RE: [otrs] Upgrading 2.1.4 to 2.1.6...
Yes, I did.. Stopped OTRS stopped Apache ran the 2.1.6 rpm started Apache started OTRS Done Regards, Peter -Oorspronkelijk bericht- Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens David Wojciechowski Verzonden: donderdag 8 maart 2007 4:07 Aan: User questions and discussions about OTRS.org Onderwerp: RE: [otrs] Upgrading 2.1.4 to 2.1.6... Anyone use the rpm directly over 2.1.5? Any issues? -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Kate Goodwin Sent: Wednesday, March 07, 2007 10:02 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Upgrading 2.1.4 to 2.1.6... Hi Jeff - I think you should refer to the UPGRADING doc in the installation package - this appears to outline all the procedures you should follow in the upgrade. Please report back about how you go, as I am looking to do this also. Regards Kate Jeff Shepherd wrote: Is there any special methods that I need to be aware of before I upgrade my install of OTRS from 2.1.4 to 2.1.6? -Jeff ___ 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/ ___ 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/ ___ 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/
[otrs] AW: AW:Markus Nagel
Hello Markus, I wasn't able to try this until today. It works, vielen dank! Mit Freundlichen Grüßen aus Köln :) Tabitha Stang cleverbridge AG -Ursprüngliche Nachricht- Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von EDV Tekomedia Gesendet: Freitag, 2. März 2007 13:34 An: User questions and discussions about OTRS.org Betreff: Re: AW: [otrs] top posting Hello Tabitha, I think you should take a look at the following Sysconfig entry: Sysconfig - Ticket - Frontend::Agent::Ticket::ViewCompose and here at Ticket::Frontend::ResponseFormat This should be the config part where you can edit your response format. For me it worked Greetings EDV Tekomedia Markus Nagel Tekomedia GmbH Castroper Str.12 D-44791 Bochum T: +49 (0)234 8939-0 F: +49 (0)234 8939-28 --- Tekomedia GmbH Castroper Str. 12, 44791 Bochum Reg.-gericht Bochum HRB 6537 St.- Nr.: 306 5867 0873 Geschäftsführung: Hans-Günter Oberlindober Tabitha Stang schrieb: Hi, Im using pre-canned responses (using the response part of the admin section of OTRS), but it would be good to know how to modify all three in case I use the other two in the future. Thanks! Tabitha *Von:* [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] *Im Auftrag von *Salvador Manzo *Gesendet:* Donnerstag, 1. März 2007 19:49 *An:* User questions and discussions about OTRS.org *Betreff:* Re: [otrs] top posting Tabitha, Are you using pre-canned responses, auto-responses or notifications? Those are the three possible areas where you would need to modify the response template, I believe. On 3/1/07 06:13, Tabitha Stang [EMAIL PROTECTED] wrote: Hi, My company is evaluating OTRS for use. Unfortunately Ive run into a major problem. When I answer a test mail, the format is so: = [salutation I created] /[body of the customer mail] / [OTRS response that I chose] [OTRS predefined signature I created] = We need the format order to be top-posted as below: = [salutation I created] [OTRS response that I chose] [OTRS predefined signature I created] /[body of the customer mail] /= How do we change this? Thanks! Tabitha Stang cleverbridge AG ___ 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/ -- *Salvador Manzo* [ 620 W. 35th St Los Angeles, CA 90089 *e. [EMAIL PROTECTED] ] Auxiliary Services IT, Datacenter University of Southern California 818-612-5112 /The secret of happiness is freedom, and the secret of freedom is courage. /*Pericles' *Funeral Oration (431 BC) ___ 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/ Virus checked by G DATA AntiVirusKit ___ 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/ ___ 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/
[otrs] removing ticket value from subject line
Hi, I've been looking through the sysconfig, but haven't been able to figure this out. When I compose an answer, the subject line automatically gets a ticket number, like this: Re: [Ticket#200702201089] Software I would like it to have no ticket number, like this: Re: Software How do I change this? Thank you! Tabitha ___ 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/
Re: [otrs] Upgrading 2.1.4 to 2.1.6...
