Re: [otrs] can't write temp files on CentOS

Hello Probably "Step 7: File Permissions" from https://otrs.github.io/doc/manual/admin/4.0/en/html/manual-installation-of-otrs.html can help you solve your issue - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive:

Re: [otrs] Determine number of closed tickets that were solved within SLA

Hello Jürgen, You can create a database trigger that stores the escalation_solution_time in a table of your own before its value gets reset by ticket.pm. On 25 April 2016 at 09:04, Mnich, Jürgen wrote: > Hello! > > > > I am oft he opinion, that I have a very normal

Re: [otrs] Fetchmail error

t; *# Who gets the cron emails?* > *MAILTO="root@localhost"* > > What does the file "/ opt / otrs / var / cron / aaa_base"? > > Thank you > > > 2016-03-29 15:06 GMT-03:00 Leonardo Certuche < > leonardo.certu...@itconsultores.com.co>: > >

Re: [otrs] Fetchmail error

<davialberga...@gmail.com> wrote: > Hi Leonardo. > > This query returned my email: > > [image: Imagem inline 2] > > 2016-03-29 14:46 GMT-03:00 Leonardo Certuche < > leonardo.certu...@itconsultores.com.co>: > >> Hello Davi, >> >> Quick ques

Re: [otrs] Fetchmail error

Hello Davi, Quick question: If you go to Admin -> SQL Box and run the following query, what's the result? SELECT preferences_value FROM user_preferences where preferences_key='UserEmail' and user_id=1 In case the result is an invalid email address, that could be the cause of those "the message

Re: [otrs] CUSTOMER LOGIN PAGE

Hello, There is one addon developed for that: http://otrsaddons.com/node/4857 It's for version 3.1 but you could edit the opm file on the line that says 3.1.x Change it to your OTRS version and try. If you have OTRS 4, there is a feature for system maintenance:

Re: [otrs] Help Query

Hello, You can disable those forms at Admin -> Sysconfig -> Ticket -> Frontend::Agent::ModuleRegistration About alignment, I guess you can play with the files at /opt/otrs/Kernel/Output/HTML/Standard On 5 February 2016 at 07:54, wrote: > Hi, > > I want to disable

Re: [otrs] OTRS 5 AD Integration

The admin manual covers this topic as well http://otrs.github.io/doc/manual/admin/stable/en/html/external-backends.html On 21 January 2016 at 09:48, Raul Libório wrote: > Hi Sujeeva, > > Here > http://rauhmaru.blogspot.com/2014/10/otrs-autenticando-no-active-directory.html

Re: [otrs] Criticality <-> Impact <-> Priority Matrix empty

Hello, Look in dynamic Fields. There must be two dropdown fields called ITSMCriticality and ITSMImpact. Without them that Matrix won't have values to pick up from. On 16 December 2015 at 05:27, Branislav Brna wrote: > Hello, > today I found that in our OTRS 3.3.7

Re: [otrs] SystemMonitoring

Hello Rob, As far as I understand, you don't need generic agent jobs or postmaster filters to have this working. Did you create the 3 dynamic fields required for this functionality? If you want to keep the default sysconfig entry as it comes, those fields must be named TicketFreeText1 for storing

Re: [otrs] Issues when attempting to upgrade between OTRS 4.0 and 5.0

It seems more like an issue with apache than otrs. Have you tried overwriting the file /etc/httpd/conf.d/otrs.conf from a functional otrs 5 installation to your migrated environment? Check also SELinux. El 21/10/2015 10:45 a. m., "Stanford, Philip N." escribió: > Hi > > I had a

Re: [otrs] Create a email ticket for multiple customers

Hello, Another approach to your need could be if all those customers share the same CustomerID. In this case the ticket that is created for one customer could be seen for all other customers with the same CustomerID, on the Company Tickets menu at the customer interface. On 20 October 2015 at

Re: [otrs] Customer Portal - next state visibility

Hello Nick You can accomplish that using ACLs El 9/09/2015 7:44 p. m., "Nick Bright" escribió: > What SysConfig variable would need to be adjusted to control what > next-state options are selectable by the customer? > > I want to restrict it to simply "open" or "closed",

Re: [otrs] Customer Portal - next state visibility

Yes you can. Instead of Queue use State. Do it in CustomerTicketZoom as well El 9/09/2015 7:48 p. m., "Nick Bright" escribió: > On 9/9/2015 7:42 PM, Nick Bright wrote: > >> What SysConfig variable would need to be adjusted to control what >> next-state options are

