November 2011 - otrs - OTRS mailing lists

Re: [otrs] How to link a computer and a customer :: otrs Digest, Vol 38, Issue 20
by Anna Brakoniecka 22 Nov '11

22 Nov '11

Message: 5 > Date: Wed, 19 Oct 2011 16:54:08 +0200 > From: Loic Baron <loic.baron(a)cnrs-dir.fr> > Subject: [otrs] How to link a computer and a customer ? > To: otrs(a)otrs.org > Message-ID: <4E9EE490.7020702(a)cnrs-dir.fr> > Content-Type: text/plain; charset="iso-8859-1"; Format="flowed" > > How to link a computer (CI) and a customer ? > I don't know how to do that... > > If i assign the login of the customer in the owner field of the CI > computer, it doesn't display the computer in the tickets of the client. > The Customer Number is used for the name of the company. > > Can you help me ? Hi there, this is one of the standard features of KIX4OTRS, a wide OSS / extension and package in the meaning of OTRS. If you install it, you may match customer data with related CIs. The good news are: 1) this matching is active within many different fields, f.e. while creating a new ticket, while searching after customer within the customer info dashboard and in the ticket view (next to involved persons) and CI view (automatic connection). If you need some screenshots, just contact us. Demo system is available online. http://demo-otrs.cape-it.de/ Download is available online. http://www.cape-it.de/current-kix4otrs.html Kind regards, Anna - - - - - - - - - - - - - - - Anna Brakoniecka c.a.p.e. IT® GmbH - ...cape it easy Annaberger Str. 240, D-09125 Chemnitz http://www.cape-it.de Tel: +49 371 5347 620 Fax: +49 371 5347 625 AG Chemnitz - HRB 23192 Geschäftsführer Rico Barth, Thomas Maier -----Ursprüngliche Nachricht----- An:otrs@otrs.org; Von:otrs-request@otrs.org Gesendet:Di 15.11.2011 18:03 Betreff:otrs Digest, Vol 38, Issue 20 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: Event Notification Timeunits (Gerald Young) 2. Re: Receive email, ignore it and don't re-open ticket (Gerald Young) 3. Re: link a computer and a customer :: otrs Digest, Vol 37, Issue 26 (Anna Brakoniecka) 4. DBI:ODBC performance for MSSQL (Hugh Kelley) 5. Re: link a computer and a customer :: otrs Digest, Vol 37, Issue 26 (Nils Leideck) ---------------------------------------------------------------------- Message: 1 Date: Tue, 15 Nov 2011 08:48:16 -0500 From: Gerald Young <crythias(a)gmail.com> Subject: Re: [otrs] Event Notification Timeunits To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAKk-oULpPzmP-AqDQbXmPz7FTFFLNggUMx+ZwuQebmtMphr4SA(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" This might be nasty, I think you should be able to add this in System/Ticket.pm $Ticket{TicketAccountedTime} = $Self->TicketAccountedTimeGet(TicketID => $Ticket{TicketID}); before # cleanup time stamps (some databases are using e. g. 2008-02-25 22:03:00.000000 and then you'll be able to use <OTRS_TICKET_TicketAccountedTime> as an entry. Note that this now adds sql overhead (a tiny(?) bit) but ... 2011/11/10 M?rton Kriszti?n <marton.krisztian(a)office.mta.hu> > Hi**** > > ** ** > > I would like to make a new Event Notification to customer with Timeunits > value. > I tried the following ways, but none succeeded:**** > > <OTRS_TICKET_Accountedtime>**** > > <OTRS_TICKET_Timeunits>**** > > <OTRS_TICKET_Accountedtime>**** > > <OTRS_TICKET_NeedAccountedTime>**** > > ** ** > > anyone has ideas?