[otrs] Need help to build ACL

2014-03-27 Thread André Cavalcante 
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 don't know if it is possible.

Thanks for you time.

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[otrs] dashboard new collumn

2014-04-05 Thread André Cavalcante 
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,

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[otrs] Set status automatically

2014-04-05 Thread André Cavalcante 
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?

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Re: [otrs] dashboard new collumn

2014-04-06 Thread André Cavalcante 
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 
 treba.an...@gmail.comwrote:

 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*


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Re: [otrs] Set status automatically

2014-04-06 Thread André Cavalcante 
Thanks!


2014-04-05 18:51 GMT-03:00 Gerald Young cryth...@gmail.com:

  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.
 Yes, SysConfig Ticket - Core::Ticket
 [x] 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 treba.an...@gmail.comwrote:

 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*


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[otrs] Dashboard new collumn

2014-04-07 Thread André Cavalcante 
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.

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Re: [otrs] Dashboard new collumn

2014-04-08 Thread André Cavalcante 
CustomerID (without s) maps to username
LDAP integration

 Map = [
# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown (1=always,2=lite), required,
storage-type, http-link, readonly
[ 'UserTitle',  'Title',  'title',   1, 0,
'var', '', 1 ],
[ 'UserFirstname',  'Firstname',  'givenname',   1, 0,
'var', '', 1 ],
[ 'UserLastname',   'Lastname',   'sn',  1, 0,
'var', '', 1 ],
[ 'UserLogin',  'Username',   'sAMAccountName',  1, 1,
'var', '', 1 ],
[ 'UserEmail',  'Email',  'mail',1, 1,
'var', '', 1 ],
[ 'UserCustomerID', 'CustomerID', 'sAMAccountName',  1, 1,
'var', '', 1 ],
[ 'UserCustomerIDs','CustomerIDs','department', 1, 0,
'var', '', 1 ],
[ 'UserPhone',  'Phone',  'telephonenumber', 1, 0,
'var', '', 1 ],
[ 'UserComment','Comment','description', 1, 0,
'var', '', 1 ],
[ 'UserStreet', 'Street', 'streetAddress',   1, 0,
'var', '', 1 ],
[ 'UserZip','Zip','zip', 1, 0,
'var', '', 1 ],
[ 'UserCity',   'City',   'l',   1, 0,
'var', '', 1 ],
[ 'UserCountry','Country','co',  1, 0,
'var', '', 1 ],
],


2014-04-08 10:04 GMT-03:00 Gerald Young cryth...@gmail.com:

 try CustomerID/customer_id without an s


 On Mon, Apr 7, 2014 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 data related to the ticket.

 --
 *André Luiz *

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Re: [otrs] Dashboard new collumn

2014-04-08 Thread André Cavalcante 
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:

 CustomerID (without s) maps to username
 LDAP integration


  Map = [
 # note: Login, Email and CustomerID needed!
 # var, frontend, storage, shown (1=always,2=lite), required,
 storage-type, http-link, readonly
 [ 'UserTitle',  'Title',  'title',   1, 0,
 'var', '', 1 ],
 [ 'UserFirstname',  'Firstname',  'givenname',   1, 0,
 'var', '', 1 ],
 [ 'UserLastname',   'Lastname',   'sn',  1, 0,
 'var', '', 1 ],
 [ 'UserLogin',  'Username',   'sAMAccountName',  1, 1,
 'var', '', 1 ],
 [ 'UserEmail',  'Email',  'mail',1, 1,
 'var', '', 1 ],
 [ 'UserCustomerID', 'CustomerID', 'sAMAccountName',  1, 1,
 'var', '', 1 ],
 [ 'UserCustomerIDs','CustomerIDs','department', 1, 0,
 'var', '', 1 ],
 [ 'UserPhone',  'Phone',  'telephonenumber', 1, 0,
 'var', '', 1 ],
 [ 'UserComment','Comment','description', 1, 0,
 'var', '', 1 ],
 [ 'UserStreet', 'Street', 'streetAddress',   1, 0,
 'var', '', 1 ],
 [ 'UserZip','Zip','zip', 1, 0,
 'var', '', 1 ],
 [ 'UserCity',   'City',   'l',   1, 0,
 'var', '', 1 ],
 [ 'UserCountry','Country','co',  1, 0,
 'var', '', 1 ],
 ],


