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Customer user supervisors other customer users
by Jie(Jack) Zhu 24 Nov '09

24 Nov '09

Hi Guys, Is there any way I can setup a customer user supervisors other customer users? This supervisor should be able to make decisions on other customer users' tickets. It is like a boss or head of department wants to manage his employees' tickets thus to control service costs. But they are not suppose to be an service agent. Thanks a lot! Jack

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Re: [otrs] GenericAgent running more often than 10min [SOLVED]
by Leonardo Certuche 24 Nov '09

24 Nov '09

Indeed! Here is the working job (running every two minutes no problem!): # -- 'move tickets from MDS to MDS Critico' => { # get all tickets with these properties Queue => ['Mesa de Servicios'], SLA => ['Critico 30min'], # new ticket properties New => { Queue => 'Mesa de Servicios::Mesa de Servicios Critico', Note => { From => 'SeUs', Subject => 'Ticket Critico movido a cola Critico!', Body => 'Movido a la cola Critico por tener un SLA Critico!', ArticleType => 'note-internal', # note-internal|note-external|note-report }, }, }, My mistake was to write : Queue => 'Subqueue', Instead of: Queue => 'Queue::Subqueue', Thanks again guys, without your help it would have been much harder! Greetings, Leonardo Certuche On Mon, Nov 23, 2009 at 3:59 PM, Nils Leideck - ITSM < nils.leideck(a)leidex.net> wrote: > On 23.11.2009, at 21:32, Leonardo Certuche wrote: > > Thanks Nils and Alexander for your explanations, now I have a better > understanding about GenericAgent behavior. I was checking > /opt/otrs/Kernel/Config/GenericAgent.pm.examples and it's clear how to use > it but none of the examples uses ITSM fields such as Service or SLA, is it > possible to use it? We just want tickets from certain SLA to be moved to a > give queue ASAP. > > > did you try " SLA => 'mySLA' , " ? > > > Nils Leideck > > -- > Nils Leideck > Senior Consultant > nils.leideck(a)leidex.net > > https://webint.cryptonode.de / a Fractal project > > > > > > > --------------------------------------------------------------------- > 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/ >

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"a message should have a body"
by Doug Hall 23 Nov '09

23 Nov '09

Is there a fix for the above.?! All I can find on the internet is to remove the routine that checks this.. ________________________________ Doug Hall IT Operations Manager Dir Fax Mobile Email +44 (0)1179 303 420 +44 (0)1179 303 451 +44 (0)7966 343 084 dhall(a)com2com.com<mailto:dhall@com2com.com> Committed 2 Communications Ltd 2nd Floor, The Pithay. Bristol. BS1 2NB. UK General Web +44 (0)1179 303 450 http://www.com2com.com<http://www.com2com.com/> ________________________________ NTT Fundraising is a trading name of Committed 2 Communications Ltd, a UK company offering specialist services to the charity sector in telephone fundraising, as well as recruitment, donor relationship management, direct debit and BACs Bureau services - to name a few. For more information visit www.nttfundraising.co.uk. Unless expressly stated otherwise, this message is confidential and may be privileged. It is intended for the addressee(s) only. Access to this e-mail by anyone else is unauthorised. If you are not an addressee, any disclosure or copying of the contents of this e-mail or any action taken (or not taken) in reliance on it is unauthorised and may be unlawful. If you are not an addressee, please inform the sender immediately. You should carry out your own virus checks before opening any attachment. Registered Office: 2ND FLOOR THE PITHAY, ALL SAINTS STREET, BRISTOL, BS1 2NB, United Kingdom Registered In England, Registered Trading Number: 06458746

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GenericAgent running more often than 10min
by Leonardo Certuche 23 Nov '09

23 Nov '09

Hi there, We're trying to move tickets with certain SLA (or certain services) to a given queue. Unfortunately the first response time associated is 10 minutes so waiting precisely 10 minutes (which is the least you can choose from index.pl?Action=AdminGenericAgent) sounds like too much. I first tried decreasing the crontab time for the GenericAgent.pl: */2 * * * * $HOME/bin/GenericAgent.pl >> /dev/null But that seems not to work :( After that I tried with an ACL: # ticket acl $Self->{TicketAcl}->{'Mover-MDA-Critico'} = { # match properties Properties => { # current ticket match properties Ticket => { Queue => ['Mesa de Servicios'], Service => ['Red'], }, }, # return possible options (white list) Possible => { # possible ticket options (white list) Ticket => { Queue => ['Mesa de Servicios Critico'], }, }, }; But that seems not to work either Is it possible to run GenericAgent say each 2 minutes? Does the ACL shown make sense? Is it possible to use SLAs in ACLs? Thanks, Leonardo Certuche

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freefield autofill
by Marco Vannini 23 Nov '09

23 Nov '09

Hi all, Is there anyone that has an freefield autofiller just ready and modifiable ? I mean something like a mysql trigger or something else that parse incoming mail (so insert into) and take values and update the same record ? thanks in advance. MV

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Re: [otrs] Locking tickets in Bulk Action
by Martignier, Philippe 23 Nov '09

