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Can't see services when creating a ticket as Agent
by Eladio Jose Cousiño Godoy 24 Aug '15

24 Aug '15

Hi, I'm trying to create a ticket as an Agent but when i click the list, there's no services there. Any idea of what i'm doing wrong? -- José Cousiño Departamento de Seguridad Informática S.E.T - http://www.set.gov.py/

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Custom Notification Script
by Holger Erb 24 Aug '15

24 Aug '15

Hello Andrea, you can use event-based notifications for such customer notifications. We use it when we move a ticket from 1st level team to 2nd level team and notify the requestor that 2nd level is now dealing with the request/ticket. Please see under ADMIN - Ticket Settings Area - Notifications (Event) MIT FREUNDLICHEN GRUESSEN / WITH KIND REGARDS HOLGER ERB | IT TEAM LEADER CLIENT SERVICES & COMPLIANCE (GTS) | MSX INTERNATIONAL OFFICE: +4922194700141 | MOBILE: +491638471062 | MAILTO: HERB(a)MSXI-EURO.COM ---------------------------------------------------------------------- Message: 1 Date: Wed, 19 Aug 2015 14:45:26 +0100 From: Andrea Iannucci <andrea.iannucci(a)firstclarity.com> Subject: [otrs] Custom Notification Script To: otrs(a)otrs.org, FC infrastructure <infrastructure(a)firstclarity.com> Message-ID: <55D48876.9080607(a)firstclarity.com> Content-Type: text/plain; charset=utf-8; format=flowed Hi everyone, i'm quite new to OTRS and i'm trying to add a custom notification method on ticket status change (new, followup, close). I would like to integrate OTRS with Slack, so i wrote the script to post on Slack (using curl command line). I was able to create a generic agent and it is working, but he is notifing me about all the tickets that match a specific status on a crontab manner that i've set in the agent configuration. What i would like to acchieve is to have a notification (as it correctly working for emails) everytime there is a new ticket, or an existing ticket get a reply from the customer and when a ticket get closed. So, i think that work with the agent is not the right place, i feel like i've to create a notification script, but i dont know how to acchieve this (and apparently all the information i've found online didnt help me that much). So, anyone can help me out on this? I just need to hit a bash script (so a command line) everytime there is a status change on a ticket. Thanks in advance Best regards Andrea Iannucci ------------------------------

3 11

Custom Notification Script
by Andrea Iannucci 24 Aug '15

24 Aug '15

Hi everyone, i'm quite new to OTRS and i'm trying to add a custom notification method on ticket status change (new, followup, close). I would like to integrate OTRS with Slack, so i wrote the script to post on Slack (using curl command line). I was able to create a generic agent and it is working, but he is notifing me about all the tickets that match a specific status on a crontab manner that i've set in the agent configuration. What i would like to acchieve is to have a notification (as it correctly working for emails) everytime there is a new ticket, or an existing ticket get a reply from the customer and when a ticket get closed. So, i think that work with the agent is not the right place, i feel like i've to create a notification script, but i dont know how to acchieve this (and apparently all the information i've found online didnt help me that much). So, anyone can help me out on this? I just need to hit a bash script (so a command line) everytime there is a status change on a ticket. Thanks in advance Best regards Andrea Iannucci

3 3

Ticket History
by Holger Erb 21 Aug '15

21 Aug '15

Hello Nick, Ticket-id is the OTRS internal id for a ticket and Ticket-Number is the number of the ticket which an agent will see in the dashboard per example. Ticket-ID will be seen as well in a notification e-mail, the included URL in this e-mail will show at the end the internal Ticket-ID. If you have access to the OTRS database directly, via excel per example, list the content of the table "ticket", the column id contains the internal id of the ticket the column tn contains the number of the ticket You can trust the history of OTRS. If an account gets listed as the initiator of the action "move", you can be sure that this account has done it. But yes, the owner of this user-account could have shared username/password with somebody or somebody has misused the credentials. For the action "Change Owner" - the new owner should get an e-mail notification. Maybe helpful as well If not already done, make sure that the pw gets changed asap for this account. MIT FREUNDLICHEN GRUESSEN / WITH KIND REGARDS HOLGER ERB | IT TEAM LEADER CLIENT SERVICES & COMPLIANCE (GTS) | MSX INTERNATIONAL OFFICE: +4922194700141 | MOBILE: +491638471062 | MAILTO: HERB(a)MSXI-EURO.COM

