- otrs - OTRS mailing lists

Adding Fields to Forms
by Paul O'Neill 01 Aug '03

01 Aug '03

Hi, is it possible to add new fields to forms. In this case I want to add a Bugzilla ID field to the call forms to record issues logged with the internal engineering team. I assume I would need to alter some tables to allow this field to get populated in MySQL, cheers paul....

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Problem installing on Oracle
by Ruffoni Graziano 01 Aug '03

01 Aug '03

Hi all, I would like to install OTRS using Oracle DB and I've got some problems. The first error has been during the generation of SQL script for schema cration using Torque 3.0.2 due to an error in otrs-schema.sql with the <app-data> TAG, I've solved removing it. After this I've got errors creating tables because some tables names are Oracle keywords: comment session and some index names are too long: index_customer_preferences_user_id index_ticket_loop_protection_sent_to index_ticket_loop_protection_sent_date any help is greatly appriciated Thanks graziano

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Win32: First Beta-Version of an easy installer
by Stefan Wintermeyer 01 Aug '03

01 Aug '03

Hi Guys, we'd like to ask you to help us testing an "easy" Win32 Installer for OTRS. So anybody who can spare some time and who is familiar with Windows can help. Please install it on a Windows2000 or XP and tell us how it worked. Please provide us with feedback via e-mail to contact(a)otrs.org ====================================================================== WARNING: DO NOT USE THIS PACKAGE ON A PRODUCTION SYSTEM!!! It is a very first test version to see how it could be done. We will provide a stable version in the future and will announce that on our announce mailing list. ====================================================================== OK, here is a quick-start-documentation: Prerequisites for a successful start ==================================== - free ports 25 (smtp), 80 (http), 443 (https), 3306 (MySQL) (shutdown all other webservers, MySQLs and mail servers on your box to be safe) - about 150 MB of free disk space on one drive, better take 200 MB - hardware which runs at a reasonable speed Installation ============ 1) download xampp-otrs_1_1_3_preview.exe: ftp://ftp.otrs.org/pub/otrs/misc/win32/xampp-otrs_1_1_3_preview.exe The file is 28,5 MB (29.939.336 Bytes) in size, the md5 is d41d8cd98f00b204e9800998ecf8427e 2) Unpack the file by double clicking it (7z-Selfextractor). Everything is contained in the directory 'xampp', so unpacking it to C:\, D:\, E:\ or another root drive is a good idea. 3) Double-Click 'setup_xampp.bat' and enter '1' to install *with* MOD_PERL. Start ===== 1) Double-Click 'all_start.bat' in the 'xampp' dir to initiate the start of Mercury, MySQL and Apache. 2) Point your Browser to http://localhost/ and click 'OTRS'. Click on 'Start OTRS...' 3) Enter 'root@localhost' as username - your password is 'root' (remember to change this ASAP!). Click 'Login'. What is missing? ================ CRON! At this time, no CRON is installed to work in the background. We are working on a perl based solution for that. We kindly ask you to use the Windows' Task Scheduler as described in http://doc.otrs.org/1.1/html/x111.html Credits ======= This Win32 Installer wouldn't be possible without Robert Kehl and the guys from apachefriends.org. Thank you for the great effort! :-) take care Stefan -- Stefan Wintermeyer [to Boggs on Scully's disappearance] Elvis in three states every day and yet no one saw a pretty woman being forced off the road in a rental car? (Mulder) "The X-Files"

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Configurations to receive email at helpdesk from Customers
by Gary Chan 31 Jul '03

31 Jul '03

Hi, I am using OTRS on Red Hat Linux version 7.3. I would like to find out what are the configurations needed at the OTRS system to download all emails from the POP account given to the helpdesk system. Please advise. Thanks. Regards, Gary

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Feature request - semi-colons as address separators
by Covert, Jake 31 Jul '03

31 Jul '03

Can you code OTRS to allow semi-colons as address separators? ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com <http://www.eds.com> *********************************

