November 2009 - 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

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ACL on Customer Ticket New
by Guyard Marc NIS 30 Nov '09

30 Nov '09

Hi, I want to add a ACL for limiting the services list. For example, if i have 3 services (test1 / test2 /test3) and 3 CustomerID (group1/group2/group3) I want group1 can only create ticket with test1, group2 with test2, etc.... I've make a test like this but this don't work : $Self->{TicketAcl}->{'ACL-Name-test1'} = { Properties => { CustomerUser => { UserCustomerID => ['group1'], }, }, Possible => { Ticket => { Service => ['test1'], }, }, }; But with this, all services are show. Please help me. Cordialement, [cid:image001.jpg@01CA6EAA.BAD24AC0] Marc GUYARD Ingénieur Exploitation Client -- Pôle Services Managés tel. +33 1 64536640 mob. +33 6 83826501 m.guyard(a)orange-ftgroup.com<mailto:m.guyard@orange-ftgroup.com> Network Integration Services, 24 rue Emile Baudot - 91120 PALAISEAU - France www.orange-business.com<http://www.orange-business.com/> [cid:image002.jpg@01CA6EAA.BAD24AC0]

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External DB
by pol_pros＠ieci.es 30 Nov '09

30 Nov '09

Hi, Have someone an example of a view form extracting data from an external DB? It is possible in OTRS? The way, it's to create a DB-link between mysql DB an the external DB? Thamk you, Regards Pol Pros Torruella AGS Arquitectura y Gestión de Sistemas Informática El Corte Inglés, S.A. Tlf. 93 216 2100 ext. 8696 / pol_pros(a)ieci.es Este mensaje, y en su caso, cualquier fichero anexo al mismo, puede contener informacion confidencial, siendo para uso exclusivo del destinatario, quedando prohibida su divulgacion copia o distribucion a terceros sin la autorizacion expresa del remitente. Si Vd. ha recibido este mensaje erroneamente, se ruega lo notifique al remitente y proceda a su borrado. Gracias por su colaboracion. This message (including any attachments) may contain confidential information. It is intended for use by the recipient only. Any dissemination, copying or distribution to third parties without the express consent of the sender is strictly prohibited. If you have received this message in error, please delete it immediately and notify the sender. Thank you for your collaboration.

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Customer CC filed in customer interface
by vaishali dolas 23 Nov '09

23 Nov '09

Hi, I've been trying to setup some events to achieve the following: Initially i had created 1 free filed called CC. Actually i want to send that ticket to whatever emailID send by customer in CC filed. I Tried setting Recipient:(Email based) as <OTRS_TICKET_TicketFreeText1> if i tried to print that name in Body its showing it properly in Ticket Body. But if i insert it in Recipient email address its not sending notification to that Customer. that is if i'll give * xyz(a)abc.com* <xyz(a)abc.com> directly in Recipient address its sending Ticket Notitfication to that address but if i tried to send it through Free filed its anable to send Ticket. I'm not sure how to identify this in order to change the notification message accordingly. Any help on this questions is greatly appreciated. Best Regards, Vaishali Dolas

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How to do CTI Integration with OTRS?
by Arpit2 G 20 Nov '09

20 Nov '09

Hello, I am looking for CTI Integration on OTRS, but I am unable to find any guide.Please tell me how to proceed with that. Thanks & Regards Arpit Gupta ESM Sub Focus Area, TEG Open Source Platform Tata Consultancy Services Ph:- +91-22-67782544 Cell:- 9769256991 Mailto: arpit2.g(a)tcs.com Website: http://www.tcs.com ____________________________________________ Experience certainty. IT Services Business Solutions Outsourcing ____________________________________________ =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

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custom SearchAutoComplete field in AgentTicketPhone
by Tommaso Calosi - Brain Technology 20 Nov '09

20 Nov '09

Hi, In my phone ticket page I need to do something like the CustomerSearchAutoComplete, but for services. I want to get data from a description filed in service_customer_user table. How can I do this? Any idea? This is the CustomerSearchAutoCompleteDiv in AgentTicketPhone.dtl  <div id="myAutoComplete" class="myAutoComplete">  <input id="myAutoCompleteInput" type="text" name="From" value="$QData{"From"}" size="80"/>  <div id="myAutoCompleteContainer"></div> </div>  Thanks

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new here - two questions
by Dorp, Danny van 12 Nov '09

12 Nov '09

Dear OTRS dev members. I am new here and not yet sure what to expect of it. My company is using OTRS for almost 3 years now and we think it is great. I am the main application manager and I tried to make some modifications to the webpage that displays the dashboard but all modifications I made were, after a few minutes, overwriten with the defaults again. What makes this happen? My modification, or at least attempt, was to show queue names in the escalated ticket section so people could see which ticket belonged to what queue that was escalated. We have agents that are in the same group but not responsible for the same queues in that group so it would be nice if they could see, in the dashboard, that they have escalated tickets without the need of going through their queues. We are working for 1800+ users with 5 corporate support agents so everything that helps in speeding up the process in handling escalated tickets is welcome J Is this a feature that might be implemented in new versions by the way? That would be great. And is anyone familiar with the fact that when you give somebody read only rights and rights to create tickets but no full access rights they can create tickets but after that do not see it in the queue? Actually, they don't see anything in OTRS, not even the queues.? This could also be a support question of course but I expect it to also being a dev question. If I am wrong please let me know. Thanks. Met vriendelijke groet / Best regards, Danny van Dorp Webmaster and ICT Officer Applications SNV Netherlands Development Organisation Dr. Kuyperstraat 5 2514 BA The Hague Tel: +31 (0)70 344 02 57 Fax: +31 (0)70 385 55 31 Email ICT: ICTHelpdesk(a)snvworld.org <mailto:ICTHelpdesk@snvworld.org> Email personal and MSN: dvandorp(a)snvworld.org <mailto:dvandorp@snvworld.org> DISCLAIMER This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. Any views or opinions presented in this email are solely those of the author and do not necessarily represent those of SNV. SNV accepts no liability for any damage caused by any virus transmitted by this email.

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