- otrs - OTRS mailing lists

Blocking tickets
by Nuno Ranito 17 Feb '10

17 Feb '10

Hello I entered a newly created ticket, which imediatly blocked it. But I lost net in the meanwhile, before I could perform any action, so I couldn't follow the ticket, either anyone else. Question is: is there any way NOT to block the ticket when we enter in it? Thank you for any help -- Neos IT | www.neosit.pt Instituto Pedro Nunes | R. Pedro Nunes | 3030–199 Coimbra | Portugal Tel +351 210 105 610 | Fax. +351 239 101 108 Tm +351 913 699 961 | E-mail nranito(a)neosit.pt [ Antes de imprimir esta mensagem pense no ambiente. Before printing this message, think about environment ] NOTA DE CONFIDENCIALIDADE: Esta mensagem poderá conter informação privilegiada e confidencial. Se não é o destinatário da presente comunicação, agradecemos que nos informe e elimine a mensagem sem que a mesma seja divulgada, distribuida ou copiada. CONFIDENTIALITY: This e-mail and any attachments are confidential and may be privileged. If you are not a named recipient, please notify the sender immediately and do not disclose the contents to another person, use it for any purpose or store or copy the information in any medium.

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I will be on Medical Leave starting Wed Feb 17 and returning on Mon Mar 1 (tentatively).
by Sri.Ramadurai＠hitachigst.com 17 Feb '10

17 Feb '10

I will be out of the office starting 02/17/2010 and will not return until 03/01/2010. I will be on medical leave starting Wed Feb 17 and will return on Mon Mar 1. During my absence, My Management delegate is Fayaz Syed available at 408-717-8925. Please escalate all SAP, BI and HCM Issues to him. On HCM issues, please contact Chiu Peng Fang (in AP) and Vish Ganapathy and/or Srikanth Puranam (in the US) and cc Fayaz Syed. For BI, DW and BIS, please contact Dave Owens and cc Fayaz Syed. For SAP, please contact Chiu Peng Fang and/or Fayaz Syed. On Production Support Issues, please call the Application Service Desk at 408-717-8500 and cc Chiu Peng Fang, Valerie Trang & cc Fayaz Syed. On OTRS Issues, please contact Valerie Trang or Sailor Huang. All other Issues, please contact my Manager, Charles Yeh, at 408-717-6500

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From Fiel like a dropdown
by João Zorro 17 Feb '10

17 Feb '10

Hi, Anyone know that if it is possible to change the text field "From", in a Phone Ticket, to a drop-down which data source will be the users email? Just more a question, the "From" field could be the username instead of the email? I will appreciate any help. Thanks in advance, João Zorro Managed Services ............................................................................................................. Novabase Av. D. João II, Lote 1.03.2.3 . Parque das Nações 1998-031 Lisboa - Portugal Tel. (+351) 213 836 300 . Fax (+351) 213 836 301 www.novabase.pt<http://www.novabase.pt> [cid:image001.gif@01CAAE5B.08394B70]

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Statistics of escaleted tickets by agent
by Markus Moj 17 Feb '10

17 Feb '10

Hi there, I need to make some statistics about escaleted tickets by agent. I´ve looked into the statistics of ITSM but didn´t find a way to make such a statistic. Has anybody such a feature or can give me a hint how to build such a statistics? Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: mmoj(a)timocom.com Internet: www.timocom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489

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How to add extra info on Agent Dashboard
by Marretta, Rosanna 17 Feb '10

17 Feb '10

Hi, Can somebody please tell me which file I need to edit to add the name of the customer to the Agent Dashboard. I would like to see at a glance who the calls are from. Thanks, Rosanna

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reporting on SLA targets?
by Calvin Schmidt 17 Feb '10

17 Feb '10

I'd like to build some reporting around my SLA targets to see how many tickets are being escalated, which SLA target they are exceeding, etc. I'm having a hard time understanding where in the database it keeps information about whether an ticket was escalated and which target caused the escalation. Can anyone explain? or point me to some dev docs on how exactly the SLA portions are working? Thanks, Calvin

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Re: [otrs] unix dgram connect: No such file or directory at ../..//Kernel/System/Log/SysLog.pm line 65
by Nils Leideck - ITSM 16 Feb '10

16 Feb '10

Hi, On 15.02.2010, at 17:00, Graeme Brough wrote: > $Self->{ScriptAlias} = 'otrs/bin/cgi-bin/'; this is just the script alias that you put into your browser, not the real path where your scripts are located. A usual setup in an other directory than /opt/otrs should ahve these config in Config.pm $Self->{Home} = '/home/www/domain.name/otrs'; And some changes in the Apache2 OTRS configuration in /etc/apache2/conf.d/otrs.conf or wherever this is stored on your machine. Nils Leideck -- Nils Leideck Senior Consultant nils.leideck(a)leidex.net nils.leideck(a)otrs.com http://webint.cryptonode.de / a Fractal project CU @ CeBIT 2010 in Hannover, Germany and get to know more about OTRS at booth no. C37 in hall 2 from March 2-6, 2010!

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Website integration - have you been down this road?
by Neil Grantham 16 Feb '10

16 Feb '10

Hi all OK I have been testing OTRS for the first time over this weekend, and learnt some lessons. My tests were purely local, using a new gmail account as the ticket handling email, so as such the Customer page wasn't accessible as such. However, if we are to implement this, here is our scenario, that I am wondering has been encountered by someone who can give guidance. Our company has a Windows SBS 2003 Server, which we can install OTRS on without a problem. Our Server domain is abc.co.uk (using generic names to protect it!), but we've changed company name and are now xyz.co.uk. Exchange handle this just fine, and pulls in our emails from the xyz.co.uk domain that is hosted externally for us by 1 ISP (1), whilst our ADSL is a separate ISP (2) So, currently to get to our Outlook Web Access (OWA), we have to type http://nn.nn.nn.nn/exchange (where nn.nn.nn.nn is our external fixed IP address) I think we need to approach our ISP (2 - ADSL host) to point a DNS entry to this. For OTRS we would like to use a URL like xyz.co.uk/support Do we also need to get a DNS entry pointed to that to make this visible to our customers? We don't really want them to be typing in numbers. Is there anything else to consider? I hope this makes sense, and look forward to your ideas. Regards Neil

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Including free text fields in dashboard view?
by Jefferson Davis 16 Feb '10

16 Feb '10

We would like to include selected free text fields in the dashboard view. Too many users are putting in highly detailed subjects like "Computer Help" *sigh*... Can someone point me in the right direction as to where this could be configured? Is it even possible? -- Jefferson K Davis Technology and Information Systems Manager Standard School District 1200 North Chester Ave Bakersfield, CA 93308 661.392.2110 ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program.

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Re: [otrs] quick-search vs normal search = different results
by Martignier, Philippe 16 Feb '10

16 Feb '10

Hi ! I tried to do a quick search with part or full ticket number ... Sometimes it works, sometimes not ... very strange ... Is that the point? Fulltext search = no numbers? I don't know what to answer to my agents ... Have a nice day 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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