Znuny and ((OTRS)) Community Edition

Thanks, I will test that

Hello,

I would like to setup the customer interface for ticket creation to show some dynamic fields when a particular service is chosen.

Is that doable ?

Best regards

artturi wrote: - besides, the 194 is more than the total amount of tickets in the queue ! (are tickets moved to the spam queue also considered ?)

My bad, I had an extra increment forgotten after my tests.

Hello again, I get strange results based on this little code modification (which basically increments $FirstLevelSolutionTickets for every ticket with less than 2 articles) : - first, the statistic is not a rate (as ITSMTicketFirstLevelSolutionRate suggets) as I now get "194", so I guess i...

Hello, I've looked at the code and found out that the following if statement is not executed as it should in file Kernel/System/Stats/Dynamic/ITSMTicketFirstLevelSolutionRate.pm (line 500) # first article comes from customer and the second one from an agent if ( $ArticleDataList->[0]->{AgentSenderTy...

Hello,

I want to send a stat by mail in pdf format.

The default output has many columns and fits better on one page when axis are swapped. Is there a way to swap axis when using bin/otrs.GenerateStats.pl ?

Best regards

Hello, I'm trying to get "First level resolution rate" statistics working but there must be something I have not understood because I get zero for a queue where I know there are tickets which are closed on first reply. Based on that, shouldn't something superior than 0 ? (I take all types ...

Hello, I'm currently using single sign on for the customer page, which is ok for 80% of them as they are internal customers found in our ldap. The single sign on is operated by a CAS server, and otrs handles that with "HTTPBasicAuth". Apache is configured that way : <LocationMatch /otrs/cu...

Sorry to bother you again but could you please elaborate on the postmaster filter idea ? It's not that clear how I can setup otrs to put the value of TicketFreeKey2 in the right field for Service. Is that done via the web interface ? If yes, do I have to use X-OTRS-Service or X-OTRS-FollowUp-Service...

I haven't used the monitoring module, but it's a good guess that the module relies on that field to store the information. (IMO, though, a postmaster filter should be able to adjust the service) You're right, I just read again the system monitoring's module : it has a FreeTextService config field w...

crythias wrote:A dynamic field isn't a service.

Indeed, but I don't know why the system monitoring used this field. Any idea ?

Thanks, that fixed the issue. By the way, I also have a problem with the service the ticket is associated to. In the ticket's history, I can see : TicketDynamicFieldUpdate Mise à jour: FieldName=TicketFreeText2;Value=Informatique::Infrastructures::Hébergement ; - root@localhost (Admin OTRS) But noth...

Hello, I've setup system monitoring with host (from ccmdb) linking. it fails recognizing the host with error : Could not find any CI with the name 'azimbra '. The regexp is \s*Host:\s+(.*)\s* The mail contains State: PROBLEM Host: azimbra Service: Informatique::Infrastructures::Hébergement There is ...

Hello,

In my tests of the cmdb, I have created computers and locations, and have linked a computer to a location.

I've not found the way to search computers by location. Is there a way to do it ?

Regards,
Mikael

Hello,

I'm testing the cmdb part of otrs. I have populated it with computers, and have tested an association with a customer via the owner field.

Is it possible to see the computer from the agent interface, in the customer informations (among phone, mail, etc) ?

Regards

Mikael

Hello, We're using otrs with the French translation, and we activated some time ago the "Responsible" feature. We all used it by setting the Responsible role for the persons who arre accountable, but the ones who do the work were set as owners. By reading the docs, I feel we mixed the purp...

Hello,

I'm thinking about setting up system monitoring with otrs' module.

I've seen I can associate an incoming mail to a host and to a service, but I have not yet setup a service catalog nor configuration items in the cmdb.

Will the system monitoring work without them ?

Regards

Hello, I'm testing otrs itsm change module, and I focus on creating change templates for things like server installation or computer replacement. Before saving the change as a template, I make sure no operator has a workorder in order to avoid wrong notifications when using the template. But if I wa...

How can I have waited so long to come here and ask ?

Thanks a lot for this fast answer !

Hello, Our setup has ldap integration with phone number lookup and mapping. When I create a phone ticket, the customer field gets autocompleted with a result of the form Lastname Firstname <user@domain phoneNumber > This field gets validated and an syntax error is shown. If I remove by hand the phon...

Hello, I've recently installed itsm extension for otrs in order to test it and maybe apply some itil processes. I thought the "Service Catalog" would be used only for service requests. But seing how otrs presents "Ticket Type" and "Service" fields on a ticket, I underst...

Helo, We have recently configured Queue based escalations. I have setup stats showing how many tickets are escalated. Based on these stats, I would like to analyze the contents of escalated tickets so I thought I search tickets on that criteria, but it seems undoable. Have I missed something ? Regar...

I was about to ask about this possibility and found this article.

I would also welcome the suggested improvement. Is there hope to see that in next version of otrs ?

Regards,

Mikael

Hello,

I've setup escalation on a queue and have therefore setup working hours and timevacationdays to get escalation working right.

But our school closes several weeks each year and I wonder if there's a way to setup periods as vacation, instead of adding each day independently ?

Regards

Mikael