Search found 65 matches

by mshi
12 Apr 2012, 16:04
Forum: Help
Topic: set the workorder state from 'closed' to 'created' ?
Replies: 0
Views: 254

set the workorder state from 'closed' to 'created' ?

Hi,

Is it possible to set the workorder state from 'closed' to 'created' through defined conditions and actions?

Thanks,

mshi
by mshi
11 Feb 2012, 15:18
Forum: General
Topic: when fusioninventory connector will be release?
Replies: 16
Views: 2188

Re: when fusioninventory connector will be release?

Hi jojo,

Thanks for your update.

mshi
by mshi
11 Feb 2012, 06:36
Forum: General
Topic: when fusioninventory connector will be release?
Replies: 16
Views: 2188

when fusioninventory connector will be release?

Hi,

When the fusion inventory connector for OTRS 3.1.x will be release?

Hope OTRS staff can update some news.

Thanks,

mshi
by mshi
28 Dec 2011, 16:30
Forum: General
Topic: Wrong encoding in graphs and csv
Replies: 12
Views: 2006

Re: Wrong encoding in graphs and csv

Pls check if you have installed needed charactor fonts on you "Operating System".

Mshi
by mshi
28 Dec 2011, 16:25
Forum: General
Topic: Text not displayed!
Replies: 5
Views: 637

Re: Text not displayed!

I could not fully understand you problems.

Pls describe the issue with more detailed scenarios description.

Mshi
by mshi
28 Dec 2011, 15:57
Forum: General
Topic: Disable WildCards In search
Replies: 2
Views: 785

Re: Disable WildCards In search

WildCards search is an advanced tech in Perl language and OTRS System.

I could not understand why you don't like this advanced feature?

Mshi
by mshi
28 Dec 2011, 15:31
Forum: General
Topic: Slowness of the system
Replies: 3
Views: 574

Re: Slowness of the system

I dare say it's not problem of OTRS. It's a snap for creating a ticket in a second with OTRS.

Mshi
by mshi
13 Nov 2011, 05:30
Forum: Help
Topic: Out-Of-Office Feature
Replies: 4
Views: 1774

Re: Out-Of-Office Feature

This bug had been fixed.
by mshi
10 Nov 2011, 13:00
Forum: Help
Topic: ckeditor fonts
Replies: 0
Views: 342

ckeditor fonts

Hi,

I installed a few fonts that contain Chinese glyphs on linux platform.

my question is how can I add these fonts to RichText of ckeditor.

Thanks,

Mshi
by mshi
06 Nov 2011, 09:55
Forum: Help
Topic: Frontend::Output::FilterText not working
Replies: 5
Views: 958

Re: Frontend::Output::FilterText not working

Thanks,

It works now after richtext was disabled.

Mshi
by mshi
18 Aug 2011, 05:07
Forum: Help
Topic: LDAP ou name cannot be input with double code characters
Replies: 2
Views: 652

Re: LDAP ou name cannot be input with double code characters

Hi crythias

Your guessing provided me with right direction.

In perl file, each double code language character should be subtitude with hex byte format, like \x{60a8}.

Thanks,

Mshi
by mshi
18 Aug 2011, 02:55
Forum: Help
Topic: Display owner's Full Name for each ticket in Dashboard
Replies: 5
Views: 1947

Display owner's Full Name for each ticket in Dashboard

Hi, After the following two lines were inserted in the file of /opt/otrs/Kernel/Output/HTML/Standard/AgentDashboardTicketGeneric.dtl, <td>$QData{"Owner"}</td> <!-- add this line for the owner--> <td>$QData{"Responsible"}</td> <!-- add this line for the responsible --> OTRS will show the login name o...
by mshi
17 Aug 2011, 04:00
Forum: Help
Topic: Agent dashboard auto refresh problem
Replies: 2
Views: 1087

Re: Agent dashboard auto refresh problem

You also should change the CacheTTLLocal (in seconds) for each dashlet in the Dashboard through Sysconfig UI.

