March 2011 - otrs - OTRS mailing lists

Notification on change update
by Carlos Andrés Gallego Arboleda 17 Mar '11

17 Mar '11

Hi We're using ITSMChangeManagement 2.1.1 and we'd like to tweak some notifications. We're particularly interested on sending notifications during the following actions: Update ChangeManager Update ChangeStatus (or ChangeState) Update Start Time and End Time of a Change Update ChangeBuilder But all of this notifications seems to use the same es::Agent::Change::ChangeUpdate body. Is there any way of sending different bodies for each of those notifications? Or is it possible to associate some other bodies like the following ones but being triggered under a different event such as the ones I listed before? es::Agent::Change::ChangeDelete es::Agent::Change::ChangeLinkAdd es::Agent::Change::ChangeLinkDelete Carlos Gallego

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Follow up based on number in email body
by Robert Poreba 16 Mar '11

16 Mar '11

Hi All, We are logging calls with 3rd party and give them our OTRS Ticket number as a reference. They reply to us with this number in the body of their email, always with format of: Reference 1: *TicketNumber* I know I can use PostmasterFollowUpSearchInBody to scan the whole body but I was trying to use PostMaster filter instead (to ensure only their tickets are scanned). Do you know which Email Headers do I need to set up with *TicketNumber *to ensure the email is appended to the correct Ticket? -- Thank you Robert

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Re: [otrs] FAQ article help
by Silver springs 16 Mar '11

16 Mar '11

Hi Lukasz, Thanks for your reply on the FAQ article help. Im not sure if I understand what you said about the f_subject and other fields. Please let me know what are these f_subject, f_field1 etc .. What do these attributes represent when I select them ? Could you please tell me what they mean in terms of an individual FAQ article ? I see that if I select the output to CVS, I get an output in excel format . Do you mean setting the limit to above 74, it downloads more than 74 FAQ articles ? Please help me understand these questions. Winter.

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Agent reply via email
by Kristofer Pettijohn 16 Mar '11

16 Mar '11

Hello, I am using OTRS 3.0.6. Is it possible for agents to reply via email? I would like the agents to be able to reply to the notifications they receive, and then have the email picked up by OTRS, OTRS will recognize that it is an agent (rather than the customer), add the notes to the ticket from the agent, and also send the email to the customer? Thanks, Kris

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Config Items data
by Straccialano, Rosanna 16 Mar '11

16 Mar '11

Hi, Can somebody please tell me why the config items data is written in XML within the xml_storage table and not just normal fields like everything else? Is there a reason for this? Thank you, Rosanna

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FAQ article help
by Silver springs 15 Mar '11

15 Mar '11

Hi Please let me know if it is possible to download an FAQ article in OTRS. I'am looking for a way where we can download the content of an FAQ article but not the attachments. Some way where I can extract the data . We have about 74 FAQ articles . Copy and pasting all the articles would consume a lot of time. Please help Winter.

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Upgrading OTRS from 3.0.1 to 3.0.6
by Gerold Jens Wucherpfennig 15 Mar '11

15 Mar '11

Hi, When directly upgrading from OTRS 3.0.1 to 3.0.6: Why was in the /opt/otrs/Kernel/Config/GenericAgent.pm $VERSION changed from 1.13 to 1.14 and what does this mean? Best Regards, Gerold

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OTRS ITSM - How to show Free Text into Change Search output ?
by Stefano Boccanera 14 Mar '11

14 Mar '11

Hi folks I have some problem on the Change Search output. I defined some Free Text on the ITSM Change form and all works fine. Now using the Change search function I'd like to have the output (Print or Normal) with additional column showing the Free Text. Let me say : I configured a free text with key value K_1 and content = k1content, then I put the same key into the ChangeSearchView configuration table, enabling the show of the field switching to 1 the content field. The Changes have the text field K_1 set and valued by a string (free text) so I can see the value when printing the specific Change. When I'll try to search for a set of Changes, and show the result, the K_1 field is never shown. Any suggestion ? thanks in advance -- * Stefano Boccanera*

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accessing OTRS from other computers
by Andrew Meyer 14 Mar '11

14 Mar '11

I am having a problem where I can access OTRS from some computers but not others. The solution is to ping each computer every hour. I have disabled SELinux, IPTables firewall. I am not sure what else to do, I am running on the beta still and am not sure what to do. I know I need to upgrade but the system is running fine. I am working on replicating my MySQL database, to another server but haven't had time to do setup a new webserver. Is this an problem with the beta? Is there another way to fix this?? Andrew Meyer ameyer(a)precisionpractice.com <mailto:ameyer@precisionpractice.com> Unix Systems Administrator Precision Practice Management 689 Craig Rd. Saint Louis, MO 63141 314-787-0681 (Main Line) 314-881-5265 (Direct) 314-881-5365 (Fax) 314-565-0868 (cell) After Hours Emergency 314-576-9146

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Different Customer's Companies Pages HELP!
by robert nkeramugaba 14 Mar '11

14 Mar '11

Hello all! I am currently a newbie to OTRS. I have managed successfully to install it and use some features such as ticket creation, reply...etc. I am a bit confused concerning how efficently i can create different companies portals or pages when these companies have one provider. Lets take this scenario: Suppose i am Provider A that offer different services to different companies such as Company X and Company Y. Company X has users with lets say one user(john) with one CustomerID and as well as Company Y with one user(jane) with a specific CustomerID. My question is how can we configure OTRS so that John logs in http://example.com/otrs/customer1.pl (for company X tickets) and Janes logs inhttp://example.com/otrs/customer2.pl (for company Y tickets). The issue i had is that whenever i log in with John credentials and afterwards Jane logs in with her credentials, one end up logging out forcefully because they kinda log in on http://example.com/otrs/customer.pl. I have been trying to go through the forum but i am not getting any clue [image: :-(] It would be much appreciated if someone who had tackled this could make some light at the end of the tunnel [image: :-)] Cheers and thanx Robert.

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