July 2010 - otrs - OTRS mailing lists

Adding a new ticket creation screen
by McCarroll, Robert 26 Jul '10

26 Jul '10

Our call center supports two separate phone lines, and the information required for a request on one line is radically different from the information required on the other line. It has also been determined that we would like to retain the option of processing e-mail requests. As such I wanted to know if there was a way to either add an additional ticket creation screen which would have it's own template, or to have the ticket type determine which fields appeared and were required on the primary ticket creation screen. I have thusfar been unable to find any information which indicates either is possible without an expert understanding of perl, but I may have been looking in the wrong places. Robert McCarroll Systems Administration NYS Department of Civil Service

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No navigation bar
by Annika Liikanen 26 Jul '10

26 Jul '10

Hi! I have a strange problem with few agents. When they log in, there´s no navigation bar at all. There opens just Time Accounting page, but no navi bar, no icons. We all agents have the same rights, my account works. I made a new test account and it works too. Any ideas? -- Annika Liikanen www.onh.fi

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Want to know the feature of otrs 3 ASAP.
by Bhavik - Gmail 26 Jul '10

26 Jul '10

Mainly I need to know the Language supporting feature specially for Arabic. Regards, Bhavik Shah General Manager

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Re: [otrs] Agent user's manual
by Pradumna Maheshwari 26 Jul '10

26 Jul '10

Hello Michiel, Is there any updates on Agent manual? Is it present somewhere? Thanks- Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshwari(a)tcs.com Website: http://www.tcs.com ____________________________________________ Experience certainty. IT Services Business Solutions Outsourcing ____________________________________________ =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

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How to setup different Databases for OTRS?
by Michelle Konzack 25 Jul '10

