January 2010 - otrs - OTRS mailing lists

customer interface - view certain queues?
by Constantinos Giatras 26 Jan '10

26 Jan '10

We are trying to allow our customers to track an "Incident" Queue and would like to know if this is possible? I know there is a "company ticket" feature but that seems to only allow tracking specific Users and not a queue. thanks for any info! kosta

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FAQ - Customise the Public FrontEnd.
by Marretta, Rosanna 26 Jan '10

26 Jan '10

Hi, Can somebody please tell me how I go about adding the company logo/name etc.. Thanks Rosanna

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Re: [otrs] 2.4.5. : Queue view sort (Alexander Halle)
by Martignier, Philippe 26 Jan '10

26 Jan '10

Hi Alexander In my situation the difference is when on the my queues view compared to the queue it self (both in the menu ticket (top bar)). I log a bug about that as for me it is a bug ... Sometimes I found that a bit annoying when features are developed and proposed but not fully tested ... but I think it should be a part of the open source world :) Peace Philippe Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

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2.4.5. : Queue view sort
by Martignier, Philippe 26 Jan '10

26 Jan '10

Hi there, The actual settings works only when you click on the queues directly and is NOT active in the "my queues view". That is really annoying. Can we consider this as a bug? ________________________________ Ticket::Frontend::AgentTicketQueue###QueueSort: Sort the tickets when a single queue is selected in the QueueView in ascending or descending order (after the tickets are sorted by priority). Values: 0 = ascending (oldest on top, default), 1 = descending (youngest on top). Use the QueueID for the key and 0 or 1 for value. Key Content ________________________________ Ticket::Frontend::AgentTicketQueue###SortBy::Default: Default sort criteria for all queues displayed in the QueueView after sort by priority is done. Age Queue Subject Ticket TicketEscalation TicketFreeKey1 TicketFreeKey10 TicketFreeKey11 TicketFreeKey12 TicketFreeKey13 TicketFreeKey14 TicketFreeKey15 TicketFreeKey16 TicketFreeKey2 TicketFreeKey3 TicketFreeKey4 TicketFreeKey5 TicketFreeKey6 TicketFreeKey7 TicketFreeKey8 TicketFreeKey9 TicketFreeText1 TicketFreeText10 TicketFreeText11 TicketFreeText12 TicketFreeText13 TicketFreeText14 TicketFreeText15 TicketFreeText16 TicketFreeText2 TicketFreeText3 TicketFreeText4 TicketFreeText5 TicketFreeText6 TicketFreeText7 TicketFreeText8 TicketFreeText9 TicketFreeTime1 TicketFreeTime2 TicketFreeTime3 TicketFreeTime4 TicketFreeTime5 TicketFreeTime6 (Default: Age) ________________________________ Ticket::Frontend::AgentTicketQueue###Order::Default: Sort order for all queues in the QueueView after priority sort. Down Up (Default: Up) Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

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missing customer history since OTRS update 2.4.4 -> 2.4.6
by Alexander Halle 26 Jan '10

26 Jan '10

Hi, since I updated from OTRS 2.4.4 to 2.4.6 the customer history is no longer shown. Does anybody know the cause or how to enable this feature manually ? Details : Usally when I called AgentTicketCustomer or entered a customer in AgentTicketPhone or AgentTicketEmail after I got a list of tickets at the end of the page titled "Customer history" with all open and closed tickets of the customer. So this is different from the "Open Tickets" link in the customer info on the right, since it also shows closed or pending tickets. Usally I had a delay of 1 to 4 seconds until the ticket list showed up, obviously due to the database search. But now no list shows up, regardless how long I wait. I'm a bit helpless since I never explicitly activated such a feature, it was there since my initial 2.4 installation. My configuration is OTRS 2.4.x with installation from source, articles stored in file system but besides this no special database configurations, no LDAP or additional customer database backends and so on. Thanks in advance Alexander -- 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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Assigning owners to new tickets vs. existing tickets
by Lars Jørgensen 26 Jan '10

26 Jan '10

Hi Something is inconsistent here - or I am doing something wrong. When I create a new ticket in a queue I can assign ownership only to agents that have this queue selected in "my queues". When I assign ownership of an existing ticket I can assign it to all who has the correct permissions for the queue. I think the latter behaviour is correct and that should also be the behavior when I create tickets. Did I flick a switch the wrong way somewhere in the configuration? -- Lars

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Hide Owner field in ViewMove
by Михаил Лукин 26 Jan '10

