- otrs - OTRS mailing lists

Notify New Ticket and Update on Ticket
by Stefano Ricci 28 Nov '12

28 Nov '12

i want to notify with mail a new ticket in the queue to all users that have permission the update on the ticket to the owner of that. i use otrs 3.1.7. to new ticket i do that: ADMIN -> Notifications (Event) -> New Recipient Group: Agent (All with write permission) Event: TicketCreate State: New Notification article type: email-notification-ext to update on ticket i do that: ADMIN -> Notifications (Event) -> New Recipient Group: Agent (Owner) Recipient Group: [i set the user that manage the team] Event: [I select all events] State: [i select all excepted closing states] Notification article type: email-notification-ext no mail are generated from otrs.. -- *Stefano Ricci* ICT Consultant mobile: (+39) 340 07 56 067 email: stefano.ricci(a)riccimatic.com skype: riccimatic web site: http://www.riccimatic.com PIVA: IT 07400870965 *Privacy* In ottemperanza al decreto legislativo del 30 giugno 2003 n 196, le fornisco alcune informazioni circa l’utilizzo dei suoi dati personali, i quali provengono da sua comunicazione spontanea nei miei confronti, da precedenti contatti, da fonti di pubblico dominio. I suoi dati saranno trattati esclusivamente al fine di soddisfare le sue esigenze. Senza il loro trattamento, cui lei consente automaticamente proseguendo nell’interscambio informativo, l'unica conseguenza sarà che tali finalità non potranno essere realizzate. Il trattamento sarà realizzato mediante strumenti informatici e telematici. Tali dati non saranno comunicati o accessibili a terzi, salvo i casi previsti dalla legge, inoltre le sono riconosciuti i diritti di cui all'articolo 7 del decreto legislativo 196/2003. La prego di non procedere alla comunicazione dei suoi dati sensibili, ossia i dati idonei a rilevare l'origine razziale ed etnica, le convinzioni religiose, filosofiche o di altro genere, le opinioni politiche, l'adesione a partiti, sindacati, associazioni o organizzazioni a carattere religioso, filosofico, politico o sindacale, nonché idonei a rilevare lo stato di salute e la vita sessuale, in quanto per questi dati non detengo l'autorizzazione necessaria al trattamento, ai sensi del 196/2003. Inoltre questo messaggio di posta elettronica contiene informazioni di carattere confidenziale rivolte esclusivamente al destinatario sopra indicato, e tutelate dal 196/2003. Ne è vietato l'uso, la diffusione, distribuzione o riproduzione da parte di ogni altra persona. Nel caso aveste ricevuto questo messaggio di posta elettronica per errore, siete pregati di segnalarlo immediatamente al mittente e distruggere quanto ricevuto senza farne copia. Qualsivoglia utilizzo non autorizzato del contenuto di questo messaggio costituisce violazione dell'obbligo di non prendere cognizione della corrispondenza tra altri soggetti, salvo più grave illecito, ed espone il responsabile alle relative conseguenze. *La legge che governa l’interscambio informativo tra lei e me è quella italiana, mentre il foro competente è esclusivamente quello di Milano. Nel caso lei risieda in uno stato differente dovrà verificare in autonomia e sotto la sua responsabilità che le norme locali non siano in contrasto con quelle italiane.*

1 0

Dynamic stats and SLA escalations
by Bogdan Iosif 28 Nov '12

28 Nov '12

Hi, Are dynamic stats fields related to escalations (Escalation*, FirstResponse*, UpdateTime*, Solution*) ALWAYS tied to escalation configurations at the queue level (as opposed to escalation configurations per SLA)? It's likely the answer is yes, in which case I have a follow up question. Can dynamic stats reference SLA escalation configs? For example I would like to create a report to see FirstResponseDiffInMin for a specific SLA. Thanks, Bogdan

1 0

search issue
by Neil Simpson 28 Nov '12

28 Nov '12

Hi, We use otrs 3.1.6. if i have a ticket with subject "john & mark" and search for it using "subject" or "text" or "full text" search fields i do not find it using it's full subject line. if i only search on "john" i find it. I assume therefore it's the "&" symbol and likely other special characters that the search doesn't like. i tried to escape the character with \ but that did not work. is this a known issue, i dont find a bug report for it. thanks Neil

3 4

How can i have all list of OTRS environmental attributes
by Josepha HODE 28 Nov '12

28 Nov '12

Hi all, I search a complete list of all OTRS environmental attributes. Which can help me please. Thanks.

