June 2003 - otrs - OTRS mailing lists

Contribution to allow non-standard SMTP port
by Jeroen Boomgaardt 30 Jun '03

30 Jun '03

I posted this contribution to the dev-list last week, but didn't see a response. How can I convince somebody to merge this? Below is how to patch Kernel/System/Email/SMTP.pm 1.3 (as included in OTRS 1.1.1) to be able to use a non-standard port with the SMTP backend. You may then configure the port to use in Kernel/Config.pm like this: $Self->{'SendmailModule::Port'} = '2525'; Hopefully you will include this in the next release. Regards, Jeroen Boomgaardt 48a49 > $Self->{SMTPPort} = $Self->{ConfigObject}->Get('SendmailModule::Port') || 'smtp(25)'; 98c99 < if ($Self->{SMTPObject} = Net::SMTP->new($Self->{MailHost}, Timeout => $Self->{SMTPTimeout}, Debug => $Self->{SMTPDebug})) { --- > if ($Self->{SMTPObject} = Net::SMTP->new($Self->{MailHost}, Timeout => $Self->{SMTPTimeout}, Debug => $Self->{SMTPDebug}, Port => $Self->{SMTPPort})) {

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RE: [otrs] Distributed setup (customer.pl)
by Patrick Zwahlen 30 Jun '03

30 Jun '03

Thx a lot... I will start testing this distributed setup very soon. BR, - Patrick - > -----Original Message----- > From: Martin Edenhofer [mailto:martin@edenhofer.de] > Sent: mardi, 17. juin 2003 13:49 > To: otrs(a)otrs.org > Subject: Re: [otrs] Distributed setup (customer.pl) > > > Hi Patrick, > > On Thu, Jun 05, 2003 at 04:33:02PM +0200, Patrick Zwahlen wrote: > > I am seriously evaluating OTRS at the moment. > > :) > > > We are doing Managed Security Services, and for that > purpose, we have > > a linux appliance (based on RH7.3) located in the customer > premises. > > This box has a WEB interface, where the customer can see > his devices > > status, security reports, intrusion reports, and so on... > We also have > > a secure connection from this box to our central Operation Center. > > > > What poeple usually do is to have ONE server with the customer > > interface (the customer.pl in our case), located in a > central point. > > In our case, I would like to have this interface on the customer > > appliance. Because of the encrypted connection, I have no problem > > talking to a central MYSQL database (may have speed concerns with > > attachements). > > > > - Do you see any issue having such a setup ? > > No, it should work fine. Just take care of the speed if your > system is using a lot ot attachements. > > (See also: > http://doc.otrs.org/1.1/html/performance-tuning.html#PERFORMAN CE-TUNING-OTRS-STORAGE) > - Do I need a full OTRS install on each appliance, or can I live with > a stripped down setup ? You can strip down the setups. * remove the customer (bin/cgi-bin/customer.pl and Kernel/Modules/Customer*.pm) or the agent (bin/cgi-bin/index.pl, Kernel/Modules/Agent*.pm, Kernel/Modules/Admin*.pm and Kernel/Modules/System*.pm) from the machine. * you also could remove some libs (Kernel/System/) from the customer setup but this is getting to complicate. > - What is the risk that a customer sees the ticket of another customer > via the customer.pl ? The CustomerID is the point. A customer can only see all tickets with the own CustomerID. -=> It's possible to put one CustomerID to three or more customers. -=> If you don't want that, work with uniq CustomerIDs. <=- > Thanks you for this great piece of software, and best regards. - > Patrick - Thanks! :) Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Perfection is our goal, excellence will be tolerated. -- J. Yahl _______________________________________________ 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 ______________________________________________ DISCLAIMER This email and any files transmitted with it, including replies and forwarded copies (which may contain alterations) subsequently transmitted from the Company, are confidential and solely for the use of the intended recipient. It may contain material protected by attorney-client privilege. The contents do not represent the opinion of Dimension Data Switzerland except to the extent that it relates to their official business. If you are not the intended recipient or the person responsible for delivering to the intended recipient, be advised that you have received this email in error and that any use is strictly prohibited. If you are not the intended recipient, please advise the sender by return e-mail, then delete this message and any attachments. Dimension Data Switzerland : http://www.ch.didata.com

