- otrs - OTRS mailing lists

multiple selection
by Alessandro d'Ambrosio 18 Feb '10

18 Feb '10

Hi, I've more than 2.000 customer users in my otrs and I would like to manage multiple selection (in the admin area - Custiomer Users/Groups section) by a select all check box to assign them rights on a certain group at the same time. Is it possible? I think that I have to modify perl code. Thanks a lot, Alessandro

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Stats by Groups - No Notification Message
by Alan Cowes 18 Feb '10

18 Feb '10

Hello Everybody, I have installed OTRS 2.2.7-2lenny3, and I´m trying to make a stats by groups instead of queues. For example, I want the graph to show me how many tickets (doesn´t matter which type of queue they are in) each department has, we are a helpdesk team and we need to show monthly results of tickets that were given to each department. Is that possible? Also, I want to disable the notification for the customers that reads as follows: System <http://10.100.14.30/otrs/customer.pl?Action=CustomerTicketZoom&TicketID=43& ArticleID=188#188> (email-notification-ext) OTRS System <otr[..]: New State "-Pending[..] - 17.02.2010 18:01:18 *************************************************************** *** THIS IS JUST A NOTICE *** The owner of your ticket "2010021710000052" has been changed to "JOE Heldesk. http://mycompany.com/otrs/customer.pl?Action=CustomerZoom <http://mycompany.com/otrs/customer.pl?Action=CustomerZoom&TicketID=43> &TicketID=43 Your OTRS Notification Master *** THIS IS JUST A NOTICE *** ******************************************************************** Because this will confuse the customers inside our company, I want them to only read the new replies we send them. Thanks a lot in advance! Alan LOPD: INFORMACION SOBRE PROTECCION Y TRATAMIENTO DE DATOS PERSONALES: De acuerdo con la Ley de Servicios de la Sociedad de la Informacion y Comercio Electrónico aprobada por el parlamento español y de la vigente Ley Orgánica 15 13/12/1999 de Protección de Datos española, le comunicamos que su dirección de Correo electrónico forma parte de nuestra base de datos, teniendo usted derecho de oposición, acceso, rectificación y cancelación de sus datos. Si desea acceder, rectificar, cancelar u oponerse al tratamiento de sus datos, contacte con nosotros en DATATRONICS, S.A. Avda. Cardenal Herrera Oria,383 - 28034 Madrid, o bien envíenos un e-mail a lopd(a)datatronics.es junto con su nombre y apellidos, indicando en el campo asunto el texto: "Borrar Datos Personales". Si desea seguir recibiendo información, su dirección de correo electrónico seguirá en nuestra base de datos, entendiéndose que acepta los términos y condiciones, expresados en este Aviso Legal. Agradeciendo su colaboración para poder seguir ofreciéndole nuestros servicios y reiterando nuestro firme compromiso de uso responsable de sus datos, aprovechamos la ocasión para saludarle muy cordialmente. AVISO DE CONFIDENCIALIDAD: Este mensaje y los archivos adjuntos son confidenciales. Los mismos contienen informaciÿn reservada y que no puede ser difundida. Si usted ha recibido este correo por error, por favor avÿsenos inmediatamente por e-mail o por telÿfono (+34 91 376 92 90) y tenga la amabilidad de eliminarlo de su sistema. CONFIDENTIALE NOTICE: This message and its attached files are confidential. They contain information that is privileged and legally exempt from disclosure. If you have received this e-mail by mistake, please let us know immediately by e-mail and by phone (+34 91 376 92 90 ) and delete it from your system.

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escalation notification
by manish ramteke 18 Feb '10

18 Feb '10

Hi, Once esacalation time value is given in a queue and generic agent (GenericAgent.pm) is set,where to configure email id to which the ticket will be escalated. Regards Manish Ramteke

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Multiple otrs instances on same server
by Jefferson Davis 17 Feb '10

17 Feb '10

I had found a howto for this... cannot locate it now. Anyone know of location? -- Jefferson K Davis Technology and Information Systems Manager Standard School District 1200 North Chester Ave Bakersfield, CA 93308 661.392.2110 ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program.

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Linux Server or Desktop edition
by Neil Grantham 17 Feb '10

17 Feb '10

Hi all Is there any advantage to installing OTRS on to a Linux Server edition, or a Linux Desktop edition? Thanks Neil

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default service/SLA
by Marco Vannini 17 Feb '10

17 Feb '10

Hi all, we are trying to use the default service for tickets but it does not seems to work... I've enabled core::ticket service and defined the default service in customers users <-> services. Is there anything else that I've to configure to st the defined service for any ticket created (from all the method allowed [customer.pl, mail and phone request]) ? Thank you. Marco Vannini

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Attachments encoding changing
by Barry McCall 17 Feb '10

17 Feb '10

A user attached an htm document to a ticket. When opening the attachment within the ticket system it is fine and legible. When otrs disseminated the email with the attachment it changed a large quantity of the document to ascii and garble. I was wondering if anyone else encountered this issue. ________________________________ Barry J McCall Network Administrator KIT Solutions, LLC 5700 Corporate Drive Suite 530 Pittsburgh, PA 15237 Desk 412.348.0495 Mobile 412.559.6311 ________________________________ Confidentiality Notice: This email message and attachments contain proprietary and confidential information intended only for KIT Solutions LLC and its addressees. If you have received this email in error, please notify KIT Solutions immediately by phone or email and destroy the original message.

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Empty Subject In ticket Updates
by Scott Carter 17 Feb '10

17 Feb '10

Hello All, I've posted a couple questions on here and have received some very good responses so thank you in advance. I've seen this question posted a couple times, but have yet to see a solution. My problem is the blank subject every time a customer updates a ticket. Is there some way to set this subject to the original subject? It is very hard to keep track of the tickets when the subject is changing all of the time. In addition, our customers updates will all be pertaining to the same subject so why should they need to re-enter this every time? Ideally, this field would be removed altogether and the subject would be set to retrieve the original subject. In this case, I need to know what file and specifically what variable to modify in order to be able to remove the subject field from the dtl file. Right now if I remove it I get errors because no subject is set. I would settle for having the text field still there but pre-populated with the original subject. This way, the customer does not have to re-enter the subject each time. Is there a variable I can reference in the dtl that has this value? If not, is it possible to call the msyql module from the dtl file (if so, how is this done)? (using otrs 2.4.5) Thanks, Scott

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Is it possible to set a 'Ticket creator' field apart from the 'ticket owner' field?
by Aron Rotteveel 17 Feb '10

17 Feb '10

Hi everyone, The subject says it all, pretty much. We currently create a lot of phone tickets and immediately assign them to an employee. The downside to this approach is that it is not possible to see which agent has actually handled the original call. Is this information stored anywhere, and how could I show this in the ticket zoom page? Best regards, Aron Rotteveel

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Notification mail, customer interface
by Otrs Customer 17 Feb '10

17 Feb '10

Hi all, I have 2 questions 1.) Is there a way how to set up a mail for each queue for example on which all the notifications - regarding the ticket updates - are sent to ? 2.) Is there a way how to display the ticket view in customer interface by the latest update time ? ie to see the most recent updated ticket on top etc... ? Thanks a lot. jb

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