How to change text in customer ticket update notification?

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paul gore

20 Jul 2010 20 Jul '10

5:51 p.m.

Hello, I run otrs 2.4.7 under centos and I use external mysql backend for customers. I am wondering how do I change notification which a customer gets via e-mail when an agent updates his ticket? Currently full text of update gets sent to a customer and I want to limit that to may be 50 characters.

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paul gore

23 Jul 23 Jul

9:52 p.m.

New subject: How to change text in customer ticket update notification?

I did try to look at notification events, but I do not see any related to a customer, only agents. Is it a bug? Anybody? On Tue, Jul 20, 2010 at 1:51 PM, paul gore wrote:

...

Hello, I run otrs 2.4.7 under centos and I use external mysql backend for customers. I am wondering how do I change notification which a customer gets via e-mail when an agent updates his ticket? Currently full text of update gets sent to a customer and I want to limit that to may be 50 characters.

Bryan Baldwin

11:51 p.m.

New subject: How to change text in customer ticket update notification?

On 07/24/2010 09:52 AM, paul gore wrote:

...

I did try to look at notification events, but I do not see any related to a customer, only agents. Is it a bug?

Notification Events is not the correct place. Look for the notification text in the Notifications section of the Admin control panel. Scroll through the items listed under "Change". Notification text has one entry for each language, so ensure you edit the text for every language you've assigned to your customers. Bryan

Isaac Gonzalez

24 Jul 24 Jul

2:10 a.m.

New subject: problem with faq upgrade to faq 1.6.x after otrs 2.4.7 upgrade....affects css big time

Hello my upgrade from otrs 2.3.5 to 2.4.7 went super smooth and am quite pleased with new features. I was running faq 1.4.96 with 2.3.5 and it was working. Obviously 2.4.7 requires faq 1.6.x as stated here http://ftp.otrs.org/pub/otrs/packages/otrs.xml However, when I go to upgrade the faq , it blows away the css and the system log is looking for a css.dtl file that the 2.4.7 did not create...everything looks not too attractive on the admin side of things(not just faq....all admin screens!) Here is an system log when I try to upgrade faq:(the db errors I can probably just ignore since it cannot create duplicate items that exist, but the read /opt/otrs/Kernel/Output/HTML/Standard/../Standard/css.dtl: No such file or directory errors are the ones I need to fix). Time Priority Facility Message Fri Jul 23 19:02:13 2010 error OTRS-CGI-10 Can't read /opt/otrs/Kernel/Output/HTML/Standard/../Standard/css.dtl: No such file or directory Fri Jul 23 19:02:08 2010 error OTRS-CGI-10 Can't read /opt/otrs/Kernel/Output/HTML/Standard/../Standard/css.dtl: No such file or directory Fri Jul 23 19:00:44 2010 error OTRS-CGI-10 Can't read /opt/otrs/Kernel/Output/HTML/Standard/../Standard/css.dtl: No such file or directory Fri Jul 23 19:00:37 2010 error OTRS-CGI-10 Can't read /opt/otrs/Kernel/Output/HTML/Standard/../Standard/css.dtl: No such file or directory Fri Jul 23 19:00:33 2010 error OTRS-CGI-10 Can't read /opt/otrs/Kernel/Output/HTML/Standard/../Standard/css.dtl: No such file or directory Fri Jul 23 18:53:48 2010 error OTRS-CGI-10 Can't read /opt/otrs/Kernel/Output/HTML/Standard/../Standard/css.dtl: No such file or directory Fri Jul 23 18:53:45 2010 error OTRS-CGI-10 Can't read /opt/otrs/Kernel/Output/HTML/Standard/../Standard/css.dtl: No such file or directory Fri Jul 23 18:53:40 2010 error OTRS-CGI-10 Can't read /opt/otrs/Kernel/Output/HTML/Standard/../Standard/css.dtl: No such file or directory Fri Jul 23 18:52:13 2010 error OTRS-CGI-10 Can't read /opt/otrs/Kernel/Output/HTML/Standard/../Standard/css.dtl: No such file or directory Fri Jul 23 18:52:05 2010 error OTRS-CGI-10 Duplicate column name 'inlineattachment', SQL: 'ALTER TABLE faq_attachment ADD inlineattachment SMALLINT NULL' Fri Jul 23 18:52:05 2010 error OTRS-CGI-10 Duplicate column name 'approved', SQL: 'ALTER TABLE faq_item ADD approved SMALLINT NULL' Fri Jul 23 18:52:05 2010 error OTRS-CGI-10 Table 'faq_log' already exists, SQL: 'CREATE TABLE faq_log ( Fri Jul 23 18:51:59 2010 error OTRS-CGI-10 Can't remove file /opt/otrs/Kernel/Modules/PictureUpload.pm, because it a framework file and no other one exists! Fri Jul 23 18:51:58 2010 notice OTRS-CGI-10 No such package FAQ-1.6.1! Fri Jul 23 18:51:33 2010 error OTRS-CGI-10 FAQ-1.4.96: /opt/otrs/Kernel/Output/HTML/Standard/Header.dtl is different! Fri Jul 23 18:51:33 2010 error OTRS-CGI-10 FAQ-1.4.96: /opt/otrs/Kernel/Modules/PictureUpload.pm is different! Fri Jul 23 17:59:18 2010 error OTRS-CGI-10 FAQ-1.4.96: /opt/otrs/Kernel/Output/HTML/Standard/Header.dtl is different! Fri Jul 23 17:59:18 2010 error OTRS-CGI-10 FAQ-1.4.96: /opt/otrs/Kernel/Modules/PictureUpload.pm is different! Fri Jul 23 17:58:52 2010 error OTRS-CGI-10 FAQ-1.4.96: /opt/otrs/Kernel/Output/HTML/Standard/Header.dtl is different! Fri Jul 23 17:58:52 2010 error OTRS-CGI-10 FAQ-1.4.96: /opt/otrs/Kernel/Modules/PictureUpload.pm is different! Any one care to shed some light on this...and assist? Thanks much, Isaac

