[otrs] Article Storage Type

[Ml Ml]

Hello,

we startet with otrs and Article attachments are stored in the DB until
now. Of course the db is growing and growing we have about 10GB of DB and
a backup takes ages ...

Can i now switch to FS based storage and keep the articles until now in the
DB?

I have already tried to run the migration script from DB to FS. This fails
with a few articles. Can i just skipp those and carry on?

So at the end the failed articles will remain in the DB and the rest will
be FS?

Thanks a lot,
mario
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Re: [otrs] Link list position changed after 3.3 upgrade

[Ml Ml]

anyone? :-/

On Sat, Dec 27, 2014 at 11:53 PM, Ml Ml  wrote:
> Hello List,
>
> after Upgrading to OTRS 3.3 the link (links to other related tickets)
> are are the bottom. How do i get them back up to the top near the
> notes section?
>
> Thanks,
> Mario
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[otrs] Link list position changed after 3.3 upgrade

[Ml Ml]

Hello List,

after Upgrading to OTRS 3.3 the link (links to other related tickets)
are are the bottom. How do i get them back up to the top near the
notes section?

Thanks,
Mario
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Re: [otrs] Show Customer Name and Number in Search Result and Dashboard

[ml ml]

Anyone?


On Tue, Sep 3, 2013 at 1:08 PM, ml ml  wrote:

> Hello List,
>
> we are running OTRS 3.1.10 and i was wondering if the Customer Name and
> Number shows up in Search Result and Dashboard in OTRS 3.2?
>
> I also tried to patch it myself:
> http://forums.otterhub.org/viewtopic.php?f=62&t=16012
>
> my %UserData =
> $Self->{CustomerUserObject}->CustomerUserDataGet( User => $ListKey );
> my %CompanyData =
> $Self->{CustomerCompanyObject}->CustomerCompanyGet( CustomerID =>
> $UserData{CustomerID});
> %UserData{ keys %CompanyData } = values %CompanyData;
>
>
>
> But i am getting:
> [Error][Kernel::System::TicketSearch::TicketSearch][Line:424]: Need valid
> OrderBy (UP)!
>
> Thanks,
> Mario
>
>
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[otrs] Show Customer Name and Number in Search Result and Dashboard

[ml ml]

Hello List,

we are running OTRS 3.1.10 and i was wondering if the Customer Name and
Number shows up in Search Result and Dashboard in OTRS 3.2?

I also tried to patch it myself:
http://forums.otterhub.org/viewtopic.php?f=62&t=16012

my %UserData =
$Self->{CustomerUserObject}->CustomerUserDataGet( User => $ListKey );
my %CompanyData =
$Self->{CustomerCompanyObject}->CustomerCompanyGet( CustomerID =>
$UserData{CustomerID});
%UserData{ keys %CompanyData } = values %CompanyData;



But i am getting:
[Error][Kernel::System::TicketSearch::TicketSearch][Line:424]: Need valid
OrderBy (UP)!

Thanks,
Mario
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Re: [otrs] CustomerID as required field in AgentTicketClose

[ml ml]

On Thu, Sep 13, 2012 at 4:28 PM, Steven Carr  wrote:
> But the call is already allocated to a customer, the customer will be
> the email address that you entered in the phone call.
>
> What I think you actually want is that you can't close a call if you
> haven't assigned the call to an actual valid customer from your
> customer database. Not sure how to require that.
>
> Steve


Yes, thats what i want! :)

Anyone else?

Thanks,
Mario
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Re: [otrs] CustomerID as required field in AgentTicketClose

[ml ml]

Yes i can.

I just created a Phone Call Ticket and left the CustomerID Field empty.

Then i closed that ticket. AgentTicketClose does NOT have the
CustomerID field here...

Thanks,
Mario

On Thu, Sep 13, 2012 at 4:12 PM, Gerald Young  wrote:
> The CustomerID is already a part of the ticket, in the ticket table.
> You can't close a ticket that doesn't have that information... You
> can't close a ticket without being in the ticket.
>
>
>
> On Thu, Sep 13, 2012 at 9:59 AM, ml ml  wrote:
>> Hello List,
>>
>> i have OTRS 3.1 and i want the CustomerID field to be required 
>> AgentTicketClose.
>>
>> How do i do that?
>>
>> Thanks,
>> Mario
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[otrs] CustomerID as required field in AgentTicketClose

[ml ml]

Hello List,

i have OTRS 3.1 and i want the CustomerID field to be required AgentTicketClose.