1 0

Issue Regarding Auto-Response In OTRS
by Sumit Kadian 28 Nov '12

28 Nov '12

Dear OTRS Team, We have implemented the OTRS version--3.1.11,with mysql version-5.5. We are facing problem while creating the Auto-Response in OTRS.It gives the following error::: * The Connection Was Reset---"The connection to the server was reset while the page was loading. Kindly provide us proper response. Regards: sumit kadian 9136277776 *

2 1

reg: session cookie to set as secure
by ravi shanker 28 Nov '12

28 Nov '12

Hi i need help to set session cookie as secure as this one of recommendation from our testing team. Ravi Shankar

3 2

Re: [otrs] RPM repo (was: FW: OTRS 3.2 beta – statement from Manuel Hecht, Vice President Global Software Development)
by Michiel Beijen 27 Nov '12

27 Nov '12

Hi David, Thanks for the suggestion - I appreciate your concern. Better packaging has been long on our wish list but the list is long and the amount of hours in a day is not. Anyway, to be able to pull this off the upgrade process for patch level updates should be fool proof and should not require manual actions. Currently, it would still require manual reinstallation of packages via the OTRS package manager in case you are using ITSM, for instance. This should be taken care of by the RPM. That is totally fixable. And we should create different repositories for the different minor revisions, so if you would like to upgrade from OTRS 3.1 to 3.2 you could do that by changing your package repository and running yum upgrade plus any post install actions, and if you would not change the repo you will keep on receiving 3.1.x updates. One other topic is that we currently do not ship with an SELinux profile, which forces people to set selinux to permissive. Would there be any RHEL syadmin that can help with the SElinux profile? Would there be people interested in testing such an RPM repo? -- Mike. Op 27 nov. 2012 16:35 schreef "David Boyes" <dboyes(a)sinenomine.net> het volgende: A suggestion:**** ** ** Something that would be really helpful if you’d like to encourage beta testing: a network-accessible repository (either yum or apt, preferably both) that can be added to a system, and then used to install, eg a repository definition file that can be retrieved with wget, and then being able to do ‘yum update; yum install otrsxxxx’. This is enterprise software, and the “download a RPM and figure out how to bolt it into the various install systems” is a real PITA. **** ** ** At least for the RPM variants, you just need to take the dir that contains the RPM and run ‘createrepo’ on it. It’s a little more work for Debian based systems, but IMHO it would REALLY help the uptake on beta testing. It’s also becoming a hallmark of a serious enterprise application to operate this way. **** ** ** *Feed:* OTRS Community Blog *Posted on:* Monday, November 26, 2012 6:54 AM *Author:* Mike *Subject:* OTRS 3.2 beta – statement from Manuel Hecht, Vice President Global Software Development**** ** ** On 30th October, we have released beta 1 of OTRS 3.2. Today we have released the third beta<http://www.otrs.com/en/open-source/community-news/releases-notes/release-no…>, together with beta’s of our ITSM modules. After some more beta releases we’ll finally release the stable release on January 29th, 2013.**** One of the new features Shawn already showed in an earlier blog post <http://blog.otrs.org/2012/10/29/something-is-brewing-on-the-horizon/>is the all-new Customer Information Center. One other feature we’ll write more about in the upcoming weeks is the new Process Management features, with a nice GUI where you can design interfaces and actions.**** Apart from that, we have the usual smaller and bigger performance- and UI improvements.**** Below a video statement from Manuel Hecht, our Vice President Global Software Development, who talks about the new OTRS 3.2 release and more. **** Please try out the beta<http://www.otrs.com/en/open-source/community-news/releases-notes/release-no…>now. We recommend that you do not use this software in production yet, although we are ‘dogfooding’ ourselves and have upgraded our internal portal to 3.2.x recently. But installing it on a test environment is absolutely something you could consider, and plan your move to 3.2 accordingly. Obviously, OTRS Group can support you with upgrading<http://www.otrs.com/en/solutions/services/>if you want, just contact us to discuss. And if you are an existing customer with a Professional or Enterprise subscription<http://www.otrs.com/en/solutions/subscriptions/>, we’ll perform your upgrade free of charge.**** View article...<http://blog.otrs.org/2012/11/26/otrs-3-2-beta-statement-from-manuel-hecht-v…> **** --------------------------------------------------------------------- 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

