Re: [otrs] Can we have seperate SLA(response time, update time, solution time) for each priority?

he definition set on #5 8. If you want to customize some of this behavior, use ACLs http://doc.otrs.org/2.4/en/html/c2064.html Greetings, Leonardo Certuche 301 284 6250 460 0727 ext 5559 leonardo.certuche AT itilibre.com www.itilibre.com Cra 31 # 54-10 TECNOSOFT Medellín, Colombia On Thu

Re: [otrs] Problem mapping Customer Users to Services

You could use checkboxmate or checkfox, both are firefox add-ons that will make your clicking tasks easier ;) Leonardo Certuche On Tue, May 19, 2009 at 2:52 AM, Richard Cross wrote: > I'm using OTRS 2.3.4 with ITSM 1.2.3, and having difficulty managing our > company services again

Re: [otrs] Ticket Solution Time

n the calendar associated. Does anyone have queries like that to share? Thanks in advance, Leonardo Certuche 301 284 6250 460 0727 ext 5559 leonardo.certuche AT itcon-ltda.com www.itcon-ltda.com Cra 31 # 54-10 TECNOSOFT Medellín, Colombia 2009/5/19 Fürtbauer Wolfgang > Hi, > > As far as

Re: [otrs] jpg images with company theme

Hi, I just copied file.jpg in /opt/otrs/var/httpd/htdocs/images/Standard and then inserted the following code in /opt/otrs/Kernel/Output/HTML/Standard/CustomerHeader.dtl It worked! Leonardo Certuche 301 284 6250 460 0727 ext 5559 leonardo.certu...@itcon-ltda.com www.itcon-ltda.com Cra 31

Re: [otrs] notification to sender of ticket, if his ticket was closed.

The survey does it. Here is the how-to http://www.mail-archive.com/otrs@otrs.org/msg24865.html Leonardo Certuche On Mon, May 25, 2009 at 12:30 AM, aman wrote: > hi, > > i am new to otrs, using otrs 2.3.4 on a centos 5.2. > our requirement is when a agent close the ticket, notific

Re: [otrs] show all tickets to the agents.

You could enable status view in order to se both open an closed tickets. Go to sysconfig and then Ticket -> Frontend::Agent::ModuleRegistration If you want to get rid of the locking feature, this guys seems to have achieved it http://www.mail-archive.com/otrs@otrs.org/msg19793.html Leona

Re: [otrs] show all tickets to the agents. (Leonardo Certuche)

Hi, Did you already enable statusview? If I go to /otrs/index.pl?Action=AgentTicketStatusView I can see all tickets (open, closed, locked, unlocked) If you haven't, go to Sysconfig -> Ticket -> Frontend::Agent::ModuleRegistration Leonardo Certuche 301 284 6250 460 0727 ext 5559 leo

Re: [otrs] Upgrading OTRS 2.2.7 to 2.3.4 on Windows Server 2003

a rule at /index.pl?Action=AdminGenericAgent to better handle those messages if needed Greetings, Leonardo Certuche On Tue, May 26, 2009 at 11:59 AM, Justin Holt wrote: > Hi all, > I'm sure something of this nature has been posted before, I just don't know > how you c

Re: [otrs] OTRS system - call escalation

has a lockout time, with another generic agent task that will move the ticket to 3rd if the condition is met, does it make sense? Give it a try and let us know how it goes ;) greetings, Leonardo Certuche On Thu, May 28, 2009 at 8:36 AM, Gary Kilmister wrote: > I would like to implement

Re: [otrs] Nagios integration

broken. As documentation, the following three entries can help you out: http://blog.kuhn-kt.de/?p=116 http://otrs.org/media/nagios_conference_2008_en.pdf http://www.otrs.com/en/news-and-press/news-details/article/automatic-system-and-network-monitoring-with-otrs/ Greetings, Leonardo Certuche On

Re: [otrs] how to suppress ticket in one shot ?

create a task using the generic agent /otrs/index.pl?Action=AdminGenericAgent Leonardo Certuche On Tue, Jun 16, 2009 at 8:56 AM, wrote: > > > > > Hi everybody > > I installed otrs in order to test it and I already have 2964 tickets open > because I used a acount ma

