May 2011 - otrs - OTRS mailing lists

Service Option missing on new tickets - customer.pl
by Stefan Bauer 19 May '11

19 May '11

Hi folks, we just moved from otrs 2.4 to current 3.0. Unfortunately at the customer.pl site, we're now missing the field Service. I see all of our 50 services in the Service-Tab in index.pl. All of our services are marked valid as well. Any ideas are greatly appreciated. thanks stefan

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Adding bugs in OTRS
by Karin Foss 18 May '11

18 May '11

Hi, We just started using OTRS 2.9 and OTRS ITSM and are having trouble with handling bugs. After analyzing an incident we find out it´s a bug. Then we would like to close the incident and open a new ticket with the type "Bug". The problem is that if we add a new bug ticket (phone or email) you have to enter a person in the "from" field and we don't want to have the customer involved in the bug-tickets. Do we have to create a dummy user to be able to do this or is there a better way of creating bugs in OTRS? Best regards ________________________________ [http://webservice.visma.com/tools/signature/images/vismalogo-subtext.jpg]Ka… Foss Projekt- / Förvaltningsledare Visma Sirius Kronborgsgränd 9, SE-164 87 Kista, Sweden Switchboard : +46 8 633 22 00 Direct : +46 8 633 22 68 Mobile : +46 70 494 16 14 Internet : http://www.vismasirius.se E-mail : karin.foss(a)visma.com<mailto:karin.foss@visma.com> Visma gör din verksamhet mer effektiv: Programvara - Outsourcing av redovisning och lönehantering - Upphandling, inköp och inkasso - Retail IT-lösningar - Projekt- och konsulttjänster ________________________________

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change ticket priority w/o acquire ownership
by Francesco Pasqualini 18 May '11

18 May '11

Is there a way to change ticket priority w/o acquiring ticket ownership ? I need a "supervisor" agent that must be able to change priority of every tickets. Thanks

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dropdown menu and sub menu
by Alessandro d'Ambrosio 18 May '11

18 May '11

Hello everyone! I've OTRS 2.4.7 and I've created many queues and subqueues in order to collect my tickets. In Customer Web Interface and in Agent Web Interface I would like to add another drop down menu to view the requests in the first and in others the corresponding subrequests. Can someone help me? Thanks in advance. Alessandro d'A.

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Software error in My workorders
by Karin Foss 18 May '11

18 May '11

Hi, Just got this error message when clicking on the icon My Workorders: Software error: Can't use an undefined value as an ARRAY reference at /opt/otrs//Kernel/Modules/AgentITSMChangeMyWorkOrders.pm line 233. For help, please send mail to the webmaster (root@localhost<mailto:root@localhost>), giving this error message and the time and date of the error. What has happened? regards ________________________________ [http://webservice.visma.com/tools/signature/images/vismalogo-subtext.jpg]Ka… Foss Projekt- / Förvaltningsledare Visma Sirius Kronborgsgränd 9, SE-164 87 Kista, Sweden Switchboard : +46 8 633 22 00 Direct : +46 8 633 22 68 Mobile : +46 70 494 16 14 Internet : http://www.vismasirius.se E-mail : karin.foss(a)visma.com<mailto:karin.foss@visma.com> Visma gör din verksamhet mer effektiv: Programvara - Outsourcing av redovisning och lönehantering - Upphandling, inköp och inkasso - Retail IT-lösningar - Projekt- och konsulttjänster ________________________________

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3.0.x - Queue View shows AutoReply instead of initial ticket content - and more
by Frobenius Nico 17 May '11

17 May '11

Hello list, I've been reading through the archives back to Oct. 2010 but haven't found anything on that matter – still surprised though since to us it is pretty annoying to work with Since OTRS 3.x when using the Queue View in "L"/Preview-view the tickets are displayed – not as before in 2.x - with the auto reply instead of the original ticket content. Usually my agents and me go through this list to take the tickets belonging to us. Now all we see is the "Thank you for your mail" reply and each ticket needs an extra click to see the content of the original ticket. You can't just browse through the list of new tickets anymore without touching every ticket. I've found someone in the otrs-forums that asked about the same issue but as of yesterday he hasn't found a solution for this. I've attached a screenshot. Any help very much appreciated since my agents blame me for upgrading to otrs 3 :-) Also I am trying to have my customers with rw-access to just 2 queues (which works via customer-defailt-queue) but I also want my customers to have read access to all other queues otherwise they can't see their own ticket after the agent moved the ticket. I can set the queues via Customer — Queues in the Webinterface but that doesn't do the trick since I a) it doesn't work on new customers and b) lets me change just the first 200 but I have about 20k customers. Hope someone can give me a hint there. Thanks in advance, Nico -- Department of Biosystems ETH Zürich / Swiss Federal Institute of Technology Nico Frobenius IT System Technik Mattenstrasse 26 4058 Basel, Switzerland phone: +41 61 387 31 85 email: nico.frobenius(a)bsse.ethz.ch<mailto:nico.frobenius@bsse.ethz.ch> web: http://www.bsse.ethz.ch/

