September 2007 - otrs - OTRS mailing lists

Always returning to FAQ after compose?
by Brice Figureau 20 Sep '07

20 Sep '07

Hi, We are running OTRS 2.1.6 with the latest available FAQ module for this platform. Beofre this version (it was on OTRS 2.0 I guess), clicking on the FAQ link while composing a response to a Ticket would bring the faq content, and then clicking on cancel, and later on Close ticket from the compose screen, we were always returning to the Queue View. Now with this version, after closing the ticket in the response we are always transported to the home page of the FAQ system. Not using the FAQ while composing a message does the right thing. If it's not a bug, is there a settings somewhere to always return to the Queue View after compose ? Thanks, -- Brice Figureau <brice+otrs(a)daysofwonder.com>

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Howto move the signature in responses
by Mikkel Nielsen 20 Sep '07

20 Sep '07

Hi list. Im trying to found out how to move the signature up above the quote from the orginal messeges in my responses. Is there any way to do this. -- Best regards Mikkel Robin Nielsen Support manager WorldWeb Interactive A/S Idyl 9A DK-6000 Kolding Tlf: +45 70 213 214 Fax: +45 70 213 215

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RE: [otrs] wrong encoding after update to v2.2.3
by Dan King 20 Sep '07

20 Sep '07

Oh sorry, I added the lines in my httpd.conf file for apache. Anywhere in the file should work. I guess by default perl does not take your OS's environment variables so occasionally you have to set them in the httpd.conf file. There is a way for it to take the OS's environment variables but I am unsure how that is done. 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 ------------------------------------------------------------------------------------ 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. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alexander Scholler Sent: September 19, 2007 9:00 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] wrong encoding after update to v2.2.3 Hi Dan, Dan King schrieb: > Hey, I had a problem dealing with encoding before and I had to set a Perl Environment Variable so it knew about which encoding to use. You could try that, the code I used is below: > > PerlSetEnv environment_Variable value > PerlPassEnv environment_Variable > Thank you for you response. I'm no perl-guru. Please tell me where/who I have to aplly the Env-variable. > 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 > Bye, Alex > _______________________________________________ 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/

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AW: [otrs] Standard Types and Queues
by Buechling, Thomas 20 Sep '07

20 Sep '07

Now there is no "-" at the Type Selection. But at Queue Selection there is still a "-" and i dont know how to delte it..There is no more Option like "PossibleNone"... any Ideas!? Thank You! -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]Im Auftrag von Buechling, Thomas Gesendet: Montag, 17. September 2007 15:32 An: User questions and discussions about OTRS.org Betreff: AW: [otrs] Standard Types and Queues Hey! i have now modified the code.. For those who don't knwo where to do that: in the .dtl-File the phone-Ticket-Type is described as: <td class="contentkey">$Text{"Type"}:</td> <td class="contentvalue"> $Data{"TypeStrg"}</td> This leads for example to Kernel\Modules\AgentTicketPhone.pm : # build type string if ($Self->{ConfigObject}->Get('Ticket::Type')) { $Param{'TypeStrg'} = $Self->{LayoutObject}->BuildSelection( Data => $Param{Types}, Name => 'TypeID', SelectedID => $Param{TypeID}, PossibleNone => 1, Sort => 'AlphanumericValue', Translation => 0, OnChange => "document.compose.ExpandCustomerName.value='3'; document.compose.submit(); return false;", ); $Self->{LayoutObject}->Block( Name => 'TicketType', Data => {%Param}, ); } There you have to change PossibleNone => 0, -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]Im Auftrag von Laurent Minost Gesendet: Mittwoch, 12. September 2007 14:20 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] Standard Types and Queues Hi, I was having the same problem with Customer frontend, when creating a new ticket, default queue needs to be selected and we use only one... Didn't find a solution so I modified source code for it to avoid adding "-" entry. Maybe it's the same for you. If you find a solution or modify the code, I will be interested by your final resolution :) Thanks. BR, Laurent MINOST Le mercredi 12 septembre 2007 à 13:07 +0200, Buechling, Thomas a écrit : Hallo! i want to Speed up the Ticket Typing Procedure.. Most Tickets ( we mostly use Telephone Tickets ) have the same Type ( "Problem" ) and go the same Queue. But in OTRS the preselcetion for those Fileds is "-" and you have to Click on "Problem" and the right Queue. Is there a way set Standard Values for those Fileds? I cant find Anything in Sysconfig... Thank You! Freundliche Grüße i. A. Thomas Büchling Praktikant / IT-Services Tel +49 (0)561/ 4991 -125 Fax +49 (0)561/ 4991 -93125 thomas_buechling(a)rudolph-log.de http://www.rudolph-log.de <http://www.rudolph-log.de/> http://www.logeon.net <http://www.logeon.net/> -------------------------------------- Rudolph Logistik Gruppe -------------------------------------- Rudolph Holding GmbH Harzweg 10 D 34225 Baunatal Amtsgericht Kassel HRB 6548 Geschäftsführer: Jürgen Rudolph, Werner Rudolph, Torsten Rudolph, Peter Malkomeß ------------------------------------- Abonnieren Sie unseren Newsletter RudolphREPORT unter http://www.rudolph-log.de/aktuelles/aktuelles.cfm

