June 2010 - otrs - OTRS mailing lists

location of Work Order feature in ITSM 2.0.2
by Geline Gloria 17 Jun '10

17 Jun '10

Hi, I'm currently trying the online demo of ITSM 2.0.2. But I can't find where Work Order is located? And how does it work? Because I can't understand and can't find some features stated in this manual: http://doc.otrs.org/itsm/2.0/en/html/x1081.html Hope you could help me out with this. Thanks! :D

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Re: [otrs] otrs Digest, Vol 21, Issue 45
by Aqueel Ahmed 17 Jun '10

17 Jun '10

Dear OTRS Team, We are implementing helpdesk system for our company internally, kindly please help us in the following issues we have. 1. I AM NOT ABLE TO INTEGRATE SERVICES WITH THE QUEUE. Like when I select a queue I should get only those servers related to queue. 2. In escalation how to set an email address of the person who should notified if SLA is violated? 3. How put logo file for customer web acess I have my logo file company.png? Kindly please reply to the above. YOUR HELP WILL BE HIGHLY APPRECIATED. Regards, Aqueel Ahmed Network Engineer Amana Contracting & Steel Buildings - Corporate Office T: +971 4 885 4447 Extn: 7105 F: +971 4 885 9010 M: +971 50 389 8261 E: aqueel.ahmed(a)amanabuildings.com W: http://mis-moss:14769/personal/aqueel_ahmed/  Please think before you print. Do you really need to print this email? -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Thursday, June 17, 2010 3:12 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 21, Issue 45 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. Re: StaticStatsTemplate.pm (Steve Clark) 2. Re: StaticStatsTemplate.pm (Alejandra Piedra) 3. Work Order of ITSM 2.0.2 (Geline Gloria) 4. location of Work Order feature in ITSM 2.0.2 (Geline Gloria) 5. OTRS 3 Beta Release Party! (Shawn Beasley) 6. Re: How to Enable Debugging (Alexander Halle) 7. Re: all notification to be sent from one mail account (e c) ---------------------------------------------------------------------- Message: 1 Date: Wed, 16 Jun 2010 09:42:07 -0400 From: Steve Clark <sclark(a)netwolves.com> Subject: Re: [otrs] StaticStatsTemplate.pm To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <4C18D4AF.8030303(a)netwolves.com> Content-Type: text/plain; charset=ISO-8859-1; format=flowed On 06/07/2010 04:11 PM, Steve Clark wrote: > Hello, > > I have been reading the programmer api document and decided to try to install > the StaticStatsTemplate.pm file from cvs in > Kernel/System/Stats/Static > > The documentation says it should then in appear in the stats screen > but it does not. > > I've looked at what I have done several times and can't see any obvious > errors. > > Any ideas? > > Thanks, > Hmmm... I guess nobody has ever done this??? -- Stephen Clark NetWolves Sr. Software Engineer III Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com www.netwolves.com ------------------------------ Message: 2 Date: Wed, 16 Jun 2010 08:05:12 -0600 From: Alejandra Piedra <Alejandra.Piedra(a)iica.int> Subject: Re: [otrs] StaticStatsTemplate.pm To: User questions and discussions about OTRS. <otrs(a)otrs.org> Message-ID: <47464E79F8426A42A3B985F427A284FF2DC1DBA1EA(a)helios.iica.ac.cr> Content-Type: text/plain; charset="iso-8859-1" I'm also interested in that! It doesn't appear to me either. Regards Mar?a Alejandra Piedra Unidad de Inform?tica y Sistemas de Informaci?n IICA (506) 2216-0171 Alejandra.Piedra(a)iica.int -----Mensaje original----- De: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] En nombre de Steve Clark Enviado el: Mi?rcoles, 16 de Junio de 2010 07:42 a.m. Para: User questions and discussions about OTRS. Asunto: Re: [otrs] StaticStatsTemplate.pm On 06/07/2010 04:11 PM, Steve Clark wrote: > Hello, > > I have been reading the programmer api document and decided to try to install > the StaticStatsTemplate.pm file from cvs in > Kernel/System/Stats/Static > > The documentation says it should then in appear in the stats screen > but it does not. > > I've looked at what I have done several times and can't see any obvious > errors. > > Any ideas? > > Thanks, > Hmmm... I guess nobody has ever done this??? -- Stephen Clark NetWolves Sr. Software Engineer III Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com www.netwolves.com --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ ------------------------------ Message: 3 Date: Thu, 17 Jun 2010 13:17:09 +0800 From: Geline Gloria <gelgloria(a)gmail.com> Subject: [otrs] Work Order of ITSM 2.0.2 To: otrs(a)otrs.org Message-ID: <AANLkTilYyice35DRkRjPombyMfCKhq7CuF0SuA-gm7UE(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" Hi, I would like to know how is the flow of the work order of ITSM 2.0.2? How does it work? Thank you! [?] -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20100617/d7da7999/attachme…> -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: image/gif