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CC in new ticket
by Erik van Ast 06 Jan '11

06 Jan '11

Hi all, We use OTRS 3.0.4. on a OpenSuse 11.2 system and that's working fine now. There's one thing we want to change now and that is a CC address in the new ticket screen for customers. When customers log in and create a new ticket, they have to select a queue to put the ticket in and a subject, but there's no possibility to email this ticket to another person within or outside of our company too. The same goes for replying to tickets by customers, there's no CC (or BCC) option there too, while agents do have this option when replying to a ticket. We have multiple customers who want to CC the message to someone else, but that's not possible now. We know that we can also email to the ticket system which will create a new ticket and that way customers can CC their ticket, but we also want to do it through the new/reply ticket screen in OTRS... Can someone help us with this? Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, _______________________________________________________________ Erik van Ast (MCSE / MCSA Messaging) SUZO-HAPP GROUP | System Administrator Office: +31-(0)186-643333 | Fax: +31-(0)186-643377 Erik.van.Ast(a)suzohapp.nl | www.suzohapp.nl <http://www.suzohapp.nl/> _______________________________________________________________

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Watcher by Generic Agent
by Lars Jørgensen 06 Jan '11

06 Jan '11

Hi, I would like to set and unset the Watcher of a ticket by a generic agent. Is this possible? Lars

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GD module missing
by shrikant k 05 Jan '11

05 Jan '11

Hello all, I am using otrs 2.4.8 on windows OS recentlt i required need to generate Stats ok as was trying to generAate graphs i got an error NEED GD! so ran script checkmodule and found that GD module is missing now i tried to install it through CPAN install GD and it showed loaded ok . but still in my checkmodule its showing me an error saying GD module missing. Any help as wat should i do to get that module installed. shrikant

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Followup for settings not saved
by Ton Kersten 05 Jan '11

05 Jan '11

Hello again to all, It seems to get even stranger. When I got to the configuration for the framework and then to DefaultUsedLanguages I get a very weird effect. I thought I could remove some languages, because we and our customers do not speak them. So I started to delete from the top down and I succeeded in removing Czech. I wanted to keep Deutsch, so I started removing further. Greek worked, so start at the bottom. I deleted Chinese and then suddenly the Czech, Greek and Chinese where back again. This is very weird behaviour and I still cannot explain where things go wrong. I see the var/tmp/SysConfig-Cache_Kernel_Config_Files* files updated and the Kernel/Config/Files/ZZZÎ*uto.pm are updated as well. This feels like a bug, but I can't find where. Somebody with an idea? Cheers, TonK -- AT Computing Linux/UNIXperts, opleiders & oplossers Tel +31 24 352 72 82 Kerkenbos 12-38 Tel cursussecretariaat: +31 24 352 72 72 6546 BE Nijmegen Fax +31 24 352 72 92 Postbus 1428 info(a)atcomputing.nl 6501 BK Nijmegen www.atcomputing.nl 'If you think education is expensive, then try ignorance.'

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en::Agent::AddNote notification
by Boon Yam 05 Jan '11

05 Jan '11

Hi all Last time my otrs used to send out notification for below event, not sure why it has stopped sending out ?pls help. en::Agent::AddNote

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Saving configuration doesn't work
by Ton Kersten 05 Jan '11

05 Jan '11

Hello all, We are running OTRS 3.0.4 on a CentOS 5.5 server. I did install it from the tar ball and I do get the dashboard and things. But when I try to change settings, they will not be persistent. So first I thought it was a permission issue, but I do see the ZZZAAuto.pm and ZZZAuto.pm files change. But the just changed option just changes back again. Watching logs doesn't help, because there are no log lines when I change something. Anybodã any idea what could be wrong? Thanks, TonK -- AT Computing Linux/UNIXperts, opleiders & oplossers Tel +31 24 352 72 82 Kerkenbos 12-38 Tel cursussecretariaat: +31 24 352 72 72 6546 BE Nijmegen Fax +31 24 352 72 92 Postbus 1428 info(a)atcomputing.nl 6501 BK Nijmegen www.atcomputing.nl 'If you think education is expensive, then try ignorance.'

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CC in new ticket
by Erik van Ast 05 Jan '11

05 Jan '11

Hi all, We use OTRS 3.0.4. on a OpenSuse 11.2 system and that's working fine now. There's one thing we want to change now and that is a CC address in the new ticket screen for customers. When customers log in and create a new ticket, they have to select a queue to put the ticket in and a subject, but there's no possibility to email this ticket to another person within or outside of our company too. The same goes for replying to tickets by customers, there's no CC (or BCC) option there too, while agents do have this option when replying to a ticket. We have multiple customers who want to CC the message to someone else, but that's not possible now. We know that we can also email to the ticket system which will create a new ticket and that way customers can CC their ticket, but we also want to do it through the new/reply ticket screen in OTRS... Can someone help us with this? Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, _______________________________________________________________ Erik van Ast (MCSE / MCSA Messaging) SUZO-HAPP GROUP | System Administrator Office: +31-(0)186-643333 | Fax: +31-(0)186-643377 Erik.van.Ast(a)suzohapp.nl <mailto:Erik.van.Ast@suzohapp.nl> | www.suzohapp.nl <http://www.suzohapp.nl/> _______________________________________________________________

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otrs 3.0 - inline quote
by Alex Mihičinac 05 Jan '11

05 Jan '11

Hi all! Does anyone know how to reply mail and quote original mail in separate parts? In a way that response mail is not just on the end of the quoted mail, but some answers could be located between quoted parts. Is that possible at all? Best regards, Alex

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Customers from same companies in AD
by Lars Jørgensen 04 Jan '11

04 Jan '11

Hi, We have about 50 external customers grouped in 10 companies. We want to enable customer x from company y to see all tickets created by other customers from company y. I understand this is done by creating the customers in the OTRS database and giving customers from the same company the same customer id. But we're thinking about putting these customers in our AD in different OUs so that user management is only done there. OTRS is looking at the AD through LDAP, but can I ever get the above feature across to OTRS so users from the same OU can see tickets created by other users in that OU? -- Lars

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Lots of empty lines after short notes and mails
by Frank Thommen 04 Jan '11

04 Jan '11

Hi, when adding short notes (few lines) or sending short mails (which happens quite often), OTRS (3.0.3) shows those entries with several - unneeded - empty lines at the bottom of the field (see attachment). These lines are not added when the entry is long. There seems to be a minimum field height which I'd like to reduce to save space on my screen. Any idea, where this is configurable or changeable? Thanks in advance frank

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