[otrs] FAQ width
My FAQ width is showing very narrow on the public FAQ pages. I compare them to the demo FAQ from the otrs.org website and there it is centered nicely. Mine is about half as wide as my screen stuck to the left side of the monitor. Does anybody know what file to edit, maybe a .dtl file and possible what line to edit? I have my own theme working fine. Thank you, Craig >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~< - 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] AJAX and Rich Text not working 2.4.2
I did a clean install of 2.4.2 and noticed that I am not getting the AJAX functionality to work and also I don't get the option to format the text using the Rich Text Editor for FAQs or tickets. It might just be a permissions issue, does anybody know which files to check for this? Any help would be greatly appreciated. Thank you. >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~< - 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] 2.4 upgrade on a new install
I have a new install of 2.4.2 working and I need to bring in tickets from a 2.2.3 install. I have the backup file of all the tickets from the 2.2.3 install named as DatabaseBackup.sql.gz on the new machine install of 2.4.2. When I perform the dump into the database it replaces my 80 tables with 76 tables. Is there something I need to do additionally to get this working correctly? Do I need to run the DBUpdate scripts specified in the UPGRADING file? TIA >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~< - 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] upgrading to 2.4.1 frustration
Please help. I have been having many issues with the upgrade from 2.3.4 to 2.4.1. I am following the steps in the UPGRADING file to upgrade OTRS on an openSUSE 10.3 box. I get through the first two steps just fine and then am trying the actual install of the new RPM package. As root I do: rpm -ivh otrs-2.4.1-01.noarch.rpm It returns many file conflicts with the previous package otrs 2.3.3-01. I get for example, warning: [file.dtl] conflicts with [file.dtl] from package otrs 2.3.3-01 on many files. So next I uninstalled OTRS 2.3.4 using YaST and tried again. Now I am getting for example, warning: [file.dtl] created as [file.dtl.rpmnew] on many files. Am I missing a step here? I thought that the install would just work but maybe I need to use a --force argument when running the rpm -ivh? I tried using YaST for the install first but that looked like it wanted to start the install then it would just close the window with no warning. Please help. Craig >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~< - 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] errors installing 2.4.1 via YaST
Hello, I am using YaST to install 2.4.1 on opensuse and I am running into dependency failures. I have these repositories enabled: Main Repository (Sources) Main Update Repository openSUSE BuildService - KDE:Community Main Repository (OSS) openSUSE 10.3 DVD 10.3 With everything fully updated, I am still getting these errors: No valid solution found with just resolvables of best architecture. With this run only resolvables with the best architecture have been regarded. Regarding all possible resolvables takes time, but can come to a valid result. Conflict Resolution: ( ) Make a solver run with ALL possibilities. otrs cannot be installed due to missing dependencies There are no installable providers of perl-PDF-API2 for otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] === otrs-2.1.7-39.2.i586[http://download.opensuse.org/update/10.3/] === otrs-2.1.7-39.2.i586[http://download.opensuse.org/update/10.3/] will be installed by another application. (ApplLow/ApplHigh) mysql-client-5.0.45-22.7.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (mysql-client == 5.0.45-22.7) perl-5.8.8-76.4.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (perl == 5.8.8-76.4) 24 more... apache2-2.2.4-70.8.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (apache2 == 2.2.4-70.8) mysql-5.0.45-22.7.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (mysql == 5.0.45-22.7) procmail-3.22-139.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (procmail == 3.22-139) fillup-1.42-179.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (fillup == 1.42-179) insserv-1.09.0-46.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (insserv == 1.09.0-46) apache2-mod_perl-2.0.3-55.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (apache2-mod_perl == 2.0.3-55) net-tools-1.60-650.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (/bin/hostname) perl-base-5.8.8-76.4.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (/usr/bin/perl) bash-3.2-61.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (/bin/sh) grep-2.5.2-28.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (/bin/grep) sed-4.1.5-64.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (sed == 4.1.5-64) coreutils-6.9-43.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (coreutils == 6.9-43) pwdutils-3.1.4-27.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (/usr/sbin/useradd) perl-Net-DNS-0.60-16.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (perl-Net-DNS == 0.60-16) perl-GDTextUtil-0.85-216.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (perl-GDTextUtil == 0.85-216) perl-DBI-1.58-17.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (perl-DBI == 1.58-17) perl-DBD-mysql-4.005-26.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (perl-Msql-Mysql-modules) perl-GD-2.35-74.