June 2010 - otrs - OTRS mailing lists

ssl certificate
by Alessandro d'Ambrosio 22 Jun '10

22 Jun '10

Hi, i've installed my OTRS in a Windows Server machine. I would like to perform Customer Authentication through Radius and I would like to install a SSL certificate to use https protocol during login phase to increase security. Which certificate I need? Can I buy a QuickSSL certificate? Thanks, Alessandro

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Question on queue and ticket escalation from an OTRS newbie
by vikram.melonfire＠googlemail.com 21 Jun '10

21 Jun '10

Hello all I am new to OTRS so please bear with me if this is a silly question! When configuring a new queue, I can see options for escalation - first response time and escalation - update time. My understanding of this is that if an agent does not respond to or update the ticket within the time specified in these options, he will get an email notification or reminder that the ticket is awaiting solution. Is this correct? If yes, then could you also let me know to whom the notification is sent? Does it go to all the members of the group that the queue is linked to? Example: If the queue ABC is linked to group users and a new ticket comes in today with escalation->first response time 24 hours, then if there is no response to the ticket within 24h, OTRS will send a reminder to all members of the users group. Is this right? My second question is: if as admin I add new agent accounts to OTRS, there is currently no email confirmation of the same sent to the agents. Is there a configuration option in OTRS so that it will send a notification or confirmation whenever a new agent account is added? Many thanks in advance, Vikram

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New answer into AgentTicketZoom
by Steve Durbin 21 Jun '10

21 Jun '10

>I want to add a new answer to the right panel of AgentTicketZoom (OTRS2.4.7+ITSM1.3). Currently, I have >email-answer and phone-answer. I want to add my custom-answer. >In order to try a test first, I'd use AgentTicketCompose.pm as a template and I created >AgentTicketComposeCustom.pm. I did modify AgentTicketZoom.pm and AgentTicketZoom.dtl There's no need to do this - just use the Admin->Responses to create your new response and attach it to the required queues with Responses<->Queue. Unless I'm misunderstanding your requirement? Cheers, -- Steve Durbin Group Manager: Applications Delivery/Cyfarwyddwr Grŵp: Trosglwyddo Rhaglenni Bridgend County Borough Council/Cyngor Bwrdeistref Sirol Pen-y-Bont ar Ogwr Tel/Rhif ffon: 01656 642113 Mob/ffon symudol: 07976 271559 Fax/Ffacs: 01656 642125 Web/We: http://www.bridgend.gov.uk E-mail may be automatically logged, monitored and/or recorded for legal purposes. Please do not print this email unless absolutely necessary. E-bost yn cael ei logio, ei monitro a/neu ei chofnodi yn awtomatig am resymau cyfreithiol Peidiwch ag argraffu’r neges e-bost hon oni bai fod hynny’n gwbl angenrheidiol. ________________________________________________________________________ This e-mail and any attachments transmitted with it represents the views of the individual(s) who sent them and should not be regarded as the official view of Bridgend County Borough Council. The contents are confidential and intended solely for the use of the addressee. If you have received it in error, please inform the system administrator on (+44) 01656 642111. This e-mail and any attachments have been scanned with 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________ Mae'r e-bost hwn ac unrhyw atodiadau a drosglwyddir gydag ef yn cynrychioli safbwyntiau'r unigolyn a'i anfonodd (unigolion a'u hanfonodd) ac ni ddylid eu hystyried fel safbwynt swyddogol Cyngor Bwrdeistref Sirol Pen-y-bont ar Ogwr. Mae'r cynnwys yn gyfrinachol ac wedi'i fwriadu ar gyfer y sawl y'i cyfeiriwyd ato yn unig. Os ydych wedi ei dderbyn mewn camgymeriad, rhowch wybod i weinyddwr y system ar (+44) 01656 642111. Mae'r e-bost hwn ac unrhyw atodiadau wedi cael eu sganio gyda 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________

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merged tickets still shown in AgentTicketQueue-view
by Jan.Dreyer＠bertelsmann.de 21 Jun '10

21 Jun '10

Hi, in a (heavily customized) installation we have the problem that merged tickets stay in AgentTicketQueue-view (with the "merged"-notice inside only). Do we need a special state for merged tickets to not show these? Or can I tweak this behaviour in preferences? OTRS 2.3.4 Greetings Jan Dreyer

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Mail Sending help
by Kevin Bednar 20 Jun '10

