October 2004 - dev - OTRS mailing lists

Feature Request / Offer to develop requested feature
by Tyler Hepworth 02 Oct '04

02 Oct '04

When using multiple customer ids I would be interested in seeing "From" and "CustomerID" information on the "Company Tickets" overview. This would allow for more easier access and meaningful sorting of tickets. I belong to several CustomerIDs in addition to my own CustomerID and would like to be able to group tickets by the CustomerID it belongs to. Do you have any plans to implement this feature? If not, is this a feature you would like to see added? If so, I am willing to develop it. Thanks, Tyler Hepworth

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Ticket selected for bulk action
by Joaquim Homrighausen 01 Oct '04

01 Oct '04

Is there a setting to disable the (rather annoying) pop-up that is displayed every time I check the "Bulk action" checkbox on a ticket header? When marking 10-20 messages, it's quite annoying having to press a key on the keyboard. I know what I'm doing (some of the time :-) and don't want to have this displayed. If not, perhaps for next release? -joho

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New WorkingTime Config!
by Martin Edenhofer 01 Oct '04

01 Oct '04

Hi, (JFI) a new step, we added new config options (more a calendar) to calculation ticket escalations and system ticket unlocks for business hours (cvs head). -=> So just business times will count. For example: [Kernel/Config.pm] # Time* # (Used for ticket escalation and system unlock calculation) # TimeWorkingHours # (counted hours for working time used) $Self->{TimeWorkingHours} = { Mon => [ 8,9,10,11,12,13,14,15,16,17,18,19,20 ], Tue => [ 8,9,10,11,12,13,14,15,16,17,18,19,20 ], Wed => [ 8,9,10,11,12,13,14,15,16,17,18,19,20 ], Thu => [ 8,9,10,11,12,13,14,15,16,17,18,19,20 ], Fri => [ 8,9,10,11,12,13,14,15,16,17,18,19,20 ], Sat => [ ], Sun => [ ], }; # TimeVacationDays # adde new days with: # "$Self->{TimeVacationDays}->{10}->{27} = 'Some Info';" $Self->{TimeVacationDays} = { 1 => { 01 => 'New Year\'s Eve!', }, 5 => { 1 => '1 St. May', }, 12 => { 24 => 'Christmas', 25 => 'First Christmas Day', 26 => 'Second Christmas Day', 31 => 'Silvester', }, }; # TimeVacationDaysOneTime # adde new own days with: # "$Self->{TimeVacationDaysOneTime}->{1977}-{10}->{27} = 'Some Info';" $Self->{TimeVacationDaysOneTime} = { # 2004 => { # 6 => { # 07 => 'Some Day', # }, # 12 => { # 24 => 'Some A Day', # 31 => 'Some B Day', # }, # }, # 2005 => { # 1 => { # 11 => 'Some Day', # }, # }, }; [...] Martin Edenhofer -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!

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TicketViewLite.dtl
by Joaquim Homrighausen 01 Oct '04

01 Oct '04

How do I get to the Subject of a message? I want to create a view ("Compact") based on TicketViewLite that looks something like this: Subject Queue Priority [Ticket ID] Owner Created But I can't see a specific QData field that matches "subject". Is that not parsed as a separate item? -- WebbPlatsen i Sverige AB ~ www.webbplatsen.se Phn +46 8 54555470 Fax +46 8 54555479

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Illogical placement of queue change option
by Joaquim Homrighausen 01 Oct '04

01 Oct '04

If I go to Zoom a ticket, and there's a lot of message text, the "Change queue" ends up at the very bottom. *all* controls should either be available at the top (which is where most people keep their eyes) or both at the top and at the bottom. IMHO, of course. -joho

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Use (or non-use) of FONT COLOR
by Joaquim Homrighausen 01 Oct '04

01 Oct '04

Hola! Using OTRS 1.3.1 (thanks!) here and have found a few things I'd like to comment on. I'll start with the DTL/CSS used by OTRS 1.3.1. In many places, things are styled by using the style sheet. But when I look in .DTL files, I see a lot of "font color='red'" usage. This makes it very hard to create new "skins" or "themes" since there are a limited number of colors that work with red text. The fix, unfortunately, would not just be to use a class='errorMessage' construct since the suitable color for a given situation is relative to where and how it's displayed. I'll post some more stuff.. keep up the great work! -joho

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Configuration of TIME and DATE formats?
by Joaquim Homrighausen 01 Oct '04

01 Oct '04

I have not been able to find a way to modify the way a DATE and a TIME is displayed, is it possible to change the formatting of these in OTRS 1.3.1? What I want is "YYYY-MM-DD" for dates, and "HH:MM" (24h) for time. Alternatively, I'd like "WWW, MMM DD YYYY" for dates ("Fri, Oct 01 2004"). -joho

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[otrs] Template views
by Joaquim Homrighausen 01 Oct '04

01 Oct '04

Is there any way to get a quick-access link or something else, similar to Queueview, that will allow me to view all tickets given a specific criteria? I might, for example want to have my default view set to "Show all open tickets in all queues except 'ToDo'" (and not just my tickets). Or "Show all new unassigned tickets older than 30 minutes", etc. I realize I can use the "Search" function, but I want to be able to define the view I'm presented with when I log in, without having to click around. -Joaquim _______________________________________________ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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DTL reference
by Joaquim Homrighausen 01 Oct '04

01 Oct '04

Is there a *complete* DTL reference available? -joho

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[otrs] Character sets
by Joaquim Homrighausen 01 Oct '04

01 Oct '04

Hello; OTRS is *some* piece of work! We usually use ISO8559-1 around here, some people use UTF-8; is there a simple way to have OTRS automatically convert incoming mail (piped through the PostMaster-skript from a .qmail file) to a given character set, say ISO8859-1? This is to avoid getting: "This message was written in a character set other than your own.If it is not displayed correctly, click here to open it in a new window." at the top of every "external" message. (OTRS 1.3.1) -Joaquim _______________________________________________ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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