Hi all
I would like to get a clear difference in the definition on the
escalation times.
- First response time
- Update time
- Solution time
Thanks
Regards
Letty
-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of
otrs-request@otrs.org
Sent: 13 January 2010 20:09
To: otrs@otrs.org
Subject: otrs Digest, Vol 16, Issue 61
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Today's Topics:
1. Re: Oracle database backend (Jose Luis Spahr)
2. Re: Tickets ReOpening (Christopher Ross)
3. New Install Response Questions (Lance Larson)
----------------------------------------------------------------------
Message: 1
Date: Wed, 13 Jan 2010 08:21:43 -0800
From: Jose Luis Spahr
Subject: Re: [otrs] Oracle database backend
To: 'User questions and discussions about OTRS.'
Message-ID:
<6E563C3F586FB144A012D4617298577D7C4E3D4E4A@P-HQEXCHANGE.on24.com>
Content-Type: text/plain; charset="utf-8"
Hi Michiel,
Here is my Perl version:
Perl, v5.8.8 built for x86_64-linux-thread-multi
Thanks for taking the time to answer and help, I appreciate it.
I will wait to hear back from you.
Thanks!
Jose Luis Spahr
-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of
Michiel Beijen
Sent: Tuesday, January 12, 2010 11:50 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Oracle database backend
Hi Jose,
Can I ask what Perl version you are using? You can check that via the
Support module.
Regards,
--
Michiel Beijen
R&D
OTRS AG
Norsk-Data-Str 1.
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Germany
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On Tue, Jan 12, 2010 at 10:36 PM, Jose Luis Spahr
wrote:
Hi List,
Is anyone using Oracle as the backend database?
I am having problems with the Stats module/icon under the Agent login
site.
This is the error I get:
Software error:
Can't locate object method "GetObjectName" via package
"Kernel::System::Stats::Static::StateAction" at
../..//Kernel/System/Stats.pm line 2234.
referer: http://otrs/otrs/index.pl?Action=AgentDashboard
Any help here would be greatly appreciated.
Thanks!
Jose Luis Spahr
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Message: 2
Date: Wed, 13 Jan 2010 11:57:26 -0500
From: "Christopher Ross"
Subject: Re: [otrs] Tickets ReOpening
To: "User questions and discussions about OTRS."
Message-ID:
Content-Type: text/plain; charset="us-ascii"
I already have the email address set in the system addresses. The issue
is probably in our setup but we can't really change it. Basically, we
have a distribution group called IT Support and all of our IT people are
in that distribution as well as the system address that sends directly
to the OTRS (ie itrequest@domain.com). We did it this way because we
didn't want people to send directly to OTRS plus we already had people
sending to IT Support long before we implemented OTRS. So now when we
close out a ticket, it automatically CC's itsupport@domain.com which
includes the itrequest@domain.com. I hope this made sense. Please let me
know if you can help.
From: Nils Leideck - ITSM [mailto:nils.leideck@leidex.net]
Sent: Tuesday, January 12, 2010 6:47 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Tickets ReOpening
Hi,
On 13.01.2010, at 00:37, Christopher Ross wrote:
Is there any way to disable the reopening of tickets by email once they
are already closed? There are people at the place that I work that
forget to remove the system address from the CC when closing out a
ticket and therefore it just reopens the ticket again. I don't want to
remove the autofill CC feature because sometimes there are 4 or 5 people
in that CC list. I just need for it to not be able to reopen via email
once it is closed. Thanks
the OTRS Systemaddress shouldn't be in CC.
Just add this e-mail address to "Email Addresses" in the "System"-Column
in Adminarea. Afterwards the Systemaddress won't appear in CC anymore.
Nils Leideck
--
Nils Leideck
Senior Consultant
nils.leideck@leidex.net
nils.leideck@otrs.com
http://webint.cryptonode.de / a Fractal project
CU @ CeBIT 2010 in Hannover
<http://www.otrs.com/en/news-and-press/news-details/article/otrs-auf-der
-cebit-2010/?tx_ttnews%5BbackPid%5D=51&cHash=c9381fe235> , Germany and
get to know more about OTRS
at booth no. C37 in hall 2 from March 2-6, 2010!
