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timezone issue
by IT easyap 11 Mar '11

11 Mar '11

Hello, We have a Server installed in Madrid ( spain ) CET - GMT+1 and we have agents in spain and in Mexico GMT-6. The server has the etc/localtime file fro CET time zone We want to have the created time record recorded in CET time but we want to use the display the tickets in the apropiate time zone time that is , the server time in spain and mexico time for Mexican users. Our actual configuration is: Timezone +0 TimeZoneUser No TimeZoneUserBrowserAutoOffset Yes the records in the database are recorded at the correct time and the ticket time display is the same than the database time both spain and mexico We tried to change some parameters in Core:Time with no success results. Timezone +1 TimeZoneUser No TimeZoneUserBrowserAutoOffset Yes With this configuration records are recorded in the database with 1 our of difference with the correct time and the display is with the same time than the server Timezone +1 TimeZoneUser Yes TimeZoneUserBrowserAutoOffset Yes With this configuration records are recorded in the database with one hour of difference and the display is for spain with 2 hours of difference (+1) Do you Know whats the correct configuration of timezone variables ? Thanks in advance

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Notification time slot
by Stephan Lang 11 Mar '11

11 Mar '11

Hi Is there a way to send notifications, or event based notifications only within a specific time slot? I'd like to send a ticket created notification to an agent, but only outside of the specified TimeWorkingHours. Yours sincerely p.p. Stephan Lang System Administrator [Interzum]<http://www.bockonline.de> ------------------------------------------------------------------------ Bock 1 GmbH & Co. KG An der Heide 17 92353 Postbauer-Heng Sitz: Postbauer-Heng Amtsgericht N?rnberg, HRA 11 240 pers. haft. Gesch?ftsf?hrer: Hermann Bock Bock 1 Verwaltungs GmbH Sitz: Postbauer-Heng Amtsgericht N?rnberg, HRB 93 10 Gesch?ftsf?hrer: Harald Meyer, Klaus Stepper Diese E-Mail enth?lt m?glicherweise vertrauliche und/oder rechtlich gesch?tzte Informationen. Wenn Sie nicht der richtige Adressat sind oder diese E-Mail irrt?mlich erhalten haben, informieren Sie bitte sofort den Absender und vernichten Sie diese E-Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser E-Mail ist nicht gestattet. This email may contain confidential and/or privileged information. If you are not the intended recipient (or have received this email in error) please notify the sender immediately and destroy this email. Any unauthorized copying, disclosure or distribution of the material in this email is strictly forbidden.

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how to change
by DM_Julio Angulo 11 Mar '11

11 Mar '11

Hello, do not understand how to make changes, someone has a manual of procedures of this part or a link where you can advise me. thanks Julio Cesar Angulo Quiroz Telf.: 997066155

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can't next outside a loop block at../..//Kernel/System/Ticket.pm line 4993
by Boon Yam 11 Mar '11

11 Mar '11

Hi all After I pressed a button to submit a ticket, below error shows :- can't next outside a loop block at../..//Kernel/System/Ticket.pm line 4993

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Adding New E-Mail Addresses To REPLY-ALL
by Sam Lurie 10 Mar '11

10 Mar '11

If a customer submits a ticket, and CC's several people, when I click REPLY-ALL, they are all included. If one of those people forwards this ticket to someone not on the initial e-mail list, and this person then replies, the user is now an important part of the ticket thread, but they're e-mail is not auto-populated in the REPLY-ALL drop down. Another scenario is that I reply to a ticket, and include someone new. Once they respond, if I click REPLY-ALL, they aren't auto populated in the TO or CC fields. Basically, I'd like to see anyone who the system has e-mailed, or who has e-mailed the system, automatically included in the REPLY-ALL auto-population. Imagine that an end user (we'll call them the "Customer") submits a ticket, and CC's one of their Co-Workers (we'll call that person "Co-Worker). Their ticket requires me to e-mail a 3rd party vendor (we'll call them "Vendor". So I click REPLY-ALL. OTRS auto-populates the Customer in the TO field, and the Co-Worker in the CC field. I'd move the Customer to the CC field, so that both the Customer, and the Co-Worker, are in the CC field, and now I will enter the e-mail address of the Vendor in the TO field and forward the initial ticket. Some time later, the Vendor will reply all, which the Customer and the Co-Worker will see, and OTRS will add to the history log. Now here's where the problem is. If I select that history line, and I choose REPLY ALL, the Vendor's e-mail address isn't included. I have to manually enter it again, even if I click REPLY to their message, it only includes the Customer. If I click REPLY ALL, it includes the Customer, and the Co-Worker, but still not the Vendor. Is there a fix for this? Please help. Samuel Lurie SERVICE DESK ANALYST MONTPELIER GROUP 300 Trade Center, Suite 2610, Woburn, MA, 01801-7409 D: +1 (781) 638-2118 M: +1 (781) 290-7756 F: +1 (888) 992-2990 sam.lurie(a)montpeliertr.com www.montpelier <http://www.montpelier/> tr.com This e-mail, including any attachments, constitutes non-public information that may be protected by the attorney/client or other privileges. If you are not a designated recipient, delete this email and immediately notify the sender. The unauthorized use, dissemination, distribution or reproduction of any portion of this e-mail is prohibited and may be unlawful. For Montpelier's complete disclosure policy please see: http://www.montpelierre.bm/legal.html.

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Hide messages without customer email from the Customer interface
by Fernando Frediani (Qube) 09 Mar '11

09 Mar '11

Hi folks I have been running OTS for years here without smoothly. Recentlly we wanted to give our customer access to the Customer interface, however faced an issue that perhaps some of you can advise about. When a ticket is opened by the customer on the course of the conversation we send emails internally tor to our suppliers for something related to the resolution of that ticket, without of course including the customer's email. If the customer logs in on the Customer interface he can see those emails. Any chance that can be hidden or filtered to only those emails which includes his email address or a group of emails from people from the same customer's company ? Thanks Regards, Fernando Frediani

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FAQ : reply with link instead of content
by GARDAIS Ionel 08 Mar '11

08 Mar '11

Hi, Within the FAQ module, when replying to a ticket, is it possible to add the FAQ link instead of a copy of the FAQ content ? If not, is it possible to declare a "header" before the FAQ content to state to the user that it has been copied from a FAQ article and that "he is highly encouraged to browse the FAQ for more informations" ? Thanks, Ionel

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New Install - Mismatched Tag 'script'
by Chris Waters 08 Mar '11

08 Mar '11

We are trying to evaluate OTRS but are having issues getting it to run properly. I have posted details in the forum here. http://forums.otrs.org/viewtopic.php?f=63&t=8487 It would be great if someone could take a look and point me in the right direction, it seems there must be malformed xml or maybe the parser module is broken but I don't know where to start. CentOS 5.5 (i386 VBox Guest) OTRS 3.0.6 mysql-server.i386 5.0.77-4.el5_5.4 -- Thanks, Chris Waters WAN/LAN Technician Information Systems - Networks JELD-WEN, Inc. cwaters(a)jeld-wen.com

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ConfigItem data
by Straccialano, Rosanna 08 Mar '11

08 Mar '11

Hi, Can somebody please help me. I'm trying to run a report (externally via Excel) on items in Config Items in OTRS, does anybody know which table I should be extracting from please or even if this is possible. We are using MySQL. Thank you, Rosanna

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Juniper sa sso
by Anton Löthman 08 Mar '11

08 Mar '11

Has anyone got a sso solution between a juniper sa portal and otrs to work?

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