February 2005 - 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

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List of Tokens for Notifications
by Stephen Martin 01 Mar '05

01 Mar '05

I'd like to do some customization of the OTRS notifications (specifically, Customer:OwnerChange). Is there a listing somewhere of the valid tokens that can be used in the notification e-mails (i.e., <OTRS_Owner_FirstName>, <OTRS_TICKET_NUMBER>, etc.)? I have looked through the manual, but can find no reference to the valid placeholder tokens beyond the ones in the default notifications and those in the example text shown on the update notifications admin screen. -Stephen

2 2

Timed unlocking of tickets on OTRS 1.3.2
by Al Al 01 Mar '05

01 Mar '05

Hello, Are there any gotchas to using the per-queue ticket lock timeouts on OTRS 1.3.2? I try setting the value, but tickets simply aren't being automatically unlocked. Am I missing something? Thanks, Al -- ___________________________________________________________ Sign-up for Ads Free at Mail.com http://promo.mail.com/adsfreejump.htm

2 1

Cant control customer from logging on to the front-end
by Zuryanti 28 Feb '05

28 Feb '05

Hi, This is my config... I'm using Active Directory to authenticate agent. When using only the first 6 lines it works ok. The problem only come when I add another 3 lines to control who's in. I get Login failed! Your username or password was entered incorrectly. Even using the root@localhost account. Did I miss anything? $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'server1.mycompany.com'; $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=Users,ou=MyCompany,ou=Site1,dc=mycompany,dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=OTRS Admin,ou=Users,ou=MyCompany,ou=Site1,dc=mycompany,dc=com'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'somepassword'; $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=Domain Group Information Systems,ou=Groups Security,ou=MyCompany,ou=Site1,dc=mycompany,dc=com'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid'; $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; Cheers.

1 0

Re: A possible solution to mod_perl2 problems under Apache2 (Debian)
by victor.rodriguez＠valmesa.es 28 Feb '05

28 Feb '05

Hello! Good question... I think that it's installed by the mod_perl2 package for Debian Sarge (unstable). The package name is "libapache2-mod-per2" and the version I'm using is 1.999.20-1. Checking it right now... yes!: # dpkg --listfiles libapache2-mod-perl2 | grep compat /usr/lib/perl5/Apache/Test5005compat.pm /usr/lib/perl5/Apache2/Apache/compat.pm That seems logical, as it's a compatibility layer provided by mod_perl2 developers to ease the migration from mod_perl1: http://perl.apache.org/docs/2.0/api/Apache/compat.html Hope this helps! Regards, --- Victor R. Rodriguez Departamento de Sistemas Valoraciones del Mediterraneo, S.A. --- On 26 Feb 2005 at 15:29, Torsten Werner wrote: > Hi Victor, > > > Maybe the problems with mod_perl2 are related to some changes that > > must be done to the OTRS code due to the changes introduced by > > mod_perl2? At least that's what "use Apache::compat;" seems to say. > > Anyway, it's a great app ;) > > Thank you for your configuration but which package does contain the > Apache::compat module? > > Regards, > Torsten >

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RE: [otrs] Adding a bcc entry for all outgoing mail
by David Hoskin 26 Feb '05

26 Feb '05

Excellent to know, but I would like to have all mail sent to an external mailbox for redundancy (and to continue the "legacy" customer service technique - at least for a while). David Hoskin > All outgoing mail is already archived. Unless you want to archive > notifications, etc, all other email pertinent to the ticket is in the > database as an article attached to that ticket. > > ----- > Jack Doyle, Network+ > Systems Operations Specialist > Lewis-Gale Clinic Information Systems

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Email Configuration
by Bruce Fleming 25 Feb '05

25 Feb '05

I have composed an email response to a ticket, but the response does not show up in history. Must be that I have a configuration problem, or don't fully understand the concepts here. Any help would be appreciated.

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RE: [otrs] Adding a bcc entry for all outgoing mail
by Jack Doyle 25 Feb '05

25 Feb '05

All outgoing mail is already archived. Unless you want to archive notifications, etc, all other email pertinent to the ticket is in the database as an article attached to that ticket. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems -----Original Message----- From: David Hoskin [mailto:dhoskin@ebia.com] Sent: Friday, February 25, 2005 10:16 AM To: otrs(a)otrs.org Subject: [otrs] Adding a bcc entry for all outgoing mail Excuse me if this has been asked before - what is the "best practice" for having all OUTGOING mail from otrs going (via a bcc line) to an "archive" mailbox. Or another way of asking is - which form can I edit to accomplish this? David Hoskin _______________________________________________ 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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Adding a bcc entry for all outgoing mail
by David Hoskin 25 Feb '05

25 Feb '05

Excuse me if this has been asked before - what is the "best practice" for having all OUTGOING mail from otrs going (via a bcc line) to an "archive" mailbox. Or another way of asking is - which form can I edit to accomplish this? David Hoskin

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