David Wojciechowski wrote: Anyone use the rpm directly over 2.1.5? Yes. Any issues? No. Nils Breunese. PGP.sig Description: Dit deel van het bericht is digitaal ondertekend ___ 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/
[otrs] Passwords
Hi How to implement a password policy ? We have a lot og users in the otrs, all with the same password (stupid, YES i know) But now to make a password policy, that will force new users to be created with a good strong password, and how to get existing users to change the weak password? Med venlig hilsen Michael Dahl Teknisk support konsulent Tlf. +45 9934 9871 Tlf. +45 2249 1227 [EMAIL PROTECTED] __ AM Production Riihimækivej 6 DK-9200 Aalborg SV Tlf. +45 99 34 98 00 Fax +45 99 34 98 01 [EMAIL PROTECTED] www.amproduction.dk ___ 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/
[otrs] adding customer last names to responses
Hi, In my salutations, I would like to say the German equivalent of Dear Mr. [lastname] and have the lastname automatically inserted. It doesn't seem to be reading the last name when I use the option OTRS_CUSTOMER_LASTNAME. Is this wrong? Procedure that I'm using: - Setup signature with body Sehr geehrter Herr OTRS_CUSTOMER_LASTNAME - Reply to message (for example a message from: 'Tabitha Stang' [EMAIL PROTECTED]) As a result, I get Sehr geehrter Herr -, when it should say Sehr geehrter Herr Stang. How do I fix this? Thanks so much! Tabitha ___ 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/
Re: [otrs] adding customer last names to responses
Hello Tabitha, try OTRS_CUSTOMER_UserLastname instead. At least, it is OTRS_CUSTOMER_UserFirstname when you want to use just the firstname as salutation, so I gues it should be OTRS_CUSTOMER_UserLastname when you want to use the last name. Greetings EDV Tekomedia Markus Nagel Tekomedia GmbH Castroper Str.12 D-44791 Bochum T: +49 (0)234 8939-0 F: +49 (0)234 8939-28 --- Tekomedia GmbH Castroper Str. 12, 44791 Bochum Reg.-gericht Bochum HRB 6537 St.- Nr.: 306 5867 0873 Geschäftsführung: Hans-Günter Oberlindober Tabitha Stang schrieb: Hi, In my salutations, I would like to say the German equivalent of “Dear Mr. [lastname]” and have the lastname automatically inserted. It doesn’t seem to be reading the last name when I use the option OTRS_CUSTOMER_LASTNAME. Is this wrong? Procedure that I’m using: - Setup signature with body “Sehr geehrter Herr OTRS_CUSTOMER_LASTNAME” - Reply to message (for example a message from: ’Tabitha Stang’ [EMAIL PROTECTED] mailto:[EMAIL PROTECTED]) As a result, I get “Sehr geehrter Herr -,” when it should say “Sehr geehrter Herr Stang”. How do I fix this? Thanks so much! Tabitha ___ 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/ Virus checked by G DATA AntiVirusKit Version: AVK 17.3139 from 08.03.2007 Virus news: www.antiviruslab.com ___ 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/
Re: [otrs] removing ticket value from subject line
Hello Tabitha, I don't think that it is intended to be changed, because the Ticket Number is the identifier of the ticket. As far as I can see, it is not integrated in the headers of the answering mail, so if you don't answer with the Ticket Number, danger is very great that every answer of the customer is treated as a new ticket instead of being attached to the existing one. I wouldn't do so. Greetings EDV Tekomedia Markus Nagel Tekomedia GmbH Castroper Str.12 D-44791 Bochum T: +49 (0)234 8939-0 F: +49 (0)234 8939-28 --- Tekomedia GmbH Castroper Str. 12, 44791 Bochum Reg.-gericht Bochum HRB 6537 St.- Nr.: 306 5867 0873 Geschäftsführung: Hans-Günter Oberlindober Tabitha Stang schrieb: Hi, I’ve been looking through the sysconfig, but haven’t been able to figure this out. When I compose an answer, the subject line automatically gets a ticket number, like this: Re: [Ticket#200702201089] Software I would like it to have no ticket number, like this: Re: Software How do I change this? Thank you! Tabitha ___ 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/ Virus checked by G DATA AntiVirusKit Version: AVK 17.3139 from 08.03.2007 Virus news: www.antiviruslab.com ___ 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/
Re: [otrs] States and State Types
At 04:13 AM 3/8/2007, you wrote: All tickets can be accessed in a couple of different ways. You can for instance find tickets through the search function or view all tickets for a particular client when clicking their CustomerID-link. OK, so closed tickets will always show up under the tickets for a particular customer, or you could, for example, search for all closed tickets for a specific date range, or by ticket number? That seems pretty reasonable. OTRS has a don't remove anything philosophy, which makes it easy to guarantee you don't end up with an inconsistent database. You don't remove a customer for instance, but you set it to invalid instead so you can keep the tickets without having a bunch of tickets without an associated customer. At our company we did however set up a Junk queue for trashing spam tickets. We set up a GenericAgent job that removes all tickets from the Junk queue every five minutes, so when you want to delete a spam ticket you just move it into the Junk queue. So, the 'removed' status applies to these deleted tickets? Is there some info that is retained on these that can be accessed through the search? Or is the entire ticket kept in the database, just not generally displayed anywhere through the web interface? (Not that I'm sure why I would want to access them. Maybe to blacklist the email addresses.) John Blumel ___ 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/
Re: [otrs] Upgrading 2.1.4 to 2.1.6...