**** > > ** ** > > Thank You**** > > Krisztian**** > > ** ** > > -- > Ezen uzenet virusellenorzesen esett at, es virusmentesnek bizonyult. > > --------------------------------------------------------------------- > 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 > -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20111115/2d854bc2/attachme…> ------------------------------ Message: 2 Date: Tue, 15 Nov 2011 08:52:34 -0500 From: Gerald Young <crythias(a)gmail.com> Subject: Re: [otrs] Receive email, ignore it and don't re-open ticket To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAKk-oUL=HocK4_7jg-d9Jj3NmH6F7EtfDSHA1_B-zByN1ta0VQ(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" http://forums.otrs.org/viewtopic.php?f=62&t=11184 On Fri, Nov 11, 2011 at 8:29 AM, Muhammad El-Sergani <msergani(a)gmail.com>wrote: > Hello Robert, > > I checked the link, and yes it definitely will help.. thanks a lot! > In my case it's not out of office only, but also "Ticket closed" and such. > > Thanks > //M > > > > On Fri, Nov 11, 2011 at 3:15 PM, Robert Poreba < > poreba.robert(a)googlemail.com> wrote: > >> Hi Muhammad, >> >> This is what I found yesterday: >> >> http://blog.otrs.org/2010/10/22/dont-let-out-of-office-emails-change-your-t… >> >> It's for out-of-office replies but probably can be tweaked. >> I haven't tried it yet but I will as we need something similar. >> >> -- >> Regards, >> Robert >> >> On Fri, Nov 11, 2011 at 12:28 PM, Muhammad El-Sergani <msergani(a)gmail.com >> > wrote: >> >>> Dear list, >>> >>> Is it possible to define a new Postmaster Filter that would allow >>> receiving an email to a closed ticket, add it to the list of emails, but >>> not re-open the ticket? >>> Currently I'm able to use the normal X-OTRS-ignore flag, but that will >>> not add the email to the closed ticket, it will just delete it. >>> >>> Thanks >>> //M >>> >>> >>> --------------------------------------------------------------------- >>> 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 >> > > > --------------------------------------------------------------------- > 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 > -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20111115/53a73cf4/attachme…> ------------------------------ Message: 3 Date: Tue, 15 Nov 2011 16:51:56 +0100 From: Anna Brakoniecka <anna.brakoniecka(a)cape-it.de> Subject: Re: [otrs] link a computer and a customer :: otrs Digest, Vol 37,Issue 26 To: otrs(a)otrs.org <otrs(a)otrs.org> Message-ID: <vmime.4ec28a9c.3a5a.9a3922441cf89e5c(a)zarafa.cape-it.de> Content-Type: text/plain; charset="windows-1252" Hi there, ? with the KIX4OTRS (free and Open Source package of extensions compatble with the OTRS), you can easily do it. When the CIs and a customer are matched, then you see the user-related CIs within the ticket view. Additionally, within the customer search you see automatically the related CIs as well after you select a customer. If you need more information about it or screenshots, contact us. You can download KIX and try it, of course, too: http://www.cape-it.de/current-kix4otrs.html ? regards, Anna ? -----Urspr?ngliche Nachricht----- An:otrs@otrs.org; Von:otrs-request@otrs.org Gesendet:Mi 19.10.2011 18:03 Today's Topics: ? 