Znuny Open Source Ticketsystem

troffasky

Scenario: I need to report each month the time spent on six [although this number will only increase] different CustomerIDs, using TicketAccountedTime. Here's the stat I'm using, per CustomerID: sipcap2.png It doesn't seem to be possible to report on multiple CustomerIDs simultaneously, thus necessi...

troffasky

http://doc.otrs.org/3.2/en/html/stats-managing-the-stats-module-by-the-sysadmin.html "Data base table All report configurations are implemented and administrated in XML, and therefore stored in the database table "xml_storage". Other modules whose content is presented in xml format us...

troffasky

See also: http://forums.otterhub.org/viewtopic.php?f=61&t=5609 although there's no actual solution there. Is ArticleCreate the only Event you've got selected? AIUI, ArticleCreate is for when articles are added to tickets, eg notes, emails, etc. If you want notifications on new ticket creation, t...

troffasky

The History option in the ticket may shed a little more light?

troffasky

A limit on the size of $QData{"Body"} might be useful. A bit of context is useful, but rarely the entire thread [although, yeah, it's down to your agents to use their skill and judgement]. Also, we get emails from a certain customer that look 'normal' in an email client but in OTRS seem to...

troffasky

An enhancement request was created against version 2.4.7 in 2010, for more advanced search functionality, including NOT and various other useful things.

http://bugs.otrs.org/show_bug.cgi?id=5772

I assume any enhancement requests for 2.x would be ignored now. Does it need to be bumped to cover 3.x?

troffasky

I am having a go at using event-based notifications to do this, with the key event being TicketCreate. Should be workable where you only have a few customers that need this functionality [as each one needs their own notification]. For scalability, an 'AlwaysCConCreation', 'AlwaysCC' or similar param...

troffasky

This probably applies to stats and GenericAgent as well, but where I'm looking is in the ticket search. I am trying to bring up a list of all tickets, where nothing has happened in the last 5 days. For this, it appears I would need to do a negative search, as there doesn't seem to be a "Ticket ...

troffasky

pratikjoshi wrote: i get stuck at the command a2ensite.conf it says ots.conf does not exist.

The command is 'a2ensite', or, 'a2ensite otrs.conf'. If you try 'a2ensite ots' or 'a2ensite otrs' it won't work.

See also "Preparing the installation from source" in the OTRS manual.

troffasky

"use" not allowed in expression at /opt/otrs/scripts/apache2-perl-startup.pl line 67, at end of line\nsyntax error at /opt/otrs/scripts/apache2-perl-startup.pl line 67, near "use Kernel::Config"\nBegin not safe after errors--compilation aborted at /opt/otrs/scripts/apache2-perl-...

troffasky

Yes. I have a similar requirement - a few CustomerIDs where CustomerID::Boss wants to know every time one of their users raises an issue with us. I expect that this is a fairly common requirement among service organisations. I have looked at ACLs and GenericAgents but neither quite seems to have the...

troffasky

One of my users has reported to me the same issue this morning, seems like Chrome on Windows behaves differently to Firefox on Ubuntu with regards to a page disabling the usual context menu.

troffasky

So, I would like to know how to display a closed ticket page ? If you want to do this manually then create a search that matches [State: Closed Successful/Unsuccessful, Ticket Close Time: Last 30 Days], save it and use the Profile Link button so you can bookmark it [personally I had no use for the ...

troffasky

Not seeing this with Firefox 18.0.2 and OTRS 3.2.1.

Actually, I get an extra [FCKeditor I assume] menu if I right click some selected text, as well as the Firefox menu.

troffasky

Gaah, just noticed the Profile Link button! This is better than click, click, click, but I wish search profiles could be shared between users.

troffasky

OK, scratch that then.

How can I bookmark searches?

troffasky

What parameters are available to QueueView? /otrs/index.pl?Action=AgentTicketQueue;QueueID=0;View=;Filter=;SortBy=Age;OrderBy=Down I see lots of potentially useful things here. What is 'Filter=' and 'View='? I have tried supplying the name of a search template to either of these and it either ignore...

troffasky

I use the Time units to trigger this and made it mandatory [although it's still possible to enter 0 time to avoid this].

troffasky

Works for me in Firefox but not Chrome. Middle mouse paste is unreliable in Chrome too. So Firefox is what I use every day.

troffasky

What do you have in

Admin > Queues > [queuename] > System Address

for each of the queues?

Also try using an MUA to send some emails through your mail server with different From: addresses and see what happens.

troffasky

Split seems to create a phone ticket no matter what the type of Note that one splits on.

troffasky

Checked case, case matches. Anyway if case was important, I would expect an empty report or no report, not a report with nothing in. I am preparing to upgrade to 3.1 anyway so will pursue this after then.

troffasky

They need to be in your My Queues in order to appear in your view of the dashboard.

troffasky

Here's what I have in my crontab:

Code: Select all

55 8 * * mon,tue,wed,thu,fri /opt/otrs/bin/otrs.GenerateStats.pl -n 10014 -r support@myorg -s helpdesk@myorg -f Print -m "Report attached as PDF" > /dev/null 2>&1

troffasky

There's some very relevant help with --help: # /opt/otrs/bin/otrs.GenerateStats.pl --help otrs.GenerateStats.pl <Revision 1.3> - OTRS cmd stats Copyright (C) 2001-2010 xxx, http://otrs.org/ usage: otrs.GenerateStats.pl -n <StatNumber> [-p <PARAM_STRING>] [-o <DIRECTORY>] [-r <RECIPIENT> -s <SENDER>]...

