- otrs - OTRS mailing lists

What is First Contact Resolution Rate in OTRS
by Pradumna Maheshwari 10 Sep '10

10 Sep '10

Hello all.. Can anyone explain me what do is the meaning of 'First Contact Resolution Rate' in OTRS ? How to calculate it..? 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

2 1

Changing ticket titles
by Bryn Millar 10 Sep '10

10 Sep '10

Hi, just wondering if there is a way to change the title of a ticket? I get a lot of requests with very vague subject lines and would like to be able to identify issues from the ticket queue views... Thanks, Bryn Millar - Systems Administrator Lotus Notes and Incite Support Thiess John Holland 07 3170 1706 - 0432 409 254 _____________________________________________________________________ IMPORTANT - This email and any attachments may be confidential and privileged. If received in error, please contact Thiess and delete all copies. You may not rely on advice and documents received by email unless confirmed by a signed Thiess letter. This restriction on reliance will not apply to the extent that the above email communication is between parties to a contract and is authorised under that contract. Before opening or using attachments, check them for viruses and defects. Thiess' liability is limited to resupplying any affected attachments.

2 1

I am out and will be returning only on Monday 09/13
by Sri.Ramadurai＠hitachigst.com 09 Sep '10

09 Sep '10

I will be out of the office starting 09/09/2010 and will not return until 09/13/2010. I will be out returning to work on Monday 09/13. Please contact the SAP Hotline on all SAP issues. Please contact my Manager, Charles Yeh, on all other issues.

1 0

Problem in setting 'CustomerGroupSupport' to No
by Pradumna Maheshwari 09 Sep '10

09 Sep '10

Hello, I am facing a problem. When I set 'CustomerGroupSupport' to No(i.e Default value), from Customer Interface, all the Ticket raised get disappear. Also fields of 'To' and 'Service' do not show any values inside it. What is the problem and how to resolve it. Any help is appreciated. 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

1 0

Q. viewing closed tickets
by Dmitriy Behterev 08 Sep '10

08 Sep '10

Hello! I need to see closed tickets in Dashboard without using search. What should I do to enable this feature? I have OTRS 2.4.7. Thanks all for answer.

1 0

Notifications for Owned/Responsible in other queues
by Broderick Wood 08 Sep '10

08 Sep '10

Is there a setting so that notifications for updates/new messages to tickets that a user owns or is responsible for work whether the ticket is in the users list of preferred queues or not? -- ------------------------------------------------ Broderick Wood HelpDesk Co-Ordinator Technical Services Team #205 Athabasca Hall Department of Computer Science The University of Alberta Edmonton, AB T6G 2E8 (780) 492-5018

1 0

Customer interface
by Sebastien Bory 06 Sep '10

06 Sep '10

Dear all, When i connect to customer interface and i want to open a new ticket i have this message : Erreur: Can't get ArticleID from INSERT! Commentaire: Trace du retour d'erreur: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Mon Sep 6 16:43:33 2010 Message: Can't get ArticleID from INSERT! Traceback (3664): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.232.2.1) Line: 243 Module: Kernel::Modules::CustomerTicketMessage::Run (v1.47) Line: 371 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.41.2.1) Line: 852 Module: C:/OTRS/OTRS/bin/cgi-bin/customer.pl (v1.42) Line: 48 Thanks for you answer Best Regards S. bory

1 0

Install 2.4.7
by John Espiro 04 Sep '10

04 Sep '10

Running: CentOS 4 with Apache 2 I had an older version of otrs installed. I deleted the database, and uninstalled the old version. I then installed 2.4.7 from the RPM. Here's what else I did: - ./SetPermissions.sh /opt/otrs otrs apache apache apache - ./otrs.checkModules (OK) - perl -cw cgi-bin/installer.pl (OK) - perl -cw PostMaster.pl (OK) When I go to: https://mydomain.com/otrs/installer.pl, I get: "Internal Server Error". Server logs: apache log: File does not exist: /home/webadmin/mydomain.com/html/otrs suexec.log: command not in docroot (/opt/otrs/bin/cgi-bin/installer.pl) My /etc/httpd/conf.d/otrs.conf is the default one from the setup. Bot really srue how to go from here....

3 5

Back Up and Restore??
by Joseph Thomas 03 Sep '10

03 Sep '10

Hai, can any one help me..... i want to do the back up and restore of OTRS that installed in Windows Server 2008. It will be very helpfull for me. --

3 3

Duda sobre tiempo de una cola
by DM_Julio Angulo 03 Sep '10

03 Sep '10

Hola, tengo una duda sobre tiempo de la cola: 1- ¿El tiempo de actualización se mide desde que se bloquea un ticket?, ¿Es un solo tiempo antes de escalar? O identifica si un agente no agrega info dentro de ese tiempo y por eso escala, 2- ¿El tiempo de solución es absoluto? E inicia el conteo de este tiempo desde la creación de un ticket o desde la apertura del ticket? De antemano muchas gracias por las repuestas. Julio Cesar Angulo Quiroz

2 3