March 2009 - otrs - OTRS mailing lists

Tickets raised in customer view
by Caspar Kennerdale 05 Mar '09

05 Mar '09

Hello All tickets raised in the customer view all have the owver root@localhost Should this not be the customer who has raised the ticket? ------------------------------------------------------------------------------------------ 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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NewTicket notifications and FAQ approval
by Laurent Minost 05 Mar '09

05 Mar '09

Hi, I've just configured FAQ approval new functionnality and I'm facing a first problem : when a new FAQ article is added, a new ticket is generated by the system into the configured FAQ_Approval queue requesting approval of the FAQ article BUT there is no NewTicket notification sent to agents even with queue selected in MyQueues and New Ticket notifications set to yes for Agent preferences ?? Why ? Thanks for your answer. Laurent MINOST

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How to remove new ticket icon from customer interface
by Fabien LASBATS 05 Mar '09

05 Mar '09

Hello, I would like to remove to possibility for customer to create tickets from their interface. Is it possible to remove the "New ticket" button by modifying html or by an other way ? Regards, Fabien LASBATS

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Format of "Age" in Customer Tickets to display only number of days
by bis 05 Mar '09

05 Mar '09

Hello how do I edit the format of the "Age" field in Customer tickets so it only displays the number of days (rather than hours, minutes,etc.) ? Eg: at the moment the "Age" of a ticket shows "8 days 18 hours 24 minutes" - I want it to show "8 days". Thanks a lot Bis

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Tickets going to Closed state after emailing customer - after update to 2.3
by Graham Fleming 05 Mar '09

05 Mar '09

Hello, I have a problem where we updated from 2.0.4 to 2.3 and now, whenever we send an email to a customer, the ticket is by default put into our "Closed - Successful" state whereas in 2.0.4 an empty email would be default put the ticket in "Client - Pending" state and keep the ticket open. How can we change this behavior? Thank you! Graham

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email flows between agents and customers
by magicboiz 04 Mar '09

04 Mar '09

Hi all I'm new to OTRS and I'm have a problem with the setup I think. I want to setup OTRS so every email/conversation between customers and agents(always using their outlook, not the web interfaces) get recorded into the ORTS. i.e: Customer reports a problem via email -> OTRS OTRS assings this new ticket to an agent -> OTRS sends email to agent agent answer to customer using email -> OTRS -> customer customer answers agent via email -> OTRS - > agent and so on.... When I worked with RT, I remember this setup was possible..... is it in ORTS? thx

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Help Restore the "My Tickets" Button after Update to 2.3
by Graham Fleming 04 Mar '09

04 Mar '09

Hi All! We recently just updated from 2.0.4 to the latest 2.3 version. Our previous admin had created a customized NavBar button called "My Tickets" which would essentially display the currently logged in agent's open tickets. (It seems he edited the NavBarLockedTickets.pm file to add this functionality.) However, after the update that button is now gone. We have tried to add the relevant bits to the NavBarLockedTickets.pm file and the button has returned. However, the results are not accurate. For instance one agent only sees one old, closed ticket displayed (when he actually has about 20 open tickets). Any help on this would be great. Thanks! Essentially, we would like to have a NavBarButton called My Tickets that displays the agent's open tickets. Graham Fleming Graham Fleming Network Specialist Boardwalk Communications 250.382.4880 ext. 2522

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Notifications on Ticket Age with working hours considered
by Laurent Minost 04 Mar '09

04 Mar '09

Hi, We would like to send notifications to specific people based on the Ticket creation date. To explain a bit more our need, I will take an example : * Our working hours are Monday to Friday 9am-6pm. * a new ticket is created on Friday 5pm. 1 - if nothing was done on the ticket, we would like to notify one people 3 *working* hours after the ticket was created, so in this example it would be on next Monday 11am. 2 - if still no action was done on the ticket 6 *working* hours after the ticket was created we would like to notify another people, so in this example it would be on next Monday 14am. 3 - if still no action was done on the ticket 12 *working* hours after the ticket was created we would like to notify another different people, so in this example it would be on next Tuesday 11am. I think such a behaviour could be configured through Generic Agent but not sure if every parameters could be configured (main problem for the moment is to take working/non working hours in consideration like OTRS default escalation is doing it based on Calendars). This is a different behaviour than the original OTRS one with escalation because OTRS default escalation seems to only notify ticket owner or default owner if ticket is not yet locked and it seems to defaultly lock Queue view to avoid agents to do things on other ticket than the one concerned but it does not seem to fulfill our needs. Anyone who have informations, advises, answers on this problem is welcome :) Thanks by advance, Laurent MINOST

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Re: [otrs] Ticket subject length
by Ulrich Gøhns 04 Mar '09

04 Mar '09

Thank you very much. Med venlig hilsen / Best regards Ulrich ________________________________ Fra: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] På vegne af Frans Stekelenburg Sendt: 3. marts 2009 20:52 Til: User questions and discussions about OTRS. Emne: Re: [otrs] Ticket subject length Ulrich, Notifications, as shown in your example, are defined through 'Admin' - 'Notification'. There for example the English template "en::Agent::NewTicket" has as Subject: 'New ticket notification! (<OTRS_CUSTOMER_SUBJECT[24]>) '. Obviously by changing 24 to a higher value you would see more. The value is limited by sysconfig option Ticket::SubjectSize (default 100) For auto response to a customer, you will need to adjust the Subject field of the appropriate Auto Response template, under 'Admin' - 'Auto Responses'. KR, Frans From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Ulrich Gøhns Sent: dinsdag 3 maart 2009 15:08 To: otrs(a)otrs.org Subject: [otrs] Ticket subject length Hello, Is it possible to change the length of the ticket subject sent in mails? Example: "I am trying to print out, but the printer does not work" it gets "cut off" to "[SR#0000000] New ticket notification! (I am trying to print out [...])" I found an old thread with the same question: http://lists.otrs.org/pipermail/otrs/2004-March/003999.html, but I can't find the files mentioned in one of the replies. Probably an old version of OTRS. The thread is from 2004. Med venlig hilsen / Best regards Ulrich Gøhns

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Available tickets and acticle actions
by Arlene Wu 04 Mar '09

04 Mar '09

Hi, I have two confusing questions: 1. Some acticles could be printed, forwarded, bounced and split, but some could only be printed, forwarded and split. What kind of acticles does not have the bounce option? 2. We have 5000 tickets in Junk quene, but only 1200 of them are available, why? Can we set the available value? Thanks, Arlene

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