March 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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Pending auto close
by Stefan Testa 03 Dec '04

03 Dec '04

Ok. This feels like a very stupid question, but what is the difference between "Pending auto close +" and "Pending auto close -"? Stefan

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RE: [otrs] Letting customers choose a FreeText option when they c reatea ti cket
by Covert, Jake 08 May '04

08 May '04

Didn't quite fix it. Here is the portion of my CustomerMessageNew.dtl: ======================== <form action="$Env{"CGIHandle"}" method="post" name="compose" enctype="multipart/form-data"> <input type="hidden" name="Action" value="$Env{"Action"}"> <input type="hidden" name="Subaction" value="StoreNew"> <input type="hidden" name="QueueID" value="$Data{"QueueID"}"> <input type="hidden" name="TicketID" value="$Data{"TicketID"}"> <input type="hidden" name="NextScreen" value="$Data{"NextScreen"}"> <input type="hidden" name="Action" value=="$Data{"AgentFreeText"}"> <table border="0"> <tr> <td>$Text{"To"}:</td><td>$Data{"ToStrg"}</td> </tr> <tr> <td>$Data{"TicketFreeKeyField1"}:</td><td>$Data{"TicketFreeTextField1"}</td> </tr> <tr> <td>$Text{"Subject"}:</td><td><input type="text" name="Subject" value="" size="60"></td> </tr> <tr> ======================== And I fixed the typo in my config. But the "TicketFreeTextField1" drop down list still doesn't appear. Any more ideas? -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Robert Kehl Sent: Monday, March 29, 2004 8:57 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Letting customers choose a FreeText option when they createa ti cket On Sunday, March 28, 2004 8:56 PM Covert, Jake <jake.covert(a)eds.com> wrote: >> choosing for the customer. Config.pm section below: >> 'Focus Area' => 'Department', 'Department' => 'Department', >> Now I'm trying to get this option to show up and be required when a >> customer creates a new ticket. I opened up CustomerMessageNew.dtl <tr> <td>$Data{"TicketFreeKeyField1"}:</td> <td>$Data{"TicketFreeTextField1"}</td> </tr> hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388 _______________________________________________ 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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Agent queue access right
by Yann RICHARD 07 Apr '04

07 Apr '04

Hi all, I have a question, I have agents and some queues Agent have access to some queues with rw right and to some other queues with ro right. When the user going to choose theirs custom queues, He have no way to know what access right he have on queues. Is there a way to change that ? Is there a way to give access to each user to his access right such as http://tipsy.uhb.fr/otrs/index.pl?Action=AdminUserGroup&Subaction=User&ID=28 but with read only ;) Yann -- o--------------------------------------------------------------o | Yann Richard | .oO| A2F4 1EFB 66B6 65F8 1093 E11A 3E0A 9DF6 72E7 DE9E | `--------------------------------------------------------------o

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FAQ Feature request
by Covert, Jake 07 Apr '04

07 Apr '04

Two FAQ-related feature requests: 1) Ability to put a FAQ entry into more than one category. 2) Ability to either delete an already existing category or at lease make it 'invalid'. Thanks. :-) ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com *********************************

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Feature Request: FAQ categories
by Covert, Jake 07 Apr '04

07 Apr '04

In the initial FAQ overview section, it lists categories that might not have entries in them. Example: I've created a category called "Unix Administration" for my techs. All the entries in this category are 'internal'. But when a customer takes a look at the FAQ page, they see this category in two places un-necessarily: 1) In the search category list 2) In the list of existing articles (category shows up w/o articles in it). ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com *********************************

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RE: [otrs] 1.2.2 questions
by Covert, Jake 01 Apr '04

01 Apr '04

http://doc.otrs.org/1.2/en/html/configfile-freetext.html <http://doc.otrs.org/1.2/en/html/configfile-freetext.html> Jake :-) _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Paul Stigaard Sent: Wednesday, March 31, 2004 1:29 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] 1.2.2 questions Hej igen, I noticed this tidbit in a much longer thread... Jake Covert asked: >>* Can you add a phone number field for the techs? And then, is there >>a way to use a variable to put this phone number in each Tech's >>signature? Robert Kehl replied: >I don't understand this. The idea of FreeText fields doesn't fit? While it seems that this wasn't what Jake was asking about, it may be something I've been trying to figure out... So my apologies if this is just a newbie issue, but I hadn't seen anything about FreeText fields - is the way to set this up documented anywhere in particular? We'd love to add about eight or ten required fields in the PhoneView screen, so that when our customer service agents can't take a call, the person who does take it has a better structure to follow that ensures they collect all the pertinent information. Then we won't have to call our customer back for more information before resolving the issue. (Yes, this is a training issue not a software issue, but required fields in the screen where they enter the information would help tremendously.) many thanks, Paul -- Paul Stigaard Operations Analyst Retail Lockbox, Inc.

