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Searching tickets issue
by Stephen Hall 10 Nov '10

10 Nov '10

Found a strange issue, wanted to see if anyone had a solution. If i search through tickets and i get results from the search, and I have selected PRINT from the pulldown, i get a PDF produced, which is correct. If i search through tickets and get no results from the search, and I have selected PRINT, i dont get given a PDF, i get the index.pl printing option. Any ideas? Regards

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Send ticket's subject in the Survey mail
by Pradumna Maheshwari 10 Nov '10

10 Nov '10

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Database to choose
by Marius Vaitiekunas 10 Nov '10

10 Nov '10

Hello, We are going to use OTRS:ITSM. At the moment i am thinking which database to choose: mysql or postgresql. Any expierences about performance, stabiity? Thank you for answers. -- mv

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Freetext field for ITSM's Service
by niklas.johansson＠knowit.se 10 Nov '10

10 Nov '10

Hello, We are looking at possibilities to setup Services with OTRS and also associate one service with a fixed fee. This is a requirements from our customer and we need to find a way to do this. What I believe is the right way of doing it is to add a freetext field named something like "Fee" which you have to fill in when you create a new "Service". I have tried to figure out how to do this but can't find any good instructions. Could anyone provide me with the steps for how to do this and perhaps point to the sources where I can read about it. Thanks in advance! Best Regards, Niklas

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demo.otrs.org down?
by Henry C. 10 Nov '10

10 Nov '10

Hi, I was hoping to try out demo.otrs.org, but it's been down since at least yesterday. It's failing with: Software error: Magic number checking on storable string failed at blib/lib/Storable.pm (autosplit into blib/lib/auto/Storable/thaw.al) line 415, at /opt/otrs//Kernel/System/Cache/FileStorable.pm line 128 For help, please send mail to the webmaster (info(a)otrs.org) giving this error message and the time and date of the error. Does anyone know if the demo site is based on v3-beta or v2.x? Regards Henry

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Automatic "next state"
by GARDAIS Ionel 10 Nov '10

10 Nov '10

Hi, I've defined a few responses to be used by the agents ("Done", "works for me", …) Is it possible to automatically set the next state to "closed" or "pending close" when an agent select one of these answer ? Thanks, Ionel

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Time Reporting
by Adam Retter 09 Nov '10

09 Nov '10

In our OTRS system, we are having some problems with Time Reporting being very strict. Several of our users often cannot get past the Time Reporting screen. It seems that we have to report times for every day, and if we have not done any work on that day we have to put the day as 'On Vacation'. We work here in a very flexible way, is it possible to configure a more flexible approach to time keeping in OTRS, whereby we can just report the hours that we do, on the days that we do them. Without being bothered by the system to input times or vacations for days when we have not actually worked? Thanks Adam. -- Adam Retter skype: adam.retter tweet: adamretter http://www.adamretter.org.uk

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<OTRS_UserFirstname> not resolving
by Leonardo Certuche 09 Nov '10

09 Nov '10

Hello there, Here's a small questions about variables and notifications for which I'd love some help from you guys, we're using OTRS 2.4.8 and ITSM 2.1.1 We included <OTRS_UserFirstname> on some notifications but that variable is not being resolved. I changed them for <OTRS_OWNER_UserFirstname> but OTRS never updated my change. Does anyone know what could be causing this behavior? Thanks in advance, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

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approval needed before granting system access
by Sidnei Moreira 09 Nov '10

09 Nov '10

hi, for the situation explained: - person 'a' (user) needs some system access - person 'a' opens a ticket via email - otrs should accept the ticket and send automatically an email to person 'b' (manager), who is responsible for authorizing the access for that system - person 'b' then replies otrs email authorizing the requested access - otrs then moves the mail to sys-admin queue, which is person 'c' who will actually grant the access. premises: person 'a' (user) and person 'b' (manager) will never access the frontend, they will always work via email. does somebody know a way of implementing this? thanks for any help on that. -- sidnei

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Default groups for multiple LDAP customers
by GARDAIS Ionel 09 Nov '10

09 Nov '10

Hi, I've setup multiple customers datasources, pulling from 2 differents AD. I'd like to isolate these 2 datasources as 2 groups to get : - company 'A' customers belong to usergroup 'A' and queue 'A' restricted to usergroup 'A' - company 'B' customers belong to usergroup 'B' and queue 'B' restricted to usergroup 'B' Agents will belongs to both group 'A' and 'B'. I've found the "CustomerGroupAlwaysGroups" parameter but it seems to be an overall setting, not a per-datasource setting. Is there a way to do this datasource per datasource ? Thanks, Ionel

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