November 2006 - otrs - OTRS mailing lists

RE: [otrs] Changed configuration names in otrs 2 [was: Diverse Fragen zu geänderter Konfiguration in OTRS 2]
by Lars Monsees 03 Nov '06

03 Nov '06

>> Where does otrs save the options that have been changed via web >> interface? I couldn´t find it neither in the config.pm nor in the >> DB. >> >> > Look at > > $HOME/Kernel/Config/Files/ZZZ*.pm > > :-) > MW thx! what are these entries in ZZZAuto.pm??? delete $Self->{'Package::RepositoryList'}; $Self->{'1'} = 1; Am I right in thinking that this file is auto-generated when I want to see the list of changed options via webinterface and has no effect on my configuration?

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Changed configuration names in otrs 2 [was: Diverse Fragen zu geänderter Konfiguration in OTRS 2]
by Lars Monsees 03 Nov '06

03 Nov '06

Sorry, I forgot to change the original German subject. > Hello, > > I already asked this at the German mailing list some days ago but > haven´t got an answer, yet. > I recently updated our otrs installation from 1.2 to 2.1 and now have > some questions/problems regarding the configuration. > > The most important one: We have changed several options and as the > names for it have been changed our config file needs updating so that > these work again. I couldn´t find information for that. Where can I > get a list of options that have been renamed? > > Where does otrs save the options that have been changed via web > interface? I couldn´t find it neither in the config.pm nor in the DB. > > > Lars > _______________________________________________ > 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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Enable ticket generated time in search option
by BipinDas 03 Nov '06

03 Nov '06

Hi Is there any option to add ticket generated time in the search option. I would like to get the generated time instead of total age of the ticket in the ticket -- Greetings... ___________________________ Bipin Das Spectrum Softtech Solutions, 0484-4082000

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Unable to Change Ticket State when adding Notes
by Alo Anesi 02 Nov '06

02 Nov '06

Sorry, resubmitting because I didn't change the subject when replying. I have searched SysConfig, and I can't seem to find the place to Agents to set the next ticket state when adding a note. There's a checkmark on Ticket::Frontend::AgentTicketNote###StateType in Ticket -> Frontend::Agent::Ticket::ViewNote, but I don't see the option when I add a note. The only fields are Subject, Options, Text, Attachment, Note type and Time units. I've checked the .dtl files and they have the block for it. - 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

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RE: [otrs] Add a field to Customers
by Jase Critchley 02 Nov '06

02 Nov '06

View the OTRS doc at http://doc.otrs.org/2.1/en/html/ and read through section 9.4.3. It shows you how to: * Add fields into the customer_user table * Include additional field in Customer Self Registration * Include additional field in the default.pm file. It's pretty simple, however there is a field already called CustomerID. If you have multiple users with the same CustomerID then they can see each others tickets. i.e. User 1 and User 2 with the CustomerID of 'TestCompany'. Test 1 can see Test 2 tickets and vice versa. Good Luck, Jase Critchley Technical Director SwitchSupport Tel: 0845 094 0810 Mob: 0789 444 2068 w: http://www.switchsupport.co.uk e: jase.critchley(a)switchsupport.co.uk -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alo Anesi Sent: 02 November 2006 19:54 To: User questions and discussions about OTRS.org Subject: [otrs] Add a field to Customers I would like to add a field to the Customer user for the Company they are associated with. Is there a way to do this? Thanks, 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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Customer Time zone - Customer LDAP source
by Frank Wakelin 02 Nov '06

02 Nov '06

My apologies if this questions has been answered before, I'm new to the list. We're using the time zone function with OTRS and it is working well with regards to the agents. There is a problem however with the users (customers). Is there any way to set the time zone of a customer when using an LDAP backed? I would like to read the "city" of the customer and set the time zone based on it. If that's not possible is there a way to set at least a single time zone for the customer.pl pages? ________________________________ <http://www.cbvcollections.com/cbvImages/ecardlogo.jpg> Frank Wakelin Manager, Network/Telephony Services 100 - 814 Richards St. Vancouver, BC V6B 3A7 Telephone: (604) 661-7906 Mobile: (778) 229-9461 Fax: (604) 661-7996 fwakelin(a)cbvcollections.com Confidentiality Warning: This message and any attachments are intended only for the use of the intended recipients (otrs(a)otrs.org) are confidential, and may be privileged. If you are not the intended recipient, you are hereby notified that any review, retransmission, conversion to hard copy, copying, circulation or other use of this message and any attachments is strictly prohibited. If you are not the intended recipient, please notify the sender (Frank Wakelin) immediately by return e-mail, and delete this message and any attachments from your system. Thank you. Information Confidentielle: Le present message, ainsi que tout fichier qui y est joint, est envoye a l'intention exclusive de son ou de ses destinataires (otrs(a)otrs.org) il est de nature confidentielle et peut constituer une information privilegiee. Nous avertissons toute personne autre que le destinataire prevu que tout examen, reacheminement, impression, copie, distribution ou autre utilisation de ce message et de tout fichier qui y est joint est strictement interdit. Si vous n'etes pas le destinataire prevu, veuillez en aviser immediatement l'expediteur (Frank Wakelin) par retour de courriel et supprimer ce message et tout document joint de votre systeme. Merci

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Change number of lines sent in notifications
by Wes Plate 02 Nov '06

02 Nov '06

In OTRS 1.3.x how do I change the number of lines of a customer response sent in the agent notification. Right now it seems to 16 lines (or near that), but we'd like it to be a very large number so we always see the entire message. Where does this get set? I didn't see it in Config.pm -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

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Notify new owner of ticket?
by Terry Dobbs 02 Nov '06

02 Nov '06

I know there is a way to notify the new owner of a ticket, but I cant find it anywhere. Under "Admin" if I click "Notifications" I can see the en:Agent:OwnerUpdate notification. However, I cannot figure out how to assign this to a user/queue? Anyone have any idea? -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.409 / Virus Database: 268.13.21/511 - Release Date: 11/1/2006

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RE: [otrs] Notify new owner of ticket?
by Mamakwa M. Sefiri 02 Nov '06

02 Nov '06

I once had the same problem, Queue Management and make customer State Notify to be YES -----Original Message----- From: Nils Breunese (Lemonbit) [mailto:nils@lemonbit.nl] Sent: 02 November 2006 04:00 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Notify new owner of ticket? Terry Dobbs wrote: > I know there is a way to notify the new owner of a ticket, but I > cant find it anywhere. Under "Admin" if I click "Notifications" I > can see the en:Agent:OwnerUpdate notification. However, I cannot > figure out how to assign this to a user/queue? > > Anyone have any idea? Check out the first sentence of the Notifications chapter (http:// doc.otrs.org/2.1/en/html/x962.html) :o) Nils Breunese. _______________________________________________ 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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riminders
by Mamakwa M. Sefiri 02 Nov '06

02 Nov '06

Good day Is it possible to have reminders on the calendar? I book equipment using the OTRS calendar, so need to get reminders on the bookings. Thanks Mamakwa

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