January 2007 - otrs - OTRS mailing lists

Need in more than 16 FreeText fields
by Oleg O. Orlov 25 Jan '07

25 Jan '07

Hi, All ! Please help me by answer to question : How to extend standard number (16) of FreeText fields ?

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Agent Notifications
by Hellebust, Dan 25 Jan '07

25 Jan '07

We've been noticing that when an agent gets assigned as Owner of a ticket they are getting two notifications: en::Agent::AddNote and en:Agent::OwnerUpdate Has someone found a way to disable one or the other of these notifications for this circumstance? I'd settle for just the AddNote notification if it isn't a simple thing to only have the OwnerUpdate go out. Any ideas? /******************************/ Dan Hellebust Information Specialist I Administration and Finance University of Kansas 785-864-5937 danielh(a)ku.edu /******************************/

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Forwarding of notes
by Alexander Scholler 25 Jan '07

25 Jan '07

Hi, since v2.1.4 or even before, it's not possible to forward a note (agent is owner of ticket). I know that this was possible in fewer versions of OTRS. What's your experience? I reported this in http://bugs.otrs.org/show_bug.cgi?id=1200 Bye, Alex

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Passed time
by daniele.otrs 24 Jan '07

24 Jan '07

When I close a TICKET the passed time continuous to increase. Why? How I can make so that the time passed firm of the TICKET at the close? Please is important Thanks! Daniele

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FW: [otrs] Re: OTRS on Windows
by Mamakwa M. Sefiri 24 Jan '07

24 Jan '07

Can someone please help me regarding the problem below -----Original Message----- From: Mamakwa M. Sefiri Sent: 24 January 2007 11:28 AM To: 'User questions and discussions about OTRS.org' Subject: RE: [otrs] Re: OTRS on Windows I have Installed OTRS 2.1 on Windows XP. I need help to activate cron jobs and activate all users from the Active directory to can be able to log onto the system with their username and password. What do I user to run the commands, do I have to use command prompt? -----Original Message----- From: Shawn [mailto:shawn.beasley@freenet.de] Sent: 11 January 2007 01:13 PM To: otrs(a)otrs.org Subject: [otrs] Re: OTRS on Windows Hi, Mamakwa M. Sefiri <msefiri <at> nrf.ac.za> writes: > > > > > > Hi there > > > > I had the OTRS system installed using Linix and I did not > back it up. Last week I reinstalled the system on Windows. > > > > I need to activate customer form the active Directory, get > the mails to send and receive, can some one please advise. > That question is too vague, can you be a little more spefic? Do you need support to set this up? Or, do you have a specific problem? Thanks, Shawn _______________________________________________ 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] Re: OTRS on Windows
by Mamakwa M. Sefiri 24 Jan '07

24 Jan '07

I have Installed OTRS 2.1 on Windows XP. I need help to activate cron jobs and activate all users from the Active directory to can be able to log onto the system with their username and password. What do I user to run the commands, do I have to use command prompt? -----Original Message----- From: Shawn [mailto:shawn.beasley@freenet.de] Sent: 11 January 2007 01:13 PM To: otrs(a)otrs.org Subject: [otrs] Re: OTRS on Windows Hi, Mamakwa M. Sefiri <msefiri <at> nrf.ac.za> writes: > > > > > > Hi there > > > > I had the OTRS system installed using Linix and I did not > back it up. Last week I reinstalled the system on Windows. > > > > I need to activate customer form the active Directory, get > the mails to send and receive, can some one please advise. > That question is too vague, can you be a little more spefic? Do you need support to set this up? Or, do you have a specific problem? Thanks, Shawn _______________________________________________ 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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notifications CUSTOMER
by daniele.otrs 23 Jan '07

23 Jan '07

Hi, If a CUSTOMER opens ticket he it comes notified when AGENT takes in management the ticket. It is possible not to send the notifications to a single CUSTOMER? Daniele

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Help CustomerGroupSupport
by daniele.otrs 23 Jan '07

23 Jan '07

Hi, I have activated the CustomerGroupSupport within SysConfig Frontend:Customer in order to manage the Customer-Group. Now if I open a TICKET from the Customer.pl page to the agent does not come more sended the email than notification of opening TICKET Why? Daniele

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Re: [otrs] Triggering PhoneCallCustomer
by tcdh5u402＠sneakemail.com 23 Jan '07

23 Jan '07

Good morning Alex, Thanks for your quick response. My comments are below. >> How do I show that the customer emailed an address other than the >> otrs pop3 support(a)example.org address? That is, if the customer >> emails a tech >>directly? > > I don't undertstand that question. Please be more precise. I've configured otrs to poll support(a)example.org for incoming mail. Unfortunately, not all of my customers send support requests to this address -- some send them to john.doe(a)example.org (because John Doe has been particularly helpful in the past) and some customers physically stop my support personnel in the hallway and ask them for help. I suppose what I'm asking for is the addition of the following communication types: email (inbound and outbound) telephone (inbound and outbound) fax (inbound and outbound) face-to-face (inbound and outbound) instant message (inbound and outbound) etc. (I suppose there's no reason that these shouldn't be user-configurable.) If the developers slightly modify the interface this would probably be simple easy to implement. If instead of having 'Phone-Ticket' and 'Email-Ticket' buttons they had 'Inbound Contact' and 'Outbound Contact' then the user would be able to specify the communication type on the following screen. Thanks for your time, Cory

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ldap customer backend (data sync question)
by mike conigliaro 22 Jan '07

22 Jan '07

ive been able to get the ldap customer backend working, but if the user doesnt already exist in the customer_user table, i get a message like this in the log: [Notice][Kernel::System::CustomerAuth::DB::Auth] CustomerUser: No auth record in 'customer_user' for 'username' (REMOTE_ADDR: x.x.x.x) i guess what im not sure about is whether or not the ldap/otrs data is supposed to sync automatically. and if it's not, how do you handle a situation where you have hundreds of customers in ldap which dont yet exist in otrs? i hope i dont have to manually add each customer... -- Mike Conigliaro ProActive Technologies conigliaro(a)getproactivenow.com 203.239.0440 ext:317 www.getproactivenow.com

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