Re: [otrs] OTRS with remote DB

Hello, I believe that if you run installer.pl without creating previously the database and entering the root credentials, it will allow you to create the user, the database and its structure. The only downside of this approach is that you have to temporally grant access to root from the IP

Re: [otrs] OTRS with remote DB

still: the gui is unable to skip the db-, and User-creation Steps… > ignoring the fact, that one might be on this path on the second run already. > > > > Bye, > > Holger > > > > -- > > > > Holger Patzelt > > > > *From:* otrs-boun...@otrs.org [ma

Re: [otrs] Can't see services when creating a ticket as Agent

Hi, Probably there is no customer-service association defined yet. If you don't want to do that association, you can always mark the services as default so they are associated to all customers. On 24 August 2015 at 05:57, Eladio Jose Cousiño Godoy ecous...@set.gov.py wrote: Hi, I'm

Re: [otrs] Deploy OTRS configuration from test environment to production environment

Hello, The way we have done that before is: on app: tar --exclude=var/article --exclude=var/tmp -cvpzf ../otrs_app.tar.gz * on db: mysqldump -u root -p otrs otrs_db.sql And then restore both on your new environment, previous installation of the product so all software requirements are already

Re: [otrs] Closed Ticked Limit

could list them all replacing the first line for: SELECT tn, create_time And appending the following line at the end: ORDER BY `ticket`.`create_time` ASC I hope it helps. Regards, Leonardo Certuche - OTRS mailing list: otrs

Re: [otrs] How to remove individual postings (not tickets)?

Hello From database, every posting is an article_id associated with a ticket_id so if you remove the correct entries from article table and delete cache, those postings will be gone El abr 7, 2015 1:15 PM, Frank Thommen frank.thom...@embl-heidelberg.de escribió: Hi, I'm sure this has already

Re: [otrs] Can't go after Login

Hello, With any browser? Try with Firefox installing firebug and seeing its error console On 23 February 2015 at 14:28, aledr matrixworkstat...@gmail.com wrote: Hi there! Suddenly I'm not able to go after login on index.pl, but customer.pl still works normally. No message on logs, no

Re: [otrs] Moving the 'logged in as' field

Hello Check the file Kernel/Output/HTML/Standard/Header.dtl On 18 June 2014 08:55, Paul Simons paul.sim...@onair.aero wrote: Dear All Is there are way to move the location of the “You are logged in as [USER]’ message in the top right of the screens? Regards Paul S.

Re: [otrs] Customer user log in

Hello agents go to otrs/index.pl customers go to otrs/customer.pl On 8 May 2014 03:53, Dargai Gabi gabi19890...@citromail.hu wrote: Hi, I created agents and customer users in OTRS but only the agents can be used to log in. How is it possible to log in with customer users? Thanks in

Re: [otrs] Create note and move ticket to another queue

If you look for AgentTicketMove in SysConfig, you'll realize that Move can be either a drop-down or a new window. If you choose new window, you'll be able to write a note while moving the ticket On 13 March 2014 14:09, Leah Kelly lke...@tenstreet.com wrote: Is there a way to move a ticket and

Re: [otrs] pdf

Hello, here are the links http://doc.otrs.org/3.3/en/html/ On 10 March 2014 15:48, Jill Goldstein jill.goldst...@spfsolutions.bizwrote: This is a repeat question, I beg your sincerest pardon. However, What is the link to the pdf documentation file please? *Jill Goldstein* Customer

[otrs] otrs 3.2 and BPMN 2.0

Hello there! Quick question: Is the ProcessManagement module of OTRS 3.2, BPMN 2.0 compliant? If the answer is no, how far is from that? is there plans on the OTRS roadmap to make it compliant? Thanks! - OTRS mailing list: otrs

Re: [otrs] Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator.

%3Aforums.otterhub.org+%22Authentication+succeeded%22 Leonardo Certuche www.itconsultores.com.co Medellín, Colombia On 19 March 2013 13:41, Marty Hillman mhill...@equuscs.com wrote: I have Googled and screwed around with Config.pm for hours. The configuration is creating agents in the database

Re: [otrs] Is OTRS Helpdesk ITIL Compliant?

