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AgentTicketEscalationView showing tickets with positiv escalation time?
by Fürtbauer Wolfgang 31 Mar '09

31 Mar '09

Dear all, shouldn't this view show only tickets with violated escaltion time (eg < 0)? How can I get rid of tickets without violation in this view? Best Wolfgang

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Re: [otrs] FAQ module - public FAQ not showing articles
by Craig Meirick 30 Mar '09

30 Mar '09

Okay, I managed to get the Top Ten Articles title to show up in my custom theme. I found a bunch of files that had not been updated in my current theme when I did the upgrade from 2.2 to 2.3 which makes perfect sense. I just copied the odd ones from /opt/otrs/Kernel/Output/HTML/Standard to my custom theme directory. Now I am just trying to figure out why my FAQ articles do show up in the Agent frontend but do not show in the Customer or Public frontends. Everything else is there - Categories and Subcategories - but no articles or last created, last changed, or Top Ten. Any help please? I have noticed an interesting clue to my situation. When I change the theme in my preferences to the one I created, the FAQ Agent view changes from showing the top 10 articles down the right hand side in the Standard view to not showing the top 10 articles in my custom view---everything else shows up the same. I am still leaning towards this as being a permissions issue, I just don't know where to begin look in /opt/otrs. If anybody has seen this or would have a reasonable tip on where to begin I would be very greatful. Thank you. > After the upgrade to 2.3.3 from 2.2.3, the FAQ is working great with one exception. The > Customer page is showing all the categories I have but none with any articles. The Public > page is showing 6 of the 10 categories with none of the articles. > > Agent interface is working well. > > When using 2.2.3 I was having some issues seeing all the public FAQ articles, some > categories showed all the public articles and some categories only showed some of the > public articles that were designated public. Now I have no articles showing on the public > frontend when most of them are designated "public state". > > I have the permissions configured per the instructions in the Admin interface. > > Does anyone have any advice as to where to look to make an adjustment to make these > articles show up? I suspect it is maybe a permissions issue within the files? Anyone know > where to look? > > > Thanks > > > > > > >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> > Craig Meirick, Help Desk/PC Support > Northeast Iowa Community College > <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~< > > --------------------------------------------------------------------- > 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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Re: [otrs] looking for help to update from OTRS 1.3.2 to 2.3.4
by Operacion Control 30 Mar '09

30 Mar '09

Hi Marc This is Carlos from México I did migrate several OTRS as you need Let me know the customization you have/need and operating system you have. At México I apply a fee of 200 usd for fresh installation and 300 usd for migrations. This fee are cheaper than Europe/Usa fees. If your are interested please write to carlosgo(a)behelper.com Best regards, Carlos --- On Thu, 3/26/09, Mercator GmbH <info(a)mercator.net> wrote: From: Mercator GmbH <info(a)mercator.net> Subject: [otrs] looking for help to update from OTRS 1.3.2 to 2.3.4 To: otrs(a)otrs.org Date: Thursday, March 26, 2009, 10:21 AM Hello, I am looking for someone who could help me to upgrade from my rather old OTRS 1.3.2. to the newest version (2.3.4), keeping all my customization working. Of course I will pay for this. But please, only freelancers who don't charge like a professional service, because I couldn't afford this. Please respond to info(a)mercator.net thanks, marc --------------------------------------------------------------------- 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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How to get a monthly report of tickets like this
by Luca Maranzano 30 Mar '09

30 Mar '09

Hi all, we are using OTRS 2.3.4 and we are very happy with it! We are in the need to generate a report with the following data: - For all the ticket of the last month in a particular Queue: - date and time of creation time - subject of the ticket - date and time of closing time - operator who worked on the ticket - (if possible) time elapsed between open and close time We have tryed the Stat module but without success. Is it possibile or is it necessary to query directly the Database? Thank you in advance. Kind regards, Luca

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FAQ module - public FAQ not showing articles
by Craig Meirick 30 Mar '09

