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 otrs-request@otrs.org Sent: Wednesday, June 22, 2005 3:30 PM To: otrs@otrs.org Subject: otrs Digest, Vol 23, Issue 29 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. (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)" Subject: [otrs] (no subject) To: Message-ID: <4044ABC717128341BB7AC1A4760CAD811741AD@dunes.llu.ad.lluahsc.org> Content-Type: text/plain; charset="us-ascii" 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 ------------------------------ Message: 2 Date: Wed, 22 Jun 2005 05:23:16 +0900 From: "Cogley, Rick" Subject: RE: [otrs] CSV Export To: "'User questions and discussions about OTRS.org'" Message-ID: <543763AA321E2747B17E70E6DE14760B017103@shikibu.esolia.co.jp> Content-Type: text/plain; charset="iso-8859-1" Thanks Mark - Well, this AM I just did a little experiment, and thought maybe the change time is abstracted in the Ticket::Frontend::SearchCSVData function, by adding a "Changed" to the list of fields. It does not work (probably needless to say). Mark, the "problem" I can see with your solution of using the change_time field is that if someone accidentally changed the state from closed to open and then back, you have a new "resolution time" which might be quite bad for SLA compliance. I guess this is a hairy issue, but a custom field might be best for this, that captures the date/time you put in it and which can be used for customer reports. I want to try to use that change_time field in the CSV export, since that is what my customers are asking for (ability to search and export their tickets as CSV each month). Perhaps the statistics module or API already has this functionality, and perhaps I'll have to do it the way you mention Mark - w/ SQL. However, I wonder does anyone know where the Ticket::Frontend::SearchCSVData function is, physically on the disk? I would like to look at it, but cannot find it in the file called Tickets.pm etc. If anyone knows or has a hint, please let the list know! Thanks! Regards Rick Cogley Tokyo -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Mark Croonen Sent: Tuesday, June 21, 2005 11:03 PM To: 'User questions and discussions about OTRS.org' Subject: RE: [otrs] CSV Export Hi 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. <<-<<-<<-<<-<<-<<-<<-<<-<<-<<-

_______________________________________________ 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? => http://www.otrs.de/

