[otrs] Enable ticket generated time in search option

[BipinDas]

Hi
Is there any option to add ticket generated time in the search option. I 
would like to get the generated time instead of total age of the ticket 
in the ticket


--
Greetings...
___
Bipin Das
Spectrum Softtech Solutions,
0484-4082000

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[otrs] Unable to Change Ticket State when adding Notes

[Alo Anesi]

Sorry, resubmitting 
because I didn't change the subject when replying.
I have searched SysConfig, and I can't seem to find the place to 
Agents to set the next ticket state when adding a note.
There's a checkmark on 
Ticket::Frontend::AgentTicketNote###StateType in Ticket -> 
Frontend::Agent::Ticket::ViewNote, but I don't see the option when I add a note. 
The only fields are Subject, Options, Text, Attachment, Note type and Time 
units.
I've checked the .dtl files and they have the block for 
it.
- Alo
 
---
Aloiamoa Anesi, Jr.
Network Operations Engineer
Blue Sky Communications
478 Laufou Shopping Ctr

Pago Pago, American Samoa 
96799
--

Ph: +1.684.699.2759 ext 
1098
Cell: +1.684.258.1098
VoIP Business Hours: [EMAIL PROTECTED]
VoIP After Hours: [EMAIL PROTECTED]
 
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RE: [otrs] Add a field to Customers

[Alo Anesi]

I have searched SysConfig, and I can't seem to find the place to Agents
to set the next ticket state when adding a note.

There's a checkmark on Ticket::Frontend::AgentTicketNote###StateType in
Ticket -> Frontend::Agent::Ticket::ViewNote, but I don't see the option
when I add a note. The only fields are Subject, Options, Text,
Attachment, Note type and Time units.

I've checked the .dtl files and they have the block for it.

- Alo


---
Aloiamoa Anesi, Jr.
Network Operations Engineer
Blue Sky Communications
478 Laufou Shopping Ctr
Pago Pago, American Samoa 96799
--
Ph: +1.684.699.2759 ext 1098
Cell: +1.684.258.1098
VoIP Business Hours: [EMAIL PROTECTED]
VoIP After Hours: [EMAIL PROTECTED]
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RE: [otrs] Add a field to Customers

[Jase Critchley]

View the OTRS doc at http://doc.otrs.org/2.1/en/html/ and read through
section 9.4.3.

It shows you how to:

* Add fields into the customer_user table
* Include additional field in Customer Self Registration
* Include additional field in the default.pm file.

It's pretty simple, however there is a field already called CustomerID.
If you have multiple users with the same CustomerID then they can see
each others tickets.

i.e. User 1 and User 2 with the CustomerID of 'TestCompany'. Test 1 can
see Test 2 tickets and vice versa.

Good Luck,
Jase Critchley
Technical Director
SwitchSupport
Tel: 0845 094 0810
Mob: 0789 444 2068
w: http://www.switchsupport.co.uk
e: [EMAIL PROTECTED]




-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Alo Anesi
Sent: 02 November 2006 19:54
To: User questions and discussions about OTRS.org
Subject: [otrs] Add a field to Customers

I would like to add a field to the Customer user for the Company they
are associated with.

Is there a way to do this?

Thanks,
Alo 


---
Aloiamoa Anesi, Jr.
Network Operations Engineer
Blue Sky Communications
478 Laufou Shopping Ctr
Pago Pago, American Samoa 96799
--
Ph: +1.684.699.2759 ext 1098
Cell: +1.684.258.1098
VoIP Business Hours: [EMAIL PROTECTED] VoIP After Hours:
[EMAIL PROTECTED]

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[otrs] Customer Time zone - Customer LDAP source

[Frank Wakelin]

My apologies if 
this questions has been answered before, I'm new to the 
list.
 
We're using the 
time zone function with OTRS and it is working well with regards to the 
agents.  There is a problem however with the users (customers).  Is 
there any way to set the time zone of a customer when using an LDAP 
backed?  I would like to read the "city" of the customer and set the time 
zone based on it.  If that's not possible is there a way to set at least a 
single time zone for the customer.pl pages?




