May 2010 - 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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How to Customize existing files ....
by Omrat 02 Jul '10

02 Jul '10

Hello, What is the appropriate way to customize the existing source files (.dlt, .pm), which belong to package ? I created a package that contains customized files. When I try to install this package I get an error message: "Message: Can't install/upgrade package, file Kernel/Modules/AgentTicketPhone.pm already used in package ITSMIncidentProblemManagement-2.0.2!" Thus, how do I get to install my own version of a file which belongs to an existing package ? Thanks!Omrat ---------------------------- Kas lemmiksaade unustas Su ära? Tuleta end talle meelde! www.minukava.ee

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IM pressence Info
by Jeremy Roche 21 May '10

21 May '10

Hello, I am new to OTRS and am using version 2.4.5. I'm trying to include presence information in the AgentTicketZoom.dtl template from our Instant messaging system in OTRS. But I can't figure out how to pass the information from our customer backend to the AgentTicketZoom.dtl template. $Self->{CustomerUser2} Map => [ [ 'ImId', 'UserName', 'sAMAccountName', 1, 0, 'var', '', 0 ], ], I need to get the source image from <img src= http://openfire:9090/plugins/presence/status?jid=$QData{<http://openfire:9090/plugins/presence/status?jid=$QData%7b> UserName"}@openfire"> This currently works for the ticket owner using <img src=" http://openfire:9090/plugins/presence/status?jid=$QData{ "UserLogin"}@openfire"> Any help would be apprciated

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Customizing the Subject Line in OTRS
by ROOPESH BOYAPATI 20 May '10

20 May '10

Friends, My objective is to change the subject line of the ticket to the customer ID. Explanation: When a customer logs in and creates a ticket, the subject line of that ticket should be the customerID of the customer who is creating the ticket. Is there a way we could do this through the web interface or does it require editing the source code, if so which of the file(s) needs to be edited. Thank you in advance. -- Roopesh

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error in the queue management (Need SalutationID!)
by Le machito 11 May '10

11 May '10

Hello, When I try to make any change to a Queue I have an error message: Error: Need SalutationID! ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Tue May 11 11:32:42 2010 Message: Need SalutationID! Traceback (6197): Module: Kernel::System::Queue::QueueUpdate (v1.102) Line: 901 Module: Kernel::Modules::AdminQueue::Run (v1.43) Line: 126 Module: Kernel::System::Web::InterfaceAgent::Run (v1.34) Line: 824 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.87) Line: 47

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