March 2014 - otrs - OTRS mailing lists

searching for closed tickets
by Leah Kelly 14 Mar '14

14 Mar '14

Thanks for all the help, again. Love this forum. My new question is this - is there a way to be able to see your sent emails easily, like from a folder like it would work in an email client? Agents are finding it very difficult to return to a ticket they’ve closed or responded to, in order to review what they sent, forward, or respond to again (if they sent it prematurely, for example). We have ‘full text’ search enabled, and they know how to use the search tool, but they still find searching very non-intuitive and time-consuming. Are there any tips or help we can get in this area?

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Re: [otrs] Create note and move ticket to another queue
by Leah Kelly 14 Mar '14

14 Mar '14

perfect, thank you!!

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Last article/action item = age
by Leah Kelly 14 Mar '14

14 Mar '14

I’ve read that OTRS does not have this capability yet, but I wanted to make sure - is there any way for us to set Age to how long ago the last action (article) was made? Also, is there a way to simply display the date instead of the age of the ticket. I am asked this question all the time by my agents - does anybody know if there are plans to add this functionality to sys config, or something similar to help address this issue? The ‘Age’ attribute doesn’t really help us all that much. I know there is a code change you can make, but we as a company are trying to stay away from that. Thanks! Leah

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Create note and move ticket to another queue
by Leah Kelly 13 Mar '14

13 Mar '14

Is there a way to move a ticket and write a note in one step? Currently our agents have to write a note explaining the ticket and the move, then move the ticket to another queue = two steps. Any way to make this one step?

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Send notification based on article dynamic field
by Rudolf Bargholz 13 Mar '14

13 Mar '14

Hi, Our requirement ist to inform our customer when we load a patch on their productive environment. In order to log this information we have created two new dynamic fields or type "article": LoadInfo: if this is a "patch" or a "fullversion" Approval: the name of the person that approved the patch We have tried to use the notifications in OTRS to generate a mail to the customer whenever an article is created with a "LoadInfo" = "patch" or "fullversion": http://support.com/otrs/index.pl?Action=AdminNotificationEvent;Subaction=Add Unfortunately in the Admin-"Add" window for the notification the ticket section displays the dynamic fields, but in the article section it does not seem possible to filter the articles based on values in the dynamic fields. Is this just the way that this is, or can I somehow in the SysConfig tell the notifications to search over the dynamic article fields? Any help appreciated. Regards Rudolf

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Maxsize of attachment in response
by claude 12 Mar '14

12 Mar '14

Hi, Where can I configure the maxsize of attachment in response ? Actually when the file is more than 1Mo, I can't send it. Thanks and regards Claude

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Customer search for article based dynamic fields
by Rudolf Bargholz 12 Mar '14

12 Mar '14

Hi, Dynamic fields can be of type "ticket" or "article". If I create a dynamic fields of type "article" and add it to "Ticket::Frontend::AgentTicketSearch###DynamicField", then I can use the ticket search feature in the agent interface to search for tickets that contain the article dynamic fields: http://support.com/otrs/index.pl?Action=AgentTicketSearch If I add the article dynamic fields to "Ticket::Frontend::CustomerTicketSearch###DynamicField" then the customer cannot search their tickets using these filters in the customer interface: http://support.com/otrs/customer.pl?Action=CustomerTicketSearch The dynamic fields of type article are not visible in the customer search window and one can thus not use these article attributes to search for tickets in the customer interface. Is there a reason for this omission, or is it just something that is not implemented in the customer interface? Or could it be that I am missing something and it ought to work? Any help appreciated. Regards Rudolf

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Split ticket with reference to original ticket in customer interface
by Rudolf Bargholz 12 Mar '14

12 Mar '14

Hi, In the agent interface, when splitting a ticket, there is a "Linked Objects" reference to the original parent ticket. In the customer interface this "Linked Objects" is not visible and a customer cannot, in their interface, navigate from the child ticket to the parent ticket. Does anyone have an idea how I can place a link to the original ticket in a split ticket? Or is there an option to allow a customer to see the links between tickets. Here the link that is generated when I click on "Split" http://support.com/otrs/index.pl?Action=AgentTicketPhone;TicketID=20208;Art… It is the LinkTicketID that I am interested in. The following, when placed in a template works, but gives me a link to the current ticket, not the original ticket. <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>custome r.pl?Action=CustomerZoom&TicketID=<OTRS_TICKET_TicketID> I tried the following, but it seems as if <OTRS_TICKET_LinkTicketID> does not exist. <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>custome r.pl?Action=CustomerZoom&TicketID=<OTRS_TICKET_LinkTicketID> Any help appreciated. Regards Rudolf

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pdf
by Jill Goldstein 10 Mar '14

10 Mar '14

This is a repeat question, I beg your sincerest pardon. However, What is the link to the pdf documentation file please? Jill Goldstein Customer Support Engineer | SPF Solutions office: 303-731-5634 | fax: 720-334-8908 Jill.Goldstein(a)spfsolutions.biz<mailto:Jill.Goldstein@spfsolutions.biz> | http://www.spfsolutions.biz LinkedIn: http://www.linkedin.com/company/3613591?trk=prof-exp-company-name Bringing Mobility to Life [27de857]

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Adding custom columns in TicketOverviewSmall - OTRS 3.3
by Olivier Macchioni 10 Mar '14

10 Mar '14

Hello dear list, There are to a few web pages describing how to add custom Columns in TicketOverviewSmall - for instance http://techiesfromthecradle.blogspot.ch/2012/08/customizing-otrs-list-views… This doesn't seem to be applicable any more with OTRS 3.3 - the file has completely changed, as it introduces new capabilities like sorting / filtering. Do you know of any documentation on how to add more columns on this view, specifically: - Dynamic Fields - Fields coming from a DB Customer Backend (for instance customer Language) Ideally, I'd love to be able to sort / filter them as well :) Thanks, Olivier

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