- otrs - OTRS mailing lists

Effective time resolution ticket.
by Hugo Hidalgo 03 Feb '14

03 Feb '14

Hi, I'm trying to find out if it is possible to get a report on ticket resolution time given a schedule of 8x5. This is very important for SLA with other companies. Can you help me? Best Regards. ---------------------------------------------------------------------------------------------- [image001] Hugo Hidalgo Peñalver Support System Engineer, EMEA Cloud CoC Anabel Segura 7 28108 Alcobendas - Madrid (SPAIN) Mo: +34 912032960 E-mail: hugo.hidalgo(a)emea.nec.com<mailto:hugo.hidalgo@emea.nec.com>

2 2

version 3.2.12 , emailfrom is not available
by Darshak Modi 31 Jan '14

31 Jan '14

1 0

Queue versus Subqueue versus All in one queue
by Leah Kelly 31 Jan '14

31 Jan '14

Hello, I am considering a setup change, but would really like good examples of clients having their own individual queue, versus having a subqueue of another main queue, versus just everybody being in the same queue. We are a small software company (<20) - the people in OTRS are Account Managers (AM) and Developers (D). The AMs each have specific clients, but also need to answer questions from any other randoms that come in. For example, a client of Marlene’s could write to marlene(a)company.com, or support(a)company.com. Marlene would answer her queue, and anybody (including Marlene) could answer when they wrote to support. In other words, all AMs can answer customers who write to the generic support mailbox. Right now I have OTRS set up so each AM has their own queue (never mind why I did it this way, it’s irrelevant). They also check the Support queue. As their ‘Favorite Queues’ in their settings, the AM selects both their own personal queue and the Support queue. Developers are in a subqueue. (I did this to experiment to see if one was better than the other, but I never really figured it out.) The way we work, is that when somebody gets a client request, often it will need to involve several steps between AMs and Ds. We want to be able to get a ticket, read the request, write a note to the appropriate person, then move it to an appropriate queue. When that person is done with their part, they write a note and move it back to the other person’s queue to let them know it’s complete so they can tell the customer and close the ticket. Many times there are more than just two people involved. We want the AM to get the ticket first though, because they are the POC and owner of the account. It works okay when nobody has taken ownership yet. But if somebody has, you have to change yourself to the owner, then move it back to the person’s queue, and then the next person has to do the same thing. Surely there’s a simpler solution. Which is why I think I should change the set up - can somebody tell me what the main advantages/benefits are of each of the three configurations (one person per queue, many people in one queue, and many subqueues (each with one person in them) within one queue)? Sorry I am just an OTRS ignoramus. Thank you for your time. And I really appreciate your insight. I am really trying to and want to learn! L

2 1

Customer list problem
by BIRO Zoltan 30 Jan '14

30 Jan '14

Dear All, I have 1000+ customers and 30+ CustomerId in our OTRS 3.2.x system. I'm using LDAP customer backend and make differences of the countries as CustomerId. It's working fine but I found the following: Goes to Admin > Customers and search for * should be show all Customers from the backend? (CustomerUserSearchListLimit=5000 in Config.pm) Some Customers and CustomerId doesn't shows in the full list, it's only 5 different CustomerIds with around 30-40 Customers and these are not the latest added to the system. But If I search one of them from missing Customer with his/her lastname the system can find it and shows under the right CustomerId. I don't really understand why I can't see them in the full list. The missing Customers and CustomerIds are permanent. The background is I'm using this very nice and useful add-on to assign Customer Companies to services ( http://www.neteye-blog.com/2012/06/otrs-assign-customer-companies-to-groups… ) but I got an error with this message: There are no customers with CustomerID AMATEC! Insert at least one user with CustomerID: AMATEC! NO ASSOCIATION WILL BE DONE RIGHT NOW, this message comes only for the missing Customers/CustomerIds from the full Customers list. As I see on the NetEye blog I'm not alone with this issue. It's worked before without any assignment issue... Thank you in advance! Regards! Zoltan

6 6

Filtering Services based on Dynamic Field Content
by Alvaro Cordero 29 Jan '14

29 Jan '14

Hello, I have been working on a deployment where we have two dynamic Fields Called Category and SubCategory and then the services are defined based on those two fields. I have been working on filtering the Services Available based on the selection of the above dynamic Fields, but no matter what combination of properties I do, I cannot get the ACL to work. I can filter services based on ticket type though. Has anyone achive something like that? Thanks -- ___________________________ Alvaro Cordero Retana