Thanks! I did exactly that, everything ran fine! I was just making sure that there were no special things that needed to be done before the upgrade. The announcement just said to upgrade without any information if it was a blind upgrade or if there were steps that needed to be taken. Thanks again! -Jeff Beugen, Peter van wrote: Yes, I did.. Stopped OTRS stopped Apache ran the 2.1.6 rpm started Apache started OTRS Done Regards, Peter -Oorspronkelijk bericht- Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens David Wojciechowski Verzonden: donderdag 8 maart 2007 4:07 Aan: User questions and discussions about OTRS.org Onderwerp: RE: [otrs] Upgrading 2.1.4 to 2.1.6... Anyone use the rpm directly over 2.1.5? Any issues? -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Kate Goodwin Sent: Wednesday, March 07, 2007 10:02 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Upgrading 2.1.4 to 2.1.6... Hi Jeff - I think you should refer to the UPGRADING doc in the installation package - this appears to outline all the procedures you should follow in the upgrade. Please report back about how you go, as I am looking to do this also. Regards Kate Jeff Shepherd wrote: Is there any special methods that I need to be aware of before I upgrade my install of OTRS from 2.1.4 to 2.1.6? -Jeff ___ 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/ ___ 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/ ___ 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/ ___ 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/
Re: [otrs] removing ticket value from subject line
Hi Tabitha, You can always shorted the ticket number so that you don't have one that takes up the whole subject line. That's what I did. It also makes it easier to get from customers over the phone and agent-to-agent communication as well. -Jeff EDV Tekomedia wrote: Hello Tabitha, I don't think that it is intended to be changed, because the Ticket Number is the identifier of the ticket. As far as I can see, it is not integrated in the headers of the answering mail, so if you don't answer with the Ticket Number, danger is very great that every answer of the customer is treated as a new ticket instead of being attached to the existing one. I wouldn't do so. Greetings EDV Tekomedia Markus Nagel Tekomedia GmbH Castroper Str.12 D-44791 Bochum T: +49 (0)234 8939-0 F: +49 (0)234 8939-28 --- Tekomedia GmbH Castroper Str. 12, 44791 Bochum Reg.-gericht Bochum HRB 6537 St.- Nr.: 306 5867 0873 Geschäftsführung: Hans-Günter Oberlindober Tabitha Stang schrieb: Hi, I’ve been looking through the sysconfig, but haven’t been able to figure this out. When I compose an answer, the subject line automatically gets a ticket number, like this: Re: [Ticket#200702201089] Software I would like it to have no ticket number, like this: Re: Software How do I change this? Thank you! Tabitha ___ 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/ Virus checked by G DATA AntiVirusKit Version: AVK 17.3139 from 08.03.2007 Virus news: www.antiviruslab.com ___ 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/ ___ 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/
Re: [otrs] adding customer last names to responses
Actually, Tabitha is right. You can't use OTRS_CUSTOMER_USERFIRSTNAME or OTRS_CUSTOMER_USERLASTNAME. Neither work for me on OTRS 2.1.6. I just get Hello -, without any name displayed with either option at all. The only one that works is OTRS_CUSTOMER_REALNAME. Any other thoughts? -Jeff EDV Tekomedia wrote: Hello Tabitha, try OTRS_CUSTOMER_UserLastname instead. At least, it is OTRS_CUSTOMER_UserFirstname when you want to use just the firstname as salutation, so I gues it should be OTRS_CUSTOMER_UserLastname when you want to use the last name. Greetings EDV Tekomedia Markus Nagel Tekomedia GmbH Castroper Str.12 D-44791 Bochum T: +49 (0)234 8939-0 F: +49 (0)234 8939-28 --- Tekomedia GmbH Castroper Str. 12, 44791 Bochum Reg.-gericht Bochum HRB 6537 St.- Nr.: 306 5867 0873 Geschäftsführung: Hans-Günter Oberlindober Tabitha Stang schrieb: Hi, In my salutations, I would like to say the German equivalent of “Dear Mr. [lastname]” and have the lastname automatically inserted. It doesn’t seem to be reading the last name when I use the option OTRS_CUSTOMER_LASTNAME. Is this wrong? Procedure that I’m using: - Setup signature with body “Sehr geehrter Herr OTRS_CUSTOMER_LASTNAME” - Reply to message (for example a message from: ’Tabitha Stang’ [EMAIL PROTECTED] mailto:[EMAIL PROTECTED]) As a result, I get “Sehr geehrter Herr -,” when it should say “Sehr geehrter Herr Stang”. How do I fix this? Thanks so much! Tabitha ___ 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/ Virus checked by G DATA AntiVirusKit Version: AVK 17.3139 from 08.03.2007 Virus news: www.antiviruslab.com ___ 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/ ___ 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/
Re: [otrs] adding customer last names to responses
Hello Jeff, well, sory, but for me it works. We are talking about salutation, aren't we? I don't know if the variables need to be case sensitive, but it works for me with OTRS_CUSTOMER_UserFirstname , OTRS_CUSTOMER_UserLastname and OTRS_CUSTOMER_REALNAME. Working on otrs 2.1.6 constantly upgraded since version 1.0.3 or sth. Greetings EDV Tekomedia Markus Nagel Tekomedia GmbH Castroper Str.12 D-44791 Bochum T: +49 (0)234 8939-0 F: +49 (0)234 8939-28 --- Tekomedia GmbH Castroper Str. 12, 44791 Bochum Reg.-gericht Bochum HRB 6537 St.- Nr.: 306 5867 0873 Geschäftsführung: Hans-Günter Oberlindober Jeff Shepherd schrieb: Actually, Tabitha is right. You can't use OTRS_CUSTOMER_USERFIRSTNAME or OTRS_CUSTOMER_USERLASTNAME. Neither work for me on OTRS 2.1.6. I just get Hello -, without any name displayed with either option at all. The only one that works is OTRS_CUSTOMER_REALNAME. Any other thoughts? -Jeff EDV Tekomedia wrote: Hello Tabitha, try OTRS_CUSTOMER_UserLastname instead. At least, it is OTRS_CUSTOMER_UserFirstname when you want to use just the firstname as salutation, so I gues it should be OTRS_CUSTOMER_UserLastname when you want to use the last name. Greetings EDV Tekomedia Markus Nagel Tekomedia GmbH Castroper Str.12 D-44791 Bochum T: +49 (0)234 8939-0 F: +49 (0)234 8939-28 --- Tekomedia GmbH Castroper Str. 12, 44791 Bochum Reg.