Size: 96 bytes Desc: not available URL: <http://lists.otrs.org/pipermail/otrs/attachments/20100617/d7da7999/attachme…> ------------------------------ Message: 4 Date: Thu, 17 Jun 2010 13:49:29 +0800 From: Geline Gloria <gelgloria(a)gmail.com> Subject: [otrs] location of Work Order feature in ITSM 2.0.2 To: otrs(a)otrs.org Message-ID: <AANLkTiklao1DFqFPDxRy8PXkb9rb4vXfPgeuFYi3uV3U(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" Hi, I'm currently trying the online demo of ITSM 2.0.2. But I can't find where Work Order is located? And how does it work? Because I can't understand and can't find some features stated in this manual: http://doc.otrs.org/itsm/2.0/en/html/x1081.html Hope you could help me out with this. Thanks! :D -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20100617/b22c3b17/attachme…> ------------------------------ Message: 5 Date: Thu, 17 Jun 2010 12:26:35 +0200 From: Shawn Beasley <shawn.beasley(a)otrs.com> Subject: [otrs] OTRS 3 Beta Release Party! To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <F3D400BC-1DB0-4C04-8697-B17A368FFF5F(a)otrs.com> Content-Type: text/plain; charset=iso-8859-1 Dear OTRS Community, We are researching the release party for the beta release of OTRS 3. The beta will be released on 02AUG10, and we are reaching out to all who would like to attend a release party to celebrate this milestone with us. The agenda for the party is in the works. We will release an agenda on the list and in the forum by Monday 21JUN10. Party is R.S.V.P. only, so that the party will be a success. I will transmit the address for R.S.V.P. later this day. The plan is simple: Meet, Greet, Test, Report and then enjoy the remainder of the time being around users sharing the same interest as you: OTRS. The release party will take place *most likely* in the area of Frankfurt, Germany and Cupertino, California. Any Ideas for a location that would be fun but practical? P.S. ... anyone looking to aid in the organization, please contact me directly. P.P.S. ... the actual discussion should *probably* happen on the forum? What do you all think? http://forums.otrs.org/viewtopic.php?f=2&t=5062 -- Shawn Beasley Manager Community Marketing OTRS AG Norsk-Data-Str 1 61352 Bad Homburg Germany T: +49 (0) 9421 56818 330 F: +49 (0) 9421 56818 18 I: http://www.otrs.com/ Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: Andr? Mindermann ------------------------------ Message: 6 Date: Thu, 17 Jun 2010 12:45:29 +0200 From: Alexander Halle <ahalle-otrs(a)radprax.de> Subject: Re: [otrs] How to Enable Debugging To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <4C19FCC9.9050107(a)radprax.de> Content-Type: text/plain; charset=ISO-8859-1; format=flowed Jeff Travers wrote : [...] > I've set debugging to "3" in the Kernel | System | Auth | DB.pm file > but its only including the encrypted password in the log file. Is > there a way to enable more verbose debugging to help diagnose where > it may be failing? Hi Jeff, I'm also interested in more verbose debugging in general but I haven't yet found documentation about this topic :( Perhaps the following two postings help you concerning the debug level (1000 ?) and enabling debugging in Config.pm : http://lists.otrs.org/pipermail/otrs/2006-August/012049.html http://lists.otrs.org/pipermail/otrs/2008-December/025050.html Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 132/5889/0264, DE 814559152 Web: http://www.radprax.de ------------------------------ Message: 7 Date: Thu, 17 Jun 2010 13:12:04 +0200 From: e c <otrshelp2(a)gmail.com> Subject: Re: [otrs] all notification to be sent from one mail account To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <AANLkTilduvalwvYFpAvoB78bd9kiqVK-sLa8M0-6sZ2x(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" Hi all, I was able to configure notification sending with gmail account but I am still having problems with my company email account. When i configure mail notification as per : http://wiki.otrs.org/index.php?title=Configure_OTRS_with_Gmail i get the following problem when i try to reset my password: Error: SMTP authentication failed: 500Command unknown: 'AUTH'! Enable Net::SMTP debug f[..] Comment: Please contact your admin Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Thu Jun 17 12:57:34 2010 Message: SMTP authentication failed: 500Command unknown: 'AUTH'! Enable Net::SMTP debug for more info! Traceback (2198): Module: Kernel::System::Email::SMTP::Send (v1.25) Line: 103 Module: Kernel::System::Email::Send (v1.64.2.1) Line: 690 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 483 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 Thank you. Best regards, ec -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20100617/4cc21e2e/attachme…> ------------------------------ --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ End of otrs Digest, Vol 21, Issue 45 ************************************

