[otrs] split link
when would display split link ..?
# check if split link should be shown
if (
$Self-{ConfigObject}-Get('Frontend::Module')-{AgentTicketPhone}
( !defined( $AclAction{AgentTicketPhone} ) ||
$AclAction{AgentTicketPhone} )
)
{
$Self-{LayoutObject}-Block(
Name = 'AgentArticleComPhone',
Data = { %Param, %Article, %AclAction },
);
}
--
Jeffery
___
/\__\ What is the world coming to?
\/__/
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[otrs] Lost access to status removed after ITSM upgrade
Since installing the ITSM upgrade (OTRS 2.3.4 + ITSM 1.2.3), I can no longer set tickets to the removed status. I have checked in Admin- Statuses and it's still there, but I'm not sure whether there is some new relationship mapping that now prevents me from choosing it. When I close a call, I get the following choices: Close Successful, Closed Unsuccessful and Closed With Workaround. I have previously configured notes to allow status change, but when I add a note, the only available statuses are the above, plus open, pending auto close +, pending auto close - and pending reminder. What have I missed? Regards, Richard Cross. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Otrs installation for Mssqlserver2005
Hi Ravi,
You won't need ActivePerl; you can run OTRS with Microsoft SQL Server on any
perl distribution, just as long as it is Perl 5.8 or 5.10. The major perl
distributions for win32 are Strawberry Perl and Activestate Perl.
To connect using ODBC you'd have to have DBD::ODBC module installed. You
should see no error message if you'd issue the following statement:
perl -euse DBD::ODBC;
Kind regards,
--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl
On Tue, May 19, 2009 at 18:46, ravi shanker rshanker...@yahoo.com wrote:
Hi Afshar,
To start with, is Active perl installation must for sqlserver to work for
OTRS?
i don't have active perl installation in my system.
#settings for mSsqlserver
$Self-{DatabaseDSN} = DBI:ODBC:driver={SQL
Server};Server=58.2.71.49,1433;database=otrs;uid=otrs;pwd=password;;
$Self-{Database::Type} = 'mssql';
$Self-{DatabaseUserTable} = 'users'';
#--#
does config.pm checks db.pm by anyway.
pls send any working config.pm,it would be of great help.thanks in advance
afshar
Ravi Shankar
--
*From:* Afshar Mohebbi afshar.mohe...@gmail.com
*To:* User questions and discussions about OTRS. otrs@otrs.org
*Sent:* Tuesday, May 19, 2009 10:17:04 AM
*Subject:* Re: [otrs] (no subject)
Could you provide your config.pm and your logs?
Afshar Mohebbi
On Mon, May 18, 2009 at 7:17 PM, ravi shanker rshanker...@yahoo.comwrote:
Hi ,
please help me with configuring sqlserver2005 to Otrs. i have added DSN
-system DSN connecting to OTRS in Config.pm.
lndex.pl page is coming ,when i enter r...@localhost and password.page
can't found error is coming.
Regds
Ravi Shankar
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Re: [otrs] Stable version of otrs for CentOS 5.2 ??
