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OTRS 5 - Escalation notifications not sending
by Smulsky, David 18 May '16

18 May '16

Trying to do basic Queue based First Response and Update Escalations.. We can see the countdown occur, but it just goes negative, and no notifications are sent to agents subscribed to that queue.. Where should we start to look?

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Firefox 46 with OTRS 3.3.6 problems
by Ugo Bellavance 18 May '16

18 May '16

Hi, It looks like we've started getting 500 http errors when trying to access OTRS 3.3.6 using Firefox 46. Here are the relevant logs [Wed May 04 08:17:14 2016] [error] Apache2::RequestIO::read: (70007) The timeout specified has expired at (eval 171) line 5 [Wed May 04 08:56:10 2016] [error] Apache2::RequestIO::read: (70008) Partial results are valid but processing is incomplete at (eval 271) line 5 [Wed May 04 09:21:19 2016] [error] Apache2::RequestIO::read: (70007) The timeout specified has expired at (eval 303) line 5 Rolled back to Firefox 45, all is good. Anyone seen this as well? I know 3.3.6 is a bit old but I don't really have time to upgrade to 4 or 5 right now. I could probably plan an upgrade to the latest 3.3 if someone is sure that it would solve this problem. Thanks,

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Reporting / statistics
by Nick Bright 09 May '16

09 May '16

Is there any way within OTRS (we are using v3 currently) that would allow statistics/reporting based on a field restriction in the Customer Information? For example, part of the Customer Information being brought in from LDAP is a location value (text). I'd like to report the number of tickets opened for a specific location value, across all customers. -- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - ----------------------------------------------- This email message and any attachments are intended solely for the use of the addressees hereof. This message and any attachments may contain information that is confidential, privileged and exempt from disclosure under applicable law. If you are not the intended recipient of this message, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply E-mail and immediately delete this message from your system.

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AUTOREPLY otrs Digest, Vol 92, Issue 3
by baer＠opm-computer.de 07 May '16

07 May '16

Sehr geehrte Damen und Herren, in der Zeit vom 06.05.2016 bis einschließlich 22.05.2016 befinde ich mich nicht im Büro. Beachten Sie bitte, dass Ihre EMail nicht automatisch weitergeleitet wird. In dringenden Fällen wenden Sie sich bitte an unsere Hotline, 0203-378530, oder an Herrn Hesselmann (hesselmann(a)opm-computer.de) Mit freundlichen Grüßen Ronny Bär OPM EDV Service GmbH 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. Reporting / statistics (Nick Bright) ---------------------------------------------------------------------- Message: 1 Date: Fri, 6 May 2016 13:56:20 -0500 From: Nick Bright <nick.bright(a)valnet.net> Subject: [otrs] Reporting / statistics To: "otrs(a)otrs.org" <otrs(a)otrs.org> Message-ID: <5feac473-9dfe-06a5-69f0-8e5b00b1d15a(a)valnet.net> Content-Type: text/plain; charset="utf-8"; Format="flowed" Is there any way within OTRS (we are using v3 currently) that would allow statistics/reporting based on a field restriction in the Customer Information? For example, part of the Customer Information being brought in from LDAP is a location value (text). I'd like to report the number of tickets opened for a specific location value, across all customers. -- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - ----------------------------------------------- This email message and any attachments are intended solely for the use of the addressees hereof. This message and any attachments may contain information that is confidential, privileged and exempt from disclosure under applicable law. If you are not the intended recipient of this message, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply E-mail and immediately delete this message from your system.

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ACTION Required******* Accepted Domain filter by registering customer for a new account
by Yousef Hajjat 04 May '16

04 May '16

Hi there, How to prevent other domain, such as: @yahoo,@gmail, and so on... from registering for OTRS customer, while the selected or/and accepted domains do? Thanks, Yousef Hajjat _______________________________________________________________________________________________________________________________________________________________________________________________________________ This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secured or error-free, as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. If verification is required please request a hard-copy version. Any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the company. Employees of Aspire Infotech are expressly required not to make defamatory statements and not to infringe or authorize any infringement of copyright or any other legal right by email communications. Aspire Infotech, 120 Queen Rania Street, PO Box 840098 Amman 11181 Jordan

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OTRS Duplicate Notification event
by Rose Dowson 30 Apr '16

30 Apr '16

Hi, I have a problem with OTRS notification my agent has duplicate notification when he is the new Owner of this ticket. So what is the problem ? Do you have any ideas ? Best Regards,

