HI I am unable to find the options you said All I can see are these in framework
Frontend::Admin::ModuleRegistration 20 Framework Frontend::Agent 12 Framework Frontend::Agent::Auth::LDAP 2 Framework Frontend::Agent::ModuleNotify 4 Framework Frontend::Agent::ModuleRegistration 9 Framework Frontend::Agent::Preferences 10 Framework Frontend::Agent::Stats 8 Framework Frontend::Customer 14 Framework Frontend::Customer::Auth 22 Framework Frontend::Customer::ModuleNotify 2 Framework Frontend::Customer::ModuleRegistration 4 Framework Frontend::Customer::Preferences 9 Framework Frontend::Public::ModuleRegistration Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: [EMAIL PROTECTED] www.pixsense.com -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Wednesday, October 24, 2007 3:31 PM To: otrs@otrs.org Subject: otrs Digest, Vol 51, Issue 46 Send otrs mailing list submissions to otrs@otrs.org 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. Re: one more thing (Gabriele D'Andrea) 2. Remove lock option from tickets (Mujtaba Karim) ---------------------------------------------------------------------- Message: 1 Date: Wed, 24 Oct 2007 12:21:31 +0200 From: "Gabriele D'Andrea" <[EMAIL PROTECTED]> Subject: Re: [otrs] one more thing To: "User questions and discussions about OTRS.org" <otrs@otrs.org> Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset="iso-8859-1" Yea, I did it. In SysConfig, you must disable RequiredLock in these pages Frontend::Agent::Ticket::ViewBounce Frontend::Agent::Ticket::ViewClose Frontend::Agent::Ticket::ViewCompose Frontend::Agent::Ticket::ViewForward Frontend::Agent::Ticket::ViewMerge Frontend::Agent::Ticket::ViewPending Frontend::Agent::Ticket::ViewPhoneOutbound Frontend::Agent::Ticket::ViewPriority In general, check all ..View.. pages to see wether RequiredLock is enabled. Then, you can disable the links to locks: unchek Ticket::Frontend::MenuModule###100Lock: Ticket::Frontend::MenuModule###400-Owner: in Frontend::Agent::Ticket::MenuModule and Frontend::Agent::Ticket::MenuModulePre I've done these modification and worked fine without locks for a while in the past Additionally, you might also want to disable Frontend::Module###AgentTicketLock: Frontend::Module###AgentTicketOwner: in Frontend::Agent::ModuleRegistration but I don't know if this can cause some issues Bye Gabriele ----- Original Message ----- From: Mujtaba Karim To: otrs@otrs.org Sent: Wednesday, October 24, 2007 11:58 AM Subject: [otrs] one more thing Hi I guess I am flooding in with questions please bear me Is there a way to completely disable the lock functionality? I want Tickets to be always unlocked... Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: [EMAIL PROTECTED] www.pixsense.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 or consulting for your OTRS system? => http://www.otrs.com/ -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.otrs.org/pipermail/otrs/attachments/20071024/8d13675f/attachmen t-0001.html ------------------------------ Message: 2 Date: Wed, 24 Oct 2007 15:30:41 +0500 From: "Mujtaba Karim" <[EMAIL PROTECTED]> Subject: [otrs] Remove lock option from tickets To: <otrs@otrs.org> Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset="us-ascii" HI The thing here is I will not be able to notify customer if I move a ticket to any other state. My issue can be resolved if I eliminate ticket lock option from all my tickets Is there any possibility for that? Thanks Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: [EMAIL PROTECTED] www.pixsense.com -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Wednesday, October 24, 2007 3:12 PM To: otrs@otrs.org Subject: otrs Digest, Vol 51, Issue 45 Send otrs mailing list submissions to otrs@otrs.org 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. Re: error creating ticket from POP3 account (Torsten Thau) 2. Re: Can users (agents) work with OTRS by email? (Torsten Thau) 3. one more thing (Mujtaba Karim) 4. RE: otrs Digest, Vol 51, Issue 44 (Mujtaba Karim) 5. Re: one more thing (Richard Hinkamp - BeSite) 6. Re: RE: otrs Digest, Vol 51, Issue 44 (Richard Hinkamp - BeSite) ---------------------------------------------------------------------- Message: 