25 Jul '10

Hello OTRS Experts. I try again OTRS but HOW CAN I USE different databases if I have only one admin Server? The server is <admin.tamay-dogan.net> and the main structure is /tdwave/abuse/otrs/ support/otrs/ /tdnet/abuse/otrs/ support/otrs/ /itsystems/support/otrs/ /electronica/support/otrs/ All 6 setups are accessibel but bow can I now use 6 seperated databases for it? Also /tdwave/abuse/otrs-web/ does not work. Note 1: <tdwave>, <tdnet>, <itsystems> and <electronica> are seperated enterprises which MUST have there own database. Note 2: More installations coming soon. (I need more then 30 databases) Thanks, Greetings and nice Day/Evening Michelle Konzack ----[ '/home_www_1/APACHE_available/admin.tamay-dogan.net' ]------------ <VirtualHost 192.168.0.69:80> ServerAdmin michelle.konzack(a)tamay-dogan.net ServerName admin.tamay-dogan.net DocumentRoot /home_www_1ONFIG_admin.tamay-dogan.net/htdocs <Directory /> Options FollowSymLinks Indexes AllowOverride None </Directory> # debug, info, notice, warn, error, crit, alert, emerg. LogLevel warn ErrorLog /home_www_1/CONFIG_admin.tamay-dogan.net/log/apache/error.log LogFormat "[%V] %p %h %l %u %t \"%r\" %>s %b \"%{Referer}i\" \"%{User-Agent}i\"" vhost CustomLog /home_www_1/CONFIG_admin.tamay-dogan.net/log/apache/access.log vhost ServerSignature On #################################################################### # added for OTRS (http://otrs.org/) #################################################################### # Global OTRS2 settings <IfModule mod_perl.c> SetHandler perl-script PerlResponseHandler ModPerl::Registry PerlOptions +ParseHeaders PerlOptions +SetupEnv </IfModule> # directory settings <Directory "/usr/share/otrs/bin/cgi-bin/"> AllowOverride None Options +ExecCGI -Includes Order allow,deny Allow from all </Directory> <Directory "/usr/share/otrs/var/httpd/htdocs/"> AllowOverride None Order allow,deny Allow from all </Directory> <IfModule mod_perl.c> # load all otrs modules Perlrequire /usr/share/otrs/scripts/apache2-perl-startup.pl # Apache::Reload - Reload Perl Modules when Changed on Disk PerlModule Apache2::Reload PerlInitHandler Apache2::Reload PerlModule Apache2::RequestRec </IfModule> #################################################################### # Setings for <abuse(a)tdwave.net> # agent, admin and customer frontend ScriptAlias /tdwave/abuse/otrs/ "/usr/share/otrs/bin/cgi-bin/" Alias /tdwave/abuse/otrs-web/ "/usr/share/otrs/var/httpd/htdocs/" # set mod_perl2 options <Location /tdwave/abuse/otrs> # ErrorDocument 403 /tdwave/abuse/otrs/customer.pl AllowOverride None ErrorDocument 403 /tdwave/abuse/otrs/index.pl ErrorDocument 404 /tdwave/abuse/otrs/index.pl Options +ExecCGI Order allow,deny Allow from all <IfModule mod_rewrite.c> RewriteEngine On RewriteCond /var/lib/otrs/httpd/htdocs/maintainance.html -l RewriteRule ^.*$ /tdwave/abuse/otrs-web/maintainance.html </IfModule> </Location> #################################################################### # Setings for <abuse(a)tamay-dogan.net> # agent, admin and customer frontend ScriptAlias /tdnet/abuse/otrs/ "/usr/share/otrs/bin/cgi-bin/" Alias /tdnet/abuse/otrs-web/ "/usr/share/otrs/var/httpd/htdocs/" # set mod_perl2 options <Location /tdnet/abuse/otrs> # ErrorDocument 403 /tdnet/abuse/otrs/customer.pl AllowOverride None ErrorDocument 403 /tdnet/abuse/otrs/index.pl ErrorDocument 404 /tdnet/abuse/otrs/index.pl Options +ExecCGI Order allow,deny Allow from all <IfModule mod_rewrite.c> RewriteEngine On RewriteCond /var/lib/otrs/httpd/htdocs/maintainance.html -l RewriteRule ^.*$ /tdnet/abuse/otrs-web/maintainance.html </IfModule> </Location> #################################################################### # Setings for <support(a)tdwave.net> # agent, admin and customer frontend ScriptAlias /tdwave/support/otrs/ "/usr/share/otrs/bin/cgi-bin/" Alias /tdwave/support/otrs-web/ "/usr/share/otrs/var/httpd/htdocs/" # set mod_perl2 options <Location /tdwave/support/otrs> # ErrorDocument 403 /tdwave/support/otrs/customer.pl AllowOverride None ErrorDocument 403 /tdwave/support/otrs/index.pl ErrorDocument 404 /tdwave/support/otrs/index.pl Options +ExecCGI Order allow,deny Allow from all <IfModule mod_rewrite.c> RewriteEngine On RewriteCond /var/lib/otrs/httpd/htdocs/maintainance.html -l RewriteRule ^.*$ /tdwave/support/otrs-web/maintainance.html </IfModule> </Location> #################################################################### # Setings for <support(a)tamay-dogan.net> # agent, admin and customer frontend ScriptAlias /tdnet/support/otrs/ "/usr/share/otrs/bin/cgi-bin/" Alias /tdnet/support/otrs-web/ "/usr/share/otrs/var/httpd/htdocs/" # set mod_perl2 options <Location /tdnet/support/otrs> # ErrorDocument 403 /tdnet/support/otrs/customer.pl AllowOverride None ErrorDocument 403 /tdnet/support/otrs/index.pl ErrorDocument 404 /tdnet/support/otrs/index.pl Options +ExecCGI Order allow,deny Allow from all <IfModule mod_rewrite.c> RewriteEngine On RewriteCond /var/lib/otrs/httpd/htdocs/maintainance.html -l RewriteRule ^.*$ /tdnet/support/otrs-web/maintainance.html </IfModule> </Location> #################################################################### # Setings for <support(a)itsystems.tamay-dogan.net> # agent, admin and customer frontend ScriptAlias /itsystems/support/otrs/ "/usr/share/otrs/bin/cgi-bin/" Alias /itsystems/support/otrs-web/ "/usr/share/otrs/var/httpd/htdocs/" # set mod_perl2 options <Location /itsystems/support/otrs> # ErrorDocument 403 /itsystems/support/otrs/customer.pl AllowOverride None ErrorDocument 403 /itsystems/support/otrs/index.pl ErrorDocument 404 /itsystems/support/otrs/index.pl Options +ExecCGI Order allow,deny Allow from all <IfModule mod_rewrite.c> RewriteEngine On RewriteCond /var/lib/otrs/httpd/htdocs/maintainance.html -l RewriteRule ^.*$ /itsystems/support/otrs-web/maintainance.html </IfModule> </Location> #################################################################### # Setings for <support(a)electronica.tamay-dogan.net> # agent, admin and customer frontend ScriptAlias /electronica/support/otrs/ "/usr/share/otrs/bin/cgi-bin/" Alias /electronica/support/otrs-web/ "/usr/share/otrs/var/httpd/htdocs/" # set mod_perl2 options <Location /electronica/support/otrs> # ErrorDocument 403 /electronica/support/otrs/customer.pl AllowOverride None ErrorDocument 403 /electronica/support/otrs/index.pl ErrorDocument 404 /electronica/support/otrs/index.pl Options +ExecCGI Order allow,deny Allow from all <IfModule mod_rewrite.c> RewriteEngine On RewriteCond /var/lib/otrs/httpd/htdocs/maintainance.html -l RewriteRule ^.*$ /electronica/support/otrs-web/maintainance.html </IfModule> </Location> #################################################################### </VirtualHost> ------------------------------------------------------------------------ -- ##################### Debian GNU/Linux Consultant ###################### Development of Intranet and Embedded Systems with Debian GNU/Linux itsystems@tdnet France EURL itsystems@tdnet UG (limited liability) Owner Michelle Konzack Owner Michelle Konzack Apt. 917 (homeoffice) 50, rue de Soultz Kinzigstraße 17 67100 Strasbourg/France 77694 Kehl/Germany Tel: +33-6-61925193 mobil Tel: +49-177-9351947 mobil Tel: +33-9-52705884 fix <http://www.itsystems.tamay-dogan.net/> <http://www.flexray4linux.org/> <http://www.debian.tamay-dogan.net/> <http://www.can4linux.org/> Jabber linux4michelle(a)jabber.ccc.de ICQ #328449886 Linux-User #280138 with the Linux Counter, http://counter.li.org/

