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Can I make subtypes of ticket Types?
by Garren McKelvey 15 Jan '10

15 Jan '10

I hope this is an appropriate area to voice this question. If not, can someone direct me to the proper place please. I've turned on ticket Types, and I wanted to create subtypes that are linked, similar to the way Services and SLA work together. What I'd like to be able to is this: I enter a type, let's say High Speed Internet When I do that, it then gives me a list of additional options, like Manual Authentication, Power Outage, Incorrect Password, etc. If I select a different type, say Multimedia It then gives me different subtypes, for example: Video won't display, Links not working, etc. I may even want to be able to create subtypes of the subtypes. Is this even possible? Thank you guys for your time, -Garren

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Tickets ReOpening
by Christopher Ross 14 Jan '10

14 Jan '10

Is there any way to disable the reopening of tickets by email once they are already closed? There are people at the place that I work that forget to remove the system address from the CC when closing out a ticket and therefore it just reopens the ticket again. I don't want to remove the autofill CC feature because sometimes there are 4 or 5 people in that CC list. I just need for it to not be able to reopen via email once it is closed. Thanks

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install authen::SASL
by Michael Mitchell 14 Jan '10

14 Jan '10

I'm having toruble installing Authen::SASL into cpan.bat on a windows server environment I run the command and get the following error message see below what am I doing wrong. cpan shell -- CPAN exploration and modules installation (v1.9301) ReadLine support enabled cpan> install Authen::SASL Database was generated on Wed, 13 Jan 2010 21:47:57 GMT Running install for module 'Authen::SASL' Running make for G/GB/GBARR/Authen-SASL-2.13.tar.gz Fetching with LWP: http://cpan.strawberryperl.com/authors/id/G/GB/GBARR/Authen-SASL-2.13.tar.gz Fetching with LWP: http://cpan.strawberryperl.com/authors/id/G/GB/GBARR/CHECKSUMS Checksum for C:\strawberry\cpan\sources\authors\id\G\GB\GBARR\Authen-SASL-2.13.t ar.gz ok Scanning cache C:\strawberry\cpan\build for sizes ............................................................................DONE CPAN.pm: Going to build G/GB/GBARR/Authen-SASL-2.13.tar.gz Checking if your kit is complete... Looks good ... Detected uninstalled Perl. Trying to continue. Unable to find a perl 5 (by these names: C:\Program Files\OTRS\StrawberryPerl\pe rl\bin\perl.exe perl.exe perl5.exe perl5.10.0.exe miniperl.exe, in these dirs: . C:\WINDOWS\system32 C:\WINDOWS C:\WINDOWS\System32\Wbem C:\strawberry\perl\bin) Have C:\Program Files\OTRS\StrawberryPerl\perl\lib\Config.pm expected C:\strawbe rry\perl\lib\Config.pm Writing Makefile for Authen::SASL The system cannot find the path specified. GBARR/Authen-SASL-2.13.tar.gz C:\strawberry\c\bin\dmake.EXE -- NOT OK Running make test Can't test without successful make Running make install Make had returned bad status, install seems impossible Failed during this command: GBARR/Authen-SASL-2.13.tar.gz : make NO Michael D Mitchell Sixth Avenue Electronics Help Desk / Tech 973-924-8669 Office

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Fwd: rollen und rechte ?
by FooBar 14 Jan '10

14 Jan '10

-------- Original Message -------- Subject: rollen und rechte ? Date: Thu, 14 Jan 2010 21:39:13 +0100 From: FooBar <foobar(a)web.de> To: otrs-de(a)otrs.org hi @all ich hab eine user => a gruppen => g1, g2, g3 queues => q1, q2, q3 rollen => r1 die q1 gehört der gruppe g1, q2 der gruppe g2 usw... in der rolle r1 sind alle gruppen mit (ro)-recht drin user a ist in keiner gruppe user a ist in der rolle r1 frage: warum sieht der user a nicht alle tickets aus allen queues read only in seiner "ticket-view"-ansicht ? ps: über die suche mit * findet er alle tickets in allen queues auf die er ro-recht über seine rolle hat ach so, otr 2.4.5 danke für die hilfe ;)

