January 2009 - otrs - OTRS mailing lists

Freetextfelder: Text anstatt Keys anzeigen?
by Alexander Sulzer 28 Jan '09

28 Jan '09

Hallo OTRS Liste Ich möchte die Frage in http://lists.otrs.org/pipermail/otrs-de/2007-June/008591.html aufgreifen, da auf diese keine Antwort vorliegt. In der Ansicht "AgentTicketZoom" (basierend auf dem Template File "AgentTicketZoom.dtl") werden im Zusammenhang mit den Freetextfeldern sowohl als Freetextfeldname als auch als Freetextfeldwerte die Keys und nicht die entsprechenden Contents dargestellt. Ist das definitiv so gedacht oder handelt es sich dabei um eine Standarddarstellung, welche der Administrator entsprechend nach seinen Wünschen anpassen sollte? Jedenfalls muss ich aus Usabilitygründen die Contents und nicht die Keys darstellen. Ein Workaround bestünde darin, die Keys mit den Werten der entsprechenden Contents zu versehen, was in meinen Augen aber die Key-Content Philosophie untergräbt, welche ich aufgrund der konzeptionellen Integration von OTRS in unsere Systemumgebung nutzen muss. ;-) Da die Anzeige der Contents in den Ansichten Action=AdminSysConfig (AdminSysConfig.dtl) und Action=AgentTicketFreeText (AgentTicketFreeText.dtl) sowie Action=AgentTicketSearch (AgentTicketSearch.dtl) problemlos möglich ist, habe ich versucht die Syntax für die Anzeige der Contents aus diesen .dtl ins AgentTicketZoom.dtl zu übernehmen. Leider hat das nicht funktioniert, was wahrscheinlich daran liegt, dass die verschiedenen .dtl funktional unterschiedlich aufgebaut sind. Wo finde ich eine Anleitung dafür, wie ich generell beliebige Datenelemente an beliebigen Orten in beliebigen .dtl anzeigen kann? Muss ich dazu z.B. gewisse Klassen in einzelne .dtl einbinden? Im Zusammenhang mit obiger Frage ist auch interessant, dass die Contents für die Keys von Freetextfeldern nicht in der DB stehen, sondern in einem File namens /Kernel/Config/Files/ZZZAuto.pm. Gruss und vielen Dank im Voraus! Lex

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stats report format settings
by Frans Stekelenburg 28 Jan '09

28 Jan '09

Hi, Is there a way I can adjust the various settings of the PDF report generated from the printed stats? Like the font and size, the logo? Especially the spacing in the texts bother me (see the attached example). In Core::Stats::Graph I found some but not all options. Probably a FAQ, but I didn't find it there ;-) : Kind regards, Frans

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Notifications per Queue
by Frans Stekelenburg 28 Jan '09

28 Jan '09

Hi, It seems not possible to have notifications sent with a different text depending on the queue of the ticket, like it can be accomplished with (auto)response, or is it? Would be a nice feature though. Kind regards, Frans

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customer notification with url to registered accounts
by Frans Stekelenburg 28 Jan '09

28 Jan '09

Hi, I would like a notifications sent out only to contain the url to the OTRS web service for registered customers. Is there a way to do that? The default Move, State and Owner notifications contain the URL. I could take it out, but for registered customers it is so nice to have it in. (We are at this point reluctant to have people create their own accounts- which might be the simplest work around for now) regards, Frans

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Need help setting up average resolution time for tickets report
by Philip Ng 28 Jan '09

28 Jan '09

Can someone show me how to set up an average resolution time for tickets report in OTRS? Regards, ______________________________________ Philip Ng | Technical Support Engineer | Crisp Wireless, Inc. | 386 Park Avenue S, Ste. 1405 NY, NY 10016 | Office: +1 212-557-1850 x. | www.crispwireless.com <http://www.crispwireless.com/> This e-mail is intended only for the named person or entity to which it is addressed and contains valuable business information that is proprietary, privileged, confidential and/or otherwise protected from disclosure.

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Upgraide faild
by Trasschaert Karl 28 Jan '09

28 Jan '09

Hi all, I've tryed to upgrade otrs from 2.2.7 to 2.3.3 but somthing faild during the upgrade. Now i cannot log in into otrs, the system said that there is no user. I would like to come back to 2.2.7. I've done a fresh install on a vmmachine, but when i tryed to use the database from 2.3.3 it doesn't work. How can i convert a database from 2.3.3 to be used on 2.2.7? Thx Karl _________________________________________________________________ Hotmail... nouveau est arrivé ! http://www.windowslive-hotmail.com/comingsoon/fr/default.htm

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rpm upgrade 2.2.7 to 2.3.4
by Steve Clark 28 Jan '09

28 Jan '09

Hello, Are there any database updates going from 2.2.7 to 2.3.4 and are they done automatically? Thanks, Steve

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Queue Responses
by Jeffrey Friedman 28 Jan '09

28 Jan '09

I've created two responses and associated them with my queue. Both of them are blank. However, regardless of which response I choose when "Compose Answer (email)", I always get text in the body of my response like: Dear username, > previous customer email info... > previous customer email info... > previous customer email info... It's almost like there are still OTRS tags (like <OTRS_UserFirstname> and <OTRS_UserLastname>) in the response, but I can't find them. Any suggestions? Thanks, Jeffrey 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.

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mod: download mail without delete from pop server
by francesco.simonini＠sesaspa.it 28 Jan '09

28 Jan '09

Hi to all. I would like to post you my solution to not delete mail from pop server. I appreciate any comment and suggestion. I'll describe you my scenario and my solution. The pop server is MS Exchange and the number of mail on the mailbox is around 5000. I've created a new table for each mailbox to insert the mail UIDL, the MESSAGE-ID and the TIMESTAMP. Normally the UIDL would be sufficient but in my case the UIDL is not unique (!). Every time the pop3.pm run it check if exist the table that correspond to the specific mailbox, if not it make the table (this portion of code would be inserted where a new mailbox is created, I write it in pop3.pm file just for a better upgrade to new version. My only problem is to prevent the db insert of uidl in case the mail was not correctly download (and viceversa). Thanks to all. Francesco.

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Email headers to assign customer (when not the sender)
by Mike Morris 27 Jan '09

27 Jan '09

Hi, We're running otrs 2.3.3. We also have other systems and web applications that generate emails to customers. I would like to be able to CC: these emails to one of our inboxes that is read by PostMasterMailbox.pl, and have it automatically assigned to the right customer in OTRS. The challenge is that the only customer info in the emails is the customer email itself, which is in the TO field, not the FROM field. If the email is also the Customer's login, then setting X-OTRS-CustomerUser to the customer's email works, but this is usually not the case for us. What I really want is a header like "X-OTRS-CustomerEmail", causing the ticket to be assigned to the customer whose email address is in that field -- without having to know the customer ID or login. Is this possible? There are lots of things that come close, but the only way I can currently see to do it would be a custom Postmaster Filter that searched the DB by Email to fetch the actual customerID and set the X-OTRS-CustomerID header... seems like overkill... Thanks in advance, MikeM Mike Morris The Music Place 1617 Willowhurst Avenue San Jose, CA 95125 (408) 445-ARTS (2787) ------------------------------------ Your Free Quote: Whoever claims the right to redistribute the wealth produced by others is claiming the right to treat human beings as chattel. - Ayn Rand ------------------------------------

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