May 2004 - otrs - OTRS mailing lists

Put ticket Print link in QueueView?
by Wes Plate 19 Oct '06

19 Oct '06

I would like to put a print link in Queueview, so that I don't have to first zoom in to a ticket in order to print it. How can this be done? -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

2 4

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

4 3

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

3 2

Postgresql UTF and other encodings
by Boris Ratner 11 Jun '04

11 Jun '04

Hi, List! I'm sorry in advance about asking the same question for a second time. My OTRS 1.2.3 (default configured as UTF-8) runs with PgSQL configured for UNICODE in the background and works well. BUT when a mail with the following encodings arrives ISO-8859-8 ISO-8859-8-I and windows-1255 the database (not OTRS) screams "THAT IS NOT UNICODE WHAT YOU ARE TRYING TO WRITE". The mail is never registeres into the system. Therefor i'm searching for a tool to reencode ANY incoming mail encoding into UTF8 before passing it to the postmaster. To be able to replicate this problem you have to send a mail not just encoded in some other encoding but to actually put some characters of that language in ( try chineese non Unicode encoding). This functionality will do good because: 1. You will be able to have multiple languages on one page. 2. You don't have to deal with locale encoding in the system. 3. perl already thinks in unicode why should we use that? Anyone did something like this? Ideas are more then welcome. Thanks for your help. Kind Regards, Boris Ratner.

4 8

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

3 3

Making Customers Only able to Send tickets to certain queue's
by Jesse 06 Jun '04

06 Jun '04

I want to make it so that when when a customer creates a new ticket they can only post to a certain queue. right now I'm doing testing on a future ticket system and when I goto post with a user they can send a ticket to all the queue's. thanks marshall

2 2

Premature unlocking
by Daniel Seifert 05 Jun '04

05 Jun '04

Hi. Lately (after updating to OTRS 1.2.3), tickets are becoming unlocked way before any escalation time. For example, I had an open ticket where I send the customer a reply yesterday at 15 o'clock, which changed the status of the ticket from open to "pending auto close+". An hour later, the customer send a reply. 9:35 hours later, the ticket became unlocked and I received an email with the subject "Lock Timeout!". The queue the ticket is in was set to 7000 minutes timeout for escalation time and 5000 minutes for unlock timeout. Here are the last few lines of the history: StateUpdate Old: 'open' New: 'pending auto close+' x dseifert (Daniel Seifert) 04.05.2004 15:00:18 SetPendingTime Set Pending Time to 2004/05/07 14:59. - dseifert (Daniel Seifert) 04.05.2004 15:00:18 FollowUp FollowUp for [2004042810000334]. x root@localhost (Admin OTRS) 04.05.2004 16:00:11 StateUpdate Old: 'pending auto close+' New: 'open' - root@localhost (Admin OTRS) 04.05.2004 16:00:11 Unlock Ticket unlock. - root@localhost (Admin OTRS) 05.05.2004 01:35:01 The previous reply from me had to wait 4.5 days (mail received on 29.04.2004 14:18:08, reply sent 04.05.2004 15:00:18), but during these 4.5 days the ticket did NOT unlock! Just this night, after less than 10 hours, it did. This happened regularly the last few weeks after I upgraded to 1.2.3, I didn't have this problem previously. No chances were made to any OTRS settings in this time (quite sure about that ;-)) Please let me know whether I should file this as a bug. -- Daniel Seifert <dseifert(a)gmx.de>

4 17

Access control on tickets - not queues.
by Per Andreas Buer 01 Jun '04

01 Jun '04

Hi List. Is it possible to give the customer access to all the tickets which are assigned to hers/his customer id? We have some common queues and we would like our customers to be able to track progress without them beeing able to see all the other tickets in these common queues. TIA -- Per Andreas Buer <perbu(a)linpro.no>

3 4

Multiple customer IDs - one customer
by Tyler Hepworth 01 Jun '04

01 Jun '04

Is it possible for a single customer to have multiple customer IDs? I have a group of people that need to see all the tickets from queue A, (I know I can do this by giving all of those tickets the same customer id), but i need each individual from that group to still be able to see their individual tickets in queue B. If I make it so that the people can view each other's tickets in queue A they can no longer see individual tickets in queue B and vice versa. Is there a way I can have my cake and eat it too? Thanks, Tyler Hepworth

2 1

Permissions in free fields
by Filipe Henriques 31 May '04

31 May '04

Hello It is possible to change or input information in the free fields without be the owner of the ticket ? Thanks Filipe H

2 1