February 2010 - otrs - OTRS mailing lists

Changing status automatically on type of response selected
by Marretta, Rosanna 11 Feb '10

11 Feb '10

I have created a new status called Awaiting Response, I have set this to Type: Pending Auto. When the operator clicks on the 'Response' called Reply, I would like the status of this call to automatically go to 'Awaiting Response' and the pending time changed to 3 days. Is there anywhere to do this? Rather than having to do it manually? Rosanna

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agent updating ticket status by email
by samuel 11 Feb '10

11 Feb '10

Hi folks, First of all apologies if this question has been answered before, I've checked documentation and search through this mailing list archives and could not find an answer. If I have missed the appropriate place, I would highly appreciate if you point me there.. I've just set up a 2.3.4 OTRS version and for some queues, I would like to know whether it is possible to work only via e-mail. I've set up a PostMaster Mail Account and can properlly create tickets via e-mail. Agents are notified when new tickets are created and customers get the notifications. What I'm missing is how can an agent send an update to the system? I've tried to use the e-mail account of the agent but OTRS classifies it as a client update. Is there any X-OTRS- mail header that can be set in e-mail fitlering to classify the update as coming from the agent and not from a user? Hope I've been clear enough! Thank you very much in advance, Samuel.

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Add elements to Dashboard in 2.4.6
by Karsten Heymann 11 Feb '10

11 Feb '10

Hi, we're running 2.4.6 (update to 2.4.7 already scheduled) and I'm currently looking into how the Dashboard could be adapted to our needs. For now I have a simple question: Is it possible to add more Elements to the dashboard, let's say a second DashboardImage instance? I would have expected to be able to add these in the sysconfig, but found no way to do it in Framework -> Frontend::Agent::Dashboard. Did I overlook something? Yours Karsten

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Themeing the 'Customer Info' portion of the AgentTicketZoom view?
by Martin Møller 11 Feb '10

11 Feb '10

Hi all. I have tried hard to find where the data that gets inserted in the Customer Info: portion of the Agent Ticket Zoom view comes from. There is this block: # show customer info table  <p> <hr> <b>$Text{"Customer Info"}:</b> $Data{"CustomerTable"} <hr> </p>  But how $Data{"CustomerTable"} gets populated, I cannot quite see. All I really want it to make sure the cutoff for any fields happen later that it currently does, or possibly not at all. Does anyone know where this is found? Regards, /Martin.

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No Permission on ticket after LDAP/AD outage
by Frank Wall 11 Feb '10

11 Feb '10

Hi, we're using OTRS 2.4.6 with AD authentication. Today we had an short outage of our LDAP/AD authentication server. Now all tickets which have been created *during* the LDAP/AD outage are neither readable nor writable. New tickets *after* the LDAP/AD resurrected are readable and writeable indeed. This is the log while trying to access the ticket as OTRS admin user: Feb 5 11:05:21 OTRS-CGI-10[64066]: [Error][Kernel::System::Ticket::TicketGet][Line:997]: No such TicketID (658)! Feb 5 11:05:21 OTRS-CGI-10[64066]: [Error][Kernel::System::Ticket::TicketGet][Line:997]: No such TicketID (658)! Feb 5 11:05:21 OTRS-CGI-10[64066]: [Error][Kernel::System::Queue::GetQueueGroupID][Line:583]: Need QueueID! Feb 5 11:05:21 OTRS-CGI-10[64066]: [Notice][Kernel::System::Ticket::Permission] Permission denied (UserID: 3 'ro' on TicketID: 658)! Feb 5 11:05:22 OTRS-CGI-10[64067]: [Error][Kernel::System::Ticket::TicketGet][Line:997]: No such TicketID (658)! Feb 5 11:05:22 OTRS-CGI-10[64067]: [Error][Kernel::System::Ticket::TicketGet][Line:997]: No such TicketID (658)! Feb 5 11:05:22 OTRS-CGI-10[64067]: [Error][Kernel::System::Queue::GetQueueGroupID][Line:583]: Need QueueID! Feb 5 11:05:22 OTRS-CGI-10[64067]: [Notice][Kernel::System::Ticket::Permission] Permission denied (UserID: 3 'ro' on TicketID: 658)! How can I regain all permissions to this ticket? This seems like a bug to me. Maybe OTRS should not accept new tickets if the AuthModule is not available. Regards Frank

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How to Add Agent Name to Ticket in Dasboard
by Markus Moj 11 Feb '10

11 Feb '10

Hello Mailinglist, I would like to add the name of the agent which is working on a Ticket, to the Dasboard. I thought that when I change this <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> to <a href="$Env{"Baselink"}Action=AgentTicketCustomer&TicketID= $QData {"TicketID"}"onmouseover="window.status='$JSText{"Customer history"}'; return true;"onmouseout="window.status='';"> <div title="$QData{"LoginID"}">$QData{"LoginID","15"}</div> </a> </td> or <a href="$Env{"Baselink"}Action=AgentTicketCustomer&TicketID= $QData {"TicketID"}"onmouseover="window.status='$JSText{"Customer history"}'; return true;"onmouseout="window.status='';"> <div title="$QData{"AgentID"}">$QData{"AgentID","15"}</div> </a> </td> in the AgentDashboardTicketGeneric.dtl, that I would be able to the the Loginname / Agent Name of the supporter which is assignet to a ticket. But this dows not Work. The other question is, if there is a list of commends / actions which prefix can be used in the dtl files?! Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services 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 Internet: www.timocom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489

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Is it possible to assign the Calender to Queues.
by ramana 11 Feb '10

11 Feb '10

Hi Every One, Is it possible to assign the Calender to Queues. Then SLA can work Queue with assigned calender. Regards, Ramana.

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OTRS report font
by Sarah Baker 11 Feb '10

11 Feb '10

I'm not sure what font the reports are using, but they are double spaced and impossible to read. They don't look like dejuvu. Where are the fonts kept? Or should I say where to perl expect the fonts to be located? Do the fonts need to be installed separately? - Sarah Baker Dir of Ops, mSpot Inc. 650-321-7000

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RebuildTicketIndex.pl error
by hpsbigcat 11 Feb '10

11 Feb '10

Dear All, My OTRS 2.4.5 box is running on Centos 5.4 and now have a problem when I run RebuildTicketIndex.pl. The error message as following, would any one can help me ? [root@otrs01 bin]# ./RebuildTicketIndex.pl ERROR: OTRS-RebuildTicketIndex-10 Perl: 5.8.8 OS: linux Time: Thu Feb 11 08:29:07 2010 Message: No such TicketID (1331)! Traceback (23546): Module: Kernel::System::Ticket::TicketGet (v1.416.2.5) Line: 997 Module: Kernel::System::Ticket::IndexAccelerator::StaticDB::TicketLockAcceleratorAdd (v1.69.2.1) Line: 219 Module: Kernel::System::Ticket::IndexAccelerator::StaticDB::TicketAcceleratorRebuild (v1.69.2.1) Line: 416 Module: ./RebuildTicketIndex.pl (v1.18) Line: 58 -- Tiger hpsbigcat(a)gmail.com

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ticket share transitive relationship
by Luis Daniel Lucio Quiroz 10 Feb '10

10 Feb '10

hi all, we've sucessfully setup ticket share, so user A may se B's tickets, and user B does C'es. how ever, we wonder if there is a way to let by transitive relationship to let A does C'es without telling A to C in an explicit way. TIA LD

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