December 2011 - otrs - OTRS mailing lists

AUTO: Damiano Anselmi is out of office (tornerà il 09/01/2012)
by Damiano Anselmi 15 Dec '11

15 Dec '11

Sono fuori dall'ufficio fino a 09/01/2012 I'm not in the office until 08.01.2012. I'll be back on 09.01.2012 For urgent matters: - please contact Paolo Lui, plui(a)ufi.it (Tel. +39 0376 386872) I'm out of office. I will respond to your message when I'm back. For UFI Users: please open a ticket with Mantis Helpdesk system In case of emergency, please contact In caso di urgenze contattare gli altri colleghi ICT Nota: Questa è una risposta automatizzata al messaggio "[otrs] no keys in dropdown to select after s/mime setup ?" inviata il 15/12/2011 4.42.29. Questa è l'unica notifica che verrà ricevuta mentre la persona è assente.

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Other methods for OTRS to identify ticket follow ups?
by Muhammad El-Sergani 15 Dec '11

15 Dec '11

Hi all, Is there any other method beside the ticket hook for OTRS to identify a ticket as a follow up for one of its tickets? We have some customers who keep removing our ticket number from the subject header (for no obvious reason, and believe me, we always try to educate them to always include the ticket number) and would like to know if it's possible for OTRS to identify a ticket's follow up by other than the ticket hook and/or number. Thanks //M

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no keys in dropdown to select after s/mime setup ?
by Dennis Kavadas 15 Dec '11

15 Dec '11

hi all after setting up all the s/mime stuff in the admin console (yes it's enabled) and importing the cert/key I still do not have the options to select a key for my queue. nothing is available under the dropdown box any suggestions ?

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Printing pictures in ticket articles
by Anselm Strauss 14 Dec '11

14 Dec '11

Hi, is it normal that OTRS does not print an pictures that are displayed in ticket articles? Cheers, Anselm

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Prev. Maint. task scheduling for assets
by Andy Graybeal 14 Dec '11

14 Dec '11

Hi, I'm wondering if there is a way I can have a repeating task schedule for any of my assets? Or if not directly done with the OTRS-ITSM software, maybe it has the ability to export ICAL stuff? The operations guy and myself would like help keeping track of his preventive maintenance on every asset in our building that needs maintained. A task might be done every 6 months, every month, or every 10 years. thank you, Andy

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Delegating the management of Response Templates
by Olivier Macchioni 14 Dec '11

14 Dec '11

Hello, I'd like to delegate the management of Response Templates - typically editing those templates - to one of our Agents. Is there a way to do so without granting him full Admin rights? Thanks, Olivier

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OLA
by Wagner 14 Dec '11

14 Dec '11

Hello, is there a way to configure OLA in otrs? between the queues? Thanks

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What versions of Firefox are supported?
by Aleksey Tsalolikhin 13 Dec '11

13 Dec '11

Hi. What a beautiful ticketing system OTRS is. Small issue: I can't find a list of supported Web browsers. I've got a user on Firefox and they are getting the warning "The browser you are using is too old." 1. What versions of Firefox do you support, please? (I need to notify my user's IT department, as they are the ones who provide the Web browser.) 2. Could you please add to your documentation a list of supported Web browsers? Thanks again for a gorgeous product! Yours, Aleksey

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Reply Headers
by Rory 13 Dec '11

13 Dec '11

Hi All, Does anybody know of a setting that will enable the headers in a reply mail? For example, I'd like to have the following in my replies From: "sender(a)domain.com" <sender(a)domain.com> To: Recipient <support(a)mydomain.com> Subject: I've a support request and need some help Date: 2011-12-13 00:27:02 Currently I only get; 13/12/2011 00:27 - sender(a)domain.com wrote: Kind regards, Rory Clerkin

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: Using ACL on Change and Workorder
by Stefano Boccanera 13 Dec '11

13 Dec '11

Hi guys I'm trying to identify a solution about following 'scenario': - Change lifecicle management: I'm modelling a workflow based on a specific workorder (type 'approval') to modify the change's state on the workorder's state change. Modifying this workorder would be available only to itsm-change-manager group. - I would introduce operational workorder (type workorder), linked to a change, where describe the operation needed to implement the change - The last workorder type would be assigned to a 'basic' agent (only itsm-change group assignment), but that basic agent would be able to change the agent's assignment, routing the work to another collegue. So if I enable some 'basic' agent to take the workorder (or change the assignement) listing their id into the ITSMWorkOrder::TakePermission::List parameter, they will be able to take also the 'approval' workorder, but I would avoid it, of course. I'm investigating ACL's to solve the problem, but after read the documentation, I didn't find any reference to change or workorders, it seems only ticket's attributes could be used. So I'd like to know if I can use ACL on change and workorders or not, or if someone has an alternative solution to meet my requirements. best regards -- * Stefano Boccanera*

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