October 2004 - otrs - OTRS mailing lists

anyway to view and to reopen closed tickets
by Jason Joines 06 Oct '04

06 Oct '04

I would like to be able to view closed tickets and if necessary, re-open them. Is there anyway to do this? Jason Joines =================================

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default language ignored, still have English
by Tomasz Chmielewski 06 Oct '04

06 Oct '04

Hello, I would like to change the default language to German - so that when entering otrs/customer.pl or otrs/index.pl I could have all this "Username, Password, Create Account" on this pages in German, as I enter the page (without the need to change the language manually to German). I tried changing: $Self->{DefaultLanguage} = 'de' ; but it didn't change anything and English is still my default language. Anyone knows how to do it? Tomek ---------------------------------------------------------------------- Startuj z INTERIA.PL!!! >>> http://link.interia.pl/f1837

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Usage of freetext fields in article table
by DELINIERE-EXTERNAL Jean-Marc 06 Oct '04

06 Oct '04

Hi, i need to make time accounting and so reporting with informations stored in otrs. My problem, is to report time by queues et by agent, but when i move tickets from one queue to another i lost the infomation about the queue the time was spent in. Can i use article.freekey and article.freetext to store this information, or somebody have planned to use them in future releases. Regards Jean Marc Deliniere

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RE: [otrs] OTRS newbie - Customisation questions
by James Pickard 06 Oct '04

06 Oct '04

Hi Li, Thanks for that. James IT Support Officer St Hildas College The University of Melbourne College Crescent Parkville Victoria 3052 9248 8401 jpickard(a)hildas.unimelb.edu.au <mailto:jpickard@hildas.unimelb.edu.au> ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Volker.Lipper(a)de.mecglobal.com Sent: Tuesday, 5 October 2004 4:45 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] OTRS newbie - Customisation questions Hi James, you have to take a look at the files named *.dtl located in your ...../Kernel/Output/HTML/Standard or Lite directory. best thing woul be to copy the whole path to ...../Kernel/Output/HTML/ThisIsMyFirstAttempt. then you have to get this theme into the theme table in your database. (name must be the same as the name of the dir.) Now you can already select the theme in your Utilities page. And you may start with the file CustomerHeader.dtl or CustomerFooter.dtl Have a lot of fun Li otrs-bounces(a)otrs.org schrieb am 05.10.2004 06:47:06: > Hi there, > > I'm new to this list, and to OTRS. I was hoping to get some > information on how to customise the 'templates' for the user interface etc.? > > Things like: > > > LOGO > > COMPANY NAME > > > I would like to change to our details. > > It's located at: > > http://helpdesk.hildas.unimelb.edu.au/otrs/customer.pl > > How do I access this to change it? I have had the server setup > running Linux (slackware 9.1), have full access, but would like to > know how I change it J > > Thanks in advance, > > > James > > > IT Support Officer > St Hildas College > The University of Melbourne > College Crescent > Parkville > Victoria 3052 > 9248 8401 > jpickard(a)hildas.unimelb.edu.au > _______________________________________________ > 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/

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Install
by Brian Ronk 05 Oct '04

05 Oct '04

Ok, I was finally able to get back to my server here. I got SuSE 9.1 installed again to try YaST, and got it to work as well. So now I have Apache2, and MySQL installed (although neither start automatically at the moment, but since this is just a test server, that's ok) The problem with Apache, though, is that when I try to start it, I get an error. It is in /etc/apache2/conf.d/otrs.conf, line 10. Invalid command Perlrequire. Is this correct, or should it be changed. I installed 1.31 with an rpm. Thanks. -- Brian Ronk System Administrator BookMasters, Inc

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multiple OTRS instances - on Apache 2.0 only?
by Tomasz Chmielewski 05 Oct '04

