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sort order of the QueueView by last open
by Jose Manuel Pacheco 24 Apr '14

24 Apr '14

I need puts the ticket that i open for see the message at the top list, when i click in the back link, at the M and L views. It is possible?

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Re: [otrs] Automatic Replies, Fetching Email
by Shannon Johnson 18 Apr '14

18 Apr '14

I see a lot of "Scheduler service is stopping due a restart." - Every day at 3:29 to be exact. I don't see anything else interesting. ------ Shannon -----Original Message----- From: Kevin Buchanan [mailto:ksbuchanan@gmail.com] Sent: Tuesday, April 08, 2014 8:23 PM To: otrs_archive(a)googlegroups.com Cc: 'User questions and discussions about OTRS.'; User questions and discussions about OTRS.; Shannon Johnson Subject: Re: [otrs] Automatic Replies, Fetching Email Check the log file: OTRS\OTRS\var\log\otrs.log I'm running 3.3.5 on 2008, and mail fetch/send is working correctly. -Kevin

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New icons in otrs 3.3?
by Ralf Hildebrandt 18 Apr '14

18 Apr '14

The icons in the top left corner look (to me at least) a bit strange. They look as if they were actually two icons each, one on top of each other. See here: http://www.arschkrebs.de/bugs/otrs.png Is that normal? -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebrandt(a)charite.de Campus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155

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open ticket report monthly
by KalyanaChakravarthy MP 17 Apr '14

17 Apr '14

Sql Query: SELECT ticket.tn, ticket.id,ticket_history.state_id,ticket_state.name, max(ticket_history.change_time) AS change_time FROM ticket_history LEFT JOIN ticket ON (ticket.id = ticket_history.ticket_id) LEFT JOIN ticket_state ON (ticket_state.id = ticket_history.state_id) LEFT JOIN ticket_state_type ON (ticket_state_type.id = ticket_state.type_id) WHERE ticket_history.history_type_id = 27 AND ticket_state_type.name !="closed" GROUP BY ticket.tn; At the moment it just groups the records and only gets the max date and not the row associated with the max date Thank you & Regards, Kalyana chakravarthy M .P, Sr software Engineer

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DB Tables
by André Cavalcante 17 Apr '14

17 Apr '14

Hi there, Once I don't have a graphic dashboard plugin, I'd like to build some queries on otrs db (mysql) to show the results in Pentaho. Problem: I don't know in which table data are. Desired result: A graphic dahsboard that shows: - how many tickets are in each queue - how many tickets are locked and unlocked in each queue - how many tickets have escalated per queue - how many tickets per agent, per queue - survey results and other that my imagination can think about. Does anyone know where I can get these information? Thanks -- *André Luiz C. e Cavalcante, PMP, PRINCE2* ITS Manager

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lost password link is not displayed
by Darshak Modi 17 Apr '14

17 Apr '14

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Re: [otrs] DB Tables
by Steve Clark 17 Apr '14

17 Apr '14

On 04/17/2014 07:30 AM, Gerald Young wrote: > sum(case when t.ticket_lock_id = 1 then 1 else 0 end) as unlocked select q.name queue, sum(case when t.ticket_lock_id = 1 then 1 else 0 end) as unlocked, sum(case when t.ticket_lock_id = 2 then 1 else 0 end) as locked from ticket t left join queue q on q.id=t.queue_id left join ticket_state ts on ts.id = t.ticket_state_id group by q.name order by q.name; Worked great, Thanks! -- Stephen Clark *NetWolves Managed Services, LLC.* Director of Technology Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com http://www.netwolves.com

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ITSM Change Management
by Gergely Polonkai 14 Apr '14

14 Apr '14

Hello, is there anyone on this list who has successfully implemented a Change in ITSM 3.x? I have tried and tried, but cannot go forward from requested to approved state. Is there a fully blown tutorial on this? Thanks in advance! Best, Gergely

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Ignoring out-of-office autoreplies
by Sander Goudswaard 07 Apr '14

07 Apr '14

I'd like to avoid autoreplies from customers (out of office etc.) to re-open my tickets, or change the state from Pending-customer to Open. Found these references: https://otrsteam.ideascale.com/a/dtd/Out-of-office-auto-replies/114882-10369 http://blog.otrs.org/2010/10/22/dont-let-out-of-office-emails-change-your-t… Has anyone implemented a solution like this? I'm of course looking for something that survives upgrades and doesn't require too much fiddling. Thanks, Sander

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dashboard new collumn
by André Cavalcante 06 Apr '14

06 Apr '14

Hi there, I'd like to add a collumn in Dashboard New Tickets to show the customer's company and his/her name. Is it possible? Any advice? I'm using OTRS 3.3.5. Thanks, -- *André Luiz C. e Cavalcante, PMP*

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