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On Jul 02, 2011 @ 03:05 pm, dm_jangulo(a)equifax.com.pe wrote:
Hi team, I wonder if they know a practical manual on how to convert
email into ticket and put in a queue, use the administrator email
account, but the mails are not converted to tickets, they could send me
some link that can guide me, thank you very much .
Julio Cesar Angulo Quiroz
Telf.: 997066155
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On Jul 02, 2011 @ 02:50 pm, avik.das(a)naukri.com wrote:
Hi Darshak,
Since your volumes is high you must be having some processes in place too.
With the processes in place you would require to monitor them through runtime reports and reports based on historic data.
This is where OTRS is a little empty.
As you might have found out by now, OTRs is quite a powerful tool with lot of customization , workflow and tools to implement ITIL.
Also regarding volumes we do face problems when we receive tickets in range of 180-190 in 7 hours, the system gets slow.
Our installation in on a virtual VM with Intel(R) Xeon(R) CPU E5410 @ 2.33GHz, 2Gb RAM, and 300 GB Diskspace.
We are investigating, though our installation is out of the box installation.
Personally I found RT and OTRS very good. Both very good in customization and features. But OTRS scored with it's ITIL integration.
Incase you don't mind putting in some money you may give a look to manage engine's Helpdesk/Service Desk and also IT360
They are vgood like OTRS and ahead as well with very good reports and custom reports. The installation is also pretty easy.
http://www.manageengine.com/help-desk-software.html
Hope this helps.
Regards
[cid:image001.gif@01CB6FA2.F1012400]
From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Leideck - ITSM
Sent: Saturday, October 16, 2010 6:31 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Comparing OTRS with other ticket system
Hi Darshak,
Welcome to the community, first of all! ;-)
For details about features to compare it with other systems, I would suggest to contact enjoy(a)otrs.com<mailto:enjoy@otrs.com>.
Regarding your question about benchmark:
All I can say is that 10000 tickets should not be the problem to create, it is just one ticket per 8.5 seconds.
You should of consider if the ticket is closed with 4 or 5 actions or if there is a high traffic in terms of customer contacts for a single ticket.
1000 Agents, well ... AFIAK we have such systems, but I am not sure if there is one running on a single box - might depend on the definition of "a single box".
==Ticket History==
On Jul 02, 2011 @ 02:50 pm, avik.das(a)naukri.com wrote:
Attachment:
------
On Jul 02, 2011 @ 02:49 pm, nils.leideck(a)leidex.net wrote:
Hi Jos,
You are absolutely right!!!
it was just my concern to get an existing comparison provided by the people who are professional in comparisons dedicated to your needs, which is our team behind enjoy(a)otrs.com, for situations where you don’t want to start long discussions - sometimes with emotional influence - on the public sector.
If you know functions and you cannot get a clue just out of the available documentation and materials, we are of course always more than happy to “discuss” the options on this public mailing list, no objections at all!!!
------
On Jul 02, 2011 @ 02:48 pm, jos(a)xos.nl wrote:
Hi,
------
On Jul 02, 2011 @ 02:47 pm, nils.leideck(a)leidex.net wrote:
Hi Darshak,
Welcome to the community, first of all! ;-)
For details about features to compare it with other systems, I would suggest to contact enjoy(a)otrs.com.
Regarding your question about benchmark:
All I can say is that 10000 tickets should not be the problem to create, it is just one ticket per 8.5 seconds.
You should of consider if the ticket is closed with 4 or 5 actions or if there is a high traffic in terms of customer contacts for a single ticket.
1000 Agents, well … AFIAK we have such systems, but I am not sure if there is one running on a single box - might depend on the definition of “a single box”.
------
On Jul 02, 2011 @ 02:47 pm, darshak.modi(a)elitecore.com wrote:
Dear All,
I have to propose a ticket system to my company. I have gone thru
different ticket systems.
Can you tell me what are unique features in OTRS over other systems like
RT,OSTicket,KAYAKO etc.
Any benchmark by OTRS? Can it handle daily 10000 tickets and 1000
agents on single box [ good quality hardware]?
--
Best Regards,
Darshak Modi
+91 9909008245
darshakamodi(a)gmail.com
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On Jul 02, 2011 @ 02:50 pm, wodfer(a)gmail.com wrote:
Thanks a lot! That did it! :-)
/Andy
==Ticket History==
On Jul 02, 2011 @ 02:50 pm, marc.nilius(a)otrs.com wrote:
Hi Andy!
