March 2006 - dev - OTRS mailing lists

Feature request: response template -> next ticket state
by Sascha.Rommelfangen＠ses-astra.com 17 Jan '11

17 Jan '11

Hi, I have a suggestion for OTRS, probably someone wants to implement this: When creating a response template (Admin Area -> Responses; AdminResponse.pm), it would be nice to have the possibility to define the next ticket state. For example: I have a 'CloseWithStateExplanation' template, and often people forget to change the next ticket state. The result is a nice explanation about the state ('closed'), but the state is of course still 'open'. Best regards, Sascha Rommelfangen

3 3

Release date of 2.0.5/2.1.0
by Stefan Bedorf 01 Apr '06

01 Apr '06

Hi all, i'm planning to move our OTRS instances from 1.2.3 (heavily patched/extended) to a more recent version. Seeing the long list of updates and bugfixes that came after 2.0.4 i wonder is there a planned release date for 2.0.5 or even a 2.1.0 version? If it's not too long i will rather wait to have a clean version instead of getting 2.0.4 and getting all bugfixes from the cvs tree manually. Cheers Stefan Bedorf

2 1

Sorting
by vee na 27 Mar '06

27 Mar '06

Hi All, I tried to sort the My Queues same as in the New Messages concept, but can anyone suggest me how to sort on customer's name in alphabetical order, and the other fields should also be sorted in the my queue view. Regards Veena --------------------------------- Jiyo cricket on Yahoo! India cricket Yahoo! Messenger Mobile Stay in touch with your buddies all the time.

1 0

problem attaching mail to ticket
by The Anarcat 17 Mar '06

17 Mar '06

Hi, I've seen a clear bug when trying to send a ticket to a customer with an attachment made of a saved email itself. The MIME package complains with: Can't have encoding base64 for message type message/rfc822! at ../..//Kernel/System/Email.pm line 271 That is a bit weird. I've worked around the problem by forcing 8bit encoding for such attachments: --- Kernel/System/Email.pm.orig Fri Mar 17 16:23:53 2006 +++ Kernel/System/Email.pm Fri Mar 17 16:24:57 2006 @@ -268,6 +268,9 @@ # content encode $Self->{EncodeObject}->EncodeOutput(\$Upload{Content}); # attach file to email + if ($Upload{Content} =~ m/message\/rfc822/) { + $Upload{Encoding} = '8bit'; + } $Entity->attach( Filename => $Upload{Filename}, Data => $Upload{Content}, Now this is probably not the best fix but it actually works here. I would have liked to file this in bugzilla, but it doesn't seem to want to send me my initial password. Any ideas? A.

1 0

Sending attachments in notifications
by Mobeen Azhar 17 Mar '06

17 Mar '06

I have a need to include any attachments in new tickets notifications emailed to agents. So far it is my understanding that this is not available as a feature and I would have to patch or write a module. I am willing to do that but need a little help. Could someone point me towards the right path, what module can I perhaps modify to get this to happen? Thanks in advance for any help, --Moby

2 1

Module howto?
by Denis Jedig 15 Mar '06

15 Mar '06

Greetings list, I wonder where I can find a comprehensive documentation on how to write and install modules in OTRS2. I made some efforts mimicing some of the simpler internal modules but already ran into trouble by just renaming an existent module (namely AgentTicketCustomer) and trying to incorporate it into the MenuModule - it shows up in the ticket menu but calling the appropriate URL[1] throws me a "Can't locate Kernel/Modules/myModule.pm in @INC (@INC contains: ../../[..]" So I wondered about a bunch of questions: - if INC contains relative paths, which directory are they relative to? The one containing index.pl? - where/how is INC assembled? - why does it work for all kind of in-the-box modules but does not work for "mine"? - why can't I find any documentation on how to write new modules for OTRS2? Thanks for helping out. [1] http://otrs/index.pl?Action=myModule&TicketID=10 -- Denis Jedig syneticon networks GbR http://syneticon.net/service/

4 5

Notifications
by Jennifer Valdez 09 Mar '06

09 Mar '06

This problem has become somewhat urgent. When the system sends an email to the customer, the sender and reply-to address is the queue and queue email address respectively. However, when a notification is sent to an agent, the sender and the reply-to is set in Config Options: Framework -> Core NotificationSenderName and NotificationSenderEmail. I have tried setting this to the variable <OTRS_TICKET_Queue> with no luck. I would like to have notifications sent from the appropriate queue instead of from one single address. Is this possible? To illustrate: I have a queue called "SysAdmin" with an email of "help.sysad.example(a)example.com". Can the notifications be from "SysAdmin <help.sysad.example(a)example.com>" instead of "OTRS Notification Master <otrs(a)example.com>" ??? If anyone has a solution, I would be glad to hear it. Thanks, Jennifer Valdez

2 2

Notifications and the reply-to
by Jennifer Valdez 07 Mar '06

07 Mar '06

Hello, When the notification master sends out notifications to agents, it would be helpful if the reply-to was the email address of the queue that the ticket is in. It seems to work when the notification is sent to the customer. Is there a way to make this happen for the agents? Thanks! Jennifer Valdez

1 0

Duration in History View
by vee na 05 Mar '06

05 Mar '06

Hi All, Can any one suggest me how to calculate the duration between two create time in the History View page. Regards , Veena --------------------------------- Jiyo cricket on Yahoo! India cricket Yahoo! Messenger Mobile Stay in touch with your buddies all the time.

2 1

Customer Attachments
by Frye, Bernie 01 Mar '06

01 Mar '06

Has anyone modified the Customer Ticket module to allow more than one attachment per instance? It would be helpful to allow multiple attachments (just like on the agent side) instead of the customer having to enter multiple events to accommodate the attachments. I did not see anything in the message boards pertaining to this, so I thought I'd throw this out to the OTRS community before I start modifying for this function. Thanks all Bernie Frye CURRENT Technologies, LLC 20420 Century Blvd Germantown, Maryland 20874

1 0