Hello, Take a look at this link: http://www.pinkelephant.com/Templates/PinkVERIFY.aspx?id=1702terms=otrs there you'll find only *OTRS::ITSM 2.0* On 13 March 2013 06:53, Jignesh Kakka (jkakka) jka...@cisco.com wrote: AS per documents , I only see OTRS ITSM as ITIL Compliant. ** **

Re: [otrs] Installing with Apache, Oracle

Hello And what is written on the log when you try to visit http://localhost/otrs/index.pl ? On 12 March 2013 05:57, Darshak Modi darshak.m...@elitecore.com wrote: Hello, ** ** I am trying to install with Apache, Oracle on linux. I have included otrs.conf in httpd.conf file.

Re: [otrs] Change font size on Ticket Print

Hello, If you go to Admin - Sysconfig - Framework - Core::PDF There is nothing about font size but there are some entries about font type. Try to change the font type to another one, you could find one easier to read. On 11 February 2013 09:52, Bjørn Gustav Baklid

Re: [otrs] How to show dynamic fields in UI while creating tickets

is stored. Leonardo Certuche ITSM Consultant / COO (57) 301 284 6250 (57) 4 320 7960 ext 1002 www.itconsultores.com.co Cra 41 Nro 9 - 51 Edificio Arteria Of 104 Medellín, Colombia On 6 February 2013 14:19, Gerald Young cryth...@gmail.com wrote: You add it to the list on the interface's config

Re: [otrs] Issue with closed tickets

What if on Ticket - Core::PostMaster You have the variable PostmasterFollowUpState set on closed successful? On 6 February 2013 15:35, Jean BROW everyday...@gmail.com wrote: Nope, I don't have any automated jobs with Generic agent. 2013/2/6 Gerald Young cryth...@gmail.com Generic agent?

Re: [otrs] otrs 3.1.11

Hello Yes it is OK. That's the way you return them to the default value. If you want to find out how to write them back, you can take a look at them at ZZZA *A*uto.pm and copy them back yo ZZZAuto.pm Leonardo Certuche www.itconsultores.com.co Medellín, Colombia On 31 January 2013 11:54, Steve

Re: [otrs] OTRS cannot send Notifications after server IP change

Hello, It could be that LXWMTS02 has relay configured for the old IP address and now that it has changed, it no longer accept SMTP request from your OTRS machine. Have you seen the logs at LXWMTS02 and it's mail relay configuration? Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

Re: [otrs] Mysql Help

Hello Andrew, The Generic Agent is your friend on those cases http://doc.otrs.org/3.1/en/html/adminarea-genericagent.html Leonardo Certuche Medellín, Colombia On 25 September 2012 09:52, Andrew Meyer ame...@precisionpractice.comwrote: I need to close about 25,000 tickets all with the same

[otrs] change behaviour of CompanyTickets on Customer interface

}, Permission = 'ro', }, }, Is there any way we can change the criteria to match this customer's expectation? Thanks, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia - OTRS

Re: [otrs] change behaviour of CompanyTickets on Customer interface

Hello Gerald! Thanks for your answer! I'm going to try with CustomerGroupsAlwaysGroups to see if it does what the customer expects. Regards, Leonardo Certuche ITSM Consultant / COO (57) 301 284 6250 (57) 4 320 7960 ext 1002 www.itconsultores.com.co Cra 41 Nro 9 - 51 Edificio Arteria Of 104

Re: [otrs] change behaviour of CompanyTickets on Customer interface

for different customers, they'll split customers in groups so bad, that what they're expecting is being able to use the CompanyTickets button in order to let each customer see ALL tickets on queues associated to the group the customer has permission on. Any ideas? Thanks! Leonardo Certuche On 7

Re: [otrs] No Attachment icon

? Leonardo Certuche ITSM Consultant / COO (57) 301 284 6250 (57) 4 320 7960 ext 1002 www.itconsultores.com.co Cra 41 Nro 9 - 51 Edificio Arteria Of 104 Medellín, Colombia On 1 August 2012 15:54, IT easyap i...@easyap.com wrote: ** Hello, in otrs version 3.1.7 for windows there is no attachment

Re: [otrs] Help - French Interface not complete translated

Hello, You just have to improve the files /opt/otrs/Kernel/Language/fr* Regards, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia On 6 June 2012 10:52, s.krue...@aswo.com wrote: Hi ! I´ve a question about translating the OTRS interface into French. We´ve users , who want

Re: [otrs] How to close a ticket via PHP and SOAP?

