February 2003 - otrs - OTRS mailing lists

Creating new tickets and merging tickets
by Paul 26 Jun '03

26 Jun '03

Hi all, I've recently installed OTRS and absolutely have fallen in love with it. It took a bit of time getting it to work across two su_exec domains, but it's finally operating and handling a good deal of our e-mail traffic. I do have two questions though. Is it possible to create a new ticket and send an e-mail to a user without them e-mailing or submitting a ticket first in such a way that when they reply it will be added to that newly created ticket? I don't see this functionality. Is there something I'm missing? Also, occasionally we have more than one ticket that need to be merged. Is this possible? Many thanks for such a great project! Best wishes, Paul

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Multiple Attachments in a Response/Note
by Adrian McCray 14 May '03

14 May '03

When creating a note (or an empty answer for that matter) how do you more than one attachment to the note/answer for a particular ticket? Example 1. Customer creates a ticket. 2. Issue that customer is a known problem that is fixed with an executable and a PDF document explaining how to apply the fix. 3. Agent intends to send FIX.EXE and EXPLAIN.PDF to the customer via the agent web frontend. How do I send both files in the same response? Adrian McCray LAN Manager

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few questions
by Strange, PJ (Philippa) 06 Mar '03

06 Mar '03

I'm really motoring with my OTRS install, thanks guys I like what I see so far. Is it possible to 1/ delete system email addresses preferably via the front end? 2/ have a link in agentview to see all closed tickets? 3/ authenticate new customers (in a similar way to subscribing to this list)? 4/ allow agents to move or escalate to queues via the existing drop-down but to queues which they don't have queueview access to ? btw I'm installing OTRS along side Request Tracker and Bugzilla, is anyone out there migrating from these two to OTRS? I only wish to have one system running 5/ why do the OTRS team use Bugzilla and not their own product? Thanks Philippa Strange

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Changing the statistics view
by Covert, Jake 05 Mar '03

05 Mar '03

How can I change the statistics view to include three separate reports, each with only variable graphed? Thanks, Jake Covert

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Ticket-View with flipped open ticket items
by Ralph Müller 05 Mar '03

05 Mar '03

Hello, we will switch to otrs soon, but there are two things we would like to have: 1. in the ticket-view, when you are zoomed in, you see all items of that ticket in a tree view. Is it possible to flipp all the item open, so that one can see the content of all the phone calls and mails in one view. That would be very helpfull to get an overview over the ticket, for instance if you have taken over a ticket from an other user. 2. in the ticket view again, you only have the possibility to compose an email or phone call if you have selected the first item of the ticket (e.g. the mail with which the case was created or the appropriate phone call). But if you want to compose a mail or call the customer, than the information from the last item is most important. Is it possible to insert the links for 'Compose Answer (email)' and 'Contact customer (phone)' in the ticket view even if you have selected the last item? In addition we mentioned a little problem by creating the <OTRS_CUSTOMER_REALNAME> for the salutation. If the ticket was created via a phone call and one did select the customer-user from the drop-down list, than the login of the customer-user is inserted in the From field as well. To exclude the login from the salutation we did adapt the AgentCompose.pm: # get realname my $From = $Data{OrigFrom} || ''; $From =~ s/<.*>|$.*$|\"|;|,|[^ ]*\@[^ ]*//g; .... Thanks for your effort! By Ralph

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Feature Request
by Charles R. "Rusty" Thompson 04 Mar '03

04 Mar '03

We've been using OTRS in-house for a few days now and I have a request. It appears to me that every time we find something that seems perfect for us, it's always missing one little thing that makes it 100% perfect. OTRS needs to have a few more customer-contact features as you currently have to use external software for this purpose. I realize I could spend time and do this, and probably will, but I'm just putting it out here for consideration by the core developers. We are a software house serving a worldwide customer base and hopefully some of our findings (we've been through about a dozen ticket systems) can help make OTRS even better than it already is. I would like to request there be more fields for customer contact information such as phone, alt phone fax and a few custom fields that can be relabeled to meet the needs of the OTRS implementor. Right now we have to depend on secondary software to lookup customer info and just being able to click a 'customer info' link at a ticket view would save tons of time. Here is a sample of what we might need that others could add to: Company name Employee Name (child table of company) - We are often contacted by up to 5 people in a company on various issues so being able to group emplyees under company (which is close to what company code does but not quite) would be beneficial. Further... a large scale corporation has divisions so the ability to add multiple contacts per company would help in this case. Phone Alt Phone Fax Product (custom) ... sometimes there are multiple products Version (custom) Support Contract? (custom)... we have two support types.. email/web and phone we don't phone unless there is a support contract Support COntract Expiration (custom) You get the idea... an idea as it would relate to OTRS, in our custom software packages for measurement systems we have solved custom field issues through providing eight additional text fields, 8 numeric and two date fields per unique item record. Along with that is a master table of 'labels' by which you can specify what those fields are used for. This allows the end user (OTRS admin in this case) to label Custom1 as Product Custom2 as Version, CustomDate1 as Support Contract Expiration, etc. This keeps OTRS development from forcing people to use canned contact info and allows some flexibility for the end user to configure their own contact system. When displaying custom fields you only show fields for which there is a corresponding label in your label table. CT

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Auto-Responders
by Charles R. "Rusty" Thompson 04 Mar '03

04 Mar '03

I can't seem to get the auto responders to work in the following manner. Can someone coach me on how to set this up? We have a multi-tier support system as follows: Incoming Tier 1 Tier 2 Tier 3 Critical Incoming Web Posts or Emails go into the Incoming Queue. Once reviewed, if the request is indeed an issue, it is moved into Tier 1. From that point I would like to have OTRS fire off an email to the sender stating that the case has been opened and provide the case (ticket) number for tracking purposes. Afterwards, any incomimg mail for that case should go to Tier 1 queue automatically as it has been pre-qualified. I assumed the auto-response along with the email routing could do this but it's escaping me how to set it up to work as expected.

2 1

Feature request
by Covert, Jake 03 Mar '03

03 Mar '03

Feature Request: 1) Add / Enable a customer preference that allows them to only see their open tickets in the 'My Tickets' view. Cheers, Jake Covert

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Queue view question
by Covert, Jake 03 Mar '03

03 Mar '03

How can I see all of the tickets are in a given queue, even if I don't own them all. I have queue "Computer Lab", with 10 tickets. 3 are assigned to one tech, 4 to another and the rest to a third technician. If I click on [queue view] I only see the 'New' ones. I'd like to see all open tickets though based by queue. Any thoughts? ----- Jake Covert -----

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Feature request
by Covert, Jake 03 Mar '03

03 Mar '03

Feature request: 1) Phone number field for the customers and a way to make this field mandatory. Jake Covert

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