July 2010 - otrs - OTRS mailing lists

Closed tickets and tickets related to the service
by Marek Hall 23 Jul '10

23 Jul '10

Hi I've been searching for some time, but could not find the option to see all registered and closed tickets. Is this available in OTRS? Also, would be nice to get an overview of all tickets related to the custom service. regards mh

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Customer notification / information
by Sérgio Cintra 22 Jul '10

22 Jul '10

Hi there Besides the interface of interaction with the customer (customer.pl), how can I directly ask the client to respond to my requests. Because, it is not always the client is logged in the interface (customer.pl). Thanks in advance for any help. Best regards

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On modifying Queue name, it get disappear from Customer Interface while raising new ticket
by Pradumna Maheshwari 22 Jul '10

22 Jul '10

Hello Nils, I am facing a problem, hope you can help me. After modifying the queue name from 'Queue' link of Admin area, the name get updated there. Also, I can see the updated queue name in the Customer Interface if any ticket has been previously raised in that queue. There updated queue name use to come. But while raising new ticket, the modified queue get disappear from 'To' option . Where I need to modify queue name more? I have updated the Queue name in Sysconfig also @ http://170.205.219.130/otrs/index.pl?Action=AdminSysConfig&Subaction=Edit&S… but its not working... What to do?? Thanks- Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshwari(a)tcs.com Website: http://www.tcs.com ____________________________________________ Experience certainty. IT Services Business Solutions Outsourcing ____________________________________________ =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

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Create ticket and send email to customers via OTRS API
by Sándor Fehér 20 Jul '10

20 Jul '10

Hi, I would like to create tickets via SOAP interface. I have two problems. 1. However tickets get created succesfully otrs does not send email to customers. 2. I set the mimetype (I would like to send html emails) but they only display in plain text. Thanks in advance. Regards., Sandor <?PHP error_reporting(E_ALL); function create_ticket($subject,$email1,$email2,$otrs_ticket_nr,$body) { $url = "http://192.168.1.x/otrs/rpc.pl"; $username = "api"; $password = "api"; $title = $subject; $from = "support(a)domain.com"; $email1 = "testagent(a)domain.com"; # Set up a new SOAP connection: $client = new SoapClient(null, array('location' => $url, 'uri' => "Core", 'trace' => 1, 'login' => $username, 'password' => $password, 'style' => SOAP_RPC, 'use' => SOAP_ENCODED)); # Create a new ticket. The function returns the Ticket ID. #var_dump($client->__getFunctions()); if(empty($otrs_ticket_nr)) { $TicketID = $client->__soapCall("Dispatch", array($username, $password, "TicketObject", "TicketCreate", "Title", $title, "Queue", "Raw", "Lock", "unlock", "PriorityID", 3, "State", "new", "CustomerUser", $email1, "OwnerID", 21, "UserID", 21, )); } else { $TicketID=$otrs_ticket_nr; }; //echo "tid ".$TicketID; $ArticleID = $client->__soapCall("Dispatch", array($username, $password, "TicketObject", "ArticleSend", "TicketID", $TicketID, "ArticleType", "email-external", "SenderType", "agent", "HistoryType", "OwnerUpdate", "HistoryComment", "ff->otrs api", "From", $from, "Subject", $title, "To", $email1, "Cc", $email2, "Charset", "utf8", "MimeType", 'text/html', "Body", $body, "UserID", 21, "Loop", 1, "Attachment" , "[ { Content => 'text/html', ContentType => 'text/html', Filename => 'templates/styles_base.css', }, { Content => 'text/html', ContentType => 'text/html', Filename => 'templates/styles_base.css', }, ]", )); # Use the Ticket ID to retrieve the Ticket Number. /*$TicketNr = $client->__soapCall("Dispatch", array($username, $password, "TicketObject", "TicketNumberLookup", "TicketID", $TicketID, ));*/ } ?> -- Üdvözlettel/Kind Regards, Fehér Sándor ...Fehér Sándor... --- ....Sandor Feher.... fejlesztési vezető --- development manager Blue System Kft. --- Blue System Ltd. .......................................................................................... http://www.bluesystem.hu : http://www.adatmegorzo.hu : http://www.bluehosting.hu .......................................................................................... Kérem gondoljon a környezetre mielőtt kinyomtatná ezt az e-mailt vagy bármely csatolmányát. Please consider the environment before printing this e-mail and any associated attachments.

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Agent step-by-step troubleshooting module
by Norbert Bede 20 Jul '10

20 Jul '10

hi, I'm looking for a step-by-step style troubleshooting module or solution for otrs agents. any recommendations ? norbert bede

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Forum: not receiving the "activation e-mail"
by Felipe Boquetti de Oliveira Braga 19 Jul '10

19 Jul '10

Ive registered to the http://forums.otrs.org/ some days ago (2010-07-15) and an activation e-mail e-mail has not arrived yet. Trying to log on leads to The specified username is currently inactive. If you have problems activating your account, please contact a board administrator. - Ive used the Resend activation e-mail several times (my username in it is fbobraga, and the e-mail related to it is fbobraga@tce.sp.gov.br). I could not find a board administrator e-mail: thats why Im sending this mail. Can anyone help me? Thanks ____________________________________ Felipe Braga Tribunal de Contas do Estado de São Paulo (TCESP) Departamento de Tecnologia da Informação (DTI) Diretoria de Tecnologia (DTec) Rua Venceslau Brás, 183 - 2º andar - Centro CEP: 01016-000 - São Paulo - SP Fones: (11) 3292-3640