3 7

Phonecall action always mentions customer
by Sander Goudswaard 28 Jan '14

28 Jan '14

All, When placing an inbound or outbound phonecall, the from/to is always displayed in OTRS as the customer. Even when I receive or make a call from/to someone else, OTRS suggests in the phonecall action that it's the customer who is involved. Setting Ticket::Frontend::AgentTicketPhoneOutbound###SenderType to 'agent' does not make a difference. Can this be resolved? Thanks, Sander

4 5

Permission denied: /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm
by Marty Hillman 28 Jan '14

28 Jan '14

I followed the guidance at https://groups.google.com/forum/#!topic/otrs_archive/M5H2EwwX-J0 and used the SetPermissions.pl<https://groups.google.com/forum/#!topic/otrs_archive/M5H2EwwX-J0%20and%20us…> against the /opt/otrs/ directory and was able to start the service from /etc/init.d once. It then came up a few minutes later and alerted me that the service might not be running. I tried to stop it from the command line and it said it was already stopped. I tried to start it again manually from the command line, but got the same permissions error as in the subject line. I will keep googling for an answer, but does anyone have any quick thoughts? Marty Hillman - IT Manager of Network Infrastructure [cid:image001.png@01CF1C0E.5F0E3440] 5801 Clearwater Drive, Minnetonka, MN 55343 P 612.617.4333 | E mhillman(a)equuscs.com<mailto:mhillman@equuscs.com>

2 4

module Code::TidyAll v0.17 is required and not installed!
by Marty Hillman 28 Jan '14

28 Jan '14

I am upgrading to OTRS 3.3.3 from 3.2.10, and got the entire install including ITSM working on the first attempt. However, there is one plugin that I am not able to install. Every time I try to install OTRSCodePolicy, I get the error "Sorry, can't install package, because module Code::TidyAll v0.17 is required and not installed!" I did try doing cpan Code::TidyAll, but that fails because of missing Digest::SHA1,Moo,Guard. I have not been able to find anything in the documentation on this yet. Anyone else run into this problem or have any ideas? Marty Hillman - IT Manager of Network Infrastructure [cid:image001.png@01CF12C8.175A0B50] 5801 Clearwater Drive, Minnetonka, MN 55343 P 612.617.4333 | E mhillman(a)equuscs.com<mailto:mhillman@equuscs.com>

2 7

All active pull requests for OTRS need to be recreated
by Martin Gruner 27 Jan '14

27 Jan '14

Dear all, today we experienced a technical problem with the git repository on https://github.com/OTRS/otrs which forced us to re-create this repository on github and push the data to it again. The very unfortunate side effect of this is that all pull requests are lost (there were around 18 open PRs). If you sent one of these that was not already merged and is now lost, or you previously created a fork of OTRS on github, you should take the following steps: - Please re-fork OTRS in github to correctly establish the repository link again. - Push all your own branches to your fork from your local clone. No data will be lost! - Re-create the PRs that are still relevant. Please accept my sincere apologies for the overhead this may cause you. Best regards, mg -- Martin Gruner Senior Developer R&D OTRS AG Europaring 4 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel Einfache Planung, bessere Übersicht - Mit OTRS 3.3 einfach besseres Service Management - Jetzt downloaden und testen

1 0

Re: [otrs] otrs Digest, Vol 64, Issue 29
by Mike Morris 27 Jan '14

27 Jan '14

> Date: Sat, 25 Jan 2014 13:41:39 -0500 > From: "Sol-G Saint" <sol(a)cshotline.com> > Subject: [otrs] module Code::TidyAll v0.17 is required and not > installed! > To: <otrs(a)otrs.org> > Message-ID: <003501cf19fd$1722ca50$45685ef0$@com> > Content-Type: text/plain; charset="us-ascii" > > I am having this same problem. > > Has anyone figured out how to solve this? Installing the missing [perl] module is the obvious fix; how to do this is very much dependent on your operating system... But you could go to cpan.org, find the module and puruse their installation docs. Mike Morris The Music Place 1617 Willowhurst Avenue San Jose, CA 95125 (408) 445-ARTS (2787) ------------------------------------ Your Random Quote: I have never been so well pleased, as when I could shift power from my own, on[to] the sholders of others; nor have I ever been able to conceive how any rational being could propose happiness to himself from the exercise of power over others. - Thomas Jefferson, January 26, 1811, letter to Monsieur Destutt de Tracy ------------------------------------

1 0