March 2013 - otrs - OTRS mailing lists

How to see total,open,close ticket on Dashboard
by Darshak Modi 18 Mar '13

18 Mar '13

On DashBoard, We need Counter of Total, Open, Close, New tickets. And list of New/Open ticket may 15-20 per page. Is it possible? How to do? Also: When we create search template, is it possible to have a menu and list inside that, that's visible to some Agent, or Admin.

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LDAP-Customer
by Yousef Hamad 15 Mar '13

15 Mar '13

Hi, I have problem in configuring Customer OTRS Errors: Mar 15 18:06:48 localhost OTRS-CGI-10[2372]: [Notice][Kernel::System::CustomerAuth::DB::Auth] CustomerUser: No auth record in 'customer_user' for 'obadwan' (REMOTE_ADD$ Mar 15 18:06:48 localhost OTRS-CGI-10[2372]: [Error][Kernel::System::CustomerUser::LDAP::CustomerUserDataGet][Line:614]: 000004DC: LdapErr: DSID-0C0906E8, comment: In $ Mar 15 18:06:48 localhost From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alvaro Cordero Sent: Wednesday, March 13, 2013 11:08 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Is OTRS Helpdesk ITIL Compliant? Hello, as per our research, it was certified but according to information directly from Pink Elephant the certification expired and from OTRS they informed to us that there was no interest on renewing it. Check link below http://blog.kuhn-kt.de/?p=357&cpage=1#comment-4285 Off course that doesn't mean OTRS is or will not continue being as good as it has been, just there was no renewal process of the certification. Best Regards. 2013/3/13 Leonardo Certuche <leonardo.certuche(a)itconsultores.com.co<mailto:leonardo.certuche@itconsultores.com.co>> Hello, Take a look at this link: http://www.pinkelephant.com/Templates/PinkVERIFY.aspx?id=1702&terms=otrs there you'll find only OTRS::ITSM 2.0 On 13 March 2013 06:53, Jignesh Kakka (jkakka) <jkakka(a)cisco.com<mailto:jkakka@cisco.com>> wrote: AS per documents , I only see OTRS ITSM as ITIL Compliant. Is OTRS Helpdesk 3.1.7 also ITIL compliant ? Thanks, JIgnesh --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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 -- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro(a)gridshield.net<mailto:alvaro@gridshield.net> www.gridshield.net<http://www.gridshield.net> _______________________________________________________________________________________________________________________________________________________________________________________________________________ This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secured or error-free, as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. If verification is required please request a hard-copy version. Any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the company. Employees of Aspire Infotech are expressly required not to make defamatory statements and not to infringe or authorize any infringement of copyright or any other legal right by email communications. Aspire Infotech, 130 Queen Rania Street, PO Box 840098 Amman 11181 Jordan

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Re: [otrs] getting error when new ticket arrives and try to click anywhere in interface
by Gerald Young 15 Mar '13

