April 2003 - otrs - OTRS mailing lists

Solaris or HPUX
by Covert, Jake 30 Apr '03

30 Apr '03

Does anyone know if OTRS will run on Solaris or HPUX? Jake Covert

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OTRS v1.1.0 release
by Alex Mihicinac 30 Apr '03

30 Apr '03

Hi all, I'm wondering... Will it be published today? Because yesterday there was the same saying like today "Tomorrow is the day! Tomorrow we will publish OTRS 1.1!"? Lp, --alexm

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OTRS first login
by Taki Shirayanagi 29 Apr '03

29 Apr '03

Hello, I juset setup OTRS on my box running FreeBSD 4.8. I was able to login the first time fine with http://mydomain/otrs/index.pl. After I logged out I could not log back in with root@localhost and root as the password. I did the instructions to reset the password back to root but when I login I still get SessionID invalid! Need user data! Any suggestions? Thanks, Taki

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Spell Checker dialog box footer links
by Covert, Jake 25 Apr '03

25 Apr '03

Spell checker dialog box: The footer of the 'Spell Checker' dialog box that comes up has three seemingly unnecessary links: ----------------- Queue View / Phone View / and the up arrow ----------------- Considering that you really only want people to close this window after they're done doing the spell checking, are these necessary? Cheers, Jake

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RE: [otrs] 1.1.0-RC2 Ticket Number Generation
by Covert, Jake 25 Apr '03

25 Apr '03

Restart the apache web server. (Mac OS 10.2) System Preferences --> Sharing --> turn off 'Personal Web sharing' and turn it back on. -----Original Message----- From: Wes Plate [mailto:wes@automaticduck.com] Sent: Friday, April 25, 2003 12:27 PM To: OTRS On 4/25/03 7:54 AM, "Jim Wight" wrote: >> Can you tell me how you did that? > > $Self->{TicketHook} = 'SN'; > > in Kernel/Config.pm. Thank you! After making changes like this, does OTRS need to be "re-launched"? If yes, is there a way to do that other than re-starting the computer? -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com Reviewed in DV magazine's September 2001 issue, FOUR Stars! http://www.dv.com/magazine/2001/0901/hullfish0901.html _______________________________________________ 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

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Autoreply on closure
by Covert, Jake 25 Apr '03

25 Apr '03

Sorry to bother again, but I don't have access to the admin area of the 1.1,rc2 demo area. Couple of questions for the new version: 1) Is it possible to have an auto-reply to the customer on ticket close? 2) Is it possible to have different auto-reply closure notices based on whether the ticket was closed successfully or unsuccessfully. (Maybe an 'auto-response' <--> 'ticket state' mapping?) 3) Is it possible to have different auto-reply closure notices based queues? Cheers, jake

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Customer display of CustomerID
by Jim Wight 25 Apr '03

25 Apr '03

Why is the CustomerID displayed on every line in the customer's 'My Tickets' view? Is it not the case that a customer can only see the tickets identified by their CustomerID? Isn't it a waste of space to have it on every line? If is it necessary to have it at all, which I'm not convinced about, wouldn't once, say on the 'Welcome' line, be enough? I would rather see more space allocated to 'Subject', which often gets truncated. Jim

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RE: [otrs] 1.1.0-RC2 Note type in 'Note'
by Covert, Jake 25 Apr '03

25 Apr '03

Is there any way to have it presented to the customer as just 'Note' (as in an alias for which every one we choose [Note Internal / Note External] in the config.) and have it correctly displayed back to the admins as whatever type it really is? Jake www.jakecovert.com -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Friday, April 25, 2003 11:34 AM To: otrs(a)otrs.org On Fri, Apr 25, 2003 at 11:24:09AM -0400, Covert, Jake wrote: > With only one type of note available to the customer, wouldn't it be > more clear to just rename the title of the 'Note Internal' or 'Note > External' or whatever to just 'Note', so as not to confuse the users? But if you have just 'Note' then many users (agents) think this note is viewable from the customer. > Jake Covert > www.jakecovert.com 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

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RE: [otrs] 1.1.0-RC2 Note type in 'Note'
by Covert, Jake 25 Apr '03

25 Apr '03

With only one type of note available to the customer, wouldn't it be more clear to just rename the title of the 'Note Internal' or 'Note External' or whatever to just 'Note', so as not to confuse the users? Cheers, Jake Covert www.jakecovert.com -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Friday, April 25, 2003 10:19 AM To: otrs(a)otrs.org Hi Jim, On Fri, Apr 25, 2003 at 03:08:22PM +0100, Jim Wight wrote: > The only Note type offered when adding a note is note-internal. It was > the same in RC1. We changed the default note type selection to 'note-internal' (only) because 'note-external' and 'note-report' was confusing the users. -=> Note should just used for Agent<->Agent communication (not Agent<->Customer)! If you know this and you want to have the 'note-external' and 'note-report', add the followig to Kernel/Config.pm [...] $Self->{DefaultNoteTypes} = { 'note-internal' => 1, 'note-external' => 1, 'note-report' => 1, }; [...] > Jim 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

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RE: [otrs] Home button in 1.1rc1
by Covert, Jake 25 Apr '03

25 Apr '03

Home button --> looks great. Agent Mailbox --> works fine. Customer Interface, 'Show Closed Tickets' --> This now works correctly, but the drop down dialog box that lets you choose which option you'd like, always has 'Yes' as the default state, regardless of whether the current 'Show Closed Tickets' state is 'No' or not. Little thing, I know, but... Not sure if this could make it into this version, but I'll ask anyways: Is there any way you could have an admin preference to set the number of graphs (months) shown on the Stats page. (this probably already has a config.pm option somewhere... :-) Great work! Cheers, Jake -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Thursday, April 24, 2003 4:15 PM To: otrs(a)otrs.org Hi Jake, On Wed, Apr 23, 2003 at 08:07:16AM -0400, Covert, Jake wrote: > I was looking at the 1.1, rc1 demo system on your website and noticed > the "Home" button is missing from the top of the admin interface. > Which page is now the 'home' page that gets refreshed per preferences? > (could you make it 'Mailbox'. That way we could sit in the 'locked > tickets' area?) The "Home" button is now the [OTRS] link (it's more highlighted in RC2). I also added the refresh to the AgentMailbox screen. > Also, in the customer interface area, I was having a really hard time > (as in, I couldn't do it) setting the 'Show Closed Tickets' preference to 'No'. I fixed it. Thanks! > Jake Covert > Www.jakecovert.com 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

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