May 2010 - otrs - OTRS mailing lists

Re: [otrs] Insert FreeText on Bulk Actions View
by Carlos Andres Gallego 18 May '10

18 May '10

Hi Anyone can help me whit this question. TKS Cordialmente Carlos Andrés Gallego -----Mensaje original----- De: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] En nombre de Carlos Andres Gallego Enviado el: Lunes, 08 de Febrero de 2010 08:01 p.m. Para: User questions and discussions about OTRS. Asunto: [otrs] Insert FreeText on Bulk Actions View Hi Everyone, I try to insert a Free Text on the Bulk Action View, but I can't see the correct option. In the Frontend::Agent::Ticket::ViewBulk not appear the freetext modules. Any Idea. TKS Carlos G. --------------------------------------------------------------------- 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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How can we set default search template for all agents?
by Edmond Chan 18 May '10

18 May '10

Hi all, Can we set default search template for all agents? Most of agents need search template likes "my open tickets", "my tickets closed recently" etc. Can we set some default search templates for all agents and don't allow agents to modify those default templates? Thank you! -- Best regards, Edmond Chan

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Re: [otrs] Modifying label and display order of default ticket
by Martignier, Philippe 17 May '10

17 May '10

Hi, The theme will help you to reorganize the fields on the screen. Just follow what is explained here: http://doc.otrs.org/2.4/en/html/c2079.html ;) Phil 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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Problem with Backup under XP
by jverhoeff＠beckhoff.nl 17 May '10

17 May '10

Hi , I try to backup the OTRS database with the script backup.pl But I get the following error: C:\Program Files\OTRS\StrawberryPerl\perl\bin>perl "c:\Program Files\OTRS\OTRS\scripts\backup.pl" -d c:\backup_OTRS 'which' is not recognized as an internal or external command, operable program or batch file. ERROR: Can't locate cp! - What do I wrong here? - What is the best way to backup the OTRS database? Thanks and Best Regards, <<OTRS backup error.txt>> Jurjen Verhoeff Beckhoff.nl / IAL phone: 023 518 5140 fax: 023 518 5141 <http://www.beckhoff.nl/> <mailto:jverhoeff@beckhoff.nl> __________________________________________________________________ In 3 stappen aan de slag met EtherCAT ! | <www.beckhoff.nl/3.htm <http://www.beckhoff.nl/3.htm> > Een snel en eenvoudig stappenplan voor kennismaking en evaluatie __________________________________________________________________ P Please consider the environment before printing this e-mail

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Google Calendar integration?
by Mike Dent 17 May '10

17 May '10

Just wondering if there has been any further work over the past couple of years of integrating OTRS with google calendar? I'd like to be able to easily assign a ticket to a date and time and put it in google calendar. Thanks Mike

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Re: [otrs] Accounted Time set via postmaster filters?
by TechFan 15 May '10

15 May '10

I did figure out how to use the postmaster filter with RegEx and get a least a variable. I did find a couple limitations. I was not able to use the Body field twice in a single rule. I was trying to get C:(test@domain.com) and C:(test)@guamsda.com both from searching the body, but the rule wouldn't allow it. I am not sure if there is another way to get two variables with one rule from one "header"? I was also wondering what syntax would be for having the regex work in multiline mode. . .so ^ matches the first position of every line instead of just the first line of Body. . . In the process it seems I discovered a bug?? I set the customerID and customer User X-header tags and the ticket shows the correct info. But, the little box on the right that shows how many tickets are open for a customerID does not reflect tickets that have had the customerID changed in this way. If I open the customerID by clicking on the customer ID link up above also does not show these tickets, but if I login as the customer themselves via the customer web interface, all the tickets show. I am not sure what is different, but it sure seems they should show there (yes, I did set them to open as well). I still don't see a header that can set the Accounted time. . .hopefully there is a way. Thanks. ----- Original Message ----- From: TechFan <lists.sf.net(a)ourholm.net> To: otrs(a)otrs.org Sent: Friday, May 07, 2010 12:11:40 PM Subject: [otrs] Accounted Time set via postmaster filters? > Hello all, > > We are implementing OTRS for our support department. We are very > dependent on tracking issues and responding via email. We have set up > some filters that allow us to update a ticket's status with an email > response, but I am hoping to be able to do more. > > Is there a Header that can be set somehow that will automatically add to > the Accounted time when a response is received via email? > > I would like to be able to add time to the ticket accounted time by > putting some value in an email response. > > I don't see any headers in the postmaster filter (2.4.7 on windows) that > can be set to accomplish this. Is there a hidden filter that can be set? > > In a related question, I am hoping to set the owner of new tickets > created via email by putting the information in the body of the email. I > do not see a way to use a value found by a filter as the data for the > X-header I am trying to set. Is this possible? > > Thanks a lot! > --------------------------------------------------------------------- > 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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Installing phpmyadmin on windows install?
by TechFan 15 May '10

15 May '10

If I want to install phpmyadmin on the windows install of otrs 2.4.7. . .where do I put the folder? I put it under cgi-bin and it gives Internal server error. If I put it under the main htdocs, then it just displays the text of the php files. . .probably just an apache understanding issue, but thought I would ask. Thanks.

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How to use AND condition in Postmaster Filter
by Amit Sharma 15 May '10

15 May '10

Hi, Please help me putting AND condition in Postmaster Filter. I would like to put a filter, for example: From: foo(a)foo.com Subject: Hello Subject: World Now when i put this in filter and save, it ignores Subject: World and just keeps from: foo(a)foo.com Subject: Hello I would like to filter any ticket that comes from foo(a)foo.com and has Hello AND World in it. If any ticket has From:foo@foo.com and has Subject:Hello, it should not match. Idea is to match occurrence of two words (AND condition) in subject line. Hello and World both in subject should be matched. Please help. regards, amit ((otrs)) 2.4.7, Linux version

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How to enable fetchmail by Gmail POP or IMAP?
by Dai Nish 14 May '10

14 May '10

I have configured proper Gmail POP and IMAP server settings and tested them one at a time, but OTRS could not connect to either. I have no clue what was wrong with my settings. What I have done in my Postmaster Mail Account include: - Entered my Gmail username and password - Entered pop.gmail.com in the Host field - Set a queue - Clicked on Run Now - Received cannot connect to the POP server error message Please post solutions for me. Regards, Dee

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Using ACLs to control default note text
by johnbarratt＠mail.com 14 May '10

14 May '10

Is it possible to use ACLs to make the default note text for new telephone tickets different depending on the group that the user is a member of? At the moment I have our test system set up so that an ACL controls the list of available queues, next ticket states and priorities based on the user's group, but I can't find any refernce to controlling the content of the body text using ACLs. We want to do this so that we can get a different list of questions to be asked in a new ticket template depending on the product being supported. Thanks in advance for any ideas. Regards, John Barratt

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