Znuny Open Source Ticketsystem

kool_kid

Hi All, We have decided to go ahead and use the Config Item ITSM module but we are currently facing 2 issues as listed below. 1. When using ITSM Config Item we would like to search all classes for items belonging to same owner. This is possible using otrs addon "CI Custom Search" but we ar...

kool_kid

Thanks for reply Roy.

Is anyone aware of such an addon available to display CI info in ticket view.

kool_kid

Dear, We are using OTRS 3.1.1 and planning to use the Asset management module of ITSM. I have 2 questions with regards to using CMDB. 1. If I add a new field in CI like serial number in Network Class >> Network, does it automatically gets added in backend DB or do I have to edit some tables in backe...

kool_kid

Hehe Thanks for pointer.

I found the setting under Framework -> Frontend::Admin::ModuleRegistration after enabling General Catalog appears in Admin panel.

kool_kid

Thanks for reply.

How do I enable this setting from SysConfig and I see see Generalcatalog.xml file in Config/Files folder.

kool_kid

Hi I'm using OTRS 3.1.10 with ITSM 3.1.9 on Windows 2008 with IIS & Active Perl. The Link for General Catalog is not visible in Admin Panel. When I try to use link http://localhost/otrs/index.pl/Action=AdminGeneralCatalog im getting below error. I'm trying to rename Criticality fields using Gene...

kool_kid

I have resolved the issue, Thanks for help. I was able to get the config from below thread, posted by ksbuchanan http://forums.otterhub.org/viewtopic.php?f=61&t=7082 For reference I have pasted ksbuchanan's working config below. I'm using Windows 2008 R2 with MSSQL DB, OTRS version 3.1 # -------...

kool_kid

Jojo, Thanks for reply. Yes I realized and changed my config to what looks like below. Is this correct?, becuz i still get an error in logs [Notice][Kernel::System::CustomerAuth::LDAP::Auth] CustomerUser: Test.test (CN=Test Test,OU=IT,,DC=d0dm,DC=com) authentication ok (REMOTE_ADDR: 192.168.158.142)...

kool_kid

Hi, I have already integrated my agents authentication with AD now I'm trying to integrate my AD with Customer authentication. My target is to enable customer authentication for all AD users on customer login. I do not want to put AD users in a group for authentication. Below is my current customer ...

kool_kid

I ditched frontend on linux and backend on windows and moved to IIS + MSSQL which works very fine in few mins (if you follow right config doc

).

Thanks for reply anyways.

kool_kid

Hi, I have installed a working MSSQL Server 2008. My OTRS front end is running on Centos 5. I have installed Freetds to work as SQL Driver. The Connectivity to Database is proper and when I run CheckDB.pl it says Trying to connect to database DSN: DBI:ODBC:MSSQL-OTRS DatabaseUser: otrs It looks Ok! ...

kool_kid

Thanks.

I have found this viewtopic.php?f=62&t=10601 which describes how to make Service Mandatory, let me try this for Ticket Note.

I will post back.

kool_kid

Thanks Crythias.

Do you know of anyway to make it mandatory or submitting note should throw error if this value of service is null?

kool_kid

Jojo: Is it possible to edit the dtl and pm files and getting going or does it require writing functions and other stuff? Crythias: Not for all response but rather on first response. The point here is that we are receiving tickets through email and we cannot set Service/sla except when replying to t...

kool_kid

Hi All, We are receiving tickets through email and our agents reply them and close them. We would like to mandate the selection of service and sla on our agents. We thought of achieving this in 2 Steps. Step 1: Add Service/Sla selection boxes to Ticket Reply Step 2: Make Service/SLA Selection mandat...

kool_kid

Hi, I have already integrated OTRS with AD, I would like to extend this integration further. 1) Add more AD attributes in OTRS, I know I can do some mapping in config.ini but if someone can give me an example it will be appreciative, say for example I would like map Company Name Field in OTRS 2)I wo...