5. ?How to link a computer and a customer ? (Loic Baron) ---------------------------------------------------------------------- Message: 5 Date: Wed, 19 Oct 2011 16:54:08 +0200 From: Loic Baron <loic.baron(a)cnrs-dir.fr> Subject: [otrs] How to link a computer and a customer ? To: otrs(a)otrs.org Message-ID: <4E9EE490.7020702(a)cnrs-dir.fr> Content-Type: text/plain; charset="iso-8859-1"; Format="flowed" How to link a computer (CI) and a customer ? I don't know how to do that... If i assign the login of the customer in the owner field of the CI computer, it doesn't display the computer in the tickets of the client. The Customer Number is used for the name of the company. At the same time, the number of open tickets displayed in the client infos of the ticket page is the number of tickets for the company. I would prefer to have the number of open tickets for the client. Can you help me ? -- BARON Lo?c (01 44 96 49 46) loic.baron(a)cnrs-dir.fr <mailto:loic.baron@cnrs-dir.fr> CNRS - D?l?gation Paris Michel Ange SSI (Service des Syst?mes d'Information) -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20111019/5e24b45f/attachme…> ? ? ? ? Viele Gr??e, Anna Brakoniecka ? ? - - - - - - - - - - - - - - -? ? Anna Brakoniecka c.a.p.e.?IT??GmbH?-?...cape?it?easy Annaberger Str. 240, D-09125 Chemnitz http://www.cape-it.de Tel:?+49?371?5347?620 Fax:?+49?371?5347?625 AG?Chemnitz?-?HRB?23192 Gesch?ftsf?hrer?Rico?Barth,?Thomas?Maier -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20111115/317fac2c/attachme…> ------------------------------ Message: 4 Date: Tue, 15 Nov 2011 10:54:58 -0500 From: Hugh Kelley <hugh.kelley(a)gmail.com> Subject: [otrs] DBI:ODBC performance for MSSQL To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CA+nDRffKG_A6j=iOn1QHUrb2qaSByBkJ3mkjiF7LAzC6MSc9Dw(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" Has anyone been following (and better still, testing), the changes to DBD::ODBC (post 1.23_4)? Presumably these were meant to improve the performance of SQL statement preparation for MSSQL via ODBC. http://www.martin-evans.me.uk/node/65 http://grokbase.com/t/lists.scsys.co.uk/dbix-class/2010/04/dbix-class-new-e… http://search.cpan.org/~mjevans/DBD-ODBC/Changes#___top Hugh -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20111115/c7530760/attachme…> ------------------------------ Message: 5 Date: Tue, 15 Nov 2011 18:00:59 +0100 From: Nils Leideck <nils.leideck(a)leidex.net> Subject: Re: [otrs] link a computer and a customer :: otrs Digest, Vol 37,Issue 26 To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <3C06DAC5-C871-4E8C-95E3-CCE65E69461F(a)leidex.net> Content-Type: text/plain; charset="us-ascii" Or you can just the original and maintained OTRS own module presented here: http://www.otrs.com/en/solutions/subscriptions/feature-add-ons/feature-add-… ;-) Tons of choices Cheers, Nils On 15.11.2011, at 16:51, Anna Brakoniecka wrote: > with the KIX4OTRS (free and Open Source package of extensions compatble with the OTRS), you can easily do it. > When the CIs and a customer are matched, then you see the user-related CIs within the ticket view. Additionally, within the customer search you see automatically the related CIs as well after you select a customer. > If you need more information about it or screenshots, contact us. You can download KIX and try it, of course, too: > http://www.cape-it.de/current-kix4otrs.html -- Cheers, Nils http://webint.cryptonode.de / a Fractal project -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20111115/5b224ec3/attachme…> ------------------------------ --------------------------------------------------------------------- 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 End of otrs Digest, Vol 38, Issue 20 ************************************

