March 2003 - otrs - OTRS mailing lists

Notes Presence
by Paul Trebilco 10 Mar '03

10 Mar '03

Hi Guys, OTRS is much simpler, easier to use than many other commercial and open-source support icket systems we've looked at. Looking forward to improved features in the next release. One feature suggestion, when a note is added to a case, the note is displayed as either a thread in the message view, or by title in the history. In certain environments, notes can play a critical part in how cases are concluded. It would be better to display the existence of a note in a more prominant way. If a support staff member re-opens a case or a follow up is received, The notes should be the first thing this person reviews. Perhaps an icon, presence in the right hand summary or something like that. Just to ensure that a note is not overlooked. I can probably hack something in to the release we have (1.0.1), but was wondering if something similar might already be slated for a future release? And the best way to go about it? Best Regards, Paul Trebilco

2 1

Re: [otrs] install v1 with rpm
by Wily E. Coyote 10 Mar '03

10 Mar '03

Hi Martin, NO, i don't think so , because all entries in httpd.conf and suse-include.conf are o.k., but i have in the /opt- directory 2 directories (1 otrs and 1 OpenTRS) i will delete the /opt/OpenTRS directory and changed in httpd.conf all OpenTRS-words to otrs, i think thats much better, but i don't know why i have this /opt/OpenTRS directory thanks sven 8) ---- Original Message ---- From: martin(a)edenhofer.de To: otrs(a)otrs.org Subject: Re: [otrs] install v1 with rpm Date: Mon, 10 Mar 2003 15:42:43 +0100 >Hi Sven, > >On Mon, Mar 10, 2003 at 02:54:45PM +0100, Wily E. Coyote wrote: > >> i do the following steps >> 1. rpm -e otrs-7.3 >> 2. rpm -i otrs-1.0.1-01.i386.rpm >> 3. DBUpate-to-1.mysql.sql >> 4. SuSEconfig >> 5. reboot the apache webserver >> 6. rcotrs start >> no errors, everything looks fine, but i can't start >> http://mydomain.com/otrs/index.pl >> the requested URL /otrs/index.pl was not found on this server > >It looks like your webserver isn't configured. :-/ Which is normally >done by SuSEconfig. > >Add the include file to the end of your /etc/httpd/httpd.conf >[...] >Include /opt/otrs/scripts/apache-httpd.include.conf >[...] > >And it should work again. > >> thanks sven 8-(( > > Martin > >-- >Martin Edenhofer - <martin at edenhofer.de> - >http://martin.edenhofer.de/ >-- >"Security is a process, not a product." - Bruce Schneier > >_______________________________________________ >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

3 2

Salutation expansion
by Mark N. 10 Mar '03

10 Mar '03

My salutations don't expand the <OTRS_FIRST_NAME> <OTRS_LAST_NAME> variables. <OTRS_CUSTOMER_REALNAME> gets expanded correctly though. Is this intended behavior? Is it possible to edit some template, so I can get the other two expanded as well? Tia, Mark

2 1

Feature Requests
by Covert, Jake 10 Mar '03

10 Mar '03

Feature Requests: 1) Default Customer ticket submit return screen: A number of my customers have suggested that after they submit a new ticket via the web interface, the next screen they return to should be 'My Tickets' view rather than the 'Ticket Zoom' view. They see the add notes to existing tickets fields and the submit button and end up trying to submit their ticket again and again. This ends of attaching a lot of empty notes as they think that the 'store' or 'submit' button hasn't worked. If you don't want to change this, is it something I can change locally? 2) 'Store' button: Can you change this to 'Submit'. It would make more sense I think. (Though technically, w/ a local database, store, is more accurate........) Cheers, ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com *********************************

2 1

install v1 with rpm
by Wily E. Coyote 10 Mar '03

10 Mar '03

Hi Martin, i do the following steps 1. rpm -e otrs-7.3 2. rpm -i otrs-1.0.1-01.i386.rpm 3. DBUpate-to-1.mysql.sql 4. SuSEconfig 5. reboot the apache webserver 6. rcotrs start no errors, everything looks fine, but i can't start http://mydomain.com/otrs/index.pl the requested URL /otrs/index.pl was not found on this server ...??? thanks sven 8-((