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (perl-GD == 2.35-74) perl-GDGraph-1.44-52.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (perl-GDGraph == 1.44-52) mktemp-1.5-804.i586 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (/bin/mktemp) glibc-2.6.1-18.3.i686 is needed by otrs-2.1.7- 39.2.i586[http://download.opensuse.org/update/10.3/] (/usr/bin/getent) otrs-2.1.7-39.2.i586[http://download.opensuse.org/update/10.3/] is needed by atom:otrs-2.1.7-39.2.x86_64[http://download.opensuse.org/update/10.3/] (otrs == 2.1.7-39.2) fetchmail-6.3.8-57.2.i586[http://download.opensuse.org/update/10.3/] is needed by otrs-2.1.7-39.2.i586[http://download.opensuse.org/update/10.3/] (fetchmail) (null) Conflict Resolution: ( ) do not install otrs ( ) Ignore this requirement just here YaST2 conflicts list END ### Can anyone point me in the right direction? Do I need to add some more repositories or is there something amiss with the install here? I truly appreciate any help. Thank you!!! Craig >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help
[otrs] upgrade instructions for 2.4
Hello, I cannot locate the proper instructions for upgrading our system from 2.3.4 to 2.4. In the documentation it says: [[ If you want to upgrade your OTRS 2.2.x framework to version 2.3.x, download the latest OTRS 2.3 framework and follow the instructions in the file UPGRADING.]] I can download the file for the 2.4 framework but it's an .rpm file. Do I just simply run the 2.4 rpm for it? -- I'm a bit wary to do this for fear of breaking everything. Thank you for your reponse, Craig >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~< - 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] getting 'open with...' window when using compose answer (email)
Hello fellow OTRS users, I am using v. 2.3.4 and am trying to use the Compose Answer (Email) function to reply to tickets. This is a fresh install and to my knowledge this particular function hasn't worked before. When choosing to 'reply to' I get an Open With... dialog box to open a file 'Index.pl' The URI that this link produces is: http://10.10.1.44/otrs/index.pl?Action=AgentTicketCompose&ResponseID=3&TicketID=4647 &ArticleID=9402 Does anybody have any light to shed on this one? TIA Craig >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~< - 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] TEMPLATES
I have been able to get the button (described below) to work. I have also added a second button directly below this one by inserting this twice (a copy of this code directly below it). My question is, how do you create a second button directly to the right of the original button instead of below it? I have tried different ways of editing the table to get it to go to the right but unsuccessful. Thanks In Advance. Craig Hi Tony, Can someone please help me? I like to create a template for a one of my queue. EXAMPLE; We have a queue called "NewHire", and we would like to add a template to it; so when a customer submitt a "new hire request", we would like the template to pop-up and have them fill out the blanks. The template is just a word document. Any ideas on how to do this? I'm using the lastet OTRS on windows enviroment. thank you, For one specific queue, it would be difficult, but you can search for # # # # # # # # # # in AgnetTicketPhone.dtl This will create a button in your Phone Ticket Mask which will populate the body of the ticket. This will be available to all agents of all queues. -- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support -- meiri...@nicc.edu Northeast Iowa Community College <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~< - 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] FAQ articles not showing
OTRS 2.3.3 FAQ 1.5.4 After upgrading from OTRS 2.2.3 and installing the latest FAQ module, I now cannot see my FAQ articles in the customer or public interface. Everything else is working fine but no articles on customer or public. TIA >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~< - 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] FAQ module - public FAQ not showing articles
Okay, I managed to get the Top Ten Articles title to show up in my custom theme. I found a bunch of files that had not been updated in my current theme when I did the upgrade from 2.2 to 2.3 which makes perfect sense. I just copied the odd ones from /opt/otrs/Kernel/Output/HTML/Standard to my custom theme directory. Now I am just trying to figure out why my FAQ articles do show up in the Agent frontend but do not show in the Customer or Public frontends. Everything else is there - Categories and Subcategories - but no articles or last created, last changed, or Top Ten. Any help please? I have noticed an interesting clue to my situation. When I change the theme in my preferences to the one I created, the FAQ Agent view changes from showing the top 10 articles down the right hand side in the Standard view to not showing the top 10 articles in my custom view---everything else shows up the same. I am still leaning towards this as being a permissions issue, I just don't know where to begin look in /opt/otrs. If anybody has seen this or would have a reasonable tip on where to begin I would be very greatful. Thank you. > After the upgrade to 2.3.3 from 2.2.3, the FAQ is working great with one > exception. The > Customer page is showing all the categories I have but none with any > articles. The Public > page is showing 6 of the 10 categories with none of the articles. > > Agent interface is working well. > > When using 2.2.3 I was having