New subject: otrs Digest, Vol 31, Issue 52

26 Apr 2011


      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
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:  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)
----------------------------------------------------------------------
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
------------------------------
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
---------------------------------------------------------------------
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

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

Eric Parlin

Robert Poreba

tags

participants (2)