January 2010 - otrs - OTRS mailing lists

Re: [otrs] Name of the owner instead of user-id in Customer "My Tickets"
by Arpit2 G 11 Jan '10

11 Jan '10

Hello Everyone, Any idea on following problem, Any suggestions: Hello Everyone, I want to display Name of the Owner instead of user-id under "My Tickets" in Customer Web Interface. I have changed this in agent section via editing the respective ".dtl" file. I tried to edit "CustomerStatusView.dtl" but no luck. Please guide me how can i make this change. Regards AG =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

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best way to force customer's username equal to email address
by support＠sjobeck.com 10 Jan '10

10 Jan '10

Hi, All, I want to force all client's usernames to be their email address. I know it is possible to do in OTRS, but before I dig in, I wanted to check with all of your to see if any one else had undertaken this & how they found was the best way to go. We could customize the CustomerFrontEnd, we could fire off a PreModule, we could do something inside SQL, we could run a cronjob to check it (& change it) nightly, we could do a lot of things, but, again, I wanted to see what others had done to accomplish this. I think this might be a nicety that the entire community could use. Thanks so much. Jason Sjöbeck

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How to sort tickets by (last article) time
by ml ml 10 Jan '10

10 Jan '10

Hello List, by default the Tickets get sorted by creation time. This is not very useful if i have a big ticket where i have a regular reply from the customer. Then my ticket is the "oldest" one, but the most "active" ticket. Can i sort the tickets by the last Article time or something? Thanks, Mario

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How can i search for a Ticket-Title?
by ml ml 10 Jan '10

10 Jan '10

Hello! How can i search for a ticket title (not the subject)? Thanks, Mario

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Agent ticket forward action
by Kiffin Gish 10 Jan '10

10 Jan '10

In AgentTicketCompose.pm the message body is preformatted based on the selected output template by making the following call: $Self->{ResponseFormat} = $Self->{ConfigObject}->Get('Ticket::Frontend::ResponseFormat') Then in AgentTicketCompose.dtl the $Data{"ResponseFormat"} is used to generate the text to be placed in the content <textarea name="body"></textarea>. For AgentTicketForward.dtl the same textarea is generated but using an untemplated $QData{"Body"} mechanism instead. If for ticket forward I want to use output templates like in AgentTicketCompose, I can do something similar with the ResponseFormat mechanism. However, this would involve alot of duplicated code already found in AgentTicketCompose.pm, a hack which is not very elegant. Is there a more efficient and maintainable way to accomplish this, minimizing hacking as much as possible? -- Kiffin Gish <Kiffin.Gish(a)planet.nl> Gouda, The Netherlands

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notification event not firing on ticket state change to close
by support＠sjobeck.com 09 Jan '10

09 Jan '10

Hey, Gang, hope all are well. I have searched the mailing list & found a few recipes for creating an event notification which will email the client when a ticket is closed. I have built this in the system & saved it. And tested it but it fails to fire off. No email is sent. I then saw that there was a small bug fixed between v.2.4.4 and v.2.4.5 which might have come in to play for this, so I just upgraded to v.2.4.5 successfully. By the way, that upgrade might have been my easiest yet, nothing broke, everything looks right, no errors, how nice to actually have an RPN upgrade like it ought to! :) I am wondering what I am missing on my event? Or if someone else is seeing this too? Or has been down this path before where the event notifier looks correct but isnt getting fired. (I am guessing I missed something, but for the life of me I cant see it) Thanks very much. Peace. Jason Sjöbeck

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Any "color safe" themes?
by Mike Morris 08 Jan '10

08 Jan '10

Hi, Some of our agents work remotely via Terminal Services, which reduces colors to 8 bits. (This is an RDP v4 server - we can't turn up the color depth.) The color dithering of OTRS's grays and reds, etc. take forever to render in this environment... page rendering is horribly slow. I'm about to design a (probably horrifically ugly) theme with colors that will render directly, without dithering. I thought I'd ask - has anyone else already done this? Or have any insights into colors that will render correctly? Thanks, MikeM

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Re: [otrs] Customer Users to Groups timeouts
by Kevin O'Connor 08 Jan '10

08 Jan '10

I've been able to resolve this issue to a degree. Previously, I had my Config.pm connecting to a single OU in Active Directory which contained all the users in all sites. By configuring my Config.pm to treat each of my site OUs as a separate database, I can now get the full list of users. I'm still confused as to why I have to do this in 2.4 but not in 2.3. In both cases, I have my sizelimit set to 9999 so it's a bit mystifying, but at least it's working again. From: Kevin O'Connor Sent: Tuesday, January 05, 2010 1:29 PM To: 'otrs(a)otrs.org' Subject: Customer Users to Groups timeouts I've used OTRS 2.3 for a while with no issues. I recently upgraded to OTRS 2.4 however, and haven't been able to get Customer Users to Groups mapping to work. This is on a windows 2003 server, and I'm using LDAP integration. Logins work normally, admin users to groups works, Customer Users to Services works, however when I click on "Customer Users < - > Groups", my browser sits there and times out after a few minutes. Right after I click the link, I get the following entry in my OTRS log file: [Tue Jan 5 13:15:23 2010][Error][Kernel::System::CustomerUser::LDAP::CustomerUserList][424] Sizelimit exceeded . This is all very strange because I'm using the same LDAP config portions of Config.pm as I was in the old version of OTRS. I have the old server up to help me with my troubleshooting, and I can click on Customer Users <-> Groups there and get my user list. Has there been some change in the way OTRS queries LDAP that I need to be aware of? Kevin O'Connor Sr. Network Services Administrator Dialogue Marketing 3252 University Drive Auburn Hills, MI 48326 Office/Fax : 248.836.2673 Cell: 248.953.4731 Strengths-Based Leadership Profile: Adaptability, Learner, Input, Intellection, Ideation

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Re: [otrs] OTRS 2.4 theming problem
by Axel Christ 08 Jan '10

08 Jan '10

In OTRS every user can set his own favorite theme in the preferences dialog. This will overwrite your default, I suppose. So I guess if you create a new user now he will have the correct theme. Cheers, Axel ------------------------------ Message: 5 Date: Thu, 07 Jan 2010 11:06:06 -0800 From: Ser Iulian Armenta Legorreta <sarmental(a)zentrum.com.mx> Subject: [otrs] OTRS 2.4 theming problem To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <4B46309E.7080103(a)zentrum.com.mx> Content-Type: text/plain; charset=ISO-8859-1; format=flowed Hi, I created a new theme "newtheme" for OTRS I followed the documentation, I created new folder called "newtheme" with the new files in /opt/otrs/Kernel/Output/HTML and I changed the default theme to "newtheme" on sysconfig. Now in the customer interface "customer.pl" it works fine but at the moment you login as client automatically change to the standard theme. Any ideas why or what I'm missing? Thanks. -- Ser Iuli?n Armenta Legorreta ?rea de Calidad Zentrum Ext: 119

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Error when clicking the stats icon in otrs
by Jose Luis Spahr 08 Jan '10

08 Jan '10

Hi There, When I click the Stats icon in OTRS (logged in as an Agent), I get the following error: Can't locate object method "GetObjectName" via package "Kernel::System::Stats::Static::StateAction" at /opt/otrs//Kernel/System/Stats.pm line 2234 My System configuration is: OTRS 2.4.5 Red Hat Enterprise Linux Server release 5.4 Apache 2 Oracle database Any help would be greatly appreciated. Thank you in advance. Jose Luis Spahr

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