May 2008 - otrs - OTRS mailing lists

update queues from mail replies....
by adrian guevara 05 May '08

05 May '08

Hi, Is there a way to modify the status of the queue entered into otrs via procmail? For example, I have an open ticket (that was created when someone sent an email to a mailing list, the email is fetched via fetchmail and filtered through procmail) and some agent person sends a reply, I would want to: - have the agent take ownership of the ticket - make his email body the update text - make both of the above reflect succeeding email updates. Is there a way to do this?

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Invalid or invalid temporarily?
by syareefdol 04 May '08

04 May '08

Dear All, Is there can I configure about invalid or invalid temporarily part? This is because occurred that one of my queue already invalid temporarily but somehow it pop up again in my queue. I figured it out when I do made reports and I've invalid it again. Help me!

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Customize login page
by Ike Nnabugwu 03 May '08

03 May '08

I need to customize the login page.Where would I find the required index.pl Thanks

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Forcing agent to choose note type.
by Craig Meirick 02 May '08

02 May '08

When adding a note to a ticket, there is the option of note type: external or internal. Right now I have note type-external as the default. This will show up in our customer frontend to allow them to see what we add to tickets. The issue arises when an agent adds something to a ticket that he doesn't want the customer to see and then quickly hits the submit button before changing the note type to internal. I am looking for a way to make this a forced choice much like being forced to add a subject to a ticket or text to the body of a ticket. Is there any option available to make this so? Thank you, >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<

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update queues via procmail
by adrian guevara 02 May '08

02 May '08

Hi, Is there a way to modify the status of the queue entered into otrs via procmail? For example, I have an open ticket (that was created when someone sent an email to a mailing list, the email is fetched via fetchmail and filtered through procmail) and some agent person sends a reply, I would want to: - have the agent take ownership of the ticket - make his email body the update text - make both of the above reflect succeeding email updates. Is there a way to do this? Cheers, Rebs

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(no subject)
by Tony Canale 02 May '08

02 May '08

need help please all of a sudden without making any changes we get this message when we try to forward a ticket; invalid otrs@localhost (invalid Syntax) I checked the AdminSystemAddress and it looks right. what am I missing? thanks, -Tony _________________________________________________________________ Back to work after baby–how do you know when you’re ready? http://lifestyle.msn.com/familyandparenting/articleNW.aspx?cp-documentid=57…

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Pre-Selecting Queue's on the Customer Facing Webpage
by Power, Nathan 02 May '08

02 May '08

Good Afternoon, We are in the process of implementing the OTRS (rev. 2.2.6) for our organization. In our old helpdesk (variant of Bugzilla) we had URL's like: https://helpdesk.edu/help/enter_bug.cgi?product=QUEUENAME1 https://helpdesk.edu/help/enter_bug.cgi?product=QUEUENAME4 When a customer would click on a link like this, the new-ticket window for the correct queue would launch. A customer could then enter the necessary ticket information without having to decide which queue to place the request in. I'm trying to find a similar way to do this in OTRS. We have discovered how to modify the drop-down list with only the necessary Queue names, but we're trying to find a way to auto-select a queue based on the URL opened. Is this something that can be done through the template system, and if so, pointers in the general direction would be wonderful. Or will we need to actually code something to make this work? Nathan Power Technology Support Services

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invalid OTRS syntax
by Tony Canale 01 May '08

01 May '08

need help please all of a sudden without making any changes we get this message when we try to forward a ticket; invalid otrs@localhost (invalid Syntax) I checked the AdminSystemAddress and it looks right. what am I missing? thanks, -Tony _________________________________________________________________ Spell a grand slam in this game where word skill meets World Series. Get in the game. http://club.live.com/word_slugger.aspx?icid=word_slugger_wlhm_admod_april08

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