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all notification to be sent from one mail account
by e c 17 Jun '10

17 Jun '10

Hi all, I need to configure otrs in a way that every notification (creation account,lost password, ticket creation, ticket reply, etc) that is send to customer/agents to be from one mail account. The mail server is sendmail with imap and tls. Where should i add this config? for example: otrs-admin(a)mycomp.com IMAP and SMTP are mycom.com TLS Thank you. Ec.

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How to Enable Debugging
by Jeff Travers 17 Jun '10

17 Jun '10

We're trying to convert our OTRS database from MySQL to Oracle. I can authenticate as the root user account but can't authenticate as any of our other agents. The error log states that the user account "doesn't exist or is invalid". The data in the users table appears to be fine as I see the 16 agent accounts. I've set debugging to "3" in the Kernel | System | Auth | DB.pm file but its only including the encrypted password in the log file. Is there a way to enable more verbose debugging to help diagnose where it may be failing?

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OTRS 3 Beta Release Party!
by Shawn Beasley 17 Jun '10

17 Jun '10

Dear OTRS Community, We are researching the release party for the beta release of OTRS 3. The beta will be released on 02AUG10, and we are reaching out to all who would like to attend a release party to celebrate this milestone with us. The agenda for the party is in the works. We will release an agenda on the list and in the forum by Monday 21JUN10. Party is R.S.V.P. only, so that the party will be a success. I will transmit the address for R.S.V.P. later this day. The plan is simple: Meet, Greet, Test, Report and then enjoy the remainder of the time being around users sharing the same interest as you: OTRS. The release party will take place *most likely* in the area of Frankfurt, Germany and Cupertino, California. Any Ideas for a location that would be fun but practical? P.S. ... anyone looking to aid in the organization, please contact me directly. P.P.S. ... the actual discussion should *probably* happen on the forum? What do you all think? http://forums.otrs.org/viewtopic.php?f=2&t=5062 -- Shawn Beasley Manager Community Marketing OTRS AG Norsk-Data-Str 1 61352 Bad Homburg Germany T: +49 (0) 9421 56818 330 F: +49 (0) 9421 56818 18 I: http://www.otrs.com/ Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: André Mindermann

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Work Order of ITSM 2.0.2
by Geline Gloria 17 Jun '10

17 Jun '10

Hi, I would like to know how is the flow of the work order of ITSM 2.0.2? How does it work? Thank you! [?]

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Changing the Columns in Customer Ticket List Display
by Louis Becker 16 Jun '10

16 Jun '10

Hi Would like to change owner column to display only the agents first name, not the agentID. I have been able to change column widths, etc by adapting the CustomerStatusView.dtl file. What would be the reference to the agents firstname to using instead of "Owner"? Louis Louis Becker Project Control Manager T +264 855 550 000 C +264 855 510 136 F +264 855 202 010 Louis.Becker(a)leo.na http://www.leo.na DISCLAIMER This message is intended solely for the individual(s) and entity(s) to which it is addressed. It is confidential and may contain legally privileged information. Any unauthorized review, use, copying, storage, disclosure or distribution of this e-mail and any attachments is strictly prohibited. If you are not the named recipient or have otherwise received this communication in error, please destroy this message from your system and kindly notify the sender by e-mail.

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New Features of the new ITSM 2.0.2
by Geline Gloria 16 Jun '10

16 Jun '10

Hi, I would like to know what are the new features of the new ITSM 2.0.2? What are its differences compared to the previous version? Thanks! [?]

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Re: [otrs] otrs Digest, Vol 21, Issue 100
by Ruzwan Abdul 15 Jun '10

15 Jun '10

Hi All, The account was created and given RO access to users, of which the xyz queue is a member. When the user logs in, no tickets are displayed in his queues (both Dashboard and QueueView) even though personal queues contains xyz. But the permision of RO is given to that agent. Please suggest Regards, Ruzwan

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OTRS issue deadlines
by Petr Balazi 15 Jun '10

15 Jun '10

Hi All, I would like to ask if there is any configuration option how to implement deadlines in OTRS. Deadline should be modified by Agents. I do not see any settings for deadines in admin panel, could you please help me? Thanks. Petr Balazi

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