June 2004 - otrs - OTRS mailing lists

Data $ are empty
by Scott Moore 05 Jun '04

05 Jun '04

Hello, As per a previous e-mail ("Locked Ticket View") you suggested I edit the DTL info for the AgentMailboxTicket.dtl file to get the Agent Mailbox default view to look like the default QueueView. So far, things look good except for one problem-- The strings, $Data{"TicketAnswer"} and $Data{"MoveQueuesStrg"} are returned empty. For some reason that data isn't being pulled in the Agent Mailbox area like it is in the QueueView. Any ideas? Scott

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RE: [otrs] KnowledgeBase Support
by Tyler Hepworth 05 Jun '04

05 Jun '04

Jesse wrote: > I'm curious if anyone has implemented a knowledgebase into OTRS. Yes they have. And it is quite good. > I work for a non profit organization and have been researching the > different open source trouble ticket software and am stuck between > OTRS and HelpDesk OneZero (http://helpdesk.oneorzero.com/) On the OTRS, of course > other hand I enjoy the support/documentation that you guys offer but You will not find better support/documentation anywhere else. I too traveled the road of searching for a ticket system and must say I am quite content with OTRS. There were some other products out there that were quite powerful , but trying to decipher the code to customize it for my site was impossible and the members on the mailing list had an elitist attitude. They were quite cold to new members and it was difficult if not impossible to get help with problems. > this onezero software has a knowledgebase that I haven't seen in > OTRS, which would be great for my work. To conclude and reiterate, > has anyone implemented a knowledgebase into OTRS like this OneZero To conclude and reiterate, yes. > software. And What other reasons would you guys give as to why you > would recommend OTRS over this other software? I had never heard of OneOrZero, so I demoed it and I will give you my first impressions. The Knowledge base interface is quite unfriendly. It does not show you a list of all the articles that are available for perusal. Instead you have to put in a keyword and hope that your quess is right. It does not allow wildcard searches to bring up a list of all the articles in the KB. Tickets. Dislike the way that tickets are created and updated. There is no threading of the ticket to let you quickly get to the message you want to see. Have to type in user's email address if you want to respond to them. You should be able to respond with the user's address automatically being populated. Don't see any option for creating internal notes. Don't see how to distinguish between claimed and unclaimed tickets. Search utility. In a word, it sucks. Play with OTRS' search utility and it will quickly become apparent why. Other. No ability to set pending statuses on tickets. Poor agent preferences in regards to look and feel of interface, email notifications, custom queues, auto refresh of interface. Those are some of my initial impressions. Maybe there are answers that address all of those issues, but from what I saw, I have no desire to pursue it further. hth, Tyler

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RE: [otrs] KnowledgeBase Support
by unbekennt X 05 Jun '04

05 Jun '04

Jesse, I am using the FAQ as a knowledgebase and busy populating it. I think it is in truth more a KB than a FAQ by nature. Before I selected OTRS I evaluated Bugzilla, RT, Tuxmonkey/Issue-Tracker, DCL, SalesForce.com, Tenrox, and HEAT. The structure of the FAQ and usability as a KB was one of the considerations that lead me to choose OTRS. Something that I have chosen to do as part of a KB is to add people as elements - in fact I am writting a paper on the subject. The idea is to allow staff to declare what skills they would like to publicise within the organization, and thus allow these to be searched. For example, if I wish to find a person with VXML skills, I simply use the FAQ in OTRS and it retrieves the people and their profile. Since people are the fastest information source, this is a very powerful method. Regards Matthew >From: Jesse <marshall28(a)juno.com> >Reply-To: "User questions and discussions about OTRS." <otrs(a)otrs.org> >To: otrs(a)otrs.org >Subject: [otrs] KnowledgeBase Support >Date: Thu, 03 Jun 2004 17:20:40 -0700 > >I'm curious if anyone has implemented a knowledgebase into OTRS. I work for >a non profit organization and have been researching the different open >source trouble >ticket software and am stuck between OTRS and HelpDesk OneZero >(http://helpdesk.oneorzero.com/) On the other hand I enjoy the >support/documentation that you guys offer but this onezero software has a >knowledgebase that I haven't seen in OTRS, which would be great for my >work. >To conclude and reiterate, has anyone implemented a knowledgebase into OTRS >like this OneZero software. And What other reasons would you guys give as >to >why you would recommend OTRS over this other software? > >thanks >marshall > > >_______________________________________________ >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/ _________________________________________________________________ Block pop-up ads in a jiffy - get MSN Toolbar! http://toolbar.msn.co.za?DI=1054&XAPID=2083

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Problen ahith time of ticket
by Leonardo Amezquita 04 Jun '04

04 Jun '04

Hi List I have a problem when i closed a ticket. The problem is that the time follow runing after of closed the ticket. what have that make for that its no hapend Leonardo Amezquita Tecnico de Operaciones Ubiquando Ltda

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Stats for what FAQ keywords people search for?
by Wes Plate 04 Jun '04

04 Jun '04

It would be helpful to know which keywords customers searched for in the FAQ, so we would be sure to create articles that perhaps didn't exist yet. Are stats like this available? -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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RE: [otrs] FAQStateForm.dtl does not exist (and is not in the CVS ?)
by Lohmeijer, Martijn 04 Jun '04

