February 2010 - otrs - OTRS mailing lists

FAQ Module and inserting into replies.
by Morten Bøhmer 09 Feb '10

09 Feb '10

Hi When inserting FAQ documents in replies, only the Subject field gets changed. The message body only gets a few line breaks and no text. Anyone know how to fix ? OTRS 2.4.5 / ITSM 1.3.2 Best regards Morten B

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Queues and New Ticket
by Nuno Ranito 09 Feb '10

09 Feb '10

Hello How can I restrict which queues the client can see to insert a new ticket? For instance, I want user A to access queue "Aplications" and "Network", and user B to insert new ticket in queue "Billing". Thank you for any help. -- Neos IT | www.neosit.pt Instituto Pedro Nunes | R. Pedro Nunes | 3030–199 Coimbra | Portugal Tel +351 210 105 610 | Fax. +351 239 101 108 Tm +351 913 699 961 | E-mail nranito(a)neosit.pt [ Antes de imprimir esta mensagem pense no ambiente. Before printing this message, think about environment ] NOTA DE CONFIDENCIALIDADE: Esta mensagem poderá conter informação privilegiada e confidencial. Se não é o destinatário da presente comunicação, agradecemos que nos informe e elimine a mensagem sem que a mesma seja divulgada, distribuida ou copiada. CONFIDENTIALITY: This e-mail and any attachments are confidential and may be privileged. If you are not a named recipient, please notify the sender immediately and do not disclose the contents to another person, use it for any purpose or store or copy the information in any medium.

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PROPER STANDARD procedure for upgrade
by Otrs Customer 09 Feb '10

09 Feb '10

Hi all, is there a proper standard procedure how to upgrade/patch OTRS on different OS ? I'm using Fedora and OTRS 2.4.4 and I've browsed the lists all over and found million opinions on upgrade. It seems that there is no standard procedure at all... Some people even say that rpm -Uvh <rpm_name> will do the job but I'm not sure - maybe I'm a bit doubtful because I've read so many opinions on this matter. So is there ANY proper standard procedure how to upgrade/update/patch OTRS from 2.4.4 to 2.4.7 on Fedora ? Thanks, Cheers

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Customer Logins
by Garren McKelvey 09 Feb '10

09 Feb '10

I know I'm going to feel stupid asking this.... I'm having an issue with customer user logins. I have made user accounts for all of my company's customers so they can view their tickets. But when I go to the login page none of the customer user accounts I created work. It says I have an invalid username/password. I've checked to make sure I'm not doing something really dumb like misspell the name, and I'm not. I also looked through the FAQ and help manuals and can't find anything that has to be specifically turned on to make it possible for customers to log in. Anyone have any ideas? -Garren McKelvey

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using notifications
by manish ramteke 09 Feb '10

09 Feb '10

Hi, Please let me know how to use notifications in OTRS.2.4.5 Regards, Manish Ramteke

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Is there a possibility to display Full Name in place of UserName on Customer login->Mytickets-->Owner
by ramana 09 Feb '10

09 Feb '10

Hi Every One, In the Customer login--> MyTickets--> Owner--> it is displaying the UserName Is there a possibility to display Full Name. ??? That would be great ! Regards, Ramana

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Spanish Charset problems
by magicboiz 09 Feb '10

09 Feb '10

Hello We have a ITSM::OTRS 1.3.2 running nicely, but we have a small problem that I hope someone can help me to solve: Spanish characters like "ñ", "á", et, aren't displayed correctly into the otrs web frontend, and also into the emails formatted by otrs (From and To envelope addresses) We have our OTRS configured with charset UTF-8. Apache 2.2.9. Mysql 5.0.51. Perl 5.10. Debian Lenny. Thanks in advance.

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Email Processing
by Dorien K. Takeshi 09 Feb '10

09 Feb '10

Hi there, I've tried to setup my email processing, and it appears to be working, as messages are disappearing from my mailbox, but I cannot find them in OTRS at all? It doesn't appear to be doing anything with the emails? Where can I check to see what has happened to them or am I missing something? I've only setup a mailbox in the "Postmaster Admin" section. Dorien Takeshi Technical Manager Disaster Recovery Group Limited Unit 6, 10 Canaveral Drive, Rosedale, North Shore City, Auckland, New Zealand, 0632 Ph: +64 9 478 9134 | Mob: +64 21 822 832 | Email: dorien.takeshi(a)drgroup.co.nz

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Insert FreeText on Bulk Actions View
by Carlos Andres Gallego 09 Feb '10

09 Feb '10

Hi Everyone, I try to insert a Free Text on the Bulk Action View, but I can't see the correct option. In the Frontend::Agent::Ticket::ViewBulk not appear the freetext modules. Any Idea. TKS PD Sorry for my english Carlos G.

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workaround: customers not having to login?
by Gregory Heffron 08 Feb '10

08 Feb '10

Is there any possible workaround for customers having to login to create a ticket. We already have several sites with several logins, and part of why we built this system is to help with the confusion. We're worried we'll add to it! Thanks, Greg -- Lead - IT Support Shambhala.org ShambhalaTimes.org Center Template Websites

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