August 2010 - otrs - OTRS mailing lists

Re: [otrs] roles stats
by Iyad Al-Hindi 18 Aug '10

18 Aug '10

Hi, Actually, after a bit of failed configuration attempts I think it is best if I give an example of what i'm trying to achieve and see if it makes things clearer: suppose I have the following general services and associated sub-services: 1. Software problem 1.a. Software re-installation 1.b. Software configuration 2. Networking problem 2.a. Cable problem 2.b. Socket problem Now, in general, I would like to get statistics about each of the sub-services. The problem I am trying to understand is the following: The customer should only see the general service level. So when the customer is submitting the ticket he/she will see the following under the service drop-down: 1. Software problem 2. Networking problem When the agent receives the ticket and actions it, the agent should be able to change the service either to a sub-service under the service the ticket was originally submitted under or to a completely different service (and associated sub-services). The first example would be that the customer is submitting a ticket for a 1. Software problem because he doesn't know what the specific problem is. The agent at some point should be able to specify whether this ticket was for sub-service 1.a. Software re-installation or 1.b. Software configuration. This should allow me to get stats about each sub-service. The second example would be that the customer is submitting a ticket for a 1. Software problem because he doesn't know what the specific problem is. The agent at some point should be able to specify that the service is actually different than what the customer thought it was. In this case, the problem turned out to be a networking problem and not a software problem and so the ticket should be associated with sub-service 2.a. Cable problem or 2.b. Socket problem I am assuming that such specification could be done through different queues, but that would mean that so many queues would need to be set-up to achieve the desired stats. Are there any simple ways to configure OTRS to get the desired results? Please help. Regards, Iyad Al-Hindi Senior IT Project Manager SBM Information Technology Telephone: +966 (2) 610.4050 Saudi Business Machines, Ltd. General Marketing & Services Representative of IBM WTC From: Iyad Al-Hindi/SBMSA To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Date: 08/17/2010 08:06 PM Subject: Re: [otrs] roles stats Hi Mike Yes exactly. I would give staff certain "roles" to do which are predefined and then measure the numbers or percentages. thanks Iyad From: Michiel Beijen <michiel.beijen(a)otrs.com> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Date: 08/17/2010 05:42 PM Subject: Re: [otrs] roles stats Sent by: otrs-bounces(a)otrs.org Hi Iyad, How would you like to measure roles? I can see how it can be convenient if you can create a report on users which belong to a certain role or so. Is that what you're looking for? -- Mike On Mon, Aug 16, 2010 at 12:21 PM, Iyad Al-Hindi <IHindi(a)sbm.com.sa> wrote: > > > Hi all > > we recently installed OTRS and I am unable to find any category or item in > the STATS section that measure ROLES. I would appreciate any feedback. > > thanks > > Iyad > --------------------------------------------------------------------- > 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 > --------------------------------------------------------------------- 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

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Config Item, subcategories
by Edgar Valdes 18 Aug '10

18 Aug '10

Hello everyone, I've been looking around and trying different things and am just about ready to pull my hair out. has anyone figured out a way to do subcategories for CI? This is basically what i want to have: Select conduit: -conduit A - cable A1 - cable A2 - cable A3 -conduit B - cable B1 - cable B2 - cable B3 ..... So I would like to have one drop down menu with the conduit listed, when you select that one it populates the next drop down field with just cables for that conduit. Any advice on how to accomplish this would be great! Thanks, Edgar V.

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Problem when creating new Stats
by Hugo Ferreira 18 Aug '10

18 Aug '10

Hello I've OTRS 2.4.7 with ITSM modules in it. It's running under a MS Win2k3. Everything's working smooth, been configuring ITSM Classes with no problem, except this one: I can run any predefined Stats but when I try to create a new one, the browser shows me the 500 Internal Server Error error. Looking at the error.log from apache i get: [Wed Aug 18 09:52:08 2010] [error] ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Wed Aug 18 09:52:08 2010, referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] , referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] Message: Module Kernel/System/ITSMConfigItem/XML/Type/User.pm not found!, referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] , referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] Traceback (2332): , referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] Module: Kernel::System::ITSMConfigItem::XML::_LoadXMLTypeBackend (v1.17) Line: 560, referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] Module: Kernel::System::ITSMConfigItem::XML::XMLStatsAttributeCreate (v1.17) Line: 93, referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] Module: Kernel::System::Stats::Dynamic::ITSMConfigItem::_XMLAttributeAdd (v1.4) Line: 197, referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] Module: Kernel::System::Stats::Dynamic::ITSMConfigItem::GetObjectAttributes (v1.4) Line: 158, referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] Module: Kernel::System::Stats::GetStatsObjectAttributes (v1.3.2.2) Line: 2111, referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] Module: Kernel::System::Stats::StatsGet (v1.3.2.2) Line: 262, referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] Module: Kernel::System::Stats::GetStaticFiles (v1.3.2.2) Line: 2165, referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] Module: Kernel::Modules::AgentStats::Run (v1.74.2.2) Line: 1138, referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819, referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] Module: D:/OTRS/OTRS/bin/cgi-bin/ index.pl (v1.88) Line: 48, referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] , referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… Any ideas of that could cause the problem? Regards -- Hugo Ferreira

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roles stats
by Iyad Al-Hindi 17 Aug '10

17 Aug '10

Hi all we recently installed OTRS and I am unable to find any category or item in the STATS section that measure ROLES. I would appreciate any feedback. thanks Iyad

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Spell Checker Don't Work
by Sebastien Bory 17 Aug '10

17 Aug '10

Dear List I install OTRS 2.4.7 in French on Windows 2003 Server I can configure spell Checker with ASpell and I have my languages (français) in the agent preference option But when I create a ticket (view phone) and I click on the abc icon the pop appears but not find any spelling error I dont understand why Somebody could explain me. Thanks Sebastien Bory

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Some questions!!
by Jober Mijares 17 Aug '10

17 Aug '10

Good mornig What's means? pending auto close+ pending auto close- And how can i use the link PENDING in the ticket Thanks

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Sending answere to customer
by Jean BROW 17 Aug '10

17 Aug '10

Hi, When we sending answere to customer we often copy information from our CRM system. the problem is the HTML felt in OTRS when we copy/paste. How can I get "OTRS" like the old days? Only plain text?

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Corporative Use
by Esteban Abete 17 Aug '10

17 Aug '10

Hi, I need to know if the use of this tool is restricted in some way to corporative usage. Thanks in advance -- Atte. Esteban Abete

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Header with IP-information of sender
by Jean BROW 17 Aug '10

17 Aug '10

How do I display the header of the e-mail (I need senders IP-address)

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Привет!
by Ruslan 16 Aug '10

16 Aug '10

Привет! Как дела? -- With best regards, Ruslan

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