February 2005 - otrs - OTRS mailing lists

ticket shown
by bahmed_11 14 Feb '05

14 Feb '05

first i would like to thank you for your help because that was really a problem for me. but i'd like also to know if it's possible to minimize the space token by a ticket in the queueview page. you'll ask me why! i'd say because my boss want a ticket to take only 1 or max 2 lines in the queueview. i don't know if it's possible. thanks a lot and have a nice week ;-) ------------------------------------------ Faites un voeu et puis Voila ! www.voila.fr

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Locked tickets
by bahmed_11 14 Feb '05

14 Feb '05

hi every body, i wanted to see the locked tickets on my interface so i'd set $Self->{ViewableLocks} = ["'unlock'", "'lock'", "'tmp_lock'"]; but the problem is that the counter (on the top of the interface) is always 0. ' Locked tickets(0) ' why? did i miss something or should i add something else? thanks in advance. ------------------------------------------ Faites un voeu et puis Voila ! www.voila.fr

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ticket shown
by bahmed_11 14 Feb '05

14 Feb '05

hi all, i want to maximize the tickets shown on an agent page. i've tried $Self->{MaxLimit} = 150; $Self->{ViewableTickets} = 100; but it doesn't work. any idea please. thanks in advance ------------------------------------------ Faites un voeu et puis Voila ! www.voila.fr

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Problems with apache2 and OTRS include files
by Bruno Santos 14 Feb '05

14 Feb '05

Hello. I'm trying to install OTRS in SuSE 9.2 using the source package Apache2 is the rpm that cames with the SuSE I follow every step in the documentation, but when i restart apache2, i get the following errors: Syntax error on line 10 of /etc/apache2/conf.d/apache2-httpd.include.conf: Invalid command 'Perlrequire', perhaps mis-spelled or defined by a module not included in the server configuration the apache2-httpd.include.conf is the one included with the OTRS package. if i remove the listed line, i get more and more errors.. Any idea ? cheers Bruno Santos -- Say no to software patents www.nosoftwarepatents.com/ -- bvsantos(a)hal.min-saude.pt -- Divisao de Informatica informatica(a)hal.min-saude.pt Tel: +351 272 000 155 Fax: +351 272 000 257 -- Hospital Amato Lusitano geral(a)hal.min-saude.pt Tel: +351 272 000 272 Fax: +351 272 000 257

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Autoresponse with GenericAgent.pm
by Yann Richard 14 Feb '05

14 Feb '05

Hi all, Is there a way to send autoresponse or pre-formated message with GenericAgent.pm with OTRS: V1.2.x ? Thanks, -- M. Yann Richard yann.richard on gmail.com

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RE: [otrs] 'Move' bug in OTRS 1.2.3
by Varsani, Rajendrakumar (PSD) 11 Feb '05

11 Feb '05

We've noticed that OTRS begins moving a ticket from one queue to another before you press the 'Move' button. The bit of HTML code that does this looks like this: onchange="submit()" This is obviously wrong as it submits the item immediately an alternative choice is made. Which bits of OTRS do I need to edit in order to remove this fragment of code? Rajendrakumar Varsani BSc (Hons) Tel: (01904) 455805 (GTN 5138 5805) Fax: (01904) 455711 (GTN 5138 5711) Mobile: 07968 243125 Email: rajendrakumar.varsani(a)psd.defra.gsi.gov.uk The original of this email was scanned for viruses by the Government Secure Intranet (GSi) virus scanning service supplied exclusively by Energis in partnership with MessageLabs. On leaving the GSi this email was certified virus-free

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Re: [otrs] Why are we getting circular emails?
by Varsani, Rajendrakumar (PSD) 11 Feb '05

