So I went into stats and tried to create a ticketlist report to show open
tickets by tech...But either my install is broken or I'm blind since I can't
find a field that shows who owns the ticket or who it's locked to. Can anyone
shed some light?
Thank you,
Jason Loven
Manager - Technical
Is there any work going on for an Android app for OTRS? Android is becoming
wildly popular locally here and I expect most new users at our organization
will be getting Android phones vs the Iphones going forward. I'm already seeing
Iphones being replaced with Android phones on a regular basis.
OK..So I downloaded and installed the new dashboard widgets for ticket create
and ticket search. They didn't show up in the options for the dashboard so I
checked in SysConfig and found that the options for them were disabled. I tried
to enable them (checking the checkbox) but when I hit the
Many of our tickets come into an email dropbox from which they are
automatically created. Often we would like to forward them out to customers
on-site IT for review. For some reason the forward option isn't available on
many of them and I don't understand what the criteria is that determines if
What is the timeframe for ITSM with OTRS 3.0?
We have installed the ITSM features on our OTRS but have not implemented. Would
it be possible to downgrade back to OTRS without ITSM and then use 3.0 when
it's out of beta?
Thank you,
Jason Loven
Manager - Technical Services
Computer Associates,
Is it possible to allow customer users to close tickets for their entire
company? It appears that the users can only modify tickets that they own. We
have a customer that wants to be able to work on and potentially close tickets
that they create. In a sense they would be an agent but limited to
of customer logins ?
What about having a cronned stat that print csv output that cacti or mrtg could
load ?
On Tue, Jun 29, 2010 at 3:08 PM, Jason B. Loven
jlo...@caisoft.commailto:jlo...@caisoft.com wrote:
Actually I like this idea as well. MRTG (or even better...Cacti) would be a
nice way
Actually I like this idea as well. MRTG (or even better...Cacti) would be a
nice way to have some historical ticket traffic graphs available. Not to say
that Stats can't do it but it's just a different way of tracking trends over
time.
Thank you,
Jason Loven
Manager - Technical Services
Recently it appears that when replying via email that the replies are
automatically set to CC the email address of the queue. Is this a configurable
option? It's causing a very annoying condition where the ticket is always
flagged as new because the reply goes back in to the ticket as a reply
So we've been using OTRS for several years for our ticketing system. It's been
working very well for us and thank you to all the hard work by the developers!
Is there a good resource for learning how to get started in setting up ITSM in
general? I've read through the OTRS docs and have it
Curious that a CA is using OTRS instead of its HelpDesk :D
BTW, lovja01, is quite faster to know what do you wanna achieve.
C U
MV
On Fri, May 28, 2010 at 2:50 PM, Jason B. Loven
jlo...@caisoft.commailto:jlo...@caisoft.com wrote:
So we've been using OTRS for several years for our ticketing
to know what do you wanna achieve.
C U
MV
On Fri, May 28, 2010 at 2:50 PM, Jason B. Loven
jlo...@caisoft.commailto:jlo...@caisoft.com wrote:
So we've been using OTRS for several years for our ticketing system. It's been
working very well for us and thank you to all the hard work by the developers
for your patient.
MV
On Fri, May 28, 2010 at 3:15 PM, Jason B. Loven
jlo...@caisoft.commailto:jlo...@caisoft.com wrote:
Oh and to be more specific...
We're an IT services and consulting organization that does both break/fix and
managed services. What I'm trying to achieve is fairly broad at this point
Good afternoon,
When I make a change to the Calendar working hours for Calendar 1 and hit apply
the screen refreshes like it did something but the working hours are back to
the original settings. Anyone have any suggestions?
Thank you,
Jason Loven
Manager - Technical Services
Computer
Anybody know a way to change the current theme for all customers at once?
Thank you,
Jason Loven
Manager - Technical Services
Computer Associates, Inc.
36 Thurber Blvd, Smithfield RI 02917
Phone: (401)232-2600, Fax: (401)232-7778
Email: jlo...@caisoft.commailto:jlo...@caisoft.com
Web:
In the agent dashboard Is there a way to reconfigure the New Tickets object
so that it only shows new tickets with an unlocked status?
Thank you,
Jason Loven
Manager - Technical Services
Computer Associates, Inc.
36 Thurber Blvd, Smithfield RI 02917
Phone: (401)232-2600, Fax: (401)232-7778
What triggers the reply/forward and customer contact via email fields? We have
some tickets that are created from notifications from outside monitoring
systems. When they come in we can't reply to customer via email in the OTRS
interface as the link to do so isn't there. This happens even if we
-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Jason
B. Loven
Gesendet: Dienstag, 16. Februar 2010 20:58
An: otrs@otrs.org
Betreff: [otrs] Recurring tickets?
Is there a way to create a recurring ticket? We need to schedule a task/ticket
to be created Mon-Friday at 8am.
-Jason
Is there a way to create a recurring ticket? We need to schedule a task/ticket
to be created Mon-Friday at 8am.
-Jason
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To
Does anyone have any more comprehensive documentation on adding custom
postmaster filters? The OTRS docs are pretty sparse on it.
Thank you,
Jason Loven
Manager - Technical Services
Computer Associates, Inc.
