May 2011 - otrs - OTRS mailing lists

custom column on ticket view
by Neil Simpson 09 May '11

09 May '11

Hello, When you click on "ticket" and the windows size "small" you are presented with a table like structure with fields such as "ticket, Age, Subject, State, Locked, Queue etc etc". Is there a way to add a custom field to this overview of all tickets. This value is INSIDE of the ticket on the right side as a custom field but we'd like to see it on the overview aswell. using otrs 2.4.8. thanks Neil

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Color coding article selection in Ticket Zoom view
by Paarvai Naai 09 May '11

09 May '11

Hi all, In the older version of OTRS (v2.0.4) that our company was using, the articles selections were color coded in the ticket Zoom view: White - incoming emails Green - outgoing emails Red - Internal notes or ownership change notes Is there a way to accomplish this with v3.0.7 with a style or some other option? Thanks in advance, Paarvai

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Ticket search fields
by Paarvai Naai 06 May '11

06 May '11

Hi all, We recently upgraded from v2.0.4 to v3.0.7 and find that the new ticket search interface is a bit cumbersome for a few reasons: 1) It is not possible to add "Owner" as a default field for the search box. Same goes for Priority, Created in Queue, and Created by Agent/Owner. 2) If TicketCreateTimePoint or TicketCreateTimeSlot are added as defaults to the Ticket::ViewSearch, they must be used for the search. This is unlike the previous OTRS 2.0.4 where there was a radio button option for "No time settings." 2) As various fields are activated by default for the search box, they show up in reverse order (i.e., Ticket # at the bottom, Subject above it, etc.). Logically speaking it would make sense for Ticket # to be at the top, followed by Subject, Fulltext, From, CC, etc. This is how the fields are listed anyway in the admin configuration page and how they used to be listed in OTRS v2.0.4. 3) The search templates are useful but they only save the fields that are used for the subsequent search. Then, when a previously saved template is chosen, the originally entered search keys are pre-filled! 4) We found that the older OTRS (v2.0.4) had a more convenient searching interface All the attributes that are available were presented (or at least nearly all of the important ones) and a user could very quickly select which attribute to search on. Instead, with the current interface, one has to have a couple of extra mouse clicks for each extra attribute before being able to enter the search key for that attribute. Is there any possibility that some of the conveniences of v2.0.4 can be brought back in v3.0.x? Thanks in advance! Paarvai

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Ability to change owner without requiring a note
by Paarvai Naai 06 May '11

06 May '11

Hi all, Recently, our company migrated from OTRS 2.0.4 to OTRS 3.0.7. Overall, there are some nice new bells and whistles, but we are missing a few conveniences from the older version. In OTRS 2.0.4 it was possible to change the owner of a ticket without requiring a note. This had the benefit that such owner changes would not be included as extra articles in the Ticket Zoom View, thereby reducing cluster when examining meaningful articles associated with the ticket. Is it possible to restore this ability or at least have an option to enable the change of ownership without requiring a note. Currently, the options are having no note at all, or requiring the note always. Thanks in advance! Paarvai

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Viewing full email address in Ticket Zoom view
by Paarvai Naai 06 May '11

06 May '11

Hi all, Recently, our company migrated from OTRS 2.0.4 to OTRS 3.0.7. Overall, there are some nice new bells and whistles, but we are missing a few conveniences from the older version. One issue is that in the Zoom view, when viewing an article, the From, To, and CC lines only show the individuals' names rather than also showing their email addresses. We found that it was useful to see the full email addresses; there can be situations where a contact has multiple email addresses and it is helpful to verify that the correspondence is being sent to the right one. Is there an option or style that can be applied to achieve this result? Thanks in advance! Paarvai

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Stats to report ticket-id and its description
by Augusto Garcia | CGTEC S.A. 06 May '11

06 May '11

Hi I saw the same question in an archive of the list but couldn't find an answer, does anyone know how to get a list of tickets with id and a description of each ticket? What I can get by now is the amount of tickets open and closed but no ticket information is shown. Hope you can help me! Best regards Augusto Garcia

