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Customer group and active directory
by Sebastien Bory 03 Jan '11

03 Jan '11

Dear list and happy new year 2011, I need to understand the relationship between queue, groups and customer always group, I try to explain my topology I have 12 site, and for each site need to have 2 sub-queue (computer and telephony). So I create 12 queue and 2 sub queue Site1 ---info --- Tel Site2 --info --Tel Etc. .. I link my sub-queue site1-info for group site1, site1tel for group site1 site2info for site2,.. I create group Telephony and computer for my agents and other groups (sites1, sites2, ) for my customer because I want only customer 1 in the site1 see and open tickets for site1 (both telephony and computer). I active the functionality CustomerGroupSupport , but I dont know what I must write in this field CustomerGroupAlwaysGroups? All groups (site1, site2,)? Because when a customer open a ticket with the web interface he have message : Error: Can't get ArticleID from INSERT My customer backend is my active directory, and I have all information, there are no problem with this Thanks for your help Best regards Sébastien Bory Administrateur réseaux NCI-les centres d'affaires Bienvenue chez vous - Just welcome ! 59 Rue des Petits Champs 75001 Paris Tel 33(0) 1 73 77 53 41 Fax 33(0) 1 73 77 55 56 Port: 33(0) 6 78 93 28 66 Mail : <mailto:sb@groupenci.com> s.bory(a)groupenci.com Web: <http://www.groupenci.com/> www.groupenci.com Description : Description : cid:image001.gif@01C9F35E.16F7E530 Ce message et toutes les pièces jointes sont établis a l'intention exclusive de ses destinataires et sont confidentiels. Si vous recevez ce message par erreur, merci de le détruire et d'en avertir immédiatement l'expéditeur. Toute utilisation de ce message non conforme à sa destination, toute diffusion ou toute publication, totale ou partielle, est interdite, sauf autorisation expresse. L'internet ne permettant pas d'assurer l'intégrité de ce message, NCI décline toute responsabilité au titre de ce message, dans l'hypothèse ou il aurait été modifié. This message and any attachments are intended solely for the addressees and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. NCI shall not therefore be liable for the message if modified.

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templates for otrs 2.4.7
by Neil Simpson 03 Jan '11

03 Jan '11

Hello all, We have had for a long time now templates for creating new email tickets and new phone tickets. This is the code which enables the showing/hiding on click event.  Templates works beautifully. However when i try to do this on the "MOVE" form AgentTicketMove.dtl it shows the word "template" in the top section correctly but then no templates show up for use when i click on it even though i have some in the pages code. Has anyone managed to get this working on the "move" action screen? code i have is following:  <a href="$Env{"Baselink"}$Env{"LastScreenView"}" onmouseover="window.status='$JSText{"Back"}'; return true;" onmouseout="window.status='';" class="menuitem">$Text{"Back"}</a>   <img border="0" src="$Config{"Frontend::ImagePath"}warning.png" alt="$Text{"Info"}">: $Text{"Ticket locked!"} (<a href="$Env{"Baselink"}Action=AgentTicketLock&Subaction=Unlock&TicketID=$Data{"TicketID"}" onmouseover="window.status='$JSText{"Ticket unlock!"}'; return true;" onmouseout="window.status=''; ">$Text{"Ticket unlock!"}</a>)  <a href="$Env{"Baselink"}Action=AgentLinkObject&Mode=Temporary&SourceObject=Ticket&SourceKey=$QData{"FormID"}&TargetIdentifier=ITSMConfigItem" onClick="linkwin=window.open('', 'setting', 'toolbar=no,location=no,status=yes,scrollbars=yes,resizable=yes,width=900,height=700,left=50,top=50'); linkwin.focus();" target="setting">$Text{"Link"}</a>   Templates </td> thank you Neil

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Attachments not showing up in emails
by Lars Jørgensen 03 Jan '11

03 Jan '11

Hi, I have had a couple of people complaining about not receiving attachments that I have sent from within OTRS. Checking the logs on the SMTP server I can see that the emails have a size that must include the attachment. But it is not there when I open the email in Exchange. This behaviour started in OTRS 3. Has anybody else experienced this and found a possible cause and solution to it? Lars

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Migration
by Prince Chavez 03 Jan '11

03 Jan '11

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Free fields at Free Field (withn the ticket) Adding Note. Close Ticket
by Boon Yam 30 Dec '10

30 Dec '10

Hi all I have created some free text fields, my questions as below :- i) After added a note with free field information for a ticket, if I create another note again, would the same free field information of previous note appear ? if it is the same, if I change the information, does it overwrites the free field information of previous note ? possible to make it not to overwrite ? ii) Likewise for a close ticket.

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how to close change
by DM_Julio Angulo 30 Dec '10

30 Dec '10

Hi, i´m testing module of change, but have a question, how to close change finished? Or maybe, anyone can share procedure manual... tnx Julio Cesar Angulo Quiroz Telf.: 997066155

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changing ticket format?
by Steve Clark 30 Dec '10

30 Dec '10

Hello List, We have been using OTRS for about 6 months using the default Ticket number. We would like to change the format. Is it possible to do this without screwing things up? Thanks, -- Stephen Clark *NetWolves* Sr. Software Engineer III Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com http://www.netwolves.com

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How to setup extra fields to notes based on services
by Armando Irazabal 30 Dec '10

30 Dec '10

Hi everybody, I need to setup two fields to add to notes based on certain service of the ticket. One field has to be "select" tipe and the other "text". What we need is when a client start a ticket choosing certain service that agent can add notes including this two fields (Always visible). Regards,

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CE and EE version
by Sudhir Garg 30 Dec '10

30 Dec '10

> Hello Everybody, > > Can somebody tell me difference of OTRS Community and Enterprise > edition version. > If you have a feature metrics to compare on both these version, please > share. > > This will help us to take decision in moving ahead with evaluation. > > Regards > Sudhir

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CE and EE version
by Sudhir Garg 30 Dec '10

30 Dec '10

Hello Everybody, Can somebody tell me difference of OTRS Community and Enterprise edition version. If you have a feature metrics to compare on both these version, please share. This will help us to take decision in moving ahead with evaluation. Regards Sudhir

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