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Internal Server Error: log says CheckItem.pm
by Wes Plate 30 Jun '03

30 Jun '03

When I try to reply to a ticket, I get an Internal Server Error. Looking at the web server log, I see... query timed out at /opt/otrs/bin/cgi-bin/../../Kernel/System/CheckItem.pm line 68 [Thu Jun 26 07:58:58 2003] [error] [client xx.xx.xx.xx] Premature end of script headers: /opt/otrs/bin/cgi-bin/index.pl I have never had this problem before, we are running 1.1.2 on MacOS X. Help please! :-) -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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problem with Postmaster.pl on Solaris 8
by Jenny Fox 30 Jun '03

30 Jun '03

Hello. I have a mostly successful installation of otrs on a system running Solaris 8. The problem is when I try to run the Postmaster.pl script I get the following error: > cat test-message | bin/PostMaster.pl unix passed to setlogsock, but path not available at /opt/local/apache/htdocs/otrs/Kernel/System/Log/SysLog.pm line 39 I did some research on the web and found the following: > The Sys::Syslog module breaks rather badly on Solaris in a > couple of cases: > > 1) there's no support for the setlogsock('unix') used in > MIMEDefang. Solaris has no unix socket for syslog at all. > > 2) if you run syslogd with the -t flag, to make it not listen > on its udp socket (pretty standard on secure boxes), then the > Sys::Syslog module won't log anything! It won't error, but it > won't log, either. > > One solution is to use the Unix::Syslog CPAN module, which wraps > the OS's native C syslog calls to log directly to syslog. This > works great for me on my secured Solaris boxes. We do, in fact, run syslogd with the -t option, so I couldn't use the setlogsock('inet') option, and I tried using the Unix::Syslog module but it apparently doesn't have a setlogsock routine? Does anyone have any suggestions? --jenny Jennifer Fox Unix System Administrator NOAA Aeronomy Laboratory, Boulder, CO

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Delete groups
by Andreas Kienle 30 Jun '03

30 Jun '03

Hello, I have installed the otrs 1.01. How can i delete, some generate users, groups or qeue's? Can i only do this direct in the mysql-databse? Thanks @ndy ----------------------------------------- This email was sent using SquirrelMail. "Webmail for nuts!" http://squirrelmail.org/

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Multiple email addresses for agent?
by Jim Wight 30 Jun '03

30 Jun '03

We operate with a dummy agent whose sole purpose is to be notified of new requests in our Incoming queue. The agent's mail address is an alias for the agent, from a group of real agents working a weekly rota, currently on duty. What we would now like to be able to do is to add the alias to the email address of an agent who is going to be unavailable for any length of time, e.g. on leave, so that someone who is not away will be notified of ticket followups. We would prefer the original agent to continue to be notified, so that they can easily learn where there has been activity on their tickets when they return, but OTRS (1.1.1-01) doesn't allow multiple addresses, i.e. a comma-separated list of addresses, as an agent email address. The error message hints that the address is not RFC822 compliant. Would that be easy to change? Jim

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[DISPLAY] zoom state
by Serge ALGAROTTI 30 Jun '03

30 Jun '03

Hello, we test otrs, we are several agents. We would like make this: * a ticket is open in a queue (raw for example) * all agent have this queue in personal queue * a agent think that he can resolve the problem, but he is not sure * he doesn't lock the ticket because he is not sure * he writes a note in the ticket where he asks a question to all the others agent (again without lock the ticket) Is it possible ? 1) that the display of the queue (Queue View) is automatically displaying in zoom state or 2) than there is a sign (may be with a icon) which show that there is a new note appened ? All of the two solution without locking the ticket, in this case all the agent can see easily the add of a note. Best regards -- Serge Algarotti ENSMP CEMEF [CNRS UMR 7635]

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make the customer Phone information required
by Covert, Jake 30 Jun '03

30 Jun '03

I've successfully added the Phone information to the database (mysql) and updated the CustomerCreateAccount.dtl to show the field, but doesn't appear to be required for them to create an account. Do you know how I can make this required to create an account? Thanks for your time. ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com *********************************

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RE: Customer Interface doesn't display tickets
by Andrew Lewis 30 Jun '03

