Hi Tabitha,
Unfortunatly this is not possible
I would love this feature too
There are some pretty good changens made to the FAQ module recently, which I have not been able to test all the way
But OTRS doesn't "count" the used response so far, but only copies its content in the email response
It should not be too hard to implement, but it is not there at the moment
Regards,
Peter
-----Oorspronkelijk bericht-----
Van: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Namens Tabitha Stang
Verzonden: woensdag 14 november 2007 15:45
Aan: otrs@otrs.org
Onderwerp: Re: [otrs] Counting responses used
Hi Gabriele,
Thanks so much for your reply!
I actually do mean "response", like in the table standard_response.
Basically I want to count how many times we've used each standard_response
(by standard response name) in all of the e-mails we've ever sent
externally.
Unfortunately all attempts I've made to link the name of the standard
response to outgoing messages have failed.
If there is any further help you can provide, I would be so very grateful!
Thanks!
Tabitha
Date: Mon, 12 Nov 2007 19:37:17 +0100
From: "Gabriele D'Andrea" <gabriele.dandrea@ecohmedia.com>
Subject: Re: [otrs] Counting responses used
To: "User questions and discussions about OTRS.org" <otrs@otrs.org>
Message-ID: <013901c8255b$0dc9a6b0$8e04a8c0@nettezza>
Content-Type: text/plain; format=flowed; charset="iso-8859-1";
reply-type=original
I think you mean the artcile type:
in table ARTICLE , the filed ARTICLE_TYPE_ID refers to the table
ARTICLE_TYPE, where are stored the article names (e.g. email-external, which
is the article type you are looking for, is referred to ID 1)
Always refer to the database structure published in
ftp://ftp2.otrs.org/pub/otrs/misc/otrs-2.0-database.png
Bye
Gabriele
----- Original Message -----
From: "Tabitha Stang" <stang@cleverbridge.com>
To: <otrs@otrs.org>
Sent: Thursday, November 08, 2007 11:45 AM
Subject: Re: [otrs] Counting responses used
> Hi Gabriele,
>
> Thanks so much for this!
>
> Unfortunately it doesn't seem possible to actually find out the name of
> the
> response used for an article sent by an agent, or am I somehow
> misunderstanding the tables?
>
> Thanks again!
> Tabitha
>
> =============================================
>
> Date: Wed, 7 Nov 2007 14:56:42 +0100
> From: "Gabriele D'Andrea" <gabriele.dandrea@ecohmedia.com>
> Subject: Re: [otrs] Counting responses used
> To: "User questions and discussions about OTRS.org" <otrs@otrs.org>
>
> You have got to query the database directly to do this.
> First you got to understand the database structure
> Take a look at
> ftp://ftp2.otrs.org/pub/otrs/misc/otrs-2.0-database.png
>
> As a quick suggestion, you could point attention to the article table:
> here
> you find the different notes, replies etc. that compose a ticket, in the
> same table, the a_to filed contains the addressee of your replies.
>
> Hope this helps
> Gabriele
> ----- Original Message -----
> From: Tabitha Stang
> To: 'User questions and discussions about OTRS.org'
> Sent: Wednesday, November 07, 2007 2:11 PM
> Subject: [otrs] Counting responses used
>
>
> Hi,
>
>
>
> My company would like to see how many incoming contacts we answer with
> each of our responses.
>
>
>
> I don't see this possibility under "Stats" or "Search".
>
>
>
> Does anyone have a solution or a good workaround for this?
>
>
>
> Thanks so much!
>
> Tabitha Stang
>
>
>
>
>
>
----------------------------------------------------------------------------
> --
>
>
> _______________________________________________
> 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
> Support or consulting for your OTRS system?
> => http://www.otrs.com/
> -------------- next part --------------
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>
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>
> ------------------------------
>
> Message: 4
> Date: Wed, 07 Nov 2007 15:05:02 +0100
> From: Daniele <daniele.cordella@iss.it>
> Subject: [otrs] two problems with LDAP authentication
> To: otrs@otrs.org
> Message-ID: <4731C60E.4070602@iss.it>
> Content-Type: text/plain; charset=UTF-8; format=flowed
>
> I updated otrs from 2.0.4 to 2.2.3 yesterday on my debian server.
> I didn't change the db. I am still using the previous installation mySQL
> db.
>
> Today, if I use internal DB authentication
> I can get inside my OTRS as admin and all is fine.
>
> But, if I change my kernel/config.pm to use LDAP authentication, I get
> the following two problems.
>
> 1st. I no longer can get in as DB admin, I MUST use a different admin
> account from MS AD.
> 2nd. I no longer can get/see the edit field to enter user names on the
> left side of the [ User Management ] area of the admin > [ User ] section
>
> Can someone help me, please?
