November 2007 - otrs - OTRS mailing lists

Add Button To menu
by Dave Wojciechowski 08 Nov '07

08 Nov '07

Does anyone know the best way to add a button to the top row of the menu that would open a new window to a link? Thanks I'm Wojo ________________________________

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Default queue for phone and email tickets
by Dan King 08 Nov '07

08 Nov '07

I want to set a default queue when an agent is creating a new phone and email ticket. I have found the setting Frontend::Agent::Ticket::ViewPhoneNew <http://192.168.168.127/otrs/index.pl?Action=AdminSysConfig&Subaction=Edit&S…> in sysconfig and set it to the appropriate queue but when an agent goes to a new phone ticket nothing is selected in the drop down box for the queue. I also can't find the appropriate setting in sysconfig to set the default queue when an agent is creating a new email ticket. Thanks for any help offered. Dan King Software Developer Canadian Resident Matching Service 613.237.0075 ext. 241 (Toll free) 877.CARMS.42 171 Nepean Street, Suite 300 Ottawa, ON, CAN K2P 0B4 www.carms.ca <http://www.carms.ca> ------------------------------------------------------------------------------------ This e-mail message, including any attachments, is for the sole use of the intended recipients and may contain confidential and or privileged information. If you are not the intended recipient or this information has been forwarded in error, please contact the sender by reply e-mail and destroy copies of the original message. Ce message (incluant toute pièce jointe) s'adresse uniquement au(x) destinataire(s) prévu(s) ou à une personne autorisée à le recevoir en son (leur) nom. Il pourrait contenir des renseignements confidentiels ou protégés. Si vous l'avez reçu par erreur, nous vous prions d'en informer l'auteur dans les meilleurs délais, de ne pas divulguer son contenu et de le supprimer de votre système. Merci.

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Installing on a shared hosted server
by Nishen Naidu 08 Nov '07

08 Nov '07

Hi, Is it possible to install OTRS on a shared hosted server where there is no access to the terminal(command line)? If so, are there any instructions on how to do it? Thanks Nishen

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Anyone using CGIWRAP/SUEXEC/?? with OTRS
by Tuc at T-B-O-H.NET 08 Nov '07

08 Nov '07

Hi, I was wondering if anyone is using : CGIWRAP SUEXEC Some other cgi security wrapper with OTRS. Please reply offlist, and then I'll summarize. Thanks, Tuc

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OTRS theming
by Sérgio Araújo 08 Nov '07

08 Nov '07

Hi, > Message: 1 > Date: Wed, 07 Nov 2007 14:00:11 -0500 > From: Andy Lubel <andy.lubel(a)gtsi.com> > Subject: Re: [otrs] Installing on a shared hosted server > To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> > Message-ID: <C357756B.B080%andy.lubel(a)gtsi.com> > Content-Type: text/plain; charset="US-ASCII" > > I have yet to meet a *NIX that has them the first time I run > otrs.checkModules but I admit, I don't play much with the commercial > distros. I have also never installed OTRS any other way than the source > install :) > > What hosting company using shared virtual servers OR OS distribution just > has the needed perl modules already installed? That interests me because a > lot of times I need to stand otrs up for little demos. > > I do agree on the mod_perl thing, never needed it and we have over 200,000 > tickets right now in our production system. 50 agents and over 900 unique > customers. > > -Andy > > PS - Richard, I really like the way you made OTRS look in your screenshots! > http://besite.nl/pagina/webapplicaties/email-response-management.html > We can talk offline about possibly theming our OTRS :) We're very interested too, please contact me directly. Regards, -- Sérgio Araújo 3GNTW - Tecnologias de Informação, Lda <sergio(a)3gnt.net> SIP: sergio(a)3gnt.net GSM: +351 914 257 547 Fax: +351 252 377 116 Ignorance more frequently begets confidence than does knowledge. Darwin, C. (1871). The descent of man.

