January 2013 - otrs - OTRS mailing lists

Voting System
by Daniel 23 Jan '13

23 Jan '13

Hey Guys, is there any known "addon" for a voting System for otrs? My point is, that the customer is able to vote for the Support if they satisfied or not ;) -- Mit freundlichen Grüßen Daniel mailto:daniel@linux-nerd.de

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Problem with big articles
by Juan Manuel Clavero Almirón 23 Jan '13

23 Jan '13

Hi all, Our OTRS server is having problems serving the body of an article. The size of the body is little more than 2.5 MB. There is an Apache thread at 100%CPU but MySQL:'show processlist' lists all entries in Sleep state. Anyone is having a similar problem? Kind regards, Juan Clavero OTRS 3.1 on CentOSLinux [Apache and MySQL ] connected to an Active Directory for Agents and Customers.

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Bug? Follow-up and queue changes
by Lars Jørgensen 22 Jan '13

22 Jan '13

Hi, A ticket is created in queue A. That queue has "ticket locked after follow-up" set to "no". The ticket is moved into queue B. That queue has "ticket locked after follow-up" set to "yes". The ticket is closed while in queue B. The customer follows up. The ticket is not locked to the last owner, but re-opened as unlocked. I'm not exactly sure that it happens every time, but I have seen it a few times now and thought I would raise a flag. Lars

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service type map to a queue
by Steve Clark 21 Jan '13

21 Jan '13

Hello List, Is there a way to have the Service Type cause the ticket to be placed in a specific queue? Thanks, -- Stephen Clark *NetWolves* Director of Technology Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com http://www.netwolves.com

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OTRS statistics with ticket owner?
by Jurjen Verhoeff 21 Jan '13

21 Jan '13

Hi list, We use OTRS 2.4.7 We want to generate an overview with the open tickets and see who handles that ticket. - Is it possible to create a report (with the Statistics module) and have the ticketowner in the report? I do not see the ticketowner field in the selction list when creating a stat. Thanks for you help, Jurjen Verhoeff

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Re: [otrs] How to send e-mails to all customers in the same time
by Romain Pichard 21 Jan '13

21 Jan '13

Hello, First of all, thank you so much for your message. Yes it is exactly what I want, I want to send e-mail to my customers in order to inform about maintenance. - Ok, so if I understand what you said, it is necessary to develop our own plugin for OTRS if we want to do that. or - Show a message for my customers on the login page of the OTRS platform. Is it true ?Thanks again. Regards,Romain

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How to send e-mails to all customers in the same time
by Romain Pichard 21 Jan '13

21 Jan '13

Hello all, I started on OTRS 1 week ago and it's a great tool. I would like to know if it is possible to send an e-mail to all my customers.In fact, If I understand all customers are, by default, in the group "users". So I used the "Admin notification" and I selected the group "users" and checked "Also send to the customers in groups". All agents/admins received the e-mail but not my customers. Is it normal ? Have you any suggestion ? Thanks in advance.Regards, Cheupi

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Ticket disappear after its closed
by Jean BROW 20 Jan '13

20 Jan '13

Hello, After an agent answer the ticket and chose "closed successful" he will not find it if he try to search for it later. I do not find it from the "root" (admin) user either. This do happen to around 50 % of the ticket in the system. Anyone know what is wrong?

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Where can I download OTRS Add-Ons
by Jean BROW 20 Jan '13

20 Jan '13

Hello, Anyone know where I can download OTRS Add-Ons ?

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Config Item URL
by Esteban Monge 18 Jan '13

18 Jan '13

Hello. Can I pass different arguments for CMDB Config Items? If I can pass otrs/index.pl?Action=AgentITSMConfigItemZoom;ConfigItemID=534 Maybe can be pass an argument with ConfigItemName for example: otrs/index.pl?Action=AgentITSMConfigItemZoom;ConfigItemName=SadWindowsServer If possible?

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