> Thank you in advance.
> Daniele
>
> ------------------------------
>
> Message: 5
> Date: Wed, 07 Nov 2007 10:07:34 -0500
> From: Andy Lubel <andy.lubel@gtsi.com>
> Subject: Re: [otrs] Installing on a shared hosted server
> To: "User questions and discussions about OTRS.org" <otrs@otrs.org>
> Message-ID: <C3573EE6.B054%andy.lubel@gtsi.com>
> Content-Type: text/plain; charset="us-ascii"
>
> Not possible.
>
> Good news though, 90% of web hosting companies (I use joyent/textdrive)
> give
> shell access, and tons of other useful services for <15$ a month.
>
> Only problem is you better hope that they have all the little perl modules
> installed :)
>
> Ideal situation is to get some type of virtual host. Theses types of
> virtualized offerings are getting cheaper all the time.
>
>
> -Andy
>
>
>
> On 11/7/07 2:04 AM, "Nishen Naidu" <nishenn@omniflex.com> wrote:
>
>> Hi,
>>
>> Is it possible to install OTRS on a shared hosted server where there is
>> no
>> access
>> to the terminal(command line)?
>> If so, are there any instructions on how to do it?
>>
>> Thanks
>> Nishen
>>
>>
>> _______________________________________________
>> 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
>> Support or consulting for your OTRS system?
>> => http://www.otrs.com/
>
>
>
> -------------- next part --------------
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>
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> t-0001.html
>
> ------------------------------
>
> Message: 6
> Date: Wed, 07 Nov 2007 16:11:42 +0100
> From: Richard Hinkamp - BeSite <richard@besite.nl>
> Subject: Re: [otrs] Installing on a shared hosted server
> To: "User questions and discussions about OTRS.org" <otrs@otrs.org>
> Message-ID: <4731D5AE.1030705@besite.nl>
> Content-Type: text/plain; charset=ISO-8859-1; format=flowed
>
>> Not possible.
>
> Is possible.
> When the server has all perl modules, you can upload OTRS and with the
> correct config it will run. The only thing you probably need is a way to
> install cronjobs (POP3 fetching, pendingjobs). When you have a web
> interface for that, you should be ok.
>
> Richard
>
> ------------------------------
>
> Message: 7
> Date: Wed, 07 Nov 2007 11:30:07 -0500
> From: Andy Lubel <andy.lubel@gtsi.com>
> Subject: Re: [otrs] Installing on a shared hosted server
> To: "User questions and discussions about OTRS.org" <otrs@otrs.org>
> Message-ID: <C357523F.B061%andy.lubel@gtsi.com>
> Content-Type: text/plain; charset="US-ASCII"
>
> Just be advised:
>
> Installing OTRS without root permissions and restricted access to the
> system is heavy or even inpossible depending on the system you or your
> provider is using. We recomment to use a dedicated root server to run
> OTRS where the environment fids the needs of OTRS, web hosting
> environments very ofthen do not include the system features needed to run
> OTRS properly (full access to the apache configuration, adding and editing
> cron jobs, using mod_perl, e.g.).
>
>
http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&CategoryID=31&ItemID=235
>
>
>
> On 11/7/07 10:11 AM, "Richard Hinkamp - BeSite" <richard@besite.nl> wrote:
>
>>> Not possible.
>>
>> Is possible.
>> When the server has all perl modules, you can upload OTRS and with the
>> correct config it will run. The only thing you probably need is a way to
>> install cronjobs (POP3 fetching, pendingjobs). When you have a web
>> interface for that, you should be ok.
>>
>> Richard
>> _______________________________________________
>> 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
>> Support or consulting for your OTRS system?
>> => http://www.otrs.com/
> --
>
>
>
> ------------------------------
>
> _______________________________________________
> otrs mailing list
> otrs@otrs.org
> http://lists.otrs.org/cgi-bin/listinfo/otrs
>
>
> End of otrs Digest, Vol 52, Issue 19
> ************************************
>
> _______________________________________________
> 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
> Support or consulting for your OTRS system?
> => http://www.otrs.com/
> v 2007 11:45:11 +0100
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>
> Hi Gabriele,
>
> Thanks so much for this!
>
> Unfortunately it doesn't seem possible to actually find out the name of
> the
> response used for an article sent by an agent, or am I somehow
> misunderstanding the tables?
>
> Thanks again!
> Tabitha
>
> =============================================
>
> Date: Wed, 7 Nov 2007 14:56:42 +0100
> From: "Gabriele D'Andrea" <gabriele.dandrea@ecohmedia.com>
> Subject: Re: [otrs] Counting responses used
> To: "User questions and discussions about OTRS.org" <otrs@otrs.org>
>
> You have got to query the database directly to do this.
