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Tickets sorting in a customer interface
by Marius Vaitiekunas 28 Apr '11

28 Apr '11

Hello, I have enabled Ticket::Frontend::CustomerTicketOverviewSortable to "Yes" in sysconfig, but sorting works only by the first element ("Ticket#") of the table. Any suggestions, how to fix it? I was comparing dtl files, but without luck yet :( Thank You! -- mv

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OTRS ITSM : computers discovery
by GARDAIS Ionel 28 Apr '11

28 Apr '11

Hi list, We give a try to OCS Inventory to collect datas about the computers we manage. We ran into a few problems that led me to drop this tool … Then I discovered OTRS for ticket requests : stable, efficient, all good. I installed the ITSM package on a test system and was wondering if a plateform plugin exists to automatically register a computer and update its features into ITSM ? Thanks, Ionel

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SLA's and Auto Responses
by Gadow, Shawn 27 Apr '11

27 Apr '11

I am looking to attach auto responses based on what SLA a customer chooses I have my OTRS Set up as follows example Queue - Oregon High School Service - keyboard/mouse issue SLA - My mouse does not work - My keyboard does not work - Etc etc My goal is to create a detailed self help response for the majority of my sla's that will automatically get sent out when a customer submits a ticket under the specific SLA I know you can set auto responses for queues but is it possible to do this via SLA instead as it would benefit the self help area by doing that where as the overall general queue would not.. and how would I go about doing that? Shawn Gadow Network Administrator Oregon Community Unit School District 220 "Security is when everything is settled. When nothing can happen to you. Security is the denial of life." - Germaine Greer

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Re: [otrs] SOAP::Lite version problem with OTRS 3.0.7 (Debian Squeeze)
by otrs＠catcons.co.uk 27 Apr '11

27 Apr '11

Hello Mike :-) Thank you for your very quick answer. For the benefit of people new to OTRS, the method of installation (on a remote server) was to download http://users.otrs.com/~mb/SOAP-Lite-0.713_01.opm to the local computer, log into OTRS as root@localhost then Admin → System Administration → Package Manager → Browse → Install. Methods tried that did not work: using /opt/otrs/bin/opm.pl (it did not exist -- only in earlier versions of OTRS?) and downloading SOAP-Lite-0.713_01.opm to /opt/otrs/var/packages/ (it was not listed in Package Manager). Best Charles > -----Original Message----- > Date: Wed, 27 Apr 2011 10:58:24 +0200 > From: Michiel Beijen <michiel.beijen(a)otrs.com> > Subject: Re: [otrs] SOAP::Lite version problem with OTRS 3.0.7 (Debian > Squeeze) > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: <BANLkTinH4cgYCkgFaNb46Nhmr8c-O5nx-A(a)mail.gmail.com> > Content-Type: text/plain; charset=UTF-8 > > Hi Charles, > > The main problem is that the latest version of SOAP::Lite is > still broken. > I created a patched version of this module which you can install using > the OTRS package manager; see for more details > > http://blog.otrs.org/2011/03/04/fixing-the-soap-interface-for-otrs/ > > It's a nice way to cleanly install a patch for the SOAP module. > Please note that you really only need to care about this if you USE > the SOAP interface; if you don't, you can simply ignore the warning > from CheckModules. > -- > Mike

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Response and Signature
by Muhammad El-Sergani 27 Apr '11

27 Apr '11

Hi all, Is there anyway to eliminate the one or two lines between the std. response, and the std. signature? In new tickets, they are two lines. In replying, they are sometimes one line, and sometimes none at all! And yes, I don't have any empty lines after the std. response set. Thanks and Best Regards, Muhammad El-Sergani.

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How to split a ticket
by Muhammad El-Sergani 27 Apr '11

27 Apr '11

Hi all, I know how to merge two or more tickets, working fine. How can I split one that I accidentally merged? i.e. undo the mistake ... Thanks and Best Regards, Muhammad El-Sergani.

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ITSM 2.1.1 - Package not correctly deployed! You should reinstall the Package again!
by Sean Bridge 26 Apr '11

26 Apr '11

Running Ubuntu 11.04 - OTRS 2.4.9 - and trying to install The OTRS::ITSM bundle package 2.1.1 - But it's failing. But it's trying to install in var/packagesetup/ITSM/ -- var exists - but the rest do not. Do I create them? Is there a permission issue I should be aware of?

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how does OTRS calculate solution times?
by Grzella, Mark 26 Apr '11

26 Apr '11

Hey list, i recently "imported" old cases (simply by getting them to the normal importer) and thought that once I would change create_time and create_time_unix in the database accordingly to their original values (the day they had been originally send) everything would be fine. Well actually it is, at least partially. OTRS does count them on the correct "created date" indeed after proper sql statements. My problem now is that I do not get how I can tell OTRS at which date they had actually been solved. Just to give an example what i´ve done so fare: UPDATE ticket SET create_time_unix="1281702900" WHERE id = "119"; to set the correct unix date where the email originally arrived. UPDATE ticket SET create_time= "2010-08-13 14:35:00" WHERE id = "119"; To set the corresponding normal date stamp. UPDATE ticket SET type_id="9" WHERE id = "119"; To get it to my correct ticket type. UPDATE ticket SET ticket_state_id="2" WHERE id = "119"; To have it set to "done". Assuming now that my above mentioned ticket was originally solved on 2010-08-15 11:50:00 (or corresponding unix timestamp)... where do I have to put which kind of data into OTRS MySQL DB so that it does recognizes this as solution time? It seems not to be "timeout" as I first thought. Can any one help? mit freundlichen Grüßen Studienkreis GmbH Mark Grzella Junior IT-Projektleiter Universitätsstraße 104, 44799 Bochum Tel.: 02 34/97 60 - 404 mgrzella(a)studienkreis.de www.studienkreis.de AG Bochum HRB 4581 Geschäftsführer: Franz Dahlmanns Bernd Kreissig (Sprecher) Bastian Schmidt-Faber

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Access via POP
by Muhammad El-Sergani 25 Apr '11

25 Apr '11

Hi all, I have a strange problem. I'm using a google business account for my OTRS. The same account is accessed via POP (with leave messages on server) by a Thunderbird client. Google mail is set to keep the accessed email in the Inbox, without altering it's read state. Ok, so the problem is this. When mail's accessed by OTRS first, no problem, both will have a copy of the email. But when accessed through Thunderbird first, OTRS can't pull the email then. Does anybody know of a fix for this? -- Thanks and Best Regards, Muhammad El-Sergani.

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How to re-open closed tickets
by Armando Irazabal 25 Apr '11

25 Apr '11

Hi Guys, I need to know How to re-open closed tickets. Any idea? Regards, Armando

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