November 2003 - otrs - OTRS mailing lists

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

5 8

Feature Request: date range in ticket search
by Chris Salter 07 Nov '03

07 Nov '03

Another feature request (Yeah, I know, I'm getting annoying! :-) ). Is it possible to change the ticket search functionality to include specifying a date range? One of my users has been begging me for this option, and I don't know enough Perl to be able to add it in myself. Thanks again! -- Chris Salter

1 0

Feature Request: Non-owner changing ticket priority
by Chris Salter 07 Nov '03

07 Nov '03

Is it possible to add another option to the config file so that someone who doesn't own a ticket can still change the priority? I've got this set up in my system by the simple expedient of commenting out the portion of AgentPriority.pm that checks if the user is the ticket owner, but when we upgrade our OTRS system of course that change is going to be overwritten and I'll have to go back and update that again. The reason we need that option is because we're planning to have one of our users check each ticket when it comes in and assign it a priority so that our other agents know what's important and can just grab the next highest-priority ticket rather than having to worry as much about which tickets are important and wasting time trying to decide what to deal with. As it is, in order to do this, the priority-setter would have to change the ticket owner to themselves, set the priority, then unlock the ticket again. This user has a lot of other things to do, and having to go through all those extra steps is a waste of time. Like I said, I've already hard-coded the fix in our system, but it would be nice to see the option in future versions. I also imagine that we're not the only people who want this kind of configuration. Thanks! -- Chris Salter

1 0

Notifications only sent to 3 users of a group instead of ALL
by Stoetzel Ralf 06 Nov '03

06 Nov '03

Hi all, we are using version 1.1.3 on a windows server with mySQL as DB. We have groups with more than 5 users attached to one ore more queues. When now e.g. the ticket is moved to a new queue, all members of the group which is linked to the just selected queue should get an email notification. For some reason only 3, and always the same 3, user will receive the mail notification. The other group members will not. Is there somewhere a setting or a line of code that needs to be changed in order to have ALL group- members notified ? Regards Ralf

2 1

Ticket number generating problem
by Mark.Pearson 06 Nov '03

06 Nov '03

Hi there, I have changed my ticken number generator to autoincrement instead of date which works perfectly for me. When tickets are emailed to OTRS i get the ticket number from the autoincrement generator, however, when I add through phoneview it seems to tag the date at the start of the ticketnumber. Any ideas? Mark Pearson

2 1

CustomQueue
by Steve Wilson 06 Nov '03

06 Nov '03

Hello All, Is there anyway you can have more that one queue defined as a CustomQueue, or if not is there a way to have none? Thanks Steve

3 4

RESOLUTION: Framed OTRS and Message Links Logging Us Out
by Charles R. "Rusty" Thompson 06 Nov '03

06 Nov '03

>> We're implementing a new Intranet and in the spec it >> requires web-based applications to run within a framed environment whenever >> possible. Basically all our tools are in a list framed on the left and when >> clicked they load in a frame on the right. >> >> I've been able to get OTRS to load in the frame and all was fine until >> today. It appears that anytime we click a message in the message thread view >> (something historical), OTRS logs us out. This only occurs on those links >> and the rest of the app runs fine in the frames. >> >> Take OTRS out of the frame and the message history links behave as they >> should. >I tryed to reproduce it. I created an frame html page ... and OTRS works fine >in this frame (zoom, message threads, historry, ...). >If you can reproduce it, create an bug report on http:/bugs.otrs.org/ with >your html frame page to repeoduce the error. >One more thing. Our intranet is mixed. The left frame and frameset comes from one machine/ip while otrs comes from another. Not sure if that mixed ip deal is doing something to the session cookies or not.< Found the link issue, but also know now what's going on. It's a security setting in IE. When OTRS is loaded from a frameset on another server it is considered a third party application, the security system kicks in and rejects the cookie... then otrs is forced to use the Session parameter. When this occurs, the Agent Zoom links for the message thread are broken because the Session is appended after the anchor, not before. So looks like a bug with the url after cookies are rejected. Can probably reproduce without frames by disabling cookies then browsing a message base.

