June 2005 - otrs - OTRS mailing lists

Customer User ticket zoom (1.3.2)
by Kevin Kasner 30 Jun '05

30 Jun '05

Hi all! When a customer logs in to the UI and zooms into an existing ticket, they have the option of attaching a webrequest to the ticket. Unfortunately, the next state of the ticket defaults to Closed-Resolved. This has caused a couple of customers to accidentally close their tickets then wonder why we never got back to them... I looked in the Config.pm and Defaults.pm files but could not find a next ticket state for webrequests that can be used to change the default... Did I miss it, or is there some other way to control this? Thanks!! Kevin

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<OTRS_TICKET_TicketNumber>
by Marcus Hopwood 30 Jun '05

30 Jun '05

Hi, Apologies if this is in the archive - I'm struggling to search it. I want to include the Ticket Number in an Auto Response. The useable options shows <OTRS_TICKET_TicketNumber> as the way to do this however when I try this the response includes the text "<OTRS_TICKET_TicketNumber>" rather than the ticket number. Can anyone suggest where I'm going wrong? (This is a new install of OTRS 2.0.0 beta2). Thanks, Marcus Hopwood Internet Facilitators Ltd

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test
by Marcus Hopwood 30 Jun '05

30 Jun '05

-- Marcus Hopwood, Service Manager Internet Facilitators Ltd Email: marcus(a)internetf.co.uk Tel: +44 (0)161 275 1101 Fax: +44 (0)161 209 8427 Mob: +44 (0)7798 557879

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Réf. : Re: Réf. : Re: [otrs] Can't see tickets sent in a sub-queue
by MDauguet＠interforum.fr 30 Jun '05

30 Jun '05

Christian Schoepplein <christian.schoepplein(a)otrs.de> Envoyé par : otrs-bounces(a)otrs.org 30/06/2005 11:29 Veuillez répondre à "User questions and discussions about OTRS.org" Pour : "User questions and discussions about OTRS.org" <otrs(a)otrs.org> cc : Objet : Re: Réf. : Re: [otrs] Can't see tickets sent in a sub-queue Hello Martin, On Tue, Jun 28, 2005 at 02:50:07PM +0200, MDauguet(a)interforum.fr wrote: > I'm using OTRS 1.3.2 on a RedHat 8.0 distribution. > > To clarify my problem here a simple example: > I have differents queues structured like this: > > *queue1 > -subqueue1.1 > -subqueue1.2 > -subqueue1.3 > -subqueue1.4 > *queue2 > -subqueue2.1 > -subqueue2.2 > > If I create a ticket in the "queue1" or in the "queue2" all is working > correctly. > Whereas if I create (or move by "Change queue") a ticket in the > "queue1.2", in the QueueView, I can see a new ticket arrived in a the > "queue1" but when I click on the "queue1" to see it, no ticket is visible. > > I thinked that if I clicked on the "queue1", it will appear the list of > the tickets send to "queue1", "subqueue1.1", "subqueue1.2", "subqueue1.3" > and "subqueue1.4". Yes, that is the normal behavior. Either you see the tickets in the main queue or a list of the sub queues with the count of new tickets. >Be it seems it shows only "queue1". Have you set any parameters, that some sub queues are only read only? Or are the main and its sub queues all read- and writable for the user? Best regards, Christian ________________________________ I haven't set any parameters about read only. And even in an admin session it doesn't work whereas I have all rights... Best regards, Martin -- ((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/

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Javascript popup for bulk actions
by Dean Baldwin 30 Jun '05

30 Jun '05

Hi, The following config option used to work in version 1.3.2: $Self->{FrontendBulkFeatureJavaScriptAlert} I have recently upgraded to version 2 beta and this feature seems to have stopped. Clicking on a the check box for a ticket now brings up the javascript popup. Is this config option going to return or is there some other way of turning off the popup. Many thanks, Dean

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How to know who is the Queue Owner?
by Nanditha Guruswamy 30 Jun '05

30 Jun '05

Hello there, Iam a new user of OTRS and my question is: How can I track whick ticket is assigned to whom or who is the Queue owner? Thanks in advance.. Nanditha Guruswamy.

