July 2012 - otrs - OTRS mailing lists

I can't use my custom stats module
by Iggy Pop 25 Jul '12

25 Jul '12

Hi all, I’ve created a dynamic stats module, following the instructions in the OTRS developer book. I placed the script in Kernel/System/Stats/Dynamic/ But it doesn’t appear in the ‘Dynamic-Object’ drop down on the page ‘Edit: Stat#’, step 1… I can’t find any information about this problem. Any idea? Thanks.

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Re: [otrs] otrs Digest, Vol 46, Issue 51
by Rob Lange 25 Jul '12

25 Jul '12

So could I add these fields to a form and then how would i present it to OTRS because I still want to keep OTRS as the call system. Call Number: system assigned Caller: Name (textbox) Surname (textbox) Tel : Home (textbox) Work (textbox) Cellphone (textbox) Relationship – Personal Relationship - 3rd party Personal ------------------------------------------------------------ Beneficiary: Call Type (Telephonic, Walk-In, Written) Name (textbox) Surname (textbox) ID Number (textbox) Contact Number Beneficiaries’ ID Region District Local Office Ward – linked to ICROP Official / User / Capturer Grant Type Address : Number (textbox) Street (textbox) Suburb (textbox) Town/District (textbox) Province (textbox) Code (textbox) Status - Internal / External Call (dropdownbox) Call Type – Internal Reconsideration Mechanism (dropdownbox) Enquiry Complaint Info(text) Home visit book-in (text) ICROP SRD Solution- Action Taken (text) Resolution date Knowledge base (text) optional Call details Date call logged – system default Date call resolved – system default >>> From: <otrs-request(a)otrs.org> To:<otrs(a)otrs.org> Date: 2012/07/25 01:59 PM Subject: otrs Digest, Vol 46, Issue 51 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: Creating my own ticket template from scratch. (Gerald Young) ---------------------------------------------------------------------- Message: 1 Date: Wed, 25 Jul 2012 07:51:45 -0400 From: Gerald Young <crythias(a)gmail.com> Subject: Re: [otrs] Creating my own ticket template from scratch. To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAKk-oUJ3UJ7D3dTj4xYkbXPxJWA9bE2tj_OeQCK0V9Nh9aQe3Q(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" Some fields can be disabled within SysConfig. See TicketPhone and/or TicketEmail for those configuration (Agent and/or Customer). Any fields Sysconfig doesn't address, you'll need to remove from the Kernel/Output/Standard/(appropriatenamed).dtl Note you *must* have a few fields, including but not exclusively customer email address, subject, body. Other fields *might* fill in as defaults, but if you remove something required, expect to see errors in Syslog. To start with a black (blank) ticket page, present your own custom HTML form that submits to your otrs email address. You don't need OTRS's forms to submit via email. On Wed, Jul 25, 2012 at 1:47 AM, Rob Lange <robl(a)sassa.gov.za> wrote: > I see all of the tickets are formed a certain way. I would like to > create a ticket with the following fields and thats all. > How do I start with a black ticket page. > > I know how to add Dynamic fields already. > > > Rob > > > > Kind Regards, > > Rob Lange > Business Solutions Manager > Business Solutions Unit > ICT > > *LEGAL DISCLAIMER AND CONFIDENTIALITY NOTICE* > > This message may contain information which is confidential, private or > privileged in nature. If you are not the intended recipient, you may not > peruse, use, disseminate, distribute or copy this message or file which is > attached to this message. If you have received this message in error, > please immediately notify the sender by e-mail, facsimile or telephone and > thereafter return and/or destroy the original message. > > Any views contained in this communication are those of the sender except > where the sender specifically states them to be those of South African > Social Security Agency (SASSA). > > While every care has been taken in preparing this document, no > representation, warranty or undertaking (express or implied) is given and > no responsibility or liability is accepted by the South African Social > Security Agency as to the accuracy of the information contained herein, > that the mail is virus-free, or for any loss arising therefrom. > > ______________________________________________________________________ > This outbound email has been scanned by the IS Mail Control service. > For more information please visit http://www.is.co.za > ______________________________________________________________________ > > --------------------------------------------------------------------- > 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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Re: [otrs] otrs Digest, Vol 46, Issue 52
by Rob Lange 25 Jul '12

