January 2006 - otrs - OTRS mailing lists

FAQ Entries
by Richard Mollel 13 Jan '06

13 Jan '06

Hi, Still a newbie here...trying to customize otrs to my liking. Questions: 1. How do entries end up in the faq section? I can't seem to figure that out so far... (maybe with time i will). 2. I need to be able to designate certain closed cases as candidates for the FAQ. So, when i am closing a case, in the note section, i would prefer to see an option other than "note internal", such as "note public" for example. 3. Under my http://hostname/otrs/public.pl, there are no entries...and i dont know how to designate anything to go there yet. If you could save me some time figuring this out, it would help a great deal. _Thanks Richard __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com

1 1

AW: SOLVED: [otrs] v2.0.4 Changing Ticket Sequence Number
by shawn.beasley＠dlh.de 13 Jan '06

13 Jan '06

No Prob, Happy to help. Thank you, Shawn Beasley Support - IT Cargo Future Communications GmbH Building 1335 55483 Airport Hahn Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de Web: http://www.cfc-callcenter.com -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Richard Mollel Gesendet: Freitag, 13. Januar 2006 16:39 An: User questions and discussions about OTRS.org Betreff: SOLVED: [otrs] v2.0.4 Changing Ticket Sequence Number Thanks for your response. I also just found this option, in Default.pm and moved it to Config.pm. The change i made was:: #For ticket ID's:: $Self->{'Ticket::NumberGenerator'} = 'Kernel::System::Ticket::Number::AutoIncrement'; # further config option for Kernel::System::Ticket::Number::AutoIncrement # (min ticket counter size) $Self->{'Ticket::NumberGenerator::MinCounterSize'} = 3; This works, getting short (5 digits total) ticket number. _Thanks Richard --- shawn.beasley(a)dlh.de wrote: > Hello Richard, > > Try: > > Config Options: Ticket -> Core::Ticket > > Ticket::NumberGenerator > > > > Vielen Dank, > > Shawn Beasley > Support - IT > > -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org > [mailto:otrs-bounces@otrs.org] Im Auftrag von > Richard Mollel > Gesendet: Donnerstag, 12. Januar 2006 17:40 > An: otrs(a)otrs.org > Betreff: [otrs] v2.0.4 Changing Ticket Sequence > Number > > (Re-posting...i did not receive my own posting > initially.) > > Hi, > I installed ver 1.3 initially, everything tested OK. > Now > i installed 2.0.4, and i do not see the choice for > using a custom ticket numbers. It defaults to > Ticket#2006011101000018 format. > I need something shorter....where is this option? It > was straight forward in the old installation. > _Thanks in advance > > Richard. > > __________________________________________________ > Do You Yahoo!? > Tired of spam? Yahoo! Mail has the best spam > protection around > http://mail.yahoo.com > _______________________________________________ > 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/ > _______________________________________________ > 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/ > __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com _______________________________________________ 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/

1 0

AW: [otrs] v2.0.4 Changing Ticket Sequence Number
by shawn.beasley＠dlh.de 13 Jan '06

13 Jan '06

Hello Richard, Try: Config Options: Ticket -> Core::Ticket Ticket::NumberGenerator Vielen Dank, Shawn Beasley Support - IT -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Richard Mollel Gesendet: Donnerstag, 12. Januar 2006 17:40 An: otrs(a)otrs.org Betreff: [otrs] v2.0.4 Changing Ticket Sequence Number (Re-posting...i did not receive my own posting initially.) Hi, I installed ver 1.3 initially, everything tested OK. Now i installed 2.0.4, and i do not see the choice for using a custom ticket numbers. It defaults to Ticket#2006011101000018 format. I need something shorter....where is this option? It was straight forward in the old installation. _Thanks in advance Richard. __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com _______________________________________________ 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/

2 1

changing things in otrs
by peter brouwer 13 Jan '06

13 Jan '06

Hi All! I'm trying to make some changes in OTRS, but can seem to get started. Whatever i do it doesnt seem to change anything in otrs at all. For example if i try to edit Output/HTML/Standard/AgentZoomHead.dtl and comment this line out: # should we show the close action #<dtl if ($Data{"AgentClose"} ne "0") { $Data{"AgentCloseStrg"} = " - <a href="$Env{"Baselink"}Action=AgentClose&TicketID=$Data{"TicketID"}&QueueID=$Data{"QueueID"}" onmouseover="window.status='$Text{"Close"}'; return true;" onmouseout="window.status='';" class="menuitem" title="$Text{"Close this ticket !"}">$Text{"Close"}</a>"; }> I expect the close button to not show up anymore, but nothing happens. Any help to get started would be welcome. Cheers.

