July 2011 - otrs - OTRS mailing lists

Customer Automated response
by Mikola Rose 13 Jul '11

13 Jul '11

Hiya, On new ticket creation agents will get an automatic notification that there is a new ticket and a link to that new ticket... Is it possible to have the auto response that I have set up for the client on new emails to have a link to the ticket via the customer.pl I tried <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>Customer.pl?Action=CustomerZoom&TicketID=<OTRS_TICKET_TicketID> But I get an insufficient right message. I assume that there is a log in procedure I will need to include? Mik

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HOW TO DISABLE the "Resize Handle" on the Ticket Details Screen (Zoom?)
by Axel Werner 13 Jul '11

13 Jul '11

Hi there OTRS Gurus! We use OTRS 3 (OTRS 3.0.7) for our little IT Helpdesk and sometimes Tickets get quite long. So on the Ticket-Details Screen (or Zoom screen?!) there is a section where all the steps or incidents of a single ticket are listed. This Section does have some sort of "graphical handle" on its bottom where i can grab and resize the window section. but this is quite anoying since we need to do this often to keep an overview. HOW TO DISABLE this rezize thingy and make it show ALL steps at once ? kinda like "maximize" the view by default. Any solutions for that? best regards Axel Werner

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Re: [otrs] New tickets -- only email or phone?
by Charles 13 Jul '11

13 Jul '11

Hello :-) Thanks for replies. AIUI, OTRS internal structure only supports tickets initiated by emails or phone calls. Incoming emails is the main way to initialise tickets. The TICKETS -> "New whatever" facility adds ticket initialisation by agents sending emails and by customers phoning in. There is also an option for ticket initialisation by agents phoning out but it is disabled by default. In full generality, tickets could be initiated by any information passing mechanism. Likely ones include include FAX, meeting, SMS and walk-in. The chosen "solution" to make the user interface easier to understand and to accommodate ticket initiation by FAX, meeting etc. with minimal changes to OTRS: Frontend::Module###AgentTicketPhone: NavBar Description: Create new ticket by creating phone note Name: New phone (any not email) ticket Frontend::Module###AgentTicketEmail NavBar Description: Create new ticket by sending email Name: New ticket (send email) Best Charles > From: "Robert Woodworth" <robertw(a)a10networks.com> > Subject: Re: [otrs] New tickets -- only email or phone? > To: "'User questions and discussions about OTRS.'" <otrs(a)otrs.org> > Message-ID: <015901cc3815$ea21e3e0$be65aba0$@com> > Content-Type: text/plain; charset="us-ascii" > > If someone walks up to me with something that needs a ticket, its almost > indistinguishable from a phone call, so Id vote > > for using the new phone call when someone tags me in a meeting, a hall, > breakroom or corners me in my cube (grin) > > > > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Gerald Young > Sent: Friday, July 01, 2011 7:05 AM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] New tickets -- only email or phone? > > > > :) I'm all about removing the choice myself. :) Using a phone ticket should > be adequate for this purpose, don't you think? > > On Fri, Jul 1, 2011 at 9:31 AM, Charles <otrs(a)catcons.co.uk> wrote: > > Hello :-) > > Sometimes tickets are initiated by a personal visit to our offices or in a > meeting. The TICKETS drop down list includes "New email ticket" and New > phone ticket". Can we extend the list? > > Best > > Charles

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Sending Survey When State Type is pending auto
by Wagner 13 Jul '11

13 Jul '11

Hello, Before I close a ticket, I change it state to Pending, and the user should receive a survey to confirm that was really closed. but as I saw, OTRS just send a survey when the state type is closed. How can I change it? Thanks

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Chinese/Japanese characters in E-Mail Name causes repeated articles
by Anant Jain 12 Jul '11

12 Jul '11

Hi, I've noticed a very peculiar problem with my OTRS setup. We have OTRS setup to retrieve e-mails from a single e-mail address for our organization. Customer from all over the world contact us through that e-mail address. One issue I've noticed is that when customer with Chinese or Japanese characters in their e-mail display name reply to e-mails from our OTRS setup, it puts OTRS in some sort of a loop where their response is literally retrieved everyday. It's the *same* response at the same time everyday. So a ticket about 70 day old has 70 articles with the same content, one article per day at the same time. Has anyone else noticed this? Is this a bug or a misconfiguration in our OTRS setup? Any help would be really appreciated as we have some tickets which just cannot be closed due to this issue. They simply keep reopening even if we close them. Thanks, AJ ________________________________ The information contained in this communication is intended solely for the use of the individual or entity to whom it is addressed and others authorized to receive it. It may contain confidential or legally privileged information. If you are not the intended recipient you are hereby notified that any disclosure, copying, distribution or taking any action in reliance on the contents of this information is strictly prohibited and may be unlawful. If you have received this communication in error, please notify us immediately by responding to this email and then delete it from your system. The firm is neither liable for the proper and complete transmission of the information contained in this communication nor for any delay in its receipt.

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Customer self registration link
by Mikael Kermorgant 08 Jul '11

08 Jul '11

Hello, Using otrs 3.0.7, I'd like to have customers auth against 3 backends : basic http, ldap and local database. Moreover, I want to enable self registration in the local database. This works by default, but as soon as I setup basic auth and ldap auth (plus adapted backends), the link on the login page disappears. "Output/HTML/Standard/CustomerLogin.dtl"  <p>$Text{"Not yet registered?"} <a href="#Signup">$Text{"Sign up now"}</a>.</p>  Do somebody know how to get it back ? Regards -- Mikael Kermorgant

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Send email to customer
by Rogerio F Cunha 08 Jul '11

08 Jul '11

Dear Sirs, It is possible to automatically send an email to the customer with the contents of a note added to the ticket? This possibility would serve to ask a customer more information about the opened ticket, without the need to contact him by phone. Roger.

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Ticket pending date
by ravi shanker 08 Jul '11

08 Jul '11

Hi all, Need database field where ticket pending date(phone ticket) is stored. Ravi Shankar

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DB size after upgrade
by Sune T. Tougaard 08 Jul '11

08 Jul '11

Hi list, I've been playing around with an upgrade procedure from 2.4.7 to 3.0.9. During the first of the two DB upgrade scripts, my database increases in size with about 4-5 GB (rising to a total of almost 20gb). Is that normal, or do I have an option enabled that I shouldn't? :) Thanks. -- /Sune T.

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OTRS3: changes on database not reflected on front end
by Leonardo Certuche 07 Jul '11

07 Jul '11

Hello there, We've been leading several implementations on OTRS2.4.x in which we make changes directly into database (such marking as invalid queues or states) and they're inmediatly reflected on the front end. Today we're leading an implementation on OTRS3.0.9 and we did the same, but what we do on database is not reflected on front end. Trying to understand why, we found several cache files at /opt/otrs/var/tmp/CacheFileStorable, we deleted some files there and changes were reflected. Is this deletion wrong? How can we purge cache without having to go to ssh and delete files? Thanks, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

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