February 2005 - otrs - OTRS mailing lists

Attachment in responses
by Erling D. Andersen 17 Feb '05

17 Feb '05

Hi When I want to add a new response it automatically shows an attachment in the attachment box. Is that correct? Also it seems very difficult to get rid of the incorrectly included attachment. Is that a known problem? Erling ************************************************************************* MOSEK ApS C/O Symbion Science Park Fruebjergvej 3, Boks 16 DK-2100 Copenhagen O Denmark Phone (work): +45 3917 9907 Mobile-phone: +45 2362 9520 Fax: +45 3917 9823 Email: e.d.andersen(a)mosek.com Homepage: http://erling.andersen.name http://www.mosek.com/homepages/e.d.andersen/ *************************************************************************

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Re: [otrs] Last activity in queue view?
by Jorick Astrego 17 Feb '05

17 Feb '05

Hi, You could add an extra state like (Developer response) or (Note added) and enable $Self->{NoteSetState}=1 to the config.pm. You can then set this as the default state but when using the first state the support group has to change the state everytime they add a note. I decided to use the (Note added) myself as we like to see this whoever adds a note. We also have a state after sending an internal email called "waiting for response (Internal)". A postmaster filter on our own maildomain then changes the state to "response received (Internal)" when one of our developers replies. > From: Talley, Brooks [mailto:brooks@frnk.com] > Sent: Wednesday, February 16, 2005 1:56 PM > To: User questions and discussions about OTRS. > Subject: [otrs] Last activity in queue view? > > > Hi, everyone. So far, OTRS is working out great for us. Thanks to everyone > who has put time and energy into it! > > We've run into a minor process issue. We have a tier 1 support group that > is responsible for most customer interaction. Periodically a question comes > up that they need help from a developer on. So far, so good: tier 1 moves > the ticket into the developer queue. However, we don't want developers > responding directly to customers (things like tact and grammar aren't always > developers' strong suits). So the developer adds a note to the ticket, > explaining what the customer should do or be told or whatever, and moves the > ticket back to the tier 1 queue. > > That's where the difficulty is; in queue view, tier 1 can't tell that the > ticket has come back from development with a note attached. So, if a > different tier 1 person sees it, they just put it back in the developer > queue. Which drives the developer nuts. > > Is there a way to add a "Last activity: note from [developer username]" type > of line to the queue view? It's clearly visible if you zoom the ticket, but > it would make life easier if tier 1 people could act on some tickets without > zooming them. > > Thanks > -b >

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Subject Troncated due to MS Outlook
by Olivier ECKERT 17 Feb '05

17 Feb '05

Hello, My installation OTRS 1.3.1 - RH FC2 - Mysql 3.23 - Apache 1.3xx Every subject created by OTRS and sent to our cusotmers are like that : [AAA: 10000123] Problem with Outlook Express or Outlook But, a lot ot time, the customer answer to us and the subject become : Re: AA: 10000123] Problem with Outlook Express or Outlook Therefore OTRS don't find the correct topic in the subject and create a new ticket number. And the support engineer don't know he has a Follow-up for his ticket number [AAA: 10000123]. Sorry but it's going to be a mess in the ticket numbers. IS there anybody who has find : - The parameter in Outlook or Outlook express to cut the subject during a reply or a forward of mail-ticket to OTRS ? - Some parameters in OTRS configuration to add/modify something in the subject or to change the ticket number in order to change this bad behaviour of a MS product ? - Anything else that can correct the problem. If you need more information, just ask. Your help will be apreciate, -- ____________________________________________________________ Olivier ECKERT ____________________________________________________________

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Admin user have only user priveleges
by gemini＠net9.org 17 Feb '05

17 Feb '05

hello, I used two OTRS systems, one for testing, one for using. Yesterday after I found both of them had the same problem : admin users have no admin priveledges, I couldn't find "Admin-Area" at the navigation bar. I have seen your solution from the original archives, but I just couldn't use that. Your sql commands are: ALTER TABLE group_user ADD permission_value SMALLINT; UPDATE group_user SET permission_key = 'ro', permission_value = 1 WHERE permission_read = 1; UPDATE group_user SET permission_key = 'rw', permission_value = 1 WHERE permission_write = 1; UPDATE group_user SET permission_key = 'rw', permission_value = 1 WHERE permission_write = 0 and permission_read = 0; DELETE FROM group_user WHERE permission_value IS NULL; ALTER TABLE group_user ALTER permission_value SET NOT NULL; ALTER TABLE group_user DROP permission_read; ALTER TABLE group_user DROP permission_write; My group_user table already has column permission_value, but have no columns called permission_read or permission_write. My otrs version are 1.3.2 release in Redhat7.0 and 1.2.4 in WindowsXP PRO with SP1. Eager for your answer. Best wishes Silver

