February 2010 - otrs - OTRS mailing lists

How to change Status of call without replying to it
by Marretta, Rosanna 08 Feb '10

08 Feb '10

Hi, is there any way I can change the status of a call without actually having to reply to it? Thanks, Rosanna

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It is possible to automatically display company information in the ticket view?
by Aron Rotteveel 08 Feb '10

08 Feb '10

Hi everyone, Currently, I have my system setup as follows: - Client database is populated with individual persons & e-mailaddresses. CustomerID is a numeric ID that is linked to the company - Company database is filled with companies and the corresponding phone, fax, and address information By default, it seems that a ticket only shows the client information; it would be incredibly useful to display the company information as well. Is this somehow possible, and if so how? Thanks in advance. -- Best regards, Aron Rotteveel

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Customer Signup Spam
by Nick Bright 08 Feb '10

08 Feb '10

Greetings, Our customer-side interface (customer.pl) is getting sign-up spam, causing generation of useless users cluttering the database as well as generating bounce tickets into OTRS (as they are using invalid email addresses). Is there some way to control domains allowed to sign up, or some other anti-registration spam control? We can't be the first people to have this problem, given how bad the spam-bot problems are on the Internet these days! Thank you, -- --- - Nick Bright Network Administrator Valnet Telecommunications, LLC Tel 888-332-1616 x 315 Fax 620-332-1201

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ticket creation using API
by ravi shanker 08 Feb '10

08 Feb '10

Hi , I would like to know how to use API in classic asp to create tickets.is this possible and what is required for that.would be helpful if example is provided. Ravi Shankar

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Ticket type & invisible ticket fields
by Gazizov Andrey 08 Feb '10

08 Feb '10

Hi all! It's posible in OTRS that depending on the ticket type some of it field (maybe TicketFreeText fields) appears or disappears? For example, I have 3 types of tickets in OTRS - first, second and third and 4 TicketFreeText fields - A,B,C and D. When I creating the new phone ticket and select first type of ticket a fields A and B are visible, but C and D are not visible for me. If I choose the second type of ticket the field C and D are visible, but A and B fields are not. It's possible? Hope that I expressed clearly. Thanks in advance.

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owner automatically set if empty answer used
by Martignier, Philippe 08 Feb '10

08 Feb '10

Hi there, I would like that OTRS sets the owner automatically when an answer (empty answer or phone call) is done WITHOUT locking the ticket. (I put the options of locking and changing owner to "no" as we don't use the lock function) Is there a way to do this? I was sure that it was the case and my agents just prove me the opposite thing :) The problem was found because of notifications for follow-up not coming (when a customer gives a reply there was no notification because it is send to the owner of the ticket ... and in this case it was the root system the owner ...) MANY thanks bye 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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how get the escalate ticket mails to higher level automatically
by ramana 08 Feb '10

08 Feb '10

Hi All, I am using otrs 2.4.5 on fedora11 how get the escalate ticket mails to manager automatically. for example : The ticket is escalated so immediately the mail to higher level like if L-1unable to resolve the issue it need's to escalate L-2, if L-2 unable to resolve escalate to L-3. If any one give the solution for this : How to set the escalation mails. Regards, Ramana

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Re: [otrs] Groups of customers
by Martignier, Philippe 08 Feb '10

08 Feb '10

Because it is not available within OTRS .... We use an external database via LDAP connection. The address book inside OTRS is so pointed to the content of the LDAP connection. Is there a way to link the address book of Outlook inside OTRS ??? That would be great ! Thanks for any information on this !!! Philippe Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: mercredi, 3. février 2010 23:48 To: otrs(a)otrs.org Subject: otrs Digest, Vol 17, Issue 20 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. Re: ITSM otrs (Bryan Michael Baldwin) 2. Shifting Customer Page (Eric Banks) 3. Re: Groups of customers (Nils Leideck - ITSM) 4. Re: Next and previous item : ala Outlook (Nils Leideck - ITSM) 5. Re: Next and previous item : ala Outlook (James Morgan) ---------------------------------------------------------------------- Message: 1 Date: Thu, 04 Feb 2010 08:13:16 +1300 From: Bryan Michael Baldwin <baldwin.bryanmichael(a)gmail.com> Subject: Re: [otrs] ITSM otrs To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <1265224396.27750.19.camel(a)localhost.localdomain> Content-Type: text/plain; charset="UTF-8" On Wed, 2010-02-03 at 14:13 +0000, rajesh kodali wrote: > Hi, > > I am new to OTRS trying ITSM module. I am looking at suggestions, how > to get all the assets mapped to OTRS and I could not understand how to > add "functionality" which is there in [ General Catalog > Management ]class. Business asset records can be created in the Config Item section (selected at the top of the OTRS screen), and item configuration classes can be added/edited from the General Catalog hyperlink under Admin. Have you also installed the ITSMConfigurationManagement module in Package Manager? Bryan ------------------------------ Message: 2 Date: Wed, 3 Feb 2010 16:35:47 -0500 From: "Eric Banks" <ebanks(a)lifeshare.cc> Subject: [otrs] Shifting Customer Page To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <4AB7B1479971BB4DB8BD1BD053605C3B0309EC7D(a)ls-exchange2.lifeshare.lcbb> Content-Type: text/plain; charset="us-ascii" I'm pretty sure this is an easy fix, but I am not sure what file it is in. I want to shift the whole customer page to the right some, so there is equal amount of white space on both sides. Is this possible? If so what file do I edit? Thanks in advance

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AgentTicketPhoneNew - Default Queue
by Johannes Grimm 08 Feb '10

08 Feb '10

Hi List, is there a possibility to have a preselected queue in the from field, while creating a new telephone or email ticket?? I have already reviewed all the sysconfig ticket objects, but i cannot find such an option. regards johannes

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Questions
by Nuno Ranito 08 Feb '10

08 Feb '10

Hello I'm starting to use OTRS, and I'm configuring the system. I have a few questions, in which I hope you can help. 1) how I set the time between pending auto close and close? 2) what is the diference between internal and external note? The external note does not count as a response, correct? 3) how do I create a state, in which I ask a follow up to a client, and if that client does not answer in some time, triggers a automatic close? None of the default states does this, right? 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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