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Report on time per project (dynamic field)
by Will Sheldon 29 Aug '14

29 Aug '14

Hello all :) We have a dynamic field added to track project number (if this is the wrong way to add project accounting I’d be happy to know the correct way). We also have time units enabled and made mandatory (Frontend::Agent; Ticket::Frontend::AccountTime - Yes; Ticket::Frontend::NeedAccountedTime - Yes) I’m trying to produce a report covering the last week showing time per project (totals) and time per project broken down by ticket, listing clientID, ticket#, subject and project. Firstly, I have no idea how to do this :( I’ve had a play around with the stats generator to no avail. I’m not even sure if I should be using TimeAccounting or TicketAccountedTime.. Secondly, I’m not sure how to display just time for the last 7 days (some tickets remain open for several weeks and can accrue upwards of 30-40 hours work) If anyone has done this I’d love to have a chat. If anyone can provide support in getting this setup I’d be happy to pay for a little training… Will Sheldon IT Manager Office: 604 568 0313 x114 Fax: 604 568 0314 Cell: 778 689 1244 Skype: will.sheldon #300-152 West Hastings Vancouver, BC, V6B 1G8 Canada www.appnovation.com Click here to unsubscribe from further Appnovation communications.

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Help: columns in dashboard corrupted
by Sander Goudswaard 22 Aug '14

22 Aug '14

All, I updated OTRS 3.3.7 to 3.3.8 and now my dashboard columns are corrupted. - The title column shows the age in the new tickets widget - in another widget the title column shows the customer name, and the owner column shows the ticket number I tried deleting the caches, generating new cache, reset permissions, rebuild config, change theme, delete my browser caches, nothing helps! Hope you can help me. Regards Sander

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Lots of email from otrs
by Farooq Hussain 21 Aug '14

21 Aug '14

Dear OTRS, Please help me. Whenever ticket is created or updated I receive thousand of email from OTRS Notification Master and My email get stuck please help me to resolve this issue. -- Thanks Farooq Hussain

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[help]Associate Service to Queue when creating ticket in both Customer and agent portal.
by Jean-Pierre Zurbrügg 20 Aug '14

20 Aug '14

Hello everyone, Running OTRS 3.3.8 I am trying to filter Services based on the selected queue in both the customer New Ticket creation window and the Agent Phoneticket, emailticket creation window. I have searched through the mailing list and came up with this post but it seems as it never got resolved. The link posted is also dead (404 not found). Thus far my ACL is correctly filtering out the services I do not want in the customer portal only. I have used both the Config.pm methods and the Agent portal ACL Management module. Here is my current ACL that works on the customer portal (ACL Management GUI module export): ConfigChange: Possible: Ticket: Service: - '[regexp]<Parent Service Name>.*' ConfigMatch: Properties: Ticket: Queue: - <Queue Name> Config.pm example: $Self->{TicketAcl}->{'ACL-Name-20'} = { # Match properties Properties => { Queue => { Name => ['<Queue Name'], }, }, Possible => { Ticket => { Service => { Type => '<parent Service Name>', }, }, }, I am currently using a test customer user that has all services enabled. I have also tried using 'PosibleNot' but I can't get the Agent Portal to only show the services associated with the selected Queue. Any push to the right direction would be greatly appreciated. Thanks in advance for any tips given, Jean-Pierre Z.

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Re: [otrs] : Empty "SearchTab"
by S.Krueger＠aswo.com 20 Aug '14

20 Aug '14

Hi ! yes, the same problem with the default skin(s). Stefanie Message: 3 Date: Wed, 20 Aug 2014 03:18:10 +0200 From: Florian Edlhuber <florian.edlhuber(a)gmx.de> Subject: Re: [otrs] : Empty "SearchTab" To: otrs(a)otrs.org Message-ID: <1408497490.509545.40232974.571.2(a)otrs.edlhuber.net> Content-Type: text/plain; charset="utf-8" Hi, 19.08.2014 19:10 - S.Krueger(a)aswo.com schrieb: > Hi ! > > after updating to version 3.3.8 the tab for "FulltextSearch" is empty. > The function is still there , but the tabname is not there. > Where can I "rename" it ?! it seems that you have your own skin/theme. is it working with default skin? old skins are not compatible. Flo -- Florian

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Empty "SearchTab"
by S.Krueger＠aswo.com 20 Aug '14

20 Aug '14

Hi ! after updating to version 3.3.8 the tab for "FulltextSearch" is empty. The function is still there , but the tabname is not there. Where can I "rename" it ?! Best regards, Stefanie Krüger

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dynamic field for problem resolution
by Justin Cole 19 Aug '14

19 Aug '14

I would like to enter several dynamic fields to use as problem resolution categories on ticket close. Generally, when closing a ticket, we actually reply to it with an email instead of actually using the “close” interface. This leaves me with a question of where I should add the dynamic fields in Frontend::Agent::Ticket::. Can someone point me in the right direction? Thanks! Justin Cole ECHO Labs LLC CONFIDENTIALITY NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message.

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OTRS process management for public interface
by Ohliger, Christoph 19 Aug '14

19 Aug '14

Hi, does anyone knows a way to provide OTRS processes within the public interface ? We want to integrate some processes without any authentication ... regards Christoph

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Where are the Template Modules?
by Gerald Young 18 Aug '14

18 Aug '14

I had a post in a HowTo relating to Event Template Modules, and the current documentation references them: http://otrs.github.io/doc/manual/developer/3.3/en/html/otrs-module-layers.h… but the location of the source code for them isn't as visible (to me) on github as it was for cvs. Does someone know so I may update my (very old) links?

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Meaning of "Last..." in statistics
by Lars Jørgensen 17 Aug '14

17 Aug '14

Hi, When I select "Last 30 days", for instance, in a statistic to appear on the dashboard, it doesn't include today. It really is "Previous 30 days". Is this intentional, or am I missing something? It's not great for a live show of closed ticket, when you can't see today's action. -- Lars

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