April 2010 - otrs - OTRS mailing lists

asking for owner when adding a note
by Leonardo Certuche 29 Apr '10

29 Apr '10

Hi there, We just upgraded OTRS from 2.4.5 to 2.4.7, everything went smooth except one thing: When our agents click on Note they're being asked to choose a new owner of the ticket (on 2.4.5 they appeared on Note pre-selected as owners of their tickets) which it's kind of annoying for them, how can we avoid it? Thanks, Leonardo Certuche www.itconsultores.com.co

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how to handle customers without email adress ?
by Alexander Halle 29 Apr '10

29 Apr '10

Hi, OTRS doesn't allow to create customers without an email adress. I guess because it's used as a unique id. Does anybody know the supposed way to handle customers that only have a telephone number but no email adress ? Or can someone recommend a best practice ? Thanks in advance. Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 132/5889/0264, DE 814559152 Web: http://www.radprax.de

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Rich Text Editor for Notification Events
by Filipe Carreira 29 Apr '10

29 Apr '10

Hello all, Is there a way of enabling Rich Text Editor for Notification Events? I've been searching the configuration section at not avail. I'm using OTRS 2.4.7. Best Regards, Filipe

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OTRS wiki now in English
by Michiel Beijen 29 Apr '10

29 Apr '10

André Bauer kindly switched the wiki default language to English, so nothing should stop you from contributing! http://wiki.otrs-forum.de/index.php?title=Main_Page ((enjoy)) - Michiel Beijen R&D Follow me on Twitter: @otrsnl [https://twitter.com/otrsnl] OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial register: 10751, Tax ID: 003 240 97505 Chairman of the Board: Burchard Steinbild, Managing Board: André Mindermann (CEO), Martin Edenhofer On Thu, Apr 15, 2010 at 10:44 AM, Marco Vannini <marco.vannini(a)gmail.com>wrote: > o yes, but just a favor, could the menu be in english (at least) :D ;) > > thank you. > > > > > On Thu, Apr 15, 2010 at 10:37 AM, Michiel Beijen <michiel.beijen(a)otrs.com>wrote: > >> Hi all, >> >> Several people have been asking about installation of OTRS on Debian. I've >> now added Debian specific installation instructions to the wiki: >> >> >> http://wiki.otrs-forum.de/index.php?title=Installation_on_Debian_5.04_lenny >> >> So far, there are instructions for Ubuntu, and OpenSUSE available as well. >> If your favorite platform is missing, or if you think the existing >> instructions can be better, please feel free to add stuff to or modify the >> wiki! >> >> Also, in general, if you would have something interesting to share, please >> feel free to add it. Currently there's an English area: >> http://wiki.otrs-forum.de/index.php?title=English_Area >> >> but also French, Spanish, Italian and of course German are available, >> there is just not too much content yet :D >> >> ((enjoy)) >> - >> Michiel Beijen >> R&D >> >> Follow me on Twitter: @otrsnl [https://twitter.com/otrsnl] >> >> OTRS AG >> Norsk-Data-Str 1. >> 61352 Bad Homburg >> Germany >> >> T: +31 (0) 6457 42418 >> F: +49 (0) 9421 56818-18 >> I: http://www.otrs.com/ >> >> Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial >> register: 10751, Tax ID: 003 240 >> 97505 Chairman of the Board: Burchard Steinbild, Managing Board: André >> Mindermann (CEO), Martin Edenhofer >> >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> >> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >> http://www.otrs.com/en/support/enterprise-subscription/ >> > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ >

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regarding cron job
by An Me 29 Apr '10

29 Apr '10

Hi All, As I try to enable cron jobs in OTRS, the foll: error occurrs. an@an-desktop:/opt/otrs$ bin/Cron.sh start OTRS_USER as root Run this script just as OTRS user! Or use 'Cron.sh {start|stop|restart} OTRS_USER' as root! Regards, An

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accessing database via phpMyAdmin - password for otrs?
by Gregory Heffron 29 Apr '10

29 Apr '10

Does anyone know what the password for the 'otrs' user would be in phpMyAdmin. I know that it doesn't typically have a password, but phpMyAdmin seems to want one. Best, Greg

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Hi
by An Me 29 Apr '10

29 Apr '10

Hi All, I installed otrs in my system (Ubuntu) and after loggin in as adimn i made new queues.But later as I login as customer from the customer web interface,and try to make a new ticket, in the "To" drop down only the default queues (Junk,Raw..) are listed...and not the new queues. What can be the problem..please help. Regards, An

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Error attemping to create a ticket from customer frontend
by Armando Irazabal 29 Apr '10

29 Apr '10

Attemping to create a ticket from customer frontend we get the following error message Error: Need TicketID! Comentario: Determinar el origen: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Tue Apr 27 21:01:32 2010 Message: Need TicketID! Traceback (344): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.232.2.1) Line: 112 Module: Kernel::Modules::CustomerTicketMessage::Run (v1.47) Line: 371 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.41.2.1) Line: 852 Module: C:/OTRS/OTRS/bin/cgi-bin/customer.pl (v1.42) Line: 48

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customer ticket question
by Garren McKelvey 29 Apr '10

29 Apr '10

Hello, I'm trying to set up the customer login section of OTRS. I have customer accounts and I can log in with them. My concern is that they cannot see any agent created tickets. When agent tickets are made, the customerID code is put into the ticket automatically, and I have verified that the customerID code that is created and is accurate to the customer. But when I log in as the customer I can only see tickets that I created as the customer. Not as the agent. Does anyone have any idea what I may be doing wrong? -Garren McKelvey

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Can users approve a ticket by sending mail?
by Edmond Chan 29 Apr '10

29 Apr '10

Hi all, Can users approve a ticket by sending mail? I am trying to set up post master filter to let user approve ticket by replying mail. Can the following logic be implemented by post master filter? Seems logics in red are NOT supported by post master filter. Does it? If "From" of incoming mail is same with "<value of freetext1 field>@abc.com"and body includes "Approved"/"Reject", the decision field value of the ticket is changed to "approved"/"reject". Thank you! -- Best regards, Edmond Chan

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