October 2006 - otrs - OTRS mailing lists

AW: [otrs] FAQ-Database not working!!!!DEVELOPERS HELP!!!!
by shawn.beasley＠dlh.de 01 Nov '06

01 Nov '06

Hi Kai, Kai scrieb: >Hi Shawn! > >Sorry - i didn't got anything ... or it is moved to spam? Please resend >directly to my email ko(a)osthoff.net ! > >Thanks! Check you mail. :) Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 LPIC - 1 (pruefen) Cargo Future Communications GmbH -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Kai Osthoff Gesendet: Dienstag, 31. Oktober 2006 14:22 An: User questions and discussions about OTRS.org Betreff: AW: [otrs] FAQ-Database not working!!!!DEVELOPERS HELP!!!! Hi Shawn! Sorry - i didn't got anything ... or it is moved to spam? Please resend directly to my email ko(a)osthoff.net ! Thanks! _______________________________________________ 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 orr consulting for your OTRS system? =http://www.otrs.com/

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RE: [otrs] Why- Customer Next State: 'closed successful'NOT 'open'?(v.2.1.2)
by Alan McKeown 31 Oct '06

31 Oct '06

Hi, in answer to this look at the following from the documentation A ticket is finished if an answer is send back to the customer or if the ticket is closed by the system. If a customer sends an answer for a already closed ticket, the ticket will be reopened and the new information will be added. Regards Alan Mckeown JoraPh Consulting Ltd Unit 3, Springfield Industrial Estate, Newport, Shropshire, TF10 7NB Mobile: +44 (0)7841 996 331 Office: +44 (0)8700 433877 Fax: +44 (0)1952 825058 http://www.joraph.com ********************************************************************** CONFIDENTIALITY This message is confidential and may be legally privileged or otherwise protected from disclosure. If you are not the intended recipient, please telephone or email the sender and delete this message and any attachment from your system(s); you must not copy or disclose the contents of this message or any attachment to any other person. Although we have taken steps to ensure that this e-mail and attachments are free from viruses, we advise that in keeping with good computing practice, the recipient should ensure they are actually virus free. ********************************************************************** -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alexander Scholler Sent: 27 October 2006 06:00 To: User questions and discussions about OTRS.org Subject: Re: [otrs] Why- Customer Next State: 'closed successful'NOT 'open'?(v.2.1.2) s taylor schrieb: > *** What I now haven't been able to figure out is, 'WHY' in the > customer's interface, since the ticket has been 'closed successful', why > the followup form is available, allowing the customer to 'reopen' the > ticket. I don't want the customer to have this ability. Do you know > where I can prevent the customer from reopening a 'closed' ticket, but > still giving them the ability to 'close' their own tickets? It seems I > used to be able to do this, but not sure what I've inadvertently changed > in the config. That's a hard question! I think you have to test with the options within Frontend::Customer::Ticket::ViewZoom and queue-specific follow-up-setup. Perhaps, you also have to view the source-code. > Thanks again and thanks in advance. Bye, Alex _______________________________________________ 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 orr consulting for your OTRS system? => http://www.otrs.com/ -- This message has been scanned for viruses and dangerous content by JoraPh Consulting Ltd (Server #2), and is believed to be clean. -- This message has been scanned for viruses and dangerous content by JoraPh Consulting Ltd (Server #1), and is believed to be clean.

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AgentTicketPhoneNew
by shawn.beasley＠dlh.de 31 Oct '06

31 Oct '06

Good morning, Does anyone know how to get multiple rows here in this settting? Ticket::Frontend::AgentTicketPhone###Body: I would like to have a scripted text, when agents open a new phone ticket that looks like. The entry field for the body content is only one line and therefore it is, for me, impossible to input this text in block format as I would like to see it (look below) Room number : Workstation Number : U-Number (Employee): Callback Number : Exact problem description: When I put the text in the AgentTicketPhone.dtl it works, but when refreshing the screen by selecting queue, customer, etc.. the text multipilies and at the end of the ticket I have a long list of text that looks like this: Room number : Workstation Number : U-Number (Employee): Callback Number : Exact problem description: Room number : Workstation Number : U-Number (Employee): Callback Number : Exact problem description: Room number : Workstation Number : U-Number (Employee): Callback Number : Exact problem description: Room number : Workstation Number : U-Number (Employee): Callback Number : Exact problem description: Thanks for the support. Best Wishes, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 LPIC - 1 <http://www.lpi.org/de/verify.html?lpi_id=LPI000077664&ver_code=3vk4xshb x6> Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen 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.de <http://www.cfc-callcenter.de/>

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AW: [otrs] Changing navigation menu in OTRS 2.1.2
by shawn.beasley＠dlh.de 31 Oct '06

