[otrs] AgentTicketZoom show linked tickets

[Ulrich Gøhns]

Hello,

 

I got a ticket that's linked to other tickets.

 

On the AgentTicketZoom page (right side with ticket info) it says "Linked:", 
but there is nothing shown.

 

I looked in AgentTicketZoom.dtl and found this:

 

# object links



$Data{"LinkTableStrg"}



 

Why doesn't it show the linked objects?

 

I'm running OTRS 2.3.4 - will upgrade to 2.4.7 if it's required to do so.

 

Regards, 

 

Ulrich

 

-
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] Link services to queue when making phone/e-mail ticket

[Ulrich Gøhns]

Hello,

 

I've looked into that, but I'm not sure I'm doing it correctly.

 

I got this in my Kernel/config.pm:

 

# ---

# start of ACL configurations

# ---

$Self->{TicketAcl}->{'ACL-Name-1'} = {

 # match properties

   Properties => {

 

Queue => { Name => ['[RegExp]^Service Desk']  },

 },

 

PossibleNot => {

Ticket => { Service  => ['[RegExp]::','[RegExp]^Computer',

 '[RegExp]^Printer',

 '[RegExp]^Hardware',

 '[RegExp]^Network'],

 },

   },

};

 

# ---

# end of ACL configurations

# ---

 

Is this wrong? I found this in another thread 
(http://lists.otrs.org/pipermail/otrs/2010-February/030668.html) Not sure I 
understand how these ACL thingies works. Do I need to create something via the 
Admin menu? Thinking what is 'ACL-Name-1'? 

 

Should I add services via the Admin/Service menu? Or should they be controlled 
by the ACL only?

 

I'm running OTRS 2.3.4 at the moment. Do I need to upgrade to get it to work?

 

Regards,

 

Ulrich

 



Fra: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] På vegne af Nils 
Leideck - ITSM
Sendt: 1. juli 2010 01:29
Til: User questions and discussions about OTRS.
Emne: Re: [otrs] Link services to queue when making phone/e-mail ticket

 

Hi,

 

On 29.06.2010, at 13:53, Ulrich Gøhns wrote:





In the agent module I want to be able to show different services based on what 
queue the agent picked when creating a phone- or e-mail ticket.

 

Example:

 

Agent picks the Service Desk queue => Services shows: Computer, Printer, 
Hardware, Network, etc, etc.

Agent picks the Infrastructure queue => Services shows:  Server, Network, 
Security, etc, etc.

 

Is this possible?

 

Please have a look at the ACL feature of OTRS:

 

http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=68

 

 

Freundliche Grüße / Kind regards

Nils Leideck

-- 
Nils Leideck
Senior Consultant

nils.leid...@leidex.net
nils.leid...@otrs.com


http://webint.cryptonode.de <http://webint.cryptonode.de>  / a Fractal project



 

-
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] Link services to queue when making phone/e-mail ticket

[Ulrich Gøhns]

Hello,

 

In the agent module I want to be able to show different services based on what 
queue the agent picked when creating a phone- or e-mail ticket.

 

Example:

 

Agent picks the Service Desk queue => Services shows: Computer, Printer, 
Hardware, Network, etc, etc.

Agent picks the Infrastructure queue => Services shows:  Server, Network, 
Security, etc, etc.

 

Is this possible?

 

Regards,

 

Ulrich

 

-
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] Custom "new ticket" information mails

[Ulrich Gøhns]

Hello,

 

We want to change the en::Agent::NewTicket notification so it looks something 
like this:

 

--

 

#Name:  

#E-Mail: 

#Phonenumber: 

 

Wrote a new ticket to "":

 







 

:///index.pl?Action=AgentZoom&TicketID=

 

Your OTRS Notification Master

 

--

 

We use Active Directory (AD) as backend. Email and Phonenumber ends up being a 
"-", but in ticketzooms the phonenumber is there.

 

Is it possible at all to get AD data in the NewTicket notification? Or am I 
just using the wrong tags?

 

Regards,

 

Ulrich




 

-
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] How to set the link in header of customer.pl?