Hello, Take a look at the example published at http://www.iniy.org/?p=20 Regards, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia On 6 June 2012 14:42, Roy Kaldung r...@kaldung.com wrote: On 6/6/12 9:37 PM, Andy Wodfer wrote: Hi, This is another question related to our

Re: [otrs] Link between Queue and Service

There is an add-on for that: https://otrsteam.ideascale.com/a/dtd/Allow-Queue-Service-association/84807-10369 Regards, Leo On 22 May 2012 23:25, sm pm smpm1...@gmail.com wrote: Hi ALL, I am looking for Service filtration based on Queue selection in Customer Panel. Customer is associated

Re: [otrs] unique service for queues

Hello With this: http://opar.perl-services.de/bin/index.cgi/package/R/RI/RICHIERI/QueueAndServices Leonardo Certuche www.itconsultores.com.co Medellín, Colombia On 13 March 2012 13:56, DM_Julio Angulo dm_jang...@equifax.com.pe wrote: how I can create specific services for different queues

[otrs] unable to autoreply but able to send AdminEmail notifications

, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

Re: [otrs] Survey

Hello, I believe you can include on the body of the survey notification any of the variables that are available for any other otrs notification. At least we have include the ticket number, I guess the rest of variables are also available El mar 7, 2012 5:37 p.m., Wagner wagner...@gmail.com

Re: [otrs] Export name and email adresses to a CSV file

customers is. Since probably you have several tickets from the same customer, you'd want to use a select distinct statement to extract your data. Web clients like phpmyadmin will let you run the query and export its output to csv. Regards, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

Re: [otrs] [ Suddenly my OTRS 3.0.11 stopped to get emails automatically. Everything looks like ok. ]

Hello, Run /opt/otrs/bin/Cron.sh restart otrs and see if that makes it work again On 18 January 2012 09:12, Diego F. f.d1...@gmail.com wrote: Hello everybody! Suddenly my OTRS 3.0.11 stopped to get emails automatically. When I run Fetch mail manually, it runs perfectly. Everything looks

Re: [otrs] Customizing TicketZoom View

Hello, That would be /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketZoom.dtl On 18 January 2012 15:34, Parag Bhalerao parag.bhale...@cybertech.comwrote: Hello, ** ** I want to customize the TicketZoom view and add one more URL to it. ** ** Default view looks like this.

Re: [otrs] problems with Criticality – Impact – Priority matrix

Hello, Each service has a Criticality associated, that's the Urgency of a ticket Every time you create a ticket, you're supposed to define the Impact of it Depending on those two values, a Priority is set from the Matrix. I hope this little explanation clarifies your doubt Leonardo Certuche

Re: [otrs] Priority, Impact and Criticality

Hello, Whenever a customer asks to disable them, I just go and comment the lines on the DTLs where they are called. Since they're not mandatory, commenting the lines is usually enough. Leonardo Certuche www.itconsultores.com.co Medellín, Colombia On 6 January 2012 14:03, Wagner wagner

Re: [otrs] Change Management

Hello, You have to build your change with workorders. Some of them can be of type approval so you assign them to the ones in charge of approving. On the conditions section, make sure you aproval WOs will determine whether the change can be continued Leonardo Certuche www.itconsultores.com.co

Re: [otrs] Change Management

Hello, You can only link changes to tickets, but the workorders included on the change can be linked to any object, including CIs Leonardo Certuche www.itconsultores.com.co Medellín, Colombia On 17 November 2011 11:01, Wagner wagner...@gmail.com wrote: Also I couldn't link a change to a CI

Re: [otrs] Change Management

Hello, What a wide question! Could you please read http://doc.otrs.org/itsm/2.0/en/html/ch08.html and after that let us know if you have any doubts? Regards, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia On 10 November 2011 08:15, Wagner wagner...@gmail.com wrote: Hello

Re: [otrs] Customers creates by postmaster not seen in AdminCustomerUser

Hello, Altough your ticket will be created, your customer won't be automatically created, you gotta create him on db or sync your otrs with an ldap El nov 2, 2011 1:06 p.m., Thomas Bouffon thomas.bouf...@gmail.com escribió: Hi, I am new to OTRS, and after a lot of googling, I cannot find why

Re: [otrs] Export FAQ?

