Znuny Open Source Ticketsystem

P.S. It also complains about Apache2::Reload but yum says that package does not exist. Nor does Apache::Reload . I haven't dug any deeper to try to find this. o Apache2::Reload..................Not installed! Use: 'yum install "perl(Apache2::Reload)"' [root@centos6testing src]# uname -a Li...

I am doing a fresh install of OTRS 4.0.2-01 on a CentOS 6 server, following these instructions: http://www.unixmen.com/setup-help-desk-system-using-otrs-centos-6-5/ . Everything is going well, except the IO::Socket::SSL perl package. I get the "Not all prerequisites for this module correctly in...

This Customer stuff is a total mess. Looking at the internals, OTRS uses a nice numerical "id" system as unique row identifiers throughout the database scheme, with foreign keys like "type_id", "this_id", "that_id" e.g. ticket : id: 1991 tn: 123456 title: Help...

Mind that without that addition the company support is quite useless... To let users share their tickets (in the scope of the same company I mean) through the "Company Ticket" tab you see in the Customer frontend, you should configure the same value in CustomerID (from the dropdown menu) ...

Mind that without that addition the company support is quite useless... To let users share their tickets (in the scope of the same company I mean) through the "Company Ticket" tab you see in the Customer frontend, you should configure the same value in CustomerID (from the dropdown menu) ...

Here's the deal: 1) If you support something, you'll have to determine if you're supporting a company or a representative of the company. 2) If you're supporting a company, then the company should be the customer, unless you need to support 1500 people under the service purchased for the company. T...

Ugh. This is all so disgusting. I think I just threw up a little in my mouth. I presume it goes without saying, this Company business needs to be re-coded from the ground up? Does that need to be submitted as an "idea" to the ideas board? In the meantime this is certainly more of the same ...

Please ... let me add some pieces to the puzzle :) Thank you for this. Companies must have been an afterthought, and were wedged into the CustomerID value as a hack. There's no other explanation for such a misleading misnomer from this usually cautious band of German programmers. It's still pretty ...

jojo wrote:Please fill your suggestion here: https://otrsteam.ideascale.com/

OK thanks. I see now: And just searching on a single asterisk (*) works to display the whole list. So that's not too hard. Silly me for never trying that.

A Customer is a person (that works for a Customer Company, identified by CustomerID. It's a bit confusing the CustomerID refers to a Customer Company, but there you go...) Wait, wait, wait. Is that consistent throughout OTRS? Every reference to a "CustomerID" is supposed to be an abbrevia...

OTRS 3.0.9 Admin interface wrote:Please enter a search term to look for customer companies.

OTRS Developers:
Please show a list of customer companies just like you list customers and other records in similar Admin menus.

jojo wrote:if your server time is set to local time you need to leave the time at the Calendar set to a 0 offset!

Thanks! That's set now and I'll see how this goes.

jojo wrote:so is your server time set to GMT?

No, it is also set to MST = GMT-7.

Also does OTRS round everything up to the nearest hour? I now see a new ticket on an SLA with ResponseTimeSLA of 120, and its counter started at 2h15min... to 16:00, which is at least much closer!

Also, the First Response Time is starting at 240min instead of the 60min which I have set in the SLA, even during calendar hours. I should never see this counter be higher than 60 minutes, right? It's starting at +4 hours. First Response Time: 3 h 49 m 01/19/2012 15:00 I have double checked our time...

Were any bugs related to the First Response Time fixed between ITSM 3.0.9 and 3.0.11? I have an SLA defined with a Calendar of 7am-6pm and : Escalation - first response time (minutes): 60 A ticket came in last night after hours, around 10pm. This morning at 7:15am I assigned it to this SLA, and it s...

Here is the magic solution. I consider this a bug, although I don't expect it to get fixed. You can't use Keys like 1,2,3, even though that is done for Priority as well as TicketFreeText15 in ITSM. You must use Keys and Values that are the same in order for things to work right. This is like TicketF...

The plot thickens. If I set this FreeText1 value in a Ticket properties window (like ITSM Additional Fields where I've activated it) to the pull-down option '3 normal' then the Ticket Information display shows this, which is not what I want: Visibility: 3 However, if this FreeText1 value gets set on...

I have set up the FreeText1 field to be called "Visibility" with the same kind of 1-5 scale as Priority and elsewhere. I did this all in SysConfig. Here is how it ends up in ZZZAuto.pm. $Self->{'TicketFreeText1::DefaultSelection'} = '3 normal'; $Self->{'TicketFreeText1'} = { '' => '-', '1'...

Did you also set the default TicketFreeKey1? Yes, and I finally figured out that should be set to 'Visibility' if anything, and isn't needed since 'Visibility' is the only option. The Core::TicketFreeTextDefault hack appears to work. This TicketCreate event seems to happen very early in the game, s...

Try to see SysConfig in Ticket -> Core::TicketFreeTextDefault I saw that. Now looking harder. It looks like a total quagmire. I've never seen something so simple made so complicated. OTRS developers: Get some help. An intervention is in order. ;) P.S. By the way: Please check the developer manual (...

I have set up the FreeText1 field to be called "Visibility" with the same kind of 1-5 scale as Priority and elsewhere. I did this all in SysConfig. Here is how it ends up in ZZZAuto.pm. $Self->{'TicketFreeText1::DefaultSelection'} = '3 normal'; $Self->{'TicketFreeText1'} = { '' => '-', '1'...