March 2011 - otrs - OTRS mailing lists

Hide messages without customer email from the Customer interface
by Fernando Frediani (Qube) 09 Mar '11

09 Mar '11

Hi folks I have been running OTS for years here without smoothly. Recentlly we wanted to give our customer access to the Customer interface, however faced an issue that perhaps some of you can advise about. When a ticket is opened by the customer on the course of the conversation we send emails internally tor to our suppliers for something related to the resolution of that ticket, without of course including the customer's email. If the customer logs in on the Customer interface he can see those emails. Any chance that can be hidden or filtered to only those emails which includes his email address or a group of emails from people from the same customer's company ? Thanks Regards, Fernando Frediani

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FAQ : reply with link instead of content
by GARDAIS Ionel 08 Mar '11

08 Mar '11

Hi, Within the FAQ module, when replying to a ticket, is it possible to add the FAQ link instead of a copy of the FAQ content ? If not, is it possible to declare a "header" before the FAQ content to state to the user that it has been copied from a FAQ article and that "he is highly encouraged to browse the FAQ for more informations" ? Thanks, Ionel

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New Install - Mismatched Tag 'script'
by Chris Waters 08 Mar '11

08 Mar '11

We are trying to evaluate OTRS but are having issues getting it to run properly. I have posted details in the forum here. http://forums.otrs.org/viewtopic.php?f=63&t=8487 It would be great if someone could take a look and point me in the right direction, it seems there must be malformed xml or maybe the parser module is broken but I don't know where to start. CentOS 5.5 (i386 VBox Guest) OTRS 3.0.6 mysql-server.i386 5.0.77-4.el5_5.4 -- Thanks, Chris Waters WAN/LAN Technician Information Systems - Networks JELD-WEN, Inc. cwaters(a)jeld-wen.com

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ConfigItem data
by Straccialano, Rosanna 08 Mar '11

08 Mar '11

Hi, Can somebody please help me. I'm trying to run a report (externally via Excel) on items in Config Items in OTRS, does anybody know which table I should be extracting from please or even if this is possible. We are using MySQL. Thank you, Rosanna

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Juniper sa sso
by Anton Löthman 08 Mar '11

08 Mar '11

Has anyone got a sso solution between a juniper sa portal and otrs to work?

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How to use Import/Export Management to create links between config items
by Martin Aigner 08 Mar '11

08 Mar '11

Hello OTRS, first of all, OTRS is a great project. We are struggeling with an ancient ticket/inventory systems for ages and now it seems we are finally able to swithing to OTRS. Thanks for that. Right now I am trying to migrate our inventory to OTRS using the import/export management. I retrieve inventory data from OCS inventory http://www.ocsinventory-ng.org/ and write a csv file with a simple python script. btw: I am willing to share the script if someone is interested. It is not a big deal, though. This procedure works fine for computers, printers, monitors... as stand alone items. What I would like to do is to import the link between this items. I can provide the IDs of the related items but it seems that the import manager cannot create a template to import such data. I use $OTRS/bin/otrs.ImportExport.pl with a template I created using the admin interface. Best, Martin

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Survey Module - Not Sending Survey
by Parag Bhalerao 07 Mar '11

07 Mar '11

Hello Friends, I have a working install of OTRS 3.0.0 Beta 7 on Windows platform. I just installed survey module 1.2.91. I have configured the module and created a test survey. The system is not sending out the surveys, but when I click on survey, the count of surveys sent is incrementing. Am I missing something? GoodWills Parag Bhalerao

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Customer Responsiveness
by Brandon Cabrera 07 Mar '11

07 Mar '11

Greetings OTRS! Here's my problem, some customers have a knack for not responding to an open ticket which can skew our metrics on how well we keep to our SLA's. So some tickets where agents were prompt on contacting customers and trying to resolve their issue show up as escalated tickets once the resolution time was reached. I want to be able to view a report where situations like this are excluded so we do not confuse customer unresponsiveness for an agent's lack of SLA fulfillment. I am not sure if this is something I can fix within SLA's, queues, the generic agent, or some other back-end feature or if this is something I can weed out in the reporting feature. I hope this is enough information for you. Thanks, Brandon

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FAQ : How to add a category
by Ionel GARDAIS 07 Mar '11

07 Mar '11

Hi list, I just installed the FAQ module on a test system with OTRS 3.0.6. I can see the FAQ menu and am part of the faq group but whenever I try to add a FAQ, it complains against non-existing categories. But how to create categories ? Thanks, Ionel -- Ionel GARDAIS Tech'Advantage CIO - IT Team manager

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Add Hardware Type Itsm
by Sebastien Bory 07 Mar '11

07 Mar '11

Dear List How i can add a hardware type in the configuration Item ? I explain when you add an hardware item you have the name, description, .. and you have a drop list (type) and you can choose, printer, modem, keyword, and I need to add type since firewall , how I can do that? thanks Bets regards Sébastien Bory

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