October 2011 - otrs - OTRS mailing lists

Iphone App
by dave.wojo 28 Oct '11

28 Oct '11

Anyone know how to setup the iphone app to allow entry of an outbound phone call to customer?

1 0

Ticket Notifications
by Garabed Yegavian 28 Oct '11

28 Oct '11

If I would like to have everyone in my technical support group notified whenever there is any change/update to a ticket. How do I need to set my notification event so that this occurs? Currently I have the following settings: Notification Group - "Technical Support" Event - I am not sure what to select here, I need it to notify the Technical support group anytime there is anything going on with this ticket. :| Subject - <OTRS_AGENT_SUBJECT> Text - <OTRS_AGENT_BODY> Thank you, Garabed Yegavian [cid:image001.png@01CC9562.624A6C80]<http://www.firelinebroadband.com/> 323.465.6772 x3414

1 0

No Permission to use this frontend module!
by Arturo Castro 27 Oct '11

27 Oct '11

Hi this is my first post. I've searched previous posts and googled for this issue, but I can't get a solution yet. the issue is that when a customer clicks over a ticket, instead of it, an error message is displayed: ******************************************************************************************** Oops! An Error occurred. Error Message: No Permission to use this frontend module! Please contact your administrator. <![CDATA[ Message: No Permission to use this frontend module! Comment: Please contact your administrator Traceback: ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Fri Oct 21 16:13:10 2011 Message: No Permission to use this frontend module! Traceback (32414): Module: Kernel::System::Web::InterfaceCustomer::Run (v1.56.2.5) Line: 897 Module: /opt/otrs/bin/cgi-bin/customer.pl (v1.43.2.1) Line: 46 " ]]> You canSend a bugreport or go back to the previous page. Error Details: Error Details Backend ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Fri Oct 21 16:13:10 2011 Message: No Permission to use this frontend module! Traceback (32414): Module: Kernel::System::Web::InterfaceCustomer::Run (v1.56.2.5) Line: 897 Module: /opt/otrs/bin/cgi-bin/customer.pl (v1.43.2.1) Line: 46 ******************************************************************************************** I have been reviewing the System parameters for a couple of days, but I still don't find where the permission got lost... I'd appreciate any help... Thanks! Arturo

3 3

Iphone App
by Dave Wojciechowski 27 Oct '11

27 Oct '11

I may just be missing it but how do you log a phone call in the Iphone app? Disclaimer: This message (including any attachments) contains confidential information intended for a specific individual and purpose, and is protected by law. If you are not the intended recipient, you should delete this message. Any disclosure, copying, or distribution of this message, or taking any action based on it is strictly prohibited.

1 1

how to disable email for new tickets to customers?
by Wagner 26 Oct '11

26 Oct '11

I would like to disable the function to send e-mail to customers when tickets are created only the agent should receive it Thanks

3 5

Default ticket states
by Juan Manuel Clavero Almirón 26 Oct '11

26 Oct '11

Hello, There is a hint message in AdminState.dtl that says: 'Take care that you also updated the default states in you Kernel/Config.pm!' But I don’t see any helpful information in doc.otrs.org nor any type state config in defaults.pm file. Can anyone explain me this hint and how should I follow it? Kind regards, Juan Clavero

2 1

Using GenericAgent/Notifications to bounce messages from a certain queue
by Stefan Piegsa 26 Oct '11

26 Oct '11

Hello, I'm running OTRS 3.0.11. I have a queue named "Spam" where spam messages that are received in OTRS are manually put into. Now I would like to have GenericAgent bounce these spam messages to SpamCop using my submit.xxx(a)spam.spamcop.net address. Is this possible with GenericAgent or Notifications? Thanks! -- Best Regards, Stefan Piegsa

1 0

Export FAQ?
by Lemp, Chee-Ling 25 Oct '11

25 Oct '11

Hi, I was wondering if it is possible to export FAQ articles and, if so, what format are they in? Thanks, Chee-Ling Lemp

2 2

Ticket print issue
by Sune T. Tougaard 25 Oct '11

25 Oct '11

Hi, When i print a ticket to PDF, there's a "printed by..." headline that's giving me some issues. It's created as a link in the PDF, and it looks like: "printed by Sune T. Tougaard (<e-mail address>)[..]" The link is a mailto: link, but the address that ends up in the "To:" field when clicking it, is: "<e-mail address>)[..]" That doesn't look like a valid email to me. Other mailto: links in the PDF (CustomerID, Email, From:) works as supposed to. Any ideas? The only customization that has been made to the report, is the logofile. -- /Sune T.

2 1

Paul Andurnache is out of the office.
by Paul.Andurnache＠aviva.ro 25 Oct '11

25 Oct '11

I will be out of the office starting 25.10.2011 and will not return until 26.10.2011. I will respond to your message when I return. For any urgent issues send your request at helpdesk(a)aviva.ro

1 0