February 2007 - otrs - OTRS mailing lists

Re: [otrs] Help needed on parameters
by Christophe Pouillet 22 Feb '07

22 Feb '07

HI, It seems that you just need to modify your notification body. Menu notifications, choose language::Customer::Stateupdate then put whatever you want in the body replacing the default <OTRS_*> keys. Hope this could work, BR

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OTRS & PGP
by Alex Mihicinac 22 Feb '07

22 Feb '07

Hi all, i found a problem when replying to an e-mail - while creating reply message, it's not possible to choose key for signing it. is there something i should be aware of, when using this feature? It funny beacuse when I try to create new mail in same queue, then "Sign:" options is there (?). I have OTRS 2.1.5, keyring is ok and hexId/passwords are added to SysConfig Crypt:PGP, also all keys are visible under Admin:PGP menu. Best regards, Alex

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Debug Mode
by Jorge Alanís 22 Feb '07

22 Feb '07

Hello, I configured the system correctly but still I cant send emails via SMTP. How do you turn on DEBUG? I modified the config.pm file (added the following) # --------------------------------------------------- # # Frontend::Output::PostFilter # --------------------------------------------------- # # Frontend::Output::PostFilter # (a output filter for application html output, e. g. to filter # java script, java applets, ...) $Self->{'Frontend::Output::PostFilter'}->{'ActiveElementFilter'} = { Module => 'Kernel::Output::HTML::OutputFilterActiveElement', Debug => 1, }; I tried values of 1 and 2 on the Debug field, but with no success. Please help, Jorge S. Alanís Garza -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.5.441 / Virus Database: 268.18.3/694 - Release Date: 2/20/2007 1:44 PM

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Step by step guide to Installing OTRS 2.14 on CentOS 4.4
by Ryan Delany 21 Feb '07

21 Feb '07

I've posted a step by step how-to for anyone interested. I submitted before the release of 2.15 so I apologize for it being out of date already! I'll update as soon as I can. http://www.howtoforge.com/otrs_centos4.4 Ryan

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ERROR: MIME::Words: unexpected case:
by Tomek Melissa 21 Feb '07

21 Feb '07

Hello, How to deal with such message. Attachment didn't pass through. Wide character in print at /opt/otrs/Kernel/System/Log/File.pm line 58. Wide character in print at /opt/otrs/Kernel/System/Log/File.pm line 58. MIME::Words: unexpected case: (Brak mo??liwo?›ci zaksiÄ™gowania PZK32 54193.doc) pos 0 Please alert developer.

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statistics
by Akis 21 Feb '07

21 Feb '07

Hi list, I have a problem and I need some instructions. I want to print some statistics and I want to include the field of the time units that the users fills when they sent an answer for a ticket. When I go to create a new stat there are only choices to select queues, users etc but not the time units. For my company this is very important. Please send any ideas. Thanks a lot

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Create Theme
by Dave Wojciechowski 21 Feb '07

21 Feb '07

Hello, Can anyone help w/ this one. I'm Making a new Theme and i'm trying to work in the AgentTicketZoom.dtl the section i'm working in is the compose answer section i'm trying to find out how i can increase the font size for the StdResponsesStrg that is put in this file. Does any one know if there is any control over it's generation? this is the section that i'm working in in the file:  <p></p> <p> <b>$Text{"Compose Answer"} ($Text{"email"}):</b> <br> <table border="0"> <tr> <td> $Data{"StdResponsesStrg"} </td> </tr> </table> </p>   <p> <b>$Text{"Contact customer"} ($Text{"phone"}):</b> <br> <table border="0"> <tr> <td> <li> <a href="$Env{"Baselink"}Action=AgentTicketPhoneOutbound&TicketID=$Data{"Ti cketID"}&QueueID=$Data{"QueueID"}" onmouseover="window.status\ ='$JSText{"Phone call"}'; return true;" onmouseout="window.status='';">$Text{"Phone call"}</a> </li> $Data{"AgentPhoneStrg"} </td> </tr> </table> </p> Thanks I'm Wojo

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Auto-inserting user's email address in response
by Cody Caughlan 20 Feb '07

20 Feb '07

Hi, Running OTRS 2.0.4 on RedHat Enterprise. I have created a Response and I would like to insert the customer's email address back into the body of the message. I am looking for the proper substitution key. The bottom of the "Add Response" form in the Admin section hints that I can use "<OTRS_CUSTOMER_UserEmail>" but this results in nothing (just a "-" in the message). I grepped through the source code and I found "OTRS_CUSTOMER_EMAIL" but it looks like this is the actual body of the message, not the user's email address. So, which variable represents the user's email address? I see _REALNAME, but no _EMAIL_ADDRESS or something... Thanks! /Cody

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Not possible to add a note in OTRS 2.1.4
by "Josep M. Salom Redó" 20 Feb '07

20 Feb '07

Hi, We have just upgraded from OTRS 2.0 to OTRS 2.1.4 and now is not possible to add a note to a ticket if altough you have rights for adding notes. You also need to be 'owner'. That's a functionality that was working in 2.0 version. Please, could you tell us if it's needed to change something in the SysConfig? Thanks in advance, Josep

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Not possible to add a note in OTRS 2.1.4
by "Josep M. Salom Redó" 20 Feb '07

20 Feb '07

Hi, We have just upgraded from OTRS 2.0 to OTRS 2.1.4 and now is not possible to add a note to a ticket if altough you have rights for adding notes. You also need to be 'owner'. That's a functionality that was working in 2.0 version. Please, could you tell us if it's needed to change something in the SysConfig? Thanks in advance, Josep

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