April 2010 - otrs - OTRS mailing lists

Re-arrange subject line of Auto responses.
by Gordon O'Brien 19 Apr '10

19 Apr '10

Hi I need to amend the order of the subject line of an Auto Response email. Currently the TicketID is automatically placed at the beginning of the subject line text as defined in the auto response. I have a client going live tonight who insists they want it at the end of the subject line. Is this possible, and will OTRS still pick it up if it is not at the start? Thanks Gordon Media Square plc or any of its subsidiary companies may not be held responsible for the content of this email as it may reflect the personal view of the sender and not that of the company. Should you receive this email in error, please notify the sender immediately and do not disclose, copy or distribute it. While Media Square plc scans all outbound emails for viruses, it cannot be held responsible for any infected files that you may receive. Media Square plc advises all recipients to virus scan any file attachments. Media Square Plc | Registered in England No.: 4006884 | Registered Office: 6 York Street, London, W1U 6PL --------------------------------------------------------------------- This email message has been scanned and delivered safely by Mimecast. ---------------------------------------------------------------------

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SLA & Servcies
by marcelo.mangiacavalli＠lanxess.com 19 Apr '10

19 Apr '10

Dear Support After exhausting the web searches for this topic and reviewing previous list answers I cannot find answer to the following question: I am using OTRS has IT Service Desk with no major problem. Now I want to enable the use of Services and SLAs (Internal and with third parties). What I did was: 1. I have created different services. 2. I have created different SLAs and then I related to the corresponding service. 3. I have enabled Customer <-> Service, the services I want to publish to my customers, So, when a users goes trough the customer.pl he/she is able to select the service and SLA. Here is the first problem. They don't know nothing about services and SLAs, so first question is: Is there any way to automatically relate a QUEUE to a service-sla or at least automatically select the SLA of a service (in this case only a one-to-one relationship must exist for each service)? Second, If I have a service named ERP and I want it to relate 3 SLAs: ERP Service: - SLA Internal - The internal SLA with the ERP Department (These are OTRS Agents) -> Resolution rate - SLA External - The Third parties such as consultancy services which are not OTRS Agents (I will escalate tickets via direct mail to them) -> Response Time - SLA Internal Headquarters - These are company specialist from our company's headquarters. /They use a separate OTRS implementation, so we will forward a ticket to the corresponding system Mail Address so the ticket can be issued to the right queue in their system) -> Resolution rate The problem is that the user don't know which SLA to chose. What is the recommendation in this example? Any ideas will be very welcome. Thanks in advance. Marcelo Mangiacavalli LANXESS S.A. E-Mail: Marcelo.mangiacavalli(a)lanxess.com

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Ticket Subject Agent/Customer view ist different
by Max Bidlingmaier 19 Apr '10

19 Apr '10

Hello, I got the following problem. After a ticket has been created a customer adds a note or something to the ticket and changes/gives a new subject. After that, agents will still get the orginial (main) subject while the customer will be provided with the last given subject. Is is possible to change the behaviour of the customer interface to the one in the agent interface to allways display the original ticket subject ? Greets max -- ________________________ Max Bidlingmaier IT-Administration e.sigma Technology AG Ehrenbergstraße 11 98693 Ilmenau / Germany Tel.: +49 (0) 3677 668 230 Fax.: +49 (0) 3677 668 2333 e.sigma Technology AG, Ehrenbergstr. 11, 98693 Ilmenau Vorstand / General Manager: Detlef Mämpel Vors. d. AR / Supervisory Board Chairman: Joseph Müllner Registergericht / Trade Registry : Amtsgericht Jena HRB 500 638 Geschäftssitz / Business Location: Ilmenau Diese E-Mail enthält vertrauliche und/oder rechtlich geschützte Informationen. Wenn Sie nicht der richtige Adressat sind oder diese E-Mail irrtümlich erhalten haben, informieren Sie bitte sofort den Absender und vernichten Sie diese Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser Mail ist nicht gestattet. This e-mail may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and destroy this e-mail. Any unauthorized copying, disclosure or distribution of the material in this e-mail is strictly forbidden.

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Restrict ticket creation per email
by Frank Lahm 19 Apr '10

19 Apr '10

Hi list, if this is FAQish I apologize, just couldn't find the right google terms and nothing related in the manual. Here's what I'd like to achieve: - I'm collecting emails from a dedicated mail adress "support(a)doma.in" - I've got a few customer users - I'd like only these to be able to create tickets by mail and everybody else be rejected - currently a ticket is created for eg every spam mail directed at "support(a)doma.in" Is there a way? Thanks! Cheers, Frank

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Re: [otrs] Sort of ticket : how to identify phone tickets?
by Martignier, Philippe 19 Apr '10

19 Apr '10

Hi Anton, I need this for stats purpose ... and there is nothing in stats screen to help ... I can play with "created status" new = from emails, open = phone AND emails tickets But I would have dreamed to be able to play with this article type in the stats screen. Am I the only one that need to show types of tickets? This is quite a standard request, isn't it? Cheers Philippe World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

