March 2010 - otrs - OTRS mailing lists

Display Queue and Status of Linked Items
by Justin Noel 09 Mar '10

09 Mar '10

Here is another FYI tip and a methodology question. In the Ticket Zoom view, we quite often have Linked items (Parent tickets, Child tickets, Normal, etc). Unfortunately, the default view simply shows the ticket number of those linked objects. To get any information about those linked objects, you actually have to click on them. This is a big productivity drain for our group. In order to know what to do with a parent ticket, they need to know the status of all child tickets. So, they are forced to click into each child and back to the parent over and over. Once they finally know the status of all the child tickets, they can set the state of the parent. Needless to say, that wastes lots of time and causes the occasional accident where someone is still on a child when they change the status of what they THINK is the parent. I've solved this problem by modifying Kernel/Output/HTML/LinkObjectTicket.pm to display not just the ticket number, but also the queue and ticket status of any linked objects. File : Kernel/Output/HTML/LinkObjectTicket.pm Function : TableCreateSimple Lines : Starting at 324 Original: --------------------------------------------- # define item data my %Item = ( Type => 'Link', Content => 'T:' . $Ticket->{TicketNumber}, Title => "$TicketHook$Ticket->{TicketNumber}: $Ticket->{Title}", Link => '$Env{"Baselink"}Action=AgentTicketZoom&TicketID=' . $TicketID, Css => $Css, --------------------------------------------- New : --------------------------------------------- # define item data my %Item = ( Type => 'Link', Content => $Ticket->{TicketNumber} . ' - ' . $Ticket->{Queue} . ' : ' . $Ticket->{State};, Title => "$TicketHook$Ticket->{TicketNumber}: $Ticket->{Title}", Link => '$Env{"Baselink"}Action=AgentTicketZoom&TicketID=' . $TicketID, Css => $Css, ); --------------------------------------------- Okay, that was a lot of explanation and code. Now, I have a question. Am I going about these changes properly? When working with .dtl template files, it's easy to ensure they aren't overridden by updates / upgrades because I put them in my own template directory. However, LinkObjectTicket.pm is a core file. The next time I upgrade, those changes will get overridden. Is there any way for me to create changes like this and ensure they are blown out by the next update? Is there some way to extend each file so that I simply override the functionality similar to the OOO approach? Thanks, Justin Noel Calendee LLC <http://www.calendee.com>

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No Rich Text Editor on Notification (Event)
by Richard Bartlett 09 Mar '10

09 Mar '10

All, I previously sent a post about missing customer notificiations (http://lists.otrs.org/pipermail/otrs/2010-March/031263.html) but no-one was able to help. I've been able to setup a notification (event) object which does what I want (notification to the customer that their ticket has changed status), but those responses (unlike the auto-responses and all agent notification events) go out as plain text. There is no RTF editor on the notification (event) screen (see http://hostname/otrs/index.pl?Action=AdminNotificationEvent) and I've not been able to find a way to enable it. The global setting for this (Config Options: Framework -> Core::Web -> Frontend::RichText) only refers to "article, salutation, signature, standard_response, auto_response, notification", and not "notification (event)". If anyone knows where the customer notifications went (which I suspect would be RTF if enabled) or how to enable the RTF and the editor for the new notification (event) objects I'd appreciate any help you can give. Regards -- Richard Bartlett (Computer Officer) University of Cambridge Institute of Continuing Education, # 01223 (7)46240

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Inline rather than attachments
by Marretta, Rosanna 09 Mar '10

09 Mar '10

Hello all, I am trying to use the inline rather than attachments on a call. I've noticed that setting the AttachmentDownloadType (Core::Web) to 'inline' only works if I set the PostmasterAutoHTML2Text (Core::Postmaster) to 'No'. But when I log a call I receive an email showing the message I've just sent, but it shows me html code rather than my message in the body. Is this how it's supposed to work?? Example of what I receive: Thank you for your support request. A new ticket has been created. You wrote: <snip> <html xmlns:v="urn:schemas-microsoft-com:vml" xmlns:o="urn:schemas-microsoft-com:office:office" xmlns:w="urn:schemas-microsoft-com:office:word" xmlns:m="http://schemas.microsoft.com/office/2004/12/omml" xmlns="http://www.w3.org/TR/REC-html40"> </snip> Your request will be actioned as soon as possible.