some issues seeing all the public FAQ articles, > some > categories showed all the public articles and some categories only showed > some of the > public articles that were designated public. Now I have no articles showing > on the public > frontend when most of them are designated "public state". > > I have the permissions configured per the instructions in the Admin interface. > > Does anyone have any advice as to where to look to make an adjustment to make > these > articles show up? I suspect it is maybe a permissions issue within the files? > Anyone know > where to look? > > > Thanks > > > > > > >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> > Craig Meirick, Help Desk/PC Support > Northeast Iowa Community College > <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~< > > - > 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] FAQ module - public FAQ not showing articles
I have noticed an interesting clue to my situation. When I change the theme in my preferences to the one I created, the FAQ Agent view changes from showing the top 10 articles down the right hand side in the Standard view to not showing the top 10 articles in my custom view---everything else shows up the same. I am still leaning towards this as being a permissions issue, I just don't know where to begin look in /opt/otrs. If anybody has seen this or would have a reasonable tip on where to begin I would be very greatful. Thank you. > After the upgrade to 2.3.3 from 2.2.3, the FAQ is working great with one > exception. The > Customer page is showing all the categories I have but none with any > articles. The Public > page is showing 6 of the 10 categories with none of the articles. > > Agent interface is working well. > > When using 2.2.3 I was having some issues seeing all the public FAQ articles, > some > categories showed all the public articles and some categories only showed > some of the > public articles that were designated public. Now I have no articles showing > on the public > frontend when most of them are designated "public state". > > I have the permissions configured per the instructions in the Admin interface. > > Does anyone have any advice as to where to look to make an adjustment to make > these > articles show up? I suspect it is maybe a permissions issue within the files? > Anyone know > where to look? > > > Thanks > > > > > > >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> > Craig Meirick, Help Desk/PC Support > Northeast Iowa Community College > <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~< > > - > 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] FAQ module - public FAQ not showing articles
After the upgrade to 2.3.3 from 2.2.3, the FAQ is working great with one exception. The Customer page is showing all the categories I have but none with any articles. The Public page is showing 6 of the 10 categories with none of the articles. Agent interface is working well. When using 2.2.3 I was having some issues seeing all the public FAQ articles, some categories showed all the public articles and some categories only showed some of the public articles that were designated public. Now I have no articles showing on the public frontend when most of them are designated "public state". I have the permissions configured per the instructions in the Admin interface. Does anyone have any advice as to where to look to make an adjustment to make these articles show up? I suspect it is maybe a permissions issue within the files? Anyone know where to look? Thanks >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~< - 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] creating a button to preload text in a ticket
I have been searching for a way to preload text in a common ticket (password resets) for more efficiency. I would like to have this available to the phone ticket creation since we use it 90% of the time, though it would be fine if it showed up in the email ticket creation window also. I found an existing post about this and was wondering if it pertains to what I would like to do. The posting is number: msg21692 and the title is: Re: [otrs] TEMPLATES. See below: >>>Can someone please help me? >>>I like to create a template for a one of my queue. >>>EXAMPLE; We have a queue called "NewHire", and we would like to add a >>> template to >>>it; so when a customer submitt a "new hire request", we would like the >>>template to pop-up >>>and have them fill out the blanks. The template is just a word document. Any >>>ideas on >>>how to do this? I'm using the lastet OTRS on windows enviroment. >>>thank you, >>>For one specific queue, it would be difficult, but you can search for >>># >>enctype="multipart/form-data"> >>># >>># >>># >>># >>># >>># >>># >>Template"}"> >>># >>># >>>in AgnetTicketPhone.dtl >>>This will create a button in your Phone Ticket Mask which will populate the >>>body of the >>>ticket. This will be available to all agents of all queues. >>>-- >>>Shawn Beasley I would like this button available during the creation of a phone or email ticket and it would be for all agents of all queues. If anyone has any information on where to point me I would greatly appreciate their help. I should note that this is a excellent piece of software and everyone whom has spent time working on OTRS and spending time helping others have really helped us out and they deserve our thanks. Thank you, >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~< ___ 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] What are SLA and Services?