kool_kid

Hi,

If I set WebUploadCacheModule to FS then attachment doesnt appear in outlook when replying emails with attachement. If I set WebUploadCacheModule to DB then attachement doesnt appear in outlook when forwarding emails. I'm using OTRS 3.0.5, any fix available?

kool_kid

Yes, but you are causing this by changing queues. You should be changing Priority and/or escalation. There is no real need to change SLA or Queue just because the ticket is more critical to respond to. Those features are already built into the SLA. Thanks for the response but you left me lil a conf...

kool_kid

Suppose I have 3 SLA's with customers and if im having L1/L2/L3 queues, then I needs to have total 3x SLA's ? SLA_1 will map to L1 queue, SLA_2 will map to L2 queue and etc. Also for every sla I will have to create a generic agent.

AM I understanding this correctly?

kool_kid

Still chasing this thing.

Anyone with any wild pointers??

kool_kid

To cover point 2 I was thinking to create a Generic agent for L1 Queue which will moves escalated tickets to L2 Queue and changes the escalated values to new values using " Ticket CMD" or "Custom Module".

My question is how to use this Ticket CMD or Custom Module?

kool_kid

Just tested the Escalation precedence, its SLA escalation that takes precedence over Queue Escalations.

Now I'm wondering on how to cover point 2 and 3 above.

kool_kid

crythias wrote:For number 4, start here: http://forums.otrs.org/viewtopic.php?f=60&t=7138

Awesome! that will do.

Waiting for replies/pointers for 1-3. I hope im able to explain my queries, feel free to ask if you need more info.

kool_kid

Hi, I would like to know some infomation about SLA/Services. 1) Which Escalations time takes precedence Queue level or SLA level? 2) If SLA Escalation time takes precedence over Queue Level then how I do set Escalation times for different queues. Example I have L1/L2/L3 Queues If First Response Time...

kool_kid

PDF::API2 is already installed version 2.0.19 something.

kool_kid

Below is the error message im receiving. I checked the language folder and all mentioned files are present. Pointers to resolve this issue are welcome otrs\bin>perl otrs.GenerateStats.pl -n 10001 -r mail @domain.com -s mail@domain.com -m 'test' -f Print Use of uninitialized value $PDF::API2::Version...

kool_kid

Hi,

I would like to test whether a stat report can be automatically generated and email to particular user. I saw a post but it was for V2 of otrs and used a file mkstat.pl file to do this job. The same file is not available in v3.

kool_kid

I Agree.

I already made a lot of changes in different files of otrs like renaming sla to something else etc etc. It will be difficult for me to upgrade and I will plan upgrade if and only if there is a major issues with the existing version.

Thanks for your help again.

kool_kid

Yeppers!!! It worked!!!

You said this wont work over reboot? Why is it so I changed the ticket.xml file and removed validate entry, does ticket.xml gets generated every time otrs starts? I'm using otrs on a windows 2k3 server with MSSQL using IIS so it doesn't work as a service like in unix.

kool_kid

uploaded the image and added the sig.

I reverted back to original followup.pm and still the changes dont show up in sysconfig.

kool_kid

There are no logs in system logs related to this sysconfig entry.

Here is the screenshot.

Even after changing the value and clicking "update", the entry is same. Moreover I changed the value in followup.pm and changed there and still the value is same.

kool_kid

Hi, This will work for me but im unable to activate the option. Config Options: Ticket -> Core::PostMaster -> PostmasterFollowUpStateClosed is set to "open" but im unable to change the value for PostmasterFollowupState. Even I edited Kernel/System/Postmaster/followup.pm but the value is no...

kool_kid

That would work for me but I have only concern. if a ticket is closed and someone followup on that ticket will it open the ticket or keep it close and just send a notification??

kool_kid

I created a new state for pending reminder and it is working good. The only thing that irritates me is that when I change the ticket to this particular state and set reminder time then if the customer replies to this ticket it changes the state to "open" which I do not want. I would like t...

kool_kid

Thanks. I always appreciate your help.