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Ticket SMS Notifications- possible?
by B Z 08 Nov '07

08 Nov '07

I'm trying to implement SMS (Text Message) Notifications when tickets arrive in a specific queue or are of a specific priority level. Is this functionality available in OTRS 2.2? I've looked through the documentation and on google but I have yet to find anyone who has either done this or explains how it can be done. As always, your help is greatly appreciated! - Brian Zitzow _________________________________________________________________ Peek-a-boo FREE Tricks & Treats for You! http://www.reallivemoms.com?ocid=TXT_TAGHM&loc=us

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OTRS Notification Master Q? - pop3?
by B Z 07 Nov '07

07 Nov '07

Is there a way to to change the email address that OTRS uses to notify when tickets are submitted? Preferably to use a pop3 mail address and settings? for example, when a new ticket arrives, I am notified (it appears) by otrs@localhost but I would like to be notified by otrs(a)domain.com I hope my question makes sense within the context and functionality of OTRS and I appreciate your help! Thank you! Brian Zitzow _________________________________________________________________ Climb to the top of the charts! Play Star Shuffle: the word scramble challenge with star power. http://club.live.com/star_shuffle.aspx?icid=starshuffle_wlmailtextlink_oct

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RE: otrs Digest, Vol 51, Issue 64
by Mujtaba Karim 07 Nov '07

07 Nov '07

Guys leave it if you cant do it then don't suggest stupid alternates The guy clearly said he needs to disable the lock system Here is how In SysConfig, you must disable RequiredLock in these pages Frontend::Agent::Ticket::ViewBounce Frontend::Agent::Ticket::ViewClose Frontend::Agent::Ticket::ViewCompose Frontend::Agent::Ticket::ViewForward Frontend::Agent::Ticket::ViewMerge Frontend::Agent::Ticket::ViewPending Frontend::Agent::Ticket::ViewPhoneOutbound Frontend::Agent::Ticket::ViewPriority In general, check all ..View.. pages to see wether RequiredLock is enabled. Then, you can disable the links to locks: unchek Ticket::Frontend::MenuModule###100Lock: Ticket::Frontend::MenuModule###400-Owner: in Frontend::Agent::Ticket::MenuModule and Frontend::Agent::Ticket::MenuModulePre I've done these modification and worked fine without locks for a while in the past Additionally, you might also want to disable Frontend::Module###AgentTicketLock: Frontend::Module###AgentTicketOwner: in Frontend::Agent::ModuleRegistration but I don't know if this can cause some issues Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: mkarim(a)pixsense.com www.pixsense.com -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Wednesday, October 31, 2007 5:00 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 51, Issue 64 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Let OTRS mail external notify (henry(a)gamerzday.nl) 2. Re: Remove lock option from tickets (Andy Lubel) 3. Re: RE: what is the best linux distro in my situation? (kerneljack) ---------------------------------------------------------------------- Message: 1 Date: Tue, 30 Oct 2007 14:50:34 +0100 From: henry(a)gamerzday.nl Subject: [otrs] Let OTRS mail external notify To: otrs(a)otrs.org Message-ID: <20071030135034.6c09e171(a)gamerzday.nl> Content-Type: text/plain; charset="us-ascii" Hi, Is it posible to let OTRS mail a customer when a external note is made? -- Henry,

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Prevent Wrapping of URLs in Tickets Created By Emailing
by Brett Davis 07 Nov '07

07 Nov '07

Hello, Is there any way to make it so that URLs that my customers/users email in to create tickets do not get wrapped to a new line? I understand and can deal with the line wrapping in the emailed "<snip>" notification that there is a new ticket as below but the links that are in the ticket within the agent interface are also being wrapped which makes them unusable without piecing them back together. If I create tickets using the "Phone-Ticket" or "Email-Ticket" icons in the agent web interface, or as a customer through the customer web interface, the visible text of the URLs is clipped and replace with a "[...]" but the actual link at least still works which is perfect. The tickets that get created via emails sent in to OTRS always end up being wrapped and broken though. We can of course get by by piecing the links back together manually but it is somewhat annoying. Is there any way to make OTRS handle/display URLs in tickets that are emailed in the same way it handles the ones created via the web forms? Thanks Brett Davis Information Systems Network/Telecom Manager Dynojet Research, Inc. www.dynojet.com -----Original Message----- From: OTRS Notification Master [mailto:ITSupport@dynojet.com] Sent: Wednesday, November 07, 2007 09:23 To: brett(a)dynojet.com Subject: [Ticket#2007110710000024] New ticket notification! (No Subject) Hi Brett, there is a new ticket in "IS::Tickets::Web"! "Dusty Schaller" <dusty(a)dynojet.com> wrote: <snip> > http://www.powercommander.com/powercommander_iii_usb/powercommander_all_down > loads.aspx?mk=8 > <http://www.powercommander.com/powercommander_iii_usb/powercommander_all_dow > nloads.aspx?mk=8&mdl=62&yr=2006> &mdl=62&yr=2006 > > > > map -009 is listed twice > > > > Dustin Schaller > > Powersports Technical Support Manager > > Dynojet Research > > 800-992-4993 > > www.dynojet.com > > www.powercommander.com > > <snip> http://helpdesk.dynojetcorp.com/otrs/index.pl?Action=AgentZoom&TicketID=302 Your OTRS Notification Master