31 Oct '06

Alo, In the System config Config Options: Ticket -> Frontend::Agent::ModuleRegistration Frontend::Module###AgentTicketEmail: can either be delete or a group assigned that not all have Tell me if this helps Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 LPIC - 1 (pruefen) Cargo Future Communications GmbH -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Alo Anesi Gesendet: Dienstag, 31. Oktober 2006 06:21 An: User questions and discussions about OTRS.org Betreff: [otrs] Changing navigation menu in OTRS 2.1.2 I recently upgraded OTRS from 1.3 to 2.1.2. I used to omit the Email-Ticket item from the navigation bar by modifying the dtl templates in the Standard/Lite directories. However, now each nav item is generated by OTRS. Is there any way I can omit the Email-Ticket item from appearing in the navigation menu? - Alo ------------------------------------------------------- Aloiamoa Anesi, Jr. Network Operations Engineer Blue Sky Communications 478 Laufou Shopping Ctr Pago Pago, American Samoa 96799 -- Ph: +1.684.699.2759 ext 1098 Cell: +1.684.258.1098 VoIP Business Hours: 1098(a)voip.bluesky.as VoIP After Hours: 2098(a)voip.bluesky.as _______________________________________________ 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 orr consulting for your OTRS system? =http://www.otrs.com/

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How can I display a complete list of my FAQs?
by Martiny, Karsten 31 Oct '06

31 Oct '06

Hi all, I habe a question concerning the FAQ function. I want to see a complete list of the FAQs stored within OTRS. I thought I could get this list by hitting the search-button without entering any search strings. However, als long as I am logged in as an agent I only get a list with 25 results and can't find any option to display more than that. If I am not logged in and do the search it returns a complete (at least I assume it's complete) list of all public FAQs (~160}. So now my question: Why does the search not return a full list as long as I am logged in as an agent? Is there any other way to get a complete list with all FAQs from all categories or do I have to extract them by myself from the mysql db? Thanks in advance Karsten

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AW: [otrs] FAQ-Database not working!!!!DEVELOPERS HELP!!!!
by Kai Osthoff 31 Oct '06

31 Oct '06

Hi Shawn! Sorry - i didn't got anything ... or it is moved to spam? Please resend directly to my email ko(a)osthoff.net ! Thanks!

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AW: [otrs] Create a customer when creating a ticket
by shawn.beasley＠dlh.de 31 Oct '06

31 Oct '06

Hello Alo, There is a link above the Body segment in the Telephone ticket mask which opens a new window to the customer DB. This would allow you to create add a customer when creating the ticket. Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 LPIC - 1 (pruefen) Cargo Future Communications GmbH -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Alo Anesi Gesendet: Dienstag, 31. Oktober 2006 07:11 An: User questions and discussions about OTRS.org Betreff: [otrs] Create a customer when creating a ticket Is there any way to create a customer from the new ticket screen if that customer doesn't already exist? I would like to have the Call Center add new customers as they call in for tech support instead of having to manually add them on the backend. - Alo ------------------------------------------------------- Aloiamoa Anesi, Jr. Network Operations Engineer Blue Sky Communications 478 Laufou Shopping Ctr Pago Pago, American Samoa 96799 -- Ph: +1.684.699.2759 ext 1098 Cell: +1.684.258.1098 VoIP Business Hours: 1098(a)voip.bluesky.as VoIP After Hours: 2098(a)voip.bluesky.as _______________________________________________ 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 orr consulting for your OTRS system? =http://www.otrs.com/

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How do multiple rules work?
by Richard Bartlett 31 Oct '06

31 Oct '06

Hi, I'm setting up OTRS 2.1 in Windows to log calls based on incoming POP3 messages, and it's working fine, except for the high traffic I'm getting (even with spam filtering turned on and 3/4 other filters for Delivery Notifications, OOO's etc.) What I'd like to do is say 'everything gets ignored EXCEPT messages that meet X criteria'. The criteria could be sender address, sender domain, subject line etc etc. It seems at the moment everything is accepted, so setting messages to X-Ignore:Yes is an exception, I'd like to switch it to the other way round. Now, if I set a filter to ignore everything, then another rule that picks up some emails based on the header values, will the first rule negate the second? Do I order the specific header/queue match filter first, then the ignore everything filter afterwards? Finally, if I set these rules up, and an email comes in with a X-header value with a ticket reference in, will the rules over-ride the filter which matches the ticket reference to a ticket? Cheers, Richard Bartlett Computer Officer, Faculty of History, (Fourth Floor, Room 19) t: 01223 (3)35315 e: rb467 [at] cam.ac.uk

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AW: [otrs] New Messages Count versus View
by shawn.beasley＠dlh.de 31 Oct '06

31 Oct '06

Hey Reinhard, That depends on your config setting. A new message can be a new ticket, that was assigned an owner on creation, who's owner has taken no actions on the Ticket. You can change this in the system config to only show a new message when the ticket has not been viewed, then you will see a new message alert for the tickets that have not been touched by the owner, and all new messages about tickets that were locked and have new information. Is that clear? When the explanation is not clear, I can try to explain it again. But, for the meantime check the following setting. Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 <http://www.lpi.org/de/verify.html?lpi_id=LPI000077664&ver_code=3vk4xshbx6> LPIC - 1 Cargo Future Communications GmbH _____ Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Reinhard Travnicek Gesendet: Dienstag, 31. Oktober 2006 12:35 An: otrs(a)otrs.org Betreff: [otrs] New Messages Count versus View Hi All, I am running 2.1.1 and we are happy with it. I have one problem. The "New Messages Count" near the ICON in the Agent Interface shows the correct number of "New Messages" , but If I click the Icon I get a view with all the tickets of the last view days and all have a a red "NEW Message" attached to it. Is this a bug Regards Reinhard Travnicek mailto: reinhard.travnicek(a)x-tech.at

