- otrs - OTRS mailing lists

Check POP3 on nonstandard port
by Mark Novak 03 Jan '10

03 Jan '10

Hello Everyone, I have looked in the Admin manual, the mail lists and Googled for this but can't seem to find an answer. We have set up a new OTRS installation and would like to use the Postmaster.pl ("The Easy Way" as it is described in the manual) through the GUI setup. My problem is that our email provider (Google) uses a non standard POP3 port so OTRS can't seem to connect to it. Does anyone know how to specify a port for the Postmaster.pl script so that it will check the port I need it to for POP3? Thanks, Mark Novak

2 1

Workflow docs
by Estevam Viragh 02 Jan '10

02 Jan '10

Hello all and happy new year everyone, I'm in the process of deploying OTRS::ITSM on the company I work for here in Brasil and I'm really amazed by the strengths and flexibility OTRS provides. Have a few questions and in case some of them should be directed to any of the other lists, I appologize for that in advance. 1) Is there any doc pointing out the initial steps of "Ticket workflow feature"? In case not, I'd apprecite to get any suggestion on how to start playing with that. 2) The Criticality <-> Impact <-> Priority matrix is built assuming that the higher values are the ones to reflect the higher occurences (5s for very high) but according to a global process we have higher Criticalities/Impacts/Priorities should be logged as a lower value (1s for very high). All that to get to the question: Is that easy to change around?! I tried to find it in the system config but had no success... 3) Is there any roadmap info on where the next versions are aiming to go?! I ask that cause I was just about to sign a contract with one of these comercial SaaS ITSM products when I found OTRS... Among all the miracle features only a Open Source project can provide, I found that (I think...) there is no APIs for automating the collection of network attached CIs via snmp or other Win32 script. In case you're not planning to add some/all of those in the near future, I'd be more than happy to jump into it and give it a try. TIA Best Rgds, Estevam Viragh estevamviragh(a)yahoo.com.br ____________________________________________________________________________________ Veja quais são os assuntos do momento no Yahoo! +Buscados http://br.maisbuscados.yahoo.com

1 0

Missing or Lost all Tickets by Generic Agent?
by Christian Hecht 02 Jan '10

02 Jan '10

Hi @ all, i have the Problem that all Tickets we have untill 23.12.09 where deletet or so on, this means that I can not find anyone of those tickets at my search. I only can see tickets from the date of 27.12.09. IŽam new in this OTRS and have search for Generic Agents and found two of this, the first "Delete-Call" and do not delete the Tickets. But the Second is "Delete-Junk-Mail" and delete Tickets wit follow Options: State: new Owner: root@localhost Runs: 6:00 PM My Co-worker told me that all Tickets ar there on 23.12.09 at 05:00 PM when he left the Work, but ob next day all Tickets are Empty. Can anybody help in this case, i dont know what the Reason this (Generic Agent, ore some on else). OTRS: 2.1.6 OS: Gentoo 3.4.6-r1 Apache: ? MySQLVer 14.12. Distrib 5.0.26 Thanks Allot ______________________________________________________ GRATIS für alle WEB.DE-Nutzer: Die maxdome Movie-FLAT! Jetzt freischalten unter http://movieflat.web.de

1 0

Installing io::socket::ssl
by Michael Mitchell 01 Jan '10

01 Jan '10

Can someone tell me the correct way to install io::socket::ssl I downloaded file and zipped it after this is done what are the steps to get the file to unzipped and installed to cpan

2 1

Add two fields in Reply Screen
by Amit Sharma 01 Jan '10

01 Jan '10

Hi, Please help me add 2 more fields like 1. Manhours 2. Shift in the ticket reply screen (screen where agent replies to a ticket). I am aware that we can use FreeText for that. But how? regards, amit The INTERNET now has a personality. YOURS! See your Yahoo! Homepage. http://in.yahoo.com/

1 1

Removing E-mail ticket, renaming Phone Ticket.
by Gerrit Tamboer 01 Jan '10

01 Jan '10

Hey Guys, In our situation E-mail ticket and Phone ticket arent used the way they should. This is what I want: I want to remove the option E-mail Ticket (in the ticketview) And rename the option Phone Ticket to New Ticket Is this possible from the SysConfig interface? Regards, Gerrit

2 1

"Panic! No UserData!!!" after deleting all my test tickets
by Justin Holt 30 Dec '09

30 Dec '09

Hi all, After doing substantial testing with OTRS my boss finally cleared it to go live in our system. I followed advice from a different email thread about using Generic Agent to delete tickets and it seems to have worked. But now, customers can not authenticate over LDAP (AD 2003) any longer. Agents can log in just fine on the other hand. To delete the tickets, all I selected the queues that I had set up, and then selected "Delete Tickets". I know LDAP sync was working before and I have not changed my config.pm. Any advice? Thanks, Justin Holt Town of Vernon, CT IT Intern

2 1

Re: [otrs] Some newby questions
by Gerrit Tamboer 30 Dec '09

30 Dec '09

Hi David, Thanks for your answer, Could you also tell me what events triggers a ticket to get locked? Regards, G. From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of David Holder Sent: woensdag 30 december 2009 16:51 To: User questions and discussions about OTRS. Subject: Re: [otrs] Some newby questions Hi G. My interpretation and implementation of locks: Locking tickets implies that an agent has taken ownership of that issue. This prevents two agents from working on the same issue and therefore avoid wasted time. I've also got an event based notification when this happens to inform the customer who is dealing with their issue, so they know who to contact directly. As for number two I haven't dealt with escalation much, im sure someone else will chip in though. Regards, David On Wed, Dec 30, 2009 at 3:34 PM, Gerrit Tamboer <gerrit(a)halma.nl> wrote: Hey Guys, I have 2 newby questions. 1. What the use of locking tickets? When will a ticket be locked, and what is the benefit of this? 2. I have a ticket that is about to escalate because I didnt reply within the estimated time, but I dont have a reply yet, so I set it on pending reminder for 24 hours. Why is it still escalating?....... Thanks in advance! Regards - G --------------------------------------------------------------------- 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/

2 2

Some newby questions
by Gerrit Tamboer 30 Dec '09

30 Dec '09

Hey Guys, I have 2 newby questions. 1. What the use of locking tickets? When will a ticket be locked, and what is the benefit of this? 2. I have a ticket that is about to escalate because I didnt reply within the estimated time, but I dont have a reply yet, so I set it on pending reminder for 24 hours. Why is it still escalating?....... Thanks in advance! Regards - G

2 1

Urgent problem.. Please help.
by Sarper SARIDAL 30 Dec '09

30 Dec '09

Hi , I have an urgent issue.. When we click an open ticket to assign the responsible it goes directly to the add note window. When we click the close ticket button it goes to the add note window too. It was working fine for the past 6 months. Suddenly this issue happened. We haven't changed anything in the configuration. Probably it's not reading some kind of configuration or there is a mismatch somewhere.. This is really urgent.. Thanks a lot... Happy new year to all of you. Regards, Sarper

2 2