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Problems with sending emails
by Andreas Bublitz 01 Apr '04

01 Apr '04

Hey Everyone, I am not able to send emails to an address outside of our local network. Inside the network everything works fine, but as soon as I send an email to our customers OTRS reports an error: Message: Can't send to: maetra(a)gmx.de! Enable debug for more info! Traceback (1148): Module: Kernel::System::Email::SMTP::Send (v1.6) Line: 128 Module: Kernel::System::Email::Send (v1.3) Line: 108 Module: Kernel::System::Ticket::SendArticle::SendArticle (v1.15) Line: 185 Module: Kernel::Modules::AgentCompose::SendEmail (v1.58) Line: 376 Module: Kernel::Modules::AgentCompose::Run (v1.58) Line: 78 Module: ModPerl::ROOT::ModPerl::Registry::D_3a_otrs_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 688 Module: (eval) (v1.66) Line: 184 Module: ModPerl::RegistryCooker::run (v1.66) Line: 184 Module: ModPerl::RegistryCooker::default_handler (v1.66) Line: 154 Module: ModPerl::Registry::handler (v1.99) Line: 16 I am sure this has something to do with the setting of CheckEmailAddresses in the config.pm file. But I don't know how to solve this. If I change the value of CheckEmailAddresses to 1 I get Server Error 500. Same thing if I just leave CheckEmailAddresses out. Thanks in Advance, Andreas Bublitz

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My Theme for 1.2.2 [was: Re: [otrs] Theme: RT looks]
by Carlos Canau 01 Apr '04

01 Apr '04

Hi all, I've "ported" and enhanced my theme to the new otrs 1.2.2. If anyone is interested, here's a page with a screenshot, some really basic instructions and a tar.gz. USE AT YOUR OWN RISK :-))) http://home.kqnet.pt/ccanau/1.2.2/ comments are welcome since this isn't yet fully tested :-) </canau On Wed, Aug 27, 2003 at 02:57:53PM +0100, Carlos Canau wrote: > > Hi, > > is there anyone working in Themes for OTRS ? Or collecting them on a > page ? > > I've setup a theme for the QueueView that tries to emulate the looks > of RT amongst other cool things (KILL button! :->). > > Here's a screenshot: > > http://home.kqnet.pt/ccanau/CapturaEcra.jpg > > If anyone what's it just ask :-), > </canau > > _______________________________________________ > 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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RE: [otrs] Use of uninitialized value CGI.pm line 35
by Tyler Hepworth 31 Mar '04

31 Mar '04

Due to moderator approvals, execessive message size, etc, I have sent the information your requested to your personal email address. It is all in an attached zip file: OTRS_MSSQL.zip. If you do not get the message or the attachment is stripped off for whatever reason, please feel free to contact me with an altenate method for getting the information to you. Regards, Tyler Hepworth > -----Original Message----- > From: Robert Kehl [mailto:robert.kehl@otrs.de] > Sent: Wednesday, March 31, 2004 12:08 AM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] Use of uninitialized value CGI.pm line 35 > > > On Wednesday, March 31, 2004 12:51 AM > Tyler Hepworth <TylerH(a)natr.com> wrote: > > Thanks for the reply. I downloaded the integrated > installer and set > > it up. Then I changed all of the config settings to point to MSSQL. > > Works like a champ. Thanks for the pointer. > > What changes to the configuration were necessary to let OTRS > use the MS SQL server? We would like to integrate them into OTRS. > > Regards, > > Robert Kehl > > -- > ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg > http://www.otrs.de/ :: Tel. +49 (0)6172 4832388 > > _______________________________________________ > 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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