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AW: [otrs] FAQ-Database not working!!!!DEVELOPERS HELP!!!!
by shawn.beasley＠dlh.de 31 Oct '06

31 Oct '06

Hey Kai, Did you get my sreenshot? Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 LPIC - 1 (pruefen) Cargo Future Communications GmbH -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Kai Osthoff Gesendet: Dienstag, 31. Oktober 2006 08:28 An: User questions and discussions about OTRS.org Betreff: AW: [otrs] FAQ-Database not working!!!!DEVELOPERS HELP!!!! Hi Shawn! Alrighty ... ... but how exactly? A new object named FAQ at Ticket->Core::LinkObject - I've tried but surely made something wrong. I don't find any documentation or any howto linking faq and otrs ... ... does anybody? Otrs 2.1 and faq 1.0.11 Greets, Kai Osthoff Osthoff innovations it-services for professionals Am alten Kraftwerk 6 71672 Marbach am Neckar Telefon +49 (0)7144 880515 Telefax +49 (0)7144 8365838 http://www.osthoff-innovations.de Der Support für Windows XP Service Pack 1 endet zum 10.10.2006! Falls Ihre Systeme noch nicht mit Windows XP Service Pack 2 aktualisiert wurden, sollten Sie umgehend über ein entsprechendes Update nachdenken. Sprechen Sie mich an! > -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von > shawn.beasley(a)dlh.de > Gesendet: Montag, 30. Oktober 2006 18:26 > An: otrs(a)otrs.org > Betreff: AW: [otrs] FAQ-Database not working!!!!DEVELOPERS HELP!!!! > > Hey Kai, > > I have > > OTRS 2.1.2 > FAQ 1.0.11 > > And it seems to be only a matter of the link that is referenced by the > module. > > In the Ticket Module the link from the ticket to the faq is > > http://your.system.otrs.de/otrs/index.pl?Action=AgentFAQ&FAQID=4 > > but the FAQ returns directly to the FAQ explorer because it is waiting for > > http://your.system.otrs.de/otrs/index.pl?Action=AgentFAQ&ItemID=4 > > When you look at the link in the FAQ, it is a similar problem. > > http://your.system.otrs.de/otrs/index.pl?Action=AgentFAQ&CategoryID=&ItemI > D=183 > > and the actual view url is > > http://57.56.200.56/otrs/index.pl?Action=AgentTicketZoom&TicketID=183 > > I just do not know how to fix it. > > Your problem can be solved by adding the object in > > System Config -> Ticket -> Core::LinkObject > > There you should have added LinkObject => FAQ > > When I had the same problem as you, that is what I did. Now I have this > new problem. > > Tell me if this helps > > > Best Wishes, > > Shawn Beasley > Support - IT > LPID LPI000077664 > VERIFICATION NUMBER 3vk4xshbx6 > > LPIC - 1 (pruefen) > > Cargo Future Communications GmbH > > -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von > Kai Osthoff > Gesendet: Montag, 30. Oktober 2006 15:25 > An: User questions and discussions about OTRS.org > Betreff: AW: [otrs] FAQ-Database not working > > Hi Shawn! > > > I have the same problem. Now I have the newest version of the FAQ > > installed and I do not receive the message, but the link in the ticket > > sends me to the FAQ explorer, and the link in the FAQ sends me to a > blank > > page. HELLLLLLP! This is the "meat" of the system. Any ideas? > > Which Versions of OTRS and FAQ do you use? > > The only thing it is really working with faq is the continues getting > the following error: > > [ OTRS ] Mon 30 Okt 17:51:54 2006 > > Fehler: Module Kernel::Modules::FAQ not registered in Kernel/Config.pm! > Kommentar: > Fehler berichten: > Traceback: ERROR: OTRS-CGI-15 Perl: 5.8.8 OS: linux Time: Mon Oct > 30 17:51:54 2006 > > Message: Module Kernel::Modules::FAQ not registered in Kernel/Config.pm! > > Traceback (4489): > Module: Kernel::System::Web::InterfaceAgent::Run (v1.14) Line: 550 > Module: > ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::han > dler (v) Line: 47 > Module: (eval) (v1.81) Line: 203 > Module: ModPerl::RegistryCooker::run (v1.81) Line: 203 > Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169 > Module: ModPerl::Registry::handler (v1.99) Line: 30 > > > Greetings, Kai > > _______________________________________________ > 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 orr consulting for your OTRS system? > =http://www.otrs.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 orr consulting for your OTRS system? > =http://www.otrs.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 orr consulting for your OTRS system? =http://www.otrs.com/

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