September 2008 - otrs - OTRS mailing lists

Default-Selections not working in 2.3.2
by ADIT Systems 17 Sep '08

17 Sep '08

Hi all, we've been working with OTRS with great success, the ticket system really helps. To connect OTRS with g*Sales, our management-system, I configured a CustomerUserBackend in the Config.pm, which also works great - with one minor bug: We store the customer information in a MySQL-table, together with the gender (column gender tinyint(1)), and use a mapping in the scripts: 0 => male, salutation "Herr", 1 => female, salutation "Frau" This Map is also configured in OTRS (Config.pm): === Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserSalutation', 'Anrede', 'gender', 0, 0, 'int', '', 1 ], [ 'UserCustomerID', 'CustomerID', 'knr', 1, 1, 'var', '', 1 ], [ 'UserCompany', 'Firma', 'firma', 1, 1, 'var', '', 1 ], [ 'UserLastname', 'Name', 'name', 1, 1, 'var', '', 1 ], [ 'UserLogin', 'Username', 'knr', 0, 1, 'var', '', 1 ], [ 'UserPassword', 'Password', 'passw', 0, 1, 'var', '', 1 ], [ 'UserPhone', 'Telefon', 'telefon', 1, 0, 'var', '', 1 ], [ 'UserEmail', 'eMail', 'email', 2, 1, 'var','$Env{"CGIHandle"}?Action=AgentTicketCompose&ResponseID=1&TicketID=$Data{"TicketID"}&ArticleID=$Data{"ArticleID"}', 1 ], [ 'UserComment', 'Comment', 'kommentar', 1, 0, 'var', '', 1 ], [ 'ValidID', 'Valid', 'status', 0, 1, 'int', '', 1 ], ], # default selections Selections => { UserSalutation => { '0' => 'Herr', '1' => 'Frau', }, }, ==== The "Selections" are also configured as shown above. In OTRS, I changed the default salutation to make use of <OTRS_CUSTOMER_DATA_UserSalutation>, but this only brings "1" or "0" in the message text, which is not, what the "Selections" suggest: display the given replacements, instead of the actual values in the dataset. So I started digging in the Code. The - for me - only possible place for the replacement would be in Kernel/System/CustomerUser/DB.pm, sub CustomerUserDataGet() There are references to the Map-part, but no access to the "Selections". grep doesn't find references to "Selections" at all, not in the whole sourcecode. Do I misunderstand the documentation / example on http://doc.otrs.org/2.3/en/html/x1638.html, or is this a real bug? To fix this issue for me, I could replace the column with a varchar(), and use the real words used in the salutations, but probably this would cause other issues (e.g., Confixx uses also ints to save the customer's gender in the database). Thanks in advance! Best regards, Anton Dollmaier, ADIT Systems -- ADIT Systems Anton Dollmaier junior Im Moos 22 84323 Massing Telefon: +49-700-46862348* (Mo-Sa, 10:00-20:00 Uhr) Telefax: +49-8724-911242 (*: 12ct./Minute aus dem Netz der DTAG, ggf. abweichende Kosten aus dem Mobilfunknetz)

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internal notes don't have to be printed
by Patrick Schiess 17 Sep '08

17 Sep '08

hi, does anyone of you guys know, if there is a way to define which content of a whole ticket should be printed into a pdf file or not? e.g. we don't want to print the internal notes of a ticket... is this possible? thanks. regards, patrick.

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definition of "my queues"
by Patrick Schiess 17 Sep '08

17 Sep '08

hi, does anyone know if there is a way to make an automatic definition of "my queues" for every user that works with otrs. i am looking for something like the LDAP group mapping functionality. here a little example: agent A is part of the group "support" that works for the queue "support", so his default "my queues" definition should contain at least the "support" queue, when he logs into OTRS. has anyone a idea on that point? help would be appreciated. regards, patrick.

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signature before mail text
by konference＠kraja.net 17 Sep '08

17 Sep '08

Hello, i use OTRS 2.2.7 and i want in response to ticket get signature before text, under salutation. Where i setting this? Thank you?