Re: [otrs] Creating a template issue

Hi, On ubuntu, if you know root password the following command should work: sudo mkdir /var/www/yourfolder If you want your folder to be published, after creating all needed files in yourfolder, run the following command sudo chown -R www-data:www-data /var/www/yourfolder Leonardo Certuche

Re: [otrs] Custom fields: multicompany users

Hi there, New fields can be easily included using the free text field functionality. In the following FAQ entry they explain how to define them and make them visible: http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=302 greetings, Leonardo Certuche On Mon, Jun 22, 2009 at 9:3

[otrs] more than 6000 closed tickets

ing user's manual entry http://doc.otrs.org/2.4/en/html/c2632.html in which they talk about performance but they won't mention anything about not showing old tickets after the 6000 limit is reached. Has anyone faced this same situation? Any help is much appreciated! Greetings

Re: [otrs] more than 6000 closed tickets

lient and for thar matter they were trying to sort the AgentTicketStatusView by client number As you said the database is my friend so I guess I will come with some queries using AdminSelectBox but I still wonder why they won't show them all under StatusView. Thanks again, Leonardo Certuch

Re: [otrs] Agent Notification for new tickets?

make sure that a new entry similar to "Sent agent 'NewTicket' notification to 'ag...@domain'." shows up. About customers, the ones you mention are the only ones available by default, I wonder if someone has set up different ones. Greetings, Leonardo Certuche

Re: [otrs] Question regarding inbound email / ticket creation

minutes (if it says so at /otrs/index.pl?Action=AgentPreferences), a new ticket should show up on the chosen queue Greetings, Leonardo Certuche On Thu, Jul 2, 2009 at 2:44 PM, Jon Accornero wrote: > Thanks for the info. I'll certainly head in that direction. > > I actua

Re: [otrs] Hello and first question

ngs, Leonardo Certuche Medellín, Colombia On Thu, Jul 2, 2009 at 3:38 PM, Santiago R. Lunar M. < santiago.luna...@gmail.com> wrote: > Hi, my name is Santiago Lunar and new using OTRS, i'm from Venezuela and > work with Debian GNU/Linux since 2003; i think OTRS is a great Troubl

Re: [otrs] A few questions on otrs' capabilities.

sends a copy of the e-mail to the account associated with the queue, and agent could reply to a ticket from his e-mail client Greetings, Leonardo Certuche On Thu, Jul 2, 2009 at 4:14 PM, Mauricio Tavares wrote: >I want to install a trouble ticket manager program here but have a &g

Re: [otrs] Hello and first question

Hi there, If you want to get rid of elements of the interface, you can take them off from /opt/otrs/Kernel/Output/HTML/Standard I guess the one you want to modify is AgentTicketEmail.dtl It would be nice to know how it goes, please let us know. Greetings, Leonardo Certuche On Fri, Jul 3

Re: [otrs] Hello and first question

otrs files you changed along with a short explanation, I'd like to try them. Greetings, Leonardo Certuche 301 284 6250 460 0727 ext 5559 leonardo.certu...@itcon-ltda.com www.itcon-ltda.com Cra 31 # 54-10 TECNOSOFT Medellín, Colombia On Mon, Jul 6, 2009 at 9:52 AM, Santiago R. Luna

Re: [otrs] Login Account cannot be accessed

Do you have any proxy setting on your browser? Have you tried from another machine? Does the OTRS server reply pings from your machine? Greetings, Leonardo Certuche On Thu, Jul 9, 2009 at 11:21 AM, Brad Gayler wrote: > I am getting an error because internet explorer times out say

Re: [otrs] Login Account cannot be accessed

). Let us know how it goes. Greetings, Leonardo Certuche On Thu, Jul 9, 2009 at 12:43 PM, Brad Gayler wrote: > Proxy setting is on Auto Detect > > I have tried from 2 other machines and get same results. I can logon as > root and as any other agent from my laptop and my desktop.

Re: [otrs] FAQ: receiving emails through IMAPS

n better help you Greetings, Leonardo Certuche On Fri, Jul 10, 2009 at 11:24 AM, Mauricio Tavares wrote: >Quick interface question: in the postmaster mail account page > (Admin->PostMaster Mail Account), how do you setup an email to receive > messages through imaps? From

Re: [otrs] How can I disable a module?

