December 2009 - otrs - OTRS mailing lists

Office 2007 documents opening at zip files
by Marretta, Rosanna 16 Dec '09

16 Dec '09

Can somebody tell me why office 2007 documents, i.e. word and excel open as zip files when attached to an OTRS call. Thanks, Rosanna Marretta

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problem of understanding otrs-structure / pl. help
by Igor Cherepanov 16 Dec '09

16 Dec '09

Hello otrs gurus, I must make a request for help because I can´t understand structure of otrs programming although I read develop- and admin-manual Befor I installed otrs, I had not been busy with perl... but I read perl manuals. a script begins with package name... package Kernel::Config; then comes a methode ... is understandable then... $Self->{'Customer::AuthModule::DB::User'} = "sysdba"; what is that ->{'Customer::AuthModule::DB::User'} ??? Is it a modul? where is this modul? in which dictionary? I have successful done the basic configuration, but i want advance my otrs. I can´t do it because I am lacking of traceability. I hope you to can help me Thank you!

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Re: [otrs] FAQ
by Heather Bissell 16 Dec '09

16 Dec '09

Alexander The section are missing in view, add and edit mode for both agents and customers. I have attached screen prints. It is like the system doesn't know that these sections, which are defined as public should be displayed. Changing them to internal allows the agents to see the section, but then the customer will defiantly not seem them which doesn't help. Thanks Heather Heather Bissell wrote : [...] > Figure 1 from System 1 shows a print screen of a FAQ and as you can > see the Symptom, Problem & Solution sections are missing unlike in > Figure 2 from System 2. [...] Hello Heather, are the sections completly missing or just in view mode but not in edit mode ? I once had the latter case caused by invalid HTML. The article used rich text and somehow contained HTML header tags that weren't allowed at that place. Regards Alexander

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Customer Interface:Ticket View
by Sourabh Sarwate 16 Dec '09

16 Dec '09

Hi All, I have one question from the customer interface is it possible that a supervisor can view the ticket which is generated by his manager on behalf of supervisor. Regards, Sourabh Sarwate

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FAQ
by Heather Bissell 16 Dec '09

16 Dec '09

Good morning. Hoping someone can assist me with a very odd program I am have with FAQ. I have two orts systems that I maintain on separate boxes. I recently upgraded from 2.3.4 to 2.4.4 and everything with the upgrade went well with no errors on both system. However on one system the FAQ module seems to be messed up now (work fine before upgrade). Figure 1 from System 1 shows a print screen of a FAQ and as you can see the Symptom, Problem & Solution sections are missing unlike in Figure 2 from System 2. I have checked all of the rights for all users and can't see a difference between them. I have also compared the setting in sysconfig for all the FAQ settings and there are no differences. I have also completely uninstalled and reinstalled the FAQ module, which didn't make. I have briefly reviewed the base file of the system and didn't find any create date differences. Has anyone else seen this before and have any suggestions? Figure 1 - System 1 Figure 2 - System 2 CMT Logo MediumHeather ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ _______________________________________________ Heather Bissell | CMT - Computer Management Technologies, Inc.|731 Gratiot Ave. . Saginaw , MI 48602 ( 989.791.4860 ext. 131 |7 989.791.4928 |* <mailto:hbissell@cmtonline.com> hbissell(a)cmtonline.com An Employee Owned Company "Striving to Serve with Excellence" Disclaimer: This electronic mail transmission is privileged and confidential and is intended only for the use by the party to whom it is addressed. If you have received this transmission in error, please disregard and notify the sender.

