July 2011 - otrs - OTRS mailing lists

Can't set service or SLA for a new ticket
by Xiaoxing Meng 25 Jul '11

25 Jul '11

Hi, I am not able to set Service or SLA when I create a new ticket, although I have already make the setting in "Ticket Settings"->"SLAs" and "Services". When I try to create a new ticket, the "Service" or "SLA" can't be lanced automatically. The OTRS version is 3.0.8. Thanks for any reply! Xiaoxing

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otrs hangs at same time each day
by Rudy Gevaert 22 Jul '11

22 Jul '11

Hello, I have setup the latest otrs (3.0.9) recently. It works fine except for one thing. Everyday at the same time otrs hangs for several minutes. This are the things I see at that time: - the otrs web interface is not responsive. - the load skyrockets - restarting apache doesn't help After some time (about 10 minutes, I think) the system stabilizes and everything works again. It looks to me the cronjobs are triggering it. However I don't understand why it only is at that time. And not every hour. Please note, I'm running the postmaster mailbox cron every 5 minutes. Please see the attachment. I also get this error: ERROR: OTRS-otrs.GenericAgent.pl-10 Perl: 5.10.1 OS: linux Time: Fri Jul 22 09:40:13 2011 Message: Can't remove shm for log: Invalid argument Traceback (1222): Module: Kernel::System::Log::CleanUp (v1.64) Line: 250 Module: Kernel::System::Log::new (v1.64) Line: 101 Module: /opt/otrs/bin/otrs.GenericAgent.pl (v1.4) Line: 79 Identifier removed at /opt/otrs-3.0.9/Kernel/System/Log.pm line 226. How can I further debug this? Thanks in advance, Rudy!

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Re: [otrs] Statistics, open tickets per day over a period of time
by niklas＠iandapp.com 22 Jul '11

22 Jul '11

Additional information: The report I created after I closed (actually, I was putting it in "pending auto close+") the ticket increased the number of "closed" tickets for yesterday, not today when I actually did close it. And, please note, it should be "pending auto close+" because that's what I used. /Niklas

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Statistics, open tickets per day over a period of time
by niklas＠iandapp.com 22 Jul '11

22 Jul '11

Hello, I have searched for an anwser to this but haven't found. A bit strange since this feels like vital and basic info for statisticks from a ticketing tool. I want to create some statistics about ticket states (incidents) for a period of time. I.e. I want to know how many ticket were in each state for each day for a period of one month. When combining time elements and state for a report, OTRS doesn't "remember" how many, e.g., incidents of state "new" it had for the specific days. It only remembers the latest status change. I made a try by closing an incident I created yesterday. I created a report before and after closing the incident. Number of incidents with state "new" was decreased with one for yesterday and "closed" increased with one. How can I create a report that remembers how many open tickets/incidents that were in status "new", "open", etc for each day for a period of time (e.g. month). Thanks in advance!

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Re: [otrs] : ITSM Change SHOW Columns parameter
by Lemp, Chee-Ling 21 Jul '11

21 Jul '11

Has anyone found a solution to the question that was asked about changing the columns that are displayed after a Search or in the Overview of ITSM Config Items? I have added the keys that I want displayed in the ITSMConfigItem::Frontend::AgentITSMConfigItemSearch###ShowColumns and Frontend::AgentITSMConfigItem###ShowColumns. It was asked a few months back by someone else but I just joined the mailing list recently: "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 ?" Thanks, Chee-Ling Lemp

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Re: [otrs] Change owner: make note-internal content optional?
by Charles 21 Jul '11

21 Jul '11

On 20/07/11 17:30, otrs-request(a)otrs.org wrote: > From: "Grzella, Mark" <MGrzella(a)studienkreis.de> > Subject: Re: [otrs] Change owner: make note-internal content optional? > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: <E9E080E4F8089945927D9461BD61D2C99AC684@exs001p> > Content-Type: text/plain; charset="iso-8859-1" > > Hey Charles, > > why would you like to change the owner without leaving a note for the new owner? > > Manual owner changes should not be done without a comment in my opinion. > > Depending on what you are aiming for it could be an option to consider doing an owner change via generic agent instead (which does not need to leave a comment so). > > > mit freundlichen Gr??en > > Studienkreis GmbH > Mark Grzella > Junior IT-Projektleiter Thanks Mark :-) We have just started using OTRS so questions about the way we are using it are especially welcome. Our small organisation is non-hierarchical and non-authoritarian; it operates very personally. Although we loosely work in teams, the majority of tickets are obviously for a specific person/agent. The usual business model of having a queue for each team and leaving it to members of each team to take ownership of tickets from the team queue does not fit well with our way of working. Agents working as dispatchers, moving tickets from the Raw queue, typically assign a ticket to a specific agent; the receiving agent knows why that ticket has been assigned to them. Thus, as we understand how to use OTRS to suit our way of working, the "manual change owner note-internal" doesn't add any value and our dispatchers would prefer not to have to complete it. AIUI, the wide variety of tickets does not permit automated owner changes. Best Charles

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Re: [otrs] otrs Digest, Vol 34, Issue 123
by Charles 21 Jul '11

