September 2003 - otrs - OTRS mailing lists

RE: [otrs] Is it possible to change the order of priorities in ot rs ?
by Drnak Marek 24 Sep '03

24 Sep '03

Dear Martin, we did it like this, it works, order was changed. But the background color stayed the same as before, so we have now prio 1 tickets (highest) grey and lowest (prio 5 tickets) red coloured. Pls let us know, how to change also the color of ticket to be corresponding. Thanks a lot Marek -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Monday, August 25, 2003 8:13 PM To: otrs(a)otrs.org Subject: Re: [otrs] Is it possible to change the order of priorities in ot rs ? Hi guys! On Wed, Aug 20, 2003 at 09:35:59AM +0200, Drnak Marek wrote: The "id" gives the order of the priority. -=> 1 = min, 5 (or higher) = highest. The number in front of the priority name is to show the order correctly in the webinterface. The name is free settable. So you could do this like: +----+-------------+ | id | name | +----+-------------+ | 1 | 5 very low | | 2 | 4 low | | 3 | 3 normal | | 4 | 2 high | | 5 | 1 very high | +----+-------------+ by updateing the name fields. That's all! :) PS: If you want to change the default priority names, read the online doc carefully and set the new default priority names in Kernel/Config.pm. -=> See http://doc.otrs.org/1.1/html/priority.html > Dennis B. 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

1 0

Re: [otrs] Status- and Owner-Change-Emails in German
by Paul Rhein 23 Sep '03

23 Sep '03

Hi Stefan, You should not make those changes to Defaults.pm but rather to ../Kernel/Config.pm BTW: Defaults.pm is meant as an example file for all the possibilties in Config.pm. and will be overwritten with new releases. It might help to restart apache after you copied the changes to Config.pm. have fun -p. lanz@opaia.de@otrs.org on 23-09-2003 14:43:36 Please respond to "User questions and discussions about OTRS." <otrs(a)otrs.org> Sent by: otrs-bounces(a)otrs.org To: otrs(a)otrs.org cc: Subject: [otrs] Status- and Owner-Change-Emails in German Hello, i need a little help from you: I wanted to translate the automatic Status- and Owner-Change-Emails, so i translated the lines into german in the Defaults.pm (in Config-Directory). Unfortunately ist didn't work. Now i looked for the strings in the other files of otrs, but i didn't find them anywhere else. Could you please help me? Thanks a lot! Greetings from Lake-of-Constance to all otrs users Stefan _______________________________________________ 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 Support oder Consulting für Ihr OTRS System? > http://www.otrs.de/

2 1

ShowCustomerSelection config parameter does not work
by Reiner Platten 23 Sep '03

23 Sep '03

Hello, i have installed OTRS 1.1.3 from the rpm file for SuSE 8.x. I try to configure a "multi group" environment according to Chapter 19 of the documentation. All seems to be fine but the suggested setting of # ShowCustomerSelection # (show customer selection in phone and change customer view # - disable this for ASP!) [0|1] $Self->{ShowCustomerSelection} = 0; does not work. Any idea...? -------------------------------------------------------------- Reiner Platten, Danet GmbH, GS-ES Gutenbergstrasse 10, D-64331 Weiterstadt Tel.: +49 6151 868 105 Fax.: +49 6151 868 666 mailto: platten(a)danet.de WWW: http://www.danet-is.de --------------------------------------------------------------

1 0

Status- and Owner-Change-Emails in German
by lanz＠opaia.de 23 Sep '03

23 Sep '03

Hello, i need a little help from you: I wanted to translate the automatic Status- and Owner-Change-Emails, so i translated the lines into german in the Defaults.pm (in Config-Directory). Unfortunately ist didn't work. Now i looked for the strings in the other files of otrs, but i didn't find them anywhere else. Could you please help me? Thanks a lot! Greetings from Lake-of-Constance to all otrs users Stefan

