August 2010 - otrs - OTRS mailing lists

agente <> Servicio
by DM_Julio Angulo 31 Aug '10

31 Aug '10

Buenas tardes, creo que no he sido muy claro con mi consulta pues verán, ya tengo configurado varias sla por cada servicio; mi problema nace cuando uno de los agentes help desk, crea un ticket de email desde la interfaz de agente a la que accede a través de index.pl, no puede seleccionar ningún servicio Disculpen que los incomode pero le doy vueltas al asunto y no entiendo como hacer que se habiliten los servicios a los agentes. Julio Cesar Angulo Quiroz Telf.: 997066155

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agent <> service <> sla
by DM_Julio Angulo 31 Aug '10

31 Aug '10

Saludos, tengo una consulta ¿porque un agente de soporte desde la interfaz index.pl no puede seleccionar un servicio para un ticket de email? Hi, i have a question: why a service agent, from the interface index.pl can´t select a service for email ticket? Julio Cesar Angulo Quiroz

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Article table error during MySQL restore
by Emily Flynn 31 Aug '10

31 Aug '10

Hi, I am trying to do a database restore from an OTRS server v 2.4.4 to v 2.4.7, but I keep on getting the following error: Error while executing this query:INSERT INTO `article_plain` (`id`,`article_id`,`body`,`create_time`,`create_by`,`change_time`,`change_by`) VALUES Is there something I need to do with the newer database before attempting restore..? Thanks again Kind Regards, Emily Flynn

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Moving the MySQL database
by Emily Flynn 31 Aug '10

31 Aug '10

Hi, Can somebody please point me towards the steps for moving the MySQL database to another drive on the same machine? Thanks Kind Regards, Emily

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Hiding <System (email external)> articles from Ticket Zoom
by Bryn Millar 31 Aug '10

31 Aug '10

Hi everyone, just wondering if it's possible to stop the autoresponder messages from showing up in the ticket zoom? It's becoming rather hard to read through ticket history with all these extra articles in there. Thanks, Bryn Millar - Systems Administrator Lotus Notes and Incite Support Thiess John Holland _____________________________________________________________________ IMPORTANT - This email and any attachments may be confidential and privileged. If received in error, please contact Thiess and delete all copies. You may not rely on advice and documents received by email unless confirmed by a signed Thiess letter. This restriction on reliance will not apply to the extent that the above email communication is between parties to a contract and is authorised under that contract. Before opening or using attachments, check them for viruses and defects. Thiess' liability is limited to resupplying any affected attachments.

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Auto-response Queue
by Michael Mayaka 31 Aug '10

31 Aug '10

Hi ALL, I've been using OTRS 2.4.7 for a while and all has been fine. I have setup a replica on Solaris 10; problem is, the auto-response isn't working. I am able to receive e-mail tickets and send out mail (Admin Notification). When A ticket is received, the system shows an auto-response - system (email-external) - has been sent. BUT the customer receives no auto-response...what did I miss out? Rgds, Michael

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Help Me please...
by Joseph Thomas 30 Aug '10

30 Aug '10

Dear Team, we have a set of customers and i want to manage those customers in a group. how can it b possible? when i click this link..[ Customer Users <-> Groups<http://localhost/otrs/index.pl?Action=AdminCustomerUserGroup>] im getting a message like this, """"Warning: Sorry, feature not active! *Comment:* CustomerGroupSupport needs to be active in Kernel/Config.pm, read more about this feature in the documentation. Take care!""""' wat should i do for this? pls give the steps that i want to do.....

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STATS - Ticket closed with SLA Violation
by Ruslan 30 Aug '10

30 Aug '10

hi every one. I'm trying to create Stat-report with list of tickets closed with SLA violation. But when ticket is closed, it seems that sustem reset "escalation time" - ... I think it's wrong action. Any way - i need to analyze SLA violation in any time period. Anyone have any suggestion?

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Autosave
by Andy Wodfer 30 Aug '10

30 Aug '10

After accidently browsing away from my current OTRS ticket (that took me close to 30 minutes to write) and desperatly trying to hit the back button only to discover that my text had gone, I was wondering if there's a module or if it's possible to enable an autosave feature on tickets while I write them? Is there such a module avavailable? Cheers, Andy

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OTRS 3.0 - Wild Guess Release Date?
by Hugh Kelley 30 Aug '10

30 Aug '10

I am planning an OTRS deployment within the next two weeks. I have been testing the 3.0 beta and am comfortable that we won't see any critical bugs during our early work. That said, if the general release is only a few days/weeks away, I'll probably wait. Does anybody know of an estimated release date, or know what the gap traditionally has been between beta and release? The bugzilla list didn't look too bad, but I'm not sure how much I can read into that. Hugh

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