April 2008 - otrs - OTRS mailing lists

How to begin to use otrs
by Mika Chu 26 Apr '08

26 Apr '08

Hi all! I installed otrs in the company, first it is for our IT teams memebers. Is there any best practice I can do the job step by step? manual seems great for installation and configration. Thanks! Br, Mika

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Running external php link after answering a ticket
by Nia Forouzesh 26 Apr '08

26 Apr '08

Well I think you might have faced this problem and can help me resolve it: Problem: Our agents have some answers to compose and send it to customer tickets. Among these answers, if for example answer1 is going to be composed, agent should copy the subject of ticket to a link like: http://www.domain.com/phpscript.php?param1=<SUBJECT OF TICKET> then agent will change the state of ticket to some thing else and reply is sent. the output of that external link is not important, only run it for once is necessary. Now my question: Is there any way to automate such link running by trigging an event on change status of ticket or on composing answer? Of course the php code itself is available but I don't know where to call it in Perl scripts of OTRS. Thank you for your help, Nia --------------------------------- Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now.

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Great Open Source OTRS Tool for free called: ((OTRS - Manager))
by sunnyboy＠gopa-soft.de 25 Apr '08

25 Apr '08

Hello, i have found a great Manager Tool to manage and overview Tickets. -> ((OTRS - Manager)) -> http://otrs-manager.sourceforge.net/index.php?page=homepage_en Here a short review of the Customer Page: ((OTRS - Manager)) allow you an easy, fast and clear access to informations, which are saved in your Open Ticket Request System ((OTRS)). It is an german Open Source Project and i have try it on my computer. It works fine and i think its a great Open Source Tool. best regards

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Adding a link to the customer navigation bar
by Leigh Reed 25 Apr '08

25 Apr '08

Hi everyone, I have managed to successfully edit the customer navigation bar by editing the file ZZZAAuto.pm located in "otrs\Kernel\Config\Files", so that the companytickets link has been removed and I have moved the logout button to the right instead of it being on the left. I have also added a new button that links to a help manual that I have written for all of our users. However I am having a major problem getting it to link to this new webpage. My understanding is that when a user clicks a button on the navigation bar it links to a module in "otrs\Kernel\Modules" via the line: 'Link' => 'Action=CustomerPreferences'. So in this example it loads the CustomerPreferences.pm file that does lots of advanced things that I have no clue about. Somewhere in this file there is a line or lines that tells it which template to use for the layout, in this case I think it is the CustomerPreferencesForm.dtl file located in "otrs\Kernel\Output\HTML\Company" (I have a customer interface called Company other wise replace Company with Standard). So, I have tried to create a .pm file called Manual.pm and the 'User Manual' button in the nav bar links to this file via the line 'Link' => 'Action=Manual'. However I am stuck because I have no idea how to get this .pm file to link the index.html page of the manual as this is a bit too advanced for me. I can't seem to test it either because when I click the User Manual button I get the error message: "Error: Module Kernel::Modules::Manual not registered in Kernel/Config.pm!". How do I register this module in the config.pm file? Secondly, what do I need to put in the Manual.pm file so that it links or redirects to the index.html page of the user manual? or can I use the line in the ZZZAAuto.pm file 'Link' => ' ' to link to it somehow, maybe by using the direct link? The problem with this is that when i click the link it sends me to http://wbhapp/otrs/Customer.pl?http://wbhapp/SupportDesk/index.html. Can the baselink be ignored at all? Any help would be really appreciated Thank you.

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Difficulty in upgrading existing install from 2.0.4 to 2.2.6??
by echo5juliet＠gmail.com 25 Apr '08

25 Apr '08

Hello, I have a running 2.0.4 OTRS installation and I am considering updating it to 2.2.6. Can anyone give me an idea of how difficult or problematic this might be? Is it as simple as replacing the binaries or has the mySQL tables and indexes changed significantly as well? If there are significant changes has anyone developed a tool or perl script that assists in the conversions? Thanks, --Jeff

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Sending email when ticket is added to queue
by Baker, Greg 25 Apr '08

25 Apr '08

Is it possible to configure otrs to send an email to an agent or agents when a new ticket is added to a specific queue? Greg

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closing ancient tickets
by Gerhard den Hollander 25 Apr '08

25 Apr '08

We are in the process of cleaning up our otrs database what I would like to do is find all tickets that are (say) Older then 1 year state == new |\ state == open and bulk-action close them. Is there an easy way to do this ? I guess I can generate a search query export the csv file and then extract the ticket numbers out of that then use a mysql query 9which one ?) to close all tickets that match the numbers generated but I have the feeling there must be an easier way. unfortunetely, the result of a search query miss the [ ] select this ticket for bulk action tick box. Im using otrs 2.2.5 Kind regards, Fugro-Jason Netherlands BV Gerhard den Hollander Senior ICT Engineer Telephone: +31 (0)70 3170 539 / Fax: +31 (0)70 3170 511 E-mail: gdenhollander(a)fugro-jason.com / Website: www.fugro-jason.com <http://www.fugro-jason.com/> Address: Veurse Achterweg 10, 2264 SG Leidschendam, The Netherlands / P.O. Box 35, 2260 AA Leidschendam, The Netherlands Trade Register Nr: 24294747 / VAT: NL 00807174798 B01

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Merging the queues
by syareefdol 25 Apr '08

25 Apr '08

Hey guys! At the moment, I'm using OTRS for my company helpdesk support. Just quick questions; Can I merge the queues that I've been created??? Thanks guys!! Cheers!

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test
by Shawn Beasley 24 Apr '08

24 Apr '08

test -- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann

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Customer Ticket Type
by Vince Deli 24 Apr '08

24 Apr '08

I have been very impressed with OTRS and the ability to customize to meet our needs. I cannot however, figure out how to limit the Ticket Type Dropdown list for the Customer "New Ticket" Email form. We would like to have the ability to only have the Customer open certain types of tickets. I have only been able to give them all of the ticket types or none. Can this be done? Thanks in advance for any help!! _________________________________________________________________ In a rush? Get real-time answers with Windows Live Messenger. http://www.windowslive.com/messenger/overview.html?ocid=TXT_TAGLM_WL_Refres…

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