December 2011 - otrs - OTRS mailing lists

Notification issues
by Andrew Meyer 13 Dec '11

13 Dec '11

I seem to be having Notification issues on 3.0.11 after upgrading from 3.0.10. My users no longer get Notifications of new emails/voicemails that come into the helpdesk. I have checked my notification settings and get notified when I email a test message in, but my agents don't' get notified it's in the Helpdesk Queue. Thoughts? Andrew Meyer Unix Systems Administrator Precision Practice Management The business behind the practice. [Description: http://www.precisionpractice.com/EmailSignature/images/logoTeamLeader.jpg] D: 314.881.5265 C: 314.565.0868 F: 314.881.5365 689 Craig Road, Creve Coeur, MO 63141 Main Phone: 314.787.0681 www.PrecisionPractice.com<http://www.PrecisionPractice.com> Email: ameyer(a)precisionpractice.com CONFIDENTIALITY NOTICE: This e-mail, including attachments, may include protected health information (PHI), confidential and/or proprietary information, and may be used only by the person or entity to which it is addressed or the individuals designated to view such information per federal HIPAA regulations. If the reader of this e-mail is not the intended recipient or his or her authorized agent, the reader is hereby notified that any dissemination, distribution or copying of this e-mail is prohibited. If you have received this e-mail in error, please notify the sender by replying to this message and delete this e-mail immediately.

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There is an installable ISO comes with Linux and all
by Emmanuel Olivo 12 Dec '11

12 Dec '11

Dear Let me know if an image is installable OTRS, that it comes with linux and everything. regards Emmanuel

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OTRS headers generation
by Ugo Bellavance 12 Dec '11

12 Dec '11

Hi, We have developped an Outlook form using VSTO so that our users can set the SLA of their ticket and other data. At first, we did it by adding text into the e-mail message then process it with postmaster filters. It works, but it leaves text in the ticket. We are now trying setting headers directly instead, but we are having problems with iso-encoding, I think. Here are the X-OTRS headers generated in a sample message: X-Otrs-Service: Standard X-Otrs-Sla: =?iso-8859-1?Q?4_-_Faible_avec_date_butoir_-_Une_demande_normale,_mais_qu?= =?iso-8859-1?Q?i_a_une_date_butoir_-_Un_estim=E9_(ETA)_sera_fourni_=E0_l'?= =?iso-8859-1?Q?int=E9rieur_de_2_jours_ouvrables_max?= X-Otrs-Tickettime2: 2011-12-22 23:59:59 As you can see, the -Service and -Tickettime2 are working, but the SLA gets iso-encoded (probably because of the accentuated characters). So the Service and Tickettime fields are populated correctly in the ticket, but not the SLA. Is there a solution to this? Would this be OK in 3.0? Using OTRS 2.3, planning to upgrade to 3.0 in Q1 2011. Thanks, Ugo

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Customized Report Needed
by Vasuki Shelva Narayana B.K 12 Dec '11

12 Dec '11

Dear OTRS Community, I have this specific requirement of delivering a customized report, The format in which I need is Columns : Date | Tickets created for the day | Previous ticket in active state | Open for <1 Day | Open between 2-5 Days | Open for >5 Days | Closed <1 day | Closed between 2-5 Days | Closed after >5 days | Total Closed Tickets | Remaining Tickets I have tried SQL queries on the same, but with very little luck, as these numbers keep varying due to the fact that I am using the change_time or now() as my second reference, The extended requirement is to just run this once a day and collect historical reporting for previous months and create a CRON job so that future reports gets appended to a file on a day to day basis. Any pre designed / third party solution in this matter is really appreciated (OTRS-Manager did not help much) . Any suggestions / workarounds with SQL would be of great help. In case of any other information, feel free to mail me. Regards, Vasuki BK ________________________________ The information contained in this communication is intended solely for the use of the individual or entity to whom it is addressed and others authorized to receive it. It may contain confidential or legally privileged information. If you are not the intended recipient you are hereby notified that any disclosure, copying, distribution or taking any action in reliance on the contents of this information is strictly prohibited and may be unlawful. If you have received this communication in error, please notify us immediately by responding to this email and then delete it from your system. The firm is neither liable for the proper and complete transmission of the information contained in this communication nor for any delay in its receipt.

