August 2009 - otrs - OTRS mailing lists

Re: [otrs] Adding Queue Name to 2.4 dashboard
by Alexander Halle 21 Aug '09

21 Aug '09

Felix Kratzer wrote : > Is there a list of params that are supported by QData()? Hi Felix, I don't know of a complete list, but chapter 8 of the developer manual on doc.otrs.org could be of help. > I'm trying to guess the right parameter for "user who is having the ticket > currently"... I would try $QData{"Owner"} . Regards Alexander Halle -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de

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Re: [otrs] OTRS 2.4.3
by Richard Stockton 21 Aug '09

21 Aug '09

Hi Martin, My Question: >> 3. There used to be a line at the top of each queue display: >> "Tickets shown: 1-6 - Page: 1 - Tickets available: 6 - All tickets: 8" >> The "8" above was a link that opened ALL tickets, locked or not, in >> that queue. Is there a way to re-enable that in 2.4.3? Or am I stuck >> with the "StatusView" mechanism to see locked tickets? It is not as >> easy to find what you want using that. >> >> Workaround: Use StatusView when needed. Martin's Response: > That's true. This feature got dropped/lost with new queue overviews. > Just to get more detailed impression to me. On what workflow did you > use this feature? If tickets are locked for any reason, it is helpful for our administrators to be able to see exactly who is working a ticket at any time. But we don't want to see the locked tickets all the time, just on demand. Since we have 20 or so queues, the StatusView is not very helpful in this regard. By the way, thanks very much for your previous answers, they have been very helpful. OTRS has been an excellent tool for us, and we do appreciate all the hard work that has gone into it. - Richard

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Getting customer data for use in script
by Lars Lindgård 21 Aug '09

21 Aug '09

Hi Is it possible to get the values of the various data-fields on the "Customer User Management" page and use them in an vbscript? I'm thinking of adding a button to the page to run various maintenance routines on our AD users. Lars CONFIDENTIALITY: This e-mail and any attachments are confidential and may be privileged. If you are not a named recipient, please notify the sender immediately and do not disclose the contents to another person, use it for any purpose or store or copy the information in any medium.

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Re: [otrs] OTRS 2.4.3
by Shawn Beasley 21 Aug '09

21 Aug '09

Hi, On 21.08.2009, at 15:08, Christian Meier | Medienzentrum wrote: > > For us the workflow is as follows: > - a ticket was worked by agent A and agent B watched the ticket > - agent A closes the ticket and agent B unsubscribes > - the ticket gets a follow-up message > => re-opened and locked by agent A > - agent B has no chance to get an info about the follow-up message > => no take over by agent B is possible (if agent A is unavailable for > instance) > > If the locked tickets are shown in queue view I as a dispatcher can > assign > the ticket to an other agent. If the user has subscribed to the queue, has preferred to receive an e- mail about follow-ups on subscribed queues, and the ticket is unlocked which receives a follow-up, then Agent-B will be notified. -- Shawn Beasley Senior Support Engineer ((otrs)) :: OTRS AG :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003 240 97505 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstand: André Mindermann (Vorsitzender), Martin Edenhofer NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/

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OTRS 2.4.3
by Richard Stockton 21 Aug '09

