April 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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Multiple tickets move
by Jorge Becerra 08 Jun '04

08 Jun '04

Hi: Is there any way to move multiples tickets from one queue to another? Or close some of the with the same response ? On monday some queues have almost 200 tickets including unclasiffied spam, we have the delete queue , but move one by one is a long job. Maybe somebody have a view besides of Lite and Standard , something like Mail where is possible to do the same a any normal email client like to multiples move Is currently any work on progress about? Jorge

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Slow response "Take this user"
by Svein A Holmboe 29 May '04

29 May '04

Hello I've suddenly discover that under Phone view -> search customer -> Take this customer, uses over 15 sec response time, before it was 1-2 sec. The same is when I choose the "To" field, you can see all users quickly, but takes 15-20 sec to select (insert) It also the same when i press "Create" This phenomena has suddenly happened, and I wonder what's wrong here...? Best Regards Svein

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I converted all the png images to indexed mode
by Robin M. 29 May '04

29 May '04

Hi everyone I have converted all the png images to indexed mode so they show up transparant in internet explorer. Internet explorer cannot display png's trasparant when in RGB mode. This will be of interest to anyone who has a non white background for the images. There were a couple images that just had white background which I converted to transparant as well. I did not check out the customer facing icons, if someone wants to let me know if they look fine let me know.

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RE: [otrs] What do the different colors mean?
by Tyler Hepworth 28 May '04

28 May '04

>> Also, when I search for closed tickets in utilities, many of the >> tickets show up in red. A very few of them show as black. What is >> the difference? What about closed tickets that are no longer in a queue? Closed tickets pulled up through search are mostly red with a few black. > orange => the oldest open ticket is older then 1 day > red => the oldest open ticket is older then 2 days > flashes red => there is the oldest open ticket in there > > Kernel/Config.pm > # Highligh* > # (Set the age and the color for highlighting of old queue # > in the QueueView.) # highlight age1 in min > $Self->{HighlightAge1} = 1440; > $Self->{HighlightColor1} = 'orange'; > # highlight age2 in min > $Self->{HighlightAge2} = 2880; > $Self->{HighlightColor2} = 'red'; Thank you. That is very helpful. Tyler Hepworth

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RE: [otrs] Attachment wrongly labelled
by Covert, Jake 25 May '04

25 May '04

When I switched over to the filesystem, all of my attachments were corrupt. They all appeared to be encoded wrong or something. I ended up having to switch back to the db for things to work again. ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com ********************************* Daniel Seifert wrote: > Am Mi, den 28.04.2004 schrieb Daniel Seifert um 15:07: >> Am Mi, den 28.04.2004 schrieb Covert, Jake um 12:24: >> >> Hi, >> >>> Are you attachments being stored in the db or the filesystem? >> >> In the (mysql) database. > > So would this problem go away if I switch over to store the > attachments in the filesystem?

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CustomerUser info from external LDAP server
by Andrew Ferris 12 May '04

12 May '04

We are running OTRS 1.2.3 on SUSE 9 Professional. We are trying to get OTRS to obtain CustomerUser data from our NetWare 6.5 LDAP server. We can use the ldapsearch command from the console on the OTRS machine to pull down information from our users OU via an anonymous read: ldapsearch -h 192.168.3.179 -b "ou=users,o=MRL" -x "(objectclass=*)" It returns # search result search: 2 result: 0 success # numResponses: 330 # numEntries: 329 Net::LDAP is installed. Here is the CustomerUser section of our Config.pm: $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Name => 'LDAP Source', Params => { # ldap host Host => '192.168.3.179', # ldap base dn BaseDN => 'ou=users,o=MRL', # search scope (one|sub) SSCOPE => 'sub', AlwaysFilter => '', # Net::LDAP }, # customer uniq id CustomerKey => 'uid', # customer # CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['uid', 'cn', 'mail'], CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'uid', 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' ], ], }; When we go to the OTRS index web page we are seeing this error: Software error: Can't locate object method "new" via package "Kernel::System::CustomerUser::LDAP" at /opt/otrs/bin/cgi-bin/../../Kernel/System/CustomerUser.pm line 42. My sense is that are we are close to having it correctly configured but not quite there. What should we be doing differently? Andrew Ferris Network Support Analyst MRL/iCAPTURE Centre/ASL

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Suse setup questions
by Tyler Hepworth 08 May '04

08 May '04

I setup OTRS via rpm on Suse. It works wonderfully. But, I have a few questions about certain aspects of it. I noticed that the setup created a system account for the user "otrs". What is the default password for this account? Does the OTRS software depend on this user account and password, or can I change the password to something else? Also, how do I restart the cron service found at /opt/otrs/bin/Cron.sh? When I try to restart it via my regular user account, I get the following message: "No cronjobs in /home/tylerh/var/cron found! * Check the $HOME (/etc/passwd) of the OTRS user. It must be the root dir of your OTRS system (e. g. /opt/otrs)." If I try to run it as root, I get the following: "Run this script just as OTRS user! Or use 'Cron.sh {start|stop|restart} OTRS_USER'!" So, I type "Cron.sh restart OTRS" and still get the same message. Can someone please explain what I need to do to manage my cron? Thanks, Tyler

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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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