Could the reason it is not changing the states because I have not added the state in the config somewhere? I was reading and am a little confused where you are supposed to add new states. I went into the db and added the state, added in admin state as well. Is there anywhere else I need to add the new state to make it valid?
Thank you, Garabed Yegavian -----Original Message----- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of otrs-requ...@otrs.org Sent: Monday, September 26, 2011 10:35 AM To: otrs@otrs.org Subject: otrs Digest, Vol 36, Issue 73 Send otrs mailing list submissions to otrs@otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-requ...@otrs.org You can reach the person managing the list at otrs-ow...@otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Add details to customer fields (paul.andurna...@aviva.ro) 2. Re: Add details to customer fields (Rory) 3. Re: Downloading all attachements at once (Michiel Beijen) 4. Re: AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY (David Boyes) 5. Re: otrs Digest, Vol 36, Issue 67 (Garabed Yegavian) ---------------------------------------------------------------------- Message: 1 Date: Mon, 26 Sep 2011 15:28:03 +0300 From: paul.andurna...@aviva.ro Subject: Re: [otrs] Add details to customer fields To: "User questions and discussions about OTRS." <otrs@otrs.org> Cc: "User questions and discussions about OTRS." <otrs@otrs.org>, otrs-boun...@otrs.org Message-ID: <of06836c66.6ea529f0-onc2257917.0044553b-c2257917.0044b...@aviva.ro> Content-Type: text/plain; charset="us-ascii" No. There were some customers included myself which weren`t updated in the AD ( Phone number field ). So it didn`t display the phone field at all if it was blank. Now that we have updated the phone number in AD all i in order. Regards, Paul Andurnache Rory <rcler...@gmail.com> Sent by: otrs-boun...@otrs.org 26.09.2011 15:29 Please respond to "User questions and discussions about OTRS." <otrs@otrs.org> To "User questions and discussions about OTRS." <otrs@otrs.org> cc Subject Re: [otrs] Add details to customer fields That's great. Did you need to change the settings in SysConfig? Rory On 26 September 2011 13:15, <paul.andurna...@aviva.ro> wrote: It worked. Thank you very much :-) Regards, Paul Andurnache Rory <rcler...@gmail.com> Sent by: otrs-boun...@otrs.org 26.09.2011 15:10 Please respond to "User questions and discussions about OTRS." <otrs@otrs.org> To "User questions and discussions about OTRS." <otrs@otrs.org> cc Subject Re: [otrs] Add details to customer fields Sorry, I thought were saying it was fixed. Have you tried creating a new ticket for a customer and then checking if the details are shown? Also, in the Admin section, go to the SysConfig. In there choose "Ticket" from the drop down list. Choose the "Frontend::Agent" Subgroup Have a look at the options "Ticket::Frontend::CustomerInfoCompose" and "Ticket::Frontend::CustomerInfoZoom". I have both of these set to "Yes". Kind regards, Rory On 26 September 2011 12:13, <paul.andurna...@aviva.ro> wrote: Hello, That`s just it. It isn`t fixed :-). I cannot see the information ( phone number of the customer ) when i open a customer ticket logged in as an agent. The improvement i`ve noticed is that it is being imported by LDAP from AD and i can see it in the Customer specific window. Regards, Paul Andurnache Rory <rcler...@gmail.com> Sent by: otrs-boun...@otrs.org 26.09.2011 13:51 Please respond to "User questions and discussions about OTRS." <otrs@otrs.org> To "User questions and discussions about OTRS." <otrs@otrs.org> cc Subject Re: [otrs] Add details to customer fields I'm happy to hear that you got it working Paul. Glad I could help. Kind regards, Rory On 26 September 2011 11:20, <paul.andurna...@aviva.ro> wrote: Hello, I`ve made the modification and now i have the required field as well for the telephone number. I`m afraid that i maybe i wasn`t clear enough about the issue :-). The screen where i want the information displayed is in the ticket details. So when an agent checks a tickets` detail i want the phone number of the customer that posted the ticket, displayed ( bottom right ). Regards, Paul Andurnache Email secured by Check Point --------------------------------------------------------------------- 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 Email secured by Check Point --------------------------------------------------------------------- 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 Email secured by Check Point --------------------------------------------------------------------- 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20110926/f315e2e7/attachment-0001.html> ------------------------------ Message: 2 Date: Mon, 26 Sep 2011 13:35:19 +0100 From: Rory <rcler...