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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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Re: [otrs] Queue names do not appear in the 'From Queue' New Email/Phone ticket, instead shows '<>'
by Leah Kelly 02 Jan '14

02 Jan '14

Yes, the browser is javascript-enabled, thanks. I also tried to reload all the javascript in FrontEnd::Agent::ModuleRegistration and for Admin even. I still only see the list of <>. Anything else I can try? Thank you so much!

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Re: [otrs] Queue names do not appear in the 'From Queue' New Email/Phone ticket, instead shows '<>'
by Leah Kelly 02 Jan '14

02 Jan '14

I am not sure I understand. I know about access lists, but you are telling me just to create an new email ticket or phone ticket, you have to write a script? I would think this would just be standard in the installation - every agent should be able to create an email and see their name in the drop down. I’m not sure how to do this, can you help me get started, or supply more information please? Thank you, Leah

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default services to customers not assigning
by Darshak Modi 02 Jan '14

02 Jan '14

I am giving all services as default services but when I go to Services -> Customer, it shows unassigned only. What else am I missing ?

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Queue names do not appear in the 'From Queue' New Email/Phone ticket, instead shows '<>'
by Leah Kelly 01 Jan '14

01 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. I can’t figure any way out to get my queues listed in this drop-down. How do I do this? 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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(no subject)
by Leah Kelly 01 Jan '14

01 Jan '14

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Adding fields
by Jill Goldstein 30 Dec '13

30 Dec '13

Ok, I've gotten the lat/long fields added in the back end. Can you point me to the manual or the file that we have to modify to put the new field in the frontend? Jill Goldstein Customer Support http://spfsolutions.biz<http://spfsolutions.biz/> Phone: 303-731-5634

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