The format you gave me works like a charm. Request you to add this Regex tutorial help or some guide on the otrs's Postmaster Filter webpage.

Thanks once again. This issue has been pestering me a lot.

kool_kid

Panic, user authenticated but no user data can be found in OTRS DB!! This happened with me as well and it happens when you dont have the user created in DB. Simple thing, create the user with same username and email address then try to login. Your script should automatically create the users in DB,...

kool_kid

Logically speaking, otrs works on Database. If you can sync/replicate databases on different locations then this is doable.

All you need to do is install otrs and link it to the database, one database for all locations.

kool_kid

Right now I have 5-6 keywords that I search for in the subject field of incoming emails, if the keyword is found then the ticket is moved to particular queue. below is the example Filter Condition Header 1: Subject value 1: ([printer] | [server*] | [network***] | [internet] | [computer*] | [laptop*]...

kool_kid

Appreciate your response.

Is there a way to turn off case sensitivity completely?

kool_kid

Hi, I have some post master filters already created and are working good. I have noticed that the keywords I add in the filter are case sensitive. Test, TEST, test and TeSt are all different keywords for postmaster filter. Is there a way to disable this case sensitivity? EDIT: I'm using version 3.0....

kool_kid

The service called "SQL Browser Service" was stopped. Starting this service fixed the problem.

kool_kid

The problem is here DBI connect('driver={SQL Server};Server=192.168.62.16,1433;database=otrs;uid=otrs;pwd=password;','otrs',...) failed: [Microsoft][ODBC SQL Server Driver][DBNETLIB]SQL Server does not exist or access denied. (SQL-08001) [state was 08001 now 01000] [Microsoft][ODBC SQL Server Driver...

kool_kid

I'm getting this error when trying to login to otrs Error Message: Sorry, can't load C:\inetpub\wwwroot\otrs::Kernel::Language::en_ITSMConfigItem.pm Error Details Backend ERROR: OTRS-CGI-10 Perl: 5.12.3 OS: MSWin32 Time: Tue May 24 19:31:44 2011 Message: Sorry, can't load C:\inetpub\wwwroot\otrs::Ke...

kool_kid

Upon changing the charset to iso-8859-1 I'm able to view attachments but I get this sort of symbols on subject line. http://img845.imageshack.us/img845/4821/otrscharset.png I also get these messages in tickets preview pane. "This message was written in a character set other than your own.If it ...

kool_kid

Hi, All my attachments in otrs are corrupted. I cannot see image files, excel files, only txt files are viewable. I'm using MSSQL as db backend and IIS. I have changed these setting in sysconfig to test if it works. TicketStorageModule =Kernel::System::Ticket::ArticleStorageFS FrameWork::Core::Web::...

kool_kid

Thanks. I will try to live without it. Will be looking for workaround if someone can help.

kool_kid

Hi, Suppose I have 2 Queues, Queue-1 & Queue-2. Queue-1 is set for 2 hours of First response time and Queue-2 is set for 4 hours of First response Time. Now if a ticket is escalated from Queue-1 to Queue-2 and later Queue-2 agent moves it back to Queue-1 then the ticket is again getting escalate...

kool_kid

I applied the fix mentioned in bug comments but it didnt work. Is there another way to achieve what I'm trying?? On a different note, how do you lock a ticket for a agent who had replied to the ticket. For example, I have 10 agents and I keep getting many tickets, I want to lock the ticket for the a...

kool_kid

Gotcha, I will try the fix mentioned and see if it works.

In general, I would like to know the difference between keyword "last" and "before".

kool_kid

Hi, I know this sounds very basic, but how exactly do we set generic agent to filter all escalated tickets. I have Queue1, Queue2 and Queue3. Queue1 & Queue2 are both set for 400 mins First Response Time and 24 hours Solution Time. I have these Queues set with the proper calendar. If the First R...

Search found 86 matches