leave otrs
-----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Sent: 27 June 2003 11:00 To: [EMAIL PROTECTED] Subject: otrs digest, Vol 1 #348 - 12 msgs Send otrs mailing list submissions to [EMAIL PROTECTED] To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to [EMAIL PROTECTED] You can reach the person managing the list at [EMAIL PROTECTED] When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. list selection follow-up. ([EMAIL PROTECTED]) 2. Re: Phone View: Queues are incorrect (Jim Wight) 3. Is there a Windows version? (J M) 4. Re: Is there a Windows version? (Stefan Wintermeyer) 5. Re: Full ASP support?!? (Matthias Eichler) 6. Re: LDAP Auth / Config.pm without effects (Matthias Eichler) 7. Internal Server Error: log says CheckItem.pm (Wes Plate) 8. Re: Creating new tickets and merging tickets (Brian) 9. What is the different between Queue & Sub-Queue? (=?big5?q?Chris=20Wong?=) 10. Can I mandatory control the queue in "new ticket" for each customer? (=?big5?q?Chris=20Wong?=) 11. Re: Creating new tickets and merging tickets ([EMAIL PROTECTED]) 12. Re: Phone View: Queues are incorrect (Jim Wight) --__--__-- Message: 1 To: [EMAIL PROTECTED] From: [EMAIL PROTECTED] Date: Thu, 26 Jun 2003 11:53:58 +0200 Subject: [otrs] list selection follow-up. Reply-To: [EMAIL PROTECTED] ....forget the second question of my previous email. Ctrl-Click was what I was looking for (for quite some time). stupid, stupid.... Gilles -- RESTENA - DNS-LU 6, rue Coudenhove-Kalergi L-1359 Luxembourg tel: (+352) 424409 fax: (+352) 422473 --__--__-- Message: 2 From: "Jim Wight" <[EMAIL PROTECTED]> Date: Thu, 26 Jun 2003 13:39:04 +0100 To: [EMAIL PROTECTED] Subject: Re: [otrs] Phone View: Queues are incorrect Reply-To: [EMAIL PROTECTED] Alan Murrell writes: > > If you want you own choose of queues in Customer > > interface, use: > > > > [...] > > $Self->{CustomerPanelOwnSelection} = { > > # QueueID => String > > '1' => 'First Queue!', > > '2' => 'Second Queue!', > > }; > > [...] > > That's perfect. Thank you! Now we can enable the > Customer interface :-) (Almost) perfect for me too. This thread has been very useful. I hadn't cottoned on to the possibilities of the alternatives for PhoneViewSelectionType and CustomerPanelSelectionType, but making some or all of the queues available (Queue) in the agent interface, while restricting the customer interface to a single queue (SystemAddress) with a modified CustomerPanelSelectionString is just what I want. However, the QueueID that is required when defining PhoneViewSelectionString or CustomerPanelOwnSelection is the numeric id that is stored in the database. As far as I can tell, these ids aren't available from the agent interface. It would be convenient if they were displayed under Queue Management, in the way that user ids are displayed under User management. Also, it seems that OTRS sorts the entries alphabetically according to the 'String' values. I would like to force our default queue, Incoming, to be the default in PhoneViewSelectionString, but it's not the earlist alphabetically. Can it be done? I had expected the order of presentation to be the order of listing in PhoneViewSelectionString. Jim --__--__-- Message: 3 Date: Thu, 26 Jun 2003 06:03:05 -0700 (PDT) From: J M <[EMAIL PROTECTED]> To: [EMAIL PROTECTED] Subject: [otrs] Is there a Windows version? Reply-To: [EMAIL PROTECTED] --0-1227570413-1056632585=:41281 Content-Type: text/plain; charset=us-ascii I saw some talk about Win32 and wondered how to get the Windows version. Does it require PERL on the Windows machine? Uses IIS? Thanks. --------------------------------- Do you Yahoo!? SBC Yahoo! DSL - Now only $29.95 per month! --0-1227570413-1056632585=:41281 Content-Type: text/html; charset=us-ascii <DIV>I saw some talk about Win32 and wondered how to get the Windows version. Does it require PERL on the Windows machine? Uses IIS? Thanks.