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Re: [otrs] Disabling CC-field when composing a reply (sysconfig doesn't work)
by Jose Luis Spahr 14 Jan '10

14 Jan '10

Hi Thomas, Go to the archive files for otrs and look into the below post, the answer you are looking for is there. http://lists.otrs.org/pipermail/otrs/2010-January/030198.html Thanks! Jose Luis Spahr From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Thomas Lutz Sent: Thursday, January 14, 2010 10:35 AM To: otrs(a)otrs.org Subject: [otrs] Disabling CC-field when composing a reply (sysconfig doesn't work) Hi, I am using OTRS 2.4.4 and am quite happy with it. But in one queue (and this is the only one of 10 configured pretty much the same) the CC-field always get's populated with the OTRS-address the tickets were sent to, e.g. support(a)domain.tld. Why? It's quite annoying, because the reply would fill up the queue, if you don't delete the content of the CC-field. I already found other question's regarding this problem from early 2009, but the suggested sysconfig option-change won't work. (SysConfig -> Ticket -> Frontend::Agent::Ticket::ViewCompose at Ticket::Frontend::ComposeExcludeCcRecipients) How to disable this? Is there a solution yet? Thanks in advance & best regards, Thomas Lutz

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Disabling CC-field when composing a reply (sysconfig doesn't work)
by Thomas Lutz 14 Jan '10

14 Jan '10

Hi, I am using OTRS 2.4.4 and am quite happy with it. But in one queue (and this is the only one of 10 configured pretty much the same) the CC-field always get's populated with the OTRS-address the tickets were sent to, e.g. support(a)domain.tld. Why? It's quite annoying, because the reply would fill up the queue, if you don't delete the content of the CC-field. I already found other question's regarding this problem from early 2009, but the suggested sysconfig option-change won't work. (SysConfig -> Ticket -> Frontend::Agent::Ticket::ViewCompose at Ticket::Frontend::ComposeExcludeCcRecipients) How to disable this? Is there a solution yet? Thanks in advance & best regards, Thomas Lutz

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Sorting By CustomerID
by Christopher Ross 14 Jan '10

14 Jan '10

I am trying to change the way that the Queue is sorted so that I can see all tickets from a specific Customer ID all together. I saw that if you go into the sysconfig and the Ticket::Frontend::Agent::Ticket::ViewQueue you can change the sort to Age, Priority, Queue, Subject, Ticket & a whole bunch of Free Texts. Is there a way to add the Customer ID option here or is there another way to get what I need by editing the config files. Thanks.

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Ticket Format Issues
by Tom Martinson 14 Jan '10

14 Jan '10

Hello World, I have upgraded from 2.3.x to 2.4.5, and there seems to be a slight issue. When a new ticket is created the formatting is lost. As you can see from the example below, this is just a bit strange. Any suggestions as to where I should look, or any additional information that you would think might be useful? Thanks, Tom From: "Testy Test" To: Supported Subject: Test of format Created: 01/14/2010 11:06:18 We are just testing format here. Up to this point we have had a single line with two spaces after each period. The line has wrapped one time in the text editor and just wrapped a second time. Now I am starting a second paragraph to see if we get paragraph spacing. I hope that the spacing will give one line between the sentence ending with "second time." and the start of the second paragraph starting with "Now I am...". Tom Tom Martinson

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State change New to Open
by Gordon O'Brien 14 Jan '10

14 Jan '10

Hi I understand that the default action in OTRS is that a ticket will only change from a new state to open if an email is raised against a new ticket. Is it possible to change the state to open if a ticket is either locked, a note added or owner changed? Thank you. Media Square plc or any of its subsidiary companies may not be held responsible for the content of this email as it may reflect the personal view of the sender and not that of the company. Should you receive this email in error, please notify the sender immediately and do not disclose, copy or distribute it. While Media Square plc scans all outbound emails for viruses, it cannot be held responsible for any infected files that you may receive. Media Square plc advises all recipients to virus scan any file attachments. Media Square Plc | Registered in England No.: 4006884 | Registered Office: 6 York Street, London, W1U 6PL --------------------------------------------------------------------- This email message has been scanned and delivered safely by Mimecast. ---------------------------------------------------------------------

