Hi all I would like to get a clear difference in the definition on the escalation times. - First response time - Update time - Solution time
Thanks Regards Letty -----Original Message----- From: [email protected] [mailto:[email protected]] On Behalf Of [email protected] Sent: 13 January 2010 20:09 To: [email protected] Subject: otrs Digest, Vol 16, Issue 61 Send otrs mailing list submissions to [email protected] To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to [email protected] You can reach the person managing the list at [email protected] When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Oracle database backend (Jose Luis Spahr) 2. Re: Tickets ReOpening (Christopher Ross) 3. New Install Response Questions (Lance Larson) ---------------------------------------------------------------------- Message: 1 Date: Wed, 13 Jan 2010 08:21:43 -0800 From: Jose Luis Spahr <[email protected]> Subject: Re: [otrs] Oracle database backend To: 'User questions and discussions about OTRS.' <[email protected]> Message-ID: <[email protected]> Content-Type: text/plain; charset="utf-8" Hi Michiel, Here is my Perl version: Perl, v5.8.8 built for x86_64-linux-thread-multi Thanks for taking the time to answer and help, I appreciate it. I will wait to hear back from you. Thanks! Jose Luis Spahr -----Original Message----- From: [email protected] [mailto:[email protected]] On Behalf Of Michiel Beijen Sent: Tuesday, January 12, 2010 11:50 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Oracle database backend Hi Jose, Can I ask what Perl version you are using? You can check that via the Support module. Regards, -- Michiel Beijen R&D OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: Andr? Mindermann CU@ CeBIT 2010 in Hannover (Germany) and get to know more about OTRS at booth no. C37, in hall 2 from March 2-6, 2010! http://bit.ly/4qLvqm On Tue, Jan 12, 2010 at 10:36 PM, Jose Luis Spahr <[email protected]> wrote: > Hi List, > > > > Is anyone using Oracle as the backend database? > > I am having problems with the Stats module/icon under the Agent login site. > > > > This is the error I get: > > Software error: > > Can't locate object method "GetObjectName" via package > "Kernel::System::Stats::Static::StateAction" at > ../..//Kernel/System/Stats.pm line 2234. > > referer: http://otrs/otrs/index.pl?Action=AgentDashboard > > > > Any help here would be greatly appreciated. > > > > Thanks! > > Jose Luis Spahr > > > > --------------------------------------------------------------------- > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ ------------------------------ Message: 2 Date: Wed, 13 Jan 2010 11:57:26 -0500 From: "Christopher Ross" <[email protected]> Subject: Re: [otrs] Tickets ReOpening To: "User questions and discussions about OTRS." <[email protected]> Message-ID: <[email protected]> Content-Type: text/plain; charset="us-ascii" I already have the email address set in the system addresses. The issue is probably in our setup but we can't really change it. Basically, we have a distribution group called IT Support and all of our IT people are in that distribution as well as the system address that sends directly to the OTRS (ie [email protected]). We did it this way because we didn't want people to send directly to OTRS plus we already had people sending to IT Support long before we implemented OTRS. So now when we close out a ticket, it automatically CC's [email protected] which includes the [email protected]. I hope this made sense. Please let me know if you can help. From: Nils Leideck - ITSM [mailto:[email protected]] Sent: Tuesday, January 12, 2010 6:47 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Tickets ReOpening Hi, On 13.01.2010, at 00:37, Christopher Ross wrote: Is there any way to disable the reopening of tickets by email once they are already closed? There are people at the place that I work that forget to remove the system address from the CC when closing out a ticket and therefore it just reopens the ticket again. I don't want to remove the autofill CC feature because sometimes there are 4 or 5 people in that CC list. I just need for it to not be able to reopen via email once it is closed. Thanks the OTRS Systemaddress shouldn't be in CC. Just add this e-mail address to "Email Addresses" in the "System"-Column in Adminarea. Afterwards the Systemaddress won't appear in CC anymore. Nils Leideck -- Nils Leideck Senior Consultant [email protected] [email protected] http://webint.cryptonode.de / a Fractal project CU @ CeBIT 2010 in Hannover <http://www.otrs.com/en/news-and-press/news-details/article/otrs-auf-der -cebit-2010/?tx_ttnews%5BbackPid%5D=51&cHash=c9381fe235> , Germany and get to know more about OTRS at booth no. C37 in hall 2 from March 2-6, 2010! -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20100113/23f6fe28/atta chment-0001.html> ------------------------------ Message: 3 Date: Wed, 13 Jan 2010 10:00:51 -0800 From: "Lance Larson" <[email protected]> Subject: [otrs] New Install Response Questions To: "'User questions and discussions about OTRS.'" <[email protected]> Message-ID: <7fcb325a137546eaa387c23dfe63d...@larsond17d0f8f> Content-Type: text/plain; charset="us-ascii" Have a few questions on a new install. Questions about response formatting and a system response notification mail loop. 1) When clicking on a custom customer staff Response under "Compose Answer (email)" inside a ticket. The customer response message is always below the salutation (which I can understand) but ALSO under the customer's previous message. Is there a way to remove the customer's previous message or change its position in the response (file to edit?)? 2) When replying with followup to a customer ticket, both the answer we provided and the standard customer acknowledgement email "This email confirms that we have received your follow-up ...." are both provided to us again as "You got a follow up!" notification messages. Appears OTRS send and from address are the same and it replies to itself. Known issue, known fix, or workaround with mail filter exclude? Appreciate any feedback. Highest Regards, Lance Larson, Ph.D. President and CEO Larson Corporation, Inc. A California Corporation Phone: (949)-682-1200 x 101 Mobile: (949)-204-6062 E-mail: [email protected] Website: http://www.larsoncorporation.com The information in the email is confidential, and intended solely for the addressee. Access to this email by anyone else is unauthorized. Any copying or further distribution beyond the original recipient is not intended, and may be unlawful. The opinions enclosed are those of the sender, and do not necessarily reflect those of Larson Corporation, Inc. -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20100113/a2c0c1f9/atta chment.html> -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: image/jpeg Size: 12284 bytes Desc: not available URL: <http://lists.otrs.org/pipermail/otrs/attachments/20100113/a2c0c1f9/atta chment.jpe> ------------------------------ --------------------------------------------------------------------- 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 NEW! 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