</DIV><p><hr SIZE=1> Do you Yahoo!?<br> <a href="http://pa.yahoo.com/*http://rd.yahoo.com/evt=1207/*http://promo.yahoo. com/sbc/">SBC Yahoo! DSL</a> - Now only $29.95 per month! --0-1227570413-1056632585=:41281-- --__--__-- Message: 4 Date: Thu, 26 Jun 2003 15:10:18 +0200 From: Stefan Wintermeyer <[EMAIL PROTECTED]> To: [EMAIL PROTECTED] Subject: Re: [otrs] Is there a Windows version? Reply-To: [EMAIL PROTECTED] On Thu, Jun 26, J M wrote: > I saw some talk about Win32 and wondered how to get the Windows version. Does > it require PERL on the Windows machine? Uses IIS? Thanks. RTFM http://doc.otrs.org/1.1/html/x111.html BTW, Robert Kehl is creating a easy installer. You'll find his e-mail address at the end of win32 install documentation. take care Stefan Wintermeyer -- Stefan Wintermeyer Matlock is irrelevant. Resistance is futile. You will be assimiZZZZZZZZZZ... (Grampa) "The Simpsons (Simpsons of Borg)" --__--__-- Message: 5 Subject: Re: [otrs] Full ASP support?!? From: Matthias Eichler <[EMAIL PROTECTED]> To: [EMAIL PROTECTED] Organization: AME Aigner Media & Entertainment GmbH Date: 26 Jun 2003 16:17:49 +0200 Reply-To: [EMAIL PROTECTED] Hi Martin, Am Mit, 2003-06-25 um 11.17 schrieb Martin Edenhofer: > On Mon, Jun 23, 2003 at 04:52:13PM +0200, Matthias Eichler wrote: > > I installed our OTRS as an ASP system, but it seems to me as some of the > > settings are not really ASP-like. > > e.g. the "Organization"-tag in the Config.pm > > If I want some real ASP-system, that means, that also different > > "companies" are using the same server, do I just have a chance in > > duplicating the whole installation?!? Please not...;-) > It depends on what you want to do with OTRS. > It's possible for host more departments or companies on one instance but > just with one admin(-group) for all. Thats what I want. We are an agency which is managing the Support-Requests for different customers which have nothing to do with each other. I already set up: - different queues for each customer, - teams for each customer - emails for each customer and linked them together as they belong. My problems: - It seems that some settings (for example X-Organisation in Config.pm) can just set once for the whole instance, but we would need something like seperate settings for each queue - It seems as our OTRS setup ignores some settings from Config.pm, because I set: ---cut--- $Self->{MoveInToAllQueues} = 0; $Self->{ChangeOwnerToEveryone} = 0; $Self->{ShowCustomerSelection} = 0; $Self->{PhoneViewASP} = 1; ---cut--- And we can still move through all queues. - The servername should be different for each queue as they should have something like support.customer.de, all links in OTRS eMails are with the one servername-setting from Config.pm, which is not asp'able... - Is it right that the customer-frontend can just customized once for each installation and not for each queue?!? > If you want system admin(-groups) for each customer, then you need to > install a new instance. No, there is just one admin-group for all customers. Thanks, Matthias --__--__-- Message: 6 Subject: Re: [otrs] LDAP Auth / Config.pm without effects From: Matthias Eichler <[EMAIL PROTECTED]> To: [EMAIL PROTECTED] Organization: AME Aigner Media & Entertainment GmbH Date: 26 Jun 2003 16:19:46 +0200 Reply-To: [EMAIL PROTECTED] Hi Martin, Am Mit, 2003-06-25 um 11.12 schrieb Martin Edenhofer: [...] > It sounds like you need to restart your webserver (if you use mod_perl) > because the perl modules are loaded on apache startup (improve performance!!). ,-) I thought I have done that, but I will check again. Something strange btw