September 2010 - otrs - OTRS mailing lists

A quick search field for ticket number?
by Wes Plate 19 Sep '10

19 Sep '10

One of my users just asked me again if OTRS could have a quick search function to search for a ticket number. We also we phpbugtracker, a great free bug tracker, and on every page there is a "Find bug" field in the upper right. All you need to do is enter a bug number up there and immediately go to that bug. But in OTRS we need to perform more clicks and travel through an awkward search form. Can this be added to the feature request list for 3.0? We are currently on 2.3.3. -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

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Different Queue for different Customer
by Pradumna Maheshwari 19 Sep '10

19 Sep '10

Hello all... How to display different queues to different Customer ? Example : Suppose I have 10 Queues. To Customer A, I want to display only 5 queues and to Customer B, rest 5 queue. How to do..? 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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Show levelwise Services in Agent Interface
by Pradumna Maheshwari 19 Sep '10

19 Sep '10

Hello All, I want to ask that is there any relation between Services and Queues..? Is it possible to create level wise display of Services while creating a new ticket for Agent Interface? i.e. 1st level of services, followed by respective 2nd level of services, then 3rd level... Any help is appreciated... 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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Windows Server Time Zone
by Hugh Kelley 17 Sep '10

17 Sep '10

Our staff work in multiple time zones so I need to store all ticket data in UTC. I believe I have identified the options I want: - On the server, include $ENV{TZ}='UTC'; in config.pm - In the SysConfig, Core::Time , TimeZoneUserBrowserAutoOffset is set to Yes >From what I can see, the $ENV{TZ}='UTC'; setting is not taking effect in my environment. - Windows Server 2008 - ActiveState Perl Has anyone seen this configuration work before? Is there a page in OTRS that shows the "system clock"? Hugh

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problema de acceso a servidor mp3
by DM_Julio Angulo 17 Sep '10

17 Sep '10

No puedo acceder al servidor de mp3 Julio Cesar Angulo Quiroz Telf.: 997066155

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How to show filtered levelwise Services in Agent Interface
by Pradumna Maheshwari 17 Sep '10

17 Sep '10

Hello All, I want to ask that is there any relation between Services and Queues..? Is it possible to create level wise display of Services while creating a new ticket for Agent Interface? i.e. 1st level of services, followed by respective 2nd level of services, then 3rd level... Any help is appreciated... 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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FAQ installation
by Ferdinandus Rudijanto 17 Sep '10

17 Sep '10

I installed FAQ module in my OTRS localhost environtment. But when I accessed http://localhost/otrs/faq.pl, I got an error. Please help me to get a documentation of setting up FAQ module. Really appreciate for any helps.

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Can users see their own session variables?
by Hugh Kelley 17 Sep '10

17 Sep '10

I'm debugging another timezone issue and have realized that only admin group members can see session data. Is there a way that normal customers or agents could see that data (for the current session only)? Hugh

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Deleting queue contents
by PREF31 OTRS 17 Sep '10

17 Sep '10

Hi, How can I delete all tickets , all history events and all associated files from a queue ? I do tests and I want to clean the database and files before the production time. Thanks Claude

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Re: [otrs] Problem with Customer interface
by Sebastien Bory 17 Sep '10

17 Sep '10

Dear List, I do some test and this error , appear only when I do an authentication and synchronization with LDAP (active directory) for the customer Anybody have an idea why ? thanks Best regards Sébastien Bory De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Sebastien Bory Envoyé : lundi 13 septembre 2010 10:52 À : User questions and discussions about OTRS. Cc : otrs-owner(a)otrs.org Objet : [otrs] Probleme with Customer interface Dear list I have an error message when a customer want to open a new ticket witch the customer interface. When he click to summit he have this page Erreur: Can't get ArticleID from INSERT! and I have the same error in my apache log: [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Use of uninitialized value $_ in -d at C:/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083., referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Use of uninitialized value $_ in -d at C:/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083., referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Mon Sep 13 10:33:39 2010, referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] , referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Message: Can't get ArticleID from INSERT!, referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] , referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Traceback (3872): , referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Module: Kernel::System::Ticket::Article::ArticleCreate (v1.232.2.1) Line: 243, referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Module: Kernel::Modules::CustomerTicketMessage::Run (v1.47) Line: 371, referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Module: Kernel::System::Web::InterfaceCustomer::Run (v1.41.2.1) Line: 852, referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Module: C:/OTRS/OTRS/bin/cgi-bin/customer.pl (v1.42) Line: 48, referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] , referer: http://opc.groupenci.lan/otrs/customer.pl. So when I log to the agent interface the ticket is created, but I dont have any mail to tell me there are a new ticket in this file. Its a mismatch about mail and postmaster Configuration? Thanks for your response Sebastien Bory Cordialement Sébastien Bory Administrateur réseaux NCI-les centres d'affaires Bienvenue chez vous - Just welcome ! 59 Rue des Petits Champs 75001 Paris Tel 33(0) 1 73 77 53 41 Fax 33(0) 1 73 77 55 56 Port: 33(0) 6 78 93 28 66 Mail : <mailto:sb@groupenci.com> s.bory(a)groupenci.com Web: <http://www.groupenci.com/> www.groupenci.com Description : cid:image001.gif@01C9F35E.16F7E530 Ce message et toutes les pièces jointes sont établis a l'intention exclusive de ses destinataires et sont confidentiels. Si vous recevez ce message par erreur, merci de le détruire et d'en avertir immédiatement l'expéditeur. Toute utilisation de ce message non conforme à sa destination, toute diffusion ou toute publication, totale ou partielle, est interdite, sauf autorisation expresse. L'internet ne permettant pas d'assurer l'intégrité de ce message, NCI décline toute responsabilité au titre de ce message, dans l'hypothèse ou il aurait été modifié. This message and any attachments are intended solely for the addressees and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. NCI shall not therefore be liable for the message if modified.

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