April 2006 - otrs - OTRS mailing lists

accidentally set the admin account to 'invalid'
by Toby McMillan, RHCE 07 Apr '06

07 Apr '06

Hello everyone, My Admin account in my OTRS installation has accidentally been set to 'invalid' in the Group Management Page. Now the "admin" portion of the page has cannot be seen. Now, whenever I click on " Don't work with UserID 1 (System account)! Create new users!", it says " No Permission! Message: No Permission to use this frontend module! How do i set it back to being 'valid' in the database? Which tables,fields shall I toggle? Thanks in advance.

1 1

Feature request: call topic
by Corne Beerse 07 Apr '06

07 Apr '06

Hello, At this moment I'm configuring an evealuation setup for OTRS. All goes verry well, thanks for all that have created OTRS to what it is. There is however 1 item I cannot find in OTRS: Every ticket should have a 'topic' with it: A "subject" like item that is selected from a pre-created list of topics. In the end, the usage is to create statistics over these topics, just like the statistics over the queues. Regards, C. Beerse

4 4

Time's management
by Tojo RANDRIANAIVOJAONA 07 Apr '06

07 Apr '06

Hi ! I 'd like to manage time regarding every ticket. Generally, when customer creates ticket, time is initialized. So, the support team (ST) gives solutions. Afterwards, ST waits consumer's answer and sometimes, he puts much time to answer. Then, is it possible to give up time when I wait customer's answer ? If yes, in what section ? Can you help me !! Tojo Randrianaivojaona 06 33 56 94 84 ra_tojo(a)yahoo.fr Tojo.Randrianaivojaona(a)polytech.univ-nantes.fr

2 1

Version 2.05?
by Knut Haugen 07 Apr '06

07 Apr '06

I've seen a forthcoming version 2.0.5 mentioned sporadically here and there and I'm wondering if you are working on this with a specific release-date in mind? The reason I'm asking is that I have a potential client who might want to delay installation until 2.0.5 is released, but not if it's too far off. -- Knut Konsulent/programmerer Linpro AS web: http://www.linpro.no/ +47 21544100 gpg: http://www.knuthaugen.no/misc/key.asc.txt

2 1

HELP !! otrs doesn´t receive new mails anymore!!!
by Mercator GmbH 07 Apr '06

07 Apr '06

Since yesterday, I do NOT get ANY new mails with OTRS. I have NOT changed anything, neither on the server (my own one), nor in the config !!!! Just out of a sudden I don´t receive almost no mails... In the logfile I can see 2 or 3 mails, but on the server, there are still 130 mails that should have been downloaded from OTRS !!! I am still using a rather old version: 1.3.2 But without any problems until tonight!! I NEED to receive my mails!! I can send without any problems. WHAT could be wrong? Please contact me at: info(a)mercator.net Thanks, Marc

2 1

pop3, LDAP and the from field
by Mike McGrath 07 Apr '06

07 Apr '06

When users send mail to the OTRS system, Everything gets created fine except OTRS doesn't know who the customer is. Is there a way to map this? Also after a ticket has been created and I change the customer ID on the ticket, the "from" field in the ticket doesn't seem to be updated. Anyone else have these issues? -Mike

2 3

Some question
by Alessandro 07 Apr '06

07 Apr '06

1) Can i add TicketFreeText field in Customer web Form? in this mode i want to force Customer to compile it. 2) The only way to address a ticket to a queue form customer web form is the To field? Can i add some extra field to address ticket? Thanks to all in advance Alessandro

1 0

who installs me new version
by Mercator GmbH 06 Apr '06

06 Apr '06

Hi all, I have version 1.3.2 running for a year now.. I think.... I have some problems for some days now, have already posted to this list. For some days, NO mail is received, but it´s still on the server (the mails). I don´t know why. Anyway, I would like to have someone who could fix me this and also install the new OTRS version. I give server access and whatever you need. I will pay 20 euro with paypal. I think you need only 10 minutes to install, since 1.3.2 is already running. PLEASE, it´s urgent!! Write me at: marc(a)herms.it thanks!

1 0

RE: [otrs] Reskinning OTRS and also any integration with CRM?
by Jason Loven 06 Apr '06

06 Apr '06

Kurt, Thanks for your feedback. I have a very strong feeling we will be embarking on a similar modification program in the not-so-distant future. I have taken my own halting steps into the source modules on several occasions to just learn how things work internally but its soon time to modify the code. I'll try to keep in touch as I start and progress. -Jason -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Knut Haugen Sent: Thursday, April 06, 2006 3:24 PM To: otrs(a)otrs.org Subject: Re: [otrs] Reskinning OTRS and also any integration with CRM? [ Jason Loven ] > Just curious if anyone has done any work on reskinning OTRS at all? Some > of the views (like the open tickets view) show a lot of information it > would be nice to pare down to just a line or 3. I have. It started out as just a few tweaks, but I still decided to create a whole new theme with all changes in order to be able to switch back and forth. I just copied the Standard theme and went from there on. That's the easy part. How hard it gets afterwards, depends entirely on what you want to achieve. - Just changing some colors and margins is mostly done in the css, but you might need a few new css-classes here and there. - larger re-designs are hard as the OTRS design is based on tables and not divs. This depends mostly on your html-fu. - Introducing new templates and cleanup up the moderately overloaded interface is more, eh, interesting. Some stuff is controlled by config settings and group memberships and such. Changing these in the config file removes stuff (e.g. FAQ link in navigation bar, if you don't need that). Other stuff is controlled by where you are and what you can do. Here you have to set permissions and things like that. Again other things have to edited out of the template manually. And yet other stuff is controlled by obscure template variables virtually impossible to detect where are set and where they end up and in which template block/loop. This can be frustrating, to say the least. As an example I spent up to three hours in one particular spot trying to get a couple of new variables out into the template block in the right template, but eventually I gave and created a new module and template to do the job. The template language which is re-invented in OTRS leaves something to be desired, IMNSHO. On the positive side, it's fairly easy to find which module that handles a given page, just by looking at the url. If the URL says "Action=AgentTicketForward" for instance, there is a perl library called Kernel/Modules/AgentTicketForward.pm which handles this request, and template file probably called (also named in the file above) called Kernel/Output/HTML/YourTheme/AgentTicketForward.dtl which is used. That's about all there is to it. After that, it's elbow grease and hard html/perl coding. -- Knut Haugen Senior Consultant/programmer Linpro AS web: http://www.linpro.no/ +47 21544100 gpg: http://www.knuthaugen.no/misc/key.asc.txt _______________________________________________ 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

Reskinning OTRS and also any integration with CRM?
by Jason Loven 06 Apr '06

06 Apr '06

Just curious if anyone has done any work on reskinning OTRS at all? Some of the views (like the open tickets view) show a lot of information it would be nice to pare down to just a line or 3. Also has anyone managed to get OTRS working with any of the CRM systems out there like Microsoft CRM or SugarCRM? Thank you, Jason Loven Manager - Technical Services Department Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: support(a)cainetserv.net Web: http://www.cainetserv.com/

3 2