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Modify Criticality on a ticket basis
by Juan Manuel Clavero Almirón 25 Feb '13

25 Feb '13

Hi all, I have a doubt about Criticality <-> Impact <-> Priority Matrix. Maybe is due to a poor understanding of ITIL but please, be kind and argue your answer... Let's say that our OTRS system has a service called OTRS with a criticality of 4 high because, if it fails, no agent can work. Let's say there is a problem in OTRS: the company logo is mirrored and unreadable. It's a problem that affects both customers and agents, all of them, so its impact is 5 very high. So now I have a very high priority ticket that is nothing more than a GUI nuisance. I know I can manually change the ticket 's priority, but what I would be really doing is saying "Although the impact is really 4, the criticality should be 1, not 4." Now, my question: do you think that there should be a way to adjust the criticality of the service for the current ticket? Kind regards, Juan Clavero OTRS 3.1 on CentOSLinux [Apache and MySQL ] connected to an Active Directory for Agents and Customers.

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Ticket::Frontend::CustomerTicketZoom###ArticleType
by Emilia Starzak 25 Feb '13

25 Feb '13

Hi, Is that possible to turn on more article types for customer than webrequest, i need e-mail-external, becouse a lot of our customers sends ticets via e-mail. They use customer panel very seldom, i want to conviece them to use it more often. Kind regards, Emilia [http://www.operatordtp.pl/softservice/softservice-maillogo.gif] Soft Service Pawełczak i Wspólnicy Sp. J. ul. Węglowa 1/3 60-122 Poznań tel./fax: +48 61 661 51 30 gsm: +48 661 403 064 nr konta: 39 1030 0019 0109 8530 0030 5844 NIP 7821741072 REGON 630913862 mail: biuro(a)softservice.pl<www:%20http://softservice.pl> www: http://softservice.pl<www:%20http://softservice.pl>

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Couldn't send mail: 550 5.7.1 Client does not have permissions to send as this sender
by Zemánek Jiří 25 Feb '13

25 Feb '13

Hello there, I´m complete newbie, I´m testing OTRS and I have this problem: In the OTRS log (Admin tab) this error is repeated again and again: Can't create PID PostMasterMailbox, because it's already running (otrs/22327)! After some googling, I found post in which someone says to delete some row from DB (delete from process_id where process_name = 'PostMasterMailbox';) and then to try /opt/otrs/bin/otrs.PostMasterMailbox.pl -f 1 So I issued command [root@otrs ~]# sudo -u otrs /opt/otrs/bin/otrs.PostMasterMailbox.pl -f 1 But it displays error in the subject. How do I find which sender it is trying to send e-mail as? JZ ________________________________ Upozornění společnosti OKsystem s.r.o. s ohledem na zavedené standardy ISO 9001, ISO 27001 a ISO 14001: Tato zpráva a všechny připojené soubory jsou dle obchodního zákoníku důvěrné. Jestliže nejste zamýšleným adresátem, uvědomte prosím odesilatele a smažte zprávu i přiložené soubory. Opravdu potřebujete vytisknout tento email? Myslete na přírodu. Disclaimer of OKsystem s.r.o. with respect to implemented standards ISO 9001, ISO 27001 and ISO 14001: This message and all attached files are confidential and legally privileged. If you are not the intended recipient, please notify the sender and delete the message including all attachments. Please consider the environment before printing this email.

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Pulling CustomerIDs from a multi-valued LDAP attribute
by GARDAIS Ionel 24 Feb '13

24 Feb '13

Hi list, According to the doc, CustomerIDs can be pulled from a LDAP customer backend if the declared attribute contains a list of customer ids separated by commas. (see http://doc.otrs.org/3.2/en/html/external-backends.html#multi-customer-ids-l…) We use an ActiveDirectory as user repository an plan to use the directReports/manager attributes. That is, for a manager, asking for the directReports attribute return a list of reporters. Is it possible to set the LDAP attribute to an attribute that returns multiple values ? I guess if not, I should try to adapt Kernel/System/CustomerUser/LDAP.pm for that purpose by myself ? Thanks for your feedback, Ionel -- This message and any attachments (the message) are confidential and intended solely for the addressees. Any unauthorised use, dissemination or reproduction is strictly prohibited. The sender does not accept liability for any errors or omissions in the contents of this message arising as a result of e-mail transmission.

