April 2008 - otrs - OTRS mailing lists

Looking where to put images when editing the HTML
by Craig Meirick 16 Apr '08

16 Apr '08

Where is a good place to put my "Logo" that I am configuring to show in the Customer Frontend? Is there an Image folder that already exists within the OTRS directories that I can place a Logo to be pointed to from the HTML within the CustomerHeader.dtl file? Or do I create an Image directory or place the Logo file somewhere else? Thanks in advance =) >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<

1 0

Additional ITSM field in ticket
by syareefdol 16 Apr '08

16 Apr '08

Dear Shawn, Is there I can add features in additional itsm field in ticket??? Regards, Syareefdol.

1 0

cleaning up article directory
by Gilles Massen 16 Apr '08

16 Apr '08

Hello, During some housekeeping, I noticed that the article storage on the Filesystem is not in sync with the database. I would roughly expect that for each article exists a directory names article.content_path/article.id. I have articles in the database, that are not on the disk. I can explain these, in so far that each Note is an article, but contains the content only in the database. No worries about that. On the other hand, there are article-directories on the disk that have no counterpart in the database. Are these supposed to exist? I would expect that no, and that these are leftovers from wrong permissions on the filesystems...but I'd rather have another opinion before deleting approx. 164000 directories.... Regards, Gilles -- Fondation RESTENA - DNS-LU 6, rue Coudenhove-Kalergi L-1359 Luxembourg tel: (+352) 424409 fax: (+352) 422473

1 0

Unable to see Service and SLA in drop down
by Sabeer Ahamed 16 Apr '08

16 Apr '08

Hi All When a customer is creating a new ticket the Service and SLA dropdown nothing is been displayed I have created service and SLAs But the customer while raising a ticket the Servie and SLA are not been displayed in the dropdown Please anyone try to help me out Regards Sabeer

2 1

Customer Notification and Carbon Copy
by Marco Vannini 16 Apr '08

16 Apr '08

Hi all, I'm trying to figure out how to implement the notification of new ticket auto answer not just to the same email address configured into AdminCustomerUser but at the entire "client group". My intention was to have them at least a CC of the notification all together. However, having the workaround to use the same "distribution list email address" for all the customer's user client, could be useful to have a CC field to fill with whatever is needed. Is that possible and I'm messing up something or there is a WA or it is to be implemented ? Thank you in advance. -- Marco Vannini

2 1

1st post and questions
by Caspar Kennerdale 15 Apr '08

15 Apr '08

Hi I have just had OTRS installed onto a test server to test its viability for my company. I have a few questions which may be rather basic but which I cannot find to answers. Hopefully some of these can be answered by someone - Are you able to view 'closed' tickets - Are you able to close a ticket without having to submit copy within a message box - Are you able to set up automate archive functions - i.e back up and archive once a month - so that older requests were not clogging the system (but can be referred to if need be) - Can attachments be saved on a different server? - Are you able to delete users, queues etc (or hide them) I see you can add and amend but I am thinking about when categories become redundant Kind Regards --------------------------- Caspar Kennerdale Operations and Production Manager Web Operations Centaur Media plc 79 Wells Street, London, W1T 3QN 020 7970 4680 ------------------------------------------------------------------------------------------ This email is from Centaur Media plc. 50 Poland Street, LONDON. W1F 7AX, Registered in England & Wales No. 4948078. The email and any attachments are confidential and may contain privileged information, and are intended for the named addressee(s) only. If you are not the intended recipient, please notify us immediately and do not disclose, distribute, or retain this email or any part of it. While we have checked this e-mail and any attachments for viruses, we do not warrant that they are virus-free. You must therefore take full responsibility for virus checking. Centaur Media plc. and its subsidiaries reserve the right to monitor all email communications through their networks in line with the Lawful Business Practice Regulations, 2000.

3 3

Customer Notification and Carbon Copy
by Marco Vannini 15 Apr '08

15 Apr '08

Hi all again. Not sure if it was published my previuos message 'couse I didn't received by mail and not sure is it was clear too. BTW... I've seen some similar problem in list archive without a solution. Probably posters have solved but not published ? Following my (bad traduced) problem. Thank you again Hi all, I'm trying to figure out how to implement the notification of new ticket auto answer not just to the same email address configured into AdminCustomerUser but at the entire "client group". My intention was to have them at least a CC of the notification all together. However, having the workaround to use the same "distribution list email address" for all the customer's user client, could be useful to have a CC field to fill with whatever is needed. Is that possible and I'm messing up something or there is a WA or it is to be implemented ? Thank you in advance. -- Marco Vannini home: +39 02 900091454 mobile: +39 335 5340819 msn: marco69v(a)hotmail.com talk: marco.vannini(a)gmail.com icq: 58389316 skype: marco69v

1 0

editing the customer interface
by Craig Meirick 14 Apr '08

14 Apr '08

I am looking for which .dtl file to edit to change the default color in the customer frontend from Green to something else. Do I edit the customer-css.dtl? And when I find it, do I just change the color code in the HTML? Also, to change the Header and Footer in the customer frontend, which .dtl file do I edit? I've tried looking around the list here and have found a lot related to my question but still can't seem to locate just this. Thanks for understanding. >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<

2 1

No Permission to use this frontend module!
by Denis Jedig 14 Apr '08

14 Apr '08

Hi all, after upgrading to 2.2.6 with ITSM 1.1.0 Beta 3 I can't link objects in the agent interface anymore. Every call to AgentLinkObject2 results a permission denied error with the message "No Permission to use this frontend module!". Reading the code and googling did not help very much in terms of telling me where to find the appropriate security settings. As a workaround, I have commented the permission checks in Kernel/System/Web/InterfaceAgent.pm like this: | #if (!$Param{AccessRo} && !$Param{AccessRw} || !$Param{AccessRo} && $Param{AccessRw}) { | # print $Self->{LayoutObject}->NoPermission( | # Message => "No Permission to use this frontend module!", | # ); | # exit (0); | #} Anybody with more information? -- Denis Jedig syneticon networks GbR http://syneticon.net/service/

1 0

Create a bunch of email tickets at once
by Oliver Hitz 14 Apr '08

14 Apr '08

Hi all We would like to use OTRS to send an email to a couple of customers. Is is possible create a bunch of email tickets at once, without having to enter the message text manually for every recipient? Thanks in advance, Oliver

2 2