How do i do that?

Thanks,
Mario
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Re: [otrs] OTRS3.1 - Follow Ups/Reply Tickets do not appear in Dashboard

[ml ml]

okay, i think i want the FollowUpState to change the state from
pending to open. Then it should appear in my Dashboard.

I upgraded from 2.4 to 3.0 to 3.1 and the FollowUpState does not seem
to work anymore. PostmasterFollowUpState is set to open in Ticket ->
Core::PostMaster

What else could be wrong?

Here i grepped for some more infos:

otrs:/var/www/otrs# grep -R "FollowUpState" *
CHANGES: - 2007-04-13 Fixed bug# 1741 - "PostmasterFollowUpStateClosed" buggy on
CHANGES:was was already closed
(Ticket::Core::PostMaster::PostmasterFollowUpStateClosed).
Kernel/Config.pm:   $Self->{'PostmasterFollowUpState'} =  'open';
Kernel/Config.pm:   $Self->{'PostmasterFollowUpStateClosed'} =  'open';
Kernel/System/PostMaster/FollowUp.pm:my $State =
$Self->{ConfigObject}->Get('PostmasterFollowUpState') || 'open';
Kernel/System/PostMaster/FollowUp.pm:&&
$Self->{ConfigObject}->Get('PostmasterFollowUpStateClosed')
Kernel/System/PostMaster/FollowUp.pm:$State =
$Self->{ConfigObject}->Get('PostmasterFollowUpStateClosed');
Kernel/Output/HTML/Standard/CustomerTicketZoom.dtl:
Kernel/Output/HTML/Standard/CustomerTicketZoom.dtl:
Kernel/Modules/CustomerTicketZoom.pm:Name => 'FollowUpState',
Kernel/Config/Files/Ticket.xml:
Kernel/Config/Files/Ticket.xml:
Kernel/Config/Files/ZZZAAuto.pm:delete $Self->{'PostmasterFollowUpStateClosed'};
Kernel/Config/Files/ZZZAAuto.pm:$Self->{'PostmasterFollowUpState'} =  'open';
Kernel/Config/Files/ZZZAuto.pm:$Self->{'PostmasterFollowUpStateClosed'}
=  'open';
scripts/test/PostMaster.t:$NamePrefix . ' Run() -
FollowUp/PostmasterFollowUpState check',
scripts/test/PostMaster.t:Key   =>
'PostmasterFollowUpStateClosed',
scripts/test/PostMaster.t:$NamePrefix . ' Run() -
FollowUp/PostmasterFollowUpStateClosed check',
Binary file var/tmp/CacheFileStorable/XMLParse/9d92baf9bb36a489742f5829c0018192
matches
var/tmp/SysConfig-Cache_Kernel_Config_Files_Ticket.xml-e6333e07fa1441f10f96c342ef53ed13.pm:
       'Name' => 'PostmasterFollowUpState',
var/tmp/SysConfig-Cache_Kernel_Config_Files_Ticket.xml-e6333e07fa1441f10f96c342ef53ed13.pm:
   'Name' => 'PostmasterFollowUpStateClosed',

Thanks,
Mario


On Wed, Sep 5, 2012 at 10:00 AM, ml ml  wrote:
> Hello List,
>
> i create a new E-Mail Ticket and set the State to Pending (in about 1
> or 2 Weeks). My Customer/Client now replies within that time, then i
> only get a E-Mail Notification. This E-Mail Reply does not appear in
> my Dashboard.
> Why? I would have expected it in "Open Tickets / Need to be answered"
>
> If i do the same with the State Open, then the reply appears in my
> Dashboard "Open Tickets / Need to be answered" after a reply.
>
> Thanks,
> Mario
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[otrs] OTRS3.1 - Follow Ups/Reply Tickets do not appear in Dashboard

[ml ml]

Hello List,

i create a new E-Mail Ticket and set the State to Pending (in about 1
or 2 Weeks). My Customer/Client now replies within that time, then i
only get a E-Mail Notification. This E-Mail Reply does not appear in
my Dashboard.
Why? I would have expected it in "Open Tickets / Need to be answered"

If i do the same with the State Open, then the reply appears in my
Dashboard "Open Tickets / Need to be answered" after a reply.

