June 2008 - otrs - OTRS mailing lists

Re: [otrs] Format of ticket responses
by Richard Cross 07 Jul '08

07 Jul '08

>> And, finally, a related question: is there a list of all the >> template >> variables (e.g. <OTRS_CUSTOMER_REALNAME>)? I am particularly >> interested >> in finding an equivalent of <OTRS_CUSTOMER_REALNAME> that displays >> just >> the first name of the person who emails the OTRS system. > > Look here: > > http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemIDp > I think the link above is broken. "p" doesn't look like a valid ItemID and all I get is the main FAQ page. I already looked in the FAQ, but searches on "variables", "user variables", "response", "responses" turned up no useful articles at all. Can you at least give me a search term I should try?

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Ticket ACL CloseParentAfterClosedChilds
by CARNINO Daniele 07 Jul '08

07 Jul '08

Hello all, I'm very interested in using ACL CloseParentAfterClosedChilds, but when I enable the ACL by putting the following lines in my Config.pm file: $Self->{'Ticket::Acl::Module'}->{'1-Ticket::Acl::Module'} = { 'State' => [ 'closed succesful', 'closed unsuccesful', ], 'Module' => 'Kernel::System::Ticket::Acl::CloseParentAfterClosedChilds' }; I always get back this error: Can't locate object method "LinkList" via package "Kernel::System::LinkObject" at /opt/otrs//Kernel/System/Ticket/Acl/CloseParentAfterClosedChilds.pm line 67. I'm running OTRS 2.2.7 and i use latest version (1.9) of CloseParentAfterClosedChilds.pm Any idea? Why a double slash after /opt/otrs in the error? It is normal? I have: $Self->{Home} = '/opt/otrs' In my Config.pm Cheers, d.

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Customer Users <-> Company
by Greg Smith 03 Jul '08

03 Jul '08

How do I assign customer users to a company? -- Greg Smith 617 299 4576

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OTRS Link side-Bar
by Guyard Marc NIS 02 Jul '08

02 Jul '08

HI, I'm just update my otrs to 2.2.7 and ITSM to 1.1.2 Since this update, the link side-bar don't appear on a linked ticket. Do you know why ? Thanks by advance. Cordialement, Marc GUYARD Pôle Services Managés tel. +33 1 30488296 m.guyard(a)orange-ftgroup.com Network Integration Services, 9 parc ariane - bâtiment gaïa - 78284 guyancourt cedex www.orange-business.com

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Need to filter the Customer's New Ticket To: drop down list
by Tina Kerr 02 Jul '08

02 Jul '08

The SysConfig parameter, CustomerPanelOwnSelection, allows you to define the Queues, which the customer can select in the Customer-Interface. But is there a way to filter the drop down based on the customer's log in and what queues and groups they are associated to? Tina Kerr Manager, Production Support Office: 214-618-9540 Mobile: 303-884-0058 tkerr(a)calpont.com <mailto:tkerr@calpont.com> +++++CONFIDENTIALITY NOTICE+++++ The information in this email may be confidential and/or privileged. This email is intended to be reviewed by only the individual or organization named above. If you are not the intended recipient or an authorized representative of the intended recipient, you are hereby notified that any review, dissemination or copying of this email and its attachments, if any, or the information contained here in is prohibited. If you have received this email in error, please immediately notify the sender by return email and delete this email from your system.

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report count ticket per person for time period
by Milan Koudelka - Internet Mall 02 Jul '08

02 Jul '08

Hello people, I have OTRS 2.2.6 <http://otrs.org/> installed. We want to know how many tickets somebody resolved. We used search with time period for it, but now we are on limit 2000 tickets and I know that it's limit for searching in OTRS. Is there another way how to report count of resolved tickets for time period for each user ? Thank you very much. <http://otrs.org/> -- Milan Koudelka Linux & Network Administrator Internet Mall, a.s. Internet Mall - obchody, které si oblíbíte. http://www.MALL.cz

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Add new header into headers list on PostMaster Filter
by Mykola Dzham 02 Jul '08

02 Jul '08

Hi! I want to filter incoming mails and check 'Content-Type' header. 'Content-Type' header not found in standart headers list PostMaster Filter create/edit page. I added this field into 'PostmasterX-Header' config option and in file Kernel/Config/Files/Ticket.xml into section <ConfigItem Name="PostmasterX-Header" Required="1" Valid="1"> After this changed header 'Content-Type' found now on Filter create/edit page, but filter not working. How to correctly add new header int PostMaster Filter? -- Mykola Dzham, LEFT-(UANIC|RIPE) JID: levsha(a)jabber.net.ua

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rpc-create ticket
by Egor Tsilenko 01 Jul '08

01 Jul '08

Hello community! I have an idea to create ticket in OTRS from other system using RPC. I've only found /opt/otrs/bin/cgi-bin/rpc.pl and /opt/otrs/scripts/rpc-example.pl Does anyone have already realized such thing like creating a ticket via RPC? Any docs, rtfm's or working scripts? Thanks in advance. -- MoiKrug - ??????? ???? <http://bg8s.moikrug.ru/?from=userlink>??????? ???? <http://bg8s.moikrug.ru/?from=userlink>

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using ruby for xmlrpc
by Chris Williams 30 Jun '08

30 Jun '08

Hi, I was wondering if anyone has successfully used the rpc calls for otrs with either ruby's xmlrpc4r or soap4r libraries? If so, any sample code would be a big help. Thanks in advance, Chris

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Attachement in Mails
by vimal pillai 30 Jun '08

30 Jun '08

Hi, Mails with attachement other than word document is not coming to OTRS mailbox. mail with screenshot as attachements is not coming to OTRS.If he needs to send the screenshots ,he need to first copy it in word document and then attach the word document and should send.How can i solve this problem?Also mails containing data in table format is also dispalyed in awkward format.Can anyone help me in solving this problem.? regards, vimal.P

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