Hi there, Go to sysconfig and do a search for AdminUserGroup, the only entry will be Frontend::Admin::ModuleRegistration Click on it and look again for AdminUserGroup, you'll se an entry called Frontend::Module###AdminUserGroup: ucheck it and that's it! Greetings, Leonardo Certuche 30

Re: [otrs] Delete a ticket?

tor::MinCounterSize so your new tickets look different from your test tickets. Greetings, Leonardo Certuche On Wed, Jul 15, 2009 at 5:13 PM, Kirby Fell wrote: > Hi All, > > > > Is there any way to completely delete a ticket? We created quite a few > “test” tickets while resolving

Re: [otrs] How can I disable a module?

did you click on the update button on the bottom of the screen? that way your change is saved ;) Leonardo Certuche On Wed, Jul 15, 2009 at 5:22 PM, Mohamed-Amine Kadimi wrote: > > Hi > > Thank you for your reply; I already unchecked the entry you said, but now I > have a weird

Re: [otrs] How can I disable a module?

=> 'Users <-> Groups', NavBarName => 'Admin', NavBarModule => { Module => 'Kernel::Output::HTML::NavBarModuleAdmin', Name => 'Users <-> Groups', Block => 'Block1',

[otrs] connection to several active directories

Hi there, Here's a short question for the ones who have OTRS working against Microsoft Active Directory: Is it possible to integrate a single OTRS installation with several Microsoft's Active Directory at the same time? Thanks in advance for your help. Greetings, Leonard

Re: [otrs] A few confused questions

=AdminAutoResponse using the autoreply type, you can even send the ticket number to the client so he can keep track of it. Greetings, Leonardo Certuche 301 284 6250 460 0727 ext 5559 leonardo.certu...@itcon-ltda.com www.itcon-ltda.com Cra 31 # 54-10 TECNOSOFT Medellín, Colombia On Tue, Aug 4, 2009 at 12:14 PM

Re: [otrs] A few confused questions

could be unset, absolut paths rarely fail ;) Hope it helps, Leonardo Certuche On Tue, Aug 4, 2009 at 1:14 PM, Mauricio Tavares wrote: > Leonardo Certuche wrote: > >> Hi Mauricio, >> >> What user is the cronjob associated with? I once have that same issue and >> m

Re: [otrs] Timeout

Greetings, Leonardo Certuche 2009/10/13 Adrián Fernández Leiro > Hi everybody: > > > > Is there any way to have notified an agent if it doesn’t answer a ticket > for too many time? > > > > Thanks. > > ---

Re: [otrs] New to OTRS

chillout, there are plenty of people who has configured OTRS with external e-mails, they're willing to help but if you pissed off, they won't ;) please send us your logs so we can understand what's going on greetings, Leonardo Certuche On Tue, Oct 27, 2009 at 3:18 PM, Jason

Re: [otrs] New to OTRS

Most of the thing's I've done with OTRS have been with the help of someone else, not strictly by myself. Please go to /otrs/index.pl?Action=AdminLog and paste the log entries related to this issue here, that way we can better help you ;) Leonardo Certuche On Tue, Oct 27, 2009 at 3:59

[otrs] otrs on linux, database on MSSQL: Data source name not found, and no default driver specified

105.2.1) Line: 188 Module: CheckDB.pl (v1.22) Line: 53 No database connect! Any help is much appreciated. Thanks in advance, Leonardo Certuche - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/p

[otrs] otrs on linux + MSSQL, which linux distro?

part is working but the freetds is not. I just want advice on which linux distro use in order to easily accomplish this setup. I'm willing to compile from source anything, I just want some directions from people who have successfully accomplished this kind of connection. Thanks in advance for

[otrs] benchmarking against mssql and mysql

orget about MSSQL for OTRS, so if you guys have facts or experiences you could share here, I much appreciated it. Thanks million, Leonardo Certuche - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://li

Re: [otrs] benchmarking against mssql and mysql

ename, content_type, content_size, content, create_time_unix, content_id) VALUES (?, ?, ?, ?, ?, ?, ?)' Does anyone know how to overcome this problem? Thanks, Leonardo Certuche On Tue, Nov 10, 2009 at 10:37 AM, Marco Vannini wrote: > Hi leonardo, > > If you have the availabili