 2014-04-08 10:04 GMT-03:00 Gerald Young cryth...@gmail.com:

 try CustomerID/customer_id without an s


  On Mon, Apr 7, 2014 at 6:24 PM, André Cavalcante treba.an...@gmail.com
  wrote:

 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 *

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Re: [otrs] Dashboard new collumn

2014-04-08 Thread André Cavalcante 
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




 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:

 CustomerID (without s) maps to username
 LDAP integration


  Map = [
 # note: Login, Email and CustomerID needed!
 # var, frontend, storage, shown (1=always,2=lite),
 required, storage-type, http-link, readonly
 [ 'UserTitle',  'Title',  'title',   1, 0,
 'var', '', 1 ],
 [ 'UserFirstname',  'Firstname',  'givenname',   1, 0,
 'var', '', 1 ],
 [ 'UserLastname',   'Lastname',   'sn',  1, 0,
 'var', '', 1 ],
 [ 'UserLogin',  'Username',   'sAMAccountName',  1, 1,
 'var', '', 1 ],
 [ 'UserEmail',  'Email',  'mail',1, 1,
 'var', '', 1 ],
 [ 'UserCustomerID', 'CustomerID', 'sAMAccountName',  1, 1,
 'var', '', 1 ],
 [ 'UserCustomerIDs','CustomerIDs','department', 1, 0,
 'var', '', 1 ],
 [ 'UserPhone',  'Phone',  'telephonenumber', 1, 0,
 'var', '', 1 ],
 [ 'UserComment','Comment','description', 1, 0,
 'var', '', 1 ],
 [ 'UserStreet', 'Street', 'streetAddress',   1, 0,
 'var', '', 1 ],
 [ 'UserZip','Zip','zip', 1, 0,
 'var', '', 1 ],
 [ 'UserCity',   'City',   'l',   1, 0,
 'var', '', 1 ],
 [ 'UserCountry','Country','co',  1, 0,
 'var', '', 1 ],
 ],


 2014-04-08 10:04 GMT-03:00 Gerald Young cryth...@gmail.com:

 try CustomerID/customer_id without an s


  On Mon, Apr 7, 2014 at 6:24 PM, André Cavalcante 
 treba.an...@gmail.com wrote:

 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 *

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Re: [otrs] Dashboard new collumn

2014-04-08 Thread André Cavalcante 
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:

 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




 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.com
  wrote:

 CustomerID (without s) maps to username
 LDAP integration


  Map = [
 # note: Login, Email and CustomerID needed!
 # var, frontend, storage, shown (1=always,2=lite),
 required, storage-type, http-link, readonly
 [ 'UserTitle',  'Title',  'title',   1, 0,
 'var', '', 1 ],
 [ 'UserFirstname',  'Firstname',  'givenname',   1, 0,
 'var', '', 1 ],
 [ 'UserLastname',   'Lastname',   'sn',  1, 0,
 'var', '', 1 ],
 [ 'UserLogin',  'Username',   'sAMAccountName',  1, 1,
 'var', '', 1 ],
 [ 'UserEmail',  'Email',  'mail',1, 1,
 'var', '', 1 ],
 [ 'UserCustomerID', 'CustomerID', 'sAMAccountName',  1, 1,
 'var', '', 1 ],
 [ 'UserCustomerIDs','CustomerIDs','department', 1, 0,
 'var', '', 1 ],
 [ 'UserPhone',  'Phone',  'telephonenumber', 1, 0,
 'var', '', 1 ],
 [ 'UserComment','Comment','description', 1, 0,
 'var', '', 1 ],
 [ 'UserStreet', 'Street', 'streetAddress',   1, 0,
 'var', '', 1 ],
 [ 'UserZip','Zip','zip', 1, 0,
 'var', '', 1 ],
 [ 'UserCity',   'City',   'l',   1, 0,
 'var', '', 1 ],
 [ 'UserCountry','Country','co',  1, 0,
 'var', '', 1 ],
 ],