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Re: [otrs] Modification of User Agent Data (users table)
by Scott Carter 15 Dec '09

15 Dec '09

Hi Michel, Thanks for the response! That is exactly what I am looking for. Unfortunately I'm still running into a few issues though. I have the new fields in the AdminUserForm.dtl. I have modified the sub UserUpdate and sub UserAdd in User.pm. It seems like I am missing a modification somewhere though. The Param variable coming into UserUpdate has all of the preferences (with the exception of the two I've added). Do you have any idea where this param map gets created/are modifications required there? The variables I'm setting in AdminUserForm are being set as follows: <tr> <td class="contentkey">$Text{"Phone Number"}: </td> <td class="contentvalue"> <input type="text" name="UserPhoneNumber" value="$QData{"UserPhoneNumber"}" size="10" maxlength="10"/></td> </tr> Also, last time I tried replying to a message it was not attached to my original thread. I feel stupid for not being able to figure this out but I am just responding by clicking your email in the top of my page... doing something wrong? Again, any help you can give me is much appreciated. You have already saved me a lot of time by pointing me in the User.pm direction. Scott Hi Scott, Depending on what you'd need to achieve, it might be easiest to store the phone number in the agent's preferences. It would be an easier feat to add a preference value, than to add an actual user (agent) attribute. The last would need an API and database change. You said you 'modified the html' - I take it that you've modified the AdminUserForm.dtl template; that's a first step, and that's good. Second and third steps would be to add the field to the actual database, for instance via mysql or so, and the adding of the field to the backend API in Kernel/System/User.pm I hope this helps, ((enjoy)) - Michiel Beijen

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In-Reply-To header not set
by Raffael Schmid 15 Dec '09

15 Dec '09

Hi everybody We are using OTRS 2.3.4. Since our upgrade from 1.x the In-Reply-To Headers are not set in outgoing mails. Because of this threading is only possible with the subject as key. As it worked in 1.x I think this is a bug? I already tried to set "$Self->{PostmasterFollowUpSearchInReferences}", but this did not help. Any ideas? Do you need more informations? Regards raf

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Problem with free text fields
by Bramwell Calum 15 Dec '09

15 Dec '09

Hi All, I have set up OTRS and am currently having my agents test the system with a view to a go live in the New Year. Everything seems to be working well except; I have defined a number of Free Text Keys in Config Options: Ticket -> Core::TicketFreeText, however I can not see any more than 4 in the Ticket :: Free Fields page. I always see Free Text 1 -4, but never 5 and beyond. This means that agents can not set values for free fields 5 and above. However when I am in Generic Agent job setup, I can see all Free Text fields in the New TicketFreeFields section. I feel as though there is some configuration setting that I am missing, but I have had a good look about the OTRS Admin menus and done some searching around the mailing list and haven't found anything. I am really impressed with the product and with the support provided on this list so I hope that someone can point me in the right direction and thanks in advance for your help. Cheers, Calum ********************************************************************* North Lanarkshire Council's Web Site - http://www.northlanarkshire.gov.uk/ Lanarkshire - Host of the International Children's Games 2011 http://www.icg-lanarkshire2011.com/ ********************************************************************* This e-mail and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this e-mail in error, please notify the System Manager and thereafter delete the e-mail from your system. The System Manager may be contacted at postmaster(a)northlan.gov.uk or by telephone on 01698 302254. E-mail transmission is not secure and information can be intercepted, corrupted, lost, destroyed, delayed or incomplete. The sender does not accept any liability for errors or omissions arising as a result of e-mail transmission or interception. Please note that incoming e-mails are routinely scanned for the purpose of detecting offensive or inappropriate materials. *********************************************************************

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customer users 250 max number
by Alessandro d'Ambrosio 15 Dec '09

15 Dec '09

Hi, I've got more than one thousand customer users in my db but when I would like to search them in the frontend agent user interface I can view only 250 elements. I've installed OTRS 2.3.4 and I read something about this issue but no solutions. (I tried to modify the "my $SearchLimit" parameter in the AdminCustomerUsersService.pm file but It didn't work). Can anyone help me? Thanks Alessandro

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Queue view on Dashboard
by Gerrit Tamboer 15 Dec '09

15 Dec '09

Hello fellow OTRS'rs, I have a question. By default the dashboard view for tickets have the following views: - Reminder Tickets - Escalated Tickets - New Tickets - Open Tickets / Need to be answered In our situation at our company it would be better is the dashboard had the tickets devided by the queues, looking something like this: - Raw - Postmaster - RandomQueue1 - RandomQueue2 etc, etc. Can anyone tell me how to get this done? Thanks in advance!

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