[otrs] GenericAgent running more often than 10min

ible => { # possible ticket options (white list) Ticket => { Queue => ['Mesa de Servicios Critico'], }, }, }; But that seems not to work either Is it possible to run GenericAgent say each 2 minutes? Does the ACL sho

Re: [otrs] GenericAgent running more often than 10min

se it? We just want tickets from certain SLA to be moved to a give queue ASAP. Thanks, Leonardo Certuche On Sun, Nov 22, 2009 at 2:52 PM, Alexander Halle wrote: > Nils Leideck - ITSM wrote : > [...] > >> The one which is calling the GenericAgent.pl <http://GenericAgent.pl> &

Re: [otrs] GenericAgent running more often than 10min [SOLVED]

o!', Body => 'Movido a la cola Critico por tener un SLA Critico!', ArticleType => 'note-internal', # note-internal|note-external|note-report }, }, }, My mistake was to write : Queue => 'Subqueue', Instead of: Queue => 'Q

[otrs] only 250 customers shown

7;PASSWORD'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'Customer::AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; Keeping this syntax, how should I se

Re: [otrs] only 250 customers shown

Thanks for your quick response Nathan, more info on which dtl or even which line on it it's more than welcome (I'm not a skilled programmer) Greetings, Leonardo Certuche On Mon, Nov 23, 2009 at 9:04 PM, Nathan Campbell wrote: > You may have to modify the actual page dtl itself -

Re: [otrs] only 250 customers shown

hanks a lot, Leonardo Certuche On Mon, Nov 23, 2009 at 11:26 PM, Nathan Campbell wrote: > I'm sorry - I can't find it at the moment, I do think I need to correct > myself and say that the value I am talking about (if I remember correctly) > was not modifying a .dtl file but o

Re: [otrs] GenericAgent running more often than 10min

LA => ['Critico 30min'] but also with Service => ['Inc::Claves::Red'] Any clues? Thanks! Leonardo Certuche On Mon, Nov 23, 2009 at 7:17 PM, Leonardo Certuche < leonardo.certu...@itcon-ltda.com> wrote: > Indeed! > > Here is the working job (running ev

Re: [otrs] Starting with ITSM 1.3

Go to /otrs/index.pl?Action=AdminCustomerUserService and associate services with customers (either one by one or defining default services) Besides that you should have associate your services to SLAs on /otrs/ index.pl?Action=AdminSLA Let us know how it goes ;) On Tue, Nov 24, 2009 at 11:49 AM,

[otrs] ITSM fields on GenericAgent.pm

ameters in the GenericAgent.pm file? Any tips on this are much appreciated Thanks, Leonardo Certuche - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://list

Re: [otrs] ITSM fields on GenericAgent.pm

cket properties New => { Queue => 'Mesa de Servicios::Mesa de Servicios Critico', }, }, My mistakes were first to get only service or only SLA but not both and then I wrote Service instead of Services but after several tests it worked! Thanks again for your help

[otrs] lots of SQL errors in AdminLog

tn, st.until_time FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.ticket_lock_id IN (2) AND st.user_id IN (2) AND sq.group_id IN (1, 1, 2, 2, 3, 3, 4, 4, 5, 5, 6, 6, 7, 7, 8, 8, 10, 11, 23, 24, 25, 26, 27, 28, 2

[otrs] SLA Notifications not working

tions, per-language agent notifications and survey) but we have never recieved an SLA notification. Is there any parameter that I should set up in order to have them working? Thanks, Leonardo Certuche - OTRS mailing list:

Re: [otrs] agent name in customer interface

You mean on CustomerTicketOverview links? I also had the same need so I modified /opt/otrs/Kernel/Output/HTML/Standard/CustomerStatusView.dtl and removed that column, I hope it works for you :) Leonardo Certuche On Mon, Nov 30, 2009 at 1:55 PM, IT easyap wrote: > Hai all > > > &g

