Re: [otrs] How to change text in customer ticket update notification?

[Bryan Baldwin]

On 07/24/2010 11:07 PM, paul gore wrote:

Yes, I meant notifications section. My problem is I do not see any
customer related notifications available there, only agents.
I have seen similar problem reported here with no reply. So is it a
bug? Can it be fixed?


Its not a bug of which I am aware. The notifications are store in your 
database backend under the table "notifications". If you specified an 
OTRS specific table name prefix, it will be "${prefix}notifications".


For example:

If you made "otrs_" your prefix, the notifications table will be called 
"otrs_notifications".


Make an SQL query to ensure the notifications are in that table. The 
field "notification_type" will show you the name of each notification.


For example:

The record with notification_type "Agent::NewTicket" will contain all 
the data for notifying Agents about new tickets.


When you first installed OTRS, if you used the web installer, it will 
have run several sql statements stored as files to set up the database. 
If you installed manually, you would have run the sql statements 
yourself. The statement files should be in your otrs directory in 
scripts/database. The statement file that inserts the notifications data 
(and possibly lots of other stuff, too) should be called 
otrs_initial-insert.sql.


Don't just blindly re-insert all that data, either. Don't assume I know 
what I'm talking about. Have a good look into the contents of the file. 
You may only need to pick out a couple sql inserts to put back the 
default notification in the language(s) you want. Good luck! (-:

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Re: [otrs] OTRS 3.0 beta admin manual?

[Michiel Beijen]

Hi Jos,

The problem with the beta release on 2nd of August is that it will be
used as a base to update the documentation with it.. so I'm afraid
there will not be a 3.0 manual at that point. You can expect it with
later beta versions.
That said, apart from a complete re-write of the GUI not THAT much has
changed (I mean it's still OTRS... :D), so you can probably figure it
out by working with the 2.4 manual, and asking the occasional question
via the mailing list, the forum or the IRC channel #otrs on freenode.

((enjoy))

Michiel Beijen
Senior Consultant

Follow me on Twitter: @otrsnl [https://twitter.com/otrsnl]

OTRS BV
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The Netherlands

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F: +31 71 8200 254
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GET OTRS::ITSM 2.0 NOW - including the brand new change management
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On Thu, Jul 22, 2010 at 8:06 PM, Jos Vos  wrote:
> Hi,
>
> Is there a (draft) OTRS 3.0 admin manual available?  Or will there be
> one available on 2 August, when the 3.0 beta software is released?
>
> When testing the CVS version, as I'm doing right now (will switch to
> 3.0 beta on 2 August), an accompanying admin manual would be nice
> to have :).
>
> Thanks,
>
> --
> --    Jos Vos 
> --    X/OS Experts in Open Systems BV   |   Phone: +31 20 6938364
> --    Amsterdam, The Netherlands        |     Fax: +31 20 6948204
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Re: [otrs] Can anyone tell me when OTRS 3.0 is downloadable???

[Michiel Beijen]

Hi Bhavik,

The first beta will be available August 2nd, which is next Monday. The
GA version ("Stable") will be available in December 2010. But please
note that the ITSM modules, and other OTRS packages such as FAQ have
not been ported to the 3.0 framework by now, and each have their own
release schedule, which is not fixed yet.
But, just as with the 2.4 release, expect it to be a couple of monts
after OTRS GA.

((enjoy))

Michiel Beijen
Senior Consultant

Follow me on Twitter: @otrsnl [https://twitter.com/otrsnl]

OTRS BV
Schipholweg 103
2316 XC  Leiden
The Netherlands

T: +31 71 8200 255
F: +31 71 8200 254
I:  http://www.otrs.com

GET OTRS::ITSM 2.0 NOW - including the brand new change management
module! It's the only ITIL® V3 compatible open-source IT Service
Management solution certified by PinkVERIFY worldwide! -
http://bit.ly/dv4CJF

On Mon, Jul 26, 2010 at 2:12 PM, Bhavik - Gmail
 wrote:
> I neeed to know it very urgently as I m making my next month schedule to my
> respected client.
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Re: [otrs] Can anyone tell me when OTRS 3.0 is downloadable???

[Bhavik - Gmail]

I neeed to know it very urgently as I m making my next month schedule to my 
respected client.
  - Original Message - 
  From: otrs-requ...@otrs.org 
  To: otrs@otrs.org 
  Sent: Monday, July 26, 2010 5:30 PM
  Subject: otrs Digest, Vol 22, Issue 57


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  Today's Topics:

 1. Re:  UPDATE ** OTRS User Group Meetup! OTRS 3 Beta Release
Party got canceled! (Martin Edenhofer)


  --

  Message: 1
  Date: Mon, 26 Jul 2010 13:57:27 +0200
  From: Martin Edenhofer 
  Subject: Re: [otrs] UPDATE ** OTRS User Group Meetup! OTRS 3 Beta
  Release Party got canceled!
  To: "User questions and discussions about OTRS." 
  Message-ID: <2b9f0ea6-1392-4079-98cd-44212401e...@otrs.org>
  Content-Type: text/plain; charset=us-ascii

  Hi,

  On 26.07.2010, at 10:28, Alexander Halle wrote:

  >> I think this is a really good idea. I'd love to participate in this
  >> meeting. What's the (possible) agenda ?
  > 
  > I've set up a wiki page for coordination :
  > 
  > http://wiki.otrs.org/index.php?title=OTRS_user_meeting_08/2010
  > 
  > Regarding the agenda, has anyone the old agenda as an orientation ? What 
was the start time, 11:00 ?