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Differences between the Escalation times
by Namwoonde, Letty 14 Jan '10

14 Jan '10

Hi all I would like to get a clear difference in the definition on the escalation times. - First response time - Update time - Solution time Thanks Regards Letty -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: 13 January 2010 20:09 To: otrs(a)otrs.org Subject: otrs Digest, Vol 16, Issue 61 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: Oracle database backend (Jose Luis Spahr) 2. Re: Tickets ReOpening (Christopher Ross) 3. New Install Response Questions (Lance Larson) ---------------------------------------------------------------------- Message: 1 Date: Wed, 13 Jan 2010 08:21:43 -0800 From: Jose Luis Spahr <JoseLuis.Spahr(a)on24.com> Subject: Re: [otrs] Oracle database backend To: 'User questions and discussions about OTRS.' <otrs(a)otrs.org> Message-ID: <6E563C3F586FB144A012D4617298577D7C4E3D4E4A(a)P-HQEXCHANGE.on24.com> Content-Type: text/plain; charset="utf-8" Hi Michiel, Here is my Perl version: Perl, v5.8.8 built for x86_64-linux-thread-multi Thanks for taking the time to answer and help, I appreciate it. I will wait to hear back from you. Thanks! Jose Luis Spahr -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Michiel Beijen Sent: Tuesday, January 12, 2010 11:50 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Oracle database backend Hi Jose, Can I ask what Perl version you are using? You can check that via the Support module. Regards, -- Michiel Beijen R&D OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany T: +31 (0) 6457 42418 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: Andr? Mindermann 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! http://bit.ly/4qLvqm On Tue, Jan 12, 2010 at 10:36 PM, Jose Luis Spahr <JoseLuis.Spahr(a)on24.com> wrote: > 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 > > > > --------------------------------------------------------------------- > 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/ > --------------------------------------------------------------------- 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/ ------------------------------ Message: 2 Date: Wed, 13 Jan 2010 11:57:26 -0500 From: "Christopher Ross" <cross(a)expresshealthservices.com> Subject: Re: [otrs] Tickets ReOpening To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <AAA70DE2532FA74894C614DACFE12529033B2E0C(a)EXPRESSMAIL.ehs.local> Content-Type: text/plain; charset="us-ascii" I already have the email address set in the system addresses. The issue is probably in our setup but we can't really change it. Basically, we have a distribution group called IT Support and all of our IT people are in that distribution as well as the system address that sends directly to the OTRS (ie itrequest(a)domain.com) We did it this way because we didn't want people to send directly to OTRS plus we already had people sending to IT Support long before we implemented OTRS. So now when we close out a ticket, it automatically CC's itsupport(a)domain.com which includes the itrequest(a)domain.com. I hope this made sense. Please let me know if you can help. From: Nils Leideck - ITSM [mailto:nils.leideck@leidex.net] Sent: Tuesday, January 12, 2010 6:47 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Tickets ReOpening Hi, On 13.01.2010, at 00:37, Christopher Ross wrote: Is there any way to disable the reopening of tickets by email once they are already closed? There are people at the place that I work that forget to remove the system address from the CC when closing out a ticket and therefore it just reopens the ticket again. I don't want to remove the autofill CC feature because sometimes there are 4 or 5 people in that CC list. I just need for it to not be able to reopen via email once it is closed. Thanks the OTRS Systemaddress shouldn't be in CC. Just add this e-mail address to "Email Addresses" in the "System"-Column in Adminarea. Afterwards the Systemaddress won't appear in CC anymore. 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 <http://www.otrs.com/en/news-and-press/news-details/article/otrs-auf-der -cebit-2010/?tx_ttnews%5BbackPid%5D=51&cHash=c9381fe235> , Germany and get to know more about OTRS at booth no. C37 in hall 2 from March 2-6, 2010!

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