@gmail.com> Subject: Re: [otrs] Add details to customer fields To: "User questions and discussions about OTRS." <otrs@otrs.org> Message-ID: <cagf7qgbby1etwjnmsnylvs7gh-bc9c96-m51aeloeraggk4...@mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" That's great, glad you got it working. Kind regards, Rory Clerkin On 26 September 2011 13:28, <paul.andurna...@aviva.ro> wrote: > > No. There were some customers included myself which weren`t updated in the > AD ( Phone number field ). So it didn`t display the phone field at all if it > was blank. > Now that we have updated the phone number in AD all i in order. > > Regards, > * > Paul Andurnache ** > * > > -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20110926/1d586547/attachment-0001.html> ------------------------------ Message: 3 Date: Mon, 26 Sep 2011 17:45:14 +0200 From: Michiel Beijen <michiel.bei...@gmail.com> Subject: Re: [otrs] Downloading all attachements at once To: "User questions and discussions about OTRS." <otrs@otrs.org> Message-ID: <cabd0r11obqkwq61xct-yxqp-dasn-xmoqdm29obphzx9xen...@mail.gmail.com> Content-Type: text/plain; charset=UTF-8 Hi Paul, On Mon, Sep 26, 2011 at 14:17, <paul.andurna...@aviva.ro> wrote: > ? ? ? ? Is there a way to download several attachements to a ticket at once > ? Instead of downloading each of them separate ? Gmail offers this feature, if it displays more then a few attachments to a single email you can download them packaged in a .zip archive. Do you think it's very useful? It's not a standard feature of OTRS. You could add it but I doubt if people would find it useful. -- Mike ------------------------------ Message: 4 Date: Mon, 26 Sep 2011 11:30:13 -0500 From: David Boyes <dbo...@sinenomine.net> Subject: Re: [otrs] AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY To: User questions and discussions about OTRS. <otrs@otrs.org> Message-ID: <03ff351977a6114a9e3bc166d58e936d031b59c...@dfw1mbx18.mex07a.mlsrvr.com> Content-Type: text/plain; charset="us-ascii" > Wonder why his mail agents sends this message over and over again... If I am > not mistaking outlook just sends an OO notice only once to an unique > recipient and not for every single mail. Because neither his mail agent or his mail system is obeying the conventions for suppressing out of office message loops, and the notification is unparsable in any way that the list manager can understand so it can throttle this kind of stuff. ------------------------------ Message: 5 Date: Mon, 26 Sep 2011 10:34:17 -0700 From: Garabed Yegavian <gara...@firelinebroadband.com> Subject: Re: [otrs] otrs Digest, Vol 36, Issue 67 To: "otrs@otrs.org" <otrs@otrs.org> Message-ID: <7221a0313a389f408e5982772db633fc0b2dada...@fnsexch.fns.local> Content-Type: text/plain; charset="us-ascii" I changed it to last 5 minutes and still will not change the state to in process? Thank you, Garabed Yegavian -----Original Message----- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of otrs-requ...@otrs.org Sent: Monday, September 26, 2011 2:08 AM To: otrs@otrs.org Subject: otrs Digest, Vol 36, Issue 67 Send otrs mailing list submissions to otrs@otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-requ...@otrs.org You can reach the person managing the list at otrs-ow...@otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Re Ticket Alerts (Grzella, Mark) 2. Re: AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY (Grzella, Mark) 3. Re: 'Core.Agent.CustomerSearch is undefined' problems after upgrade (Ver?nica Gonz?lez) 4. Add details to customer fields (paul.andurna...@aviva.ro) 5. Re: Add details to customer fields (Rory) 6. Re: Add details to customer fields (paul.andurna...@aviva.ro) ---------------------------------------------------------------------- Message: 1 Date: Mon, 26 Sep 2011 09:19:26 +0200 From: "Grzella, Mark" <mgrze...