30 Jun '03

Oh... Also possibly worth nothing is when adding a note to a ticket I see only 'internal note'.. Hope I'm not missing anything obvious? :(

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RE: otrs digest, Vol 1 #348 - 12 msgs
by Strange, PJ (Philippa) 27 Jun '03

27 Jun '03

leave otrs -----Original Message----- From: otrs-request(a)otrs.org [mailto:otrs-request@otrs.org] Sent: 27 June 2003 11:00 To: otrs(a)otrs.org Subject: otrs digest, Vol 1 #348 - 12 msgs Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-admin(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. list selection follow-up. (gilles.massen(a)restena.lu) 2. Re: Phone View: Queues are incorrect (Jim Wight) 3. Is there a Windows version? (J M) 4. Re: Is there a Windows version? (Stefan Wintermeyer) 5. Re: Full ASP support?!? (Matthias Eichler) 6. Re: LDAP Auth / Config.pm without effects (Matthias Eichler) 7. Internal Server Error: log says CheckItem.pm (Wes Plate) 8. Re: Creating new tickets and merging tickets (Brian) 9. What is the different between Queue & Sub-Queue? (=?big5?q?Chris=20Wong?=) 10. Can I mandatory control the queue in "new ticket" for each customer? (=?big5?q?Chris=20Wong?=) 11. Re: Creating new tickets and merging tickets (gilles.massen(a)restena.lu) 12. Re: Phone View: Queues are incorrect (Jim Wight) --__--__-- Message: 1 To: otrs(a)otrs.org From: gilles.massen(a)restena.lu Date: Thu, 26 Jun 2003 11:53:58 +0200 Subject: [otrs] list selection follow-up. Reply-To: otrs(a)otrs.org ....forget the second question of my previous email. Ctrl-Click was what I was looking for (for quite some time). stupid, stupid.... Gilles -- RESTENA - DNS-LU 6, rue Coudenhove-Kalergi L-1359 Luxembourg tel: (+352) 424409 fax: (+352) 422473 --__--__-- Message: 2 From: "Jim Wight" <J.K.Wight(a)newcastle.ac.uk> Date: Thu, 26 Jun 2003 13:39:04 +0100 To: otrs(a)otrs.org Subject: Re: [otrs] Phone View: Queues are incorrect Reply-To: otrs(a)otrs.org Alan Murrell writes: > > If you want you own choose of queues in Customer > > interface, use: > > > > [...] > > $Self->{CustomerPanelOwnSelection} = { > > # QueueID => String > > '1' => 'First Queue!', > > '2' => 'Second Queue!', > > }; > > [...] > > That's perfect. Thank you! Now we can enable the > Customer interface :-) (Almost) perfect for me too. This thread has been very useful. I hadn't cottoned on to the possibilities of the alternatives for PhoneViewSelectionType and CustomerPanelSelectionType, but making some or all of the queues available (Queue) in the agent interface, while restricting the customer interface to a single queue (SystemAddress) with a modified CustomerPanelSelectionString is just what I want. However, the QueueID that is required when defining PhoneViewSelectionString or CustomerPanelOwnSelection is the numeric id that is stored in the database. As far as I can tell, these ids aren't available from the agent interface. It would be convenient if they were displayed under Queue Management, in the way that user ids are displayed under User management. Also, it seems that OTRS sorts the entries alphabetically according to the 'String' values. I would like to force our default queue, Incoming, to be the default in PhoneViewSelectionString, but it's not the earlist alphabetically. Can it be done? I had expected the order of presentation to be the order of listing in PhoneViewSelectionString. Jim --__--__-- Message: 3 Date: Thu, 26 Jun 2003 06:03:05 -0700 (PDT) From: J M <john_20_28_2000(a)yahoo.com> To: otrs(a)otrs.org Subject: [otrs] Is there a Windows version? Reply-To: otrs(a)otrs.org --0-1227570413-1056632585=:41281 Content-Type: text/plain; charset=us-ascii I saw some talk about Win32 and wondered how to get the Windows version. Does it require PERL on the Windows machine? Uses IIS? Thanks. --------------------------------- Do you Yahoo!? SBC Yahoo! DSL - Now only $29.95 per month! --0-1227570413-1056632585=:41281 Content-Type: text/html; charset=us-ascii <DIV>I saw some talk about Win32 and wondered how to get the Windows version.  