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mail delivery failed
by Guy Baxter 09 Mar '10

09 Mar '10

Hi, I am testing otrs at the moment. After logging into the admin account i noticed thousnads of these messages: This message was created automatically by mail delivery software. A message that you sent could not be delivered to one or more of its recipients. This is a permanent error. The following address(es) failed: root@localhost retry timeout exceeded ------ This is a copy of the message, including all the headers. ------ Return-path: <otrs(a)otrs.blackpoolsixth.ac.uk> Received: from otrs by otrs.blackpoolsixth.ac.uk with local (Exim 4.69) (envelope-from <otrs(a)otrs.blackpoolsixth.ac.uk>) id 1Now0n-0006s7-3L for root@localhost; Tue, 09 Mar 2010 09:46:01 +0000 From: root(a)otrs.blackpoolsixth.ac.uk (Cron Daemon) To: root@localhost Subject: Cron <otrs@otrs> /usr/bin/fetchmail -a --ssl >> /dev/null Content-Type: text/plain; charset=UTF-8 Auto-Submitted: auto-generated X-Cron-Env: <MAILTO=root@localhost> X-Cron-Env: <SHELL=/bin/sh> X-Cron-Env: <HOME=/opt/otrs> X-Cron-Env: <PATH=/usr/bin:/bin> X-Cron-Env: <LOGNAME=otrs> X-Cron-Env: <USER=otrs> Message-Id: <E1Now0n-0006s7-3L(a)otrs.blackpoolsixth.ac.uk> Sender: CronDaemon <otrs(a)otrs.blackpoolsixth.ac.uk> Date: Tue, 09 Mar 2010 09:46:01 +0000 File /opt/otrs/.fetchmailrc must have no more than -rwx------ (0700) permissions. Is there any way to resolve it? Any help appreciated, Thanks, Guy. This email and any attachments are confidential and are intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone. Please contact the sender if you believe you have received this email in error. Emails are not secure and cannot be guaranteed to be free of errors or viruses. It is your responsibility to scan emails and attachments for viruses before opening them. Any views or opinions expressed are solely those of the author and do not necessarily represent those of The Blackpool Sixth Form College. ##################################################################################### Scanned by MailMarshal - Marshal's comprehensive email content security solution. Download a free evaluation of MailMarshal at www.marshal.com #####################################################################################

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How to make Report - Queue, Ticket, Reply?
by Amit Sharma 09 Mar '10

09 Mar '10

Hi I am trying to make a report from OTRS DB/ Stats. For a particular queue in a particular date range what was the issues reported by customer and what was its answer by the agent. I am table to find the table in which customer issue is logged with ticket number and auto acknowledgment text. But unable to find agents answers. Please help. regards, amit Your Mail works best with the New Yahoo Optimized IE8. Get it NOW! http://downloads.yahoo.com/in/internetexplorer/

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Question about dashboard: New Tickets vs Open Tickets
by Shane Presley 09 Mar '10

09 Mar '10

I've installed OTRS to demo it for a help desk app. Installed and running fine -- great documentation! One question question (more to come I'm sure).. What's the difference in the dashboard of New Tickets vs Open Tickets? When I create a new phone-ticket it shows up in the "Open Tickets/Need to be answered" section, which is fine. But nothing ever shows up in the New Tickets section. Just curious what that's for? Shane

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CTI Integration -> New Ticket & caller history
by Bill Matthews 09 Mar '10

09 Mar '10

Our call center product will capture the CustomerID of the caller. I've installed OTRS in our lab, and have been able to integrate it with our backend database. But right now it seems to be a two step process for agents.. 1) Create a new phone ticket 2) Click customer, enter the CustomerID At that point they get a new ticket screen for the caller, as well as the call history displayed at the bottom. That's exactly what we're looking for. Is it possible to get to that screen (a new ticket for CustomerID whatever), and the caller history..from a single step? Either a custom URL (where CustomerID is appended to the URL), or a single webpage that we could script? And yes -- we've contacted OTRS.com to discuss customization. But I'd like to see what I can do on my own. Thanks Bill

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Change (framework?) language
by Ivan De Masi 09 Mar '10

09 Mar '10

Hello, I've done an upgrade from 2.3.2 to 2.4.7 - so far everything is fine. Now I noticed that messages for events - moving a ticket into a different queue for expample - are sent in english, even the Agent has a german interface. Where can I change this behavior (of the framework?)? I copied the config.pm file when migrating and $Self->{'DefaultLanguage'} = 'de'; is still set to "de". Thanks! Regards, Ivan

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No Ticket in Autoanswer from specific queue
by Teun Ouwehand 09 Mar '10

09 Mar '10

I've created a webform wich send an mail with OTRS-headers to our supportbox. In the OTRS-Header we add an specific queue. The ticket will be created in the queue. So far so good. If you mail from your own mailclient to the support mail, we want an autoresponse with an link to our webform without a ticket number in the subject. The ticket needs to be closed after that. But when a ticket is created true the webform, people do need to be able to react from there mailcient, the ticket number should be in the subject. I couldn't find this in the documentation, and I don't know if it's possible. Thanks, Teun Ouwehand.

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FAQ module usage
by magicboiz 09 Mar '10

09 Mar '10

Hello all is possible to create a FAQ article directly from a Ticket Note (any special TicketType maybe....) ? Thx!

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