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Stat generation problem
by shrikant k 24 Dec '10

24 Dec '10

hello all, I am facing some problem in generation of stats as my boss want to show the performance in stats. I wanted to generate a stat which shows numbwer of tickets in each queue,number of ticket closed in each queue,number of ticket escalated in each queue, and number of ticket crossed the solution time in each queue looks similar like this total number of tickets | closed |escalated | number of tickets expired solution time queue1 queue2 queue3 any help in generating such kind of stats thanks & Regards shrikant

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stat generation based on esacalation time
by shrikant k 24 Dec '10

24 Dec '10

Can any body help in as how to generate stats as number of tickets which has crossed escalation time in a particular queue. shrikant

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Turn off "auto replay"
by Jean BROW 24 Dec '10

24 Dec '10

Hi, Do anyone know how I can turn off "auto replay" just for 1 person who sending us email often? All other people I want us to send "auto replay" to... Thanks. Jean

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Upgrading 3.03 to 3.04 & received failed dependency
by Paul Taylor 23 Dec '10

23 Dec '10

Hello, On Red Hat Enterprise Linux 6 I tried to upgrade from 3.03 to 3.04 and received a PERL Date::Format failed dependency error that reads: # rpm -Uvh otrs-3.0.4-01.noarch.rpm error: Failed dependencies: perl(Date::Format) is needed by otrs-3.0.4-01.noarch When I run the otrs.CheckModules.pl script to confirm Perl modules the output shows I have Date::Format installed version 2.24: # ./otrs.CheckModules.pl <<<text removed for clarity>>> o Date::Format...................ok (v2.24) <<<text removed for clarity>>> Any suggestions? Thanks, Paul

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RPM upgrade from 3.0.3 to 3.0.4 reports perl(Date::Format) missin g
by John Murray 23 Dec '10

23 Dec '10

On my CentOS 5 server I just tried to upgrade from OTRS 3.0.3 to 3.0.4 but this failed: [root@otrs ~]# rpm -Uvh otrs-3.0.4-01.noarch.rpm error: Failed dependencies: perl(Date::Format) is needed by otrs-3.0.4-01.noarch [root@otrs ~]# Yet otrs.CheckModules.pl on my current installation says Date::Format is there: [root@otrs bin]# ./otrs.CheckModules.pl o CGI............................ok (v3.50) o Crypt::PasswdMD5...............ok (v1.3) o CSS::Minifier..................ok (v0.01) o Date::Format...................ok (v2.24) o Date::Pcalc....................ok (v1.2) o DBI............................ok (v1.52) o DBD::mysql.....................ok (v3.0007) o Digest::MD5....................ok (v2.36) o Digest::SHA::PurePerl..........ok (v5.48) o Encode::HanExtra...............Not installed! (Optional - Required to handle mails with several Chinese character sets.) o GD.............................ok (v2.35) o GD::Text....................ok (v0.86) o GD::Graph...................ok (v1.44) o GD::Graph::lines............ok (v1.15) o GD::Text::Align.............ok (v1.18) o IO::Scalar.....................ok (v2.110) o IO::Wrap.......................ok (v2.110) o JavaScript::Minifier...........ok (v1.05) o JSON...........................ok (v2.27) o JSON::PP....................ok (v2.27008) o JSON::XS....................ok (v2.3) o LWP::UserAgent.................ok (v2.033) o Mail::Internet.................ok (v2.07) o Mail::POP3Client...............ok (v2.18 ) o IO::Socket::SSL.............ok (v1.01) o MIME::Base64...................ok (v3.07) o MIME::Tools....................ok (v5.428) o ModPerl::Util..................ok (v2.000004) o Apache::DBI.................ok (v1.09) o Apache2::Reload.............ok (v0.11) o Net::DNS.......................ok (v0.59) o Net::POP3......................ok (v2.29) o Net::IMAP::Simple..............ok (v1.2017) o Net::IMAP::Simple::SSL......ok (v1.3) o Net::SMTP......................ok (v2.31) o Authen::SASL................ok (v2.15) o Net::SMTP::SSL..............ok (v1.01) o Net::SMTP::TLS..............ok (v0.12) o Net::LDAP......................ok (v0.4001) o PDF::API2......................ok (v0.73) o Compress::Zlib..............ok (v1.42) o SOAP::Lite.....................failed!!! Version 0.712 not supported! This version is broken and not useable! Please use another version. o Text::CSV......................ok (v1.20) o Text::CSV_PP................ok (v1.28) o Text::CSV_XS................ok (v0.76) o XML::Parser....................ok (v2.34) [root@otrs bin]# pwd /opt/otrs/bin [root@otrs bin]# Any ideas why, and what to do? John Murray George James Software www.georgejames.com

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can't open developer doc
by Min Never 23 Dec '10

23 Dec '10

Dear All, I can not open this document, may I ask who has the same problem with me? ftp://ftp.otrs.org/pub/otrs/doc/doc-developer/2.4/en/pdf/otrs_developer_boo… but 3.0 is OK: ftp://ftp.otrs.org/pub/otrs/doc/doc-developer/3.0/en/pdf/otrs_developer_boo… i'm using Ubunut 8.04, thanks. - Never

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Stats question
by Jason B. Loven 22 Dec '10

22 Dec '10

So I went into stats and tried to create a ticketlist report to show open tickets by tech...But either my install is broken or I'm blind since I can't find a field that shows who owns the ticket or who it's locked to. Can anyone shed some light? Thank you, Jason Loven Manager - Technical Services Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: jloven(a)caisoft.com<mailto:jloven@caisoft.com> Web: http://www.caisoft.com/<blocked::http://www.cainetserv.com/>

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Can't get ticket to change state
by Clayton Doty 22 Dec '10

22 Dec '10

Ok i know this is a stupid question but I for some reason can not get a ticket to change from the new state? Ticket are generated by a PostMaster Mail Account. Any help please. Clay

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OTRS 3.0.4 defaults for next ticket state when "reply" and "reply all"
by Ralf Hildebrandt 22 Dec '10

22 Dec '10

My users have been reporting problems with 3.0.4 and the "next ticket state" - with 2.4.9 we used to have a default of "closed successfully", but now we're getting different defaults, sometimes the default is "open" (WTF?) and in some cases it's "closed unsuccessfully" -- which is no real option here. Where can I set a global default? Or does the behaviour depend on the queue? The agent? -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebrandt(a)charite.de | http://www.charite.de

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Christmas Wishes.
by Shawn Beasley 22 Dec '10

22 Dec '10

Dear OTRS Community Mailing List Members, I want to personally thank you for all the work that you have done to make OTRS such a successful product/project. Before it is too late and the hustle and bustle gets us caught up in our own personal lives: I wish you all a wonderful and warm Holiday Season and a Happy New Year! We have a lot of new and exciting things coming to the community in the new year, and I look forward to meeting you all again in this forum very soon. Speaking of forums, please register for the International User Forums if you have not already! [ http://forums.otrs.org/ ] May Santa bring you all the gifts you have wished for you and yours. Have a safe and good start in the New Year. Do not forget to make some resolutions! Here a short list to get you started: Best of Google: [ http://goo.gl/7qpRW ] * (google image search) Sincerely and always at your service, -- Shawn Beasley Community Manager OTRS AG Norsk-Data-Str 1 61352 Bad Homburg Germany T: +49 (0) 9421 56818 330 F: +49 (0) 9421 56818 18 I: http://www.otrs.com/ Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: André Mindermann

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