[otrs] admin customer list custom fields
If you are logged in as admin or an agent, and go to Customer - Search - * and get the list of customers, you get a table with the following columns: Username NameEmail CustomerID valid/invalid How do I change the fields that get displayed under Name ? Currently, it displays first_name and last_name, and I want it to display my custom fields: company, city, state, phone. I have modified the table to add a few new fields (company name, phone number, fax, address..) as shown below. Please take note that this all works pretty well throughout most of the application. CustomerUserListFields = ['login', 'companyname', 'city', 'first_name', 'last_name', 'customer_id', 'email'], CustomerUserSearchFields = ['login', 'companyname', 'phone', 'first_name', 'last_name', 'customer_id'], CustomerUserSearchPrefix = '', CustomerUserSearchSuffix = '*', CustomerUserSearchListLimit = 250, CustomerUserPostMasterSearchFields = ['companyname', 'phone', 'email'], CustomerUserNameFields = ['companyname'], [ 'UserCustomerID', 'Net-ID', 'customer_id', 0, 1, 'var', '', 0 ], [ 'CompanyName','Company Name', 'companyname', 1, 1, 'var', '', 0 ], [ 'Phone', 'Phone Number', 'phone', 1, 0, 'var', '', 0 ], [ 'Fax','Fax', 'fax', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname','first_name', 1, 0, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'last_name', 1, 0, 'var', '', 0 ], [ 'UserLogin', 'Username', 'login', 1, 1, 'var', '', 0 ], [ 'UserPassword', 'Password', 'pw', 0, 0, 'var', '', 0 ], [ 'Address','Address', 'address', 1, 0, 'var', '', 0 ], [ 'City', 'City', 'city',1, 0, 'var', '', 0 ], [ 'State', 'State','state', 1, 0, 'var', '', 0 ], [ 'Zip','Zip', 'zip', 1, 0, 'var', '', 0 ], [ 'UserEmail', 'Email','email', 1, 0, 'var', '', 0 ], [ 'UserComment','Comment', 'comments',1, 0, 'var', '', 0 ], [ 'ValidID','Valid','valid_id',0, 1, 'int', '', 0 -- John Hogenmiller - [EMAIL PROTECTED] Used for mailing lists - sporadic response ___ 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 or consulting for your OTRS system? = http://www.otrs.com/
[otrs] email validation
Hello,
On an installation of OTRS I am doing, we are entering customers that
do not have email addresses (phone help desk primarily).
First off, it would be nice if OTRS had something built in to handle
customers without an email address.
My approach is to setup an account called blackhole
([EMAIL PROTECTED]) that routes email to /dev/null.This requires
me to enter an email address of [EMAIL PROTECTED], which is rejected
as invalid.
I tried adding [EMAIL PROTECTED] to Defaults.pm to
$Self-{CheckEmailValidAddress} without any luck.
$Self-{CheckEmailValidAddress} =
'^([EMAIL PROTECTED]|[EMAIL PROTECTED]|[EMAIL PROTECTED])$';
I also tried turning of the check syntax:
$Self-{CheckEmailAddresses} = 0;
No luck there either.
So finally, I edited CheckItem.pl and added a return 1; to the top
of the CheckEmail subroutine, allowing me to bypass checking until I
find a better solution.
While I know there are solutions I can do at the system and dns level,
I'd like to handle this within the scope of OTRS itself. We don't
want emails to leave the server that OTRS resides on if the customer
doesn't have an email address.
--
John Hogenmiller - [EMAIL PROTECTED]
Used for mailing lists - sporadic response
___
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 or consulting for your OTRS system?