Thanks,
Mario
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[otrs] How to Disable TicketType

[ml ml]

Hello List,

how can i disable the Ticket Type feature in OTRS 3.1.10?

Thanks,
Mario
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[otrs] Disable automatic customer assignment

[ml ml]

Hello!

when a E-Mail arrives and the sender is in the customer database, the
ticket automatically gets assigned to the customer.
Can i disable the auto assignment?

Thanks,
Mario
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Re: [otrs] Personal E-Mail Display Name

[ml ml]

Thanks a lot!!!

Mario

On Tue, Jul 24, 2012 at 11:38 AM, Steven Carr  wrote:
> See Sysconfig -> Ticket -> Core::Ticket -> Ticket::DefineEmailFrom
>
> Steve
>
>
>
> On 24 July 2012 10:33, ml ml  wrote:
>>
>> Hello List,
>>
>> can i set a personal E-Mail Display name in OTRS?
>>
>> Right now mails get sent with
>> Reply To: tic...@example.com
>> and From Name: OTRS Ticket System
>>
>> Can i change the From Name to a personalized Name?
>>
>>
>> Thanks,
>> Mario
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>
>
>
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[otrs] Personal E-Mail Display Name

[ml ml]

Hello List,

can i set a personal E-Mail Display name in OTRS?

Right now mails get sent with
Reply To: tic...@example.com
and From Name: OTRS Ticket System

Can i change the From Name to a personalized Name?


Thanks,
Mario
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[otrs] SortBy Article Time

[ml ml]

Hello!

How can i sort my Tickets Queues or Search Results by Article Time
(not Ticket Age/Time)?

Thanks,
Mario
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[otrs] Search Result sort by last update

[ml ml]

Hello List,

how can i sort my search results by the last update? Somtimes i have
tickets which are 300 Days old, but the last contact was only a day
ago. I dont want this to be on the bottom of the search list.

Thanks,
Mario
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[otrs] How can i display a Dynamic Field in my Dashboard?

[ml ml]

Hello List,

how can i display a Dynamic Field in my Dashboard? Somehow via
Frontend::Agent::Dashboard in Sysconfig?

Thanks,
Mario
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Re: [otrs] Add CustomerName in Dashboard (OTRS 3.1)

[ml ml]

okay,  then lets patch it! ;-)

Mario

>
> Mario,
>
> I've been looking to add this info myself. Apparently it is not a widely 
> requested (or needed) feature, as the platform is on its nth iteration and 
> its not been added, nor do many search results come up. So perhaps you and I 
> are the rare birds who would like this kind of info visible on the dashboard. 
> I did find this the other day,
>
> http://wiki.otterhub.org/index.php?title=Show_Customer_Data_in_Dashboard
>
> which appears to be for a prior version, but gives hints as to where to start 
> looking. That said, I have not gotten around to adding customer names, but 
> did successfully modify other displayed info within 
> .../otrs/Kernel/Output/HTML/Standard/AgentDashboardTicketGeneric.dtl
>
> As the wiki.otterhub.org hints at, the dashboard module is by default only 
> pulling data specific to tickets, which is why you can get the ID but not the 
> name - due perhaps to how the tables are setup in the database. My next step, 
> when time allows, would be to find and examine the module related to the 
> QueueView, which does display the customer name, to see how its done within 
> other parts of the system.
>
> Good luck with your search.
>
> best,
> Dominic
>
>
>
>
>
>
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Re: [otrs] Add CustomerName in Dashboard (OTRS 3.1)

[ml ml]

anyone?

On Wed, Jun 6, 2012 at 5:30 PM, ml ml  wrote:
> Hello,
>
> i would like to have a Customers Company Name column in my dashboard.
>
> Using: $QData{"CustomerID","26"} works.
>
> But $QData{"CustomerName","26"}  seems to be Empty. Where do
> i define the Customer Company Name?
>
> I guess i need some sort of CustomerID -> CustomerName lookup somewhere?
>
> Thanks,
> Mario
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[otrs] Add CustomerName in Dashboard (OTRS 3.1)

[ml ml]

Hello,

i would like to have a Customers Company Name column in my dashboard.

Using: $QData{"CustomerID","26"} works.

But $QData{"CustomerName","26"}  seems to be Empty. Where do
i define the Customer Company Name?

I guess i need some sort of CustomerID -> CustomerName lookup somewhere?