36 Thurber Blvd, Smithfield RI 02917
Phone: (401)232-2600, Fax: (401)232-7778
Email:
Anyone using OTRS in conjunction with Zenith Infotech or another MSP
platform?
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe:
I didn't see a response to this yet. I had to do something similar a
couple of years ago. I just wrote some PHP code that extracted what I
needed from the backend database. It was a bunch of PHP/Mysql stuff that
got the job done for me. The database schema is available on the OTRS
docs website as
Basic stuff such as what you're looking for can be done with the
Postmaster filtering in the Admin section.
-Jason
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
mmcsw...@friedkin.com
Sent: Monday, January 05, 2009 10:37 AM
To: otrs@otrs.org
Subject: [otrs]
I need to add a chunk of customized parsing code along the lines of the
PostMasterFilters. Is there a succinct set of steps? I basically need to
know what to add to the overall OTRS config and source to get a new
filter to get called. I've been reading the docs and somehow I'm not
getting my head
So I upgraded to 2.3.2 today and now in my syslog I'm getting the
following...
Sep 8 16:33:58 linux1 OTRS-CGI-10[27122]:
[Error][Kernel::System::Cache::Get][Line:137]: Need Type!
Sep 8 16:33:58 linux1 OTRS-CGI-10[27122]:
[Error][Kernel::System::Cache::Set][Line:105]: Need Type!
Anyone
I've created a new postmaster module. After reading through the
documentation I'm not clear what else I need to do in order to add it
into OTRS and make it active. I put the .pm file in the
/opt/otrs/Kernel/System/PostMaster/Filter/ directory. Is there
additional information needed within OTRS to
7:33 AM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] SystemMonitoring .. Having problems getting it working
Den 17/07/2008 kl. 17.26 skrev Jason B. Loven:
So far it's not even identifying anything as a new ticket
Have you set up the correct sender's address
I've installed SystemMonitoring to work with receiving inbound tickets
from an external vendors ticketing system. Apparently my regex'ing is so
rusty I'm unable to make this work. So far it's not even identifying
anything as a new ticket since based on what I can see I should be able
to see data
Can the SystemMonitoring module handle multiple different external
systems? We receive tickets from several different outside
ticketing/trouble systems and I'd like to be able to handle them
automatically. Looking at the SystemMonitoring plugin it appears it can
only handle one outside system?
Good day all!
Has anyone done any work to integrate OTRS with an outside ticketing
system? We have to work with an outside vendor that generates emails
from their ticketing system about systems they monitor for us. Creating
the initial tickets in OTRS is easy but we'd like subsequent emails
I had a problem with my database a while back due to a generic agent job
that was touching the tickets and creating a huge ticket history.
Sooo...I ran a pass on the database to trim the junk records off the
history. That worked fine. Unfortunately it was late at night and I was
tired and I
I had mentioned a while back that I had hit a limit in MySQL with the
tablesize on my ticket_history table. I was able to get around it by
adjusting the table parameters. More of a concern is that the table hit
the limit at all. We process about 20-30 tickets a day and have been
using the system
.
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Jason B. Loven
Sent: Thursday, March 01, 2007 12:36 PM
To: User questions and discussions about OTRS.org
Subject: [otrs] Ticket history table size revisited
I had mentioned a while back that I had
Thank you Alex.
-J
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Alexander Scholler
Sent: Wednesday, February 28, 2007 1:16 AM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Postmaster filter question
Hi Jason,
Jason B. Loven
Are there configuration options for the flashing text on the ticket
status bar? Like what the parameters are that cause it to flash and can
they be changed?
Thank you,
Jason Loven
Manager - Technical Services Department
Computer Associates, Inc.
36 Thurber Blvd, Smithfield RI 02917
Phone:
Is anyone doing anything cool with reporting etc? We're mostly using
OTRS just for it's ticket management capabilities and I have really dug
into reporting on it very much other than some basic custom MySQL
queries I wrote a while back. I was wondering if anyone had more
advanced stuff. For
I have some questions regarding how the postmaster filtering works...
1. Does the filter stop at the first matched rule? Or does it
continue on to subsequent rules? It appears to process all rules
regardless of whether it has already hit a match. My scenario involves
finding emails from a
, February 08, 2007 8:57 AM
To: User questions and discussions about OTRS.org
Subject: Re: Database pruning (was: RE: [otrs] Ticket history table full
error)
Jason B. Loven wrote:
Is there a quick way to tell?
You could for instance run an SQL query like this:
SELECT COUNT(*) FROM otrs.ticket
history table full
error)
How many tickets do you have?
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Jason B. Loven
Sent: Wednesday, February 07, 2007 11:19 AM
To: User questions and discussions about OTRS.org
Subject: Database pruning
Anyone know how to fix this? We're running 2.0.4 and I saw this showing
up in the cron logs. I've disabled cron for now but obviously that's bad
because now we're having to manually handle the incoming mail queue for
our support.
Here's the error...
DBD::mysql::db do failed: The table
or at least identify what is taking up the bulk of the data.
That seems pretty large considering our low volume of tickets.
-Jason
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Jason B. Loven
Sent: Wednesday, February 07, 2007 7:51 AM
To: User
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