20 Jun '10

Hey all, just installed OTRS 2.4 and while the learning curve is quite large it seems like a very powerful system. I'm still in the process of configuring stuff and figuring out how things work, however I'm running into a problem. When creating a ticket by hand and trying to send I get the following: Message: Can't use from 'otrs@localhost': 550The address is not valid. Now, I went in and marked that user as 'invalid' and there is a email address created for the group I'm emailing from and that group shows up in the dropdown box when I create a 'email ticket'. I also use SMTP in the sendmail config since I'm on windows. Any idea where that root email address is hiding so I can change it and fix the issue? The docs are very sparse when it comes to how most of the email stuff works under windows. I assumed that the from email address would be the one for the group you select in the ticket creation but that doesnt seem to be the case. Also, I can't find where to change the length of time between mailbox checks. I know it defaults to every 5 mins but I dont know how to change that to something else. Any ideas? TIA for any help! Kevin

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Re: [otrs] OTRS 3 Beta Release Party!
by Mike Morris 18 Jun '10

18 Jun '10

> ------------------------------ > > Hi, > > On Jun 17, 2010, at 20:56 , Mike Morris wrote: > > > > I was going to ignore this since I assumed it would be in Germany... > but the word "Cupertino" happened to catch my eye. I am in San Jose > (just a few miles away) and would love to attend.... however, even as > I typed that sentence I just realized that, ironically, I will be in > Europe that week! I assume the party will be on the Beta release date > of 2 Aug? > > > > So, now I am thouroughly confused as to where and when you are? The > party will be on 02 AUG. Where will you be? Sorry; you're confused because I was confused :-) I will be somewhere in Europe; we will be in Germany several days, between July 26th and August 6th, but I don't know which cities or days yet. Bottom line, I won't be able to make it. I was temporarily very excited to think I could attend the Cupertino party, but I'll be gone. I'm excited about 3.0 though!!!

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Escalation tickets above the queue
by Ruslan Gavinov 18 Jun '10

18 Jun '10

Hi everyone! I need all escalation tickets to be shown above the queue. See attachment bellow. How can I do it? -- With best regards, Ruslan Gavinov

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Re: [otrs] OTRS 3 Beta Release Party!
by Mike Morris 18 Jun '10

18 Jun '10

I was going to ignore this since I assumed it would be in Germany... but the word "Cupertino" happened to catch my eye. I am in San Jose (just a few miles away) and would love to attend.... however, even as I typed that sentence I just realized that, ironically, I will be in Europe that week! I assume the party will be on the Beta release date of 2 Aug? DARN! On Thu, 2010-06-17 at 11:12 +0000, otrs-request(a)otrs.org wrote: > Message: 5 > Date: Thu, 17 Jun 2010 12:26:35 +0200 > From: Shawn Beasley <shawn.beasley(a)otrs.com> > Subject: [otrs] OTRS 3 Beta Release Party! > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: <F3D400BC-1DB0-4C04-8697-B17A368FFF5F(a)otrs.com> > Content-Type: text/plain; charset=iso-8859-1 > > Dear OTRS Community, > > We are researching the release party for the beta release of OTRS 3. The beta will be released on 02AUG10, and we are reaching out to all who would like to attend a release party to celebrate this milestone with us. The agenda for the party is in the works. We will release an agenda on the list and in the forum by Monday 21JUN10. Party is R.S.V.P. only, so that the party will be a success. I will transmit the address for R.S.V.P. later this day. The plan is simple: Meet, Greet, Test, Report and then enjoy the remainder of the time being around users sharing the same interest as you: OTRS. > > The release party will take place *most likely* in the area of Frankfurt, Germany and Cupertino, California. Any Ideas for a location that would be fun but practical? > > P.S. ... anyone looking to aid in the organization, please contact me directly. > P.P.S. ... the actual discussion should *probably* happen on the forum? What do you all think? http://forums.otrs.org/viewtopic.php?f=2&t=5062 > > -- > > Shawn Beasley > > Manager Community Marketing > > OTRS AG > Norsk-Data-Str 1 > 61352 Bad Homburg > Germany > > T: +49 (0) 9421 56818 330 > F: +49 (0) 9421 56818 18 > I: http://www.otrs.com/ > > Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 > Chairman: Burchard Steinbild, Managing Board: Andr? Mindermann

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which HTML article height is used (SysConfig) ?
by Alexander Halle 18 Jun '10

18 Jun '10

Hi, does somebody know the difference between the two SysConfig parameters HTMLArticleHeightDefault (100 pixel) and HTMLArticleHeightMax (2500 pixel) ? I wonder how OTRS decides which one to use ? Sometimes I have large scrolling windows (2500 pixel) and sometimes very small ones (100 pixel) which is very confusing. As a workaround I have set both parameters to the same value until I understand this feature. 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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Set Ticket Type in Bulk Actions?
by Karsten Heymann 17 Jun '10

17 Jun '10

Hello, am I right that it's currently not possible to set the ticket type in Bulk Actions? Yours Karsten

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