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Re: [otrs] calculating time
by Ilya Kornev 20 Nov '09

20 Nov '09

Michiel, is it possible then to see how much it took to close a ticket? There's a default report 10007 List of tickets closed, sorted by solution time, and I thought it could help me to see that. I tried running it, but the tables SolutionInMin and SolutionDiffInMin are empty. Do you I need to change some settings or anything? Regards, Ilya -----Original Message----- From: Ilya Kornev <feldpost-(a)mail.ru> To: Michiel Beijen <mb(a)otrs.org> Date: Wed, 18 Nov 2009 21:29:47 +0300 Subject: Re[2]: [otrs] calculating time > Michiel, thank you for the prompt reply. > It'd be great to see feature like this in future versions of OTRS. > > Regards, > Ilya > > -----Original Message----- > From: Michiel Beijen <mb(a)otrs.org> > To: Ilya Kornev <feldpost-(a)mail.ru>, > "User questions and discussions about OTRS." <otrs(a)otrs.org> > Date: Wed, 18 Nov 2009 16:53:41 +0100 > Subject: Re: [otrs] calculating time > > > Hi Ilya, > > > > The only way to achieve this would be to parse the ticket history. This is > > viable, but not convenient. > > > > We are planning on having an updated SLA section which caters for these kind > > of scenarios; to make it easier to retrieve this kind of data from the > > system. > > > > ((enjoy)) > > - > > Michiel Beijen > > R&D > > > > OTRS AG > > Norsk-Data-Str 1. > > 61352 Bad Homburg > > Deutschland > > > > T: +31 (0) 6457 42418 > > F: +49 (0) 9421 56818-18 > > I: http://www.otrs.com/ > > > > Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial > > register: 10751, Tax ID: 003 240 > > 97505 Chairman of the Board: Burchard Steinbild, Managing Board: André > > Mindermann (CEO), Martin Edenhofer > > > > CU@ IIR Service Desk Forum in Mainz > > (Germany)<http://www.otrs.com/en/news-and-press/news-details/article/translate-to-eng… > 13th-iir-service-desk-forum-2009/?tx_ttnews%5BbackPid%5D=51&cHash=ef91fa143e>and > > get to know more about OTRS at booth no. 12 from Nov 24-25, 2009! > > > > > > On Wed, Nov 18, 2009 at 2:57 PM, Ilya Kornev <feldpost-(a)mail.ru> wrote: > > > > > Hello. > > > > > > We need to get the following kind of stats: > > > how much time a ticket spent in state X > > > how much time a ticket spent in state Y. > > > > > > For example: > > > 1) A customer sends a request > > > 2) 1 hour later an agent asks him/her to provide additional info > > > 3) 4 hours after that the customer sends additional info > > > 4) An hour after that the problem is solved , ticket is closed. > > > > > > The report should contain (among other things like ticket #, queue, owner > > > etc.) something like that: > > > > > > State Y (awaiting us) - 2 hours > > > State X (awaiting customer) - 4 hours > > > > > > Is there any possibility to do this? > > > > > > Cheers, > > > Ilya Kornev > > > > > > --------------------------------------------------------------------- > > > 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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Does OTRS support HTML within tickets?
by Robert Slater 20 Nov '09

20 Nov '09

I only fiddled with this for a few minutes before I figured I'd throw this out to the list (before trying to figure out which step in the system might be encoding all my < and >, OTRS or the email server). Can I include HTML content within an OTRS response, in particular, within template responses/replies? Robert Slater Web Technologies & Content Coordinator, Assistant Professor of Library Administration 424 Main Library MC-522 1408 W. Gregory Dr. Urbana, IL 61801 217-333-4789 rslater(a)illinois.edu

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customer in CC filed in Customer interface.
by vaishali dolas 20 Nov '09

20 Nov '09

I've been trying to setup some events to achieve the following: Initially i had created 1 free filed called CC. Actually i want to send that ticket to whatever emailID send by customer in CC filed. I Tried setting Recipient:(Email based) as <OTRS_TICKET_TicketFreeText1> if i tried to print that name in Body its showing it properly in Ticket Body. But if i insert it in Recipient email address its not sending notification to that Customer. that is if i'll give xyz(a)abc.com directly in Recipient address its sending Ticket Notitfication to that address but if i tried to send it through Free filed its anable to send Ticket. I'm not sure how to identify this in order to change the notification message accordingly. Any help on this questions is greatly appreciated. Best Regards, Vaishali Dolas

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Changing ticket default type to 'Incident'
by patrick.dillon＠aleris.com 19 Nov '09

19 Nov '09

Hello to all, We have defined several basic ticket types, and wish to have all tickets be created as Type::Incident by default. I know this can be manually selected when a ticket is created through the web interface, but where do we change the default option from ' - ' to 'Incident'? I'm assuming this is done in a .pm file somewhere, but I haven't been able to find that entry. Thanks for any guidance, Patrick Dillon Aleris International

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OTRS against LAM
by William Hamilton 19 Nov '09