15 Mar '13

https://www.google.com/search?q=site:forums.otterhub.org+nagiosacknowledge+… On Fri, Mar 15, 2013 at 5:57 AM, Darshak Modi <darshak.modi(a)elitecore.com>wrote: > When ticket comes or on some events, the page throws error Contact your > system admin. **** > > The Agent gets notification, and then on web browser the error comes.**** > > ** ** > > ** ** > > If I delete cache, rebuild config and restart Apache the error goes.**** > > The Folder /opt/otrs/var has 777 permission.**** > > ** ** > > I had installed and uninstalled ITSM module and the error comes.**** > > ** ** > > Apache Logs**** > > -------------------------------------------------------------------**** > > The following log comes in apache.**** > > ** ** > > ** ** > > Fri Mar 15 15:12:07 2013] -e: Use of uninitialized value in concatenation > (.) or string at /opt/otrs//Kernel/Output/HTML/DashboardCalendar.pm line > 145.**** > > [Fri Mar 15 15:14:14 2013] -e: Use of uninitialized value in concatenation > (.) or string at > /opt/otrs/bin/cgi-bin/../../Kernel/Output/HTML/DashboardCalendar.pm line > 145.**** > > ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Fri Mar 15 15:15:16 2013*** > * > > ** ** > > Message: Need TicketID!**** > > ** ** > > RemoteAddress: 10.115.1.54**** > > RequestURI: /otrs/ > index.pl?Action=AgentTicketLock;Subaction=Unlock;TicketID=27;ChallengeToken=cb759384ba97697d5bf1de0586140c97 > ;**** > > ** ** > > Traceback (22573): **** > > Module: Kernel::System::Ticket::Event::NagiosAcknowledge::Run (v1.12) > Line: 50**** > > Module: Kernel::System::EventHandler::EventHandler (v1.17) Line: 245*** > * > > Module: Kernel::System::Ticket::TicketLockSet (v1.587) Line: 3595**** > > Module: Kernel::Modules::AgentTicketLock::Run (v1.19) Line: 106**** > > Module: Kernel::System::Web::InterfaceAgent::Run (v1.73) Line: 866**** > > Module: > ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler > (unknown version) Line: 46**** > > Module: (eval) (v1.94) Line: 204**** > > Module: ModPerl::RegistryCooker::run (v1.94) Line: 204**** > > Module: ModPerl::RegistryCooker::default_handler (v1.94) Line: 170**** > > Module: ModPerl::Registry::handler (v1.99) Line: 31**** > > ** ** > > [Fri Mar 15 15:16:15 2013] -e: Use of uninitialized value in concatenation > (.) or string at > /opt/otrs/bin/cgi-bin/../../Kernel/Output/HTML/DashboardCalendar.pm line > 145.**** > > [Fri Mar 15 15:18:00 2013] [error] mkdir > /opt/otrs/var/tmp/CacheFileStorable/CacheInternalQueue/7/1: Permission > denied at /opt/otrs/bin/cgi-bin/../../Kernel/System/Cache/FileStorable.pm > line 79.\n**** > > [Fri Mar 15 15:18:00 2013] [error] [client 10.115.1.54] client denied by > server configuration: /opt/otrs/favicon.ico**** > > [Fri Mar 15 15:18:05 2013] [error] mkdir > /opt/otrs/var/tmp/CacheFileStorable/CacheInternalTicket/5/b: Permission > denied at /opt/otrs/bin/cgi-bin/../../Kernel/System/Cache/FileStorable.pm > line 79.\n**** > > ** ** > > --------------------------------------------------------------------- > 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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Re: [otrs] Ticket Escalation
by Gerald Young 15 Mar '13

15 Mar '13

You said: "Now I had closed the tickets, their state is new and closed successful." Pick one. They cannot be both. If new, escalation applies. If closed successful, (and unlocked?) no escalation should apply. On Fri, Mar 15, 2013 at 2:43 AM, Darshak Modi <darshak.modi(a)elitecore.com>wrote: > I understand New means when ticket comes the state is New.**** > > Closed Successful means closed by agent/customer. **** > > ** ** > > But Once ticket is Closed, there should not be escalation notifications > coming to agent.**** > > ** ** > > ** ** > > ** ** > > *From:* otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf > Of *Gerald Young > *Sent:* 15 March 2013 PM 12:12 > > *To:* User questions and discussions about OTRS. > *Subject:* Re: [otrs] Ticket Escalation**** > > ** ** > > New and closed successful are mutually exclusive states. **** > > On Mar 15, 2013 1:12 AM, "Darshak Modi" <darshak.modi(a)elitecore.com> > wrote:**** > > Hey guys,**** > > **** > > May be this a silly question, but I am evaluating OTRS and I am not > technical that strong.**** > > **** > > I have created demo tickets, with Queue based escalation, Now I had closed > the tickets, their state is new and closed successful.**** > > **** > > Still I am receiving escalation emails for those tickets? Is it correct > behaviour or some configuration mistake?**** > > **** > > **** > > > --------------------------------------------------------------------- > 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**** > > --------------------------------------------------------------------- > 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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getting error when new ticket arrives and try to click anywhere in interface
by Darshak Modi 15 Mar '13