= http://www.otrs.com/
[otrs] report of time per agent // outside reporting
Ok, So if I go into the SQL box and run a query, I can pull up how many work units each agent accumulated in the current month: SELECT t.create_by, u.first_name, u.last_name, Sum(t.time_unit) FROM time_accounting AS t Left Join system_user AS u ON t.create_by = u.id WHERE month(t.create_time) = '08' AND year(t.create_time) = '2008' GROUP BY t.create_by However, for the life of me, I don't see how to create a report showing the same. So I'm looking for any report gurus out there or some good documentation/howtos on the subject. Also, has anyone gone into using an outside program to pull reports from OTRS (like Crystal Reports or DataVision)? -John -- John Hogenmiller - [EMAIL PROTECTED] Used for mailing lists - sporadic response ___ 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 or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] report of time per agent // outside reporting
Have you tried otrs-manager ? version 0.5.1 generates a agent/ticket table stat in word, there should be easy applying a vbmacro to create a grafical stat one, this could just an option with it. the link to that tool: otrs-manager.sourceforge.net/index.php?page=homepage_en On Thu, Aug 14, 2008 at 9:08 AM, John (yt) Hogenmiller [EMAIL PROTECTED] wrote: Ok, So if I go into the SQL box and run a query, I can pull up how many work units each agent accumulated in the current month: SELECT t.create_by, u.first_name, u.last_name, Sum(t.time_unit) FROM time_accounting AS t Left Join system_user AS u ON t.create_by = u.id WHERE month(t.create_time) = '08' AND year(t.create_time) = '2008' GROUP BY t.create_by However, for the life of me, I don't see how to create a report showing the same. So I'm looking for any report gurus out there or some good documentation/howtos on the subject. Also, has anyone gone into using an outside program to pull reports from OTRS (like Crystal Reports or DataVision)? -John -- John Hogenmiller - [EMAIL PROTECTED] Used for mailing lists - sporadic response ___ 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 or consulting for your OTRS system? = http://www.otrs.com/ -- Marco Vannini home: +39 02 900091454 mobile: +39 335 5340819 msn: [EMAIL PROTECTED] talk: [EMAIL PROTECTED] icq: 58389316 skype: marco69v ___ 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 or consulting for your OTRS system? = http://www.otrs.com/
[otrs] default value for to: field of customer ticket
hi, it's once again me... ;-) can someone tell me if there is a way to either define a default value for the TO: field of the customers new ticket view or is there a way to hide the TO: field? the idea behind this question is that, the customer only has one queue which he can choose and so it doesn't make sense for the customer to always choose the TO: field as there is no other option for him. thanks. regards, patrick. ___ 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 or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Add Customer panel dissapeared
It's even gone when I'm logged in as root. A bit worrying :* Kind Regards, Emily Flynn IT Assistant Allied Pension Trustees www.alliedpensions.com http://www.alliedpensions.com/ Tel: +353 1 206 3010 _ From: Emily Flynn [mailto:[EMAIL PROTECTED] Sent: 14 August 2008 09:50 To: 'otrs@otrs.org' Subject: Add Customer panel dissapeared Hi! A weird thing. I've just installed the latest version of OTRS and I have added in most of my customers, but now for some reason, when I'm logged in as a user, the option to add a new customer in the 'Customer User Management' screen has gone. Any ideas??? Screenshot attached Kind Regards, Emily Flynn IT Assistant Allied Pension Trustees Apex Business Centre Sandyford Dublin 18 Tel: +353 1 206 3010 Fax: +353 1 206 3017 Mob: +353 87 777 8391 Web: www.alliedpensions.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 or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] report of time per agent // outside reporting
Creation of specific reports is relatively easy if you decide to use
OTRS framework for report generation.