Does it require PERL on the Windows machine?  Uses IIS?  Thanks.</DIV><p><hr SIZE=1> Do you Yahoo!?<br> <a href="http://pa.yahoo.com/*http://rd.yahoo.com/evt=1207/*http://promo.yahoo. com/sbc/">SBC Yahoo! DSL</a> - Now only $29.95 per month! --0-1227570413-1056632585=:41281-- --__--__-- Message: 4 Date: Thu, 26 Jun 2003 15:10:18 +0200 From: Stefan Wintermeyer <stefan(a)otrs.org> To: otrs(a)otrs.org Subject: Re: [otrs] Is there a Windows version? Reply-To: otrs(a)otrs.org On Thu, Jun 26, J M wrote: > I saw some talk about Win32 and wondered how to get the Windows version. Does > it require PERL on the Windows machine? Uses IIS? Thanks. RTFM http://doc.otrs.org/1.1/html/x111.html BTW, Robert Kehl is creating a easy installer. You'll find his e-mail address at the end of win32 install documentation. take care Stefan Wintermeyer -- Stefan Wintermeyer Matlock is irrelevant. Resistance is futile. You will be assimiZZZZZZZZZZ... (Grampa) "The Simpsons (Simpsons of Borg)" --__--__-- Message: 5 Subject: Re: [otrs] Full ASP support?!? From: Matthias Eichler <mylists(a)ame.de> To: otrs(a)otrs.org Organization: AME Aigner Media & Entertainment GmbH Date: 26 Jun 2003 16:17:49 +0200 Reply-To: otrs(a)otrs.org Hi Martin, Am Mit, 2003-06-25 um 11.17 schrieb Martin Edenhofer: > On Mon, Jun 23, 2003 at 04:52:13PM +0200, Matthias Eichler wrote: > > I installed our OTRS as an ASP system, but it seems to me as some of the > > settings are not really ASP-like. > > e.g. the "Organization"-tag in the Config.pm > > If I want some real ASP-system, that means, that also different > > "companies" are using the same server, do I just have a chance in > > duplicating the whole installation?!? Please not...;-) > It depends on what you want to do with OTRS. > It's possible for host more departments or companies on one instance but > just with one admin(-group) for all. Thats what I want. We are an agency which is managing the Support-Requests for different customers which have nothing to do with each other. I already set up: - different queues for each customer, - teams for each customer - emails for each customer and linked them together as they belong. My problems: - It seems that some settings (for example X-Organisation in Config.pm) can just set once for the whole instance, but we would need something like seperate settings for each queue - It seems as our OTRS setup ignores some settings from Config.pm, because I set: ---cut--- $Self->{MoveInToAllQueues} = 0; $Self->{ChangeOwnerToEveryone} = 0; $Self->{ShowCustomerSelection} = 0; $Self->{PhoneViewASP} = 1; ---cut--- And we can still move through all queues. - The servername should be different for each queue as they should have something like support.customer.de, all links in OTRS eMails are with the one servername-setting from Config.pm, which is not asp'able... - Is it right that the customer-frontend can just customized once for each installation and not for each queue?!? > If you want system admin(-groups) for each customer, then you need to > install a new instance. No, there is just one admin-group for all customers. Thanks, Matthias --__--__-- Message: 6 Subject: Re: [otrs] LDAP Auth / Config.pm without effects From: Matthias Eichler <mylists(a)ame.de> To: otrs(a)otrs.org Organization: AME Aigner Media & Entertainment GmbH Date: 26 Jun 2003 16:19:46 +0200 Reply-To: otrs(a)otrs.org Hi Martin, Am Mit, 2003-06-25 um 11.12 schrieb Martin Edenhofer: [...] > It sounds like you need to restart your webserver (if you use mod_perl) > because the perl modules are loaded on apache startup (improve performance!!). ,-) I thought I have done that, but I will check again. Something strange