December 2006 - otrs - OTRS mailing lists

RE: [otrs] History History History
by Dave Wojciechowski 09 Dec '06

09 Dec '06

I guess that needs some more info, our contacts are restaurants so we get calls from mgmt in the stores and we setup 1 customer for each location, that is why we we are putting the name in the customer ID. ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Dave Wojciechowski Sent: Saturday, December 09, 2006 4:55 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] History History History Well I seam to have answered my own question, the history that is pulled up when you start a new email ticket or phone ticket is searched by the customer ID, we are putting the contact name in for this field as we don't have customer id's anyone have any suggestions on how to get the history to display the last few tickets and get around this so we don't have to merge a ton of ticket because of duplicate calls to our desk? ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Dave Wojciechowski Sent: Saturday, December 09, 2006 10:32 AM To: User questions and discussions about OTRS.org Subject: [otrs] History History History Does, anyone know what controls the history that is listed when opening a new phone ticket? I'm seeing odd things such as it will list tickets a week old and closed but will skip over some ticket that are open. Thanks I'm Wojo

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RE: [otrs] History History History
by Dave Wojciechowski 09 Dec '06

09 Dec '06

Well I seam to have answered my own question, the history that is pulled up when you start a new email ticket or phone ticket is searched by the customer ID, we are putting the contact name in for this field as we don't have customer id's anyone have any suggestions on how to get the history to display the last few tickets and get around this so we don't have to merge a ton of ticket because of duplicate calls to our desk? ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Dave Wojciechowski Sent: Saturday, December 09, 2006 10:32 AM To: User questions and discussions about OTRS.org Subject: [otrs] History History History Does, anyone know what controls the history that is listed when opening a new phone ticket? I'm seeing odd things such as it will list tickets a week old and closed but will skip over some ticket that are open. Thanks I'm Wojo

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Re: [otrs] Ticket merge gives error, OTRS 2.1.3
by Colby W. 09 Dec '06

09 Dec '06

> Experincing the same issue, here, we found that you don't get the error > > only if you check the box that you want to notify the customer. > > -----Original Message----- > > From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of > > Brendan Humphreys > Sent: Tuesday, December 05, 2006 6:13 PM > To: User questions and discussions about OTRS.org > Subject: [otrs] Ticket merge gives error, OTRS 2.1.3 > > Hi, > > We just upgraded from OTRS 2.0.4 to OTRS 2.1.3 and now Ticket Merge is > causing problems. > > When two tickets are merged, the following happens: > > > 1. OTRS returns a generic "Error" web page, but with no error detail at > > all > > > 2. the tickets ARE actually merged, BUT all participants receive a merge > > notification email, even though the "notify user" option is left > unchecked. > > > We typically don't want to pester customers with merge notifications, so > > this has left us unable to use Merge. > > I've looked through the logs and can't see any error messages. > > I'd very much appreciate some help in tracking down the cause of this > problem, as our team uses ticket merge a lot. > > Cheers, > -Brendan I am experiencing the same problem. I set $Self->{'Ticket::Frontend::MergeText'} = ''; in the Kernel/Config/Files/ZZZAuto.pm which removed the default text, however, when I merge tickets, there are several blank lines followed by a series of spaces in the Text field of the merge ticket form. The blank lines appear to be '\0' rather than '\n' as I am unable to highlight the characters. If I remove the extra characters I can successfully merge the tickets (ie, no error). --- Colby W.

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Blocky Text
by Dave Wojciechowski 09 Dec '06

09 Dec '06

Is anyone else having a problem w/ blocky text on notes and phone calls when attaching files, it cuts the text down and puts in carriage returns. Thanks I'm Wojo

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History History History
by Dave Wojciechowski 09 Dec '06

09 Dec '06

Does, anyone know what controls the history that is listed when opening a new phone ticket? I'm seeing odd things such as it will list tickets a week old and closed but will skip over some ticket that are open. Thanks I'm Wojo

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Need TicketID Error!
by Marcos Kamada 09 Dec '06

09 Dec '06

Good Morning for all friends! When I upgrade my OTRS system from version 2.0.4 to version 2.1.3 I have this problem when I create a new ticket in Customer Interface: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Sat Dec 9 07:34:26 2006 Message: Need TicketID! Traceback (30400): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.94) Line: 84 Module: Kernel::Modules::CustomerTicketMessage::Run (v1.12) Line: 285 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.16) Line: 695 Module: /var/www/otrs-2.1.3/bin/cgi-bin/customer.pl (v1.37) Line: 47 Somebody now how can I fix this error? My system database base is Postgres! Regards, -- -------------------------------- Marcos Mina Kamada

