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Can someone explain, how First Contact Resolution Rate is calculated..?
by Pradumna Maheshwari 29 Jul '10

29 Jul '10

Hello How First Contact Resolution Rate is calculated..? Is it means all tickets created and closed at the same day or ticket created and closed by one particular queue? Thanks- Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshwari(a)tcs.com Website: http://www.tcs.com =====-----=====-----===== 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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Name in list of services appears cutted
by Rui Francisco 27 Jul '10

27 Jul '10

Hi, We have a long list of services, some of them with a long description. In the agent email ticket button, the longest service names appear with [..] and not enough description Where can i change this setting to allow the full service name ? Thank you Rui Francisco -- Rui Francisco Infraestruturas Aplicacionais | Applicational Infrastructures FCCN Av. Brasil,nº 101 1700-066 Lisboa - Portugal Telefone|Phone: +351 218440100; Fax: +351 218472167 http://www.fccn.pt ----------------------------------------------------- Aviso de Confidencialidade Esta mensagem é exclusivamente destinada ao seu destinatário, podendo conter informação CONFIDENCIAL, cuja divulgação está expressamente vedada nos termos da lei. Caso tenha recepcionado indevidamente esta mensagem, solicitamos-lhe que nos comunique esse mesmo facto por esta via ou para o telefone +351 218440100 devendo apagar o seu conteúdo de imediato. This message is intended exclusively for its addressee. It may contain CONFIDENTIAL information protected by law. If this message has been received by error, please notify us via e-mail or by telephone +351 218440100 and delete it immediately.

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OTRS Error POP3 error
by rc 27 Jul '10

27 Jul '10

Hi We run OTRS 2.3.7 on Debian Lenny. When a new ticket sent via email, it is set to a email box and otrs picks it up via POP3 and puts it into a new queue For some reason, from last week we have been getting this error message very time the POP3 script runs 'Useless use of anonymous list ([]) in void context at /usr/share/otrs/Kernel/Config.pm line 50'. I am not sure waht this message means or how to go about fixing this, This is generating lots of new tickets in email queue As far as I know, we have not made any chnages to the email system or OTRS prior to this Thanks RC This e-mail is intended only for the addressee. It (together with any files transmitted with it) is private and confidential and may contain legally privileged information. If you are not the named addressee please do not read, print, re-transmit, store or act in reliance on it or any attachments. Instead please contact support(a)bhf.org.uk and remove it from your system. Opinions, conclusions and other information in this message that do not relate to the official business of my organisation shall be understood as neither given nor endorsed by it. All messages sent and received by this organisation may be monitored as permitted by law. BHF main switchboard number is 020 7554 0000 British Heart Foundation A Company Limited by Guarantee Registered in England and Wales Registered Office: Greater London House 180 Hampstead Road London NW1 7AW Company Registration Number 699547 British Heart Foundation is a registered charity in England and Wales (225971) and in Scotland (SC039426) ________________________________________________________________________ This email has been scanned for all viruses by the MessageLabs SkyScan service. For more information on a proactive anti-virus service working around the clock, around the globe, visit http://www.messagelabs.com ________________________________________________________________________

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How to change text in customer ticket update notification?
by paul gore 27 Jul '10

27 Jul '10

Hello, I run otrs 2.4.7 under centos and I use external mysql backend for customers. I am wondering how do I change notification which a customer gets via e-mail when an agent updates his ticket? Currently full text of update gets sent to a customer and I want to limit that to may be 50 characters.

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How to become a user client as an agent?
by Sérgio Cintra 27 Jul '10

27 Jul '10

Hi there How to become a user client as an agent? And would like to thank the response previously sent about my last questions. Many thanks

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Error in the log about freefield
by Martignier, Philippe 27 Jul '10

27 Jul '10

Hi there, I have an error in the log when I create tickets. Here is the message: Unknown column 'freetext16' in 'field list', SQL: 'UPDATE ticket SET user_id = ?, change_time = current_timestamp, change_by = ? WHERE id = ?' The problem is that the owner of the ticket and the customer id (and all the freetext) are not saved anymore with the tickets ... Any idea of what is wrong? I am bit a lost with a system that is no more working as it should ... Many thanks Philippe Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

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OTRS 3.0 beta admin manual?
by Jos Vos 26 Jul '10

26 Jul '10

Hi, Is there a (draft) OTRS 3.0 admin manual available? Or will there be one available on 2 August, when the 3.0 beta software is released? When testing the CVS version, as I'm doing right now (will switch to 3.0 beta on 2 August), an accompanying admin manual would be nice to have :). Thanks, -- -- Jos Vos <jos(a)xos.nl> -- X/OS Experts in Open Systems BV | Phone: +31 20 6938364 -- Amsterdam, The Netherlands | Fax: +31 20 6948204