The stable version of OTRS is not depending on the OS type. The only thing that makes Debian a tad different is that the otrs2 package is not maintained by the OTRS.com guys, so it is usually a bit behind. As you can see on the download page on otrs.org : http://otrs.org/download/ the latest stable version of OTRS is currently 2.3.4. Installing from source is pretty straightforward. Please remember tweaking selinux (or disabeling it for httpd)... Does anyone have pointers on tuning selinux for OTRS? I have been trying to figure that one out yesterday but was not very succesful yet. Kind regards, -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl On Wed, May 20, 2009 at 06:01, Amanpreet Singh gofora...@gmail.com wrote: hi, i have worked with otrs 2.2.7 on a debian machine, but now i am planing for otrs on CentOS, please suggest which version of otrs is stable for CentOS 5.2. thanks -- regards: Amanpreet Singh - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Lost access to status removed after ITSM upgrade
Removed is available in bulk action, this is the only place I've ever seen it. 2009/5/20 Richard Cross richard.cr...@rockshore.net Since installing the ITSM upgrade (OTRS 2.3.4 + ITSM 1.2.3), I can no longer set tickets to the removed status. I have checked in Admin-Statuses and it's still there, but I'm not sure whether there is some new relationship mapping that now prevents me from choosing it. When I close a call, I get the following choices: Close Successful, Closed Unsuccessful and Closed With Workaround. I have previously configured notes to allow status change, but when I add a note, the only available statuses are the above, plus open, pending auto close +, pending auto close - and pending reminder. What have I missed? Regards, Richard Cross. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Trouble setting up fetchmail
I've been trying to get through this for a while now. For some reason, when I try to setup the automatic mailbox polling using fetchmail to connect to my Exchange2007 server and it keeps throwing up the following errors: depth=0 /CN=exchange01 verify error:num=20:unable to get local issuer certificate verify return:1 depth=0 /CN=exchange01 verify error:num=21:unable to verify the first certificate verify return:1 fetchmail: Error exchanging credentials read:errno=0 This is the current fetch line in my .fetchmailrc: poll exchange01.mydomain protocol IMAP port 993 plugin "openssl s_client -connect %h:%p" user otrs pass otrspass is otrs here This is the cron entry I'm using: * * * * * [ -x /usr/bin/fetchmail ] /usr/bin/fetchmail -a /dev/null My OTRS server is running CentOS 5.3 and is trying to connect to an Exchange2007 server through IMAP SSL. If anybody has run into and resolved this issue before I would be grateful for any help, I have been googleing like crazy trying to find an answer for this and really haven't gotten anywhere. Any help that can be given is extremely helpful. ~Davin - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] why ticket's body or note is mandatory?
Hi Maurice, My main problem is when I want to close a ticket I must enter some text in body of it. Is there any way to get rid of this? Afshar On Wed, May 20, 2009 at 5:42 AM, Maurice James midnightst...@msn.comwrote: Why bother adding a note if you are going to leave the body empty? *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of *Afshar Mohebbi *Sent:* Tuesday, May 19, 2009 1:01 AM *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] why ticket's body or note is mandatory? Any idea about it? On Sat, May 16, 2009 at 7:06 PM, Afshar Mohebbi afshar.mohe...@gmail.com wrote: Hi all, Why I can not leave ticket notes empty? Can I switch off this option? This is also applicable on ticket's body. Regards, Afshar Mohebbi - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] jpg images with company theme
Hi again,
Is it possible to use jpg images with a custom theme?
I've tried putting my own images in the
./var/httpd/htdocs/images/Standard/ directory referenced by
$Env{Images}, but only the .png images get picked up.
Cheers!
Marius
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Re: [otrs] jpg images with company theme
Weird,
Didn't for me, but maybe a typo. I've converted the images to png now
anyway, so no worries. Thanks for the reply.
Cheers!
Marius
Leonardo Certuche wrote:
Hi,
I just copied file.jpg in /opt/otrs/var/httpd/htdocs/images/Standard
and then inserted the following code in
/opt/otrs/Kernel/Output/HTML/Standard/CustomerHeader.dtl
tdimg src=$Env{Images}file.jpg //td
It worked!
Leonardo Certuche
301 284 6250
460 0727 ext 5559
leonardo.certu...@itcon-ltda.com mailto:leonardo.certu...@itcon-ltda.com
www.itcon-ltda.com http://www.itcon-ltda.com
Cra 31 # 54-10 TECNOSOFT
Medellín, Colombia
On Wed, May 20, 2009 at 9:03 AM, Marius Schrecker mar...@kadme.com
mailto:mar...@kadme.com wrote:
Hi again,
Is it possible to use jpg images with a custom theme?
I've tried putting my own images in the
./var/httpd/htdocs/images/Standard/ directory referenced by
$Env{Images}, but only the .png images get picked up.
Cheers!
