October 2003 - otrs - OTRS mailing lists

How can I add some new internal Note Types
by Matthias Wegner 22 Jul '05

22 Jul '05

Hi OTRS Mailers, I would like to add some new Internal Note Type "Wartung". I added the new type to the "Article_type" table. But, as i understand it, i have to modify the "Default.pm" script. This is what i did: $Self->{DefaultNoteTypes} = { 'note-internal' => 1, 'note-external' => 2, 'note-report' => 3, 'Wartung' => 4, }; But even after this modification the drop Down Box of the "note" Form only lists "note-internal". What else is necessary ? Thank you. Matthias Wegner

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Closing Tickets
by Tony Law 10 Nov '03

10 Nov '03

When I go to close a ticket, I would like an e-mail sent to the person who input the ticket to receive an e-mail that includes the closure notes. Right now, when a person goes to close a ticket, the only option they have under "Note Type" is note-internal. So when it is closed, the inputee receives an e-mail stating that the ticket has been closed and that's really it. Is there some way to set the system to allow a person to receive an e-mail that includes the closure notes? Tony Law Quality Assurance law(a)omaha.org 402-345-5025 x128

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closed tickets
by Jorge 04 Nov '03

04 Nov '03

Hi, How can an agent view the list of closed tickets? I have some manager as an agent who want to see as normal agent response to tickets, how fast and how many, but i don´t find how to see that on the agent interface. Jorge

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locks and status
by Ruslan Bondarev 02 Nov '03

02 Nov '03

Hello. We are using OTRS as our support tickets system. Since we don't have a lot of supporters, everyone might answer to request. But we have problems with it. 1) Tickets are accidentally locked to specific user. When someone is just viewing ticket and not replying, the ticked becomes locked. Why? I've found a message in the list archive, saying to put $Self->{UnlockTicket} = 1; into Config.pm, but it didn't help though. 2) Can't find the way to see follow-ups of others. What if I want to receive notifications, as if it's customers follow-up? How may one see if ticket has (and how many) follow-ups/notes in the queue view? Or the name of the supporter who answered last. 3) In Zoom view why some rows of the history tree are red and some are green? Thanks. -- rb

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RE: [otrs] german manual
by Lars Monsees 02 Nov '03

02 Nov '03

> Hi! > > I don't know how much people are needed to translate the > whole manual, > but I would like to help if anyone start this "project". > Me too! Lars > Regards > Christian > > > _______________________________________________ > 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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Installationsprobleme - index.pl startet nicht
by Andrea Dittler 02 Nov '03

02 Nov '03

Hallo, allerseits Kann mir irgendjemand helfen? Ich habe otrs m.H. von RPM installiert. danach lies sich installer.pl problemlos aufrufen und ausführen. Danach habe ich "rcotrs start-force" ausgeführt, ging auch noch problemlos. aber der Aufruf von /otrs/index.pl führt zur Meldung "Die Seite kann nicht angezeigt werden" Nun habe ich keine Ahnung, an welcher Stelle ich nach dem Fehler suchen könnte. /var/log/httpd/error_log enthällt nach jedem Aufrufversuch folgende Zeile: [Fri Oct 31 12:43:22 2003] [notice] child pid 10727 exit signal Segmentation fault (11) Wo kann ich ausführliche Fehlermeldungen finden? Mein System: Suse 8.2 Apache/2.0.47 MySql 3.23.55 PHP 4 fehlt eine Info? Mit freundlichen Grüßen Andrea Dittler -- webspezi.com \\:// Glück und Erfolg sind 22143 Hamburg (o -) auf der Seite der Narren. 01805/34885337 ---ooO-(_)-Ooo--- James T. Kirk

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Feature Request: Inactive ticket escalation
by Chris Salter 31 Oct '03

31 Oct '03

Hey there, We had a meeting for our support department today. As I've been maintaining and configuring our OTRS system, they had me go in and discuss our support tracking with them. A couple things came up, but most of them are due to our bizarre queue structure so I won't mention them. However, one issue came up that I imagine other people are experiencing is that we have a lot of old tickets that sort of go inactive, either because the customer never gets back to us, or we're waiting for something to happen, or whatever. What would be incredibly useful would be the ability to specify an escalation based on how long a ticket has been inactive. For example, after 7 days, we could get the system to unlock the ticket and send an email to the ticket owner, and after 14 days we could have the system send an email to our support manager. This way, we'd have an easier time keeping track of our older tickets and making sure that nothing gets forgotten. We get enough tickets (and enough long-lived tickets) that it's not really practical for our support guys to spend an hour a day going through old tickets to see what's going on. Any suggestions, comments, etc? I'd love to build this myself, but unfortunately I don't know enough Perl to be able to write it. :-( -- Chris Salter