04 Jun '04

Ok, but can someone check it in to the CVS then ? Thanks in advance, Martijn Lohmeijer -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Robert Kehl Verzonden: donderdag 3 juni 2004 14:01 Aan: User questions and discussions about OTRS. Onderwerp: Re: [otrs] FAQStateForm.dtl does not exist (and is not in the CVS ?) On Thursday, June 03, 2004 12:06 PM Lohmeijer, Martijn <martijn.lohmeijer(a)sogeti.nl> wrote: > When I'm in de FAQ area (OTRS 1.2.3.) and click on the FAQState link I > get an error stating that FAQStateForm.dtl does not exist. Assuming it > was incorrectly deleted I wanted to get the file from the CVS but I > can't seem to find it in > http://cvs.otrs.org/viewcvs.cgi/otrs/Kernel/Output/HTML/Standard/ Apparently, the FAQState edit form isn't there anymore or not yet. You have done nothing wrong. 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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RE: [otrs] KnowledgeBase Support
by Juan Gonzalez 04 Jun '04

04 Jun '04

I looked at the OneZero software quickly after the initial post, and it looks UGLY out of the box. I'm sure that it's possible to customize it to what you want it to look at. I'm enjoying how OTRS is setup and how it runs. I don't have any complaints about it yet except for the stats support that is lacking, but can be taken care of with sql queries. -----Original Message----- From: Robert Kehl [mailto:robert.kehl@otrs.de] Sent: Thursday, June 03, 2004 11:38 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] KnowledgeBase Support On Friday, June 04, 2004 2:20 AM Jesse <marshall28(a)juno.com> wrote: > I'm curious if anyone has implemented a knowledgebase into OTRS. OTRS does provide a FAQ section. It gets visible when you populate the 'faq' group. The public interface is located at http://localhost/otrs/faq.pl > To conclude and reiterate, has anyone implemented a knowledgebase into > OTRS like this OneZero software. The OTRS FAQ section shares the same features, I suppose. > And What other reasons would you guys > give as to > why you would recommend OTRS over this other software? We're Perl. Just kidding - leaving this as an exercise to the reader. Play with both of us, and soon you'll see whom you love more. hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388

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Re: Ticket header disappears from Overview when customer adds a c omment
by Stig Graasbøl Rasmussen 04 Jun '04

04 Jun '04

>Which OTRS version are you using? I couldn't reproduce it on 1.3.cvs, so I guess it has changed since 1.2.3 if it ever existed. Maybe you are right, I get the error on OTRS version 1.2.2. /Stig

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KnowledgeBase Support
by Jesse 04 Jun '04

04 Jun '04

I'm curious if anyone has implemented a knowledgebase into OTRS. I work for a non profit organization and have been researching the different open source trouble ticket software and am stuck between OTRS and HelpDesk OneZero (http://helpdesk.oneorzero.com/) On the other hand I enjoy the support/documentation that you guys offer but this onezero software has a knowledgebase that I haven't seen in OTRS, which would be great for my work. To conclude and reiterate, has anyone implemented a knowledgebase into OTRS like this OneZero software. And What other reasons would you guys give as to why you would recommend OTRS over this other software? thanks marshall

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Re: [otrs] pdf attachments don't display?
by unbekennt X 03 Jun '04

03 Jun '04

>From: "Robert Kehl" <robert.kehl(a)otrs.de> >Reply-To: "User questions and discussions about OTRS." <otrs(a)otrs.org> >To: "User questions and discussions about OTRS." <otrs(a)otrs.org> >Subject: Re: [otrs] pdf attachments don't display? >Date: Wed, 2 Jun 2004 23:10:25 +0200 > >On Wednesday, June 02, 2004 7:55 PM >unbekennt X <pentaetn(a)hotmail.com> wrote: > > In a customer email reply to a ticket there was a pdf attachment. > > If this is selected, a new browser pane is opened but nothing is > > displayed. > > If the file is saved from OTRS to a local folder it can then be > > viewed OK by going to the folder and double-clicking. > > >Are multiple files displayed to let you choose from? What are the names >of the links you click on, and the corresponding contents of the links? Yes. file-1 which contains the text "<<follow.pdf>> Your files are attached and ready to send with this message." follow.pdf If I click on "follow.pdf" a new window opens but is empty > > > This means that OTRS is correctly receiving and holding the pdf, but > > cannot display it. > >Just to be clear - you're not trying to open any file directly from the >hard drive, but instead you're always trying to open the questioned PDF >from within the web application?!? If I try to open (view) the pdf file by clicking on it in OTRS I get a new browser window that is blank. If I rightclick on the file in OTRS and "save target" and save it to a folder on the harddrive then I can open the pdf correctly using adobe reader from outside OTRS. In a seperate test I was given file-1, file-2, and follow.pdf. The first two contained emails from customer, and the third was again the pdf file that would result in a blank browser window. This file also could be saved to a folder from OTRS and then viewed externally from OTRS. I hope this was clearer. I am using OTRS V1.2.3 _________________________________________________________________ Need more storage? Upgrade to suit your needs - from 10 MB to 100 MB! http://join.msn.com/?pgmarket=en-xe

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