Hello, You can export the FAQ articles directly from database. They're all in the faq_item table. You could download them to CSV and improve its format by using a spreadsheet app such as excel Regards, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia On 25 October 2011 14:59

Re: [otrs] No Permission to use this frontend module!

associated with the feature being used (tough afaik that's only for agents, not customers) so both were shots in the dark, hope they helped. Leonardo Certuche www.itconsultores.com.co Medellín, Colombia On 21 October 2011 14:30, Arturo Castro arturo.e.cas...@gmail.com wrote: Hi this is my first post

Re: [otrs] patch to go from 2.4.10 to 2.4.11

/AdminPackageManager.pm 1.65.2.8 OTRS 2.4.x: Kernel/Modules/AdminPackageManager.pm 1.81.2.4 OTRS 3.0.x: Kernel/Modules/AdminPackageManager.pm 1.98.2.2 Also available on http://source.otrs.org/ Regards, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia On 12 October 2011 06:26, Steve

Re: [otrs] Responsible set automatically when changing the queue

Hello, Probably the one you're looking for is: Ticket::ResponsibleAutoSet: If ticket responsible feature is enabled, set automatically the owner as responsible on owner set. It's located at Ticket - Core::Ticket Regards, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia On 9

[otrs] anyone is allowed to edit the survey but no trace is left

for that: http://bugs.otrs.org/show_bug.cgi?id=7715 Are you guys experiencing the same? How can we avoid it? Thanks, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive

Re: [otrs] Display of TicketFreeTime fieds in customer interface

Hello, I believe AgentTicketZoom will only show you fields with values. If you haven't set the freefield to a value, nothing will be shown. Another thing to do is make sure /opt/otrs/Kernel/Output/HTML/Standard/CustomerTicketZoom.dtl is actually letting you see the freefield. Leonardo Certuche

Re: [otrs] Survey

Sounds great! Please let me know how it goes, I'll be glad to have the part you developed :) Regards, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia On 5 August 2011 06:20, Wagner wagner...@gmail.com wrote: I'll try that, the waiting part to close the ticket, I've already

Re: [otrs] Survey

Did you restart apache after that? Did users empty cache before trying? **Leonardo Certuche www.itconsultores.com.co Medellín, Colombia On 5 August 2011 16:07, Wagner wagner...@gmail.com wrote: Leonardo, When I changed the file you said, It worked, but just once, one user received

Re: [otrs] Survey

confirmation to close the ticket Leonardo Certuche www.itconsultores.com.co Medellín, Colombia On 4 August 2011 10:17, Wagner wagner...@gmail.com wrote: Hello, is there a way to send a survey even if the ticket it´s not closed? I´ve created a state for Waiting Confirmation (pending), the user

[otrs] OTRS3: changes on database not reflected on front end

, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

Re: [otrs] OTRS3: changes on database not reflected on front end

Thanks Nils! Leonardo Certuche www.itconsultores.com.co Medellín, Colombia On 7 July 2011 15:46, Nils Leideck nils.leid...@leidex.net wrote: Dear Leonardo, On 07.07.2011, at 22:36, Leonardo Certuche wrote: Trying to understand why, we found several cache files at /opt/otrs/var/tmp

Re: [otrs] Edit SLA: Label on Customer page?

Hello, You can modify your language file which is at /opt/otrs/Kernel/Language There you'll find a definition for SLA which can be changed to whatever your environment wants Leonardo Certuche www.itconsultores.com.co Medellín, Colombia On 1 July 2011 10:52, Gadow, Shawn sga...@ocusd.net wrote

Re: [otrs] Edit SLA: Label on Customer page?

Then just make a new entry: 'SLA' = 'Issue', Or make a new translation file as explained at http://doc.otrs.org/developer/2.4/en/html/ch10.html Leonardo Certuche www.itconsultores.com.co Medellín, Colombia On 1 July 2011 11:07, Gadow, Shawn sga...@ocusd.net wrote: I looked there and I

Re: [otrs] Present queue associated with type in create ticker on the customer web

Hi Niklas What OTRS version are you using? With 2.4.x we've done things like the one you want using javascript. I know it's not the most elegant choice and you'll have to deal with that on an upgrade but it does the job and your end-user won't realize the difference. Leonardo Certuche

Re: [otrs] How to replicate OTRS on another machine when attachments are getting stored in FS

Leonardo Certuche www.itconsultores.com.co Medellín, Colombia On 3 June 2011 23:42, Amit Sharma amit_...@yahoo.com wrote: Hi, I have OTRS 2.4.7 working successfully on Linux box from past 1 year. MySQL was configured in replication mode and the DB was getting successfully replicated when

