July 2007 - otrs - OTRS mailing lists

change ticket status
by Luis Torres Quiñones 25 Jul '07

25 Jul '07

Hi, Somebody know, how to add an option, to change ticket status, like a change queue Regards, Luis Torres Q.

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LDAP Customer or Agent auth via group membership
by Bart Verstricht 25 Jul '07

25 Jul '07

Hi Peter, I supplied a wrong link, the correct link is http://trinityhome.org/Home/index.php?wpid=95&front_id=18 It is an OpenSuse 10.2 Groetjes uit België...

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LDAP Customer or Agent auth via group membership
by Bart Verstricht 25 Jul '07

25 Jul '07

I have implemented successfully customer and agent authentication via LDAP, but I have a question about group membership. I have created a group otrs_allow_c group where all customer users reside to allow login. But in this group I want to add another group for ease of use because we have already pre-defined groups where the users reside in. I already tried but it does not work. Is it because the perld ldap module does not recursively search groups or something like that? I also made some small tutorial to implement OTRS LDAP auth, and that way I use it now. You can find it here: http://trinityhome.org/Home/index.php?wpid=95&front_id=1 Any suggestions?

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How to installation on Fedora Core or CentOS
by Agim Cami 25 Jul '07

25 Jul '07

Is available any installation note for installation of OTRS on Fedora Core or CemtsOS?

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upgrade OTRS 2.1.7 to 2.2.1
by bradis 24 Jul '07

24 Jul '07

So, did anyone already made it ? Vbrgs!

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Tickets shown on "my queues" view
by Jesús M. Navarro 24 Jul '07

24 Jul '07

Hi all: "My queues" view shows by default all open tickets, including those pending autoclose. Is there any config param so I can tell explicitly what states I want to see on the "My queue" view? (the same goes valid for other views like i.e. "blocked tickets"; for the most part I don't want to see "pending auto" tickets except if explicitly looking for them, since the system is already properly managing them). -- Jesús M. Navarro Jefe de Sistemas y Soporte Ándago Ingeniería - www.andago.com Teléfono: +34 916 011 373 (ext. 29) Móvil: +34 666 431 088 e-mail: jesus.navarro(a)andago.com

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FTP or webserver ?
by Julien Munch2001 24 Jul '07

24 Jul '07

Hello, I have configured OTRS in local without major problem and I'm now trying to make it usable from the internet and I'm a little lost... I firstly wanted to install it on the website of the company but it is only accessible via FTP and I don't know how to install it without knowing where apache server, Mysql or Perl are installed (if they are...) Do I have to install them in the ftp or to make a webserver ? Thanks _________________________________________________________________ Windows Live Messenger sur i-mode : dialoguez avec vos amis depuis votre mobile comme sur PC ! http://mobile.live.fr/messenger/bouygues/

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insert a default body for Phone Calls
by Gabriele D'Andrea 24 Jul '07

24 Jul '07

Hi, another silly question :P I'm trying to customize Phone Calls inserting a default body text: it can be done in Sysconfig -> Ticket -> Frontend::Agent::Ticket::ViewPhoneNew (for new tickets) and Sysconfig -> Ticket -> Frontend::Agent::Ticket::ViewPhoneOutbound (for follow-ups) The parameter I need to edit is Ticket::Frontend::AgentTicketPhone###Body: But there's a strange mismatch: in ViewPhoneNew it's a TextArea Field, so that I can write an extensive default message in ViewPhoneOutbound is a simple Text Field, so that I can Write a single line only. Any feedback about this? -- Gabriele D'Andrea Tel. +39 085 9431161 . Fax +39 085 9431162 . gabriele.dandrea(a)ecohmedia.com . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ECOH MEDIA S.r.l. Via Milano 32, 21019 Somma Lombardo (VA) . Via F. Fellini 2, 65010 Spoltore (PE) . Italy . www.ecohmedia.com . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Le informazioni contenute in questo messaggio di posta elettronica sono riservate e confidenziali e ne è vietata la diffusione in qualunque modo eseguita. Qualora Lei non fosse la persona a cui il presente messaggio è destinato, La invitiamo ad eliminarlo e a non leggerlo, dandocene gentilmente comunicazione. The information contained in this e-mail and any attachments are confidential and may also privileged. If you are not the named recipient, please notify the sender immediately and do not disclose

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Modifying AdminCustomerUserForm?
by Dan King 24 Jul '07

24 Jul '07

I am trying to modify the labels for the fields when adding a Customer User. I want to change the label Salutation to gender or just add a field for gender. I am attempting to do this in the file named AdminCustomerUser.dtl but I don't see any place where Salutation is listed in the file. Am I looking in the right place or should I be attempting something different? Thanks for any help offered. Dan King Software Developer Canadian Resident Matching Service 613.237.0075 ext. 241 (Toll free) 877.CARMS.42 171 Nepean Street, Suite 300 Ottawa, ON, CAN K2P 0B4 www.carms.ca <http://www.carms.ca> ------------------------------------------------------------------------------------ This e-mail message, including any attachments, is for the sole use of the intended recipients and may contain confidential and or privileged information. If you are not the intended recipient or this information has been forwarded in error, please contact the sender by reply e-mail and destroy copies of the original message. Ce message (incluant toute pièce jointe) s'adresse uniquement au(x) destinataire(s) prévu(s) ou à une personne autorisée à le recevoir en son (leur) nom. Il pourrait contenir des renseignements confidentiels ou protégés. Si vous l'avez reçu par erreur, nous vous prions d'en informer l'auteur dans les meilleurs délais, de ne pas divulguer son contenu et de le supprimer de votre système. Merci.

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Re: [otrs] Email ticket templates
by Klement, Charles 24 Jul '07

24 Jul '07

The only issue is that these only work on responses. I'd like templates for the first email sent out on a ticket generated by the NOC. ----- Original Message ----- From: otrs-bounces(a)otrs.org <otrs-bounces(a)otrs.org> To: User questions and discussions about OTRS.org <otrs(a)otrs.org> Sent: Mon Jul 23 13:10:47 2007 Subject: RE: [otrs] Email ticket templates Click on Admin and then you will see responses. Edit or create a new template. Besure to assign it to the queue too. When you email responses it should show up all the time. Jonathan Larsen Mountain West Heart Center IT Dept it(a)heartslc.com 801.270.4108 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Klement, Charles Sent: Monday, July 23, 2007 11:45 AM To: otrs(a)otrs.org Subject: [otrs] Email ticket templates Hello, I'm currently using 2.1.6. Is anyone aware if it's possible to define templates that can be used when creating a new email ticket? Our intent is to have some standard boiler plate for making announcements of maintenance windows our outages. If there is not generic templating capability for new tickets, is it possible to have a standard message per queue. I'm willing to upgrade to a newer version if that would get me the feature that I am looking for. Thanks, charles This message (including any attachments) contains confidential and/or proprietary information intended only for the addressee. Any unauthorized disclosure, copying, distribution or reliance on the contents of this information is strictly prohibited and may constitute a violation of law. If you are not the intended recipient, please notify the sender immediately by responding to this e-mail, and delete the message from your system. If you have any questions about this e-mail please notify the sender immediately. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? =http://www.otrs.com/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? =http://www.otrs.com/ This message (including any attachments) contains confidential and/or proprietary information intended only for the addressee. Any unauthorized disclosure, copying, distribution or reliance on the contents of this information is strictly prohibited and may constitute a violation of law. If you are not the intended recipient, please notify the sender immediately by responding to this e-mail, and delete the message from your system. If you have any questions about this e-mail please notify the sender immediately.

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