Znuny Open Source Ticketsystem

Hi For a lot of reasons we run OTRS with the ticket number set to the right of the subject:- Some problem request [REQ#1234567890] I have noticed that as conversations progress the gap between the subject and the ticket number increases by a space with every reply - so you wind up eventually with:- ...

Hi I run OTRS 3.1.11 on Centos 6.3 32bit I have set Article Storage to FS rather than DB to better manage dumping old attachments Up until 3.1.12 I have never had any problems with upgrades Running the .11 to .12 upgrade left me with a broken system could not load OTRs at all. Looking at the message...

Hi

If you just want to blow it away and never see it then use header X-OTRS-Ignore - true

http://doc.otrs.org/3.1/en/html/adminar ... ilter.html

Regds

bin

bump???

Hi On the dashboard - for example in New Tickets - the row height with unread article star looks fine. Once the article has been read and the star vanishes, the row height skwunches down a few px which makes the rows of tickets very close together. I'm guessing that this is set somewhere in a dtl - ...

Well - after so much messing with my.cnf and getting nowhere, I came across a little gem courtesy of Google which was to use the % value. I know this give 'Like' in SQL queries, but never thought it would be needed in a fulltext search box "my search string*" returns nothing "%my sear...

Hello all I would like to extend the text length shown for certain freetext fields inside the Ticket Information view (right bar). I have a freetext field which is filled with 30 characters. Only the first 26 characters are shown Ticket, rest is replaced by [...]. The tooltip shows the full text - ...

I have an ongoing need to identify a set of tickets by searching for key words. These tickets are then deleted Using the Generic Agent I am running into very strange results. For example, article contains the phrase:- House Car Horse Blue If I set the Text Filter in Generic Agent as House Car Horse ...

just bumping this in case anyone has any ideas please??

Hi Yes, this is already done - what I am trying to do is to get the system so that it does not record the autoresponse in the first place - which is what that setting is supposed to do:- Ticket -> Core::Ticket TicketNewArticleIgnoreSystemSender (Default No). "Do I really *need* to record the Au...

Hello This looked like the answer to a prayer, but when enabled it does not make any difference You can turn on an option to not make articles from those: Ticket -> Core::Ticket TicketNewArticleIgnoreSystemSender (Default No). "Do I really *need* to record the AutoResponse? It kind of clutters,...

Yes - you're right, it's the eternal conundrum - I was just trying to reduce the number of different systems our field teams have to login to.........

Thanks for responding - that setting is already at No - hence my puzzle

Yes - I understand what you're saying. Our difficulty is that agents can also be 'customers' in as much as they will receive problems from our company customers, and then pass them on to L2+ support via email to OTRS if they cannot resolve locally. So they send an email to their own queue. In that s...

I'm sorry, but re-reading my post I realise that I didn't explain properly. Test Agent account Agent Preferences - Notifications are all on All Queues - selected except standard system queues (though it makes no difference if they are) As Test Agent I send an email to the support address configured ...

Hi Our agents are also customer account managers - or rather our internal customer account managers are all agents to allow access to OTRS queues. As such they will field problems from customers and if needed raise a ticket by email to OTRS. In that situation they do not want or need a notification ...

Hi

Looking at menu Tickets>Status View or Tickets>Queue View the column headings for both Article and Priority are missing although mouseover does show them in a popout.

Is there a simple way to get these to appear and thereby create a consistent interface appearance?

Thanks

bin

Right, I've installed spell checker on our system and agree with your findings. The problem stems from the way IE9 interprets the window open command in spellchecker.html - this was one source of help on the subject, but the code change suggested itself did not seem to work after I made the changes ...

When I send a notification email I quote the content of the original using <OTRS_CUSTOMER_EMAIL[40]> The problem is that the text of the quoted email seems to be wrapping at 80 columns. This looks completely wrong as it breaks the lines and looks rough. We do have to send notifications to some of ou...

Do you have popup blocker turned off, or do you enable popups for specific sites? If the latter, may be worth turning off blocker? I'd suggest running Fiddler whilst trying to use the spell checker to see what it is trying to do - it will give you some idea of what page load errors are occurring. bin

Hi I don't have acces to IE9 right now, but my company is an ASP and we have found a number of issues with IE9 and our own web based product. Many of these issues have been resolved (short term) by running IE9 in Compatibilty Mode - under the Tools menu. You may have already tried this, if so I'm so...

Use case:- Incoming phone call - "hello this is Fred at Bloggos, I've got a problem with my widgets" Now, unless I know for sure that Fred is an existing user, my first port of call is always the Customer tab and search. If he's not there then I can set him up and hit the new ticket link. ...

Hi In most email clients you can change the time that an email will show as unread when you are looking at it. In OTRS Agent I'd like to be able to extend the amount of time that the yellow star stays yellow so that the article can be quickly scanned and still keep the yellow star. It seems to chang...

Indeed - it was primarily a cosmetic exercise, no big deal.....

bin

OK - thanks for that So, what I'd like to do is to change the subject line of the Note to bring in the ticket subject as seen by the user in the Customer interface. Digging around I can see that these are probably variables, possibly these? <OTRS_TICKET_TicketNumber>, <OTRS_TICKET_TicketID>, I can s...

Hi from a post by mothra 08 Dec 2010, 12:44 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> "Default pop up window size" The default window size is defined in $OTRS_HOME/var/httpd/htdocs/js/Core.UI.Popup.js. Just add a new Popup Profile in there with your desired settings and then restart OTRS. Now, wher...

Example: - User logs in to Customer interface. Creates Ticket. Agent sees ticket in Agent interface It shows as customer - webrequest, but the agent can only reply by email. Now, what we need to achieve if possible is for the response to NOT be an email - just a reply if you like 'within' the ticket...

Hi I'm just working through a test site to try to customise OTRS to fit the way we work. Internal Notes are very important to that process - esp for communicating between account managers and support staff. What I am struggling with is:- How do I set the Unread Article star to appear when an interna...

BUMP This is something I would like to be able to do as well - does anyone have any idea if it is possible please? Regds bin Hi After some search on forum,I have found that, it is possible change header and Logo in customer front end. I have changed "CustomerHeadline" and "CustomerLog...