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No MainObject! at $OTRSHOME/Kernel/System/AuthSession.pm line 83
by Markus Nagel 17 Sep '08

17 Sep '08

Hello newsgroup, I hope that there is so out there who can help me, because I simply don't know where to look at. We're using OTRS since several years and I'm really enthusiatic for it, but since the update from version 2.2.7 to 2.3.2, there is a strange error in customer.pl. When a customer tries to logon, he receives the following statement and nothing further happens: Software error: No MainObject! at /opt/otrs//Kernel/System/AuthSession.pm line 83. We're using three backends for customers, the normal otrs-database, one ldap against ActiveDirectory Win2k3 and one "external" MySQL-DB. We're authenticating customers against ldap OR otrs-DB, thanks to Ralf Becker's Multiple.pm. Everything worked fine under OTRS 2.2.7, but now our customers get this strange message when they try to login. The authentication seems to work fine corresponding to the SystemLog, also for ldap as for DB-Users, so where could the error belong to? I'd appreciate every little hint. Thanks in advance Markus Nagel PS: Forgot the System environment: Suse Linux 9.0 MySQL 4.0.15 Perl 5.8.1

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Setting E-Mail Importance through OTRS
by Stefan Knott 16 Sep '08

16 Sep '08

Hi, I want to be able to set the E-Mail Importance (not X-OTRS-Priority!) header value in outgoing Mail. Is this possible? Gruß Stefan Knott _________________________ nbsp GmbH Softwarehaus & IT-Dienstleister Steinweg 56, D-94315 Straubing Tel. +49 9421 7847-275 Fax: +49 9421 7847-150 email: knott(a)nbsp.de http://www.nbsp.de http://www.sitefusion.de http://www.besseres-hosting.de _________________________________________________________ Rechtsform: Gesellschaft mit beschränkter Haftung, Sitz Straubing Registergericht: Straubing HRB 10736, Geschäftsführer: Mario Kandler

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Attachment issues
by Mik Rose 16 Sep '08

16 Sep '08

Hey there list members. We seem to be having a problem with attachments. .rtf files with images pasted itno them take for ever to open and eventually open blank. .pdf files appear to be scrambled .docx file open fine Is there some type of image processing that is failing here? I tried to switch to the FS method of storing attachments but everything goes to hell in a hand basket, see thread http://www.mail-archive.com/otrs@otrs.org/msg23380.html

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Survey module
by Terrill Yuhas 15 Sep '08

15 Sep '08

I have a style-type question on surveys. When you have a range of radio buttons, say from "Very Dissatisfied" to "Very Satisfied", the first button in the list becomes selected by default. This behavior is understandable but I was wondering if someone knew of a way to customize it? We've had a few false alarms.... I guess we could always just re-order the list! I'm looking to make the middle button in the range selected by default. Thanks for any insights! Terrill

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Customer table
by Lombardi Tonio at MFSS 15 Sep '08

15 Sep '08

Hi, How can columns be added to the customer table? I need to add a telephone number to the customer table... Regards, Tonio Lombardi ICT Applications Officer Information Management Unit Ministry for Social Policy Valletta, Malta tel: +356 2590 3342 fax: +356 2590 3331 e-mail: tonio.lombardi(a)gov.mt <mailto:tonio.lombardi@gov.mt> www.spic.gov.mt <http://www.spic.gov.mt/> www.msp.gov.mt <http://www.msp.gov.mt> Please read our privacy policy: http://www.msp.gov.mt/ministry/email_privacy_policy.asp <http://www.msp.gov.mt/ministry/email_privacy_policy.asp>

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External Company DB and Exchange Contacts
by Mik Rose 14 Sep '08

14 Sep '08

Hi there list members, External/Separate Company DB's; After a fare amount of time poring over user posts in the mail list archives it appears that it is possible to reference Company information from our own database. What I think I need is an example of this being done. Is there anyone that could post an example of this being done. Exchange Contacts; Is it possible to devise a lookup and link in tickets to a contact on an Exchange Public folder? Regards, Mikola (Mik) Rose PowerSoft Development Corp. CIO, Information Technology / Support Services Customer Service: 1 (250) 642-0199 Sales Dep.: 1 (888) 833-7697 Support Dep.: 1 (250) 642-0295 www.power-soft.com

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