November 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

4 3

RE: [otrs] Setting email up - using a SMTP server in other comput er
by Navarro, Jose 17 Dec '03

17 Dec '03

Dear Robert, your help has been really useful! Now email is working. There were a couple of CPAN modules missing in my installation. Now email is working perfectly! Now I come to a different question: I need to set up OTRS for two "different" ticketing groups. That is, I intend to use OTRS to keep track of the requests addressed to two different groups of people that have no relationship between them. So I have created two different system emails, i.e., group1@localhost and group2@localhost. I have also created two different queues, that is, "Requests for group 1" and "Requests for group 2" and linked each email to the corresponding queue. In this way, requests to group1@locahost go directly to the queue for group1 and those sent through group2@localhost go to the second queue. My problem now is how to avoid that the user controlling groupX may see the queue for groupY. That is, I want to keep both queues under the appropriate eyes only. I've been looking for a way to do this but unsuccessfully. Again, can you lend me a hand? BTW, my CONGRATULATIONS for this system. I installed it in a real old computer (Pentium III, 400MHz, 128Mb RAM, 10Gb disk, RedHat 7.2) and it is fast as lightnin' ! José.

4 3

Size of field for customer email address input
by Drnak Marek 16 Dec '03

16 Dec '03

Hi all, I have got email address that is bigger than 50 characters and I want to change the form where I am adding Customer account to accept tho longer value. Where can I change it to be able to accept email address longer than 50 chars? Thanks in advance Marek Drnak

3 2

inserting logo on CustomerLogin.pl
by Jeremy-MedImg 15 Dec '03

15 Dec '03

i'm attempting to insert a logo on the CustomerLogin.pl page. i used a simple html "img src" text, but still nothing. how and where should the image be placed? jeremy

2 1

country code selection
by kieran＠pawsoff.org 15 Dec '03

15 Dec '03

hello all, i'm trying to add a country origination selection feature to OTRS, i have a otrs.country row, and i have added a country row to otrs.ticket. the mysql db entry was the easy bit. now, i'd like to modify the frontend to allow setting the originating country in the zoomview, in a similar way to the 'change queue' drop down menu. i'd also like to be able to search for tickets by country, and eventually GEO (the geo search would be a higher-level country search?). information on where to begin would be much appreciated. :) the country codes .sql i used was taken from http://27.org/isocountrylist/iso_country_list.sql. regards, Kieran.

2 1

State change notification
by Bakari Allen 15 Dec '03

15 Dec '03

I don't know if my message made it to the list yesterday or not because I never saw it posted, so I am posting it again in search of some assistance . . . TIA. In our implementation of OTRS, the original sender includes an important file number in the subject line of their original message. I've configured the system to send e-mail notification of the state change to the users for their respective tickets. However, a single customer may send 15 requests in a day. How can I customize the notification e-mail for state update to include the subject line of the original e-mail? I added the following to my Config.pm file . . . #---------------------------------------------------- # # notification email for state update - BAA 2003118 # # ---------------------------------------------------- # $Self->{CustomerNotificationSubjectStateUpdate} = "New State '<OTRS_CUSTOMER_State>'!"; $Self->{CustomerNotificationBodyStateUpdate} = " **** THIS IS JUST A NOTE **** The state of your ticket '<OTRS_TICKET_NUMBER>' has been changed by '<OTRS_OWNER_UserFirstname> <OTRS_OWNER_UserLastname>' to '<OTRS_CUSTOMER_State>'. This is in response to the message you or someone impersonating you sent with an original subject line '<OTRS_CUSTOMER_Subject[20]>'. Your OTRS Notification Master *** THIS IS JUST A NOTE **** "; However, it doesn't work correctly. When it sends the notification is send the following . . . **** THIS IS JUST A NOTE **** The state of your ticket '2003112010000462' has been changed by 'Rachel Diggs' to 'pending reminder'. This is in response to the message you or someone impersonating you sent with an original subject line '<OTRS_CUSTOMER_Subject[20]>'. Your OTRS Notification Master *** THIS IS JUST A NOTE *** Thanks in advance for your assistance. Bakari A. Allen Director of Information Technology Jackson and Hardwick bakari.allen(a)jhlaw.net

2 1

UncountedUnlockTime
by TK 05 Dec '03

05 Dec '03

hi, in the config files I found the entry: # UncountedUnlockTime # (don't count this hours as unlock time - weekdays: Mon,Tue,Wed,Thu,Fri,Sat,Sun;) $Self->{UncountedUnlockTime} = { Fri => [ 16,17,18,19,20,21,22,23 ], Sat => [ 0,1,2,3,4,5,6,7,8,9,10,11,12,13,14,15,16,17,18,19,20,21,22,23 ], Sun => [ 0,1,2,3,4,5,6,7,8,9,10,11,12,13,14,15,16,17,18,19,20,21,22,23 ], Mon => [ 0,1,2,3,4,5,6,7,8 ], }; I changed it to: # UncountedUnlockTime # (don't count this hours as unlock time - weekdays: Mon,Tue,Wed,Thu,Fri,Sat,Sun;) $Self->{UncountedUnlockTime} = { Sat => [ 0,1,2,3,4,5,6,7,8,9,10,11,12,13,14,15,16,17,18,19,20,21,22,23 ], Sun => [ 0,1,2,3,4,5,6,7,8,9,10,11,12,13,14,15,16,17,18,19,20,21,22,23 ], Mon => [ 0,1,2,3,4,5,6,7,8,18,19,20,21,22,23 ], Tue => [ 0,1,2,3,4,5,6,7,8,18,19,20,21,22,23 ], Wed => [ 0,1,2,3,4,5,6,7,8,18,19,20,21,22,23 ], Thu => [ 0,1,2,3,4,5,6,7,8,18,19,20,21,22,23 ], Fri => [ 0,1,2,3,4,5,6,7,8,18,19,20,21,22,23 ], }; But I don't really know what results to expect. What are these entries for? What about the ticket-age? Thanks in advance Tobias

2 1

Multiple attachments?
by Luc Stroobant 28 Nov '03

28 Nov '03

Hi list, AFAIK it is impossible to attach more than one file in a reply? Are there any plans to change this in the future? Luc

3 5

Integration of OTRS w/ RTFM?
by Toens Bueker 28 Nov '03

28 Nov '03

Hi *, has anybody tried to integrate otrs with rtfm (http://www.bestpractical.com/rtfm/)? Are there any other FAQ/Knowledgebase-Addons for OTRS? Thx. by Töns -- There is no safe distance.

3 2

Graphs
by Bakari Allen 27 Nov '03

27 Nov '03

I discovered the ability to create graphs recently. However, when I attempted to run the script to create the graphs I received the following error . . . Can't locate GD/Graph.pm in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib /opt/otrs /usr/lib/perl5/5.8.0/i586-linux-thread-multi /usr/lib/perl5/5.8.0 /usr/lib/perl5/site_perl/5.8.0/i586-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl .) at ./mkStats.pl line 37. BEGIN failed--compilation aborted at ./mkStats.pl line 37. Can someone point me in the right direction on how to resolve this problem? TIA, Bakari A. Allen Director of Information Technology Jackson and Hardwick, LLC 770.625.0200 extension 210 bakari.allen(a)jhlaw.net

1 0