30 Mar '09

After the upgrade to 2.3.3 from 2.2.3, the FAQ is working great with one exception. The Customer page is showing all the categories I have but none with any articles. The Public page is showing 6 of the 10 categories with none of the articles. Agent interface is working well. When using 2.2.3 I was having some issues seeing all the public FAQ articles, some categories showed all the public articles and some categories only showed some of the public articles that were designated public. Now I have no articles showing on the public frontend when most of them are designated "public state". I have the permissions configured per the instructions in the Admin interface. Does anyone have any advice as to where to look to make an adjustment to make these articles show up? I suspect it is maybe a permissions issue within the files? Anyone know where to look? Thanks >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<

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Re: [otrs] my SMTP Authentication
by Frans Stekelenburg 30 Mar '09

30 Mar '09

I think you need to check as admin, in SysConfig: Framework -> Core::Sendmail frans From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Bhushan Badgujar Sent: maandag 30 maart 2009 12:02 To: otrs(a)otrs.org Subject: [otrs] my SMTP Authentication HI Team, I am configure a otrs 2.3 ver. & I am used out hosting mail service, How to configure my smtp authentication in otrs Regard DISCLAIMER: This message contains privileged and confidential information and is intended only for an individual named. If you are not the intended recipient, you should not disseminate, distribute, store, print, copy or deliver this message. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete or contain viruses. The sender, therefore, does not accept liability for any errors or omissions in the contents of this message which arise as a result of e-mail transmission. If verification is required, please request a hard-copy version.

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Re: [otrs] my SMTP Authentication
by Frank Wall 30 Mar '09

30 Mar '09

Bhushan Badgujar wrote on Mon, Mar 30, 2009 at 12:02:07PM CEST: > How to configure my smtp authentication in otrs There is a nice hint in the OTRS handbook [1]: The sendmail settings for a smarthost can be configured either via the graphical administration frontend (Framework::Core::Sendmail) or via Kernel/Config.pm: # SendmailModule $Self->{"SendmailModule"} = "Kernel::System::Email::SMTP"; $Self->{"SendmailModule::Host"} = "mail.example.com"; $Self->{"SendmailModule::AuthUser"} = ""; $Self->{"SendmailModule::AuthPassword"} = ""; You just need to add these lines to your Kernel/Config.pm file and adjust the settings for Host, AuthUser and AuthPassword. [1] http://doc.otrs.org/2.3/en/html/c1308.html#email-sending-smtp Kind regards Frank Wall

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my SMTP Authentication
by Bhushan Badgujar 30 Mar '09

30 Mar '09

HI Team, I am configure a otrs 2.3 ver. & I am used out hosting mail service, How to configure my smtp authentication in otrs Regard bhushan1 DISCLAIMER: This message contains privileged and confidential information and is intended only for an individual named. If you are not the intended recipient, you should not disseminate, distribute, store, print, copy or deliver this message. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete or contain viruses. The sender, therefore, does not accept liability for any errors or omissions in the contents of this message which arise as a result of e-mail transmission. If verification is required, please request a hard-copy version.

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question on otrs customer password credential auto reply by otrs
by Jerry Ravs 30 Mar '09

30 Mar '09

sirs, hello, i am jay, a newbie in using otrs and was continually testing and trying to deploy this software on our network to be used for providing tech support for clients. i tried fiddling with the customer page (customer.pl) of otrs. i have tried the on-line demo of customer.pl in http://customer.otrs.org/otrs/customer.pl . if you will create an account(as customers) you will be notified for the password on the email you used as your username. does anyone have an instruction on how i can configure otrs so that, if a customer creates a new account, the otrs system will automatically email them for their user name and password. please email me the step by step procedure for doing this if you have any instructions. thank you very much in advance.

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Installing OTRS on Windows Vista manual - English version
by Afshar Mohebbi 28 Mar '09

28 Mar '09

Dear friends, Weeks ago I put an manual about Installing OTRS 2.3.x on MS Windows Vista, IIS 7.0 and MS SQL Server 2008 in my blog in Persian (Farsi). Now I provided an English version and put it in my blog too. Persian (Farsi) version: http://afsharm.blogspot.com/2009/02/otrs.html English Version: http://afsharm.blogspot.com/2009/03/installing-otrs-active-perl-on-windows.… Regards, Afshar Mohebbi

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