August 2010 - otrs - OTRS mailing lists

Nicola Zanella è assente dall'ufficio.
by Nicola Zanella 27 Aug '10

27 Aug '10

Sarò assente dall'ufficio a partire dal 27/08/2010 e non tornerò fino al 31/08/2010. Buongiorno, oggi sarò assente dall'ufficio Risponderò al messaggio al mio ritorno. Se la Sua mail è inerente al servizio Videoconferenza HD la prego di fare riferimento al CSD. Nicola Zanella ____________________________________________________ Cap. Soc. Euro 3.500.000,00 - REG. IMP. / C.F. / P.IVA 00990320228 E-mail: infotn(a)infotn.it - www.infotn.it Società soggetta ad attività di direzione e coordinamento da parte della Provincia Autonoma di Trento - C.Fisc. 00337460224. Questo messaggio è indirizzato esclusivamente ai destinatari in intestazione, può contenere informazioni protette e riservate ai sensi della normativa vigente e ne è vietato qualsiasi impiego diverso da quello per cui è stato inviato. Se lo avete ricevuto per errore siete pregati di eliminarlo in ogni sua parte e di avvisare il mittente.

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Re: [otrs] Magic re-opening tickets in otrs
by José Alberto López Macías 26 Aug '10

26 Aug '10

Thank's Leonardo, I Review again the properties of the ticket, and I see that the close ticket note, include a copy to the email of the helpdesk email, when I delete this copy the ticket has closed and not reopening. best regads, J. Alberto www.opentask.com.mx

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Accesing OTRS users and Groups from other app
by Armando Irazabal 26 Aug '10

26 Aug '10

Hi, I need to develop an small application besides OTRS at the same server and I want to use OTRS users and groups to validate and assign roles (Single Sign on managed by OTRS) How can I do? Any idea? Regards,

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Magic re-opening tickets in otrs
by José Alberto López Macías 26 Aug '10

26 Aug '10

Hi everybody, I have installed otrs 2.4.7 and few day ago I see that some tickets are automatically re-opening after their was closed, when I review the history of the ticket I see that the ticket is reopen by the Admin otrs. A sample of one ticket history is: ….. ---- Next lines show how the ticket is closed StateUpdate Old: "open". New: "closed successful" x jalopez (Jose Alberto Lopez) 26/08/2010 - 11:00:43 Unlock Ticket unlock. - jalopez (Jose Alberto Lopez) 26/08/2010 - 11:00:43 Misc ResponseTemplate (2/679/681) - jalopez (Jose Alberto Lopez) 26/08/2010 - 11:00:43 ---- Here when the ticket is re open StateUpdate Old: "closed successful". New: "open" - root@localhost (Admin OTRS) 26/08/2010 - 11:02:02 FollowUp Seguimiento para [2010082010244]. x root@localhost (Admin OTRS) 26/08/2010 - 11:02:02 Misc Reset of unlock time. …. Anybody have idea what is he problem? -- Saludos, J. Alberto López www.opentask.com.mx Open Task PS +52 (55) 3333 2235

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Help Me please...
by Joseph Thomas 26 Aug '10

26 Aug '10

Dear Team, How can i access OTRS from internet? please give the certain steps that i want to do in OTRS? -- Regards, *JOSEPH THOMAS* *M*: +91 98954 02696 |* * | *F*: +91 484 4060806 | www.suyati.com

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Refresh '7 days Stat'
by Pradumna Maheshwari 26 Aug '10

26 Aug '10

Hello I want that '7 Day Stats' graph on dashboard should be get refresh in 5 mins, where should make the changes? Thanks- 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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Help Me please...
by Joseph Thomas 26 Aug '10

26 Aug '10

Dear team, i have certain things to do in OTRS, please help me ............ If the administrator or agent is not logged in and a customer is send a queue, they must get an update through an e-mail which we set.....How can it be possible? Please give me that certain steps that i want to do in OTRS..immediatly...

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Prevent unlocking a locked Ticket on move
by Patrick Cervicek 26 Aug '10

26 Aug '10

When I lock a ticket and move it to an other queue, the ticket is unlocked. In earlier versions of OTRS the ticket stayed locked. How can I prevent unlocking a ticket when moving it? I think the reason is this statement in ZZZAAuto.pm $Self->{'Ticket::EventModulePost'}->{'99-ForceUnlockOnMove'} = { 'Event' => 'TicketQueueUpdate', 'Module' => 'Kernel::System::Ticket::Event::ForceUnlock' }; I tried already to disable it in Config.pm but it didn't work: $Self->{'Ticket::EventModulePost'}->{'99-ForceUnlockOnMove'} = {}; $Self->{'Ticket::EventModulePost'}->{'99-ForceUnlockOnMove'} = undef; $Self->{'Ticket::EventModulePost'}->{'99-ForceUnlockOnMove'} = We are using OTRS 2.4.7, Patrick

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Fwd: Error message
by Joseph Thomas 26 Aug '10

26 Aug '10

---------- Forwarded message ---------- From: Joseph Thomas <jthomas(a)suyati.com> Date: Thu, Aug 26, 2010 at 3:35 PM Subject: Re: [otrs] Regarding OTRS support to windows 2003 and 2008 To: otrs(a)otrs.org Dear team, i can't install OTRS on windows server 2008 32 bit. there is an error message" HTTP Error 404.0 - Not Found".pls help me immediatly. here im attaching the print screen of what i get after installation... pls reply soon

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Custom TicketMenu Module for custom link in ticket zoom
by Alessio Tosi 26 Aug '10

26 Aug '10

I'm trying to create a custome Ticket Menu module that open another web application passing ticket information: TicketID and Ticket Number I've created a new module in /Output/HML TicketModuleChiamate.pm as mentioned in http://doc.otrs.org/developer/2.2/en/html/x533.html#ticket-module-menu with declaration of the package package Kernel::Output::HTML::TicketMenuChiamate; and registered the module in Config.pm # for ticket recording menu $Self->{'Ticket::Frontend::MenuModule'}->{'900-Chiamate'} = { 'Action' => 'AgentTicketChiamate', 'Module' => 'Kernel::Output::HTML::TicketMenuChiamate', 'Name' => 'Chiamate' }; What I'd like to do is open a new web page with an url I've changed the code to do $Self->{LayoutObject}->Block( Name => 'MenuItem', Data => { %{$Param{Config}}, %Param, Name => 'Chiamate', Description => 'Apri una chiamata Supporto!', Link => 'http://chiamate.osi.lan/default.aspx?&TicketID=$QData{"TicketID"}&TicketN umber=$QData{"TicketNumber"}', }, ); but when I click on the link I'm redirected to http://otrsDNSname/otrs/index.pl?http://chiamate.osi.lan/default.aspx?&Tic ketID=545803&TicketNumber=2063589 Is it possible to ignore the base url that is put at the beginning of the url Ciao AleX

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