> First you got to understand the database structure
> Take a look at
> ftp://ftp2.otrs.org/pub/otrs/misc/otrs-2.0-database.png
>
> As a quick suggestion, you could point attention to the article table:
> here
> you find the different notes, replies etc. that compose a ticket, in the
> same table, the a_to filed contains the addressee of your replies.
>
> Hope this helps
> Gabriele
> ----- Original Message -----
> From: Tabitha Stang
> To: 'User questions and discussions about OTRS.org'
> Sent: Wednesday, November 07, 2007 2:11 PM
> Subject: [otrs] Counting responses used
>
>
> Hi,
>
>
>
> My company would like to see how many incoming contacts we answer with
> each of our responses.
>
>
>
> I don't see this possibility under "Stats" or "Search".
>
>
>
> Does anyone have a solution or a good workaround for this?
>
>
>
> Thanks so much!
>
> Tabitha Stang
>
>
>
>
>
>
----------------------------------------------------------------------------
> --
>
>
> _______________________________________________
> 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
> Support or consulting for your OTRS system?
> => http://www.otrs.com/
> -------------- next part --------------
> An HTML attachment was scrubbed...
> URL:
>
http://lists.otrs.org/pipermail/otrs/attachments/20071107/0ddc0ad6/attachmen
> t-0001.html
>
> ------------------------------
>
> Message: 4
> Date: Wed, 07 Nov 2007 15:05:02 +0100
> From: Daniele <daniele.cordella@iss.it>
> Subject: [otrs] two problems with LDAP authentication
> To: otrs@otrs.org
> Message-ID: <4731C60E.4070602@iss.it>
> Content-Type: text/plain; charset=UTF-8; format=flowed
>
> I updated otrs from 2.0.4 to 2.2.3 yesterday on my debian server.
> I didn't change the db. I am still using the previous installation mySQL
> db.
>
> Today, if I use internal DB authentication
> I can get inside my OTRS as admin and all is fine.
>
> But, if I change my kernel/config.pm to use LDAP authentication, I get
> the following two problems.
>
> 1st. I no longer can get in as DB admin, I MUST use a different admin
> account from MS AD.
> 2nd. I no longer can get/see the edit field to enter user names on the
> left side of the [ User Management ] area of the admin > [ User ] section
>
> Can someone help me, please?
> Thank you in advance.
> Daniele
>
> ------------------------------
>
> Message: 5
> Date: Wed, 07 Nov 2007 10:07:34 -0500
> From: Andy Lubel <andy.lubel@gtsi.com>
> Subject: Re: [otrs] Installing on a shared hosted server
> To: "User questions and discussions about OTRS.org" <otrs@otrs.org>
> Message-ID: <C3573EE6.B054%andy.lubel@gtsi.com>
> Content-Type: text/plain; charset="us-ascii"
>
> Not possible.
>
> Good news though, 90% of web hosting companies (I use joyent/textdrive)
> give
> shell access, and tons of other useful services for <15$ a month.
>
> Only problem is you better hope that they have all the little perl modules
> installed :)
>
> Ideal situation is to get some type of virtual host. Theses types of
> virtualized offerings are getting cheaper all the time.
>
>
> -Andy
>
>
>
> On 11/7/07 2:04 AM, "Nishen Naidu" <nishenn@omniflex.com> wrote:
>
>> Hi,
>>
>> Is it possible to install OTRS on a shared hosted server where there is
>> no
>> access
>> to the terminal(command line)?
>> If so, are there any instructions on how to do it?
>>
>> Thanks
>> Nishen
>>
>>
>> _______________________________________________
>> 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
>> Support or consulting for your OTRS system?
>> => http://www.otrs.com/
>
>
>
> -------------- next part --------------
> An HTML attachment was scrubbed...
> URL:
>
http://lists.otrs.org/pipermail/otrs/attachments/20071107/837c8540/attachmen
> t-0001.html
>
> ------------------------------
>
> Message: 6
> Date: Wed, 07 Nov 2007 16:11:42 +0100
> From: Richard Hinkamp - BeSite <richard@besite.nl>
> Subject: Re: [otrs] Installing on a shared hosted server
> To: "User questions and discussions about OTRS.org" <otrs@otrs.org>
> Message-ID: <4731D5AE.1030705@besite.nl>
> Content-Type: text/plain; charset=ISO-8859-1; format=flowed
>
>> Not possible.
>
> Is possible.
> When the server has all perl modules, you can upload OTRS and with the
> correct config it will run. The only thing you probably need is a way to
> install cronjobs (POP3 fetching, pendingjobs). When you have a web
> interface for that, you should be ok.