-gericht Bochum HRB 6537 St.- Nr.: 306 5867 0873 Geschäftsführung: Hans-Günter Oberlindober Tabitha Stang schrieb: Hi, In my salutations, I would like to say the German equivalent of “Dear Mr. [lastname]” and have the lastname automatically inserted. It doesn’t seem to be reading the last name when I use the option OTRS_CUSTOMER_LASTNAME. Is this wrong? Procedure that I’m using: - Setup signature with body “Sehr geehrter Herr OTRS_CUSTOMER_LASTNAME” - Reply to message (for example a message from: ’Tabitha Stang’ [EMAIL PROTECTED] mailto:[EMAIL PROTECTED]) As a result, I get “Sehr geehrter Herr -,” when it should say “Sehr geehrter Herr Stang”. How do I fix this? Thanks so much! Tabitha ___ 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/ Virus checked by G DATA AntiVirusKit Version: AVK 17.3139 from 08.03.2007 Virus news: www.antiviruslab.com ___ 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/ ___ 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/ Virus checked by G DATA AntiVirusKit Version: AVK 17.3140 from 08.03.2007 Virus news: www.antiviruslab.com ___ 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/
[otrs] Database question
Hello, I'm afraid there will be more of these questions coming.. In table ticket it seems there is no link to the user table, there is only customer_user and customer_user_id. Both of the field are varchar's and don't link to user.id. That surprised me, what happens if I rename the account. Are the tickets that where created under the old name lo longer linked, or are they updated by otrs if I rename the account? Why not link to the user.id? Bas ___ 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/
Re: [otrs] removing ticket value from subject line
Jeff, How would you go about shortening it? I'm currently vacillating between using the full ticket number (I'm using timestamped tickets) or the ticket ID. I've already got some tickets in the system, and am not sure if I can flip that particular setting to incremental without doing harm to the database. On 3/8/07 08:27, Jeff Shepherd [EMAIL PROTECTED] wrote: Hi Tabitha, You can always shorted the ticket number so that you don't have one that takes up the whole subject line. That's what I did. It also makes it easier to get from customers over the phone and agent-to-agent communication as well. -Jeff EDV Tekomedia wrote: Hello Tabitha, I don't think that it is intended to be changed, because the Ticket Number is the identifier of the ticket. As far as I can see, it is not integrated in the headers of the answering mail, so if you don't answer with the Ticket Number, danger is very great that every answer of the customer is treated as a new ticket instead of being attached to the existing one. I wouldn't do so. Greetings EDV Tekomedia Markus Nagel Tekomedia GmbH Castroper Str.12 D-44791 Bochum T: +49 (0)234 8939-0 F: +49 (0)234 8939-28 --- Tekomedia GmbH Castroper Str. 12, 44791 Bochum Reg.-gericht Bochum HRB 6537 St.- Nr.: 306 5867 0873 Geschäftsführung: Hans-Günter Oberlindober Tabitha Stang schrieb: Hi, I¹ve been looking through the sysconfig, but haven¹t been able to figure this out. When I compose an answer, the subject line automatically gets a ticket number, like this: Re: [Ticket#200702201089] Software I would like it to have no ticket number, like this: Re: Software How do I change this? Thank you! Tabitha ___ 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/ Virus checked by G DATA AntiVirusKit Version: AVK 17.3139 from 08.03.2007 Virus news: www.antiviruslab.com ___ 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/ ___ 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/ --- Salvador Manzo [ 620 W. 35th St Los Angeles, CA 90089 e. [EMAIL PROTECTED] ] Auxiliary Services IT, Datacenter University of Southern California 818-612-5112 ___ 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/
Re: [otrs] States and State Types
John Blumel wrote: At 04:13 AM 3/8/2007, you wrote: All tickets can be accessed in a couple of different ways. You can for instance find tickets through the search function or view all tickets for a particular client when clicking their CustomerID-link. OK, so closed tickets will always show up under the tickets for a particular customer, or you could, for example, search for all closed tickets for a specific date range, or by ticket number? That seems pretty reasonable. Yes, that's correct. OTRS has a don't remove anything philosophy, which makes it easy to guarantee you don't end up with an inconsistent database. You don't remove a customer for instance, but you set it to invalid instead so you can keep the tickets without having a bunch of tickets without an associated customer. At our company we did however set up a Junk queue for trashing spam tickets. We set up a GenericAgent job that removes all tickets from the Junk queue every five minutes, so when you want to delete a spam ticket you just move it into the Junk queue. So, the 'removed' status applies to these deleted tickets? Is there some info that is retained on these that can be accessed through the search? Or is the entire ticket kept in the database, just not generally displayed anywhere through the web interface? (Not that I'm sure why I would want to access them. Maybe to blacklist the email addresses.) No, the tickets are physically removed from the database when deleted from the Junk queue by the GenericAgent job we set up. There is no 'removed' status. Maybe you just need to try the demo system (http://otrs.org/demo/) or set up a demo system for yourself? :o) Nils Breunese. PGP.sig Description: Dit deel van het bericht is digitaal ondertekend ___ 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/
[otrs] UI text change
I was wondering if there is an easy way to change the label on the Customer Comment field, throughout the Web UI, from Comment to Phone Number? If not, what's the best hard way? John Blumel ___ 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/
Re: [otrs] removing ticket value from subject line
