- otrs - OTRS mailing lists

Set status automatically
by André Cavalcante 06 Apr '14

06 Apr '14

Hi there, I'd like to set status automatically to OPEN, once a ticket is LOCKED, so that I don't need to answer the tickets in order to change its status from NEW to OPEN. Do I need an ACL ou a Generic agent? -- *André Luiz C. e Cavalcante, PMP*

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Will the autoresponses only work for email tickets
by Alvaro Cordero 04 Apr '14

04 Apr '14

Hello, I am using OTRS 3.3.5 on a CentOS System I have being trying to make an autoresponse to go out to a customer whenever a new ticket gets created, but it only works when the new ticket is created by email, not when I create a Process ticket nor a Phone Ticket nor an Email Ticket. Since the autoresponse didn't work I tried with a Notification event for the ticketcreate event, but it has the exact same efect, it only goes out when the ticket is created by an incoming email but not when a phone, email or process ticket is created. I know you migth say, if the customer is calling give'em the ticket number or send a email afterwards.... Any advice will be appreciated. -- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro(a)gridshield.net www.gridshield.net

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Automatic Replies, Fetching Email
by Shannon Johnson 03 Apr '14

03 Apr '14

I've recently downloaded and installed OTRS 3.3.4 on Windows Server 2012 and for some reason the automated replies aren't being sent, and (probably related, but I've no idea how) it isn't fetching mail from the server every 10 minutes like the documentation says it should by default... Any help? Thanks in advance Shannon

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API - Assign DynamicField upon ticket creation
by Gergely Polonkai 02 Apr '14

02 Apr '14

Hello, I have a dynamic field called ZabbixEventID. When I create the ticket using the API, I'd like to set this field to something. As the API documentation doesn't say anything about this, I'm trying to achieve it like this: my $ticketID = $ticketObject->TicketCreate( Title => $subject, Queue => 'Raw', Lock => 'unlock', Priority => '3 normal', State => 'new', Type => 'Incident', OwnerID => 1, UserID => 1, DynamicField => { ZabbixEventID => 'thing', } ); My other try was my $ticketID = $ticketObject->TicketCreate( Title => $subject, Queue => 'Raw', Lock => 'unlock', Priority => '3 normal', State => 'new', Type => 'Incident', OwnerID => 1, UserID => 1, DynamicField_ZabbixEventID => 'thing', ); but neither worked. Can someone tell me The Right Way(TM)? Thank you in advance! Best, Gergey

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Atualizar OTRS 3.2.5 para 3.3.5
by Victor Franca 01 Apr '14

01 Apr '14

Prezados, boa tarde Tenho um Ubuntu Server 12.4.04 amd64 rodando com o otrs 3.2.5 Alguém tem algum tutorial para realizar a atualização para o 3.3.5? -- .................................................................. Atenciosamente Victor França Analista de Suporte EW Informática Rua Uruguaiana nº 10, Sala 309 - Rio de Janeiro, Centro. +55 21 93203 - 0368 (Opção 5) +55 21 99936 - 7575 (VIVO) e-mail: victor.franca(a)ewinfo.com.br GTalk: victor.franca(a)ewinfo.com.br

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otrs speed consideration
by Mimiko 30 Mar '14

30 Mar '14

Hello. Finally I managed to install and set-up a working OTRS v.3.3.6 to work without any memory leaks. It's working now stable. But the speed is very poor. For a customer to view any ticket, it must wait more than 10 sec. This is very much time. I verified that perl and modperl are used. DB is on separate host with good performance in mysql. Monitoring with top, htop and iotop does not show very much CPU or HDD utilization. There is 4 cores and it seems that otrs uses only one core. Rarely CPU is 100% in use. Also HDD use is less than 20MB/s. Where to dig to improve performance? Thanks -- Mimiko desu.

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Can't run Scheduler on otrs 3.3.4
by Mimiko 29 Mar '14

29 Mar '14

Hello. The scheduler can not start on system start-up, or using /etc/init.d/otrs-scheduler-linux start. The problem is in this: bin/otrs.Scheduler.pl -a status Not Running! *** glibc detected *** /usr/bin/perl: double free or corruption (!prev): 0x0000000001f9a1b0 *** And script hangs. I use Control+C to stop it. I didn't find out why is this error. My system is: Linux 3.2.0-4-amd64 #1 SMP Debian 3.2.54-2 x86_64 GNU/Linux Thank you for help. -- Mimiko desu.

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Re: [otrs] Prevent Escalation if ticket is locked
by Leah Kelly 28 Mar '14

28 Mar '14

We have a set up to where a ticket that has gone 60 minutes or over without a response is escalated. Once an action item is made, the time is supposed to reset, but it seems to be keeping the tickets in escalated view regardless. I am looking for a different way to say ‘I am working on this ticket’ - one that actually keeps it out of escalation and one that preferably doesn’t involve opening the ticket first.

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Re: [otrs] Prevent Escalation if ticket is locked
by Leah Kelly 28 Mar '14

28 Mar '14

The idea is that for certain clients that are managed by an specific agent, we don’t want other agents to touch those (since they are complicated set-ups or new clients that aren’t tickets that are easy to answer for anybody other than the managing agents). We’re looking for a quick flag where we can identify the ticket as ‘don’t touch, i’ve got this’ - they are opposed to the ‘locking’ ticket solution as (1) that involves opening a ticket and reviewing it (which is too much to expect when somebody is already behind) and (2) it doesn’t prevent escalation anyway. Is there such a flag, or such a solution?

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Re: [otrs] Prevent Escalation if ticket is locked
by Leah Kelly 28 Mar '14

28 Mar '14

Thanks, Gerald - can you think of another way we might accomplish our goal? For example, we could make a certain type of action item and set it up so if this was in the ticket, it would prevent escalation. Any ideas?

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