11 Feb '05

For example: From: OTRS System [otrshelp(a)psd.defra.gsi.gov.uk] To: OTRS System Subject: [Ticket#: 2005021110000055] New State 'closed successful'! *** THIS IS JUST A NOTE *** The state of your ticket '2005021110000055' has been changed by 'Andrew Storr' to 'closed successful'. <http://server_name/otrs/customer.pl?Action=CustomerZoom&TicketID=1461> http://server_name/otrs/customer.pl?Action=CustomerZoom&TicketID=1461 Your OTRS Notification Master *** THIS IS JUST A NOTE *** This is the history of the ticket: [ History of Ticket#: 2005021110000055 ] - <http://comet2/otrs/index.pl?Action=AgentZoom&TicketID=1461&ArticleID=6144&Q ueueID=42> Back Action: Comment: Zoom: User: Createtime: NewTicket Ticket=[2005021110000055], ID=[1461] created (Q=Databases & Application Support::5 - Within 1 Day;P=[..] - mxxx (Doug Thomas) 02/11/2005 10:30:07 EmailAgent Send email to customer. <http://comet2/otrs/index.pl?Action=AgentZoom&TicketID=1461&ArticleID=6144> x mxxx (Doug Thomas) 02/11/2005 10:30:07 Lock Ticket lock. - mxxx (Doug Thomas) 02/11/2005 10:30:12 OwnerUpdate New Owner is 'mzzz' (ID=6). - mxxx (Doug Thomas) 02/11/2005 10:30:12 SendAgentNotification Sent 'OwnerUpdate' notification to 'andrew. <mailto:'andrew.storr(a)psd.defra.gsi.gov.uk'> storr(a)psd.defra.gsi.gov.uk'. - mxxx (Doug Thomas) 02/11/2005 10:30:17 SendCustomerNotification '.">Sent notification to 'OTRS System <otrshelp(a)psd.defra.gsi.gov.uk>'. <http://comet2/otrs/index.pl?Action=AgentZoom&TicketID=1461&ArticleID=6145> x mxxx (Doug Thomas) 02/11/2005 10:30:17 TimeAccounting 1 time unit(s) accounted. Now total 1 time unit(s). <http://comet2/otrs/index.pl?Action=AgentZoom&TicketID=1461&ArticleID=6144> x mxxx (Doug Thomas) 02/11/2005 10:30:21 SendAnswer Sent email to 'pauline. <mailto:'pauline.curren(a)psd.defra.gsi.gov.uk'> curren(a)psd.defra.gsi.gov.uk'. <http://comet2/otrs/index.pl?Action=AgentZoom&TicketID=1461&ArticleID=6146> x mxxx (Andrew Storr) 02/11/2005 10:34:13 TimeAccounting 2 time unit(s) accounted. Now total 3 time unit(s). <http://comet2/otrs/index.pl?Action=AgentZoom&TicketID=1461&ArticleID=6146> x mxxx (Andrew Storr) 02/11/2005 10:34:18 StateUpdate Old: 'open' New: 'closed successful' <http://comet2/otrs/index.pl?Action=AgentZoom&TicketID=1461&ArticleID=6146> x mxxx (Andrew Storr) 02/11/2005 10:34:18 SendCustomerNotification '.">Sent notification to 'OTRS System <otrshelp(a)psd.defra.gsi.gov.uk>'. <http://comet2/otrs/index.pl?Action=AgentZoom&TicketID=1461&ArticleID=6147> x mxxx (Andrew Storr) 02/11/2005 10:34:18 Unlock Ticket unlock. - mxxx (Andrew Storr) 02/11/2005 10:34:24 I've set up a rule in Outlook to catch all circular emails but it would be useful to eradicate the problem Any help appreciated Rajendrakumar Varsani Database & Application Support Team Pesticides Safety Directorate 01904 455805 07968 243125 <mailto:It.helpdesk@DEFRA.GSI.GOV.UK> rajendrakumar.varsani(a)psd.defra.gsi.gov.uk Room 134, Mallard House Kings Pool, York, YO1 7PX PSD's Website: http://www.pesticides.gov.uk The original of this email was scanned for viruses by the Government Secure Intranet (GSi) virus scanning service supplied exclusively by Energis in partnership with MessageLabs. On leaving the GSi this email was certified virus-free

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search tickets I have been owner of
by Anne-Mie Vandermeeren 11 Feb '05

11 Feb '05

Hi, I'd like to see all tickets that I have been owner of and another agent followed up after me. So not only the tickets I was the last owner of. Is there a way to extend the search module with this option? Anne-Mie

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OTRS without email
by Mohin Naik 11 Feb '05

11 Feb '05

Hi Guys, I work for an organization where most of the users don't have an email address. Also we have an LDAP database in which all users have a username/password which is used by various applications. The LDAP module in OTRS requires email as an required field. Can I somehow configure OTRS so that it is not so much email dependent. Most of the service request come through phone or through the web frontend Regards, Mohin

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Customer view ticket status
by Giuseppe Iuculano 11 Feb '05

11 Feb '05

Hello, Is there a way to allow users to view ticket status also if they are not registered? (Email ticket for example) Regards.

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