July 2004 - otrs - OTRS mailing lists

New install
by Mike Waite 02 Jul '04

02 Jul '04

Hello list, I have a couple question from a newbie. I am in the process of looking for a helpdesk software solution and have been recommend OTRS. Now I am getting reading to install the beast. What do you guys recommenced. I was planning on a RedHat AS 3 install. Would the RPM work for this, or dou you suggest the source code. Thanks -- Mike Waite Information Technology Associate The Pennsylvania State University Department of Chemistry 814.865.6356

2 1

Using different TicketHooks for different queues
by Christian Schaller 02 Jul '04

02 Jul '04

Is it possible to use different TicketHooks for different queues? I'd like to have a inquiry queue that uses "INQ#" and let's say for a reporting queue "REPORT#". The only thing I can see is setting $Self->{TicketHook}, but this one is global. I also don't see anything in the queue table. - Chris

2 1

Re: [otrs] Sending Notifications via OTRS
by Marshall28 01 Jul '04

01 Jul '04

Martin Edenhofer wrote: >Hi Marshall, > >On Wed, Jun 30, 2004 at 03:32:29PM -0700, Marshall28 wrote: > > >>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? >> >> > >No. There is no way without modification. > > -=> ((otrs.de)) .-) > > > >>thanks >>marshall >> >> > > Martin Edenhofer > >-- >((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg > http://www.otrs.de/ :: Manage your communication! > >_______________________________________________ >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/ > > > > I wish I could read that site but I don't know German. Has someone already implemented my situation? Also, it looks like the notification for the note is only sent to the owner. Due to that, I would think there is a way to modify something so that it will send to multiple e-mail addresses.

2 4

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

2 1

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

2 1

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.

2 1