February 2009 - otrs - OTRS mailing lists

more ticket states
by Operacion Control 04 Feb '09

04 Feb '09

Hello again, Is there a way to define any other states, like "Standby" or "Cancelled"? Thanks in advance Carlos México

1 0

math operations using Free Text fields
by Operacion Control 04 Feb '09

04 Feb '09

Hello, Is there any way to use Free Text (Ticket/Article) to math operations, something as add its value to get a total (perhaps to manage a budget)? Thanks in advance Carlos México

1 0

Several user agents
by Operacion Control 04 Feb '09

04 Feb '09

Hello, Some tickets must be solved with several user agents everyone of theme at its time. The workflow are well know, so, Is there a way to define the user agents will participate solving the ticket and the workflow? Is there a way to automaticaly assign the next user agent based on the workflow? Thanks in advance Carlos,

1 0

Upgrade steps from 2.3.2 to 2.3.4?
by Mik Rose 04 Feb '09

04 Feb '09

Hi there, I see that there are upgrade instructions fro 2.2* to 2.3* but what about 2.3.2 to 2.3.4 Are there any special considerations. I would assume that it wouldn't be a simple as dragging the new folder in there since I would loose config settings and the likes. Mik

5 5

Internal links in FAQ articles
by Laurent Minost 04 Feb '09

04 Feb '09

Hi, Using FAQ module 1.5.4 here on OTRS 2.3.4 and wondering how to simply manage internal links to others FAQ articles ? Is there a way to integrate a link so this one will be usable for agents AND customers ? The best would be a relative link with the same query parameters for Agent or Customers and a common script ... because at the moment we need to provide a link different for customers access than the one used for agents when writing articles ... Thanks by advance for your answers. Laurent MINOST

2 2

Usable notificaytion options
by Frans Stekelenburg 04 Feb '09

04 Feb '09

Hi- one for the FAQ (or a pointer to the FAQ# if I overlooked it): Someone in the passed asked 'what tokens/options can I use in a message body' to which someone else replied 'they are all mentioned under options below'. True... but not all options mentioned seem valid or some are missing. OTRS code needs update? And more specific, how can I determine what options are valid for the the *'s? Where can I find this? Or instance, mentioned under Notifications is: <OTRS_RESPONSIBLE_*> Ticket responsible options (e. g. <OTRS_RESPONSIBLE_UserFirstname>). What else besides UserFirstname can be used, and where to find these attributes? greetings, Frans

2 2

Bulk emptying of a queue
by Stephen Hawkins 03 Feb '09

03 Feb '09

otrs, I an new to otrs having inherited it. I have a queue that has nearly 2000 items in it. Without individually marking each one as "selected for Bulk", is there anyway to easily close, or delete them all. Thanks, Steve -- Steve Hawkins Technical Support Engineer -- Palisade Systems, Inc 2625 N. Loop Drive, Suite 2120 - Ames IA, 50010 USA Email: support(a)palisadesys.com - Web: http://www.palisadesys.com/ Phone: 1(888) 325-6500 --

2 1

Unable to install FAQ module
by Peter Dyke 03 Feb '09

03 Feb '09

1 0

Agents not receiving 'webrequest-tickets'
by Bob Huisman 03 Feb '09

03 Feb '09

Hello, We've recently configured our existing otrs installation to allow our clients to log in and open/close tickets (from the customer.pl page). However, when such a ticket is opened, an agent does not receive a notification. This is what we've done: - create a new group, let's call it 'customer group' - create a new queue named 'customer tickets', with said group - create a new role, 'customers' - set the 'customers' role to have 'rw' access to the 'customer group' When a customer user logs into the web interface, the group now shows up and a new ticket can be created. If a ticket is opened or closed, the customer user will receive a notification. An agent with access to that queue, can see the ticket in the agent web interface, but does not receive new ticket notifications (the queue is also in 'My Queues'). Agents do receive new ticket notifications if a ticket was picked up from a mailbox by PostmasterPOP3.pl. What can we do to solve this issue? We are using OTRS version 2.1.6 (upgrading is an option, but I'd much rather stick to this version for now - planning issue). Thanks very much in advance. Kind regards, Bob Huisman FilterWorks B.V.

1 1

Free text fields: show contents instead of keys in AgentTicketZoom.dtl...
by Alexander Sulzer 03 Feb '09

03 Feb '09

Hello OTRS list I'd like to readdress http://osdir.com/ml/otrs.devel/2007-06/msg00011.html. In view "AgentTicketZoom" which is based on template file "AgentTicketZoom.dtl" when displaying free text fields what is displayed are the keys and not the contents. This is the case for free text field names as well as for free text field values. Is this intentional and if yes, what is the reasoning behind this setting? For the sake of usability I need to display contents instead of keys. A workaround would consist of setting the keys to the identical string values as their corresponding contents, but that would undermine in general the key-content-philosophy. I need separate key and content values due to the conceptual integration of OTRS within our system environment. Displaying contents instead of keys does not seem to be problematic in views Action=AdminSysConfig (AdminSysConfig.dtl) and Action=AgentTicketFreeText (AgentTicketFreeText.dtl) as well as in view Action=AgentTicketSearch (AgentTicketSearch.dtl). That's why I tried to use that syntax for displaying contents in AgentTicketZoom.dtl. However that doesn't work, which is probably due to functional setup differences between those .dtls. So my question is: where do I find instructions about displaying any data element in any location within any .dtl? Is it necessary to include certain classes for specific purposes in certain .dtls? What is also interesting is the fact that the content values for free text fields are not stored in the DB but in a file called /Kernel/Config/Files/ZZZAuto.pm. What is the reason for that setup? Thanks in advance for your explanations! Regards Lex

1 0