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Installing OTRS on my hosting
by Emmanuel Olivo 12 Dec '11

12 Dec '11

Dear As ORTS can install the program on my webhost provides me Tecero person? regards

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R: Re: OTRS JASIG-CAS INTEGRATION
by firesnake＠inwind.it 12 Dec '11

12 Dec '11

Hi, thanks. I have integrated OTRS 2.9 with jasig.-cas, with perl module AuthCas. but I have a lot of problems with OTRS 3.x. Can you help me? I not configured Apache with autenticate with Jasig-Cas (if this work with jasg-cas, can you tell me the correct configuration?) I use otrs 3.0 on ubuntu server Sorry for my english. Thanks Mike ----Messaggio originale---- Da: michiel.beijen(a)otrs.com Data: 07/12/2011 15.38 A: "firesnake(a)inwind.it"<firesnake(a)inwind.it>, "User questions and discussions about OTRS."<otrs(a)otrs.org> Ogg: Re: [otrs] OTRS JASIG-CAS INTEGRATION Hi, How have you previously integrated OTRS with jasig-cas? Have you configured Apache to authenticate with it, and then configured OTRS to use basic authentication? IMO the process should not be much different between OTRS 2.x and 3.x. If you can share where you're stuck, maybe someone can offer more targeted advice. Plus of course, my colleagues @ OTRS Group would be more than happy to assist you on a commercial basis. Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 F: +31 71 8200 254 I: http://www.otrs.com Making OTRS even better! Exclusive Feature Add-Ons improve usability of OTRS and extend its functionality: http://j.mp/ndQvZj On Wed, Dec 7, 2011 at 12:05, firesnake(a)inwind.it <firesnake(a)inwind.it> wrote: Hi, I have integrated OTRS 2.9 with jasig-cas, i have used perl module, but i have problems with integration of otrs 3.0 with jasig-cas. Anyone can help me, for fully integration of otrs 2.0 with jasig-cas. Thanks Mike. --------------------------------------------------------------------- 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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Please Help
by Nikhil Joshi 12 Dec '11

12 Dec '11

Hi, I have configured the OTRS and I have the following issue: 1.No notification for agents and customers after new ticket is created in the queue. 2.new tickets created by email are not created. Kindly help me in this. Regards Nikhil Joshi Webdynpro Consultant ArchitectSAP Solutions | <http://www.architectsap.com/> www.ArchitectSAP.com | 9960979700 Pune

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AUTO: Damiano Anselmi is out of office (tornerà il 13/12/2011)
by Damiano Anselmi 10 Dec '11

10 Dec '11

Sono fuori dall'ufficio fino a 13/12/2011 Risponderò al messaggio al mio ritorno. Per gli utenti UFI: procedere all'apertura di una segnalazione tramite Mantis In caso di urgenze contattare gli altri colleghi ICT Nota: Questa è una risposta automatizzata al messaggio "Re: [otrs] Notification issues" inviata il 10/12/2011 0.28.16. Questa è l'unica notifica che verrà ricevuta mentre la persona è assente.

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Dashboard
by Andy Wodfer 10 Dec '11

10 Dec '11

Hi, I was wondering if it is possible to change the layout of the Dashboard? Today each new/open ticket is displayed on the Dashboard like this: 2011050510000013 test 217 d 5 t If possible, I'd very much would like to see a cell with senders name or email address before the title (or also possibly a cell that I can edit myself. This is to easier identify the different open cases). I'm managing two OTRS systems this would be nice for, one 2.4.8 and 3.0.7. Thanks for any feedback! Best, Andy

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Re: [otrs] Uninstall OTRS 3.0.6 from CentOS (Nils Leideck)
by Faisal Misle 09 Dec '11

09 Dec '11

Hello I used RPM. Faisal Misle On Dec 9, 2011, at 2:32 AM, "otrs-request(a)otrs.org" <otrs-request(a)otrs.org> wrote: > 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: Notification issues (Nils Leideck) > 2. Re: Uninstall OTRS 3.0.6 from CentOS (Nils Leideck) > 3. Dashboard (Andy Wodfer) > 4. help OTRS configuration (Nikhil Joshi) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Wed, 7 Dec 2011 20:11:36 -0500 > From: Nils Leideck <nils.leideck(a)leidex.net> > Subject: Re: [otrs] Notification issues > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: <828B4846-3F45-462C-9790-829BB1EAD6A5(a)leidex.net> > Content-Type: text/plain; charset="windows-1252" > > Hi Andrew, > > can you see a history record in the ticket history (not article) about that an email has been send to your agents? > Did you run any kind of database update scripts during the patch level update? > > On 07.12.2011, at 15:13, Andrew Meyer wrote: > >> I seem to be having Notification issues on 3.0.11 after upgrading from 3.0.10. My users no longer get Notifications of new emails/voicemails that come into the helpdesk. I have checked my notification settings and get notified when I email a test message in, but my agents don?t? get notified it?s in the Helpdesk Queue. > > Cheers, Nils > -- > http://webint.cryptonode.de / a Fractal project > >

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