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Modify Criticality Names
by Nathan Unsworth 16 May '11

16 May '11

I need to modify the Criticality names in Services. The defaults are "1 very low", "2 low", etc. I need them to read "Undefined", "Low", "Medium", etc. I have looked everywhere I can think of but I am not able to find the files/settings to modify. Background: Our current ticketing system has the priorities/criticalities of Undefined, Low, Medium, High, Critical. I need to change the default names to avoid confusion when we transition to OTRS. I also need to change the criticality names so that the criticality matrix will be easier to understand for future administrators. I am running OTRS::ITSM 3.0.7::3.0.3. ~Nathan Unsworth M - 801.864.5734 | W - 650-385-2900 x75099 nathan(a)sqwishy.net | www.sqwishy.net

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Editing colors for priorities (was: Re: otrs Digest, Vol 31, Issue 52)
by Michiel Beijen 15 May '11

15 May '11

Hi Eric, On Wed, Apr 27, 2011 at 12:01 AM, Eric Parlin <ericparlin(a)hotmail.com> wrote: > Everything is working well, except that OTRS wants to use 5 as it's highest > severity, and a 1 as it's lowest. Telecom is exactly the opposite, a 1 is > regarded as the highest severity and a 5 is the lowest. What is happening is > that my Critical alarms are being considered the lowest priority (blue) and > my lowest alarms are being seen as highest priority (red) and sorted > accordingly in the ticket queue view. I cannot find anyway to change this in > the SysConfig. Even if I just change the 1's to be Critical (or Very High) > the system just flips the colors on me!!! Its been very discouraging. Can > anybody help? Actually, OTRS determines the colors for the priorities based on their ID; and the problem with that is that you can't actually SEE the priority ID in the GUI. The colors for the priority are hard-coded in the stylesheet. So if you want to switch the colors; you CAN do the rename trick but you'll have to make sure you rename '1 very low' to '5 very low'; if you rename it to '1 very high' the system ID will still match blue. If this does not work for any other reason, the most 'OTRS-Like' way to modify the color based on the ID would be to create a custom skin that extends the stylesheet, rather than modifying skins/Agent/default/css/Core.Default.css directly. -- Mike

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Re: [otrs] otrs Digest, Vol 31, Issue 52
by Eric Parlin 15 May '11