 2014-04-08 10:04 GMT-03:00 Gerald Young cryth...@gmail.com:

 try CustomerID/customer_id without an s


  On Mon, Apr 7, 2014 at 6:24 PM, André Cavalcante 
 treba.an...@gmail.com wrote:

 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 *

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Re: [otrs] Dashboard new collumn

2014-04-14 Thread André Cavalcante 
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 suggest this setup.
 You can also check if the setup is correct by going to the customer
 information center and selecting a customer user name (lower field). If
 configured correctly it will load up the info center for the department
 (e.g. 'Team IT') and list all members of that department (= all customer
 users who share the same customer id).

 This also allows the use of the company tickets option in the customer
 interface.

 --Mathias
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Re: [otrs] Dashboard new collumn

2014-04-14 Thread André Cavalcante 
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/expected? It brings no result at all,
It should companys name.
What did you search for to achieve your results? I'd like to add a collumn
to dashboard to show each tickts company
How may random person -- who might be able to help you -- replicate your
results? I can send some files .dtl or the otrs-ldap mapping

When I go to Customer Information Center the company is shown ok.


2014-04-14 22:39 GMT-03:00 Gerald Young cryth...@gmail.com:

 No success so far...
 This is quite difficult to troubleshoot.

 What have you tried?
 What is the result?
 Did you get any error messages?
 How is the result not what you wanted/expected?
 What did you search for to achieve your results?
 How may random person -- who might be able to help you -- replicate your
 results?
 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.
 [ 'UserCustomerID', 'CustomerID', 'sAMAccountName',  1, 1,
 'var', '', 1 ],
 [ 'UserCustomerIDs','CustomerIDs','department', 1, 0,
 'var', '', 1 ],
  Would be correct 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, 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 be correct to the the following?
 
  CustomerID = department
  CustomerIDs = nothing
 
 
 I'd also suggest this setup.
 You can also check if the setup is correct by going to the customer
 information center and selecting a customer user name (lower field). If
 configured correctly it will load up the info center for the department
 (e.g. 'Team IT') and list all members of that department (= all customer
 users who share the same customer id).

 This also allows the use of the company tickets option in the customer
 interface.

 --Mathias
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 Coordenador de Eleições
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[otrs] Ticket subject

2014-04-15 Thread André Cavalcante 
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 #OTRS_TICKET_TicketNumber -


Por favor, nos ajude a melhorar nossos serviços, responda à pesquisa de
satisfação disponível no link abaixo:

http://centraldeservicos.tre-ba.jus.br/otrs/public.pl?Action=PublicSurvey;PublicSurveyKey=
OTRS_PublicSurveyKey

Sua opinião é muito importante!

Equipe de Suporte

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Re: [otrs] Ticket subject

2014-04-15 Thread André Cavalcante 
Hi Gerald, you're right. Sorry about that. I'll be more specific next time.

Objective: show the customer in the Survey message which ticket he/she will
evaluate. I can already tell him the ticket number, because I've inserted
the tag OTRS_TICKET_TicketNumber. But a customer suggested  to show also
the subject so that he/she doesn't need to access the web interface to see
what that ticket was about.

Action: I've inserted tag OTRS_CUSTOMER_SUBJECT

Result: It didn't bring any result.

Desired result: Show the ticket subject in the Survey message

Thanks again, I'll try the tag you've suggested.



2014-04-15 18:18 GMT-03:00 Gerald Young cryth...@gmail.com:

 Please (this is a personal 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 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 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 #OTRS_TICKET_TicketNumber -


 Por favor, nos ajude a melhorar nossos serviços, responda à pesquisa de
 satisfação disponível no link abaixo:


 http://centraldeservicos.tre-ba.jus.br/otrs/public.pl?Action=PublicSurvey;PublicSurveyKey=
 OTRS_PublicSurveyKey

 Sua opinião é muito importante!