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Ticket re-opened by system
by claude 28 Apr '16

28 Apr '16

Hi, For one ticket, every night it's re-open by system. I close it and then the next night, I have this lines are in history : Lock Ticket verrouillé. - root@localhost (Administrateur princ[..]) 26.04.2016 00:10:04 Misc Reset of unlock time. - root@localhost (Administrateur princ[..]) 26.04.2016 00:10:04 StateUpdate Avant : "closed successful" Après : "open" - root@localhost (Administrateur princ[..]) 26.04.2016 00:10:04 I do not know where to look If someone had an idea ? Thanks and regards Claude

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OTRS duplicate notification "event"
by Rose Dowson 26 Apr '16

26 Apr '16

Hi, I have a problem with mail notification when The customer create a new ticket the agent receive many mails that contain the same body 'ticket Owner Update'. Please I want to know what is the problem. Keep on mind that I configured the agents of each department haven't the same rights. Please I need a help. Best Regards,

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Prefilled content with custom MenuModule not working anymore since OTRS 4
by Rick Heisterhagen 26 Apr '16

26 Apr '16

Hello everyone, I used to add custom menu buttons in Frontend::Agent::Ticket::MenuModule to prefill AgentTicketNote since OTRS 3.0 until 3.3 with URL encoded HTML content, the method is explained here: http://blog.otrs.org/2010/11/02/otrs-3-0-ticket-templates/ Now after upgrading to OTRS 4 and finally 5.0.9 on a test system I replaced TicketID=$QData{"TicketID"} with TicketID=[% Data.TicketID | html %] and now the encoded html part gets encoded but does not get interpreted, it stays an html text, here is my config (URL shortened). <ConfigItem Name="Ticket::Frontend::MenuModule###421-Support-Escalation" Required="0" Valid="1"> <Description Translatable="1">Test Menu</Description> <Group>Ticket</Group> <SubGroup>Frontend::Agent::Ticket::MenuModule</SubGroup> <Setting> <Hash> <Item Key="Module">Kernel::Output::HTML::TicketMenu::Generic</Item> <Item Key="Name">Support Escalation</Item> <Item Key="Description" Translatable="1">Escalate Isssue to HQ</Item> <Item Key="Action">AgentTicketNote</Item> <Item Key="Group">rw:support.all;rw:support.us;rw:support.apac</Item> <Item Key="Link">Action=AgentTicketNote;TicketID=[% Data.TicketID | html %];DynamicField_TicketFreeText3=Yes;Subject=Test+Menu;Body=%3Cspan+style%3D%22font-size%3A18px%3B%22%3ETest+Module</Item> <Item Key="PopupType">TicketAction</Item> </Hash> </Setting> </ConfigItem> I thought this would be a good opportunity to use the Note-Template feature, so I altered the Link by using "StandardTemplateID" like this: <Item Key="Link">Action=AgentTicketNote;TicketID=[% Data.TicketID | html %];DynamicField_TicketFreeText3=Yes;Subject=Test+Menu;StandardTemplateID=56 Now the correct template is selected but the body is not filled with text. ? Please if someone could help me achieving the same as I had until OTRS 3.3 it would enable us to upgrade to the new OTRS version. Thanks in advance! Regards, Rick

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Determine number of closed tickets that were solved within SLA
by Mnich, Jürgen 25 Apr '16

25 Apr '16

Hello! I am oft he opinion, that I have a very normal situation :) We configured services and SLAs a few days ago and got a little familiar with the escalation configuration. Actually we only use solution-times for the time being. Now I want to determine - for all tickets closed last week (for example) - how many tickets have been solved within the sla and how many have escalated (the sum of those two values must be the number of all closed tickets). When looking on the database-entries I found out (I hope that this is correct) that - as long as the tickets are not closed - the escalation_solution_time is the value I can compare to. When any ticket is closed, this (and all the other escalation_time values) are reset to zero (that's coded in ticket.pm). I think it is absolutely normal that you want or even need to report on your SLA-compliance. How can I reach my goal? How do you do report your SLA-compliance? 1. Change the code in ticket.pm (or is there any good reason why the values are reset to zero)? 2. Is there a statistic I did not find? 3. Are there any other database tables and/or entries that I could use? 4. Any other idea...??? Any help is welcome!!! Thanks, Jürgen.

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