February 2010 - otrs - OTRS mailing lists

how to register a customer automatically?
by Enrique Madrid 04 Feb '10

04 Feb '10

Hi, is possible register a customer with its email as a user id, when a new ticket is queued? -- Enrique J. Madrid M. Telf. +51(1)9-9277-9074 / +51(1)461-7309 emadridm(a)gmail.com

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ACL takes no effect
by Ilya Kornev 04 Feb '10

04 Feb '10

Hi. Our agents need to have the Priority link in TicketZoom even if they're not owners of a ticket. I thought this ACL could help: # ticket acl $Self->{TicketAcl}->{'ACL-Priority'} = { # match properties Properties => { }, # return possible options (white list) Possible => { # possible ticket options (white list) Action => { AgentTicketPriority => 1, }, }, }; I inserted it to C:\OTRS\OTRS\Kernel\Config.pm just above the following line # ---------------------------------------------------- # # fs root directory saved the file and restarted Apache. However, when I logged to OTRS and zoomed into a ticket not owned by me, I didn't see Priority on the Actions pane. What am I missing? Thank you. Ilya

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Cc on notifications
by Lars Jørgensen 04 Feb '10

04 Feb '10

Hi, Somebody is going to make an app to get data out of OTRS when tickets changes. He would prefer to receive updates by mail. The easy way to do this would be to add a Cc to all notifications and direct that to an address read by the new app. Is this possible? -- Lars

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Icons on the NavBar of the Dashboard
by Lars Jørgensen 04 Feb '10

04 Feb '10

Hi, Is it possible to add icons to the NavBar on the Dashboard? Our agents would like to enter the search dialog directly from the dashboard. -- Lars Jørgensen Gyldendal IT Infrastruktur itlj(a)gyldendal.dk 33 75 57 95

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Priority sorting in Locked Tickets
by Lars Jørgensen 04 Feb '10

04 Feb '10

Hi, When I go to "locked tickets" to see all the tickets I am currently working on, I get options for sorting various columns in the small view (OTRS 2.4.6). Why can't I sort on priority? I thought this was the most obvious thing to do. -- Lars

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how to move a ticket into a queue based on the timezone
by ramana 04 Feb '10

04 Feb '10

Hi all, how to move a ticket into a queue based on the timezone from where the user has raised the request, let us say for example a user raises a trouble ticket from US (EST) the ticket should move to US (EST Timezone), he need not select the queue, if a user is opening a ticket from London it should move to UK Queue again the user need not select UK Queue Please help can any one resolve this. I am using OTRS 2.4.6 on fedora 11. Regards. Ramana

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Re: [otrs] Next and previous item : ala Outlook
by Martignier, Philippe 04 Feb '10

04 Feb '10

Nils, I would love to be able to order some specific development for our OTRS (I got so many demands :) The problem is .... the budget ... Even my own place is depending on the power of OTRS to resolve their needs ... So it is not possible now to think about that ... We are a big enterprise but we start little by little ... when OTRS will be the main tool for ticketing then the negociating will be different ... But for now it is as it is ... Cheers, 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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Next and previous item : ala Outlook
by Martignier, Philippe 03 Feb '10

03 Feb '10

Hi Here is a request from one of my agent. She would like to have two buttons when zooming on a ticket. One for going directly to the next ticket (ala Outlook, next item) One for going directly to the previous ticket (previous item) These next and previous button in Outlook are represented by blue arrows. Do you know if it is possible to do it in OTRS? Many thanks 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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Groups of customers
by Martignier, Philippe 03 Feb '10

03 Feb '10

Hi there, My agents are still always asking for outlook features ... For example, they need group address .... We have a ldap connection for customers, agents, internal generic mailboxes .... Agents would like to have a feature to make group of "customers" (can be internal addresses, generic mailboxes and so on). I know there is a company feature inside OTRS, but I don't think it will do the trick. (as we have a LDAP connection) Is there a way to make group of users ??? Many thanks ... 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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Shifting Customer Page
by Eric Banks 03 Feb '10

03 Feb '10

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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