September 2008 - otrs - OTRS mailing lists

Outlook integration in otrs
by polloxx 02 Oct '08

02 Oct '08

Dear group, We're using otrs for a while now and it works perfectly, however I have one question coming back from our management: Is it possible to integrate outlook into otrs? Or are there alternatives? Suggestions are welcome. P.

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How can I disable CustomerCompanySupport
by Tina Kerr 01 Oct '08

01 Oct '08

How do I disable the Company Tickets module from the Customer's Ticket? I can disable the module from an admin perspective, via SysConfig ==> Frontend::Admin::ModuleRegistration <http://srvcustcare.calpont.com/otrs/index.pl?Action=AdminSysConfig&Suba ction=Edit&SysConfigSubGroup=Frontend::Admin::ModuleRegistration&SysConf igGroup=Framework> ==> Frontend::Module###AdminCustomerCompany but can't seem to find this configuration setting for the Customer Ticket. It seems logical to have such a setting under SysConfig ==> Frontend::Customer::ModuleRegistration <http://srvcustcare.calpont.com/otrs/index.pl?Action=AdminSysConfig&Suba ction=Edit&SysConfigSubGroup=Frontend::Customer::ModuleRegistration&SysC onfigGroup=Ticket> but there is not. Please help! 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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Re: [otrs] Exporting attachments from DB to FS
by Alex 01 Oct '08

01 Oct '08

Have looked at the documentation for this but am unable to figure out where these attachments are saved once the parameter is enabled ... ? $Self->{TicketStorageModule} = 'Kernel::System::Ticket::ArticleStorageFS'; thanks, alex

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RO Groups can't view Queues
by Fabian G. Ferdgelis 01 Oct '08

01 Oct '08

Dear Sirs. I have this queue tree * Networking - NET_AR - NET_BR - NET_US And I have a group called AR_Users... If I assign RO permissions to Networking queue and RW permissions to NET_AR queue then my users can't see any queue. I realice some test using diferent kind of permission sets and I found that RO permissions doesn't work correctly Can anyone helpme?? Best regards _________________________ Fabián G. Ferdgelis

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Dispatching by "to:" field
by Eric Murphy 01 Oct '08

01 Oct '08

This may be a stupid question, but in the POP3 account management section, there's an option for "Dispatching by email To: field". What does this do? Every time I've selected it, tickets don't seem to show up anywhere, so I've been setting everything to dispatch by selected queue. It's a bit annoying, however, to have to create a new pop3 account for each queue. Am I missing something? Thanks in advance! Eric Murphy LTI Information Technology

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Additional Time Fields (need "billable time")
by Tony 01 Oct '08

01 Oct '08

Hi all, I may be going about this the wrong way, but I'm trying to add another time field to my tickets, which act the same as the Accounted Time. When adding an agent note or an agent creates a ticket there is the field that says "Time Units (Work Units)" and it is blank, but time gets added, and posted in the ticket on the right side under "Accounted Time". I want to duplicate that, for another set of time called "Billable Time". Not everything I do is billable, sometimes my staff or I might have to revisit an issue, and due to a fault on our side, we have to fix something. We want to track the time, but not bill a customer for it. In the end, I want two times kept per ticket: billable, and non-billable. That said, I have managed to add a FreeText field, but it does not "add" time, it merely keeps the same number, or text, in the field. While this is understandable, I can't seem to get FreeTime to work either, or, I think I might be going about it wrong. I've tried looking up information on customizing OTRS using FreeText or FreeTime, but nothing is very explanatory. Has anyone done this before? Is there an easy way to do this? is there a page on OTRS' site that I'm missing that explains it all easy as pie? I'm tempted to recreate some of the DB structure and hack the perl scripts, but that means less capability to upgrade to newer versions. If it's not possible, perhaps I should take this to the dev list? Thanks, Tony

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Compose Answer (email)
by Darren Wiebe 30 Sep '08

30 Sep '08

Good Day, I'm testing my new OTRS setup and I've run into an issue. When I have items in the "Raw" queue then I have the link under "Compose Answer (email)" which allows me to send reply to the ticket with an email. However, when I move the ticket to one of the queues that I created that option disappears. When I move it back to either the "Raw" or "Misc" queues it works fine. Any suggestions? -- Darren Wiebe darren(a)aleph-com.net Aleph Communications www.aleph-com.net

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Notifications to multiple owners?
by Niran Abeygunawardena 30 Sep '08

30 Sep '08

Hi, Is it possible to send notifications such as follow-ups to all agents monitoring a queue instead of just to the owner of the ticket? Thanks, Niran

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Exporting attachments from DB to FS
by Bohuslav Blín 30 Sep '08

30 Sep '08

Hi all, i had big DB with otrs data, because of many attachments (like JPG, PDF,..). My daily backup was almost 2GB. So I switch Ticket::StorageModule:from DB to FS, because I backup FS incrementaly. But I also wanted to export existing data to FS. So I created script for this. Now my daily backup mysql with otrs is 4MB :) I hope this script will be helpful for somebody else too. So here it is: http://pastie.org/281623 (This script is using Ruby and ) Bohuslav Blin

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calendar / "working hours" definition
by Patrick Schiess 30 Sep '08

30 Sep '08

hi, is there a way to define the working hours for the calendars to be more precise? we need to have the possibility to set the working hours at least on a quarter hour base... better would be if it were on a minute base. is something like that possible? thanks a lot for your help. regards, patrick.

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