Re: [otrs] otrs Digest, Vol 31, Issue 52

Eric, In case you still need it, this can be changed in /opt/otrs/var/httpd/htdocs/skins/Agent/default/css/Core.Default.css - Regards, Robert From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Eric Parlin Sent: 26 April 2011 23:02 To: otrs@otrs.org Subject: Re: [otrs] otrs Digest, Vol 31, Issue 52 Can anybody tell me if it's possible to change the colors of the priorities? What I mean is this, We are using OTRS::ITSM 3.0.6 in a telco environment (DWDM, Environmentals, IT, etc...). I have a SolarWinds Orion NPM server which I am using as an SNMP manager to receive the SNMP traffic and forward on the relevant traps via email after formatting the SNMP message. Everything is working well, except that OTRS wants to use 5 as it's highest severity, and a 1 as it's lowest. Telecom is exactly the opposite, a 1 is regarded as the highest severity and a 5 is the lowest. What is happening is that my Critical alarms are being considered the lowest priority (blue) and my lowest alarms are being seen as highest priority (red) and sorted accordingly in the ticket queue view. I cannot find anyway to change this in the SysConfig. Even if I just change the 1's to be Critical (or Very High) the system just flips the colors on me!!! Its been very discouraging. Can anybody help?

From: otrs-request@otrs.org Subject: otrs Digest, Vol 31, Issue 52 To: otrs@otrs.org Date: Mon, 25 Apr 2011 18:35:53 +0000

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Today's Topics:

1. Re: How to reset Ticket counters (Oliver Methfessel [MC]) 2. Re: How to reset Ticket counters (Muhammad El-Sergani) 3. How to split a ticket (Muhammad El-Sergani) 4. OTRS iPhone (Muhammad El-Sergani) 5. Re: OTRS iPhone (Nathan Campbell) 6. Re: OTRS iPhone (Muhammad El-Sergani) 7. OTRS iPhone (Muhammad El-Sergani) 8. Re: OTRS iPhone (Nathan Campbell)

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Message: 1 Date: Mon, 25 Apr 2011 16:36:14 +0200 From: "Oliver Methfessel [MC]" Subject: Re: [otrs] How to reset Ticket counters To: otrs@otrs.org Message-ID: <4DB586DE.9030407@methfessel-computers.de> Content-Type: text/plain; charset=ISO-8859-1

Hi Muhammaad,

Am 25.04.2011 16:29, schrieb Muhammad El-Sergani:

...

Well, being new in general to trouble ticketing systems, this might sound a little bit silly.

What I'm concerned about, is the ticket length. It is already long enough, with the date and the system ID. But if I set the minimum length to 2 or 3, then reset the counter every month, that would look as I would be maintaining the length.

I didn't know that stats check the counter?!

The TicketID ist the Number on which a ticketing system knows the case to whom the email belongs. You're right, that the default ticketformat is too long, have a look in the sysconfig in Core::Ticket and set Ticket::NumberGenerator to some other value than DateChecksum (ex. AutoIncrement).

It isn't a good idea to reset the counter for this reason, you'll get many problems with this.

Greetings

Oliver

-- Mit freundlichen Gr??en

Oliver Methfessel

Methfessel Computers Hauptsitz: Zieglerstr. 25a, 65191 Wiesbaden Kundenb?ro: Kloppenheimer Weg 11, 65191 Wiesbaden Gesch?ftsf?hrender Inhaber: Oliver Methfessel http://www.methfessel-computers.de

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Message: 2 Date: Mon, 25 Apr 2011 17:13:00 +0200 From: Muhammad El-Sergani Subject: Re: [otrs] How to reset Ticket counters To: "User questions and discussions about OTRS." Message-ID: Content-Type: text/plain; charset="iso-8859-1"

Thanks Oliver,

I've done so.

Thanks and Best Regards, Muhammad El-Sergani.

On Mon, Apr 25, 2011 at 4:36 PM, Oliver Methfessel [MC] < lists@methfessel-computers.de> wrote:

...

Hi Muhammaad,

Am 25.04.2011 16:29, schrieb Muhammad El-Sergani:

...

Well, being new in general to trouble ticketing systems, this might sound a little bit silly.

What I'm concerned about, is the ticket length. It is already long enough, with the date and the system ID. But if I set the minimum length to 2 or 3, then reset the counter every month, that would look as I would be maintaining the length.

I didn't know that stats check the counter?!

The TicketID ist the Number on which a ticketing system knows the case to whom the email belongs. You're right, that the default ticketformat is too long, have a look in the sysconfig in Core::Ticket and set Ticket::NumberGenerator to some other value than DateChecksum (ex. AutoIncrement).

It isn't a good idea to reset the counter for this reason, you'll get many problems with this.

Greetings

Oliver

-- Mit freundlichen Gr??en

Oliver Methfessel

Methfessel Computers Hauptsitz: Zieglerstr. 25a, 65191 Wiesbaden Kundenb?ro: Kloppenheimer Weg 11, 65191 Wiesbaden Gesch?ftsf?hrender Inhaber: Oliver Methfessel http://www.methfessel-computers.de

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