btw with mod_perl together with mod_php4: after some time the apache is running PHP code can not be executed but therefore the index.pl from OTRS is executed by PHP, which can not be interpreted...;-) Matthias --__--__-- Message: 7 Date: Thu, 26 Jun 2003 08:31:51 -0700 From: Wes Plate <wes(a)automaticduck.com> To: <otrs(a)otrs.org> Subject: [otrs] Internal Server Error: log says CheckItem.pm Reply-To: otrs(a)otrs.org When I try to reply to a ticket, I get an Internal Server Error. Looking at the web server log, I see... query timed out at /opt/otrs/bin/cgi-bin/../../Kernel/System/CheckItem.pm line 68 [Thu Jun 26 07:58:58 2003] [error] [client xx.xx.xx.xx] Premature end of script headers: /opt/otrs/bin/cgi-bin/index.pl I have never had this problem before, we are running 1.1.2 on MacOS X. Help please! :-) -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com --__--__-- Message: 8 From: "Brian" <brian(a)mylinuxisp.com> To: otrs(a)otrs.org Subject: Re: [otrs] Creating new tickets and merging tickets Date: Thu, 26 Jun 2003 17:29:23 -0600 Reply-To: otrs(a)otrs.org ---------- Original Message ----------- From: Martin Edenhofer <martin(a)edenhofer.de> To: otrs(a)otrs.org Sent: Sat, 12 Apr 2003 14:02:14 +0200 Subject: Re: [otrs] Creating new tickets and merging tickets > Hi Paul, > > On Wed, Apr 09, 2003 at 02:37:30AM -0400, Paul wrote: > > No, not split tickets. What I'd like is just like the "New e-mail" button in > > Outlook or Eudora, etc. There are many times when an agent has to initiate > > contact with a client and presently have to do it via an external e-mail > > program. OTRS is currently setup for INTAKE only. > > > > What I have in mind is similar to the PhoneView, HOWEVER with a blank "TO" > > field and a selectable "FROM" field. For example: > > > > To: <Enter e-mail address or customer> > > From: Drop down box with queues > > Subject: <Enter subject> > > [...] > > Ohh now I got it. .-) It's not implemented yet. I put it on the TODO > list. > > A good idea. Hi there Martin. I was wondering if there was any work on this TODO item in CVS? I was thinking about writing my own interface but didn't want to if work was under way. With this feature we could also allow our abuse department to have a more formal way of notifying other networks. -- Brian --__--__-- Message: 9 Date: Fri, 27 Jun 2003 10:04:39 +0800 (CST) From: =?big5?q?Chris=20Wong?= <cywong18(a)yahoo.com.hk> To: otrs(a)otrs.org Subject: [otrs] What is the different between Queue & Sub-Queue? Reply-To: otrs(a)otrs.org --0-1407929799-1056679479=:81883 Content-Type: text/plain; charset=big5 Content-Transfer-Encoding: 8bit thx ³Ì·s¹aÁn±À¤¶:¤Q±®I¥ñ¡A¤dª÷¡A¤C¤Í... http://ringtone.yahoo.com.hk --0-1407929799-1056679479=:81883 Content-Type: text/html; charset=big5 Content-Transfer-Encoding: 8bit <DIV>thx</DIV><p>³Ì·s¹aÁn±À¤¶:¤Q±®I¥ñ¡A¤dª÷¡A¤C¤Í...<br> <a href="http://hk.yahoo.com/mail_tagline/?http://hk.ringtone.yahoo.com/">http: //ringtone.yahoo.com.hk</a><br> --0-1407929799-1056679479=:81883-- --__--__-- Message: 10 Date: Fri, 27 Jun 2003 10:22:55 +0800 (CST) From: =?big5?q?Chris=20Wong?= <cywong18(a)yahoo.com.hk> To: otrs(a)otrs.org Subject: [otrs] Can I mandatory control the queue in "new ticket" for each customer? Reply-To: otrs(a)otrs.org --0-1466801332-1056680575=:85463 Content-Type: text/plain; charset=big5 Content-Transfer-Encoding: 8bit For example, i have created 2 queue, "q1" & "q2" and i have 2 customer, "c1 & c2". I want c1 can only select q1 in the "To" dropdown list when he create a new ticket, and c2 can select q2 . How can i do this? Thanks Chris ³Ì·s¹aÁn±À¤¶:¤Q±®I¥ñ¡A¤dª÷¡A¤C¤Í... http://ringtone.yahoo.com.hk --0-1466801332-1056680575=:85463 Content-Type: text/html; charset=big5 Content-Transfer-Encoding: 8bit <DIV>For example, i have created 2 queue, "q1"  & "q2" and i have 2 customer, "c1 & c2". </DIV> <DIV> </DIV> <DIV>I want c1 can only select q1 in the "To" dropdown list when he create a new ticket, and c2 can select q2 .