July 2010 - otrs - OTRS mailing lists

Hide "Ticket type" when creating a new ticket
by Mickael MAINDRON 17 Jul '10

17 Jul '10

Hi All, After some searches i'm unable to find the answer to my question. So, maybe you can help me here ;-) When creating a new ticket, the support team select the right queue where the ticket has to be routed to in order to deal with the client's request. At the ticket's closing, for statistics and reporting purpose, I want that the support team defines what the root cause of the ticket really was. For that, i enabled "Ticket::Type" feature in "Core::Ticket", and allowed "TicketType" in "Ticket:Frontend::AgentTicketClose", and it works well. However, when creating a new ticket (in phone view), OTRS asks me to define the "Ticket Type" as a mandatory field. So, i would like to know if there is a way to hide (or disable) ticket type when creating a new ticket, while letting it appears when closing. Thanks in advance for your feedbacks. Regards, -- Mickael

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Service list in tickets does not show
by Rui Francisco 17 Jul '10

17 Jul '10

Hi, I was setting up a OTRS installation and in the tickets it was configured that when the owner changed it was also possible to change the service. Something i changed, made it disappear. What is the way to make it appear again ? Is it possible to make selection of services for agent restrictive (just some services per agent) ? Thanks Rui -- Rui Francisco Infraestruturas Aplicacionais | Applicational Infrastructures FCCN Av. Brasil,nº 101 1700-066 Lisboa - Portugal Telefone|Phone: +351 218440100; Fax: +351 218472167 http://www.fccn.pt ----------------------------------------------------- Aviso de Confidencialidade Esta mensagem é exclusivamente destinada ao seu destinatário, podendo conter informação CONFIDENCIAL, cuja divulgação está expressamente vedada nos termos da lei. Caso tenha recepcionado indevidamente esta mensagem, solicitamos-lhe que nos comunique esse mesmo facto por esta via ou para o telefone +351 218440100 devendo apagar o seu conteúdo de imediato. This message is intended exclusively for its addressee. It may contain CONFIDENTIAL information protected by law. If this message has been received by error, please notify us via e-mail or by telephone +351 218440100 and delete it immediately.

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Sharing tickets across customer users
by Taylor, Paul W [FIN] 17 Jul '10

17 Jul '10

Hi, I'm trying to get OTRS to allow customer users to share tickets in same group and eventually I will have two groups. I made the mysql db change per http://doc.otrs.org/2.4/en/html/x1801.html mysql> ALTER TABLE customer_user ADD customer_ids VARCHAR (250); Query OK, 1 rows affected (0.02 sec) Records: 1 Duplicates: 0 Warnings: 0 Here is my Config.pm file: [root@orca Kernel]# more Config.pm # -- # Kernel/Config.pm - Config file for OTRS kernel # Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ # -- # $Id: Config.pm.dist,v 1.21 2009/02/16 12:01:43 tr Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (AGPL). If you # did not receive this file, see http://www.gnu.org/licenses/agpl.txt. # -- # Note: # # -->> OTRS does have a lot of config settings. For more settings # (Notifications, Ticket::ViewAccelerator, Ticket::NumberGenerator, # LDAP, PostMaster, Session, Preferences, ...) see # Kernel/Config/Defaults.pm and copy your wanted lines into "this" # config file. This file will not be changed on update! # # -- package Kernel::Config; sub Load { my $Self = shift; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # Start of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # # DatabaseHost # (The database host.) $Self->{'DatabaseHost'} = 'localhost'; # Database # (The database name.) $Self->{'Database'} = 'otrs'; # DatabaseUser # (The database user.) $Self->{'DatabaseUser'} = 'otrs'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{'DatabasePw'} = '****************'; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{Da tabaseHost};"; # (The database DSN for PostgreSQL ==> more: "man DBD::Pg") # if you want to use a local socket connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; # if you want to use a tcpip connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{Databa seHost};"; # ---------------------------------------------------- # # fs root directory # ---------------------------------------------------- # $Self->{Home} = '/opt/otrs'; # ---------------------------------------------------- # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # ---------------------------------------------------- # # $Self->{SessionUseCookie} = 0; # $Self->{'CheckMXRecord'} = 1; # # My changes # Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http- link, readonly, http-link-target [ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var', '', 0 ], ], # # End My Changes # # ---------------------------------------------------- # # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ $Self->{'SystemID'} = 10; $Self->{'SecureMode'} = 1; $Self->{'Organization'} = 'xxxxxx ops'; $Self->{'LogModule::LogFile'} = '/tmp/otrs.log'; $Self->{'LogModule'} = 'Kernel::System::Log::SysLog'; $Self->{'FQDN'} = 'xxxx.xxxx.com'; $Self->{'DefaultLanguage'} = 'en'; $Self->{'AdminEmail'} = 'xxxx(a)xxxx.com'; $Self->{'DefaultCharset'} = 'utf-8'; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use strict; use warnings; use vars qw(@ISA $VERSION); use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); use vars qw(@ISA $VERSION); $VERSION = qw($Revision: 1.21 $)[1]; # -----------------------------------------------------# 1; Thanks for your help. Paul ________________________________ This e-mail may contain Sprint Nextel Company proprietary information intended for the sole use of the recipient(s). Any use by others is prohibited. If you are not the intended recipient, please contact the sender and delete all copies of the message.