You have to install the "iPhoneHandle" package on your OTRS system:
ftp://ftp.otrs.org/pub/otrs/packages/iPhoneHandle-0.9.5.opm
Greets,
Marc
Am 19.10.2010 09:52, schrieb Andy Wodfer:
> Hi all,
>
> Last week I got myself an iPhone 4 and was looking forward to start
> using the OTRS iPhone APP. However, I discovered that my OTRS 2.4.7
> installation didn't have the required login file json.pl
> <http://json.pl> installed. Does anyone know why? I installed it from
> the FreeBSD ports system.
>
> Can I download and install it later?
>
> Thanks!
>
> Andy
>
>
> ---------------------------------------------------------------------
> 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
--
Marc Nilius
Research& Development
OTRS AG
Norsk-Data-Straße 1
D-61352 Bad Homburg
T: +49 (0) 9421 56818 0
F: +49 (0) 9421 56818 18
I: http://www.otrs.com/
Geschäftssitz: Bad Homburg, Amtsgericht Bad Homburg, HRB 10751, USt-Nr.: DE256610065
Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann
True Ownership and Control of Your Data: Free 30-day Trial for OTRS OnDemand: http://www.otrsondemand.com/
------
On Jul 02, 2011 @ 02:49 pm, wodfer(a)gmail.com wrote:
Hi all,
Last week I got myself an iPhone 4 and was looking forward to start using
the OTRS iPhone APP. However, I discovered that my OTRS 2.4.7 installation
didn't have the required login file json.pl installed. Does anyone know why?
I installed it from the FreeBSD ports system.
Can I download and install it later?
Thanks!
Andy
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On Jul 02, 2011 @ 02:50 pm, pradumna.maheshwari(a)tcs.com wrote:
Thanks Nils,
But where to check whether Customer have permission to Queue ? How to give
permission ?
Pradumna Maheshwari
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On Jul 02, 2011 @ 02:50 pm, pradumna.maheshwari(a)tcs.com wrote:
Thanks Nils,
But where to check whether Customer have permission to Queue ? How to give
permission ?
Pradumna Maheshwari
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On Jul 02, 2011 @ 02:50 pm, luisjf1983(a)gmail.com wrote:
oh thank you Nils!! it's a useful function!! I will try to implement!
Nils Leideck - ITSM escribió:
> Hi José,
>
> This function is magically changing the value of FreeText1 from just text into a hyper link with the given URL.
> Just setup as third party ticket number field, the number is a link pointing to the webpage of the other system.
>
> Example normal:
>
> FreeKey1 : FreeText1
> Bug number: arij54321
>
> Example with link:
>
> FreeKey1 : FreeText1
> Bug number: http://my-other-sytem.com/search/arij54321
>
>
==Ticket History==
On Jul 02, 2011 @ 02:49 pm, nils.leideck(a)leidex.net wrote:
Hi José,
This function is magically changing the value of FreeText1 from just text into a hyper link with the given URL.
Just setup as third party ticket number field, the number is a link pointing to the webpage of the other system.
Example normal:
FreeKey1 : FreeText1
Bug number: arij54321
Example with link:
FreeKey1 : FreeText1
Bug number: http://my-other-sytem.com/search/arij54321
------
On Jul 02, 2011 @ 02:48 pm, luisjf1983(a)gmail.com wrote:
I wonder what the function of TicketFreeText1:: Link in the SysConfig,
I'm working with FreeTexts and I need them the most benefit from this
feature.
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On Jul 02, 2011 @ 02:50 pm, eloygnu(a)gmail.com wrote:
Hi all,
These days I'm installing OTRS 3.0 beta 5. The most important for my company
are the stats, I read the 19 chapter but I don't obtain the good results.
The problem is the stat don't show the SolutionTime, FirtsreponseTime,
EscalationTime..
I can put this variables and I think that it's ok:
- In Core::Time put working time with my data.
- In Core::Calendar1 put time correctly.
- In the Queue assign the calendar1
- The stat have this parameters:
- Dinamic-object: TicketList
- Permissions to all
- Resultformat : CSV
- All atributes to print
- Restrictions to Queue with calendar1
- All time to search.
- The otrs.Checkmodules is all ok.
- The system run in Debian Lenny, with Mysql.
