September 2003 - otrs - OTRS mailing lists

Customer User to see Queue
by Nagies Stefan 05 Sep '03

05 Sep '03

Hi all... it wasn't actually me writing in German... i was on the the road and asked a collegue to write a note but anyway.... it is an important feature for me that i can organize customers in groups and that a customer can see all tickets of that group. ...since i can't give all customers in that group the same id is it possible to use the agent view and pass on some generic auth in the request.? thanx ********************************************************************** This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. This footnote also confirms that this email message has been checked for the presence of computer viruses. ******************************************************************

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Re: [otrs] Is it possible to use auto-reply only for Ticker that are created via the customer-interface ?
by Pedro Rebelo 04 Sep '03

04 Sep '03

On my tickets, when I click on the History tab, it shows a followup right after the auto-reply response. How can I disable these annoying followups ? Thanks -- Mensagem Original -- De: Martin Edenhofer <martin(a)edenhofer.de> Para: "User questions and discussions about OTRS." <otrs(a)otrs.org> Enviar: 04/09/2003 Assunto: Re: [otrs] Is it possible to use auto-reply only for Ticker that are created via the customer-interface ? Hi Dennis, On Wed, Sep 03, 2003 at 02:42:42PM +0200, Dennis.Buehring(a)net-and-works.de wrote: > i dont want the agents to receive the auto-replies. > I want auto-replies only to be send when a customer creates a ticket via > the customer-interface. In this case you need to create a agent-raw queue with no auto-reply. A auto-reply is just configurable for a queue (not for sender source types). > mfg > Dennis Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Old programmers never die. They just branch to a new address. _______________________________________________ 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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Is it possible to use auto-reply only for Ticker that are created via the customer-interface ?
by Dennis.Buehring＠net-and-works.de 04 Sep '03

04 Sep '03

Hi, i dont want the agents to receive the auto-replies. I want auto-replies only to be send when a customer creates a ticket via the customer-interface. pls help me !!! :) mfg Dennis

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Support for customer/company/employee/contact persons
by Gerold Gruber 04 Sep '03

04 Sep '03

Hi OTRS, as far as I saw and understand OTRS (1.0, 1.1.1), there is currently only the single caller/mail writer as customer model implemented. I am looking for support for a customer (which means a company with possibly several employees/ contact persons) model, which would make it possible to use OTRS in much more companies as with the simple structureless idea of the "patient". If there are such intentions and manpower is the missing thing, I'm willing to invest into such an implemention with a little team of software developers. So pls let me know, if I have overseen existing things, or if anybody else in interested in such a beast. Greetings Paul (aka Gerold Gruber)

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Delete Customers + ChangeSystemEmailAddress
by Karb, Eduard 04 Sep '03

04 Sep '03

hi guys, 1. how can i delete customer-accounts? i dint find a delete-option in the web-interface... 2. If i reply to tickets, OTRS uses the right email-address for sending ( otrs(a)xxx.de) but if a customer creates an account, he gets a reply from another email-address ( user(a)xxxx.de) how can i change that?? thank you

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AW: [otrs] Combine Customer DB with Portal
by Nagies Stefan 04 Sep '03

04 Sep '03

Hallo... wie configuriere ich denn das ein kunde alle tickets eines queues sehen kann....? _____ Von: Martin Edenhofer [mailto:martin@edenhofer.de] Gesendet: Di 02.09.2003 23:26 An: User questions and discussions about OTRS. Betreff: Re: [otrs] Combine Customer DB with Portal Hi Stefan, On Mon, Sep 01, 2003 at 10:30:44AM +0200, Nagies Stefan wrote: > i am running OTRS and i am quite happy with it.. > > we also have a portal that uses a mysql db for user authentication... what i > would like to do is to tell otrs that customers log on and are authenticated > with that other db...how do i do that? In this case you need to patch Kernel/System/CustomerAuth/DB.pm because it's not a generic database auth module. > Stefan Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ <http://martin.edenhofer.de/> -- "Security is a process, not a product." - Bruce Schneier _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs <http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs <http://lists.otrs.org/cgi-bin/listinfo/otrs> ********************************************************************** This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. This footnote also confirms that this email message has been checked for the presence of computer viruses. ******************************************************************

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Archiving solution
by Koller Daniel 04 Sep '03

