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Sorting tickets in queue
by Gazizov Andrey 11 May '10

11 May '10

Hi all! Guys, does anybody know how I can disable automatically sorting tickets by priority in queue (medium view)? I'm using sorting tickets by TicketFreeTime1 field and when a new ticket has created with priority different of the rest it automatically moved on the top. It's very inconvenient :-). Any help are welcomed. Thanks in advance. -- Best regards, Andrey Gazizov RETN

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Re: [otrs] Sorting tickets in queue (Nils Leideck - ITSM)
by Martignier, Philippe 10 May '10

10 May '10

And what about sorting tickets via a field that has been added in a theme. I created a new theme and added the "created" field as new column. Users really like this as they can sort the tickets to know which one has been last modified. But I don't have the created field in the drop list in the ViewQueue you mention. Where in the code can I force the default sort? In the dtl file ? I found nothing. Many thanks for the help :) 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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Default selection for TicketFreeText16::DefaultSelection
by Arthur de Pauw 10 May '10

10 May '10

Hi list! We are working with the decisions function in OTRS::ITSM and I've noticed that the decision result is always pre-selected with the first option available, totally ignoring the TicketFreeText16::DefaultSelection setting. I've googled myself to a forum entry ( http://forums.otrs.org/viewtopic.php?f=17&t=4225) that describes the same problem, so it seems I'm not the only one. Does anyone have a solution for this, or is this an issue that is on the bug list for OTRS? Thanks, Arthur

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How to customize log out message
by Armando Irazabal 10 May '10

10 May '10

Hi, everybody; I want to customize logout message Desconexión satisfactoria. Gracias por utilizar OTRS! Any idea?

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Re: [otrs] how to insert FAQ articles with attachments in compose
by Martignier, Philippe 10 May '10

10 May '10

I did create a bug as I am requesting this for a long time too ... Thanks to DO it as we look silly when users are told to do faqs (and they took lot of time to do it) and then it is not working :) http://bugs.otrs.org/show_bug.cgi?id=5342 thanks 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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Hide SPAM-Tickets on the dashboard
by Ivan De Masi 10 May '10

10 May '10

Hello, I would like to hide the complete Queue "SPAM" on the dashboard - ist there a way? Thanks! Regards, Ivan -- AStA TU Darmstadt IT-Administration Hochschulstr. 1 64289 Darmstadt University of Technology Darmstadt Tel. +49-6151-162217 Fax. +49-6151-166026

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Query to DB
by abrenes＠spcinternacional.com 09 May '10

09 May '10

Hi experts, I need to know: How to do a query to the table that manage the tickets under "Junk" and "Raw" and delete all the tickets in there. I will appreciate all the help. Regards, André

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Knowledge base
by Jober Mijares 08 May '10

08 May '10

Hi to everybody.. I have a question: The module FAQ, works like Knowledge base? Thanks :D

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how to insert FAQ articles with attachments in compose answer(reply)
by Silver springs 07 May '10

07 May '10

Hi, I was doing some research on an issue but could not find information on how to do it in OTRS. I have created some FAQ articles with attachments. Now, when I want to reply to a ticket, I click on Compose answer and it takes to a screen where we can type in the reply. There is a link for FAQ in the reply section and if I want to insert some article from FAQ which is having an attachment and select the article , it would only show the content of the article in the reply but not attachment. Could anyone please let me know how I can include FAQ articles with attachments in my reply . Thanks Winter

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Re: [otrs] New Ticket immediate close no notification
by Florian Houel 07 May '10

07 May '10

Hi Travis, just a 2cts idea : did you consider replacing the standard agent notification with a "Notification(Event)" one ? This gives a way to link the notification to the ticket status. Hope this helps, Florian. De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Travis Simmons Envoyé : vendredi 7 mai 2010 00:35 À : otrs(a)otrs.org Objet : [otrs] New Ticket immediate close no notification Hey, When we create a ticket and immediately close it, is there a way to stop the agent notification for a new ticket on the queue? I know when we do an immediate close it doesn't send a notification to the client but it still does a SendAgentNotification Any ideas would be great. -- Travis Simmons --

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