January 2004 - otrs - OTRS mailing lists

How can I add some new internal Note Types
by Matthias Wegner 22 Jul '05

22 Jul '05

Hi OTRS Mailers, I would like to add some new Internal Note Type "Wartung". I added the new type to the "Article_type" table. But, as i understand it, i have to modify the "Default.pm" script. This is what i did: $Self->{DefaultNoteTypes} = { 'note-internal' => 1, 'note-external' => 2, 'note-report' => 3, 'Wartung' => 4, }; But even after this modification the drop Down Box of the "note" Form only lists "note-internal". What else is necessary ? Thank you. Matthias Wegner

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Multiple Customer Forms
by Matteo 03 Feb '04

03 Feb '04

Hello, I trying to configure OTRS in this situation: 2(A-B) Users (Operators, login in the agent) 2(X-Y) Company 1 customer that is customer of X and Y 1 queue named for the company X 1 queue named for the company Y The operators can wiew all TT of all company and respond to all. The customer can open TT mailing two mail address that are routed to the properly company queue. And here all it's ok! BUT If I want to permit Customer to use customer.pl, my customer will see ticket open with company A and ticket with company B. That's a bad thing. And another problem it's that i can't have 2 different customer.pl with different skins(theme). How I can solve this? I need to create two different customer.pl view that filter queue id of company that i need to operate. And obviusly show the correct theme. Thanks in andvance and sorry for my bad english:)) Bye Matteo

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Questions about ticket lock
by Brice Levy 02 Feb '04

02 Feb '04

Hi, I'm trying to have unlock timeouts working on the system but it won't. I've set up a 1 minute unlock timeout for Postmaster Queue (which receives all tickets). I create a new ticket via customer interface. I can see the ticket appear in the Postmaster queue, the state is new, and it is not locked. I lock the ticket in the zoom view, the ticket is still new, but locked. Now, I wait a couple minutes and launch the UnlockTickets.pl script from the command line : -- # bin/UnlockTickets.pl --timeout UnlockTickets.pl <Revision 1.14> - unlock tickets Copyright (c) 2002 Martin Edenhofer <martin(a)otrs.org> Unlock old tickets: -- The ticket is still locked. Same if I wait for the cronjob to do it. Using '--all' actually unlocks the ticket, though. What criteria must the ticket match to be unlocked with --timeout ? Did I miss something ? Thank you, Brice

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postresql update
by Hans Scheffers 31 Jan '04

31 Jan '04

Hi all, I think in the update scripts for postgres there is an error. Twice there is a column added with attribute 'NOT NULL'. This isn't allowed in postgres, first you have to add the column and after that you should alter it with ' alter table alter column set not null' Grtz -- Hans Scheffers

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otrs4win32-1.2.0-beta1.exe released
by Robert Kehl 31 Jan '04

31 Jan '04

Today we present to you the first public beta of OTRS 1.2.0 beta 1 in the OTRS for Windows32 Installer: otrs4win32-1.2.0-beta1.exe (29 MB) ftp://ftp.gwdg.de/pub/misc/otrs/misc/win32/otrs4win32-1.2.0-beta1.exe MD5: 74e5c68e90f8c00872bed43e76dede63 It is based on OTRS 1.2.0 beta , about 10MB smaller in size. These are the most important changes: - using OTRS 1.2.0 beta 1 now - using OTRS web installer now - speeded up start of installer - webserver check now uses retryabortcancel - delivering several *.dist instead of the originals to prevent overwrite - localized almost every string displayed to user - improved service management (apache installs cleanly now) - starts ApacheMonitor.exe and/or WinMySqlAdmin.exe on user's behalf - uninstaller allows removal of $WINDIR\my.ini - renamed Uninstaller to 'Maintenance' - mouse-overs in uninstaller - fixed invalid path in perltest.cgi - fixed PmaAbsoluteUri in phpmyadmin - added conf.d directory to Apache holding user configurations - changed absolute references to 127.0.0.1 and localhost to relative - remove old uninstall-otrs4win32-*.exe from $INSTDIR - using LZMA compression - allowing spaces in program location - substituted Start Page with OTRS' Login Page The INSTALL document can be found at http://doc.otrs.org/cvs/en/html/install-win32.html#OTRS4WIN32 Please be so kind to direct all questions and answers to this mailing list. You are encouraged to file reports on bugs (if you found some) via http://bugs.otrs.org/ We would very much like to hear from your experiences with this software. Thank you for your help! With highest regards, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388