  Cool! Sounds like web 2.0! :)

  I also will participate! :)

   -Martin

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Re: [otrs] UPDATE ** OTRS User Group Meetup! OTRS 3 Beta Release Party got canceled!

[Martin Edenhofer]

Hi,

On 26.07.2010, at 10:28, Alexander Halle wrote:

>> I think this is a really good idea. I'd love to participate in this
>> meeting. What's the (possible) agenda ?
> 
> I've set up a wiki page for coordination :
> 
> http://wiki.otrs.org/index.php?title=OTRS_user_meeting_08/2010
> 
> Regarding the agenda, has anyone the old agenda as an orientation ? What was 
> the start time, 11:00 ?

Cool! Sounds like web 2.0! :)

I also will participate! :)

 -Martin
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Re: [otrs] Adding a new ticket creation screen

[Alexander Halle]

McCarroll, Robert wrote :

Our call center supports two separate phone lines, and the information
required for a request on one line is radically different from the
information required on the other line.  It has also been determined
that we would like to retain the option of processing e-mail requests.
As such I wanted to know if there was a way to either add an additional
ticket creation screen which would have it's own template, or to have
the ticket type determine which fields appeared and were required on the
primary ticket creation screen.  I have thusfar been unable to find any
information which indicates either is possible without an expert
understanding of perl, but I may have been looking in the wrong places.


Hi Robert,

instead of two ticket creation screens you could use a single one that 
includes all options and then block some of them for some agents via ACL 
depending on the user group. In that way agent group 1 would see a 
different screen than agent group 2.


However if both screens are needed by one agent group this would only 
work if they use different logins for the different screens.


Apart from that you could create a special web interface which acts as 
an additional ticket creation screen and posts its inputs to OTRS.


AFAIK there's no built-in possibilty for two screens. I think you could 
create a new module by cloning the existing AgentTicketPhone but it 
could be difficult to properly divide them and to maintain it after OTRS 
updates.


Regards

Alexander

--
radprax Gesellschaft fuer medizinische Versorgungszentren mbH,
Bergstr. 7 - 9, 42105 Wuppertal,
Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119
Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate 
Tewaag
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Re: [otrs] No navigation bar

[Annika Liikanen]

Heh, resolved this.

Config Options: TimeAccounting -> Frontend::Agent

TimeAccounting::MaxIntervalOfIncompleteDays:
Working days after at the latest working units have to insert.

This was 4 days. I changed it to 30 days, no agents can see the navibar again. 
=)

-Annika-

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Annika 
Liikanen
Sent: 26. heinäkuuta 2010 13:58
To: User questions and discussions about OTRS.
Subject: [otrs] No navigation bar

Hi!

I have a strange problem with few agents. When they log in, there´s no 
navigation bar at all. There opens just Time Accounting page, but no navi bar, 
no icons. We all agents have the same rights, my account works. I made a new 
test account and it works too. Any ideas?

--
Annika Liikanen
www.onh.fi
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Re: [otrs] No navigation bar

[Marco Vannini]

http://www.mail-archive.com/otrs@otrs.org/msg23688.html

HTH

MV

On Mon, Jul 26, 2010 at 12:58 PM, Annika Liikanen wrote:

>  Hi!
>
>
>
> I have a strange problem with few agents. When they log in, there´s no
> navigation bar at all. There opens just Time Accounting page, but no navi
> bar, no icons. We all agents have the same rights, my account works. I made
> a new test account and it works too. Any ideas?
>
>
>
> --
>
> Annika Liikanen
>
> www.onh.fi
>
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[otrs] No navigation bar

[Annika Liikanen]

Hi!

I have a strange problem with few agents. When they log in, there´s no 
navigation bar at all. There opens just Time Accounting page, but no navi bar, 
no icons. We all agents have the same rights, my account works. I made a new 
test account and it works too. Any ideas?

--
Annika Liikanen
www.onh.fi
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Re: [otrs] UPDATE ** OTRS User Group Meetup! OTRS 3 Beta Release Party got canceled!

[Alexander Halle]

Torsten Thau wrote :

I think this is a really good idea. I'd love to participate in this
meeting. What's the (possible) agenda ?


Hi,

I've set up a wiki page for coordination :

http://wiki.otrs.org/index.php?title=OTRS_user_meeting_08/2010

Regarding the agenda, has anyone the old agenda as an orientation ? What 
was the start time, 11:00 ?


Some ideas for the agenda :

- check-in
- round of introductions
- example workflows of participants
- OTRS 3.0 Beta presentation
- live OTRS 3.0 Beta installation
- live OTRS 3.0 Beta upgrade
- future meeting

Regards

Alexander

--
radprax Gesellschaft fuer medizinische Versorgungszentren mbH,
Bergstr. 7 - 9, 42105 Wuppertal,
Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119
Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate 
Tewaag
Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 132/5889/0264,  DE 814559152
Web: http://www.radprax.de


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