Thanks,
Mario
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Re: [otrs] Upgrade from 3.0.12 to 3.1.4

[ml ml]

Hello Nils,

sorry. I totally missed out an error on the previous Update from 2.4.5
to 3.0.12. I copied the otrs Box and i am trying to do the upgrades in
a virtual box where i am able to use snapshots to revert to the
original status.

Here is the error i get when i try to update from 2.4.5 to 3.0.12 (or
3.0.11). Can i go from 2.4.5 to 3.0.12 or do i have to go to 2.4.12
first?


+ su - otrs -c 'cd /opt/otrs/ ; scripts/DBUpdate-to-3.0.pl'

Migration started...

Step 1 of 5: Refresh configuration cache... done.

Step 2 of 5: Migrating theme configuration... done.

Step 3 of 5: Cleaning up the permission table... done.

Step 4 of 5: Cleanup pending time of tickets without pending state-type... done.

DBD::mysql::db do failed: Table 'virtual_fs' already exists at
/var/www/otrs-3.0.11/Kernel/System/DB.pm line 422.
ERROR: OTRS-DBUpdate-to-3.0-10 Perl: 5.10.1 OS: linux Time: Fri May 18
10:23:21 2012

 Message: Table 'virtual_fs' already exists, SQL: 'CREATE TABLE virtual_fs (
id BIGINT NOT NULL AUTO_INCREMENT,
filename TEXT NOT NULL,
backend VARCHAR (60) NOT NULL,
backend_key VARCHAR (160) NOT NULL,
create_time DATETIME NOT NULL,
PRIMARY KEY(id),
INDEX virtual_fs_backend (backend(60)),
INDEX virtual_fs_filename (filename(350))
)'

 Traceback (1587):
   Module: main::CreateVirtualFSTables (v1.5) Line: 350
   Module: scripts/DBUpdate-to-3.0.pl (v1.5) Line: 95

ERROR: OTRS-DBUpdate-to-3.0-10 Perl: 5.10.1 OS: linux Time: Fri May 18
10:23:21 2012

 Message: Error during table creation!

 Traceback (1587):
   Module: main::CreateVirtualFSTables (v1.5) Line: 352
   Module: scripts/DBUpdate-to-3.0.pl (v1.5) Line: 95

Step 5 of 5: Creating VirtualFS tables (if necessary)... Error!

Migration completed!


On Thu, May 17, 2012 at 10:44 PM, Nils Leideck  wrote:
> Hi,
>
> you did not follow the UPGRADING file!
>
> Before you can run the perl upgrade script you have to execute a sql file on 
> your DB.
>
> Read the UPGRADING file carefully and try again!
>
> On 17.05.2012, at 18:29, ml ml wrote:
>
>> when i try to upgrade from 3.0.12 to 3.1.4 i get:
>>
>> Step 2 of 24: Check framework version... done.
>>
>> DBD::mysql::db do failed: Table 'otrs2_4.dynamic_field' doesn't exist
>> at /var/www/otrs-3.1.5/Kernel/System/DB.pm line 478.
>> ERROR: OTRS-DBUpdate-to-3.1-10 Perl: 5.10.1 OS: linux Time: Thu May 17
>> 17:10:15 2012
>>
>> Message: Table 'otrs2_4.dynamic_field' doesn't exist, SQL: 'SELECT
>> count(id) FROM dynamic_field'
>>
>> Traceback (2083):
>>   Module: main::_CheckDynamicFieldTables (v1.85) Line: 385
>>   Module: scripts/DBUpdate-to-3.1.pl (v1.85) Line: 86
>>
>> Check if dynamic_field table exists, failed! at
>> scripts/DBUpdate-to-3.1.pl line 390.
>> Step 3 of 24: Creating DynamicField tables (if necessary)...
>>
>> Is this something to worry about?
>
> Cheers, Nils
> --
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>
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[otrs] Upgrade from 3.0.12 to 3.1.4

[ml ml]

Hello List,

when i try to upgrade from 3.0.12 to 3.1.4 i get:

Step 2 of 24: Check framework version... done.

