- otrs - OTRS mailing lists

Spell Check Error
by magicboiz 01 Feb '10

01 Feb '10

Hello everybody with OTRS::ITSM 1.3.2, whenever I try to run the spell checker I get: Malformed UTF-8 character (fatal) at /opt/otrs//Kernel/Output/HTML/LayoutAJAX.pm line 227. I can see this message at apache error.log file too...... Any ideas? thanks in advance

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priority not mandatory, bug ?
by Alexander Halle 01 Feb '10

01 Feb '10

Hi everybody, we noticed that one can succesfully finish the priority action screen without choosing a priority. Is this a bug (OTRS 2.4.6) or am I missing something ? Thanks in advance Alexander -------- Original-Nachricht -------- Date: Tue, 10 Nov 2009 18:21:02 +0100 From: Alexander Halle <ahalle-otrs(a)radprax.de> To: User questions and discussions about OTRS. <otrs(a)otrs.org> Hi, has anybody solved the problem, that agents can complete the priority action screen (AgentTicketPriority) without even choosing a priority ? You can make the message body mandatory but not the priority :( Also when I tried to fix this by extending the javascript code I noticed unexpected differences between OTRS 2.4.4 and OTRS::ITSM 1.3.2 : - ITSM ignores Ticket::Frontend::AgentTicketPriority###PriorityDefault - default priority is set to "-" in OTRS but to the current priority in ITSM Does someone know why ? Thanks in advance Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de

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cc included in autoanswer
by Marco Vannini 01 Feb '10

01 Feb '10

Hi all, If a customer sends otrs a mail with someone else in CC it is possible to let otrs to send autoanswer (new ticket creation, change ownership) to CC too ? Thank you in advance. MV

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how to map the services to Queues
by ramana 01 Feb '10

01 Feb '10

Hi all, Here i have create two Queues and Six services, three are Network related and remaining three are Desktop related. Question: When customer is selecting the Network Queue they should be able to see only 3 Network services. Desktop Queue they should be able to see only 3 Desktop services. Queues : 1) Network 2) Desktop Services a) Network problem a) PC not Booting b) VPN problem b) Mother Board Problem c) Link-Problem c) Ram Problem Kindly help me on this above example if any solution. Thanks & Regards, Ramana

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Re: [otrs] how to hide the services
by ramana 01 Feb '10

01 Feb '10

Hi Nils Leideck, Thanks for your prompt support, It's done. my problem is resolved, We Appreciate the give solution is fulfill my requirement. Thanks & regards, Ramana Nils Leideck - ITSM wrote: > Hi, > > On 29.01.2010, at 11:47, ramana wrote: > >> I have created >> Queue is *TEST* >> Categories- service is *Desktop* >> sub - service is 1) *New Desktop* >> 2) *Desktop >> problem* >> 3) *Keyboard >> problem* >> in this above example i want to hide the sub -services list 1,2 &3 . >> >> if can you please provide the sample code for above example. > > > # ----------------------------------------------------------------------- > # start of ACL configurations > # ----------------------------------------------------------------------- > $Self->{TicketAcl}->{'ACL-Customer-Services'} = { > Properties => { > Frontend => { > Action => ['CustomerTicketMessage'], > }, > }, > PossibleNot => { > Ticket => { > Service => ['[RegExp]::'], > }, > }, > }; > # ----------------------------------------------------------------------- > # end of ACL configurations > # ----------------------------------------------------------------------- > > > Nils Leideck > > -- > Nils Leideck > Senior Consultant > > nils.leideck(a)leidex.net <mailto:nils.leideck@leidex.net> > nils.leideck(a)otrs.com > > > http://webint.cryptonode.de / a Fractal project > > CU @ CeBIT 2010 in Hannover, Germany <http://www.cebit.de> and get to > know more about OTRS > at booth no. C37 in hall 2 from March 2-6, 2010! > > > > > >

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Re: [otrs] how to hide the services
by ramana 01 Feb '10

01 Feb '10

Hi Nils Leideck, Thanks for your prompt support, It's done. my problem is resolved, we Appreciate the give solution is fulfill my requirement. Thanks & regards, Ramana Nils Leideck - ITSM wrote: > Hi, > > On 31.01.2010, at 12:38, ramana wrote: > >> Agent can able to all the service's and sub-services, >> customer frontend hide the sub-services. only they can see the >> service Desktop. > > did you actually try my ACL ??? ??? > > Again: > >> # ----------------------------------------------------------------------- >> # start of ACL configurations >> # ----------------------------------------------------------------------- >> $Self->{TicketAcl}->{'ACL-Customer-Services'} = { >> Properties => { >> Frontend => { >> Action => ['CustomerTicketMessage'], >> }, >> }, >> PossibleNot => { >> Ticket => { >> Service => ['[RegExp]::'], >> }, >> }, >> }; >> # ----------------------------------------------------------------------- >> # end of ACL configurations >> # ----------------------------------------------------------------------- > > Nils Leideck > > -- > Nils Leideck > Senior Consultant > > nils.leideck(a)leidex.net <mailto:nils.leideck@leidex.net> > nils.leideck(a)otrs.com > > > http://webint.cryptonode.de / a Fractal project > > CU @ CeBIT 2010 in Hannover, Germany <http://www.cebit.de> and get to > know more about OTRS > at booth no. C37 in hall 2 from March 2-6, 2010! > > > > > >

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impossible to send email to the following cc
by Martignier, Philippe 01 Feb '10

01 Feb '10

Hi there, OTRS is giving an error message with a ticket with the following cc: "\"ufuk kalmanoglu-trb satis\"@kapur.svc.unicc.org" <"ufuk kalmanoglu-trb satis"@kapur.svc.unicc.org<mailto:>>, "\"sedat silahtaroglu-turbosan\"@kapur.svc.unicc.org" <"sedat silahtaroglu-turbosan"@kapur.svc.unicc.org<mailto:>> This CC has been added automatically during the ticket creation process. When agents want to do an empty answer there is a red error message that comes ... How can it happen that a message coming from outlook can be wrong in OTRS ??? Many thanks Philippe 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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OwnerUpdate fired by whom?
by Leonardo Certuche 01 Feb '10

01 Feb '10

Hi there, Here is an strange behavior that we don't understand, hopefully we will with your help: 1. An agent creates a ticket using the AgentTicketPhone interface and assigns it to a given queue (which he does not have in "my queues") at 15:34:35 2. Notifications are sent to the ones watching the given queue at 15:34:35 3. An OwnerUpdate event occurs at 15:34:35 and the new owner is the agent who created the ticket. No Agent fired this event o_0 Attached is a screenshot of the history of this ticket. We'd love to clarify who or what fired the OwnerUpdate event. Thanks, Leonardo Certuche

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Cannot set DefaultCharset in Config
by mailings＠atlantismedia.de 01 Feb '10

01 Feb '10

Hi, I want to change the default charset from iso-8859-1 to utf-8, but when I change and save it, the page reloads and it is set to the old value again. The system log shows no errors. OTRS is 2.4.6 on Debian 5.0.3 Do I need a charset package or something like that? Lars

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Answer top response
by Guillaume Rehm 01 Feb '10

01 Feb '10

Hi list, Is it possible (on OTRS 2.4.6) to post auto-response on top of mail ? Thanks in advance for your help. -- Guillaume REHM Centre de Ressources Informatiques Responsable Sécurité du Système d'Information (RSSI) Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 23 fax: 03 88 25 28 03 mail: guillaume.rehm(a)bnu.fr web: http://www.bnu.fr

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