June 2012 - otrs - OTRS mailing lists

How to get the value of a dynamic field in an event module
by Bernard Chambon 27 Jun '12

27 Jun '12

Hello, I want to run an action , using event, according to the value of a dynamic field ( dynamic field is a check box, let say "IsCompanyTicket") The current situation : dynamic field created and associated to Customer::Frontend new ConfigItem added in Kernel/Config/Files/Ticket.xml Event module created in Kernel/System/Ticket/Event/ In that module, I can see (print) the dynamic Field name DynamicField_IsCompanyTicket, th'at's ok but I DON'T know how to get the value I meant that something like : my $df_value = $Ticket{DynamicField_IsCompanyTicket}; doesn't work, I got no value I have tried with checkbox but also textfield. I don't kown where to look for in documentation ? Best regards. --------------- Bernard CHAMBON IN2P3 / CNRS 04 72 69 42 18

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file manager package for otrs 3.1.6
by mohammad shahmoradi 27 Jun '12

27 Jun '12

hi all I need file manager package for otrs 3.1.6 , currently existing package is just for otrs 2.x thanks

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customize few things from new email ticket
by nevil chandran 26 Jun '12

26 Jun '12

Hi , I want to customize few things in new email ticket option . 1 . No need to customer option , we have only one customer and need to set this as a cusomer for all one queue tickets .. . 2 . and also dont want servrice , SLA , Owner , reposible .. Help me to speed up tticket raising . Regards, Nevil

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LogMeI Integration
by Mikola Rose 26 Jun '12

26 Jun '12

Hi List, Has anyone seen a way to integrate LogMeIn in tickets? Mik

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Re: [otrs] Help -> Information after merging tickets
by S.Krueger＠aswo.com 26 Jun '12

26 Jun '12

Hi ! no, that doesn´t help. I know this forum entry. It doesn´t help me, because there ´ s no answer to that question, how to send an information to the owner/agent of the ticket, which gets the merged ticket. Message: 2 Date: Mon, 25 Jun 2012 17:51:20 -0400 From: Gerald Young <crythias(a)gmail.com> Subject: Re: [otrs] Help -> Information after merging tickets To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAKk-oUL-19MBMF6_NB31ySD6oM1eEcVZeQLicpZtdW=BozbhMg(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" Does this help? http://forums.otterhub.org/viewtopic.php?f=62&t=15841 On Mon, Jun 25, 2012 at 9:05 AM, <S.Krueger(a)aswo.com> wrote: > Hi ! > > I want to create an email for the ticket-owner, after a new ticket was > merged to an existing ticket. > I try to create an event-notification, but I always get an email with > information about the new (merged) ticket and not about the existing > ticket. :-( > > I which way can I realise it ? Any help is welcome :-) > > Thanks in advance . > Best regards, Stefanie Kr?ger > --------------------------------------------------------------------- > 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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Antwort: otrs Digest, Vol 45, Issue 34
by S.Krueger＠aswo.com 26 Jun '12

26 Jun '12

Hi ! no, it´s not a bugfix or something. It´s just an individual modification. So I think it´s the best way for us, to add the modification again after an update. Thanks :-) Regards, Stefanie Krüger Message: 4 Date: Tue, 26 Jun 2012 08:07:18 +0000 From: <Jan.Dreyer(a)bertelsmann.de> Subject: Re: [otrs] Save individual package modifications To: <otrs(a)otrs.org> Message-ID: <7B276B6110165D4B936F4F11DBA12106106FA2B6(a)GTLBMLXEN0005.bagmail.net> Content-Type: text/plain; charset="iso-8859-1" Hello Stefanie, First option: you can send your patcht o the developers of OTRS and hope that it will be included in the next release. I think that will only do for bugfixes and enhancements that others will have a benefit from. Second option: (this only works for layout modifications) create a template and make it the default. This will not be protected if OTRS decides to change the layout api though, which happens very rarely (but did from 2.4 to 3.0). Third option: create a diff for the changes and try to apply your diffs after an upgrade. Regards Jan Dreyer Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von S.Krueger(a)aswo.com Gesendet: Dienstag, 26. Juni 2012 09:22 An: otrs(a)otrs.org Betreff: [otrs] Save individual package modifications Hi ! is it possible to create individual modifications and save them for updates ? For example : I changed the lenght of the displayed FAQ titles in the file "/Kernel/Output/HTML/Standard/AgentFAQOverviewSmall.dtl" We?re using the FAQ package 2.0.7 How can I protect this modifications for the next updates ? Is that possible ? Stefanie

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Virus Alert
by stephan.hadan＠omikron.net 26 Jun '12

26 Jun '12

----------------------------------------------------------- Attention: Virus Alert ----------------------------------------------------------- This email server at: omikron.net has detected that the message: From: otrs(a)otrs.org Subject: Re: [otrs] Help -> Information after merging tickets contains one or more infected attachments. The message was not delivered to the following recipients: stephan.hadan(a)omikron.net ----------------------------------------------------------- Virus Report ----------------------------------------------------------- : virus detected

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Save individual package modifications
by S.Krueger＠aswo.com 26 Jun '12

26 Jun '12

Hi ! is it possible to create individual modifications and save them for updates ? For example : I changed the lenght of the displayed FAQ titles in the file "/Kernel/Output/HTML/Standard/AgentFAQOverviewSmall.dtl" We´re using the FAQ package 2.0.7 How can I protect this modifications for the next updates ? Is that possible ? Stefanie

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Help -> Information after merging tickets
by S.Krueger＠aswo.com 25 Jun '12

25 Jun '12

Hi ! I want to create an email for the ticket-owner, after a new ticket was merged to an existing ticket. I try to create an event-notification, but I always get an email with information about the new (merged) ticket and not about the existing ticket. :-( I which way can I realise it ? Any help is welcome :-) Thanks in advance . Best regards, Stefanie Krüger

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Documentation on Services and Service Level Agreements?
by Isaac Hailperin 21 Jun '12

21 Jun '12

Hi, I am looking for documentation for "Services" and "Service Level Agrements". They are located under "Ticket Settings", as can be seen in http://doc.otrs.org/3.1/en/html/adminarea.html#adminarea-general I have browsed the admin manual, but could not find any hint on what a "Service" or SLA is good for (I have an idea based on common usage of these words, but that did not quite work out in my install). Could someone please point me at documentation on these topics? If it really does not exist, could someone give a short description? Cheers, Isaac

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