August 2011 - otrs - OTRS mailing lists

Define the reference of a ticket
by Xiaoxing Meng 16 Aug '11

16 Aug '11

Hi guys, Is it possible to define our own form of ticket reference and how to do that with OTRS? For example, A ticket declaring a software problem begins with SF, the date of creation, the number of the ticket(SF-16082011-0001). Best regards, Xiaoxing

1 0

Adding multiple customer emails in TO field via Auto Complete
by Muhammad El-Sergani 16 Aug '11

16 Aug '11

Dear list, Is there a way to add more than just one customer email address in the TO/CC/BCC field(s) via the auto complete feature? Something similar to Thunderbird and Outlook? I mean, why is it limited to only one address, and one has to use the address book then? Is it planned as a feature in one of the future releases? //M

1 0

Customer full name not taken when using Address Book
by Muhammad El-Sergani 16 Aug '11

16 Aug '11

Dear list, I'm wondering if anyone can help with the following: When creating a new email ticket, and selecting Address Book, we populate the TO's and CC's, but strangely, only the email is taken and put into the fields, customer names are not taken as well. Can anyone help please? //M

3 5

Tickets wont stay closed
by Robert Woodworth 16 Aug '11

16 Aug '11

Im trying to figure out why some tickets stay closed and yet others re open themselves. Any troubleshooting ideas ? I set the ticket to closed-successful and a little while later its reopened all by itself. I know I misconfigured something, but I cant find the error.

3 3

Managing multiple companies
by Munroe Sollog 14 Aug '11

14 Aug '11

We are trying to use OTRS to manage multiple company's tickets. However, there doesn't seem to be a way to automatically associate 'customers' with queues when they create customer accounts. The ideal case would be to use the domain part of the email address to make a decision for what queue they can see. This feature exists when people submit tickets via email; I am able to route their ticket to their company's queue. The best I can figure out is to not allow newly registered users to submit tickets at all through the web interface until an admin assigns them a group. This would work fine except I can't alert the admin that a new customer has been registered. To recap: 1) Can web-registered users be automatically joined to their company's group based on their registered email address? 2)Can admin/agents be alerted when a user registers via customers.pl? Does anyone else do something similar? If so, how do you handle this problem? Munroe Sollog Digirati Consulting sollog(a)digiraticonsulting.com (610) 332-7234 x805

1 0

Você tem uma nova mensagem no Badoo! Veja agora...
by Badoo 12 Aug '11

12 Aug '11

Thiago Barroncas deixou uma mensagem para você... Só você pode ler o conteúdo desta mensagem e ver quem a enviou. Delete a qualquer momento ou responda imediatamente com o sistema de troca de mensagens. Para descobrir o que diz a mensagem, siga este link. http://us1.badoo.com/01145509745/in/h38SaPi4BWc/?lang_id=61&m=21&mid=4e4572… Mais gente que espera pacientemente por você: Rommel (Quito, Equador) Mariana (Niterói, Brasil) Ingrid (Niterói, Brasil) http://us1.badoo.com/01145509745/in/h38SaPi4BWc/?lang_id=61&m=21&mid=4e4572… Se o link desta mensagem não funcionar, copie e cole-o em seu navegador. Este email faz parte de nosso sistema de entrega para a mensagem enviada por Thiago Barroncas. Se recebeu este email por engano, por favor ignore-o. A mensagem será deletada em breve. Divirta-se! A Equipe Badoo Você recebeu este email, porque um membro do Badoo deixou uma mensagem para você no Badoo. Esta é uma mensagem de somente envio. Respostas a esta mensagem não são monitoradas ou respondidas. Se você não quer receber mais mensagens do Badoo, por favor nos notifique: http://us1.badoo.com/impersonation.phtml?lang_id=61&mail_code=21&email=otrs…

1 0

FirstName and LastName instead of username in owner field in reports.
by Marat Rabidinov 12 Aug '11

12 Aug '11

Hi all. How I can input FirstName and LastName of agent instead of Username as owner in reports? Thanks! -- ---------------------------------- Marat Rabidinov SaimaTelecom Bishkek, Kyrgyzstan tel. +996 312 900159 e-mail: m.rabidinov(a)saimatelecom.kg -----------------------------------

1 0

otrs 3.0 templating
by Neil Simpson 12 Aug '11

12 Aug '11

Hi all, Have been preparing a test system on version 3.0.9, an upgrade from 2.4.7. Changed all templates to the new way of doing it but we have over 100 templates on AgentTicketEmail.dtl and it takes half the screen, on the 2.4.7 version there was a way to hide templates and just show them when you clicked on a link. Then after clicking the template you wanted the templates would be hidden again and each field populated with the template data. Can anyone enlighten me as to how to do this in version 3.0? thank you in advance Neil

1 0

add my own drop down to a ticket
by mc otrs 11 Aug '11

11 Aug '11

Hi guys, Can I add my own drop down to a ticket so I can select the category when creating a ticket and get a categozied result when generating a report? I know I can use service ->SLA to add a tree which I can select from. However, I want more than one categorization. For example, I want a ticket to select "Windows->logon->cannot logon" as "service" and "SLA". Meanwhile, I also want an agent to be able to select some other informaiton that I am interested like a drop down called "frequency" where I can select something like "only once", "occationally" or "can be reproduced". I may want to add a third dropdown to select something else... Is there anyway to do this? Thank you for any help you may provide. Sincerely, Andrew

3 2

FreeText
by Ugo Bellavance 11 Aug '11

11 Aug '11

Hi, How is the "Required" enforced in FreeText fields? For example, in Ticket::Frontend::AgentTicketFreeText###TicketFreeTime, we can use 0, 1 or 2 for content of a key. If we choose 2 there for content of a key, what will force this field to be populated? Thanks, Ugo

2 2