23 Nov '09

Edit : I have 2.4.4 version (so not the very last one) !!! -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: lundi, 23. novembre 2009 12:31 To: otrs(a)otrs.org Subject: otrs Digest, Vol 14, Issue 74 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. Locking tickets in Bulk Action (Martignier, Philippe) 2. Re: How to change the automatic deleting of emails (Martignier, Philippe) 3. Software Error in Package Manager (Dave Lageweg) ---------------------------------------------------------------------- Message: 1 Date: Mon, 23 Nov 2009 11:53:54 +0100 From: "Martignier, Philippe" <philippe.martignier(a)wipo.int> Subject: [otrs] Locking tickets in Bulk Action To: "otrs(a)otrs.org" <otrs(a)otrs.org> Message-ID: <6F31DC7EBC4465428DB5706F309DBB13034194BA6D(a)ICCV101C.gms02.unicc.org> Content-Type: text/plain; charset="us-ascii" Hi there, By default the system lock tickets when you choose bulk action. I want to remove that automatism. I have been able to remove that automatic locking for any other actions with a research of the parameter RequiredLock in the sysconfig panel. It works well, but in the Bulkview there is no such parameter ... Is there a way to disable automatic locking when choosing bulk action ? Many thanks in advance. Greetings, PS : I have the last version of OTRS 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 I Office : 2,4 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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Is that possible to 'jail' groups?
by alexander＠nautae.eti.br 23 Nov '09

23 Nov '09

Hi. Excuse my English. I'm looking for a really good and professional inventory and helpdesk system. At this moment I'm trying OCSNG and GLPI. But the system has to: make it possible to "jail" user groups like: "john works at presidency area and only IT professionals from president area can answer/see john's calls. Bob works at infrastructure area and can see/answer all calls. Only a admin group can see/answer all the calls and any other group can only see/answer calls from its own group". So... does anybody knows if OTRS can handle that? Thanks []s Alexander Brazil ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program.

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Attached file on ticket close
by MMoj＠timocom.com 23 Nov '09

23 Nov '09

Hey there, I have a question. Is it possible to attach a file (attachment) on ticket close? I have a Notification (event based) but the attachement which is applied to the ticket is not send to the customer with the ticket close notification. Can anyone help me out with an Idea? 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 www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489

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Problems in OTRS-SIRIOS mailing lists?
by kieres kieres 23 Nov '09

23 Nov '09

Hi, I've sent some questions to sirios(a)sirios.org and also to sirios-owner(a)sirios.org and otrs-owner(a)otrs.org and got no response. In fact I'm not the only one who has posted in that mailing list and no mail has appeared in http://lists.otrs.org/pipermail/sirios/. Does anybody tried to post to sirios mailing list and got responses? As SIRIOS and OTRS have a lot in common and that people doing development are working very closely, can we post our questions regarding SIRIOS in this mailinglist? Regards, Rafael

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Re: [otrs] How to change the automatic deleting of emails
by Martignier, Philippe 23 Nov '09

23 Nov '09

Thanks Jack, this is what I did! But now users will have to delete emails manually in the original mailbox, but as we say in French : "on ne peut pas avoir le beurre, l'argent du beurre et le cul de la crémière" :) -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: lundi, 23. novembre 2009 00:44 To: otrs(a)otrs.org Subject: otrs Digest, Vol 14, Issue 71 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: freefield autofill (James Morgan) 2. Re: How to change the automatic deleting of emails in outlook when creating tickets automatically from emails (Jie(Jack) Zhu) 3. Re: freefield autofill (Marco Vannini) ---------------------------------------------------------------------- Message: 1 Date: Mon, 23 Nov 2009 09:54:45 +1100 From: "James Morgan" <james.morgan(a)vernet.net.au> Subject: Re: [otrs] freefield autofill To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <FD117052E8135B49AFB3904193F418ED713B2C(a)vnfs1.vernet.local> Content-Type: text/plain; charset="us-ascii" I did something similar to this with RT and OTRS. There's a department here that uses RT and we use OTRS, so I wrote a script that can accept the piped output from sendmail (as an alias), parse the message subject (which had the RT number in it) and add the RT number to one of the FreeText fields. It also did a MySQL lookup on the ticket table to work out which ticket number in OTRS was correct for that RT number and then modified the subject line of the message to suit (added [Ticket#...] because RT strips it out). I suggest it might be a decent option for you. From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Marco Vannini Sent: Monday, 23 November 2009 9:36 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] freefield autofill yes, it should be something like this. ie, this is the incoming mail from: ConfigurationManager to: deployment, otrs Subject: REV-EBIS version REV-EBIS_209.0.6.B1_IT Available for Test Environment Body: Availability in System Test environment. Release REV-EBIS version REV-EBIS_209.0.6.B1_IT available for System Test environment on the Italian StarTeam server Project: Business_Intelligence View: REV-EBIS_209.0.6.B1_IT CR implemented: n.a. Bug Solved: 75948;76004 for the last two row I would like to get (for CR) n.a (or the values that could be present) and (for Bug Solved) 75948;76004 and populate freetext7 and freetext8 respectively. On Sun, Nov 22, 2009 at 11:25 PM, James Morgan <james.morgan(a)vernet.net.au> wrote: Sorry, I don't understand the request. Are you wanting to parse the incoming message and then set FreeText fields accordingly? From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Marco Vannini Sent: Saturday, 21 November 2009 2:43 AM To: User questions and discussions about OTRS. Subject: [otrs] freefield autofill Hi all, Is there anyone that has an freefield autofiller just ready and modifiable ? I mean something like a mysql trigger or something else that parse incoming mail (so insert into) and take values and update the same record ? thanks in advance. MV --------------------------------------------------------------------- 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/

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