Re: [otrs] Ticket - field Time units (work units)

Hello Sergio It's on Ticket - Frontend::Agent Leonardo Certuche www.itconsultores.com.co Medellín, Colombia On 27 May 2011 07:01, ser...@scs.eti.br wrote: Hi Mike, thank you for your answer. But, I could not find Ticket:: Frontend:: TimeUnits, is it in the group ticket? Sergio

Re: [otrs] ITSM error

I think that can be resolved running /opt/otrs/bin/otrs.RebuildConfig.pl Leonardo Certuche www.itconsultores.com.co Medellín, Colombia On 10 May 2011 02:44, Michiel Beijen michiel.bei...@gmail.com wrote: Are the files in your otrs/Kernel/Config/Files directory writable by the web server

Re: [otrs] questions

Configuration Item http://en.wikipedia.org/wiki/Configuration_item On 29 April 2011 09:44, DM_Julio Angulo dm_jang...@equifax.com.pe wrote: What is CI?, sorry i´m loosing... - OTRS mailing list: otrs - Webpage:

Re: [otrs] OTRS ITSM : computers discovery

a discrepancy is found, and alert is sent by Nagios to sysadmins who go and check it and depending on the event, they raise a new change or simply link the CI with a ticket documenting it. Leonardo Certuche www.itconsultores.com.co Medellín, Colombia On 28 April 2011 04:14, Steve Durbin steve.dur

Re: [otrs] OTRS ITSM : computers discovery

performed to your configuration items. Regards, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia On 27 April 2011 14:25, Michiel Beijen michiel.bei...@otrs.com wrote: Would be great to have! Currently we don't have anything like this, you can however import inventory data from

Re: [otrs] itsm access level

Hello, There is! When you create a new general catalog class (which you use to group several CIs), OTRS let you choose a group to associate the class with, that way only members of that group will be able to see the CI belonging to that class. Leonardo Certuche Medellín, Colombia On 30 March

Re: [otrs] ConfigItem data

Hello, Al configitem info is on the following tables: configitem configitem_counter configitem_definition configitem_history configitem_history_type configitem_version xml_storage Cheers, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia On 8 March 2011 10:28, Straccialano

Re: [otrs] Assign queue and agent

time. Leonardo Certuche www.itconsultores.com.co Medellín, Colombia On 28 February 2011 07:47, NARCIS PALLARES MULET npalla...@elecnor.eswrote: Hi all, I have some questions about the OTRS structure. My structure is, all the user will send the tickets at same place. The administrator. After

Re: [otrs] change time - sync to download e-mail

* * * *$HOME/bin/PostMasterMailbox.pl /dev/null If it says there's no cront for user otrs, run the following command: /opt/otrs/bin/Cron.sh restart otrs Regards, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia On 15 February 2011 11:17, DM_Julio Angulo dm_jang

Re: [otrs] Survey Module - Not Sending Survey

Hello Parag, Google is your friend. Please check the following links: http://lists.otrs.org/pipermail/otrs/2009-March/025925.html http://bigunix.blogspot.com/2009/07/otrs-how-survey-module-works.html Regards, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia On 7 February 2011 14

[otrs] headers on export

Hello there, On the Import/Export feature, when you try to export CIs, the CSV file won't contain headers, only data. Is there any way to obtain the headers as well? I'm talking about the name of the fields of each column downloaded. Am I clear? Thanks in advance, Leonardo Certuche

[otrs] how to show more than 50 results when linking objects

find it Thanks in advance, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi

[otrs] access to /otrs/index.pl?Action=AdminImportExport

on this is much appreciated. Thanks in advance, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http

[otrs] change of link type

appreciated. Thanks, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin

Re: [otrs] SLA and services

Hello, Try to add them as default services at /otrs/ index.pl?Action=AdminCustomerUserService Leonardo Certuche www.itconsultores.com.co Medellín, Colombia On 3 December 2010 07:49, shrikant k shrikant.k1...@gmail.com wrote: i am using otrs 2.4.8 and i am facing some problem in SLA i

Re: [otrs] SLA and services

Hi, the following step-by-step will probably help you out: http://www.mail-archive.com/otrs@otrs.org/msg25478.html Leonardo Certuche www.itconsultores.com.co Medellín, Colombia On 3 December 2010 08:06, shrikant k shrikant.k1...@gmail.com wrote: hey Leonardo I am not able to see any