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Re: [otrs] Can anyone tell me when OTRS 3.0 is downloadable???
by Bhavik - Gmail 26 Jul '10

26 Jul '10

I neeed to know it very urgently as I m making my next month schedule to my respected client. ----- Original Message ----- From: otrs-request(a)otrs.org To: otrs(a)otrs.org Sent: Monday, July 26, 2010 5:30 PM Subject: otrs Digest, Vol 22, Issue 57 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: UPDATE ** OTRS User Group Meetup! OTRS 3 Beta Release Party got canceled! (Martin Edenhofer) ---------------------------------------------------------------------- Message: 1 Date: Mon, 26 Jul 2010 13:57:27 +0200 From: Martin Edenhofer <martin(a)otrs.org> Subject: Re: [otrs] UPDATE ** OTRS User Group Meetup! OTRS 3 Beta Release Party got canceled! To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <2B9F0EA6-1392-4079-98CD-44212401E237(a)otrs.org> Content-Type: text/plain; charset=us-ascii Hi, On 26.07.2010, at 10:28, Alexander Halle wrote: >> I think this is a really good idea. I'd love to participate in this >> meeting. What's the (possible) agenda ? > > I've set up a wiki page for coordination : > > http://wiki.otrs.org/index.php?title=OTRS_user_meeting_08/2010 > > Regarding the agenda, has anyone the old agenda as an orientation ? What was the start time, 11:00 ? Cool! Sounds like web 2.0! :) I also will participate! :) -Martin ------------------------------ --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ End of otrs Digest, Vol 22, Issue 57 ************************************

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Re: [otrs] UPDATE ** OTRS User Group Meetup! OTRS 3 Beta Release Party got canceled!
by Frank Tailor 26 Jul '10

26 Jul '10

OTRS User Group Meetup! Release Party got canceled<http://forums.otrs.org/viewtopic.php?f=2&p=21885#p21885> Hi, I just recognized, that the OTRS 3.0 Beta Release Party got canceled because of emergency absence of our Community Marketing Manager. :( See also, http://otrs.org/news/2010/otrs_release_party_canceled/ (On otrs.com, the whole invitation got dropped (http://bit.ly/95sp12)) BUT, I already have booked my trip and I really would love to talk to other OTRS users. ----- So how about an OTRS User Group Meetup? ----- OTRS User Group Meetup 2010 Topics: Use Cases, Interesting Topics around OTRS, Have a closer look into OTRS 3.0 Beta 1 Date: 02 AUG 2010 Location: Original location, planed for the OTRS 3.0 Beta Party (my boss will take over the reservation, sponsoring) Germany Haus der Jugend Frankfurt Meeting Raum: Skyline Deck Deutschherrnufer 12 60594 Frankfurt Please let me know what do you think? Just reply! I really would love to organize this with one of you! On Tue, Jun 22, 2010 at 9:05 AM, Shawn Beasley <shawn.beasley(a)otrs.com>wrote: > Dear OTRS Community, > > The beta release party, scheduled for the day of the beta release of OTRS 3 > 02AUG10, has moved to the planning phase. The agenda is still in work, and > should be released by Monday 28JUN10. Everyone is welcome who pre-registers > with OTRS AG. > > Please pre-register per mail to "Event Registrar <rsvp.event(a)otrs.com>" if > you would like to attend the release party. We will then confirm the > reservation shortly before the event. > > The plan is simple: Meet, Greet, Test, Report and then enjoy the remainder > of the time being around users sharing the same interest as you: OTRS. > > Locations where the party will happen: > > * area of Frankfurt, Germany > * Cupertino, California > > ...and new on the list.... > > * Leiden, The Netherlands > > P.S. ... anyone looking to aid in the organization, please contact me > directly. > > -- > > Shawn Beasley > > Manager Community Marketing > > OTRS AG > Norsk-Data-Str 1 > 61352 Bad Homburg > Germany > > T: +49 (0) 9421 56818 330 > F: +49 (0) 9421 56818 18 > I: http://www.otrs.com/ > > Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT > ID: DE256610065 > Chairman: Burchard Steinbild, Managing Board: André Mindermann > >

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Adding a new ticket creation screen
by McCarroll, Robert 26 Jul '10

26 Jul '10

Our call center supports two separate phone lines, and the information required for a request on one line is radically different from the information required on the other line. It has also been determined that we would like to retain the option of processing e-mail requests. As such I wanted to know if there was a way to either add an additional ticket creation screen which would have it's own template, or to have the ticket type determine which fields appeared and were required on the primary ticket creation screen. I have thusfar been unable to find any information which indicates either is possible without an expert understanding of perl, but I may have been looking in the wrong places. Robert McCarroll Systems Administration NYS Department of Civil Service

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