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Free Fieds in Tiket History
by João Zorro 23 Feb '10

23 Feb '10

Hi All, Does anyone know if it is possible keep free fields his History? How can I do this? Thanks in advance João Zorro Managed Services ............................................................................................................. Novabase Av. D. João II, Lote 1.03.2.3 . Parque das Nações 1998-031 Lisboa - Portugal Tel. (+351) 213 836 300 . Fax (+351) 213 836 301 www.novabase.pt<http://www.novabase.pt> [cid:image001.gif@01CAB481.BAC2CD30]

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How to hide SLA and show Criticality fields to Customer?
by Estevam Viragh 23 Feb '10

23 Feb '10

Hi list, Couple questions: 1) Anyone know how to hide the SLA field from the user when he/she opens a ticket? I have a generic agent job that sets the SLA for me based on priority but would be great to hide this field from user to avoid "expectations"... 2) What about showing the impact field to customer? I have removed the customer ability to set the priority and by having the customer setting the impact, this would result (I hope) on a priority based on the criticality<->impact<->priority matrix... I tried to do it by enabling the field freetext13 but it gives me a text field as opposed to a drop down list... Thanks so much in advance. Regards, Estevam Viragh **CONFIDENTIAL NOTICE** This e-mail and any files transmitted with it may contain PRIVILEGED or CONFIDENTIAL information and may be read or used only by the intended recipient. If you are not the intended recipient of the e-mail or any of its attachments, please be advised that you have received this e-mail in error and that any use, dissemination, distribution, forwarding, printing, or copying of this e-mail or any attached files is strictly prohibited. If you have received this e-mail in error, please immediately purge it and all attachments and notify the sender by reply e-mail.

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dynamically define layout
by João Zorro 23 Feb '10

23 Feb '10

Hi, It is possible to dynamically define the layout in use when the costumer is selected? Or when editing, zooming ect a ticket. The same way when select the costumer the services drop-down is filled with the correct services for that costumer. The scenario is, in the same installation have different clients with different requisites. If anyone can give me an example, I will appreciate. Tanks in advance, João Zorro Managed Services ............................................................................................................. Novabase Av. D. João II, Lote 1.03.2.3 . Parque das Nações 1998-031 Lisboa - Portugal Tel. (+351) 213 836 300 . Fax (+351) 213 836 301 www.novabase.pt<http://www.novabase.pt> [cid:image001.gif@01CAB474.F0FDEEA0]

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Automatically changing queues when ticket state is changed
by Jeremy Revitch 23 Feb '10

23 Feb '10

I am trying to achieve something that seems like it should be simple... But I can't for the life of me figure out exactly how to make it happen... When an agent sets a ticket in a specific queue (named "Active Tickets") to *Pending Auto-Close* I would like the ticked automatically unlocked moved to a sub-queue of that queue (named "Pending Customer Response"). Then upon receipt of a customer update to the ticket I'd like the ticket moved back to the parent queue ("Active TIckets") Has anyone got any insight in exactly how I can achieve this functionality? Thanks in advance.

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How to filter Attachements?
by Markus Moj 23 Feb '10

23 Feb '10

Hey Mailinglist, Is there a possibility to have a filter or an generic agent to filter a specific attachment which is attached everytime by some of our useres e-mail clients!? 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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Change Age in Ticket view
by Carlos Andres Gallego 23 Feb '10

23 Feb '10

Hi It's posible change the Age in the CustomerTicketOverView, I like to see the creation time in this view. Anyone can help me. Thanks. Cordialmente Carlos Andrés Gallego Analista Mesa de Ayuda EMTELCO S.A. Tel: 389 70 61 - 389 70 00 Ext 14215 Cra 43A # 25 A 69 E-mail: cgallegoa(a)emtelco.com.co <BLOCKED::mailto:cgallegoa@emtelco.com.co> Medellín - Colombia

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how to create two customers
by ramana 23 Feb '10

23 Feb '10

Hi How to create two customer. and how to create different services for both I am using orts 2.4.5 regards, ramanachary

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Pending auto close
by Nuno Ranito 23 Feb '10

23 Feb '10

Hello I have created a state called "waiting on customer", based on "pending auto-close +"; in which if the customer doens't answer in some time, the ticket is closed. Two questions: 1) how can I change the time between the state "waiting..." and closing the ticket (for example, 5 days) 2) how can I send a email to the client, let's say, middle of the way, warning him that the ticket will be closed if he doens't answer. Thank you for any help -- Neos IT | www.neosit.pt Instituto Pedro Nunes | R. Pedro Nunes | 3030–199 Coimbra | Portugal Tel +351 210 105 610 | Fax. +351 239 101 108 Tm +351 913 699 961 | E-mail nranito(a)neosit.pt [ Antes de imprimir esta mensagem pense no ambiente. Before printing this message, think about environment ] NOTA DE CONFIDENCIALIDADE: Esta mensagem poderá conter informação privilegiada e confidencial. Se não é o destinatário da presente comunicação, agradecemos que nos informe e elimine a mensagem sem que a mesma seja divulgada, distribuida ou copiada. CONFIDENTIALITY: This e-mail and any attachments are confidential and may be privileged. If you are not a named recipient, please notify the sender immediately and do not disclose the contents to another person, use it for any purpose or store or copy the information in any medium.

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Title length limitation of FAQ
by Arlene 23 Feb '10

23 Feb '10

Hi all, I find there is a limitation to FAQ title, only 120 characters allowed. But seems no configuration in SysConfig could make a change to this. How could I enter longer title? And, the FAQ Explorer shows only 65 characters of the title, how to make it show more? Thanks a lot, Arlene

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OTRS customer email contact rules?
by Jason B. Loven 22 Feb '10

22 Feb '10

What triggers the reply/forward and customer contact via email fields? We have some tickets that are created from notifications from outside monitoring systems. When they come in we can't reply to customer via email in the OTRS interface as the link to do so isn't there. This happens even if we reassign the ticket to a customer in the customer DB. What causes those links to be visible or disabled? Thank you, Jason Loven Manager - Technical Services Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: jloven(a)caisoft.com<mailto:jloven@caisoft.com> Web: http://www.caisoft.com/<blocked::http://www.cainetserv.com/>

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