December 2010 - otrs - OTRS mailing lists

Dicking around with AgentTicketZoom.dtl
by Lars Jørgensen 10 Dec '10

10 Dec '10

Hi, In OTRS 2.4.x, I could do this in AgentTicketZoom.dtl (in my own theme):  <p> <hr> <b>$Text{"Customer Info"}:</b> $Data{"CustomerTable"} <img src="http://helpdesk.company.com/images/thumbs/$Data{"CustomerUserID"}.jpg"> </p>  And get a picture of the customer in the ticket zoom view. This doesn't work in OTRS 3, because $Data{"CustomerUserID"} apparantly has no value. What is the right way to do it? Ideally, I think the image should be created by the $Data{"CustomerTable"} call, but my extremely limited knowledge of perl makes this impossible for me. Lars

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Queue moves in history
by Lars Jørgensen 10 Dec '10

10 Dec '10

Hi, Often been wondering: When we move a ticket into a different queue, the History just shows it's been moved. Is it possible to see what queue it was moved into? Lars

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inform via email
by Neil Simpson 10 Dec '10

10 Dec '10

Hello, currently using otrs 2.4. Im looking for a way to inform on ticket creation from a specific customer a sales manager via email. for example: Company A writes to us, i want an email automatically to then go to sales manager A to inform him Company B writes to us, i want an email automatically to then go to sales manager B to inform him thanks Neil

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Next ticket state
by Jean BROW 10 Dec '10

10 Dec '10

How can I change so "Next ticket state:" always is "sucsessfull closed" ?

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How to change the server
by Ferdinandus Rudijanto 10 Dec '10

10 Dec '10

Hi all My otrs server's platform is Windows XP. I plan to change it to other server because I did many testing of applications in this server. I worry that this server will be unstable. Would you please give me procedure to change the server while keeping existing configuration and data? I really appreciate any body who helps me. Salam Rudi

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Re: [otrs] Problem CustomID(s) and "My tickets" and "Company
by Erik van Ast 10 Dec '10

10 Dec '10

Hi Gerald, Thank you for your reply. When I do this, the customers won't have any "My tickets" as they all have the same CustomerID I presume? Or am I wrong? Kind regards, Erik -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: woensdag 8 december 2010 19:04 To: otrs(a)otrs.org Subject: otrs Digest, Vol 27, Issue 24 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. No notification for agents and customers after new ticket and new tickets created by email are not created (Erik van Ast) 2. Re: Problem CustomID(s) and "My tickets" and "Company tickets" (Gerald Young) 3. Re: Antw: Re: Antw: Upgrading from 2.4.9 to 3.0.3: pain (Martin Gruner) 4. Re: Next ticket state (Dominique 'NetAndroid' Schramm) 5. Bug Tracking - or other bug tracking integration (Clayton Doty) ---------------------------------------------------------------------- Message: 1 Date: Wed, 8 Dec 2010 13:45:51 +0100 From: "Erik van Ast" <Erik.van.Ast(a)suzohapp.nl> Subject: [otrs] No notification for agents and customers after new ticket and new tickets created by email are not created To: <otrs(a)otrs.org> Message-ID: <80A72F1B1CFF80409D8E422437CEDC9A0205FE78(a)srv03-suzo-03.Suzo.int> Content-Type: text/plain; charset="iso-8859-1" Hi all, The agents in our organisation don't get any notifications anymore when a new ticket is created. Another thing that goes wrong is that when a ticket is being created by sending an email, the ticket is not created at all in the OTRS system. Both problems occurred after changing the authentification from DB to LDAP and after changing the passwords of 2 OTRS users in the Active Directory. My guess is that the problem lies on the email (Postmaster) of OTRS, but where can I check the settings and set the new passwords correctly? Met vriendelijke groet / Kind regards / Mit freundlichem Gru?, Erik van Ast

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Next ticket state on tickets
by Jean BROW 10 Dec '10

10 Dec '10

Hi all, How do I change so "Next ticket state:" always is "sucsessfull closed" when we replay to tickets?