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Forward ticket
by claude 20 Nov '11

20 Nov '11

Hi, I would like to know if it's possible for one agent to bounce or forward all ticket's history and attachments to external address ? Thanks and regards , Claude

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Response template
by Jean BROW 19 Nov '11

19 Nov '11

Hi all, I want to create a response template thats include date and time when the template was sent. Example: Dear customer, We confirm that you have been deleted DD.MM.YYY at 19:01 time. What can I use on the template to get this? Anyone know?

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Event Notification Timeunits
by Márton Krisztián 18 Nov '11

18 Nov '11

Hi I would like to make a new Event Notification to customer with Timeunits value. I tried the following ways, but none succeeded: <OTRS_TICKET_Accountedtime> <OTRS_TICKET_Timeunits> <OTRS_TICKET_Accountedtime> <OTRS_TICKET_NeedAccountedTime> anyone has ideas? Thank You Krisztian -- Ezen uzenet virusellenorzesen esett at, es virusmentesnek bizonyult.

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Several config.pm
by Juan Manuel Clavero Almirón 18 Nov '11

18 Nov '11

Hello, I have 3 otrs environments: test, pre-production and production. Some of the config options in my Config.pm files are environment-specific and others are the same for all 3 environments (organization-specific). ¿Could I have two config files in each installation, one with the organization options and the other with the environment-specific options? Juan Clavero Almirón Gestiò d’Identitats, Firma i Custòdia Oficina de Tecnologies, Informació i Comunicacions (OTIC) Servei de Salut de les Illes Balears C/ de les Escoles, s/n - 07181 Bendinat - Mallorca Telf. +34 971.42.65.30

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Change Management
by Wagner 18 Nov '11

18 Nov '11

Hello, could anyone explain me, how does otrs works with Change Management? thanks

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DBI:ODBC performance for MSSQL
by Hugh Kelley 16 Nov '11

16 Nov '11

Has anyone been following (and better still, testing), the changes to DBD::ODBC (post 1.23_4)? Presumably these were meant to improve the performance of SQL statement preparation for MSSQL via ODBC. http://www.martin-evans.me.uk/node/65 http://grokbase.com/t/lists.scsys.co.uk/dbix-class/2010/04/dbix-class-new-e… http://search.cpan.org/~mjevans/DBD-ODBC/Changes#___top Hugh

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Knowledge base?
by Gadow, Shawn 15 Nov '11

15 Nov '11

Is there an addon or anything to add a knowledge base to OTRS?.. We would like to be able to document internal processes/how-to's within OTRS itself rather than in a separate system.. I understand I could create a new queue and place the information in new tickets in that queue.. but I would rather if there was say a separate tab for knowledge base unrelated to queues/tickets as to not skew reporting Thank you, Shawn Gadow Network Administrator Oregon CUSD 220 "Security is when everything is settled. When nothing can happen to you. Security is the denial of life." - Germaine Greer

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Re: [otrs] link a computer and a customer :: otrs Digest, Vol 37, Issue 26
by Anna Brakoniecka 15 Nov '11

15 Nov '11

Hi there, with the KIX4OTRS (free and Open Source package of extensions compatble with the OTRS), you can easily do it. When the CIs and a customer are matched, then you see the user-related CIs within the ticket view. Additionally, within the customer search you see automatically the related CIs as well after you select a customer. If you need more information about it or screenshots, contact us. You can download KIX and try it, of course, too: http://www.cape-it.de/current-kix4otrs.html regards, Anna -----Ursprüngliche Nachricht----- An:otrs@otrs.org; Von:otrs-request@otrs.org Gesendet:Mi 19.10.2011 18:03 Today's Topics: 5. How to link a computer and a customer ? (Loic Baron) ---------------------------------------------------------------------- Message: 5 Date: Wed, 19 Oct 2011 16:54:08 +0200 From: Loic Baron <loic.baron(a)cnrs-dir.fr> Subject: [otrs] How to link a computer and a customer ? To: otrs(a)otrs.org Message-ID: <4E9EE490.7020702(a)cnrs-dir.fr> Content-Type: text/plain; charset="iso-8859-1"; Format="flowed" How to link a computer (CI) and a customer ? I don't know how to do that... If i assign the login of the customer in the owner field of the CI computer, it doesn't display the computer in the tickets of the client. The Customer Number is used for the name of the company. At the same time, the number of open tickets displayed in the client infos of the ticket page is the number of tickets for the company. I would prefer to have the number of open tickets for the client. Can you help me ? -- BARON Lo?c (01 44 96 49 46) loic.baron(a)cnrs-dir.fr <mailto:loic.baron@cnrs-dir.fr> CNRS - D?l?gation Paris Michel Ange SSI (Service des Syst?mes d'Information) -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20111019/5e24b45f/attachme…> Viele Grüße, Anna Brakoniecka - - - - - - - - - - - - - - - Anna Brakoniecka c.a.p.e. IT® GmbH - ...cape it easy Annaberger Str. 240, D-09125 Chemnitz http://www.cape-it.de Tel: +49 371 5347 620 Fax: +49 371 5347 625 AG Chemnitz - HRB 23192 Geschäftsführer Rico Barth, Thomas Maier

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Receive email, ignore it and don't re-open ticket
by Muhammad El-Sergani 15 Nov '11

15 Nov '11

Dear list, Is it possible to define a new Postmaster Filter that would allow receiving an email to a closed ticket, add it to the list of emails, but not re-open the ticket? Currently I'm able to use the normal X-OTRS-ignore flag, but that will not add the email to the closed ticket, it will just delete it. Thanks //M

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