- otrs - OTRS mailing lists

Closing calls after inactivity
by Marretta, Rosanna 15 Oct '09

15 Oct '09

Hi, Is there anyway to close a call automatically after inactivity after a certain period? Thanks, Rosanna

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Number of duplicate tickets per customer
by Hiren Joshi 15 Oct '09

15 Oct '09

Hello all, I'm using 2.4.4, is there a way to see how many open tickets there are for any given customer? In our case a customer is just an email address nothing more. Thanks, Josh.

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Editing interface themes
by JB 14 Oct '09

14 Oct '09

I have edited the ticket entry form for customer to force them to put in an asset tag, much like the subject. The problem I am running into is even though I can force the customer to put something into the field. i cannot make the ''agent ticket zoom" form to show the data. Has anyone else editing their forms this was so a customer is forced to enter data, like the ticket form forces you to put in a subject, and then had that data transfer into the ticket the agents see. Thank you for your help I am pulling my hair out.

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Question of ticket management
by Sarah Baker 14 Oct '09

14 Oct '09

As an manager of a queue for which quite a few other people are responding for, how do I change the priority on a ticket I don't own? it seems that thusfar in order to change priority on a ticket I need to become owner, change it, and reassign back to the person working on it. Is there another way? - Sarah Baker Dir of Ops, mSpot Inc. 650-321-7000

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Ldap integration
by Paolo Esposito 14 Oct '09

14 Oct '09

Hi all, my name's Paolo and i work for a company where i try to configure ldap-authentication for windows server 2003. I installed on a linux debian OTRS, i followed indication on a OTRS site but, when i change the Config.pm file, i try to restart apache service I received this error message: [error] Global symbol "$Self" requires explicit package name at /opt/otrs//Kernel/Config.pm line 121. the 121 line is the following: $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; Error is the same for all lines into the Config.pm file. Can you help me about a solution of this error, for me is very important because for this error i can't use OTRS. Thank you in advanced. Best regards Paolo

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new users missing from "customer-user<->groups" list
by Brian Klapchar 14 Oct '09

14 Oct '09

Hello, Sorry to post this again, but there have been no reposnses. Please let me know if you need additional info. Internet searches have not been able to find any relevant helpful advice. We are using OTRS version 2.3.4 Our (internal) users login at customer.pl and are able to authenicate against Active Directory. The problem is that there are several new users that were added to the Active Directory after the initial sync to OTRS. These users can login successfully and I can find them if I search in Customer Users. But for some reason, I don't see the newly added users in the customer-user list when I click "Customer User <-> Groups" so that I can add them to a group. How can I get these people to appear on the list? I've tried running the sync-ldap2db.pl script, but that did not fix it. Does anybody know why these users are missing and how to correct it? Thanks in advance. -Brian Klapchar

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Upgrade OTRS on Linux from 2.3.3 to 2.4.4
by srivathsa visweswaraiah 14 Oct '09

14 Oct '09

Follow the steps mentioned in the below link to Upgrade OTRS 2.3.3 to OTRS 2.4.4. http://sapeoss.wordpress.com/2009/10/11/upgrade-otrs-on-linux-from-2-3-3-to… Thanks, Vathsa

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Turning on auto-notify for customers
by Gator SLP 14 Oct '09

14 Oct '09

Hello friends, Fairly inexperienced with OTRS. I'm trying to automatically have a mail sent out to the customer when an email is received(ticket created event) so that their informed we received it and so forth. I only want to do this for one particular customer who has their own email address they send to us and their own queue assigned to them, for all other customers coming to a different queue i dont want this feature turned on. Is it possible to have it for one and not all? if so, please let me know how. Many thanks in advance. Neil

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Notification(event)
by Adrián Fernández Leiro 14 Oct '09

14 Oct '09

Hi! Ive been setting up OTRS on a Windows XP machine, and now Im with it on a Debian for real use. I cant find the menu Notification(event) when Im root. Im having issues too because I didnt used installer.pl and now I cant modify SecureMode, although I do it on Config.pm What went wrong? Should I clean everything and start from the beginning using installer.pl? Thanks

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Customized login screens
by Sarper SARIDAL 14 Oct '09

14 Oct '09

Hi , For customer view only i want to customize the login page : ( http://hostname/otrs/customer.pl) I would like to put our company logo (jpg gif format) and remove the standart footer header.. I did manually by editing the text : COMPANY NAME to our company name. But i need more than that. Is there a good editor where i can customize and create a good looking login screen. Our do you have any other suggestions. Regards, Sarper

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