25 Jul '12

Which .dtl file would I edit to change the order? >>> From: <otrs-request(a)otrs.org> To:<otrs(a)otrs.org> Date: 2012/07/25 02:58 PM Subject: otrs Digest, Vol 46, Issue 52 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: OTRS with Dreamweaver (Gerald Young) 2. Re: Reply on OTRS Dashboard (Gerald Young) 3. Re: otrs Digest, Vol 46, Issue 51 (Rob Lange) ---------------------------------------------------------------------- Message: 1 Date: Wed, 25 Jul 2012 08:03:08 -0400 From: Gerald Young <crythias(a)gmail.com> Subject: Re: [otrs] OTRS with Dreamweaver To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAKk-oU+iN+tOx5_ob9Z0HREUGy5rZPTmBKEbHXRePr9xtdBSRA(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" I agree with Steve in the "make your own theme". (See the docs) "Is there a way?" Well, yes, ...if you have file/ftp write access to Kernel/Output/HTML/Standard/* . Dreamweaver is a glorified text editor, so conceptually, there is nothing in the .dtl that will prevent you from using Dreamweaver to manipulate field order. The caveat is that you will need to be careful to keep intact block markup. They don't have to be in the same order, but a given block set needs to keep both start and end tags. On Wed, Jul 25, 2012 at 6:20 AM, Steven Carr <sjcarr(a)gmail.com> wrote: > No, Dreamweaver doesn't understand the DTL code. > > + don't do it unless it's absolutely critical, and if you do do it then > make your own theme, otherwise it will completely screw you over when it > comes to code updates. > > Steve > > > > On 25 July 2012 06:48, Rob Lange <robl(a)sassa.gov.za> wrote: > >> >> Is there a way to bring the OTRS ticket page into dreamweaver and edit it >> from there with regards to field order? >> >> >> >> Kind Regards, >> >> Rob Lange >> Business Solutions Manager >> Business Solutions Unit >> ICT >> >> *LEGAL DISCLAIMER AND CONFIDENTIALITY NOTICE* >> >> This message may contain information which is confidential, private or >> privileged in nature. If you are not the intended recipient, you may not >> peruse, use, disseminate, distribute or copy this message or file which is >> attached to this message. If you have received this message in error, >> please immediately notify the sender by e-mail, facsimile or telephone and >> thereafter return and/or destroy the original message. >> >> Any views contained in this communication are those of the sender except >> where the sender specifically states them to be those of South African >> Social Security Agency (SASSA). >> >> While every care has been taken in preparing this document, no >> representation, warranty or undertaking (express or implied) is given and >> no responsibility or liability is accepted by the South African Social >> Security Agency as to the accuracy of the information contained herein, >> that the mail is virus-free, or for any loss arising therefrom. >> >> ______________________________________________________________________ >> This outbound email has been scanned by the IS Mail Control service. >> For more information please visit http://www.is.co.za >> ______________________________________________________________________ >> >> --------------------------------------------------------------------- >> 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 >> > > > --------------------------------------------------------------------- > 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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Re: [otrs] otrs Digest, Vol 46, Issue 52
by Rob Lange 25 Jul '12

