April 2004 - otrs - OTRS mailing lists

Cannot See Queues on Queue Line
by Tyler Hepworth 02 Apr '04

02 Apr '04

I cannot see any queues in the "Queues" area except for PersonalQueue and Raw. How do I get other queues to show up there? Thanks, Tyler Hepworth

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Saved search templates question
by Covert, Jake 02 Apr '04

02 Apr '04

I hate to be annoying, but I have another question. In the old (1.1.2) search utility, there were two pre-defined searches: Show all open tickets and Show all closed tickets. Now I can certainly recreate these searches myself, but these saved templates are individualized. (If I create/save a nice search template, it's only for my id). Is there a way to either: A) Restore the "Show Open Tickets" functionality or... B) Create saved search templates that apply to every tech? Jake -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Covert, Jake Sent: Thursday, April 01, 2004 10:39 AM To: User questions and discussions about OTRS. Subject: [otrs] Feature Request: un-linking tickets Feature request: Once a ticket is linked, how do you unlink them? Of course, you could probably clear out the ticket number in the Link page, and hit update, but I think if there was an 'Unlink' button or link next to each of the 7 possible link fields. See attached image for my idea of how it might look. I also think that this would provide some feedback to the tech that he had sucessfully linked the tickets together. Right now when you enter in a link, it just returns you to the link page without knowing that it worked. Just my $.02 Jake Covert :-) -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Robert Kehl Sent: Tuesday, March 30, 2004 1:17 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Problems with sending emails On Tuesday, March 30, 2004 3:38 PM Andreas Bublitz <abublitz(a)genese.de> wrote: > I didn't mean CheckEmailAddresses but CheckMXRecord. Your server can't check the MX (Mail eXchanger) record in the DNS for gmx.de. This means DNS resolution isn't working. It may well be the server is not allowed to issue DNS queries to the outside. 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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Instructions for Configuring MercuryMail Server?
by Tyler Hepworth 02 Apr '04

02 Apr '04

Are there instructions available on how to setup Mercury Mail Server? I assume that it will handle processing of both incoming and outgoing messages, but I have no idea where to begin. Any help is appreciated. Thanks, Tyler Hepworth

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Contact customer (phone)
by Filipe Henriques 02 Apr '04

02 Apr '04

Hello I'm testing OTRS with good results, but i've a question. It's possible to have templates in then Contact customer (phone) like in the Compose Answer (email)? The problem is that we contact other áreas regarding a ticket via phone and must have a template diferent for the ticket queue Regards Filipe H

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R: R: My Theme for 1.2.2 [was: Re: [otrs] Theme: RT looks]
by Bianchi, Giordano 02 Apr '04

02 Apr '04

OK, got it. I had to modify the TicketView.dtl since my "junk queue" has an ID of 5 instead of 3. Perhaps you should put this in the theme's documentation? Giordano -----Messaggio originale----- Da: Carlos Canau [mailto:canau@ionia.eunet.pt] Inviato: venerdì 2 aprile 2004 11.07 A: User questions and discussions about OTRS. Oggetto: Re: R: My Theme for 1.2.2 [was: Re: [otrs] Theme: RT looks] On Thu, Apr 01, 2004 at 05:37:54PM +0200, Bianchi, Giordano wrote: > Nice theme!! How does the kill button work though? What does it do? It simply moves the ticket to the Junk queue. (new version to download, btw :) </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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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OTRS scalability
by De Pascale Pierre 02 Apr '04

02 Apr '04

Hi everyone, We are investigating the use of OTRS for one of our customer and one requirement is that the solution should support about 500'000 ticket/year. On the performance side with such an installation, standard operations (creating tickets, viewing ticket history, etc...) should take about 1-2s to perform. Is there some people running a comparable OTRS System successfully ? If yes, is it possible to have the complete reference (company, address, persons, ...) and be allowed to use the fact as a reference ? I guess it depends on what kind of machine it is running on. So let's say a current SUN Solaris machine. Thank you in advance and have a good week end, Regards, - Pierre. PS: the french localization is nice. I came accross a less than optimal translation for "Age". It should really be "Age" (it is the same in french) rather than "Vieillir". If someone wants to officially change that in the fr.pm module... _______________________________________________________________________ Siemens Switzerland Ltd, Software House, DS DS 2 Pierre De Pascale Avenue des Baumettes 5, CH-1020 Renens Phone +41 (0)585 568 481 mailto:pierre.de_pascale@siemens.com, Internet: http://www.siemens.ch/

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Making customer users see other customer users' tickets
by Ingvar Hagelund 02 Apr '04

02 Apr '04

Hello, list We just aplied OTRS for our customer service, and are quite content with it. Now, if we could rule out some final problems before easter, everyone would be happy :) We have several customers organizations, each with several users. For each customer organization, we have one single CustomerID. All customer users from that organization are given the same CustomerID. We use readable names (not numbers) for the CustomerID. So far, so good. All customer users are also member of one or several groups, connecting them to appropriate ticket queues. The customer users are able to create tickets, and can access their own tickets from the customer interface, but they are not able to see other customer users' tickets. Now, what we want is that a customer user with one CustomerID should be able to access all tickets from all other customer users with the same CustomerID, if he is member of the appropriate groups. Is this possible? How? Regards, Ingvar -- Many that live deserve death. And some that die deserve life. Can you give it to them? Then do not be too eager to deal out death in judgement. For even the very wise cannot see all ends. Gandalf

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Free text for tickets and articles
by Paul 02 Apr '04

02 Apr '04

It just me or are free text entries for articles and tickets beyond 1 and 2 not working? Using 1.2.2. We rely on this feature for tickets and it's just not displaying. Paul

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UnLock Tickets
by Christoph Kaulich 02 Apr '04

02 Apr '04

Hi all, is there any sense that answered tickts are not unlocked? If the ' 'ticket_answered' filed in the ticket table is 1, the 'UnlockTickets.pl --timeout' does not get it. This confuses some of our agents. Thanks Christoph

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R: My Theme for 1.2.2 [was: Re: [otrs] Theme: RT looks]
by Bianchi, Giordano 02 Apr '04

02 Apr '04

Nice theme!! How does the kill button work though? What does it do? Thanks, Giordano -----Messaggio originale----- Da: Carlos Canau [mailto:canau@ionia.eunet.pt] Inviato: giovedì 1 aprile 2004 12.59 A: otrs(a)otrs.org Oggetto: Re: My Theme for 1.2.2 [was: Re: [otrs] Theme: RT looks] Opssss !! A file was missing in the tarball, AgentMerge.pm :-((. I've upload a fresh version. Sorry. http://home.kqnet.pt/ccanau/1.2.2/ Best regards, </canau On Wed, Mar 31, 2004 at 05:35:59PM +0100, Carlos Canau wrote: > 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 > _______________________________________________ > 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 f?r Ihr OTRS System? > => http://www.otrs.de/ _______________________________________________ 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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