January 2014 - otrs - OTRS mailing lists

List of Variables
by Jill Goldstein 07 Jan '14

07 Jan '14

Is there a handy dandy chart or list of Variables (tags) that I can reference in making templates and autoreply emails and things? There are examples listed on each of the template and autoresponse page, but I'd like to see the syntax of different things. I have checked the manual, but didn't see anything, however, I could be blind as well. Jill Goldstein Customer Support http://spfsolutions.biz<http://spfsolutions.biz/> Phone: 303-731-5634

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"Next Ticket state" problem
by Nick Bright 07 Jan '14

07 Jan '14

Greetings, In our OTRS installation some years ago, we configured several custom "close" states. Since then we have been putting up with (unable to solve) a problem where ALL new tickets want to start with a "Next Ticket State" of the first in the list of these custom close states. As you can imagine, this creates a problem where new tickets are created as closed if the agent isn't vigilant! I have verified configurations more times than I can count. There is absolutely NOT A SINGLE piece of configuration that should be responsible for this, and yet it is happening. So my question for the list is - What weird, off the wall, shouldn't-happen-but-it-does ways of impacting the default Next Ticket State of *ALL *(/both phone and email/) new tickets created/through the agent UI/ be set to a value other than that specified in the SysConfig parameters? Permissions? Missing settings somewhere else? Something making type "open" not function properly? Cats with lasers? ZZZAuto.pm: $Self->{'Ticket::Frontend::AgentTicketCompose'}->{'StateDefault'} = 'open'; $Self->{'Ticket::Frontend::AgentTicketEmail'}->{'StateDefault'} = 'open'; $Self->{'Ticket::Frontend::AgentTicketPhone'}->{'StateDefault'} = 'open'; $Self->{'Ticket::Frontend::AgentTicketPhoneInbound'}->{'State'} = 'open'; $Self->{'Ticket::Frontend::AgentTicketPhoneOutbound'}->{'State'} = 'open'; -- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information& 30 day free trial at - - http://www.valnet.net/services/valnet-vault - -----------------------------------------------

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Agent Notifications
by Jill Goldstein 07 Jan '14

07 Jan '14

Ok, I'm just about ready to have OTRS live. The last thing I'm working on is notifying an Agent that a ticket has been placed in their ownership. I see there is a notification for Agent:OwnerUpdate. How is that triggered so that an email notification is sent to the Agent that has received that ticket? I have read the manual, and I'm guessing it should be working but it's not. I'm missing something simple. If you need screenshots, please let me know. Jill Goldstein Customer Support http://spfsolutions.biz<http://spfsolutions.biz/> Phone: 303-731-5634

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Escalation not working
by Darshak Modi 07 Jan '14

07 Jan '14

Hello, I have installed OTRS just now. I am testing Escalation but they are not working . No warning emails, even tickets not shown in Escalated view. I have defined SLA -> Service and Assigned that to Customer. I have also modified GenericAgent.pm to enable escalation. However its still not working. What is missing ? --

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Queue name internationalization
by Gergely Polonkai 07 Jan '14

07 Jan '14

Hello, is it possible to internationalize queue names, CI categories, etc.? Best, Gergely

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Issue with Agent Notification on a new ticket OTRS
by Bohdan Hutkovskyy 07 Jan '14

