February 2014 - otrs - OTRS mailing lists

Adding filters in the AgentTicketQueue
by Olivier Macchioni 17 Feb '14

17 Feb '14

Hello dear List, Today, the AgentTicketQueue allows to sort tickets by various columns (Age, Ticket Number, State, ...) - I've added some more columns for our own needs (Customer Language for instance). I wonder if it's possible to add the option to "Filter" the tickets depending the value in those columns, to show for instance only the "Open" tickets or only the tickets in German (or a combination of the two). I'm envisioning filters à la Excel, with a simple drop-down using <SELECT> + some Javascript to trigger the filtering. Has anyone done this so far? Olivier

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E-Mail to Agents
by Allen Barrett 14 Feb '14

14 Feb '14

I'm having a bit of trouble. I have verified that I can manually send e-mail to agents via the Admin Notification tool on the admin tab. E-mail is also being sent to customers. I'm not getting messages sent to agents, though, for new tickets, notes, etc. I'm not sure what I've done, but it was working initially. Can anyone help me troubleshoot this? I am running the windows version at 3.3.4. -- Allen Barrett IT Security and Systems Administrator Harding University Admin 304 (501) 279-4198

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Email Filtering Question
by Paul Stewart 14 Feb '14

14 Feb '14

Hi there We are testing OTRS for an upcoming project. We are an ISP and utilize Solarwinds as our network monitoring platform. I have read that there are good integration options between OTRS and Nagios for example. Has anyone worked with API level integration between the two platforms before? Just curious on experiences in that area. Also, instead of using API calls, I¹m interested in knowing more about mangling email tickets as they arrive. For example, if we had Solarwinds sent us email alerts for every time there was an up or down condition I would want to create a ticket under the actual email address of the customer effected (using a Managed customer as an example) therefore sending them an automated email acknowledgement that we know of a problem with their service. Further to that is the whole discussion around tracking up and down events in the same ticket and possibly closing the ticket automatically when there is an up event (after a down event). Any input much appreciated Paul

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Filtering the list of processes
by Mahmoud Ibrahim 14 Feb '14

14 Feb '14

HI,I need to know how i can prevent an agent from creating new process tickets (for some processes but not all of them) using ACL or any other method available. and if there is a way to remove those processes from the list (Ticket --> New Process Ticket --> Processes List) for that agent only.Thanks in advance.

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Re: [otrs] watched tickets - view in widget?
by Leah Kelly 14 Feb '14

14 Feb '14

I also realize you can view them in the dashboard, but was wanting to designate a widget to watched tickets, or maybe have two instances of open tickets displayed - one showing ‘Tickets in My Queue’ and then another one showing ‘My Watched Tickets’ so they can both be open at all times. Thanks, Leah

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Custom Directory and Customized Modules
by Finetti, Stefano 13 Feb '14

13 Feb '14

Hello everyone. I'm quite at loss with this problem. I know that OTRS has a "Custom" directory in which i can replicate the tree structure of the system in order to customize some of the modules that the system will use. In order to add some modification to the customer company creation and editing, I've copied Kernel/Modules/AdminCustomerCompany.pm to Custom/Kernel/Modules/AdminCustomerCompany.pm I've also created a file under Customer/Kernel/System/ called Payments.pm which correctly register itself as a package and it's used by the custom AdminCustomerCompany.pm module. The weird (is the only word I can use) behaviour is: The customized module isn't loaded every time I access the customer company creation, but only randomly. The other times, the original file in Modules directory is used by the system. To be sure of this, I've put a Log entry into both files to check which was used, so I'm sure that sometimes it uses the original script and sometime it uses the new one. I always do the same operation: go to Users->Customer Company Administration and then select "Add Customer". What can cause this apparently random choice about which file to use? Thanks in advance -- *Lynx International Srl* *Stefano Finetti* *Customer Service Manager* *http://www.lynx-international.com <http://www.lynx-international.com>* *Axed Group* Via Pier Luigi Nervi e/3 - Torre 6 - 04100 Latina Skype: *ssfinetti* Mobile: +39 348.38.58.165 -- This e-mail and any files transmitted contain documentation which is highly confidential and intended solely for the use of the individual or entity to whom they are addressed. All written data and other information in the documentation is and shall remain the property of the disclosing party. If you are not the intended recipient you are hereby formally notified that any disclosure, dissemination, forwarding, storing, copying or use of any of the information is strictly prohibited and will be legally pursued. If you received this in error, please contact the sender and destroy the documentation including deletion of the same from any computer. Thank you.

