I am looking to attach auto responses based on what SLA a customer chooses I
have my OTRS Set up as follows
example
Queue - Oregon High School
Service - keyboard/mouse issue
SLA - My mouse does not work
- My keyboard does not work
- Etc etc
My
When creating and replying to tickets it seems to take an average of 30-60
seconds for the system to send the ticket/response and or refresh is this
standard? And if not how can I go about troubleshooting the cause and/or what
is the major cause of a delay like this?
Thank you,
Shawn Gadow
Net
load time
dns are ok ?
On Thu, Apr 28, 2011 at 3:26 PM, Gadow, Shawn
mailto:sga...@ocusd.net>> wrote:
When creating and replying to tickets it seems to take an average of 30-60
seconds for the system to send the ticket/response and or refresh is this
standard? And if not how can
Since my last question was answered so easily I figured I would throw another
probably easy question out there..
I would like to do some font formatting such as color, bold, underline, etc.
etc. in the notification management text body field.. I tried html which it
don't recognize and I didn't
/index.cgi/package/M/MA/MARTINEDENHOFER/AlohaEditor
On Thu, Apr 28, 2011 at 4:43 PM, Marco Vannini
mailto:marco.vann...@gmail.com>> wrote:
You should find richtext searching in sysconfig if i m not wrong
Il giorno 28/apr/2011 16.40, "Gadow, Shawn"
mailto:sga...@ocusd.net>> ha scri
I apologize for the many questions I have had recently you guys have been a
great help..
I do have another question already however.. Is it possible anywhere (I can't
seem to find it) to send a statistical report on a scheduled basis to a
customer via e-mail either straight or by creating a tic
I am fairly new as well.. From my experiences so far though I have gone with
something like the following (requires some small code additions which I will
gladly help you with if you are interested)
Building - (que)
Issue Type - (service)
Detail -
All of the below are available + many more features
Shawn Gadow
Network Administrator
Oregon CUSD 220
"Security is when everything is settled. When nothing can happen to you.
Security is the denial of life." - Germaine Greer
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behal
7. Customers should be created such that different products can be
assigned to him for ticket generation for that product
na (not understand or not used) I assume although I have assumed wrong in the
past that he meant products = services which in that case if a customer chooses
a product
Ok I could be wrong because I don't know your AD structure but take a look
here..
$Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=LDAP
Lookup,OU=Service Accounts,OU=Users,OU=Dept,DC=mydomain,DC=local';
$Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'mypw123';
en tho I probably shouldn't)
Any more help, ideas or opinions would be greatly appreciated.
Kind regards,
Rory Clerkin
On 13 May 2011 14:52, Rory mailto:rcler...@gmail.com>>
wrote:
Hi Shawn,
Thanks for your reply, I'll see how it works out in the container instead.
Kind regar
quot;Security is when everything is settled. When nothing can happen to you.
Security is the denial of life." - Germaine Greer
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Rory
Sent: Friday, May 13, 2011 9:49 AM
To: User questions and discussions about OTRS.
Su
I think the main reason you are not getting an answer is it does not make
sense.. please elaborate what you are asking about a bit more
Shawn Gadow
Network Administrator
Oregon CUSD 220
"Security is when everything is settled. When nothing can happen to you.
Security is the denial of life." -
Does anyone know where I can get free custom customer frontend skins/templates?
Thank you,
Shawn Gadow
Network Administrator
Oregon CUSD 220
"Security is when everything is settled. When nothing can happen to you.
Security is the denial of life." - Germaine Greer
---
I am looking to change the SLA: label on the customer page to something like
Issue: where would I change this at?
Shawn Gadow
Network Administrator
Oregon CUSD 220
"Security is when everything is settled. When nothing can happen to you.
Security is the denial of life." - Germaine Greer
---
'Title{CustomerUser}' => 'Title',
'Firstname{CustomerUser}' => 'First name',
'Lastname{CustomerUser}' => 'Last name',
'Username{CustomerUser}' => 'Username',
'Email{C
I would like to if it is possible (it was with my last ticket system) to pull
the machine name from which the ticket was created into the ticket when it is
created (in a separate field if possible)...
If it is not possible to add the machine name to the ticket automatically then
is it possible
Thank you :)
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Nils
Leideck
Sent: Friday, July 01, 2011 11:30 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Edit SLA: Label on Customer page?
On 01.07.2011, at 18:13, Leonardo Certuche wrote:
Or make
I sent this question earlier but It may have been lost in the spam so I am
trying again
I would like to if it is possible (it was with my last ticket system) to pull
the machine name from which the ticket was created into the ticket when it is
created (in a separate field if possible)...
If it
-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Nils
Leideck
Sent: Tuesday, July 05, 2011 9:38 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Pull Machine Name into ticket
Hi Shawn,
On 05.07.2011, at 15:52, Gadow, Shawn wrote:
> I would lik
] Pull Machine Name into ticket
Hi Shawn,
On 05.07.2011, at 17:18, Gadow, Shawn wrote:
> Which html file contains the ticket submit form?
