August 2003 - otrs - OTRS mailing lists

two feature requests
by Hans Bakker 04 Aug '03

04 Aug '03

who is interested in the following: The first request: ------------------ In order to automate the answering of e-mails it would be good if keywords could be added to a response or to an automatic response. If these keywords are found in the email, an automatic response is sent back immediately and a normal response would show in 'red' at the right hand side of the screen. Then an agent can much easier select the response from the list. Then the second request: ------------------------ Add a field to the (automatic) reponse where the question can be stated where the response is the answer to.

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Subject in My Tickets
by Jim Wight 04 Aug '03

04 Aug '03

A customer drew my attention to the fact that the subject displayed in 'My Tickets' for one of their tickets was 'Note!', which wasn't very helpful. I reckon that it came about because they had performed a followup from a zoomed note-external that hadn't had its default subject changed by the agent who created it. The customer's followup was the most recent article in the ticket, so I initially assumed that OTRS displayed the subject of the latest article, but that's not the case - adding a note as agent doesn't change the subject that the customer sees. How does OTRS decide what to display for the subject in 'My Tickets'? Jim

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2 questions
by Daniel Balan 04 Aug '03

04 Aug '03

hello OTRS TEAM, I am working on OTRS 1.1.1 and I have 2 questions: 1. how (what do I need) to install the spell checker; 2. how can I set the default priority to 2 (or something else); 10q Daniel

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Adding Fields to Forms
by Paul O'Neill 01 Aug '03

01 Aug '03

Hi, is it possible to add new fields to forms. In this case I want to add a Bugzilla ID field to the call forms to record issues logged with the internal engineering team. I assume I would need to alter some tables to allow this field to get populated in MySQL, cheers paul....

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Problem installing on Oracle
by Ruffoni Graziano 01 Aug '03

01 Aug '03

Hi all, I would like to install OTRS using Oracle DB and I've got some problems. The first error has been during the generation of SQL script for schema cration using Torque 3.0.2 due to an error in otrs-schema.sql with the <app-data> TAG, I've solved removing it. After this I've got errors creating tables because some tables names are Oracle keywords: comment session and some index names are too long: index_customer_preferences_user_id index_ticket_loop_protection_sent_to index_ticket_loop_protection_sent_date any help is greatly appriciated Thanks graziano

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Win32: First Beta-Version of an easy installer
by Stefan Wintermeyer 01 Aug '03

01 Aug '03

Hi Guys, we'd like to ask you to help us testing an "easy" Win32 Installer for OTRS. So anybody who can spare some time and who is familiar with Windows can help. Please install it on a Windows2000 or XP and tell us how it worked. Please provide us with feedback via e-mail to contact(a)otrs.org ====================================================================== WARNING: DO NOT USE THIS PACKAGE ON A PRODUCTION SYSTEM!!! It is a very first test version to see how it could be done. We will provide a stable version in the future and will announce that on our announce mailing list. ====================================================================== OK, here is a quick-start-documentation: Prerequisites for a successful start ==================================== - free ports 25 (smtp), 80 (http), 443 (https), 3306 (MySQL) (shutdown all other webservers, MySQLs and mail servers on your box to be safe) - about 150 MB of free disk space on one drive, better take 200 MB - hardware which runs at a reasonable speed Installation ============ 1) download xampp-otrs_1_1_3_preview.exe: ftp://ftp.otrs.org/pub/otrs/misc/win32/xampp-otrs_1_1_3_preview.exe The file is 28,5 MB (29.939.336 Bytes) in size, the md5 is d41d8cd98f00b204e9800998ecf8427e 2) Unpack the file by double clicking it (7z-Selfextractor). Everything is contained in the directory 'xampp', so unpacking it to C:\, D:\, E:\ or another root drive is a good idea. 3) Double-Click 'setup_xampp.bat' and enter '1' to install *with* MOD_PERL. Start ===== 1) Double-Click 'all_start.bat' in the 'xampp' dir to initiate the start of Mercury, MySQL and Apache. 2) Point your Browser to http://localhost/ and click 'OTRS'. Click on 'Start OTRS...' 3) Enter 'root@localhost' as username - your password is 'root' (remember to change this ASAP!). Click 'Login'. What is missing? ================ CRON! At this time, no CRON is installed to work in the background. We are working on a perl based solution for that. We kindly ask you to use the Windows' Task Scheduler as described in http://doc.otrs.org/1.1/html/x111.html Credits ======= This Win32 Installer wouldn't be possible without Robert Kehl and the guys from apachefriends.org. Thank you for the great effort! :-) take care Stefan -- Stefan Wintermeyer [to Boggs on Scully's disappearance] Elvis in three states every day and yet no one saw a pretty woman being forced off the road in a rental car? (Mulder) "The X-Files"

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