[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.

[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

[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*

Re: [otrs] dashboard new collumn

How did you do this, Gerald? 2014-04-05 18:52 GMT-03:00 Gerald Young cryth...@gmail.com: 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 Cavalcante

Re: [otrs] Set status automatically

::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 treba.an...@gmail.comwrote: Hi there, I'd like to set status automatically to OPEN

[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] Dashboard new collumn

at 6:24 PM, André Cavalcante treba.an...@gmail.comwrote: 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

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 cryth...@gmail.com: Why did you do that? Why store the same value in two fields? On Tue, Apr 8, 2014 at 9:13 AM, André Cavalcante treba.an...@gmail.comwrote

Re: [otrs] Dashboard new collumn

I`m gonna test it. Thanks. 2014-04-08 11:04 GMT-03:00 Gerald Young cryth...@gmail.com: That's what I would suggest. On Tue, Apr 8, 2014 at 10:01 AM, André Cavalcante treba.an...@gmail.comwrote: Would be correct to the the following? CustomerID = department CustomerIDs = nothing

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 treba.an...@gmail.com: I`m gonna test it. Thanks. 2014-04-08 11:04 GMT-03:00 Gerald Young cryth...@gmail.com

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 = department CustomerIDs = nothing I'd also

Re: [otrs] Dashboard new collumn

actually happens? On Mon, Apr 14, 2014 at 9:21 PM, André Cavalcante treba.an...@gmail.comwrote: 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

[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 OTRS_CUSTOMER_SUBJECT but it didn't work. Any idea? Caro(a) usuário(a), Como você foi atendido? Avalie a qualidade do atendimento. Chamado

Re: [otrs] Ticket subject

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 OTRS_TICKET_Title 2014-04-15 16:31 GMT-04:00 André Cavalcante treba.an...@gmail.com: Hi there, I'd like to insert the ticket subject

[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

Re: [otrs] DB Tables

(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* one easily in a list). On Tue, Apr 15, 2014 at 6:40 PM, André Cavalcante treba.an

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 florian.edlhu...@gmx.de: 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

Re: [otrs] Dashboard new collumn

', 1, 0, 'var', '', 1 ], ], 2014-04-14 23:31 GMT-03:00 André Cavalcante treba.an...@gmail.com: What have you tried? I've set CustomerID = department (LDAP) What is the result? It brings no result. Did you get any error messages? No error messages How is the result not what you wanted

Re: [otrs] Ticket subject

Hello everyone, This message is to let you know that the problem was solved. I've used the tag Gerald've suggested ( OTRS_TICKET_Title) Thanks Gerald. André 2014-04-15 19:02 GMT-03:00 André Cavalcante treba.an...@gmail.com: Hi Gerald, you're right. Sorry about that. I'll be more specific

[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.

[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?

[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] 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

[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] 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

[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

[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 <treba.an...@gmail.com>: > 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 > d

Re: [otrs] CONFIGURATION ITEM

Alvaro, Where do I find the logs? 2016-01-18 20:08 GMT-03:00 Alvaro Cordero <alv...@gridshield.net>: > 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 <treba.an...@gmail.com>: > >&

Re: [otrs] CONFIGURATION ITEM

gt; On Tue, Jan 19, 2016 at 10:46 AM, André Cavalcante <treba.an...@gmail.com> > wrote: > >> Alvaro, >> >> Where do I find the logs? >> >> 2016-01-18 20:08 GMT-03:00 Alvaro Cordero <alv...@gridshield.net>: >> >>> Look at the logs, you will

[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

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