January 2010 - otrs - OTRS mailing lists

ticket creation using API
by ravi shanker 08 Feb '10

08 Feb '10

Hi , I would like to know how to use API in classic asp to create tickets.is this possible and what is required for that.would be helpful if example is provided. Ravi Shankar

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Oracle database backend
by Jose Luis Spahr 08 Feb '10

08 Feb '10

Hi List, Is anyone using Oracle as the backend database? I am having problems with the Stats module/icon under the Agent login site. This is the error I get: Software error: Can't locate object method "GetObjectName" via package "Kernel::System::Stats::Static::StateAction" at ../..//Kernel/System/Stats.pm line 2234. referer: http://otrs/otrs/index.pl?Action=AgentDashboard Any help here would be greatly appreciated. Thanks! Jose Luis Spahr

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Adding CustomerID column to 2.4 dashboard lists
by John Murray 08 Feb '10

08 Feb '10

The new dashboard feature of 2.4 is very cool, but we wanted to see customer information about listed tickets. Here's how I added a column to do this. Amended Kernel/Output/HTML/Standard/AgentDashboardTicketGeneric.dtl as follows: In dtl:block:ContentLargeTicketGenericRow section, add the following before the "Time" TD element: <td width="10%"> <a href="$Env{"Baselink"}Action=AgentTicketCustomer&TicketID=$QData{"TicketID"} " onmouseover="window.status='$JSText{"Customer history"}'; return true;" onmouseout="window.status='';"> <div title="$QData{"CustomerUserID"}">$QData{"CustomerID","15"}</div> </a> </td> A few lines later in the dtl:block:ContentLargeTicketGenericNone block increase the colspan from 3 to 4. I hope this is useful to others. John Murray George James Software 42-44 High Street Shepperton TW17 9AU United Kingdom Registered in England number 2568792 +44-1932-252568 www.georgejames.com

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Dashboard: how to add phone-ticket to menu bar?
by Chris Kurtz 06 Feb '10

06 Feb '10

Centos 5.3, Apache 2, OTRS 2.4.5 Everyone who uses OTRS is both an agent and a customer, and we all login to the agent interface. When users initially login and see the dashboard, they get the standard dashboard buttons (logout, dashboard, ticket, preferences etc) but nothing to the right of the dividing line. If they hit "ticket" they see the QueueView and four new buttons appear to the right of the dashboard buttons - "QueueView, Phone-Ticket, Email-Ticket, Search" Users really really want to see those ticket shortcuts (Phone-Ticket, particularly) when they are viewing the dashboard. Is this a CSS change, or is there some config option? ...Chris -- Chris Kurtz, chk(a)mars.asu.edu Systems Manager Mars Space Flight Facility Arizona State University

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Increasing the comment box
by Garren McKelvey 04 Feb '10

04 Feb '10

I am looking to increase the size of the comment box when I edit customer information. I want to be able to see entire comments for each customer when I am making a ticket. Right now the comment cuts off after 22 characters. I found this in the CustomerUser.pm file set customer user preferences $CustomerUserObject->SetPreferences( Key => 'UserComment', Value => 'some comment', UserID => 'some-login', ); Unfortunately I'm not sure what to type in to make the box bigger and the characters not cut off. Am I even in the right place? -Garren McKelvey Roomlinx Network Support Engineer 2150 West 6th Avenue, Suite H Broomfield, Colorado 80020 gmckelvey(a)roomlinx.com <mailto:gmckelvey@roomlinx.com> Phone: 303-544-1111 xt. 112 Fax: 303-544-1110 http://www.roomlinx.com <http://www.roomlinx.com/> Stock Symbol: RMLX "The information contained in this message may be privileged, confidential, and protected from disclosure. If you are not the intended recipient, or an employee, or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution, or copying of this communication is strictly prohibited. If you have received this communication in error, please notify us immediately by replying to the message and deleting from your computer. Opinions, conclusions, and other information in this message that do not relate to official Roomlinx business are those of the sender and are neither given nor endorsed by Roomlinx INC.".

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Cc on notifications
by Lars Jørgensen 04 Feb '10

04 Feb '10

Hi, Somebody is going to make an app to get data out of OTRS when tickets changes. He would prefer to receive updates by mail. The easy way to do this would be to add a Cc to all notifications and direct that to an address read by the new app. Is this possible? -- Lars

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Icons on the NavBar of the Dashboard
by Lars Jørgensen 04 Feb '10

04 Feb '10

Hi, Is it possible to add icons to the NavBar on the Dashboard? Our agents would like to enter the search dialog directly from the dashboard. -- Lars Jørgensen Gyldendal IT Infrastruktur itlj(a)gyldendal.dk 33 75 57 95

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(no subject)
by Ilya Kornev 03 Feb '10

03 Feb '10

Hello. I noticed that Apache sometimes causes errors on the OTRS server (there appears a Windows standard message 'Application has crashed'), however, the Apache service keeps running and OTRS keeps working without any visible problems. In the Apache error log I found these lines created just about the time when the error appears: [Thu Dec 17 16:42:18 2009] [notice] Apache/2.2.10 (Win32) mod_perl/2.0.4-dev Perl/v5.10.0 configured -- resuming normal operations [Thu Dec 17 16:42:18 2009] [notice] Server built: Oct 10 2008 12:39:04 [Thu Dec 17 16:42:18 2009] [notice] Parent: Created child process 3148 [Thu Dec 17 16:42:33 2009] [notice] Child 3148: Child process is running [Thu Dec 17 16:42:34 2009] [notice] Child 3148: Acquired the start mutex. [Thu Dec 17 16:42:34 2009] [notice] Child 3148: Starting 64 worker threads. [Thu Dec 17 16:42:34 2009] [notice] Child 3148: Starting thread to listen on port 8080. [Thu Dec 17 16:42:51 2009] [notice] Parent: child process exited with status 3221225477 -- Restarting. Can somebody explain what is happening to Apache and how it could be fixed? Cheers, Ilya

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Notify Customer of Agent AddNote Functionality
by Scott Carter 01 Feb '10

01 Feb '10

I've been putting in a lot of work replacing our homegrown ticketing system with OTRS and it has looked very good... until I realized one KEY thing missing! >From what I have read it appears that there is no way to notify the customer after an agent updates the ticket! It seems this would be a very common requirement for a ticketing system no? How does the customer know when the agent has updated their ticket? What if the process is not the simple: ticket submission ->agent solve ->customer notified of closure? What if the agent needs more information or needs to let the customer know of an update? Is the customer required to frequently check the web console to see if there has been updates? I can't believe that this functionality does not exist. If anyone knows of a way to do this PLEASE help me out here. I've searched the forum and haven't come up with any solutions. (using otrs 2.4.5) --side note. How do I respond to this same thread. Whenever I respond it seems to create a new thread. Thanks, Scott Carter

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cc included in autoanswer
by Marco Vannini 01 Feb '10

01 Feb '10

Hi all, If a customer sends otrs a mail with someone else in CC it is possible to let otrs to send autoanswer (new ticket creation, change ownership) to CC too ? Thank you in advance. MV

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