July 2011 - otrs - OTRS mailing lists

customer.pl or e-mail ticket creation
by Ugo Bellavance 29 Jul '11

29 Jul '11

Hi, Any opinions about the method of ticket creation? We would like to allow the customer to set the priority or SLA when creating a ticket. It would be easy to do using the customer portal, but less convenient than allowing e-mail ticket creation (especially for screen shots). Using e-mails implies developping an Outlook template, deploy it, and make sure OTRS can get the priority or SLA from the e-mail content. Thanks, Ugo

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Action when ticket with high priority is created
by Ugo Bellavance 29 Jul '11

29 Jul '11

Hi, I would like to know what would be the best way to be warned (receive an e-mail message with specific text in it so that we can configure a level 1 message rule on our BlackBerrys) when a priority 5 ticket is created in the system. My idea is to use the first example on this page (http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=68) to move priority 5 tickets from the "Raw" queue to queue "Alert". This way, we can configure our blackberrys to that when we receive an e-mail message with something like "has been move to the "Alert" queue", it is considered as a level 1 message and our blackberry buzzes. Using the GenericAgent might be better, but it can't run less than every 10 minutes. Or maybe add the ticket priority to the e-mail notification when a ticket is created in the Raw queue? Any other ideas? Thanks, Ugo

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Publishing Customer.pl
by Mikola Rose 29 Jul '11

29 Jul '11

Happy Friday! Question for you guys... I am using ISA Server for a firewall. How or what would be the best way to publish \customer.pl. The domain is the same internally as it is externally, so as it stands customers will bet the login.pl by default. Mik

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"Missing" documentation
by Ugo Bellavance 29 Jul '11

29 Jul '11

Hi, I must say the admin manual is very good, but there are some parts that aren't covered in it. Is it in the roadmap to document those features/modules? - SLA/Services - Calendar - GenericAgent - ACLs Some of those topics are covered in the wiki, but the coverage is far from being complete. If the doc is available elsewhere, feel free to simply send me the link. I'd be glad to contribute to the docs, but I need to understand first. Thanks, Ugo

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Customize columns in client's interface
by Ugo Bellavance 29 Jul '11

29 Jul '11

Hi, In the customer interface's main page, is it possible to customize which columns are displayed? I'd like to be able to have priority and a free time field (Resolution ETA provided by agent) there so that customers can see in one page the follow-up they have to do. Thanks, Ugo

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customer with more than one e-mail adres
by Luc Van den Abeele 29 Jul '11

29 Jul '11

Is it possible to add several e-mail addresses to a customer ? At this Time we create for every e-mail adres a different customer (cust-X1,cust-X2, ....) and we put the same CustomerID but we were wondering if there was another way to do this. Regards Luc

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MediaWiki access to user database
by Lars Jørgensen 28 Jul '11

28 Jul '11

Hi, We would like to set up a MediaWiki portal for external customers. They are already registered in OTRS. Would it be possible for MediaWiki to authenticate against the OTRS customer database? I realize this is not an OTRS question, but people here might have used/heard of this kind of setup before. Lars

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Re: [otrs] Replace the rich editor with TinyMCE (Michiel Beijen)
by Martignier, Philippe 28 Jul '11

