April 2011 - otrs - OTRS mailing lists

How to split a ticket
by Muhammad El-Sergani 27 Apr '11

27 Apr '11

Hi all, I know how to merge two or more tickets, working fine. How can I split one that I accidentally merged? i.e. undo the mistake ... Thanks and Best Regards, Muhammad El-Sergani.

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ITSM 2.1.1 - Package not correctly deployed! You should reinstall the Package again!
by Sean Bridge 26 Apr '11

26 Apr '11

Running Ubuntu 11.04 - OTRS 2.4.9 - and trying to install The OTRS::ITSM bundle package 2.1.1 - But it's failing. But it's trying to install in var/packagesetup/ITSM/ -- var exists - but the rest do not. Do I create them? Is there a permission issue I should be aware of?

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how does OTRS calculate solution times?
by Grzella, Mark 26 Apr '11

26 Apr '11

Hey list, i recently "imported" old cases (simply by getting them to the normal importer) and thought that once I would change create_time and create_time_unix in the database accordingly to their original values (the day they had been originally send) everything would be fine. Well actually it is, at least partially. OTRS does count them on the correct "created date" indeed after proper sql statements. My problem now is that I do not get how I can tell OTRS at which date they had actually been solved. Just to give an example what i´ve done so fare: UPDATE ticket SET create_time_unix="1281702900" WHERE id = "119"; to set the correct unix date where the email originally arrived. UPDATE ticket SET create_time= "2010-08-13 14:35:00" WHERE id = "119"; To set the corresponding normal date stamp. UPDATE ticket SET type_id="9" WHERE id = "119"; To get it to my correct ticket type. UPDATE ticket SET ticket_state_id="2" WHERE id = "119"; To have it set to "done". Assuming now that my above mentioned ticket was originally solved on 2010-08-15 11:50:00 (or corresponding unix timestamp)... where do I have to put which kind of data into OTRS MySQL DB so that it does recognizes this as solution time? It seems not to be "timeout" as I first thought. Can any one help? mit freundlichen Grüßen Studienkreis GmbH Mark Grzella Junior IT-Projektleiter Universitätsstraße 104, 44799 Bochum Tel.: 02 34/97 60 - 404 mgrzella(a)studienkreis.de www.studienkreis.de AG Bochum HRB 4581 Geschäftsführer: Franz Dahlmanns Bernd Kreissig (Sprecher) Bastian Schmidt-Faber

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Access via POP
by Muhammad El-Sergani 25 Apr '11

25 Apr '11

Hi all, I have a strange problem. I'm using a google business account for my OTRS. The same account is accessed via POP (with leave messages on server) by a Thunderbird client. Google mail is set to keep the accessed email in the Inbox, without altering it's read state. Ok, so the problem is this. When mail's accessed by OTRS first, no problem, both will have a copy of the email. But when accessed through Thunderbird first, OTRS can't pull the email then. Does anybody know of a fix for this? -- Thanks and Best Regards, Muhammad El-Sergani.

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How to re-open closed tickets
by Armando Irazabal 25 Apr '11

25 Apr '11

Hi Guys, I need to know How to re-open closed tickets. Any idea? Regards, Armando

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OTRS iPhone
by Muhammad El-Sergani 25 Apr '11

25 Apr '11

Hi all, I'm not able to get the iPhone app to work, it's looking for a JSON interface. What's that? -- Thanks and Best Regards, Muhammad El-Sergani.

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Customers - Batch "Add"
by Muhammad El-Sergani 24 Apr '11

24 Apr '11

Hello, Is there a way to add alot of customers, batched all together, instead of one-by-one? Also, could I for one customer, add more than one email address? Thanks and Best Regards, Muhammad El-Sergani.

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Why worry of increasing expenses? Get a better paying job.
by TimesJob 24 Apr '11

24 Apr '11

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OTRS system mail messed up
by Muhammad El-Sergani 24 Apr '11

24 Apr '11

Hello all, I believe there's a time issue with our OTRS installation, as the time is ahead of the server's time by 1 hour. I have the server set @ GMT, and the customer is @ GMT+2... and the email is sent @ GMT+1... Any help? Thanks and Best Regards, Muhammad El-Sergani.

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Re: [otrs] Disable "Ticket Lock"
by Hugh Kelley 24 Apr '11

24 Apr '11

Sorry, allow me to finish that thought. You can turn the lock time down on a per queue basis. Setting the timeout to a very low number causes tickets to unlock very quickly. We keep ours at 15 minutes. Hugh From: Muhammad El-Sergani Sent: Saturday, April 23, 2011 6:51 PM To: Hugh Kelley Cc: otrs(a)otrs.org Subject: Re: Disable "Ticket Lock" I mean like how? :) On Sunday, April 24, 2011, Hugh Kelley <hugh.kelley(a)gmail.com> wrote: > > > > You can set > > From: Muhammad El-Sergani > Sent: Saturday, April 23, 2011 5:02 PM > To: otrs(a)otrs.org > Subject: [otrs] Disable "Ticket Lock" > > Dear all, > Is there a way to disable the "Ticket Lock" feature? I fear it's of no real use to us, at the moment. > > Thanks and Best Regards, > Muhammad El-Sergani. > > -- Thanks and Best Regards, Muhammad El-Sergani.

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