December 2009 - otrs - OTRS mailing lists

Circumvent the FAQ Article's subject to be appended to the response-email's subject
by Stefan Guha 05 Jan '10

05 Jan '10

Hi! We are using the FAQ module and agents of our OTRS helpdesk use the texts in the FAQ collection in responses to customers. Each time this is done then the subject of the Email is appended by the Title of the FAQ article. Example: 1. Open "Compose answer (email)" Subject will read like Re: [Ticket#1012345] Test Message to Support 2. Click the FAQ button. Popup opens. 3. Select appropriate FAQ article. Say, it's called "Easy Problem, Easy Solution" Hit the button "Done" which will insert the article's text in to the email. 4. The subject of the message will be changed to Re: [Ticket#1012345] Test Message to Support - Easy Problem, Easy Solution Some time now I have spent on looking in the configuration for some switch to turn this off because this behaviour of the software is not needed for us. No success so far. Does someone have a hint on what might be the trick? Thanks Stefan

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2.4.5. bugs with lock : always locks the ticket
by Martignier, Philippe 04 Jan '10

04 Jan '10

Hi there, I upgrade to the last version 2.4.5 but the bugs for the lock are still there: Bug 1 : owner When we change the owner of a ticket, the ticket is always locked Even if you put No in that parameter: Ticket::Frontend::AgentTicketOwner###RequiredLock ==> to be corrected Bug 2: bulk action Locks all the tickets and no requiredlock for that ==> to be implemented I would like to have some input from OTRS about these two points as it is not the first time I post about these two points. (Ok lets pass this holiday period :) See you next year ! Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

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Varying reports for solution time escalations. what could be the reason
by Katta, Lokesh Katta Subramanyam 04 Jan '10

04 Jan '10

Hi All, I am facing issues in stats for solution time escalation reports. The statistics for solution time escalations in a specific period is varying when we execute report on different dates. For eg. On a Queue <XYZ> there were 10 solution time escalations for the month of September when the report was executed on October 5th. Again when we ran the same report on October 10th the escalations are 5. What could be the reason? Please help. Thanks and Regards, Lokesh

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Clever OTRS =)
by Gazizov Andrey 04 Jan '10

04 Jan '10

Happy New Year dear OTRS users ;-) Under the end of the year I have a following task - it would be great for me that otrs create ticket only in that case if it satisfies to following points: - responsible - theme - freetext fields etc.. I.e. until user will not correctly specify a theme of the ticket or responsible ticket it is not created. It's possible in OTRS? Thanks in advance. -- Best regards, Andrey Gazizov ReTN

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Add two fields in Reply Screen
by Amit Sharma 01 Jan '10

01 Jan '10

Hi, Please help me add 2 more fields like 1. Manhours 2. Shift in the ticket reply screen (screen where agent replies to a ticket). I am aware that we can use FreeText for that. But how? regards, amit The INTERNET now has a personality. YOURS! See your Yahoo! Homepage. http://in.yahoo.com/

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Removing E-mail ticket, renaming Phone Ticket.
by Gerrit Tamboer 01 Jan '10

01 Jan '10

Hey Guys, In our situation E-mail ticket and Phone ticket arent used the way they should. This is what I want: I want to remove the option E-mail Ticket (in the ticketview) And rename the option Phone Ticket to New Ticket Is this possible from the SysConfig interface? Regards, Gerrit

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"Panic! No UserData!!!" after deleting all my test tickets
by Justin Holt 30 Dec '09

30 Dec '09

Hi all, After doing substantial testing with OTRS my boss finally cleared it to go live in our system. I followed advice from a different email thread about using Generic Agent to delete tickets and it seems to have worked. But now, customers can not authenticate over LDAP (AD 2003) any longer. Agents can log in just fine on the other hand. To delete the tickets, all I selected the queues that I had set up, and then selected "Delete Tickets". I know LDAP sync was working before and I have not changed my config.pm. Any advice? Thanks, Justin Holt Town of Vernon, CT IT Intern

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Re: [otrs] Some newby questions
by Gerrit Tamboer 30 Dec '09

30 Dec '09

Hi David, Thanks for your answer, Could you also tell me what events triggers a ticket to get locked? Regards, G. From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of David Holder Sent: woensdag 30 december 2009 16:51 To: User questions and discussions about OTRS. Subject: Re: [otrs] Some newby questions Hi G. My interpretation and implementation of locks: Locking tickets implies that an agent has taken ownership of that issue. This prevents two agents from working on the same issue and therefore avoid wasted time. I've also got an event based notification when this happens to inform the customer who is dealing with their issue, so they know who to contact directly. As for number two I haven't dealt with escalation much, im sure someone else will chip in though. Regards, David On Wed, Dec 30, 2009 at 3:34 PM, Gerrit Tamboer <gerrit(a)halma.nl> wrote: Hey Guys, I have 2 newby questions. 1. What the use of locking tickets? When will a ticket be locked, and what is the benefit of this? 2. I have a ticket that is about to escalate because I didnt reply within the estimated time, but I dont have a reply yet, so I set it on pending reminder for 24 hours. Why is it still escalating?....... Thanks in advance! Regards - G --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

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Some newby questions
by Gerrit Tamboer 30 Dec '09

30 Dec '09

Hey Guys, I have 2 newby questions. 1. What the use of locking tickets? When will a ticket be locked, and what is the benefit of this? 2. I have a ticket that is about to escalate because I didnt reply within the estimated time, but I dont have a reply yet, so I set it on pending reminder for 24 hours. Why is it still escalating?....... Thanks in advance! Regards - G

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Urgent problem.. Please help.
by Sarper SARIDAL 30 Dec '09

30 Dec '09

Hi , I have an urgent issue.. When we click an open ticket to assign the responsible it goes directly to the add note window. When we click the close ticket button it goes to the add note window too. It was working fine for the past 6 months. Suddenly this issue happened. We haven't changed anything in the configuration. Probably it's not reading some kind of configuration or there is a mismatch somewhere.. This is really urgent.. Thanks a lot... Happy new year to all of you. Regards, Sarper

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