[otrs] autostate and stateupdate

Hi folks, I'm using OTRS 4.X. It runs on a linux server. I just can't figure it out how to setup autostate after pending close +. What I've done and what I' like to happen is the following: 1) I've added "pending autoclose +" to the "Ticket::PendingAutoStateType" parameter 2) at pending time e

Re: [otrs] Customer Notification after a ticket external note

You should send an email from OTRS interface instead of using the External-note feature. To see the external note the usuer must log on OTRS. Att, André 2016-04-07 7:48 GMT-03:00 Rose Dowson : > HI, > > > I want that my OTRS server send a notification to the customer when > the agent create

[otrs] CUSTOMER LOGIN PAGE

Hi there, Can I write a message on the CUSTOMER LOGIN page? Please see the attached image. -- *André Luiz C. e Cavalcante* - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To un

[otrs] How to associate a CI to a ticket

Hi There, I'd like to associate a ticket to a CI, but to do it, I must know either the CI number, name, incident state ou deployment state, but I'd like to do it, searching for another attribute. How can I do it? Any hint? -- *André Luiz C. e Cavalcante* *PMP, PRINCE2, ITIL EXPERT*

Re: [otrs] CONFIGURATION ITEM

Thank you! I have imported the CIs sucessfully! 2016-01-19 14:14 GMT-03:00 André Cavalcante : > Thank you. I look at the system log and the problem is that the incident > state is invalid. Now I need to know where to change de incidente state, I > didn't find them in General Catal

Re: [otrs] CONFIGURATION ITEM

t 10:46 AM, André Cavalcante > wrote: > >> Alvaro, >> >> Where do I find the logs? >> >> 2016-01-18 20:08 GMT-03:00 Alvaro Cordero : >> >>> Look at the logs, you will see a detail on what failed in the CSV. >>> >>> Regards >

Re: [otrs] CONFIGURATION ITEM

Alvaro, Where do I find the logs? 2016-01-18 20:08 GMT-03:00 Alvaro Cordero : > Look at the logs, you will see a detail on what failed in the CSV. > > Regards > > 2016-01-18 15:49 GMT-06:00 André Cavalcante : > >> Hi there! >> >> I need some help in import

[otrs] CONFIGURATION ITEM

Hi there! I need some help in importing .SCV files to CMDB. I have create the template, but everytime I try to import data no single line is imported. Import summary for ITSMConfigItem Records: 5 Success: 0 Failed: 5 Last processed line number of import file: 5 Any hint? Thanks! -- *André Lu

[otrs] company tickets

Hi Guys, Any hint on how makinf Company Ticktes function to work? -- *André Luiz C. e Cavalcante, PMP, PRINCE2* - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe:

[otrs] Closed Ticked Limit

Hi Folks, Considering the 10.000 limit for closed tickets, I wonder how can I find a ticket older than 10.000. My system has now over 25.000 tickets in one year and 4 months. I tried seach, but it didn't find it. I user OTRS 4 running on Linux and MySql database. Thanks -- *André Luiz C. e Ca

[otrs] Not able to move locked tickets

Hi There, After upgrading to OTRS 4.0.7. administrator user is not able to move locked tickets anymore. Is this the standard behavior? Os is there something wrong? Thanks -- *André Luiz C. e Cavalcante, PMP, PRINCE2, ITIL, MCSE* --

[otrs] Multiple master survey

Is it possible to have multiple master surveys? Problem: I have created one survey for each queue, but only one of them can be master. Thus, the others are valid, and don't send the survey message. Each queue belongs to a team. That's why I need different surveys for different queues. Any tips?

Re: [otrs] Company Tickets

omerID in the Customer Company reference as > well., that's the way system relates all customers within the same company. > > Regards > > > 2014-04-29 14:26 GMT-06:00 André Cavalcante : > >> Hi there, >> >> I wonder why Company Tickets is not working. &g

[otrs] Company Tickets

Hi there, I wonder why Company Tickets is not working. The customers in my system should have access to all tickets opened buy their department colleagues via the customer panel. When they select Customer Tickets at Customer Panel nothing happens. Thanks in advance for your time and you help.

Re: [otrs] Ticket subject

nal request) refrain from saying "it didn't work". >> In a sense, that would be obvious or else you wouldn't have posted. Telling >> us and showing us what happened and why that wasn't what you >> wanted/expected helps us make sure a response explicitly fixes wh

Re: [otrs] Dashboard new collumn

x27;, 1 ], [ 'UserComment','Comment','description', 1, 0, 'var', '', 1 ], [ 'UserStreet', 'Street', 'streetAddress', 1, 0, 'var', '', 1 ], [ 'UserZ

Re: [otrs] : open ticket report monthly

Me, I want to built a graphic dashboard for a BI App with the query results 2014-04-17 10:09 GMT-03:00 Florian Edlhuber : > Hi, > > Perhaps I did not get it correctly, but why aren't you using the > statistics module? > > A open ticket monthly report is simple and can be displayed on the > dashb

