Hi,
I am using Otrs 1.3.2 on Linux platform, following are my doubts on it since
i am in initial stage of implementation.
1) How do I link OTRS Application to link with Company WebSite.
2) Why the Bulk Action is not working in ver 1.3.2
3) How to Run Cronjob
4) Can we change root@localhost user to other name, will it support
Thanks,
Subbu
-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of
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Sent: Wednesday, June 22, 2005 3:30 PM
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Subject: otrs Digest, Vol 23, Issue 29
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Today's Topics:
1. (no subject) (Sheline, Carl (LLU))
2. RE: CSV Export (Cogley, Rick)
3. RE: CSV Export (Cogley, Rick)
4. Re: Lite theme graphics (Graeme Brough)
5. Re: (no subject) (Graeme Brough)
----------------------------------------------------------------------
Message: 1
Date: Tue, 21 Jun 2005 12:03:37 -0700
From: "Sheline, Carl (LLU)"
My question is - where does this data come from If you mean the database it comes from the ticket table.
Is it all coming from a single table and can I just add the name of the field in? Well sort of, all the information is referenced from the ticket table but the actual labels may come from other tables. The field you want is "change_time"
Well this is my understanding of it and this is how I calculate resolution times. Firstly I pull information directly from the database using sql because that's what I'm comfortable with but the method below probably works just as well. I pull the following fields 'create_time' 'change_time' and ' ticket_state_id' where it equals 2 (closed successful) or 3 (Closed unsuccessful) (I think). Remember there is no real close time as the ticket is never really closed its state is merely changed to 2 or 3 and if a ticket has a state of 2 or 3 logically the last change date must be the "closed date". Sounds a bit convoluted but I hope it makes sense Well that how I calculate my response times and hope its right otherwise I have a lot reports that need to be redone :-) Mark "Imagination is more important than knowledge, the important thing is to not stop questioning." -- Albert Einstein
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Cogley, Rick Sent: 21 June 2005 19:59 To: OTRS User List (otrs@otrs.org) Subject: [otrs] CSV Export
Hi Everyone -
In Config.pm, you can add this data to control what CSV data will be exported from the search function in OTRS.
# Ticket::Frontend::SearchCSVData # (used csv data) $Self->{'Ticket::Frontend::SearchCSVData'} = 'TicketNumber','Age','Created','State','Priority','Queue','Lock','Owner',' Us erFirstname','UserLastname','CustomerID','CustomerName','From','Subject',' Ac countedTime','TicketFreeKey1','TicketFreeText1','TicketFreeKey2','Tick etFr ee Text2','TicketFreeKey3','TicketFreeText3','TicketFreeKey4','TicketFree Text 4' ,'TicketFreeKey5','TicketFreeText5','TicketFreeKey6','TicketFreeText6' ,'Ti ck etFreeKey7','TicketFreeText7','TicketFreeKey8','TicketFreeText8','Arti cleT re e',''];
My question is - where does this data come from and can I get the ticket's close date as well, so I can calculate the time to close - or resolution time? Is it all coming from a single table and can I just add the name of the field in?
Please advise, and thanks for your help.
Kind Regards, Rick Cogley Tokyo
<<-<<-<<-<<-<<-<<-<<-<<-<<-<<- Rick Cogley (rick.cogley@esolia.co.jp)
Tel: 03-5940-6880 | Fax: 03-5940-6881 | Cell: 090-4423-5475 (Outside Japan, remove leading zero-+81-3-5940-6880) English: www.esolia.com http://www.esolia.com/ | Japanese: www.esolia.co.jp http://www.esolia.co.jp/
Bilingual IT solutions and management firm-eSolia. <<-<<-<<-<<-<<-<<-<<-<<-<<-<<-
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------------------------------
Message: 3
Date: Wed, 22 Jun 2005 05:54:46 +0900
From: "Cogley, Rick"
My question is - where does this data come from If you mean the database it comes from the ticket table.
Is it all coming from a single table and can I just add the name of the field in? Well sort of, all the information is referenced from the ticket table but the actual labels may come from other tables. The field you want is "change_time"
Well this is my understanding of it and this is how I calculate resolution times. Firstly I pull information directly from the database using sql because that's what I'm comfortable with but the method below probably works just as well. I pull the following fields 'create_time' 'change_time' and ' ticket_state_id' where it equals 2 (closed successful) or 3 (Closed unsuccessful) (I think). Remember there is no real close time as the ticket is never really closed its state is merely changed to 2 or 3 and if a ticket has a state of 2 or 3 logically the last change date must be the "closed date". Sounds a bit convoluted but I hope it makes sense Well that how I calculate my response times and hope its right otherwise I have a lot reports that need to be redone :-) Mark "Imagination is more important than knowledge, the important thing is to not stop questioning." -- Albert Einstein
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Cogley, Rick Sent: 21 June 2005 19:59 To: OTRS User List (otrs@otrs.org) Subject: [otrs] CSV Export
Hi Everyone -
In Config.pm, you can add this data to control what CSV data will be exported from the search function in OTRS.
# Ticket::Frontend::SearchCSVData # (used csv data) $Self->{'Ticket::Frontend::SearchCSVData'} = 'TicketNumber','Age','Created','State','Priority','Queue','Lock','Owner',' Us erFirstname','UserLastname','CustomerID','CustomerName','From','Subject',' Ac countedTime','TicketFreeKey1','TicketFreeText1','TicketFreeKey2','Tick etFr ee Text2','TicketFreeKey3','TicketFreeText3','TicketFreeKey4','TicketFree Text 4' ,'TicketFreeKey5','TicketFreeText5','TicketFreeKey6','TicketFreeText6' ,'Ti ck etFreeKey7','TicketFreeText7','TicketFreeKey8','TicketFreeText8','Arti cleT re e',''];
My question is - where does this data come from and can I get the ticket's close date as well, so I can calculate the time to close - or resolution time? Is it all coming from a single table and can I just add the name of the field in?
Please advise, and thanks for your help.
Kind Regards, Rick Cogley Tokyo
<<-<<-<<-<<-<<-<<-<<-<<-<<-<<- Rick Cogley (rick.cogley@esolia.co.jp)
Tel: 03-5940-6880 | Fax: 03-5940-6881 | Cell: 090-4423-5475 (Outside Japan, remove leading zero-+81-3-5940-6880) English: www.esolia.com http://www.esolia.com/ | Japanese: www.esolia.co.jp http://www.esolia.co.jp/
Bilingual IT solutions and management firm-eSolia. <<-<<-<<-<<-<<-<<-<<-<<-<<-<<-
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------------------------------
Message: 4
Date: Wed, 22 Jun 2005 08:38:51 +0100
From: Graeme Brough
I switched to the Lite theme, but the graphics that are supposed to appear are not appearing. Where can I download the Lite graphics so can I "reinstall" them?
I figured I could copy the Standard graphics into a Lite directory, but maybe the Lite graphics are different?
In fact, the Lite graphics are missing on the http://demo.otrs.org system as well! Do Lite graphics actually exist?
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Message: 5
Date: Wed, 22 Jun 2005 08:45:44 +0100
From: Graeme Brough
I have the ldap lookup working for customer data, but when I change the following line:
CustomerID => 'mail',
To
CustomerID => 'uid',
Nothing changes in the lookup. The CustomerID is still their email address. I want it to be the ldap uid. Even when I enter something like:
CustomerID => 'nothing',
It still shows the email address for the CustomerID.
I am not using mod_perl.
What am I doing wrong?
Thanks,
Carl Sheline School of Dentistry Loma Linda University _______________________________________________ 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 oder Consulting f|r Ihr OTRS System?
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