 Equipe de Suporte

 --
 *André Luiz C. e Cavalcante, PMP, PRINCE2*


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[otrs] DB Tables

2014-04-15 Thread André Cavalcante 
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 locked and unlocked in each queue
- how many tickets have escalated per queue
- how many tickets per agent, per queue
- survey results
and other that my imagination can think about.

Does anyone know where I can get these information?

Thanks



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Re: [otrs] DB Tables

2014-04-16 Thread André Cavalcante 
I know the basic of doing queries, but I have people on my team that can do
them for me. I just need to know where to find data.

I know phpmyadmin.


2014-04-15 21:36 GMT-03:00 Gerald Young cryth...@gmail.com:

 MySQL Workbench or phpMyAdmin would be helpful tools for you.

 The schema isn't terribly obscure.
 For instance, the table named ticket holds ticket data.

 Do you know how to write sql queries? (I need a base of understanding --
 whether you need direction to accomplish the task yourself or you need
 someone to do it for you).

 For instance:
 number of tickets in each queue

 select  q.name queue, count(t.id) number 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

 number of tickets locked and unlocked in each queue:

 select  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* one easily in a list).





 On Tue, Apr 15, 2014 at 6:40 PM, André Cavalcante 
 treba.an...@gmail.comwrote:

 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 locked and unlocked in each queue
 - how many tickets have escalated per queue
 - how many tickets per agent, per queue
 - survey results
 and other that my imagination can think about.

 Does anyone know where I can get these information?

 Thanks



 --

 *André Luiz C. e Cavalcante, PMP, PRINCE2*
 ITS Manager

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Re: [otrs] : open ticket report monthly

2014-04-17 Thread André Cavalcante 
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 displayed on the
 dashboard if you use
 Firefox or chrome.

 Florian

 16.04.2014 15:40 - KalyanaChakravarthy MP schrieb:
 Sql Query:

 SELECT ticket.tn, ticket.id,ticket_history.state_id,ticket_state.name,
 max(ticket_history.change_time) AS change_time
 FROM ticket_history
 LEFT JOIN ticket ON (ticket.id = ticket_history.ticket_id)
 LEFT JOIN ticket_state ON (ticket_state.id = ticket_history.state_id)
  LEFT JOIN ticket_state_type ON (ticket_state_type.id =
 ticket_state.type_id)
  WHERE ticket_history.history_type_id = 27 AND
 ticket_state_type.name !=closed
 GROUP BY ticket.tn;


 At the moment it just groups the records and only gets the max date and
 not the row associated with the max date



 *Thank you  Regards,*
 *Kalyana chakravarthy M .P,*
 *Sr software Engineer*


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Re: [otrs] Dashboard new collumn

2014-04-23 Thread André Cavalcante 
Hi people,

I need some help. I have mapped OTRS and AD (LDAP), and I'd like add
collumn to the dashboard to show the department where the ticket come from,
but it brings no data.

The mapping is the following. Thanks.

