June 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

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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

3 2

Email to ticket, but NOT from customer, from queue address
by Wes Plate 04 Jul '04

04 Jul '04

I want to create an email to a customer outside of OTRS, but using the email address associated with a queue that contains the customer's ticket. I want to CC the queue so that the correspondence is included in the OTRS database, but when I do this, I get a Follow-up! Notification because OTRS thinks that my email to the customer is a customer reply. Make sense? This must be possible to do, right? How can the email I send to OTRS appear in the history as a SYSTEM or AGENT message? -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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logo, header and footer changes
by Roysterphil 01 Jul '04

01 Jul '04

Hello, I would like to seek help on how exactly to modify the look/feel of OTRS based on the DTL files. For example, I wanted to modify the customer.pl look, so I modified (the title, for example) CustomerHeader.dtl, CustomerFooter.dtl, CustomerLogin.dtl. But, the changes are not reflected whenever I go to customer.pl. Specifically, I edited this line: <td class="header"> <a href="" class="headeritem">My Company Name here</a> </td> and <td class="footer">My second Footer line here</td> But, nothing :( Can anyone please tell me how to do this? Thanks much. Great job on OTRS

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otrs auto self registration
by Mark Menke 01 Jul '04

01 Jul '04

I'd like to use OTRS to manage email communication for some of our external email addresses. They are mainly used for situations where the person sending in a request is not a current customer (pre_sales@, product_info@, etc...). I'd like to be able to communicate with these people strictly via email, and not expose the customer.pl interface to them at all. Is there a module that auto-magically registers new users that email into the system? Thanks -Mark

2 1

Sending Notifications via OTRS
by Marshall28 01 Jul '04

01 Jul '04

I figured out the last scenario regarding viewing locked tickets with different agents. My next question is, once I've placed a note on that locked ticket is there a way for OTRS to send an e-mail notification to all the agents of the new note? I basically want OTRS to send e-mail to agents whenever something changes on a ticket. no matter what it is. What do you guys suggest? thanks marshall

2 1

OTRS Ticket Locking question
by Marshall28 01 Jul '04

01 Jul '04

Here's my situation: Say a customer starts a new ticket and I pick up this ticket and respond via e-mail and I become the owner. How can I make it so that other agents can go in and put a note on that ticket which I'm the owner of? What I've found is if I'm the owner of a ticket no one else can access or add a note to this ticket. Is there a way to change this? thanks marshall

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RMA module..
by Mike Lough 01 Jul '04

01 Jul '04

Question; has anyone done an RMA module for OTRS. If so would the be willing to share it. Mike Lough --- Outgoing mail is certified Virus Free. Checked by AVG anti-virus system (http://www.grisoft.com) Version: 6.0.709 / Virus Database: 465 - Release Date: 6/22/2004 -------------------------------------------------------- DISCLAIMER: The information contained in this e-mail is confidential and is intended solely for the review of the named addressee, and in conjunction with specific Acopia Networks business. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you are unable to treat this information accordingly, or are not the intended recipient, please notify us immediately by returning the e-mail to the originator.

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mx problem
by Geert Theys 30 Jun '04

30 Jun '04

hello, when adding a user I get following error: Fout: Email address (gt(a)pearldoc.com) not valid (invalid gt(a)pearldoc.com (mx)! )! I can't find anything about this problem.... FG

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