19 Nov '09

Hi we have LAM (LDAP Account Manager) installed on a box which is used to authenticate a Samba server. I want to use this server to hold OTRS auth and user details for internal company. I am not sure how much LAM differs from AD (which most of the docs seems to point to). I am not getting any authentication happening nor able to list users (using root@localhost login). Anyone else using LAM? tia W Setup Debian (Stable LDAP server and Testing OTRS server) LAM 2.3.0 Config.pm entries looks like below ############ Customer stuff (staff) ############### # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP Data source', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'ldapserver', BaseDN => 'dc=xxxx,dc=com', SSCOPE => 'sub', UserDN => '', UserPw => '', AlwaysFilter => '', # SourceCharset => 'utf-8', # DestCharset => 'iso-8859-1', # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, # customer uniq id CustomerKey => 'uid', # customer # CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['uid', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], # show now own tickets in customer panel, CompanyTickets CustomerUserExcludePrimaryCustomerID => 0, # add a ldap filter for valid users (expert setting) # CustomerUserValidFilter => '(!(description=gesperrt))', # admin can't change customer preferences AdminSetPreferences => 0, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserSalutation', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'uid', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ], }; ############# Auth customer folk (staff) ############## # (take care that Net::LDAP is installed!) $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'ldapserver'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=xxxx,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid'; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'cn=1gstaff,ou=Groups,dc=xxxx,dc=com'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'memberUid'; # for ldap posixGroups objectclass (just uid) $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'uid'; # for non ldap posixGroups objectclass (full user dn) # $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = ''; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = ''; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = ''; # in case you want to add a suffix to each customer login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists user@domain. # $Self->{'Customer::AuthModule::LDAP::UserSuffix'} = '@domain.com'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'Customer::AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; ############# Auth support folk (1gtech) ############## # (take care that Net::LDAP is installed!) $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'ldapserver'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=xxxx,dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'AuthModule::LDAP::SearchUserDN'} = ''; $Self->{'AuthModule::LDAP::SearchUserPw'} = ''; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=1gtech,ou=groups,dc=xxxx,dc=com'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid'; # for ldap posixGroups objectclass (just uid) $Self->{'AuthModule::LDAP::UserAttr'} = 'UID'; # for non ldap posixGroups objectclass (with full user dn) $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' $Self->{'AuthModule::LDAP::AlwaysFilter'} = ''; # in case you want to add a suffix to each login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists user@domain. # $Self->{'AuthModule::LDAP::UserSuffix'} = '@domain.com'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; # agent data sync against ldap $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host'} = 'ldap://ldapserver/'; $Self->{'AuthSyncModule::LDAP::BaseDN'} = 'dc=xxxx,dc=com'; $Self->{'AuthSyncModule::LDAP::UID'} = 'uid'; $Self->{'AuthSyncModule::LDAP::SearchUserDN'} = ''; $Self->{'AuthSyncModule::LDAP::SearchUserPw'} = ''; $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; # AuthSyncModule::LDAP::UserSyncInitialGroups # (sync following group with rw permission after initial create of first agent # login) $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [ 'users', ];

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custom SearchAutoComplete field in AgentTicketPhone
by Tommaso Calosi - Brain Technology 19 Nov '09

19 Nov '09

Hi, In my phone ticket page I need to do something like the CustomerSearchAutoComplete, but for services. I want to get data from a description filed in service_customer_user table. How can I do this? Any idea? This is the CustomerSearchAutoCompleteDiv in AgentTicketPhone.dtl  <div id="myAutoComplete" class="myAutoComplete">  <input id="myAutoCompleteInput" type="text" name="From" value="$QData{"From"}" size="80"/>  <div id="myAutoCompleteContainer"></div> </div>  Thanks

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OTRS System Upgrade
by benjamin anamoah 19 Nov '09

19 Nov '09

Dear Colleagues, I need help on how i can upgrade my OTRS 2.4.3 to a higher version so that i can use the Auto Responses <-> Queue and activate the Auto response. Thank you. Benjamin

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More spellcheck woes
by Hiren Joshi 19 Nov '09

19 Nov '09

Using 2.4.4 When an agent is ready to send a reply to a ticket and they spell check it. The spellcheck doesn't seem to do anything, you can ignore and replace words but these words are never changed in the reply so the agent then has to manually change the words in the ticket. Do other have a similar experience? Thanks, Josh.

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Ticket Expand View to customer and others questions
by Bastien Vlerick 19 Nov '09

19 Nov '09

Hi, I'm proud to join the OTRS community and I hope to be helpfully. I've 3 questions : 1- How can I activate Ticket Expand View option for the customer's view. Our biggest customer demand to have this view or we'll have to change our tickets system. :-s I've already seen that question in the mailing list archive. I did not see any answer. 2- Is there a French community on OTRS ? 3- I didn't found any website with template or explanations for dumbs to "customize" the customer interface. Thanks to all -- Bastien VLERICK Support Service Manager

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Ticket notifications
by Mark Randelhoff 19 Nov '09

19 Nov '09

Hi All I hope someone can offer me some advice here. I was expecting to get the following from a Subject:: New ticket notification! (<OTRS_CUSTOMER_SUBJECT[18]>) Hi <OTRS_CURRENT_UserFirstname>, there is a new ticket in "<OTRS_TICKET_Queue>"! <OTRS_CUSTOMER_FROM> wrote: <snip> <OTRS_CUSTOMER_EMAIL[16]> <snip> <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>index.pl?Action=AgentTicketZoom&TicketID=<OTRS_TICKET_ID> But all I seem to get is what is listed below. I would really appreciate any help that can be offered here. I would like the content of the email to be included in the notification. I am using event notifications on a Ticket create event. I am using OTRS 2.4.2. I was actually trying to achieve this result with an auto response, but it seems that most of our clients have precedence or loop headers, which means they never get the mail. I have been unable to figure a decent solution for this - hence the attempt to achieve this via event notifications. Any help would be appreciated Kind regards Mark -------- Original Message -------- Subject: [Ticket#2009111910000071] New ticket notification! () Date: Thu, 19 Nov 2009 08:36:02 +0200 From: OTRS Notification Master <otrs@address_hidden> Organization: Cathexis To: markr(a)cat.co.za Hi Admin, there is a new ticket in "UK"! - wrote: <snip> <snip>

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