[otrs] AW: Change the length of Ticket ID

[Kaiser Dr., Thomas (LfStaD)]

Title: Nachricht

Hi,

 

have a look at the configs for Ticket::NumberGenerator and Ticket::Hook . If there is no satisfiying method to generate the ticket number, you may write our own module as in and /opt/otrs/Kernel/System/Ticket/Number.

 

Thomas

-----Ursprüngliche Nachricht-----
Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Arif Hussain
Gesendet: Mittwoch, 12. Juli 2006 11:20
An: otrs@otrs.org
Betreff: RE: Change the length of Ticket ID

Hi,

 

I am new to Otrs and would like to start using it, but I cannot work out how to reduce the size of the ticket number.

we would like it to be much smaller i.e 8-10 characters.

 

Can anyone point me in the right direction

 

 

Regards,

 

 

---

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Sent: Wed 12/07/2006 02:24
To: otrs@otrs.org
Subject: otrs Digest, Vol 36, Issue 18

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Today's Topics:

   1. Re:  Where do I find the system log? (Andy Lubel)
   2. Re:  Where do I find the system log? (s taylor)
   3.  Prevent user reopening a ticket ([EMAIL PROTECTED])
   4. Re:  Prevent user reopening a ticket (Andy Lubel)
   5. RE:  How to CONVERT 'customers' into 'agents' or 'admins'?
      (s taylor)
   6.  Uh oh! /opt/otrs/Kernel/System/DB.pm line 219 (Andy Lubel)
   7. RE:  Uh oh! /opt/otrs/Kernel/System/DB.pm line 219 (s taylor)
   8. Re:  Prevent user reopening a ticket ([EMAIL PROTECTED])
   9.  How can a CUSTOMER to update their info? (s taylor)


----------------------------------------------------------------------

Message: 1
Date: Tue, 11 Jul 2006 15:35:04 -0400
From: Andy Lubel <[EMAIL PROTECTED]>
Subject: Re: [otrs] Where do I find the system log?
To: "User questions and discussions about OTRS.org" <otrs@otrs.org>
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain;       charset="US-ASCII"

If its entered as /tmp/otrs.log then its going to the root, not relative to
where its called from.. If you wanted that relative then you want
tmp/otrs.log. Mine is set to /opt/otrs/tmp/otrs.log but would also work if I
did tmp/otrs.log (because /opt/otrs is my home directory and considered the
root of the application)

In other words if you put '/' at the beginning its like going to the root of
the drive.

HTH,

Andy



On 7/11/06 3:12 PM, "s taylor" <[EMAIL PROTECTED]> wrote:

> Thanks for your reply.
>
> I have 'write' permissions on the folder; enough that the file,
> 'Kernel-System-Stats-StateAction-2006-06.cache' was able to write to it a
> few days ago.
>
> For the SysLog file in SysConfig, I have '/tmp/otrs.log' as the LogFile name
> (using the default) which I'm ASSUMING that this implies that this folder is
> located in the 'var' subdirectory.
>
> As another attempt, I manually created the 'otrs.log' file with 777 and
> placed it in '/tmp/otrs.log' (which is contained in 'var') subdir.  I logged
> in then out of a test account in order to generate a line entry in the log.
> The 'System Log' on the web interface was updated, but nothing was written
> to the 'otrs.log' file I created.
>
> Any ideas?
>
> Thanks.
>
>
> _______________________________________________
> 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
> Support orr consulting for your OTRS system?
> => http://www.otrs.com/

--



------------------------------

Message: 2
Date: Tue, 11 Jul 2006 15:48:44 -0400
From: "s taylor" <[EMAIL PROTECTED]>
Subject: Re: [otrs] Where do I find the system log?
To: otrs@otrs.org
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain; format=flowed

That did it!  I used the full path '/usr/.../otrs/var/tmp/otrs.log' and now
the file has been created by the system (prior to this last test, I deleted
the file I manually created) and is being updated with each syslog entry!

Thanks, Andy!

