March 2004 - otrs - OTRS mailing lists

RE: [otrs] 1.2.2 questions
by Paul Stigaard 31 Mar '04

31 Mar '04

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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RE: [otrs] feature request: query "time_accounting" for all ticke tsofcustomer x
by Paul Stigaard 31 Mar '04

31 Mar '04

Hej folks, Kai Bühler wrote: >we also discussed the statistics some weeks ago with Martin Edenhofer and we think we will enhance >the statistics part in the next weeks and contribute our work to the OTRS product. > >Feel free to send us your ideas or requests you would like to see in otrs-stats part. Yes, please, I'd love to see the ability to create reports not on agent performance, but on the types of issues - how many issues in a given time period were associated with any given response (ie how many of each type of issue we're seeing) - this is actually the main reason why we're implementing OTRS (once we fix the hardware issues on that box). We only have a handful of customer service agents, and know exactly how much work they're doing, we just need accurate numbers regarding the issues they're seeing. Yes, I realise that this isn't the primary task OTRS was designed for, but it's the only solution we can find that doesn't cost an arm and a leg. Right now we're comparing MySQLCC and PHPMyAdmin as effective ways to create such reports with an interface that will give everyone who needs custom reports the ability to create them. btw, I'm trying my best to send this in plain-text without any attachments, but at this point, I haven't determined if that's even possible with this Outlook/Exchange format... Paul Stigaard

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Compose e-mail signature
by Paul 31 Mar '04

31 Mar '04

Hi all, Is it possible without modification to have the signature display in the compose e-mail screen in 1.2? Agents are finding it confusing and are adding a signature of their own when composing new e-mails. Ideally I'd like to see the signature associated with the particular queue appear in the edit box. It'd also be nice to be able to create "responses" available in the compose area as well. Perhaps with a way of linking them to queues and compose. Thanks! Paul

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Possible bug when changing a user's email address
by Covert, Jake 31 Mar '04

31 Mar '04

I'm trying to change a customer's email address via the "Customer User" panel. I find the user (via the list, his old email address) and hit change. I updated the necessary fields (Login/Email/CustomerID) with his new email address and hit change. Got this: ================================================= Error: No such user! Traceback: ERROR: OTRS-CGI-13 Perl: 5.6.1 OS: MSWin32 Time: Mon Mar 29 14:06:58 2004 Message: No such user! Traceback (1588): Module: Kernel::System::CustomerUser::CustomerUserUpdate (v1.17) Line: 171 Module: Kernel::Modules::AdminCustomerUser::Run (v1.9 ) Line: 100 Module: Apache::ROOT::otrs::index_2epl::handler (v1.66) Line: 687 Module: (eval) (v2.01) Line: 149 Module: Apache::Registry::handler (v2.01) Line: 149 ================================================= Using 1.2.2 on Windows. Built in OTRS customer backend. Before the 1.2.2 upgrade, this was an action that worked fine (1.1.2). Appreciate your thoughts. :-) ********************************* 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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Graphs and Reports
by Matt Wentworth 31 Mar '04

31 Mar '04

>>Where _exactly_ did you download the rpm you used for the upgrade? What >>is the exact filesize of the rpm? Did you check the MD5 signatures? I'm believe I downloaded the file from otrs.org. 4162964 Feb 17 12:43 otrs-1.2.1-01.i386.rpm I see that there is an otrs-1.2.2-01.i386.rpm listed for download now. Perhaps I should try and upgrade to the most recent version? >>visit http://rpm.pbone.net/index.php3 and search for these RPMs, as RPMs >>are the best way to upgrade software on a RH system (Good choice, btw): >>perl-GD, perl-GD-Graph, perl-GDTextutil Great success with this! Far easier than trying to figure out the problems with installing modules through CPAN. Graphs are now working! :) Robert are you one of the developers on this software? You've been very helpful thank you. I checked on the site but didn't see a section for donations, do you have plans for pay pal donations at some point? Matthew Wentworth IT Administrator City of Dover, NH 288 Cental Avenue Dover, NH 03820-4169 e-mail: m.wentworth(a)ci.dover.nh.us phone: 603-516-6099

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"Link" menu
by Teodor Georgiev 31 Mar '04

31 Mar '04

Hi, I have never used up to now the "Link" feature of a ticket. As I can guess it is used to link a ticket to several other ones. But I still can not get the sense of this. Would someone like to explain the usefulness of this feature? -- Best regards, Teodor Georgiev Information Services Plc. Tel : +359 2 96562008 Mobile: +359 887 508989

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customizing TicketView.dtl ?
by Roland 31 Mar '04

31 Mar '04

Sorry for repeating my question here. I posted a similar one on [dev] but most likely I was not focused enough. I am trying to customize TicketView.dtl. I need to acces $Data{"ArticleContentPath"}, but it is not there. Is there a way to get access? Thank you, Roland

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RE: [otrs] Use of uninitialized value CGI.pm line 35
by Tyler Hepworth 31 Mar '04

31 Mar '04

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. Tyler > -----Original Message----- > From: Robert Kehl [mailto:robert.kehl@otrs.de] > Sent: Tuesday, March 30, 2004 3:34 PM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] Use of uninitialized value CGI.pm line 35 > > > On Tuesday, March 30, 2004 9:45 PM > Tyler Hepworth <TylerH(a)natr.com> wrote: > > Use of uninitialized value in concatenation (.) or string at > > c:/otrs/Kernel/cpan-lib/CGI.pm line 35 > > This is merely a warning only. > > > The Apache service is starting. > > Failed to start the Apache service. > > Which Apache, which OS, which Perl? > What do Apache's log files say? > > Why not use the otrs4win32-installer? You may integrate your > SM SQL-Server later on. > > 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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Newbie question about Auto-replies
by Mats Sjöberg 30 Mar '04

30 Mar '04

Just starting up with OTRS (1.2.2.) at our site. It seems very promising so far. One problem though: We do get the Auto-response options to work OK in the Response field, but not in the Subject field of the response. E.g: the suggested default reply has "RE: <OTRS_CUSTOMER_SUBJECT[20]>" in the subject field. This is not 'replaced' with the text from the customers subject but sent exaktly as typed. If the same parameter is put in the Response field, it is 'replaced' with the appropriate text in the response. We have tested other parameters also, but with the same results. Any ideas? Best regards, -------------------------------------------- Mats Sjöberg Direkt +4626-635136 Rivermen AB Växel +4626-635100 Box 857 Mobil +70-8267036 S- 801 31 Gävle Fax +4626-635101 Sweden mailto:mats.sjoberg@rivermen.se <http://www.rivermen.se>

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Use of uninitialized value CGI.pm line 35
by Tyler Hepworth 30 Mar '04

30 Mar '04

I scrapped IIS and am trying to get OTRS running on Apache (but still using MSSQL). When I start the apache server, I get the following error: Use of uninitialized value in concatenation (.) or string at c:/otrs/Kernel/cpan-lib/CGI.pm line 35 The Apache service is starting. Failed to start the Apache service. I have followed all of the manual setup instructions carefully and double checked my modifications. All appears to be right. Any ideas? Thanks, Tyler Hepworth

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