Re: [otrs] DB Tables

ect q.name queue, sum(if(t.ticket_lock_id =1, 1, 0)) unlocked, > sum(if(t.ticket_lock_id = 2, 1, 0)) locked from ticket t left join queue q > on q.id=t.queue_id left join ticket_state ts on ts.id = t.ticket_state_id > group by q.name > > (yeah, you're not going to find *that* o

[otrs] DB Tables

Hi there, Once I don't have a graphic dashboard plugin, I'd like to build some queries on otrs db (mysql) to show the results in Pentaho. Problem: I don't know in which table data are. Desired result: A graphic dahsboard that shows: - how many tickets are in each queue - how many tickets are loc

Re: [otrs] Ticket subject

ou > wanted/expected helps us make sure a response explicitly fixes what's > broken. (Which you did here and for which I am appreciative -- Thank you.) > > On point, though, try > > > > 2014-04-15 16:31 GMT-04:00 André Cavalcante : > >> Hi there, >> >>

[otrs] Ticket subject

Hi there, I'd like to insert the ticket subject in the Survey message. I was able to insert the ticket number, but not the subject. I've tried but it didn't work. Any idea? Caro(a) usuário(a), Como você foi atendido? Avalie a qualidade do atendimento. Chamado # - Por favor, nos ajude a melh

Re: [otrs] Dashboard new collumn

t to the the following? > > > > CustomerID = department > > CustomerIDs = nothing > > The ldap attribute department shows? > Your current Map is ... > > And you expect what to happen? > And what actually happens? > > > On Mon, Apr 14, 2014 at 9:21 PM, A

Re: [otrs] Dashboard new collumn

Hi there, No success so far... Em segunda-feira, 14 de abril de 2014, Mathias Braeunling < mathias.otrsmailingli...@gmail.com> escreveu: > Hi, > > Am 08.04.14 16:01, schrieb André Cavalcante: > > Would be correct to the the following? > > > > CustomerID = dep

Re: [otrs] Dashboard new collumn

It didn't work out. I guess I gotta make some configuration in some .dtl ou .pm file. Dashboard is supposed to show tickets data only. 2014-04-08 11:14 GMT-03:00 André Cavalcante : > I`m gonna test it. Thanks. > > > 2014-04-08 11:04 GMT-03:00 Gerald Young : > > That

Re: [otrs] Dashboard new collumn

I`m gonna test it. Thanks. 2014-04-08 11:04 GMT-03:00 Gerald Young : > That's what I would suggest. > > > On Tue, Apr 8, 2014 at 10:01 AM, André Cavalcante > wrote: > >> Would be correct to the the following? >> >> CustomerID = department >> Cus

Re: [otrs] Dashboard new collumn

Would be correct to the the following? CustomerID = department CustomerIDs = nothing 2014-04-08 10:57 GMT-03:00 Gerald Young : > Why did you do that? Why store the same value in two fields? > > > On Tue, Apr 8, 2014 at 9:13 AM, André Cavalcante wrote: > >> CustomerID

Re: [otrs] Dashboard new collumn

;UserStreet', 'Street', 'streetAddress', 1, 0, 'var', '', 1 ], [ 'UserZip','Zip','zip', 1, 0, 'var', '', 1 ], [ 'UserCity',

[otrs] Dashboard new collumn

Hi there, During LDAP integration with OTRS, we have mapped CustomerIDs (OTRS) = department (LDAP), but it brings no value to the column I've added to the dashboard. Do I need to alter any .pm ou .dtl file? Dashboard shows only data related to the ticket. -- *André Luiz * --

Re: [otrs] Set status automatically

] Ticket::EventModulePost###130-ForceStateChangeOnLock > > The rational behind not changing new is that all open tickets assume first > human contact has been made with the customer. > > > On Sat, Apr 5, 2014 at 1:00 PM, André Cavalcante wrote: > >> Hi there, >> &

Re: [otrs] dashboard new collumn

How did you do this, Gerald? 2014-04-05 18:52 GMT-03:00 Gerald Young : > I add CustomerID which shows me company and my customer logins are > relevant to the name. (incidentally, they are business-customername, > generally) > > > On Sat, Apr 5, 2014 at 12:54 PM, André C

[otrs] Set status automatically

Hi there, I'd like to set status automatically to OPEN, once a ticket is LOCKED, so that I don't need to answer the tickets in order to change its status from NEW to OPEN. Do I need an ACL ou a Generic agent? -- *André Luiz C. e Cavalcante, PMP*

[otrs] dashboard new collumn

Hi there, I'd like to add a collumn in Dashboard New Tickets to show the customer's company and his/her name. Is it possible? Any advice? I'm using OTRS 3.3.5. Thanks, -- *André Luiz C. e Cavalcante, PMP* - OTRS mailing list:

[otrs] Need help to build ACL

Hi Everyone, I need some help to build an ACL. I use OTRS 3.3.5. The problem is the following: when th agent moves the ticket to another queue he/she remais the owner until some agent of the new queue locks the ticket, I'd to build an ACL to remove the ownership of the ticket when it is moved. I