I have been looking for an explanation to what the SLA and Service options do. I haven't been successful in finding anything in the manual or on this list. I would like to be able to understand the full functionality of OTRS and these options have been alluding me. Could anybody point me in the direction of an example of what these are used for and how to go about using them? I have been successful in how to enable them using sysconfig and found them in the admin module. I appreciate your help. TIA >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~< ___ 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] Make Agent Select Note Type
Greetings, Is it possible to make an Agent make a selection of a note-type (internal or external) before submitting the note? I would like to force the Agent to consciously make a decision between the internal or external before submitting the note. If this isn't possible, where is the appropriate place to request this type of feature for future releases? TIA, Craig >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~< ___ 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] Forcing agent to choose note type.
When adding a note to a ticket, there is the option of note type: external or internal. Right now I have note type-external as the default. This will show up in our customer frontend to allow them to see what we add to tickets. The issue arises when an agent adds something to a ticket that he doesn't want the customer to see and then quickly hits the submit button before changing the note type to internal. I am looking for a way to make this a forced choice much like being forced to add a subject to a ticket or text to the body of a ticket. Is there any option available to make this so? Thank you, >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~< ___ 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] Is there a way to notify customers only if they have a new ticket created for them?
First of all, I am grateful that this list is working again. Thank you to whomever spends time on the functionality of this site. =) For my situation: I have changed my queues to all send out customer notifications for all three options (cusotmer move, customer state, customer owner) but when I create a new ticket for that customer via the new phone ticket, it fails to send out an email to that customer. It does, however, send out notifications when I perform any of these changes to the ticket (new owner, move it, or change the state). What I am looking for is a way to only send out a notification to the customer if there is a new ticket created for that queue. I was under the impression that if a new ticket is created in a queue then a notification would be sent out to that customer, this however didn't happen when I tested it. Is there something I need to change or is this impossible, or is there a config option I can change? Any help is welcomed. Thank you, P.S. The agent notifications are all working wonderfully. >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~< ___ 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] Looking where to put images when editing the HTML
Where is a good place to put my "Logo" that I am configuring to show in the Customer Frontend? Is there an Image folder that already exists within the OTRS directories that I can place a Logo to be pointed to from the HTML within the CustomerHeader.dtl file? Or do I create an Image directory or place the Logo file somewhere else? Thanks in advance =) >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~< ___ 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] editing the customer interface
I am looking for which .dtl file to edit to change the default color in the customer frontend from Green to something else. Do I edit the customer-css.dtl? And when I find it, do I just change the color code in the HTML? Also, to change the Header and Footer in the customer frontend, which .dtl file do I edit? I've tried looking around the list here and have found a lot related to my question but still can't seem to locate just this. Thanks for understanding. >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~< ___ 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] OTRS backup failure question...
I am trying to get our OTRS system backed up using the instructions provided in the manual using the backup.pl script. Here is what I am getting when this is ran: nagios:/opt/otrs/scripts # ./backup.pl -d /backup/ Backup /backup//2008-04-10_11-56/Config.tar.gz ... done Backup /backup//2008-04-10_11-56/Application.tar.gz ... done Dump MySQL rdbms ... mysqldump: Got error: 1045: Access denied for user 'otrs'@'localhost' (using password: YES) when trying to connect failed Compress SQL-file... done nagios:/opt/otrs/scripts # How can I fix this? Thank you, >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~< ___ 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] Re: otrs Digest, Vol 57, Issue 19 Streamlining our OTRS configuration, where to find how to change default owners and responsib
Thank you much for your prompt answer. This is exactly what I was looking for. Thank you, >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~< ___ 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] Streamlining our OTRS configuration, where to find how to change default owners and responsible dropdown selection in new ticke
OTRS is working well so far. I am looking for things to tweak in order to streamline our process and came across this issue: When I create a new ticket in either the phone or email ticket creation I am choosing the queue it is going to be placed in. According to that queue I have by default 1 or 2 choices from the owner and responsible drop down menus. If I want to see all the choices I choose the [All] link beside the drop down arrow. My question is how to change the defaults of these drop downs to show either more or less agents to assign to. If I can get different users in place this will be more efficient as to not having to choose the [All] link as often. Your help will be greatly appreciated. >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~< ___ 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] questions regarding editing the .dtl files
Is there a good way to view an edited .dtl file to see what your changes look like in a browser before you put those final changes back into OTRS? I would like to place our Logo and Name in the respective locations on the Customer User Frontend. Also, do I put the images I use in this template in the Company directory that holds all of the .dtl files? I have the template files extracted from their original location and am doing some changes to them and would like to easily preview them as a whole before I put them back into OTRS. Cheers! >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~< ___ 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] Looking for a good repository to add to Package Manager