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Re: [otrs] Customer company
by Sebastien Bory 19 Apr '10

19 Apr '10

Hi all, I find in the admin guide this section 11.2.1.1. Customer with multiple IDs (Company tickets). I can create the news column in my database: mysql> ALTER TABLE customer_user ADD custumer_ids VARCHAR (250); That good But when I want to map the new column in the config.pm files: # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [...] [ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var', '', 0 ], I dont know if this parts need to insert in a specific section because when I insert this and restart OTRS I have Error 500 Internet server error. Can you help me thanks Sébastien Bory Administrateur réseaux NCI-les centres d'affaires Bienvenue chez vous - Just welcome ! 59 Rue des Petits Champs 75001 Paris Tel 33(0) 1 73 77 53 41 Fax 33(0) 1 73 77 55 56 Port: 33(0) 6 78 93 28 66 Mail : <mailto:sb@groupenci.com> s.bory(a)groupenci.com Web: <http://www.groupenci.com/> www.groupenci.com De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Nils Leideck - ITSM Envoyé : vendredi 16 avril 2010 22:02 À : User questions and discussions about OTRS. Objet : Re: [otrs] Customer company Hi, On 16.04.2010, at 11:43, Sebastien Bory wrote: its possible to have 1 or some customer in more 1 company ? I try to explain. I have 10 agencies and each customer have their company ID (IT Paris, IT Lille, IT Luxembourg, .) So each customer in Paris see all ticket for our company, that work fine. But my boss when he log on the customer interface want to see all ticket for group company (Paris, Lille Luxembourg,.) actually he just see the ticket of Paris . Its possible? And if it yes how I can do that search for CustomerIDs on the mailing archives and you will feel like reborn .. .there are tons of dicussions and explainations how to do this ;-) Nils Leideck -- Nils Leideck Senior Consultant nils.leideck(a)leidex.net nils.leideck(a)otrs.com <http://webint.cryptonode.de> http://webint.cryptonode.de / a Fractal project

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Re: [otrs] Customer company
by Nils Leideck - ITSM 19 Apr '10

19 Apr '10

Hi, On 16.04.2010, at 11:43, Sebastien Bory wrote: > it’s possible to have 1 or some customer in more 1 company ? > I try to explain. I have 10 agencies and each customer have their company ID (IT Paris, IT Lille, IT Luxembourg, ….) > So each customer in Paris see all ticket for our company, that work fine. > But my boss when he log on the customer interface want to see all ticket for group company (Paris, Lille Luxembourg,….) actually he just see the ticket of Paris . > It’s possible? > And if it yes how I can do that search for CustomerIDs on the mailing archives and you will feel like reborn .. .there are tons of dicussions and explainations how to do this ;-) Nils Leideck -- Nils Leideck Senior Consultant nils.leideck(a)leidex.net nils.leideck(a)otrs.com http://webint.cryptonode.de / a Fractal project

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Trouble Integrating Microsoft A.D. into OTRS - Howto? Wiki?
by Martin, Michael 19 Apr '10

19 Apr '10

Hello, I am having trouble integrating Microsoft's A.D. into OTRS. I cannot make it connect and I cannot figure it out. I have read the OTRS manual many times and I have spent many hours searching Google for information. I have created several Config.pm files to no avail. Does anyone know if a resource exists (Wiki? Howto?) that addresses setting up the current version of OTRS with Microsoft's A.D.? Or, could someone point me in the right direction to obtain the needed information to configure this correctly? I'm willing to do the reading necessary to make this work, but I have ran out of resources. Any help would be greatly appreciated. Thank you, /MM Michael Martin Systems Administrator, Local Government Division Tyler Technologies, Inc. P: 800-646-2633 F: 806-797-4849 www.tylertech.com

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Print problem of Traditional Chinese
by Edmond Chan 19 Apr '10

19 Apr '10

Hi all, I am encountering a print problem of Traditional Chinese. Any help is appreciated. ** Problem All Traditional Chinese words because rectangle symbols in printed PDF file. ** What I find After google, seems that PDF::API2 supports Traditional Chinese and don't know why the problem occurs. ** Version OTRS: 2.4.7 ITSM: 1.3.2 I am evaluating OTRS and see if it can be used in our company. No helpful information is found for this problem in mail list after some search. This problem may be a problem which impacts our decision. Any help is appreciated. Thank you! -- Best regards, Edmond Chan

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How to generate graphical report by command line?
by Edmond Chan 18 Apr '10

18 Apr '10

Hi all, How to generate graphical report, e.g. lines-points chart by command line? I tried mkStats.pl and it only support CSV and PDF format per its usage shown below and can NOT generate graphical report, e.g. lines-points chart. usage: mkStats.pl -n <StatNumber> [-p <PARAM_STRING>] [-o <DIRECTORY>] [-r <RECIPIENT> -s <SENDER>] [-m <MESSAGE>] [-l <LANGUAGE>] [-f CSV|Print] Thank you! -- Best regards, Edmond Chan

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