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Queuewise Timezones!
by Amit Sharma 17 Jul '10

17 Jul '10

Hi, Is there any way to have Queuewise Timezones for Queues? E.G. Queue ABC tickets has timezone of GMT +0530 and Queue XYZ tickets has timezone of GMT -0100 regards, amit

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Re: [otrs] Working time function
by Alejandra Piedra 17 Jul '10

17 Jul '10

Hey there! Any hints on this issue? Thanks and regards Maria Alejandra Piedra De: Alejandra Piedra Enviado el: Lunes, 12 de Julio de 2010 10:58 a.m. Para: 'otrs(a)otrs.org' Asunto: Working time function Hello! I'm trying to use the $TimeObject->WorkingTime() function, but is not returning anything! Am I doing something wrong? I already checked the parameters, but still is not returning anything Thanks and regards! María Alejandra Piedra

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7 days Stat problem while saving
by Pradumna Maheshwari 17 Jul '10

17 Jul '10

Hello All, While updating the Setting on dashboard, after checking for '7 days Stat' and saving it, I am getting an error "Unable to load Flash content. The Charts Control requires Flash Player 9.0.45 or higher. You can download the latest version of Flash Player from the Adobe Flash Player Download Center" 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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Re: [otrs] Can't write /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm:Permission denied!
by Christopher Ross 17 Jul '10

17 Jul '10

I just went to the directory and did "chmod 777 ZZZAAuto.pm" and now I can access it from the GUI. However, I don't want to leave all the permissions wide open. Any ideas? Christopher Ross IT/Design Support Coordinator Ext. 183 My job is to make your life easier. If there is anything that I can help you with please do not hesitate to contact me directly. **Confidentiality Notice** This email message and all attachments transmitted with it may contain legally privileged and confidential information intended for the use of the addressee. If the reader of this message is not the intended recipient, you are hereby notified that any reading, dissemination, distribution, copying, or other use of this message or its attachments is strictly prohibited. If you have received this message in error, please notify the sender immediately and delete this message from your system. The content of this email is the property of Express Dental Care, LLC, Express Health, Inc, and DBA Express Doctor. -----Original Message----- From: Steve Clark [mailto:sclark@netwolves.com] Sent: Friday, July 16, 2010 4:37 PM To: Christopher Ross Subject: Re: [otrs] Can't write /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm:Permission denied! On 07/16/2010 04:32 PM, Christopher Ross wrote: > -rw-rw-r-1 mysql users 122297 2010-06-11 18:13 Makes it appear you didn't. -- Stephen Clark NetWolves Sr. Software Engineer III Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com www.netwolves.com

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E-Mail / Note characters
by Timothy J. Deerinck 16 Jul '10

16 Jul '10

I am trying to find where to suppress the '>' symbol in ALL notes and e-mails from the OTRS system to customers. Also, if there is any way to format the messages (line length) to make them look a little more professional. I know that in Config Options: Ticket -> Frontend::Agent::Ticket::ViewCompose, Ticket::Frontend::Quote: will take care of some, but not all. Is there any other place this is set? Thanks in advance.... ~Tim

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Can't write /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm: Permission denied!
by Christopher Ross 16 Jul '10

16 Jul '10

Whenever I try to enter the Sysconfig from the GUI I am getting this error message. I know that I can edit the sysconfig manually but it is a lot easier to do some things from the GUI. I tried going in and editing the permissions of that file, even the entire /opt/otrs path but it still won't work. Any ideas? I am running open SuSe 10.3 Linux Error: Can't write /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm: Permission denied! Comment: Bug Report: Top of Form Bottom of Form Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Fri Jul 16 15:25:22 2010 Message: Can't write /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm: Permission denied! Traceback (16074): Module: Kernel::System::Config::WriteDefault (v1.85) Line: 300 Module: Kernel::Modules::AdminSysConfig::Run (v1.77) Line: 49 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.88) Line: 48

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$TicketObject->TicketSearch() in the API
by Mark Schouten 16 Jul '10

16 Jul '10

Hi, I'm trying to write a script that searches for all open tickets that carry a GPG signature so I can automatically download the needed public keys. While I thought the Search-request would be easy, I'm not getting the expected results. I expected the following search to return all my tickets: my %TicketIDs = $TicketObject->TicketSearch( Result => 'HASH', UserID => 1, Permission => 'rw', ); But instead, it only returns two tickets. The first two I created. Am I missing something here? -- Mark Schouten | Tuxis Internet Engineering KvK: 09218193 | http://www.tuxis.nl/ T: 0318 640168 | info(a)tuxis.nl M: 06 53463918 | mark(a)tuxis.nl

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