26 Jan '10

Hi, Community! In Frontend::Agent::Ticket::ViewNote there is an option Ticket::Frontend::AgentTicketNote###Owner which allows to show/hide new owner selection while composing a note. When an agent moves a ticket to another queue and selects new owner, other users of group do not receive notifications. I'd like to disallow selecting new owner so that every viewer of queue could "take" unlocked ticket by locking it and became its owner. Unfortunately, there is no Ticket::Frontend::AgentTicketMove###Owner option in Frontend::Agent::Ticket::ViewMove. What is your advice? Thanks -- regards, Mihail

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tags for parent/child tickets
by Putkin German 25 Jan '10

25 Jan '10

Can anybody advise me how can I insert parent/child tickets numbers in some notifications or standart responses? In other words - what OTRS tags ( <OTRS_ .... >) can give me info about parent/child tickets? Regards, German

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Re: [otrs] Cron jobs : what to change to make the refresh quickier?
by Florian Houel 25 Jan '10

25 Jan '10

Sebastien, OTRS provides a [cronw] windows service (http://cronw.sourceforge.net) to copy the standard "cron" unix/linux service. Scheduled jobs are described in a "crontab.txt" file, that you probably find in C:\Program Files\OTRS\CRONw. You will find the PostMasterMailbox.pl line in this contab.txt file. It is written like this, in a windows environment : */10 * * * * C:/PROGRA~1/OTRS/StrawberryPerl/perl/bin/perl.exe C:/PROGRA~1/OTRS/OTRS/bin/PostMasterMailbox.pl Just change the "*/10" (every ten minutes) with "*/3" or "*/5", for instance. <french> OTRS pour Windows est livré avec une copie Windows du planificateur "cron" du monde Unix/Linux, c'est le "cronw" qui apparait dans le dossier OTRS. Les tâches à traiter sont dans le fichier crontab.txt. Le format des fichiers crontab est disponible sur le net. La ligne désignant la récupération des messages figure dans ce crontab.txt. Il suffit de modifier le "*/10" (toutes les 10 minutes) de la ligne */10 * * * * C:/PROGRA~1/OTRS/StrawberryPerl/perl/bin/perl.exe C:/PROGRA~1/OTRS/OTRS/bin/PostMasterMailbox.pl par "*/3" ou "*/5". </french> Have a nice day, Florian. -----Message d'origine----- De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Sebastien Bory Envoyé : lundi 25 janvier 2010 12:56 À : 'User questions and discussions about OTRS.' Objet : Re: [otrs] Cron jobs : what to change to make the refresh quickier? Hi Florian I have the same problem, OTRS is install on a Windows Server 2003 , it use the Mail server about our FAI (send and receive mail work fine) but I don't see in the postmaster.pl file the line : # fetch emails every 10 minutes */10 * * * * $HOME/bin/PostMasterMailbox.pl >> /dev/null To change this parameters could you help me Thanks Sébastien Bory Administrateur réseaux NCI-les centres d'affaires Bienvenue chez vous - Just welcome ! 59 Rue des Petits Champs 75001 Paris Tel 33(0) 1 73 77 53 41 Fax 33(0) 1 73 77 55 56 Port: 33(0) 6 78 93 28 66 Mail :s.bory@groupenci.com Web: www.groupenci.com Ce message et toutes les pièces jointes sont établis a l'intention exclusive de ses destinataires et sont confidentiels. Si vous recevez ce message par erreur, merci de le détruire et d'en avertir immédiatement l'expéditeur. Toute utilisation de ce message non conforme à sa destination, toute diffusion ou toute publication, totale ou partielle, est interdite, sauf autorisation expresse. L'internet ne permettant pas d'assurer l'intégrité de ce message, NCI décline toute responsabilité au titre de ce message, dans l'hypothèse ou il aurait été modifié. This message and any attachments are intended solely for the addressees and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. NCI shall not therefore be liable for the message if modified. -----Message d'origine----- De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Florian Houel Envoyé : vendredi 22 janvier 2010 10:59 À : User questions and discussions about OTRS. Objet : Re: [otrs] Cron jobs : what to change to make the refresh quickier? Hi, I’m new on the list, we’re working on using OTRS to manage our customer’s questions and requests. I understand that Philippe doesn't use fetchmail as these lines are commented out. According to your crontab, OTRS mails are coming from these lines : # fetch emails every 10 minutes */10 * * * * $HOME/bin/PostMasterMailbox.pl >> /dev/null So, mails are received every 10 minutes. You can change that to something like 5 or 3 minutes. You told about more than 15 minutes delay, part of the delay may come from the Exchange/Outlook side. Hope this helps, Florian. -----Message d'origine----- De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Ralf Hildebrandt Envoyé : vendredi 22 janvier 2010 10:35 À : otrs(a)otrs.org Objet : Re: [otrs] Cron jobs : what to change to make the refresh quickier? * Martignier, Philippe <philippe.martignier(a)wipo.int>: > Hi there, > > I want to speed up the frequence of refresh (= an email arrives in > Outlook and then OTRS looks in the mail box if there is a mail it > deletes that email and create a ticket inside OTRS) Well, don't use fetchmail, but feed OTRS directly via SMTP. -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebrandt(a)charite.de | http://www.charite.de --------------------------------------------------------------------- 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/ --------------------------------------------------------------------- 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/ --------------------------------------------------------------------- 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] Cron jobs : what to change to make the refresh quickier?
by Rory 25 Jan '10