[otrs] AgentITSMChangeMyWorkOrders not updating

: itsm-change itsm-change-builder itsm-change-manager users Am I missing some other configuration? Thanks in advance, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia - OTRS mailing list: otrs - Webpage: http

Re: [otrs] AgentITSMChangeMyWorkOrders not updating

users that counter is actually increasing Is there any way to change the behavior of this feature so it counts once an order is assigned to a given agent? Thanks in advance, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia On 30 November 2010 11:28, Markus Esche markus.es

Re: [otrs] AgentITSMChangeMyWorkOrders not updating

the counter on ANY state, as long as the Agent has it assigned Thanks for your help, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia On 30 November 2010 14:35, Nils Leideck - ITSM nils.leid...@leidex.netwrote: Hi, I guess the actual used status and the filter in the WorkOrder view

[otrs] OTRS_UserFirstname not resolving

but OTRS never updated my change. Does anyone know what could be causing this behavior? Thanks in advance, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive

[otrs] ACL to show a Service only to a Group

= { Ticket = { Service = ['Administracion de Problemas de TI'], }, }, }; Leonardo Certuche www.itconsultores.com.co Medellín, Colombia - OTRS mailing list: otrs - Webpage: http

Re: [otrs] convert email to ticket

Hello, That's a default OTRS feature, you can read more at http://doc.otrs.org/2.4/en/html/x1352.html Leonardo Certuche www.itconsultores.com.co Medellín, Colombia On 29 October 2010 15:52, DM_Julio Angulo dm_jang...@equifax.com.pe wrote: Hi team, I wonder if they know a practical manual

Re: [otrs] Is it possible to create ticket through IVT or throug any script

Hello Darshak Please check the following links: http://www.iniy.org/?p=20 http://doc.otrs.org/2.2/en/html/x1053.html If you need professional help from OTRS experts, please check http://www.otrs.com/en/partners/find-a-partner/ Cheers, Leonardo Certuche www.itconsultores.com.co Medellín

Re: [otrs] backup.pl password question

Hello, shot in the dark here: You could crypt your password using /opt/otrs/bin/CryptPassword.pl, paste it in your Config.pm and see if backup.pl works Leonardo Certuche www.itconsultores.com.co Medellín, Colombia On 21 October 2010 12:19, Mark Novak m...@risecorp.com wrote: Hello Everyone

[otrs] use of Escalation parameter on GenericAgent.pm

to solve the ticket before the time stored in Update Time is reached. That way Agents of queueB will see this ticket on their queue and they will be able to solve it before Solution time is reached. Thanks in advance for your help, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

[otrs] CI's classes and sub-classes view

of showing sub-classes on Configuration Items like sub-queues are shown? Any help on this is much appreciated. Leonardo Certuche www.itconsultores.com.co Medellín, Colombia - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive

Re: [otrs] errror in CGI 10 OTRS SYSTEM LOG

without a simple way of getting rid of them Leonardo Certuche www.itconsultores.com.co Medellín, Colombia On 11 October 2010 09:13, Ruzwan Abdul ruz...@pyrogroup.com wrote: Hi, I am getting the below error in System log Mysql when using Dashboard. version 2.4.6 OTRS You have an error

[otrs] otrs.RebuildEscalationIndex.pl

Hello, Could anyone please explain to me what the /bin/ otrs.RebuildEscalationIndex.pl script is for? Thanks, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia - OTRS mailing list: otrs - Webpage: http://otrs.org

Re: [otrs] Single Ticket View

without logging in. Leonardo Certuche www.itconsultores.com.co Medellín, Colombia On 5 October 2010 08:16, Armando Ortiz armando.or...@cppcorp.com wrote: Is there a script available that allows a user to view a more simplified ticket interface without being able to sign in? For example

[otrs] Escalated Tickets on Dashboard

Hello there, It seems like by default, the Escalated Tickets view on the Dashboard also shows closed tickets, which is only noise on the screen for our customer. Is there any way to filter this view so it does not show closed tickets? Thanks, Leonardo Certuche www.itconsultores.com.co Medellín

Re: [otrs] PostMaster.pl

Hello, Edit /opt/otrs/var/cron/postmaster with your desired frecuency and then restart OTRS Leonardo Certuche www.itconsultores.com.co Medellín, Colombia On 30 September 2010 08:23, Andrew Meyer ame...@precisionpractice.comwrote: I am having some issues with OTRS 3.0b4 (fedora 13

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