May 2009 - otrs - OTRS mailing lists

how to stop converting incoming messages?
by Ivars Strazdiņš 26 May '09

26 May '09

Hi OTRS users, how do stop OTRS from trying to convert incoming e-mail messages from utf-8 to other character set (iso-8859-1)? I am receiving administrator notifications like this: Charset encode 'utf8' -=> 'iso-8859-1' (New Ticket [2009052610000014/Dati ar zvaigzni] created (TicketID=9,Queue=incoming,Priority=3 normal,State=new)) not supported! Charset encode 'utf8' -=> 'iso-8859-1' (Sent email to '"HELP" <***(a)***.com>' from 'customer <***(a)***.com>'. HistoryType => SendAutoReply, Subject => [Ticket#2009052610000014] Dati ar zvaigznÄ«ti;) not supported! Thanks for your time, Ivars

2 2

disable customer panel
by Marius Schrecker 26 May '09

26 May '09

Hi, We want to phase in the use of OTRS, starting by registering all requests manually ourselves. During this initial phase, we don't want to allow customers to create their own tickets using the GUI, whilst we do want to be able to continue tweaking, and configuring the system for customer use later. Where can I disable it, whilst still allowing me to configure it (and turn it back on occasionally, for testing). I'm hoping this can be done somewhere within sysconfig. Cheers! Marius

2 1

Dynamic note for close ticket notification ?
by aman 26 May '09

26 May '09

hi, i am new to otrs (otrs 2.3.4 on a centos 5.2.) our requirement is when a agent close the ticket, notification should be sent to the sender of the ticket(Customer) & the notification should be the note that was written while closing the ticket. close ticket notification with predefined static note(*** THIS IS JUST A NOTE *** The state of your ticket...............) is working fine. but what about the dynamic note, any configuration changes. thanks in advance, -- regards: Amanpreet Singh

2 1

show all tickets to the agents.
by aman 25 May '09

25 May '09

hi, i am new to otrs (otrs 2.3.4 on a centos 5.2.) the problem is when a owner is assigned to a ticket,the ticket get locked, by default it is not visible to all the agents, but when owner unlocked this ticket,then this ticket become visible to all the agents, but our requirement is by default all ticket should be visible to all the agents, any configuration changes !! help will be really appreciated. -- regards: Aman

2 1

notification to sender of ticket, if his ticket was closed.
by aman 25 May '09

25 May '09

hi, i am new to otrs, using otrs 2.3.4 on a centos 5.2. our requirement is when a agent close the ticket, notification should be sent to the sender of the ticket(Customer). I think it should be automatic but it is not working.any configuration changes. help, -- regards: Aman

2 1

Editing ticket body
by Afshar Mohebbi 25 May '09

25 May '09

Hi, Why body of a new ticket is not editable just after creation? There maybe a mis-spelling or any other text that customer or agents want to correct. Afshar Mohebbi

2 3

Custom "new ticket" information mails
by Ulrich Gøhns 25 May '09

25 May '09

Hello, We want to change the en::Agent::NewTicket notification so it looks something like this: -- #Name: <OTRS_CUSTOMER_DATA_UserFirstname> <OTRS_CUSTOMER_DATA_UserLastname> #E-Mail: <OTRS_CUSTOMER_DATA_Email> #Phonenumber: <OTRS_CUSTOMER_DATA_Phone> Wrote a new ticket to "<OTRS_TICKET_Queue>": <snip> <OTRS_CUSTOMER_EMAIL[30]> <snip> <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>index.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_TicketID> Your OTRS Notification Master -- We use Active Directory (AD) as backend. Email and Phonenumber ends up being a "-", but in ticketzooms the phonenumber is there. Is it possible at all to get AD data in the NewTicket notification? Or am I just using the wrong tags? Regards, Ulrich

1 0

Re: [otrs] marking tickets for bulk action
by Michiel Beijen 25 May '09

25 May '09

Marius, It really is a beta. There are still quite a few bugs open in bugzilla against 2.4. Also, the ITSM package you are now using is designeds for the 2.3.x framework and does not run on 2.4. So i'd recommend you just start using 2.3.4 and then upgrade to 2.4 when the stable version is released. If you have time and resources available to set up a testing environment for 2.4beta and would file bug reports, that would be great! Michiel Beijen Software Consultant +31 6 457 42 418 Bee Free IT + http://beefreeit.nl On May 22, 2009 2:47 PM, "Marius Schrecker" <marius(a)kadme.com> wrote: Thanks Michiel, Then I look forward to 2.4 :-) OTRS seems very exciting, and there's lots to learn before we start to use it in production, hopefully in a few days. How "Beta" is 2.4 Beta. Do you consider it stable enough to be used in a small production system, or would you definitely recommend that we stick to 2.3.4 for the moment? I have enabled most of the ITSM modules, although we will begin by only using the ITSMIncidentProblemManagement package. Cheers! Marius Michiel Beijen wrote: > > > Hi Marius, > > This is actually a feature that is implemented in 2.4 > (which is still in beta): >... > http://dl.getdropbox.com/u/222532/otrs_2_4_beta2_search_bulk_select.png > > > > Also please look at the checkbox next to the "Bulk Action"button. You > can use this to select al... > > > On Fri, May 22, 2009 at 11:59, Marius Schrecker <marius(a)kadme.com<mailto: > marius(a)kadme.com>> wrote... > ------------------------------------------------------------------------ > > > > --------------------------------------------------------------------- > > OTRS mailing list: otrs... > --------------------------------------------------------------------- OTRS mailing list: otrs - We...

3 2

help needed
by fahad noor 23 May '09

23 May '09

Hi all, I am newbie to otrs. I setup few new emails and was trying to figure out how it works in win32 platform. I have setup ticket notification system. But when I check email, there is no notification. I don't know what is going on. I have setup SMTP(sysconfig-->code::sendmail). I have put all things like host, login and password. I don't what is the fault. Can anyone help me out. Thanx Fahad

4 3

Does SysConfig use config.pm for saving data?
by Afshar Mohebbi 23 May '09

23 May '09

Hi all, Does SysConfig use config.pm for saving data or use database? Afshar Mohebbi

2 2