troffasky

One scenario I can think of would be that the user is trying to search for a string that contains a wildcard character. Escaping the wildcard would effectively disable it in that instance. Using escape characters may be an impediment to the users if a significant number of the searches they perform ...

troffasky

Personally I think it's too wide as well, by about 400 pixels by my reckoning. There's so much empty space in there that just isn't used for anything. In Firefox I've disabled the uneditable URL bar that Firefox adds to popup windows, as that uses up some vertical space needlessly, which helps sligh...

troffasky

I know that being able to edit ticket entries does not fit in with the audit-proof philosophy of OTRS. However, one scenario when I'd like to be able to do this is with tickets that have a number of discrete sub-tasks, but the overhead of logging a separate ticket for each sub-task and linking them ...

troffasky

You could edit the notification [Agent::OwnerUpdate] to include the ticket ID in the Subject: field. That might help. I know that when we get OOO from customers they go to the correct ticket so should work for agents too.

troffasky

e.g. if a new user is added to Company A (to their Active Directory domain), do they also have to be added manually to the OTRS system so that they can use it They do not. Anyone can email in to helpdesk@ [or whatever] to create a ticket [and I expect you can configure it so that only certain users...

troffasky

Anyone else seen this? # nslookup forums.otrs.org Server: 10.34.53.1 Address: 10.34.53.1#53 Non-authoritative answer: forums.otrs.org canonical name = otrs-forum.de. # nslookup otrs-forum.de Server: 10.34.53.1 Address: 10.34.53.1#53 Non-authoritative answer: *** Can't find otrs-forum.de: No answer

troffasky

It works for me with reKonq, although it does seem to be a bit slower than Chrome and Firefox, so they're what I use. Tested in Konqueror 4.6.2 and that works as well.

troffasky

When writing documentation in FAQ section, I sometimes need to create links to other objects [eg Tickets and FAQs], especially for overviews for complex subjects. To do this I'm creating links to "/otrs/index.pl?Action=AgentFAQZoom;ItemID=..." or whatever. I can use the Link menu, but this...

troffasky

I have a report in Statistics that sums TicketAccountedTime per customer for all tickets of Type "Timed Support" over the past 3 months. We set a ticket to type "Timed Support" when a customer needs some support not covered by their contract. Then as part of the billing process, ...

troffasky

In a similar thread, Crythias suggested Time Accounting: http://forums.otrs.org/viewtopic.php?f=53&t=10890

troffasky

Each queue can have it's own email address.

troffasky

Dare I ask why you wouldn't just create an email ticket? AFAICT after a few months of using OTRS, the only difference between the two is that one sends emails and the other doesn't.

troffasky

Why does it need to be a standalone web page? You can have almost anything in an FAQ entry that you might have on a standalone webpage. You may even be able to have an iframe? I don't know about what access you allow to your OTRS, but you could publish these as public FAQ entries that don't need a l...

troffasky

Lo and behold <OTRS_TICKET_Type> is the correct tag to use.

Besides a lucky guess, how could I have discovered that without asking in here?

troffasky

If you mean <OTRS_TICKET_Type>, I didn't use it because it didn't occur to me to use it, and because I haven't seen it listed anywhere. A google search turns up all of 0 hits for it [although this thread will appear in search results at some point, I'm sure].

troffasky

I have ticket types enabled. I also have an event notification that emails every agent update like so: Owner: <OTRS_OWNER_UserFirstname> <OTRS_OWNER_UserLastname> State: <OTRS_TICKET_State> Queue: <OTRS_TICKET_Queue> Type: <OTRS_TICKET_TicketFreeText1> Note added by <OTRS_CURRENT_UserFirstname> <OTR...

troffasky

In the top-right of the FAQ Explorer, as with the ticket QueueView, there is an 'S' button to select a Small view of the results. There is no M and L as with the QueueView, however. Is this a configuration option, or an unimplemented feature?

troffasky

Check the OTRS log and the Apache error log. I had a permissions issue when upgrading from source on Ubuntu [basically the same as Debian] where some Javascript files couldn't be written, and therefore not served to the client.

troffasky

2. How can I automatically create a recurring ticket in OTRS 3.0.8? I've used a cron job for this: cat /root/mc.html | mail -s "Morning Checks for week `date +%W,` `date +%Y`" -a 'Content-Type: text/html; charset="UTF-8"' -a "From: support@domain" helpdesk@domain mc.ht...

troffasky

Admin > SysConfg > search for 'PostmasterDefaultState'. Check what it's set to.

troffasky

IE6 is not supported in OTRS 3.

troffasky

Thanks for that Mike. I had had a dig around in SysConfig but didn't find it before. For the benefit of anyone else wondering about this: Admin > SysConfig > search for 'FAQ' > edit 'Core::Item'. Set 'Show' to blank to remove a field. 'Prio' controls the sort order of the fields. I have configured o...

troffasky

We use OTRS to support internal and external customers. I am looking to replace our existing KB for the support team. Currently this consists of the Documents section in SugarCRM, which is pretty basic. The vast majority of the documents will be for internal use only. I looked at the ITIL stuff on Y...

troffasky

You do not have to use LDAP to add customer information, it can be done with the standard database backend.

As for the OP's question, are you wanting to automatically populate the customer information when an email is received? Or are you hoping to add more fields in addition to the standard ones?

troffasky

Have a look at what the OTRS log says for the times when the two tickets were created. Any errors?

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