  
  

  


  

  
Frank 
WakelinManager, 
Network/Telephony Services

  
100 - 814 Richards 
St.Vancouver, BCV6B 
3A7

  
Telephone: (604) 
661-7906Mobile: (778) 229-9461Fax: (604) 661-7996[EMAIL PROTECTED]Confidentiality Warning:This message and any attachments are intended only for the use of the intended recipients (otrs@otrs.org), are confidential, and may be privileged. If you are not the intended recipient, you are hereby notified that any review, retransmission, conversion to hard copy, copying, circulation or other use of this message and any attachments is strictly prohibited. If you are not the intended recipient, please notify the sender (Frank Wakelin) immediately by return e-mail, and delete this message and any attachments from your system. Thank you.
Information Confidentielle:Le present message, ainsi que tout fichier qui y est joint, est envoye a l'intention exclusive de son ou de ses destinataires (otrs@otrs.org); il est de nature confidentielle et peut constituer une information privilegiee. Nous avertissons toute personne autre que le destinataire prevu que tout examen, reacheminement, impression, copie, distribution ou autre utilisation de ce message et de tout fichier qui y est joint est strictement interdit. Si vous n'etes pas le destinataire prevu, veuillez en aviser immediatement l'expediteur (Frank Wakelin) par retour de courriel et supprimer ce message et tout document joint de votre systeme. Merci
 
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Re: [otrs] Notify new owner of ticket?

[Terry Dobbs]

I know that, but it still does not help me. Under preferences a user can 
select:
New ticket notification, Follow up notification, Ticket lock timeout 
notification, Move notification.


A user can not select Owner Update notification even though under the 
"Notifications" link in the Admin area there is a en:Agent:OwnerUpdate 
notification you can edit.


All I want is to be emailed when someone makes you owner of a ticket. Which 
looks like the en:Agent:OwnerUpdate notification, however there doesnt seem 
to be a place for a user to enable this notification, as under preferences 
you only see the options listed above...


- Original Message - 
From: "Nils Breunese (Lemonbit)" <[EMAIL PROTECTED]>

To: "User questions and discussions about OTRS.org" 
Sent: Thursday, November 02, 2006 12:14 PM
Subject: Re: [otrs] Notify new owner of ticket?



Terry Dobbs wrote:


To elaborate more...

The options in Preference I see are:
Move notification, ticket lock timeout notification, follow up 
notification, new ticket notification.


I want an agent to be notified when I assign them as the owner of a 
ticket. I have found OTRS to be very intuitive and have tweaked 
Sysconfig to make it robust as I want, however I cant seem to  figure out 
this very simple problem..


The manual says: "Via their preferences agents and customers can  select 
the system events for notifications." And that's just like it  is: the 
agent logs in, goes to his preferences and selects which  notifications 
(s)he wants to receive.


Nils Breunese.
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[otrs] Add a field to Customers

[Alo Anesi]

I would like to add a field to the Customer user for the Company they
are associated with.

Is there a way to do this?

Thanks,
Alo 


---
Aloiamoa Anesi, Jr.
Network Operations Engineer
Blue Sky Communications
478 Laufou Shopping Ctr
Pago Pago, American Samoa 96799
--
Ph: +1.684.699.2759 ext 1098
Cell: +1.684.258.1098
VoIP Business Hours: [EMAIL PROTECTED]
VoIP After Hours: [EMAIL PROTECTED]

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RE: [otrs] Notify new owner of ticket?

[Alo Anesi]

Is there any way to have a user see all tickets regardless of ownership?

Right now, if a ticket is owned by another user, then no one else can
see it.

Thanks,
Alo


---
Aloiamoa Anesi, Jr.
Network Operations Engineer
Blue Sky Communications
478 Laufou Shopping Ctr
Pago Pago, American Samoa 96799
--
Ph: +1.684.699.2759 ext 1098
Cell: +1.684.258.1098
VoIP Business Hours: [EMAIL PROTECTED]
VoIP After Hours: [EMAIL PROTECTED]
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Re: [otrs] Notify new owner of ticket?

[Nils Breunese (Lemonbit)]

Terry Dobbs wrote:


To elaborate more...