25 Jan '10

Hi Sebastien, When using a Windows Server you can use Windows Task Scheduler to run the same file. Cron is a linux program that you can compare to windows task scheduler. The line in your mail (*/10 * * * * $HOME/bin/PostMasterMailbox.pl >> /dev/null) is not in the postmaster.pl file. It goes in the crontab file and tells the cron program to run the $HOME/bin/PostMasterMailbox.pl file every 10 minutes (*/10 * * * *) and discard any output (>> /dev/null). What you need to do is create a scheduled task in windows that does the same thing. You may have to tell windows task scheduler to execute the following program; perl $HOME/bin/PostMasterMailbox.pl where $HOME is the location you have installed OTRS on your windows machine. Create this task to run every 10 minutes or less if you like. Kind regards, Rory -- Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2010/1/25 Sebastien Bory <s.bory(a)groupenci.com>: > Hi Florian > > I have the same problem, > OTRS is install on a Windows Server 2003 , it use the Mail server about our FAI (send and receive mail work fine) but I don't see in the postmaster.pl file the line : > # fetch emails every 10 minutes > */10 * * * * $HOME/bin/PostMasterMailbox.pl >> /dev/null > > To change this parameters could you help me > > Thanks > > > Sébastien Bory > Administrateur réseaux > NCI-les centres d'affaires > Bienvenue chez vous - Just welcome ! > 59 Rue des Petits Champs 75001 Paris > Tel 33(0) 1 73 77 53 41 > Fax 33(0) 1 73 77 55 56 > Port: 33(0) 6 78 93 28 66 > Mail :s.bory@groupenci.com > Web: www.groupenci.com > > > Ce message et toutes les pièces jointes sont établis a l'intention exclusive de ses destinataires et sont confidentiels. Si vous recevez ce message par erreur, merci de le détruire et d'en avertir immédiatement l'expéditeur. Toute utilisation de ce message non conforme à sa destination, toute diffusion ou toute publication, totale ou partielle, est interdite, sauf autorisation expresse. L'internet ne permettant pas d'assurer l'intégrité de ce message, NCI décline toute responsabilité au titre de ce message, dans l'hypothèse ou il aurait été modifié. This message and any attachments are intended solely for the addressees and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. NCI shall not therefore be liable for the message if modified. > > -----Message d'origine----- > De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Florian Houel > Envoyé : vendredi 22 janvier 2010 10:59 > À : User questions and discussions about OTRS. > Objet : Re: [otrs] Cron jobs : what to change to make the refresh quickier? > > Hi, > I’m new on the list, we’re working on using OTRS to manage our customer’s questions and requests. > I understand that Philippe doesn't use fetchmail as these lines are commented out. > > According to your crontab, OTRS mails are coming from these lines : > # fetch emails every 10 minutes > */10 * * * * $HOME/bin/PostMasterMailbox.pl >> /dev/null > > So, mails are received every 10 minutes. You can change that to something like 5 or 3 minutes. > You told about more than 15 minutes delay, part of the delay may come from the Exchange/Outlook side. > > Hope this helps, > Florian. > > -----Message d'origine----- > De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Ralf Hildebrandt > Envoyé : vendredi 22 janvier 2010 10:35 > À : otrs(a)otrs.org > Objet : Re: [otrs] Cron jobs : what to change to make the refresh quickier? > > * Martignier, Philippe <philippe.martignier(a)wipo.int>: >> Hi there, >> >> I want to speed up the frequence of refresh (= an email arrives in >> Outlook and then OTRS looks in the mail box if there is a mail it >> deletes that email and create a ticket inside OTRS) > > Well, don't use fetchmail, but feed OTRS directly via SMTP. > > > -- > Ralf Hildebrandt > Geschäftsbereich IT | Abteilung Netzwerk > Charité - Universitätsmedizin Berlin > Campus Benjamin Franklin > Hindenburgdamm 30 | D-12203 Berlin > Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 > ralf.hildebrandt(a)charite.de | http://www.charite.de > > --------------------------------------------------------------------- > 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/ > --------------------------------------------------------------------- > 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/ > > --------------------------------------------------------------------- > 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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