February 2013 - otrs - OTRS mailing lists

OTRS integration with FusioInventory
by Bruno Furtado 20 Feb '13

20 Feb '13

hello folks, I newbie in OTRS, and I want to integrate with the FusionInventory, where I can get a tutorial? best regards, -- Bruno Furtado 55 21 8897-2908 LinkedIn: http://linkd.in/brunofurtado ====================================================================== - Não mostre para os outros o endereço eletrônico de seus correspondentes. Use Cco (ou Bcc) ! - Retire os cabeçalhos com os emails dos seus correspondentes antes de repassar uma mensagem. - Dificulte a disseminação de vírus e spams !

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Dashboard
by Luchtman, Kurt 20 Feb '13

20 Feb '13

Is there any way to add the ticket type such as E-mail ticket or Phone in ticket in the dashboard? Kurt -------------------------------------------- Kurt Luchtman NC FAST Desktop Support Manager 3724 National Drive #200 Raleigh NC 27612 919-707-4198 ________________________________ Email correspondence to and from this address is subject to the North Carolina Public Records Law and may be disclosed to third parties by an authorized State official. Unauthorized disclosure of juvenile, health, legally privileged, or otherwise confidential information, including confidential information relating to an ongoing State procurement effort, is prohibited by law. If you have received this e-mail in error, please notify the sender immediately and delete all records of this e-mail.

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Manually Refresh Cache
by Nick Lapp 19 Feb '13

19 Feb '13

I have a separate custom built service that automates inputting information such as customer information, queue information, and customer company information directly into the OTRS database. Whenever an item such as a customer is added or updated via this process, the changes don't appear in the OTRS web interface until I go into another customer and hit update. I'm assuming this is some sort of caching that helps improve the performance of OTRS and by inputting directly into the DB, the cache is not being rebuilt but by hitting update, it gets rebuilt. So my question is, is there a way to automatically rebuild the cache so I don't have to manually hit update? Or maybe it's already being rebuilt every so often via a cron job that I haven't noticed? Any assistance is greatly appreciated! Nick OTRS 3.2.1

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UI Interface with OTRS
by Kaushal Shriyan 19 Feb '13

19 Feb '13

Hi Is there an UI application for call center which integrates with OTRS application meaning the agents can respond to the customer queries similar to email interface like gmail? Regards, Kaushal

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Hardware requirement
by Kaushal Shriyan 18 Feb '13

18 Feb '13

Hi, Any hardware requirements to setup OTRS? For example Hard Disk size and with what RAID config and Memory Requirements. Please suggest. Regards, Kaushal

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Upload attachment
by Jean BROW 17 Feb '13

17 Feb '13

Anyone know how I can make it possible to upload more than one attachment at same time when creating a new ticket?

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Custom field
by Jean BROW 15 Feb '13

15 Feb '13

We are working on linking an external CRM system to OTRS tickets. We were planning to use CUSTOMERID as the link field but this is automatically populated with the email address of the customer who submitted the ticket. Therefore we need to create a CUSTOM FIELD in OTRS that our customer service agents can populate with information (specifically the phone number of the customer) which we will then use to link to our CRM system. How, step by step, can I create a custom field in OTRS? Thanks in advance.

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Can we create Services via RPC?
by Jignesh Kakka (jkakka) 15 Feb '13

15 Feb '13

Hi All, Can we create Services via RPC. I don't see any service Object in RPC.pl We have TicketObject which can be used to create tickets We have customerUser Object which can be used to create customers I see Kernel:System:Service, but in RPC.pl we are not having object for it. Can somebody assist on this? Thanks, Jignesh

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How does PerformanceLog::FileMax config option works?
by Juan Manuel Clavero Almirón 15 Feb '13

15 Feb '13

Hi all, I have PerformanceLog activated and PerformanceLog::FileMax set to 25 (MB), but I just checked and the size of my Performance.log is 76M When does OTRS check the size of the log? Un saludo, Juan Clavero Almirón Gestiò d’Identitats, Firma i Custòdia Gestió de serveis TI Oficina de Tecnologies, Informació i Comunicacions (OTIC) Servei de Salut de les Illes Balears C/ de les Escoles, s/n - 07181 Bendinat - Mallorca Telf. +34 971.42.65.30

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Unable to hit to RPC.pl
by Jignesh Kakka (jkakka) 15 Feb '13

15 Feb '13

I created following SOAP message and tried to hit to RPC.PL <SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/" xmlns:enc="http://schemas.xmlsoap.org/soap/encoding/" xmlns:env="http://schemas.xmlsoap.org/soap/envelop/" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" SOAP-ENV:encodingStyle="http://schemas.xmlsoap.org/soap/encoding/"><SOAP-ENV:Header/><SOAP-ENV:Body><Dispatch xmlns="/Core"><Username xsi:type="xsd:string">root@localhost</Username><Password xsi:type="xsd:string">root</Password><Object xsi:type="xsd:string">TicketObject</Object><Method xsi:type="xsd:string">TicketGet</Method><Param1_Name xsi:type="xsd:string">TicketID</Param1_Name><Param1_Value xsi:type="xsd:int">1</Param1_Value></Dispatch></SOAP-ENV:Body></SOAP-ENV:Envelope> I got null response without an error message When I try to query through Generic interface, it works fine(Note : The soap structure is different for generic interface). But RPC.PL doesn't works I tried following https://github.com/gtudan/OTRS-Client and http://sastriawan.blogspot.com/2010/01/using-javaxxmlsoap-to-access-otrs-so… But they didn't work. Please guide me on this. Thanks, Jignesh

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