Mshi
by mshi
14 Aug 2011, 08:08
Forum: Help
Topic: LDAP ou name cannot be input with double code characters
Replies: 2
Views: 652

LDAP ou name cannot be input with double code characters

Hi, To integrate OTRS with LDAP, we should configure OU name in Config.pm for BaseDN, such as $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=XX,dc=yourdomain,dc=com'; My issue is OTRS will not run properly after I input double code characters (Japanese) within the OU name filed for XX. I know Perl progra...
by mshi
14 Jul 2011, 07:10
Forum: Help
Topic: Default Interface Language for all customers/users
Replies: 2
Views: 615

Re: Default Interface Language for all customers/users

Though SysConfig to set your default language

Framework -> Core -> DefaultLanguage
FAQ -> Core -> FAQ::Default::Language

Mshi
by mshi
14 Jul 2011, 07:03
Forum: General
Topic: New Ticket -> Link CI
Replies: 2
Views: 610

Re: New Ticket -> Link CI

Set ITSM permission for this user in Agent <-> Group or Role<->Group.

Mshi
by mshi
08 Jul 2011, 10:58
Forum: Help
Topic: SLA report.
Replies: 5
Views: 863

Re: SLA report.

Bump!

Please help on this question.

Mshi
by mshi
20 Jun 2011, 15:12
Forum: Help
Topic: Where can I found Log.pm
Replies: 3
Views: 771

Re: Where can I found Log.pm

The file path of Log.pm is not displayed corrent in your error.png. Be noted there are two // between otrs and Kernel.

The correct path shouldb be: /opt/otrs/Kernel/System/Log/

Mshi
by mshi
09 Jun 2011, 11:14
Forum: General
Topic: How to change the default subject for queue change?
Replies: 3
Views: 691

Re: How to change the default subject for queue change?

It's not possible by Sysconfig.

Mshi
by mshi
09 Jun 2011, 10:24
Forum: General
Topic: How to change the default subject for queue change?
Replies: 3
Views: 691

Re: How to change the default subject for queue change?

Make custom changes in the language translation file of xx_Custom.pm, such as "en_Custom.pm", on the directory of "/opt/otrs/Kernel/Language" .

Mshi
by mshi
02 Jun 2011, 01:09
Forum: General
Topic: Link Type: Normal, Child, Parent [SOLVED]
Replies: 2
Views: 1402

Re: Link Type: Normal, Child, Parent

If you link a ticket with a FAQ article or CI item, you should select "Normal" link.

While if you link a few tickets together, you should select "Parent" or "Child" link. You can not close parent ticket untill all children ticket were closed.

Mshi
by mshi
01 Jun 2011, 11:06
Forum: Help
Topic: Out-Of-Office Feature
Replies: 4
Views: 1774

Re: Out-Of-Office Feature

Bump!

This is genernal question about the feature of "Out of Office", have you not encountered this problem?

Thanks,

Mshi
by mshi
31 May 2011, 03:42
Forum: General
Topic: IT Company Support
Replies: 5
Views: 995

Re: IT Company Support

Of course it does!
by mshi
31 May 2011, 03:41
Forum: Help
Topic: Out-Of-Office Feature
Replies: 4
Views: 1774

Out-Of-Office Feature

Hi, There are some description about the feature of "Out-Of-Office in OTRS admin manual as following: If an agent receives a follow-up during a period of absence, the ticket is automatically unlocked and a notification is sent to all agents in the queue. As I understand the follow-up can be replied ...
by mshi
30 May 2011, 16:37
Forum: General
Topic: IT Company Support
Replies: 5
Views: 995

Re: IT Company Support

OTRS not only can be used for supporting internal customers but it can be used for supporting external customers no matter of you are large or small company.

That is the beauty of OTRS.

