January 2009 - otrs - OTRS mailing lists

CustomerTicketSearch not registered in Kernel/Config.pm
by Wes Plate 30 Jan '09

30 Jan '09

I periodically get these error messages in our system log... Module Kernel::Modules::CustomerTicketSearch not registered in Kernel/Config.pm! ...according to the apache2 access_log this error occurs when someone tries to access this URL... /otrs/public.pl?Action=CustomerTicketSearch&Subaction=OpenSearchDescription Indeed, I can reproduce the error with this URL. But how does this URL get created? I can't figure out how I could start from our public FAQ page to make the error occur. Anyone know? -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

1 1

(non) customer-users e-mail
by Frans Stekelenburg 30 Jan '09

30 Jan '09

Hi, What options are there available to handle request by e-mail different for customers that are known users to OTRS and ones that are not? Like, can non users be denied with a special reply? The mail sent/forwarded to a manual agent? A different queue? Anyone implemented automatic customer user creator on non-existense? Kind regards, Frans Stekelenburg NetDialog Service Center NetDialog - nsc(a)netdialog.eu - +31 30 789 3636 - www.netdialog.eu <http://www.netdialog.eu/>

1 0

insert company logo in reply form
by sol sol 30 Jan '09

30 Jan '09

is this possible? I would like to make a template for fast replying on questions by mail but in the bottom under the otrs agent name there needs to be a company logo inserted when sending an answer. can someone explain how to do this? thanks!

4 11

Re: [otrs] CC auto-fill Issue
by Jeffrey Friedman 30 Jan '09

30 Jan '09

Does anyone have thoughts on correcting this? From: Jeffrey Friedman Sent: Wednesday, January 28, 2009 11:16 PM To: 'User questions and discussions about OTRS.' Subject: CC auto-fill Issue I am running OTRS 2.3.4 (and overall loving it). When I respond to emails sent to a specific pop3 mailbox (support(a)mycompany.net) the mailbox is automatically populated in the CC field. Naturally, this generates a lot of false "follow up" notifications. Other POP3 accounts work fine. I've tried deleting the account from the list of PostMaster accounts and recreating it but that didn't help. I've even tried forwarding all mail bound for support(a)mycompany.net to another account and adding that account to OTRS, but as long as OTRS sees that email address in the "From" line, it CCs it. Is this a bug or did I inadvertently change a setting in SysConfig? If it's a bug, is it possible I could just edit this out of a script somewhere? Thanks in advance for your advice CONFIDENTIALITY NOTICE: This e-mail and any attachments are for the exclusive and confidential use of the intended recipient and contain confidential and proprietary information. If you are not the intended recipient, be aware that any reading, distribution, disclosure, copying, printing or taking action in reliance upon this e-mail is prohibited. If you have received this in error, please notify us immediately by replying to this e-mail and promptly delete this e-mail and its attachments from your computer system. We do not waive attorney-client or work product privilege by the transmission of this message.

1 0

Edit customer user
by Bharat Malik 30 Jan '09

30 Jan '09

Hi, I want to add some additional fields on the form where we edit customer user. I want to add a field employee id. How can I do that ? Please help me.. Best Regards Bharat

1 0

VAriables help
by Andrés Rothkegel 30 Jan '09

30 Jan '09

Does anyone know how we can show the group that a agent are member in other interface besides the group<->agent, like when the agent login show that he is a admin member and user member, or group id. Any of this two options is valid for me. Thanks Atte. Andrés Rothkegel Nuñez Área Soporte TInet Soluciones Informáticas www.tinet.cl <http://www.tinet.cl/> <mailto:andres.rothkegel@tinet.cl> andres.rothkegel(a)tinet.cl 032-2 99 8042 09-919 536 55

1 0

Mutiple customers.pl
by vishal sanghi 30 Jan '09

30 Jan '09

Hi Can anyone tell if we can have different customer.pl pages for different customers with different customers logs. Thanks in advance. Thanks Vishal Add more friends to your messenger and enjoy! Go to http://messenger.yahoo.com/invite/

1 0

design issue regarding queues / groups and customers
by Mikael Kermorgant 30 Jan '09

30 Jan '09

Hello, I have some difficulties to design things the right way when it comes to access policies. I have a basic situation whith two groups of agents (IT and Administration), each has its queue with a "Spam" subqueue. There's a group IT, and a group Administration in order to set the permissions. Now, I want customers to be able to create new tickets from customer.pl, only in queues IT and Administration, so I've set things up so customers belong to both groups : $Self->{CustomerGroupAlwaysGroups} = ['Clients', 'IT', 'Administration']; How should I disable the "Spam" subqueues from the dropdown list when creating a new ticket ? Regards, -- Mikael Kermorgant

1 1

SOAP Support
by Cees-Jan Kiewiet 30 Jan '09

30 Jan '09

Hi, After looking into the manual and googling a bit I couldn't find anything useful on a SOAP interface for OTRS. We want to extract a list of tickets per costumer integrated in another system. Is there a way to extract that data from OTRS without having to write a user simulating client? Cees-Jan

2 2

Update OTRS from 2.3.3 to 2.3.4
by Stefano Milziadi 30 Jan '09

30 Jan '09

Hi! How can I update OTRS from 2.3.3 to 2.3.4? Thanks, -- Stefano Milziadi pepozzo(a)gmail.com

1 0