2 1

Re: Framed OTRS and Message Links Logging Us Out
by Charles R. "Rusty" Thompson 06 Nov '03

06 Nov '03

>> We're implementing a new Intranet and in the spec it >> requires web-based applications to run within a framed environment whenever >> possible. Basically all our tools are in a list framed on the left and when >> clicked they load in a frame on the right. >> >> I've been able to get OTRS to load in the frame and all was fine until >> today. It appears that anytime we click a message in the message thread view >> (something historical), OTRS logs us out. This only occurs on those links >> and the rest of the app runs fine in the frames. >> >> Take OTRS out of the frame and the message history links behave as they >> should. >I tryed to reproduce it. I created an frame html page ... and OTRS works fine >in this frame (zoom, message threads, historry, ...). >If you can reproduce it, create an bug report on http:/bugs.otrs.org/ with >your html frame page to repeoduce the error. Here's what I've seen. Not sure if this is a bug or not yet, so I'll keep it on the list until otherwise. This is on IE 6 if that even matters. It appears OTRS behaves differently depending on if it is loaded into a frame or not and possibly if the frames are loaded from different domains/ips. I'll explain. Open OTRS non-framed and log in. Go to a case thread, view the source or the link properties. It will appear something like this: otrs/index.pl?TicketID=447&QueueID=0&Action=AgentZoom&ArticleID=4357#4357 notice there is no Session ID in the link. All other links appear this way as well. Now create a left/right frameset with the left frame having a link to /otrs/index.pl and the right a blank page. Click the link to load OTRS in the right and login. On our systems we see all links are appended with the Session ID. This is fine for all links on the page except for navigating the message thread. It appears that maybe the practice is to append the Session to the end of the link. That's a problem because you end up with something like this... otrs/index.pl?TicketID=447&QueueID=0&Action=AgentZoom&ArticleID=4357#4357&Se ssion=blahblah The session is appended to the anchor, so when you click it, the session is lost to otrs and it appears you are not logged in properly. I've presently removed the anchor code to get us around the issue, that's why my example url is a bit off :) One more thing. Our intranet is mixed. The left frame and frameset comes from one machine/ip while otrs comes from another. Not sure if that mixed ip deal is doing something to the session cookies or not. Charles

1 0

[Contrib] PHP mail filter script for Exim MTA
by Au Yong Tien Chee 06 Nov '03

06 Nov '03

Hi all, Finally, I've managed to make a filter to do what I really wanted. I'm on a Linux platform using CPanel server, that uses Exim MTA. Procmail and all won't work, so my best bet was to make an Exim filter, but I was too lazy to learn that, and mess up the Exim config... So I decided to make a PHP filter script that receives the mailpipe from Exim and then decide what to do with it. For me, I wanted that only valid customer users that has been created to be able to send in requests via e-mail. I don't want other people mailing support helpdesk and especially not SPAM! :p So I made Exim pipe the mail data into my PHP script, and let me PHP script queries the OTRS mysql database for a valid user in the database for that mail sender. If found, the mail will then be piped to PostMaster.pl, if not, it is discarded. Well, at least it solved my spam issue :p I've attached the script with sufficient information inside on how to use... You can always e-mail me or reply to this topic on the mailing list (grr, I hate mailing lists! Prefer forums!) if you need help to use it or customise it.. I'll try my best... Since I'm on 2 months break :p Best regards, Au Yong

2 3

RE: [otrs] customising agent view
by Strange, PJ (Philippa) 05 Nov '03

05 Nov '03

I think I might have worked it out. There is already some perl which dynamically creates the compose answer drop down depending on the queue but the options are not stored in the database. If this script could interrogate a table in the database and display a range of fields depending on the queue name, that would be sufficient. The question is what and where is the perl code for the compose answer? Thanks Philippa -----Original Message----- From: Mike Witkowski [mailto:witkowsk@pop900.gsfc.nasa.gov] Sent: 05 November 2003 12:58 To: User questions and discussions about OTRS. Subject: Re: [otrs] customising agent view I think that this is more of an html/javascript question But we've had the same issue. Take a look at the following URL: http://www.mattkruse.com/javascript/dynamicoptionlist <http://www.mattkruse.com/javascript/dynamicoptionlist> When incorporating the javascript into your dtl files, the function definitions need to go before you build the dynamic selection list (obviously) and the initialization call must come after the selection list is defined. The time consuming part is to get everything into tables in the database and process it appropriately so that the list is truly dynamic. Well not even that, just kind of boring. I hope this gets you started! Michael Witkowski Strange, PJ (Philippa) wrote: Hi Is it possible and can someone tell me how I do the following? I need a sub category in each queue which can take the form of a drop down list, dynamically constructed depending on the queue. All this sub category is used for really is reporting and I tried initially creating sub-queues but this proved unfeasable. Has anyone else done anything like this?? or could someone send me the perl needed to implement?? I assume I need to add an extra field in the database but that won't be a problem. Thanks ever so much, in advance Philippa Strange _____ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs <http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs <http://lists.otrs.org/cgi-bin/listinfo/otrs> Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/ <http://www.otrs.de/>

2 1