- otrs - OTRS mailing lists

Customer Company question with Active Directory
by Sarper SARIDAL 15 Nov '09

15 Nov '09

Hi all, I wonder if this is possible : There are 2 customers from the same company. I want both of them to see each others requests. Duplicate companynames are not allowed in the database at least if you integrate your otrs with Active Directory. Is there any way of doing this? A customer has 5 tickets from ABC Company B customer has 4 tickets from ABC Company ABC company has a total of 9 tickets. Can we group the incidents so they can both see tickets from ABC Company. Thanks & Regards, Sarper

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Dashboard - customer side
by Manikandan Kandasamy 14 Nov '09

14 Nov '09

Hi, Did anyone know how to add dashboard in customer page? The requirement is customer should know the no of tickets opne, closed and pending for the week. Regards, Mani

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Ticket Numbering
by johnbarratt＠mail.com 13 Nov '09

13 Nov '09

We are in the process of migrating our production OTRS system to version 2.4.5 (from 2.3.4). We use AutoIncrement ticket numbering: testing the new version with a migrated copy of our 2.3.4 system's database, tickets appear to be getting assigned ticket numbers that had previously been used, but had been deleted from the original system in the run up to taking it live. Is the re-use of previously used but deleted ticket numbers a behaviour that we would expect to see when upgrading the system? Thanks, John Barratt

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Re: [otrs] Bulk Action Subject Field?
by Ron Nickell 13 Nov '09

13 Nov '09

Hello: I've seen many users' questions replied to on this list, but have yet to see a response to mine from Nov. 3. I may have just missed it, but thought I would repost it just in case. It seems like a simple question, but I could be wrong. Please see below. Thank you, Ron -------------------------------- Message: 4 Date: Tue, 3 Nov 2009 14:11:17 -0600 From: Ron Nickell <ronn(a)thinkwell.com> Subject: [otrs] Bulk Action Subject Field? To: otrs(a)otrs.org Message-ID: <9f5ac1100911031211n293fba77u48d846eac64c6979(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" Hello. Where in OTRS 2.4.5's SysConfig can I find the Subject field for the bulk action replies? I would like to populate it so I don't have to type in something each time I make a bulk ticket action. I've gone through everything I can think of with no success. Thanks, Ron

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Services cannot be added
by Keith Meyer 13 Nov '09

13 Nov '09

Hello, I'm running OTRS 2.3.7 with ITSM 1.2.4. I went to go add a service through the admin interface and it errored out with the following: Error: Need TypeID! Comment: Top of Form Bottom of Form Traceback: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Fri Nov 13 10:58:17 2009 Message: Need TypeID! Traceback (2835): Module: Kernel::System::Service::ServiceAdd (v1.9) Line: 525 Module: Kernel::Modules::AdminService::Run (v1.1) Line: 166 Module: Kernel::System::Web::InterfaceAgent::Run (v1.34) Line: 824 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 47 Module: (eval) (v1.87) Line: 204 Module: ModPerl::RegistryCooker::run (v1.87) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.87) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 Does anyone know where I start to look on how to fix this? Keith Meyer CrystaLink, Inc. Business Technologies 502-583-9907

1 0

Subcategories in CI Modules
by MMoj＠timocom.com 13 Nov '09

13 Nov '09

Hello OTRS Mailinglist, I need to create something like subcategories in the CI Module just like in the example. Maybe someone can help me with a way to do it or a work around CI Module->Software->Manufacturer->Product Software->Microsoft->Office Software->Microsoft->Operating System etc. Is it possible to enabel a listing like this? 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

2 5

Admin :: Auto Response<-> Queue
by benjamin anamoah 13 Nov '09

13 Nov '09

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Auto Response not working
by benjamin anamoah 13 Nov '09

13 Nov '09

Dear Colleagues, I am a new user of the OTRS and i am really finding problems working out with the Auto Response feature. I want customer users to automatically receive a mail from me via the auto response as soon as they send a new ticket. But this is not working even when i follow the hand book. Please i need some help and thorough explanation of how this can work. Thank you! Benjamin

1 0

Raw tickets in dashboard
by Diego Mayol 13 Nov '09

13 Nov '09

Hi All: Does anyone know how to add a new module in the dashboard just with the tickets from Raw Queue? Thank you Regards, DM

1 0

OTRS is working very slowly
by Altangerel 13 Nov '09

13 Nov '09

Dears I'm using OTRS 2.4.5 on FreeBSD 8.0 installed sparc 64 processor. OTRS is taking lot of resource. When I do any operation (i.e simple search, settings update) on OTRS, it takes about 1 or 2 minut. I checked out system performance by top command. Perl module is overloading CPU (95-1195). How can I solve this kind of problem? Please help me -- Altangerel Ganbold

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