[otrs] Calendar with half hours

[Ugo Bellavance]

Hi,

Is there a way to configure the calendars so that the business hours are 
8:30AM - 4:30PM?


Thanks,

Ugo

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[otrs] Match priority to SLA

[Ugo Bellavance]

Hi,

How could I match priorities to SLA?

When the ticket is created with a given SLA, I want to have a 
corresponding priority set (for the color).  Of course, if the SLA is 
changed, the priority should also change.


Thanks,

Ugo

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Re: [otrs] Field template on creation of different type of the ticket

[Ugo Bellavance]

Le 2011-08-10 11:43, Xiaoxing Meng a écrit :

When you said you couldn't make it work, dose that mean that you can't see the 
field template that you defined in your customer interface?


Did it work for you?


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Re: [otrs] PostMaster filter to process a TicketTime Value

[Ugo Bellavance]

Le 2011-08-11 09:51, Gerald Young a écrit :

yes, but close your parentheses :)


It works, thanks!

Ugo

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Re: [otrs] Missing Free Fields Link

[LQ Marshall]

Le 2011-08-17 16:48, LQ Marshall a écrit :
> In which interface? Agent? Customer? Both?
>
> Can you see them in the database?

The agent interface is where I'm attempting to restore the link.

Not sure how useful the Free Field link would be for a customer (a good 
opportunity for them to corrupt something?) but I suppose that it might be 
needed for some.

Continue to look but not finding much success. 

Specifically, a link on the agent ticket screen called "FREE FIELDS" used to be 
there. The link returned a screen where I would primarily fix/setup 
Master-Slave settings.  The screen allowed you to edit other Free Fields as 
well and the Ticket title as well.

After we upgraded to 3.0.x the link didn't return... and I've got a number of 
master-slave edits to make and can't find the page to correct them.

If you know please share... ty


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Re: [otrs] Missing Free Fields Link

[Ugo Bellavance]

Le 2011-08-17 16:48, LQ Marshall a écrit :

After our last two upgrades, the "Free Fields" link disappears from the 
tickets. Last time I eventually found that something had been incorrectly set and turned 
them off, but I'm not been so successful with 3.0.x.  I've not been able to find an 
appropriate link in my searches.

Does anyone know where what setting enables the Free Fields button on the 
tickets?


In which interface? Agent? Customer? Both?

Can you see them in the database?


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[otrs] Missing Free Fields Link

[LQ Marshall]

After our last two upgrades, the "Free Fields" link disappears from the 
tickets. Last time I eventually found that something had been incorrectly set 
and turned them off, but I'm not been so successful with 3.0.x.  I've not been 
able to find an appropriate link in my searches.

Does anyone know where what setting enables the Free Fields button on the 
tickets?

tia

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Re: [otrs] Free Text type

[Michiel Beijen]

You'd need to have either a bit javascript involved or add some back
end logic (and best is probably to do both). You'd absolutely need to
add code, you can't 'configure' this.
Of course, my company would be able to help you out, if needed, ==>
en...@otrs.com

--
Mike.

On Wed, Aug 17, 2011 at 21:50, Wagner  wrote:
> Also I need another thing,
>
> I'll have 3 fields, the first 2, the user will enter a number, the 3 field
> will be the SUM of the first 2 fields.
>
> How May I do that?
>
> Thanks
>
> 2011/8/17 Wagner 
>>
>> Thanks, thats what I wanted,
>>
>> 150 chracters is enough
>>
>> but how I do this in Config.pm?
>>
>> Thanks
>>
>> 2011/8/17 Michiel Beijen 
>>>
>>> Hi Roy,
>>>
>>> On Wed, Aug 17, 2011 at 20:28, Roy Kaldung  wrote:
>>> > E.g. for FreeTextField1 set up TicketFreeKey1 with a proper keyname and
>>> > leave TicketFreeText1 empty.
>>>
>>> That is possible, but the TicketFreeText field will be just one single
>>> line. You can't configure it to display a text area. Also, you can't
>>> store more than 150 characters in a ticketfreetext field.
>>>
>>> In the upcoming OTRS 3.1 version we'll have a new feature called
>>> 'Dynamic Fields' where you could add text-areas, timestamps, and date
>>> fields, in a more dynamic fashion than previously. I look very much
>>> forward to it...
>>> Development for this just recently started.
>>>
>>> --
>>> Mike
>>> -
>>> 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
>>
>
>
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Re: [otrs] Free Text type

