May 2010 - otrs - OTRS mailing lists

SLA clock stops on the ticket when its state is changed from Open to Hold/Awaiting
by jay sharma 12 May '10

12 May '10

Hi all, One of the projects in our company is using OTRS for the SLA based Helpdesk and we are using OTRS::ITSM. Now as per their requirement we need to investigate how to put a ticket in Stop Clock so that SLA clock stops on the ticket when its state is changed from Open to Hold/Awaiting response from client?. As this is creating a lot of problems and the SLA is not been implemented properly. * * *I googled and sent them following explanation:* * * ** * * The functionality you are looking should be available with the additional ITSM tags associated with every ticket. Please try to implement that. In case it is not applicable we can follow following link for and check if that works. http://www.mail-archive.com/otrs@otrs.org/msg25544.html The above link states the following way to implement the same thing: In this patch, I'm using the "Additional ITSM fields" in the SLA calculation "Repair start time" if entered is treated as start point for response time "Recovery start time" if entered is treated as start point for recovery time if "Repair start time" is entered and no "Recovery start time" is entered, Repair start time" will be used as start point for recovery time you only have to change 2 files (OTRS programmers did a great job!) Also I found following explanation regarding the same: You can set out the update time by placing the ticket to pending, but as soon as an answer comes, then the update time will escalate the ticket. Both First Response Time and Resolution Time cannot be set out. Hope this helps. So the important thing is “First Response Time” and “Resolution Time” which we can try to handle with the help of “Additional ITSM fields". Still I am looking to create a “resolved” attribute which corresponds to the “close” attribute so that it think it to be close but with resolve flag but has not been mentioned anywhere. Although they tried the solution but not able to resolve the issue. It would be great if some one let us know the correct solution in case this is not the way to resolve the issue. Regards Jay

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how to put a ticket in Stop Clock so that SLA clock stops on the ticket when its state is changed from Open to Hold/Awaiting
by jay sharma 12 May '10

12 May '10

Hi all, One of the projects in our company is using OTRS for the SLA based Helpdesk and we are using OTRS::ITSM. Now as per their requirement we need to investigate how to put a ticket in Stop Clock so that SLA clock stops on the ticket when its state is changed from Open to Hold/Awaiting response from client?. As this is creating a lot of problems and the SLA is not been implemented properly. *I googled and sent them following explanation:* * * **** * * The functionality you are looking should be available with the additional ITSM tags associated with every ticket. Please try to implement that. In case it is not applicable we can follow following link for and check if that works. http://www.mail-archive.com/otrs@otrs.org/msg25544.html The above link states the following way to implement the same thing: In this patch, I'm using the "Additional ITSM fields" in the SLA calculation "Repair start time" if entered is treated as start point for response time "Recovery start time" if entered is treated as start point for recovery time if "Repair start time" is entered and no "Recovery start time" is entered, Repair start time" will be used as start point for recovery time you only have to change 2 files (OTRS programmers did a great job!) Also I found following explanation regarding the same: You can set out the update time by placing the ticket to pending, but as soon as an answer comes, then the update time will escalate the ticket. Both First Response Time and Resolution Time cannot be set out. Hope this helps. So the important thing is “First Response Time” and “Resolution Time” which we can try to handle with the help of “Additional ITSM fields". Still I am looking to create a “resolved” attribute which corresponds to the “close” attribute so that it think it to be close but with resolve flag but has not been mentioned anywhere. Although they tried the solution but not able to resolve the issue. It would be great if some one let us know the correct solution in case this is not the way to resolve the issue. Regards Jay

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Incoming mails are not arriving
by Dai Nish 12 May '10

12 May '10

Hi everyone I have got to the point where I need to configure the postmaster mail account for incoming mails. I have done so specifing the host to be pop3.gmail.com. Also, I added pop3.gmail.com under Email Addresses. But still and all, no incoming mails are delivered to the selected queue. Please advise me what else there is to be set. Regards, Dee

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Re: [otrs] otrs Digest, Vol 20, Issue 25
by Sérgio Cintra 12 May '10