DBD::mysql::db do failed: Table 'otrs2_4.dynamic_field' doesn't exist
at /var/www/otrs-3.1.5/Kernel/System/DB.pm line 478.
ERROR: OTRS-DBUpdate-to-3.1-10 Perl: 5.10.1 OS: linux Time: Thu May 17
17:10:15 2012

 Message: Table 'otrs2_4.dynamic_field' doesn't exist, SQL: 'SELECT
count(id) FROM dynamic_field'

 Traceback (2083):
   Module: main::_CheckDynamicFieldTables (v1.85) Line: 385
   Module: scripts/DBUpdate-to-3.1.pl (v1.85) Line: 86

Check if dynamic_field table exists, failed! at
scripts/DBUpdate-to-3.1.pl line 390.
Step 3 of 24: Creating DynamicField tables (if necessary)...

Is this something to worry about?

Thanks,
Mario
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Re: [otrs] How to change TicketNr Syntax

[ml ml]

Can i change my systemid in a working and running OTRS System or will
this break something?

If i get it right, the systemid (by default 10) can be changed. But if
i communicate with a other otrs system, then its very likly, that it
will have the same systemid. Is there no way to set my own prefix or
somehing which is unique?

Cheers,
Mario


On Mon, May 3, 2010 at 9:11 AM, Alexander Halle  wrote:
> ml ml wrote :
>>
>> Anyone?
>>
>>
>> On Fri, Apr 16, 2010 at 9:53 AM, ml ml  wrote:
>>>
>>> Hello List,
>>>
>>> we use the default OTRS Ticket syntax. However, we run into problems
>>> when communicating with other OTRS systems. How can i change my Ticket
>>> Sytax savly without breakting the whole system? :-)
>
> Hi Mario,
>
> usally you have to set the SystemID in SysConfig to a value different than
> the other OTRS systems (usally 10). If the value isn't changeable you have
> to modify it directly in your config file.
>
> Regards
>
> Alexander
>
> --
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Re: [otrs] Change Ticket State on Customer E-Mail Reply

[ml ml]

Hello,

could anyone please help me to debug this? This is really annoying.

Cheers,
Mario


On Tue, Mar 16, 2010 at 11:07 AM, ml ml  wrote:
> Hello,
>
> i have updated to OTRS 2.4.7 now, and my FollowUp Tickets still remain
> closed if a customer answers.
>
> How i Test it:
> - I create a Mail ticket, send it to the customer with the state "closed"
> - The customer replies to this email and the ticket still remains closed
> - but  do get a email notification that the customer answered to the ticket.
>
> Any idea how i can debug this?
>
> otrs:/var/www/otrs/Kernel# grep -R "FollowUpState" *
> Config/Files/Ticket.xml:     Required="1" Valid="1">
> Config/Files/Ticket.xml:     Name="PostmasterFollowUpStateClosed" Required="0" Valid="0">
> Config/Files/ZZZAAuto.pm:delete $Self->{'PostmasterFollowUpStateClosed'};
> Config/Files/ZZZAAuto.pm:$Self->{'PostmasterFollowUpState'} =  'open';
> Config/Files/ZZZAuto.pm:$Self->{'PostmasterFollowUpStateClosed'} =  'closed';
> Config.pm:      $Self->{'PostmasterFollowUpState'} =  'open';
> Config.pm:      $Self->{'PostmasterFollowUpStateClosed'} =  'open';
> System/PostMaster/FollowUp.pm:    my $State =
> $Self->{ConfigObject}->Get('PostmasterFollowUpState') || 'open';
> System/PostMaster/FollowUp.pm:        &&
> $Self->{ConfigObject}->Get('PostmasterFollowUpStateClosed')
> System/PostMaster/FollowUp.pm:        $State =
> $Self->{ConfigObject}->Get('PostmasterFollowUpStateClosed');
>
>
> Cheers,
> Mario
>
>
> On Wed, Dec 30, 2009 at 6:58 PM, ml ml  wrote:
>> Hi,
>>
>>  i have set:
>>  ZZZAAuto.pm:$Self->{'PostmasterFollowUpState'} =  'open';
>>  ZZZAuto.pm:$Self->{'PostmasterFollowUpStateClosed'} =  'open';
>>  but if i reply to a closed ticket then the ticket still remains closed :-/
>>
>> Any idea why it wont change the state to open?
>>
>> Cheers,
>> Mario
>>
>>
>> p.s. this is otrs 2.4.5
>>
>>
>>
>> On Mon, Nov 30, 2009 at 11:59 PM, Nils Leideck - ITSM
>>  wrote:
>>> Hi,
>>> On 29.11.2009, at 17:32, ml ml wrote:
>>>
>>> the PostmasterFollowUpState is already set to "open". Is this the
>>> option you meant?
>>>
>>> yes.
>>> Nils Leideck
>>> --
>>> Nils Leideck
>>> Senior Consultant
>>> nils.leid...@leidex.net
>>>
>>> https://webint.cryptonode.de / a Fractal project
>>>
>>>
>>>
>>>
>>>
>>> -
>>> 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/
>>>
>>
>
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Re: [otrs] How to change TicketNr Syntax

[ml ml]

Anyone?