[Wagner]

Also I need another thing,

I'll have 3 fields, the first 2, the user will enter a number, the 3 field
will be the SUM of the first 2 fields.

How May I do that?

Thanks

2011/8/17 Wagner 

> Thanks, thats what I wanted,
>
> 150 chracters is enough
>
> but how I do this in Config.pm?
>
> Thanks
>
>   2011/8/17 Michiel Beijen 
>
>> Hi Roy,
>>
>> On Wed, Aug 17, 2011 at 20:28, Roy Kaldung  wrote:
>> > E.g. for FreeTextField1 set up TicketFreeKey1 with a proper keyname and
>> > leave TicketFreeText1 empty.
>>
>> That is possible, but the TicketFreeText field will be just one single
>> line. You can't configure it to display a text area. Also, you can't
>> store more than 150 characters in a ticketfreetext field.
>>
>> In the upcoming OTRS 3.1 version we'll have a new feature called
>> 'Dynamic Fields' where you could add text-areas, timestamps, and date
>> fields, in a more dynamic fashion than previously. I look very much
>> forward to it...
>> Development for this just recently started.
>>
>> --
>> Mike
>>  -
>> 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
>>
>
>
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Re: [otrs] Free Text type

[Wagner]

Thanks, thats what I wanted,

150 chracters is enough

but how I do this in Config.pm?

Thanks

2011/8/17 Michiel Beijen 

> Hi Roy,
>
> On Wed, Aug 17, 2011 at 20:28, Roy Kaldung  wrote:
> > E.g. for FreeTextField1 set up TicketFreeKey1 with a proper keyname and
> > leave TicketFreeText1 empty.
>
> That is possible, but the TicketFreeText field will be just one single
> line. You can't configure it to display a text area. Also, you can't
> store more than 150 characters in a ticketfreetext field.
>
> In the upcoming OTRS 3.1 version we'll have a new feature called
> 'Dynamic Fields' where you could add text-areas, timestamps, and date
> fields, in a more dynamic fashion than previously. I look very much
> forward to it...
> Development for this just recently started.
>
> --
> Mike
>  -
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Re: [otrs] Free Text type

[Michiel Beijen]

Hi Roy,

On Wed, Aug 17, 2011 at 20:28, Roy Kaldung  wrote:
> E.g. for FreeTextField1 set up TicketFreeKey1 with a proper keyname and
> leave TicketFreeText1 empty.

That is possible, but the TicketFreeText field will be just one single
line. You can't configure it to display a text area. Also, you can't
store more than 150 characters in a ticketfreetext field.

In the upcoming OTRS 3.1 version we'll have a new feature called
'Dynamic Fields' where you could add text-areas, timestamps, and date
fields, in a more dynamic fashion than previously. I look very much
forward to it...
Development for this just recently started.

--
Mike
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Re: [otrs] Free Text type

[Carlos Andrés Gallego Arboleda]

Yes, if you want onli a text area, don't check and no fill any TicketFreeText
value.  on
*
*
http://server/otrs/index.pl?Action=AdminSysConfig&Subaction=Edit&SysConfigSubGroup=Core%3A%3ATicketFreeText&SysConfigGroup=Ticket

Now your Freetext is a text area.





