August 2016 - otrs - OTRS mailing lists

Re: [otrs] E-Mail-Ticket-Template -> "To"-Field and CC / BCC
by Julius Haake 12 Aug '16

12 Aug '16

Hi, I just tried your good idea, it is working for exactly one CC-Field-Entry. If I try to add another CC-Customer it is ignoring the additional fields. I tried to increase the values (value="2") - its not working. Any Idea? :/ Quote: >The following may be of use: ><input name="CustomerTicketCounterCcCustomer" >id="CustomerTicketCounterCcCustomer" type="hidden" value="1"> ><input name="CcCustomerKey_1" id="CcCustomerKey_1" class="CustomerKey" >type="hidden" value="mycustomerusername"> ><input class="CustomerTicketText" title="Cc" name="CcCustomerTicketText_1" >id="CcCustomerTicketText_1" type="hidden" value="myvalue(a)mydomain.com" >readonly="readonly" aria-invalid="false"> Your help is appreciated! Br Julius

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Customer portal
by Sujeeva Tissaarachchi 11 Aug '16

11 Aug '16

Hello Friends, Is it possible to: 1. Make templates available in customer portal2. Enter tabular format data in customer portal Best Regards, Sujeeva Tissaarachchi

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Re: [otrs] E-Mail-Ticket-Template -> "To"-Field and CC / BCC
by Julius Haake 11 Aug '16

11 Aug '16

Hurray, solved my problem for main-customer: <input name="CustomerTicketCounterToCustomer"id="CustomerTicketCounterToCustomer" type="hidden" value="1"> <input name="CustomerKey_1" id="CustomerKey_1" class="CustomerKey" type="hidden" value="mymail(a)mail.com"> <input class="CustomerTicketText" title="An Kundenbenutzer" name="CustomerTicketText_1" id="CustomerTicketText_1" type="hidden" value="mymail(a)mail.com" readonly="readonly" area-invalid="false"> One step closer! Just the problem with more than one CC-Field is left!

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SOAP API - TicketUpdate
by Sujan Shrestha 11 Aug '16

11 Aug '16

Hello there, I am having trouble updating owner of the ticket. i am using soap api in php. can you give me any guidance?

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Regarding automatic escalation
by Paul Joseph 10 Aug '16

10 Aug '16

Hello, If suppose I have three levels 1,2,3 . If a client raises a ticket that is assigned to level1 and escalation time is 1 hour, If the say that the concerned person did not attend to the issue and the escalation time has exceeded then how can the ticket be automatically escalated to the next level? I know that we can do it manually but is there a provision to escalate the issue automatically to the next level and even then if it is not responded then escalated to the next level? How can we achieve this??? Please help! Thanks in advance!!

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Re: [otrs] E-Mail-Ticket-Template -> "To"-Field and CC / BCC
by Julius Haake 10 Aug '16

10 Aug '16

Gerald, thank you for your answer. I commented them out after testing. In fact the fields are not working, I cannot fill in the customer ID or, to be precise, I just don't know the correct field-Names for customer-ID, CC, BCC, etc. >Are they nonfunctional because they're commented or is it simply >coincidental that you indicated the nonfunctional entities by prefacing >them with a comment in what you posted? Any help is highly appreciated BR Julius

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Re: [otrs] Ticket Title change -> now shown in Ticket Queue List
by Julius Haake 10 Aug '16

10 Aug '16

Thats it, thanks so much! >There's a SysConfig option to define whether the ticket overviews show >the last subject or the ticket title... > >Ticket -> Frontend::Agent::TicketOverview >->Ticket::Frontend::OverviewSmall###ColumnHeader BR julius

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otrs.Daemon.pl: using SSL support
by Placide Lysias NJAMI 09 Aug '16

09 Aug '16

Dear All, We are having below message every 10min from our OTRS Server: [Mon Aug 8 23:50:18 2016] otrs.Daemon.pl: using SSL support of Net::POP3 3.05 instead of SSLGlue at /opt/otrs/Kernel/cpan-lib/Net/SSLGlue/POP3.pm line 12. Can you help us to fix the Issue ? Thanks in advance ! Regards, Placide

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Ticket Title change -> now shown in Ticket Queue List
by Julius Haake 05 Aug '16

05 Aug '16

Dear List, if I change a Ticket title over "additional ITSM fields" (I dont know the precise english translation, sorry) the changed title is only shown in the ticket, but not in the ticket queue listing, nor if I lock the ticket in "my locked tickets". Is this a known bug or a feature? :-) BR Julius

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Re: [otrs] otrs Digest, Vol 95, Issue 9
by Julius Haake 04 Aug '16

04 Aug '16

Hello, yes, that is correct, they are not functional, I tested it with the standard fieldnames that came to my mind or that were in the source of the webpage (CCCustomerID, CustomerID, etc.). >I may be missing something. Are you saying that the items that are > >commented (leading #) are not functional? > >

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