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auto answers and return receipt
by jaubert＠26.cerfrance.fr 12 Feb '10

12 Feb '10

Hi, for now, all customer's requests are made by phone. So, engineer take call and open a ticket with view phone. Now I want to configure an automatic answer, as a return receipt, for all queues. And, in this answer, i want to an extract of the customer's ask. I looked into OTRS notification tags and i'm not sure what is the better tag between : OTRS_TICKET_TicketFreeKey1 OTRS_CUSTOMER_Body OTRS_OWNER_UserComment OTRS_RESPONSIBLE_UserComment OTRS_CURRENT_UserComment Thank you for your advice Best regards Jerome

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How to add a new field in email ticket form
by manish ramteke 12 Feb '10

12 Feb '10

Hi, I am using OTRS 2.4.5 and I want to add a new field "Severity" in email ticket form. Can anyone guide me what changes do I need in configuration and database in order to achieve this. Regards, Manish Ramteke

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Remove restricted customer information from PDF printing.
by Martin Møller 11 Feb '10

11 Feb '10

Hi yet again. Is there a way I can return only parts of the Customer Data on the PDF printout? For example, I want to exclude the Comment field and there may be others that are just as well not to print. If I could use a different view when printing, that would be fine.... It doesn't look this I can customize this part of OTRS yet (save by disabling PDF printing, and I would rather not. The PDF's look great ;) Regards, /Martin.

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mail retrieval
by Troy Shafer 11 Feb '10

11 Feb '10

Ok... this is my last issue. running opensuse 11.1 logging in as a regular user and using su to modify otrs and the system. I have otrs authenticating against AD Now i just need to get mail retrieval working. I have fetchmail working and i have added the following to .procmailrc.dist SYS_HOME=$HOME PATH=/bin:/usr/bin:/usr/local/bin #-- # Pipe all email into the PostMast process. # -- :[] : | $SYS_HOME/bin/PostMaster.pl here is my problem. New mail to otrs(a)domain.com is not showing up in the Misc que i have it assigned too. So my question is does the .fetchmailrc and .procmailrc need to be in /opt/otrs ? Should be in the home directory for the current username I am logged in with? The documentation (http://doc.otrs.org/2.4/en/html/x1590.html#email-reveiving-pop3) are a little confusing and I think they are making an assumption that I am not picking up on. -Troy

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Changing status automatically on type of response selected
by Marretta, Rosanna 11 Feb '10

11 Feb '10

I have created a new status called Awaiting Response, I have set this to Type: Pending Auto. When the operator clicks on the 'Response' called Reply, I would like the status of this call to automatically go to 'Awaiting Response' and the pending time changed to 3 days. Is there anywhere to do this? Rather than having to do it manually? Rosanna

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agent updating ticket status by email
by samuel 11 Feb '10

11 Feb '10

Hi folks, First of all apologies if this question has been answered before, I've checked documentation and search through this mailing list archives and could not find an answer. If I have missed the appropriate place, I would highly appreciate if you point me there.. I've just set up a 2.3.4 OTRS version and for some queues, I would like to know whether it is possible to work only via e-mail. I've set up a PostMaster Mail Account and can properlly create tickets via e-mail. Agents are notified when new tickets are created and customers get the notifications. What I'm missing is how can an agent send an update to the system? I've tried to use the e-mail account of the agent but OTRS classifies it as a client update. Is there any X-OTRS- mail header that can be set in e-mail fitlering to classify the update as coming from the agent and not from a user? Hope I've been clear enough! Thank you very much in advance, Samuel.