2011/8/17 Wagner 

> I don't want to make the user select a value, I want that he can write
> whatever is needed, like a description field, is there a way to configure a
> FreeText like this?
>
> Thanks
>
>
> 2011/8/17 Roy Kaldung 
>
>>  On 8/17/11 5:02 PM, Wagner wrote:
>> > Hello,
>> >
>> > is there a way to use a FreeText to a field like a text area where the
>> > user be free to type whatever he wants?
>>
>> Hi,
>>
>> choose an unused TicketFreeText Field and configure it properly:
>> Admin -> SysConfig -> Ticket -> Core::TicketFreeText
>>
>> then make it visible for the customer:
>> Admin -> SysConfig -> Ticket -> Frontend::Customer::TicketViewNew
>>
>> hth,
>> Roy
>>
>> --
>> Roy Kaldung
>> e-mail: r...@kaldung.com
>> -
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>> Archive: http://lists.otrs.org/pipermail/otrs
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>>
>
>
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Re: [otrs] Free Text type

[Roy Kaldung]

On 8/17/11 8:20 PM, Wagner wrote:
> I don't want to make the user select a value, I want that he can write
> whatever is needed, like a description field, is there a way to
> configure a FreeText like this?

Yes, there is.
E.g. for FreeTextField1 set up TicketFreeKey1 with a proper keyname and
leave TicketFreeText1 empty.

Roy

-- 
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e-mail: r...@kaldung.com
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Re: [otrs] Free Text type

[Wagner]

I don't want to make the user select a value, I want that he can write
whatever is needed, like a description field, is there a way to configure a
FreeText like this?

Thanks


2011/8/17 Roy Kaldung 

>  On 8/17/11 5:02 PM, Wagner wrote:
> > Hello,
> >
> > is there a way to use a FreeText to a field like a text area where the
> > user be free to type whatever he wants?
>
> Hi,
>
> choose an unused TicketFreeText Field and configure it properly:
> Admin -> SysConfig -> Ticket -> Core::TicketFreeText
>
> then make it visible for the customer:
> Admin -> SysConfig -> Ticket -> Frontend::Customer::TicketViewNew
>
> hth,
> Roy
>
> --
> Roy Kaldung
> e-mail: r...@kaldung.com
> -
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Re: [otrs] Free Text type

[Roy Kaldung]

On 8/17/11 5:02 PM, Wagner wrote:
> Hello,
>  
> is there a way to use a FreeText to a field like a text area where the
> user be free to type whatever he wants?

Hi,

choose an unused TicketFreeText Field and configure it properly:
Admin -> SysConfig -> Ticket -> Core::TicketFreeText

then make it visible for the customer:
Admin -> SysConfig -> Ticket -> Frontend::Customer::TicketViewNew

hth,
Roy

-- 
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e-mail: r...@kaldung.com
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Re: [otrs] Send Customer Notification With SLA time

[Wagner]

I'll try it,

thanks

2011/8/16 Gerald Young 

> http://forums.otrs.org/viewtopic.php?f=60&t=10762
>
>
> On Tue, Aug 16, 2011 at 8:24 PM, Wagner  wrote:
>
>> that was I thought, I could use the SLA update state, but which would be
>> the SLA tag to use in the body of the notification?
>>
>> Or where can I see all tags that can be used?
>>
>> Thanks
>>
>>
>> 2011/8/16 Gerald Young 
>>
>>> you might be able to do that with a notification event.
>>>
>>>   On Tue, Aug 16, 2011 at 12:49 PM, Wagner  wrote:
>>>
  Hello,

 is there a way to send a e-mail to the customer with the estimated SLA
 time for solving his issue?

 and a e-mail if the SLA time has reached 50%, and another if it reaches
 90%

 Thanks

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>>>
>>>
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>>
>>
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>
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[otrs] Free Text type

[Wagner]

Hello,

is there a way to use a FreeText to a field like a text area where the user
be free to type whatever he wants?

