Hi Richard,
On Aug 14, 2009, at 22:58 , Richard Stockton wrote:
OS: RedHat Linux 5.3 (64 bit) Web: Apache 2.2.3 Perl: 5.8.8
We have recently updated our OTRS system (in place since 2002) to
version 2.4.3. We are especially happy with the speed increases,
and the "Support Assessment" package has been very helpful.
However, we have seen some problems, here is the list:
1. Ticket arrives addressed to "[email protected]" which is
aliased to "[email protected]". The latter email is the
one OTRS uses to fetch the mail. This is a simple email, one
"To:" address, and one "From:" address (our client). When an
agent replies to this ticket, "[email protected]" gets put
into the "Cc:" part of the reply form. Why? This means that
any reply gets CCed right back to OTRS. It didn't do this
before. In past versions only addresses from the "Cc:" header
were put in the reply form Cc:. We would like to see a return
to the previous behavior. Is this something we can do?
Workaround: Edit AgentTicketCompose.dtl and make the Cc blank,
but now we have to input any needed Cc's "by hand", and of
course we have to re-edit that file with every OTRS update.
One question, is '[email protected]' configured as System Address in
OTRS admin interface?
Per default OTRS tries to reply to any not local address. If you added
"[email protected]" as System Address, it will not get longer in Cc
line of reply.
2. Trying to change the otrs log to a file location of our
choosing doesn't work. You can change the values in the admin
section (sysconfig), but most of them don't stay changed.
Workaround: Set the log facility to local0 and use syslog.conf
to manage the otrs.log file.
Looks like an config issue. It seems, that you added this setting to
Kernel/Config.pm:
$Self->{'LogModule'} = 'Kernel::System::Log::SysLog';
Kernel/Config.pm is the highest priority of config settings.
If you remove LogModule from Kernel/Config.pm, the you can change it
via SysConfig linke you want.
3. There used to be a line at the top of each queue display:
"Tickets shown: 1-6 - Page: 1 - Tickets available: 6 - All tickets: 8"
The "8" above was a link that opened ALL tickets, locked or not, in
that queue. Is there a way to re-enable that in 2.4.3? Or am I stuck
with the "StatusView" mechanism to see locked tickets? It is not as
easy to find what you want using that.
Workaround: Use StatusView when needed.
That's true. This feature got dropped/lost with new queue overviews.
Just to get more detailed impression to me. On what workflow did you
use this feature?
4. We like to be able to see which agent owns each ticket in the
preview queueview (I know it's in the "small" view), and we used to
be able to make a small change somewhere in the code or the config,
(I don't actually remember exactly where) to add that data in the
right hand gray area under "CustomerID:". Can anyone direct me to
where I can do that in 2.4.3?
Workaround: Use the "small" view when needed.
Just add it to the template. You need to look at:
Kernel/Output/HTML/Standard/AgentTicketOverview*.dtl
to add/removed some info in the ticket overviews.
As usual I would appreciate any help.
TIA.
I hope it is helps you! ;)
- Richard
-Martin
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