March 2010 - otrs - OTRS mailing lists

RSS on FAQ
by Marco Vannini 30 Mar '10

30 Mar '10

Hi all, I'm loosing something but I'm not able to find anything that will permit me to enable RSS to FAQs. Is it a free/additional module or (the one in faq.otrs.org) it is customized ? Thank you in advance. MV

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how to reduce Postmaster default poll interval
by shiva krishna 30 Mar '10

30 Mar '10

Hi, I am using otrs 2.4.7 on windows OS and i am using postmaster mail account to generate tickets but it is taking 10 min to generate tickets for received mails i have tried changing time interval to 1 min by making changes in OTRS\var\cron\postmaster_mailbox.dist file but no luck can any one guide me step by step...where to make the changes to poll postmaster mail in every one min interval. Regards, -- G.Siva Krishna

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Customer interface
by A.Richetti 30 Mar '10

30 Mar '10

Hi to everybody. I'm valuating otrs as the appropriate tool for my company. I've installed it, configured and everything works well. I can create queues, customers, and tickets but now I need to change the default customer interface. I 'm requested to create a customer interface where the customer of a company could see the list of open tickets but not view the content of them. It's possible to do this kind of operation ? Could you be so kind to give me any hint or suggestion related to. I've read most of the faq but I wasn't able to find a solution, yet. If this is not possible, it would be ok for me to add some graph related to queue usage but this seems to be even more complicated. //Any help would be greatly appreciated. Thank you in advance. Alessandra Richetti

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Changing ticket type
by Claudio Tassini 30 Mar '10

30 Mar '10

Hi guys, i've searched the mailing list archive but I couldn't find an answer to this. Is it possible to change the "Type" of a ticket (obviously after enabling Ticket::Type: ) . It would be useful because sometimes customers make requests as "incident" when they are "Service Request", and I need to set specific notifications in this case. Many thanks in advance! -- Claudio Tassini

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missing customer notifications
by patrick.dillon＠aleris.com 30 Mar '10

30 Mar '10

All, We are running 2.3.4 with 1.3 ITSM installed. I have some custom built autoresponses that should be sent to the customer when a ticket is created. This used to work, but I'm afraid I have turned off a flag somewhere and the notifications to the customer have stopped. Messages to agents on new ticket creation are delivered without problem or delay, and I have added the default 'We've received your ticket request' notification, which also delivers flawlessly. All autoresponses use known good email addresses and all are set up as "Valid" in the configuration file. I think I've looked everywhere, but I cannot find any trigger or setting that would stop this custom response from being sent. The non-delivery issue is a problem across all 4 of our custom autoresponse docs. I have made one of the existing responses invalid and created a new autoresponse doc and associated the new autoresponse doc with the primary service desk queue, but no luck. Does anyone have any suggestions on how to fix this or where to look? I would make the assumption that my documents were bad, but they all stopped delivering at the same time and they worked without problems for several months. Thanks very much, Patrick Dillon Aleris International Inc.

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How to set and activate a Freetime-Value for a new incoming email-ticket
by Konrad, Reinhard 30 Mar '10

30 Mar '10

Hello folks, can someone explane me the best way to set automatically a freetime-field at a value predefined as "now" + 3 days for a incoming new emailticket? Maybe this can be done with a match-prefiltermodule, but I don't know how I can ensure that only for a new Ticket this value will be set? I have to ensure that the freetime-value would not get changed on a reply-mail for example. Also I'm not good in perl expressions, so it will be great if you can give me support how the expression looks like, to set the Freetime-value to a date for "now + 3 days" Thanks a lot, geetings Reinhard Konrad IT- Systemtechnik ___________________________________ Rudolf Ölz Meisterbäcker GmbH A-6850 Dornbirn, Achstraße 9 Tel. +43 / 5572 / 3840-176, Fax DW 8176 FN 68010 s beim Landesgericht Feldkirch UID-Nr. ATU 36157706, DVR-Nr. 6866 mailto:reinhard.konrad@oelz.com www.oelz.com<http://www.oelz.com>

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Question about code of dtl files
by Martignier, Philippe 30 Mar '10

30 Mar '10

Hi there, I am into trying to test the themes creation. I want to show several freetext for a theme "Finance" and other to a theme "Customer Service" Here is the code concerned:  <tr> <td class="contentkey">$Data{"TicketFreeKeyField"}:</td> <td class="contentvalue">$Data{"TicketFreeTextField"}</td> </tr>  # # <tr> # <td class="contentkey">$Data{"TicketFreeKeyField1"}:</td> # <td class="contentvalue">$Data{"TicketFreeTextField1"}</td> # </tr> # # # <tr> # <td class="contentkey">$Data{"TicketFreeKeyField2"}:</td> # <td class="contentvalue">$Data{"TicketFreeTextField2"}</td> # </tr> # Looks like I have to do that if I want to show only FreeText1 and FreeText2 to the theme I working on: # # <tr> # <td class="contentkey">$Data{"TicketFreeKeyField"}:</td> # <td class="contentvalue">$Data{"TicketFreeTextField"}</td> # </tr> #  <tr> <td class="contentkey">$Data{"TicketFreeKeyField1"}:</td> <td class="contentvalue">$Data{"TicketFreeTextField1"}</td> </tr>   <tr> <td class="contentkey">$Data{"TicketFreeKeyField2"}:</td> <td class="contentvalue">$Data{"TicketFreeTextField2"}</td> </tr>  Can please somebody confirm before I do something wrong? Thanks PHil 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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¿Change Management? Here it is an idea
by Luis Daniel Lucio Quiroz 30 Mar '10

30 Mar '10

Hi otrses, Well, after thinking how to add change management into OTRS I got an Idea. I dont have enough perl skills. I was wondering to set a new type of CI's, let's say directory or file type. Each dir or file is linked to a file in a server: server:/path/file with a cron and a SVN, we could track then changes and upload them in auto witouth sysadmins care. This is the basic idea, what do you think? LD

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Customers cannot view their tickets
by JEWETT Boyd 30 Mar '10

30 Mar '10

I have some customers who are getting the following error when attempting to open tickets they have open. Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. Please contact the server administrator, boyd.jewett(a)swift.com and inform them of the time the error occurred, and anything you might have done that may have caused the error. More information about this error may be available in the server error log. _____ Apache/2.0.63 (Unix) mod_ssl/2.0.63 OpenSSL/0.9.7d DAV/2 Server at webserver.domain.name.com Port 443 However, when they hit F5 to refresh the screen the ticket shows up correctly and the agents were always able to see the ticket with no issues. This is a very intermittent issue and only happens less than 1% or the time. Can someone please point me in the correct direction to get this resolved? Thank you. With regards, Boyd JEWETT

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Re: [otrs] Customer module and viruses
by Martignier, Philippe 29 Mar '10

29 Mar '10

Thanks Anton, But this will make the customer module unusable in our point of view. What's the point to have a dedicated interface if we are not able to filter virus from it? If customers have to use regular mails to send attachments they wont use the customer module ... Any other "ideas" ? :) Thanks 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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