2 1

AW: [otrs] Default Next Compose Type?!
by Marc Scheuffler 10 Mar '03

10 Mar '03

OK ... forget it!!! My System stocked.... sorry. -----Ursprüngliche Nachricht----- Von: Marc Scheuffler Gesendet: Montag, 10. März 2003 10:07 An: otrs(a)otrs.org Betreff: [otrs] Default Next Compose Type?! Hi it's me again ;-) Perhaps I am a little bit confused because of looking into the sources the whole weekend. Possibly a short question on "defaults for compose message" (Defaults.pm) The AgentCompose.dtl is always taking "open" (Next state of ticket). I know this has worked before. # --------------------------------------------------- # # defaults for compose message # # --------------------------------------------------- # # default compose next state $Self->{DefaultNextComposeType} = 'closed'; ... # next possible states for compose message $Self->{DefaultNextComposeStateType} = ['open', 'closed', 'pending auto', 'pending reminder']; ... The same with # PendingDiffTime # (Time in sec. which "pending date" shows per default) [default: 24*60*60 -=> 1d] $Self->{PendingDiffTime} = 168*60*60; The pending time is always 24 hours?! Did I oversee something? Cheers, Marc

1 0

Default Next Compose Type?!
by Marc Scheuffler 10 Mar '03

10 Mar '03

Hi it's me again ;-) Perhaps I am a little bit confused because of looking into the sources the whole weekend. Possibly a short question on "defaults for compose message" (Defaults.pm) The AgentCompose.dtl is always taking "open" (Next state of ticket). I know this has worked before. # --------------------------------------------------- # # defaults for compose message # # --------------------------------------------------- # # default compose next state $Self->{DefaultNextComposeType} = 'closed'; ... # next possible states for compose message $Self->{DefaultNextComposeStateType} = ['open', 'closed', 'pending auto', 'pending reminder']; ... The same with # PendingDiffTime # (Time in sec. which "pending date" shows per default) [default: 24*60*60 -=> 1d] $Self->{PendingDiffTime} = 168*60*60; The pending time is always 24 hours?! Did I oversee something? Cheers, Marc

1 0

RE: [otrs] Question on PhoneView and ticket Status
by Covert, Jake 09 Mar '03

09 Mar '03

You are right!. Hrmmm... Even though the new ticket shows up with a status state of 'open' it lists the works, 'New Message' next to it in 'Locked Ticket' view. Is this because right now we have to manually lock phoneview tickets to ourselves right now? (fixed, if I remember correctly, in next ver.) Cheers, Jake -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Thursday, March 06, 2003 5:47 PM To: otrs(a)otrs.org Subject: Re: [otrs] Question on PhoneView and ticket Status Hi Jake, On Tue, Mar 04, 2003 at 12:42:02PM -0500, Covert, Jake wrote: > How do I change the status of a ticket from 'New' to 'Open' with sending an > email to the customer. > > (Such a case would arise if I opened an internal ticket via 'Phone View'. > Since I created the ticket, I don't really need notification, I should be > able to change to the status to Open) > > Even better behavior would be to set the default ticket status of tickets > created via the 'PhoneView' to 'Open' instead of 'New', since customer > contact has, by necessity, already been made. ;-) If you create a new ticket via the PhoneView, the ticket status is 'open' per default. Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "The number of Unix installations has grown to 10, with more expected." The Unix Programmer's Manual, 2nd Edition, June 1972 _______________________________________________ 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

2 1

Still problems with spell checking
by Moshe Leibovitch (SoftLink) 09 Mar '03

09 Mar '03

Hi, The "'" character cause the spell checker not to check... Try something like "can't". Regards, Moshe

2 1

Issues with content-type (I assume)
by Paul 09 Mar '03

09 Mar '03

Hi, I've been experiencing two issues with OTRS and Internet Explorer using 1.0.1. First, if you click on the graph in the statistics report, IE will attempt to download the image instead of display it in the browser. I thought I had reported this already, but I can't find my e-mail in the archives. Just in case, here it is again. Secondly, the same issue occurs with HTML/text e-mails. Whenever a link appears that says: "This is a text/html email, click here to open it in a new window," Internet Explorer will try downloading the file. My guess is that it's not being sent the correct content-type, however I have not looked into it in detail. Thanks, Paul

2 1