August 2009 - otrs - OTRS mailing lists

How to change skin / theme for all agents and customer-user?
by MMoj＠timocom.com 27 Aug '09

27 Aug '09

Hi, I want to know if there is a possibility to change the default skin / theme for all existin agents (users) and customer-users? The skin / theme has been modified and saved under a different name. Now I want to apply the skin / theme to all agents (users) and customer-users at once .... :) Mit freundlichen Grüßen / Kind regards Markus Moj Technik TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: MMoj(a)TimoCom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489

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Repeatedly getting escalation notifications
by Frito Lay 27 Aug '09

27 Aug '09

In OTRS 2.4.2 we are constantly getting escalation notifications. This is the relevant entry in GenericAgent.pm: %Jobs = ( 'send escalation notifications' => { # Escalation => 1, TicketEscalationTimeOlderMinutes => -60, Locks => ['unlock'], States => ['new', 'open'], # new ticket properties New => { # Module => 'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue', # notify all agents who have rw permissions on the ticket Module => 'Kernel::System::GenericAgent::NotifyAgentGroupWithWritePermission', }, }, ); As you can see, I'm using NotifyAgentGroupWithWritePermission.pm instead of NotifyAgentGroupOfCustomQueue.pm. AFAIK this same configuration used to work with 2.3.4.

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Phone tickets
by Glossop, Andrew 27 Aug '09

27 Aug '09

Is it possible to configure phone tickets so that you don't need to enter anything in the From field? I want to record support calls, so we can do some stats, but often it's not necessary to put user details in. In fact most times the user will not be setup in OTRS anyway. At the moment I have a user called "Phone", but I still need to type "phone" into the from field. Ideally I'd like a one-click button on the toolbar area. Since dashboard was created we have to click Ticket, Click Phone-Ticket, then enter "phone", select the To queue. Quite a few clicks while you are on the phone and trying to concentrate on the customer's explanation of a problem. What do other people do with logging support calls from non-OTRS customers? Kind Regards, Andrew Glossop

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SOAP API - ticketsearch
by Partington, Eric 27 Aug '09

27 Aug '09

Has anyone used the soap API to search for tickets? I am attempting to use this method to search for tickets in my otrs system (2.3.4) and I am having trouble determining what the minimum search requirements are. Here is my search request, please let me know if there are items that I am missing as I always return no items found from the query. my @TicketID = $RPC->Dispatch($user, $passwd, 'TicketObject','TicketSearch', Result => 'ARRAY', Limit => 100, StateType => 'Open', Queues => ['Raw'], TicketNumber => '2009082142%', ); print "RPC: Searching ticket and found ticketID: ".scalar(@TicketID)."\n"; Eric Partington | Security Monitoring and Compliance | Royal Bank of Canada |T: 416-348-4429 _______________________________________________________________________ This e-mail may be privileged and/or confidential, and the sender does not waive any related rights and obligations. Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized. If you received this e-mail in error, please advise me (by return e-mail or otherwise) immediately. Ce courrier électronique est confidentiel et protégé. L'expéditeur ne renonce pas aux droits et obligations qui s'y rapportent. Toute diffusion, utilisation ou copie de ce message ou des renseignements qu'il contient par une personne autre que le (les) destinataire(s) désigné(s) est interdite. Si vous recevez ce courrier électronique par erreur, veuillez m'en aviser immédiatement, par retour de courrier électronique ou par un autre moyen.

