- otrs - OTRS mailing lists

Custom FrontEnd Webpages
by Jason Dupuy 04 Nov '09

04 Nov '09

Can someone forward to me examples of their customized front ends? (*.dtl) I'm trying to customize my customer and agent login webpages and am having difficulties. Thanks! Jason Dupuy IT Manager Global Products Inc. Earth City, MO 63045 636-939-1622 Phone 636-939-1623 Fax Mission: To increase the store traffic, identity and corporate brand loyalty for our customers through our design, manufacture and distribution of custom and licensed products. Vision: To be the leading procurement organization in promotional products and gift novelties worldwide. Confidentiality note: This document and any attachments are confidential and may be protected by legal privilege. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of this document or any attachment is prohibited. If you have received this document in error, please notify us immediately by returning it to the sender and destroying any copy.

2 1

Question regarding Auto Response Management/multiple choice "auto reply" options?
by Todd Backman 03 Nov '09

03 Nov '09

Greetings! Is it possible to have a default reply for each queue set up in OTRS? If so, how would I set it up? I have copied the default reply (after new ticket has been created) and modified the body of the response that is customized for the queue which it will be delivered to but in the Change "auto reply" settings in "Queue <-> Auto Response Management" section there are only (2) options: none or default reply. How do I populate the "Change "auto reply" settings" auto response with additional choices? (or am I steering in the wrong direction?) Let me know if this question makes sense... Thanks for your help! - Todd

2 2

Re: [otrs] FQDN - set in SysConfig, but showing in answer message as localhost
by Dan Kortschak 03 Nov '09

03 Nov '09

Hi Michiel, Thank you for your very clear explanation. That fixed it. On the point of upgrading, it was not so much for this problem (if it had not been fixed easily here I probably would have trawled through the perl to sort it out myself), but rather for the additional new features alluded to in the first reply. regards Dan On Tue, 2009-11-03 at 14:59 +0000, otrs-request(a)otrs.org wrote: > Hi Dan, > > The NotificationSenderEmail in the SysConfig is used for *notifications *that > are sent out of OTRS, which is something different than regular answers to > tickets. > > For that, the email address associated with the *queue* the ticket is in is > used. otrs@localhost is the default email address on a vanilla installation, > I'd recommend you to change it to the address you'd like to use, under Admin > > Email Addresses. > If you'd need more addresses, add them there, and associate them with the > corresponding queues under Admin > Queues. > > Also, while we do release minor updates often, before using updating as a > cure for all it might be wise to check if your issue has been mentioned in > your release notes. For instance, for the latest release notes, see here: > http://otrs.org/releases/2.4.5/

1 0

Bulk Action Subject Field?
by Ron Nickell 03 Nov '09

03 Nov '09

Hello. Where in OTRS 2.4.5's SysConfig can I find the Subject field for the bulk action replies? I would like to populate it so I don't have to type in something each time I make a bulk ticket action. I've gone through everything I can think of with no success. Thanks, Ron

1 0

Time Closed Ticket
by Thiago Barroncas 03 Nov '09

03 Nov '09

how do I get the weather report that called the lead to be closed? -- ___________________________________ Thiago Barroncas email: thiago(a)barroncas.com cel: + 55 (21) 9658-2140 www.barroncas.com ___________________________________

1 0

Can't connect to smtp.gmail.com using OTRS 2.4.5 on Centos
by Gustavo Carbonaro 03 Nov '09

03 Nov '09

Hi everyone. Can anyone give me some advice? I have a OTRS 2.4.3 instalation running in Open SUSE and is working ok. But in a new instalation using Centos, I have the following error: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Tue Nov 3 11:23:57 2009 Message: Can't connect to smtp.gmail.com: ! Traceback (4398): Module: Kernel::System::Email::SMTPS::Send (v1.2) Line: 92 Module: Kernel::System::Email::Send (v1.64) Line: 683 Module: Kernel::System::Ticket::Article::ArticleSend (v1.232) Line: 2024 Module: Kernel::Modules::AgentTicketCompose::Run (v1.81.2.1) Line: 416 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.88) Line: 48 I tested the connection using telnet smtp.gmail.com 465 and worked ok, I can connect. I really dont know´what is the problem. Help is welcome? Gustavo.

2 1

Add Spam link to every ticket
by Danie Theron 03 Nov '09

03 Nov '09

Hi , tried to search list , google etc but could not find a suitable answer. Is there a way to add the Spam link you normally get when you zoom into a ticket to appear on the preview list of all the tickets? I have tried to look at the templates but could not really make out where and what to look for , so any help would be appreciated. Daniël

1 0

Stop Timer after Close
by Thiago Barroncas 03 Nov '09

03 Nov '09

Is there any way to change configuration so the timer stops after the ticket is closed so I can keep track of how long on average it took for a ticket to be addressed? Att, -- ___________________________________ Thiago Barroncas email: thiago(a)barroncas.com cel: + 55 (21) 9658-2140 www.barroncas.com ___________________________________

2 1

set-up function
by Gergely Madarasz 03 Nov '09

03 Nov '09

Hello, I'm having trouble setting up some simple tasks. I have a fresh and clean install of OTRS 2.4.5. I have configured - 1 customer - 1 queue - 1 user My postmaster filter delivers the email into the created queue. A default queue notification is generated for the new ticket and is getting forwarded to user. The problem starts from here. I cannot create such a geenricagent (or few of them) that actually a, notifies customer (via email) about every follow-ups/updates (not the user, which can be set in queue config) b, sends out notification reminders to user when escalation update expires (or regular intervalls until follow-up received) I see no errors reported in system log. Up until now, I only tried reading admin guide and figuring out GUI possibilities. If I need to develop module or plugin, please direct me to the right direction. Thanks, madi PS: I'm happy to provide more info on my setup, just tell me what's more needed.

1 0

Re: [otrs] FQDN - set in SysConfig, but showing in answer message as localhost
by Dan Kortschak 03 Nov '09

03 Nov '09

Hi Michael, Upgrading might be a worthwhile option. The problem occurs when attempting to respond to a ticket e.g.: http://some.host.name.com/otrs/index.pl?Action=AgentTicketCompose&ResponseI… I can't get it to work by changing NotificationSenderEmail from ...@<OTRS_CONFIG_FQDN> to the appropriate otrs(a)FQ.DN. I had assumed that <OTRS_CONFIG_FQDN> would be replaced by the server's FQDN as it is elsewhere, but neither of these approaches work. The page show up as the following in both cases: Options From: OTRS System <otrs@localhost> * invalid otrs@localhost (Invalid syntax)! To:..... The setting is obviously saved as the field is subbed into the signature and is appropriate in the SysConfig backup when that is downloaded. cheers Dan On Tue, 2009-11-03 at 09:56 +0000, otrs-request(a)otrs.org wrote: > Hi Dan, > I don't clearly understand your question..does the error appear when > you are composing a new phone ticket or when you're closing a ticket? > Try put a full valid e-mail address under > "Sysconfig->Framework->Core->NotificationSenderEmail" > PS: Try upgrading to otrs 2.4.5; has a whole load of new features that > will make life easier! > > Michael -- _____________________________________________________________ .`.`o o| ,\__ `./`r Dr. Dan Kortschak dan.kortschak at adelaide.edu.au <\/ \_O> O "|`...'.\ The trouble with the world is that the stupid are ` :\ cocksure and the intelligent are full of doubt. : \ -- Bertrand Russell By replying to this email you implicitly accept that your response may be forwarded to other recipients, unless otherwise specified.

2 1