Marius
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Re: [otrs] Ticket Solution Time
Thanks a lot. I am going to prove it.
2009/5/20 Fürtbauer Wolfgang w.fuertba...@asamer.at
no problem,
here is the link to the (german) otrs-forum entry
http://www.otrs-forum.de/viewtopic.php?f=21t=3219
quick translation:
in this patch, I'm using the Additional ITSM fields in the SLA
calculation
Repair start time if entered is treated as start point for reponse time
Recovery start time if entered is treated as start point for recovery
time
if Repair start time is entered and no Recovery start time is entered,
Repair start time will be used as start point for recovery time
you only have to change 2 files (OTRS programmers did a great job!)
/opt/otrs/Kernel/System # diff -u Ticket.pm.save Ticket.pm
--- Ticket.pm.save 2009-05-08 15:19:58.0 +0200
+++ Ticket.pm 2009-05-08 18:56:08.0 +0200
@@ -1860,7 +1860,8 @@
else {
my $DestinationTime = $Self-{TimeObject}-DestinationTime(
StartTime = $Self-{TimeObject}-TimeStamp2SystemTime(
-String = $Ticket{Created}
+String = $Ticket{TicketFreeTime3} ?
$Ticket{TicketFreeTime3} : $Ticket{Created}
),
Time = $Escalation{FirstResponseTime} * 60,
Calendar = $Escalation{Calendar},
@@ -2021,7 +2022,8 @@
else {
my $DestinationTime = $Self-{TimeObject}-DestinationTime(
StartTime = $Self-{TimeObject}-TimeStamp2SystemTime(
-String = $Ticket{Created}
+String = $Ticket{TicketFreeTime4} ?
$Ticket{TicketFreeTime4} : $Ticket{TicketFreeTime3} ?
$Ticket{TicketFreeTime3} : $Ticket{Created}
),
Time = $Escalation{SolutionTime} * 60,
Calendar = $Escalation{Calendar},
/opt/otrs/Kernel/Modules # diff -u AgentTicketAddtlITSMField.pm.save
AgentTicketAddtlITSMField.pm
--- AgentTicketAddtlITSMField.pm.save 2009-05-08 19:40:32.0 +0200
+++ AgentTicketAddtlITSMField.pm2009-05-08 19:37:53.0 +0200
@@ -683,6 +683,13 @@
);
}
}
+ #
+ # rebuild ticketindex
+ #
+ $Self-{TicketObject}-TicketEscalationIndexBuild(
+ TicketID = $Self-{TicketID},
+ UserID = $Self-{UserID},
+ );
# set article free text
for ( 1 .. 3 ) {
if ( defined( $GetParam{ArticleFreeKey$_} ) ) {
Best regards
Wolfgang
--
*Von:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *Im Auftrag
von *Leonardo Certuche
*Gesendet:* Mittwoch, 20. Mai 2009 02:31
*An:* User questions and discussions about OTRS.
*Betreff:* Re: [otrs] Ticket Solution Time
Hi there,
What Carolina asks is the way IT outsourcing providers want their service
to be measured and we haven't been able to achive it. We tried to move
tickets to a queue or an SLA associated to calendars without working ours
but once you move them back, they keep counting from created time.
The patch Wolfgang mention would be very helpful. Where can we grab a copy
to give it a try?
Besides that, although the reports available in ITSMServiceLevelManagement
and otrs-manager are plenty, there seems to be missing reports that mesure
working time spent on each ticket depending on the calendar associated. Does
anyone have queries like that to share?
Thanks in advance,
Leonardo Certuche
301 284 6250
460 0727 ext 5559
leonardo.certuche AT itcon-ltda.com
www.itcon-ltda.com
Cra 31 # 54-10 TECNOSOFT
Medellín, Colombia
2009/5/19 Fürtbauer Wolfgang w.fuertba...@asamer.at
Hi,
As far as I know: no way to configure.