15 May '11

Can anybody tell me if it's possible to change the colors of the priorities? What I mean is this, We are using OTRS::ITSM 3.0.6 in a telco environment (DWDM, Environmentals, IT, etc...). I have a SolarWinds Orion NPM server which I am using as an SNMP manager to receive the SNMP traffic and forward on the relevant traps via email after formatting the SNMP message. Everything is working well, except that OTRS wants to use 5 as it's highest severity, and a 1 as it's lowest. Telecom is exactly the opposite, a 1 is regarded as the highest severity and a 5 is the lowest. What is happening is that my Critical alarms are being considered the lowest priority (blue) and my lowest alarms are being seen as highest priority (red) and sorted accordingly in the ticket queue view. I cannot find anyway to change this in the SysConfig. Even if I just change the 1's to be Critical (or Very High) the system just flips the colors on me!!! Its been very discouraging. Can anybody help? > From: otrs-request(a)otrs.org > Subject: otrs Digest, Vol 31, Issue 52 > To: otrs(a)otrs.org > Date: Mon, 25 Apr 2011 18:35:53 +0000 > > 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: How to reset Ticket counters (Oliver Methfessel [MC]) > 2. Re: How to reset Ticket counters (Muhammad El-Sergani) > 3. How to split a ticket (Muhammad El-Sergani) > 4. OTRS iPhone (Muhammad El-Sergani) > 5. Re: OTRS iPhone (Nathan Campbell) > 6. Re: OTRS iPhone (Muhammad El-Sergani) > 7. OTRS iPhone (Muhammad El-Sergani) > 8. Re: OTRS iPhone (Nathan Campbell) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Mon, 25 Apr 2011 16:36:14 +0200 > From: "Oliver Methfessel [MC]" <lists(a)methfessel-computers.de> > Subject: Re: [otrs] How to reset Ticket counters > To: otrs(a)otrs.org > Message-ID: <4DB586DE.9030407(a)methfessel-computers.de> > Content-Type: text/plain; charset=ISO-8859-1 > > Hi Muhammaad, > > Am 25.04.2011 16:29, schrieb Muhammad El-Sergani: > > Well, being new in general to trouble ticketing systems, this might > > sound a little bit silly. > > > > What I'm concerned about, is the ticket length. It is already long > > enough, with the date and the system ID. But if I set the minimum > > length to 2 or 3, then reset the counter every month, that would look > > as I would be maintaining the length. > > > > I didn't know that stats check the counter?! > > > The TicketID ist the Number on which a ticketing system knows the case > to whom the email belongs. You're right, that the default ticketformat > is too long, have a look in the sysconfig in Core::Ticket and set > Ticket::NumberGenerator to some other value than DateChecksum (ex. > AutoIncrement). > > It isn't a good idea to reset the counter for this reason, you'll get > many problems with this. > > Greetings > > Oliver > > -- > Mit freundlichen Gr??en > > Oliver Methfessel > > > Methfessel Computers > Hauptsitz: Zieglerstr. 25a, 65191 Wiesbaden > Kundenb?ro: Kloppenheimer Weg 11, 65191 Wiesbaden > Gesch?ftsf?hrender Inhaber: Oliver Methfessel > http://www.methfessel-computers.de > > > > > ------------------------------ > > Message: 2 > Date: Mon, 25 Apr 2011 17:13:00 +0200 > From: Muhammad El-Sergani <msergani(a)gmail.com> > Subject: Re: [otrs] How to reset Ticket counters > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: <BANLkTi=mNT+NdnmP4rE8qWPndiaeNnr3Jw(a)mail.gmail.com> > Content-Type: text/plain; charset="iso-8859-1" > > Thanks Oliver, > > I've done so. > > Thanks and Best Regards, > Muhammad El-Sergani. > > > > On Mon, Apr 25, 2011 at 4:36 PM, Oliver Methfessel [MC] < > lists(a)methfessel-computers.de> wrote: > > > Hi Muhammaad, > > > > Am 25.04.2011 16:29, schrieb Muhammad El-Sergani: > > > Well, being new in general to trouble ticketing systems, this might > > > sound a little bit silly. > > > > > > What I'm concerned about, is the ticket length. It is already long > > > enough, with the date and the system ID. But if I set the minimum > > > length to 2 or 3, then reset the counter every month, that would look > > > as I would be maintaining the length. > > > > > > I didn't know that stats check the counter?! > > > > > The TicketID ist the Number on which a ticketing system knows the case > > to whom the email belongs. You're right, that the default ticketformat > > is too long, have a look in the sysconfig in Core::Ticket and set > > Ticket::NumberGenerator to some other value than DateChecksum (ex. > > AutoIncrement). > > > > It isn't a good idea to reset the counter for this reason, you'll get > > many problems with this. > > > > Greetings > > > > Oliver > > > > -- > > Mit freundlichen Gr??en > > > > Oliver Methfessel > > > > > > Methfessel Computers > > Hauptsitz: Zieglerstr. 25a, 65191 Wiesbaden > > Kundenb?ro: Kloppenheimer Weg 11, 65191 Wiesbaden > > Gesch?ftsf?hrender Inhaber: Oliver Methfessel > > http://www.methfessel-computers.de > > > > > > --------------------------------------------------------------------- > > 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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Which DTL and which CSS for which webpage?
by Frank Thommen 13 May '11

13 May '11

Hi, I'd like to change several small layout and output details in OTRS (e.g. more/different columns in the Dashboard, top-aligned rows and bold ticket titles in the QueueView etc.). Finding the right DTL and CSS files usually requires lots of timeconsuming searching with `find`/`grep`. Is there an easier way to find out, which DTL and CSS files are used for which page and which datafields can be used within a specific DTL? I looked for this kind of information in the Admin Manual to no avail. I'm currently using OTRS 3.x on Linux. Cheers frank

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