September 2003 - otrs - OTRS mailing lists

Max. number of customers in Listbox?
by Lars Monsees 22 Sep '03

22 Sep '03

Is there any limitation on the number of customers that are displayed in the listbox ("search customer")? Lars

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Searching for customers in phone-view
by Lars Monsees 22 Sep '03

22 Sep '03

Is it possible to configure that the search should be looking for the text not only at the beginning but also in the middle of the entry? Example: "900001-0001 Jon Doe, Hamburg" <noone(a)home.de> I would like to search for "Hamburg" that is part of the customer´s lastname. Also, is it possible to configure that otrs should display not only id, first_name, and last_name but also other DB-fields that I added manually? (I know how to display them in zoom-view) Lars

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Escalation Lock message
by Isamar Maia 22 Sep '03

22 Sep '03

Hi FOlks, I have several users set in a queue configured with escalation time. When this time is expired, I get the following message: "Please answer this ticket(s) to get back to the normal queue view!" and the message is locked until I answer it. I know that it is the right procedure. That's what the escalation exists for. But, there is a way to limit this situation/feature only to some users? ./isamar -maia Networking/Helpdesk Oak Lawn Marketing Nagoya, Japan 052-800-7526 (Direct) 052-800-7524 (FAX) **************************** ----------------------------------------------------- Disclaimer This transmission may contain information that is confidential and privileged and intended only for the addressee. If you are not the addressee you may not use, disseminate or copy this information. If you have received this information in error notify us immediately. Thank you. ----------------------------------------------------- このメールに書かれている内容は、宛先に指定されている人にのみ有効な情報です。宛先以外の方は、このメールを転送・コピーしたり、情報を利用したりしないで下さい。もし、誤ってこのメールを受け取られた場合は、上記の差出人までご連絡下さるようお願いいたします。このメッセージは契約上の合意を発生させるものではありません。

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Customer View - Displayed Owner
by Lars Monsees 19 Sep '03

19 Sep '03

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

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Is there any todo-list?
by Lars Monsees 19 Sep '03

19 Sep '03

Hello. I´d like to know which features will be available (or planned) for the next versions. I didn´t find any link on the homepage, but I think this would be nice. Lars

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testmail - don't reply
by Robert Kehl 19 Sep '03

19 Sep '03

testmail - don't reply. thanks for your patience. Robert Kehl

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Customer-Authentication via Novell eDirectory
by Guenther Rasch 19 Sep '03

19 Sep '03

Hello! I´m trying to configure customer-authentication via Novell eDirectory but it works only with some users. The following error is reported via otrs System Log: error OTRS-CGI-1 Sizelimit exceeded What does it mean? Here´s my configuration: #CustomerUser #CustomerUser LDAP-Backend $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'klipanwcn01', BaseDN => 'o=kli_pa', SSCOPE => 'sub', UserDN => 'cn=ldap,o=kli_pa', UserPW => 'pw', }, CustomerKey => 'cn', CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['cn', 'mail'], CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenName', 'sn'], Map => [ ['UserSalutation', 'Title', 'title', 1, 0,'var'], ['UserFirstname', 'Firstname', 'givenName', 1, 1, 'var'], ['UserLastname', 'Lastname', 'sn', 1, 1, 'var'], ['UserLogin', 'Login', 'cn', 1, 1, 'var'], ['UserEmail', 'Email', 'mail', 1, 1, 'var'], ['UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var'], ['UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var'], ['UserAddress', 'Address', 'postaladdress', 1, 0, 'var'], ['UserComment', 'Comment', 'description', 1, 0, 'var'], ], }; Regards Guenther

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queueview list format
by Strange, PJ (Philippa) 19 Sep '03

