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how get the escalate ticket mails to higher level automatically
by ramana 08 Feb '10

08 Feb '10

Hi All, I am using otrs 2.4.5 on fedora11 how get the escalate ticket mails to manager automatically. for example : The ticket is escalated so immediately the mail to higher level like if L-1unable to resolve the issue it need's to escalate L-2, if L-2 unable to resolve escalate to L-3. If any one give the solution for this : How to set the escalation mails. Regards, Ramana

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Re: [otrs] Groups of customers
by Martignier, Philippe 08 Feb '10

08 Feb '10

Because it is not available within OTRS .... We use an external database via LDAP connection. The address book inside OTRS is so pointed to the content of the LDAP connection. Is there a way to link the address book of Outlook inside OTRS ??? That would be great ! Thanks for any information on this !!! Philippe Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: mercredi, 3. février 2010 23:48 To: otrs(a)otrs.org Subject: otrs Digest, Vol 17, Issue 20 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: ITSM otrs (Bryan Michael Baldwin) 2. Shifting Customer Page (Eric Banks) 3. Re: Groups of customers (Nils Leideck - ITSM) 4. Re: Next and previous item : ala Outlook (Nils Leideck - ITSM) 5. Re: Next and previous item : ala Outlook (James Morgan) ---------------------------------------------------------------------- Message: 1 Date: Thu, 04 Feb 2010 08:13:16 +1300 From: Bryan Michael Baldwin <baldwin.bryanmichael(a)gmail.com> Subject: Re: [otrs] ITSM otrs To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <1265224396.27750.19.camel(a)localhost.localdomain> Content-Type: text/plain; charset="UTF-8" On Wed, 2010-02-03 at 14:13 +0000, rajesh kodali wrote: > Hi, > > I am new to OTRS trying ITSM module. I am looking at suggestions, how > to get all the assets mapped to OTRS and I could not understand how to > add "functionality" which is there in [ General Catalog > Management ]class. Business asset records can be created in the Config Item section (selected at the top of the OTRS screen), and item configuration classes can be added/edited from the General Catalog hyperlink under Admin. Have you also installed the ITSMConfigurationManagement module in Package Manager? Bryan ------------------------------ Message: 2 Date: Wed, 3 Feb 2010 16:35:47 -0500 From: "Eric Banks" <ebanks(a)lifeshare.cc> Subject: [otrs] Shifting Customer Page To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <4AB7B1479971BB4DB8BD1BD053605C3B0309EC7D(a)ls-exchange2.lifeshare.lcbb> Content-Type: text/plain; charset="us-ascii" I'm pretty sure this is an easy fix, but I am not sure what file it is in. I want to shift the whole customer page to the right some, so there is equal amount of white space on both sides. Is this possible? If so what file do I edit? Thanks in advance

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AgentTicketPhoneNew - Default Queue
by Johannes Grimm 08 Feb '10

08 Feb '10

Hi List, is there a possibility to have a preselected queue in the from field, while creating a new telephone or email ticket?? I have already reviewed all the sysconfig ticket objects, but i cannot find such an option. regards johannes

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Questions
by Nuno Ranito 08 Feb '10

08 Feb '10

Hello I'm starting to use OTRS, and I'm configuring the system. I have a few questions, in which I hope you can help. 1) how I set the time between pending auto close and close? 2) what is the diference between internal and external note? The external note does not count as a response, correct? 3) how do I create a state, in which I ask a follow up to a client, and if that client does not answer in some time, triggers a automatic close? None of the default states does this, right? 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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Oracle database backend
by Jose Luis Spahr 08 Feb '10

08 Feb '10

Hi List, Is anyone using Oracle as the backend database? I am having problems with the Stats module/icon under the Agent login site. This is the error I get: Software error: Can't locate object method "GetObjectName" via package "Kernel::System::Stats::Static::StateAction" at ../..//Kernel/System/Stats.pm line 2234. referer: http://otrs/otrs/index.pl?Action=AgentDashboard Any help here would be greatly appreciated. Thanks! Jose Luis Spahr

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Tickets FreeText fields
by João Zorro 08 Feb '10

08 Feb '10

Hi, I need to add some extra fields to tickets. I tried to use "TicketFreeText" fields but I need the input control to be a textbox and not a dropdown. It is possible to do this? Tanks in advance and I appreciate any help. 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@01CAA8DB.C168DE60]

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AgentTicketPhoneNew - Default Queue
by Johannes Grimm 08 Feb '10

08 Feb '10

Hi List, sorry for the double posting!! is there a possibility to have a preselected queue in the TO field, while creating a new telephone or email ticket?? I have already reviewed all the sysconfig ticket objects, but i cannot find such an option. regards johannes

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Best way to close tickets automatically
by Marretta, Rosanna 08 Feb '10