I added a repository to Package Manager [http://ftp.otrs.org] and it didn't work. This was from the manual so I'm not sure if it was just meant as an example or an actual working address. Are there any recommended repositories to use? Does anybody have one that they have had good success with? Thanks, >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~< ___ 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] looking for premade stats to import
Is there any location where I can find already configured stats to import into my stat module? I am looking for one that will give me stats on customers. Thanks. >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~< ___ 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] showing notes of ticket in the note and close locations
I am looking for a way to show the notes of the ticket that show up in the zoom field to show up in the add note and close options. When I add a note to a ticket it would be helpful to see the past notes that have been added over the life of the ticket. Also having these notes show in the close screen would be a helpful feature. If there is any possibility of this kind of feature or configuration that would accomplish this, I would be grateful to hear how to incorporate it. Thanks in advance. ~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu 1625 Highway 150, Box 400, Calmar IA 52132-0400, USA <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~< ___ 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] adding to threads question, and also deleting tickets in OTRS question
First, I have a silly question. I have been posting questions to this forum and have been getting a lot of great responses. Thanks to all who have helped. My question is, when I want to reply or to add to a thread how do I do it? I would like to add my input of what I did to resolve my question and also thank that person for their help. Also, is it possible to delete already created tickets? My initial thoughts are no because pretty much everything created by an agent isn't deleted, but is there any way to get rid of or mark "invalid permanently" the tickets? >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support -- [EMAIL PROTECTED] Northeast Iowa Community College -- http://www.nicc.edu 1625 Highway 150, Box 400, Calmar IA 52132-0400, USA voice: (563) 562-3263, x401 -- fax: (563) 562-4361 <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~< ___ 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] changes to the customer frontend
I am looking for a way to limit the queue selection in the [customer::new ticket::to] field. I would like for my customers to only have a choice of one or two queues. This way the customer will not see all the queues, only the ones that I choose. Thank you for your help. >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu ___ 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] ticket closed notification
I have been looking for a way to notify the responsible person of a ticket that it has been closed by the owner. As a responsible person of a ticket I will monitor that ticket until it is closed but I don't want to constantly have to ask an owner of a ticket if they have closed it. Thanks in advance. >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu ___ 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] re-opening closed tickets
Is there a way to re-open a closed ticket after someone has closed it already. I have a ticket that I was responsible for and another person closed it without actually finishing the job. I would like to re-open that ticket so that it will show in the same queue as before, (as if it were never closed). I have read through the manual and looked through the options but can't seem to land on a solution. I found that I am able to link a new open ticket to the closed one but would like to simply re-open the closed one. Thanks in advance. >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu ___ 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] Can't find information regarding [compose answer: email]
Hi, Our college has been using OTRS for a couple of weeks now. We have all been excited to see how much OTRS can do and are grateful to the programmers that came up with such a robust system. We have many options customized to our own needs. One of which is emails coming into our help desk. We have a separate queue for email tickets coming in and it has been tested and is ready for implementation. One last, yet important question I have is how to efficiently reply to these email tickets after they are created. I see this section [Compose Answer: Email], directly underneath this is blank. Is there someway to get a link there to reply to an email ticket? I think there is probably an easy config to get this but I could be wrong. Thanks in advance. >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support -- [EMAIL PROTECTED] Northeast Iowa Community College -- http://www.nicc.edu ___ 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] is there a way to automate the creation of a ticket?
our help desk recieves calls about many different problems all the time, but a lot of calls are routine things as well. Password resets, file relocation, various requests, etc. are routine jobs that we would like to automate as much as possible to be more efficient. Does anybody have any suggestions to take care of these routine tasks in a more automatic way using OTRS? >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support -- [EMAIL PROTECTED] ___ 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] New to OTRS
Hi, I am a Helpdesk/PC Support tech at a small community college and am testing OTRS to see if it would work for a better solution to our helpdesk. I have installed it on our web server and have it running. I have been testing it to see what user/group/queue configuration would work best for us. We have a staff of 9 in our Information Services department that will be using this, of which 4 of us will be using the most often from the helpdesk. We operate with one person on helpdesk at a time and switch people every three hours for 12 hours of the day. The person on the helpdesk at the time is responsible for every ticket they create to see that they are closed. My question- Is there anybody out there with a similar setup that has been able to use OTRS effectively that could send me advice or any helpful tips that have been proven helpful according to user/group/queues? ___ 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/