@studienkreis.de> Subject: Re: [otrs] Re Ticket Alerts To: "User questions and discussions about OTRS." <otrs@otrs.org> Message-ID: <E9E080E4F8089945927D9461BD61D2C9A214C4@exs001p> Content-Type: text/plain; charset="iso-8859-1" Hello Garabed, well that?s because your filter is not triggered at all >> Ticket Filter Pending Times = Ticket pending time reached "last 5 minutes" Change this to BEFORE instead of last. Had a similar problem while creating an agent for proper auto close actions. Don?t ask me why it works with "before..." instead of "last..." so. Seems like OTRS takes "last..." as exact time stamp, where "before..." actually indicates a certain frame. mit freundlichen Gr??en Studienkreis GmbH Mark Grzella Junior IT-Projektleiter Universit?tsstra?e 104, 44799 Bochum Tel.: 02 34/97 60 - 404 mgrze...@studienkreis.de www.studienkreis.de AG Bochum HRB 4581 Gesch?ftsf?hrer: Franz Dahlmanns Bastian Schmidt-Faber -----Urspr?ngliche Nachricht----- Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Garabed Yegavian Gesendet: Freitag, 23. September 2011 20:59 An: otrs@otrs.org Betreff: [otrs] Re Ticket Alerts Here is my log, I don't see anywhere where it tries to change the state? Sent customer 'Tustine Service Notification' notification to 'garab...@hotmail.com'. Sent email to 'garab...@hotmail.com' from 'Fireline Support <ticket...@firelinebroadband.com>'. HistoryType => SendCustomerNotification, Subject => [Ticket#2011092310000017] Service Outage Notification Tustine; Sent email to '"Test Customer" <garab...@hotmail.com>' from 'Fireline Support <ticket...@firelinebroadband.com>'. HistoryType => EmailAgent, Subject => [Ticket#2011092310000017] Service Outage Notification Tustine; New Ticket [2011092310000017/Service Outage ] created (TicketID=19,Queue=Technical Support,Priority=3 normal,State=open) Generic Agent is set to update state as follows Subject = Service Notification Tustine Ticket Filter Pending Times = Ticket pending time reached "last 5 minutes" Ticket Action Set new state = in process Thank you, Garabed Yegavian ------------------------------ Message: 2 Date: Mon, 26 Sep 2011 09:11:23 +0200 From: "Grzella, Mark" <mgrze...@studienkreis.de> Subject: Re: [otrs] AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY To: "User questions and discussions about OTRS." <otrs@otrs.org> Message-ID: <E9E080E4F8089945927D9461BD61D2C9A214C2@exs001p> Content-Type: text/plain; charset="iso-8859-1" Wonder why his mail agents sends this message over and over again... If I am not mistaking outlook just sends an OO notice only once to an unique recipient and not for every single mail. Anyways I guess someone will be a little embarrassed once back from vac :-P mit freundlichen Gr??en Studienkreis GmbH Mark Grzella Junior IT-Projektleiter Universit?tsstra?e 104, 44799 Bochum Tel.: 02 34/97 60 - 404 mgrze...@studienkreis.de www.studienkreis.de AG Bochum HRB 4581 Gesch?ftsf?hrer: Franz Dahlmanns Bastian Schmidt-Faber -----Urspr?ngliche Nachricht----- Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Peter Eckel Gesendet: Freitag, 23. September 2011 22:24 An: User questions and discussions about OTRS. Betreff: Re: [otrs] AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY AUTOREPLY On 23.09.2011, at 22:10, Garabed Yegavian wrote: > I hope he gets back soon ............. October 4th. Meanwhile it would be a good idea for some admin to take him off this list. Best regards, Peter. --------------------------------------------------------------------- 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 ------------------------------ Message: 3 Date: Mon, 26 Sep 2011 10:05:44 +0200 From: Ver?nica Gonz?lez <veron...@adsalsa.com> Subject: Re: [otrs] 'Core.Agent.CustomerSearch is undefined' problems after upgrade To: "User questions and discussions about OTRS." <otrs@otrs.org> Message-ID: <1317024344.3008.12.camel@veronica> Content-Type: text/plain; charset="utf-8" Hi Patrick, I get now the same error when I create a CI in the ITSM module. Could you tell me how did you resolve the problem? Thanks a lot El mar, 26-04-2011 a las 16:04 -0500, patrick.dil...