2 1

AW: [otrs] Miscellaneous question on tweaking OTRS behaviour
by shawn.beasley＠dlh.de 13 Jan '06

13 Jan '06

Hello Luca, - Requiring the agents to enter a value in the Time Unit field ( 0 allowed) by making it mandatory and reporting an error when the agent forgots to enter a value. Ticket::Frontend::NeedAccountedTime: Vielen Dank, Shawn Beasley Support - IT -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Luca Corti Gesendet: Freitag, 13. Januar 2006 10:56 An: otrs(a)otrs.org Betreff: [otrs] Miscellaneous question on tweaking OTRS behaviour Hello all, here's a small list of things I can't figure out how to do in OTRS: - Requiring the agents to enter a value in the Time Unit field ( 0 allowed) by making it mandatory and reporting an error when the agent forgots to enter a value. - Avoiding tickets to be reopened if a customer replies to an agent email message when the tickets are in pending autoclose state or closed state. - Allowing tickets to be opened by emails sent to the postmaster pop3 account only if the email address is present in the customer database. thanks -- Luca Corti PGP Key ID 1F38C091 BOFH excuse of the moment: suboptimal routing experience _______________________________________________ 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/

2 1

Miscellaneous question on tweaking OTRS behaviour
by Luca Corti 13 Jan '06

13 Jan '06

Hello, here's a list of things I can't figure out how to do in OTRS: - Requiring the agents to enter a value in the Time Unit field ( 0 allowed) by making it mandatory and reporting an error when the agent forgots to enter a value. - Avoiding tickets to be reopened if a customer replies to an agent email message when the tickets are in pending autoclose state or closed state. - Allowing tickets to be opened by emails sent to the postmaster pop3 account only if the email address is present in the customer database. thanks -- Luca Corti PGP Key ID 1F38C091 BOFH excuse of the moment: suboptimal routing experience

1 1

Need TicketID in TicketStdResponseString()
by ibrahim ALIZ 13 Jan '06

13 Jan '06

hi All, Is there a documentation that shows the relationships in OTRS database, for ex: primary & foreign keys. The problem is when I insert a new ticket to the database externally, the system recognizes the ticket, however it doesnt show any info related instead of a notice in the blue part saying "Need TicketID in TicketStdResponseString()". Thanks for your time, ibrahim ALIZ conVISUAL A.G. Oberhausen, Germany __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com

1 0

Moving database from one server to another
by Alina Florea 13 Jan '06

13 Jan '06

Hi everybody, I have installed OTRS 2.0.4 on a new server and I want to move the database from the old server (OTRS 1.0.3) to the new one. Both OS ar Fedora Core 3. I have backuped the database from the old server using mysql_hourly.sh and I have used the following command to charge the mysql database into the new one: mysql -u root -p test < mysql.sql Now, when I try to connect to OTRS I have the following message: "Can't insert session id! at ...//Kernel/system/AutSession/DB.pm line 198" What have I did wrong? If anyone has altready moved a database and worked, any advice will be appreciate. Best regards. Alina Florea.

2 1

simple customer database
by okzie＠amatti.biz 13 Jan '06

13 Jan '06

I want to use simple customer database, for address book purpose only, not for customer tracking ticket state. The customer table in otrs database is, ok, but I prefer some fields to add, like phone, post address etc. I have a working instalation of otrs, on slackware box, with mysql, etc. everything is fine, but I can't see the custommer users. I need to see and edit the custommer user, and posibility to see custommer info, and take custommer to create a ticket. I do not need an external database, the otrs database is ok, but I need a working frontend !!! Optional i want to disable customer login Anybody can help me with a how-to ? sorry for my english Thanks, Ovidiu

2 1

a problem with countdown escalation time
by okzie＠amatti.biz 13 Jan '06

13 Jan '06

in search mode I can see the age of ticket, but in zoom mode, escalation time is unchanged for few hours what is the solution ?

2 1