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hide agent email address from customer view
by Daniel Maher 14 Sep '10

14 Sep '10

Hello, I am curious to know if there is a way to hide the agent email addresses from the customer's viewpoint (i.e. customer.pl) ? In particular i am referring to the note tree when a customer zooms in on their ticket, but generally speaking, since all customer interaction occurs via the web interface, i'd rather they never know the email addresses of my agents - period. I do not want to remove or disable email functionality (as we use it for notifications and such internally), nor the requirement for the field itself within OTRS ; i simply want to make sure that customers can't see the email addresses of the agents that are handling their tickets. Thank you. -- Daniel Maher <dma PLUS otrs AT witbe DOT net> "The Internet is completely over." -- Prince

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Disable HTML mails
by Take 14 Sep '10

14 Sep '10

Hello. I've just installed an OTRS and it's really impressive tool and it seems to fill our needs quite perfectly. However there's a small feature which I couldn't turn off, so is it possible to configure OTRS to use only plaintext mails instead of html ones? HTML doesn't give us any additional perk and most of the times it's more annoying than useful. Ie. we'd like to use an SMS-gateway for one of our queues, but currently we get the HTML-tags in SMS as well. TIA. -- Take

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OTRS in french
by PREF31 OTRS 13 Sep '10

13 Sep '10

Hi, I use OTRS in french and I translated the web interface by adding some expressions or words translations in the fr.pm file delivered in the installation package. But there are some terms that seem not possible to translate in the fr.pm file So, the actions displayed in the tickets history as "newticket" or "UpdateCustomer" or the days displayed in pdf-edition are not translated. Could someone tell me where should be placed the translations for this ? Regards Claude

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Probleme with Customer interface
by Sebastien Bory 13 Sep '10

13 Sep '10

Dear list I have an error message when a customer want to open a new ticket witch the customer interface. When he click to summit he have this page Erreur: Can't get ArticleID from INSERT! and I have the same error in my apache log: [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Use of uninitialized value $_ in -d at C:/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083., referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Use of uninitialized value $_ in -d at C:/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4083., referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Mon Sep 13 10:33:39 2010, referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] , referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Message: Can't get ArticleID from INSERT!, referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] , referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Traceback (3872): , referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Module: Kernel::System::Ticket::Article::ArticleCreate (v1.232.2.1) Line: 243, referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Module: Kernel::Modules::CustomerTicketMessage::Run (v1.47) Line: 371, referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Module: Kernel::System::Web::InterfaceCustomer::Run (v1.41.2.1) Line: 852, referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] Module: C:/OTRS/OTRS/bin/cgi-bin/customer.pl (v1.42) Line: 48, referer: http://opc.groupenci.lan/otrs/customer.pl [Mon Sep 13 10:33:39 2010] [error] [client 172.25.1.9] , referer: http://opc.groupenci.lan/otrs/customer.pl. So when I log to the agent interface the ticket is created, but I dont have any mail to tell me there are a new ticket in this file. Its a mismatch about mail and postmaster Configuration? Thanks for your response Sebastien Bory Cordialement 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 : 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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problem installation on FreeBSD: Function not implemented in Log.pm line 253
by Dmitriy Behterev 12 Sep '10

12 Sep '10

Hello all! I have FreeBSD 7 and I am trying install OTRS 2.4.7. I have tryed install it from ports and also from source. In all cases I have got same result when I get http://localhost/otrs/installer.pl (part of Apache 22 log): [Mon Sep 13 02:17:52 2010] [notice] Apache/2.2.16 (FreeBSD) mod_ssl/2.2.16 OpenSSL/0.9.8e DAV/2 mod_perl/2.0.4 Perl/v5.8.9 configured -- resuming normal operations [Mon Sep 13 02:17:57 2010] -e: Use of uninitialized value in shmctl at /var/www/otrs//Kernel/System/Log.pm line 253. ERROR: OTRS-Installer-10 Perl: 5.8.9 OS: freebsd Time: Mon Sep 13 02:17:57 2010 Message: Can't remove shm for log: Function not implemented Traceback (54437): Module: Kernel::System::Log::CleanUp (v1.62) Line: 254 Module: Kernel::System::Log::new (v1.62) Line: 105 Module: ModPerl::ROOT::ModPerl::Registry::var_www_otrs_bin_cgi_2dbin_installer_2epl::handler (unknown version) Line: 53 Module: (eval) (v1.31) Line: 204 Module: ModPerl::RegistryCooker::run (v1.31) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.31) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 [Mon Sep 13 02:17:57 2010] -e: Use of uninitialized value in shmread at /var/www/otrs//Kernel/System/Log.pm line 230. Please help me!

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Re: [otrs] Q. about sending notification after phone-ticket have been sent
by Nathan Campbell 12 Sep '10

12 Sep '10

If it doesn't happen automatically you should be able to create a notification event in the admin console Nathan Campbell Manager of Support and Systems Analysis Dallas Symphony Orchestra Morton H. Meyerson Symphony Center Schlegel Administrative Suites 2301 Flora Street Dallas, Texas 75201 817-966-5232 - cell 214-871-4026 - work -------------------------- Sent from my BlackBerry -----Original Message----- From: otrs-bounces(a)otrs.org <otrs-bounces(a)otrs.org> To: otrs(a)otrs.org <otrs(a)otrs.org> Sent: Sun Sep 12 11:36:27 2010 Subject: [otrs] Q. about sending notification after phone-ticket have been sent Hello all. I receive notification when e-mail based tickets have been sent. But this doesn't work when agent has created phone-based ticket. What should I do to enable this behaviour? Thank all for answer. --------------------------------------------------------------------- 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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Q. about sending notification after phone-ticket have been sent
by Dmitriy Behterev 12 Sep '10

12 Sep '10

Hello all. I receive notification when e-mail based tickets have been sent. But this doesn't work when agent has created phone-based ticket. What should I do to enable this behaviour? Thank all for answer.

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OTRS KPI
by Debora Blass 10 Sep '10

10 Sep '10

*My questions:* 1. How does the OTRS count created tickets ?? (are open tickets included ??). Is it possible to count the number of emails received per day ?? 2. How does the OTRS count closed tickets ?? (what about mulitple emails in one ticket and merged tickets ??). Is it possible to count the number of emails sent per day ?? 3. How can I count the average number of emails sent back and forth within a ticket ?? Counting emails received and sent back and forth, it would be interesting if one can count minus the email conversations with the supervisor, so we only get the customer - agent data. 4. How to organise tickets so they show in order of last received email (and not in order of age of ticket) (again if possible minus the supervisor emails) 5. How can I count how great the percentage of emails that were replied to in 48h, 72h and who had to wait the longest (e.g. 9 days) I would be glad if you could help me out or forward my email to some expert. LG, Debbie

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notification
by DM_Julio Angulo 10 Sep '10

10 Sep '10

Hi, can someone explain how OTRS send me a mail when a ticket escalates Julio Cesar Angulo Quiroz Telf.: 997066155

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Notification is not sending to Agent when ticket reaches its pending time
by Pradumna Maheshwari 10 Sep '10

10 Sep '10

Hello All, I have a problem that, the Notification is not sending to Agent when ticket reaches its pending time. I have made Escalation time of all the queues to '0', is that the reason or I need to do something else? Do i need to update Notification Management ? How to use 'bg::Agent::Pending Reminder' as on selecting it and on clicking 'Change' , in 'Type' field only 'bg::' is coming. What to do? Thanks in advance... Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshwari(a)tcs.com Website: http://www.tcs.com ____________________________________________ Experience certainty. IT Services Business Solutions Outsourcing ____________________________________________ =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

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