May 2010 - otrs - OTRS mailing lists

folders default when logging in
by Stian Antonsen 31 May '10

31 May '10

Hi, I was wondering if it is possible to change to folder view when you log on in otrs as default instead of dashboard view M.V.H Stian-Andre Antonsen IKT-Konsulent Høgskolen i Harstad Tlf: 77058177 Mob: 95041223

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Connect Services to Customer Company
by Anders.Bakke＠hibu.no 31 May '10

31 May '10

Hi I got a lot of "services" I want to link to "Customer Company". How do you do that? Vennlig hilsen / Kind regards Anders Bakke [cid:image001.png@01CB00A0.65786EF0] It Konsulent / It consultant IT Drammen / IT Drammen ________________________________ Postboks 7053 N-3007 Drammen Anders.Bakke(a)hibu.no<mailto:Anders.Bakke@hibu.no%20> www.hibu.no<mailto:www.hibu.no%20> Dir. Mob. Tel. Fax. +47 32 20 64 99 +47 97 57 36 11 +47 32 20 64 00 +47 32 20 64 10

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How to restrict customer users to a single queue through customer portal
by Silver springs 31 May '10

31 May '10

Hi , Could anyone please help in the following issue ? I need to have customer users of the same company to have access to only one queue through the customer interface. I have tried the following steps but could not make it work . I know Im almost there but am missing something in the process. Steps : 1. Created a group for the customer users of the company. 2. Then created a queue and selected the newly created group for this queue. 3. Created a new customer user . 4. Newly created customer user is displayed in Customer User<>Groups. 5. In Customer User<> Group, selected the newly created user and gave permissions (RO, RW) to only the newly created group. ( Also selected group and enabled permissions to that newly created customer ). 6. Now logged into customer portal with the newly created customer credentials and when I tried to create a ticket, in 'To' drop down box, I see all the queues of my system where I shud only see that particular queue to which the group is assigned to. I need to restrict the customers to see only a single queue and not other queue's. Please help ! Thanks WInter

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Handling Customers w/ multiple emails...?
by Mike Morris 30 May '10

30 May '10

We've been using email addresses as customer IDs, which frequently leads to duplicate CustomerIDs for the same person if they have multiple email addresses. I see that this is a common issue, with a "bug" report filed: http://bugs.otrs.org/show_bug.cgi?id=3770 The bug includes a comment that: "a 'dirty' solution could be to store the userid and e-mail address in a new database and have the postmaster search field use that table. This is of course not optimal. " I'm willing to live with a sub-optimal solution, but I have no idea what this comments means :-) Can anyone elaborate? Thanks, Mike Morris The Music Place 1617 Willowhurst Avenue San Jose, CA 95125 (408) 445-ARTS (2787) ------------------------------------ Your Random Quote: I have never been so well pleased, as when I could shift power from my own, on[to] the sholders of others; nor have I ever been able to conceive how any rational being could propose happiness to himself from the exercise of power over others. - Thomas Jefferson, January 26, 1811, letter to Monsieur Destutt de Tracy ------------------------------------

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How to configure webmail in OTRS
by Siva Prasad 30 May '10

30 May '10

hi , I have OTRS 2.4.7 please let me know how can i configure webmail on OTRS. Thanks Siva Prasad

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Attachments in OTRS
by ravi shanker 30 May '10

30 May '10

Hi, Need help on attachmentsusing soap api.any example in any langauge would help. Regards Ravi Shankar

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newbe questions: Sort Tickets / Ticket Navigation, Change the Ticket Status, Search for forgotten Tickets, Color Schemes
by mb 29 May '10

29 May '10

Hi all, I am an otrs newbie evaluating it for about a month. Researching the online documentation doesn't answer the following questions: - What's the search order within the dash board / the ticket search page / the list of blocked tickets. Is there any way to change it (just by a click)? - I am linking tickets like a tree (parent / child). Is there any way to show all tickets linked to a specific root ticket / to display graphically the tree? - I found a way to move a ticket from "new" to "open" just by blocking / unblocking it, that's ok. What actions are necessary to move a ticket from "waiting" back to "open" - Is there any filter to see all unblocked tickets, i.e. "forgotten" tickets? - The color scheme for the ticket search page: The inverse headline isn't an eye catcher really, it's always the last line I am recognizing ... What other color scheme are available? Thanks for now mb I am using otrs 2.4.7 on a linux server

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ITSM configuration and best practices
by Jason B. Loven 29 May '10

29 May '10

So we've been using OTRS for several years for our ticketing system. It's been working very well for us and thank you to all the hard work by the developers! Is there a good resource for learning how to get started in setting up ITSM in general? I've read through the OTRS docs and have it installed but now I'm trying to determine how best to implement it as far as setting up the service catalog and various other components. Thank you, Jason Loven Manager - Technical Services Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: jloven(a)caisoft.com<mailto:jloven@caisoft.com> Web: http://www.caisoft.com/<blocked::http://www.cainetserv.com/>

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Problem creating ticket
by Nuno Miguel da Cruz Neves 28 May '10

28 May '10

Hello. I am installing a new OTRS machine, and for one user, the ticket request via web works as expected, but for another one, when he tries to create a new ticket (with the same exact type, To, Service and SLA), it gives an error "Can't get ArticleID from INSERT". The ticket, however, is created, but no email is sent. Both users belong to the same group and have access to the same services. Can anyone point out a solution? Thank you, Nuno

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Additional Dropdowns on Customer Interface
by Louis Becker 28 May '10

28 May '10

Dear All We would like to employ OTRS as an internal ticketing system for a telecoms network. For statistical purposes we would like to post tickets against specifics sites (locations with equipment). Is it possible (or can it easily be done) to add additional drop downs lists on the customer interface with location IDs? If possible, how? Louis DISCLAIMER This message is intended solely for the individual(s) and entity(s) to which it is addressed. It is confidential and may contain legally privileged information. Any unauthorized review, use, copying, storage, disclosure or distribution of this e-mail and any attachments is strictly prohibited. If you are not the named recipient or have otherwise received this communication in error, please destroy this message from your system and kindly notify the sender by e-mail.

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