 Map = [
# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown (1=always,2=lite), required,
storage-type, http-link, readonly
[ 'UserTitle',  'Title',  'title',   1, 0,
'var', '', 1 ],
[ 'UserFirstname',  'Firstname',  'givenname',   1, 0,
'var', '', 1 ],
[ 'UserLastname',   'Lastname',   'sn',  1, 0,
'var', '', 1 ],
[ 'UserLogin',  'Username',   'sAMAccountName',  1, 1,
'var', '', 1 ],
[ 'UserEmail',  'Email',  'mail',1, 1,
'var', '', 1 ],
[ 'UserCustomerID', 'CustomerID', 'sAMAccountName',  1, 1,
'var', '', 1 ],
[ 'UserCustomerIDs','CustomerIDs','department', 1, 0,
'var', '', 1 ],
[ 'UserPhone',  'Phone',  'telephonenumber', 1, 0,
'var', '', 1 ],
[ 'UserComment','Comment','description', 1, 0,
'var', '', 1 ],
[ 'UserStreet', 'Street', 'streetAddress',   1, 0,
'var', '', 1 ],
[ 'UserZip','Zip','zip', 1, 0,
'var', '', 1 ],
[ 'UserCity',   'City',   'l',   1, 0,
'var', '', 1 ],
[ 'UserCountry','Country','co',  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/expected? It brings no result at
 all, It should companys name.
 What did you search for to achieve your results? I'd like to add a collumn
 to dashboard to show each tickts company
 How may random person -- who might be able to help you -- replicate your
 results? I can send some files .dtl or the otrs-ldap mapping

 When I go to Customer Information Center the company is shown ok.


 2014-04-14 22:39 GMT-03:00 Gerald Young cryth...@gmail.com:

 No success so far...
 This is quite difficult to troubleshoot.

 What have you tried?
 What is the result?
 Did you get any error messages?
 How is the result not what you wanted/expected?
 What did you search for to achieve your results?
 How may random person -- who might be able to help you -- replicate your
 results?
 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.
 [ 'UserCustomerID', 'CustomerID', 'sAMAccountName',  1, 1,
 'var', '', 1 ],
 [ 'UserCustomerIDs','CustomerIDs','department', 1, 0,
 'var', '', 1 ],
   Would be correct 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, 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 be correct to the the following?
 
  CustomerID = department
  CustomerIDs = nothing
 
 
 I'd also suggest this setup.
 You can also check if the setup is correct by going to the customer
 information center and selecting a customer user name (lower field). If
 configured correctly it will load up the info center for the department
 (e.g. 'Team IT') and list all members of that department (= all customer
 users who share the same customer id).

 This also allows the use of the company tickets option in the customer
 interface.

 --Mathias
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Re: [otrs] Ticket subject

2014-04-24 Thread André Cavalcante 
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 next time.

 Objective: show the customer in the Survey message which ticket he/she
 will evaluate. I can already tell him the ticket number, because I've
 inserted the tag OTRS_TICKET_TicketNumber. But a customer suggested  to
 show also the subject so that he/she doesn't need to access the web
 interface to see what that ticket was about.

 Action: I've inserted tag OTRS_CUSTOMER_SUBJECT

 Result: It didn't bring any result.

 Desired result: Show the ticket subject in the Survey message

 Thanks again, I'll try the tag you've suggested.



 2014-04-15 18:18 GMT-03:00 Gerald Young cryth...@gmail.com:

 Please (this is a personal 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 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 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 #OTRS_TICKET_TicketNumber -


 Por favor, nos ajude a melhorar nossos serviços, responda à pesquisa de
 satisfação disponível no link abaixo:


 http://centraldeservicos.tre-ba.jus.br/otrs/public.pl?Action=PublicSurvey;PublicSurveyKey=
 OTRS_PublicSurveyKey

 Sua opinião é muito importante!

 Equipe de Suporte

 --
 *André Luiz C. e Cavalcante, PMP, PRINCE2*


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[otrs] Company Tickets

2014-04-29 Thread André Cavalcante 
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.

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[otrs] Multiple master survey

2014-06-30 Thread André Cavalcante 
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?

Thanks,

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[otrs] Not able to move locked tickets

2015-05-14 Thread André Cavalcante 
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

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[otrs] Closed Ticked Limit

2015-07-14 Thread André Cavalcante 
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

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[otrs] company tickets

2015-11-01 Thread André Cavalcante 
Hi Guys,

Any hint on how makinf Company Ticktes function to work?

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[otrs] autostate and stateupdate

2016-06-19 Thread André Cavalcante 
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 each ticket should return to the state specified in
"Ticket::StateAfterPending". Which is a customized state called "fechado
automaticamente", that means "automatically closed".
3) I've created also a notification event, for sending an e-mail to the
customer using updatestate everytime the ticketstate changes to "fechado
automaticamente".