28 Jul '11

Hello Michiel The issues I got happen in the precise following case: An agent is copying and pasting some text, tables from different sources (web, stand-alone applications). When submitting the text everything seemed ok, but when we got the reply with our response below, we can see that there are some fonts that are bigger than others and other formatting stuff like this. We implemented a modify function that allows us to modify every article in a ticket, so I am able to go back to this article with mixed fonts, modify, put in html mode and pick the code .. there I can see that there is a big mess with html (being imported from the copying-pasting stuff) The problem with the editors used by OTRS is that there are not WYSIWYG. TinyMCE is WYSIWYG so it solves my problem. I finally succeed in installing this new editor, everything works fine and I have a plenty of new functions like fullscreen, preview, print, ... The only thing I need to arrange is about the spellchecker. Hope it helps :) Message: 2 Date: Mon, 25 Jul 2011 18:17:03 +0200 From: Michiel Beijen <michiel.beijen(a)gmail.com> Subject: Re: [otrs] Replace the rich editor with TinyMCE To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CABD0r12wROL7AxXRE8FQkMaznVtBcv+JsCN=MThE_T1zLvWayA(a)mail.gmail.com> Content-Type: text/plain; charset=UTF-8 Out of curiosity, what kind of issues did you have with the FCKEditor? OTRS V3 has "CKEditor" which is a newer version of the old FCKEditor but obviously it might have some of the same issues. On Mon, Jul 25, 2011 at 16:03, Martignier, Philippe <Philippe.Martignier(a)wipo.int> wrote: > Hi Martin, > > Many thanks for your quick answer. I am an old developer (Cobol, MS-Access, ...) but am not afraid to go into code. > > So I think I have to remove the code about the default editor and put the one of tinyMCE (provided by them) instead? > > And I just place the files in \var\httpd\htdocs\js where there is the fckeditor ? > > Will look at your example ! > > Philippe > > Message: 2 > Date: Mon, 25 Jul 2011 15:08:16 +0200 > From: Martin Edenhofer <martin(a)edenhofer.de> > Subject: Re: [otrs] Replace the rich editor with TinyMCE > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: <BEE92E5E-3BAD-4E29-B722-E361BC5552CB(a)edenhofer.de> > Content-Type: text/plain; charset="us-ascii" > > Hi Philippe, > > it's not planned, but yes, you can replace the RTE. The file which you need to change is Kernel/Output/HTML/Standard/RichTextEditor.dtl (you need to have developer skills to do the replacement). > > As another example of RTE replacement see http://edenhofer.de/p/aloha-editor/ (OTRS 3 with Aloha Editor "beta" - http://www.aloha-editor.org/) > > ?-Martin > > http://edenhofer.de/ > > On 25.07.2011, at 14:36, Martignier, Philippe wrote: > >> Hi there, >> >> I have several issues using OTRS 2.4.8 about copy and paste with html tags. >> >> It seems that TinyMCE is a better editor than the one used by default in OTRS. (I tried also the one in OTRS 3.0 but it is the same as before just with a new look) >> >> My questions: >> >> 1) is it possible to change this rich text editor with another one? >> >> 2) where and what file(s) to modify? I imagine there is a call to a javascript with the text field in parameter >> >> Thanks for any help, >> >> Philippe >> >> Philippe Martignier >> Communications Division >> Customer Service Center >> Email : Philippe.Martignier(a)wipo.int >> Phone : 00 41 022 338 72 36 >> Building : NC >> Office : 3, 316 >> >> >> World Intellectual Property Organization Disclaimer: >> >> This electronic message may contain privileged, confidential and >> copyright protected information. If you have received this e-mail >> by mistake, please immediately notify the sender and delete this >> e-mail and all its attachments. Please ensure all e-mail attachments >> are scanned for viruses prior to opening or using. > >

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making sysconfig work from web gui
by Robert Woodworth 28 Jul '11

28 Jul '11

I finally got this thing up and working with OTRS3 on Ubuntu10. Incoming mail created tickets in the raw queue. Im happy about that. 2 more problems: First, how do I use the "sysconfig" option from the web gui ? When I click on it, I get this: SysConfig Result Please enter a search term to look for settings. Powered by OTRS 3.0.9 Where am I supposed to enter a search string? There isn't any place I can find. Other problem: I can manually send mail, no problem, but OTRS cant. No errors in the mail log, in fact no mention that it even tried in the mail log. Im running postfix with sasldb authentication. As I said, mail works from command line. I must have missed something in the OTRS config?

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Auto assignement of the resposibility of the ticket
by Xiaoxing Meng 28 Jul '11

28 Jul '11

Hi there, Is it possible to assign the ticket to a owner or a resposibility automatically when a ticket is created? Regards, Xiaoxing

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