07 Jan '14

Hello, I have recently installed and configured OTRS 3.3.3 & ITSM 3.3.3 on Windows machine. Everything works just fine. However, I am having an issue with agent notification on a new ticket coming to a queue and wanted to ask you guys for help. Currently I am testing otrs and I have setup a queue "HelpDesk". Postmaster mail has been configured so that each incoming email is fetched and automatically placed to that queue. Now I have an agent configured, which has selected "HelpDesk" in "my queue" box. Also, notification on a new ticket has been set to "yes". In result, when each ticket comes, an agent must be notified but for some reason no notification is sentt. Also, I noticed that when I create a ticket within a customer web page (not sending an email), an agent does get notified. When I send an email to a helpdesk, no notification email is sent. FYI, the mail address and the agent's email are different. Also I thought if the agent sends the email to otrs, perhaps he wouldn't receive a notification email since it is the same email address for customer and an agent. So basically there are 3 different emails in this scenario: Agent#1 OTRS email (helpdesk) and random email that sends a ticket to otrs. Here is the log info: Ticket submitted via email: [Fri Dec 13 09:24:04 2013][Info][Kernel::System::Ticket::TicketCreate] New Ticket [2013121310000035/Notification Te] created (TicketID=70,Queue=IT Helpdesk,Priority=3 normal,State=new) [Fri Dec 13 09:24:05 2013][Info][Kernel::System::Ticket::Article::ArticleSend] Sent email to 'Customer <customer@######>' from 'IT Help Desk <ithelpdesk@#######>'. HistoryType => SendAutoReply, Subject => [Ticket#2013121310000035] RE: Notification Test; -->> which I assume is an auto response automatically sent back [Fri Dec 13 09:24:05 2013][Info][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto response (SendAutoReply) for Ticket [2013121310000035] (TicketID=70, ArticleID=144) to ''Customer <customer@######>'. [Fri Dec 13 09:24:05 2013][Info][Kernel::System::MailAccount::POP3::Fetch] POP3S: Fetched 1 email(s) from host. *As you can see, there is no agent notification being sent....* Here is a log enty when ticket was submitted via web interface [Fri Dec 13 09:05:59 2013][Info][Kernel::System::Ticket::TicketCreate] New Ticket [2013121310000017/Notification Te] created (TicketID=68,Queue=IT Helpdesk,Priority=3 normal,State=new) [Fri Dec 13 09:06:00 2013][Info][Kernel::System::Ticket::Article::ArticleSend] Sent email to '"Customer" <Customer@####>' from 'IT Help Desk <ithelpdesk@#######>>'. HistoryType => SendAutoReply, Subject => [Ticket#2013121310000017] RE: Notification Test; [Fri Dec 13 09:06:00 2013][Info][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto response (SendAutoReply) for Ticket [2013121310000017] (TicketID=68, ArticleID=140) to '""Customer" <Customer@####>'. *[Fri Dec 13 09:06:00 2013][Info][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'NewTicket' notification to 'agent@####'.* Here you can see a log entry saying that notification was sent... It seems weird....is it a bug or something? Please help me out Thanks! -- Best Regards, Bohdan Hutkovskyy

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Templates and customizing PhoneNew
by Lars Jørgensen 07 Jan '14

07 Jan '14

Hi, Recently upgraded our test system because we want to use the template feature. While the current implementation is a good idea, we would like the following things to be added to make it truly useful as a "quick ticket" feature (we get a lot of "I forgot my password!" phonecalls. Most of them doesn't get registered in OTRS because it takes longer than to actually solve the problem for the user). * The template should also include a subject. It would be nice just to copy the template name to the subject field. * When you create a new phone ticket, it should be possible to select a defalt queue (in our case, a general "Helpdesk" queue will carry 90% of all created tickets. It's a waste of time to select it every time, especially because we have many queues and need to scroll the list to see it). Also, when you create a new phone ticket, there's a "Customer ID" field on it, that was not there in version 3.2. What is it, and how do I get rid of it? -- Lars

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Unable to change SysConfig from UI
by Nick Bright 07 Jan '14

07 Jan '14

Greetings, What might be causing the inability to change SysConfig parameters from the Agent UI? File permissions are correct: -rw-rw----. 1 apache apache 208K Jan 6 22:37 ZZZAAuto.pm -rw-rw----. 1 apache apache 11K Jan 6 22:26 ZZZAuto.pm Yet when I modify a value through the SysConfig UI the browser chews on it for a moment, reloads the page, and nothing has changed. If I modify the values directly in the .pm files above, the changes are reflected properly in the SysConfig UI and take effect in OTRS. Thoughts? -- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information& 30 day free trial at - - http://www.valnet.net/services/valnet-vault - -----------------------------------------------

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question about using an external customer backend
by Ralf Mueller 05 Jan '14

05 Jan '14

Hello, I have read the documentation about using an external backend for customer data (http://doc.otrs.org/3.2/en/html/external-backends.html#customer-data ). My question now is, how can I map fields, that have different names? If for example the data field in OTRS is named email, but the corresponding value is stored in a field called emailaddress in our customer database, how can I map the two fields? Although I read the documentation more than once, it could find a solution for this. Thanks for any hints, Ralf

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Queue names do not appear in the 'From Queue' New Email/Phone ticket, instead shows '<>'
by Leah Kelly 05 Jan '14

05 Jan '14

Hello, I am the admin for a relatively new OTRS 3.3.1 install, and have ran into an odd problem which I have not been able to remedy or find a solution for online. It could have been that I changed something, though I cannot find what it would have been. Here’s my problem: When creating a new email or phone ticket, the 'From Queue' drop-down is filled with a list of “<>”s. Each “<>" corresponds to a specific queue - whereupon after selecting any given “<>", you can then select an agent in the ‘Owner’ drop-down who is a member of that queue. The only way to find your queue is to select a “<>” and then see if your name is in the ‘Owner’ drop-down - thiis is currently the only way we can create a new email/phone ticket. The agents have to search through the “<> each time until they find their name in the Owner drop-down. I can’t figure any way out to get my queues listed in this drop-down. I have searched and searched through the SysConfig files, but to no avail. Can anybody help? Subsequently, I would love to find a way for the ‘From Queue’ and the ‘Owner’ drop-downs default to whatever agent is signed in, just to save them these two steps. Thank you to anybody who can help in any way. Leah Kelly

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