On Fri, Apr 16, 2010 at 9:53 AM, ml ml  wrote:
> Hello List,
>
> we use the default OTRS Ticket syntax. However, we run into problems
> when communicating with other OTRS systems. How can i change my Ticket
> Sytax savly without breakting the whole system? :-)
>
> Cheers,
> Mario
>
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[otrs] How to change TicketNr Syntax

[ml ml]

Hello List,

we use the default OTRS Ticket syntax. However, we run into problems
when communicating with other OTRS systems. How can i change my Ticket
Sytax savly without breakting the whole system? :-)

Cheers,
Mario
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Re: [otrs] Change Ticket State on Customer E-Mail Reply

[ml ml]

Hello,

i have updated to OTRS 2.4.7 now, and my FollowUp Tickets still remain
closed if a customer answers.

How i Test it:
- I create a Mail ticket, send it to the customer with the state "closed"
- The customer replies to this email and the ticket still remains closed
- but  do get a email notification that the customer answered to the ticket.

Any idea how i can debug this?

otrs:/var/www/otrs/Kernel# grep -R "FollowUpState" *
Config/Files/Ticket.xml:
Config/Files/Ticket.xml:
Config/Files/ZZZAAuto.pm:delete $Self->{'PostmasterFollowUpStateClosed'};
Config/Files/ZZZAAuto.pm:$Self->{'PostmasterFollowUpState'} =  'open';
Config/Files/ZZZAuto.pm:$Self->{'PostmasterFollowUpStateClosed'} =  'closed';
Config.pm:  $Self->{'PostmasterFollowUpState'} =  'open';
Config.pm:  $Self->{'PostmasterFollowUpStateClosed'} =  'open';
System/PostMaster/FollowUp.pm:my $State =
$Self->{ConfigObject}->Get('PostmasterFollowUpState') || 'open';
System/PostMaster/FollowUp.pm:&&
$Self->{ConfigObject}->Get('PostmasterFollowUpStateClosed')
System/PostMaster/FollowUp.pm:$State =
$Self->{ConfigObject}->Get('PostmasterFollowUpStateClosed');


Cheers,
Mario


On Wed, Dec 30, 2009 at 6:58 PM, ml ml  wrote:
> Hi,
>
>  i have set:
>  ZZZAAuto.pm:$Self->{'PostmasterFollowUpState'} =  'open';
>  ZZZAuto.pm:$Self->{'PostmasterFollowUpStateClosed'} =  'open';
>  but if i reply to a closed ticket then the ticket still remains closed :-/
>
> Any idea why it wont change the state to open?
>
> Cheers,
> Mario
>
>
> p.s. this is otrs 2.4.5
>
>
>
> On Mon, Nov 30, 2009 at 11:59 PM, Nils Leideck - ITSM
>  wrote:
>> Hi,
>> On 29.11.2009, at 17:32, ml ml wrote:
>>
>> the PostmasterFollowUpState is already set to "open". Is this the
>> option you meant?
>>
>> yes.
>> Nils Leideck
>> --
>> Nils Leideck
>> Senior Consultant
>> nils.leid...@leidex.net
>>
>> https://webint.cryptonode.de / a Fractal project
>>
>>
>>
>>
>>
>> -
>> 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/
>>
>
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Re: [otrs] How to sort tickets by (last article) time

[ml ml]

anyone? :-|


On Thu, Jan 7, 2010 at 10:29 AM, ml ml  wrote:
> Hello List,
>
> by default the Tickets get sorted by creation time. This is not very
> useful if i have a big ticket where i have a regular reply from the
> customer. Then my ticket is the "oldest" one, but the most "active"
> ticket.
>
> Can i sort the tickets by the last Article time or something?
>
> Thanks,
> Mario
>
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Re: [otrs] How can i search for a Ticket-Title?

[ml ml]

Hey Alexander,

indeed!  How could i possibly miss that? :)

Thanks!!