</DIV> <DIV> </DIV> <DIV>How can i do this?</DIV> <DIV> </DIV> <DIV>Thanks</DIV> <DIV> </DIV> <DIV>Chris</DIV><p>³Ì·s¹aÁn±À¤¶:¤Q±®I¥ñ¡A¤dª÷¡A¤C¤Í...<br> <a href="http://hk.yahoo.com/mail_tagline/?http://hk.ringtone.yahoo.com/">http: //ringtone.yahoo.com.hk</a><br> --0-1466801332-1056680575=:85463-- --__--__-- Message: 11 To: otrs(a)otrs.org Cc: brian(a)mylinuxisp.com Subject: Re: [otrs] Creating new tickets and merging tickets From: gilles.massen(a)restena.lu Date: Fri, 27 Jun 2003 07:56:02 +0200 Reply-To: otrs(a)otrs.org Hi Brian, I've finished a quick'n'dirty implementation of that function. Although I doubt that this would be a starting point for actual OTRS code, it works (with some sideeffects due to my lack of understanding of the guts of OTRS). But as a Module it is easy to put in place and there should not be any major issues with updates along the 1.1 path, or the correct working of OTRS in that matter. If there is interest I'll put a small install doc together with the files and post it here... Best, Gilles -- RESTENA - DNS-LU 6, rue Coudenhove-Kalergi L-1359 Luxembourg tel: (+352) 424409 fax: (+352) 422473 "Brian" <brian(a)mylinuxisp.com> Sent by: otrs-admin(a)otrs.org 06/27/2003 01:29 Please respond to otrs To: otrs(a)otrs.org cc: Subject: Re: [otrs] Creating new tickets and merging tickets ---------- Original Message ----------- From: Martin Edenhofer <martin(a)edenhofer.de> To: otrs(a)otrs.org Sent: Sat, 12 Apr 2003 14:02:14 +0200 Subject: Re: [otrs] Creating new tickets and merging tickets > Hi Paul, > > On Wed, Apr 09, 2003 at 02:37:30AM -0400, Paul wrote: > > No, not split tickets. What I'd like is just like the "New e-mail" button in > > Outlook or Eudora, etc. There are many times when an agent has to initiate > > contact with a client and presently have to do it via an external e-mail > > program. OTRS is currently setup for INTAKE only. > > > > What I have in mind is similar to the PhoneView, HOWEVER with a blank "TO" > > field and a selectable "FROM" field. For example: > > > > To: <Enter e-mail address or customer> > > From: Drop down box with queues > > Subject: <Enter subject> > > [...] > > Ohh now I got it. .-) It's not implemented yet. I put it on the TODO > list. > > A good idea. Hi there Martin. I was wondering if there was any work on this TODO item in CVS? I was thinking about writing my own interface but didn't want to if work was under way. With this feature we could also allow our abuse department to have a more formal way of notifying other networks. -- Brian _______________________________________________ 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 --__--__-- Message: 12 From: "Jim Wight" <J.K.Wight(a)newcastle.ac.uk> Date: Fri, 27 Jun 2003 08:07:28 +0100 To: otrs(a)otrs.org Subject: Re: [otrs] Phone View: Queues are incorrect Reply-To: otrs(a)otrs.org Jim Wight writes: > Also, it seems that OTRS sorts the entries alphabetically according to > the 'String' values. I would like to force our default queue, > Incoming, to be the default in PhoneViewSelectionString, but it's not > the earlist alphabetically. Can it be done? I had expected the order > of presentation to be the order of listing in PhoneViewSelectionString. Of course I meant PhoneViewOwnSelection, not PhoneViewSelectionString. I've hit upon an answer to getting Incoming to the top of the list. It came on realising that the 'String' values don't have to be the queue names, but can be any text. So I've simply added a leading space, which forces it to the top after sorting. Jim --__--__-- _______________________________________________ otrs mailing list otrs(a)otrs.org http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest

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