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Re: [otrs] Creating own skin
by MMoj＠timocom.com 27 Aug '09

27 Aug '09

Create a new Dir. Copy the *.dtl Files you want to change into that dir. Change the things you want. To paste it into your database just login in to your mysql server and then do the following. use otrs; INSERT INTO theme; (id, theme, valid_id, create_time, create_by, change_time, change_by) VALUES (3, 'Theme Name', 1, current_timestamp, 1, current_timestamp, 1) Have fun ;) Mit freundlichen Grüßen / Kind regards Markus Moj Technik TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: MMoj(a)TimoCom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 From: "Felix Kratzer" <felix.kratzer(a)brandmaker.com> To: "'User questions and discussions about OTRS.'" <otrs(a)otrs.org> Date: 27.08.2009 09:40 Subject: [otrs] Creating own skin Sent by: otrs-bounces(a)otrs.org Hi everybody, I am thinking about changing things on different templates of the system. Now I actually do not want to make/test those on the running skin of the users. So I came up with the idea of cloning the default skin into a dev skin and then change only the dev skin (and use it for my personal settings) Unfortunately I did not find a doc on what I need to do to create a own skin. Any hints? Has anybody done that before? Or is it actually as easy as cloning the “Kernel/Output/HTML/Standard” dir? Felix --------------------------------------------------------------------- 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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Re: [otrs] Creating own skin
by Felix Kratzer 27 Aug '09

27 Aug '09

Hmmm Stupid me. I only checked the developer manual. But it is in the admin manual at http://doc.otrs.org/2.4/en/html/c2031.html SORRY Felix Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Felix Kratzer Gesendet: Donnerstag, 27. August 2009 09:39 An: 'User questions and discussions about OTRS.' Betreff: [otrs] Creating own skin Hi everybody, I am thinking about changing things on different templates of the system. Now I actually do not want to make/test those on the running skin of the users. So I came up with the idea of cloning the default skin into a dev skin and then change only the dev skin (and use it for my personal settings) Unfortunately I did not find a doc on what I need to do to create a own skin. Any hints? Has anybody done that before? Or is it actually as easy as cloning the "Kernel/Output/HTML/Standard" dir? Felix

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Creating own skin
by Felix Kratzer 27 Aug '09

27 Aug '09

Hi everybody, I am thinking about changing things on different templates of the system. Now I actually do not want to make/test those on the running skin of the users. So I came up with the idea of cloning the default skin into a dev skin and then change only the dev skin (and use it for my personal settings) Unfortunately I did not find a doc on what I need to do to create a own skin. Any hints? Has anybody done that before? Or is it actually as easy as cloning the "Kernel/Output/HTML/Standard" dir? Felix

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sometimes no new ticket created + wrond id in autoresponder
by Albert Scholl 27 Aug '09

27 Aug '09

Hello, during the last weeks we had several calls from customers asking for the state of their calls (wo don't use the customer web-interface). The ticket-id's they gave as pointed to older closed tickets from other customers. They got the id's from the auto-responders which look like any other responder - correct body and correct subject - except the ticket-id, which is wrong. We could not find the messages the customers send us - not in the ticket which id was send to them in the auto-responder nor in any other ticket. Additionally where is no entry from the ticket creation in the logfile, where every created ticket causes an entry. When the customer then send his e-mail again, an new ticket is created as it should. We are using otrs v.2.3.4 on debian with db2 v.9.1.0.6. Does anyone have the same problem and an solution how to solve it? Would the newest OTRS-Release fix the problem? Thanks, Albert Scholl PS: Sorry for my bad english, it's not my native language :)

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emailed tickets not being tied to user
by Alan McKay 27 Aug '09

27 Aug '09

Hey folks, I am doing a "live customer trial" on my system by having a user this morning submit their request to IT into OTRS via email. I already have a user ID set up for that user, with their email address configured. And the email address on the incoming request is the same address. And the ticket got created properly and so forth, but it does not appear to have been created as being from her account. There is a "ghost" account (for lack of a better name) with the same email address. Recall that my users are all "Users" at that point and there are no "Customer Users" She goes into the web interface and does not see any ticket submitted by her. I go into ticket search and search "submitted by" and select her, but the ticket does not come up. Have I got something misconfigured? Or is this by design? Is there some way to make the system recognise that the email is from an address that is in the database, and is therefore from that user? thanks, -Alan -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

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Re: [otrs] Rehost an OTRS (Marco Vannini)
by Andre 26 Aug '09

26 Aug '09

Marco, you resolve my issue. (Y) Regards, -- André

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