But if you,re using ITSM I posted a patch recently, which would help
Best regards
Wolfgang
---
Wolfgang Fürtbauer
Head of IT
Asamer Holding AG
--
*Von*: otrs-boun...@otrs.org
*An*: User questions and discussions about OTRS.
*Gesendet*: Tue May 19 23:41:28 2009
*Betreff*: [otrs] Ticket Solution Time
Hello!!!
I have a question related to the calculation of total ticket solution
time: Is it possible for OTRS to have like a frozen time which does not
affect the time of SLA? I have an example:
Suppose you define a SLA called High and you define that ticket solution
time for this SLA is 1 hour. One day you receive a ticket with a High SLA at
9:00 am, and according to the requeriment of customer you need to contact a
supplier to get a hardware component, this supplier tells you that this
component could give you 1 day after, so until that time you have to wait
and ticket can't be closed. If you are mesuring SLA and users who give
solution to tickets, you can realize that for the calculation of real ticket
solution time it is not correct to include that day you were wating for
supplier, because if, for example, you take this time you would have than
Re: [otrs] configuring POP3 mail account to otrs(mysql).
Dear mr shanker, First of all, OTRS is completely perl based so if you can access the web interface you will absolutely have perl installed. Second, POP is used for receiving mail. For sending you will need to use sendmail or smtp. See the OTRS manual for more details. in the event you'd like to receive (commercial) support in configuring and setting up OTRS please contact me off-list to discuss. Kind regards, Michiel Beijen Software Consultant +31 6 457 42 418 Bee Free IT + http://beefreeit.nl On May 20, 2009 5:19 PM, ravi shanker rshanker...@yahoo.com wrote: Hi all, Help me with configuring POP3 mail account to otrs(mysql). have configured pop3 account with hostname,pwd ..etc in admin area of user interface. after that when i create phone ticket,email ticket from my account i'm not recieving mail notifications for cases created. i dont have perl installed in system.is any other configuration required for pop3 other that from admin interface. thanks in advance Ravi Shankar - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] why ticket's body or note is mandatory?
Hi Maurice, My main problem is when I want to close a ticket I must enter some text in body of it. Is there any way to get rid of this? Yes, in the sysconfig there is a way to disable the requirement of text in the message. I remember this being discussed and resolved sometime ago. I do not remember the exact solution. I do know that you can change the default body from blank to space in the sysconfig. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] help needed
Hi all, I am newbie to otrs. I setup few new emails and was trying to figure out how it works in win32 platform. I have setup ticket notification system. But when I check email, there is no notification. I don't know what is going on. I have setup SMTP(sysconfig--code::sendmail). I have put all things like host, login and password. I don't what is the fault. Can anyone help me out. Thanx Fahad - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Available tickets and article actions
Only articles that were received as an external email can be bounced From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Jeffery Chen Fan Sent: Wednesday, May 20, 2009 5:14 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Available tickets and article actions dear all, who can answer question 1? i have the same question. 1. Some articles could be printed, forwarded, bounced and split, but some could only be printed, forwarded and split. What kind of articles does not have the bounce option? On Tue, Mar 10, 2009 at 8:47 PM, Jeremy Adams jeremyad...@dcccd.edu wrote: We have 5000 tickets in Junk queue, but only 1200 of them are available, why? Can we set the available value? Are they locked? Locked tkts don't show in the queue. Jeremy Adams PC Support Specialist I Cedar Valley College 972.860.8086 Arlene Wu arlene...@heartsome.net 03/10/09 3:26 AM Hi, I have two confusing questions: 1. Some articles could be printed, forwarded, bounced and split, but some could only be printed, forwarded and split. What kind of articles does not have the bounce option? 2. We have 5000 tickets in Junk queue, but only 1200 of them are available, why? Can we set the available value? Thanks, Arlene - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ -- Jeffery ___ /\__\ What is the world coming to? \/__/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] why ticket's body or note is mandatory?