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Re: [otrs] RE: Quoting the agent reply
by Moshe Livne (Leibovitch) 31 Jul '03

31 Jul '03

Unfortunately, this will not be sufficient. I am looking for a better method that will enable me to really quote (including the ">" that replay of a another agent. I could not find the mechanism that distinguish between standing on the customer and the agent. It seems that I just have to make all the "standard answers" appear, and all will be well. * From: Charles R. \"Rusty\" Thompson * Subject: [otrs] RE: Quoting the agent reply * Date: Thu, 24 Jul 2003 08:10:57 -0700 >>Our agents raised the issue that sometimes there is a situation where one agent answers a ticket and then another, more senior agent wants to add something. The best would be to quote the junior agent reply. This is not possible today - you can only answer when focused on the customer last answer.<< Moshe, We had a similar situation. Our tech guys often need to browse through the message base while writing an answer. Sometimes they have to use notepad to write the response while browsing then finaly paste the whole thing in a reply. The only (temporary) workaround I found was to hack TicketStdResposeString in Agent.pm and set the A target to _blank. Actually what I did was added a small 'new window' icon next to each link. So when they click a reply text link, it opens in the same window... if they click the reply, it opens in a second window. So now when replying, the reply window is in a secondary window and the message thread is in the previous. After posting the reply, the agent simply closes the top window. I know it's hacky, but it works until we can come up with a better solution. And that allows me to bring up a question in case Martin or any of the other guys are reading this. Why is $Env{'images'} not available to Agent.pm? I get Internal server errors every time I try to use it. I had to hard code the image path with my hack to get things going. Charles

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RE: [otrs] Smaller Ticket Number
by Covert, Jake 31 Jul '03

31 Jul '03

I believe this page of the documentation should help explain: http://doc.otrs.org/1.1/html/configfile-ticketnumberformat.html <http://doc.otrs.org/1.1/html/configfile-ticketnumberformat.html> Cheers, Jake -----Original Message----- From: Isamar Maia [mailto:isamar@oaklawn.co.jp] Sent: Thursday, July 31, 2003 7:50 AM To: otrs(a)otrs.org Subject: [otrs] Smaller Ticket Number How can I make the ticker number smaller? Thanks, Isamar

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Problems with installing OTRS from rpm...Please help!
by Siavush Randjbar-Daemi 31 Jul '03

31 Jul '03

Hi all, I am trying to install OTRS on a RedHat 9 box that has all other components (Apache, MySQL ) installed from rpm. I am using the RedHat 8.0 rpm. Installation was fine. but when I tried to restart apache with service apache restart I got the following error: Starting httpd: Syntax error on line 10 of /etc/httpd/conf.d/otrs.conf: Invalid command 'Perlrequire', perhaps mis-spelled or defined by a module not included in the server configuration I don't have mod-perl installed..is installing mod-perl a requirement? I would prefer to avoid having to install it. Many thanks for the help!

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Customer Interface
by Covert, Jake 30 Jul '03

30 Jul '03

OTRS recently added a really great option to allow customers not to have to see a list of their closed tickets when they are in the 'My Tickets' screen. (set via prefs.) But one thing I've noticed, watching my users, is once they set that they have a hard time finding their closed tickets. They have to go back into prefs, and change it to show closed tickets. Is there any way, to add a 'closed tickets' link to the 'My Tickets' screen if the current 'show closed tickets' preference is set to 'No'? I think it would make customer navigation a little easier. ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com <http://www.eds.com> *********************************

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(no subject)
by Pedro Rebelo 30 Jul '03

30 Jul '03

Hello there. I have been looking around and found no answers for my questions. By default, when a customer requests a ticket to any queue, the owner of that queue is root. How can I change the owner of a queue ? Also, is there any way I can forward each ticket that belongs to a queue that I've created to the Postmaster Queue ? (not moving the ticket, just making some sort of a symbolic link). Thank you. Keep up the good work !

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