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Error in tickets
by fcases＠teliax.com 16 Feb '05

16 Feb '05

been getting weird errors.. Subject: [Ticket#: 2005020810000043] AgentEmail rejected! Sorry, AgentEmail rejected because no <OTRS_CMD> found! all people have to delete ticket in subjects or bounces back to them latest cvs i got

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Stop time?
by Scott Moore 16 Feb '05

16 Feb '05

Hello everyone! Is it possible in OTRS to change the time element from straight hours and minutes to something like work days? Basically I want a real picture of the amount of time it takes to close tickets based on work hours. Scott Moore

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Still lost...
by Jack Doyle 16 Feb '05

16 Feb '05

I'm still trying to look through the code to figure out how to do this... there has got to be someone who can help. I'm trying to change the from address on the messages that otrs sends. I want the otrs address to become the reply-to address and I want to put something different into the from address. It will always be the same value... Isn't there anyone that can help??? ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems

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RE: [otrs] Time Accounting
by Pete McDonnell 16 Feb '05

16 Feb '05

Does anyone know how to fill the time_unit text entry field with a default value? I'll be setting the field to be mandatory soon and it would be a real pain in the neck if you had to click in the field every time (even if closing a ticket just after you replied or the like). I'd just like it to default to zero and the agent can change it if it's a billable action (closing a ticket in and of itself doesn't really take up enough time to count as a billable item) Any help would be great! Thanks! Love OTRS! - Pete McDonnell

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RE: [otrs] Last activity in queue view?
by Pete McDonnell 16 Feb '05

16 Feb '05

What if you changed the owner back to a "generic" owner which had the e-mail address set to a distribution list for all tier 1 users? Anyway, just a thought as I have zero Perl skillz. - Pete McDonnell _____ From: Talley, Brooks [mailto:brooks@frnk.com] Sent: Wednesday, February 16, 2005 2:23 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] Last activity in queue view? Yes, in this case the goal is to not necessarily have it go back to the same agent. The idea is that the response is often generic ("have the user disable javascript and try again"), and it should go back into the main queue so it can be sent back to the user even if the original tier 1 agent is now off-shift. I'll pass along this idea as a workaround, but I'd really love to find a way to include "last activity" in the overall queue view. Cheers -Brooks _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Pete McDonnell Sent: Wednesday, February 16, 2005 11:09 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] Last activity in queue view? The developer could change the owner to a particular tier 1 agent, which sends a message they type into the comments box. Would the ticket not be directed back to the original agent to respond to the customer anyway? - Pete McDonnell Manager, Technical Services Hip Interactive _____ From: Talley, Brooks [mailto:brooks@frnk.com] Sent: Wednesday, February 16, 2005 1:56 PM To: User questions and discussions about OTRS. Subject: [otrs] Last activity in queue view? Hi, everyone. So far, OTRS is working out great for us. Thanks to everyone who has put time and energy into it! We've run into a minor process issue. We have a tier 1 support group that is responsible for most customer interaction. Periodically a question comes up that they need help from a developer on. So far, so good: tier 1 moves the ticket into the developer queue. However, we don't want developers responding directly to customers (things like tact and grammar aren't always developers' strong suits). So the developer adds a note to the ticket, explaining what the customer should do or be told or whatever, and moves the ticket back to the tier 1 queue. That's where the difficulty is; in queue view, tier 1 can't tell that the ticket has come back from development with a note attached. So, if a different tier 1 person sees it, they just put it back in the developer queue. Which drives the developer nuts. Is there a way to add a "Last activity: note from [developer username]" type of line to the queue view? It's clearly visible if you zoom the ticket, but it would make life easier if tier 1 people could act on some tickets without zooming them. Thanks -b

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limit on Customer features
by Rafael Estevan de Quesada 16 Feb '05

16 Feb '05

Hi list, I've just intalled and started playing aroud with OTRS. I'm wondering whether it is positble to restrict wich queue a customer can place a ticket. I mean: I've created 2 queues called Q1 and Q2, and I've 2 customer called C1 and C2. I want C1 to post requests only on queue Q1 and I want C2 to post on Q1 and Q2. I've been checking Customer modification form and I don't see such a feature. I should work somehow like it works with users.

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