21 Aug '09

OS: RedHat Linux 5.3 (64 bit) Web: Apache 2.2.3 Perl: 5.8.8 We have recently updated our OTRS system (in place since 2002) to version 2.4.3. We are especially happy with the speed increases, and the "Support Assessment" package has been very helpful. However, we have seen some problems, here is the list: 1. Ticket arrives addressed to "support(a)example.com" which is aliased to "otrssupp(a)mail.example.com". The latter email is the one OTRS uses to fetch the mail. This is a simple email, one "To:" address, and one "From:" address (our client). When an agent replies to this ticket, "support(a)example.com" gets put into the "Cc:" part of the reply form. Why? This means that any reply gets CCed right back to OTRS. It didn't do this before. In past versions only addresses from the "Cc:" header were put in the reply form Cc:. We would like to see a return to the previous behavior. Is this something we can do? Workaround: Edit AgentTicketCompose.dtl and make the Cc blank, but now we have to input any needed Cc's "by hand", and of course we have to re-edit that file with every OTRS update. 2. Trying to change the otrs log to a file location of our choosing doesn't work. You can change the values in the admin section (sysconfig), but most of them don't stay changed. Workaround: Set the log facility to local0 and use syslog.conf to manage the otrs.log file. 3. There used to be a line at the top of each queue display: "Tickets shown: 1-6 - Page: 1 - Tickets available: 6 - All tickets: 8" The "8" above was a link that opened ALL tickets, locked or not, in that queue. Is there a way to re-enable that in 2.4.3? Or am I stuck with the "StatusView" mechanism to see locked tickets? It is not as easy to find what you want using that. Workaround: Use StatusView when needed. 4. We like to be able to see which agent owns each ticket in the preview queueview (I know it's in the "small" view), and we used to be able to make a small change somewhere in the code or the config, (I don't actually remember exactly where) to add that data in the right hand gray area under "CustomerID:". Can anyone direct me to where I can do that in 2.4.3? Workaround: Use the "small" view when needed. As usual I would appreciate any help. TIA. - Richard

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broken image in otrs.org
by Marco Vannini 21 Aug '09

21 Aug '09

Is it a my problem or all the images in otrs.org are broken ? I was trying to find the figure of ITIL workflow that I believe to have see there. Ciao, MV

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R: Re: broken image in otrs.org
by Marco Vannini 21 Aug '09

21 Aug '09

So tx again and sorry for the wasted time . I ll check it w/ my proxy mgr ----- Messaggio originale ----- Da: David Holder <david.holder(a)gmail.com> Inviato: venerdì 21 agosto 2009 12:58 A: User questions and discussions about OTRS. <otrs(a)otrs.org> Oggetto: Re: [otrs] broken image in otrs.org Hi Marco, That page is displaying correctly for me, including the image. Regards, David On Fri, Aug 21, 2009 at 11:50 AM, Marco Vannini <marco.vannini(a)gmail.com> wrote: Thank you and sorry... http://doc.otrs.org/2.4/en/html/x421.html for example and its image http://doc.otrs.org/2.4/en/html/screenshots/homepage-otrs.png ? On Fri, Aug 21, 2009 at 12:42 PM, David Holder <david.holder(a)gmail.com> wrote: Seems all OK for me.. On Fri, Aug 21, 2009 at 11:39 AM, Marco Vannini <marco.vannini(a)gmail.com> wrote: Ok, found it in otrs_itsm_book.pdf. BTW all images on site are really broke ? On Fri, Aug 21, 2009 at 12:36 PM, Marco Vannini [Messaggio originale troncato]

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Ticket Service pre-set in template
by Gator SLP 21 Aug '09

21 Aug '09

Hello, Im trying to set a service for a template on an email ticket. The problem is that the service drop down menu is not populated until you have chose a customer. We dont have specific services per customer so i'd like to find a way for service drop down to be populated constantly, prior to needing to select customer. Hope that made sense. Looking forward to your responses. Neil

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Signature of my tickets
by Rodrigo Correa 21 Aug '09

21 Aug '09

Hi, I have a problem with the signature of my tickets. The signing is being presented to the end of the ticket, not the beginning when I reply to the email. How can I do to configure OTRS so that I have the signature at the beginning of the ticket. Thank _________________________________________________________________ Novo Internet Explorer 8. Baixe agora, é grátis! http://brasil.microsoft.com.br/IE8/mergulhe/?utm_source=MSN%3BHotmail&utm_m…

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Update OTRS 2.3.4 -> 2.4.3 - DB convert latin1 -> utf8
by MMoj＠timocom.com 21 Aug '09

21 Aug '09

Hi there, I have a little problem. I´m running OTRS 2.3.4 without ITSM and want to upgrade it to the new 2.4.3 with ITSM. Just in case that there are some problems, I´ve set up a test enviroment. The Upgrade worked fine for me, following the instruktion in the Upgrade file. But the tickets are not shown Properly in the ticket system. I just get to see the ticket number but the content is gone. When I look in the Admin Support Assessment I get the error message that the charset is latin1 instead of utf8. Now I would like to know if there is a possibility to convert the DB to utf8 without loosing all the tickets in the system. 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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