12 May '10

Olivier Thank you for your information. But, as I am a beginner, could you inform me how can I edit the Kernel/Outpu/HTML? Tks Sergio > From: otrs-request(a)otrs.org > Subject: otrs Digest, Vol 20, Issue 25 > To: otrs(a)otrs.org > Date: Tue, 11 May 2010 16:36:48 +0000 > > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. Customize Customer login screen (S?rgio Cintra) > 2. Re: Customize Customer login screen (osallou) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Tue, 11 May 2010 13:23:58 -0300 > From: S?rgio Cintra <scintra(a)hotmail.com> > Subject: [otrs] Customize Customer login screen > To: <otrs(a)otrs.org> > Message-ID: <BAY113-W48BAE8BE60B20A17E5D870BFFA0(a)phx.gbl> > Content-Type: text/plain; charset="iso-8859-1" > > > > > Hi everyone > > > > This is my > first post. > > Could you > help me how to customize customer login screen, like: Logo, Company Name, > footer, footer2? > > > > Many Thanks > > > > Sergio > > > _________________________________________________________________ > VOC? PODE TER 25 GB GRATUITOS PARA ARMAZENAR SEUS ARQUIVOS NA WEB. VEJA AQUI COMO. > http://www.windowslive.com.br/public/product.aspx/view/1?cname=skydrive&oci… >

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Please help with 'Error: Can't connect to database, read comment!'
by Dai Nish 11 May '10

11 May '10

Hi everyone This is my first post to this mailing list. Since day 1, I have been having problems with setting up my account with the Web Installer. Whenever I change any fields in the admin setup page, this error message Error: Can't connect to database, read comment!<http://forums.otrs.org/viewtopic.php?f=53&t=4739#p19432> shows up, even though OTRS recommends to change my admin password... I am totally buffled even after reading the online documentation. The same error message is given in both 64 bit Windows 7 Ultimate and 32 bit Vista Business. Please anyone help me solve this. Regards, Dee

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Customize Customer login screen
by Sérgio Cintra 11 May '10

11 May '10

Hi everyone This is my first post. Could you help me how to customize customer login screen, like: Logo, Company Name, footer, footer2? Many Thanks Sergio _________________________________________________________________ VOCÊ PODE TER 25 GB GRATUITOS PARA ARMAZENAR SEUS ARQUIVOS NA WEB. VEJA AQUI COMO. http://www.windowslive.com.br/public/product.aspx/view/1?cname=skydrive&oci…

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ITSM 2.0
by osallou 11 May '10

11 May '10

Hi, I installed latest ITSM 2.0 module. I do not understand however how Change State is modified. State machine shows what are the possible transitions, but I do not see any way to change the status of the Change State. I made a try, and all my WorkOrders are in State Closed. However my Change State is still Requested, and no menu give me the possibility to change this... For info, I am administrator of the tool, I have all rights enabled. Regards Olivier

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error in the queue management (Need SalutationID!)
by Le machito 11 May '10

11 May '10

When I try to make any change to a Queue I have an error message: Error: Need SalutationID! ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Tue May 11 11:32:42 2010 Message: Need SalutationID! Traceback (6197): Module: Kernel::System::Queue::QueueUpdate (v1.102) Line: 901 Module: Kernel::Modules::AdminQueue::Run (v1.43) Line: 126 Module: Kernel::System::Web::InterfaceAgent::Run (v1.34) Line: 824 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.87) Line: 47

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Sorting tickets in queue
by Gazizov Andrey 11 May '10

11 May '10

Hi all! Guys, does anybody know how I can disable automatically sorting tickets by priority in queue (medium view)? I'm using sorting tickets by TicketFreeTime1 field and when a new ticket has created with priority different of the rest it automatically moved on the top. It's very inconvenient :-). Any help are welcomed. Thanks in advance. -- Best regards, Andrey Gazizov RETN

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Re: [otrs] Sorting tickets in queue (Nils Leideck - ITSM)
by Martignier, Philippe 10 May '10

10 May '10

And what about sorting tickets via a field that has been added in a theme. I created a new theme and added the "created" field as new column. Users really like this as they can sort the tickets to know which one has been last modified. But I don't have the created field in the drop list in the ViewQueue you mention. Where in the code can I force the default sort? In the dtl file ? I found nothing. Many thanks for the help :) 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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