Mshi
by mshi
29 May 2011, 13:55
Forum: General
Topic: SSO with Active Directory
Replies: 1
Views: 615

Re: SSO with Active Directory

Please check with OTRS Wiki!

http://wiki.otrs.org/index.php?title=English_Area

Mshi
by mshi
29 May 2011, 12:31
Forum: Help
Topic: TicketAccountTime / TicketTimeUnits
Replies: 5
Views: 1212

Re: TicketAccountTime / TicketTimeUnits

I think the tags of <OTRS_TICKET_TicketAccountTime> and <OTRS_TICKET_TicketTimeUnits> are only used to show somewhere, instead of for you to input them.

Mshi
by mshi
29 May 2011, 05:41
Forum: Help
Topic: TicketAccountTime / TicketTimeUnits
Replies: 5
Views: 1212

Re: TicketAccountTime / TicketTimeUnits

To make "spend time" as mandatory field in AgentTicketCompose, you need to goto Admin SysConfig and change the following two parameters:

Ticket -> Frontend::Agent > Ticket::Frontend::TimeUnits

Ticket -> Frontend::Agent > Ticket::Frontend::NeedAccountedTime

Mshi
by mshi
29 May 2011, 05:19
Forum: General
Topic: Disable Agent notifications
Replies: 2
Views: 653

Re: Disable Agent notifications

Agent notification is controlled by cron job of genericagent.

Mshi
by mshi
29 May 2011, 04:29
Forum: General
Topic: Thinking about evaluating OTRS - Couple of questions
Replies: 3
Views: 696

Re: Thinking about evaluating OTRS - Couple of questions

Good questions!

OTRS can fit all your requirements.

Sugguest you to evaluate the latest version of OTRS.

Mshi
by mshi
18 May 2011, 10:19
Forum: Help
Topic: Problem with new state of type "open"
Replies: 4
Views: 1261

Re: Problem with new state of type "open"

I had got the similar issue like you have.

I suggest you to change the search filter for the dashlet "open" in dashboard as the following:

DashboardBackend###0130-TicketOpen
Key: Attributes
Contents: States=open;States=reopen

Good Luck,

Mshi
by mshi
05 May 2011, 09:44
Forum: General
Topic: Transfer ZZZAuto.pm between different OS
Replies: 1
Views: 484

Transfer ZZZAuto.pm between different OS

Hi,

Can I import ZZZAuto.pm (which exported form Windows host) to anthor OTRS instance that was installed on Linux?

Thanks,

Mshi
by mshi
05 May 2011, 09:39
Forum: Howtos
Topic: OTRS 3!!!!! Quick Ticket Actions.
Replies: 9
Views: 4141

Re: OTRS 3!!!!! Quick Ticket Actions.

Hi diginin,

Your videos are very helpful for OTRS funs.

You did a great job.

Thanks very much!

Mshi
by mshi
03 May 2011, 09:57
Forum: General
Topic: Changes in Translation tables
Replies: 6
Views: 675

Re: Changes in Translation tables

I should still use ru_Custom.pm file to make your translation for ITSM module.

Mshi
by mshi
02 May 2011, 15:10
Forum: General
Topic: Add different free fields to different workorders
Replies: 3
Views: 920

Re: Add different free fields to different workorders

Hi tisar,

Thank you very much for your reply.

Hoping the next coming version of OTRS:ITSM will be improved on it.

Mshi
by mshi
29 Apr 2011, 14:18
Forum: General
Topic: Changes in Translation tables
Replies: 6
Views: 675

Re: Changes in Translation tables

Yes.
by mshi
29 Apr 2011, 13:00
Forum: General
Topic: Changes in Translation tables
Replies: 6
Views: 675

Re: Changes in Translation tables

Hi yuri0001,

You should not make custom translation in ru_ITSMTicket.pm, instead you should make your translation in xx_Custom.pm.

For specific Russian, all your custom translation should be placed in the file of ru_Custom.pm.