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Software Error
by Maurice James Ny 19 Sep '07

19 Sep '07

Does anyone know what this error is? I get this when ever I try to send an email from an open ticket. Modification of a read-only value attempted at /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/Net/DNS/Question.pm

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Help With Creating/Modifying Tickets
by Howey, Stephen 19 Sep '07

19 Sep '07

I have a question about tickets I am using OTRS:ITSM 1.0.1 and am trying to use the Type, Service, and SLA fields but the types listed for creating tickets don't match the types that were on the SLA or Service management screens and I can't select any SLA's or Services when creating the tickets. Is there a way to fix this or maby tell me what I am doing wrong that I can't select those fields?

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AgentTicketCustomer not registered in Kernel/Config.pm!
by Scott Plough 19 Sep '07

19 Sep '07

Error: Module Kernel::Modules::AgentTicketCustomer not registered in Kernel/Config.pm! Can any one help me with this error. What do I need to add to Config.pm to get this to go away. I get this error when I click on the CustomerID "email" link in a ticket. Thanks Scott

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Ticket State After Pending + "Clock not running" state
by David Pollard 19 Sep '07

19 Sep '07

A couple of questions............. 1. Is it possible to set the ticket state that a ticket goes into after its pending period to "Open" ? 2. Do any of the "states" stop the clock running from an ITIL perspective. ie we don't want the clock to run when the ticket is "awaiting customer" for example ? Any help gratefully received. Thanks + Vielen Dank dp

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RE: [otrs] wrong encoding after update to v2.2.3
by Dan King 19 Sep '07

19 Sep '07

Hey, I had a problem dealing with encoding before and I had to set a Perl Environment Variable so it knew about which encoding to use. You could try that, the code I used is below: PerlSetEnv environment_Variable value PerlPassEnv environment_Variable 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 ------------------------------------------------------------------------------------ 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. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alexander Scholler Sent: September 19, 2007 7:45 AM To: User questions and discussions about OTRS.org Subject: [otrs] wrong encoding after update to v2.2.3 Hi, I have a big problem - just migrated to v2.2.3 running in utf-8. Now, mails sent out are iso-encoded, and the mail-header claims the mail to be utf-8-encoded. So Umlauts are displayed wrong. If I manually set my mail-client to ISO, the mail is displayed correct. This is new since v2.2.x, didn't had problems in v2.1.x Urgend help necessary. Bye, Alex _______________________________________________ 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/

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wrong encoding after update to v2.2.3
by Alexander Scholler 19 Sep '07

19 Sep '07

Hi, I have a big problem - just migrated to v2.2.3 running in utf-8. Now, mails sent out are iso-encoded, and the mail-header claims the mail to be utf-8-encoded. So Umlauts are displayed wrong. If I manually set my mail-client to ISO, the mail is displayed correct. This is new since v2.2.x, didn't had problems in v2.1.x Urgend help necessary. Bye, Alex

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