July 2011 - otrs - OTRS mailing lists

Users fields template
by Xiaoxing Meng 27 Jul '11

27 Jul '11

Hi there, Are there any way to have our own defined form of reference for the tickets? I want to have a reference for hardware ticket like Re.hw00002, for exemple. Regards, Xiaoxing

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Prevent auto assign/lock
by Gadow, Shawn 27 Jul '11

27 Jul '11

I would like to prevent auto assigning/locking of tickets when opened by anyone not in the admin group.. anyone in specific groups would work as well or even by specific user as I only have a list of about 6 agents in a specific group that I don't want to auto lock/assign tickets to when they open the tickets Shawn Gadow Network Administrator Oregon CUSD 220 "Security is when everything is settled. When nothing can happen to you. Security is the denial of life." - Germaine Greer

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Filter ticket types for agents upon creation of tickets
by niklas＠iandapp.com 27 Jul '11

27 Jul '11

Hello, I am trying to configure so the agents only have a filtered list of ticket types to chose from when creating a ticket. I want to filter the list based on what group the user belongs to. It could probably work with sorting based on the queue as well I think, but that is the second option. This is my ACL. $Self->{TicketAcl}->{'ACL-Name-Filter-Agents-Tickets-Type-IncidentManager'} = { Properties => { User => { Group_rw => ['Incident Management Severalnines',], } }, PossibleNot => { # possible ticket options Ticket => { Type => ['[RegExp]^.*',], #Clear the list first }, }, Possible => { # possible ticket options Ticket => { Type => ['Incident',], #Adding the ticket types }, }, }; What am I doing wrong? I have done similar things for the customerweb and it works. I have tried setting the properties for the agents front-end modules as well. This is a showstopper for me right now, hope anyone is able to help out. Thank you in advance! /Niklas

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use customers ticket number as trigger for the creation of new tickets
by Luc Van den Abeele 26 Jul '11

26 Jul '11

Hi, We have a customer who is using his own ticketnumber in the subject, and not the one provided by us. So every update they send to us on a ticket creates for us a new ticket, which generates an autoanswer with the ticketnumber and which we have to merge with the original one. Because their ticketnumber always has the same format, I was wondering if it was possible to use their ticketnumber to decide if this is a new ticket or an existing. The procedure should look like this Subject contains "ABCXXXXXXX" (where XXXXXXXX = ticketnumber). If yes --> is there already an existing ticket with the ticketnumber in the subject. If Yes --> add mail to the exisiting ticket If No --> create new ticket If no --> create new ticket Met vriendelijke groeten, Luc Van den Abeele Technical Consultant [Description: Inia]<http://www.inia.be/> Uilenbaan 80 * 2160 Wommelgem Tel: +32 3 545 67 83 * Fax: +32 3 545 67 88 luc.vandenabeele(a)inia.be<mailto:luc.vandenabeele@inia.be>

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Duplicate event notifications
by Jay Coleman 26 Jul '11

26 Jul '11

We have an event notification for "ArticleCreate" to send a note to a user group ("IT"), that is sending 2 identical notices every time. We have turned of all the notifications under the agent profiles. In the logs, I get things like this: Jul 25 16:34:48 joxer OTRS-CGI-10[18708]: [Notice][Kernel::System::Ticket::Article::ArticleSend] Sent email to 'CUSTOMER@ADDRESS' from 'ITSupport System <SUPPORT@ADDRESS>'. HistoryType => SendAnswer, Subject => Re: [Ticket#2011072210000013] [IT Support] Jet Training; Jul 25 16:34:49 joxer OTRS-CGI-10[18708]: [Notice][Kernel::System::Ticket::Event::NotificationEvent::_SendNotification] Sent agent 'Customer Updated Ticket - To IT Group' notification to 'PERSON@ADDRESS'. Jul 25 16:34:49 joxer OTRS-CGI-10[18708]: [Notice][Kernel::System::Ticket::Event::NotificationEvent::_SendNotification] Sent agent 'Customer Updated Ticket - To IT Group' notification to 'PERSON2@ADDRESS'. Jul 25 16:34:49 joxer OTRS-CGI-10[18708]: [Notice][Kernel::System::Ticket::Event::NotificationEvent::_SendNotification] Sent agent 'Customer Updated Ticket - To IT Group' notification to 'PERSON3@ADDRESS'. Jul 25 16:34:50 joxer OTRS-CGI-10[18708]: [Notice][Kernel::System::Ticket::Event::NotificationEvent::_SendNotification] Sent agent 'Customer Updated Ticket - To IT Group' notification to 'PERSON@ADDRESS'. Jul 25 16:34:50 joxer OTRS-CGI-10[18708]: [Notice][Kernel::System::Ticket::Event::NotificationEvent::_SendNotification] Sent agent 'Customer Updated Ticket - To IT Group' notification to 'PERSON2@ADDRESS'. Jul 25 16:34:50 joxer OTRS-CGI-10[18708]: [Notice][Kernel::System::Ticket::Event::NotificationEvent::_SendNotification] Sent agent 'Customer Updated Ticket - To IT Group' notification to 'PERSON3@ADDRESS'. The PERSON@ADDRESS bits are to clean the log of email addresses. PERSON@ADDRESS is one person, PERSON2@ADDRESS is a second person, and so on. An ideas on how I can track down why it is sending duplicates? Thanks, Jay

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no autoreply to certain e-mail adresses
by Luc Van den Abeele 26 Jul '11

26 Jul '11

Hi, We have a queue with auto-reply enabled for all new tickets towards this queue. Is it possible to prevent sending an autoreply to new tickets received from a cetain a-mail address ? I want to avoid that I have to create a separate queue without autoreply because in that case I have to give this customer a different e-mail address. Regards Luc

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How to remove news widget from dashboard?
by niklas＠iandapp.com 26 Jul '11

26 Jul '11

Hello, I would like to remove the news widget from the dashboard. Does anyone know how to do that? Thanks in advance! /Niklas

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Updating status of Config Item
by niklas＠iandapp.com 26 Jul '11

26 Jul '11

Hello, Is it possible to update the status of a config item in any other way but editing the ectual CI? I'm looking for a scenario where, potentially, the Incident Manager should have the possibility to update the status if he recognizes that there is disturbances at the moment. Thanks! Niklas

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Re: [otrs] Replace the rich editor with TinyMCE
by Martignier, Philippe 25 Jul '11

25 Jul '11

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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Replace the rich editor with TinyMCE
by Martignier, Philippe 25 Jul '11

25 Jul '11

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<mailto:Philippe.Martignier@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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