April 2011 - otrs - OTRS mailing lists

SOAP::Lite version problem with OTRS 3.0.7 (Debian Squeeze)
by otrs＠catcons.co.uk 13 May '11

13 May '11

Hello :-) /opt/otrs/bin/otrs.CheckModules.pl reports: SOAP::Lite.....................failed!!! Version 0.712 not supported! This version is broken and not useable! Please use another version. But the CPAN shell command "upgrade SOAP::Lite:" reports: All modules are up to date for SOAP::Lite What to do? Versions: * Debian 6.0 (Squeeze) 64-bit, with aptitude safe-upgrade done today. * OTRS 3.0.7 from http://ftp.otrs.org/pub/otrs/otrs-3.0.7.tar.gz with MD5 sum checked. Best Charles

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Set default font for any text input
by Muhammad El-Sergani 01 May '11

01 May '11

Hi all, Is there a way to set a default font, and size, for any text input in OTRS? Thanks and Best Regards, Muhammad El-Sergani.

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Add "Pending tickets" to Dashboard
by Muhammad El-Sergani 30 Apr '11

30 Apr '11

Hi all, Is there a way to add Pending auto close tickets to the dashboard as well as Reminder tickets? Thanks and Best Regards, Muhammad El-Sergani.

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Open Tickets - Sort by last event
by Muhammad El-Sergani 30 Apr '11

30 Apr '11

Hi all, I'm trying to get the Open Tickets in the Dashboard to display last-replied-to-tickets at the top, but failing to do so. The problem is that tickets old enough (in pages 2 and so on, and yes, I have the max value for the limit per page set), receive replies and updates, and agents are not aware of that. Is there anyway to go around this? Thanks and Best Regards, Muhammad El-Sergani.

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Problem - Pending date for Open tickets
by Muhammad El-Sergani 30 Apr '11

30 Apr '11

Dear all, We have a strange problem that sudenly started taking place. Our system is set @ GMT timezone. OTRS is set @ +0 timezone. When we reply to any ticket, or even create a new one, and the state is set @ Open, we are prompted to insert a future date. Funnily though, the date on the page is already set @ 1 day ahead, which is the default, but keeps on asking for a Future Date. This is the error: needs a date after 29/04/2011 [image: Screen shot 2011-04-28 at 12.44.29 PM.png] And this is today's date: 28/04/2011 [image: Screen shot 2011-04-28 at 12.44.39 PM.png] Can someone help guide? I already restarted OTRS in hopes that it might resolve the issue, but to no avail. Thanks and Best Regards, Muhammad El-Sergani.

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Re: [otrs] questions
by Danail Petrov 29 Apr '11

29 Apr '11

According to ITIL "language" it's probably "Configuration Item" Check this out: http://en.wikipedia.org/wiki/Configuration_Management_(ITSM)#Configuration_… Hope it helps ;) -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of DM_Julio Angulo Sent: 29 април 2011 г. 17:44 ч. To: User questions and discussions about OTRS. Subject: [otrs] questions What is "CI"?, sorry i´m loosing... --------------------------------------------------------------------- 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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questions
by DM_Julio Angulo 29 Apr '11

29 Apr '11

What is "CI"?, sorry i´m loosing...

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: ITSM Change SHOW Columns parameter
by Stefano Boccanera 29 Apr '11

29 Apr '11

Hi I'm trying to customize some ITSM Change views: Search option and Overview option (HTML or Normal output type). I configured (added) two additional columns, DescriptionPlain and JustificationPlain setting the value to 1 but the columns are not showed on the specific view. Otherwise enabling a default configured column (for example Impact) is correctly showed. I also applied the same configuration on Search CVS output and all goes fine. I'm wondering if there is some constraint about the type of column could be showed and if so how and what I have to modify to have a customized view ? best regards -- * Stefano Boccanera*

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how detailed to make the queue names?
by marthter 29 Apr '11

29 Apr '11

Hi folks, I'm fairly new to OTRS. I have installed version 2.4.7 on an Ubuntu 10.04 system, and have been testing it with the past 10 or 15 support calls as examples. We have just a small support team, most days only 1 or 2 agents are "on" out of 4 of us total. I have set up these 4 users as "agent" users through the LDAP integration to our Active Directory server. We have about 100 employees that we are supporting for various IT requests (computers, laptops, cell phones, BlackBerrys, some off the shelf applications, and 2 small in-house developed applications). These I have set up in OTRS as "customers" (even though they are all internal "customers") which are divided between two companies under the same parent company. For trying out and learning the features of OTRS, I have set up about 6 queues: - computers - laptops - network and VPN - cell phones - BlackBerrys - in-house apps However I would also like a way to track the requests by which of the two companies it was from. What do you guys recommend for this? Is it better to make 2 top-level queues, and 6 queues under each? such as: - Company A - computers - laptops - network and VPN - cell phones - BlackBerrys - in-house apps - Company B - computers - laptops - network and VPN - cell phones - BlackBerrys - in-house apps Further, I would also like to eventually track with more granularity than the above 6, and much of this next-level-of-detail will be repeated under each of the above queues (though some sub-divisions will be specific). For example: - computers - accessories - lost devices - damaged devices - new device roll out - old device removal - laptops - accessories - lost devices - damaged devices - new device roll out - old device removal - network and VPN - connectivity - performance - VPN - cell phones - number and SIM card swaps - accessories - lost devices - damaged devices - new device roll out - old device removal ... I'm wondering if making the queues so detailed is really the right way to do this? or if there are some other features, parameters, status, type, labels, etc on each ticket that would be better to use for this? As far as assigning which of our 4 agents will work on the tickets, the 6 divisions is plenty (basically just 1 or 2 of us will do all the support on any given day, and if there is certain areas where one of us has more knowledge or can finish it faster, it will go to that user even if they aren't "on" on that day). But for analyzing what topics we are getting more calls on, what we are spending more time on, etc, we would like more detail than those 6 divisions. Also I'm wondering if most of you re-do the same labels you use on the queues, as you re-use those labels for FAQ "categories", and if you also re-use those same labels for the TimeAccounting "projects"? Any feedback and sharing of your experiences will be much appreciated. Thanks. Martin

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User login data in URL
by Aleksander Walesa 29 Apr '11

29 Apr '11

Hi All, Is it possible to pass some login info to OTRS in URL? I wonder if it is possible for something like this: https://my_otrs_box/customer.pl?user=username?pass=User_password to automatically login that user after clicking that link? Best Regards, Aleksander

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