April 2004 - otrs - OTRS mailing lists

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 *********************************

3 2

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 *********************************

2 1

Printing tickets by not breaking the "borders"
by Teodor Georgiev 07 Apr '04

07 Apr '04

When I print a ticket on standart A4 page, the borders of "ticket part" are broken. How could I print a ticket by letting the borders to fit in a page? Where is the module that formats the ticket output that has to be printed ?

1 0

Usage of ticket_history and ticket_history_type
by Tom Hesp 07 Apr '04

07 Apr '04

Hi all, Having looked at the table definition of ticket_history and the table contents of ticket_history_type I made a couple of assumptions (I know, you should never just assume). As ticket_history contains the field system_queue_id and ticket_history_type contains values for "Close successful" and "Close unsuccessful" I assumed I would be able to find out when a ticket is closed in what queue. I needed this mechanism in order to be able to find out what time is spent on a ticket in what queue. When time is accounted for in one particular queue I know that I may charge this time to the customer. Other queues are used by different departments internally and they also do time accounting so I want to be able to see how much time is spent on a ticket by the different departments that I may not charge to the customer. When I started to build the select statements for this I went through the different tables and to my amazement, I found out that the history types I mentioned abover are never used at all! Luckily I can still use the type "AddNote" and check for the value "Close note added" in the history name field. However, I also found out that the system_queue_id field is never used (it is empty) which renders my idea useless of being able to split out the time accounting. I went through the code and was not able to find when of where these are used/written (but that could be my fault of course). Does anyone know whether this is a configuration issue or that I am just missing something or, even worse, got myself completely on the wrong track? Thanks in advance. Kind regards, Tom Hesp

3 4

Setting freetext automatically based on customer information
by Ronan O'Brien 07 Apr '04

07 Apr '04

How can I set a freetext value automatically based on customer information? I've modified the customer field to store a location, and would like this to be recorded as part of an article as a freetext field. Is it possible to associate them automatically.. or will it be something that has to be done manually (e.g user selects from a dropdown) ? Thanks :) - Ronan _____ Thames Reach Bondway Housing Association Ltd is an Industrial & Provident Society registered under the Industrial and Provident Societies Act 1965, Register No 24377R and is an exempt charity. This message and any attachments (the "message") are intended solely for the addressee(s) and are confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accordance with its purpose and any dissemination or disclosure, either whole or partial, is prohibited except by formal approval. The contents of this message may contain personal views which are not the views of Thames Reach Bondway, unless specifically stated. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission.

2 1

Email Tickets and Web Self-Service
by Tyler Hepworth 07 Apr '04

07 Apr '04

Let's say a customer has been emailing for support and then decides to use the Web Interface to look at his/her tickets. Will the system know to associate the email tickets that were previously created with the new user account that is created when the customer logs in for the first time? Thanks, Tyler Hepworth

2 1

User history show "root" as owner despite being logged in with ow n credentials
by Tyler Hepworth 07 Apr '04

07 Apr '04

I am an admin on my system. When I log in and work on tickets, the user history shows the owner as "root@localhost" instead of my own email address. Any ideas why? Thanks, Tyler Hepworth

3 2

Statistice about moves
by Paul Rhein 07 Apr '04

07 Apr '04

Hi all, I would like to produce statistics about the ticket flow. I.e. I would like to know how many tickets move from Queue1 to Queue2, things like that. Looking around in the OTRS database I find information in table "ticket_history" under the "ticket_history_id " "18" (Ticket moved to Queue 'Queue1'). Good, so I know where it is now but I do know where it was before, my task would be greatly simplified if the text would be changed to something like: Ticket moved from 'Queue1' to 'Queue2'. I think this is easily achived in OTRS. What are the chances to get this into the official otrs CVS ? thanks for the help and above all thanks for OTRS. Paul ---------------------------------------------------------------------------------------------------------------------- Electronic information is not secure, therefore the Entreprise des Postes et Telecommunications accepts no responsibility whatsoever for the contents of this message, which is intended for the addressee only. Its contents and any attached files are strictly confidential. If you have received this message in error, please telephone the following number 4765-1.

2 1

RE: [otrs] What are X-OTRS headers and how do I know if an accoun tis"Trust ed"?
by Tyler Hepworth 07 Apr '04

07 Apr '04

Robert Kehl wrote: > On Tuesday, April 06, 2004 6:36 PM > Tyler Hepworth <TylerH(a)natr.com> wrote: >> What exactly is a "trusted" account? And what do the X-OTRS headers >> do if the account is trusted? > > When polling from an untrusted account, the X-OTRS-headers > are not scanned and used. You may f.e. specify a certain queue and > other things. See: > http://doc.otrs.org/1.2/en/html/receiving-email-filter-module. html and following. Great link. Thank you. How do you decide if an account is trusted? What is the typical use of a trusted account vs non-trusted? Thanks, Tyler

2 1

What are X-OTRS headers and how do I know if an account is "Trust ed"?
by Tyler Hepworth 06 Apr '04

06 Apr '04

What exactly is a "trusted" account? And what do the X-OTRS headers do if the account is trusted? Thanks, Tyler Hepworth

2 1