08 Feb '10

Hi I'm looking for the best way to close tickets automatically if they are sitting in a certain status, i.e. pending or awaiting response. If we have not heard back from the user within 2 days we would like the call to be automatically closed and a response sent out to them, is this possible. Rosanna Marretta Analyst Programmer YRC Logistics Limited Unit 1, Alpha Way Thorpe Industrial Park Egham, Surrey TW20 8RZ United Kingdom Direct Tel: +44 (0) 1784 480136 Email: Rosanna.Marretta(a)YRCLogistics.com <mailto:Rosanna.Marretta@YRCLogistics.com> Website: www.YRCLogistics.com <http://www.yrclogistics.com/> Subscribe to our News Feed: www.yrclogistics-rss.info <http://www.yrclogistics-rss.info/> Directions: www.multimap.com/map/browse.cgi?lat=51.4169&lon=-0.5289&scale=10000&icon =x <http://www.multimap.com/map/browse.cgi?lat=51.4169&lon=-0.5289&scale=10 000&icon=x> Company Registration Number: 2773769 ________________________________ Except as otherwise agreed in writing, signed by a director of YRC Logistics, all storage, picking and packing services are carried out subject to the United Kingdom Warehousing Association's conditions of contract current at the time of contract (UKWA) and all other services provided by YRC Logistics are provided subject to the British International Freight Association's standard trading conditions current at the time of contract (BIFA). Hyperlinks to the current UKWA & BIFA conditions are included at the foot of this email. Your attention is specifically drawn to the limitations of liability in respect of loss or damage contained in those conditions. Consequentially, customers should notify their own insurers to ensure that adequate insurance cover is in place in connection with any services provided by YRC Logistics. http://www.bifa.org/DocFrame/DocView.asp?id=235&sec=-1 <http://www.bifa.org/DocFrame/DocView.asp?id=235&sec=-1> http://www.ukwa.org.uk/cmfiles/28/Conditions%20of%20Contract%202007.pdf <http://www.ukwa.org.uk/cmfiles/28/Conditions%20of%20Contract%202007.pdf >

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Adding CustomerID column to 2.4 dashboard lists
by John Murray 08 Feb '10

08 Feb '10

The new dashboard feature of 2.4 is very cool, but we wanted to see customer information about listed tickets. Here's how I added a column to do this. Amended Kernel/Output/HTML/Standard/AgentDashboardTicketGeneric.dtl as follows: In dtl:block:ContentLargeTicketGenericRow section, add the following before the "Time" TD element: <td width="10%"> <a href="$Env{"Baselink"}Action=AgentTicketCustomer&TicketID=$QData{"TicketID"} " onmouseover="window.status='$JSText{"Customer history"}'; return true;" onmouseout="window.status='';"> <div title="$QData{"CustomerUserID"}">$QData{"CustomerID","15"}</div> </a> </td> A few lines later in the dtl:block:ContentLargeTicketGenericNone block increase the colspan from 3 to 4. I hope this is useful to others. John Murray George James Software 42-44 High Street Shepperton TW17 9AU United Kingdom Registered in England number 2568792 +44-1932-252568 www.georgejames.com

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Last ArticleID number in notification event
by Gatti Luca 08 Feb '10

08 Feb '10

Hi all. We needed the possibility to use the last ArticleID number in ticket in notification email. So we added the following lines in NotificationEvent.pm after "# prepare customer realname" section. my @AllArticleIDs = $Self->{TicketObject}->ArticleIndex( TicketID => $Param{TicketID}, ); my $LastArticleID = $AllArticleIDs[$#AllArticleIDs]; $Notification{Body} =~ s/<OTRS_ARTICLE_ID>/$LastArticleID/gi; Now, the tag <OTRS_ARTICLE_ID> is replaced with the last ArticleID and it's possible send a notification email to the customer with a link to the latest email exchanged. <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>cus tomer.pl?Action=CustomerTicketZoom&TicketID=<OTRS_TICKET_ID>&ArticleID=< OTRS_ARTICLE_ID>#<OTRS_ARTICLE_ID> Hoping that can be useful.... Bye -------------------------------------------------------- Luca Gatti ICT System Administrator LGatti(a)bindagroup.com tel +39 02 39245.380 fax +39 02 39245.200 Via Montefeltro, 4 - 20156 Milano - Italy bindagroup.com -------------------------------------------------------- This e-mail and any file transmitted with it may contain material that is confidential and for the sole use of the intended recipient. If you are not the intended recipient of this e-mail, please do not read this e-mail and notify us immediately by reply e-mail and then delete this message and any file attached from your system. Any other use is prohibited. Il presente messaggio di posta elettronica e ogni eventuale documento a quest'ultimo allegato potrebbe avere carattere riservato ed e ad esclusivo utilizzo del destinatario indicato in indirizzo. Qualora non foste il destinatario del presente messaggio per cortesia avvisateci immediatamente tramite posta elettronica e cancellate il presente messaggio e ogni documento ad esso allegato dal Vostro sistema. Ogni altro uso e proibito.

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