For each specific report you need a module placed in
$OTRS_HOME/Kernel/System/Stats/Static
The module should have the following two methods:
Param method should get the time frame for the report and to return it
in an array. It should look like:
sub Param {
my $Self = shift;
my ($Select, %Agents, @row);
# get current time
my ($s, $m, $h, $D, $M, $Y);
my ($Ymin, $Ymax, $Select, %Agents, @row);
($s, $m, $h, $D, $M, $Y) = $Self-{TimeObject}-SystemTime2Date(
SystemTime = $Self-{TimeObject}-SystemTime(),
);
# get one month before
if ($M == 1) {
$M = 12;
$Y = $Y - 1;
}
else {
$M = $M -1;
}
# create possible time selections
$Select = qq(SELECT EXTRACT(YEAR FROM (MIN(change_time))),
EXTRACT(YEAR FROM (MAX(change_time)))
FROMotrs.time_accounting
);
$Self-{DBObject}-Prepare( SQL = $Select);
($Ymin, $Ymax) = $Self-{DBObject}-FetchrowArray();
my %Year = ();
foreach ($Ymin..$Ymax) {
$Year{$_} = $_;
}
my %Month = ();
foreach (1..12) {
$Month{$_} = sprintf(%02d, $_);
}
push (@$Params, {
Frontend = 'Year',
Name = 'Year',
Multiple = 0,
Size = 0,
SelectedID = $Y,
Data = {
%Year,
},
},
);
push (@$Params, {
Frontend = 'Month',
Name = 'Month',
Multiple = 0,
Size = 0,
SelectedID = $M,
Data = {
%Month,
},
},
);
return @Params;
}
Run method does the actual computation. It has to return return
([$Title],[EMAIL PROTECTED], @Data)
$Title holds the report title, @HeadData holds column headers and @Data
is an array of @Row, where each @Row is an array of row values. You can
get data from user input via %Param e.g.
sub Run {
my ( $Self, %Param ) = @_;
my @HeadData = ('Created', 'First name', 'Last name', 'Time units');
#get the time period
my $Year = $Param{Year};
my $Month = $Param{Month};
my ($DBObject, $Select );
my (@Data, $Title);
$DBObject = $Self-{DBObject};
$Select = qq(SELECT
t.create_by,
u.first_name,
u.last_name,
Sum(t.time_unit)
FROM
time_accounting AS t
Left Join system_user AS u ON t.create_by =
u.id WHERE
month(t.create_time) = $Year AND
year(t.create_time) = $Month
GROUP BY t.create_by
);
$DBObject-Prepare( SQL = $Select);
#Read SQL result and put it in @Data
return ([$Title],[EMAIL PROTECTED], @Data);
}
These are just code fragments, not a real module, so you may need to fix
some little things. I didn't sent the modules we use because our OTRS
installation is integrated with custom CRM and the tables we have are
different.
After module creation you have to go Stats-New, to choose Static-File
and to select the module from select box.
I hope it will help.
Best,
Atanas Karashenski
BlueBoard LLC
___
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 or consulting for your OTRS system?
= http://www.otrs.com/
Re: [otrs] email validation
John (yt) Hogenmiller wrote:
Hello,
On an installation of OTRS I am doing, we are entering customers that
do not have email addresses (phone help desk primarily).
First off, it would be nice if OTRS had something built in to handle
customers without an email address.
My approach is to setup an account called blackhole
([EMAIL PROTECTED]) that routes email to /dev/null.This requires
me to enter an email address of [EMAIL PROTECTED], which is rejected
as invalid.
I tried adding [EMAIL PROTECTED] to Defaults.pm to
$Self-{CheckEmailValidAddress} without any luck.
$Self-{CheckEmailValidAddress} =
'^([EMAIL PROTECTED]|[EMAIL PROTECTED]|[EMAIL PROTECTED])$';
I also tried turning of the check syntax:
$Self-{CheckEmailAddresses} = 0;
No luck there either.
So finally, I edited CheckItem.pl and added a return 1; to the top
of the CheckEmail subroutine, allowing me to bypass checking until I
find a better solution.
While I know there are solutions I can do at the system and dns level,
I'd like to handle this within the scope of OTRS itself. We don't
want emails to leave the server that OTRS resides on if the customer
doesn't have an email address.
I think there is config item to disable checking the email address.
___
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 or consulting for your OTRS system?
