September 2006 - otrs - OTRS mailing lists

SysConfig items not updating
by Brian Dye 14 Sep '06

14 Sep '06

Hello All, Got a debian install all up and working, have read several other threads and have the permissions and everything setup so I can goto SysConfig, however after I select a group and a sub group and try to make changes to an element the changes are not made and everything appears grayed out. I cant uncheck the boxes because they are grayed out and when I change a value of an element and hit update the change is not made. I was however able to make changes via the .pm file, I would rather use the web interface however, any suggestions? -B

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RE: [otrs] auto reject in OTRS 1.3
by Maurer, Hermann 13 Sep '06

13 Sep '06

Hi Jason, please set 'Follow Up Option' to 'reject' in the settings of the appropriate queue. Gruß/Regards, Hermann Maurer > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Jason Joines > Sent: Tuesday, September 12, 2006 9:52 PM > To: otrs(a)otrs.org > Subject: [otrs] auto reject in OTRS 1.3 > > I'm using OTRS 1.3 on SuSE 9.1. "auto reply" works fine > with custom reply but "auto reject" does not work even with > the "default reject" > message. Instead of a rejection message being sent when a > user replies to a closed ticket, the ticket is just reopened. > Any suggestions? > > > Jason Joines

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Réf. : [otrs] Queue notifications
by franck.lamas＠stp-presse.fr 13 Sep '06

13 Sep '06

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Queue notifications
by Carlos A. Cardona Gomez 13 Sep '06

13 Sep '06

Hello, Where (how) can i change the text of the queue notifications? For example, i want to transalate " Hi Carlos Andrés, there is a new ticket in "DBA - Clonación"! " Thanks! Carlos Cardona

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sort customer list
by La Scala, Giovanni 13 Sep '06

13 Sep '06

Hi, I have to sort customer list in administrator page "Customer <-> Group". The list must be ordered by name and surname of a customer. How can I do it? Where I can set this value? Thank you, Giovanni

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Calling an external script when a ticket is closed
by Jan Miczaika 13 Sep '06

13 Sep '06

Hello, I would like to track the satisfaction of our customers with the support. I would like to send customers whose ticket has been closed an email with a link to a short questionnaire where they can rate the agent. By the way, it would be great if OTRS offered this kind of functionality in house. It would fit well into the statistics area for output. But its probably a major issue. I would build a separate application which tracks the answers and saves them to the database. The question is, how can I send a properly formatted email to the user? I thought of setting up a GenericAgent which acts hourly on closed tickets. It would run the command sendmail.sh, which in turn would call a script on my app using wget which sends out the email. Since command is passed the TicketID I can use that for identifiying the customer (passing the email would be much easier). Sounds realistic? Thanks Jan -- Jan Miczaika Co-Founder, Hitflip Tel +49-221-272407-27 (Cologne Office) Tel +49-261-6509-263 (Koblenz Office) Mob +49-173-3092638 -- Jan Miczaika Co-Founder, Hitflip Tel +49-221-272407-27 (Cologne Office) Tel +49-261-6509-263 (Koblenz Office) Mob +49-173-3092638

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Réf. : I don't see tickets in My Queues
by franck.lamas＠stp-presse.fr 13 Sep '06

13 Sep '06

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Agents as customers?
by Joe Fusco 12 Sep '06

12 Sep '06

Greetings, I am in the last stages of configuring OTRS and will be rolling it out soon. My question is should I enter my agents as customers as well? Each has potential to be either. Would I encounter any problems if I do this? Thanks, Joe Fusco

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Defaulting to the customer interface
by Joe Fusco 12 Sep '06

12 Sep '06

I had previously asked a question about how to make helpdesk.company.com open the customer interface and hdagent.company.com open the agent interface. As it turns out, I was doing it right all along but I was having a cache issue so my browser was not showing me the changes. Here are the steps, for anyone who is interested, to have separate URLs for customers and agents. I am using OTRS on SuSE Linux using Apache. These instructions may not apply to Windows/IIS users. 1. Create a DNS record or subdomain for each of the URLs you want to use. I created helpdesk.company.com and hdagent.company.com. 2. Navigate to /opt/otrs/var/httpd/htdocs and create a subdirectory named agent 3. Copy the index.html file into the newly created directory. 4. Edit the index.html file in the /opt/otrs/var/httpd/htdocs directory. Replace the line <meta http-equiv="refresh" content="0; URL=/otrs/index.pl"> with <meta http-equiv="refresh" content="0; URL=/otrs/customer.pl">. Leave the file in the agent directory as it is. 5. Set up a virtual host file in Apache for each of the URLs. (You may need to enable virtual hosts in Apache.) The host files on OpenSuSE 10.1 can be found in /etc/apache2/vhosts.d and should look like this: #[helpdesk.conf] <VirtualHost *:80> ServerAdmin it(a)company.com ServerName helpdesk.company.com ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/" Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" DocumentRoot /opt/otrs/var/httpd/htdocs/ <Directory /opt/otrs/var/httpd/htdocs/> Options FollowSymLinks AllowOverride None </Directory> </VirtualHost> #[hdagent.conf] <VirtualHost *:80> ServerAdmin it(a)company.com ServerName hdagent.company.com ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/" Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/agent/" DocumentRoot /opt/otrs/var/httpd/htdocs/agent/ <Directory /opt/otrs/var/httpd/htdocs/agent> Options FollowSymLinks AllowOverride None </Directory> </VirtualHost> 6. Restart apache for the changes to take effect. Once the DNS records update, you should be good to go. You can tell your agents to login via hdagent.company.com and customers to visit helpdesk.company.com. ====================== Joe Fusco Network Manager Ocean Dental Corporate Headquarters Stillwater, OK Email: joe.fusco(a)oceandental.net Customer Service: The state of voluntary subjection to a customer, the condition of being bound to service.

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auto reject in OTRS 1.3
by Jason Joines 12 Sep '06

12 Sep '06

I'm using OTRS 1.3 on SuSE 9.1. "auto reply" works fine with custom reply but "auto reject" does not work even with the "default reject" message. Instead of a rejection message being sent when a user replies to a closed ticket, the ticket is just reopened. Any suggestions? Jason Joines =================================

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