The result is ok, have data for tickets but don't have the SolutionTime,
FirstresposeTime, Escalation Time...
Any Ideas?
Other question it's that OTRS::ITSM is valid to OTRS 3.0.
King Regards
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On Jul 02, 2011 @ 02:50 pm, jos(a)xos.nl wrote:
No Comment
==Ticket History==
On Jul 02, 2011 @ 02:48 pm, jos(a)xos.nl wrote:
Hi,
When testing a new setup with 3.0.0 beta5, in the customer interface
the "Company Tickets" never shows tickets (i.e. you get the "You have
not created a ticket" screen), while "My Tickets" do show the tickets.
I'm sure I have seen this working in one of the earlier betas.
Before doing further research: is this maybe a bug?
I'm not sure if it is related, but I do see these messages in httpd's
error_log (I have anonymized the used customerid as FIRST_SECOND, but
some customer ids do have an underscore in it):
[Sat Oct 16 20:22:17 2010] [warning]: WARNING: nonstandard use of \\ in a string literal
LINE 1: ...\\_SECOND')) ) OR ((LOWER(st.customer_id) = LOWER('FIRST\\_SECO...
^
HINT: Use the escape string syntax for backslashes, e.g., E'\\'. (/var/www/otrs//Kernel/System/DB.pm:553)
Also, I do have enabled support for multiple customer_ids by adding that
to the Map and as an extra DB field for customer_user.
Thanks for any suggestion,
--
-- Jos Vos <jos(a)xos.nl>
-- X/OS Experts in Open Systems BV | Phone: +31 20 6938364
-- Amsterdam, The Netherlands | Fax: +31 20 6948204
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On Jul 02, 2011 @ 02:50 pm, dma+otrs(a)witbe.net wrote:
On 10/19/2010 09:40 AM, LEBLANC Bastien (EXT CAP GEMINI) wrote:
> Hi all,
>
> we have here ldap servers setup with a dns round robin.
>
> BUT, on otrs, we get an error, and OTRS doesn't retry on other IP:
> Can't connect to ourldapservers.example.com : IO::Socket::INET: connect: Connexion refusée at Kernel/System/CustomerUser/LDAP.pm line 132.
>
>
>
> Is it possible to have a different behavior (configuration issue?) ?
>
> Should I fill a bug ?
>
> (we are currently using otrs.2.4, can't try otrs 3 for the moment)
(Salut!)
This may help :
http://lists.otrs.org/pipermail/otrs/2009-January/025337.html
--
Daniel Maher <dma AT witbe DOT net>
"The Internet is completely over." -- Prince
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On Jul 02, 2011 @ 02:50 pm, marc.nilius(a)otrs.com wrote:
Hi Andy!
You have to install the "iPhoneHandle" package on your OTRS system:
ftp://ftp.otrs.org/pub/otrs/packages/iPhoneHandle-0.9.5.opm
Greets,
Marc
Am 19.10.2010 09:52, schrieb Andy Wodfer:
> Hi all,
>
> Last week I got myself an iPhone 4 and was looking forward to start
> using the OTRS iPhone APP. However, I discovered that my OTRS 2.4.7
> installation didn't have the required login file json.pl
> <http://json.pl> installed. Does anyone know why? I installed it from
> the FreeBSD ports system.
>
> Can I download and install it later?
>
> Thanks!
>
> Andy
>
>
> ---------------------------------------------------------------------
> 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
--
Marc Nilius
Research& Development
OTRS AG
Norsk-Data-Straße 1
D-61352 Bad Homburg
T: +49 (0) 9421 56818 0
F: +49 (0) 9421 56818 18
I: http://www.otrs.com/
Geschäftssitz: Bad Homburg, Amtsgericht Bad Homburg, HRB 10751, USt-Nr.: DE256610065
Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann
True Ownership and Control of Your Data: Free 30-day Trial for OTRS OnDemand: http://www.otrsondemand.com/
==Ticket History==
On Jul 02, 2011 @ 02:49 pm, wodfer(a)gmail.com wrote:
Hi all,
Last week I got myself an iPhone 4 and was looking forward to start using
the OTRS iPhone APP. However, I discovered that my OTRS 2.4.7 installation
didn't have the required login file json.pl installed. Does anyone know why?
I installed it from the FreeBSD ports system.
Can I download and install it later?
Thanks!
Andy
------
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