= http://www.otrs.com/
[otrs] workflow
Good day, I would like to know if there is some workflow diagram available. I'm new to this and need some guide in who and how a ticket is been created, who receive it(queue management) and if no response from anybody the escalation route. The otrs admin book is not very clear on this issues. Any suggestions? Tom ___ 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 or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] workflow
Tom Hickey wrote: Good day, I would like to know if there is some workflow diagram available. I’m new to this and need some guide in who and how a ticket is been created, who receive it(queue management) and if no response from anybody the escalation route. The otrs admin book is not very clear on this issues. Any suggestions? OTRS is pretty flexible, you have to implement your own workflow really. Think about how you want to use the system and read the documentation to see how to set it up or ask here if you have questions about setting certain things up. 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 or consulting for your OTRS system? = http://www.otrs.com/
[otrs] R: report of time per agent // outside reporting
Thanks Atanas! This was a very useful post Cheers, d. -Messaggio originale- Da: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Per conto di Atanas Karashenski Inviato: giovedì 14 agosto 2008 11.39 A: otrs@otrs.org Oggetto: Re: [otrs] report of time per agent // outside reporting Creation of specific reports is relatively easy if you decide to use OTRS framework for report generation. [bla bla bla] ___ 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 or consulting for your OTRS system? = http://www.otrs.com/
[otrs] Where to add fields to create a ticket for the customer interface
Hi guys Ihave a question if someone can help me: Where to add fields to create a ticket for the customer interface?? Example: New ticket To: Subject: Text: Atachment: Betwen Text and Atachment, I want to add a file like Physical Location Thanks -- Jober ___ 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 or consulting for your OTRS system? = http://www.otrs.com/
[otrs] GenericAgent not performing
Hey, I was wondering if anyone had come to any miraculous conclusions
about why modifying .../Config/GenericAgent.pm wasn't adding jobs to
my web interface. Here's what I've done:
I've been looking at the examples in GenericAgent.pm.examples to see
how to do so and I'm rather certain that my coding is correct.
However, even when I save my changes to GenericAgent.pm, the file
doesn't turn up on the Web user interface for the admin. This is the
code I have:
==
#
---
# config options
#
---
%Jobs = (
# [name of job] - send escalation notifications
'Send Escalated Tickets from Level 1 to Level 2' = {
Queue = ['Other', 'Under Attack', 'WebUI', 'RE', 'RX', 'rView'],
Escalation = 1,
# new ticket properties
New = {
Queue = 'Level 2',
},
},
# insert your jobs (see Kernel/Config/GenericAgent.pm.examples)
);
#
---
# end of config options
#
---
1;
==
I have also tried taking the exact example that they have in
GenericAgent.pm and removing the comments in front of the code lines
and I still don't get anything, so I don't think that syntax is the
error.
Anyone have any ideas as to what could be causing my troubles?
Thanks so much,
Amanda
Amanda Beyersmith
[EMAIL PROTECTED]
404-723-2759
___
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 or consulting for your OTRS system?
= http://www.otrs.com/
Re: [otrs] GenericAgent not performing
Hi Amanda,
As far as I know there are 2 methods of creating Generic Agent jobs, you
can create them through the GUI in which case they are stored within the
database itself or you can create them by editing the GenericAgent.pm
file. The GenericAgent.pm file allows you to do more complex tasks
directly in Perl.
Regards
Steve
Amanda Beyersmith wrote:
Hey, I was wondering if anyone had come to any miraculous conclusions
about why modifying .../Config/GenericAgent.pm wasn't adding jobs to
my web interface. Here's what I've done:
I've been looking at the examples in GenericAgent.pm.examples to see
how to do so and I'm rather certain that my coding is correct.
