- otrs - OTRS mailing lists

SOAP API no autoresponse
by monotek＠gmx.net 24 Sep '10

24 Sep '10

Hallo Peter. Besser spät als nie... Beim Artikel unter Loop noch folgnedes hinzufügen... "AutoResponseType", 'auto reply', "OrigHeader", array( 'From' => $customer_from, 'To' => $queue, 'Subject' => $subject, 'Body' => $body ), -- Mit freundlichen Grüssen monotek(a)gmx.net

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Agent stats
by Hiren Joshi 24 Sep '10

24 Sep '10

Hi, I'm trying to get stats broken down by agent at the end of each day, I'm looking for: Emails sent Replies received Number of tickets set to pending Number of tickets set to closed and just for completeness, the number of state changes to any ticket by the agent. Emails sent: select th.change_by as user_id, count(change_by) as emails_sent from ticket_history th where th.change_time < '2010-09-24' and th.change_time >= '2010-09-23' and th.history_type_id in (select id from ticket_history_type where name = 'SendAnswer' ) group by change_by Would this be correct? Replies recived: select t.change_by as user_id, count(t.change_by) as replies_recived from article art left join ticket t on (art.ticket_id = t.id) where art.article_type_id in (select artt.id from article_type artt where artt.name = 'email-external') and t.queue_id in (select q.id from queue q) and t.ticket_state_id not in (select ts.id from ticket_state ts where ts.name = 'new') and art.change_time < '2010-09-24' and art.change_time >= '2010-09-23' and art.article_sender_type_id in (select ast.id from article_sender_type ast where ast.name = 'customer') group by t.change_by Does this look correct? I think this shows against the ticket's current owner but I could be wrong. Number of tickets set to pending: select change_by as user_id, count(change_by) as pending_set from ticket t where t.queue_id in (select q.id from queue q) and t.ticket_state_id in (select ts.id from ticket_state ts where ts.name like 'pending auto close%') and t.change_time < '2010-09-24' and t.change_time >= '2010-09-23' group by change_by The numbers here seem a lot lower than I would expect. Number of tickets set to closed: select change_by as user_id, count(change_by) as closed_set from ticket t where t.queue_id in (select q.id from queue q) and t.ticket_state_id in (select ts.id from ticket_state ts where ts.name like 'closed%') and t.change_time < '2010-09-24' and t.change_time >= '2010-09-23' group by change_by Like the pending one, the numbers seem low. What am I doing wrong? Can someone help? Thanks, Josh.

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hide login name from owner selection
by Leonardo Certuche 24 Sep '10

24 Sep '10

Hello there! On the environment we're currently deploying OTRS on, National Identification Number is used as login name. They're happy about that but it seems like there's a security flag for showing that information on the change owner screen. I was looking at the code of the DTL file and it reads a variable called $Data{"OwnerStrg"}, which brings login, first name and last name. Is there any way to hide login so it only shows last name and first name? Thanks! Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

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REG : Problem in Fetching mail from OTRS
by vijay dahiya 24 Sep '10

24 Sep '10

Dear All, After putting the Ignore rule in the OTRS , i started getting the mail but after few mail i am getting the following error : [Thu Sep 23 11:16:30 2010][Notice][Kernel::System::MailAccount::POP3::_Fetch] POP3: Fetched 1 email(s) from otrs(a)bbkindia.com/10.4.0.16. [Thu Sep 23 11:17:18 2010][Error][Kernel::System::MailAccount::POP3::_Fetch][152] POP3: Can't process mail, email no 1 is empty! Please let me know how to resolve the same , even after removing the rule i am getting same error . Regards Vijay

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Ticket Pending Reminder
by Pradumna Maheshwari 23 Sep '10

23 Sep '10

Is there any relation between Escalation of ticket and SLA with the Pending Reminder. As we have made all escalations zero and also no SLA is there, is this a reason for Agent are not getting reminders..? Thanks... Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshwari(a)tcs.com Website: http://www.tcs.com ____________________________________________ Experience certainty. IT Services Business Solutions Outsourcing ____________________________________________ =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

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Difference in CustomerGroupAlwaysGroups and CustomerGroupSupport
by Pradumna Maheshwari 23 Sep '10

23 Sep '10

Hello , Can anyone tell me the exact difference between these two..? What should be use when..? What to do for this example: Suppose I have 10 Queues. To Customer A, I want to display only 5 queues and to Customer B, rest 5 queue. Thanks a lot..... Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshwari(a)tcs.com Website: http://www.tcs.com ____________________________________________ Experience certainty. IT Services Business Solutions Outsourcing ____________________________________________ =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

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Re: [otrs] How to create our own report
by Ferdinandus Rudijanto 22 Sep '10

22 Sep '10

I found New Report link when I edited an existing report. That's great. I'm able to create a report now. But is there a way to group the list based on certain field, e.g. List of Request Grouped by Customer? ------Original Message------ From: Alan To: frudijanto(a)yahoo.com To: User questions and discussions about OTRS. Subject: Re: [otrs] How to create our own report Sent: Sep 22, 2010 9:08 PM On Tue, Sep 21, 2010 at 5:23 PM, Ferdinandus Rudijanto <frudijanto(a)yahoo.com> wrote: > I want to create our own report. I really appreciate any body who can provide the info on this. > > Regards > Rudi Perhaps you can describe what kind of report you want to create. OTRS can generate many kinds of reports for you, but in some cases you have to write your own queries / scripts to do it. Alan

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error No TicketID is given
by DM_Julio Angulo 22 Sep '10

22 Sep '10

anyone know the meaning of this error: I see in the logs [Error][Kernel::Output::HTML::Layout::Error][1416] No TicketID is given! Julio Cesar Angulo Quiroz Telf.: 997066155

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otrs delete email boxes
by DM_Julio Angulo 22 Sep '10

22 Sep '10

Hi team, i have configured OTRS to download e-mail using imap but does not create ticket and eliminates this emails from the inbox, Question: how i repair; to create tickets, and not delete messages?. Tnx all Julio Cesar Angulo Quiroz Telf.: 997066155

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How to create our own report
by Ferdinandus Rudijanto 22 Sep '10

22 Sep '10

I want to create our own report. I really appreciate any body who can provide the info on this. Regards Rudi

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