June 2010 - otrs - OTRS mailing lists

Re: [otrs] report of time per agent // outside reporting
by Alejandra Piedra 03 Jun '10

03 Jun '10

Hi Atanas I just have one question regarding a certain section of your code, which I've already seen in the other Static stat from OTRS. What does this do? # get current time my ($s, $m, $h, $D, $M, $Y); my ($Ymin, $Ymax, $Select, %Agents, @row); ($s, $m, $h, $D, $M, $Y) = $Self->{TimeObject}->SystemTime2Date( SystemTime => $Self->{TimeObject}->SystemTime(), ); # get one month before if ($M == 1) { $M = 12; $Y = $Y - 1; } else { $M = $M -1; } Thanks and regards María Alejandra Piedra Unidad de Informática y Sistemas de Información IICA (506) 2216-0171 Alejandra.Piedra(a)iica.int<mailto:Alejandra.Piedra@iica.int>

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OTRS ACL - Relating Ticket Types with Services
by Murilo Moreira de Oliveira 03 Jun '10

03 Jun '10

Hello folks! I'm evaluating OTRS and I'd like to know if it is possible to present different services for my clients depending on the ticket type selected on customer frontend (customer.pl). I've already worked on an ACL that relates Queues and Services, but I don't know what is the syntax to match ticket types. Remember that I want an ACL that applies on tickets not yet created (the ACL must work when tickets are been created). Follow the code I've tried to use, unsuccessfully. $Self->{TicketAcl}->{'ACL-RelationTypeService1'} = { # match properties Properties => { Frontend => { Action => ['AgentTicketPhone', 'AgentTicketEmail', 'CustomerTicketMessage'], }, Type=> { Name => ['Incident'], }, # I tried the options bellow too and nothing happens! # Ticket => { # Type => ['Incident'], # }, # TicketType => { # Name => ['Incident'], # }, }, # return possible options (white list) Possible => { Ticket => { Service => ['SAP System'], }, }, };

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case worker/supportworker name field in dashboard
by Stian Antonsen 03 Jun '10

03 Jun '10

Hi, I was wondering if it is possible to add case worker name field in dashboard view(easier to see who is working on a case) Best regards Stian antonsen

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Re: [otrs] otrs Digest, Vol 21, Issue 12
by mrembas＠truecom.pl 03 Jun '10

03 Jun '10

W dniach 03-06 czerwca b.r jestem niedostępna. W przypadku zgłoszeń serwisowych proszę kierować je na adres: it(a)truecom.pl. Pozdrawiam Małgorzata Rembas

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how to set up a default queue
by Silver springs 03 Jun '10

03 Jun '10

Hi All. How do I make a single queue to a default queue in the customer portal of OTRS ? When a customer logs in , they should see one and only that queue. Winter.

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Re: [otrs] otrs Digest, Vol 21, Issue 11
by mrembas＠truecom.pl 03 Jun '10

03 Jun '10

W dniach 03-06 czerwca b.r jestem niedostępna. W przypadku zgłoszeń serwisowych proszę kierować je na adres: it(a)truecom.pl. Pozdrawiam Małgorzata Rembas

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httpd.exe goes haywire
by Sune T. Tougaard 03 Jun '10

03 Jun '10

Hi list. I'm running 2.4.7 on a windows platform (2008r2). Every now and then (5-10 times a day), a httpd.exe process goes haywire bringing all other processes to a halt. I see the apache log files filling up with thousands and thousands of lines like these: [Thu Jun 3 02:09:37 2010] -e: Malformed UTF-8 character (UTF-16 surrogate 0xda2b) in substitution (s///) at C:/Apps/otrs//Kernel/Output/HTML/OutputFilterTextURL.pm line 46. [Thu Jun 3 02:09:37 2010] -e: Malformed UTF-8 character (UTF-16 surrogate 0xda2b) in substitution (s///) at C:/Apps/otrs//Kernel/Output/HTML/OutputFilterTextURL.pm line 46. The file is not always the same. /Kernel/Output/HTML/Layout.pm line 1805. /Kernel/Modules/AgentTicketAttachment.pm line 173. /Kernel/System/HTMLUtils.pm line 779. This is a newly upgraded system running without other issues. I'm not sure what to look for or at. Any ideas? Thanks. -- /Sune T.

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Change the "type" field
by Anders.Bakke＠hibu.no 03 Jun '10

03 Jun '10

Hi :) We want to change the name of the "type" field when customers register a new ticket. Is it possible to name this field something else than "type"? And if yes.. How? Vennlig hilsen / Kind regards Anders Bakke [cid:image001.png@01CB02FD.D54EE510] 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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Re: [otrs] otrs Digest, Vol 21, Issue 10
by mrembas＠truecom.pl 03 Jun '10

03 Jun '10

W dniach 03-06 czerwca b.r jestem niedostępna. W przypadku zgłoszeń serwisowych proszę kierować je na adres: it(a)truecom.pl. Pozdrawiam Małgorzata Rembas

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Search providers in Internet Explorer
by Sune T. Tougaard 03 Jun '10

03 Jun '10

Hi list, Using Internet Explorer, seem to have a problem with the search providers in otrs 2.4.7. If using Firefox, they work just fine. Trying to use them from IE gives an error message: "Internet Explorer could not search using this search provider. There was a problem with the search providers information." Any known workarounds? Thanks. -- /Sune T.

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