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ticket details from database
by Darshak Modi 12 Apr '13

12 Apr '13

Hi, I want ticket details per queue and total. Like, total tickets per queue, open tickets per queuelike that. From which tables can I get that? -- Darshak Modi | Elitecore Technologies Telecom Practices- India Office: 079-26405600 | +91-9909008245 Skype: darshakamodi

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Customer info center problem
by BIRO Zoltan 11 Apr '13

11 Apr '13

Hi All, I updated to OTRS 3.2.5 (ITSM 3.2.3) our test system. I continuously find the following problem in the last 2-3 releases. When I search in Customer Information Center and hit enter then the main Logon screen appears, I login again it continue with the results of the search. Anybody facing with the same issue? Best regards! Zoltan

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Changing the Ticket Dashboard
by Jason Marshall 11 Apr '13

11 Apr '13

Hi All How can I customize the ticket Dashboard? I would like to add the customer details in there? Company details Customer (e-mail) The customer ID is not really useful as it is a number nobody can relate to. As a feature request I would like to be able to customize my dashboard view. :) Kind Regards Jason Marshall Cathexis Technologies <http://www.cathexis.co.za> www.cathexis.co.za +27(0)87 2301081

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copy paste not working
by Jason Marshall 10 Apr '13

10 Apr '13

Hi All This is my first mail to this group :) I upgraded our company NetBSD 4.0 Unit which was running OTRS ver 2.4 to Ubuntu 12.04 server ver 3.2.2 OTRS and I have seen a huge improvement in usability. I also added the FAQ module which I am actively using. Great Job! One question: I am not able to copy and paste in OTRS. I get a browser permissions error. I loaded OTRS 3.2.4 on a VM Windows unit and I do not see the issue there? Is this a bug or something I need to configure on my company OTRS unit? Your help would be appreciated. Kind Regards Jason

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Migrating Tickets from Another Ticketing System
by Parag Bhalerao 10 Apr '13

10 Apr '13

Hello Team, We have a home grown ticketing system that we were using for past few years. We have switched to OTRS now, but for historic knowledge, we will like to refer to old tickets as well. Is there a way to import tickets from other system to OTRS? If so, how to go about it? GoodWills Parag Bhalerao

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Re: [otrs] JSON::Encode error after 30 minutes
by jasonm＠cat.co.za 09 Apr '13

09 Apr '13

Hi Arnold I am not sure here, but it sounds like you could be missing a third party module or component required by OTRS. In the bin directory of otrs run the checkmodules to check that you have all the required packages installed. I remember seeing a JSON: component there. I hope this helps ;) Regards Jason ------Original Message------ From: Arnold Ligtvoet Sender: otrs-bounces(a)otrs.org To: otrs(a)otrs.org ReplyTo: User questions and discussions about OTRS. Subject: [otrs] JSON::Encode error after 30 minutes Sent: Apr 9, 2013 9:27 PM Hi, I installed a clean OTRS 3.2.4 on Debian today. Installed from source, ran the installer, added Survey, iPhone and FAQ modules to the install. Changed some CSS files in the default template and changed the logo. Was not anywhere near core files. After working with the system for sometime I got error pages in my browser. When I looked in the /var/log/apache2/error.log I saw: [error] Undefined subroutine &Kernel::System::JSON::Encode called at /opt/otrs//Kernel/Output/HTML/Layout.pm line 902. When I clean my cache directory everything works again, until about 30/45 minutes after where I get the same problem. Anyone seen this behavior before? I maybe missing something simple here. Thanks, Arnold. --------------------------------------------------------------------- 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 Sent via my BlackBerry from Vodacom - let your email find you!

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JSON::Encode error after 30 minutes
by Arnold Ligtvoet 09 Apr '13

09 Apr '13

Hi, I installed a clean OTRS 3.2.4 on Debian today. Installed from source, ran the installer, added Survey, iPhone and FAQ modules to the install. Changed some CSS files in the default template and changed the logo. Was not anywhere near core files. After working with the system for sometime I got error pages in my browser. When I looked in the /var/log/apache2/error.log I saw: [error] Undefined subroutine &Kernel::System::JSON::Encode called at /opt/otrs//Kernel/Output/HTML/Layout.pm line 902. When I clean my cache directory everything works again, until about 30/45 minutes after where I get the same problem. Anyone seen this behavior before? I maybe missing something simple here. Thanks, Arnold.

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Copy paste not working
by Jason Marshall 09 Apr '13

09 Apr '13

Hi All This is my first mail to this group :) I upgraded our company NetBSD 4.0 Unit which was running OTRS ver 2.4 to Ubuntu 12.04 server ver 3.2.2 OTRS and I have seen a huge improvement in usability. I also added the FAQ module which I am actively using. Great Job! One question: I am not able to copy and paste in OTRS. I get a browser permissions error. I loaded OTRS 3.2.4 on a VM Windows unit and I do not see the issue there? Is this a bug or something I need to configure on my company OTRS unit? Your help would be appreciated. Kind Regards Jason

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Looking for a way to allow managers to see their employee's tickets
by Ugo Bellavance 06 Apr '13

06 Apr '13

Hi, I'm currently using OTRS 3.0 (but willing to upgrade if needed). I've been asked by my boss to try to find a way to allow managers to see their employee's tickets. We use LDAP (AD) for customer backend. Is there a way to achieve this in OTRS. Actually, it would be great if we could do that for all managers, but it is mostly for one manager. If I could tell OTRS to allow this person to see the tickets opened by her employees it may be sufficient. Thanks, Ugo

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Event Notifications not working
by Kristofer 06 Apr '13

06 Apr '13

Hello, I am trying to use Event Notifications based on SLA (first response), and they do not seem to be working. I saw references to enabling the job in GenericInterface.pm, but that is not the feature I am after. It appears that feature notifies anyone who has the queue in "My Queues", but I want to set up a custom notification to send an SMS alert to a mobile email address for a specific queue to a specific person. To set it up, I created a new notification using EscalationResponseTimeNotifyBefore, and then EscalationResponseTimeStart, and then both. None of them work. If I simply just change the event to TicketCreate, I get an alert when the ticket is created. My SLA is set up at the Queue level, and I have the notify before set to 80%. I have tried several different times for the SLA (10 minutes, 60 minutes, 120 minutes, etc.). The ticket is escalated in the dashboard view, but the notification never goes out, and I don't see any log entries anywhere as to why it is not getting hit. Am I doing something wrong, or might this be a bug in the Event Notifications?

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