Another option is to just hit the space bar in the body of the message. You do not have to type actual letters and numbers. From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Shawn Beasley Sent: Wednesday, May 20, 2009 10:29 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] why ticket's body or note is mandatory? Afshar, On 20.05.2009, at 15:42, Afshar Mohebbi wrote: Hi Maurice, My main problem is when I want to close a ticket I must enter some text in body of it. Is there any way to get rid of this? The check is only java scritping in the DTL, but as was already stated, it does not make much sense to turn this check off. Why bother adding a note if you are going to leave the body empty? Best wishes, -- Shawn Beasley Support Technician ((otrs)) :: OTRS AG :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003 240 97505 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstand: André Mindermann (Vorsitzender), Martin Edenhofer NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] help needed
Its good that you have just started. Is there a reason that you chose to install on window$? From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of fahad noor Sent: Wednesday, May 20, 2009 12:30 PM To: otrs@otrs.org Subject: [otrs] help needed Hi all, I am newbie to otrs. I setup few new emails and was trying to figure out how it works in win32 platform. I have setup ticket notification system. But when I check email, there is no notification. I don't know what is going on. I have setup SMTP(sysconfig--code::sendmail). I have put all things like host, login and password. I don't what is the fault. Can anyone help me out. Thanx Fahad - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Available tickets and article actions
what means articles from customers? phone-ticket ? email-ticket ? customer web interface ? On Wed, May 20, 2009 at 5:52 PM, Arlene Wu arlene...@heartsome.net wrote: Only articles from customers could be split and bounced. -- Jeffery ___ /\__\ What is the world coming to? \/__/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Available tickets and article actions
have reading the source code,
found the answer,
The condition is
For Bounce Link
(senderType = customer and articleType is not begin with note.) or
(articleType is email-external.)
For Split Link
(senderType = customer) and (articleType is not begin with note).
!-- dtl:block:AgentArticleComBounce --
dtl if ($Data{ArticleType} eq email-external) {
$Data{ArticleBounceString} = Bounce; }
dtl if ($Data{SenderType} ne customer) {
$Data{ArticleBounceString} = ; }
a
href=$Env{Baselink}Action=AgentTicketBounceTicketID=$Data{TicketID}ArticleID=$Data{ArticleID}QueueID=$Data{QueueID}
onmouseover=window.status='$JSText{Bounce}'; return true;
onmouseout=window.status='';$Text{$Data{ArticleBounceString}}/a
!-- dtl:block:AgentArticleComBounce --
# check if split should be shown
!-- dtl:block:AgentArticleComPhone --
dtl if ($Data{SenderType} eq customer) {
$Data{ArticleSplitString} = Split; }
a
href=$Env{Baselink}Action=AgentTicketPhoneArticleID=$Data{ArticleID}QueueID=$Data{QueueID}LinkTicketID=$QData{TicketID}
onmouseover=window.status='$JSText{Split}'; return true;
onmouseout=window.status='';$Text{$Data{ArticleSplitString}}/a
!-- dtl:block:AgentArticleComPhone --
# select the output template
if ( $Article{ArticleType} =~ /^note/i ) {
# without compose links!
if (
$Param{CustomerUserID}
$Param{CustomerUserID} =~ /^$Self-{UserLogin}$/i
$Self-{ConfigObject}-Get('Ticket::AgentCanBeCustomer')
)
{
$Self-{LayoutObject}-Block(
Name = 'AgentIsCustomer',
Data = { %Param, %Article, %AclAction },
);
}
$Self-{LayoutObject}-Block(
Name = 'AgentArticleCom',
Data = { %Param, %Article, %AclAction },
);
# check if print link should be shown
if (
$Self-{ConfigObject}-Get('Frontend::Module')-{AgentTicketPrint}
( !defined( $AclAction{AgentTicketPrint} ) ||
$AclAction{AgentTicketPrint} )
)
{
my $OK = $Self-{TicketObject}-Permission(
Type = 'ro',
TicketID = $Param{TicketID},
UserID = $Self-{UserID},
LogNo= 1,
);
if ($OK) {
$Self-{LayoutObject}-Block(
Name = 'AgentArticleComPrint',
Data = { %Param, %Article, %AclAction },
);