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Suggested improvement to index.pl
by Stewart Midwinter 08 Dec '06

08 Dec '06

I spent quite a while trying to log in as a customer on my newly-installed OTRS on the index.pl page, without success. Then I went looking on the mailing list archives and eventually found another user in the same boat, from 3 years ago. The solution was that customers are supposed to log in at customer.pl! What if a customer by mistake accesses your OTRS installation and gets index.pl? She'll never get in. How about a gentle suggestion to any potential customer users that visit that page by mistake? Here's my suggested revision to the code in login.dtl beginning around line 68 (extra lines provided for contextual placement): <table border="0" cellspacing="0" cellpadding="3" width="270"> <tr> <td align="center" class="singleboxhead">$Text{"Welcome to %s", "$Config{"ProductName"}"}</td> </tr> <tr> <td align="center" class="singleboxbody"> <table cellspacing="8" cellpadding="2">  <tr> <td class="singleboxbody">Customer?<br />Please log in at:<br /><a href='/otrs/Customer.pl'>Customer page</a>.</td> </tr>  <tr> <td class="singleboxkey">$Text{"User"}:</td> <td class="singleboxvalue"><input type="text" name="User" value="$QData{"User"}" size="18"></td> </tr> cheers S __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com

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auto-reply to cc: addresses?
by Dale Shriver 08 Dec '06

08 Dec '06

Hello all, Is there an answer published for this issue? OTRS currently only auto replies to the sender of a message, but doesn't seem to reply to everyone on the original request for assistance. Any help would be appreciated. I need OTRS to reply to both the sender, and everyone else the sender copied. Thanks, Dale [otrs] auto-reply to cc: addresses? kougioum at no-log.org kougioum at no-log.org <mailto:otrs%40otrs.org?Subject=%5Botrs%5D%20auto-reply%20to%20cc%3A%20a ddresses%3F&In-Reply-To=> Fri Dec 3 10:52:34 CET 2004 * Previous message: [otrs] bulk feature problems <http://lists.otrs.org/pipermail/otrs/2004-December/006814.html> * Next message: [otrs] GD and Stats <http://lists.otrs.org/pipermail/otrs/2004-December/006816.html> * Messages sorted by: [ date ] <http://lists.otrs.org/pipermail/otrs/2004-December/date.html#6810> [ thread ] <http://lists.otrs.org/pipermail/otrs/2004-December/thread.html#6810> [ subject ] <http://lists.otrs.org/pipermail/otrs/2004-December/subject.html#6810> [ author ] <http://lists.otrs.org/pipermail/otrs/2004-December/author.html#6810> ________________________________ Hello everybody To the point: how can we make otrs send auto replies not only to the From: address but to all cc: addresses, and to certain other (prefixed) addresses? thanks in advance for any replies, george. Dale Shriver . Director of Enterprise Systems Cortiva Institute . 230 Park Avenue . 27th floor . New York . NY . 10169 c 646.421.9332 f 786.345.0733 e dshriver(a)cortiva.com http://www.cortiva.com <http://www.cortiva.com/>

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Customer User Creation via Email
by Hellebust, Dan 08 Dec '06

08 Dec '06

Perhaps I am missing something somewhere but when I sent a test email to the demo.otrs.org and then hit http://demo.otrs.org/otrs/customer.pl to request a password for account I used to send a test message I was then forwarded a generic password and able to logon via customer.pl. My own installation isn't running this way. I am able to have otrs (btw ver 2.1.3) pop the mail account and push the email into the holding queue and it creates a customerid but does not actually create a generic customer account. Is there something somewhere that I have failed to turn on or a change that I need to make in order to get that function to work? /******************************/ Dan Hellebust Information Specialist I Administration and Finance University of Kansas 785-864-5937 danielh(a)ku.edu /******************************/

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Limit the reply text
by Mads N. Vestergaard 08 Dec '06

08 Dec '06

Hi There, How do we limit or we remove the reply text.... Or maeby put it below the signature. Please advice. Thanks in advance. -- Mads N. Vestergaard | http://timmy.dk

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