September 2010 - otrs - OTRS mailing lists

Creative Uses of MOTD?
by Hugh Kelley 28 Sep '10

28 Sep '10

Has anybody done any exciting or clever stuff with Message of the Day? If you have made some AJAX/SOAP type integration with another data source (or maybe OTRS itself) I'd love to see your examples. Would that sort of thing be better done in DashboardMOTD.pm or as script code embedded in motd.dtl? Hugh

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Add Service field
by Pradumna Maheshwari 28 Sep '10

28 Sep '10

Hello all.. I would like to add, " Service " field in 'Note' link of Zoom ticket. What I need to add in 'AgentTicketNote.dtl ? Do I need to update both '.dtl' and '.PM' files..? Thanks... Pradumna Maheshwari =====-----=====-----===== 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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Back Up???
by Joseph Thomas 28 Sep '10

28 Sep '10

Hello, currently i am using OTRS 2.4.7.it sounds good.only thing is i dont no how to take backup of this.can any one help me please. -- Regards, *JOSEPH THOMAS *| Associate Network Administrator

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Feature of OTRS 2.4.7 ?
by Claudio Prono 27 Sep '10

27 Sep '10

Hello all, I use OTRS version 2.4.7-01 on OpenSuse 11.3 with apache apache2-2.2.15-3.7 and apache2-mod_perl-2.0.4-45.1. I have some questions.... 1) Is possible to make a custom answer without quoting the text of the previous request? Automatically the previous message was quoted when i use a custom answer... and seems there is no way to toggle this from the admin options... i am wrong? 2) Is possible to send a mail to the customer, when him changes his password from his preferences? 3) OTRS can take automatically customers data from an external MYSQL database? Cordially, Claudio Prono. -- -------------------------------------------------------------------------------- Claudio Prono OPST System Developer Gsm: +39-349-54.33.258 @PSS Srl Tel: +39-011-32.72.100 Via San Bernardino, 17 Fax: +39-011-32.46.497 10141 Torino - ITALY http://atpss.net/disclaimer -------------------------------------------------------------------------------- PGP Key - http://keys.atpss.net/c_prono.asc

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show escalation solution time on statusview
by Leonardo Certuche 26 Sep '10

26 Sep '10

Hello there! Our customer would love to see Escalation Solution Time on his StatusView instead of Age. I tried to insert it using the same variables that appear at AgentTicketZoom.dtl (SolutionTimeHuman and SolutionTimeWorkingTime) but they show nothing. Is there any way to show Escalation Solution Time on AgentTicketOverviewSmall.dtl with human time? Thanks, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

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SOAP API no autoresponse
by monotek＠gmx.net 24 Sep '10

24 Sep '10

Hallo Peter. Besser spät als nie... Beim Artikel unter Loop noch folgnedes hinzufügen... "AutoResponseType", 'auto reply', "OrigHeader", array( 'From' => $customer_from, 'To' => $queue, 'Subject' => $subject, 'Body' => $body ), -- Mit freundlichen Grüssen monotek(a)gmx.net

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Agent stats
by Hiren Joshi 24 Sep '10

24 Sep '10

Hi, I'm trying to get stats broken down by agent at the end of each day, I'm looking for: Emails sent Replies received Number of tickets set to pending Number of tickets set to closed and just for completeness, the number of state changes to any ticket by the agent. Emails sent: select th.change_by as user_id, count(change_by) as emails_sent from ticket_history th where th.change_time < '2010-09-24' and th.change_time >= '2010-09-23' and th.history_type_id in (select id from ticket_history_type where name = 'SendAnswer' ) group by change_by Would this be correct? Replies recived: select t.change_by as user_id, count(t.change_by) as replies_recived from article art left join ticket t on (art.ticket_id = t.id) where art.article_type_id in (select artt.id from article_type artt where artt.name = 'email-external') and t.queue_id in (select q.id from queue q) and t.ticket_state_id not in (select ts.id from ticket_state ts where ts.name = 'new') and art.change_time < '2010-09-24' and art.change_time >= '2010-09-23' and art.article_sender_type_id in (select ast.id from article_sender_type ast where ast.name = 'customer') group by t.change_by Does this look correct? I think this shows against the ticket's current owner but I could be wrong. Number of tickets set to pending: select change_by as user_id, count(change_by) as pending_set from ticket t where t.queue_id in (select q.id from queue q) and t.ticket_state_id in (select ts.id from ticket_state ts where ts.name like 'pending auto close%') and t.change_time < '2010-09-24' and t.change_time >= '2010-09-23' group by change_by The numbers here seem a lot lower than I would expect. Number of tickets set to closed: select change_by as user_id, count(change_by) as closed_set from ticket t where t.queue_id in (select q.id from queue q) and t.ticket_state_id in (select ts.id from ticket_state ts where ts.name like 'closed%') and t.change_time < '2010-09-24' and t.change_time >= '2010-09-23' group by change_by Like the pending one, the numbers seem low. What am I doing wrong? Can someone help? Thanks, Josh.

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hide login name from owner selection
by Leonardo Certuche 24 Sep '10

24 Sep '10

Hello there! On the environment we're currently deploying OTRS on, National Identification Number is used as login name. They're happy about that but it seems like there's a security flag for showing that information on the change owner screen. I was looking at the code of the DTL file and it reads a variable called $Data{"OwnerStrg"}, which brings login, first name and last name. Is there any way to hide login so it only shows last name and first name? Thanks! Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

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REG : Problem in Fetching mail from OTRS
by vijay dahiya 24 Sep '10

24 Sep '10

Dear All, After putting the Ignore rule in the OTRS , i started getting the mail but after few mail i am getting the following error : [Thu Sep 23 11:16:30 2010][Notice][Kernel::System::MailAccount::POP3::_Fetch] POP3: Fetched 1 email(s) from otrs(a)bbkindia.com/10.4.0.16. [Thu Sep 23 11:17:18 2010][Error][Kernel::System::MailAccount::POP3::_Fetch][152] POP3: Can't process mail, email no 1 is empty! Please let me know how to resolve the same , even after removing the rule i am getting same error . Regards Vijay

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Ticket Pending Reminder
by Pradumna Maheshwari 23 Sep '10

23 Sep '10

Is there any relation between Escalation of ticket and SLA with the Pending Reminder. As we have made all escalations zero and also no SLA is there, is this a reason for Agent are not getting reminders..? 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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