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Troubles viewing output on Customer GUI, MSSQL and charset
by Boniforti Flavio 10 Dec '10

10 Dec '10

Hello everybody. I'll be starting from the latest problem I'm encountering, which is as follows: when I do a search in my Customer Database, I get the correct number of records, but they print out as blank/empty lines (look here: http://tinyurl.com/2cx44r2 ). Here the background and the setup: Debian Sid - OTRS 2.4.9 I have my customers already stored in an MSSQL db (SQL Express 2005 on Windows 2003 Server), therefore I tried to connect that db to my OTRS installation. I seem to have managed it using FreeTDS, because I can connect to MSSQL by hand with tsql. My Config.pm for my CustomerDB looks like this: # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser} = { Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', Params => { # if you want to use an external database, add the # required settings DSN => 'DBI:Sybase:', DSN => 'DBI:Sybase:server=sqlexpress;database=Piramide_Informatica', User => 'sa', Password => 'password', Type => 'mssql', Table => 'v_customer', Attribute => {}, }, # customer uniq id CustomerKey => 'CUST_ID', # customer # CustomerID => 'CUST_ID', # CustomerValid => 'valid_id', CustomerUserListFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME', 'EMAIL' ], # CustomerUserListFields => ['login', 'first_name', 'last_name', 'customer_id', 'email' ], CustomerUserSearchFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME' ], CustomerUserSearchPrefix => '*', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 50, CustomerUserPostMasterSearchFields => ['EMAIL'], CustomerUserNameFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME' ], CustomerUserEmailUniqCheck => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target # [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'COMPANY', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'LASTNAME', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'EMAIL', 1, 1, 'var', '', 0 ], # [ 'UserEmail', 'Email', 'email', 1, 1, 'var', '$Env{"CGIHandle"}?Action=AgentTicketCompose&ResponseID=1&TicketID=$Data {"TicketID"}&ArticleID=$Data{"ArticleID"}', 0 ], [ 'UserCustomerID', 'CustomerID', 'CUST_ID', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var', '', 0 ], # [ 'UserPhone', 'Phone', 'phone', 1, 0, 'var', '', 0 ], # [ 'UserFax', 'Fax', 'fax', 1, 0, 'var', '', 0 ], # [ 'UserMobile', 'Mobile', 'mobile', 1, 0, 'var', '', 0 ], # [ 'UserStreet', 'Street', 'street', 1, 0, 'var', '', 0 ], # [ 'UserZip', 'Zip', 'zip', 1, 0, 'var', '', 0 ], # [ 'UserCity', 'City', 'city', 1, 0, 'var', '', 0 ], # [ 'UserCountry', 'Country', 'country', 1, 0, 'var', '', 0 ], # [ 'UserComment', 'Comment', 'comments', 1, 0, 'var', '', 0 ], # [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int', '', 0 ], ], }; My question now is: why does it happen, that my output is *blank* when I seek for customers? While googling around, I came across references talking about "charset conversion", so I did my search on my dbs: Using "sp_helpsort" on my MSSQL db, I get: Server default collation Latin1-General, case-insensitive, accent-sensitive, kanatype-insensitive, width-insensitive (1 row affected) (return status = 0) >From Linux, when connecting via tsql, I get: root@ticket:~# tsql -S sqlexpress -U sa locale is "it_CH.UTF-8" locale charset is "UTF-8" Therefore I was thinking about some kind of "charset mismatch". Is anybody out there who can help? Thanks in advance! Flavio Boniforti PIRAMIDE INFORMATICA SAGL Via Ballerini 21 6600 Locarno Switzerland Phone: +41 91 751 68 81 Fax: +41 91 751 69 14 URL: http://www.piramide.ch E-mail: flavio(a)piramide.ch

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Not replay in new window
by Jean BROW 10 Dec '10

10 Dec '10

In new OTRS version the "replay" will open a new window. I don't want this. How to change so it will not open new window?

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LDAP search for non-customer recipients
by Hugh Kelley 09 Dec '10

09 Dec '10

We have some contact (mail recipient) objects in our directory for external people (vendors). Is there any way to allow these to be shown in the AJAX lookup for ticket forwarding (do not treat them as full customers, but do "suggest" them as email recipients)? Hugh

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