[Ulrich Gøhns]

You should use http://www.google.com  " 
class="headeritem">ABC Pvt. Ltd.

 

//Ulrich

 



Fra: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] På vegne af Amanpreet 
Singh
Sendt: 11. maj 2009 09:25
Til: otrs@otrs.org
Emne: [otrs] How to set the link in header of customer.pl?

 

hi,

i am using otrs 2.2 on debian system,
i had worked with file named CustomerHeader.dtl and made changes (to set the 
logo and company name)
as following:

  

ABC Pvt. 
Ltd. 
  

hyper link as google.com, when i click on the link the index.pl will open
but in address bar it shows http://localhost/otrs/www.google.com

what should i do to open the google.com on clicking the link.
plz help

-- 
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] Hide ticket type from customer

[Ulrich Gøhns]

Hello,

 

We got 3 ticket types: Incident, Problem and Service Request.


We want to hide Problem from the customer drop down list when they are making a 
new ticket, but agents should still be able to create tickets with the Problem 
type.

 

Any one know how to do this?

 

Med venlig hilsen / Best regards 

Ulrich Gøhns



 

-
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] Ticket subject length

[Ulrich Gøhns]

Thank you very much.

 

Med venlig hilsen / Best regards 



Ulrich

 



Fra: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] På vegne af Frans 
Stekelenburg
Sendt: 3. marts 2009 20:52
Til: User questions and discussions about OTRS.
Emne: Re: [otrs] Ticket subject length

 

Ulrich,

 

Notifications, as shown in your example, are defined through 'Admin' - 
'Notification'.

There for example the English template "en::Agent::NewTicket" has as Subject: 
'New ticket notification! () '.

 

Obviously by changing 24 to a higher value you would see more. The value is 
limited by sysconfig option Ticket::SubjectSize (default 100)

 

For auto response to a customer, you will need to adjust the Subject field of 
the appropriate Auto Response template, under 'Admin' - 'Auto Responses'. 

 

 

KR,

Frans

 

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Ulrich 
Gøhns
Sent: dinsdag 3 maart 2009 15:08
To: otrs@otrs.org
Subject: [otrs] Ticket subject length

 

Hello,

 

Is it possible to change the length of the ticket subject sent in mails?

 

Example: "I am trying to print out, but the printer does not work" it gets "cut 
off" to "[SR#000] New ticket notification! (I am trying to print out [...])"

 

I found an old thread with the same question: 
http://lists.otrs.org/pipermail/otrs/2004-March/003999.html, but I can't find 
the files mentioned in one of the replies. Probably an old version of OTRS. The 
thread is from 2004.

 

 

Med venlig hilsen / Best regards 

Ulrich Gøhns

 

-
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] Ticket subject length

[Ulrich Gøhns]

Hello,

 

Is it possible to change the length of the ticket subject sent in mails?

 

Example: "I am trying to print out, but the printer does not work" it gets "cut 
off" to "[SR#000] New ticket notification! (I am trying to print out [...])"

 

I found an old thread with the same question: 
http://lists.otrs.org/pipermail/otrs/2004-March/003999.html, but I can't find 
the files mentioned in one of the replies. Probably an old version of OTRS. The 
thread is from 2004.

 

 

Med venlig hilsen / Best regards 

Ulrich Gøhns



 

-
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] Mail tickets gets wrong type

[Ulrich Gøhns]

Hello,

 

We got 3 types enabled: Incident, Service Request and Problem.

 

Default and all the other types are disabled.

 

If a user creates a ticket from the customer page the ticket gets one of the 3 
valid types. 

 

If a user sends a mail to create a ticket it gets the type "default". The 
"default" type is set to be "invalid" in our setup.

 

Is it possible to set all mails as a specific type when the system "receives" 
the mail and creates the ticket? Fx. all mails should be set to "incidents" or 
whatever type would like it to be.

 

We are running OTRS 2.2.5 - I don't know if a newer version of OTRS would 
change this?

 

Med venlig hilsen / Best regards 

Ulrich Gøhns



 

-
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/