September 2005 - otrs - OTRS mailing lists

Why do the names of the queues blink? and "ExpandTicketZoom" Problem
by KartheeK 10 Oct '05

10 Oct '05

Hell0 All, I have implimented OTRS-2.0.2 on my machine.I have some doubts to be clarified. 1] Why do the names of some queues in the "Queue View" screen blink all the time. 2] In the File Ticket.pm, I have enabled "Expand Zoom Ticket". This expands all the notes added by agents in the ticket Zoom View. However the right hand side of the screen that has customer info,Compose Answer,Change queue repeate itself again and agin in the screen. How do I stop it?? Any input regarding the matter is a welcome. Regards KartheeK __________________________________________________________ Yahoo! India Matrimony: Find your partner now. Go to http://yahoo.shaadi.com

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POP3 + SSL
by Leonardo Pereira Guimarães 07 Oct '05

07 Oct '05

Hi, How can I configure my OTRS to use POP3 over SSL? Thanks Leonardo Pereira Guimarães Analista de Suporte e Operação Administrador de Sistemas - SCSA 55 21 4501 1846 www.certisign.com.br <http://www.certisign.com.br/> Você ainda não possui uma identidade digital? <http://www.certisign.com.br/produtos/email/index.html> Obtenha aqui!

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Problem w package manager
by Scott Sheridan 07 Oct '05

07 Oct '05

When I attempt to enter the admin package manager I get the following. Error: Sorry, for this interface is mod_perl2 with Apache2::Reload required. Other way [..] I am on redhat 7.3. The version of OTRS is 2.2 My ultimate goal is to install the calendar module. TIA Scott

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CustomerID for Phone tickets
by Matt Linton 30 Sep '05

30 Sep '05

When entering a phone ticket, I put the customers' email address in the "From:" field. But when I run a search for tickets, that email does not appear as the CustomerID. Can anyone explain why this is, and how I would get it to behave that way?

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English manual - Help with translation
by Christian Schoepplein 30 Sep '05

30 Sep '05

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hello, I finished the admin manual for OTRS 2.x. It is available on http://doc.otrs.org since a few days (English and German version). Because I'm no native English speaker, there are many gramatical errors, spelling mistakes, typos, e.g. in the English docu for sure :(. I would be very glad, if someone with better English knowledge can help me to improve the quality of the manual. Bug reports on any spelling mistakes, gramatical errors or typos, but also on mistakable explanations or verbalisations would be highly appreciated! Please report bugs in the manual on http://bugs.otrs.org or send a mail directly to me, if you like to help with the documentation for OTRS. If you like translate the manual into other languages let me also know! Best regards and thanks a lot for your support and help! Christian - -- ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769 http://www.otrs.com/ :: Communication with success! -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.2 (GNU/Linux) iD8DBQFDOVnxTFWOq90iSiERAorRAJ9g6KnocRcZtETuOqF4y90OCWMr3ACfYCE9 vgfoiuHPk9Sw4RrilhmB3JY= =QsT3 -----END PGP SIGNATURE-----

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Problem with adding queues to "My queues"
by Danie Theron 30 Sep '05

30 Sep '05

Hi , How does the Queue selection work in "Preferences" , if a Queue is part of a certain group , and users are added to that group , they should be able to see that queue in "My Queues" , correct? I have created a group called "cc-agents" , and added a few junior agents to it.There is a default queue assigned to this group called 'VPL" , but when an agent logs in , he can't see the Queue.Is there a way to assign multiple groups to a Queue.If someone can explain the logic (maybe I'm just a noob now :P) , that would be great. TIA -- Regards , Danie Theron Systems Administrator Verpakt Management Services email : danie(a)verpakt.com tel : +2711 6020117 If you dislike change, you're going to dislike being irrelevant even more. Experience is a wonderful thing. It enables you to recognise a mistake when you make it again. ------------------------------------------------------------------------------------------------------------------------------------------ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. ------------------------------------------------------------------------------------------------------------------------------------------

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Open + Close + Ticket Statistics
by Carlos Echavarria 30 Sep '05

30 Sep '05

Hello, I´ve been trying otrs for a couple of days now, but I haven´t been able to figure this out, tickets keep gaining age, and on the statistics module there´s no way of knowing for sure the time that it took for the ticket to get close (wich should be the diff from the opened time to close time minus the hold as far as I understand). Is something that I´m missing or is it just not there? Regards.

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Problems with Customer-Password-Emails
by Olivier Orlow - PeopleTec 29 Sep '05

29 Sep '05

I have set up OTRS on a WIN 2000 Server machine. Email is set up via SMTP. I can send out ticket-emails to users, but if a customer creates a new account (through customer.pl) the username and password are NOT sent by email. Also if the user asks for a new password, the feedback on the screen says, that a new password has been sent, but it hasn't. What could that be? Thanks Olivier P.S. How can I delete a customer that has set himself up an account?

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RE: Ticket Last Updated option in QueueView
by Colby W. 29 Sep '05

29 Sep '05

I have almost found what I am looking for. I added the following line to the AgentTicketQueueTicketView.dtl file just after the entry for the ticket age $Env{"Box0"}$Text{"Acted on"}: $Data{""}$Env{"Box1"} What I need to know is what $Data{} hash key is used to reference the change_time DB column (similar to the ticket's age referenced by $Data{"Age"}). I have tried $Data{"Changed"} but that did not provide any results. --- Colby Williams IKANO Communications ________________________________ From: Colby W. [mailto:colbyw@ikano.com] Sent: Thursday, 29 September 2005 8:51 AM To: 'otrs(a)otrs.org' Subject: Ticket Last Updated option in QueueView Is there a way to add an entry in QueueView that will display the date stamp of when a ticket was last updated/modified? Thank in advance, Colby Williams IKANO Communications

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Ticket Last Updated option in QueueView
by Colby W. 29 Sep '05

29 Sep '05

Is there a way to add an entry in QueueView that will display the date stamp of when a ticket was last updated/modified? Thank in advance, Colby Williams IKANO Communications

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