November 2007 - otrs - OTRS mailing lists

Custom Reporting
by Marc Hultquist 14 Nov '07

14 Nov '07

Does anyone know how I can write some custom reports for OTRS, we have implemented it here at work, and I must say I am highly impressed with it so far, I just need to write some custom reports for the management staff, does anyone know of a document that I could look at or a website tut or something along those lines ? Kind Regards -- Marc Hultquist Network Administrator Destiny Electronic Commerce (Pty) Ltd Tel: +27 11 695 5500 Fax: +27 11 312 1246 E-Mail: marc(a)e-destiny.co.za Web: http://www.e-destiny.co.za "Perfection is achieved, not when there is nothing more to add, but when there is nothing left to take away !"

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Assigning customers to companies via ldap
by Baker, Greg 14 Nov '07

14 Nov '07

Is there any way to use ldap to assign customers to companies? We have many departments and our active directory is organized according to these departments. I am hoping to use this ldap organization to automatically assign customers to companies in otrs. Has anyone figured out how to do this yet? Thanks. Greg

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How is logo changed on Customer.pl?
by DataForce CRM 14 Nov '07

14 Nov '07

-- Thank you, Jim Romano DataForceCRM.com 214-717-5508 For customer support visit http://www.dataforcecrm.com for Wiki, Forums, Live Chat, Documentation support(a)dataforcecrm.com

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Time Related Problem
by vimal pillai 14 Nov '07

14 Nov '07

Hi, Iam new to OTRS.I have installed and configured OTRS windows version. Our OTRS have Customerusers from our country as well as from our office in the second country.OTRS is installed in first country.Two countries have a time differnce of more than 4 hour.The problem for me is that if a complaint is posted from the second country, and when the agent in the first country looks at the ticket,the ticket creation time is displayed in first countrys time ,where agent works.For me the ticket's time need to be displayed in second countrys time where customer user works. Time taken for all the following proceudres should be calculated based on customerusers country's time.How can i solve this.Also i there any variables or useable options from where i can get the ticket resolution time.

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Costumize PDF output
by Kulcsar, Stefan 14 Nov '07

14 Nov '07

Hi, is it possible to customize the PDF output of the generated PDF files? I want to get rid of the gray background or to set it to a different color. OTRS Version: 2.2.3 -- Stefan

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new user question about users, queues, groups, and roles
by James Whitwell 14 Nov '07

14 Nov '07

Hi, We've just started using OTRS for managing our customer-facing email addresses, and I'm having a bit of trouble getting my head around how best to set up our queues, groups, users, roles, etc to suit our needs. We have two levels of customer service people, reps and managers, and two sets of queues for them (call them "support" for the cs reps, and "escalations" for tickets that should be escalated to managers). We'd like to set up the "support" queue so that cs reps can read and answer emails, and create new tickets, and set the "escalations" queue so that reps can move tickets into it, but otherwise have no access (including read). Managers should have full r/w access to both queues. The way I tried to do it was to have two groups, "reps" and "managers". The "support" queue is owned by the "reps" group, and the "escalations" queue is owned by the "managers" group. Users who are reps have ro and create permission in "reps", and "move_into" permission in "managers", and users who are managers have rw for both groups. After I'd done this, however, reps couldn't see any tickets in the support queue until I gave them rw access to the reps group, and they couldn't move any tickets into the escalations group at all. So I think I've followed a logical path to configure things, but it's not working, so is there anything obviously wrong with my setup? Thanks for any help, James.

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Backup and Restore - OTRS running on FreeBSD
by Swearsky, Robert 13 Nov '07

13 Nov '07

The instructions on the OTRS website provides Linux commands for Backup and Restoring Application and Data files. Could anyone provide the instructions on the FreeBSD platform? Thanks Bob Please be advised that no quotes, agreements or understandings involving Schuco will be binding unless and until codified in a written document signed by an officer of the company. The information transmitted by this email is intended only for the use of the addressee(s) and may contain confidential and/or privileged information. Any interception, review, retransmission, dissemination, or other use of, or taking any action upon this information by persons or entities other than the intended recipient(s) is prohibited by law and may subject them to criminal or civil liability. If you have received this communication in error, please contact us immediately at 877-472-4826 and delete the message from any computer or other storage system.

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Chat integrated to OTRS launched
by TT 13 Nov '07

13 Nov '07

Hi all, We are pleased to announce the launching of BeHelper TT, a chat software integrated with OTRS. Please visit www.behelper.org Thanks a lot

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Empty message body
by Dimitrios Gerasimatos 13 Nov '07

13 Nov '07

Hello all! I have a question which has been answered on this list, but not since 2004. Is there a way to disable the check that a message must have a body? Yes, I know that I can edit the code in Kernel/Output/HTML/Standard, but back in 2004 there were only 2 files to edit. Now there are 17! Is this really the best way to configure this or is there a configuration parameter that I'm missing somewhere? A lot of times we just want to close a ticket (for instance when someone replies to an already closed ticket with thanks and reopens it) and it's a bother to have to type something in the body. IMO, the software shouldn't care if I have a message body or not. A configuration parameter for this, if one doesn't already exist, would be great! Dimitri -- Dimitrios Gerasimatos dimitrios.gerasimatos(a)jpl.nasa.gov Section 343 Jet Propulsion Laboratory 4800 Oak Grove Dr. Mail Stop 264-820, Pasadena, CA 91109 Voice: 818.354.4910 FAX: 818.393.7413 Cell: 818.726.8617

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How to Hide Ticket Number in E-mail Subject
by Harry Cruz 13 Nov '07

13 Nov '07

Hello, you all! I'd like to know if there's a way to hide the ticket number from the customer. I've been facing some problems here. The customers sometime delete OTRS messages because they think it's some kind of virus! :P [Ticket#1010015550145]. Is there a way to avoid it? For example attaching the ticket number in a specific header within the response.... Any help is appreciated. Harry Cruz

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