- otrs - OTRS mailing lists

Age of Closed Tickets
by Sripathi Ramadurai 09 Jun '09

09 Jun '09

Hello, We have started to use the OTRS system and have a problem with the Age of tickets. Once a ticket is closed successfully, the aging does not stop. Any way we can have the age stop on closed tickets? Any help is appreciated. Sri

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CustomerTicketMessage.dtl - Service Error
by Nathan Campbell 09 Jun '09

09 Jun '09

I have added about 10 entries in the Service module. I am having an issue with the New Ticket Customer front end - the Service drop down is only displaying the first 4 options. I have opened the CustomerTicketMessage.dtl file and found this section of code:  <tr> <td> </td> </tr> <tr> <td class="contentkey">$Text{"Service (optional)"}:</td> <td class="contentvalue">$Data{"ServiceStrg"}</td> </tr> <tr> <td> </td> </tr>  I am unable to find the definition file for $Data{"ServiceStrg"} - I assume there is another file where this variable is defined and the <input> HTML code is defined and that there is some kind of limition (return top 4 or something) on the data call. ---------------------------------- Environment ---------------------------------- OTRS 2.3.2 Windows 2003 IIS6 SQL2005 Nathan Campbell Dallas Symphony Orchestra

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Bedeutung der Farben und Blinken bei Queues
by Markus Opferkuch 09 Jun '09

09 Jun '09

Hallo zusammen, kann mir jemand erklären was die Farben bei den Queues bedeuten. Ich finde den Hinweis nirgends. Mit freundlichen Grüßen Opferkuch _______________________________________________ Markus Opferkuch Leiter Medien- und Informationszentrum Pädagogische Hochschule Schwäbisch Gmünd 73525 Schwäbisch Gmünd Tel. 07171/983-310 _______________________________________________

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Customer Permission
by yevgeniy.kolesnyk＠obi.ua 09 Jun '09

09 Jun '09

Good morning dear all, does anyone know how to add more permissions to customer? The default configuration suppose only two kind for customer ro and rw. I'd like to add createpermission to force customers to create all theirs tickets in one queue, but to be able edit them in other queue (after they moved there by agent). Thanks in advance! -- IMPORTANT NOTICE: This email is confidential, may be legally privileged, and is for the intended recipient only. Access, disclosure, copying, distribution, or reliance on any of it by anyone else is prohibited and may be a criminal offence. Please delete if obtained in error and email confirmation to the sender.

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is it mandatory for OTRS and mysql to be there in the same box.
by Katta, Lokesh Katta Subramanyam 09 Jun '09

09 Jun '09

Hi All, While creating the database using the installer, I am getting errors if I mention the database location to be a different system other than the localhost. Unable to get what could be wrong. Has anyone tried it? Best Regards, Lokesh K S

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otrs stats first response time
by Rachid Zarouali 08 Jun '09

08 Jun '09

Hy all, I'm knocking my head off working on : - creating a custom stat query which return for all tickets in a definied queue, the first response time. - creating a custom stat query which will return number of tickets in a definied queue who are below the first response escalation time and those who are +after the first response escalation time. anyone have already done that or know how to create the custom stat ? Thanks for your help, Rachid

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(no subject)
by Rachid Zarouali 08 Jun '09

08 Jun '09

Hy all, I'm knocking my head off working on : - creating a custom stat query which return for all tickets in a definied queue, the first response time. - creating a custom stat query which will return number of tickets in a definied queue who are below the first response escalation time and those who are +after the first response escalation time. anyone have already done that or know how to create the custom stat ? Thanks for your help, Rachid

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installation on FreeBSD Jail
by Jerais A. Al-Jeraisy 08 Jun '09

08 Jun '09

Hi all, well, i've this strange problem and i'm sure you gonna help me :-). - the problem is: when i run -though web- installer.pl or index.pl i'm getting this error message: "Function not implemented at /usr/local/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 93." - this is the environment that i'm gonna install OTRS on: FreeBSD 7.1. -Jailed-. Webserver: lighttpd-1.4.22 Perl version: v5.10.0 perl-OTRS modules: ./otrs.checkModules " o CGI............................ok (v3.43) o Date::Pcalc....................ok (v1.2) o Date::Format...................ok (v2.22) o DBI............................ok (v1.607) o DBD::mysql.....................ok (v4.010) o Digest::MD5....................ok (v2.38) o Crypt::PasswdMD5...............ok (v1.3) o LWP::UserAgent.................ok (v5.826) o IO::Scalar.....................ok (v2.110) o IO::Wrap.......................ok (v2.110) o MIME::Base64...................ok (v3.07) o Mail::Internet.................ok (v2.04) o MIME::Tools....................ok (v5.427) o Net::DNS.......................ok (v0.65) o Net::POP3......................ok (v2.29) o Net::POP3::SSLWrapper.......not installed! (not required / for SSL connections) o Net::IMAP::Simple..............not installed! (not required / for IMAP connections) o Net::IMAP::Simple::SSL......not installed! (not required / for SSL connections) o Net::SMTP......................ok (v2.31) o Authen::SASL................ok (v2.12) o Net::LDAP......................not installed! (not required / for directory authentication) o GD.............................ok (v2.41) o GD::Text....................ok (v0.86) o GD::Graph...................ok (v1.44_01) o GD::Graph::lines............ok (v1.17) o GD::Text::Align.............ok (v1.18) o PDF::API2......................ok (v0.73) o Compress::Zlib..............ok (v2.015) o XML::Parser....................ok (v2.36) " this is the first time i'm getting this with OTRS, and i'm struggling since 2days to solve it. appreacitaced your help in advance. -- Jerais A. Al-Jeraisy, RHCE Sr. Systems Specialist email: root(a)jerais.com website: http://www.jerais.com "Knowledge is power, and power corrupts. Study hard, Be evil!" --unknown

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AccountedTime PDF Output
by sander vink 08 Jun '09

08 Jun '09

Hi all! I am running OTRS 2.3.4 on a Fedora 9 core. Is it possible to configure the PDF output in Search? I'd like to add "AccountedTime" ( the working hours ) to that PDF export. Hope you can help me. Thanks a lot! Kind regards, Sander Vink

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New OTRS install / New OTRS user question about user managament
by Jack Blalock 05 Jun '09

05 Jun '09

Hello All Not only am I a new user to OTRS, I also have never used a mailing list (but I have used forums for discussion and questions elsewhere on the net) so please excuse if my question does not seem to be formatted correctly. I think its a basic issue I have: I'm in the process of setting up the OTRS system for the first time. I'm logged in as the administrator and I'm looking at the "Admin-Area" interface. I created a couple of users and I have created a couple of groups. When I click/select "[users]" I do not see a list of users under "List:" on the right hand pane, yet when I select "[Groups]" I see a list of the default (OTRS system default) groups AND the groups I have created. Can someone direct me to a setting/tweak to the system to have the list of users displayed? -- Thanks Jack Blalock

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