April 2014 - otrs - OTRS mailing lists

open ticket report monthly
by KalyanaChakravarthy MP 17 Apr '14

17 Apr '14

Sql Query: SELECT ticket.tn, ticket.id,ticket_history.state_id,ticket_state.name, max(ticket_history.change_time) AS change_time FROM ticket_history LEFT JOIN ticket ON (ticket.id = ticket_history.ticket_id) LEFT JOIN ticket_state ON (ticket_state.id = ticket_history.state_id) LEFT JOIN ticket_state_type ON (ticket_state_type.id = ticket_state.type_id) WHERE ticket_history.history_type_id = 27 AND ticket_state_type.name !="closed" GROUP BY ticket.tn; At the moment it just groups the records and only gets the max date and not the row associated with the max date Thank you & Regards, Kalyana chakravarthy M .P, Sr software Engineer

4 3

DB Tables
by André Cavalcante 17 Apr '14

17 Apr '14

Hi there, Once I don't have a graphic dashboard plugin, I'd like to build some queries on otrs db (mysql) to show the results in Pentaho. Problem: I don't know in which table data are. Desired result: A graphic dahsboard that shows: - how many tickets are in each queue - how many tickets are locked and unlocked in each queue - how many tickets have escalated per queue - how many tickets per agent, per queue - survey results and other that my imagination can think about. Does anyone know where I can get these information? Thanks -- *André Luiz C. e Cavalcante, PMP, PRINCE2* ITS Manager

4 7

lost password link is not displayed
by Darshak Modi 17 Apr '14

17 Apr '14

3 5

Re: [otrs] DB Tables
by Steve Clark 17 Apr '14

17 Apr '14

On 04/17/2014 07:30 AM, Gerald Young wrote: > sum(case when t.ticket_lock_id = 1 then 1 else 0 end) as unlocked select q.name queue, sum(case when t.ticket_lock_id = 1 then 1 else 0 end) as unlocked, sum(case when t.ticket_lock_id = 2 then 1 else 0 end) as locked from ticket t left join queue q on q.id=t.queue_id left join ticket_state ts on ts.id = t.ticket_state_id group by q.name order by q.name; Worked great, Thanks! -- Stephen Clark *NetWolves Managed Services, LLC.* Director of Technology Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com http://www.netwolves.com

1 0

ITSM Change Management
by Gergely Polonkai 14 Apr '14

14 Apr '14

Hello, is there anyone on this list who has successfully implemented a Change in ITSM 3.x? I have tried and tried, but cannot go forward from requested to approved state. Is there a fully blown tutorial on this? Thanks in advance! Best, Gergely

3 5

Ignoring out-of-office autoreplies
by Sander Goudswaard 07 Apr '14

07 Apr '14

I'd like to avoid autoreplies from customers (out of office etc.) to re-open my tickets, or change the state from Pending-customer to Open. Found these references: https://otrsteam.ideascale.com/a/dtd/Out-of-office-auto-replies/114882-10369 http://blog.otrs.org/2010/10/22/dont-let-out-of-office-emails-change-your-t… Has anyone implemented a solution like this? I'm of course looking for something that survives upgrades and doesn't require too much fiddling. Thanks, Sander

4 6

dashboard new collumn
by André Cavalcante 06 Apr '14

06 Apr '14

Hi there, I'd like to add a collumn in Dashboard New Tickets to show the customer's company and his/her name. Is it possible? Any advice? I'm using OTRS 3.3.5. Thanks, -- *André Luiz C. e Cavalcante, PMP*

2 3

Set status automatically
by André Cavalcante 06 Apr '14

06 Apr '14

Hi there, I'd like to set status automatically to OPEN, once a ticket is LOCKED, so that I don't need to answer the tickets in order to change its status from NEW to OPEN. Do I need an ACL ou a Generic agent? -- *André Luiz C. e Cavalcante, PMP*

2 2

Will the autoresponses only work for email tickets
by Alvaro Cordero 04 Apr '14

04 Apr '14

Hello, I am using OTRS 3.3.5 on a CentOS System I have being trying to make an autoresponse to go out to a customer whenever a new ticket gets created, but it only works when the new ticket is created by email, not when I create a Process ticket nor a Phone Ticket nor an Email Ticket. Since the autoresponse didn't work I tried with a Notification event for the ticketcreate event, but it has the exact same efect, it only goes out when the ticket is created by an incoming email but not when a phone, email or process ticket is created. I know you migth say, if the customer is calling give'em the ticket number or send a email afterwards.... Any advice will be appreciated. -- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro(a)gridshield.net www.gridshield.net

3 4

Automatic Replies, Fetching Email
by Shannon Johnson 03 Apr '14

03 Apr '14

I've recently downloaded and installed OTRS 3.3.4 on Windows Server 2012 and for some reason the automated replies aren't being sent, and (probably related, but I've no idea how) it isn't fetching mail from the server every 10 minutes like the documentation says it should by default... Any help? Thanks in advance Shannon

2 1