- otrs - OTRS mailing lists

Customer User Groups & Broadcast e-mails
by DTerrell＠Delphi-Tech.com 30 Apr '03

30 Apr '03

While working with OTRS is has become apparent, especially in our companies alpha-stage testing of it, that we need to contact the customer users. I think it would be good to also have a customer users grouping, and something similar to the 'admin email' function, except to email customer users. Just a thought. Perhaps its already there, since I've seen so much already in OTRS (great job!). Also, in using 1.1.0rc2 there isn't the ability to write Note-External? What am I doing wrong. TIA -Dave

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Feature Request
by Covert, Jake 30 Apr '03

30 Apr '03

It the 'customer' section of the administrative area, can you put a little area giving some information about the total number of users our system has? Like something at the top of the Customer User Management screen that says: "You currently have 467 customers on the OTRS system" Thanks Jake www.jakecovert.com

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1.1.0-RC2 Ticket Number Generation
by Jim Wight 30 Apr '03

30 Apr '03

We want ticket numbers to be as short as possible so that they don't swamp mail message Subject lines. As an experiment while testing 1.1.0-RC1 I changed SystemID to 1 and TicketNumberGenerator to AutoIncrement, and promptly started getting ticket numbers of the form 100005, which was fine. This morning, after upgrading to RC2, ticket numbers have suddenly jumped to starting at 110001. Why is that? What will happen when 1.1.0 proper comes out next week? Jim

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AW: [otrs] Customer User Groups & Broadcast e-mails
by Robert Kehl 30 Apr '03

30 Apr '03

> Also, in using 1.1.0rc2 there isn't the ability to write Note-External? > What am I doing wrong. > > TIA > -Dave Nothing. See this from last Friday on the same list. Regards, Rob -----Ursprungliche Nachricht----- Von: otrs-admin(a)otrs.org [mailto:otrs-admin@otrs.org]Im Auftrag von Martin Edenhofer Gesendet: Freitag, 25. April 2003 16:19 An: otrs(a)otrs.org Betreff: Re: [otrs] 1.1.0-RC2 Note type in 'Note' Hi Jim, On Fri, Apr 25, 2003 at 03:08:22PM +0100, Jim Wight wrote: > The only Note type offered when adding a note is note-internal. It was > the same in RC1. We changed the default note type selection to 'note-internal' (only) because 'note-external' and 'note-report' was confusing the users. -=> Note should just used for Agent<->Agent communication (not Agent<->Customer)! If you know this and you want to have the 'note-external' and 'note-report', add the followig to Kernel/Config.pm [...] $Self->{DefaultNoteTypes} = { 'note-internal' => 1, 'note-external' => 1, 'note-report' => 1, }; [...] > Jim Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "Security is a process, not a product." - Bruce Schneier _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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Cron.sh
by Network Operations 30 Apr '03

30 Apr '03

Hello All: I run the "Cron.sh start" script as otrs user. Everything its working fine so far. My only question is how can I add the Cron.sh script to the startup of my redhat 7.2 server so everytime I reboot the script execute "Cron.sh start with the otrs user ? Thanks a lot !

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Help!
by Aaron Downing 30 Apr '03

30 Apr '03

Please help I have updated several packages on my SuSe box (I did an online update). When I did this I was also attempting to change the default password for OTRS via my webmin. After I changed the password for the SQL I changed the /Kernel/Config.pm to reflect the password change. After that I get a bunch of garbled text. If it is another language I do not have the character support to see what it is. I will be going over the documentation but if anyone knows how to fix my supposed simple problem look here: http://support.misok.com OTRS is under the 'support login'. Thanks for reading my question, Aaron

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PhoneView and attachments
by Jim Wight 30 Apr '03

30 Apr '03

A colleague wonders why the addition of attachments is not offered when creating a ticket from PhoneView. Jim

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Customer Print option?
by Jim Wight 30 Apr '03

30 Apr '03

If I were a customer I think I would want the Print option that agents have, so that I could see the whole of a ticket thread at once, and optionally print it. Any chance? Jim

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feature request (quick-close on tickets)
by Christopher Allen [BigFatPipe.Net] 30 Apr '03

30 Apr '03

Greetings, OTRS is awesome. So, with that, a feature request... Right now, if we want to close out a ticket without adding notes, it appears we need to go into a notes screen then actually click the "store" button to store the closed ticket. The feature request would be to add a "close and store" option from the ticket listing screen, whereby with one click we could close out a ticket. :) If this already exists and I'm missing it, or it is in the RC2 release, let me know and I'll adapt. :) -CA

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RE: [otrs] New Ticket Notifications
by DTerrell＠Delphi-Tech.com 30 Apr '03

30 Apr '03

Robert, Right on, I was reading the text wrong. I'm guessing these guys don't have the default queue setup as one of their custom queues. Thanks for your help. -Dave -----Original Message----- From: Robert Kehl [mailto:otrs@robertkehl.de] Sent: Wednesday, April 30, 2003 10:29 AM To: otrs(a)otrs.org Subject: AW: [otrs] New Ticket Notifications > Hi list, Hi Dave, > I'm having a problem with OTRS 1.1.0-rc2, it seems I'm the only > one of four > people to recieve new ticket notifications. I've sent out admin > emails and > such, they reach the other agents fine, it seems just to be new ticket > notifications. I've checked their user settings 5 times over, all the > groups and everything, they all are the same (as my account). > Thoughts/suggestions? :-) Look at the user settings again: The queue(e) the notification should be send from - are these 'custom queues' to your agents? If not, they won't receive a note: Just underneath "[ New ticket notification ]" on http://localhost/otrs/index.pl?Action=AgentPreferences you find: "Send me a notification if there is a new ticket in my custom queues" You set the CQ on the righthand side of the window. Just a thought, Robert http://robertkehl.de/otrs/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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