_______________________________________________ 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? => http://www.otrs.de/ ------------------------------ Message: 3 Date: Wed, 22 Jun 2005 05:54:46 +0900 From: "Cogley, Rick" Subject: RE: [otrs] CSV Export To: "'User questions and discussions about OTRS.org'" Message-ID: <543763AA321E2747B17E70E6DE14760B017106@shikibu.esolia.co.jp> Content-Type: text/plain; charset="iso-8859-1" Sorry, I'm a bit new to *nix. Grep is my friend. For the benefit of others on the list who may also be wondering how to find the right files, I used: rcogley@myhost:/opt/otrs> grep -r "SearchCSVData" ./* ./Kernel/Config/Files/Ticket.pm: # Ticket::Frontend::SearchCSVData ./Kernel/Config/Files/Ticket.pm: $Self->{'Ticket::Frontend::SearchCSVData'} = ['TicketNumber','Age','Created','State','Priority','Queue','Lock','Owner','U serFirstname','UserLastname','CustomerID','CustomerName','From','Subject','A ccountedTime','TicketFreeKey1','TicketFreeText1','TicketFreeKey2','TicketFre eText2','TicketFreeKey3','TicketFreeText3','TicketFreeKey4','TicketFreeText4 ','TicketFreeKey5','TicketFreeText5','TicketFreeKey6','TicketFreeText6','Tic ketFreeKey7','TicketFreeText7','TicketFreeKey8','TicketFreeText8','ArticleTr ee','']; ./Kernel/Config.pm: # Ticket::Frontend::SearchCSVData ./Kernel/Config.pm: $Self->{'Ticket::Frontend::SearchCSVData'} = ./Kernel/Modules/AgentTicketSearch.pm: @CSVHead = @{$Self->{ConfigObject}->Get('Ticket::Frontend::SearchCSVData')}; ./Kernel/Config.pm~: # Ticket::Frontend::SearchCSVData ./Kernel/Config.pm~: $Self->{'Ticket::Frontend::SearchCSVData'} = This leads me to a couple files I can dig in. * takes backup of files * ;-) Best Regards, Rick Cogley Tokyo -->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->--> Rick Cogley (mailto: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: http://www.esolia.com || Japanese: http://www.esolia.co.jp Bilingual IT solutions and management firm -- eSolia. -->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->-->--> -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Cogley, Rick Sent: Wednesday, June 22, 2005 5:23 AM To: 'User questions and discussions about OTRS.org' Subject: RE: [otrs] CSV Export Thanks Mark - Well, this AM I just did a little experiment, and thought maybe the change time is abstracted in the Ticket::Frontend::SearchCSVData function, by adding a "Changed" to the list of fields. It does not work (probably needless to say). Mark, the "problem" I can see with your solution of using the change_time field is that if someone accidentally changed the state from closed to open and then back, you have a new "resolution time" which might be quite bad for SLA compliance. I guess this is a hairy issue, but a custom field might be best for this, that captures the date/time you put in it and which can be used for customer reports. I want to try to use that change_time field in the CSV export, since that is what my customers are asking for (ability to search and export their tickets as CSV each month). Perhaps the statistics module or API already has this functionality, and perhaps I'll have to do it the way you mention Mark - w/ SQL. However, I wonder does anyone know where the Ticket::Frontend::SearchCSVData function is, physically on the disk? I would like to look at it, but cannot find it in the file called Tickets.pm etc. If anyone knows or has a hint, please let the list know! Thanks! Regards Rick Cogley Tokyo -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Mark Croonen Sent: Tuesday, June 21, 2005 11:03 PM To: 'User questions and discussions about OTRS.org' Subject: RE: [otrs] CSV Export Hi 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. <<-<<-<<-<<-<<-<<-<<-<<-<<-<<-

_______________________________________________ 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? => http://www.otrs.de/

_______________________________________________ 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? => http://www.otrs.de/ _______________________________________________ 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? => http://www.otrs.de/ ------------------------------ Message: 4 Date: Wed, 22 Jun 2005 08:38:51 +0100 From: Graeme Brough Subject: Re: [otrs] Lite theme graphics To: "User questions and discussions about OTRS.org" Message-ID: <42B9158B.9070908@Sun.COM> Content-Type: text/plain; charset=us-ascii Hi Wes, I currently use OTRS 1.3.2, so I can only comment for this version. The Lite version does not contain any graphics, as it is provided for use in environments with low bandwidth availability. HTH Graeme Wes Plate wrote:

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?

-- ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ ------------------------------ Message: 5 Date: Wed, 22 Jun 2005 08:45:44 +0100 From: Graeme Brough Subject: Re: [otrs] (no subject) To: "User questions and discussions about OTRS.org" Message-ID: <42B91728.4030901@Sun.COM> Content-Type: text/plain; charset=ISO-8859-1 Hello Carl, If the CustomerID is not defined (correctly) it will automatically default to the incoming email address. I defined the CustomerID by parsing the incoming mail for the customer name, as this was always held in a specific place (email generated by webform). This was set up in the PostMaster Filter Modules in Config.pm (also defined in /Kernel/Config/Defaults.pm). HTH, Graeme Sheline, Carl (LLU) wrote:

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?

...

http://www.otrs.de/

-- ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ ------------------------------ _______________________________________________ otrs mailing list otrs@otrs.org http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest, Vol 23, Issue 29 ************************************ -- No virus found in this incoming message. Checked by AVG Anti-Virus. Version: 7.0.323 / Virus Database: 267.7.10/25 - Release Date: 6/21/2005 -- No virus found in this outgoing message. Checked by AVG Anti-Virus. Version: 7.0.323 / Virus Database: 267.7.10/25 - Release Date: 6/21/2005