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Help !
by Leonardo Matarazzo - INFRA-TI 05 Apr '10

05 Apr '10

Guru´s, We are working with OTRS in our company. Have any procedure to link Queue and Services ? Or Type and Services ? Regards., logo_tempo_assist Leonardo Matarazzo Infraestrutura TI Al.Tocantins, 525 - Térreo - Alphaville 06455-020 - Barueri - SP Fone: 55 11 3336-8589 / 55 11 7524.7996 www.tempoassist.com.br

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R: Re: Installing SMTP Module
by Marco Vannini 02 Apr '10

02 Apr '10

1. Via http://otrs-bounces/otrs/customer.pl ora via mail 2. See faq.otrs.org for freetextfield ora similar. .. i m co phone. .. sorry Il giorno 02/apr/2010 19:28, "Porter, Tonee" <Tonee.Porter(a)shps.com> ha scritto: I recently downloaded OTRS to run a proof of concept for my company to see if this product is a good fit. I have a couple of questions: 1. How are tickets submitted into the system that I set up? I have configured the modules but do not see where a ticket can be submitted. 2. How do I add fields to the ticket for users to fill out when they are submitting a ticket? Thank you for your help, Tonee Porter ________________________________ CONFIDENTIALITY NOTICE: This electronic message transmission is ... --------------------------------------------------------------------- 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/

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Installing SMTP Module
by Porter, Tonee 02 Apr '10

02 Apr '10

My company uses SMTP for their email with post fix. How do I install the SMTP module for windows? I see where it requires a module install however I cannot find the module or the instructions for installing. Thank you, Tonee Porter ----------------------------------------- CONFIDENTIALITY NOTICE: This electronic message transmission is intended only for the person or the entity to which it is addressed and may contain information that is privileged, confidential or otherwise protected from disclosure. If you have received this transmission, but are not the intended recipient, you are hereby notified that any disclosure, copying, distribution or use of the contents of this information is strictly prohibited. If you have received this e-mail in error, please contact the sender of the e-mail and destroy the original message and all copies.

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font for graphs in the stats module
by Artem Bokhan 01 Apr '10

01 Apr '10

Hello! How can I change font for graphs in the stats module? I have problem with displaying non-latin characters.

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Disable create new account in customer page
by Mika Chu 01 Apr '10

01 Apr '10

Hello all, I am beginning to use otrs(v2.4.7) on FreeBSD 8 release. I want to disable, or cancel the create new account in /otrs/customer.pl page. Could someone tell me how to do that? Thanks! -- --- Mika Chu

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Open Ticket search using SOAP API
by Rajil 01 Apr '10

01 Apr '10

Hi; Can somebody help me with open ticket search? #Open ticket search for rajildavda $TicketsForCustomerUser = $soapclient->__soapCall("Dispatch", array($user, $pass, "TicketObject", "TicketSearch", "CustomerUserID","rajildavda","StateIDs", 4)); There is something wrong with filtering on StateIDs. I'm using SOAP API in PHP and OTRS 2.4 regards, Rajil Davda Software Engineer, Applied Software Pvt. Ltd. | 42, Tapovan Society | Above Bank of Baroda | Near Manekbaug Hall | Ambawadi | Ahmedabad. www.mvtahmedabad.co.cc <http://www.mvtahmedabad.co.cc/>

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Customer Creation
by Rajil 01 Apr '10

01 Apr '10

Hello; I'm using OTRS 2.4.5. I have not created any customer users yet as none of the customer is allowed to login to the system, this is just to keep track of e-mail tickets submitted by the customer and I already have thousand tickets from 80 customers. Now, I want to use customer group functionality for reporting and other purpose. Is it possible to create customer automatically from existing tickets available? Also if it creates new customers automatically, the customer should not be notified any more. There is only external email from the ticket view is applicable to interact with customers. regards, Rajil Davda Software Engineer, Applied Software Pvt. Ltd. | 42, Tapovan Society | Above Bank of Baroda | Near Manekbaug Hall | Ambawadi | Ahmedabad. www.mvtahmedabad.co.cc <http://www.mvtahmedabad.co.cc/>

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Customer Creation
by Rajil 01 Apr '10

01 Apr '10

Hello group; I would like to know whether is it possible to create new customer on new ticket arrival or not? i.e. When new e-mail ticket arrieves, it checks for customer users, if available it binds the ticket with the existing customer. BUT if not found, it creates the customer user and binds ticket with this customer. regards, Rajil Davda Software Engineer, Applied Software Pvt. Ltd. | 42, Tapovan Society | Above Bank of Baroda | Near Manekbaug Hall | Ambawadi | Ahmedabad.

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Systemmonitoring Module - Do I need a 2nd one?
by Arthur de Pauw 31 Mar '10

31 Mar '10

Hello list! We're using OTRS with ITSM and we're using the SystemMonitoring Package to update the Incident State of CI's based on Nagios mails we get. That means, as soon as Nagios sends a mail with a host/service down notification, we mark the System as having an Incident, which in it's turn helps our Service desk a lot, and provides us with a list of tickets linked to the CI, which is very useful when searching for problems. We're also using another tool called OSSEC, which monitors servers for certain entries in log files and looks for configuration changes. As soon as something is found, it sends a mail out, which we capture in OTRS again. Now it would be very nice to have these messages processed just like the Nagios messages are processed: they should be attached to the CI. Doing so, poses me with two problems: 1. I cannot get regexps to react to work both for Nagios and OSSEC notifications. So, I would either need extra config entries or have the SystemMontoring Plugin installed a second time 2. The ticket is attached to the CI as soon as a second mail from Nagios comes in. With OSSEC, there is no second mail coming, so I would need it to be attached on the first mail already (this would also be very convenient for the Nagios messages). Any chance that someone is able to help me? Thanks in advance, Arthur

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Setting an agents deault view on login
by Jeremy Revitch 31 Mar '10

31 Mar '10

We'd like to set the default queue that an agent sees on login to a specific queue as opposed to "My Queues". Anyone know how this can be achieved? Thanks, Jeremy

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