The point is: the state is not being changed after pending time. Any hint?
The notification is working fine, if I change state manually.

Thanks


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[otrs] CONFIGURATION ITEM

2016-01-18 Thread André Cavalcante 
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!
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[otrs] How to associate a CI to a ticket

2016-01-19 Thread André Cavalcante 
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?

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Re: [otrs] CONFIGURATION ITEM

2016-01-19 Thread André Cavalcante 
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
> didn't find them in General Catalog
>
> 2016-01-19 13:47 GMT-03:00 Diego Chacón <di...@gridshield.net>:
>
>> Admin Panel > System Log
>>
>> 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 see a detail on what failed in the CSV.
>>>>
>>>> Regards
>>>>
>>>> 2016-01-18 15:49 GMT-06:00 André Cavalcante <treba.an...@gmail.com>:
>>>>
>>>>> 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 Luiz C. e Cavalcante, PMP, PRINCE2, ITIL EXPERT*
>>>>>
>>>>>
>>>>> -
>>>>> 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
>>>>>
>>>>
>>>>
>>>>
>>>> --
>>>>
>>>> *Alvaro Cordero RetanaConsultor de Tecnologias*
>>>> *Tel: 22585757 ext 123 <22585757%20ext%20123>*
>>>> *Email:* alv...@gridshield.net
>>>>
>>>>
>>>> -
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>>>> Archive: http://lists.otrs.org/pipermail/otrs
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>>>>
>>>
>>>
>>>
>>> --
>>> *André Luiz C. e Cavalcante, PMP, PRINCE2*
>>>
>>>
>>> -
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>>>
>>
>>
>>
>> --
>> *Diego Chacón Rojas*
>> ** E-mail: di...@gridshield.net <di...@gridshield.net>*
>>
>>
>> -
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>>
>
>
>
> --
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>
>


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Re: [otrs] CONFIGURATION ITEM

2016-01-19 Thread André Cavalcante 
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>:
>
>> 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 Luiz C. e Cavalcante, PMP, PRINCE2, ITIL EXPERT*
>>
>>
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>
> --
>
> *Alvaro Cordero RetanaConsultor de Tecnologias*
> *Tel: 22585757 ext 123*
> *Email:* alv...@gridshield.net
>
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Re: [otrs] CONFIGURATION ITEM

2016-01-19 Thread 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 Catalog

2016-01-19 13:47 GMT-03:00 Diego Chacón <di...@gridshield.net>:

> Admin Panel > System Log
>
> 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 see a detail on what failed in the CSV.
>>>
>>> Regards
>>>
>>> 2016-01-18 15:49 GMT-06:00 André Cavalcante <treba.an...@gmail.com>:
>>>
>>>> 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 Luiz C. e Cavalcante, PMP, PRINCE2, ITIL EXPERT*
>>>>
>>>>
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>>>
>>>
>>>
>>> --
>>>
>>> *Alvaro Cordero RetanaConsultor de Tecnologias*
>>> *Tel: 22585757 ext 123 <22585757%20ext%20123>*
>>> *Email:* alv...@gridshield.net
>>>
>>>
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>>
>>
>>
>> --
>> *André Luiz C. e Cavalcante, PMP, PRINCE2*
>>
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>
>
>
> --
> *Diego Chacón Rojas*
> ** E-mail: di...@gridshield.net <di...@gridshield.net>*
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[otrs] CUSTOMER LOGIN PAGE

2016-03-09 Thread André Cavalcante 
Hi there,

Can I write a message on the CUSTOMER LOGIN page? Please see the attached
image.

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

2016-04-07 Thread André Cavalcante 
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 an external-note on his ticket?
>
>  I can see that the message from agent is reaching the customer
> console but I need to have an automated-mail to the customer's mail every
> time an external-note is sent by the agent to the customer.
>
> Do you have any ideas about this ?
>
>
> Best regards,
>
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