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Locking tickets in Bulk Action
by Martignier, Philippe 23 Nov '09

23 Nov '09

Hi there, By default the system lock tickets when you choose bulk action. I want to remove that automatism. I have been able to remove that automatic locking for any other actions with a research of the parameter RequiredLock in the sysconfig panel. It works well, but in the Bulkview there is no such parameter ... Is there a way to disable automatic locking when choosing bulk action ? Many thanks in advance. Greetings, PS : I have the last version of OTRS 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 I Office : 2,4 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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How to change the automatic deleting of emails in
by Martignier, Philippe 23 Nov '09

23 Nov '09

Thanks Michiel That is exactly what I finally did ! In Outlook I did a "redirect" so that the sender is still the same. (= the message is being cloned !) Many thanks for your response Greeting, Philippe -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: vendredi, 20. novembre 2009 13:00 To: otrs(a)otrs.org Subject: otrs Digest, Vol 14, Issue 65 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Dead Icons in Navigation Bar (MMoj(a)timocom.com) 2. Re: Does OTRS support HTML within tickets? (Michiel Beijen) 3. Re: How to change the automatic deleting of emails in outlook when creating tickets automatically from emails (Michiel Beijen) ---------------------------------------------------------------------- Message: 1 Date: Fri, 20 Nov 2009 08:40:44 +0100 From: MMoj(a)timocom.com Subject: Re: [otrs] Dead Icons in Navigation Bar To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <OF755E5E8A.A5FA7334-ON00257674.0029E30F-C1257674.002A2F00(a)timocom.com> Content-Type: text/plain; charset="iso-8859-1" Well, that?s te problem. I can open OTRS form any PC in out company with my user account and I allways get to see the two broken images. Due to the fact that Internet Explorer is our standard browser for the Software we deploy every thing is tested on it. When I right click an see the "properties" the Images is Linked to "http://hostname/otrs-web/images/Standard/". I already deleted the cache several times, nothing happen to the broken images, still remain on the same spot. Mit freundlichen Gr??en / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 D?sseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: MMoj(a)TimoCom.com www.TimoCom.com Gesch?ftsf?hrer: Jens Thiermann, Gunther Matzaitis Amtsgericht D?sseldorf, HRB 34489 From: Michiel Beijen <mb(a)otrs.org> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Date: 20.11.2009 08:36 Subject: Re: [otrs] Dead Icons in Navigation Bar Sent by: otrs-bounces(a)otrs.org Hi Markus, Could it be as simple as a caching issue? If you'd open OTRS from another PC with IE8, but with the same OTRS user account, would you have the same broken images? If you'd right-click on the images, and then select 'properties', you can see the path to the images. What is it? ((enjoy)) - Michiel Beijen R&D OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Deutschland T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I:? http://www.otrs.com/ Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial register: 10751, Tax ID: 003 240 97505 Chairman of the Board: Burchard Steinbild, Managing Board: Andr? Mindermann (CEO), Martin Edenhofer CU@ IIR Service Desk Forum in Mainz (Germany) and get to know more about OTRS? at booth no. 12 from Nov 24-25, 2009! On Fri, Nov 20, 2009 at 7:35 AM, <MMoj(a)timocom.com> wrote: > Hello OTRS Friends, > > I?ve run on a problem where I don?t really know how to fix it. First off all > the system specs: > - XEN VM -> CentOS 5.4 Final > - OTRS 2.4.5 (with Bug fixes) > - Apache 2 > - Mod Perl > - IE 8 (showing the dead icons) > - FireFox & Opera & Safari (don?t show the dead icons) > > > (See attached file: NavBar.jpg) > > You can open the attached *.jpg and take a look and you?ll see that there > are two dead icons without any meaning. The link is set to be > http://hostmaster/index.pl and now pic is shown. Now I would like to get rid > of these Icons but I didn?t find any possibility to get rid of same. Has > anybody an idea how to get rid of these two icons? > I?ve already taken a look in SysConfig->Framework but I have to admit, I > didn?t find a single clue where these icons could be enabled. > > I appreciate every post to get rid of the icons. > > Mit freundlichen Gr??en / Kind regards > Markus Moj > IT Infrastructure & Services > > TimoCom Soft- und Hardware GmbH > In der Steele 2 > D-40599 D?sseldorf > Tel: +49 211 88 26 80 14 > Fax: +49 211 88 26 70 14 > eMail: MMoj(a)TimoCom.com > www.TimoCom.com > Gesch?ftsf?hrer: Jens Thiermann, Gunther Matzaitis > Amtsgericht D?sseldorf, HRB 34489 > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

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How to change the automatic deleting of emails in outlook when creating tickets automatically from emails
by Martignier, Philippe 22 Nov '09

