April 2005 - otrs - OTRS mailing lists

How to add OTRS_CUSTOMER_SUBJECT to new ticket body
by Ben Conrad 28 Apr '05

28 Apr '05

Hello folks, I'm having great success with OTRS so far, this list has helped a lot. I would like to insert OTRS_CUSTOMER_SUBJECT[30] into the body of en::Agent::NewTicket (or equivalent) so that the template or resulting new ticket email to the agent looks like: Hi <OTRS_USERFIRSTNAME>, there is a new ticket in "<OTRS_QUEUE>"! Subject: <OTRS_CUSTOMER_SUBJECT[30]> >>>>>>>> this is the part I want to work <OTRS_CUSTOMER_FROM> wrote: <snip> <OTRS_CUSTOMER_EMAIL[20]> <snip> I've tried entering this into the admin-area but the variable doesn't get picked up and is printed out as '<OTRS_CUSTOMER_SUBJECT[30]>' in the ticket notification email. I'm not really sure if I'm supposed to edit Config.pm and if so, what would I put in there. Thanks, Ben

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RE: [otrs] escalation
by Pete McDonnell 28 Apr '05

28 Apr '05

Nags people - Pete McDonnell > -----Original Message----- > From: Frank Cases [mailto:fcases@teliax.com] > Sent: Thursday, April 28, 2005 2:12 PM > To: otrs(a)otrs.org > Subject: [otrs] escalation > > > Sorry im confused somehow this morning > > what does escalation exactly do ? > > > > Frank > Customer Business Customization > Teliax Inc > > > _______________________________________________ > 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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escalation
by Frank Cases 28 Apr '05

28 Apr '05

Sorry im confused somehow this morning what does escalation exactly do ? Frank Customer Business Customization Teliax Inc

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RE: Introduction
by Aaron Bostick 28 Apr '05

28 Apr '05

If you are really concerned about having test information on your OTRS database, my suggestion would be to just drop the whole database and reinitialize it when you think you are ready to go live. Pretty straightforward to do in mysql. Aaron

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Escalation of Tickets although waiting is set
by Matthias Eichler 28 Apr '05

28 Apr '05

Hi List, I am experiencing a behaviour of OTRS which doesnt make sense to me: - I create a Ticket via "Phone-Ticket" and set the state to "waiting for reminder" with a date (i.e. in 10 days) when creating it - the ticket has "waiting for: 10 days and 23 hourse", BUT also "escalating in: 23 hourse and 59 minutes" So my question is: - how can I set that ticket escalation is not done when a ticket is on the "waiting for..." state? Thanks, Matthias P.S.: The version is 1.3.2

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Howto use groupwise addressbook with otrs ?
by Christophe Zwecker 28 Apr '05

28 Apr '05

Hi, Ive found howto attach it to an AD Server, but anyone done it with a groupwise server ? can u share your setup with me ? that be great, poking in confs for ldap can be really annoying... thx for help from you guys! Christophe -- Christophe Zwecker mail: doc(a)zwecker.de Hamburg, Germany fon: +49 179 3994867 http://www.zwecker.de "Reality is that which, when you stop believing in it, doesn't go away"

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Escalation by customer info
by Rudolf Harney 28 Apr '05

28 Apr '05

Hi, We'd like to use customer information, to escalate tickets: from an external user db, we extract customer info (Map => ...). One of the customer infos is UserVIP. If this is "1", an extra Email should be sent to a supervisor. Does someone know, how I can treat those tickets in a certain way, e.g. esalating them? Thank You, RUDOLF -- tuxwerk OHG web: www.tuxwerk.de mail: rh(a)tuxwerk.de

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problem with sending mail
by m 28 Apr '05

28 Apr '05

I recently made a series of changes to my network; the ability of OTRS to send email has been fouled up by it. Everything is still running on the same host. However, instead of having a dual-homed host with its own firewall, it is now a single-homed host with an external firewall (done the "right" way). When composing an answer to a ticket, I get the following: "CompIT Solutions Support System <helpdesk(a)compitsolutions.com> * invalid helpdesk(a)compitsolutions.com (mx)!" It returns me to the answer-composition page, however it also does not include the menu-bar at the top when returning me to the composition page. Any assistance would be MOST appreciated. If there are any logs/etc. required, I will provide them.

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RE: [otrs] Introduction
by Cainkar, Paul 28 Apr '05

28 Apr '05

Carlos, Q#1: SuSE 9.1 Good choice :). It also works on 9.2 with a little modification. Q#2: You can't delete users, but you can disable their access, effectively deleting them. Since OTRS is a database, if you wanted to delete a user you would have to delete all their respective tickets, otherwise you would lose the referential integrity of the platform as a whole. The last thing you want in a database is orphaned tickets. Instead of making provisions for the mass deletion of a user's tickets (who would want this anyways? You'd loose historical data.), they've made a way to disable that user's account. The user will still be listed, but from the users standpoint, he no longer exists. An override for test users or ability to hide users would be nice, but that's another story. Q#3: I wouldn't mess in the database yourself, unless you have a good knowledge of databases and the complex schema schema which OTRS uses. In any case, BACKUP FIRST! You might be better off reinstalling. On suse 9.1, you can turn a fresh system into a functional installation in around 10 minutes flat if you use the RPM. Just be sure to move your config file over if you use anything special (IE: LDAP/Active Directory.). Paul Cainkar -----Original Message----- From: Carlos Echavarria [mailto:carlos.echavarria@gmail.com] Sent: Wednesday, April 27, 2005 4:16 PM To: otrs(a)otrs.org Subject: [otrs] Introduction First of all I wanna introduce myself, I´m from Uruguay and have been investigatiing the OTRS software for a couple of weeks now. I have it operating on SuSE 9.1 and it´s working, what I´m trying to do now is to figure out the hole system before we put it to use on our company, since I´m going to be the administrator. The first question that pops to my head and haven´t found and answer yet is, Where does one go to delete, users, customers, etc? Does one had to go into the mysql database to do this?, since I´m doing a lot of testing and starting to need to erase the things I do in order to start over again. Well, I´m going to try to found some answers on the documentation. Best Regards.. _______________________________________________ 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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Customer Info
by Ashish 28 Apr '05

28 Apr '05

hi all, i want to display customer information like its name contact, phone information whenever agent zoom a ticket plus whenever any agent clicks on the user id while he is in the zoom mode. the user information should be displayed under Customer Data -- Thanks, __________________________________ Ashish

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