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Unwanted unlock of tikcet ?
by Patrik Forsberg 12 May '09

12 May '09

When an agent searches for a ticket and opens a ticket that is currently "soved" aka. locked it seem to unlock the ticket and open it again ? This is.. unwanted but I can't figure out how to disable this feature ? --- Patrik Forsberg

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How to create a report on time used
by Olli Aro 12 May '09

12 May '09

Hi all, Does anyone know how I can compile a list of fix time used to fix tickets for all tickets in a single queue? I use field "Time units (work units)" in order to record time for every ticket, but now it would be useful to be able to see somehow the sum of time for all tickets. Regards, Olli

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Query about FreeText in OTRS v1.3.1 and also Upgrading questions
by paul.mcilfatrick＠bt.com 12 May '09

12 May '09

> We have been happily using OTRS 1.3.1 on Suse 9 since 2005 and it has > been working flawlessly (I know v1.3.1 is very old but works the way > we want it so there has never been an incentive to upgrade!) . > > A feature we use is FreeText fields which we pre-fill using an sql > statement in a Perl script that is run when an new ticket with a > keyword in its subject field is automatically moved to a certain > queue. > > With OTRS 1.3.1 we can have up 8 FreeText fields and when you zoom in > on a ticket all these are displayed on the right of the window. > However, when you click on the 'Free Text' option only 4 FreeText > fields are presented for editing! > > I am sure this has been fixed in a later version of OTRS but is it > something easily fixed in the present version by editing a file/files? > > > This brings me to thinking about upgrading as our system is old but we > only have our working system and we have no backup system that I can > test a upgrade on. Also, I have inherited the OTRS system so I do not > know much about it. > > > Question: > > From reading the various documents it seems that the process of > upgrading OTRS must be done in steps. Am I correct in that I cannot go > from version 1.3.1 straight to the present version but must do it in > steps. If I am correct, what steps must be taken to get up to the > current version of OTRS? > > > Question: > > Reading the UPGRADING file that came with version 1.3.1 (I see that it > is present in every subsequent release) one of its points says "Backup > everything (database, Kernel/Config.pm, Kernel/Config/GenericAgent.pm, > var/*)". > > I can backup the files and directories mentioned but is there any > documentation of how to backup the MySQL database as I have little > experience with it? > > > Thanks > > > Paul >

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merged mails are not seen at selected queue?
by Amanpreet Singh 12 May '09

12 May '09

hi, i am new to otrs, using otrs 2.2 on a debian system. when i merge the tickets by bulk action, the merged tickets are not shown in the support queue. but when search for that tickets, search results shows the ticket in that support queue. how should i show the merged tickets in support queue.? -- regards: Amanpreet Singh

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csv export
by sander vink 12 May '09

12 May '09

Hi all, I like to add the "Solution" and "closing time" of a ticket to csv export in the search section? I'm using Fedora 9, with OTRS 2.3.4 (ITSM 1.2.3). So is it possible to add it to csv export? I looked at de AdminSysConfig -> Ticket::Frontend::AgentTicketSearch###SearchCSVData But i don't know which text fields i can add(which name)? thanks all! Kind regards, Sander The netherlands

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ActivePerl and Windows
by Jeff Travers 12 May '09

12 May '09

I've opted to do a manual install of OTRS with ActivePerl on Windows. Are 2.3.4 and 2.4.x compatible with ActivePerl 5.10.0.1004?

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Signature question
by Patrik Forsberg 11 May '09

11 May '09

Hi, Can you somehow add the email address and queue name of the queue the ticket is in, in the signature ? --- Patrik Forsberg

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Re: [otrs] otrs Digest, Vol 8, Issue 24
by Amanpreet Singh 11 May '09

11 May '09

hi Yevgeniy, if u want ur 20 customer of a same company want to see each other tickets make the 20 customers with the same IDs . -- regards: Amanpreet Singh On Mon, May 11, 2009 at 5:30 PM, <otrs-request(a)otrs.org> wrote: > 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. Company tickets. (yevgeniy.kolesnyk(a)obi.ua) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Mon, 11 May 2009 14:27:55 +0300 > From: yevgeniy.kolesnyk(a)obi.ua > Subject: [otrs] Company tickets. > To: otrs(a)otrs.org > Message-ID: > <OF47A7252A.E0C04F0B-ONC22575B3.003DD319-C22575B3.003F03C9(a)obi.de> > Content-Type: text/plain; charset="us-ascii" > > > Hello all, > > does anyone know easier way to show to all customers all tickets than > adding to "CustomerIDs" all other user IDs? > It is not very convinient when you have 20 customers and with adding new > you I should load setting of each customer and add there new ID and to > this new customer you should add all other 20 IDs. > > Thanks in advance! > > -- > Best regards, > Yevgeniy > > -- > 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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Company tickets.
by yevgeniy.kolesnyk＠obi.ua 11 May '09

11 May '09

Hello all, does anyone know easier way to show to all customers all tickets than adding to "CustomerIDs" all other user IDs? It is not very convinient when you have 20 customers and with adding new you I should load setting of each customer and add there new ID and to this new customer you should add all other 20 IDs. Thanks in advance! -- Best regards, Yevgeniy -- 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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Attachment into CI
by Jose Carlos Ávila Guiñón 11 May '09

11 May '09

Hello, I´m interested in attach a file (.doc, .pdf) into a CI, for example to assign a document of warranty at one computer, or a contract for a SLA. Is it possible? Regards, Jose Carlos.

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