October 2007 - otrs - OTRS mailing lists

Ticket numbering, custom fields and auto responses
by Marius Flage 05 Oct '07

05 Oct '07

Hi there I'm a bit new to the whole OTRS thingy and so far I really enjoy it. I've been using RT for a couple of years now, so my whole experience of issue tracking systems are based on this. That's why I try to imitate RT as good as I can (especially for my agents, who are used to RT). So, I have a few issues. First, I'm trying to change the ticket numbering system from the default one. I tried looking in SysConfig and alter the TicketNumbering there to AutoIncrement and then set the MinCounterSize to 1, I see the changes being applied there, but not in the functionality of the site. I then had to go in manually and set this in Ticket.pm and then it -nearly- worked. Instead of getting ticket id 1 I got 101. hobbiton:~# cat /var/lib/otrs/log/TicketCounter.log 1 hobbiton:~# grep NumberGenerator /usr/share/otrs/Kernel/Config/Files/Ticket.pm $Self->{'Ticket::NumberGenerator'} = Kernel::System::Ticket::Number::AutoIncrement'; $Self->{'Ticket::NumberGenerator::MinCounterSize'} = 1; I know I shouldn't have changed /usr/share/otrs/Kernel/Config/Files/Ticket.pm directly, but at least that worked better than SysConfig in the web panel. Another "problem" I have is that customers are sent an notification when a new ticket is created using the "Phone-Ticket" option. I don't want that. I want the ticket that gets created as a Phone-Ticket to be an internal note, or at least the ability to be able to tag it as one. Is this possible? My last question stems from my previous experience with RT, I want those custom fields. I know they aren't implemented in the current version of OTRS, but is this at all planned for future releases? Great thanks in advance! Marius

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Customized Response
by Kamal 04 Oct '07

04 Oct '07

Greetings, I am using OTRS 2.1.6 When I'm using any kind of response linked to a queue, I'm getting the following inside the message: "<name>" <email> wrote: > <snippet> > > > > How can I control the above or remove it? I just need what I write in the response to be displyed. Regards

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IE7 crashing
by Emily Flynn 04 Oct '07

04 Oct '07

Hi! I've been using the OTRS GUI with Firefox, and I've checked that any pages where I've edited the html render OK in IE7. I never actually used OTRS with IE7 though, and a colleague of mine who uses IE7 came across a problem this morning. When he goes to reply to a new ticket to say request received and to change the state, as soon as he hits submit, the internet explorer error 'page cannot be displayed' comes up, however the email does get sent to the person who created the ticket, and indeed, the state gets changed. Hitting the back button will bring you back to where you were no problem. I don't understand what might be causing this problem as the page right after submitting the request received email is no different to the page viewed previous to the reply page. Any ideas? Thanks! Emily.

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Setting up escalation notifications via Generic Agent
by Greg Evans 04 Oct '07

04 Oct '07

According to the documentation at OTRS.org it's possible to send escalation notifications via the Generic Agent. I do not see an option in "state" that says "escalated" or see where I can choose escalated as an option to flag tickets for generic agent. Can someone point me in the right direction? I am using OTRS V2.1.7 on a Windows XP box. I can successfully get OTRS to send mail to recipients, just can't figure out how to send escalation emails. Any help would be greatly appreciated. ~Greg~ _________________________________________________________________ Windows Live Hotmail and Microsoft Office Outlook – together at last. Get it now. http://office.microsoft.com/en-us/outlook/HA102225181033.aspx?pid=CL1006269…

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Customer User import
by Maurice James Ny 03 Oct '07

03 Oct '07

Does anyone know of any way to mass import customer users into the OTRS database from an active directory/ldap dump. Currently there is a script to import user agents (syncuser-csv2otrs.pl) into the database from a csv file.

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Time Issue in OTRS
by Christian Petrou 02 Oct '07

02 Oct '07

How can I change this issue? The time is WAAAAYYYY off. LOL Update Time: 195 hours 18 minutes 10/10/2007 19:45 Solution Time: 195 hours 12 minutes 10/10/2007 19:40 Thank You! Christian

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escalation notification via Generic Agent
by Greg Evans 02 Oct '07

02 Oct '07

I am using OTRS v2.1.7 and cannot figure out how to send notification of escalation via the generic agent. According to the documentation on OTRS.org, you can sent the generic agent to notify an agent when a ticket in his/her queue has escalated. I cannot figure out how to do this. I don't see an option for tickets behind a certain age, or tickets with the escalation flag turned on. Can anyone please guide me in the right direction, I assume this is an elementary question! Thank you in advance. ~Greg~ _________________________________________________________________ Windows Live Hotmail and Microsoft Office Outlook – together at last. Get it now. http://office.microsoft.com/en-us/outlook/HA102225181033.aspx?pid=CL1006269…

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FQDN
by Emily Flynn 02 Oct '07

02 Oct '07

Hello All, I'm having a problem changing the FQDN of our OTRS system. I had copied the mysql folder from the initial PC I set the system up on, knowing that I could change the few settings for the new PC. In SysConfig>Framework>Core, the FQDN is set as flynne.example.com with flynne being the old pc. I'm trying to change it to horizon.ourdomain.com, but each time I hit update, it reverts back to the previous FQDN. Is there another way I can change the FQDN by going into the mysql files? I don't know too much about sql but I'll give any suggestions a try. Thanks Emily

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Instructions on How To Upgrade OTRS from 2.0 to 2.2 in Linux
by Harry Cruz 02 Oct '07

02 Oct '07

Hello, everyone! I've searched all through the Web for instructions regarding the OTRS upgrade in a Linux environment. I was unsuccessful, though. Could anyone tell me where is this information to be found? My OTRS is currently installed on a Debian System, and was setup with a debian package. Any help is appreciated. Best wishes, Harry

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Bulk Action: How to Remove The Annoying Alert Box
by Harry Cruz 02 Oct '07

02 Oct '07

Hello, everyone! Is there a way to prevent that annoying alert box saying "Ticket selected for bulk action" everytime a ticket is selected? I don't know about you, but that really pisses me off... Best regards, Harry Cruz

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