- otrs - OTRS mailing lists

Spanish Charset problems
by magicboiz 09 Feb '10

09 Feb '10

Hello We have a ITSM::OTRS 1.3.2 running nicely, but we have a small problem that I hope someone can help me to solve: Spanish characters like "ñ", "á", et, aren't displayed correctly into the otrs web frontend, and also into the emails formatted by otrs (From and To envelope addresses) We have our OTRS configured with charset UTF-8. Apache 2.2.9. Mysql 5.0.51. Perl 5.10. Debian Lenny. Thanks in advance.

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Email Processing
by Dorien K. Takeshi 09 Feb '10

09 Feb '10

Hi there, I've tried to setup my email processing, and it appears to be working, as messages are disappearing from my mailbox, but I cannot find them in OTRS at all? It doesn't appear to be doing anything with the emails? Where can I check to see what has happened to them or am I missing something? I've only setup a mailbox in the "Postmaster Admin" section. Dorien Takeshi Technical Manager Disaster Recovery Group Limited Unit 6, 10 Canaveral Drive, Rosedale, North Shore City, Auckland, New Zealand, 0632 Ph: +64 9 478 9134 | Mob: +64 21 822 832 | Email: dorien.takeshi(a)drgroup.co.nz

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Insert FreeText on Bulk Actions View
by Carlos Andres Gallego 09 Feb '10

09 Feb '10

Hi Everyone, I try to insert a Free Text on the Bulk Action View, but I can't see the correct option. In the Frontend::Agent::Ticket::ViewBulk not appear the freetext modules. Any Idea. TKS PD Sorry for my english Carlos G.

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workaround: customers not having to login?
by Gregory Heffron 08 Feb '10

08 Feb '10

Is there any possible workaround for customers having to login to create a ticket. We already have several sites with several logins, and part of why we built this system is to help with the confusion. We're worried we'll add to it! Thanks, Greg -- Lead - IT Support Shambhala.org ShambhalaTimes.org Center Template Websites

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How to change Status of call without replying to it
by Marretta, Rosanna 08 Feb '10

08 Feb '10

Hi, is there any way I can change the status of a call without actually having to reply to it? Thanks, Rosanna

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It is possible to automatically display company information in the ticket view?
by Aron Rotteveel 08 Feb '10

08 Feb '10

Hi everyone, Currently, I have my system setup as follows: - Client database is populated with individual persons & e-mailaddresses. CustomerID is a numeric ID that is linked to the company - Company database is filled with companies and the corresponding phone, fax, and address information By default, it seems that a ticket only shows the client information; it would be incredibly useful to display the company information as well. Is this somehow possible, and if so how? Thanks in advance. -- Best regards, Aron Rotteveel

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Customer Signup Spam
by Nick Bright 08 Feb '10

08 Feb '10

Greetings, Our customer-side interface (customer.pl) is getting sign-up spam, causing generation of useless users cluttering the database as well as generating bounce tickets into OTRS (as they are using invalid email addresses). Is there some way to control domains allowed to sign up, or some other anti-registration spam control? We can't be the first people to have this problem, given how bad the spam-bot problems are on the Internet these days! Thank you, -- --- - Nick Bright Network Administrator Valnet Telecommunications, LLC Tel 888-332-1616 x 315 Fax 620-332-1201

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ticket creation using API
by ravi shanker 08 Feb '10

08 Feb '10

Hi , I would like to know how to use API in classic asp to create tickets.is this possible and what is required for that.would be helpful if example is provided. Ravi Shankar

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Ticket type & invisible ticket fields
by Gazizov Andrey 08 Feb '10

08 Feb '10

Hi all! It's posible in OTRS that depending on the ticket type some of it field (maybe TicketFreeText fields) appears or disappears? For example, I have 3 types of tickets in OTRS - first, second and third and 4 TicketFreeText fields - A,B,C and D. When I creating the new phone ticket and select first type of ticket a fields A and B are visible, but C and D are not visible for me. If I choose the second type of ticket the field C and D are visible, but A and B fields are not. It's possible? Hope that I expressed clearly. Thanks in advance.

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owner automatically set if empty answer used
by Martignier, Philippe 08 Feb '10

08 Feb '10

Hi there, I would like that OTRS sets the owner automatically when an answer (empty answer or phone call) is done WITHOUT locking the ticket. (I put the options of locking and changing owner to "no" as we don't use the lock function) Is there a way to do this? I was sure that it was the case and my agents just prove me the opposite thing :) The problem was found because of notifications for follow-up not coming (when a customer gives a reply there was no notification because it is send to the owner of the ticket ... and in this case it was the root system the owner ...) MANY thanks bye Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 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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