>
> Richard
>
> ------------------------------
>
> Message: 7
> Date: Wed, 07 Nov 2007 11:30:07 -0500
> From: Andy Lubel <andy.lubel@gtsi.com>
> Subject: Re: [otrs] Installing on a shared hosted server
> To: "User questions and discussions about OTRS.org" <otrs@otrs.org>
> Message-ID: <C357523F.B061%andy.lubel@gtsi.com>
> Content-Type: text/plain; charset="US-ASCII"
>
> Just be advised:
>
> Installing OTRS without root permissions and restricted access to the
> system is heavy or even inpossible depending on the system you or your
> provider is using. We recomment to use a dedicated root server to run
> OTRS w
>
------------------------------
Message: 3
Date: Mon, 12 Nov 2007 19:48:35 +0100
From: "Gabriele D'Andrea" <gabriele.dandrea@ecohmedia.com>
Subject: Re: [otrs] Question about emails from agents
To: "User questions and discussions about OTRS.org" <otrs@otrs.org>
Message-ID: <019b01c8255c$a1c43af0$8e04a8c0@nettezza>
Content-Type: text/plain; format=flowed; charset="iso-8859-1";
reply-type=response
I configured a PostMaster Filter in order to do that:
for every mail coming from our domain, I set the headers
X-OTRS-SenderType
and
X-OTRS-FollowUp-SenderType
to the value
Agent
Bye
Gabriele
----- Original Message -----
From: "Ignacio Sbampato" <ignacios@gmail.com>
To: <otrs@otrs.org>
Sent: Saturday, November 10, 2007 5:24 PM
Subject: [otrs] Question about emails from agents
> Hi guys,
>
> this is my first email to the list, and i'll really appreciate your
> help. We've been using OTRS for some time for internal help desk, and i
> want to know if it's possible to make the system recognize when an email
> is coming from an agent, so this one doesn't has to login to the system
> and that way we can answer tickets from our email client.
>
> Is that or something similar possible with OTRS? Could you tell me why?
> We tried some different setups, but any email that's sent to the email
> address associated to OTRS is recognized as from the customer, no matter
> which is the sender address.
>
> Thanks in advance!
>
> Ignacio
> _______________________________________________
> 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
> Support or consulting for your OTRS system?
> => http://www.otrs.com/
>
>
>
>
>
------------------------------
Message: 4
Date: Mon, 12 Nov 2007 19:59:01 +0100
From: Torsten Thau <Torsten.Thau@cape-it.de>
Subject: Re: [otrs] Assigning customers to companies via ldap
To: "User questions and discussions about OTRS.org" <otrs@otrs.org>
Message-ID: <4738A275.8070301@cape-it.de>
Content-Type: text/plain; charset=ISO-8859-1
-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1
Hi Greg,
Baker, Greg schrieb:
> Okay, this makes sense to me..
>
> Now my problem seems to be in Active Directory I have no idea how to get
the OU of a person. There seems to be no OU attribute stored for each user.
The OU is a part of the user's DN, but I doubt I can access just that
section of the DN using a simple config option.
>
> Anyone know of an easy way to do this? Is there some kind of specially
constructed ldap query that would return what I need?
...try attribute 'department' - it was the 'OU' in my latest
AD-experience :).
regards, Torsten Thau
- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
personal pgp-key: 0x93E0A174
fax: +49 371 5347 625
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------------------------------
Message: 5
Date: Mon, 12 Nov 2007 20:07:30 +0100
From: Torsten Thau <Torsten.Thau@cape-it.de>
Subject: Re: [otrs] Lock conditions
To: "User questions and discussions about OTRS.org" <otrs@otrs.org>
Message-ID: <4738A472.60903@cape-it.de>
Content-Type: text/plain; charset=ISO-8859-1
-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1
Hi Julien,
> What are the conditions that do a ticket to be locked?
...there are several condition keys in the SysConfig, e.g.
Ticket::Frontend::AgentTicketClose###RequiredLock
Ticket::Frontend::AgentTicketCompose###RequiredLock
Ticket::Frontend::AgentTicketNote###RequiredLock
...etc. there you can define if an action (add note, compose email, ...)
requires a ticket lock. If set to 'yes' the ticket is automatically
locked by the user who does this action - if the ticket isn't locked yet.
regards, Torsten Thau
- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
personal pgp-key: 0x93E0A174
fax: +49 371 5347 625
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------------------------------
_______________________________________________
otrs mailing list
otrs@otrs.org
http://lists.otrs.org/cgi-bin/listinfo/otrs
End of otrs Digest, Vol 52, Issue 33
************************************
_______________________________________________
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
Support or consulting for your OTRS system?
=> http://www.otrs.com/ <<Peter van Beugen.vcf>>
