April 2007 - otrs - OTRS mailing lists

Free Fields: Selection of mutiple values possible?
by Tobias Lütticke 12 Apr '07

12 Apr '07

Hi folks, I face the following scenario regarding free fields. OTRS serves as help desk application. I defined a Ticket Free Field listing the companies' subsidiaries. Users create tickets as usual. Now: A ticket may affect more than one subsidiary. Therefore, I would like to allow the help desk technician to select all affected client sites. However, free fields are either input fields or select boxes which in turn allow just a single value to be picked. Defining a free field per client site is not an option (too many) and entering the subsidiary location each time into a text input field is rather cumbersome. I did not find any possibility to select multiple entries. Does OTRS allow this? Am I missing something? Are there any other possible solutions to resolve my requirements? Did anybody have a similar problem? BTW, I am using the latest version 2.1.6 of OTRS. Any help appreciated. Cheers Tobias -- All generalizations are false.

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Making a response hierarchy
by Tabitha Stang 12 Apr '07

12 Apr '07

Hi, Is it possible to somehow group pre-canned responses in a tree structure? We have probably 30 responses already and plan to add more in the future. It would be great if we could group them by type of response, such as "delivery related", "payment related", "technical questions", etc. Has anyone found a solution for this? Thanks! Tabitha

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Re: otrs Digest, Vol 45, Issue 12
by mzanier＠xtcommerce.com 12 Apr '07

12 Apr '07

Hallo Lieber Kunde, Dies ist meine persönliche E-Mail Adresse, und vom 6.4 bis zum 23.4 wegen Urlaub nicht erreichbar. Für Supportfragen wenden Sie sich bitte an das bereitgestellte Supportforum. Im Forum beantworten unsere Supportmitarbeiter Werktags Ihre Anfragen. In Dringenden Fällen wenden Sie sich bitte an meinen Kollegen Herrn Winger, gwinger(a)xt-commerce.com , oder bei technischen Problemen an Herrn Hinsche mh(a)xt-commerce.com mfg, xt:Commerce Mario Zanier E-Mail: mzanier(a)xt-commerce.com

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Escalation queues
by Adriano Amaral 12 Apr '07

12 Apr '07

Hi folks, While tweaking the queues hierachy to suit my needs, I've started testing the escalation process. The problem I'm having is the way this is done. If I understood correctly, the escalation is done by the time set on the queues. So once the time spam is passed, it should escalate.. Also I have to create a GenericAgent task to notify the folks about the escalation event as well as to move the tickets to the next queue on the escalation process. Here is my problem: I want to move all the open tickets not yet locked by an agent using a 15 minutes interval on some queues. Also I've thought the escalation process would move the ticket to the parent queue without creating a task. Am I on the left filed on this. ITOH nothing about the way escalation works was found on the doc's. Could you guys point me on the right direction .. TIA -- Adriano Amaral Network Administrator --

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Webmail Interface
by Chris Watt 12 Apr '07

12 Apr '07

Hi Guys, I seem to get this error whenever I try to access the Webmail Module Can't locate object method "new" via package "IO::Socket::SSL" at /opt/otrs/Kernel/Modules/AgentWebMail.pm line 86, <PRODUCT> line 368. I have installed IO::Socket::SSL so I am unsure exactly what it is referring to. If anyone can enlighten me? Cheers ~Chris

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PDF output
by Vicente Barbera 11 Apr '07

11 Apr '07

Hi all, i am going on testing otrs, is there any way to change the pdf output? I mean create my own pdf with company logo and change the pdf layout. Thank you, Vince.

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Re: otrs Digest, Vol 45, Issue 11
by mzanier＠xtcommerce.com 11 Apr '07

11 Apr '07

Hallo Lieber Kunde, Dies ist meine persönliche E-Mail Adresse, und vom 6.4 bis zum 23.4 wegen Urlaub nicht erreichbar. Für Supportfragen wenden Sie sich bitte an das bereitgestellte Supportforum. Im Forum beantworten unsere Supportmitarbeiter Werktags Ihre Anfragen. In Dringenden Fällen wenden Sie sich bitte an meinen Kollegen Herrn Winger, gwinger(a)xt-commerce.com , oder bei technischen Problemen an Herrn Hinsche mh(a)xt-commerce.com mfg, xt:Commerce Mario Zanier E-Mail: mzanier(a)xt-commerce.com

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Re: otrs Digest, Vol 45, Issue 10
by mzanier＠xtcommerce.com 11 Apr '07

11 Apr '07

Hallo Lieber Kunde, Dies ist meine persönliche E-Mail Adresse, und vom 6.4 bis zum 23.4 wegen Urlaub nicht erreichbar. Für Supportfragen wenden Sie sich bitte an das bereitgestellte Supportforum. Im Forum beantworten unsere Supportmitarbeiter Werktags Ihre Anfragen. In Dringenden Fällen wenden Sie sich bitte an meinen Kollegen Herrn Winger, gwinger(a)xt-commerce.com , oder bei technischen Problemen an Herrn Hinsche mh(a)xt-commerce.com mfg, xt:Commerce Mario Zanier E-Mail: mzanier(a)xt-commerce.com

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StorageModule->ArticleStorageFS
by Tom 11 Apr '07

11 Apr '07

There are problems with viewing email's body written in attachments as html and plain text when StorageModule->ArticleStorageFS. When I set StorageModule=ArticleStorageFS then when I send email to OTRS in plain text and HTML like it can be done by Thunderbird Mozilla then when I open this ticket under OTRS I have email body shown as attachments (plain text, html). Problem is when for example send to OTRS email is ISO-8859-2 encoded and when I opening this attachments in new window then there are no polish characters visible (ŻŹĆŁÓĄŚę). There is no such problem when as StorageModule is set ArticleStorageDB. What is the Problem? I have in /etc/enviroment LANG="en_US.UTF-8" and in /etc/locale.gen en_US.UTF-8 UTF-8 in the first row . System is Debian.

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Re: otrs Digest, Vol 45, Issue 9
by mzanier＠xtcommerce.com 11 Apr '07

11 Apr '07

Hallo Lieber Kunde, Dies ist meine persönliche E-Mail Adresse, und vom 6.4 bis zum 23.4 wegen Urlaub nicht erreichbar. Für Supportfragen wenden Sie sich bitte an das bereitgestellte Supportforum. Im Forum beantworten unsere Supportmitarbeiter Werktags Ihre Anfragen. In Dringenden Fällen wenden Sie sich bitte an meinen Kollegen Herrn Winger, gwinger(a)xt-commerce.com , oder bei technischen Problemen an Herrn Hinsche mh(a)xt-commerce.com mfg, xt:Commerce Mario Zanier E-Mail: mzanier(a)xt-commerce.com

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