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Re: [otrs] Ticket Title change -> now shown in Ticket Queue List
by Julius Haake 10 Aug '16

10 Aug '16

Thats it, thanks so much! >There's a SysConfig option to define whether the ticket overviews show >the last subject or the ticket title... > >Ticket -> Frontend::Agent::TicketOverview >->Ticket::Frontend::OverviewSmall###ColumnHeader BR julius

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otrs.Daemon.pl: using SSL support
by Placide Lysias NJAMI 09 Aug '16

09 Aug '16

Dear All, We are having below message every 10min from our OTRS Server: [Mon Aug 8 23:50:18 2016] otrs.Daemon.pl: using SSL support of Net::POP3 3.05 instead of SSLGlue at /opt/otrs/Kernel/cpan-lib/Net/SSLGlue/POP3.pm line 12. Can you help us to fix the Issue ? Thanks in advance ! Regards, Placide

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Ticket Title change -> now shown in Ticket Queue List
by Julius Haake 05 Aug '16

05 Aug '16

Dear List, if I change a Ticket title over "additional ITSM fields" (I dont know the precise english translation, sorry) the changed title is only shown in the ticket, but not in the ticket queue listing, nor if I lock the ticket in "my locked tickets". Is this a known bug or a feature? :-) BR Julius

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Re: [otrs] otrs Digest, Vol 95, Issue 9
by Julius Haake 04 Aug '16

04 Aug '16

Hello, yes, that is correct, they are not functional, I tested it with the standard fieldnames that came to my mind or that were in the source of the webpage (CCCustomerID, CustomerID, etc.). >I may be missing something. Are you saying that the items that are > >commented (leading #) are not functional? > >

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Re: [otrs] E-Mail-Ticket-Template -> "To"-Field and CC / BCC
by Julius Haake 03 Aug '16

03 Aug '16

Dear Never, thank you for the good hint, I just installed the template (without errors) - unfortunately it is not showing up in the admin menu :/ I did a refresh of my configuration though. BR Julius

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E-Mail-Ticket-Template -> "To"-Field and CC / BCC
by Julius Haake 03 Aug '16

03 Aug '16

Dear List, I am fiddling around with E-Mail-Ticket-Templates, this is very nice, we need to send standardized E-Mails very often, submitting some data. I used the youtube vid from https://www.youtube.com/watch?v=1B8mZ9Ku_bA Creating the button for the template in "AgentTicketEmail.tt" and filling in the fields for Subject, Body, etc. is trivial, I am looking for a solution to prefill the fields for customer, CC and BCC. Does any1 know a way? Sniffing through source code, I already tried the obvious names like "ToCustomer", etc. My "code": # example template form for customizations <form action="[% Env("CGIHandle") %]" method="post" enctype="multipart/form-data" id="Template1"> <input type="hidden" name="Action" value="[% Env("Action") %]"/> <input type="hidden" name="Subaction" value="StoreNew"/> # <input type="hidden" name="ToCustomer" value="mail(a)mail.com"/> # <input type="hidden" name="CcCustomer" value="j.haake(a)kk-es.de"/> <input type="hidden" name="FormID" value="[% Data.FormID | html %]"/> <input type="hidden" name="ExpandCustomerName" value="2"/> <input type="hidden" name="Dest" value="16||Things"/> <input type="hidden" name="Subject" value="New Problem in section XX pipe YY"/> <input type="hidden" name="Body" value="you are *****ed"/> </form> It works fine, except for the Customer and CC-Fields :/ Any help is highly appreciated! BR Julius

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Customer frontend
by Mikey van der Worp 03 Aug '16

03 Aug '16

Hi all, I want to be able to create a user for the Customer Frontend, and assign it to a full queue. Without account codes or anything as some tickets are not able to be changed. Can somebody explain me how or send me a link? Best regards, Mikey van der Worp -- Mikey van der Worp<https://www.linkedin.com/profile/view?id=182619557> System Engineer Utelisys Communications B.V. Trinity Buildings Tower A, 7th floor Pietersbergweg 15 1105 BM Amsterdam M +31 (0) 62 942 2052 T +31 (0) 20 561 8010 F +31 (0) 20 561 8021 LinkedIn<https://www.linkedin.com/company/utelisys-communications-b.v./> - Facebook<https://www.facebook.com/utelisyscommunications> <http://www.utelisys.com/>www.utelisys.com<http://www.utelisys.com> – <https://www.utelisys.com/> https://www.utelisys.com/

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Upgrade query
by Cundall, Peter (PCUNDALL) 02 Aug '16

02 Aug '16

Good afternoon, I have recently been tasked with upgrading OTRS from a rather old version (3.1.11) to the latest version. I have access to the old server, plus I have stood up a brand new CentOS VM for the new installation. I cannot find any information online about performing such a large upgrade, and wondered whether anyone here could point me to a resource (or if not, could provide assistance). Thank you very much. Pete

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Creating a new role - Agent Management
by Willian Silva 01 Aug '16

01 Aug '16

Hi guys ! Is it possible to create a role that some agents would have a permission just to manage the agents, at Admin -> Agent Management ? Regards, Willian Silva.

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Allow OTRS to process multiple tickets in the mail Subject
by Giovanni Mellini 30 Jul '16

30 Jul '16

Hi list, don't know if this can be useful. I developed a perl wrapper to allow OTRS to handle multiple Ticket numbers in Subject. I wrote a blog post with all details and now is working on my company server since some day with no issues. Here the blog post https://scubarda.wordpress.com/2016/07/29/configure-otrs-to-process-multipl… Ciao Giovanni

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