Hi, Do it now while you can. I implemented it about a month after the system was running and it did mess things up a bit. Not too bad though, a lot of ticket merging had to happen. Under the Admin section, go to SysConfig. Then, from the pull down menu under Group Selection, select Ticket and then click Show. Click on Core::Ticket. Scroll down to Ticket::NumberGenerator and select AutoIncrement. This will make the tickets only 7 characters. There is an explanation there as well. Hope that helps. Jeff Shepherd Technical Specialist [EMAIL PROTECTED] TEL: 480-505-0488 x223 FAX: 480-505-0492 Success usually comes to those who are too busy to be looking for it - Henry David Thoreau (1817-1862) Salvador Manzo wrote: Jeff, How would you go about shortening it? I'm currently vacillating between using the full ticket number (I'm using timestamped tickets) or the ticket ID. I've already got some tickets in the system, and am not sure if I can flip that particular setting to incremental without doing harm to the database. On 3/8/07 08:27, Jeff Shepherd [EMAIL PROTECTED] wrote: Hi Tabitha, You can always shorted the ticket number so that you don't have one that takes up the whole subject line. That's what I did. It also makes it easier to get from customers over the phone and agent-to-agent communication as well. -Jeff EDV Tekomedia wrote: Hello Tabitha, I don't think that it is intended to be changed, because the Ticket Number is the identifier of the ticket. As far as I can see, it is not integrated in the headers of the answering mail, so if you don't answer with the Ticket Number, danger is very great that every answer of the customer is treated as a new ticket instead of being attached to the existing one. I wouldn't do so. Greetings EDV Tekomedia Markus Nagel Tekomedia GmbH Castroper Str.12 D-44791 Bochum T: +49 (0)234 8939-0 F: +49 (0)234 8939-28 --- Tekomedia GmbH Castroper Str. 12, 44791 Bochum Reg.-gericht Bochum HRB 6537 St.- Nr.: 306 5867 0873 Geschäftsführung: Hans-Günter Oberlindober Tabitha Stang schrieb: Hi, I¹ve been looking through the sysconfig, but haven¹t been able to figure this out. When I compose an answer, the subject line automatically gets a ticket number, like this: Re: [Ticket#200702201089] Software I would like it to have no ticket number, like this: Re: Software How do I change this? Thank you! Tabitha ___ 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/ Virus checked by G DATA AntiVirusKit Version: AVK 17.3139 from 08.03.2007 Virus news: www.antiviruslab.com ___ 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/ ___ 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/ --- Salvador Manzo [ 620 W. 35th St € Los Angeles, CA 90089 e. [EMAIL PROTECTED] ] Auxiliary Services IT, Datacenter University of Southern California 818-612-5112 ___ 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/ ___ 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/
[otrs] Search address book problem
Hi, I just updated to the latest version, 2.1.6. One of my users said that when he is doing a search for a customer in the address book the information doesn't pop up anymore. I looked at this problem and from what I can tell is that perhaps the earlier versions searched on all fields in the CustomerDB (i.e. the whole email address) and the later versions only searches in the name portion and the Customer ID. Can somebody verify this and if so, how can I change this behavior. Thanks, - Swen ___ 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/
[otrs] Re: otrs Digest, Vol 44, Issue 18
Is anybody using Jaspr reports for OTRS reporting? Jasper reports is an open source, Java based reporting toolset: http://jasperforge.org/sf/projects/jasperreports I've heard of it... frankly, though, for reporting, and many simple apps, nothing beats CFML for productivity. I use the BlueDragon server for simple stuff like this. I just created my first (useless) report, If you're looking for useless reports, I've got 'em by the truckload :-) The very useful feature would be that people can start contributing reports for other people to use, A report repository would be awesome... but not everyone will want to use Jasper. So in addition to the product specific definition, Now I need to start looking at the otrs schema and build some real useful reports Documenting the report/schema SQL used would be useful to post, too. That would permit easy migration to other reporting tools, and actually represents most of the development effort! Mike Morris The Music Place 1617 Willowhurst Avenue San Jose, CA 95125 (408) 445-ARTS (2787) Your Free Quote: A government big enough to give you everything you want is also big enough to take everything you have. - Gerald Ford ___ 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/
RE: [otrs] removing ticket value from subject line
Wonderful, thank you. We've only entered about two dozen tickets so far, so it shouldn't be too bad. -Original Message- From: Jeff Shepherd [EMAIL PROTECTED] To: User questions and discussions about OTRS.org otrs@otrs.org Sent: 3/8/2007 10:30 AM Subject: Re: [otrs] removing ticket value from subject line Hi, Do it now while you can. I implemented it about a month after the system was running and it did mess things up a bit. Not too bad though, a lot of ticket merging had to happen. Under the Admin section, go to SysConfig. Then, from the pull down menu under Group Selection, select Ticket and then click Show. Click on Core::Ticket. Scroll down to Ticket::NumberGenerator and select AutoIncrement. This will make the tickets only 7 characters. There is an explanation there as well. Hope that helps. Jeff Shepherd Technical Specialist [EMAIL PROTECTED] TEL: 480-505-0488 x223 FAX: 480-505-0492 Success usually comes to those who are too busy to be looking for it - Henry David Thoreau (1817-1862) Salvador Manzo wrote: Jeff, How would you go about shortening it? I'm currently vacillating between using the full ticket number (I'm using timestamped tickets) or the ticket ID. I've already got some tickets in the system, and am not sure if I can flip that particular setting to incremental without doing harm to the database. On 3/8/07 08:27, Jeff Shepherd [EMAIL PROTECTED] wrote: Hi Tabitha, You can always shorted the ticket number so that you don't have one that takes up the whole subject line. That's what I did. It also makes it easier to get from customers over the phone and agent-to-agent communication as well. -Jeff EDV Tekomedia wrote: Hello Tabitha, I don't think that it is intended to be changed, because the Ticket Number is the identifier of the ticket. As far as I can see, it is not integrated in the headers of the answering mail, so if you don't answer with the Ticket Number, danger is very great that every answer of the customer is treated as a new ticket instead of being attached to the existing one. I wouldn't do so. Greetings EDV Tekomedia Markus Nagel Tekomedia GmbH Castroper Str.12 D-44791 Bochum T: +49 (0)234 8939-0 F: +49 (0)234 8939-28 --- Tekomedia GmbH Castroper Str. 12, 44791 Bochum Reg.