2 2

'To' field in new note
by Juan Manuel Clavero Almirón 27 Nov '12

27 Nov '12

Hi all, simple question: anybody knows in which cases a note will be saved with the 'To' field? I've been making tests and it seems that if the agent writing the note is different to the owner of the ticket, OTRS will add the owner as the "To" field. But my tests fail as to the responsible of the ticket: if there is no owner, the responsible MAY be in the "To" field, but it seems that varies with the responsible user... Kind regards, Juan Clavero

1 0

FW: OTRS 3.2 beta – statement from Manuel Hecht, Vice President Global Software Development
by David Boyes 27 Nov '12

27 Nov '12

A suggestion: Something that would be really helpful if you’d like to encourage beta testing: a network-accessible repository (either yum or apt, preferably both) that can be added to a system, and then used to install, eg a repository definition file that can be retrieved with wget, and then being able to do ‘yum update; yum install otrsxxxx’. This is enterprise software, and the “download a RPM and figure out how to bolt it into the various install systems” is a real PITA. At least for the RPM variants, you just need to take the dir that contains the RPM and run ‘createrepo’ on it. It’s a little more work for Debian based systems, but IMHO it would REALLY help the uptake on beta testing. It’s also becoming a hallmark of a serious enterprise application to operate this way. Feed: OTRS Community Blog Posted on: Monday, November 26, 2012 6:54 AM Author: Mike Subject: OTRS 3.2 beta – statement from Manuel Hecht, Vice President Global Software Development On 30th October, we have released beta 1 of OTRS 3.2. Today we have released the third beta<http://www.otrs.com/en/open-source/community-news/releases-notes/release-no…>, together with beta’s of our ITSM modules. After some more beta releases we’ll finally release the stable release on January 29th, 2013. One of the new features Shawn already showed in an earlier blog post <http://blog.otrs.org/2012/10/29/something-is-brewing-on-the-horizon/> is the all-new Customer Information Center. One other feature we’ll write more about in the upcoming weeks is the new Process Management features, with a nice GUI where you can design interfaces and actions. Apart from that, we have the usual smaller and bigger performance- and UI improvements. Below a video statement from Manuel Hecht, our Vice President Global Software Development, who talks about the new OTRS 3.2 release and more. Please try out the beta<http://www.otrs.com/en/open-source/community-news/releases-notes/release-no…> now. We recommend that you do not use this software in production yet, although we are ‘dogfooding’ ourselves and have upgraded our internal portal to 3.2.x recently. But installing it on a test environment is absolutely something you could consider, and plan your move to 3.2 accordingly. Obviously, OTRS Group can support you with upgrading<http://www.otrs.com/en/solutions/services/> if you want, just contact us to discuss. And if you are an existing customer with a Professional or Enterprise subscription<http://www.otrs.com/en/solutions/subscriptions/>, we’ll perform your upgrade free of charge. View article...<http://blog.otrs.org/2012/11/26/otrs-3-2-beta-statement-from-manuel-hecht-v…>

1 0

No way to order tickets on the Dashboard by last activity time?
by Muhammad El-Sergani 27 Nov '12

27 Nov '12

Dear list, We're currently using OTRS 3.1.11. Before that we used to have 3.0.1 and had a package called HammerQueueView installed which was responsible for sorting tickets viewed on the Dashboard by last action time/date. I'm sure you are all aware of this. And of course due to the change in architecture/"DB structure", I'm not sure, this package no more works. Basically, has there been anything else implemented around that would do the same job? Better yet, could OTRS be configured that way, or manipulated/tuned to do so? I'm no OTRS expert but would gladly welcome any available packages and/or tutorials. Thanks //M

1 0