22 Nov '09

Hello there, Maybe a dummy question, but here is the problem I have now: Lets say I have one email. Tickets are generated from that email. The problem is that once the ticket is created, the email (in outlook) is gone. Do you know if there is a parameter I can change to avoid that ? I tried to use Postmaster filters and to play with this and even if I set the X-OTRS-Ignore to "Yes" the email is still deleted (and the ticket is not created but that is normal :) Many thanks for any kind of response! Greetings Philippe PS : my goal is to do a filtering for internal messages only and to keep them. Internal messages should not be created as tickets but have to stay in Outlook. Messages that comes from customers (=external) should be created as tickets and deleted from Outlook. 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 I Office : 2,4 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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SOAP troubles
by arnold＠ligtvoet.org 22 Nov '09

22 Nov '09

Hi, I'm trying to use the SOAP interface of OTRS to generate new tickets. So far no luck. The error I get when I try to access soap via PHP is: "Fatal error: Uncaught SoapFault exception: [soap:Client] Application failed during request deserialization: no element found at line 1, column 0, byte -1 at /usr/lib/perl5/XML/Parser.pm line 187 in /var/www/espritxb/createTicket.php:18 Stack trace: #0 /var/www/espritxb/createTicket.php(18): SoapClient->__soapCall('Dispatch', Array) #1 {main} thrown in /var/www/espritxb/createTicket.php on line 18" The script I use comes from: http://www.iniy.org/?p=20 I've also tried the perl script, but also no luck. I've set the SOAP user and password via the admin interface. Should I set these directly in rpc.pl? Any help is much appriciated. Arnold.

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Customized background color gone after updated from 2.4.x to 2.4.5!
by Jie(Jack) Zhu 22 Nov '09

22 Nov '09

Hi, Does anyone know why? Were there some CSS files in the opt/otrs/kernel/output/html/standard/ folder ? How do I change the background color and other theme related stuffs? Thanks in advance! Jack

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CustomerUserID in Customerstatusview.dtl
by Sarper SARIDAL 22 Nov '09

22 Nov '09

Hi All, I need to find a way to show in customerstatusview.dtl the "customeruserid" field. The reason i want such a thing is when clicking company tickets i want to see which customer from that company opened the ticket in the status window without zooming into the ticket. I did the very same for the agent...dtl file it worked.. I guess i'm missing something else. Probably i'm working with the wrong qdata or i should call another qdata.. Does anyone have an idea. It is really important. Thanks & Regards, Sarper Saridal

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change management in OTRS ?
by Dejan Miklavcic 22 Nov '09

22 Nov '09

Can anyone tell me when is change management going to be part of OTRS::ITSM ? I read in OTRS::ITSM brochure that it should be implemented in Q4 2009 (http://www.otrs.com/fileadmin/mediafiles/Download/Praesentationen/Service_M…) Any news regarding this matter ? rgds, Dejan Miklavcic (Konzum BiH)

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Option REMOVED was removed the version 2.4.5 ?
by Rodrigo Correa 22 Nov '09

22 Nov '09

Hello, I upgraded my OTRS, the version 2.3.3 to 2.4.5, after the update I am finding it REMOVED the option when I perform an action on the tickets. This option was removed this version of OTRS? Tks, _________________________________________________________________ Converse e compartilhe fotos ao mesmo tempo. Saiba como no novo Site de Windows Live. http://www.windowslive.com.br/?ocid=WindowsLive09_MSN_Hotmail_Tagline_out09

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new installation besides old one
by Mercator GmbH 20 Nov '09

20 Nov '09

Hi, I have the following problem: I have a rather old version of OTRS (1.3.2) and I would like to use the new one. I had already asked a programmer to update, but he stopped working. It seems to difficult to move the old one to the new one. So, I am now thinking of installing the new version NEXT to the old one and then partially move some configurations to the new one. I don't need the whole database of the old one in the new version. Some config parts would be fine. Now my question: is it possible to have TWO OTRS versions on my server? Of course with 2 different database names. I want then use both versions for some weeks and if the new version works fine, stop working with the old version. Please tell me your experiences with this, if you have any. Or any tips you could give me. thanks, marc

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Always html on posts
by Tim Guy 20 Nov '09

20 Nov '09

Hi all Doing a google I appear to have the reverse of what everyone else has. I can send html, but cant get it to send plain, even if the original customer request is in plain. Anything that leaves otrs is leaving in html format which is proving tricky because client mails systems sometimes goto the top on a reply, sometimes to the bottom. I have set everything I can see to plain, the otrs system is going through an exchange server but I cant see there being an issue there. Im sending via pop3. I must be missing a setting somewhere. Tim

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