-gericht Bochum HRB 6537 St.- Nr.: 306 5867 0873 Geschäftsführung: Hans-Günter Oberlindober Tabitha Stang schrieb: Hi, I¹ve been looking through the sysconfig, but haven¹t been able to figure this out. When I compose an answer, the subject line automatically gets a ticket number, like this: Re: [Ticket#200702201089] Software I would like it to have no ticket number, like this: Re: Software How do I change this? Thank you! Tabitha ___ 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/ Virus checked by G DATA AntiVirusKit Version: AVK 17.3139 from 08.03.2007 Virus news: www.antiviruslab.com ___ 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/ ___ 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/ --- Salvador Manzo [ 620 W. 35th St Los Angeles, CA 90089 e. [EMAIL PROTECTED] ] Auxiliary Services IT, Datacenter University of Southern California 818-612-5112 ___ 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/ ___ 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/ ___ 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/
Re: [otrs] Re: otrs Digest, Vol 44, Issue 18
I do some querying to the mysql db using sunshine reports (eclipse plugin) to get my formatting. Sunshinereports is like a sexy front end for jasperReports. Ireports sounds good to me for RDL's :) -Andy PS - I didn't think anyone used cold fusion anymore ;). Oh wait, what am I saying, I'm still using Mod_perl. On 3/8/07 2:29 PM, Bas Rijniersce [EMAIL PROTECTED] wrote: Hi, Is anybody using Jaspr reports for OTRS reporting? Jasper reports is an open source, Java based reporting toolset: http://jasperforge.org/sf/projects/jasperreports I've heard of it... frankly, though, for reporting, and many simple apps, nothing beats CFML for productivity. I use the BlueDragon server for simple stuff like this. But ColdFusion is payware, or is ther a free version you use? It would be nice to have a completely free stack. The very useful feature would be that people can start contributing reports for other people to use, A report repository would be awesome... but not everyone will want to use Jasper. So in addition to the product specific definition, Documenting the report/schema SQL used would be useful to post, too. That would permit easy migration to other reporting tools, and actually represents most of the development effort! I completely agree, I'm guessing you are reading your mail bottom up (if sorted new to old :). You will see another mail from me asking people for their Real-Smart-SQL-Queries-For-Reports(tm). So if you have any, please share them :) I would be perfectly fine with documenting smart report queries and provide the Ireports implementation of them. If we build a nice set they could maybe go on the website (or I can host them somewhere). Mike Morris Bas (who now sees you read the digest, not the individual mails :) ___ 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/ -- ___ 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/
RE: [otrs] Re: otrs Digest, Vol 44, Issue 18
Hi, I do some querying to the mysql db using sunshine reports (eclipse plugin) to get my formatting. Sunshinereports is like a sexy front end for jasperReports. Ireports sounds good to me for RDL's :) RDL?? :-) Would you be willing to share your SQL queries as well? -Andy ___ 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/
Re: [otrs] removing ticket value from subject line
Naw, you should be fine. In fact, you'll notice that the old tickets will keep the old number in the subject line and the new number will be added to the front. This will allow you to merge the old ticket with the new one easier. Jeff Shepherd Technical Specialist [EMAIL PROTECTED] TEL: 480-505-0488 x223 FAX: 480-505-0492 Success usually comes to those who are too busy to be looking for it - Henry David Thoreau (1817-1862) Salvador Manzo wrote: Wonderful, thank you. We've only entered about two dozen tickets so far, so it shouldn't be too bad. -Original Message- From: Jeff Shepherd [EMAIL PROTECTED] To: User questions and discussions about OTRS.org otrs@otrs.org Sent: 3/8/2007 10:30 AM Subject: Re: [otrs] removing ticket value from subject line Hi, Do it now while you can. I implemented it about a month after the system was running and it did mess things up a bit. Not too bad though, a lot of ticket merging had to happen. Under the Admin section, go to SysConfig. Then, from the pull down menu under Group Selection, select Ticket and then click Show. Click on Core::Ticket. Scroll down to Ticket::NumberGenerator and select AutoIncrement. This will make the tickets only 7 characters. There is an explanation there as well. Hope that helps. Jeff Shepherd Technical Specialist [EMAIL PROTECTED] TEL: 480-505-0488 x223 FAX: 480-505-0492 Success usually comes to those who are too busy to be looking for it - Henry David Thoreau (1817-1862) Salvador Manzo wrote: Jeff, How would you go about shortening it? I'm currently vacillating between using the full ticket number (I'm using timestamped tickets) or the ticket ID. I've already got some tickets in the system, and am not sure if I can flip that particular setting to incremental without doing harm to the database. On 3/8/07 08:27, Jeff Shepherd [EMAIL PROTECTED] wrote: Hi Tabitha, You can always shorted the ticket number so that you don't have one that takes up the whole subject line. That's what I did. It also makes it easier to get from customers over the phone and agent-to-agent communication as well. -Jeff EDV Tekomedia wrote: Hello Tabitha, I don't think that it is intended to be changed, because the Ticket Number is the identifier of the ticket. As far as I can see, it is not integrated in the headers of the answering mail, so if you don't answer with the Ticket Number, danger is very great that every answer of the customer is treated as a new ticket instead of being attached to the existing one. I wouldn't do so. Greetings EDV Tekomedia Markus Nagel Tekomedia GmbH Castroper Str.12 D-44791 Bochum T: +49 (0)234 8939-0 F: +49 (0)234 8939-28 --- Tekomedia GmbH Castroper Str. 12, 44791 Bochum Reg.