May 2011 - otrs - OTRS mailing lists

Re: [otrs] Ticket - field Time units (work units)
by Sergio 30 May '11

30 May '11

Leonardo, thank you. Sergio Hello Sergio It's on Ticket -> Frontend::Agent Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

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Field descriptions
by sergio＠scs.eti.br 30 May '11

30 May '11

Hello, please where I can find descriptions for the following fields? EscalationDestinationIn, EscalationDestinationDate, EscalationTimeWorkingTime, EscalationTime, FirstResponse, FirstResponseInMin, FirstResponseDiffInMin, FirstResponseTimeWorkingTime, FirstResponseTimeEscalation, FirstResponseTimeNotification, FirstResponseTimeDestinationTime, FirstResponse, TimeDestinationDate, FirstResponseTime, UpdateTimeEscalation, UpdateTimeNotification, UpdateTimeDestinationTime, UpdateTimeDestinationDate, UpdateTimeWorkingTime, UpdateTime SolutionTime, SolutionInMin, SolutionDiffInMin, SolutionTimeWorkingTime, SolutionTimeEscalation, SolutionTimeNotification, SolutionTimeDestinationTime, SolutionTimeDestinationDate, SolutionTimeWorkingTime Thank you Sergio

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Timezone in OTRS 3.0
by ravi shanker 30 May '11

30 May '11

Hi , How do we configure timezone for OTRS? my web-server and Db server are on EST and i need my OTRS to have IST timezone. Ravi Shankar

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test8
by Robert Poreba 29 May '11

29 May '11

test8

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Always CC addresses
by Muhammad El-Sergani 29 May '11

29 May '11

Dear all, Is it possible to always cc some addresses when sending emails from OTRS? I believe I stumbled across that somewhere, but not so sure. Thanks and Best Regards, Muhammad El-Sergani.

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Show more than 25 tickets in Dashboard
by Muhammad El-Sergani 28 May '11

28 May '11

Dear all, Is there a way to show more than 25 messages in any of the dashlets? In our case, only 25 tickets is a little bit low. Thanks and Best Regards, Muhammad El-Sergani.

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Can't locate DBI.pl
by Xiaoxing Meng 27 May '11

27 May '11

Hello, In fact, I copied the file DBI.pm at the directory where otrs try to find the file instead of making a link between the two file. But I got another error Software error: Can't locate loadable object for module DBI in @INC (@INC contains: /opt/otrs/bin/cgi-bin /opt/otrs/bin/Custom /opt/otrs/bin/Kernel/cpan-lib /opt/otrs/bin /opt/otrs/bin/cgi-bin/../../Kernel/cpan-lib /opt/otrs/bin/cgi-bin/../.. /usr/local/perl/lib/5.10.0/i686-linux /usr/local/perl/lib/5.10.0 /usr/local/perl/lib/site_perl/5.10.0/i686-linux /usr/local/perl/lib/site_perl/5.10.0 .) at /opt/otrs/bin/cgi-bin/DBI.pm line 263 BEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/DBI.pm line 263. Compilation failed in require at /opt/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 21. BEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 21. Compilation failed in require at /opt/otrs/bin/cgi-bin/../../Kernel/System/Web/InterfacePublic.pm line 27. BEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/../../Kernel/System/Web/InterfacePublic.pm line 27. Compilation failed in require at /opt/otrs/bin/cgi-bin/public.pl line 39. BEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/public.pl line 39. For help, please send mail to the webmaster (webmaster@localhost<mailto:webmaster@localhost>), giving this error message and the time and date of the error. Doing a copy of file like that is not allowed? Best regards, Xiaoxing

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Ticket - field Time units (work units)
by sergio＠scs.eti.br 27 May '11

27 May '11

Hi Mike, thank you for your answer. But, I could not find Ticket:: Frontend:: TimeUnits, is it in the group ticket? Sergio Message: 1 Date: Tue, 10 May 2011 22:02:56 +0200 From: Michiel Beijen <michiel.beijen(a)gmail.com> Subject: Re: [otrs] Ticket - field Time units (work units) To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <BANLkTikEvMHeea86Tr1Xu0DNNim6dOEk+Q(a)mail.gmail.com> Content-Type: text/plain; charset=UTF-8 Hi S?rgio, You can actually use what fits best for your organization. Some use hours, other use seconds, most use minutes. You can set the text for the (work units) field in Admin > Sysconfig, under Ticket::Frontend::TimeUnits. -- Mike

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Notify sender when empty subject received
by GARDAIS Ionel 27 May '11

27 May '11

Hi list, I'd like to notify and drop any new mail received from a client when there is no subject in his mail. What kind of configuration should I use ? I was thinking of a combination of : - a postmaster filter forcing a special queue 'rejected-queue' - an auto-response for this queue saying that there must be a subject on their mails. But I'm not sure it this will do the trick. Any clues ? Thanks, Ionel

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Setting pending states via generic agent does not set pending time
by Lars Jørgensen 27 May '11

27 May '11

Hi, When we move tickets into a specific queue, we want them to be autoclosed after seven days and the customer notified. I can accomplish most of this with a generic agent and an event based notification. Only thing missing is the pending time. If I manually set a ticket to "autoclose+" I can see that OTRS sets a "SetPendingTime" in the ticket history, and in the TicketZoom I can see when the ticket will autoclose. If I set a ticket to "autoclose+" by a generic agent, there is no pending time set on the ticket. Is there a way to accomplish this? Lars

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