with mod_perl together with mod_php4: after some time the apache is running PHP code can not be executed but therefore the index.pl from OTRS is executed by PHP, which can not be interpreted...;-) Matthias --__--__-- Message: 7 Date: Thu, 26 Jun 2003 08:31:51 -0700 From: Wes Plate <[EMAIL PROTECTED]> To: <[EMAIL PROTECTED]> Subject: [otrs] Internal Server Error: log says CheckItem.pm Reply-To: [EMAIL PROTECTED] When I try to reply to a ticket, I get an Internal Server Error. Looking at the web server log, I see... query timed out at /opt/otrs/bin/cgi-bin/../../Kernel/System/CheckItem.pm line 68 [Thu Jun 26 07:58:58 2003] [error] [client xx.xx.xx.xx] Premature end of script headers: /opt/otrs/bin/cgi-bin/index.pl I have never had this problem before, we are running 1.1.2 on MacOS X. Help please! :-) -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com --__--__-- Message: 8 From: "Brian" <[EMAIL PROTECTED]> To: [EMAIL PROTECTED] Subject: Re: [otrs] Creating new tickets and merging tickets Date: Thu, 26 Jun 2003 17:29:23 -0600 Reply-To: [EMAIL PROTECTED] ---------- Original Message ----------- From: Martin Edenhofer <[EMAIL PROTECTED]> To: [EMAIL PROTECTED] Sent: Sat, 12 Apr 2003 14:02:14 +0200 Subject: Re: [otrs] Creating new tickets and merging tickets > Hi Paul, > > On Wed, Apr 09, 2003 at 02:37:30AM -0400, Paul wrote: > > No, not split tickets. What I'd like is just like the "New e-mail" button in > > Outlook or Eudora, etc. There are many times when an agent has to initiate > > contact with a client and presently have to do it via an external e-mail > > program. OTRS is currently setup for INTAKE only. > > > > What I have in mind is similar to the PhoneView, HOWEVER with a blank "TO" > > field and a selectable "FROM" field. For example: > > > > To: <Enter e-mail address or customer> > > From: Drop down box with queues > > Subject: <Enter subject> > > [...] > > Ohh now I got it. .-) It's not implemented yet. I put it on the TODO > list. > > A good idea. Hi there Martin. I was wondering if there was any work on this TODO item in CVS? I was thinking about writing my own interface but didn't want to if work was under way. With this feature we could also allow our abuse department to have a more formal way of notifying other networks. -- Brian --__--__-- Message: 9 Date: Fri, 27 Jun 2003 10:04:39 +0800 (CST) From: =?big5?q?Chris=20Wong?= <[EMAIL PROTECTED]> To: [EMAIL PROTECTED] Subject: [otrs] What is the different between Queue & Sub-Queue? Reply-To: [EMAIL PROTECTED] --0-1407929799-1056679479=:81883 Content-Type: text/plain; charset=big5 Content-Transfer-Encoding: 8bit thx 最新鈴聲推介:十面埋伏，千金，七友... http://ringtone.yahoo.com.hk --0-1407929799-1056679479=:81883 Content-Type: text/html; charset=big5 Content-Transfer-Encoding: 8bit <DIV>thx</DIV><p>最新鈴聲推介:十面埋伏，千金，七友...<br> <a href="http://hk.yahoo.com/mail_tagline/?http://hk.ringtone.yahoo.com/";>http: //ringtone.yahoo.com.hk</a><br> --0-1407929799-1056679479=:81883-- --__--__-- Message: 10 Date: Fri, 27 Jun 2003 10:22:55 +0800 (CST) From: =?big5?q?Chris=20Wong?= <[EMAIL PROTECTED]> To: [EMAIL PROTECTED] Subject: [otrs] Can I mandatory control the queue in "new ticket" for each customer? Reply-To: [EMAIL PROTECTED] --0-1466801332-1056680575=:85463 Content-Type: text/plain; charset=big5 Content-Transfer-Encoding: 8bit For example, i have created 2 queue, "q1" & "q2" and i have 2 customer, "c1 & c2". I want c1 can only select q1 in the "To" dropdown list when he create a new ticket, and c2 can select q2 . How can i do this? Thanks Chris 最新鈴聲推介:十面埋伏，千金，七友... http://ringtone.yahoo.com.hk --0-1466801332-1056680575=:85463 Content-Type: text/html; charset=big5 Content-Transfer-Encoding: 8bit <DIV>For example, i have created 2 queue, "q1" & "q2" and i have 2 customer, "c1 & c2". </DIV> <DIV> </DIV> <DIV>I want c1 can only select q1 in the "To" dropdown list when he create a new ticket, and c2 can select q2 .