December 2011 - otrs - OTRS mailing lists

User questions and discussions about OTRS
by Gabor Boda 05 Dec '11

05 Dec '11

Hello Team, We have a problem with OTRS ITSM 3.0.5: We choose a New Phone Ticket and we don't have choice to choose service & SLA type.(this fields is inactive on frontend) Services and SLA-s exist in the system. What's the problem? Please help. Thanks, Gabor Boda Hungary

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Owner of phone tickets
by Tamás Becz 05 Dec '11

05 Dec '11

Hi, When a new ticket is created via the new phone interface the ticket will be unlocked, yet it's owner will be the agent registering the ticket. Beside that it sounds a bit inconsistent, it is also a bit misleading. Can I somehow fix this so that there is no owner to the ticket? I tried to create a generic agent, but there I can only update the owner, cannot unset it as far as I can see. Any help is appreciated! Cheers, tamas

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make OTRS add X-OTRS-CustomerNo
by Susan Dittmar 02 Dec '11

02 Dec '11

Hi folks, I am sure this must be answered somewhere, but I did not find it :-( I would like otrs to include the Customer Number in outgoing mail. Is that possible? How? (forced to use version 1.3 here) Thanks for any hints, Susan

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Value too long error
by Mariano Mara 02 Dec '11

02 Dec '11

Hi guys, I have this system that it's sending error messages to a specific queue in my Otrs installation. Sometimes the email subject is too long (more than 255 characters) and I'm getting an error on the Otrs db side since the "title" column in the ticket table is a 255 varchar. Since I cannot shorten the other system email's subject I was wondering if altering the title column (to 600 characters) might have some unexpected side effect on my working Otrs installation. If somebody can comment on this, I will appreciate it. Regards, Mariano

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