15 Mar '13

When ticket comes or on some events, the page throws error Contact your system admin. The Agent gets notification, and then on web browser the error comes. If I delete cache, rebuild config and restart Apache the error goes. The Folder /opt/otrs/var has 777 permission. I had installed and uninstalled ITSM module and the error comes. Apache Logs ------------------------------------------------------------------- The following log comes in apache. Fri Mar 15 15:12:07 2013] -e: Use of uninitialized value in concatenation (.) or string at /opt/otrs//Kernel/Output/HTML/DashboardCalendar.pm line 145. [Fri Mar 15 15:14:14 2013] -e: Use of uninitialized value in concatenation (.) or string at /opt/otrs/bin/cgi-bin/../../Kernel/Output/HTML/DashboardCalendar.pm line 145. ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Fri Mar 15 15:15:16 2013 Message: Need TicketID! RemoteAddress: 10.115.1.54 RequestURI: /otrs/index.pl?Action=AgentTicketLock;Subaction=Unlock;TicketID=27;Challenge Token=cb759384ba97697d5bf1de0586140c97; Traceback (22573): Module: Kernel::System::Ticket::Event::NagiosAcknowledge::Run (v1.12) Line: 50 Module: Kernel::System::EventHandler::EventHandler (v1.17) Line: 245 Module: Kernel::System::Ticket::TicketLockSet (v1.587) Line: 3595 Module: Kernel::Modules::AgentTicketLock::Run (v1.19) Line: 106 Module: Kernel::System::Web::InterfaceAgent::Run (v1.73) Line: 866 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 46 Module: (eval) (v1.94) Line: 204 Module: ModPerl::RegistryCooker::run (v1.94) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.94) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 [Fri Mar 15 15:16:15 2013] -e: Use of uninitialized value in concatenation (.) or string at /opt/otrs/bin/cgi-bin/../../Kernel/Output/HTML/DashboardCalendar.pm line 145. [Fri Mar 15 15:18:00 2013] [error] mkdir /opt/otrs/var/tmp/CacheFileStorable/CacheInternalQueue/7/1: Permission denied at /opt/otrs/bin/cgi-bin/../../Kernel/System/Cache/FileStorable.pm line 79.\n [Fri Mar 15 15:18:00 2013] [error] [client 10.115.1.54] client denied by server configuration: /opt/otrs/favicon.ico [Fri Mar 15 15:18:05 2013] [error] mkdir /opt/otrs/var/tmp/CacheFileStorable/CacheInternalTicket/5/b: Permission denied at /opt/otrs/bin/cgi-bin/../../Kernel/System/Cache/FileStorable.pm line 79.\n

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Re: [otrs] Ticket Escalation
by Gerald Young 15 Mar '13

15 Mar '13

New and closed successful are mutually exclusive states. On Mar 15, 2013 1:12 AM, "Darshak Modi" <darshak.modi(a)elitecore.com> wrote: > Hey guys,**** > > ** ** > > May be this a silly question, but I am evaluating OTRS and I am not > technical that strong.**** > > ** ** > > I have created demo tickets, with Queue based escalation, Now I had closed > the tickets, their state is new and closed successful.**** > > ** ** > > Still I am receiving escalation emails for those tickets? Is it correct > behaviour or some configuration mistake?**** > > ** ** > > ** ** > > --------------------------------------------------------------------- > 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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Re: [otrs] Ticket Escalation
by Darshak Modi 15 Mar '13

15 Mar '13

Can it be because I have enabled Escalation emails in GenericAgent.pm? From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Darshak Modi Sent: 15 March 2013 AM 10:39 To: 'User questions and discussions about OTRS.' Subject: [otrs] Ticket Escalation Hey guys, May be this a silly question, but I am evaluating OTRS and I am not technical that strong. I have created demo tickets, with Queue based escalation, Now I had closed the tickets, their state is new and closed successful. Still I am receiving escalation emails for those tickets? Is it correct behaviour or some configuration mistake?

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Ticket Escalation
by Darshak Modi 15 Mar '13

15 Mar '13

Hey guys, May be this a silly question, but I am evaluating OTRS and I am not technical that strong. I have created demo tickets, with Queue based escalation, Now I had closed the tickets, their state is new and closed successful. Still I am receiving escalation emails for those tickets? Is it correct behaviour or some configuration mistake?

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Re: [otrs] In Agent Notification is it possible to configure value arrived of cc, to fields of original mail
by Steven Carr 14 Mar '13

14 Mar '13

Look at Agent Notifications in Admin, edit the notification and add in the variables you require. Please try to figure things out and have a go instead of just asking how to do things. Steve On 14 March 2013 11:01, Darshak Modi <darshak.modi(a)elitecore.com> wrote: > Hello, > > > > If mail arrives , it has to:/cc:. In Agent Notification, is it possible to > add show those values ? > > > > By adding some variables.. like we add Customer Firstname and etc. > > ?? > > > --------------------------------------------------------------------- > 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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In Agent Notification is it possible to configure value arrived of cc, to fields of original mail
by Darshak Modi 14 Mar '13

14 Mar '13

Hello, If mail arrives , it has to:/cc:. In Agent Notification, is it possible to add show those values ? By adding some variables.. like we add Customer Firstname and etc. ??

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