for 2) next state is not a dynamic field. If you choose close ticket, the next state is going to be closed, so it defaults to closed successfully. If you don't want that, don't allow the close option, and force your users to close tickets using a note (with state enabled) or reply. Both of those will have (-) for next state, which means it keeps the state as it is. On Wed, Apr 17, 2013 at 10:25 AM, Yousef Hamad wrote:

Hi, 1. Can you tell me how can make a report for survey using MS-Office excel Print - Graphic? 2. how can make the Dynamic Filed is active an instead of an original on for example:

When agent want to close a ticket how can force him to choose the next state, i want the default next state is blank or "-".

Thanks, Yousef Hamad Technical Support Mob +962 799372852

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alex Sinotov Sent: Wednesday, April 17, 2013 5:13 PM To: otrs@otrs.org Subject: Re: [otrs] wrong link in email notification

Hello! If you use https, try change parameter OTRS_CONFIG_HttpType to https.

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It's a solution all the same, it might not work exactly how you want it to work but it is a solution. OTRS is open source, if you want to change the way something works then learn how to program and modify the code directly (or pay OTRS/someone to do it for you). You have to remember this is a self help list, it is not "official" OTRS support, we tinker and play with OTRS to find out how things work and how to fix them, and then share knowledge where we can. On 17 April 2013 16:09, Yousef Hamad wrote:

Hi, ****

But this is not a suitable answer, because in the note filed the next state also is not mandatory and blank.****

** **

*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Gerald Young *Sent:* Wednesday, April 17, 2013 5:31 PM *To:* User questions and discussions about OTRS.

*Subject:* Re: [otrs] wrong link in email notification****

** **

for 2) next state is not a dynamic field.****

If you choose close ticket, the next state is going to be closed, so it defaults to closed successfully. If you don't want that, don't allow the close option, and force your users to close tickets using a note (with state enabled) or reply. Both of those will have (-) for next state, which means it keeps the state as it is.****

** **

On Wed, Apr 17, 2013 at 10:25 AM, Yousef Hamad wrote:****

Hi, 1. Can you tell me how can make a report for survey using MS-Office excel Print - Graphic? 2. how can make the Dynamic Filed is active an instead of an original on for example:

When agent want to close a ticket how can force him to choose the next state, i want the default next state is blank or "-".

Thanks, Yousef Hamad Technical Support Mob +962 799372852****

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alex Sinotov Sent: Wednesday, April 17, 2013 5:13 PM To: otrs@otrs.org Subject: Re: [otrs] wrong link in email notification

Hello! If you use https, try change parameter OTRS_CONFIG_HttpType to https.

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** **

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Ok, Susan can you tell me how can to make a report for survey using MS-Office Excel or Printing any where. Thanks, Yousef Hamad Technical Support Mob +962 799372852 -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Susan Dittmar Sent: Wednesday, April 17, 2013 6:24 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] wrong link in email notification Yousef Hamad schrieb:

But this is not a suitable answer, because in the note filed the next state also is not mandatory and blank.

I'm surprised, though as I use an older OTRS I cannot check whether this has been changed. In my version of OTRS the next state is part of the note form, and the default is not blank but -, which means same state as before. But if I remember correctly you can configure which states are acceptable there. In my version of OTRS, if I remember correctly, that's done with the fields # allow to set state in notes: $Self->{NoteSetState}=1; # which state types: $Self->{DefaultNextNoteStateType} = ['new', 'open', 'closed']; Perhaps that helps you find the corresponding settings for your version of OTRS. Susan --------------------------------------------------------------------- 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

click closed, but next state is one of the two: successful/not, but defaults to successful. Not good enough Offered item: remove closed entry. click note. next state is (-) as requested, (-) means previous state, and for all intents and purposes it is mandatory to use this method to close ticket, therefore the ticket state must be changed to closed in order to close the ticket. This is not acceptable because next state is not mandatory. Yes, it's good enough, because in order to close the ticket, you must choose close ticket. On Wed, Apr 17, 2013 at 11:40 AM, Steven Carr wrote:

What have you tried already?

On 17 April 2013 16:29, Yousef Hamad wrote:

...

Ok, Susan can you tell me how can to make a report for survey using MS-Office Excel or Printing any where.

Thanks, Yousef Hamad Technical Support Mob +962 799372852

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Susan Dittmar Sent: Wednesday, April 17, 2013 6:24 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] wrong link in email notification

Yousef Hamad schrieb:

...

But this is not a suitable answer, because in the note filed the next state also is not mandatory and blank.

I'm surprised, though as I use an older OTRS I cannot check whether this has been changed. In my version of OTRS the next state is part of the note form, and the default is not blank but -, which means same state as before. But if I remember correctly you can configure which states are acceptable there. In my version of OTRS, if I remember correctly, that's done with the fields

# allow to set state in notes: $Self->{NoteSetState}=1; # which state types: $Self->{DefaultNextNoteStateType} = ['new', 'open', 'closed'];

Perhaps that helps you find the corresponding settings for your version of OTRS.

Susan --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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

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If the default option(-) still without changing the next state will take this option on the ticket information , because is not mandatory. The same thing. Ok, can I make a report for survey using MS-Office excel or anything already exist . Thanks, Yousef Hamad Technical Support Mob +962 799372852 -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Susan Dittmar Sent: Wednesday, April 17, 2013 6:51 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] wrong link in email notification Steven Carr schrieb:

On 17 April 2013 16:29, Yousef Hamad mailto:YHamad@aspire-infotech.net> wrote:

Ok, Susan can you tell me how can to make a report for survey using MS-Office Excel or Printing any where.

Yousef Hamad, I have no idea how come you address this question to me. I do not use any Microsoft products, so I cannot help you with this. What format do those reports have now? Maybe one of the openoffice/libreoffice writers can help you to convert to a MS format? Susan --------------------------------------------------------------------- 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

"report for survey" I use limesurvey and don't use OTRS's survey module. It handles nearly every request you ask about OTRS survey module On Wed, Apr 17, 2013 at 12:10 PM, Steven Carr wrote:

On 17 April 2013 16:57, Yousef Hamad wrote:

...

If the default option(-) still without changing the next state will take this option on the ticket information , because is not mandatory.

But they can't mark the ticket as closed without setting the next state value to either closed successful or closed unsuccessful. So the ticket will remain open until this is set.

Ok, can I make a report for survey using MS-Office excel or anything

...

already exist.

I don't think there is a way to export the data out of OTRS directly, so you will need to query the database to get this information. You will have to look at the survey tables and work out the correct query to get the data you need and then you will be able to use Excel to query that data and convert it to charts etc. Someone on the list might have already done this but I would doubt it, so you are on your own to figure it out for yourself.

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