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Re: [otrs] Sharing tickets across customer users
by Taylor, Paul W [FIN] 19 Jul '10

19 Jul '10

Hi Nils, I got CustomerIDs field to appear. I reread http://doc.otrs.org/2.4/en/html/x1801.html from the top. First section 11.2.1 shows sample configuration of backend db. My Config.pm did not have $Self->{CustomerUser} = { blah blah blah } that sample did so I copied that into Config.pm. Went to browser and hit F5 and now I have the CustomerIDs field. Are there any group / company IDs that I simply assign one variable to each customer user then all of the customer users with same company ID can view / edit each other tickets? Adding individual users to each other seems so manual. Thanks, Paul -----Original Message----- Date: Sat, 17 Jul 2010 11:39:58 +0200 From: Nils Leideck - ITSM <nils.leideck(a)leidex.net> Subject: Re: [otrs] Sharing tickets across customer users To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <8EAD8C04-E652-4CD8-A523-1F7F9ED35E2D(a)leidex.net> Content-Type: text/plain; charset="windows-1252" Hi, On 15.07.2010, at 22:32, Taylor, Paul W [FIN] wrote: > I?m trying to get OTRS to allow customer users to share tickets in same group and eventually I will have two groups. > I made the mysql db change per http://doc.otrs.org/2.4/en/html/x1801.html > > mysql> ALTER TABLE customer_user ADD customer_ids VARCHAR (250); > Query OK, 1 rows affected (0.02 sec) > Records: 1 Duplicates: 0 Warnings: 0 You actually did not tell us what problem you are facing but I guess you will never come to a working system with that config file. The Customer Map needs to be completed, not just with the line you posted here. A complete map is written in Kernel/Config/Defaults.pm where you can just copy the default configuration to Kernel/Config.pm and modify the map content to your needs, e.g. adding the new line for customer_ids. Freundliche Gr??e / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leideck(a)leidex.net nils.leideck(a)otrs.com http://webint.cryptonode.de / a Fractal project This e-mail may contain Sprint Nextel Company proprietary information intended for the sole use of the recipient(s). Any use by others is prohibited. If you are not the intended recipient, please contact the sender and delete all copies of the message.

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Re: [otrs] 7 days Stat problem while saving
by Pradumna Maheshwari 19 Jul '10

19 Jul '10

No Nils, it doesnt work afterward also, as the error remains. The thing is, this error is showing in IE only not in Mozilla. Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshwari(a)tcs.com Website: http://www.tcs.com ____________________________________________ Experience certainty. IT Services Business Solutions Outsourcing ____________________________________________ From: otrs-request(a)otrs.org To: otrs(a)otrs.org Date: 07/17/2010 03:07 PM Subject: otrs Digest, Vol 22, Issue 41 Sent by: otrs-bounces(a)otrs.org 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: 7 days Stat problem while saving (Nils Leideck - ITSM) 2. Re: Working time function (Nils Leideck - ITSM) 3. Re: Multiple mails by User (Nils Leideck - ITSM) 4. Re: Queuewise Timezones! (Nils Leideck - ITSM) ---------------------------------------------------------------------- Message: 1 Date: Sat, 17 Jul 2010 11:28:12 +0200 From: Nils Leideck - ITSM <nils.leideck(a)leidex.net> Subject: Re: [otrs] 7 days Stat problem while saving To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <E2166B79-F666-404B-A98F-B1C5D809CD9A(a)leidex.net> Content-Type: text/plain; charset="iso-8859-1" Hi, On 16.07.2010, at 16:05, Pradumna Maheshwari wrote: > While updating the Setting on dashboard, after checking for '7 days Stat' and saving it, I am getting an error "Unable to load Flash content. The Charts Control requires Flash Player 9.0.45 or higher. You can download the latest version of Flash Player from the Adobe Flash Player Download Center" And? Does it work afterwards? Freundliche Gr??e / Kind regards 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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Ticket create timestamp
by James, Michael 17 Jul '10

17 Jul '10

Hello List, Does anyone know of a way to display the Ticket Create Timestamp on the AgentTicketClose view? It would be useful to display the Ticket Create Timestamp somewhere on the page so the Agent can refer to it. Can the string $TimeShort{"$QData{"Created"}"} be used in AgentTicketClose.dtl? I'm not sure of the syntax or in which block it could be included. Many thanks and have a great weekend. Mike Mike James Netzbetrieb - Broadband, Unitymedia Group, Michael Schumacher-Str. 1, 50170 Kerpen

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OTRS + Nginx + Fcgi howto
by Mark Schouten 17 Jul '10

17 Jul '10

Hi all, I've been working on a way to run multiple OTRS instances on a single machine, while keeping performance. I managed to achieve it using Nginx and Fcgi and thought you might like the howto. You can find the english version here: http://www.tuxis.nl/support/how-to/otrs-in-nginx-using-fcgi There's a dutch version too, for those that prefer it. Feedback is always welcome! Regards, -- Mark Schouten | Tuxis Internet Engineering KvK: 09218193 | http://www.tuxis.nl/ T: 0318 640168 | info(a)tuxis.nl M: 06 53463918 | mark(a)tuxis.nl

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