It's AgentTicketPhone.dtl
But I strongly recommend to follow the documentation at
http://doc.otrs.org/3.0/en/html/themes.html
Cheers, Nils
--
Nils
I modified the AgentTicketPhone.dtl but it didn't modify the customer side
ticket submit side of things.. is that the correct file for modding the
customers form?
-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gadow,
Shawn
Sent: Tuesday,
I would like to prevent auto assigning/locking of tickets when opened by anyone
not in the admin group.. anyone in specific groups would work as well or even
by specific user as I only have a list of about 6 agents in a specific group
that I don't want to auto lock/assign tickets to when they op
) to make it work.
You can find examples here; http://doc.otrs.org/3.0/en/html/acl.html
Also, maybe you can do with just adding RO and Note permissions to the users
that aren't supposed to have the tickets locked?
--
Mike
On Tue, Jul 26, 2011 at 18:43, Gadow, Shawn wrote:
> I would like to
love it works great for me ++1
From: otrs-boun...@otrs.org [otrs-boun...@otrs.org] On Behalf Of Pavel Titov
[pti...@gmail.com]
Sent: Monday, October 24, 2011 12:09 PM
To: otrs@otrs.org
Subject: [otrs] Android App
Hello,
I have noticed a number of requests
Is there an addon or anything to add a knowledge base to OTRS?.. We would like
to be able to document internal processes/how-to's within OTRS itself rather
than in a separate system.. I understand I could create a new queue and place
the information in new tickets in that queue.. but I would rat
Is there a way to bulk print a selection of tickets? Like buy using the
checkboxes in list view or some other way?
Thank you,
Shawn Gadow
Network Administrator
Oregon CUSD 220
"Security is when everything is settled. When nothing can happen to you.
Security is the denial of life." - Germaine Gr
Article content as well
-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Nils
Leideck
Sent: Tuesday, December 20, 2011 1:30 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Bulk print tickets?
On 20.12.2011, at 19:18, Gadow
I have never had this issue with any other web app I have set up however I use
ISS with most of my web apps.. everything works fine with OTRS inside of the
network and has for months now I love the product.. but today I decided to make
it available outside as so I could use a phone app to access
Every time I try to send an e-mail reply to a ticket I receive the following
error..
This was working prior to the upgrade to 3.1.2
Any help would be appreciated
Error Message: Impossible to send message to: berick...@ocusd.net, .
Backend ERROR: OTRS-CGI-10 Perl: 5.12.3 OS: MSWin32 Time: Fri Au
Behalf Of Gadow,
Shawn
Sent: Friday, August 03, 2012 8:55 AM
To: otrs@otrs.org
Subject: [otrs] Can't send e-mail replies after upgrade to 3.1.2
Every time I try to send an e-mail reply to a ticket I receive the following
error..
This was working prior to the upgrade to 3.1.2
Any help would
3.1.2
What do the logs say? Chances are, you *still* have problems sending email.
On Fri, Aug 3, 2012 at 10:10 AM, Gadow, Shawn
mailto:sga...@ocusd.net>> wrote:
I got past that error I believe I noticed that the sendmail settings had been
defaulted with the upgrade.. but now when I reply
create_time,
create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?,
'2012-08-03 10:01:44'
, ?,
'2012-08-03 10:01:44'
, ?)'
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gadow,
Shawn
Sent: Friday, August 03, 2012 9:53 AM
To: User que
_by) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?,
'2012-08-03 10:01:44'
, ?,
'2012-08-03 10:01:44'
, ?)'
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gadow,
Shawn
Sent: Friday, August 03, 2012 9:53 AM
To: User questions and discu
discussions about OTRS.
Subject: Re: [otrs] Can't send e-mail replies after upgrade to 3.1.2
It may be that the conversion didn't complete but did you upgrade from 3.0 or
3.1.1? It appears you didn't complete the schema changes on upgrade.
On Fri, Aug 3, 2012 at 11:12 AM, Gadow, Sh
fore changing
production. The information I've provided is not guaranteed for any purpose,
and your situation may involve pieces that I can't guess from a mailing list.
On Fri, Aug 3, 2012 at 11:28 AM, Gadow, Shawn
mailto:sga...@ocusd.net>> wrote:
I upgraded from 3.0.
So it appears
I ended up having to reinstall DBD::mysql then I finished the process..
however now I no longer get any errors in ortrs.log but mail still does not
send and I am left with just a blank page as previously
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gadow,
Shawn
Sent
ut rather SMTP, and all the configuration that belongs to it.
On Fri, Aug 3, 2012 at 1:37 PM, Gadow, Shawn
mailto:sga...@ocusd.net>> wrote:
I ended up having to reinstall DBD::mysql then I finished the process..
however now I no longer get any errors in ortrs.log but mail still does not
s
after upgrade to 3.1.2
Are you really sure you're using sendmail? on Windows?! Have you got an SMTP
server you can try to use to see if it works? Also if you haven't already make
sure you completely restart Apache so that everything gets reloaded from
scratch.