21 Jul '11

Thanks Mike :-) I searched SysConfig and netsearched widely to try to find the FreeText you suggested modifying but found nothing. Maybe Ticket::Frontend::AgentTicketOwner###TicketFreeText listed at otrs/index.pl?Action=AdminSysConfig;Subaction=Edit;SysConfigSubGroup=Frontend%3A%3AAgent%3A%3ATicket%3A%3AViewOwner;SysConfigGroup=Ticket ? Incidentally there's another mailing list question from someone wanting to change owner without creating a note: 6may11 http://lists.otrs.org/pipermail/otrs/2011-May/035591.html but it got no replies. Best Charles On 20/07/11 20:52, otrs-request(a)otrs.org wrote: > Date: Wed, 20 Jul 2011 15:07:29 +0200 > From: Michiel Beijen <michiel.beijen(a)gmail.com> > Subject: Re: [otrs] Change owner: make note-internal content optional? > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > <CABD0r10v9+hj7R9FS-9bL_m83BcZ7R6iD5MW6EQTxC5qvCu6Cw(a)mail.gmail.com> > Content-Type: text/plain; charset=UTF-8 > > You could modify the FreeText mask to contain the owner, in that case > you'd be able to change the owner without leaving a note. > > I sometimes do this on customers systems and rename the FreeText mask > to 'classification', handy for classifying new tickets. > > -- > Mike

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Re: [otrs] Active Directory integration with multiple OU
by Hugh Kelley 20 Jul '11

20 Jul '11

You can also list multiple LDAP bases and/or filters in numbered customer DBs. ------------------------------ From: Rory Sent: Wednesday, July 20, 2011 11:22 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Active Directory integration with multiple OU Hi Paul, You can use the OU that is the parent to all the OUs containing the customers. When the LDAP lookup occurs it will search recursively through all the Child OUs. Kind regards, Rory Clerkin On 20 July 2011 15:40, <Paul.Andurnache(a)aviva.ro> wrote: > > Hello, > > How can i add customers from multiple OUs in the OTRS ? In the > config.pm file as i`ve seen you can only add one OU from which the users > are fetched using LDAP. > > Regards, > * > Paul Andurnache ** > Junior Security Officer > Aviva Group Romania* Tel: +4 021 2038300 > Fax: +4 021 2038301 > Email: paul.andurnache(a)aviva.ro > www.aviva.ro > > *Aviva Asigurari de Viata SA *- str. Buzesti 76-80, et. 1-3, sector 1, > Bucuresti, cod 011017 - Tel. 021-203.83.00, Fax 021 203 83 01* > Aviva Societate de Administrare a unui Fond de Pensii Privat* - str. > Buzesti 76-80, et. 4, sector 1, Bucuresti, cod 011017 - Tel. 021 203 84 00, > Fax 021 203 84, 02 > > Privileged/Confidential Information may be contained in this message. If > you are not the addressee indicated in this message (or responsible for > delivery of the message to such person), you may not copy or deliver this > message to anyone. In such case, you should destroy this message and kindly > notify the sender by reply email. Please advise immediately if you or your > employer does not consent to Internet email for messages of this kind. > Opinions, conclusions and other information in this message that do not > relate to the official business of Aviva shall be understood as neither > given nor endorsed by it > > Prezentul mesaj poate contine informatii confidentiale. In cazul in care nu > sunteti persoana mentionata ca destinatar (sau persoana nominalizata pentru > a trimite mesajul catre destinatar), nu puteti copia sau trimite acest mesaj > catre o terta persoana. In acest caz, va rugam sa stergeti acest mesaj si sa > anuntati emitentul prin trimiterea unui raspuns. Va rugam sa ne anuntati > imediat in cazul in care dumneavoastra sau angajatorul dumneavoastra nu > accepta comunicarea unor astfel de mesaje prin intermediul email-ului. > Opiniile, concluziile sau orice alte informatii din acest mesaj care nu au > legatura cu activitatea companiei Aviva vor fi interpretate ca nefiind date > sau aprobate de catre aceasta. Please don't print this e-mail unless you > really need to. > > --------------------------------------------------------------------- > 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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Advising number of open tickets in auto-reply
by Bryn Millar 20 Jul '11

20 Jul '11

Hi, Wondering if the there is a variable I can put to the auto-reply when someone raises a ticket to say how many tickets we currently have open in our system. We feel this will be more informative than telling them we will get to them in the next few days, as sometimes we can be quite busy. Thanks, Bryn Millar Systems Administrator - Lotus Notes and Incite Support Geebung Site Airport Link - Thiess John Holland 07 3170 1706 - 0432 409 254 _____________________________________________________________________ IMPORTANT - This email and any attachments may be confidential and privileged. If received in error, please contact Thiess and delete all copies. You may not rely on advice and documents received by email unless confirmed by a signed Thiess letter. This restriction on reliance will not apply to the extent that the above email communication is between parties to a contract and is authorised under that contract. Before opening or using attachments, check them for viruses and defects. Thiess' liability is limited to resupplying any affected attachments.

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Include ticket number in new tickets
by Yannick Spang | Yagendoo Media 20 Jul '11

20 Jul '11

Hello guys, can anybody tell me how I can add the ticketnumber of a new ticket into the signature of the ticket at the same moment I create a ticket? I tried the following tag: #<OTRS_TICKET_TicketNumber> But the result is just a --> "#- " In the subject the ticketnumber on new tickets is also included, so I think there must be a way, or not? Thanks for any help! Best regards, Yannick

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