04 Sep '03

Hi, We experienced the growth of the otrs ticket database; is there a solution for archiving solved tickets? (means removing tickets from the database in order to reintegrate the if needed, Kind regards, Daniel

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RE: How to deal with calls from new customers?
by Ben Gladstone 04 Sep '03

04 Sep '03

jonathan - we've hit the same issue and solved it with a little hacking of html forms. the agent enters the caller into a name & email form, and the next page they see is the phoneview form with that caller already entered as a valid user. Note: - agent needs to be logged in to otrs first - caller will get a new-user-email. we dress this up as a courtesy/privacy notice. - you no longer have a functional customer self-entry point. you could get around this by more serious code work 1. new entry page: has the 'create new customer' form from the customer entry page. It posts title, firstname, lastname and email to customer.pl with action=CustomerCreateAccount. This takes the user's name & email and creates them as an otrs user. You will then get... 2. ...the response page from customer.pl which is CustomerLogin.dtl, now modified to be a blank page with the customer lookup form from the phoneview page. The body of this page is <body onLoad="document.compose.ExpandCustomerName.value='1'; document.compose.submit(); return false;" > <form action="http://ourdomain.com/otrs/index.pl" method="post" name="compose"> <input type="hidden" name="Action" value="AgentPhone"> <input type="hidden" name="Subaction" value="StoreNew"> <input type="hidden" name="ExpandCustomerName" value="0"> <input type="hidden" name="SelectedCustomerUser" value=""> <input type="hidden" name="TicketID" value=""> <input type="hidden" name="From" value="test3(a)usersdomain.com"> </form> </body> 3. this blank page auto-submits itself and takes you into the phoneview page with the new customer already selected. - ben ------------------------------ Message: 4 Date: Wed, 3 Sep 2003 08:49:07 -0700 From: "Jonathan Cutting" <jcutting(a)integratedbio.com> Subject: [otrs] How to deal with calls from new customers? To: <otrs(a)otrs.org> Message-ID: <97B18AEA3BE6D44AB32B9216D8FD3E3734168E(a)napa-mail.integratedbio.com> Content-Type: text/plain; charset="iso-8859-1" Hi, What is the recommended way of dealing with calls from new customers? For example, someone calls a help desk who doesn't exist as a 'customer' in OTRS. How can an agent (without admin privileges!) enter in information about a new customer? Right now it won't let me create a new ticket in PhoneView without selecting a valid customer in the From field. Is there something that I'm missing here? Jonathan

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RE: [otrs] <OTRS_CUSTOMER_FIRSTNAME>
by Ron Shannon 04 Sep '03

04 Sep '03

Go to AdminArea, select Salutations, then select and edit ("change") the "system standard salutation (en)" or create your own new one. In either case, a customize field shouldn't be necessary, just edit the free text in the standard salutation form. Ron -----Original Message----- From: Adrian Noble [mailto:anoble@cohasset.com] Sent: Wednesday, September 03, 2003 9:20 AM To: otrs(a)otrs.org Subject: [otrs] <OTRS_CUSTOMER_FIRSTNAME> Hi, Is it possible to create customized fields in our auto-responses? We would like to be less formal in our replies and have something like: Hi <OTRS_CUTSOMER_FIRSTNAME>, rather than: Dear <OTRS_CUSTOMER_REALNAME>, Is there a way to create this? Thanks, Adrian _______________________________________________ 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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Stats question
by Covert, Jake 04 Sep '03

04 Sep '03

I see on the stats page, there are some numbers presented about the system as a whole. These are: State Tickets open 30 new 24 closed successful 2076 closed unsuccessful 138 pending auto close+ 2 pending reminder 1 all 2271 I would like to know how I can add a couple of these to the 'ticket_history_type' table that feeds the mkStats.pl script? Having: closed successful, closed unsuccessful, pending auto close+, pending reminder, and pending auto close- In that table would really help out, as we could then chart those on a month-by-month basis, instead of 'since the beginning of time'. Appreciate your thoughts on how I might do this. P.S. As an aside note, when pairing down the specific stats you want displayed, using Alex's code chunk, if you want to reference an ID from the ticket_history_table that's more than one digit (ala, 14 or 35), just put the number in single quotes: '23' or '25', otherwise, it will read only the first digit. Cheers, :-) ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com <http://www.eds.com> *********************************

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