August 2011 - otrs - OTRS mailing lists

Auto check of the text fomat entered
by Xiaoxing Meng 18 Aug '11

18 Aug '11

Hi guys, Is it possible to check automatically the fomat of the text that we enter in the freetextfield? I need a textfield in which we can enter a number in form like "INT-0001" as the internal reference for a ticket; another textfield in which we can enter a number in form like "EXT-0001" as the external reference for a ticket; the third textfield for ticket location that is obliged to be entered in form like 7311.0260N+01833.4285W. (W: West; S: South; N: North; E: East) So I need the system to check to verify the fomat if the fomat is incorrect, the ticket will be rejected and an explanation will be sent. Best regards, Xiaoxing

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PostMaster filter to process a TicketTime Value
by Ugo Bellavance 18 Aug '11

18 Aug '11

Hi, We'd like to be able to have our customers specify a deadline for some e-mail requests. We use TicketFreeTime2 field for that. Is it possible to process an e-mail with a filter so that if a customer sends an e-mail that contains something like: Deadline: 2011-09-09 10:12:00, it sets the X-OTRS-TicketTime2 to 2011-09-09 10:12:00? Thanks, Ugo

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Re: [otrs] Missing Free Fields Link
by LQ Marshall 18 Aug '11

18 Aug '11

Le 2011-08-17 16:48, LQ Marshall a écrit : > In which interface? Agent? Customer? Both? > > Can you see them in the database? The agent interface is where I'm attempting to restore the link. Not sure how useful the Free Field link would be for a customer (a good opportunity for them to corrupt something?) but I suppose that it might be needed for some. Continue to look but not finding much success. Specifically, a link on the agent ticket screen called "FREE FIELDS" used to be there. The link returned a screen where I would primarily fix/setup Master-Slave settings. The screen allowed you to edit other Free Fields as well and the Ticket title as well. After we upgraded to 3.0.x the link didn't return... and I've got a number of master-slave edits to make and can't find the page to correct them. If you know please share... ty

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Missing Free Fields Link
by LQ Marshall 17 Aug '11

17 Aug '11

After our last two upgrades, the "Free Fields" link disappears from the tickets. Last time I eventually found that something had been incorrectly set and turned them off, but I'm not been so successful with 3.0.x. I've not been able to find an appropriate link in my searches. Does anyone know where what setting enables the Free Fields button on the tickets? tia

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Send Customer Notification With SLA time
by Wagner 17 Aug '11

17 Aug '11

Hello, is there a way to send a e-mail to the customer with the estimated SLA time for solving his issue? and a e-mail if the SLA time has reached 50%, and another if it reaches 90% Thanks

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How to sort ticket view queue or ticket view stutus by last changed ticket
by mohammad shahmoradi 17 Aug '11

17 Aug '11

I'm new to OTRS and I'm using otrs 3.0.9. tickets are not displayed by last changed ticket order. Is there any way to sort tickets by last changed ticket so when someone adds a note to a ticket or sends a responce to a ticket you can understand. Or is there any way to add a colomn to ticket view stutus that shows last changed ticket ??? plz help me

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Duplicates... link or merge?
by Ugo Bellavance 17 Aug '11

17 Aug '11

Hi, What is the recommended procedure in the case where two persons open a ticket that describe exactly the same problem? In 2.3, we used to use merge, but when closing one ticket, the other would need to be closed manually. Thanks, Ugo

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RSS Modules
by Mikola Rose 17 Aug '11

17 Aug '11

Hi again, Has anyone had any experience with adding the rss feeds that are found on the agent dashboard to the customer pages?

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upgrade to otrs 3.0.9
by Andrew Meyer 17 Aug '11

17 Aug '11

I just upgraded to Fedora 15 and OTRS 3.0.9 now when I got to reply to ticket, the message body disappears... this is on all browsers. When I go to add another empty response, the body of it is gone as well. Any ideas? Andrew Meyer ameyer(a)precisionpractice.com Unix Systems Administrator Precision Practice Management 689 Craig Rd. Saint Louis, MO 63141 314-787-0681 (Main Line) 314-881-5265 (Direct) 314-881-5365 (Fax) 314-565-0868 (cell) After Hours Emergency 314-576-9146

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New field as Time Units
by Himanshu Arora 16 Aug '11

16 Aug '11

Hi, I want to create a new field as like Time Units, whenever I update the ticket and enter the hours / minutes / seconds so that it keeps on adding it, just as same as Time Units. Can someone please help? Thanks, Him

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