-gericht Bochum HRB 6537 St.- Nr.: 306 5867 0873 Geschäftsführung: Hans-Günter Oberlindober Tabitha Stang schrieb: Hi, I¹ve been looking through the sysconfig, but haven¹t been able to figure this out. When I compose an answer, the subject line automatically gets a ticket number, like this: Re: [Ticket#200702201089] Software I would like it to have no ticket number, like this: Re: Software How do I change this? Thank you! Tabitha ___ 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/ Virus checked by G DATA AntiVirusKit Version: AVK 17.3139 from 08.03.2007 Virus news: www.antiviruslab.com ___ 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/ ___ 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/ --- Salvador Manzo [ 620 W. 35th St € Los Angeles, CA 90089 e. [EMAIL PROTECTED] ] Auxiliary Services IT, Datacenter University of Southern California 818-612-5112 ___ 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/ ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To
[otrs] Upgrading from Source 2.1.3 - 2.1.6
What is the procedure for upgrading from source, the UPGRADING document doesn't seem to contain any information on this. In particular I know it should be a basic drop the new files over the top replacement but which config files to I need to move to one side and then put back when the upgrade is complete. Any help on this would be much appreciated. Thanks Steve -- Steven Carr Engineer - Khipu Networks [EMAIL PROTECTED] Secure - Compliant - Infrastructure signature.asc Description: OpenPGP digital signature ___ 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/
[otrs] Print a ticket question
Hello, I was looking at the print ticket function, and I was wondering if there is a way for the agent to print a ticket and exclude the internal notes. The customer user can do this, but there is no way to do this as an agent. Is there a way to make this happen? Thanks, Jim ___ 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/
Re: [otrs] Upgrading from Source 2.1.3 - 2.1.6
Download the RPM to the desktop of the OTRS machine, then run: rpm -U OTRS_FILENAME The big 'U' is for Upgrade. Jeff Shepherd Technical Specialist [EMAIL PROTECTED] TEL: 480-505-0488 x223 FAX: 480-505-0492 Success usually comes to those who are too busy to be looking for it - Henry David Thoreau (1817-1862) Steven Carr wrote: What is the procedure for upgrading from source, the UPGRADING document doesn't seem to contain any information on this. In particular I know it should be a basic drop the new files over the top replacement but which config files to I need to move to one side and then put back when the upgrade is complete. Any help on this would be much appreciated. Thanks Steve ___ 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/ ___ 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/
[otrs] Help with ValidIDs
I'm trying to use our existing billing database (Boardtown Platypus) as
the CustomerUser Database.
Most fields are fine, except I want to use the 'active' field as the
validity indicator. Values are Y - valid, N - invalid, H -
invalid-temporarily.
Looking at Kernel/System/DB.pm it looks like I should be able to set
$Self-{ValidIDs} to a correct fixed list rather than looking values up
in a 'valid' table.
What is the correct location and syntax to do this? I have searched the
english list archives.
I have tried setting ValidIds = ['Y'] in various places in Config.pm
without much luck
OTRS 1.3.2
Phil
___
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/
Re: [otrs] Line wrap setting?
Anyone? I can¹t for the life of me find the setting for this. I am using
the default reply rule, with the text included being generated from
OTRS_CONFIG_HttpType://OTRS_CONFIG_FQDN/OTRS_CONFIG_ScriptAliascustom
er.pl?Action=CustomerZoomTicketID=OTRS_TICKET_TicketID
The parameter details are
Http
{servername}.usc.edu:90
otrs
Consistently, the message is having a line break inserted immediately after
the OTRS_CONFIG_ScripAlias, making the link useless
On 3/1/07 11:46, Salvador Manzo [EMAIL PROTECTED] wrote:
I¹ve been digging through SysConfig but can¹t seem to find where to set
linewrap length for outgoing messages. At the moment, I have outgoing
messages set to include the return URL for a given ticket. However, the URL
is being cut off just before the actual OTRS .pl file gets appended to the
link. So, instead of a working link, I¹m getting something similar to the
following:
http://servername.usc.edu/OTRS
Customer.pl...(etc)
--
Salvador Manzo [ 620 W. 35th St Los Angeles, CA 90089 e.
[EMAIL PROTECTED] ]
Auxiliary Services IT, Datacenter
University of Southern California
818-612-5112
The secret of happiness is freedom, and the secret of freedom is courage.
Pericles' Funeral Oration (431 BC)
___
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/
[otrs-de] Besitzer des Tickets in Queue-Übersich t anzeigen !!!
Hallo! Gibt es eine Möglichkeit den Besitzer eines Tickets in der Übersicht Meine Queue gleich rechts mit anzuzeigen? Ohne dass man auf Inhalt klicken muss? Wenn ja, was muss in der Sysconfig angepasst werden? Mfg -- Ist Ihr Browser Vista-kompatibel? Jetzt die neuesten Browser-Versionen downloaden: http://www.gmx.net/de/go/browser ___ OTRS Mailingliste: otrs-de - Webpage: http://otrs.org/ Archiv: http://lists.otrs.org/pipermail/otrs-de/ Listenabo verwalten: http://lists.otrs.org/cgi-bin/listinfo/otrs-de/ Support oder Consulting fuer Ihr OTRS System? = http://www.otrs.com/
Re: [otrs-de] Besitzer des Tickets in Queue-Übe rsicht anzeigen !!!
