Znuny Open Source Ticketsystem

fondofotrs

thanks, Crythias. it works like a charm.

fondofotrs

i agree. i thought that the problem was because of my network connectivity. i have experienced it and it took quite sometime to get it installed. i was able to do it using package manager. i had not experienced this kind of delay for earlier versions of itsm with otrs.

fondofotrs

hi, i understand that we can add new customer fields and it has been given in the admin doc. can some one tell me how to add selection type fields to customer? for ex, when you add customer, there are fields like valid, Theme etc from which the values can be selected. i would like to add similar new...

fondofotrs

sciolto, the default system is that way. but you don't configure email server, no notifications will be sent to customers. they will be able to interact only via web portal.

fondofotrs

Yes, each sub queue should be given permissions separately.

fondofotrs

thank you, jojo. that link is not specified in otrs.org, i think, right? earlier, i used to visit otrs.org for older versions of otrs.

fondofotrs

i am trying to download 3.08 OTRS. but i don't see it in OPAR. i tried by searching it as OTRS 3.08, otrs etc but i don't get any searches listed. am i missing anything? i don't get it from otrs archive either. can someone help?

fondofotrs

thank you HervE.

fondofotrs

thanks, jojo. sometimes i forget to make use of my common senses. i can't believe that i didn't notice that link.

fondofotrs

where did you define it HervE? do you have to change anything in dtl?

fondofotrs

am i missing anything there? i really don't see option of deleting it, unless you are referring to deleting it from database

fondofotrs

thanks wolfgangf. i don't see any option of deleting. you mean delete it from database? can the agents be able to delete the links?

fondofotrs

i probably am doing something wrong or is it not possible to deassociate a CI from a ticket/FAQ etc? practically, when it is realized that a wrong CI was associated, one should be able to deassociate it and reassociate it with new FAQ/ticket etc.

fondofotrs

great. thank you for the detailed answer, Stefano.

fondofotrs

perfect, thanks a ton. i didn't realize of specifying server2 as database server while installing otrs db in the first instance.

fondofotrs

initially, i was thinking to install otrs completely (including apache and mysql) on the same server, install a separate remote mysql server and then change it appropriately in config.pm. but now i am thinking that i can just untar the otrs on first server, install apache and then install mysql on r...

fondofotrs

i would like to install and test OTRS on android based tabs like Dell Streak or Samsung Galaxy. can someone let me know if it can be done or if someone has tried it please?

fondofotrs

thank you, crythias. although the category id, priority id etc are listed there, to find the relevant categories, priorities, they would be defined somewhere, right? i don't see the relevant tables that have mappings of category id and category, priority id and priority etc.

fondofotrs

Did you check permissions? You may have assigned different permissions to the new class created. Log in using that member and you should be able to see this CI.

fondofotrs

nobody? these fields should be stored somewhere in the database, don't they?

fondofotrs

Excellent. thank you. i think that otrs and apache can reside on one system while mysql can be separately installed on other system. am i right?

fondofotrs

thanks a ton Wolfgangf. if i mention dataabase DSN, database name and host ip address for the below fields{DatabaseDSN}, {Database} and {DatabaseHost}, that should work. right?

$Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};";

fondofotrs

hi, is it possible to install mysql on remote system and access it from a system where we have OTRS and apache? has anybody done it? can someone share high level view or steps to configure OTRS with remote mysql ? i am referring to installing otrs for the first time by having its MySQL database inst...

fondofotrs

You need to first create a Change and save that as a Template. Once it is saved, then it will appear it in the drop down and then after you can chose the template and create such change requests without going thru the entire process.

fondofotrs

hi, i tried looking for category, impact, priority, state and criticality fields of Change requests in database; however, i am not able to find them. for instance, i can see change_item table has changes; but how do i know what values are represented by category_id, impact_id etc? any help on this i...

fondofotrs

great. thanks. also, i hope that it doesn't put any limits of emails being processed to convert to tickets, right?

fondofotrs

thank you. this is really good. crythias, is there a limit if the options are set using procmail? the requirement is to create tickets only by sending mails in this case and i think that this would be an ideal way to implement. i didn't understand the below 2 steps that you have mentioned there thou...

fondofotrs

thanks a ton for replying. it is also good to know that it is coming from a person who has implemented it. any specific environment you would suggest? i believe that Ubuntu 10.10 and OTRS 3.06 with MySQL should suffice. any thoughts on CPU/RAM size? how many mails do you get everyday and how has bee...

fondofotrs

hi experts, i have received a requirement to implement otrs to convert mails into ticketing system. the customer received about 600+ mails and need to create tickets when the mails arrive. 1. can otrs/mysql hold this kind of load/performance? 2. also, they need the tickets to be created as soon as m...

fondofotrs

thanks crythias. it does not help too much though. for ex, if i search the users based on a pattern and if the pattern returns more than 250 users, NOT ALL are listed. that, sometimes, gives an impression that the users are missing unless you verify them at database level. is there a way to increase...

fondofotrs

hi,
there are more than 250 customers in the otrs instance that we are using. i saw that only 250 users can be listed when searched. is there a way of increasing this limit so that the search can show more than 250 records?

fondofotrs

hi
is it possible to generate otrs tickets either by using otrs API or webservices? does it provide any webservices that can be called to generate ticket?

fondofotrs

hi there,
i am trying to set a queue based on customer location (irrespective of whether he is ldap customer or database customer). is there a way to set the queue automatically based on his location or other parameter without writing genericagent? any help would be great.

fondofotrs

correct. i can search the users and only those limited records show up. the only problem is that it does not display any data. which logs do i need to check for errrors. it does not throw any error while searching though.

fondofotrs

nobody?
your expert tips/suggestions will be really helpful.

fondofotrs

thanks crythias.

fondofotrs

thank you gangaskan. i am now configured ldap with otrs. i get all records but cannot see the data. see the attached file pls. although i have set the visible parameter as 1 in config. pm, i don't know why i cannot see the data when the records exist. when i search it with customer names i know, i g...

fondofotrs

since i am also playing around to see what works correctly, i noticed that when i changed the timings in cron job by using crontab -e -u otrs, and restart cron services, the changes are reflected only for few mins. they are reverted back to original settings of 5 */2 for pending jobs, * /*10 for gen...

fondofotrs

hi there, continued from the previous post- i wanted to know if using crontab -e -u otrs is a right way of modifying the entries to change cron job timings or we should modify the cron jobs in var/cron folder, restart cron services and then run crontab -l -u otrs to ensure that entries are reflected...

fondofotrs

hi again, i wanted to set the cron job for postmaster and pending jobs for 10 mins each. i am working on ubuntu 10/otrs 3.04 and mysql. i gave the command crontab -e -u otrs and then edited the file to set the timings accordingly and then started cron.sh. however, i don't see the postmaster entry he...

fondofotrs

hi, i am still learning otrs and am asked to create reports based on customer location. The customers are configured using LDAP and i can make the location field visible to agents by properly configuring in config.pm. however, i am asked to create report based on location. since that LDAP field is n...

fondofotrs

hi there, i am new to otrs but have tried out few things. i have installed it on ubuntu 10.10/mysql and have windows 2003 active directory. i have read about active directory and otrs integration on wiki also. i want to configure agents with local database and customers with active directory. i have...

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