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Postgres as CustomerBackend
by Matthias Krey 30 Oct '03

30 Oct '03

Hi, I have successfully have the external mySQL DB of phprojekt (www.phprojekt.com) to OTRS for use as customer backend I wonder if the same is possible for the PostgreSQL DB? It is not needed for authentication, only Customer search e.g in PhoneView Thanks for your help. best regards, matthias

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RE: RE:Re: Antwort: RE: [otrs] Phone View: How con I add a custom er Call to an existingTicket?
by Covert, Jake 29 Oct '03

29 Oct '03

This brings up an interesting idea. How about providing pager notification support for an urgent / needing attention ticket? (either through escalation or priority). My pager has an email address and I could just change my profile to reflect that address, but then everything would come to it. Maybe a separate email field to be used for urgent ticket notifications? Just a thought... Jake Covert -----Original Message----- From: Graham Smith [mailto:G.T.Smith@bham.ac.uk] Sent: Wednesday, October 29, 2003 12:48 PM To: User questions and discussions about OTRS. Subject: Re: RE:Re: Antwort: RE: [otrs] Phone View: How con I add a customer Call to an existingTicket? I think you have highlighted a design limitation within OTRS. I tend to think that Phone View/Phone Contact is slightly misnamed, and if I could think of a more informative way of renaming of this option I would probably customise accordingly :-). Apart from email, my organisation has official support contact via phone, via public access helpdesks, and Departmental meetings, (and for the unlucky unofficial contact via bars, canteens, and corridors etc :-(). I do not think this is the kind of scenario for which OTRS was originally designed for. There is no issue here with raising New Tickets from non-email contacts with the Phone View, but we tend to handle follow up contacts from these routes using notes options (use of the Phone Contact option can cause confusion). This works but is not entirely satisfactory. I do not thinks we are the only organisation with this kind of situation. I would like to suggest a conceptually simple (but probably technically complex) solution to this limitation. The Phone call contact form in the ticket Zoom view as it is OK for outgoing calls, but could be improved by adding something to indicate whether a call is incoming or outgoing (do not know whether this is on OTRS To Do list, and whether this has been suggested before). An incoming phone (non-email) contact for a ticket could then be made equivalent to an email follow up. (The ability to then set whether a notification should be sent to the Agent owning the ticket in the event of a incoming call not taken by that Agent could then be a useful extension). Any thoughts anyone... BTW The ability to change the 'customer info' in the ticket Zoom phone contact view would also be useful. (A situation that often occurs here is an initial request is made by a line manager, Departmental Secretary, or committee but subsequent interaction is with the actual customer or someone acting on the customers behalf). On Wed, 2003-10-29 at 14:32, jheine(a)ar-hannover.de wrote: > Yes, I do. But my problem is, that the sender of the note then is the > agent, not the customer. I would add a note (or a Phone Call) with the > customer as sender. > > Jan > > >Had you thought of adding a note to the original ticket? (With an > >appropriate heading). > > > > > >On Wed, 2003-10-29 at 09:41, jheine(a)ar-hannover.de wrote: > >> Hello, > >> > >> if I do like you wrote me, I add an answer to the ticket, but I > >> want to > add > >> a follow-up from the customer. > >> > >> Jan > >> > >> > >> > >> > >>>Hello, > >>> > >>>just open the ticket in detail view. On the right side you´ve got > >>>the option you are looking for. > >>> > >>> > >>>Lars > > > > _______________________________________________ > 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/ _______________________________________________ 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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RE:Re: Antwort: RE: [otrs] Phone View: How con I add a customer Call to an existingTicket?
by jheine＠ar-hannover.de 29 Oct '03

29 Oct '03

Yes, I do. But my problem is, that the sender of the note then is the agent, not the customer. I would add a note (or a Phone Call) with the customer as sender. Jan >Had you thought of adding a note to the original ticket? (With an >appropriate heading). > > >On Wed, 2003-10-29 at 09:41, jheine(a)ar-hannover.de wrote: >> Hello, >> >> if I do like you wrote me, I add an answer to the ticket, but I want to add >> a follow-up from the customer. >> >> Jan >> >> >> >> >>>Hello, >>> >>>just open the ticket in detail view. On the right side you´ve got the >>> option you are looking for. >>> >>> >>>Lars

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