Hi,
in OTRS 1.2.x we could just select a Queue from the queue popup and the
ticket would be instantly moved. In OTRS 1.3.1 we have to additionally
press the "Move" button next to it, which seems to me like a waste of
time. Is there any way I can modify the templates to get back the
previous behavi
> Okay, according to my mysql the queue name is 'Information
> Technology::Technical Support', minus the ' ' of course; and the user
> is 'techsupp'. Here is the code that i tried.
> [Kernel/Config/GenericAgent.pm]
>
> package Kernel::Config::GenericAgent;
>
> use strict;
> use vars qw($VERSION @
Hello,
Love the OTRS
system, but on 9/1/2004 we are getting a couple e-mails that keep reappearing.
One e-mail is a new e-mail and another is a response. Both are from the same
person. The message reappears around midnight every night, but that is not the
original time the message was sent
-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1
Okay, according to my mysql the queue name is 'Information
Technology::Technical Support', minus the ' ' of course; and the user
is 'techsupp'. Here is the code that i tried.
[Kernel/Config/GenericAgent.pm]
package Kernel::Config::GenericAgent;
use stri
Martin Edenhofer wrote:
Replace this line by :
do "/opt/otrs/Kernel/Config.pm";
The command "do" force Apache to reload the file each time. You must
enter
the complete path.
In this way, Apache will reload the good Config.pm and you will have the
good informations about databse.
A other wa
> Thanks for your response.
> in the
> [...]
> ~'assign owner' => 'some queue',
> [...]
> is the 'some queue' the queue id or name? Also, is the 'some owner',
> the ID or name? Thanks again!
Names for both.
Tyler
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On Wed, 6 Oct 2004, Tyler Hepworth wrote:
I have seen many inquiries in the list archives regarding customer
notifications when a Note is added to a ticket. I too have this
requirement. I suspect that the module that needs to be modified is
AgentNote.pm . Has anyone been able to successfully pat
Hi,
Pascal Gouttebel wrote:
I'm using multiple instances of OTRS on my test system and I had the same
problem.
The problem is that Apache and mod_perl keep in memory perl programs to
increase performances.
But, in this way, you can't have two instances because only one Confg.pm
will be loaded by
add also if you enable it you have note-external which adds a note that the
customer can see but no notification is sent to the customer. there is also
note-report but I am unser what that type is for
"Tyler Hepworth" <[EMAIL PROTECTED]> wrote in message
news:[EMAIL PROTECTED]
>> How can a tick
Here's the error message I receive from OTRS after sending an e-mail message
through OTRS. The message is still sent but this error comes up each time.
Does anyone know how to get rid of this problem and what is occuring here?
Wide character in syswrite at /usr/lib/perl5/5.8.1/Net/Cmd.pm line 430
-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1
Thanks for your response.
in the
[...]
~'assign owner' => 'some queue',
[...]
is the 'some queue' the queue id or name? Also, is the 'some owner',
the ID or name? Thanks again!
Regards,
Lance McCulley
Computer Tech Specialist
[EMAIL PROTECTED]
La Si
>
> Hello,
>
> I have seen many inquiries in the list archives regarding customer
> notifications when a Note is added to a ticket. I too have this
> requirement. I suspect that the module that needs to be modified is
> AgentNote.pm . Has anyone been able to successfully patch the system to d
> How can a ticket that has already been created be edited? I know how to do
> it from the customer view, but not the agent view?
It is not possible to edit already existing posts (either as customer
or agent). You can only add new posts to an existing ticket. This is
to ensure ticket integrity
> I would like to be able to view closed tickets and if necessary,
> re-open them. Is there anyway to do this?
>
Just find the ticket via the "search" or "utilities" function
(depending on which version you use) and set the state to open if you
need to open it.
__
> Is there a way to define who the default owner of a new ticket? Or
> better, is there a way to define who the default owner of a ticket is
> based on what group it was initially assigned to?
>
Yes. You can go it with a generic agent. It would be something like this:
%Jobs = (
# --
# [
Hello,
I would like to change the default language to German - so that when
entering otrs/customer.pl or otrs/index.pl I could have all this
"Username, Password, Create Account" on this pages in German, as I enter
the page (without the need to change the language manually to German).
I tried ch
I would like to be able to view closed tickets and if necessary,
re-open them. Is there anyway to do this?
Jason Joines
=
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Hi,
I'm using multiple instances of OTRS on my test system and I had the same
problem.
The problem is that Apache and mod_perl keep in memory perl programs to
increase performances.
But, in this way, you can't have two instances because only one Confg.pm
will be loaded by Apache.
So, the solut
Hi,
i need to make time
accounting and so reporting with informations stored in
otrs.
My problem, is to
report time by queues et by agent, but when i move tickets from one queue to
another i lost the infomation about the queue the time was spent
in.
Can i use
article.freekey and arti
How can a ticket that has already been created be edited? I
know how to do it from the customer view, but not the agent view?
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