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Ticket History
by Nick Bright 20 Aug '15

20 Aug '15

Is there any more detail for ticket history available in the database that might not be in the UI? I have a ticket which had its' ownership changed, and moved to another queue. The Agent whom the action was logged under states that they didn't take the action, and all other queried employees stated "I didn't touch that ticket". So, how can I determine what actually happened with this ticket? For example, is the IP address of the agent logged in the DB somewhere - maybe I could see what machine it was? -- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - ----------------------------------------------- This email message and any attachments are intended solely for the use of the addressees hereof. This message and any attachments may contain information that is confidential, privileged and exempt from disclosure under applicable law. If you are not the intended recipient of this message, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply E-mail and immediately delete this message from your system.

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Appliance - expand drive space?
by Lance Cotton 19 Aug '15

19 Aug '15

I have the OTRS4 appliance running in ESXi 5. The /TARGET/SHARE mount just ran out of space. Is there any way to expand the drive or partition beyond the 4.0GB that it started at?

2 1

Custom Notification Script
by Andrea Iannucci 19 Aug '15

19 Aug '15

Hi everyone, i'm quite new to OTRS and i'm trying to add a custom notification method on ticket status change (new, followup, close). I would like to integrate OTRS with Slack, so i wrote the script to post on Slack (using curl command line). I was able to create a generic agent and it is working, but he is notifing me about all the tickets that match a specific status on a crontab manner that i've set in the agent configuration. What i would like to acchieve is to have a notification (as it correctly working for emails) everytime there is a new ticket, or an existing ticket get a reply from the customer and when a ticket get closed. So, i think that work with the agent is not the right place, i feel like i've to create a notification script, but i dont know how to acchieve this (and apparently all the information i've found online didnt help me that much). So, anyone can help me out on this? I just need to hit a bash script (so a command line) everytime there is a status change on a ticket. Thanks in advance Best regards Andrea Iannucci

1 0

Kanban or Scrum board for OTRS
by Hartmut Goebel 18 Aug '15

18 Aug '15

Hi, I'm looking to a way to visualize tickets as Kanban- or Scrum-board. Any hints? -- Schönen Gruß Hartmut Goebel Dipl.-Informatiker (univ), CISSP, CSSLP Information Security Management, Security Governance, Secure Software Development Goebel Consult, Landshut http://www.goebel-consult.de Blog: http://www.goebel-consult.de/blog/install-cyanogenmod-on-s3-mini-using-linux Kolumne: http://www.cissp-gefluester.de/2011-08-horrorszenario-bring-your-own-device

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[5.0.0.beta1] How to create customers with otrs.Console.pl?
by Marc Baudoin 17 Aug '15

17 Aug '15

Hi, I'm testing version 5.0.0.beta1 and i've noticed, if I'm not mistaken, that otrs.Console.pl can't create customers. There's an Admin::CustomerUser::Add command but no Admin::Customer::Add. Am I right? Is it possible/planned to add it (I can try to contribute the code if needed)? -- Marc Baudoin <mba(a)witbe.net> adjoint du responsable du service opérations Witbe - http://www.witbe.net/fr/

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Re: [otrs] Deploy OTRS configuration from test environment to production environment
by Samuel Diniz Casimiro 13 Aug '15

13 Aug '15

Hi guys, Thank you so much. But I think I wasn't clear enough. Imagine I already have two environments, both operational and identical at time zero: one for testing and one for production. Every time a request for change OTRS configuration arrives (some new configuration, a new dynamic field, a new ACL, new process, everything about configuration etc), I need to implement it, test it and then deploy it to production, like any other application. In other words, I need to export/import all configuration data on a regular basis, but should leave the other production data intact (history of tickets, articles etc...). So drop the database is not an option. Any idea? Thanks

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