August 2011 - otrs - OTRS mailing lists

Service<->Queue
by José Francisco Luis Medina 26 Aug '11

26 Aug '11

there is no possibility to link the Service to Queue? is a bit annoying to have the complete list of services and that nothing filter this ...

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Linking Cusotmers to CIs
by Robert Poreba 25 Aug '11

25 Aug '11

Guys, Have anybody found any good way to link Customers to CIs? I know you can create a field on the CI that can contain user name. But is there any easy way to see those CIs from the New Ticket screen? -- Regards, Robert

1 0

OTRS Notifications
by Garabed Yegavian 25 Aug '11

25 Aug '11

I would like to be able to send out notifications to customers regarding service outages. Lets say I send a notification out today for a scheduled service outage on 10/01/2011, I would also like to automatically have a reminder of that notification sent out 1 week before the outage and then another notification the day before the outage. Is this possible? Thank you, Garabed Yegavian

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Close all tickets in Queue
by Le machito 25 Aug '11

25 Aug '11

Or: *Bulk Action.* EM ----------------------------------------------------------- Generic Agent. On Sat, Aug 20, 2011 at 10:27 PM, Jean BROW <everydaywow at gmail.com <http://lists.otrs.org/cgi-bin/listinfo/otrs>> wrote: >* I have a queue with 2000 tickets open, how can I close all at same time?*>**>**>* ---------------------------------------------------------------------*>* OTRS mailing list: otrs - Webpage: http://otrs.org/*>* Archive: http://lists.otrs.org/pipermail/otrs*>* To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs*>**

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OTRS tickets overview small medium preview Icons
by Le machito 25 Aug '11

25 Aug '11

Hello everybody, I have 2 OTRS versions working, one in Windows the other one in Linux. I am trying to insert this 3 ticket overview icons (in the right side). Do you know how to do it? Thanks in advance EM

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Customer Information ($Data{"CustomerTable"} in AgentTicketZoom.dtl)
by Marius Vaitiekunas 24 Aug '11

24 Aug '11

Hello, I would like to change $Data{"CustomerTable"} in AgentTicketZoom.dtl, because I do not like what it gives me. When, I enable customer_ids Customer information in AgentTicketZoom shows me all this CustomerIDs (for example CustomerA;CustomerB;...;CustomerZ). How could I change it to show me only CustomerID? The same happens, when I try to print a ticket. I am getting CustomerIDs instead of CustomerID. Thank You for help. -- mv

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Use Postmaster to disable call re-opening on followup
by Robert Poreba 24 Aug '11

24 Aug '11

Hi All, I'm wondering if there is a way to use Postmaster filter to prevent calls from re-opening after follow up is received. I like the re-opening feature but I would like to disable it for one particular customer. The reason is that when we log calls in otrs, the email from otrs logs a call on the other system. Now when we close the call before they do, their closure notification re-opens our call.. -- Thanks a lot, Robert

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Template char set issues
by Neil Simpson 24 Aug '11

24 Aug '11

Hello, Just upgraded from 2.4.7 and now all self-made templates do not show correctly. I have everything set to UTF-8 and yet i still have strange characters instead of the correct character. I have tried setting the UTF-8 options manually in each template/form but this does not effect it. the "page source" shows in the header " <meta http-equiv="Content-type" content="text/html;charset=utf-8" /> " so it should be set. if i manually paste some french/german text into the text field it is shown correctly, only if i use a template does it not show correctly. httpd.conf is default UTF-8. running out of ideas. thanks for any guidance. Neil

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Feature question
by Ugo Bellavance 23 Aug '11

23 Aug '11

Hi, We are using OTRS (about to switch to 3.0) and we are wondering if OTRS is already able to fit those needs: - Have a response time associated to a priority - Have a "target date" assigned manually by an agent for solution for a ticket With this info, would it be possible to have a report for: - Tickets that do not meet the response time - Tickets that do not meet the solution target date Thanks, Ugo

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Wildcards in OTRS
by Paul.Andurnache＠aviva.ro 22 Aug '11

22 Aug '11

Hello, I`m trying to put a filter using PostMaster and i want to filter e-mails that contain a certain string in the subject because the whole subject is different everytime. I tried with %string% but it is not working.... Is there a different character for wildcard ? I`ve selected in the Filter Condition -> Header 1 : Subject -> Value 1: %string% Set Email Headers -> X-OTRS-Ignore -> Value 1: Junk The option for set after match is set to "No" Regards, Paul Andurnache

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