However, even when I save my changes to GenericAgent.pm, the file
doesn't turn up on the Web user interface for the admin. This is the
code I have:
==
#
---
# config options
#
---
%Jobs = (
# [name of job] - send escalation notifications
'Send Escalated Tickets from Level 1 to Level 2' = {
Queue = ['Other', 'Under Attack', 'WebUI', 'RE', 'RX', 'rView'],
Escalation = 1,
# new ticket properties
New = {
Queue = 'Level 2',
},
},
# insert your jobs (see Kernel/Config/GenericAgent.pm.examples)
);
#
---
# end of config options
#
---
1;
==
I have also tried taking the exact example that they have in
GenericAgent.pm and removing the comments in front of the code lines
and I still don't get anything, so I don't think that syntax is the
error.
Anyone have any ideas as to what could be causing my troubles?
Thanks so much,
Amanda
Amanda Beyersmith
[EMAIL PROTECTED]
404-723-2759
___
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 or consulting for your OTRS system?
= http://www.otrs.com/
--
Steven Carr
Engineer - Khipu Networks Ltd.
[EMAIL PROTECTED] - www.khipu-networks.com
Secure - Compliant - Infrastructure
Registered Office: Fairfax House, 15 Fulwood Place, London WC1V 6AY
Registered in England. Company Number 5218573
Specialist Reseller of the year - CRN Channel Awards 2007
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 or consulting for your OTRS system?
= http://www.otrs.com/
Re: [otrs] GenericAgent not performing
Steve,
Thanks so much. I'm actually aware of the two methods, and the job I
need done is too complicated for the GUI, so I went into
GenericAgent.pm to directly enter the code in perl. However, for some
reason, the code isn't actually having any affect. I've tried several
different codes, I just included one that I knew for sure didn't
include any errors.
Thanks again,
Amanda
On Aug 14, 2008, at 3:58 PM, Steven Carr wrote:
Hi Amanda,
As far as I know there are 2 methods of creating Generic Agent jobs,
you can create them through the GUI in which case they are stored
within the database itself or you can create them by editing the
GenericAgent.pm file. The GenericAgent.pm file allows you to do more
complex tasks directly in Perl.
Regards
Steve
Amanda Beyersmith wrote:
Hey, I was wondering if anyone had come to any miraculous conclusions
about why modifying .../Config/GenericAgent.pm wasn't adding jobs to
my web interface. Here's what I've done:
I've been looking at the examples in GenericAgent.pm.examples to see
how to do so and I'm rather certain that my coding is correct.
However, even when I save my changes to GenericAgent.pm, the file
doesn't turn up on the Web user interface for the admin. This is the
code I have:
==
#
---
# config options
#
---
%Jobs = (
# [name of job] - send escalation notifications
'Send Escalated Tickets from Level 1 to Level 2' = {
Queue = ['Other', 'Under Attack', 'WebUI', 'RE', 'RX',
'rView'],
Escalation = 1,
# new ticket properties
New = {
Queue = 'Level 2',
},
},
# insert your jobs (see Kernel/Config/GenericAgent.pm.examples)
);
#
---
# end of config options
#
---
1;
==
I have also tried taking the exact example that they have in
GenericAgent.pm and removing the comments in front of the code lines
and I still don't get anything, so I don't think that syntax is the
error.
Anyone have any ideas as to what could be causing my troubles?
Thanks so much,
Amanda
Amanda Beyersmith
[EMAIL PROTECTED]
404-723-2759
___
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 or consulting for your OTRS system?
= http://www.otrs.com/
--
Steven Carr
Engineer - Khipu Networks Ltd.
[EMAIL PROTECTED] - www.khipu-networks.com
Secure - Compliant - Infrastructure
Registered Office: Fairfax House, 15 Fulwood Place, London WC1V 6AY
Registered in England. Company Number 5218573
Specialist Reseller of the year - CRN Channel Awards 2007
___
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 or consulting for your OTRS system?
= http://www.otrs.com/
Amanda Beyersmith
[EMAIL PROTECTED]
404-723-2759
___
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 or consulting for your OTRS system?
= http://www.otrs.com/