Re: [otrs] Action Multiple need help

Is I click "bulk action" button on the bottom of the ticket screen, one of the options shown is owner, not your case? then go to Ticket -> Frontend::Agent::Ticket::ViewBulk and set Ticket::Frontend::AgentTicketBulk###Owner to YES Leonardo Certuche On Mon, Nov 30, 2009 at 2:18 P

Re: [otrs] Action Multiple need help

If you didn't find it then probably it does not exist in your version :( What about making the changes directly on database? the table would be ticket_history ;) Leonardo Certuche On Mon, Nov 30, 2009 at 4:02 PM, Alan Creed wrote: > > I cant find ViewBulk or AgentTicketBulk, im

Re: [otrs] How to use the [ Customer Company ] feature

there the same name you wrote when creating the Customer User, then that Customer User will be associated with the Customer Company created. Leonardo Certuche On Tue, Dec 1, 2009 at 10:06 AM, Stein Erik Berget wrote: > Hi! > I'm on OTRS 2.4.3 but I don't seem to figure out how t

[otrs] email notifications for escalations

solution) but only get e-mail notifications when the first response is reached. How can we configure e-mail notifications also when update and solution times are reached? Thanks for your help, Leonardo Certuche - OTRS mailing

Re: [otrs] Appreciations & OTRS Auto Response

00041] (TicketID=41, ArticleID=314) to '"client" '. Sent email to '"client" ' from 'HelpDesk < help...@helpdesk.com>'. HistoryType => SendAutoReply, Subject => [Ticket#141] HelpDesk; I hope it helps! Let us know how it goes ;) Leo

Re: [otrs] login error with "software error"

Hello, This info might help you a bit: http://doc.otrs.org/2.4/en/html/x531.html#installation-of-perl-modules Leonardo Certuche On Thu, Dec 10, 2009 at 10:35 PM, Colin Chen wrote: > Hi there > I'v installed otrs 2.4 from source under debian, below is my environment: > "A

Re: [otrs] customer users 250 max number

Hello, Take a look at this thread: http://www.mail-archive.com/otrs@otrs.org/msg28376.html Leonardo Certuche On Tue, Dec 15, 2009 at 6:37 AM, Alessandro d'Ambrosio < alessandro.dambro...@unimi.it> wrote: > > > Hi, > > I’ve got more than one thousand customer users

Re: [otrs] I am installing a server to use OTRS 2.4.5.

/oss/suse/i586/, download it and install it using the same method ;) Leonardo Certuche On Wed, Dec 16, 2009 at 3:44 PM, Rodrigo Correa wrote: > Hello, > I am installing a server to use OTRS 2.4.5. > I am using OpenSuse 11.2. When I install OTRS using YaST2, the version > thats app

Re: [otrs] Settings Customer Group Permissions via LDAP.

vice versa' configuration, I'd love if you share it with us, I tried that but never worked for me, probably knowing your working configuration will help (not only me) to accomplish it :) regards, Leonardo Certuche On Wed, Dec 16, 2009 at 6:01 PM, John Stafford wrote: > I would like cu

Re: [otrs] Settings Customer Group Permissions via LDAP.

Thanks Jon! I'll give it a try. Hopefully someone else has accomplised what you expect, best of luck with that Leonardo Certuche On Wed, Dec 16, 2009 at 6:57 PM, John Stafford wrote: > My main reasoning for OTRS is to automate as much as possible, I’d prefer > not to have first l

Re: [otrs] I'm installing OTRS 2.4.5 on a server and my database (MySQL) on another server. The two servers are OpenSuse 11.2.

password -h host_where_mysql_is Greetings, Leonardo Certuche On Fri, Dec 18, 2009 at 1:20 PM, LQ Marshall wrote: > *Sent:* Friday, December 18, 2009 1:10 PM > *Subject:* [otrs] I'm installing OTRS 2.4.5 on a server and my database > (MySQL) on another server. The two servers are OpenS

Re: [otrs] OTRS version For Windows OS

Hi, This one: ftp://ftp.otrs.org/pub/otrs/otrs-2.4.5-win-installer-2.1.1.exe Leonardo Certuche On Tue, Dec 22, 2009 at 2:44 AM, Sourabh Sarwate wrote: > > Hi > > I Just want to know which is a suitable and compatible version of OTRS for > windows xp or windows server 2003

Re: [otrs] How to make agents see only some queues (my queues) ?