@aleris.com escribi?: > Hello to all, > > I just ran an upgrade from 2.4.9 to 3.0.6 using the rpm method and the > UPGRADING instructions included in the tar.gz file. Our environment is > SUSE linux, SLES10 SP2 > We are running ITSM modules (also just upgraded) at the 3.0.1 level. Aside > from a few minor issues, all has gone well. > > My problem is that now when creating a standard phone ticket, as soon as > you enter the form an error message appears. If you ask for detail it > displays the following: > > Core.Agent.CustomerSearch is undefined > > (?)()@http://ip-address-here/otrs/index.pl?Action=AgentTicketPhone:1194 > Ready((function (j, s) {return new (b.fn.init)(j, > s);}))@http://ip-address-here/otrs-web/js/js-cache/CommonJS_790a2b98bf84cbaad053c1a834f593a9.js:581 > trigger > ()@http://ip-address-here/otrs-web/js/js-cache/CommonJS_790a2b98bf84cbaad053c1a834f593a9.js:37 > trigger([object > Event])@http://ip-address-here/otrs-web/js/js-cache/CommonJS_790a2b98bf84cbaad053c1a834f593a9.js:37 > > I searched the archives and found reference to someone who had rebuilt (?) > the CustomerSearch java code, but I'm not comfortable with attempting that > for myself. > > Is this a known issue? Easy (I hope) solution? > > Thanks for any guidance with this. > > Pat > > --------------------------------------------------------------------- > 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20110926/3247c0f2/attachment-0001.html> ------------------------------ Message: 4 Date: Mon, 26 Sep 2011 11:25:31 +0300 From: paul.andurna...@aviva.ro Subject: [otrs] Add details to customer fields To: otrs@otrs.org Message-ID: <ofac2c19be.eb3fe4d2-onc2257917.002e3e25-c2257917.002e7...@aviva.ro> Content-Type: text/plain; charset="us-ascii" Hello, Is there a way to add the Phone Number of a customer into it`s details so it can be visible in the requests ? Regards, Paul Andurnache -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20110926/6940a7a8/attachment-0001.html> ------------------------------ Message: 5 Date: Mon, 26 Sep 2011 10:05:53 +0100 From: Rory <rcler...@gmail.com> Subject: Re: [otrs] Add details to customer fields To: "User questions and discussions about OTRS." <otrs@otrs.org> Message-ID: <CAGf7qGCe9nZLFz73yoVWK9WpkiGijhkjYPABCt=7h6bs9_w...@mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" Hi Paul, What do you get your customer details from? LDAP or OTRS DB? Kind regards, Rory Clerkin On 26 September 2011 09:25, <paul.andurna...@aviva.ro> wrote: > > Hello, > > Is there a way to add the Phone Number of a customer into it`s > details so it can be visible in the requests ? > > Regards,* > * > * > Paul Andurnache ** > * > --------------------------------------------------------------------- > 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 > -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20110926/5442ccda/attachment-0001.html> ------------------------------ Message: 6 Date: Mon, 26 Sep 2011 12:03:28 +0300 From: paul.andurna...@aviva.ro Subject: Re: [otrs] Add details to customer fields To: "User questions and discussions about OTRS." <otrs@otrs.org> Cc: "User questions and discussions about OTRS." <otrs@otrs.org>, otrs-boun...@otrs.org Message-ID: <of33656353.9dd48056-onc2257917.0031ad94-c2257917.0031f...@aviva.ro> Content-Type: text/plain; charset="us-ascii" Hello, Thank you for the reply. I get them by LDAP from AD. Regards, Paul Andurnache Rory <rcler...@gmail.com> Sent by: otrs-boun...@otrs.org 26.09.2011 12:05 Please respond to "User questions and discussions about OTRS." <otrs@otrs.org> To "User questions and discussions about OTRS." <otrs@otrs.org> cc Subject Re: [otrs] Add details to customer fields Hi Paul, What do you get your customer details from? LDAP or OTRS DB? Kind regards, Rory Clerkin On 26 September 2011 09:25, <paul.andurna...@aviva.ro> wrote: Hello, Is there a way to add the Phone Number of a customer into it`s details so it can be visible in the requests ? Regards, Paul Andurnache --------------------------------------------------------------------- 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 Email secured by Check Point --------------------------------------------------------------------- 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 -------------- next part -------------- An HTML attachment was scrubbed... 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