- otrs - OTRS mailing lists

Status de tickets and text ticket
by Rodrigo Correa 02 Nov '09

02 Nov '09

Hello, I have updated my version of OTRS 2.3.3 to 2.4.5, everything is apparently OK. I'm having some doubts: When I answer a ticket, he automatically come with this status of "closed successful", and in fact it should be as "OPEN". How do I change it? And also when I answer a ticket, a text is added to the message "SCALAR (0x82d7f6e4)", what is it? TKS, Rodrigo Corrêa _________________________________________________________________ Você sabia que com o Hotmail você tem espaço ilimitado para guardar seus e-mails? Começe a usar já! http://www.microsoft.com/brasil/windows/windowslive/products/hotmail.aspx

2 1

Customize "Compose email" form [Urgent]
by Altangerel 02 Nov '09

02 Nov '09

Dears, I'm asking again that how can I fill compose email form with customer email. When agents compose email for customer ticket "compose" form is loaded. Email body filled by salutation, signature and response that I wrote before. I want to put customer email address automatically in "To" field. I've checked the source code "AgentTicketCompose.dtl" out. There is a input field "To" and it is filled by value of $QData{"To"}. Unfortunately, in browser I don't see customer email address. Is it possible to edit values of QData matrix? Also where is the declaration of that matrix? Please help me guys, thank you. -- Altangerel Ganbold Plan for the future, because that is where you are going to spend the rest of your life. Mark Twain

1 0

freebsd, otrs and jails annoyance
by Robert Joosten 31 Oct '09

31 Oct '09

Hi, Because of a clean household I just added a first jail on a freebsd box. Great, but OTRS now uses the highest ip address alias on that specifix box, but that's not configured at the database server to expect otrs queries. or even configured to have access to. Or said in another way: on a multi-IP box I cannot hardwire the src-address otrs uses for connecting with the db server. Or at least I dunno where to look. Apache uses the correct LISTEN. Maybe this issue is solved since < v2.3.4 I still use ;-) A mailinglist search did not reveal any usefull info, as of yet. Hthear from you. Cheers, Robert

1 0

Unregistered customers
by Guillaume Rehm 31 Oct '09

31 Oct '09

Hi list, Is it possible that customers use customer portal to create ticket by just filling email address (auto create account) ? Moreover, any kind of internet user can create ticket. _We can't create customer before !!_ We wants to use OTRS to manage customer contacts. I'm using OTRS for my IT crowd ;-) and for technical assistance. It's works perfect. But I to try using OTRS to manage web contacts. Thanks in advance for your answers. Best Regards, -- 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

3 3

email to incident ?
by Dejan Miklavcic 31 Oct '09

31 Oct '09

Whenever I receive email from a customer (set up in PostMaster Mail Account), my ticket is of type "default". How can I set it up, so that my email tickets become type "Incident" ? I disabled "default" type in Admin->Type by setting default to "invalid", but still all my email incoming tickets get type "default". rgds, Dejan

2 2

How do I create Reports in OTRS
by Marretta, Rosanna 30 Oct '09

30 Oct '09

Hi Can somebody please tell me how to create reports in OTRS? I need to produce reports on what calls have been closed that day and have them emailed. Thank you in advance. Rosanna

4 4

Looking for OTRS features "on-call service" and "shitfworking hours" in Dashboard box
by MMoj＠timocom.com 30 Oct '09

30 Oct '09

Hello OTRS Mailing-List, I´m looking for some feature in OTRS and if it is possible to enable something like that. 1.) I need a way to enable something like a calendar/box for upcoming server maintenance just like in the Dashboard the upcoming event box for tickets (See attached file: otrs_feature.jpg) 2.) The second thing I´m looking for is another Filed in OTRS (like the upcoming event box) where the Agents are listed that have "on-call service" and who has which shift. Is there a way, or has somebody already enabled features like that to maintain the overview about "working hours" and "on-call service" in the Dashboard?! 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 www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489

2 2

Link configuration item to Ticket
by Manikandan Kandasamy 30 Oct '09

30 Oct '09

Hi, Before closing Ticket, Agent must link at least one configuration Item * compulsorily.* Could you help me where to do the changes? Regards, Mani

1 0

Customize "Compose answer (email)" form
by Altangerel 30 Oct '09

30 Oct '09

Dears, I want to customize the form "Compose answer (email)". Even though I've just created the response for certain queue, when agents compose answer to customers the text fox is filled by default texts besides the texts that are written by me. So I want to delete these default texts. Also I want to insert customers email address into "To" field automatically. How can I do these? I did not find source code of that form. -- Altangerel Ganbold

1 0

otrs on linux + MSSQL, which linux distro?
by Leonardo Certuche 30 Oct '09

30 Oct '09

Hello there, I've been trying to connect my OTRS on linux to a MSSQL database without success. After reading http://www.savelono.com/linux/how-to-configure-linux-odbc-connections-for-m… http://www.linuxjournal.com/article/6636, it's clear that I need freetds and unixodbc in order to configure the ODBC but I also need perl-DBI and perl-DBD-ODBC in order to allow OTRS to actually use the mentioned ODBC. I've tried with fedora 11 in which the freeTDS part works great but the perl-DBD-ODBC does not. On the other hand I tried with opensuse 10.3 in which the per-DBD part is working but the freetds is not. I just want advice on which linux distro use in order to easily accomplish this setup. I'm willing to compile from source anything, I just want some directions from people who have successfully accomplished this kind of connection. Thanks in advance for your help, Leonardo Certuche 301 284 6250 460 0727 ext 5559 leonardo.certuche(a)itcon-ltda.com www.itcon-ltda.com Cra 31 # 54-10 TECNOSOFT Medellín, Colombia

4 3