Hi, Agents see all queues because all of them belong to the same group. If what you want to accomplish is to assign every single queue to a single agent, then you could create a group for each queue and then give permissions to the correspondent agent, only to that group. Leonardo Certuche On

[otrs] escalation times when closing tickets

table. Once the ticket goes to a closed status, these three values become zero. I would like to keep these values after the ticket is closed so we can include them in our reports. Is it possible? Thanks million, Leonardo Certuche

Re: [otrs] escalation times when closing tickets

eeply appreciated it :) Thanks in advance, Leonardo Certuche On Mon, Jan 4, 2010 at 3:36 PM, Leonardo Certuche < leonardo.certu...@itcon-ltda.com> wrote: > Hello OTRS list, > > I wish the best for you all in this new year :) > > I have the following question regarding esca

Re: [otrs] Escalation times are cleared when the ticketisclosedwhat could be the reason?

#x27;m not asking for too much ;) Thanks!! Leonardo Certuche On Thu, Oct 15, 2009 at 9:39 AM, Katta, Lokesh Katta Subramanyam < lokesh...@cgi.com> wrote: > Hi Shawn, > > > > Thanks for the suggestion. I will try to parse this history and if not will > contact OTRS AG

Re: [otrs] New setup questions - smtps, faq, mod_perl

lick under "Run Now!" at http://yourserver/otrs/index.pl?Action=AdminMailAccount Greeetings, Leonardo Certuche On Tue, Jan 5, 2010 at 5:49 PM, dnk wrote: > Hi there, > > I have just setup OTRS on CentOS 5.4, and all is going well thus far. > > I just have a few que

[otrs] including a custom query in stats

ge of mkStats.pl. Has anybody include a custom SQL as part of the OTRS stats? Any info on how to make it is greatly appreciated Thanks, Leonardo Certuche - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otr

Re: [otrs] Service and SLA

Hi Zak, Please remember to associate Customers to Services (or define default services) at http://yourserver/otrs/index.pl?Action=AdminCustomerUserService Leonardo Certuche On Mon, Jan 11, 2010 at 10:41 AM, Mohamed Zakaria < mohamedzaka...@msiships.com> wrote: > Hi, > > Is it

Re: [otrs] escalation times when closing tickets

_time), FROM_UNIXTIME(t.escalation_solution_time) FROM ticket t,ticket_state ts,ticket_state_type tst WHERE t.tn=NEW.tn and t.ticket_state_id=ts.id and tst.id=ts.type_id and tst.id!=3; END IF; END $$ DELIMITER ; Greetings, Leonardo Certuche On Mon, Jan 4, 2010 at 4:13 PM, Leonardo Certuche < leonar

Re: [otrs] Service and SLA

Hi Zak, >From the web interface I believe it's not possible but you can try with ACLs, here are some examples: http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=68 Have fun, Leonardo Certuche On Wed, Jan 13, 2010 at 9:24 AM, Mohamed Zakaria < mohamedzaka...@msis

[otrs] Unknown column 'sla_id' in 'field list'

HERE id = ?' Unknown column 'sla_id' in 'field list', SQL: 'UPDATE ticket SET escalation_response_time = ? WHERE id = ?' Has anyone faced the same issue? Any help on how to solve it is much appreciated Thanks, Leonardo Certuche --

Re: [otrs] Unknown column 'sla_id' in 'field list'

Hello there, Never mind, the reported error was my mistake, I uploaded to production a buggy query related to: http://www.mail-archive.com/otrs@otrs.org/msg29112.html Sorry for making unnecesary noise Leonardo Certuche 2010/1/14 Leonardo Certuche > Hello people, > > Starting to

Re: [otrs] escalation times when closing tickets

XTIME(t.escalation_solution_time) FROM ticket t,ticket_state ts,ticket_state_type tst WHERE t.tn=NEW.tn and t.ticket_state_id=ts.id and tst.id=ts.type_id and tst.id!=3 and NEW.escalation_response_time!=0 and NEW.escalation_update_time!=0 and NEW.escalation_solution_time!=0; END $$ DELIMITER ; Leonardo Certuche 2