The options in Preference I see are:
Move notification, ticket lock timeout notification, follow up  
notification, new ticket notification.


I want an agent to be notified when I assign them as the owner of a  
ticket. I have found OTRS to be very intuitive and have tweaked  
Sysconfig to make it robust as I want, however I cant seem to  
figure out this very simple problem..


The manual says: "Via their preferences agents and customers can  
select the system events for notifications." And that's just like it  
is: the agent logs in, goes to his preferences and selects which  
notifications (s)he wants to receive.


Nils Breunese.
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Re: [otrs] Change number of lines sent in notifications

[Wes Plate]

On 11/2/06 8:14 AM, "Terry Dobbs" wrote:

> In the Admin area click the Notifications link.
> 
> Under the notification you want to edit there should be a line similar to:
> 
> 
> The 16 is the number of lines, just modify it to your liking

That looks easy, thanks!  Agents will thank me.


-- 
Wes Plate
 Automatic Duck, Inc.
  http://www.automaticduck.com


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Re: [otrs] Notify new owner of ticket?

[Terry Dobbs]

Yes, but under notifications there is a en:Agent:OwnerUpdate notification.
All my agents work from the same queue, I just want them notified when 
someone actually makes them owner of a ticket.


It seems there is a notification for it (en:Agent:OwnerUpdate notification), 
I just dont know how to explicitly make put it in production. I dont need a 
notification for every new ticket in the queue, just want to use the 
en:Agent:OwnerUpdate notification.



- Original Message - 
From: "Jeff Lansidel" <[EMAIL PROTECTED]>

To: "User questions and discussions about OTRS.org" 
Sent: Thursday, November 02, 2006 11:18 AM
Subject: Re: [otrs] Notify new owner of ticket?



Under Admin, then click on "Users" you will see the "New Ticket
Notification" setting. This will notify them of any new tickets that 
arrive

in the "Queues" that they are assigned to.

Jeff

On 11/2/06, Terry Dobbs <[EMAIL PROTECTED]> wrote:


I have read it many times, I can access that screen and change how the
notification looks, but how do I actually assign that notification to be
used?


- Original Message -
From: "Nils Breunese (Lemonbit)" <[EMAIL PROTECTED]>
To: "User questions and discussions about OTRS.org" 
Sent: Thursday, November 02, 2006 9:00 AM
Subject: Re: [otrs] Notify new owner of ticket?


> Terry Dobbs wrote:
>
>> I know there is a way to notify the new owner of a ticket, but I  cant
>> find it anywhere. Under "Admin" if I click "Notifications" I  can see
the
>> en:Agent:OwnerUpdate notification. However, I cannot  figure out how 
>> to

>> assign this to a user/queue?
>>
>> Anyone have any idea?
>
> Check out the first sentence of the Notifications chapter (http://
> doc.otrs.org/2.1/en/html/x962.html). :o)
>
> Nils Breunese.
> ___
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> Checked by AVG Free Edition.
> Version: 7.1.409 / Virus Database: 268.13.21/511 - Release Date:
11/1/2006
>
>



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Re: [otrs] Notify new owner of ticket?

[Jeff Lansidel]

Under Admin, then click on "Users" you will see the "New Ticket Notification" setting. This will notify them of any new tickets that arrive in the "Queues" that they are assigned to.Jeff
On 11/2/06, Terry Dobbs <[EMAIL PROTECTED]> wrote:
I have read it many times, I can access that screen and change how thenotification looks, but how do I actually assign that notification to beused?- Original Message -From: "Nils Breunese (Lemonbit)" <
[EMAIL PROTECTED]>To: "User questions and discussions about OTRS.org" Sent: Thursday, November 02, 2006 9:00 AM
Subject: Re: [otrs] Notify new owner of ticket?> Terry Dobbs wrote:>>> I know there is a way to notify the new owner of a ticket, but I  cant>> find it anywhere. Under "Admin" if I click "Notifications" I  can see the
>> en:Agent:OwnerUpdate notification. However, I cannot  figure out how to>> assign this to a user/queue? Anyone have any idea?>> Check out the first sentence of the Notifications chapter (http://
> doc.otrs.org/2.1/en/html/x962.html). :o)>> Nils Breunese.> ___> 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> Support orr consulting for your OTRS system?> => http://www.otrs.com/>>> --> No virus found in this incoming message.
> Checked by AVG Free Edition.> Version: 7.1.409 / Virus Database: 268.13.21/511 - Release Date: 11/1/2006>>--No virus found in this outgoing message.Checked by AVG Free Edition.
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Re: [otrs] Change number of lines sent in notifications

[Terry Dobbs]

In the Admin area click the Notifications link.

