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Article height in expanded AgentTicketZoom
by Arthur de Pauw 27 May '10

27 May '10

Hi list, Is there a way to set the amount of lines displayed in the expanded AgentTicketZoom display? I'm looking to increase the number of lines of _clear_ text that is displayed. I've found Ticket::Frontend::HTMLArticleHeightDefault: but it seems I need this parameter for clear text, as these get a scroll bar to the right side of the text. Thanks for any hints, Arthur

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How to find tickets without a service assigned
by Arthur de Pauw 27 May '10

27 May '10

Hi list, Can someone help me finding tickets that have no service assigned? I'd need a "negate search" or something like that. If it's done using a URL, I'm happy as well. I think I saw a query regarding something like this before, but I can't find it. Thanks for any help! Regards, Arthur

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Bulk accounting problem
by Ton Kersten 27 May '10

27 May '10

Hello all, Some time ago I asked about selecting a ticket within a bulk action, to make sure our accounting reports are correct. I hoped for an answer, but maybe nobody knows the answer. I browsed all database tables but could not find any way to select the group of tickets that's closed as one bulk action, so I made a patch to achieve what I want. What I want is: When more than one ticket is closed with a bulk action and time is allotted to this ticket group, only one ticket should get the accounted time. To make sure current installations don't break with this patch I created an extra configuration option to achieve the desired effect. So, all tickets get a time unit of 0.00 except the first one. This one gets the time for the complete bulk action. This very simple patch is: (In the directory $OTRS/Kernel/Modules) --- AgentTicketBulk.pm 2010-05-27 12:57:54.000000000 +0200 +++ AgentTicketBulk.pm.org 2009-08-25 16:32:55.000000000 +0200 @@ -72,9 +72,6 @@ my $Output = $Self->{LayoutObject}->Header(); # process tickets - my $FirstTicket = 1; - my $CountOneTime = $Self->{'Ticket::Frontend::BulkFeatureCountOne'}; - for my $TicketID (@TicketIDs) { my %Ticket = $Self->{TicketObject}->TicketGet( TicketID => $TicketID ); @@ -243,9 +240,6 @@ # time units my $TimeUnits = $Self->{ParamObject}->GetParam( Param => 'TimeUnits' ); if ($TimeUnits) { - if ( ($CountOneTime == 1) && ($FirstTicket == 0) ) { - $TimeUnits = '0.00'; - } $Self->{TicketObject}->TicketAccountTime( TicketID => $TicketID, ArticleID => $ArticleID, @@ -253,7 +247,6 @@ UserID => $Self->{UserID}, ); } - $FirstTicket = 0; # merge to my $MergeToSelection = $Self->{ParamObject}->GetParam( And the configuration option $Self->{'Ticket::Frontend::BulkFeatureCountOne'} = 1; should be defined in Config.pm Maybe a good idea for a next version. Cheers, TonK

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sending notification based on email at freetext
by boonyam 27 May '10

27 May '10

Hi all Each time of support case reporting, the reported user is different, sending open case notification /close case notification is important, hence, if I create a freetext field at "phone new" for user to maintain different email address, how to send the notification based on that email address ?

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Bug? in Stats
by TechFan 26 May '10

26 May '10

I was trying to figure out stats more. . .I wish I could even find documentation on the different types of reports and the limitations of how they can be used. . .it seems that some of them only work with certain options even though they offer more. I was working with the TicketSolutionResponseTime type. It appears that it only measures response time on closed tickets. That makes sense for solution time, but not for response time?? Anyway, the bug is that when I choose Evaluation by: all the ones that have working hours. . .the report doesn't find the values, but still keeps placeholders and zeros. Basically, I chose 5, but then when I generate the report, it only puts the proper headings, but it puts 0 values in all the columns that shouldn't be there. . .so, the headings don't match at all. . . Anyway, it is a bug. . .

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Stats Module Documentation??
by TechFan 26 May '10

26 May '10

I am trying to figure out how to create some reports, but the stats module is so powerful it is also very complex. I am trying to find some documentation that explains how it all works. . .is there any such thing??

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OTRS setup
by Steve Clark 26 May '10

26 May '10

Hello all, I have installed OTRS 2.4.7 and have it functioning, but am perplexed on how to configure it for our environment. We have many customers that each have many sites. Example: Company A HQ. Company A site 1. Company A site 2. Company A site 3. ... Company A site 300. We want to keep tickets by each site but allow one user at Company A HQ to monitor all Tickets of Company A regardless of which site. As I understand it when we add to the customer_company table the customer_id must be unique, and when we add to the customer_user the customer_id must match a customer_company.customer_id. How can I setup a 1 customer_user to many customer_company entries, or do I need to look for a different TT system? Thanks, -- Stephen Clark NetWolves Sr. Software Engineer III Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com www.netwolves.com

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Controll $Env{"CGIHandle"} ?
by Tore Lønøy 26 May '10

26 May '10

Hi, Currently hosting an OTRS behind a proxy. We have a ProxyPass directive on the proxy which forwards requests to http://otrs-server-ip/otrs/ But, this creates an problem when it comes to forms in OTRS, since form action url will be /otrs/__scriptname__. But, I want it to be __scriptname__. This URL is generated in Layout.pm like this: $Self->{CGIHandle} = $ENV{SCRIPT_NAME} || 'No-$ENV{"SCRIPT_NAME"}'; What I did to solve this problem, is removing /otrs/ in beginning of every string. So after the above line, I've added this: $Self->{CGIHandle} =~ s/^\/otrs\///; On my system the $Env variable $0 returns the full path, so I cannot use that, and adding modules to extract the scriptname would complicate things. Is there a smarter way? Best regards, Tore

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create freetext field not as dropdown
by boonyam 26 May '10

26 May '10

Hi all Currently the freetext field is only allowed to create key fields as drop down, is there a way to create as a list field so that I could select multiple choices (instead of just selecting one choice) within a list when creating a phone ticket

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Re: [otrs] OTRS Terms of use (Alexander Halle)
by Martignier, Philippe 26 May '10

26 May '10

Alexander, Thanks for your response, it seems so we can do what we want with OTRS :) I have nothing against giving our code. The only point is that I will not be the one who will develop that code and can not force him to do so (but I will propose) :) I wanted only to be sure that there is no problem if we customize the code in the way WE want and need. I put WE in capitals as this draft feature for example may not be to the taste of others. The developments will be made as much as possible OUTSIDE Otrs in order to be able to upgrade without being able to rewrite all code ... So I am still wondering if others could be interested by such modifications ... Cheers Philippe World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

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