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Problems when working from another person's queue
by Leah Kelly 12 Feb '14

12 Feb '14

Since signatures and email addresses are connected to queues, it’s not so easy to work another person’s queue when somebody is out. For example, when Elizabeth is out, Amanda works Elizabeth’s queue. Amanda tries to reply to the customer, and the email says "Amanda <elizabeth(a)domain.com>", and the signature is Elizabeth’s as well, not Amanda’s. How can we fix this or work around?

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Customer reporting issue on myticket view
by Marco Vannini 12 Feb '14

12 Feb '14

Hi there, It's a long time that we didn't see. I hope that everyone and everything are OK :) Coming at the problem. A "customer" is reporting that accessing at his web interface he is not able to filter his tickets (Action=CustomerTicketOverview;Subaction=MyTickets). I tested his account and it seems he is right. It seems also that he is the only one... I tryed to check one of the ticket and article that is not associated at him but I'm not able to find anything that can lead me to a problem or misconfiguration. I assumed that the ticket selection, in case of "myticket" was performed selecting the otrs.ticket.customer_user_id but I guess not at this point. Do you have any hints for me ? Thank you in advance PS: I'm still on 3.2.14 due to the RH dependencies that I cannot sadisfy for the 3.3 :( Ciao !

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Installing other software on OTRS machine
by James Carroll 09 Feb '14

09 Feb '14

I'd like to install some other things on my OTRS host (namely Nagios and a Maven repository) and am concerned about conflicting ports and services, etc. Anyone have any insights or done this before? Anywhere that I can get more details on how OTRS is configured from a webserver/port perspective so I can avoid conflicts? Thanks, -- IDMWORKS James Carroll Newark, DE O: 888-687-0436 x709 C: 302.339.2703 F: 917.591.1525 E: james.carroll(a)idmworks.com W: www.idmworks.com ------ The information contained in this email message and any attachment may be privileged, confidential, proprietary or otherwise protected from disclosure. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, copying or use of this message and any attachment is strictly prohibited. If you have received this message in error, please notify us immediately by replying to the message and permanently delete it from your computer and destroy any printout thereof.

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Re: [otrs] otrs statistics about carried forward tickets for a day
by Mike Morris 08 Feb '14

08 Feb '14

> > Use ticket_history table for your query. > I found this useful, but the OP was using the GUI ("I am generating using report tool")... Sadly I'm no help because I do all my reporting direct from PostgreSQL and am not very familiar with Statistics module... > Message: 3 > Date: Thu, 6 Feb 2014 07:21:18 -0500 > From: Gerald Young <crythias(a)gmail.com> > Subject: Re: [otrs] otrs statistics about carried forward tickets for > a day > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > <CAKk-oUJfDWFbfYH--xd1BKRdqJDFFzerGpJdK2bGT3KYxMG82w(a)mail.gmail.com> > Content-Type: text/plain; charset="iso-8859-1" > > Use ticket_history table for your query. > > > On Thu, Feb 6, 2014 at 6:29 AM, Darshak Modi > <darshak.modi(a)elitecore.com>wrote: > > > hi, > > we want find how many tickets created in a day [ new ], how many are > > worked upon [ closed ] and if any tickets remain opened. I am generating > > using report tool. But all tickets that are closed , come only in closed > > state, and not in new state. > > > > it is difficult to know how many actually created , closed and carried > > forward if any . I get report like below > > State Type Thu 30 Fri 31 closed 14 16 new 1 0 open 0 0 Sum 15 16 > > > > Here it should come like new is 15, closed 14, open 1. Is that possible > > ? > > > > --------------------------------------------------------------------- > > 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 Mike Morris The Music Place 1617 Willowhurst Avenue San Jose, CA 95125 (408) 445-ARTS (2787) ------------------------------------ Your Random Historical Quote: The subjects of its [the Senate's] jurisdiction [on impeachment] are those offenses which proceed from the misconduct of public men, or, in other words, from the abuse or violation of some public trust. They are of a nature which may with peculiar propriety be denominated political, as they relate chiefly to injuries done immediately to the society itself. - James Madison, The Federalist Papers, No. 65. ------------------------------------

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