Isaac Gonzalez

7:39 a.m.

New subject: problem with faq upgrade to faq 1.6.x after otrs 2.4.7upgrade....affects css big time

Holy crap, once again, I solved my own problem. For some reason all the faq installers from 1.6.x overwrote an older version of /Kernel/Output/Standard/Header.dtl Restoring from the custombackup it created fixed it(could have also copied from source)....it also overwrote /Kernel/Modules/PictureUpload.pm but I believe it's a newer version needed. Not sure why it did that but I think I'm all good now. -Isaac -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Isaac Gonzalez Sent: Friday, July 23, 2010 7:11 PM To: User questions and discussions about OTRS. Subject: [otrs] problem with faq upgrade to faq 1.6.x after otrs 2.4.7upgrade....affects css big time Hello my upgrade from otrs 2.3.5 to 2.4.7 went super smooth and am quite pleased with new features. I was running faq 1.4.96 with 2.3.5 and it was working. Obviously 2.4.7 requires faq 1.6.x as stated here http://ftp.otrs.org/pub/otrs/packages/otrs.xml However, when I go to upgrade the faq , it blows away the css and the system log is looking for a css.dtl file that the 2.4.7 did not create...everything looks not too attractive on the admin side of things(not just faq....all admin screens!) Here is an system log when I try to upgrade faq:(the db errors I can probably just ignore since it cannot create duplicate items that exist, but the read /opt/otrs/Kernel/Output/HTML/Standard/../Standard/css.dtl: No such file or directory errors are the ones I need to fix). Time Priority Facility Message Fri Jul 23 19:02:13 2010 error OTRS-CGI-10 Can't read /opt/otrs/Kernel/Output/HTML/Standard/../Standard/css.dtl: No such file or directory Fri Jul 23 19:02:08 2010 error OTRS-CGI-10 Can't read /opt/otrs/Kernel/Output/HTML/Standard/../Standard/css.dtl: No such file or directory Fri Jul 23 19:00:44 2010 error OTRS-CGI-10 Can't read /opt/otrs/Kernel/Output/HTML/Standard/../Standard/css.dtl: No such file or directory Fri Jul 23 19:00:37 2010 error OTRS-CGI-10 Can't read /opt/otrs/Kernel/Output/HTML/Standard/../Standard/css.dtl: No such file or directory Fri Jul 23 19:00:33 2010 error OTRS-CGI-10 Can't read /opt/otrs/Kernel/Output/HTML/Standard/../Standard/css.dtl: No such file or directory Fri Jul 23 18:53:48 2010 error OTRS-CGI-10 Can't read /opt/otrs/Kernel/Output/HTML/Standard/../Standard/css.dtl: No such file or directory Fri Jul 23 18:53:45 2010 error OTRS-CGI-10 Can't read /opt/otrs/Kernel/Output/HTML/Standard/../Standard/css.dtl: No such file or directory Fri Jul 23 18:53:40 2010 error OTRS-CGI-10 Can't read /opt/otrs/Kernel/Output/HTML/Standard/../Standard/css.dtl: No such file or directory Fri Jul 23 18:52:13 2010 error OTRS-CGI-10 Can't read /opt/otrs/Kernel/Output/HTML/Standard/../Standard/css.dtl: No such file or directory Fri Jul 23 18:52:05 2010 error OTRS-CGI-10 Duplicate column name 'inlineattachment', SQL: 'ALTER TABLE faq_attachment ADD inlineattachment SMALLINT NULL' Fri Jul 23 18:52:05 2010 error OTRS-CGI-10 Duplicate column name 'approved', SQL: 'ALTER TABLE faq_item ADD approved SMALLINT NULL' Fri Jul 23 18:52:05 2010 error OTRS-CGI-10 Table 'faq_log' already exists, SQL: 'CREATE TABLE faq_log ( Fri Jul 23 18:51:59 2010 error OTRS-CGI-10 Can't remove file /opt/otrs/Kernel/Modules/PictureUpload.pm, because it a framework file and no other one exists! Fri Jul 23 18:51:58 2010 notice OTRS-CGI-10 No such package FAQ-1.6.1! Fri Jul 23 18:51:33 2010 error OTRS-CGI-10 FAQ-1.4.96: /opt/otrs/Kernel/Output/HTML/Standard/Header.dtl is different! Fri Jul 23 18:51:33 2010 error OTRS-CGI-10 FAQ-1.4.96: /opt/otrs/Kernel/Modules/PictureUpload.pm is different! Fri Jul 23 17:59:18 2010 error OTRS-CGI-10 FAQ-1.4.96: /opt/otrs/Kernel/Output/HTML/Standard/Header.dtl is different! Fri Jul 23 17:59:18 2010 error OTRS-CGI-10 FAQ-1.4.96: /opt/otrs/Kernel/Modules/PictureUpload.pm is different! Fri Jul 23 17:58:52 2010 error OTRS-CGI-10 FAQ-1.4.96: /opt/otrs/Kernel/Output/HTML/Standard/Header.dtl is different! Fri Jul 23 17:58:52 2010 error OTRS-CGI-10 FAQ-1.4.96: /opt/otrs/Kernel/Modules/PictureUpload.pm is different! Any one care to shed some light on this...and assist? Thanks much, Isaac --------------------------------------------------------------------- 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/

