Steve
I am new to OTRS and have just started playing around recently. I have
been able to add drop-downs to the customer interface, phone-ticket
interface and compose answer interface.
For Compose:
Under Frontend::Agent::Ticket::ViewCompose
Frontend::Agent::Ticket::ViewCompose###TicketFreeText
Louis Becker wrote :
[...]
My agent interface only has Phone-Ticket and Email-Ticket buttons. I
have been searching for a way to have a New Ticket button in the agent
interface. From your question it sounds like you have a New Ticket
option for your agents or do you use the phone ticket
Hi Jeff,
Please look into the configuration of your date format. If you add
these lines to your otrs/Kernel/Config.pm you'd probably be good:
$ENV{ORACLE_HOME} = 'd:/ora10g';
$ENV{NLS_DATE_FORMAT} = '-MM-DD HH24:MI:SS';
$ENV{NLS_LANG} = american_america.al32utf8;
((enjoy))
Hi Alexander
I am a bit slow. Are you saying that one can reconfigure the phone
ticket type to become a new ticket type which will allow agents to
create new tickets. Where would on change the button graphics and label?
Louis
-Original Message-
From: otrs-boun...@otrs.org
Louis Becker wrote :
I am a bit slow. Are you saying that one can reconfigure the phone
ticket type to become a new ticket type which will allow agents to
create new tickets. Where would on change the button graphics and label?
Hi Louis
sorry, I will try to explain it better.
1. You have 2
So we've been using OTRS for several years for our ticketing system. It's been
working very well for us and thank you to all the hard work by the developers!
Is there a good resource for learning how to get started in setting up ITSM in
general? I've read through the OTRS docs and have it
Curious that a CA is using OTRS instead of its HelpDesk :D
BTW, lovja01, is quite faster to know what do you wanna achieve.
C U
MV
On Fri, May 28, 2010 at 2:50 PM, Jason B. Loven jlo...@caisoft.com wrote:
So we’ve been using OTRS for several years for our ticketing system. It’s
been
Actually we're not CA...We're another Computer Associates (as in Computer
Associates, Inc.) :).
Thank you,
Jason Loven
Manager - Technical Services
Computer Associates, Inc.
36 Thurber Blvd, Smithfield RI 02917
Phone: (401)232-2600, Fax: (401)232-7778
Email:
ps, it is not the same CA that I've worked for ? ... sorry :D
On Fri, May 28, 2010 at 2:58 PM, Marco Vannini marco.vann...@gmail.comwrote:
Curious that a CA is using OTRS instead of its HelpDesk :D
BTW, lovja01, is quite faster to know what do you wanna achieve.
C U
MV
On Fri,
Oh and to be more specific...
We're an IT services and consulting organization that does both break/fix and
managed services. What I'm trying to achieve is fairly broad at this point. I'm
working to build a more formal structure and workflow around how we handle
incoming service and problem
Alexander
Changed ContentItem AgentTicketPhone in Ticket.xml file. Changed Description,
Name and Image and it seems to work.
Louis Becker
Project Control Manager
T +264 (0) 85 555
C +264 (0) 85 551 0136
F +264 (0) 855 202 010
mailto:louis.bec...@leo.na
I Apologize again for the mistake, I didn't want to be offensive. I was
trying to joke with a (I was thinking) an ex colleague.
For the rest, then, there will be many other people, including OTRS guys
here that could well answer at your request but it is a little bit hard to
start this without
Hi Nils!
Just to fully understand. What do you mean when you say article?
Thanks and regards
María Alejandra Piedra
Unidad de Informática y Sistemas de Información
IICA (506) 2216-0171
alejandra.pie...@iica.intmailto:alejandra.pie...@iica.int
De: otrs-boun...@otrs.org
Hi Louis,
While your approach WORKS, you really should not have touched the XML
file - this will be replaced when you upgrade OTRS. Instead, you can
use Admin SysConfig via the GUI to do the updates. This way (a) you
don't have to mess with XML file hacking and (b) your changes are
nicely
On 05/28/2010 03:24 AM, Louis Becker wrote:
Steve
I am new to OTRS and have just started playing around recently. I have
been able to add drop-downs to the customer interface, phone-ticket
interface and compose answer interface.
For Compose:
Under Frontend::Agent::Ticket::ViewCompose
articles are all the rest of the thing other than the first mail that opened
the ticket. Let me say, interna note, external note and so on. I'm wrong
(but either the first mail btw is an article).
Try to see with a sql article table for an example and look at this url that
is a ticket build with
Hi Ale,
Each ticket has several articles. Each event on a ticket (email-external,
email-internal, email-notification-ext, email-notification-int, phone, fax,
sms, webrequest, note-internal, note-external, note-report) will create an
entry on the article table, that way is easier to track events
No harm, no foul whatsoever Marco. I was not even slightly offended.
Thank you,
Jason Loven
Manager - Technical Services
Computer Associates, Inc.
36 Thurber Blvd, Smithfield RI 02917
Phone: (401)232-2600, Fax: (401)232-7778
Email: jlo...@caisoft.commailto:jlo...@caisoft.com
Web:
Hi Michiel
How can I then change the NavBar to display New Ticket instead of
Phone-Ticket. It this possible from SysConfig?
Louis Becker
Project Control Manager
T +264 (0) 85 555
C +264 (0) 85 551 0136
F +264 (0) 855 202 010
mailto:louis.bec...@leo.na
AAATicket.dtl in /opt/otrs/Kernel/Output/HTML/Standard but I think that it
could be overridden by OTRS updates... or in /opt/otrs/Kernel/Language/(your
language file) if not english.
MV
-
OTRS mailing list: otrs - Webpage:
Today I'm doing a really bad work ... it could be the weather in Italy... ;)
Options: Ticket - Frontend::Agent::ModuleRegistration
*
*
*Frontend::Module###AgentTicketPhone*
*
*
*
*
On Fri, May 28, 2010 at 5:18 PM, Marco Vannini marco.vann...@gmail.comwrote:
AAATicket.dtl in
Hi Steve
See comments in line.
-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf
Of
Steve Clark
Sent: 28 May 2010 15:08
To: User questions and discussions about OTRS.
Cc: Louis Becker
Subject: Re: [otrs] Additional Dropdowns on Customer
Hello.
I am installing a new OTRS machine, and for one user, the ticket request via
web works as expected, but for another one, when he tries to create a new
ticket (with the same exact type, To, Service and SLA), it gives an error
Can't get ArticleID from INSERT. The ticket, however, is
Hi,
On 28.05.2010, at 05:50, Jason B. Loven wrote:
Is there a good resource for learning how to get started in setting up ITSM
in general? I’ve read through the OTRS docs and have it installed but now I’m
trying to determine how best to implement it as far as setting up the service
catalog
Hi,
On 28.05.2010, at 12:36, Alejandra Piedra wrote:
Just one last question, to see if it works if not I’ll just have to find
another software for this particular feature.
Is there a way to add a folder in the path that is created for every article.
For example:
Now the layout is
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