Mario



On Thu, Jan 7, 2010 at 2:14 PM, Alexander Halle  wrote:
> ml ml wrote :
>>
>> How can i search for a ticket title (not the subject)?
>
> Hello Mario,
>
> I have search fields for both in AgentTicketSearch :
>
> --- Ticket# and CustomerID ---
> Ticket#
> Title
> CustomerID
> Customer User Login
>
> --- Fulltext-Search in Article ---
> From
> To
> Cc
> Subject
> Text
>
> Is that what you're looking for ?
>
> Regards
>
> Alexander
>
> --
> radprax Gesellschaft fuer medizinische Versorgungszentren mbH,
> Bergstr. 7 - 9, 42105 Wuppertal,
> Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119
> Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate
> Tewaag
> Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264,  DE 814559152
> Web: http://www.radprax.de
>
>
> -
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[otrs] How can i search for a Ticket-Title?

[ml ml]

Hello!

How can i search for a ticket title (not the subject)?

Thanks,
Mario
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[otrs] How to sort tickets by (last article) time

[ml ml]

Hello List,

by default the Tickets get sorted by creation time. This is not very
useful if i have a big ticket where i have a regular reply from the
customer. Then my ticket is the "oldest" one, but the most "active"
ticket.

Can i sort the tickets by the last Article time or something?

Thanks,
Mario
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Re: [otrs] Change Ticket State on Customer E-Mail Reply

[ml ml]

Hi,

 i have set:
 ZZZAAuto.pm:$Self->{'PostmasterFollowUpState'} =  'open';
 ZZZAuto.pm:$Self->{'PostmasterFollowUpStateClosed'} =  'open';
 but if i reply to a closed ticket then the ticket still remains closed :-/

Any idea why it wont change the state to open?

Cheers,
Mario


p.s. this is otrs 2.4.5



On Mon, Nov 30, 2009 at 11:59 PM, Nils Leideck - ITSM
 wrote:
> Hi,
> On 29.11.2009, at 17:32, ml ml wrote:
>
> the PostmasterFollowUpState is already set to "open". Is this the
> option you meant?
>
> yes.
> Nils Leideck
> --
> Nils Leideck
> Senior Consultant
> nils.leid...@leidex.net
>
> https://webint.cryptonode.de / a Fractal project
>
>
>
>
>
> -
> 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/
>
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Re: [otrs] Change Ticket State on Customer E-Mail Reply

[ml ml]

Hi, Nils,

the PostmasterFollowUpState is already set to "open". Is this the
option you meant?

Thanks,
Mario



On Sun, Nov 29, 2009 at 12:59 AM, Nils Leideck - ITSM
 wrote:
> Hi,
> On 28.11.2009, at 16:34, ml ml wrote:
>
> if i write a customer an e-mail and set the status to "pending..." and
> the customer replies...then the Ticket-State does not change and its
> still pending.
>
> I thought its the default behavior, that the state changes from
> pending to open in this case.
>
> If nothow can i accomplish this?
>
> SysConfig -> Ticket -> Core::PostMaster
> Nils Leideck
>
> --
> Nils Leideck
> Senior Consultant
> nils.leid...@leidex.net
> LeideX.net
> Nils Leideck - ITSM
> Greesbergstr. 11
> D - 50668 Köln Altstadt-Nord
>
> Mobile :  +49 (0) 173 2733 892
> Tel. :  +49 (0) 221 1689 6910
> FAX :  +49 (0) 221 2711 285
>
> Geschäftssitz: Köln Altstadt-Nord, Amtsgericht: Köln, HRB 10751
> Steuernummer: 215/5102/2272, IdNr: 49 303 782 567
> http://webint.cryptonode.de / a Fractal project
>
>
>
>
> -
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[otrs] Change Ticket State on Customer E-Mail Reply

[ml ml]

Hello List,

if i write a customer an e-mail and set the status to "pending..." and
the customer replies...then the Ticket-State does not change and its
still pending.

I thought its the default behavior, that the state changes from
pending to open in this case.

If nothow can i accomplish this?

Thanks,
Mario
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[otrs] Add a new (global) search template

[ml ml]

Hello List,

how can i add a new global search template. If i save a search
template now, itsonly valid for me and not the other users.

Cheers,
Mario
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[otrs] Need Help with implementing Ticket::Typ es in AgentTicketCompose

[ml]

Hello List,

i am also posting this here since the d...@otrs.org mailing list seems to
be dead?!