Under the notification you want to edit there should be a line similar to:


The 16 is the number of lines, just modify it to your liking

- Original Message - 
From: "Wes Plate" <[EMAIL PROTECTED]>

To: "otrs" 
Sent: Thursday, November 02, 2006 11:10 AM
Subject: [otrs] Change number of lines sent in notifications




In OTRS 1.3.x how do I change the number of lines of a customer response
sent in the agent notification.  Right now it seems to 16 lines (or near
that), but we'd like it to be a very large number so we always see the
entire message.  Where does this get set?  I didn't see it in Config.pm


--
Wes Plate
Automatic Duck, Inc.
 http://www.automaticduck.com


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Fw: [otrs] Notify new owner of ticket?

[Terry Dobbs]

To elaborate more...

The options in Preference I see are:
Move notification, ticket lock timeout notification, follow up notification, 
new ticket notification.


I want an agent to be notified when I assign them as the owner of a ticket. 
I have found OTRS to be very intuitive and have tweaked Sysconfig to make it 
robust as I want, however I cant seem to figure out this very simple 
problem..


- Original Message - 
From: "Terry Dobbs" <[EMAIL PROTECTED]>

To: "User questions and discussions about OTRS.org" 
Sent: Thursday, November 02, 2006 11:08 AM
Subject: Re: [otrs] Notify new owner of ticket?


I have read it many times, I can access that screen and change how the 
notification looks, but how do I actually assign that notification to be 
used?



- Original Message - 
From: "Nils Breunese (Lemonbit)" <[EMAIL PROTECTED]>

To: "User questions and discussions about OTRS.org" 
Sent: Thursday, November 02, 2006 9:00 AM
Subject: Re: [otrs] Notify new owner of ticket?



Terry Dobbs wrote:

I know there is a way to notify the new owner of a ticket, but I  cant 
find it anywhere. Under "Admin" if I click "Notifications" I  can see 
the en:Agent:OwnerUpdate notification. However, I cannot  figure out how 
to assign this to a user/queue?


Anyone have any idea?


Check out the first sentence of the Notifications chapter (http:// 
doc.otrs.org/2.1/en/html/x962.html). :o)


Nils Breunese.
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[otrs] Change number of lines sent in notifications

[Wes Plate]

In OTRS 1.3.x how do I change the number of lines of a customer response
sent in the agent notification.  Right now it seems to 16 lines (or near
that), but we'd like it to be a very large number so we always see the
entire message.  Where does this get set?  I didn't see it in Config.pm


-- 
Wes Plate
 Automatic Duck, Inc.
  http://www.automaticduck.com


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Re: [otrs] Notify new owner of ticket?

[Terry Dobbs]

I have read it many times, I can access that screen and change how the 
notification looks, but how do I actually assign that notification to be 
used?



- Original Message - 
From: "Nils Breunese (Lemonbit)" <[EMAIL PROTECTED]>

To: "User questions and discussions about OTRS.org" 
Sent: Thursday, November 02, 2006 9:00 AM
Subject: Re: [otrs] Notify new owner of ticket?



Terry Dobbs wrote:

I know there is a way to notify the new owner of a ticket, but I  cant 
find it anywhere. Under "Admin" if I click "Notifications" I  can see the 
en:Agent:OwnerUpdate notification. However, I cannot  figure out how to 
assign this to a user/queue?


Anyone have any idea?


Check out the first sentence of the Notifications chapter (http:// 
doc.otrs.org/2.1/en/html/x962.html). :o)


Nils Breunese.
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Re: [otrs] Notify new owner of ticket?