}
}
}
else {
# without all!
if (
$Param{CustomerUserID}
$Param{CustomerUserID} =~ /^$Self-{UserLogin}$/i
$Self-{ConfigObject}-Get('Ticket::AgentCanBeCustomer')
)
{
$Self-{LayoutObject}-Block(
Name = 'AgentIsCustomer',
Data = { %Param, %Article, %AclAction },
);
}
On Thu, May 21, 2009 at 8:57 AM, Jeffery Chen Fan jeffe...@gmail.comwrote:
what means articles from customers?
phone-ticket ? email-ticket ? customer web interface ?
On Wed, May 20, 2009 at 5:52 PM, Arlene Wu arlene...@heartsome.netwrote:
Only articles from customers could be split and bounced.
--
Jeffery
___
/\__\ What is the world coming to?
\/__/
--
Jeffery
___
/\__\ What is the world coming to?
\/__/
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Re: [otrs] why ticket's body or note is mandatory?
Thanks all! This is our user's request indeed. They don't want to enter any text even a single space when they close a ticket or when taking ownership a ticket. Many thanks for your attentions Afshar Mohebbi On Thu, May 21, 2009 at 4:40 AM, Maurice James midnightst...@msn.comwrote: Another option is to just hit the space bar in the body of the message. You do not have to type actual letters and numbers. *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of *Shawn Beasley *Sent:* Wednesday, May 20, 2009 10:29 AM *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] why ticket's body or note is mandatory? Afshar, On 20.05.2009, at 15:42, Afshar Mohebbi wrote: Hi Maurice, My main problem is when I want to close a ticket I must enter some text in body of it. Is there any way to get rid of this? The check is only java scritping in the DTL, but as was already stated, it does not make much sense to turn this check off. Why bother adding a note if you are going to leave the body empty? Best wishes, -- Shawn Beasley Support Technician ((otrs)) :: OTRS AG :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003 240 97505 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstand: André Mindermann (Vorsitzender), Martin Edenhofer NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] What version of the FAQ module should I use with OTRS 2.3.4 and OTRS::ITSM 1.2.3?
-- Dr. Rodney G. McDuff |Ex ignorantia ad sapientiam Manager, Strategic Technologies Group|Ex luce ad tenebras Information Technology Services | The University of Queensland | EMAIL: mcd...@its.uq.edu.au | TELEPHONE: +61 7 3365 8220 | - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs-de] Verschiedensprachige Customer
Ich hatte die Antwort bereits beim ersten mal gesehen. Ist zwar eine Lösung, mir aber zu hemdsärmlig, da ich dann jede Queue für alle unterstützen Sprachen einrichten müsste. = Wird schnell unübersichtlich und macht das Leben für die Agenten nicht eben einfacher. Trotzdem Danke für die Idee Grtz Peter Date: Tue, 19 May 2009 21:57:22 +0200 From: Frans Stekelenburg frans.stekelenb...@netdialog.eu Subject: Re: [otrs-de] Verschiedensprachige Customer To: User questions and discussions about OTRS.org in German otrs-de@otrs.org Cc: p.ettin...@bauer-informatik.de Message-ID: 67676e1de2b4ef4eb1ac8c4ad059482f0927c...@ex-be-001.asp.is.nl Content-Type: text/plain; charset=iso-8859-1 Hallo, Wie ich vorher schrieb, glaub das ist jetzt nur möglich mit ein separate Queue für jeder Sprache. Trotzdem, wenn es irgendwo ein Anpassung von OTRS gibt hör ich das gerne. gr, Frans - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
[otrs-de] Anhänge bzw. Tickets größer al s X MB
Gibt's ne Möglichkeit via genericAgent alte, geschlossene Tickets zu löschen, die GRÖSSER als z.B. 2MB sind -- dabei handelt es sich immer um irgendwelche PDFs die meine User mitschicken und die DB zumüllen. Ideen? -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12200 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.de - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
