September 2011 - otrs - OTRS mailing lists

Define "My Queue" for Agent Preferences from SysConfig
by Jonathan Scheidell 13 Sep '11

13 Sep '11

Afternoon, I just started with OTRS and I'm very impressed with its flexibility. I'm looking to define the agent preferences globally to include a default "My Queue" selection. It looks like this can be defined from the admin section using the PreferencesGroups###CustomQueue, but I'm unsure of the syntax to use for the Key name and a cursory search of the forums and historic mailing list did not turn up my answer either. Thanks in advance, -- Jon Scheidell ______________________________________________________________________ This email has been scanned and certified safe by SpammerTrap(r). For Information please see http://www.spammertrap.com/ ______________________________________________________________________

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add external customers
by DM_Julio Angulo 12 Sep '11

12 Sep '11

Hello team, I have OTRS running, clients access using LDAP, but would like to enable the function to create accounts, some people do not have AD account but need to use customer interface to create ticket. Any ideas?, thanks Julio Angulo Telf.: +51 1 4150300 anexo: 1468 Movil: +51 997066155

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Responsible set automatically when changing the queue
by Robert Poreba 09 Sep '11

09 Sep '11

Hi All, Just noticed somewhat unexpected 'feature'. When we move a ticket between queues, it automatically sets responsible to the name of the agent moving the ticket. Had a look at sysconfig for ViewMove but it doesn't look like it is configureable there. Any ideas? -- Kind Regards, Robert

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Ticket Alerts
by Garabed Yegavian 09 Sep '11

09 Sep '11

I would like to be able to create a ticket for system downtime that would email all customers that would be effected by this ticket. The first notification would be to notify the customers of the outage. I would like for the system to automatically email a ticket reminder on the day the outage will be happening saying "today's the day"!!!! When the ticket is closed I will manually close the ticket which should email everyone the system is back up. Is this possible or has anyone had a similar situation which they have found a way to do something like this? Thank you, Garabed Yegavian

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Provide customers to software updates
by Paul Foley 08 Sep '11

08 Sep '11

Hi, Is it possible from the Customers.pl support portal to provide a customer with the capability to view and download new updates (be they a point release or software patch) to a particular product? For example, XYZ Corporation provides support service to Customer A for a software product X. XYZ would like to provide a News and Update page and/or link that will allow Customer A to view new updates for product X from the support portal. Regards, Paul

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RES: Problem: Time is diferent of the server?s clock in OTRS
by Leonardo Conrado 08 Sep '11

08 Sep '11

Hello people!! I found the responsible option by date and time in OTRS ticket... Go in ADMIN >> SysConfig >> Framework -> Core::Time...You change the TimeZone option as needed!!! Thanks Julio Angulo by feedback! -----Mensagem original----- De: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Em nome de otrs-request(a)otrs.org Enviada em: quinta-feira, 8 de setembro de 2011 13:42 Para: otrs(a)otrs.org Assunto: otrs Digest, Vol 36, Issue 13 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Problem: Time is diferent of the server?s clock in OTRS ticket! (DM_Julio Angulo) 2. Re: Provide customers to software updates (Mikola Rose) ---------------------------------------------------------------------- Message: 1 Date: Thu, 8 Sep 2011 11:38:50 -0500 From: "DM_Julio Angulo" <dm_jangulo(a)equifax.com.pe> Subject: Re: [otrs] Problem: Time is diferent of the server?s clock in OTRS ticket! To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <F4BE4F8E1277D046A477827B74D3CD425A8076(a)pe1ivwpexcsbe01.infocorp.local> Content-Type: text/plain; charset="iso-8859-1" Hello, do you check calendar? should be aligned with your GMT time De: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] En nombre de Leonardo Conrado Enviado el: Jueves, 08 de Septiembre de 2011 10:50 a.m. Para: otrs(a)otrs.org Asunto: [otrs] Problem: Time is diferent of the server?s clock in OTRS ticket! Hello everybody!! I am with a problem... my server is configured with NTP but the date and time inside my tickets even is different of the server?s clock, does anyone know what the problem is? Att, Leonardo Couto Conrado.

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Problem: Time is diferent of the server´s clock in OTRS ticket!
by Leonardo Conrado 08 Sep '11

08 Sep '11

Hello everybody!! I am with a problem... my server is configured with NTP but the date and time inside my tickets even is different of the server´s clock, does anyone know what the problem is? Att, Leonardo Couto Conrado.

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Re: [otrs] Source for Iphone Application
by Martin Edenhofer 07 Sep '11

07 Sep '11

Hi Erling, I want to offer you support for the server site (do you have docu what you want to have?). I see, there are more people interested. Should we start a public project group?Who wants to join? -Martin (OTRS.org founder) On Aug 12, 2010, at 10:21, "Erling Lothe" <el(a)adell.no> wrote: > Hey again, > > I have been working on an Android app the last two weeks. Currently it > just reads tickets, you have the possibility to assign tickets and add > them to your phones calendar. > The problem is that most of the time I struggle on the server side > to get > data in and out of otrs. On the server side I have some PHP > returning JSON > to the phone. > > Therefor if I could get some documentation on how the JSON requests > to and > from the iphone-handler is it would really make my work easier. > Since I already use JSON queries it would be easy to rewrite the few > lines > of code to use the iphone-handler instead. > > Vennlig hilsen - Best regards - Saludos Cordiales > > Erling Lothe > IT Consultant > Adell Group AS > > Phone: +47 52003565 / +47 91831658 > Email: el(a)adell.no > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf > Of > Jos Vos > Sent: 11. august 2010 17:04 > To: User questions and discussions about OTRS. > Subject: Re: [otrs] Source for Iphone Application > > Hi, > > On Wed, Aug 11, 2010 at 04:27:03PM +0200, Michiel Beijen wrote: > >> The iPhone app is not written in Perl, as that is not supported on >> the >> iPhone. The iPhone app sends JSON queries to the OTRS iPhone handle, >> which is server-side, and is written in Perl just as the rest of the >> OTRS platform. >> >> I'm not involved with the iPhone app, but I do know there is a reason >> that the iPhone source code is NOT AGPL licensed, and not publicly >> available. All our source code is AGPL licensed, and available, >> including the iPhone handle that should be installed server-side, >> except for the iPhone app. I'll see if I can get more explanation for >> you. > > What are the plans for an Android version? > > Android or (or otherwise will be soon) more popular in the "open > community" than the closed iPhone. > > Thanks, > > -- > -- Jos Vos <jos(a)xos.nl> > -- X/OS Experts in Open Systems BV | Phone: +31 20 6938364 > -- Amsterdam, The Netherlands | Fax: +31 20 6948204 > --------------------------------------------------------------------- > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > --------------------------------------------------------------------- > 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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anyone is allowed to edit the survey but no trace is left
by Leonardo Certuche 07 Sep '11

07 Sep '11

Hello there, One of our customers told us everyone was able to change the survey. When we went and tried we realized he was right: any user who can click on the survey, can also edit it and what is worse, all changes appeared to be created by the user with ID 1. We opened a bug report for that: http://bugs.otrs.org/show_bug.cgi?id=7715 Are you guys experiencing the same? How can we avoid it? Thanks, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

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Need to change some ticket field lables...
by Jefferson Davis 06 Sep '11

06 Sep '11

Need to change the "TO:" to something else in the customer ticket form. Where do I do this ? -- Jefferson K Davis Technology and Information Systems Manager Standard School District 1200 North Chester Ave Bakersfield, CA 93308 661.392.2110 ext 120 (office) 661.392.0681 (fax) http://district.standard.k12.ca.us

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