August 2008 - otrs - OTRS mailing lists

Where to add fields to create a ticket for the customer interface
by Ronna Mijares 14 Aug '08

14 Aug '08

Hi guys Ihave a question if someone can help me: Where to add fields to create a ticket for the customer interface?? Example: New ticket To: Subject: Text: Atachment: Betwen Text and Atachment, I want to add a file like " Physical Location" Thanks!!!! -- Jober

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report of time per agent // outside reporting
by John (yt) Hogenmiller 14 Aug '08

14 Aug '08

Ok, So if I go into the SQL box and run a query, I can pull up how many "work units" each agent accumulated in the current month: SELECT t.create_by, u.first_name, u.last_name, Sum(t.time_unit) FROM time_accounting AS t Left Join system_user AS u ON t.create_by = u.id WHERE month(t.create_time) = '08' AND year(t.create_time) = '2008' GROUP BY t.create_by However, for the life of me, I don't see how to create a report showing the same. So I'm looking for any report gurus out there or some good documentation/howtos on the subject. Also, has anyone gone into using an outside program to pull reports from OTRS (like Crystal Reports or DataVision)? -John -- John Hogenmiller - ytjohn(a)gmail.com Used for mailing lists - sporadic response

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workflow
by Tom Hickey 14 Aug '08

14 Aug '08

Good day, I would like to know if there is some workflow diagram available. I'm new to this and need some guide in who and how a ticket is been created, who receive it(queue management) and if no response from anybody the escalation route. The otrs admin book is not very clear on this issues. Any suggestions? Tom

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email validation
by John (yt) Hogenmiller 14 Aug '08

14 Aug '08

Hello, On an installation of OTRS I am doing, we are entering customers that do not have email addresses (phone help desk primarily). First off, it would be nice if OTRS had something built in to handle customers without an email address. My approach is to setup an account called blackhole (blackhole@localhost) that routes email to /dev/null. This requires me to enter an email address of blackhole@localhost, which is rejected as invalid. I tried adding blackhole@localhost to Defaults.pm to $Self->{CheckEmailValidAddress} without any luck. $Self->{CheckEmailValidAddress} = '^(blackhole@localhost|root@localhost|admin@localhost)$'; I also tried turning of the check syntax: $Self->{CheckEmailAddresses} = 0; No luck there either. So finally, I edited CheckItem.pl and added a "return 1;" to the top of the CheckEmail subroutine, allowing me to bypass checking until I find a better solution. While I know there are solutions I can do at the system and dns level, I'd like to handle this within the scope of OTRS itself. We don't want emails to leave the server that OTRS resides on if the customer doesn't have an email address. -- John Hogenmiller - ytjohn(a)gmail.com Used for mailing lists - sporadic response

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Add Customer panel dissapeared
by Emily Flynn 14 Aug '08

14 Aug '08

Hi! A weird thing. I've just installed the latest version of OTRS and I have added in most of my customers, but now for some reason, when I'm logged in as a user, the option to add a new customer in the 'Customer User Management' screen has gone. It's also gone when I log in as root Any ideas??? Screenshot attached Kind Regards, Emily

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default value for "to:" field of customer ticket
by Patrick Schiess 14 Aug '08

14 Aug '08

hi, it's once again me... ;-) can someone tell me if there is a way to either define a default value for the "TO:" field of the customers new ticket view or is there a way to hide the "TO:" field? the idea behind this question is that, the customer only has one queue which he can choose and so it doesn't make sense for the customer to always choose the "TO:" field as there is no other option for him. thanks. regards, patrick.

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admin customer list custom fields
by John (yt) Hogenmiller 14 Aug '08

14 Aug '08

If you are logged in as admin or an agent, and go to Customer -> Search -> * and get the list of customers, you get a table with the following columns: Username Name Email CustomerID valid/invalid How do I change the fields that get displayed under "Name" ? Currently, it displays first_name and last_name, and I want it to display my custom fields: company, city, state, phone. I have modified the table to add a few new fields (company name, phone number, fax, address..) as shown below. Please take note that this all works pretty well throughout most of the application. CustomerUserListFields => ['login', 'companyname', 'city', 'first_name', 'last_name', 'customer_id', 'email'], CustomerUserSearchFields => ['login', 'companyname', 'phone', 'first_name', 'last_name', 'customer_id'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['companyname', 'phone', 'email'], CustomerUserNameFields => ['companyname'], [ 'UserCustomerID', 'Net-ID', 'customer_id', 0, 1, 'var', '', 0 ], [ 'CompanyName', 'Company Name', 'companyname', 1, 1, 'var', '', 0 ], [ 'Phone', 'Phone Number', 'phone', 1, 0, 'var', '', 0 ], [ 'Fax', 'Fax', 'fax', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'first_name', 1, 0, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'last_name', 1, 0, 'var', '', 0 ], [ 'UserLogin', 'Username', 'login', 1, 1, 'var', '', 0 ], [ 'UserPassword', 'Password', 'pw', 0, 0, 'var', '', 0 ], [ 'Address', 'Address', 'address', 1, 0, 'var', '', 0 ], [ 'City', 'City', 'city', 1, 0, 'var', '', 0 ], [ 'State', 'State', 'state', 1, 0, 'var', '', 0 ], [ 'Zip', 'Zip', 'zip', 1, 0, 'var', '', 0 ], [ 'UserEmail', 'Email', 'email', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'comments', 1, 0, 'var', '', 0 ], [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int', '', 0 -- John Hogenmiller - ytjohn(a)gmail.com Used for mailing lists - sporadic response

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templates for ticket creation
by Patrick Schiess 13 Aug '08

13 Aug '08

hi, is there a possibility to create tickets which is predefined in a template? i am asking because we have a lot of similar problems coming in again and again. so it would be very nice if the agent could have the choice between some templates to create a phone ticket... thanks a lot for your help. regards, patrick.

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new owner don't get the email notification
by Patrick Schiess 13 Aug '08

13 Aug '08

[does really nobody have any hints on this issue?] hi, we have the problem that, when e.g. owner A of ticket# 2000 transmits the ownership of his ticket# 2000 to owner B, then the new owner never gets the email notification if the customer replies on that ticket... instead of that, the email notification is still sent to the original owner, the first one who owned the ticket. is this a configuration issue or what exactly is the thought behind this behaviour? thanks. regards, patrick.

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Moving to the "mother" queue when no response
by Ronaldo Richieri 13 Aug '08

13 Aug '08

Hi! My name is Ronaldo. I'm new to OTRS and I'm planning to put it to work to handle the tickets generated by the site of my company (contact form). We here a structur of sales team and the queues in our otrs that reflects this is the following: Raw Junk Postmaster Sales - Unit 1 - Unit 2 Unit 1 and Unit 2 are sub queues of "Sales" queue. The system delivery the new tickets (via Postmaster Filters) to Unit 1 and 2. My question is: Is there a way move the tickets from the Unit1 queue to the sale queue automatically if a new ticket that is on Unit1 do not get answered or locked in 2 hours? Thanks and sorry my bad english :-) Ronaldo Richieri

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