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Customer login
by Jim Wight 11 Mar '03

11 Mar '03

In my environment (university Computing Science department) the customers would be users, and, I imagine, they would (I know I would) rather log in using their short user id rather than their long-winded email address. I've looked at CustomerCreateAccount.dtl in an attempt to create a login page that separates Login from Email. I noticed that there was a "Login" section that had been commented out. I reinstated it, changing value="$Data{"UserEmail"}" to value="$Data{"UserLogin"}". Given this section of code in customer.pl if (!$GetParams{UserLogin}) { $GetParams{UserLogin} = $GetParams{UserEmail}; } I expected it to work. But it didn't. Customer accounts are still created with the email address being used for the login. Can it easily be made to work, or was the section in CustomerCreateAccount.dtl commented out for a good reason? Jim

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Closed/Solved ticket notification ?
by Mark N. 10 Mar '03

10 Mar '03

Hi, Is there some way to setup OTRS, so the customer of ticket gets an email when his ticket is closed (succesful or not) ? Tia, Mark

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Text box sizes
by Jim Wight 10 Mar '03

10 Mar '03

Is there a reason why the Text box width for answers, forwards and bounces is 80, whereas it is 60 for notes and phone calls? I'd prefer them all to be the same, preferably 80, or configurable. I wanted to cut and paste some text from my mail program (80 wide) into a note (60 wide), but the reduced with of the note caused the longer lines to be split into two, spoiling the readability of the text in the process. If there is an easy way to reformat the text in a Text box, I don't know what it is. Jim

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Notes Presence
by Paul Trebilco 10 Mar '03

10 Mar '03

Hi Guys, OTRS is much simpler, easier to use than many other commercial and open-source support icket systems we've looked at. Looking forward to improved features in the next release. One feature suggestion, when a note is added to a case, the note is displayed as either a thread in the message view, or by title in the history. In certain environments, notes can play a critical part in how cases are concluded. It would be better to display the existence of a note in a more prominant way. If a support staff member re-opens a case or a follow up is received, The notes should be the first thing this person reviews. Perhaps an icon, presence in the right hand summary or something like that. Just to ensure that a note is not overlooked. I can probably hack something in to the release we have (1.0.1), but was wondering if something similar might already be slated for a future release? And the best way to go about it? Best Regards, Paul Trebilco

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Re: [otrs] install v1 with rpm
by Wily E. Coyote 10 Mar '03

10 Mar '03

Hi Martin, NO, i don't think so , because all entries in httpd.conf and suse-include.conf are o.k., but i have in the /opt- directory 2 directories (1 otrs and 1 OpenTRS) i will delete the /opt/OpenTRS directory and changed in httpd.conf all OpenTRS-words to otrs, i think thats much better, but i don't know why i have this /opt/OpenTRS directory thanks sven 8) ---- Original Message ---- From: martin(a)edenhofer.de To: otrs(a)otrs.org Subject: Re: [otrs] install v1 with rpm Date: Mon, 10 Mar 2003 15:42:43 +0100 >Hi Sven, > >On Mon, Mar 10, 2003 at 02:54:45PM +0100, Wily E. Coyote wrote: > >> i do the following steps >> 1. rpm -e otrs-7.3 >> 2. rpm -i otrs-1.0.1-01.i386.rpm >> 3. DBUpate-to-1.mysql.sql >> 4. SuSEconfig >> 5. reboot the apache webserver >> 6. rcotrs start >> no errors, everything looks fine, but i can't start >> http://mydomain.com/otrs/index.pl >> the requested URL /otrs/index.pl was not found on this server > >It looks like your webserver isn't configured. :-/ Which is normally >done by SuSEconfig. > >Add the include file to the end of your /etc/httpd/httpd.conf >[...] >Include /opt/otrs/scripts/apache-httpd.include.conf >[...] > >And it should work again. > >> thanks sven 8-(( > > 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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Salutation expansion
by Mark N. 10 Mar '03

10 Mar '03

My salutations don't expand the <OTRS_FIRST_NAME> <OTRS_LAST_NAME> variables. <OTRS_CUSTOMER_REALNAME> gets expanded correctly though. Is this intended behavior? Is it possible to edit some template, so I can get the other two expanded as well? Tia, Mark

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Feature Requests
by Covert, Jake 10 Mar '03

10 Mar '03

Feature Requests: 1) Default Customer ticket submit return screen: A number of my customers have suggested that after they submit a new ticket via the web interface, the next screen they return to should be 'My Tickets' view rather than the 'Ticket Zoom' view. They see the add notes to existing tickets fields and the submit button and end up trying to submit their ticket again and again. This ends of attaching a lot of empty notes as they think that the 'store' or 'submit' button hasn't worked. If you don't want to change this, is it something I can change locally? 2) 'Store' button: Can you change this to 'Submit'. It would make more sense I think. (Though technically, w/ a local database, store, is more accurate........) Cheers, ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com *********************************

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install v1 with rpm
by Wily E. Coyote 10 Mar '03

10 Mar '03

Hi Martin, i do the following steps 1. rpm -e otrs-7.3 2. rpm -i otrs-1.0.1-01.i386.rpm 3. DBUpate-to-1.mysql.sql 4. SuSEconfig 5. reboot the apache webserver 6. rcotrs start no errors, everything looks fine, but i can't start http://mydomain.com/otrs/index.pl the requested URL /otrs/index.pl was not found on this server ...??? thanks sven 8-((

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AW: [otrs] Default Next Compose Type?!
by Marc Scheuffler 10 Mar '03

10 Mar '03

OK ... forget it!!! My System stocked.... sorry. -----Ursprüngliche Nachricht----- Von: Marc Scheuffler Gesendet: Montag, 10. März 2003 10:07 An: otrs(a)otrs.org Betreff: [otrs] Default Next Compose Type?! Hi it's me again ;-) Perhaps I am a little bit confused because of looking into the sources the whole weekend. Possibly a short question on "defaults for compose message" (Defaults.pm) The AgentCompose.dtl is always taking "open" (Next state of ticket). I know this has worked before. # --------------------------------------------------- # # defaults for compose message # # --------------------------------------------------- # # default compose next state $Self->{DefaultNextComposeType} = 'closed'; ... # next possible states for compose message $Self->{DefaultNextComposeStateType} = ['open', 'closed', 'pending auto', 'pending reminder']; ... The same with # PendingDiffTime # (Time in sec. which "pending date" shows per default) [default: 24*60*60 -=> 1d] $Self->{PendingDiffTime} = 168*60*60; The pending time is always 24 hours?! Did I oversee something? Cheers, Marc

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Default Next Compose Type?!
by Marc Scheuffler 10 Mar '03

10 Mar '03

Hi it's me again ;-) Perhaps I am a little bit confused because of looking into the sources the whole weekend. Possibly a short question on "defaults for compose message" (Defaults.pm) The AgentCompose.dtl is always taking "open" (Next state of ticket). I know this has worked before. # --------------------------------------------------- # # defaults for compose message # # --------------------------------------------------- # # default compose next state $Self->{DefaultNextComposeType} = 'closed'; ... # next possible states for compose message $Self->{DefaultNextComposeStateType} = ['open', 'closed', 'pending auto', 'pending reminder']; ... The same with # PendingDiffTime # (Time in sec. which "pending date" shows per default) [default: 24*60*60 -=> 1d] $Self->{PendingDiffTime} = 168*60*60; The pending time is always 24 hours?! Did I oversee something? Cheers, Marc

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