Mshi
by mshi
28 Apr 2011, 03:54
Forum: General
Topic: Dashboard can not display tickets with new customized state
Replies: 7
Views: 1304

Re: Dashboard can not display tickets with new customized st

Hi crythias,

The attributes of DashboardBackend###0130-TicketOpen is the following:

States=open;States=waiting;States=responsed;

This customized configuration works perfectly, but the default configuration of "StateType=open" does not work.

Thanks,

Mshi
by mshi
28 Apr 2011, 02:36
Forum: General
Topic: Dashboard can not display tickets with new customized state
Replies: 7
Views: 1304

Re: Dashboard can not display tickets with new customized st

DashboardBackend###0130-TicketOpen.PNG
by mshi
27 Apr 2011, 19:15
Forum: General
Topic: Dashboard can not display tickets with new customized state
Replies: 7
Views: 1304

Re: Dashboard can not display tickets with new customized st

Hi crythias Thanks for your quick reply. I am sure I can distinguish the difference between "state" and "state type", please see my configuration screenshot below. state.PNG I don't know why the dashboard can not show tickets of "open" type after I added two new states of "open" type. Thanks, Mshi
by mshi
27 Apr 2011, 17:26
Forum: General
Topic: Dashboard can not display tickets with new customized state
Replies: 7
Views: 1304

Dashboard can not display tickets with new customized state

Hi, I created two new states of "open type", waiting for customer and customer responsed. but the dashboard can not display any tickets those are in state of "waiting for customer" or "customer responsed". The dashboard will show my new states tickets only after I changed the attribute of DashboardB...
by mshi
19 Apr 2011, 13:16
Forum: General
Topic: [SOLVED] locking a ticket and take ownership
Replies: 6
Views: 3597

Re: [SOLVED] locking a ticket and take ownership

Nice Tip, I booked it.

Mshi
by mshi
19 Apr 2011, 11:57
Forum: General
Topic: The parameter 'Report' must be shorter than 3800 characters!
Replies: 0
Views: 657

The parameter 'Report' must be shorter than 3800 characters!

Hi, As a member of itsm-change I opend a workorder from a change, then I input (copy and paste) a long contents in "report" field. After I clicked on "Save" button I got a popup error message. It says "The parameter 'Report' must be shorter than 3800 characters!". I also tried to input the same long...
by mshi
19 Apr 2011, 03:19
Forum: General
Topic: Processing order for multi workorders
Replies: 2
Views: 618

Re: Processing order for multi workorders

Hi jojo,

thanks again,

I got it. The state of workorder can be locked by action.

Mshi
by mshi
18 Apr 2011, 16:03
Forum: General
Topic: A customer as one of CAB member
Replies: 2
Views: 577

Re: A customer as one of CAB member

Hi jojo,

Understand, thanks agian.

Mshi
by mshi
18 Apr 2011, 14:52
Forum: General
Topic: Notification (ITSM Change Management)
Replies: 1
Views: 596

Re: Notification (ITSM Change Management)

2. Where the default subject and body of notification is located? I want to make my language translation, but I could not find them. Thanks in advance, Mshi Just found the subject and body of notification (ITSM Change Management) is located at "Agent Notifications" in Ticket Settings area. Mshi
by mshi
18 Apr 2011, 12:41
Forum: General
Topic: Add different free fields to different workorders
Replies: 3
Views: 920

Add different free fields to different workorders

Hi, In workorder of ITSM Change, it should be better that different workorders have different fields. For example, Workorder of "Resource Assessment" should have fields of hardware cost, software cost and installation cost; Workorder of "Proposed date" shuld have fileds of expected downtime period. ...
by mshi
18 Apr 2011, 06:04
Forum: General
Topic: Processing order for multi workorders
Replies: 2
Views: 618

Processing order for multi workorders

Hi, Imaging there are a few workorders under a ITSM Change, e.g. workorder1, workorder2 and workorder3. I want to take control on the processing order between those workorders, such as Workworder2 only will be actived to process for agent after workorder1 was closed. And workorder3 only will be acti...