May 2004 - otrs - OTRS mailing lists

Script alias link broke
by Wes Plate 29 May '04

29 May '04

In the emails we get from the OTRS Master, the link to the ticket is broken, it looks like this... http://support.automaticduck.com/< OTRS_CONFIG_ScriptAlias>index.pl?Action=AgentZoom&TicketID=< OTRS_TICKET_ID> It used to work fine, maybe before we upgraded. Anyway, I don't know where to fix this. We're using 1.2.2. -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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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] Possible bug in utilities when searching for priority?
by Tyler Hepworth 28 May '04

28 May '04

Robert Kehl wrote: > On Tuesday, May 11, 2004 9:14 PM > Tyler Hepworth <TylerH(a)natr.com> wrote: >> When using the utility page to search for a ticket with a certain >> priority, the search returns ALL tickets, not just the tickets with >> the priority I specify. >> >> Any ideas? > > No, as I couldn't reproduce this with the bleeding edge of CVS. Which > version are your running? If it were 1.2.3, CVS or the next release > would solve it. 1.2.3. Not a big deal. Will wait for the next production release. Tyler

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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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Possible bug in utilities when searching for priority?
by Tyler Hepworth 28 May '04

28 May '04

When using the utility page to search for a ticket with a certain priority, the search returns ALL tickets, not just the tickets with the priority I specify. Any ideas? Thanks, Tyler Hepworth

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Re: otrs Digest, Vol 10, Issue 53
by Daniel Porowski 28 May '04

28 May '04

> ------------------------------ > > Message: 10 > Date: Fri, 28 May 2004 22:12:23 +0200 > From: "Robert Kehl" <robert.kehl(a)otrs.de> > Subject: Re: [otrs] Re: Data dictionary > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: <071601c444f0$168fa910$0164a8c0(a)intern.roknet.de> > Content-Type: text/plain; charset="iso-8859-1" > > On Friday, May 28, 2004 8:49 PM > Daniel Porowski <Daniel.Porowski(a)myrio.com> wrote: >>>> Could anyone either point me at where to look or point me at the >>>> dictionary itself? >> A data dictionary would be a description of the database >> structure/schema used in the OTRS SQL database. Lists all the >> tables, etc, etc. > > > You mean "the big picture", don't you? > > ftp://ftp.otrs.org/pub/otrs/misc/otrs-1.2-database.png > > hth, > > Robert Kehl That's exactly it! Thanks much... -- Daniel Porowski <daniel.porowski(a)myrio.com> 425-368-4426

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RE: [otrs] RE: How can an agent behave like a customer?
by Andrej Bazovkin 28 May '04

28 May '04

Hello! Robert Kehl wrote: >You're missing this: > $Self->{AgentCanBeCustomer} = 1; No, this option is present in my Config.pm >Or it may be you're completely missing >a proper Customer::AuthModule setting in Config.pm. Re-read Defaults.pm then. I found only this Customer::AuthModule option in Defaults.pm (other belong to LDAP, which is not used in mycase). $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::DB'; Adding it to Config.pm changed nothing (AFAIK, it's default option). ??? With respect, Andrej Bazovkin

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Re: Data dictionary
by Daniel Porowski 28 May '04

28 May '04

> ------------------------------ > > Message: 7 > Date: Fri, 28 May 2004 12:58:33 +0200 > From: "Robert Kehl" <robert.kehl(a)otrs.de> > Subject: Re: [otrs] Data Dictionary? > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: <02e601c444a2$b8416260$0164a8c0(a)intern.roknet.de> > Content-Type: text/plain; charset="iso-8859-1" > > On Tuesday, May 25, 2004 8:12 PM > Daniel Porowski <Daniel.Porowski(a)myrio.com> wrote: >> Could anyone either point me at where to look or point me at the >> dictionary itself? > > > What do you mean by data dictionary? > > Robert Kehl > > -- > ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg > http://www.otrs.de/ :: Tel. +49 (0)6172 4832388 > > ------------------------------ A data dictionary would be a description of the database structure/schema used in the OTRS SQL database. Lists all the tables, etc, etc. -- Daniel Porowski <daniel.porowski(a)myrio.com> 425-368-4426

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X-OTRS used to ignore AND send a rejection message?
by Tyler Hepworth 28 May '04

28 May '04

If I use X-OTRS to ignore a message is it also possible to send a notice back to the sender informing them of the rejection? Thanks, Tyler Hepworth

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