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Help needed
by Silver springs 17 Nov '10

17 Nov '10

Hi Can anybody let me know how to generate a report in OTRS ? My requirement is to generate a report of all the open tickets across all the queues. I clicked Stat module and I tried by creating a new report . After its done, it just shows me the template but I could not see any data in it. Though I select CSV or Print format, I could not see any data in it. Please help. Thanks Winter.

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When will there be a compatible OTRS::ITSM for OTRS 3.0.X?
by Rodney McDuff 17 Nov '10

17 Nov '10

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Get ticket time
by Eloy Coto Pereiro 17 Nov '10

17 Nov '10

Hi, I have new OTRS3, I like to check that it's possible to change the right panel of AgentTicketZoom(Ticket information). This panel have this information: Type: State: new Locked: unlock Priority: Queue: Service: Service Level Agreement: First Response Time: Update Time: Solution Time: CustomerID: Accounted time: Owner: This information is excellent, but in my case I have one state exclude from solution time (Waiting for the client), for the stats I don't have problem, programing new script to parse (ticket_history) and don't have problems but I want it if it will be possible delete states from SolutionTime function to see correctly in Ticket Information Panel. Any help? Kind Regards

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Creating dashlet to show "My Tickets" to agents (OTRS v3.0.1)
by Mark Shepard 17 Nov '10

17 Nov '10

Hello - I'm attempting to create a "My Tickets" view for the agents that will show only tickets where the logged-in agent is the owner. I've attempted to do this by creating an extra dashlet in /opt/otrs/Kernel/Config/Files/MyTicket.xml, using "Attribute: OwnerIDs=1;OwnerIDs=1" as a test. (The double entry is due to what I understand to be a known bug - referenced at http://forums.otrs.org/viewtopic.php?f=53&t=6351.) Currently, while the dashlet was successfully created and I see the filter set correctly under "My Queues", under "Locked Tickets" it still shows an owner other than OwneriDs=1, and under "all" it still shows all tickets (regardless of owner). Ultimately, I'd like change the hard-coded OwnerIDs=1 to something dynamic (e.g., OwnerIDs=$Self->{UserID}), but am unclear how this might be possible. Any thoughts? Thanks, Mark

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sharing tickets between customers (per-ticket basis)
by GARDAIS Ionel 16 Nov '10

16 Nov '10

Hi, Is it possible for customers to share tickets between them ? Some kind of company tickets but ticket-per-ticket and managed by the customer himself … Thanks, Ionel

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re-open a closed ticket from customer web-interface
by Serge A. Ribalchenko 16 Nov '10

16 Nov '10

Hi all, (otrs-3.0-beta7) Is it possible to change state from 'closed successfully' to, say, 'open' for a customer, if he/she using web-interface (customer.pl) ? All that I found in google says about agent interface (index.pl) or mail interface (PostmasterFollowUpState). Please help =) -- Serge A. Ribalchenko <fisher(a)tpaba.org.ua>

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customer in ext. MSSQL DB
by Julian Junge 16 Nov '10

16 Nov '10

Hi all, I have a general question in regards of the use of an external MSSQL DB. We are hosting user data on this DB, which partially is interesting to have in otrs. So what I basically want is a one way thing, let otrs connect to that DB and leech some records. I don't need to write into that DB, that's handled from somewhere else. All the rest (tickets, queues etc.) is stored in the otrs machine/psql db. Does anyone have experience with this that he'd like to share? -- * Julian

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From address for messages sent
by Kristofer Pettijohn 16 Nov '10

16 Nov '10

Hello, I am looking into migrating my support system from RT to OTRS. One thing that RT does that I like, is that when an agent sends an email on a ticket, the display name in the From header is set to the agents name. Is it possible to have OTRS do this as well? (ie: From: "John Smith" <support(a)example.com>, or even: From: "John Smith - Company Name <support(a)example.com>") ?

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Re: [otrs] installer.pl is giving an error in Log.pm line 230
by Michiel Beijen 14 Nov '10

14 Nov '10

Great, good work. Please note that OTRS is using Perl, not PHP. If you're experiencing slowness, please make sure you're running mod_perl. Use the Support Assesment module for some generic performance hints. On 12 Nov 2010 23:55, "Free BSD" <freebsd(a)vfemail.net> wrote: On 02/11/2010 11:45, Michiel Beijen wrote: > > Hi FreeBSD :D, > > On Tue, Nov 2, 2010 at 12:54 AM, F... Thanks to everyone, the system is running now (albeit very slow response time, as opposed to other php pages that I have there). To answer mike, yes, I looked into that bit. Somehow the existing system did not work until I re-did the world and got it merged with the Jail environment. But now it is working, time to play with it :D Thank again. ------------------------------------------------- This message sent via VFEmail.net http://www.vfe...

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Ticket template
by GARDAIS Ionel 13 Nov '10

13 Nov '10

Hi, Following the blog entry http://blog.otrs.org/2010/11/02/otrs-3-0-ticket-templates/ , I tried to adapt it to Frontend::Customer::ModuleRegistration::CustomerTicketMessage Unfortunately, the link : Action=CustomerTicketMessage&Subaction=StoreNew&Subject=New+project&Body=Project+name raises the following error : Error: Need TicketID! Comment: Traceback: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Thu Nov 11 19:59:26 2010 Message: Need TicketID! Traceback (6339): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.259) Line: 118 Module: Kernel::Modules::CustomerTicketMessage::Run (v1.73) Line: 409 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.55) Line: 956 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_customer_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.42) Line: 204 Module: ModPerl::RegistryCooker::run (v1.42) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.42) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 Looks like it ask for a TicketID but this should be a template … Is there something wrong ? Thanks, Ionel

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