Re: [otrs] Postmaster Filter changing Ticket State

: if a follow up arrives, it's rejected Hope it helps, Leonardo Certuche On Thu, Jan 21, 2010 at 9:02 AM, TISSOT, Thierry < thierry.tis...@exacompta.com> wrote: >Hello everybody, > >I'm currently using 2.3.4 version of OTRS and I have two > q

Re: [otrs] Difference betwen owner and responsible

g the features list: http://otrs.org/2.4/features/which explain also some aspects of ownership and responsibility Greetings, Leonardo Certuche On Fri, Jan 22, 2010 at 4:41 AM, Sebastien Bory wrote: > Hi all > > I need more information and explain for the difference between the owner &g

Re: [otrs] command "max_allowed_packet".

Hi Chris, Edit the file /etc/my.cnf, there you'll find the directive, change it an then restart mysql Cheers, Leonardo Certuche On Wed, Jan 27, 2010 at 9:04 AM, Christopher Monzon < christopher.mon...@tm4.com> wrote: > I am not able to command the "max_allowed_packet"

Re: [otrs] Information

ons and if after that you're not able to do what you want, post your questions here Leonardo Certuche On Wed, Jan 27, 2010 at 8:54 AM, Christopher Monzon < christopher.mon...@tm4.com> wrote: > Hello everybody, I just installed OTRS on a CentOS server, everything > works n

[otrs] dealing with article_attachment table

to filesystem from configuration but I could not find it in SysConfig. Does anyone know where? Any help is much appreciated. Thanks in advance, Leonardo Certuche - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive

Re: [otrs] dealing with article_attachment table

Thanx Martin! :D Leonardo Certuche On Thu, Jan 28, 2010 at 2:33 PM, Martin Edenhofer wrote: > Hi Leonardo, > > Admin -> SysConfig -> Group: Ticket -> Sub Group: Core::Ticket -> > Ticket::StorageModule -> FS. > > After that all new attachments get stored to th

Re: [otrs] dealing with article_attachment table

affecting other applications running on the same server? Thanks, Leonardo Certuche 2010/1/28 Leonardo Certuche > Thanx Martin! :D > > Leonardo Certuche > > > On Thu, Jan 28, 2010 at 2:33 PM, Martin Edenhofer wrote: > >> Hi Leonardo, >> >> Admin -&

Re: [otrs] OwnerUpdate fired by whom?

Thanks for your answer Nils, You're right, he's the owner but it's not locked to anyone, do you know how can we avoid this behavior? it results confusing four our agents Regards, Leonardo Certuche On Thu, Jan 28, 2010 at 5:44 PM, Nils Leideck - ITSM < nils.leid...@leidex

Re: [otrs] how to create two customers

Hi Raman, Please read the following thread: http://lists.otrs.org/pipermail/otrs/2009-May/026540.html Leonardo Certuche On Fri, Jan 29, 2010 at 4:41 AM, ramana wrote: > Hi > > How to create two customer. and how to create different services for both > > I am using orts 2.

[otrs] lost ticket

Hi people, We've lost a ticket :( Our client remembers its number but when we query both the database or the application itself, there is no trace of it (no tn, no ticket_id). Has anyone experience something like that? Is there any possible cause of this extrange behavior? Thanks, Leo

Re: [otrs] lost ticket

Same case! Jan 27 14:54:03 seus OTRS-GenericAgent-10[679]: [Notice][Kernel::System::GenericAgent::_JobRunTicket] Delete Ticket (1015685/16093). Thanks for the insight, Leonardo Certuche On Mon, Feb 1, 2010 at 5:11 PM, Marco Vannini wrote: > I've had this today but in logs I've f

Re: [otrs] sysconfig docs?

