March 2007 - otrs - OTRS mailing lists

Search address book problem
by Swen Wulf 08 Mar '07

08 Mar '07

Hi, I just updated to the latest version, 2.1.6. One of my users said that when he is doing a search for a customer in the address book the information doesn't pop up anymore. I looked at this problem and from what I can tell is that perhaps the earlier versions searched on all fields in the CustomerDB (i.e. the whole email address) and the later versions only searches in the name portion and the Customer ID. Can somebody verify this and if so, how can I change this behavior. Thanks, - Swen

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removing ticket value from subject line
by Tabitha Stang 08 Mar '07

08 Mar '07

Hi, I've been looking through the sysconfig, but haven't been able to figure this out. When I compose an answer, the subject line automatically gets a ticket number, like this: Re: [Ticket#2007022010000089] Software I would like it to have no ticket number, like this: Re: Software How do I change this? Thank you! Tabitha

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adding customer last names to responses
by Tabitha Stang 08 Mar '07

08 Mar '07

Hi, In my salutations, I would like to say the German equivalent of "Dear Mr. [lastname]" and have the lastname automatically inserted. It doesn't seem to be reading the last name when I use the option <OTRS_CUSTOMER_LASTNAME>. Is this wrong? Procedure that I'm using: - Setup signature with body "Sehr geehrter Herr <OTRS_CUSTOMER_LASTNAME>" - Reply to message (for example a message from: 'Tabitha Stang' stang(a)cb.com) As a result, I get "Sehr geehrter Herr -," when it should say "Sehr geehrter Herr Stang". How do I fix this? Thanks so much! Tabitha

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States and State Types
by John Blumel 08 Mar '07

08 Mar '07

Hi, I'm new to OTRS and was wondering if there is some documentation available explaining the various default states and the state types. The Admin manual doesn't really (as far as I've been able to see) explain much about how the different types behave or, for example, what causes a "pending auto close+" ticket to close, or how or when a "pending reminder" ticket might generate a reminder. Thanks for any info on this topic. John Blumel

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Database question
by Bas Rijniersce 08 Mar '07

08 Mar '07

Hello, I'm afraid there will be more of these questions coming.. In table ticket it seems there is no link to the user table, there is only customer_user and customer_user_id. Both of the field are varchar's and don't link to user.id. That surprised me, what happens if I rename the account. Are the tickets that where created under the old name lo longer linked, or are they updated by otrs if I rename the account? Why not link to the user.id? Bas

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Upgrading 2.1.4 to 2.1.6...
by Jeff Shepherd 08 Mar '07

08 Mar '07

Is there any special methods that I need to be aware of before I upgrade my install of OTRS from 2.1.4 to 2.1.6? -Jeff -- Jeff Shepherd Technical Specialist jeffs(a)tolisgroup.com TEL: 480-505-0488 x223 FAX: 480-505-0492 "Success usually comes to those who are too busy to be looking for it" - Henry David Thoreau (1817-1862)

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top posting
by Tabitha Stang 08 Mar '07

08 Mar '07

Hi, My company is evaluating OTRS for use. Unfortunately I've run into a major problem. When I answer a test mail, the format is so: ================================= [salutation I created] [body of the customer mail] [OTRS response that I chose] [OTRS predefined signature I created] ================================= We need the format order to be "top-posted" as below: ================================= [salutation I created] [OTRS response that I chose] [OTRS predefined signature I created] [body of the customer mail] ================================= How do we change this? Thanks! Tabitha Stang cleverbridge AG

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SQL you use in reports
by Andreas.Plaul＠jpn.tuv.com 08 Mar '07

08 Mar '07

Dear Bas, the only sophisticated SQL report sequence I have and use is: SELECT t.create_by, u.first_name, u.last_name, Sum(t.time_unit) FROM time_accounting AS t Left Join system_user AS u ON t.create_by = u.id WHERE year(t.create_time) = '2006' GROUP BY t.create_by This gives you the total time units for each user. I am very much interesting in using JasperReports with OTRS, but I have trouble to create useful template. The connection to the database is working, but I can't get the templates to show the things I need (e.g. amount of request by customers or by customerID and so) If somebody already has knowledge in this field, please share. I think many people want to expand the usage of the stats modul by using Jasper or other Reporting engines. Best Regards, Andreas Plaul -- This message has been scanned for viruses and malicious content by TUV Rheinland Japan's perimeter scanner, and is believed to be clean.

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SQL you use in reports
by Bas Rijniersce 07 Mar '07

07 Mar '07

Hi, I'm looking at a big 11x17 print with the database schema. But since I'm not a real big sql hero and getting lost in the ticket_state_id's etc I'm sure people with better SQL skills have made nice reports. Are you willing to share your brilliant report queries? Bas

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Jasper Reports
by Bas Rijniersce 07 Mar '07

07 Mar '07

Hello, Is anybody using Jaspr reports for OTRS reporting? Jasper reports is an open source, Java based reporting toolset: http://jasperforge.org/sf/projects/jasperreports I just created my first (useless) report, took me about 10 minutes to set it all up, most time going into figuring out how to allow Mysql conns from another host ;-) The very useful feature would be that people can start contributing reports for other people to use, you owuld just need to download the jasper Reports definition file. Now I need to start looking at the otrs schema and build some real useful reports Bas

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