We need and want the TicketType Feature in AgentTicketCompose (e.g. in
Ticket Replies):
http://lists.otrs.org/pipermail/otrs/2008-November/024895.html

So i had a look at AgentTicketFreeText or ArgentTicketPhone.

This is what i did http://pastebin.com/f74ad764f :
Line: 361
Line: 936
Line: 948-962
Line: 1053 - 1082

Here is the html part i added to
Output/HTML/Standard/AgentTicketCompose.dtl:


$Text{"Type"}:
$Data{"TypeStrg"}




I am not very good at perl and i dont really know what i am doing but i
am trying to get there somehow. Right now it seems that it never gets to
line 1061.

Could anyone give me a hand here?

Cheers,
Mario

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[otrs] Assign Signature to Queue

[ml]

Hello List,

how can i assign a signature to a queue? I would like to have diffrent
signatures because my agents have diffrent phone numbers.

I am using OTRS 2.3.1

Thanks,
Mario



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[otrs] Ticket::Frontend::ZoomExpandSort is not working

[ml]

Hello List,

i would like to have my zoomed tickets sorted by the latest ticket
first. Right now my latest ticket is beeing displayed at the very
bottom.

I thought Ticket::Frontend::ZoomExpandSort would solve this, but its not
changing anything.

I am talking about the sortign when you are in a ticket with
Ticket::Frontend::ZoomExpand set to yes.

I am using OTRS 2.3.1


Thanks,
Mario



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[otrs] MIME::Parser: can't open tmpfile: Invalid argument

[ml]

Hello List,

i am getting this error oversudden:

MIME::Parser: can't open tmpfile: Invalid argument

Any idea where i have to debug/look?
We are using OTRS 2.0.4

Thanks, Mario


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[otrs] Need Help urgently: Got no ArticleID! at ...

[ml]

Hi everyone,

I have a queue with 4 Mails - but can not display any of them due to

Software error:

Got no ArticleID! at /opt/otrs//Kernel/Output/HTML/ArticleCheckPGP.pm line 32.

I am using OTRS 1.3.2

Any ideas on what to do to solve this problem - and what caused it in the first 
place ?

I have moved the articles into a different queue as workaround, here´s the 
Traceback

ERROR: OTRS-GenericAgent-41 Perl: 5.8.3 OS: linux Time: Mon Feb  6 11:05:35 2006

 Message: Need ID or Name!

 Traceback (27054):
   Module: Kernel::System::Queue::QueueGet (v1.45) Line: 711
   Module: Kernel::System::Ticket::SendCustomerNotification (v1.19.2.1) Line: 
1810
   Module: Kernel::System::Ticket::MoveTicket (v1.19.2.1) Line: 755
   Module: Kernel::System::GenericAgent::JobRunTicket (v1.7 ) Line: 343
   Module: Kernel::System::GenericAgent::JobRun (v1.7 ) Line: 299
   Module: /opt/otrs/bin/GenericAgent.pl (v1.33) Line: 204

Thanks and regards
Sascha
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[otrs] OTRS 1.3.2 and PendingJobs.pl

[ml]

Hi all,

I have a little Problem with my PendingJobs.pl. The Cronjob's only Output is

Malformed UTF-8 character (unexpected non-continuation byte 0x72, immediately 
after start byte 0xfc) in substitution (s///) at 
/opt/otrs/Kernel/System/Ticket/Article.pm line 958.
Malformed UTF-8 character (unexpected non-continuation byte 0x72, immediately 
after start byte 0xfc) in substitution (s///) at 
/opt/otrs/Kernel/System/Ticket/Article.pm line 958.

Any ideas of what caused this problem and how to fix it ?

Thanks and regards
Sascha
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[otrs] UTF-8

[ml]

Hi list,

a lot of our customers receive Mail delivery errors from OTRS:

[...]
> Malformed UTF-8 character (unexpected non-continuation byte 0x72, immediately 
> after start byte 0xfc) in substitution (s///) at 
> /opt/otrs/Kernel/System/Ticket/Article.pm line 100.
> Malformed UTF-8 character (unexpected non-continuation byte 0x72, immediately 
> after start byte 0xfc) in substitution (s///) at 
> /opt/otrs/Kernel/System/Ticket/Article.pm line 100.
[...]

Is there any way to tell OTRS to not send this kind of error reports ?
The mails are delivered to OTRS.

Thanks and regards
Sascha
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