July 2012 - otrs - OTRS mailing lists

ODBC to existing customer database
by Derek Kiely 24 Jul '12

24 Jul '12

Hi All, I have an existing mysql database which contains all of our customer information (its part of another application) and I want to pull the customer information into our OTRS Customer database. What is the best approach to take to implement this? Is there an ODBC Connector available? Derek Kiely

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Personal E-Mail Display Name
by ml ml 24 Jul '12

24 Jul '12

Hello List, can i set a personal E-Mail Display name in OTRS? Right now mails get sent with Reply To: ticket(a)example.com and From Name: OTRS Ticket System Can i change the From Name to a personalized Name? Thanks, Mario

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Backup on OTRS
by Adi Ariyanto 24 Jul '12

24 Jul '12

Hi, did someone ever meet this case ? I try to backup my otrs with this command ./backup.pl -d /backup/ But I got "ERROR: No Such directory: /backup/ I google and found an post that said backup.pl not work on debian, my OTRS run on Debian, then I try install OTRS on CentOS then I try run backup.pl but found the same error. What I have try 1. Try to change group permission (chown) a. On Debian : chown otrs www-data /backup/ b. On CentOS : chown otrs apache /backup/ Any idea ? ________________________________ This email and its attachments may be confidential and are intended solely for the use of the individual to whom it is addressed. Any views or opinions expressed are solely those of the author and do not necessarily represent those of Bina Nusantara. If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone. Please contact the sender if you believe you have received this email in error.

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Set DynamicField value via SOAP
by Boris Shirokov 24 Jul '12

24 Jul '12

Hello, I'm trying to set DynamicField value using SOAP. I haven't found any information on this in OTRS API docs (dev.otrs.org) I consider DynamicFieldValueObject to be an object and ValueSet - a method that should be used but RPC output says "No such Object DynamicFieldValueObject". Could someone please help me? Regards, Boris

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Question on Installing OTRS
by Adi Ariyanto 23 Jul '12

23 Jul '12

Hi, I would to know the general step on installing OTRS, I have install my Debian Linux and OTRS with detail partition below : root@itsupport:~# df -h Filesystem Size Used Avail Use% Mounted on /dev/sda1 323M 279M 28M 91% / tmpfs 502M 0 502M 0% /lib/init/rw udev 497M 116K 497M 1% /dev tmpfs 502M 0 502M 0% /dev/shm /dev/sda9 7.8G 146M 7.3G 2% /home /dev/sda8 368M 11M 339M 3% /tmp /dev/sda5 7.4G 722M 6.3G 11% /usr /dev/sda6 2.8G 324M 2.3G 13% /var I got stuck when found my root partition already 91%, does anyone have the same problem like me ? Can I install OTRS not in root partition ? but in home partition ? Can I resize the root partition size use free space from home partition ? Thank you ________________________________ This email and its attachments may be confidential and are intended solely for the use of the individual to whom it is addressed. Any views or opinions expressed are solely those of the author and do not necessarily represent those of Bina Nusantara. If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone. Please contact the sender if you believe you have received this email in error.

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SortBy Article Time
by ml ml 23 Jul '12

23 Jul '12

Hello! How can i sort my Tickets Queues or Search Results by Article Time (not Ticket Age/Time)? Thanks, Mario

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Reporting for Survey Module
by Derek Kiely 23 Jul '12

23 Jul '12

Hi All, Is there a way to tie the Survey Module into the Stats Module so that we can run reports against tickets/agents and surveys. I basically want to be able to run a report against the surveys completed for a given period of time and have the ticket and agent details in the report. Thanks in advance for your help. Derek Kiely

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how to Automatize Stat with Cron
by Soporte Informatica PGJE 20 Jul '12

20 Jul '12

Hi, I want to automatically send a weekly report via email (AcumulationTickets), automating it in a Cron job, I think I need to use the "otrs.GenerateStats.pl" script. I want to to fix the date range to only last week in the report web interface, or send the date range to the script. Because when Im generating my reports is required to enter a date range, so in this part I need to leave it unset. https://dl.dropbox.com/u/6443236/otrs/01%20Restrinctions.png This change causes that each creation of reports asked me to put the date range in the web interface https://dl.dropbox.com/u/6443236/otrs/02%20restrictions.png In this way, I want to pass these parameters (date range) to my otrs script (otrs.GenerateStats.pl), but I do not know how to pass it, or the way of make a stat that show the last week avoiding otrs.GenerateStats.pl parameters. Otrs: 3.1.2 SO: GNU/Linux Debian Regards. -- PROCURADURIA GENERAL DE JUSTICIA DEL ESTADO Departamento de Desarrollo y Mantenimiento Informático Ext. 1144 --

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How to Customise Customer Survey Page
by Derek Kiely 19 Jul '12

19 Jul '12

Hi All, I am planning on using the customer survey module in OTRS 3.1.7, I would like to know how I can customise the page, I want to add my company logo to the page and change the title etc... Any help would be greatly appreciated. Derek Kiely

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Assigning Segregated Services to an entire company
by Gerald Young 19 Jul '12

19 Jul '12

I wrote something http://forums.otterhub.org/viewtopic.php?f=53&t=16398&p=63133 regarding using default services plus ACL to assign a service to all the users in a large company. I haven't tried it, but it seems to make sense at first glance. The concept is: - Make Customer-Specific-Services - Make an ACL that restricts the services to a CustomerID (Possible) - Make an ACL that restricts the services from everyone else (PossibleNot) - Set the Customer-Specific-Services as default The caveat is, more or less, exact spelling, and making sure that all customer-specific services are in the PossibleNot ACL. This would help prevent a great Cartesian mess of PossibleNots per Customer ACL. I'd appreciate any feedback, ideas, etc.

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