August 2011 - otrs - OTRS mailing lists

Signature on new tickets
by Jean BROW 22 Aug '11

22 Aug '11

Hi, Anyone know how I can be able to choose signature when I create new tickets? It is the default signature, but I cannot change it... Regards.

2 1

Close all tickets in Queue
by Jean BROW 21 Aug '11

21 Aug '11

I have a queue with 2000 tickets open, how can I close all at same time?

2 1

Article displayed in Preview mode
by Mike Morris 20 Aug '11

20 Aug '11

It seems like this should be a preference, but I can't find it under "SysConfig"... When using "Preview" (vs "Small" or "Medium") display in Queue View and New Messages, there is an Article selected for display (the other modes show only Ticket level information). The selected Preview Article is the most recent Customer interaction... is it possible to change this to the most recent Article, including Agent Notes? (Note that this is not a question about sorting order... as I originally misinterpreted it when asked :-) OTRS 2.4.6, Apache & PostgreSQL on Ubuntu TIA, MikeM

1 0

Free Text type
by Wagner 18 Aug '11

18 Aug '11

Hello, is there a way to use a FreeText to a field like a text area where the user be free to type whatever he wants? Thanks

4 9

SLA set by group
by Xiaoxing Meng 18 Aug '11

18 Aug '11

Hi guys, Is it possible to have the SLA set by group? I can see in OTRS the SLA can be associated with different types of services, but what I want is that for different group of customers, for different services, we have different SLA. For example, We have three customer group "Gold group", "Silver group" and "Bronze group". There are general service, software service, hardware service for each group but with different SLA. For Gold group, SLA for general service is "first response time: 240 notify by 10%; update time: 360 notify by 20%; solution time: 720 notify by 20%" For Silver group, SLA for general service is "first response time: 300 notify by 10%; update time: 3420 notify by 20%; solution time: 780 notify by 20%" ...... When the customer who belongs to Gold group is login, the services and SLAs associated with this group will be set on the choice. Best regards, Xiaoxing

2 1

Ticket state depending of ticketfreetime fields
by Ugo Bellavance 18 Aug '11

18 Aug '11

Hi, Would it be possible to create a genericAgent job that changes the state of a ticket depending of what is in a ticketfreetime field? My idea is that when a ticket is created, our staff must provide the customer with an ETA. However, in the customer interface, there is now way to see this field in the overview interface. So if I could make a job that does: If ETA < $CURRENTDATE and Ticket State is not closed, then Change Ticket State to "ETA expired". Thanks, Ugo

1 0

Created new CustomerTicketMessage.pm that is not working
by kamran matchcraft 18 Aug '11

18 Aug '11

Hi, I wanted to create a new template, not just a button on the same page, but a new designed template that had it's own button on the CustomerTicketOverview page. So, when you click this button, you have a new designed page, and the Action=OtherCustomerTicketMessage This process caused me to add configuration to the Config.pm and create a OtherCustomerTicketMessage.pm file under /Kernel/Modules But, when I click on the Submit button nothing happens. Any clues or way to direct me to debug this? Thanks, Kamran

1 0

Field template on creation of different type of the ticket
by Xiaoxing Meng 18 Aug '11

18 Aug '11

Hi, Who knows how we have a field template on customer ticket creation interface? The only thing that I know is that we can do some modifications in "Kernel/Output/HTML/Standard/CustomerMessageNew.dtl " and the explaination is just for version 2.4.7. Do anyone has any ideas to do this on version 3.0.8. For example, we need a field like "version of the software" for "software ticket". Any reply will be appreciated. Xiaoxing

2 14

Fields in CustomerTicketZoom
by Ugo Bellavance 18 Aug '11

18 Aug '11

Hi, I think I just found out why I had problems adding freetext fields to the TicketZoom view of the customer interface (http://thread.gmane.org/gmane.comp.otrs.user/35431/focus=35434) 1- The field has to be populated to be displayed. If it is null, it is not displayed. 2- It looks like a mandatory field is not displayed if it has been created with a default value. Once I edit the field after the ticket has been created, it is shown.

1 0

Match priority to SLA
by Ugo Bellavance 18 Aug '11

18 Aug '11

Hi, How could I match priorities to SLA? When the ticket is created with a given SLA, I want to have a corresponding priority set (for the color). Of course, if the SLA is changed, the priority should also change. Thanks, Ugo

2 2