May 2011 - otrs - OTRS mailing lists

OTRS3, "show my queues" as a button
by Ralf Hildebrandt 13 May '11

13 May '11

3.0.6 used to have an icon right above "DASHBOAD" and "TICKETS" which was euqivalent to Tickets/Queue View. With the upgrade to 3.0.7 it's suddenly gone. I cannot find the config change I had to perform in order to get this icon. The icon looked like a stack of paper. How do I get it back? -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebrandt(a)charite.de | http://www.charite.de

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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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Reg: sample CSV for import/export feature in OTRS ITSM 3.0.2
by ravi shanker 13 May '11

13 May '11

Hi, I have OTRS ITSM 3.0.2 configured,i'm looking for import/export feature and would need sample CSV template for this feature to work. i have create a template like: Sno,servername,Ip,etc however when i run import ,i'm getting an error saying 1 failed;0 succesful message in log. Ravi Shankar

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Upgrade 2.4.7 questions
by Andy Wodfer 12 May '11

12 May '11

Hi, We're still running OTRS 2.4.7 and I thought it was about time to upgrade to 2.4.10. (I'm currently testing OTRS 3 on a test server, but we're not ready to make the move yet). So, I can't find any instructions on how to upgrade 2.4.7 to .8 .9 and .10 in the documentation. My questions are: 1. How do we upgrade? Just overwrite files? 2. Can we go from 2.4.7 directly to .10 or do we have to follow the numbers? Any other useful tips are very much appreciated. Btw. Our OTRS system runs on a FreeBSD 8 server. Thanks! Andy

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Predefined templates in OTRS
by Muhammad El-Sergani 12 May '11

12 May '11

Hello all, I was looking around to install a package that would enable us to create and use templates in OTRS. Not Std. Responses, but New Email Tickets' templates. I tried the TicketTemplate package, but unfortunately it was really bad. What I'm looking for, is a package that would allow one to create a template from scratch at least, with tables and all, or use the rich text editor used throughout the system, save those templates, and allow them to be used later. Can anyone help with this or point me to the correct direction? Thanks and Best Regards, Muhammad El-Sergani.

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Re: [otrs] OTRS Feature
by Jan.Dreyer＠bertelsmann.de 12 May '11

12 May '11

Hi Darshak, 7: That is possible. You have several ways to accomplish that: You should create separate queues for each product and assign different groups (and roles) for these. Customer is able to select the destination-queue then. You could define postmaster filters (for mail input) or separate mail addresses for each product, so mails will also be delivered to the correct queue. Agents will only see tickets of queues they have permission to (defined e.g. by roles). 8: as Shawn said: You have granulated possibilities to define notifications and replies for several cases (auto replies, also for follow up, notifications on notes, etc.). Gruß Jan Dreyer From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Darshak Modi Sent: Thursday, May 12, 2011 6:02 AM To: 'User questions and discussions about OTRS.' Subject: Re: [otrs] OTRS Feature Thanks a lot guys 7. Say there are two product P1 & P2 of the same company and I want if customer selects to create ticket for P1 then P1 Group/User should be notified , P2 is not aware at this time of ticket creation. 8. Customer should be sent mail/msg his ticket is closed/opened/re-opened etc OR work has been started etc. From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jan.Dreyer(a)bertelsmann.de Sent: 11 May 2011 19:59 To: otrs(a)otrs.org Subject: Re: [otrs] OTRS Feature to 7: another solution may be to enable and define customer-groups to restrict access to specific queues but that indeed depends on the requirements. You have to get more specific for 7 and 8. Gruß Jan Dreyer From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gadow, Shawn Sent: Wednesday, May 11, 2011 4:07 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] OTRS Feature 7. Customers should be created such that different products can be assigned to him for ticket generation for that product na (not understand or not used) I assume although I have assumed wrong in the past that he meant products = services which in that case if a customer chooses a product from the dropdown it can be assigned to a specific agent or group of agents. Or if you have products under services using SLAs it can be done with very small code modifications 8. Customer can view/get notification on receiving ticket/change of status- NOT ALL But some notifications 8 (or all or nothing or with notification (event) but with hard work ;) ) If you are talking not all as in when one is created when a status is changed but not when it is closed for example or any variation of the above this can be done within the software.. A bit more explination as to what you are looking for in the above two questions may yield you better answers (For example my customers only get notified when a ticket is created (but only via a standard response.. and then they get notified when it is closed but not anywhere in the middle when changing state) Shawn Gadow Network Administrator Oregon CUSD 220 Security is when everything is settled. When nothing can happen to you. Security is the denial of life. Germaine Greer From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Marco Vannini Sent: Wednesday, May 11, 2011 8:31 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] OTRS Feature IMHO, in a scale of value from 1 - 10: 1. Ticket can be created either by mail/ browser 10 2. Ticket can be assigned to some group mail/personal mail. 7 (to a group or more then an agent is not easy for me to manage, responsible/owner some times is not enought) 3. Ticket can be tracked ,SLAs can be monitored 10 4. Mail should come when someone responds the ticet. 10 5. Reports should be available. 6 (lack in some features in native mode and is not really easy some time to have what you really want) 6. Customer can do attachment and select priorities. 10 7. Customers should be created such that different products can be assigned to him for ticket generation for that product na (not understand or not used) 8. Customer can view/get notification on receiving ticket/change of status- NOT ALL But some notifications 8 (or all or nothing or with notification (event) but with hard work ;) )