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Dispatch on sender
by Hans Scheffers 30 Jan '04

30 Jan '04

Hi, is it possible to put mail in a queue, depending on the sender/ For example: mail from cron@system -> cron-queue grtz -- Hans Scheffers

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Sending reply often hangs...
by Eduard de Boer 30 Jan '04

30 Jan '04

Hi all, I am new to this list since today and I started to implement OTRS on an OpenBSD 3.4 system. It works nicely, I've got my own procmail filters working, but I've got a question. It's very often that when I try to send a reply after entering it, the software doesn't get back to a normal state again: my browser is timing out, but the mail nevertheless gets sent. I'm using OTRS version 1.1.3. Anyone an idea? Thank you and regards, Eduard.

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Easy-create new CustomerUser?
by Joseph Saracino 30 Jan '04

30 Jan '04

Feature Request/Suggestion: When getting a customer history (for example, by clicking on the CustomerID in the zoomed ticket view), it would be very useful if there was a link to auto-create a CustomerUser record if one didn't exist. Some background: We're interested in grouping (and searching) our tickets by the company they originate from. Because there doesn't appear to be a way to search based on the Group, our current approach is to use a FreeTextKey/Value pair to designate the "Company" and "company name" in each ticket. In addition we use the "Comment" field in the Customer data to designate the company they are associated with. When a new ticket comes in from an existing CustomerUser, I've modifed NewTicket.pm to auto-fill in the appropriate Key/Value based on the "Comment" field in the CustomerUser record. Basically, we use the "Comment" field as a way to associate a CustomerUser w/ a company. For new/unique email addresses, it's a bit cumbersome to go back to the admin interface and create a new CustomerUser record, when all the info we need is in there in the history page. It would be very helpful if there was a way to easy-create (or auto-create) a new CustomerUser at this point. I realize this may complicate some permissions issues, however, it seems like a logical addition to this page. Or, is there another way to do what I'm trying to do? Thanks again for the kick-ass system :) -- Joe

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OTRS is great! (but I have some questions)
by Mike Edwards 29 Jan '04

29 Jan '04

It is nice to have a clean, browser-independent ticket system that interfaces so nicely with e-mail. (We've never had a ticket system at all before, so I would have liked nearly anything, but OTRS looked like the best fit for us anyway.) There are a few questions I have, though, that the documentation is not quite clear on: 1. Is there a way to set it so that a given ticket will automagically be assigned an owner (other than root)? Maybe on a per-queue basis? 2. It seems that I have to go through Utilities to see all open tickets. It would be nice to see all the tickets that I own when I log in. 3. How do the "next ticket states" work? I set a ticket to "pending auto-close+" but the ticket did automatically close. If someone could describe each possible ticket state, that would be helpful! 4. What is the purpose of locking and unlocking tickets? Is a locked ticket unavailable to anyone but the owner? Sorry if these have been asked before, but I couldn't find a search mechanism for the list. TIA, Mike -- Mike Edwards, MIS Edwards Graphic Arts 2700 Bell Ave Des Moines, IA 50321 voice: 515.280.9765 x128 fax: 515.280.9631 e-mail: Mike.Edwards at ega.com text pager: medwards at vtext.com (160 char limit)

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Language problem
by Mark (Because We Can) 29 Jan '04

29 Jan '04

Hi there.. Been using OTRS for a short while - absolutely fantastic ;-) I have a slight problem. When i click on any of the "compose answer (email)" options that i have setup, for certain users, the header and footer appear in German although I have the defaults set to english. I though this may be something to do with my customer accounts, but have checked that the users are set to use the english language. Any ideas?

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