05 Oct '04

Hello, I'm running Apache 1.3 and I would like to run multiple OTRS instances on this machine (on one IP, both on port 80). Is it possible? Or is it possible only with Apache 2.0? Whenever I'm trying to have two instances, located in /opt/otrs and /opt/otrs02 and I log in to this /opt/otrs02, I end up in /opt/otrs username/database anyway. I think this is the same as in this post: http://lists.otrs.org/pipermail/otrs/2003-March/001198.html [otrs] roblem Running Multiple Instances of OTRS Any help appreciated. Tomek ---------------------------------------------------------------------- Portal INTERIA.PL zaprasza... >>> http://link.interia.pl/f17cb

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Hms.. wierd error after upgrade
by Patrik Forsberg 05 Oct '04

05 Oct '04

Hi.. I've just upgraded our OTRS system from 1.2.3 to 1.3.1-01 and it worked like a charm :)) While at it I thought I'd add the pre-load stuff to speed things up abit.. but failed.. Without the Perlrequire everything works like it should but after adding the Perlrequire to apache I get the following error: < null: Can't locate object method "ArticleStorageInit" via package "Kernel::System::Ticket" (perhaps you forgot to load "Kernel::System::Ticket"?) at /opt/otrs//Kernel/System/Ticket.pm line 189. > I do have the Kernel::System::Ticket in apache-perl-startup.pl tho... I tried ripping it out Kernel::System::Ticket got a whole other error. I ran "perl -cw apache-perl-startup.pl" and it reported that the syntax is OK. Anyone knows why this happends ? would be nice to be able to use the Preloading.. System setup: FreeBSD 5.2.1-RELEASE-p8 Apache 1.3.28 with mod_perl 1.28 Perl 5.6.1 Hoping for help on this, Patrik F

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RE: otrs Digest, Vol 15, Issue 6
by Cameron Charles 05 Oct '04

05 Oct '04

Thanks for the link Martin, but I am not having any luck opening it: ------------------------------ Message: 4 Date: Fri, 01 Oct 2004 18:47:27 +0200 From: Martin Edenhofer <me(a)otrs.de> Subject: Re: [otrs] Phone View - Text Templates? To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <415D8A1F.3030706(a)otrs.de> Content-Type: text/plain; charset=windows-1252; format=flowed Hi Cameron, I'm not sure, maybe you are looking for something like that (just a easy link): http://host/otrs/index.pl?Action=AgentPhone&Subaction=StoreNew&ExpandCustome rName=2&Dest=11%7C%7CReisen&=&=&Subject=Anruf+Notiz&Body=Anrufer%3A%0D%0AR%F Cckrufnummer%3A%0D%0ADatum%3A%0D%0AGrund%3A%0D%0A -Martin Cameron Charles wrote: > Is it possible (or planned) to allow for the Text: field to have > templates based on the To: field requested? > > For example, In the To: field you select Phone Message it populates > the Text: field with a template something like this: > > > > Phone Number: > > ----------------------------------------------- > > First: > > Last: > > ----------------------------------------------- > > Info: > > > > > > > > If I have this right, the Queue section dictates the field choices you > have in the To: field so this feature would be tied to the Queue > section correct? > > Thank You > > Cameron > > > ------------------------------------------------------------------------ > > _______________________________________________ > 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/ --

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how do I stop truncated notifications/follow-ups
by Robin Mordasiewicz 05 Oct '04

05 Oct '04

When a user takes out a new ticket a notification is sent out to the owner of the qeue but the notification does not show the whole message that the ticket holder wrote. When viewing the message in the web front end it looks fine. I would just like to be able to view the whole untruncated ticket information in the notification or follow up which is sent. --

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Owner list not fully populated under Phone-Ticket
by OTRS main list 05 Oct '04

05 Oct '04

When creating a ticket under "Phone-Ticket", after choosing the queue, the list of owners in the pulldown does not reflect the full list of possible ticket owners. Strangely, it lists _some_ of them, but not all. I noticed another post about this some time ago, but no satisfactory resolution. (I am using OTRS 1.3.1.)

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