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error in log: email no XY is empty!
by Jan.Dreyer＠bertelsmann.de 12 May '11

12 May '11

Hi, we have lots of errors of this form in otrs.log: ---8< --- [Wed May 11 04:56:09 2011][Error][Kernel::System::MailAccount::IMAPS::_Fetch][159] IMAPS: Can't process mail, email no 17 is empty! ---8< --- We are fetching on our linux system (SLES11) from an Exchange (2010 afaik) server. Can anyone shed a light on a) if mails will get lost b) how that error could occur (no one sends empty mails to that addresses) ?? Greetings Jan Dreyer

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Re: [otrs] OTRS Feature
by Gadow, Shawn 12 May '11

12 May '11

All of the below are available + many more features Shawn Gadow Network Administrator Oregon CUSD 220 "Security is when everything is settled. When nothing can happen to you. Security is the denial of life." - Germaine Greer From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Darshak Modi Sent: Wednesday, May 11, 2011 7:56 AM To: otrs(a)otrs.org Subject: [otrs] OTRS Feature Dear OTRS Group, We are evaluating OTRS for our Support System. Hope you guys can help us so we can go for OTRS. We currently have system where is client send email to an alias & a ticket is generated. The ticket gets updated if the alias mail is kept in cc/to while replying to the mails. Is it possible in OTRS? We are looking for some features as below 1. Ticket can be created either by mail/ browser 2. Ticket can be assigned to some group mail/personal mail. 3. Ticket can be tracked ,SLAs can be monitored 4. Mail should come when someone responds the ticet. 5. Reports should be available. 6. Customer can do attachment and select priorities. 7. Customers should be created such that different products can be assigned to him for ticket generation for that product 8. Customer can view/get notification on receiving ticket/change of status- NOT ALL But some notifications Thanks Darshak

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Proposed: OTRS community training library
by Robert Butler 12 May '11

12 May '11

Hello, I've successfully implemented OTRS for the helpline section at a U.S. State Government Agency and it's really changed for the better how they do business. I am slowly but surely winning over the hearts and minds of other sections as well. I've started basic and informal training events with me on a projector and students on training computers, but I will eventually have to develop something more thought-out. I am curious if others here have done so and would be willing to share their training materials-- images, PowerPoint, training agenda, etc. -Bob

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Fulltext search does not include ticket numbers. Any fix?
by Lars Jørgensen 11 May '11

11 May '11

Hi, We mainly use the fulltext search field (Frontend::ToolBarModule###10-Ticket::TicketSearchFulltext) for searching for tickets when a customer calls in with a ticket number. If that ticket number has not appeared in either subject or body of an article in the ticket, it is not possible to find the ticket by fulltext search. Is there a simple fix for this, or should I make a feature request somewhere? Lars

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