1 Date: Wed, 24 Oct 2007 11:48:13 +0200 From: Torsten Thau <[EMAIL PROTECTED]> Subject: Re: [otrs] error creating ticket from POP3 account To: "User questions and discussions about OTRS.org" <otrs@otrs.org> Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset=ISO-8859-1 -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Peter Hoogkamer schrieb: > Hello everybody, > > Since a few days I am not able to create a ticket from email picked up > by the POP3 account. When I execute POP3Master.pl it says that it > cannot handle a ticket priority of NULL and cannot create the entry in > the database. > > I think the solution will be to set a default priority of 3 for > tickets that are created from mail. But I cannot seem to find where to > configure this. You can do this in a postmaster filter, but the actual problem is: where did your "priority 3" go? Ist it still available in the admin-area under priorities? regards, Torsten Thau - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux) iD8DBQFHHxTcvXo8m5PgoXQRAh02AJ9GaIpaub1d1OOtAdRG9iaFvuh0gQCfcyj3 VASfChb5qjwVXCuvJnRLE0s= =1q8P -----END PGP SIGNATURE----- ------------------------------ Message: 2 Date: Wed, 24 Oct 2007 11:30:09 +0200 From: Torsten Thau <[EMAIL PROTECTED]> Subject: Re: [otrs] Can users (agents) work with OTRS by email? To: "User questions and discussions about OTRS.org" <otrs@otrs.org> Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset=ISO-8859-1 -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Oleg Polovinkin schrieb: > Nils Breunese (Lemonbit) wrote: >> Oleg Polovinkin wrote: >> >>> Hmmm... Can't understand, why not look at user base, if email of >>> sender is agent >>> email?.. >> In our setup we have e-mail addresses that belong to both agents and >> 'customers'. Of course it is not impossible to have a system work like >> you are requesting, but currently OTRS does not support this workflow >> AFAIK. Indeed, I was missing this feature as well sometimes. But, besides the fact that the desired functionality [*] is not implemented yet, how does one decide in which role (agent or customer) someone replied when you have "agents can be customers" enabled and the e-mail addresses are identical? regards, Torsten Thau - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux) iD8DBQFHHxChvXo8m5PgoXQRAsvQAJ9eV8b3qz3AOtItJQYLP/nBFxNgZQCfdI5S i7TKlOjV/ZdbKW6yWurRJ9Q= =ZpZY -----END PGP SIGNATURE----- ------------------------------ Message: 3 Date: Wed, 24 Oct 2007 14:58:25 +0500 From: "Mujtaba Karim" <[EMAIL PROTECTED]> Subject: [otrs] one more thing To: <otrs@otrs.org> Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset="us-ascii" Hi I guess I am flooding in with questions please bear me Is there a way to completely disable the lock functionality? I want Tickets to be always unlocked... Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: <mailto:[EMAIL PROTECTED]> [EMAIL PROTECTED] <http://www.pixsense.com/> www.pixsense.com -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.otrs.org/pipermail/otrs/attachments/20071024/f4ac752b/attachmen t-0001.html ------------------------------ Message: 4 Date: Wed, 24 Oct 2007 15:05:18 +0500 From: "Mujtaba Karim" <[EMAIL PROTECTED]> Subject: [otrs] RE: otrs Digest, Vol 51, Issue 44 To: <otrs@otrs.org> Cc: [EMAIL PROTECTED] Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset="us-ascii" Dear Gabriele. What I want to do is this I have OTRS installed.I have different queues set up however when I close the ticket It is locked and if I unlock it it goes to open state Can I eliminate the lock option in OTRS completely? Secondly what I require is That when I close the ticket a response is sent to customer telling him that his ticket is closed but with that response I can also add the reason and details as to why I am closing the ticket Can this be done ? Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: [EMAIL PROTECTED] www.pixsense.com -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Wednesday, October 24, 2007 1:21 PM To: otrs@otrs.org Subject: otrs Digest, Vol 51, Issue 44 Send otrs mailing list submissions to otrs@otrs.org 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. Installed, but can't create a user (Tuc at T-B-O-H.NET) 2. RE: iis & otrs? (G?bor Rell beltex) 3. error creating ticket from POP3 account (Peter Hoogkamer) 4. An issue (Mujtaba Karim) 5. Re: An issue (Gabriele D'Andrea) 6. one more thing (Mujtaba Karim) ---------------------------------------------------------------------- Message: 1 Date: Tue, 23 Oct 2007 15:02:32 -0400 (EDT) From: "Tuc at T-B-O-H.NET" <[EMAIL PROTECTED]> Subject: [otrs] Installed, but can't create a user To: otrs@otrs.org Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset=us-ascii Hi, I previously put a ticket in, but it seems to have stalled... (http://bugs.otrs.org/show_bug.cgi?id=2411) On a fairly fresh install, I can't add a user. Instead of bringing me to what I think should be the user input screen here : http://otrs.org/images/screen-2.0/user.png It gives me : Message: Need UserID! Traceback (1944): Module: Kernel::Output::HTML::PreferencesCustomQueue::Param (v1.7) Line: 49 Module: Kernel::Modules::AdminUser::_Edit (v1.42 ) Line: 383 Module: Kernel::Modules::AdminUser::Run (v1.42 ) Line: 214 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: /opt/otrs/bin//otrs/index.pl (v1.81) Line: 47 The ticket has more info and some debug output... Thanks, Tuc ------------------------------ Message: 2 Date: Wed, 24 Oct 2007 09:35:57 +0200 From: G?bor Rell beltex <[EMAIL PROTECTED]> Subject: RE: [otrs] iis & otrs? To: User questions and discussions about OTRS.org <otrs@otrs.org> Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset="utf-8" Hi! I'm running iis 6.0. I gave the permissions to the user at the specified folders. And did you found anything? :) -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Monday, October 22, 2007 7:50 AM To: otrs@otrs.org Subject: [otrs] iis & otrs? Hi GC!bor, do you have checked the permissions of iusr_<machinename> ? I had long time Troube with this error and the same symptoms like you. Wich version of IIS you are using? Henning Viel oder wenig? Schnell oder langsam? Unbegrenzt surfen + telefonieren ohne Zeit- und Volumenbegrenzung? DAS TOP ANGEBOT FC R ALLE NEUEINSTEIGER Jetzt bei Arcor: gC<nstig und schnell mit DSL - das All-Inclusive-Paket fC<r clevere Doppel-Sparer, nur 34,95 b, inkl. DSL- und ISDN-GrundgebC<hr! http://www.arcor.de/rd/emf-dsl-2 _______________________________________________ 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 or consulting for your OTRS system? =ttp://www.otrs.com/ ------------------------------ Message: 3 Date: Wed, 24 Oct 2007 09:41:09 +0200 From: "Peter Hoogkamer" <[EMAIL PROTECTED]> Subject: [otrs] error creating ticket from POP3 account To: "User questions and discussions about OTRS.org" <otrs@otrs.org> Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset=ISO-8859-1 Hello everybody, Since a few days I am not able to create a ticket from email picked up by the POP3 account. When I execute POP3Master.pl it says that it cannot handle a ticket priority of NULL and cannot create the entry in the database. I think the solution will be to set a default priority of 3 for tickets that are created from mail. But I cannot seem to find where to configure this. I am using OTRS::ITSM 2.2.2 on Apache and Server 2003. Thanks, Peter ------------------------------ Message: 4 Date: Wed, 24 Oct 2007 13:03:18 +0500 From: "Mujtaba Karim" <[EMAIL PROTECTED]> Subject: [otrs] An issue To: <otrs@otrs.org> Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset="us-ascii" HI I have a small issue What I want is that when I close the ticket in OTRS! I have a screen where I can add anything i.e reason for closing the ticket. And ticket is closed Right now when I go and compose a message it just sends and email and closes the ticket I can use customer notification for in the same email or can I have the closed notification activated with a custom message ? Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: <mailto:[EMAIL PROTECTED]> [EMAIL PROTECTED] <http://www.pixsense.com/> www.pixsense.com -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.otrs.org/pipermail/otrs/attachments/20071024/b1454625/attachmen t-0001.html ------------------------------ Message: 5 Date: Wed, 24 Oct 2007 10:08:06 +0200 From: "Gabriele D'Andrea" <[EMAIL PROTECTED]> Subject: Re: [otrs] An issue To: "User questions and discussions about OTRS.org" <otrs@otrs.org> Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset="iso-8859-1" Can you explain? I'm sorry but I can't understand what you are looking for Gabriele ----- Original Message ----- From: Mujtaba Karim To: otrs@otrs.org Sent: Wednesday, October 24, 2007 10:03 AM Subject: [otrs] An issue HI I have a small issue What I want is that when I close the ticket in OTRS! I have a screen where I can add anything i.e reason for closing the ticket. And ticket is closed Right now when I go and compose a message it just sends and email and closes the ticket I can use customer notification for in the same email or can I have the closed notification activated with a custom message ? Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: [EMAIL PROTECTED] www.pixsense.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 or consulting for your OTRS system? => http://www.otrs.com/ -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.otrs.org/pipermail/otrs/attachments/20071024/5d1008aa/attachmen t-0001.html ------------------------------ Message: 6 Date: Wed, 24 Oct 2007 13:20:31 +0500 From: "Mujtaba Karim" <[EMAIL PROTECTED]> Subject: [otrs] one more thing To: <otrs@otrs.org> Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset="us-ascii" HI is there a way I can insert note and that is sent to the customer???? Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: <mailto:[EMAIL PROTECTED]> [EMAIL PROTECTED] <http://www.pixsense.com/> www.pixsense.com -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.otrs.org/pipermail/otrs/attachments/20071024/5fbbb4bb/attachmen t.html ------------------------------ _______________________________________________ otrs mailing list otrs@otrs.org http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest, Vol 51, Issue 44 ************************************ ------------------------------ Message: 5 Date: Wed, 24 Oct 2007 12:09:02 +0200 From: Richard Hinkamp - BeSite <[EMAIL PROTECTED]> Subject: Re: [otrs] one more thing To: "User questions and discussions about OTRS.org" <otrs@otrs.org> Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset=ISO-8859-1; format=flowed I don't think so, I can't think of any reason why you would want that? Richard Mujtaba Karim wrote: > Hi I guess I am flooding in with questions please bear me > Is there a way to completely disable the lock functionality? I want > Tickets to be always unlocked... ------------------------------ Message: 6 Date: Wed, 24 Oct 2007 12:11:28 +0200 From: Richard Hinkamp - BeSite <[EMAIL PROTECTED]> Subject: Re: [otrs] RE: otrs Digest, Vol 51, Issue 44 To: "User questions and discussions about OTRS.org" <otrs@otrs.org> Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset=ISO-8859-1; format=flowed > I have OTRS installed.I have different queues set up however when I close > the ticket It is locked and if I unlock it it goes to open state > Can I eliminate the lock option in OTRS completely? When you close a ticket, it will be unlocked and will not show in queues. > Secondly what I require is That when I close the ticket a response is sent > to customer telling him that his ticket is closed but with that response I > can also add the reason and details as to why I am closing the ticket > Can this be done ? You can sent an e-mail to the customer and set next state of the ticket to "closed succesfull" and you've got what you want. Richard ------------------------------ _______________________________________________ otrs mailing list otrs@otrs.org http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest, Vol 51, Issue 45 ************************************ ------------------------------ _______________________________________________ otrs mailing list otrs@otrs.org http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest, Vol 51, Issue 46 ************************************ _______________________________________________ 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 or consulting for your OTRS system? => http://www.otrs.com/