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Add elements to Dashboard in 2.4.6
by Karsten Heymann 11 Feb '10

11 Feb '10

Hi, we're running 2.4.6 (update to 2.4.7 already scheduled) and I'm currently looking into how the Dashboard could be adapted to our needs. For now I have a simple question: Is it possible to add more Elements to the dashboard, let's say a second DashboardImage instance? I would have expected to be able to add these in the sysconfig, but found no way to do it in Framework -> Frontend::Agent::Dashboard. Did I overlook something? Yours Karsten

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Themeing the 'Customer Info' portion of the AgentTicketZoom view?
by Martin Møller 11 Feb '10

11 Feb '10

Hi all. I have tried hard to find where the data that gets inserted in the Customer Info: portion of the Agent Ticket Zoom view comes from. There is this block: # show customer info table  <p> <hr> <b>$Text{"Customer Info"}:</b> $Data{"CustomerTable"} <hr> </p>  But how $Data{"CustomerTable"} gets populated, I cannot quite see. All I really want it to make sure the cutoff for any fields happen later that it currently does, or possibly not at all. Does anyone know where this is found? Regards, /Martin.

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No Permission on ticket after LDAP/AD outage
by Frank Wall 11 Feb '10

11 Feb '10

Hi, we're using OTRS 2.4.6 with AD authentication. Today we had an short outage of our LDAP/AD authentication server. Now all tickets which have been created *during* the LDAP/AD outage are neither readable nor writable. New tickets *after* the LDAP/AD resurrected are readable and writeable indeed. This is the log while trying to access the ticket as OTRS admin user: Feb 5 11:05:21 OTRS-CGI-10[64066]: [Error][Kernel::System::Ticket::TicketGet][Line:997]: No such TicketID (658)! Feb 5 11:05:21 OTRS-CGI-10[64066]: [Error][Kernel::System::Ticket::TicketGet][Line:997]: No such TicketID (658)! Feb 5 11:05:21 OTRS-CGI-10[64066]: [Error][Kernel::System::Queue::GetQueueGroupID][Line:583]: Need QueueID! Feb 5 11:05:21 OTRS-CGI-10[64066]: [Notice][Kernel::System::Ticket::Permission] Permission denied (UserID: 3 'ro' on TicketID: 658)! Feb 5 11:05:22 OTRS-CGI-10[64067]: [Error][Kernel::System::Ticket::TicketGet][Line:997]: No such TicketID (658)! Feb 5 11:05:22 OTRS-CGI-10[64067]: [Error][Kernel::System::Ticket::TicketGet][Line:997]: No such TicketID (658)! Feb 5 11:05:22 OTRS-CGI-10[64067]: [Error][Kernel::System::Queue::GetQueueGroupID][Line:583]: Need QueueID! Feb 5 11:05:22 OTRS-CGI-10[64067]: [Notice][Kernel::System::Ticket::Permission] Permission denied (UserID: 3 'ro' on TicketID: 658)! How can I regain all permissions to this ticket? This seems like a bug to me. Maybe OTRS should not accept new tickets if the AuthModule is not available. Regards Frank

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How to Add Agent Name to Ticket in Dasboard
by Markus Moj 11 Feb '10

11 Feb '10

Hello Mailinglist, I would like to add the name of the agent which is working on a Ticket, to the Dasboard. I thought that when I change this <a href="$Env{"Baselink"}Action=AgentTicketCustomer&TicketID= $QData {"TicketID"}"onmouseover="window.status='$JSText{"Customer history"}'; return true;"onmouseout="window.status='';"> <div title="$QData{"CustomerUserID"}">$QData{"CustomerID","15"}</div> </a> </td> to <a href="$Env{"Baselink"}Action=AgentTicketCustomer&TicketID= $QData {"TicketID"}"onmouseover="window.status='$JSText{"Customer history"}'; return true;"onmouseout="window.status='';"> <div title="$QData{"LoginID"}">$QData{"LoginID","15"}</div> </a> </td> or <a href="$Env{"Baselink"}Action=AgentTicketCustomer&TicketID= $QData {"TicketID"}"onmouseover="window.status='$JSText{"Customer history"}'; return true;"onmouseout="window.status='';"> <div title="$QData{"AgentID"}">$QData{"AgentID","15"}</div> </a> </td> in the AgentDashboardTicketGeneric.dtl, that I would be able to the the Loginname / Agent Name of the supporter which is assignet to a ticket. But this dows not Work. The other question is, if there is a list of commends / actions which prefix can be used in the dtl files?! 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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