Hi, In Admin -> SysConfig -> Framework -> Core you'll find settings such as ProductName and Organization. To change the frontend and include logos on them, find the right ones at /opt/otrs/Kernel/Output/HTML/Standard Leonardo Certuche On Tue, Feb 2, 2010 at 12:46 PM, Jeffers

Re: [otrs] ListCustomers

Have you tried * on the textbox? Leonardo Certuche On Tue, Feb 2, 2010 at 12:20 PM, Henry Devito wrote: > Is there a way to select from a list customers istead of searching for > customers? > - > OTRS mailin

Re: [otrs] Stats - Number of calls / emails before closure

made it (a_from), what subject (a_subject), what was wrote (a_body) and when (create_time) Take a look at the database schema ftp://ftp.otrs.org/pub/otrs/misc/otrs-2.4-database.png so you get a better picture of how all info is stored and related Leonardo Certuche On Wed, Feb 3, 2010 at 9:

Re: [otrs] ACL takes no effect

Maybe you should also restart the otrs service? Also, since you're evaluating ownership, shouldn't you use AgentTicketOwner somewhere in your ACL? Take a look at the examples: http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=68 Leonardo Certuche On Thu, Feb 4, 2010 at

Re: [otrs] Tickets FreeText fields

Hello, With TicketFreeKey you specify a name for the new field. With TicketFreeText you specify the possible values for the TicketFreeKey (dropdown) but if you don't check TicketFreeText, then TicketFreeKey will be a textbox, not a dropdown ;) Hope it helps Leonardo Certuche On Mon,

Re: [otrs] Questions

. regards, Leonardo Certuche On Mon, Feb 8, 2010 at 2:15 PM, Nuno Ranito wrote: > > Hello > > I'm starting to use OTRS, and I'm configuring the system. I have a few > questions, in which I hope you can help. > > 1) how I set the time between pending auto clos

Re: [otrs] Email Processing

Hi, Did you set up a POP3 or an IMAP mailbox? I'm asking because if it's POP3 and if some other mail client has that same account configured, OTRS won't be able to fetch any messages. Leonardo Certuche On Mon, Feb 8, 2010 at 3:23 PM, Dorien K. Takeshi < dorien.take...@dr

Re: [otrs] Email Processing

Hi, Did you associate the mail account to a queue? Is the queue active? What do you see in /otrs/index.pl?Action=AdminLog after you click on the Run Now link on /otrs/index.pl?Action=AdminMailAccount? Leonardo Certuche On Mon, Feb 8, 2010 at 3:54 PM, Dorien K. Takeshi < dorien.t

Re: [otrs] difference in phone and email tickets

Hi, With both you do basically the same: register a ticket, but with email ticket, as its name suggests, you can send an email to several recipients at the same time. Leonardo Certuche On Tue, Feb 9, 2010 at 1:43 AM, manish ramteke wrote: > Hi, > > In which cases one would need

Re: [otrs] How to add a new field in email ticket form

mandatory Leonardo Certuche On Wed, Feb 10, 2010 at 12:31 AM, manish ramteke wrote: > Hi, > > Do any one have idea about how to add new field in ticket form.Any help is > appreciated. > > > On Tue, Feb 9, 2010 at 10:42 AM, manish ramteke < > manish.s.ramt...@gmail.com> wr

Re: [otrs] Ticket Subject Rules

Hi, Have you read /opt/otrs/Kernel/Config/GenericAgent.pm.examples ? There you can find several examples on how to process tickets depending on its subject Leonardo Certuche On Wed, Feb 10, 2010 at 5:21 AM, Gazizov Andrey wrote: > Good day. > > Is it possible in OTRS when creating n

Re: [otrs] no connection to syslog available

get rid of the second line and then run again installer.pl to see what happens $Self->{'LogModule::LogFile'} = '/tmp/otrs.log'; $Self->{'LogModule'} = 'Kernel::System::Log::SysLog'; Hope it helps, Leonardo Certuche On Wed, Feb 10, 2010 at 4:11 P

Re: [otrs] multiple selection

Hi, As a workaround, if you use firefox, the following add-on will help you out. Leonardo Certuche 301 284 6250 460 0727 ext 5559 leonardo.certu...@itcon-ltda.com www.itcon-ltda.com Cra 31 # 54-10 TECNOSOFT Medellín, Colombia On Tue, Feb 16, 2010 at 3:10 AM, Alessandro d'Amb

Re: [otrs] multiple selection

Sorry, forgot to paste the link: https://addons.mozilla.org/en-US/firefox/addon/2393 On Tue, Feb 16, 2010 at 5:03 AM, Leonardo Certuche < leonardo.certu...@itcon-ltda.com> wrote: > Hi, > > As a workaround, if you use firefox, the following add-on will help you > out. > >

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