19 Sep '03

Is it possible to view a list of tickets in queueview in the same format as the customer view? ie Ticket# <http://pip.itd.rl.ac.uk/otrs/customer.pl?Action=CustomerTicketOverView&Sort By=Ticket&Order=Up&Limit=> U / <http://pip.itd.rl.ac.uk/otrs/customer.pl?Action=CustomerTicketOverView&Sort By=Ticket&Order=Down&Limit=> D Age <http://pip.itd.rl.ac.uk/otrs/customer.pl?Action=CustomerTicketOverView&Sort By=Age&Order=Up&Limit=> U / <http://pip.itd.rl.ac.uk/otrs/customer.pl?Action=CustomerTicketOverView&Sort By=Age&Order=Down&Limit=> D Subject State <http://pip.itd.rl.ac.uk/otrs/customer.pl?Action=CustomerTicketOverView&Sort By=State&Order=Up&Limit=> U / <http://pip.itd.rl.ac.uk/otrs/customer.pl?Action=CustomerTicketOverView&Sort By=State&Order=Down&Limit=> D Queue <http://pip.itd.rl.ac.uk/otrs/customer.pl?Action=CustomerTicketOverView&Sort By=Queue&Order=Up&Limit=> U / <http://pip.itd.rl.ac.uk/otrs/customer.pl?Action=CustomerTicketOverView&Sort By=Queue&Order=Down&Limit=> D Owner <http://pip.itd.rl.ac.uk/otrs/customer.pl?Action=CustomerTicketOverView&Sort By=Owner&Order=Up&Limit=> U / <http://pip.itd.rl.ac.uk/otrs/customer.pl?Action=CustomerTicketOverView&Sort By=Owner&Order=Down&Limit=> D <http://pip.itd.rl.ac.uk/otrs/customer.pl?Action=CustomerZoom&TicketID=16> 2003091010000021 2 days 1 hour Emailing: brightjiscmail.[..] new mailtalk::ne[..] root@localho[..] <http://pip.itd.rl.ac.uk/otrs/customer.pl?Action=CustomerZoom&TicketID=15> 2003091010000011 2 days 2 hours Emailing: msg00455.txt new mailtalk::ge[..] root@localho[..] <http://pip.itd.rl.ac.uk/otrs/customer.pl?Action=CustomerZoom&TicketID=10> 2003090810000098 3 days 23 hours test closed succe[..] JISCmail Philippa <http://pip.itd.rl.ac.uk/otrs/customer.pl?Action=CustomerZoom&TicketID=9> 2003090810000089 3 days 23 hours test open JISCmail::ne[..] Penny <http://pip.itd.rl.ac.uk/otrs/customer.pl?Action=CustomerZoom&TicketID=8> 2003090810000071 3 days 23 hours test new JISCmail::de[..] root@localho[..] Also, if this would be possible then an additional enhancement would be to add a check box at the beginning of each which allows you to select multiple tickets to modify, either close, forward to another queue, delete or whatever. Thanks Philippa Strange JISCmail helpdesk

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Reassigning one ticket's contents to another ticket?
by Michael Gurski 19 Sep '03

19 Sep '03

Is it possible to easily re-assign (or append) the contents of one ticket in OTRS to be linked in under another ticket? The reason I ask is that the current ticket tracking system being used where I'm at has that functionality (either built-in or customized), since some people will send completely independent emails with what amounts to "followup" information to a pre-existing ticket. Currently, every incoming email generates a new ticket, which makes linking this followup info difficult (though not impossible). What I'd like to do is have some sort of "reassign" field on the ticket view (probably in the Zoom), to link in the new ticket. Modifying the .dtl and writing a module isn't a problem (I'm evaluating and adding customizations to OTRS now, and it's a *really* nice system compared to what I've worked with in the past). Basically, my plan is to have a custom module modify the matching articles, changing the ticket_id field in the article table, to point to the ticket being appended, then closing the ticket the articles originally came from (I realize some of the text within the articles will be referring to the other ticket number, but that isn't a problem). What I'm concerned about is that I might have missed something somewhere along the line that could mess things up, corrupt data, etc. Since the current lack is seen by some people as a "show stopper" for moving to OTRS, I'm hoping it's really as simple as I think it is. Thanks, Mike -- Michael A. Gurski (opt. [first].)[last](a)pobox.com http://www.pobox.com/~[last] 1024R/39B5BADD PGP: 34 93 A9 94 B1 59 48 B7 17 57 1E 4E 62 56 45 70 1024D/1166213E GPG: 628F 37A4 62AF 1475 45DB AD81 ADC9 E606 1166 213E 4096R/C0B4F04B GPG: 5B3E 75D7 43CF CF34 4042 7788 1DCE B5EE C0B4 F04B Views expressed by the host do not reflect the staff, management or sponsors. "The liberty of the individual must be thus far limited; he must not make himself a nuisance to other people." --John Stuart Mill (1806-1873)

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Lock timeout problems continue
by Wes Plate 18 Sep '03

18 Sep '03

Why is it that lock timeouts occur nowhere near the time amount they are set to in the preferences? My last lock timeout occurred after only 5 minutes! Is this an OTRS problem or a Linux problem or something else entirely? -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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