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 Send otrs mailing list submissions to otrs@otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request@otrs.org You can reach the person managing the list at otrs-owner@otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." 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. 61352 Bad Homburg Germany T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: Andr? Mindermann CU@ CeBIT 2010 in Hannover (Germany) and get to know more about OTRS at booth no. C37, in hall 2 from March 2-6, 2010! http://bit.ly/4qLvqm 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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--------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ ------------------------------ 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!