Search found 159 matches

by CSL
11 Apr 2012, 17:25
Forum: Help
Topic: Ticket# and ID mismatch
Replies: 2
Views: 753

Re: Ticket# and ID mismatch

You shouldn't need to use the Ticket ID in day-to-day use of OTRS - it's there as an internal reference for the database. The Ticket number is all that is required to work with tickets. If you are using the ticket ID number in URL's to jump directly to tickets, such as an address like this: helpdesk...
by CSL
06 Apr 2012, 11:57
Forum: Help
Topic: [SOLVED]Search limited to 2000 results
Replies: 2
Views: 833

Re: Search limited to 2000 results

Hi, It's OTRS that is imposing this limit - you can change it in sysconfig inside: Ticket -> Frontend::Agent::Ticket::ViewSearch - ###SearchLimit 2000 is the default. It's useful to just throw in a number / term into the search box in sysconfig if you're looking for a setting - it might turn up noth...
by CSL
05 Apr 2012, 13:39
Forum: Help
Topic: How do I move the logout button and agent name?
Replies: 1
Views: 342

Re: How do I move the logout button and agent name?

If your logo is interfering with these then I think it is your logo that you need to move, and not the interface controls: Adjust the logo position in sysconfig in Framework -> Frontend::Agent - AgentLogo so that it leaves enough room at the top of the screen for them. If you still want to move them...
by CSL
23 Mar 2012, 16:49
Forum: Help
Topic: generating a new report
Replies: 4
Views: 594

Re: generating a new report

You'll want to try designing your reports in the interface first. The documentation is the best place to start: http://doc.otrs.org/3.1/en/html/statistic-module.html Once you've got a report working, you can use the script /opt/otrs/bin/otrs.GenerateStats.pl to automate the running of the report thr...
by CSL
23 Mar 2012, 14:49
Forum: Help
Topic: Moving Custom Agent Logo
Replies: 5
Views: 1237

Re: Moving Custom Agent Logo

In 3.0.11 (not sure about 3.1) the settings for the logo in the agent interface are located in sysconfig in Framework -> Frontend::Agent - AgentLogo. You can change the width/height to match that of your new logo. The CSS or DTL files will contain placeholders for the values given in sysconfig for t...
by CSL
20 Mar 2012, 18:28
Forum: Help
Topic: Link to Search Templates
Replies: 2
Views: 448

Re: Link to Search Templates

You can show a drop-down box containing your saved search profiles in the main toolbar at the top of the screen (beside the locked/watched ticket shortcuts) by enabling the following entry in sysconfig:

Ticket - Frontend::Agent::ToolBarModule - Ticket::TicketSearchProfile
by CSL
20 Mar 2012, 16:45
Forum: Help
Topic: OTRS ERROR - Getting sometimes
Replies: 3
Views: 1722

Re: OTRS ERROR - Getting sometimes

I've had this issue twice on our production server after applying changes that worked fine on our test system. We're running 3.0.11 as well. Both times it was caused by editing the contents of /opt/otrs/Kernel/Config/Files/ACL.pm (manually via text editor), or /opt/otrs/Kernel/Config/Files/ZZZAuto.p...
by CSL
16 Nov 2011, 11:56
Forum: Help
Topic: [SOLVED] Customize Priority Pop-up Window
Replies: 2
Views: 640

Re: Customize Priority Pop-up Window

Thanks crythias, I've managed to track it down to: Kernel/Output/HTML/Standard/AgentTicketActionCommon.dtl Editing this has produced the results I wanted. It was difficult to identify which dtl file I needed, so I made a list of all the .dtl files added by the ITSM modules and searched them for the ...
by CSL
15 Nov 2011, 19:56
Forum: Help
Topic: [SOLVED] Customize Priority Pop-up Window
Replies: 2
Views: 640

[SOLVED] Customize Priority Pop-up Window

Hi there, I've recently been trying to implement a basic ITIL config on our 3.0.11 system for automatically setting the ticket priority using the Impact / Criticality matrix. I've installed all of the ITSM version 3 packages except ITSM Change managment. To make this as easy as possible for our agen...