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Agent Interface - display Phone/Email/Queue / Status /Escalation icons?
by Run.It 06 May '11

06 May '11

Hi, I am configuring my Agent interface and wish to display the icons for phone, email, queue view, status view and escalation view. I am referring to the icons shown in the top panel within this image http://doc.otrs.org/3.0/en/html/screenshots/first-screen.png Ive managed to configure the display to show watcher and responsible icons so Im guessing I would have to alter a setting within System Config? Thanks for any reply, Hugito

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The 2nd OTRS Community Rheinland Meeting will take place on 30th June 2011 in Dormagen
by Feng, Bo 05 May '11

05 May '11

Dear OTRS Community, After the very successful OTRS Community Rheinland meeting on 14th April in Dormagen we are now planning the second meeting in June. Due to the public holidays in June the second meeting is postponed to *30th June 2011. *The date is now fixed. Save the date, enjoy the time and ... See you then:-) Bo

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PDF Reports failing in 3.0.7
by James Roman 05 May '11

05 May '11

We are building a a new OTRS system on a Centos 5.6. I am trying to work with reports/statistics. We can generate CSV reports ok, but the PDF reports fail. I keep getting the following error: cannot find font '' ... at /usr/lib/perl5/site_perl/5.8.8/PDF/API2/Resource/CIDFont/TrueType/FontFile.pm line 424. Is there some dependency that I missed or is this a configuration issue? # /opt/otrs/bin/otrs.CheckModules.pl o CGI............................ok (v3.50) o Crypt::PasswdMD5...............ok (v1.3) o CSS::Minifier..................ok (v0.01) o Date::Format...................ok (v2.22) o Date::Pcalc....................ok (v1.2) o DBI............................ok (v1.52) o DBD::mysql.....................ok (v3.0007) o Digest::MD5....................ok (v2.36) o Digest::SHA::PurePerl..........ok (v5.48) o Encode::HanExtra...............Not installed! (Optional - Required to handle mails with several Chinese character sets.) o GD.............................ok (v2.46) o GD::Text....................ok (v0.86) o GD::Graph...................ok (v1.44) o GD::Graph::lines............ok (v1.15) o GD::Text::Align.............ok (v1.18) o IO::Scalar.....................ok (v2.110) o IO::Wrap.......................ok (v2.110) o JavaScript::Minifier...........ok (v1.05) o JSON...........................ok (v2.50) o JSON::PP....................ok (v2.27103) o JSON::XS....................ok (v2.3) o LWP::UserAgent.................ok (v2.033) o Mail::Internet.................ok (v2.07) o Mail::POP3Client...............ok (v2.18 ) o IO::Socket::SSL.............ok (v1.01) o MIME::Base64...................ok (v3.07) o MIME::Tools....................ok (v5.428) o ModPerl::Util..................ok (v2.000004) o Apache::DBI.................ok (v1.09) o Apache2::Reload.............ok (v0.11) o Net::DNS.......................ok (v0.59) o Net::POP3......................ok (v2.28) o Net::IMAP::Simple..............ok (v1.2017) o Net::IMAP::Simple::SSL......ok (v1.3) o Net::SMTP......................ok (v2.29) o Authen::SASL................ok (v2.15) o Net::SMTP::SSL..............ok (v1.01) o Net::SMTP::TLS::ButMaintainedok (v0.13_01) o Net::LDAP......................ok (v0.33) o PDF::API2......................ok (v2.019) o Compress::Zlib..............ok (v1.42) o SOAP::Lite.....................Not installed! (Optional - Required for the SOAP interface.) o Text::CSV......................ok (v1.21) o Text::CSV_PP................ok (v1.29) o Text::CSV_XS................ok (v0.81) o XML::Parser....................ok (v2.34)

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otrs & zabbix - closing a ticket from the second one...
by Marco Vannini 05 May '11

05 May '11

hi all, in the mean time I'm going to search about how to integrate zabbix and otrs, I would like to know how, if none exists, you managed the closure of a ticket previously opened that has been solved before an agent took the ticket (ie: an application server has been restarted by an operator). Do you think it is possible ? Thank you in advance. MV

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