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when is update time reached?
by Leonardo Certuche 24 Jul '10

24 Jul '10

Hello there, According to http://doc.otrs.org/2.4/en/html/x1184.html, update time for tickets is reached in the following conditions: Escalation - Update Time: If there is an article added, such as a follow-up > via e-mail or the customer portal, the escalation update time is reset. If > there is no customer contact, either email-external or phone, added to a > ticket before the time defined here expires, the ticket is escalated. Even though, after adding external notes, triggering notifications to the client or even recieving an update from him, the update time keeps showing on the screen. Any explanation about this topic is more than welcome Thanks, Leonardo Certuche www.itconsultores.com.co

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Ticket and FAQ linked
by Sérgio Cintra 24 Jul '10

24 Jul '10

Hi there How to disassociate a faq for a ticket? Many thanks. _________________________________________________________________ TRANSFORME SUAS FOTOS EM EMOTICONS PARA O MESSENGER. CLIQUE AQUI PARA COMEÇAR. http://ilm.windowslive.com.br/?ocid=ILM:Live:Hotmail:Tagline:senDimensao:TR…

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Document Management for ISO Managemet Systems,
by Luis Daniel Lucio Quiroz 24 Jul '10

24 Jul '10

HI all, As we know OTRS complies with itil/iso20000, the question here is if otrs has a module to manage also documents that iso needs, like quality manual and records and all stuff. The main idea is to have all in one tool and not to use many. thanx LD

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ticket creation date based on email send / receive date
by mb 24 Jul '10

24 Jul '10

Hi all, Once again: Is there any way to set the ticket creation date based on the email send / receive date. The reason behind: Sometimes the requests are sent to the wrong email box and moved / copied later to the otrs inbox. Therefore I'd like to use the send / receive date and not the fetch date. I appreciate any hint! Thanks mb

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Re: [otrs] Company Tickets
by Marco Vannini 23 Jul '10

23 Jul '10

Not really, it is used to see the tickets opened by client's coworker (that have the same companyid) Il giorno 23/lug/2010 18:15, "Sérgio Cintra" <scintra(a)hotmail.com> ha scritto: Hi there In customer.pl interface we have the CompanyTickets menu. Besides we have many tickets closed this menu doesn´t show anything. Is it for only open tickets? Best regards --------------------------------------------------------------------- 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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