August 2010 - otrs - OTRS mailing lists

Service items is not shown in ticket form
by Ferdinandus Rudijanto 07 Aug '10

07 Aug '10

Dear all I'm really new in OTRS. I like this application since it helps to manage the IT problems in my company. Now I just installed the ITSM modules. I saw new fields are added in the ticket form, e.g. Service and SLA. I added Services and SLAs, but when I create a ticket, I don't see the Service and SLA list of values in the combo box. I really appreciate anybody who can give the solution of this problem. Regards Rudi

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how to use otrs tickets types/layouts
by Norbert Bede 06 Aug '10

06 Aug '10

hi, i'm little confused, because there are some fields which has own reason to use on incidents, but not usable on problems or general question ticket. I'm looking for something as record type (separate layout on the same object), where each record type should have own layout. this way informations are the same database but not influence users on fields which are not on the right place. is there somenthing similar in otrs ? norbert

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Stats showing weird symbols
by Alejandra Piedra 05 Aug '10

05 Aug '10

Hey there! I'm having some problems with a stat, basically is showing weird symbols were there should be an accent. My users use Spanish as a language so, a lot of words have accents. Thanks and regards María Alejandra Piedra

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Exporting some tickets from one OTRS server to another
by Amit Sharma 05 Aug '10

05 Aug '10

Hi, I have two servers of OTRS running in my office. I would like to export tickets of some queues from Server 1 and import into Server 2. Both are running version 2.4.7 on Linux. Is it possible? How? regards, amit

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Customer's response becomes a new ticket
by Ruslan 05 Aug '10

05 Aug '10

Hi! OTRS 2.4.7. became to treat the customer's response as a new ticket. It happens when the customer replies without changing the ticket subject. Any help would be appreciated. Thanks you. -- With best regards, Ruslan

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changing the email address of ticket notifications
by Gregory Heffron 05 Aug '10

05 Aug '10

I've set up a gmail account for receiving and sending tickets to our OTRS system. But ticket notifications to agents get sent out from another address -- the default otrs(a)shambhala.org address. Email from our server gets marked as spam a lot (our server team are volunteers, and have no time to deal with spam issues), so ticket notifications are being marked as spam, or are delayed in delivery. Is there any way to change the email address that ticket notifications come from? I looked around in the Admin section and also in the Admin manual, but couldn't find any info. Best, Greg

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Stop Processing requests that have multiple adddresses
by Marretta, Rosanna 05 Aug '10

05 Aug '10

Hi All, Is there a way to stop requests coming into OTRS when there are multiple address in the To, CC or Bcc fields please? Thank you. Rosanna

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LDAP
by Marretta, Rosanna 05 Aug '10

05 Aug '10

Hi All, Is anybody able to tell me if there is LDAP support in OTRS. When forwarding a call, it would be nice to select from our Active Directory rather than having to type out the whole email address. Many thanks, Rosanna

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Scheduled CI export
by Ruslan 05 Aug '10

05 Aug '10

Hello every one. At last! in our It department we implemented the way to export and keep an actualized information about our AD computers. The way is - Using Group policies, gather information about computer names and hardware with Everest software and copy it to *csv files. (Every time after Group policies processed - we have actual information about Computers) Next step is Running script to compile "Export.csv" file with information about AD computers And Last step - Import this information into OTRS. So now we thinking about the way how to make Import process run automatically. May some one have an idea about it?

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how to disable Agent::LockTimeout notifications?
by Leonardo Certuche 04 Aug '10

04 Aug '10

Hello there, The organization we're currently deploying OTRS on, is not interested in using the lock timeout feature. In order to avoid it, we setup every queue with Unlock timeout=0 (it says *0 = no unlock*) but Agents keep getting Agent::LockTimeout notifications. How can we avoid it? Is there any way to disable some of the notifications defined at /otrs/ index.pl?Action=AdminNotification ? Thanks in advance for your help, Leonardo Certuche www.itconsultores.com.co

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