[Nils Breunese (Lemonbit)]

Mamakwa M. Sefiri wrote:


I once had the same problem, Queue Management and make customer State
Notify to be YES


Terry was asking about agent notifications, so I don't think that  
will help.


Nils Breunese.


-Original Message-
From: Nils Breunese (Lemonbit) [mailto:[EMAIL PROTECTED]
Sent: 02 November 2006 04:00 PM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Notify new owner of ticket?

Terry Dobbs wrote:


I know there is a way to notify the new owner of a ticket, but I
cant find it anywhere. Under "Admin" if I click "Notifications" I
can see the en:Agent:OwnerUpdate notification. However, I cannot
figure out how to assign this to a user/queue?

Anyone have any idea?


Check out the first sentence of the Notifications chapter (http://
doc.otrs.org/2.1/en/html/x962.html). :o)

Nils Breunese.



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RE: [otrs] Notify new owner of ticket?

[Mamakwa M. Sefiri]

I once had the same problem, Queue Management and make customer State
Notify to be YES

-Original Message-
From: Nils Breunese (Lemonbit) [mailto:[EMAIL PROTECTED] 
Sent: 02 November 2006 04:00 PM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Notify new owner of ticket?

Terry Dobbs wrote:

> I know there is a way to notify the new owner of a ticket, but I  
> cant find it anywhere. Under "Admin" if I click "Notifications" I  
> can see the en:Agent:OwnerUpdate notification. However, I cannot  
> figure out how to assign this to a user/queue?
>
> Anyone have any idea?

Check out the first sentence of the Notifications chapter (http:// 
doc.otrs.org/2.1/en/html/x962.html). :o)

Nils Breunese.
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Re: [otrs] Notify new owner of ticket?

[Nils Breunese (Lemonbit)]

Terry Dobbs wrote:

I know there is a way to notify the new owner of a ticket, but I  
cant find it anywhere. Under "Admin" if I click "Notifications" I  
can see the en:Agent:OwnerUpdate notification. However, I cannot  
figure out how to assign this to a user/queue?


Anyone have any idea?


Check out the first sentence of the Notifications chapter (http:// 
doc.otrs.org/2.1/en/html/x962.html). :o)


Nils Breunese.
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[otrs] Notify new owner of ticket?

[Terry Dobbs]

I know there is a way to notify the new owner of a ticket, but I cant find 
it anywhere. Under "Admin" if I click "Notifications" I can see the 
en:Agent:OwnerUpdate notification. However, I cannot figure out how to 
assign this to a user/queue?


Anyone have any idea? 




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[otrs] createing links

[Petar Kazakov]

Hi, I have hard time with creating links.

I want to create a link to url or file, and till now …
no luck.

Can I create a link to some url or something else
then another ticket?

And if I can, can you tell me how ?

 

Peter

 






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[otrs] riminders

[Mamakwa M. Sefiri]

Good day

 

Is it possible to have reminders on the calendar? I book
equipment using the OTRS calendar, so need to get reminders on the bookings.

 

Thanks

Mamakwa

 

 






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Re: [otrs] Installation on Windows when Apache is already installed

[Paul Puschmann]

On Tue, Oct 31, 2006 at 03:04:49PM -0500, Gary Feldman wrote:
> I've searched the archives, and discovered that this question has been 
> asked before but never answered:  How does one install OTRS if Apache 
> (and other prerequisites) are already installed?
> 
> There's one note that's a couple of years old that claims it's not a 
> problem, but when I run the 2.1.1 Windows installer, I get
> 
>"Found the installed service Apache2.  Installation aborted.  Please 
> remove the services
>Apache, MySQL, Perl, and Cron before continuing."
> 
> Obviously, removing such services is unacceptable, since the reason 
> they're there is that other systems on the server rely on them.
> 
> Do the OTRS developers consider this a bug in the installer?  My opinion 
> is yes; an installation kit could choose to require them as 
> prerequisites, but it should never prohibit existing installations, and 
> nor should it try to install them itself without going through the 
> native installers for the various products.
> 
On Windows such "cross-installs" aren't that easy.
Please try a .zip / tar.gz and configure Apache on your own.

Paul
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