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Installation problem.
by David Chubb 30 Jun '05

30 Jun '05

System Redhat 7.3 installed via RPM. I am having an issue running the Install.pl since I do not have a webbrowser (or any GUI at all) installed on the local machine. I am getting a 403 - Forbidden error when I try and run access it remotely. How can I remove the restriction on having to run this file from the localhost? (for just long enough to get the system installed) --David Chubb Support Technician ======================= VirPack 1715 Pratt Drive Suite 3600 Blacksburg, VA 24060 Phone: 540-961-9160 x58 Cell: 540-449-3308 E-mail: dchubb(a)virpack.com =======================

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Réf. : Re: [otrs] Can't see tickets sent in a sub-queue
by MDauguet＠interforum.fr 30 Jun '05

30 Jun '05

I'm using OTRS 1.3.2 on a RedHat 8.0 distribution. To clarify my problem here a simple example: I have differents queues structured like this: *queue1 -subqueue1.1 -subqueue1.2 -subqueue1.3 -subqueue1.4 *queue2 -subqueue2.1 -subqueue2.2 If I create a ticket in the "queue1" or in the "queue2" all is working correctly. Whereas if I create (or move by "Change queue") a ticket in the "queue1.2", in the QueueView, I can see a new ticket arrived in a the "queue1" but when I click on the "queue1" to see it, no ticket is visible. I thinked that if I clicked on the "queue1", it will appear the list of the tickets send to "queue1", "subqueue1.1", "subqueue1.2", "subqueue1.3" and "subqueue1.4". Be it seems it shows only "queue1". Is it normal or is there an option to activate in the file Config.pm??? Thanks Martin Dauguet Christian Schoepplein <christian.schoepplein(a)otrs.de> Envoyé par : otrs-bounces(a)otrs.org 28/06/2005 13:14 Veuillez répondre à "User questions and discussions about OTRS.org" Pour : "User questions and discussions about OTRS.org" <otrs(a)otrs.org> cc : Objet : Re: [otrs] Can't see tickets sent in a sub-queue -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hello Martin, On Mon, Jun 27, 2005 at 12:04:34PM +0200, MDauguet(a)interforum.fr wrote: > When I create a new ticket and that I send it in a sub-queue, I cannot > visualize it in the interface agent whereas it works with a root-queue. > > I can just see in the QueueView that a ticket arrived in this queue. But > when I open this queue, no ticket is visible. > > I checked out all the possible modules or options related to queues. Also > groups and users settings look good. > > Can anyone give me a clue to solve this problem What OTRS version are you using and what is your operating system? What are the logs saying, if you sent a ticket into a sub queue? How do you send ticket into the sub queue? > Martin DAUGUET Best regards, Christian

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RE: [otrs] CSV Export
by Cogley, Rick 29 Jun '05

29 Jun '05

Hi Edgar - I'm just trying to say that it should show both - the more skillful calculated value of what the OTRS system operator would prefer - e.g. the elapsed-time-on-our-side figure - and the total elapsed. That way, you can QC it, going back to the customer and gently point out that the delay "seems to be more on your side..." and still use your preferred number as the default. If you lock it into the one way, there will be customers I assure you that will have a fit insisting to see the total elapsed (or, whatever number; always the one that is not there)! Therefore, you might as well have that option to show the "endpoints" - open, closed and elapsed - as well as your elapsed-time-on-our-side figure. That lets you massage it to fit each situation. Regards, Rick -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Edgar Meij Sent: Wednesday, June 29, 2005 10:18 PM To: otrs(a)otrs.org Subject: Re: [otrs] CSV Export On 6/24/05, Cogley, Rick <rick.cogley(a)esolia.co.jp> wrote: > Thanks Edgar, and it does indeed clarify. > > Since I am on the consulting side, I like your definition no matter > the language ;) - the diagram makes it clear. > > However, some customers might not accept that, so you might want to > add in a calculated / derived field for the elapsed time, should that > be what the client insists on. It really depends on how the contract > is negotiated in the end. People are picky about things like that, but > we would probably show both figures - time on our side, and total elapsed. Hmmm, I don't quite agree. Depends on the viewpoint I guess... If you send a reply to a customer, and that person is out for a coffee/holidays/whatever and replies again, say, a week later, you want that to count as elapsed time as well? That would make things easier to calculate though. > Will the standalone module be able to export to a csv file from the > command line, and if so, can I start testing early? I will feed back > to you what I find. It will be interesting to see if everything in > utf-8 exports correctly. Right now it has a web-based CGI frontend, but if you know the variables you want, you can indeed use the 'perl some_script.pl start_date=01-01-2005 end_date=31-1-2005' syntax. >Best Regards, >Rick Kind regards, Edgar 'An approximate answer to the right question is worth a great deal more than a precise answer to the wrong question' _______________________________________________ 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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TODO-List addon for OTRS?
by Fabian Portmann 29 Jun '05

29 Jun '05

Hi list Does anybody know about a TODO-List "Plugin" for OTRS like "FAQ" or "Calendar"? Is such a feature planned? Thanks Fabian

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