1 0

Queues and storage
by Nicolas Horchower 23 Sep '03

23 Sep '03

Hi all, Is there a doc where I can find how otrs store emails/tickets ? I saw that they are duplicated to DB and FS, why ? About FS, is it possible to split them in queues (one file per queues). About scale, I'm trying to determine if the product is well adapted to our business, how many tickets are reasonable to manage ? What is the impact of selecting ArticleStorageFS ? Same for StaticDB ? PS : our hardware is an Intel Lion (IA64) and we plan to receive 1K new tickets / day split in 3 or 5 main queues (maybe 3 or 5 different otrs). The main point wasn't the tickets per day but the history. BTW : is there an update about linking otrs to a bug tracking system ? Thanks for your work ;) ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Nicolas HORCHOWER Group IT Manager TGS Europe

1 0

Bug with PhoneDefaultSubject (?)
by Lars Monsees 23 Sep '03

23 Sep '03

Hello, I want a new ticket (created in phoneview) to not have a default subject. Therefore I copied the following text from Defaults.pm to Config.pm. # default note subject $Self->{PhoneDefaultSubject} = ''; # default note text $Self->{PhoneDefaultNewNoteText} = ''; It wasn´t necessary to restart httpd or otrs for the "NewNoteText" to be empty. But it didn´t work for the subject. I then restarted httpd and otrs but nothing changed. I used 'test' instead of '' and this didn´t work either. Did I forget something or could this be a bug? Lars

1 0

Reminder-Mails on a weekend
by Lars Monsees 22 Sep '03

22 Sep '03

Is it possible to configure that reminder-mails aren´t sent on a weekend? Opening my mailbox this morning I found 70 new mails (for only two tickets) =) Lars

2 1

Suggestion: Sorting TicketView
by Lars Monsees 22 Sep '03

22 Sep '03

Hello, it would be nice if I could configure a default sort-order for my locked tickets. Lars

1 0

RE: [otrs] Customer View - Displayed Owner
by Lars Monsees 22 Sep '03

22 Sep '03

Ok, I found this in "CustomerStatusViewTable.dtl" <td>$Data{"Owner"}</td> Changed it to: <td>$Data{"UserFirstname"} $Data{"UserLastname"}</td> (also tried "OwnerFirstname" and "AgentFirstname") In CustomerView the name is not displayed. Obviously, the data isn´t fetched or I mispelled something. I couldn´t find where this data-object is created. What can I do? Lars > -----Original Message----- > From: otrs-bounces(a)otrs.org > [mailto:otrs-bounces@otrs.org]On Behalf Of > Robert Kehl > Sent: Saturday, September 20, 2003 1:52 AM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] Customer View - Displayed Owner > > > Again, it's the *.dtl files and stuff. You might wait for later > versions, where probably additional features are added that allow > choosing of the display item. > > hth, > > Robert Kehl > > ----- Original Message ----- > From: "Lars Monsees" <l.monsees(a)atlantisgmbh.de> > To: "Otrs (E-Mail)" <otrs(a)otrs.org> > Sent: Friday, September 19, 2003 12:13 PM > Subject: [otrs] Customer View - Displayed Owner > > > Hello. > > In the customer view, there is a row for the owner. > At present, the agent´s login name is displayed. What do I have to > change to display the agent´s real name? > > > Lars > _______________________________________________ > 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 > Support oder Consulting für Ihr OTRS System? > =http://www.otrs.de/ > > > _______________________________________________ > 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 > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ >

1 0

RE: [otrs] Searching for customers in phone-view
by Lars Monsees 22 Sep '03

22 Sep '03

That?s it! Thanks. It?s great that otrs is this configurable! Lars > -----Original Message----- > From: otrs-bounces(a)otrs.org > [mailto:otrs-bounces@otrs.org]On Behalf Of > Martin Edenhofer > Sent: Monday, September 22, 2003 7:16 AM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] Searching for customers in phone-view > > > Hi, > > On Sat, Sep 20, 2003 at 01:50:16AM +0200, Robert Kehl wrote: > > use *Hamburg* as search string. > > > > For advanced viewing features, dive into > > /opt/otrs/Kernel/Config/Defaults.pm. double the > appropriate parts in > > your /opt/otrs/Kernel/Config.pm to customize them. Do not edit > > Defaults.pm directly. > > <snip> > > Here is also the online documentation link for customizing > the customer > user database layout and the CustomerUser map. > > http://doc.otrs.org/1.1/html/customer-user-backend.html >

1 0