November 2007 - otrs - OTRS mailing lists

How do I promote a ticket answer to faq?
by DataForce CRM 28 Nov '07

28 Nov '07

Hi, I have my faq.pl page up. When an agent answers a queue item, how is the answer make a FAQ that will show on the faq.pl page. Regards, Jim Romano GM - 817-886-0380 - Skype: DataForceCRM http://www.dataforcecrm.com Visit site for Live Demos, Screenshots, & Customer Support

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Question about auto-close
by Gustavo Azambuja 28 Nov '07

28 Nov '07

Its possivel send one mail for client 24 hours before auto-close the ticket? if not, any ideas, about developing one script (cron/bash and PHP) for do that? -- Saludos, Gustavo Azambuja - Linux User: 275813 http://gazambuja.ideas3.com

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sysconfig changes
by pri pri 28 Nov '07

28 Nov '07

hi i am running otrs on windows small business server 2003. i chose to download the sysconfig changes. but window popped asking me to save one file. can somebody tell me what the implications if i do the download. should i save the file. i was very hesistant to proceed as i did not know what would happen to the system. can somebody clarify this thank you _________________________________________________________________ Post free property ads on Yello Classifieds now! www.yello.in http://ss1.richmedia.in/recurl.asp?pid=219

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problems with escalation
by Greg Evans 28 Nov '07

28 Nov '07

can't believe how much trouble i'm having sending notifications to agents when a ticket is escalated in his/her queue. I have no problem sending email notifications when they receive a new ticket, but I've spent countless hours configuring genericagent.pm... generic agent via the frontend.. and cannot get OTRS to send emails when a ticket has been escalated. I'm using OTRS 2.1.7.... windows flavor ( you can crucify me later :-p ) What am i doing wrong? I've added the following code to the genericagent file in C:\OTRS\otrs\Kernel\Config %Jobs = ( # -- # [name of job] -> send escalation notifications # -- 'send escalation notifications' => { Escalation => 1, # new ticket properties New => { Module => 'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue', }, }, _________________________________________________________________ You keep typing, we keep giving. Download Messenger and join the i’m Initiative now. http://im.live.com/messenger/im/home/?source=TAGLM

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back option not available
by pri pri 28 Nov '07

28 Nov '07

hi i am running OTRS on small business server 2003. the back option on the tickets are suddenly not available. i checked the sysconfig and the back link for the menumodule is added. but even then i am not able to see the back link in any of the tickets. can somebody help me with this??? thank you _________________________________________________________________ Post free property ads on Yello Classifieds now! www.yello.in http://ss1.richmedia.in/recurl.asp?pid=221

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Problems with Internet Explorer
by Christoph Baumann 28 Nov '07

28 Nov '07

Hello! Recently my company went online with an OTRS (2.0.4 on Debian GNU/Linux 4.0) installation. Now some customers complained that they could not log in with IE6 and IE7 (they always returned to the login page). Firefox works fine. Searching for some clues I opened the error console of Firefox. This pointed me to the CSS bug (the "//-->" for the comment block end in css.dtl and customer-css.dtl). Fixing it showed some improvement. But a colleague can still reproduce the behaviour under XP+IE6. Is there a known issue with IE? Mit freundlichen Gruessen / Best regards Dipl.-Phys. Christoph Baumann -- SORCUS Computer GmbH Im Breitspiel 11 c D-69126 Heidelberg Amtsgericht Mannheim HRB 333128 Tel.: +49(0)6221/3206-0 Fax : +49(0)6221/3206-66 www.sorcus.com

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Customer answer subject
by Tahar 28 Nov '07

28 Nov '07

Hi, Sorry for sending the same message I used Otrs v-2.0, into the customer interface when answering to support message the subject of the message was inserted automatically and contain the same one as the ticket subjet on its creation. While upgraded to version 2.2.3 the subject is always blank, I would to know how to do to let automatically the ticket's creation subject Can somebody help me please ? Thank you

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unsubscribe
by Petar Kazakov 28 Nov '07

28 Nov '07

How can I unsubscribe from this mailing list ? Thanks in advance, Peter

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Mapping freetext values for responses
by Keith Bannister 28 Nov '07

28 Nov '07

Hi There, I'm trying to write a response template whose contents is defined by the data in the ticket free fields. In my config.pm I have $Self->{'TicketFreeText1'} = { '' => '-', 'HP141234' => 'Notebook Computer (HP)', 'PHP1234141234' => 'Desktop Computer (HP)', 'Nokia12432134' => 'Mobile Phone (Nokia)' }; I realise I can use <OTRS_TICKET_TicketFreeText1> etc, but this returns 'HP141234'. I want 'Notebook Computer (HP)' in the response but I want 'HP141234' stored in the database (and visible in the ticket) and so on. Does anyone know how to do this? Can I write a perl script that generates a response rather than the data-driven way? K

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Re: [otrs] Practical Examples... Locking?
by dvg 28 Nov '07

28 Nov '07

The only question I have is: If this other product suits his needs so well then why doesn't he just use it?! 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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