- otrs - OTRS mailing lists

Forward option not available?
by Jason B. Loven 22 Aug '10

22 Aug '10

Many of our tickets come into an email dropbox from which they are automatically created. Often we would like to forward them out to customers on-site IT for review. For some reason the forward option isn't available on many of them and I don't understand what the criteria is that determines if the forward option is visible or not? 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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Hashing algorithm
by Iyad Al-Hindi 21 Aug '10

21 Aug '10

Hi all Our current LDAP password hashing algorithm is set up for SSHA and OTRS is using MD5 . Is there a convenient way to fix/ configure this ??? thanks for the help

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Marcelo Mangiacavalli is out of the office.
by marcelo.mangiacavalli＠lanxess.com 20 Aug '10

20 Aug '10

Estaré ausente de la oficina desde el 20/08/2010 y no volveré hasta el 23/08/2010. I will be out of my office for today. If you need urgent assistance, please contact me at my cell +54 9 11 3187 2899 or to Natalia Diaz Monnier at +54 11 5550 1388.

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OTRS upgrade from 2.2.5 to 2.4.7
by Мажар Денис 20 Aug '10

20 Aug '10

Hi All. I've upgrade otrs from 2.2.5 to 2.4.7 through 2.3 version. But now when I log in to web interface I can see only "No Permission to use this frontend module!" message. What can I do with this?

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Problems on Dashboard due to rss feed
by Nuno Vieira | rackspot 20 Aug '10

20 Aug '10

Hello, Today we noticed some strange behaviour on OTRS dashboard. After user authentication, the default OTRS page was blank. We digged a lot on logs to try to understand why, but found no info. This happened only in few users. After having a deeper look, and after the deactivation of Framework -> Frontend::Agent::Dashboard and DashboardBackend###0410-RSS we finally got the OTRS properly working. The behaviour only happened on users that had this enabled on their dashboard. http://otrs.org/rss/ seems to be broken, returning errors, and disrupting OTRS. http://validator.w3.org/feed/check.cgi?url=http%3A%2F%2Fotrs.org%2Frss%2F Also, can't get Package Manager and Support Assessment to work too, returning a blank page. Can others confirm this ? or it is only my bad luck ? Cheers, --- Nuno Vieira rackspot | redefining hosting [Email] nuno(a)rackspot.com [Phone] +351 21 114 2300 [Fax] +351 21 114 2301 [Web] http://rackspot.com/

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Signature editable
by DM_Julio Angulo 19 Aug '10

19 Aug '10

Hi, I have a signature but i want the user can edit, it is posible? Julio Cesar Angulo Quiroz Technical Support Infraestructure & Operations Equifax Zorzales 160, piso 9 San Isidro, Lima - Perú

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Add a frontend link for browsing PDF documents
by Henrik Nydell 19 Aug '10

19 Aug '10

Hi, is there a simple way to add a new icon to the frontend page which links to a page with some PDF docs. I'd like to keep those PDFs within OTRS for authentication purposes. I.e. only authorized customers with ticket reporting credentials should be able to access this page with PDF docs. I'm using OTRS 2.4.7 BTW -- Henrik Nydell *Prosilient Technologies AB* / Årstaängsvägen 25, 3tr - Box 47231, SE-10074 STOCKHOLM Office: +46 (0)8 588 32 600 - Fax: +46 (0)8 731 05 71 Tel: +46 (0)70 984 59 92 - henrik.nydell(a)prosilient.com www.prosilient.com <http://www.prosilient.com>/

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Spam from an user
by Jean BROW 18 Aug '10

18 Aug '10

We having an @hotmail.com user who sending spam to our OTRS system. How can we block his email address (we cannot block hotmail.ocm domain on the server). Thank you.

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Re: [otrs] roles stats
by Iyad Al-Hindi 18 Aug '10

18 Aug '10

Hi, Actually, after a bit of failed configuration attempts I think it is best if I give an example of what i'm trying to achieve and see if it makes things clearer: suppose I have the following general services and associated sub-services: 1. Software problem 1.a. Software re-installation 1.b. Software configuration 2. Networking problem 2.a. Cable problem 2.b. Socket problem Now, in general, I would like to get statistics about each of the sub-services. The problem I am trying to understand is the following: The customer should only see the general service level. So when the customer is submitting the ticket he/she will see the following under the service drop-down: 1. Software problem 2. Networking problem When the agent receives the ticket and actions it, the agent should be able to change the service either to a sub-service under the service the ticket was originally submitted under or to a completely different service (and associated sub-services). The first example would be that the customer is submitting a ticket for a 1. Software problem because he doesn't know what the specific problem is. The agent at some point should be able to specify whether this ticket was for sub-service 1.a. Software re-installation or 1.b. Software configuration. This should allow me to get stats about each sub-service. The second example would be that the customer is submitting a ticket for a 1. Software problem because he doesn't know what the specific problem is. The agent at some point should be able to specify that the service is actually different than what the customer thought it was. In this case, the problem turned out to be a networking problem and not a software problem and so the ticket should be associated with sub-service 2.a. Cable problem or 2.b. Socket problem I am assuming that such specification could be done through different queues, but that would mean that so many queues would need to be set-up to achieve the desired stats. Are there any simple ways to configure OTRS to get the desired results? Please help. Regards, Iyad Al-Hindi Senior IT Project Manager SBM Information Technology Telephone: +966 (2) 610.4050 Saudi Business Machines, Ltd. General Marketing & Services Representative of IBM WTC From: Iyad Al-Hindi/SBMSA To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Date: 08/17/2010 08:06 PM Subject: Re: [otrs] roles stats Hi Mike Yes exactly. I would give staff certain "roles" to do which are predefined and then measure the numbers or percentages. thanks Iyad From: Michiel Beijen <michiel.beijen(a)otrs.com> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Date: 08/17/2010 05:42 PM Subject: Re: [otrs] roles stats Sent by: otrs-bounces(a)otrs.org Hi Iyad, How would you like to measure roles? I can see how it can be convenient if you can create a report on users which belong to a certain role or so. Is that what you're looking for? -- Mike On Mon, Aug 16, 2010 at 12:21 PM, Iyad Al-Hindi <IHindi(a)sbm.com.sa> wrote: > > > Hi all > > we recently installed OTRS and I am unable to find any category or item in > the STATS section that measure ROLES. I would appreciate any feedback. > > thanks > > Iyad > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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Config Item, subcategories
by Edgar Valdes 18 Aug '10

18 Aug '10

Hello everyone, I've been looking around and trying different things and am just about ready to pull my hair out. has anyone figured out a way to do subcategories for CI? This is basically what i want to have: Select conduit: -conduit A - cable A1 - cable A2 - cable A3 -conduit B - cable B1 - cable B2 - cable B3 ..... So I would like to have one drop down menu with the conduit listed, when you select that one it populates the next drop down field with just cables for that conduit. Any advice on how to accomplish this would be great! Thanks, Edgar V.

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