25 Jul '12

thanks, I just wanted an easier way to do it as I am just learning OTRS and feel it is quite powerful. >>> From: <otrs-request(a)otrs.org> To:<otrs(a)otrs.org> Date: 2012/07/25 02:58 PM Subject: otrs Digest, Vol 46, Issue 52 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: OTRS with Dreamweaver (Gerald Young) 2. Re: Reply on OTRS Dashboard (Gerald Young) 3. Re: otrs Digest, Vol 46, Issue 51 (Rob Lange) ---------------------------------------------------------------------- Message: 1 Date: Wed, 25 Jul 2012 08:03:08 -0400 From: Gerald Young <crythias(a)gmail.com> Subject: Re: [otrs] OTRS with Dreamweaver To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAKk-oU+iN+tOx5_ob9Z0HREUGy5rZPTmBKEbHXRePr9xtdBSRA(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" I agree with Steve in the "make your own theme". (See the docs) "Is there a way?" Well, yes, ...if you have file/ftp write access to Kernel/Output/HTML/Standard/* . Dreamweaver is a glorified text editor, so conceptually, there is nothing in the .dtl that will prevent you from using Dreamweaver to manipulate field order. The caveat is that you will need to be careful to keep intact block markup. They don't have to be in the same order, but a given block set needs to keep both start and end tags. On Wed, Jul 25, 2012 at 6:20 AM, Steven Carr <sjcarr(a)gmail.com> wrote: > No, Dreamweaver doesn't understand the DTL code. > > + don't do it unless it's absolutely critical, and if you do do it then > make your own theme, otherwise it will completely screw you over when it > comes to code updates. > > Steve > > > > On 25 July 2012 06:48, Rob Lange <robl(a)sassa.gov.za> wrote: > >> >> Is there a way to bring the OTRS ticket page into dreamweaver and edit it >> from there with regards to field order? >> >> >> >> Kind Regards, >> >> Rob Lange >> Business Solutions Manager >> Business Solutions Unit >> ICT >> >> *LEGAL DISCLAIMER AND CONFIDENTIALITY NOTICE* >> >> This message may contain information which is confidential, private or >> privileged in nature. If you are not the intended recipient, you may not >> peruse, use, disseminate, distribute or copy this message or file which is >> attached to this message. If you have received this message in error, >> please immediately notify the sender by e-mail, facsimile or telephone and >> thereafter return and/or destroy the original message. >> >> Any views contained in this communication are those of the sender except >> where the sender specifically states them to be those of South African >> Social Security Agency (SASSA). >> >> While every care has been taken in preparing this document, no >> representation, warranty or undertaking (express or implied) is given and >> no responsibility or liability is accepted by the South African Social >> Security Agency as to the accuracy of the information contained herein, >> that the mail is virus-free, or for any loss arising therefrom. >> >> ______________________________________________________________________ >> This outbound email has been scanned by the IS Mail Control service. >> For more information please visit http://www.is.co.za >> ______________________________________________________________________ >> >> --------------------------------------------------------------------- >> 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 >> > > > --------------------------------------------------------------------- > 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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Reply on OTRS Dashboard
by Kaushal Shriyan 25 Jul '12

25 Jul '12

Hi, When i reply any email on OTRS dashboard and click on submit, it responds very slow and takes lot of time and eventually it goes through but with a delay. Any clue? Please let me know if anyone needs more information viz configs or logs. Regards Kaushal

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OTRS with Dreamweaver
by Rob Lange 25 Jul '12

25 Jul '12

Is there a way to bring the OTRS ticket page into dreamweaver and edit it from there with regards to field order? Kind Regards, Rob Lange Business Solutions Manager Business Solutions Unit ICT ______________________________________________________________________ This outbound email has been scanned by the IS Mail Control service. For more information please visit http://www.is.co.za ______________________________________________________________________

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Creating my own ticket template from scratch.
by Rob Lange 25 Jul '12

25 Jul '12

I see all of the tickets are formed a certain way. I would like to create a ticket with the following fields and thats all. How do I start with a black ticket page. I know how to add Dynamic fields already. Rob Kind Regards, Rob Lange Business Solutions Manager Business Solutions Unit ICT ______________________________________________________________________ This outbound email has been scanned by the IS Mail Control service. For more information please visit http://www.is.co.za ______________________________________________________________________

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Re: [otrs] Backup on OTRS
by Steve Clark 25 Jul '12

25 Jul '12

On 07/24/2012 05:16 AM, Adi Ariyanto wrote: > > Hi, did someone ever meet this case ? > > I try to backup my otrs with this command > > ./backup.pl -d /backup/ > > But I got "ERROR: No Such directory: /backup/ > > I google and found an post that said backup.pl not work on debian, my OTRS run on Debian, then I try install OTRS on CentOS then I try run backup.pl but found the same error. > > What I have try > > 1.Try to change group permission (chown) > > a.On Debian : chown otrs www-data /backup/ > > b.On CentOS : chown otrs apache /backup/ > > Any idea ? > > Hmm... On CentOS 5.x I use a shell script from a root cron job that has #!/bin/sh /opt/otrs/scripts/backup.pl -d /opt/backups/ and it work just fine. -- Stephen Clark *NetWolves* Director of Technology Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com http://www.netwolves.com

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clear old ticket from database
by Stefano Ricci 24 Jul '12

24 Jul '12

it's possible to clear old ticket from database? if is possible, the list of tables that i have to clear. for example, at the end of the year i create my macro statistics about the year and after a delete with a query the tickets from database... to start the new year with an empty history..

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Disable automatic customer assignment
by ml ml 24 Jul '12

24 Jul '12

Hello! when a E-Mail arrives and the sender is in the customer database, the ticket automatically gets assigned to the customer. Can i disable the auto assignment? Thanks, Mario

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