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auto notifcation not working
by Jeffrey Willis 10 Apr '10

10 Apr '10

Hi all, I read a thread in mid-March with an issue I am facing but didn't find a resolution to help me. I have selected my preferred queue for notifications and selected yes in preferences. When I email in to the support email address it logs a ticket and autoresponds correctly with saying the ticket's been logged. The ticket shows up in the queue (and in "my queues" based on my preference set up). I also did a test email from "admin" and it arrived okay. The three users I'm testing who've all set up the same preferences do not receive a notification of a new ticket. The system log entry below looks as if it has sent the notifications: Fri Apr 9 23:40:18 2010 notice OTRS-PMAccount-10 Sent agent 'NewTicket' notification to 'tim(a)******.com'. Fri Apr 9 23:40:16 2010 notice OTRS-PMAccount-10 Sent agent 'NewTicket' notification to 'jeff(a)******.com'. Fri Apr 9 23:40:14 2010 notice OTRS-PMAccount-10 Sent agent 'NewTicket' notification to 'travis(a)******.com'. Fri Apr 9 23:40:10 2010 notice OTRS-PMAccount-10 Sent agent 'NewTicket' notification to 'root@localhost'. Any assistance you can give at helping me resolve why we aren't getting the notifications would be greatly appreciated! Cheers! Jeff

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Sort Queue View by Last Update from Customer
by Scott Driscoll 10 Apr '10

10 Apr '10

I've seen a number of threads asking about sorting the queue view or dashboard by Last Update, but all of the solutions I found apply to older versions. Any hints as to how to do this? I was thinking about using TicketFreeTime, priority, Ticket::Frontend::AgentTicketQueue###SortBy::Default:--> something other than Age, DashboardBackend###0130-TicketOpen: (currently Age, tried setting to Change, Update, LastUpdate, etc.)... I know change_time is stored in the db, just a matter of getting access to that... I'm not 100% sure if LastUpdate is the terminology, but I'd love to sort by the time since a customer last emailed. thanks! -Scott

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"From:" field in ticket.
by rodney fluharty 09 Apr '10

09 Apr '10

I am new to OTRS, so please, bear with me. I have some customer users I created. I realized when they submitted a ticket, the field in the agent's login would show something like: "From: fname lname<email(a)domain.com>" So far, so good. I wanted to change the fname and lname to be more accurate for my purposes. I went into customer user and changed the fields for first name and last name. Then submitted the changes. If that customer user submits a new ticket, I still get: "From: fname lname<email(a)domain.com>" So it doesn't change. However, if I click "CustomerID" to the right of the ticket, to show the customer's details, then the customers information shows up correctly in that window. This tells me that the firstname and lasname IS being updated somewhere, but not in the email fields in the tickets. Any idea how to fix this. -- Rodney Jay Fluharty

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Request Custom Fields
by Francesco Vinelli 09 Apr '10

09 Apr '10

Hi, I want to create custom request dependent from selction of TYPE. Anyone have some ideas? Tnx a lot Franz

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default agent preferences
by Claudio Tassini 09 Apr '10

09 Apr '10

Hi guys is there a way to set the default preferences that should be set for a newly created user? I use LDAP authentication so I don't manually create users inside OTRS, but I would need that new users have all the notifications enabled by default and I can't find how to do it in SysConfig as I did with the theme and language. Alternatively, maybe there's a way to configure the AuthSyncModule to set the db fields: UserSendMoveNotification UserSendFollowUpNotification UserSendNewTicketNotification UserSendLockTimeoutNotification to "1" when syncing users? -- Claudio Tassini

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Can´t dump mysql to create backup of otrs database
by Markus Moj 09 Apr '10

09 Apr '10

Hi there, I need to make a backup of the OTRS Database but I always get this error: Got packet bigger than 'max_allowed_packet' bytes when dumping table `article_attachment` at row: 39045 The packed size for mysql is set to 256 MB which was before 128 MB. Can anyone help me to workaraound this problem to geht things working again. Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: mmoj(a)timocom.com Internet: www.timocom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489

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X509 Client Certificate Authentication
by mamo 09 Apr '10

09 Apr '10

Hi All, I would like to ask if you have any pointer on documentation or information on how to have user authenticate to OTRS with Client Certificate Authentication (standard X509 Cert). Thank you. Mamo

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Customer User manual - OTRS
by Ruzwan Abdul 09 Apr '10

09 Apr '10

Hi, Can any one provide me with OTRS Customer manual, I have the Admin manual. To provide document to the end customer who would be using the OTRS interface. Regards, Ruzwan

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Business hours
by Marretta, Rosanna 09 Apr '10

09 Apr '10

Hi All, Can somebody please tell me where I state the business hours in OTRS please? Many thanks, Rosanna

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Re: [otrs] OTRS 2.4.7 : date of creation vs date of last
by Martignier, Philippe 09 Apr '10

09 Apr '10

Hi Leonardo, Many thanks, I will give it a try :) OTRS People: if you can change that created date text by a last modified date in a next release it will help not only myself! Thanks in advance 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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