</DIV> <DIV> </DIV> <DIV>How can i do this?</DIV> <DIV> </DIV> <DIV>Thanks</DIV> <DIV> </DIV> <DIV>Chris</DIV><p>最新鈴聲推介:十面埋伏，千金，七友...<br> <a href="http://hk.yahoo.com/mail_tagline/?http://hk.ringtone.yahoo.com/";>http: //ringtone.yahoo.com.hk</a><br> --0-1466801332-1056680575=:85463-- --__--__-- Message: 11 To: [EMAIL PROTECTED] Cc: [EMAIL PROTECTED] Subject: Re: [otrs] Creating new tickets and merging tickets From: [EMAIL PROTECTED] Date: Fri, 27 Jun 2003 07:56:02 +0200 Reply-To: [EMAIL PROTECTED] Hi Brian, I've finished a quick'n'dirty implementation of that function. Although I doubt that this would be a starting point for actual OTRS code, it works (with some sideeffects due to my lack of understanding of the guts of OTRS). But as a Module it is easy to put in place and there should not be any major issues with updates along the 1.1 path, or the correct working of OTRS in that matter. If there is interest I'll put a small install doc together with the files and post it here... Best, Gilles -- RESTENA - DNS-LU 6, rue Coudenhove-Kalergi L-1359 Luxembourg tel: (+352) 424409 fax: (+352) 422473 "Brian" <[EMAIL PROTECTED]> Sent by: [EMAIL PROTECTED] 06/27/2003 01:29 Please respond to otrs To: [EMAIL PROTECTED] cc: Subject: Re: [otrs] Creating new tickets and merging tickets ---------- Original Message ----------- From: Martin Edenhofer <[EMAIL PROTECTED]> To: [EMAIL PROTECTED] Sent: Sat, 12 Apr 2003 14:02:14 +0200 Subject: Re: [otrs] Creating new tickets and merging tickets > Hi Paul, > > On Wed, Apr 09, 2003 at 02:37:30AM -0400, Paul wrote: > > No, not split tickets. What I'd like is just like the "New e-mail" button in > > Outlook or Eudora, etc. There are many times when an agent has to initiate > > contact with a client and presently have to do it via an external e-mail > > program. OTRS is currently setup for INTAKE only. > > > > What I have in mind is similar to the PhoneView, HOWEVER with a blank "TO" > > field and a selectable "FROM" field. For example: > > > > To: <Enter e-mail address or customer> > > From: Drop down box with queues > > Subject: <Enter subject> > > [...] > > Ohh now I got it. .-) It's not implemented yet. I put it on the TODO > list. > > A good idea. Hi there Martin. I was wondering if there was any work on this TODO item in CVS? I was thinking about writing my own interface but didn't want to if work was under way. With this feature we could also allow our abuse department to have a more formal way of notifying other networks. -- Brian _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs --__--__-- Message: 12 From: "Jim Wight" <[EMAIL PROTECTED]> Date: Fri, 27 Jun 2003 08:07:28 +0100 To: [EMAIL PROTECTED] Subject: Re: [otrs] Phone View: Queues are incorrect Reply-To: [EMAIL PROTECTED] Jim Wight writes: > Also, it seems that OTRS sorts the entries alphabetically according to > the 'String' values. I would like to force our default queue, > Incoming, to be the default in PhoneViewSelectionString, but it's not > the earlist alphabetically. Can it be done? I had expected the order > of presentation to be the order of listing in PhoneViewSelectionString. Of course I meant PhoneViewOwnSelection, not PhoneViewSelectionString. I've hit upon an answer to getting Incoming to the top of the list. It came on realising that the 'String' values don't have to be the queue names, but can be any text. So I've simply added a leading space, which forces it to the top after sorting. Jim --__--__-- _______________________________________________ otrs mailing list [EMAIL PROTECTED] http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