paul gore

11:07 a.m.

New subject: How to change text in customer ticket update notification?

Yes, I meant notifications section. My problem is I do not see any customer related notifications available there, only agents. I have seen similar problem reported here with no reply. So is it a bug? Can it be fixed? On 7/23/10, Bryan Baldwin wrote:

...

On 07/24/2010 09:52 AM, paul gore wrote:

...
I did try to look at notification events, but I do not see any related to a customer, only agents. Is it a bug?

Notification Events is not the correct place. Look for the notification text in the Notifications section of the Admin control panel. Scroll through the items listed under "Change". Notification text has one entry for each language, so ensure you edit the text for every language you've assigned to your customers.

Bryan --------------------------------------------------------------------- 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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Bryan Baldwin

27 Jul 27 Jul

3:39 a.m.

New subject: How to change text in customer ticket update notification?

On 07/24/2010 11:07 PM, paul gore wrote:

...

Yes, I meant notifications section. My problem is I do not see any customer related notifications available there, only agents. I have seen similar problem reported here with no reply. So is it a bug? Can it be fixed?

Its not a bug of which I am aware. The notifications are store in your database backend under the table "notifications". If you specified an OTRS specific table name prefix, it will be "${prefix}notifications". For example: If you made "otrs_" your prefix, the notifications table will be called "otrs_notifications". Make an SQL query to ensure the notifications are in that table. The field "notification_type" will show you the name of each notification. For example: The record with notification_type "Agent::NewTicket" will contain all the data for notifying Agents about new tickets. When you first installed OTRS, if you used the web installer, it will have run several sql statements stored as files to set up the database. If you installed manually, you would have run the sql statements yourself. The statement files should be in your otrs directory in scripts/database. The statement file that inserts the notifications data (and possibly lots of other stuff, too) should be called otrs_initial-insert.sql. Don't just blindly re-insert all that data, either. Don't assume I know what I'm talking about. Have a good look into the contents of the file. You may only need to pick out a couple sql inserts to put back the default notification in the language(s) you want. Good luck! (-:

Louis Becker

12:26 p.m.

New subject: How to change text in customer ticket updatenotification?

Hi Paul Can you be a bit more specific about which "update" you are talking. When is this message sent to the customer? I have been able to generate customer notification using the "Notification (Event)" event module. I am currently sending the customer an e-mail when his ticket get moved into another queue, and external note is added or his ticket is closed. I would be able to help you with those. Louis

...

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of paul gore Sent: 24 July 2010 12:07 To: User questions and discussions about OTRS. Subject: Re: [otrs] How to change text in customer ticket updatenotification?

Yes, I meant notifications section. My problem is I do not see any customer related notifications available there, only agents. I have seen similar problem reported here with no reply. So is it a bug? Can it be fixed?

On 7/23/10, Bryan Baldwin wrote:

...
On 07/24/2010 09:52 AM, paul gore wrote:

...
I did try to look at notification events, but I do not see any related to a customer, only agents. Is it a bug?

Notification Events is not the correct place. Look for the notification text in the Notifications section of the Admin control panel. Scroll through the items listed under "Change". Notification text has one entry for each language, so ensure you edit the text for every language you've assigned to your customers.

Bryan

...

...
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Bryan Baldwin
Isaac Gonzalez
Louis Becker
paul gore