Thanks
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Re: [otrs] How to sort ticket view queue or ticket view stutus by last changed ticket

[Muhammad El-Sergani]

Hello Mohammad,

I had the same problem, and solved it this way:

1- Go to
http://opar.perl-services.de/bin/index.cgi/package/T/TI/TISAR/MyHammerQueueViewByCustCont
2- Press download, and keep the file in a place you know
3- Go to Admin --> Package Manager
4- Press Choose File
5- Browse to the downloaded file and select it
6- Press Install, and then it's pretty straight forward

Note: do not quote "plz help me" in your emails, it's shameful and the OTRS
list here is always a wonderful place to seek help without actually saying
so, and you'll always get help ASAP.

Let us know if you need further help.

//M



On Wed, Aug 17, 2011 at 3:22 PM, mohammad shahmoradi <
shahmoradi.moham...@gmail.com> wrote:

> I'm new to OTRS and I'm using otrs 3.0.9.
> tickets are not displayed by last changed ticket order.
> Is there any way to sort tickets by last changed ticket so when someone
> adds a note to a ticket or sends a responce to a ticket  you can understand.
>
> Or is there any way to add a colomn to ticket view stutus that shows last
> changed ticket ???
>
> plz help me
>
>
>
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Re: [otrs] Duplicates... link or merge?

[Ugo Bellavance]

Le 2011-08-15 03:39, Matus UHLAR - fantomas a écrit :

In 2.3, we used to use merge, but when closing one ticket, the other
would need to be closed manually.



Le 2011-08-11 04:11, Lars Jørgensen a écrit :

As far as I know, you don't need to close a merged ticket. The status
"merged" can be considered as "this ticket is merged into another
ticket, and is now closed". Merged tickets don't count as "open"
tickets anywhere in the system.

We merge tickets when several customers complain about the same error
(and we don't have to get back to each of them personally).


On 11.08.11 08:13, Ugo Bellavance wrote:

That's weird. I just made a test on 3.0.9. I merged a ticket to
another one. I closed the "master" (2011030836000124) but the other
(201101243699) remains as status "New", with a comment inside
saying "Merged Ticket 201101243699 to 2011030836000124."


This happened to me when I merged ticket in Raw queue into another
ticket, the ticket was left open. I have set up Raw queue so tickets in
it can't be closed, which should explain why this happened.

Perhaps you have similar setup?


No, I guess I'll have to try Lars's suggestion.

Thanks,

Ugo

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[otrs] How to sort ticket view queue or ticket view stutus by last changed ticket

[mohammad shahmoradi]

I'm new to OTRS and I'm using otrs 3.0.9.
tickets are not displayed by last changed ticket order.
Is there any way to sort tickets by last changed ticket so when someone adds
a note to a ticket or sends a responce to a ticket  you can understand.

Or is there any way to add a colomn to ticket view stutus that shows last
changed ticket ???

plz help me
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Re: [otrs] RSS Modules

[Michiel Beijen]

Hi Mikola,

Right now adding RSS feeds to the customer interface is not something
you can configure. This means that getting a subscription (which
obviously has great other benefits, see
http://www.otrs.com/solutions/subscriptions/ ) will not help you get
feeds in the customer interface.

That said, of course my company also offers custom development, we can
offer to build it for you and/or the next version of OTRS:
http://www.otrs.com/solutions/services/custom-development/

Just drop my colleagues a line via en...@otrs.com or use the contact
form on our web site: http://www.otrs.com/company/contact/

Regards,

Mike

On Tue, Aug 16, 2011 at 18:51, Mikola Rose  wrote:
> I assume that this might be something out of the norm :D  Is this type of
> customization something that I would need an OTRS Subscription for?
>
>
>
>
>
>
>
> From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
> Mikola Rose
> Sent: Wednesday, August 03, 2011 4:34 PM
> To: otrs@otrs.org
> Subject: [otrs] RSS Modules
>
>
>
> Hi again,
>
>
>
> Has anyone had any experience with adding the rss feeds that are found on
> the agent dashboard to the customer pages?
>
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