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Multiple telephone numbers
by Jan Behrend 21 Feb '13

21 Feb '13

Hi, I am retrieving the customers' phone numbers from LDAP. How can I display more than one telephone number in OTRS if the user happens to have multiple numbers? Cheers Jan -- MAX-PLANCK-INSTITUT fuer Radioastronomie Jan Behrend - Rechenzentrum ---------------------------------------- Auf dem Huegel 69, D-53121 Bonn Tel: +49 (228) 525 359, Fax: +49 (228) 525 229 jbehrend(a)mpifr-bonn.mpg.de http://www.mpifr-bonn.mpg.de ------------------------------------------------------------------------ Die digitale Unterschrift dieser Mail kann durch das Zertifikat der DFN Global Hierarchie überprüft werden: https://ca.mpg.de/certs/root-DGP/deutsche-telekom-ca2-root-cert.der Weitere Informationen zur CA der MPG finden Sie unter: https://ca.mpg.de ------------------------------------------------------------------------

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Odd Issues
by Gadow, Shawn 21 Feb '13

21 Feb '13

I have a couple of odd issues. That started on the 20th of last month approximately 1 E-mails just stopped fetching automatically all of the sudden.. I don't remember how that works or how I set that up.. but I can manually fetch.. 2. the 7 day stats graph stopped showing closed tickets. It is only showing created. Both of these things happened at the same time we are currently running 3.1.9

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OTRS integration with FusioInventory
by Bruno Furtado 20 Feb '13

20 Feb '13

hello folks, I newbie in OTRS, and I want to integrate with the FusionInventory, where I can get a tutorial? best regards, -- Bruno Furtado 55 21 8897-2908 LinkedIn: http://linkd.in/brunofurtado ====================================================================== - Não mostre para os outros o endereço eletrônico de seus correspondentes. Use Cco (ou Bcc) ! - Retire os cabeçalhos com os emails dos seus correspondentes antes de repassar uma mensagem. - Dificulte a disseminação de vírus e spams !

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Dashboard
by Luchtman, Kurt 20 Feb '13

20 Feb '13

Is there any way to add the ticket type such as E-mail ticket or Phone in ticket in the dashboard? Kurt -------------------------------------------- Kurt Luchtman NC FAST Desktop Support Manager 3724 National Drive #200 Raleigh NC 27612 919-707-4198 ________________________________ Email correspondence to and from this address is subject to the North Carolina Public Records Law and may be disclosed to third parties by an authorized State official. Unauthorized disclosure of juvenile, health, legally privileged, or otherwise confidential information, including confidential information relating to an ongoing State procurement effort, is prohibited by law. If you have received this e-mail in error, please notify the sender immediately and delete all records of this e-mail.

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Manually Refresh Cache
by Nick Lapp 19 Feb '13

19 Feb '13

I have a separate custom built service that automates inputting information such as customer information, queue information, and customer company information directly into the OTRS database. Whenever an item such as a customer is added or updated via this process, the changes don't appear in the OTRS web interface until I go into another customer and hit update. I'm assuming this is some sort of caching that helps improve the performance of OTRS and by inputting directly into the DB, the cache is not being rebuilt but by hitting update, it gets rebuilt. So my question is, is there a way to automatically rebuild the cache so I don't have to manually hit update? Or maybe it's already being rebuilt every so often via a cron job that I haven't noticed? Any assistance is greatly appreciated! Nick OTRS 3.2.1

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UI Interface with OTRS
by Kaushal Shriyan 19 Feb '13

19 Feb '13

Hi Is there an UI application for call center which integrates with OTRS application meaning the agents can respond to the customer queries similar to email interface like gmail? Regards, Kaushal

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