April 2007 - otrs - OTRS mailing lists

Forms?
by Scott Lockwood 05 Apr '07

05 Apr '07

I'd like to use OTRS to have managers fill out a form we design. I can't imagine that this would be difficult - is there some sort of template system already in use in OTRS, or would it have to be extended? Ideally, this would be something where the user logs in, creates a 'ticket' which is actually the form, and then submits it, with email notification that the ticket is in the system, minus the ticket's contents. -- W. Scott Lockwood III Systems Administrator Cashnetusa.com Land line: 312-568-4224 Cell: 847-800-4896 Help: x4357

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Forms?
by Scott Lockwood 05 Apr '07

05 Apr '07

I'd like to use OTRS to have managers fill out a form we design. I can't imagine that this would be difficult - is there some sort of template system already in use in OTRS, or would it have to be extended? Ideally, this would be something where the user logs in, creates a 'ticket' which is actually the form, and then submits it, with email notification that the ticket is in the system, minus the ticket's contents. -- W. Scott Lockwood III Systems Administrator Cashnetusa.com Land line: 312-568-4224 Cell: 847-800-4896 Help: x4357

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New ticket notifications
by Mike Clayton 05 Apr '07

05 Apr '07

Hi, I'm currently running OTRS 2.1.4, and would like it to send e-mail to agents about new tickets for _every_ ticket, no matter it's state or owner/etc Currently, I have only been able to get OTRS to send us notifications for open tickets with no owner, but would like it to notify us of any ticket that gets created does anyone know how to do this? CONFIDENTIALITY NOTICE: This e-mail message, including any attachments, is for the sole use of the intended recipient (s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message.

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[Feature Request] Ticket Templates
by Vladimir Doisan 05 Apr '07

05 Apr '07

Is it possible to have a new ticket templates based on the selected Queue? For example when a customer selects Queue named "Printer", the new ticket text area will show the info that needs to be entered Printer Location: Printer Name: Printer Model: Description of the Problem: An additional feature would be a mechanism to prevent empty tickets with just these 3 lines above by using line compare to the template (ignoring carriage returns) Thanks

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Existing Win32 of Apache/PHP/Perl/MYSQL
by FARMER, Peter 05 Apr '07

05 Apr '07

Hi All, I have a current WIN32 installation of the following: Apache 2.23 PHP 5.2.0RC4 Perl 5.8.8 MySQL v4.1 I use this install to host and run Cacti v0.8.6i/phpMyAdmin 2.8.2.4/Joomla. Therefore naturally I want a ticketing system that fits in with the current configuration and I notice that OTRS support all of these technologies but the only method of install is the "pre-packaged" installation. This is great for those who don't have the backend already setup but not much help to me. I've tried to "butcher" up the config to get the thing working but I feel I'm just making things worse. Has anyone successfully installed OTRS who are in a similar situation to me? Many thanks! Cheers, _________________________________ Peter Farmer _____________________________________________________________________ Disclaimer: This message is intended only for the use of the addressee(s) named above and may contain privileged information. If you are not the intended recipient of this message you are hereby notified that you must not disseminate, copy or take any action based upon it. Please delete and destroy the message from your computer. If you received this message in error please notify the Healthe Group of Companies immediately. Any views expressed in this message are those of the individual sender, except where the sender specifically states them to be the views of the Group.

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Responses...
by Jeff Shepherd 04 Apr '07

04 Apr '07

Hello, I've noticed that the responses are put at the bottom of the emails. Is there a way to change this and have them applied to the top of the email so that we don't have to scroll to the bottom and then copy-and-paste them back at the top? Thanks! -Jeff

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Postmaster Filtering only works for certain Match criteria
by Bryan White 03 Apr '07

03 Apr '07

Hey all, We have a web form that has the following fields, Name : E-Mail Address : Location : (Rolling Meadows, Niles, Elgin) Priority : (1,2,3,4,5) Technical Issue : The Location and Priority fields are drop down lists. When the user submits the form, it is e-mailed to the OTRS system e-mail address. I have Postmaster filters that are set up to find and sort by location into queues and to set priority based on what the person who filled out the form had selected. The system has no problem sorting by location into the appropriate queue. The problem lies in the filtering of the priority. If I look at the system log, it looks like it processes all the priority filters and then sets the priority to whatever the last one in the list is. I know it is processing the filters because it always works in sorting the tickets into the queue by location. I am wondering if my syntax is incorrect for the Priority filters. I have 5 filters, one for each of the priorities: Priority 1: Match Header 1 - Body = Priority : 1| Set Header 1 X-OTRS-Priority = 1 very low Priority 2: Match Header 1 - Body = Priority : 2| Set Header 1 X-OTRS-Priority = 2 low Priority 3: Match Header 1 - Body = Priority : 3| Set Header 1 X-OTRS-Priority = 3 normal Priority 4: Match Header 1 - Body = Priority : 4| Set Header 1 X-OTRS-Priority = 4 high Priority 5: Match Header 1 - Body = Priority : 5| Set Header 1 X-OTRS-Priority = 5 very high Hopefully everyone can make out what I mean with my little diagram above. I have tried multiple strings in the Match Body line, but it always does the same thing. Any help would be greatly appreciated. -Bryan

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Why agents can add clients?
by Vicente Barbera 02 Apr '07

02 Apr '07

Hi All, Before go to production with otrs we are testing it and some doubts are appearing. I don't want my agents are able to add clients, why they see the clients link icon on the menu bar? The only way i found to is removing "rw" permission, but i need this permission for the agents to see the queue. Maybe i am not understanding well the essence of otrs, but i am trying, testing. I hope you can help me again. Regards, Vince.

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OTRS V2.1.6: no Emails with Windows Exchange
by Ulrich Hemer 02 Apr '07

02 Apr '07

Hello to all, trying to get comfortable with OTRS, I used to test version 2.0.4 with Windows2003 and Exchange Server 2003 during the last weeks. Receiving and sending Emails went fine. I had the old version completely uninstalled recently and version 2.1.6 installed via the Windows installer. Now I can't any longer receive emails from or send to the Exchange Server although I use the same config.pm as before. I repeated the installation with the default config.pm but got the same results. There might be some incomplete cron-jobs for Windows, I suppose, but I can't judge this actually since I'm a real novice. Can anybody help me with some hints how to utilize CRONw correctly? Thanks in advance Uli

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Agents do not receive the notification for email activating the CustomerGroupSupport
by daniele.otrs 02 Apr '07

02 Apr '07

Hi, I have activated the CustomerGroupSupport within SysConfig Frontend:Customer in order to manage the Customer-Group. Now if I open a TICKET from the Customer.pl page, the agents do not receive the notification for email. This only succeeds after to have activated the CustomerGroupSupport. Why? Daniele

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