========================================
>From: Andy Lubel <[EMAIL PROTECTED]>
>Reply-To: "User questions and discussions about OTRS.org" <otrs@otrs.org>
>To: "User questions and discussions about OTRS.org" <otrs@otrs.org>
>Subject: Re: [otrs] Where do I find the system log?
>Date: Tue, 11 Jul 2006 15:35:04 -0400
>
>If its entered as /tmp/otrs.log then its going to the root, not relative to
>where its called from.. If you wanted that relative then you want
>tmp/otrs.log. Mine is set to /opt/otrs/tmp/otrs.log but would also work if
>I
>did tmp/otrs.log (because /opt/otrs is my home directory and considered the
>root of the application)
>
>In other words if you put '/' at the beginning its like going to the root
>of
>the drive.
>
>HTH,
>
>Andy
>
>
>
>On 7/11/06 3:12 PM, "s taylor" <[EMAIL PROTECTED]> wrote:
>
> > Thanks for your reply.
> >
> > I have 'write' permissions on the folder; enough that the file,
> > 'Kernel-System-Stats-StateAction-2006-06.cache' was able to write to it
>a
> > few days ago.
> >
> > For the SysLog file in SysConfig, I have '/tmp/otrs.log' as the LogFile
>name
> > (using the default) which I'm ASSUMING that this implies that this
>folder is
> > located in the 'var' subdirectory.
> >
> > As another attempt, I manually created the 'otrs.log' file with 777 and
> > placed it in '/tmp/otrs.log' (which is contained in 'var') subdir.  I
>logged
> > in then out of a test account in order to generate a line entry in the
>log.
> > The 'System Log' on the web interface was updated, but nothing was
>written
> > to the 'otrs.log' file I created.
> >
> > Any ideas?
> >
> > Thanks.
> >
> >
> > _______________________________________________
> > 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
> > Support orr consulting for your OTRS system?
> > => http://www.otrs.com/
>
>--
>
>
>_______________________________________________
>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
>Support orr consulting for your OTRS system?
>=> http://www.otrs.com/



------------------------------

Message: 3
Date: Tue, 11 Jul 2006 22:22:33 +0200
From: [EMAIL PROTECTED]
Subject: [otrs] Prevent user reopening a ticket
To: otrs@otrs.org
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain; charset="iso-8859-1"

Hello,

I need to deploy a ticket system in two weeks so I have to quickly try
the best alternatives, so please, forgive if the questions are too easy
or have already been answered.

The main question would be: Can I prevent that a user reopens a closed
ticket? I'd need that the user could close itself its ticket for the
case he is able to solve his problem, so I can't simply remove the
status field from the interface.

And a stupid question: when a user opens a ticket, he can choose the
'to' (I refer to the customer demo) field of the ticket, can't he? I'd
need that the user could choose between two different kind of problems
so I had thought to create two different account for them.

Thanks in advance and sorry my English,

Jean


------------------------------

Message: 4
Date: Tue, 11 Jul 2006 17:48:15 -0400
From: Andy Lubel <[EMAIL PROTECTED]>
Subject: Re: [otrs] Prevent user reopening a ticket
To: "User questions and discussions about OTRS.org" <otrs@otrs.org>
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain;       charset="US-ASCII"




On 7/11/06 4:22 PM, "[EMAIL PROTECTED]" <[EMAIL PROTECTED]> wrote:

> Hello,
>
> I need to deploy a ticket system in two weeks so I have to quickly try
> the best alternatives, so please, forgive if the questions are too easy
> or have already been answered.
>
> The main question would be: Can I prevent that a user reopens a closed
> ticket? I'd need that the user could close itself its ticket for the
> case he is able to solve his problem, so I can't simply remove the
> status field from the interface.
Check the Queue Settings for "Follow Up Option" - for what you want,
"reject" may be appropriate.
>
> And a stupid question: when a user opens a ticket, he can choose the
> 'to' (I refer to the customer demo) field of the ticket, can't he? I'd
> need that the user could choose between two different kind of problems
> so I had thought to create two different account for them.
>
/bump
> Thanks in advance and sorry my English,
>
> Jean
>
> _______________________________________________
> 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
> Support orr consulting for your OTRS system?
> => http://www.otrs.com/

--



------------------------------

Message: 5
Date: Tue, 11 Jul 2006 17:51:14 -0400
From: "s taylor" <[EMAIL PROTECTED]>
Subject: RE: [otrs] How to CONVERT 'customers' into 'agents' or
        'admins'?
To: otrs@otrs.org
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain; format=flowed

Anyone?

Thanks.

==============================
>From: "s taylor" <[EMAIL PROTECTED]>
>Reply-To: "User questions and discussions about OTRS.org" <otrs@otrs.org>
>To: otrs@otrs.org
>Subject: [otrs] How to CONVERT 'customers' into 'agents' or 'admins'?
>Date: Mon, 10 Jul 2006 16:30:07 -0400
>
>Hello.
>
>1) How to convert 'customers' (signed up via customer.pl) into 'agents'
>(move them into the 'users' table)?
>
>I'd like to find a way to have prospective agents to signup themselves with
>the info provided in my customized 'customer.pl' form and then I, as
>superadmin, give them full agent permissions.  I would also want all of
>their prior E-mail ticket correspondence history to go with them with the
>move.
>
>2) What significance is the 'ro/rw' in the 'Admin Group' or 'FAQ Group'  or
>'Stats Group' or 'Users Group' when "CustomerGroupSupport" is activated? 
>If 'ro/rw' is checked for the 'Admin Group', would they be able to login
>via the index.pl form?  If so, what activities would they be able to do?
>
>Do folks really put those signed up via the customer.pl form into the
>'Admin Group' shown in "CustomerGroupSupport" without first making them
>full-fledged agents?  If so, for what purpose or scenario?  What
>functions/activities can they really do with those limited permissions?
>
>
>Thanks in advance.
>
>
>_______________________________________________
>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
>Support orr consulting for your OTRS system?
>=> http://www.otrs.com/