Gibt es eine Möglichkeit den Besitzer eines Tickets in der Übersicht Meine
Queue gleich rechts mit anzuzeigen? Ohne dass man auf Inhalt klicken muss?
Wenn ja, was muss in der Sysconfig angepasst werden?
Das geht leider nicht über die Sysconfig sondern nur über eine Änderung
im Quelltext
($home/Kernel/Output/HTML/Standard/AgentTicketQueueTicketViewLite.dtl)
Dort musst du an der passenden Stelle (je nachdem wo die Info erscheinen
soll) folgenden Block einfügen:
tr valign=top
tdb$Text{Owner}:/b/td
tddiv
title=$Quote{$Text{$Data{Owner}}}$Quote{$Text{$Data{Owner}},14}/div/td
/tr
Gruß
Dennis
___
OTRS Mailingliste: otrs-de - Webpage: http://otrs.org/
Archiv: http://lists.otrs.org/pipermail/otrs-de/
Listenabo verwalten: http://lists.otrs.org/cgi-bin/listinfo/otrs-de/
Support oder Consulting fuer Ihr OTRS System?
= http://www.otrs.com/
Re: [otrs-de] Besitzer des Tickets in Queue-Übersicht anzeigen !!!
Okay, vielen Dank!
Hab es in der AgentTicketQueueTicketView.dtl gefunden. War nur auskommentiert.
genau das was ich suchte.
MfG
Original-Nachricht
Datum: Thu, 08 Mar 2007 10:57:16 +0100
Von: Dennis Mohn [EMAIL PROTECTED]
An: User questions and discussions about OTRS.org in German otrs-de@otrs.org
CC:
Betreff: Re: [otrs-de] Besitzer des Tickets in Queue-Übersicht anzeigen !!!
Gibt es eine Möglichkeit den Besitzer eines Tickets in der Übersicht
Meine Queue gleich rechts mit anzuzeigen? Ohne dass man auf Inhalt klicken
muss?
Wenn ja, was muss in der Sysconfig angepasst werden?
Das geht leider nicht über die Sysconfig sondern nur über eine Änderung
im Quelltext
($home/Kernel/Output/HTML/Standard/AgentTicketQueueTicketViewLite.dtl)
Dort musst du an der passenden Stelle (je nachdem wo die Info erscheinen
soll) folgenden Block einfügen:
tr valign=top
tdb$Text{Owner}:/b/td
tddiv
title=$Quote{$Text{$Data{Owner}}}$Quote{$Text{$Data{Owner}},14}/div/td
/tr
Gruß
Dennis
___
OTRS Mailingliste: otrs-de - Webpage: http://otrs.org/
Archiv: http://lists.otrs.org/pipermail/otrs-de/
Listenabo verwalten: http://lists.otrs.org/cgi-bin/listinfo/otrs-de/
Support oder Consulting fuer Ihr OTRS System?
ÿhttp://www.otrs.com/
--
Feel free - 10 GB Mailbox, 100 FreeSMS/Monat ...
Jetzt GMX TopMail testen: www.gmx.net/de/go/mailfooter/topmail-out
___
OTRS Mailingliste: otrs-de - Webpage: http://otrs.org/
Archiv: http://lists.otrs.org/pipermail/otrs-de/
Listenabo verwalten: http://lists.otrs.org/cgi-bin/listinfo/otrs-de/
Support oder Consulting fuer Ihr OTRS System?
= http://www.otrs.com/
[otrs-de] Ticekt Eskalation?
Hallo zusammen, also die Eskalation von Tickets wird ja beruhend auf den eingestellten Kalender der Queue durchgeführt - bis hier hin funktioniert alles. Jetzt passiert es aber, das Tickets eskalieren, obwohl sie gesperrt sind und im Status Warten auf stehen. Ist das so gewollt vom System? Oder kann man das einstellen? Da die derzeitige Funktion für uns so nicht zu gebrauchen ist, mussten wir sie leider abstellen. Aber eigentlich kann es doch nicht sein, denn Tickets müssen doch in eine Warte Position gestellt werden, da Kunden evtl. mal in den Urlaub fahren und über den Eskalationszeitraum hinweg nicht erreichbar sind, oder? Verwendete OTRS Version 2.1.5 Danke schon mal für Eure Infos. Gruß Carsten Bließen CS Consulting AG IT Outsourcing Hindenburgstraße 37 30175 Hannover - Germany Telefon + 49 (511) 957 - 94 - 717 Telefax + 49 (511) 957 - 94 - 999 Mail[EMAIL PROTECTED] CS Consulting AG - Hindenburgstr. 37 - 30175 Hannover - Amtsgericht Hannover HRB 57823 Vorstand: Berndt Blumenthal, Dr. Jochen Böhnke - Vorsitzender des Aufsichtsrates: Horst Isele___ OTRS Mailingliste: otrs-de - Webpage: http://otrs.org/ Archiv: http://lists.otrs.org/pipermail/otrs-de/ Listenabo verwalten: http://lists.otrs.org/cgi-bin/listinfo/otrs-de/ Support oder Consulting fuer Ihr OTRS System? = http://www.otrs.com/
