August 2011 - otrs - OTRS mailing lists

Ignore message with a certain string in the subject
by Paul.Andurnache＠aviva.ro 11 Aug '11

11 Aug '11

Hello, Is there an option to ignore certain e-mails from users ( automated responses, out of office etc... ) ? The subject would have a certain string in it " out of office " and we would like for the OTRS to ignore those messages ( not to create new tickets ). Regards, Please don't print this e-mail unless you really need to.

4 4

Type a mandatory field in ticket creation in customer.pl?
by Ugo Bellavance 10 Aug '11

10 Aug '11

Hi, I can't find a way to not display the Type field in the customer interface's ticket creation page. I think I have seen that the ticket type can be disabled. This could be an option. Is there a way to get rid of the type field w/o disabling the type? Thanks, Ugo

2 1

"owner" of unlocked tickets
by Lars Jørgensen 10 Aug '11

10 Aug '11

Hi, One aspect of OTRS that I have to explain again and again is that an unlocked ticket is in fact unlocked. "But I can see the owner right there! On the screen! Look!", complains the Agent, and doesn't do anything about the ticket. Because it is owned by somebody else, right? Is it possible to remove all references to previous owners in the various lists and views of unlocked tickets that OTRS provides? If I want to see previous owners, I can just open the ticket and look at it. I guess we can create an agent called "Nobody" and assign free tickets to him with a Generic Agent. But this seems like a nasty workaround if a more elegant solution exists. Lars

4 7

Upgrading in two steps
by Ugo Bellavance 10 Aug '11

10 Aug '11

Hi, My current production system is running 2.3.3. I've set up a test system on which I installed 3.0.9 and have imported my backup from my 2.3.3 system, did all the steps to make it working. Now, I'm doing some testing on this 3.0.9 system, but when I'll be ready for the final migration, do I have to set another server (VM in my case), or can I simply import my 2.3.3 database and just run the upgrade scripts on it? Thanks, Ugo

1 0

Survey
by Wagner 10 Aug '11

10 Aug '11

Hello, is there a way to send a survey even if the ticket it´s not closed? I´ve created a state for Waiting Confirmation (pending), the user should receive the survey and if he says it´s ok, the ticket will be closed Thanks

4 15

Can't delete originally merged tickets
by Muhammad El-Sergani 09 Aug '11

09 Aug '11

Dear list, I'm trying to delete tickets from my system that were merged into others. So I created a Generic Agent job, and set the Subject to "Ticket Merged", and chose "Delete Messages" ... but nothing happens. Is it possible to delete such tickets? And how please? Thanks and Best Regards, Muhammad El-Sergani.

2 2

dtl for CustomerTicketOverView
by Ugo Bellavance 09 Aug '11

09 Aug '11

Hi, I can't find any file that contains CustomerTicketOverView in /opt/otrs/Kernel/Output/HTML/Standard. Is it normal? Thanks, Ugo

1 1

Creating New Tickets With The Company Infomation
by matty jones 09 Aug '11

09 Aug '11

I am looking for a way to create new tickets based on the infomation stored in the customer_company table not the customer_user table. When I create a new phone or email ticket I would like theFrom Customer: field to autocomplete against the company table not the user table. If possible, next to options, instead of clicking customer and bringing up that table I would like to click on company and bring up that table. My ultimate goal is to make OTRS company centric instead of user centric. I understand how to add columns to the various tables and set the customerid to the company id to link them but this doesn't work in our case. I have no problem with modifying the code myself, but I can't seem to find the sections of code I need to work with. Thanks. Matty

1 0

Display of TicketFreeTime fieds in customer interface
by Ugo Bellavance 09 Aug '11

09 Aug '11

Hi, I would like to use TicketFreeTime fields for my tickets, so here is what I did: - Created the field in Core::TicketFreeTime - Enabled its display in agent interface in: Ticket::Frontend::AgentTicketFreeText###TicketFreeText - Enabled its display in customer interface in : Ticket::Frontend::CustomerTicketZoom###AttributesView I can see the field in the agent interface, but I can't see it in the customer interface when I zoom on a ticket. Is it a caching issue? Where is this field supposed to be? Also, is it possible to have this field displayed in the summary view of the customer interface? Thanks, Ugo

3 5

I can't close tickets
by Marat Rabidinov 09 Aug '11

09 Aug '11

Hi. I have a CentOS 5.5 i686. Apache 2.2.3, perl 5.8.8, mod_perl 2.0.4-6, OTRS 3.0.9 I have a problem which appears sometimes. I can't close a ticket. I open a ticket, click a "Close" button and get a new window for closing a ticket. But when I have filled a form and click button "Send", the window doesn't close. It stays open and empty. If I close this window and refresh a page of ticket, I see that I have added a new note "Close", but a ticket has status "OPEN". In a several time of this procefure, a ticket will be closed. And if I restart a apache (httpd) service, a ticket will be closed at once when I click "Send" in Closing window. So, how I can solve this issue? -- ---------------------------------- Marat Rabidinov SaimaTelecom Bishkek, Kyrgyzstan tel. +996 312 900159 e-mail: m.rabidinov(a)saimatelecom.kg -----------------------------------

2 5