------------------------------

Message: 6
Date: Tue, 11 Jul 2006 17:51:43 -0400
From: Andy Lubel <[EMAIL PROTECTED]>
Subject: [otrs] Uh oh! /opt/otrs/Kernel/System/DB.pm line 219
To: "User questions and discussions about OTRS.org" <otrs@otrs.org>
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain;       charset="US-ASCII"

What is the correct fix for this?  I have a couple other systems but my
management has asked for mysql5 testing.  Is there a bug with  DBI or the
interaction of this perl script with mysql5?

DBI::db=HASH(0x1a8a56c)->disconnect invalidates 1 active statement handle
(either destroy statement handles or call finish on them before
disconnecting) at /opt/otrs/Kernel/System/DB.pm line 219, <DATA> line 225.

OTRS 2.0.4 (tarball)
Mysql 5.0.22 (binary from mysql.com)
Mac OSX 10.4.7 SERVER
Fink (Latest)
Developer Tools (latest)


Any help would be great!


------------------------------

Message: 7
Date: Tue, 11 Jul 2006 17:54:44 -0400
From: "s taylor" <[EMAIL PROTECTED]>
Subject: RE: [otrs] Uh oh! /opt/otrs/Kernel/System/DB.pm line 219
To: otrs@otrs.org
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain; format=flowed

See Bug# 1231 for attachment and comments.

HTH.

=============================
>From: Andy Lubel <[EMAIL PROTECTED]>
>Reply-To: "User questions and discussions about OTRS.org" <otrs@otrs.org>
>To: "User questions and discussions about OTRS.org" <otrs@otrs.org>
>Subject: [otrs] Uh oh! /opt/otrs/Kernel/System/DB.pm line 219
>Date: Tue, 11 Jul 2006 17:51:43 -0400
>
>What is the correct fix for this?  I have a couple other systems but my
>management has asked for mysql5 testing.  Is there a bug with  DBI or the
>interaction of this perl script with mysql5?
>
>DBI::db=HASH(0x1a8a56c)->disconnect invalidates 1 active statement handle
>(either destroy statement handles or call finish on them before
>disconnecting) at /opt/otrs/Kernel/System/DB.pm line 219, <DATA> line 225.
>
>OTRS 2.0.4 (tarball)
>Mysql 5.0.22 (binary from mysql.com)
>Mac OSX 10.4.7 SERVER
>Fink (Latest)
>Developer Tools (latest)
>
>
>Any help would be great!
>
>_______________________________________________
>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
>Support orr consulting for your OTRS system?
>=> http://www.otrs.com/



------------------------------

Message: 8
Date: Wed, 12 Jul 2006 00:05:11 +0200
From: [EMAIL PROTECTED]
Subject: Re: [otrs] Prevent user reopening a ticket
To: "User questions and discussions about OTRS.org" <otrs@otrs.org>
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain; charset="iso-8859-1"

Hi!

On Tue, 11 Jul 2006 17:48:15 -0400, "Andy Lubel" <[EMAIL PROTECTED]>
said:
> >
> > The main question would be: Can I prevent that a user reopens a closed
> > ticket? I'd need that the user could close itself its ticket for the
> > case he is able to solve his problem, so I can't simply remove the
> > status field from the interface.
> Check the Queue Settings for "Follow Up Option" - for what you want,
> "reject" may be appropriate.
> >

Wouldn't that prevent that the user replies to the ticket while is
opened? I'd like he could add notes or comments until I've had closed
the ticket.

Thanks again

J


------------------------------

Message: 9
Date: Tue, 11 Jul 2006 21:24:33 -0400
From: "s taylor" <[EMAIL PROTECTED]>
Subject: [otrs] How can a CUSTOMER to update their info?
To: otrs@otrs.org
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain; format=flowed

Hello.

Is there a way for a customer to update their info?

For example:

I've added 'phone' and 'company' fields for "customer.pl".  If either
change, I'd like for that customer to update it...BUT I want the other
fields to be READ-ONLY to the customer.

Is this possible?


Thanks in advance.



------------------------------

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