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Remove lock option from tickets
by Mujtaba Karim 07 Nov '07

07 Nov '07

HI The thing here is I will not be able to notify customer if I move a ticket to any other state. My issue can be resolved if I eliminate ticket lock option from all my tickets Is there any possibility for that? Thanks Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: mkarim(a)pixsense.com www.pixsense.com -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Wednesday, October 24, 2007 3:12 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 51, Issue 45 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: error creating ticket from POP3 account (Torsten Thau) 2. Re: Can users (agents) work with OTRS by email? (Torsten Thau) 3. one more thing (Mujtaba Karim) 4. RE: otrs Digest, Vol 51, Issue 44 (Mujtaba Karim) 5. Re: one more thing (Richard Hinkamp - BeSite) 6. Re: RE: otrs Digest, Vol 51, Issue 44 (Richard Hinkamp - BeSite) ---------------------------------------------------------------------- Message: 1 Date: Wed, 24 Oct 2007 11:48:13 +0200 From: Torsten Thau <Torsten.Thau(a)cape-it.de> Subject: Re: [otrs] error creating ticket from POP3 account To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <471F14DD.1010802(a)cape-it.de> Content-Type: text/plain; charset=ISO-8859-1 -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Peter Hoogkamer schrieb: > Hello everybody, > > Since a few days I am not able to create a ticket from email picked up > by the POP3 account. When I execute POP3Master.pl it says that it > cannot handle a ticket priority of NULL and cannot create the entry in > the database. > > I think the solution will be to set a default priority of 3 for > tickets that are created from mail. But I cannot seem to find where to > configure this. You can do this in a postmaster filter, but the actual problem is: where did your "priority 3" go? Ist it still available in the admin-area under priorities? regards, Torsten Thau - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux) iD8DBQFHHxTcvXo8m5PgoXQRAh02AJ9GaIpaub1d1OOtAdRG9iaFvuh0gQCfcyj3 VASfChb5qjwVXCuvJnRLE0s= =1q8P -----END PGP SIGNATURE----- ------------------------------ Message: 2 Date: Wed, 24 Oct 2007 11:30:09 +0200 From: Torsten Thau <Torsten.Thau(a)cape-it.de> Subject: Re: [otrs] Can users (agents) work with OTRS by email? To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <471F10A1.5070604(a)cape-it.de> Content-Type: text/plain; charset=ISO-8859-1 -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Oleg Polovinkin schrieb: > Nils Breunese (Lemonbit) wrote: >> Oleg Polovinkin wrote: >> >>> Hmmm... Can't understand, why not look at user base, if email of >>> sender is agent >>> email?.. >> In our setup we have e-mail addresses that belong to both agents and >> 'customers'. Of course it is not impossible to have a system work like >> you are requesting, but currently OTRS does not support this workflow >> AFAIK. Indeed, I was missing this feature as well sometimes. But, besides the fact that the desired functionality [*] is not implemented yet, how does one decide in which role (agent or customer) someone replied when you have "agents can be customers" enabled and the e-mail addresses are identical? regards, Torsten Thau - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux) iD8DBQFHHxChvXo8m5PgoXQRAsvQAJ9eV8b3qz3AOtItJQYLP/nBFxNgZQCfdI5S i7TKlOjV/ZdbKW6yWurRJ9Q= =ZpZY -----END PGP SIGNATURE----- ------------------------------ Message: 3 Date: Wed, 24 Oct 2007 14:58:25 +0500 From: "Mujtaba Karim" <mkarim(a)pixsense.com> Subject: [otrs] one more thing To: <otrs(a)otrs.org> Message-ID: <006601c81624$808cbd40$81a637c0$@com> Content-Type: text/plain; charset="us-ascii" Hi I guess I am flooding in with questions please bear me Is there a way to completely disable the lock functionality? I want Tickets to be always unlocked... Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: <mailto:mkarim@pixsense.com> mkarim(a)pixsense.com <http://www.pixsense.com/> www.pixsense.com

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