Steve
On 3 August 2012 19:1
oesn't happen on any OTRS systems I've ever used),
does the Apache logs indicate that it's tried to access something that doesn't
exist and then redirects you back to index.pl<http://index.pl>? (you may need
to tweak the apache config to turn up your logging level).
Steve
After continued troubleshooting I still have no resolution to this problem..
Anyone have anything else I can try?
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gadow,
Shawn
Sent: Monday, August 06, 2012 11:06 AM
To: User questions and discussions about OTRS.
Subject
How would an upgrade to otrs affect the SMTP server settings/blocking? I
apologize for my ignorance on the subject it just don't make sense to me that
something that the SMTP which was working prior to upgrade would be changed
post upgrade when it was not touched
From: otrs-boun...@otrs.org [ma
I would like to require my customers when submitting a ticket to choose a
Service and SLA
Queue/Subject/Text and my custom fields are required however Service and SLA
are not and I cannot seem to locate anywhere how to do this. I attempted to add
Class=> "Validate_Required ",
To the Cu
omBackLink=QWN0aW9uPVB1YmxpY0ZBUVNlYXJjaDtTdWJhY3Rpb249U2VhcmNoO0Z1bGx0ZXh0PXNsYTtTb3J0Qnk9RkFRSUQ7T3JkZXI9RG93bjtTdGFydEhpdD0x;
try that
On Aug 28, 2012, at 20:18 , "Gadow, Shawn"
mailto:sga...@ocusd.net>> wrote:
I would like to require my customers when submitting a ticket to choose a
Service and SLA
Queue/Subject/Text and my custom fields are requir
Put this in your config file replace any with your Data
---
# start LDAP AUTH
# ---
# OVERALL LDAP AUTH
$Self->{'AuthModule'} = 'Kernel::Sys
I am trying to create a report that lists a sum of accounted time by Owner for
closed tickets.. but I don't see owner or agent listed anywhere in the choices
in the statistics module when creating reports.. any ideas?
-
OTRS mai
I read in this thread about this but has anything been done with this yet?
https://otrsteam.ideascale.com/a/dtd/automatically-creation-of-tickets-bei-time-schedule/105471-10369
I would really like to use generic agent or an addon to schedule a ticket to be
created once a month or once a year or s
I have a couple of odd issues. That started on the 20th of last month
approximately
1 E-mails just stopped fetching automatically all of the sudden.. I don't
remember how that works or how I set that up.. but I can manually fetch..
2. the 7 day stats graph stopped showing closed tickets. It is o
.
Subject: Re: [otrs] Odd Issues
cron has stopped.
On Thu, Feb 21, 2013 at 9:07 AM, Gadow, Shawn
mailto:sga...@ocusd.net>> wrote:
I have a couple of odd issues. That started on the 20th of last month
approximately
1 E-mails just stopped fetching automatically all of the sudden.. I don't
r
)!
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald
Young
Sent: Thursday, February 21, 2013 8:56 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Odd Issues
You may start here to find the answer as it's the path I'd take.
https://www
Feb 21, 2013 at 10:21 AM, Gerald Young
mailto:cryth...@gmail.com>> wrote:
Believe the error. Fix the MySQL table. (Google the error.)
On Thu, Feb 21, 2013 at 10:11 AM, Gadow, Shawn
mailto:sga...@ocusd.net>> wrote:
When I attempt to run postmaster mailbox from command prompt I ge
That is a permissions issue. You need to have the correct file permissions set
to allow OTRS to change the config
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Zsolt
Hajduk
Sent: Monday, March 11, 2013 9:01 AM
To: otrs@otrs.org
Subject: [otrs] OTRS statistics with ticke
Hi,
I upgraded from 4.13 to 5.06 today using the RPM (opensuse) and I am now
appearing to have issues with apache. Any help would be greatly appreciated.
[Thu Feb 04 15:19:10.969919 2016] [mpm_prefork:notice] [pid 9670] AH00163:
Apache/2.4.6 (Linux/SUSE) OpenSSL/1.0.1k mod_perl/2.0.8 Perl/v5.1
Update,
I restored server from a snapshot to 4.13 then re-ran the rpm for 5.0.6 it
resulted in the same error.
Thank you,
Shawn
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gadow,
Shawn
Sent: Thursday, February 4, 2016 3:52 PM
To: otrs@otrs.org
Subject: [otrs] error
<mailto:otrs-boun...@otrs.org>
[mailto:otrs-boun...@otrs.org] On Behalf Of Gadow, Shawn
Sent: Friday, February 5, 2016 11:46 AM
To: User questions and discussions about OTRS.
mailto:otrs@otrs.org>>
Subject: Re: [otrs] error AH01797 Upgraded from 4.13 to 5.06
Update,
I restored s
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