March 2003 - otrs - OTRS mailing lists

Feature Request Customers
by Hans Scheffers 23 Mar '03

23 Mar '03

Hi, Is it possible to change the customer.pl, so a new user (create account) has to fill in more details as they have to do at the moment? I would like to let the customer also enter his adress, phone number and maybe also his bank information, so we have more ways to contact him then just email. Also the login is at the moment the same as the email-adress of the user, can this be changed also? greetz Hans Scheffers JifLin B.V. Leliestraat 7 7151 GH Eibergen

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otrs-1.0.2-01
by ahall＠coxnews.com 23 Mar '03

23 Mar '03

Greetings, This morning I upgrade to otrs 1.0.2-01. I wanted to report some odd behavior I have seen and make sure its not in my setup. When I get a new ticket in the queue and click 'zoom' I get an Internal Server Error, with the following in the web error log: [Wed Mar 19 13:46:03 2003] null: Use of uninitialized value in pattern match (m//) at ../..//Kernel/Output/HTML/Agent.pm line 247. [Wed Mar 19 13:46:03 2003] null: Argument "?" isn't numeric in numeric gt (>) at /home/otrs/otrs/Kernel/Output/HTML/Generic.pm line 730. [Wed Mar 19 13:46:03 2003] [error] Can't use an undefined value as a HASH reference at ../..//Kernel/Output/HTML/Agent.pm line 408. But if I click 'Lock' then 'Zoom', it works correctly. After locking I can click 'zoom' with no problems, wether the ticket is locked or not. Once I click 'Lock', it works. Also I started receiving the following in web error logs also: [Wed Mar 19 13:50:39 2003] [error] /home/otrs/otrs/bin/cgi-bin/index.plfavicon.ico not found or unable to stat [Wed Mar 19 13:50:44 2003] [error] /home/otrs/otrs/bin/cgi-bin/index.plfavicon.ico not found or unable to stat [Wed Mar 19 13:50:57 2003] [error] /home/otrs/otrs/bin/cgi-bin/index.plfavicon.ico not found or unable to stat [Wed Mar 19 13:51:04 2003] [error] /home/otrs/otrs/bin/cgi-bin/index.plfavicon.ico not found or unable to stat [Wed Mar 19 13:51:08 2003] [error] /home/otrs/otrs/bin/cgi-bin/index.plfavicon.ico not found or unable to stat [Wed Mar 19 13:56:15 2003] [error] /home/otrs/otrs/bin/cgi-bin/index.plfavicon.ico not found or unable to stat [Wed Mar 19 13:56:28 2003] [error] /home/otrs/otrs/bin/cgi-bin/index.plfavicon.ico not found or unable to stat [Wed Mar 19 13:56:42 2003] [error] /home/otrs/otrs/bin/cgi-bin/index.plfavicon.ico not found or unable to stat [Wed Mar 19 13:57:39 2003] [error] /home/otrs/otrs/bin/cgi-bin/index.plfavicon.ico not found or unable to stat Not sure exactly what going on, but I thought it can't hurt to post about it. Andrew

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Adding feature
by Travis Kelley 22 Mar '03

22 Mar '03

Can anyone help he with adding a feature. I want to add some perl code that would be executed whenever a user closes a ticket. I have looked through the code but can't determine where to add stuff so it runs every time a ticket it closed. Can anyone help me with this? Travis

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zoom woes
by ahall＠coxnews.com 20 Mar '03

20 Mar '03

Greetings, Sorry for the somewhat duplicate post, but I am really confused here. I upgraded to otrs-1.0.2-01 yesterday, and started receiving an internal server error, when I clicked on the 'zoom' link. The error in the user log is: [Thu Mar 20 16:12:29 2003] null: Argument "?" isn't numeric in numeric gt (>) at /home/otrs/otrs//Kernel/Output/HTML/Generic.pm line 730. [Thu Mar 20 16:12:29 2003] [error] Can't use an undefined value as a HASH reference at /home/otrs/otrs//Kernel/Output/HTML/Agent.pm line 402. I rolled back to version 1.0.1-02, which I was not seeing the error before, and now I am still seeing the error with the old version. Can anyone shed any light on what going on here? To make this even more confusing if I "lock" the ticket, then 'zoom' it work correctly. Also for the life of me I cannot find where/why that path has two slashes '//' it it. My Config.pm has: $Self->{Home} = '/home/otrs/otrs'; Notice no trailing slash. Any ideas? Andrew

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Ability or forward 'agent email (external)'
by Covert, Jake 19 Mar '03

19 Mar '03

When I zoom in on an 'agent email(external)', I don't have the ability to forward this on. Can this be added as a feature? -- Jake Covert ----------

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New User questions about Quoting in a reply and Ticket Locking
by Wes Plate 19 Mar '03

19 Mar '03

Hello, this is my first post, we just got OTRS up and running and we are now starting the configuration and testing process. We have 1.0.2 installed. First question: It concerns me that when I am creating a reply to a customer, my email message in the window shows "> " instead of "> " at the beginning of each quoted line. In case your email client was smart and fixed what I typed, remove the spaces between these characters to see what I'm saying: " & g t ; " Second question: Ticket locking-- What is it and why? I've read the documentation and it doesn't speak much about Locking. The reason why I ask is that when I reply to an issue, the ticket seems to get locked making a follow-up reply from the customer not appear in my QueueView (I also don't get notified of the reply from the customer). I have to go in and unlock the message before I see the reply in my Queue. I think I'm just not understanding ticket locking. My goal is to A) get notified of follow-up replies and B) have all follow-ups appear in my QueueView. -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com FCP offline, Symphony online... with no pesky EDLs! Finally! http://www.automaticduck.com/products/auto_seq_export_pro/

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Feature Request or new Bug?
by Covert, Jake 19 Mar '03

19 Mar '03

Feature Request or new Bug? ================================== When I get an email from a customer with an attachment and I try to forward that email (w/ associated attachment) on to someone else, the attachment doesn't stay attached to the email. (did I say attach enough? ;-) ---------------------------------- Thanks, Jake Covert

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HOWTO... ?
by Hans Scheffers 19 Mar '03

19 Mar '03

Is it possible to delete the left frame in the customer.pl, and if yes, how should I do it? Hans Scheffers JifLin B.V. Leliestraat 7 7151 GH Eibergen

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Feature request: Color change with priority
by Paul 19 Mar '03

19 Mar '03

Hi, It'd be nice if there were some sort of option to change the grey tables surrounding a ticket in the QueueView to a certain color to distinguish high vs. low priority tickets. Also, the ability to sort by priority first then something else second would be a nice addition. (i.e. sort by priority then age, etc.) Thanks, Paul

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Re: CustomerPanelOwnSelection and CustomerID
by Wilfried Gödert 19 Mar '03

19 Mar '03

"Martin Edenhofer" <martin(a)edenhofer.de> schrieb im Newsbeitrag news:<20030210091353.GJ26366(a)nohl.bogen.net>... > > I see what you mean. This could be done by a customer-group management. > > -=> This is not implemented (yet) because is confusing for the most admins. > I think its ok to do this in the admin Interface by an extra field

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