February 2009 - otrs - OTRS mailing lists

Queue Selection in Customer Search
by Marco Vannini 06 Mar '09

06 Mar '09

Hi all, It is possible to let customer have Queue selection in their search panel ? Tx MV

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Installing OTRS on Windows Vista manual
by Afshar Mohebbi 28 Feb '09

28 Feb '09

Dear OTRS lovers! I have prepared a detailed instruction about Installing OTRS and Perl on Windows Vista and have put it in my blog. There is also a PDF version available. This manual is written in Persian (Farsi) but I can produce an English version if anyone needs. Weblog address: http://afsharm.blogspot.com/2009/02/otrs.html Cheers, Afshar Mohebbi

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Time Units Field
by Caspar Kennerdale 27 Feb '09

27 Feb '09

Hello When you close a ticket there is a field called 'Time Units' - does this appear on the reporting anywhere? The reports in 'Stats' seem to deal with total time of tickets - i.e when they arrive and when they are closed - but this is slightly less relevant to us as we want to see how long it takes to do particular pieces of work Caspar Kennerdale ------------------------------------------------------------------------------------------ This email is from Centaur Media plc. 50 Poland Street, LONDON. W1F 7AX, Registered in England & Wales No. 4948078. The email and any attachments are confidential and may contain privileged information, and are intended for the named addressee(s) only. If you are not the intended recipient, please notify us immediately and do not disclose, distribute, or retain this email or any part of it. While we have checked this e-mail and any attachments for viruses, we do not warrant that they are virus-free. You must therefore take full responsibility for virus checking. Centaur Media plc. and its subsidiaries reserve the right to monitor all email communications through their networks in line with the Lawful Business Practice Regulations, 2000.

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Display Phonenumber in customer info
by Serge 27 Feb '09

27 Feb '09

Hello, we use for customer: LDAP authentification. We have in Map Config.pm [..] [ 'UserPhone','Phone','telephoneNumber', 1, 0, 'var', '', 0 ], [...] telephoneNumber exist in our LDAP. What must we do (in Sysconfig ?) to have the phonenumber of the customer in "Customer info" display ? [...] Customer Info: Firstname: Marc Lastname: Bernacki Username: bernacki Email: Marc.Bernacki(a)xxxx.xxxx Phone: XXXXXXXX <<<< we would like this line [...] We search in Sysconfig and Config.pm but we didn't find, thank for your help

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changing the new ticket form in customer interface depending on the ticket type
by Anton Gubar'kov 27 Feb '09

27 Feb '09

Hello, colleagues, I'd like to change the form used to create a ticket by the customer depending on the ticket type chosen. I noticed that the form refreshes each time the ticket type is changed. can somebody point me in the right direction to search? Later I goona have the similar task for agent (phone ticket, priority update). I tried to google but could find no useful information. Regards, Anton.

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OTRS Development Community - is there one?
by ml＠bortal.de 27 Feb '09

27 Feb '09

Hello List, i am trying to add some features to OTRS since a few days. Since i am new to OTRS i am having a hard time going through the code. However, i almost did it and need some help. The dev(a)otrs.org Mailing List seems to be pretty dead. Where can i go with questions regarding to the otrs source code? I would maybe also like some to review the code so that i can commit it to the community. This is about adding a manditory customer field to a few pages. Cheers, Mario

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Mail tickets gets wrong type
by Ulrich Gøhns 27 Feb '09

27 Feb '09

Hello, We got 3 types enabled: Incident, Service Request and Problem. Default and all the other types are disabled. If a user creates a ticket from the customer page the ticket gets one of the 3 valid types. If a user sends a mail to create a ticket it gets the type "default". The "default" type is set to be "invalid" in our setup. Is it possible to set all mails as a specific type when the system "receives" the mail and creates the ticket? Fx. all mails should be set to "incidents" or whatever type would like it to be. We are running OTRS 2.2.5 - I don't know if a newer version of OTRS would change this? Med venlig hilsen / Best regards Ulrich Gøhns

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Re: [otrs] hiding subject field
by Maurício Ramos 26 Feb '09

26 Feb '09

List, We were able to workaround this issue by altering the file CustomerTicketZoom.dtl. On block "" we changed this following line... <input type="text" name="Subject" value="$QData{"Subject"}" size="70"/> ... by this ... <input type="hidden" name="Subject" value="$QData{"Title"}" size="70"/> Hope this can help someone sometime! From: Maurício Ramos Sent: quinta-feira, 26 de fevereiro de 2009 10:08 To: 'otrs(a)otrs.org' Subject: hiding subject field Hello list, We are configuring OTRS 2.3.4 and in the customer´s page, when clicked one of the user´s tickets, another view shows the details and messages exchanged regarding that ticket. On the bottom of the page, there are 2 fields, one for the subject and another for entering a text. What we want to do is to hide or disable the subject field in order to avoid changing of the subject after the ticket creation. Searched on the net, manuals and SYSCONFIG but could not find something on this yet. Is it possible? How it can be done? Thanks you all in advance. Mauricio.

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stats module
by Caspar Kennerdale 26 Feb '09

26 Feb '09

Hello Are the stats module as referred to in the manual and the package ITSMStats one and the same thing, and I have installed latter but cannot see it anywhere - not in groups or the database - yet my package manager says it is installed. I cannot see any reference to any other stats module - unless I am missing something I have looked on http://ftp.otrs.org/ Thanks Caspar ------------------------------------------------------------------------------------------ This email is from Centaur Media plc. 50 Poland Street, LONDON. W1F 7AX, Registered in England & Wales No. 4948078. The email and any attachments are confidential and may contain privileged information, and are intended for the named addressee(s) only. If you are not the intended recipient, please notify us immediately and do not disclose, distribute, or retain this email or any part of it. While we have checked this e-mail and any attachments for viruses, we do not warrant that they are virus-free. You must therefore take full responsibility for virus checking. Centaur Media plc. and its subsidiaries reserve the right to monitor all email communications through their networks in line with the Lawful Business Practice Regulations, 2000.

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Actual tags list
by Maurício Ramos 26 Feb '09

26 Feb '09

List, In FAQ there are 2 links listing possible tags... http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=186 http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=70 ... but both seem to be out of date. Some tags we are trying to use to format notifications are being translated just as "-". For example: (Configured in "Notifications", and here, we tried some variation of tag names that maybe does not exist, but many are documented. Also tried not to inform the length of text to print - the information between brackets): Teste Mauricio: 1) <OTRS_OWNER_Body[100]> 2) <OTRS_OWNER_UserComment[100]> 3) <OTRS_RESPONSIBLE_Body[100]> 4) <OTRS_RESPONSIBLE_UserComment[100]> 5) <OTRS_CUSTOMER_Body[100]> 6) <OTRS_CUSTOMER_UserComment[100]> 7) <OTRS_TICKET_Created> 8) <OTRS_TICKET_Changed> 9) <OTRS_TICKET_Body[100]> (Presented in the notification received through email or customer´s web page. Just tag <OTRS_TICKET_Created> is being displayed): Teste Mauricio: 1) - 2) - 3) - 4) - 5) - 6) - 7) 2009-02-26 13:39:26 8) - 9) - When we close a ticket, we want, in the automatic notification sent to the customer, that the date/time of the action and the text that the agent wrote appear in it. Can you point to an actual list of tags or how to implement these customizations, if possible? Thanks you all in advance.

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