Hello, I'd like to know if is there a way I can make customers give some feedback about the way the ticket has been solved.
I was thinking about 3 checkboxes to grade the ticket... happy, acceptable, bad... or something like that... maybe a module I can install on otrs... Thanks in advance for any idea. Carlos Cardona. -----Mensaje original----- De: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] En nombre de [EMAIL PROTECTED] Enviado el: Martes, 26 de Febrero de 2008 12:03 p.m. Para: otrs@otrs.org Asunto: otrs Digest, Vol 55, Issue 78 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: closed ticket email notify with note (LQ Marshall) 2. Re: closed ticket email notify with note (Francesco Simonini) 3. Problems after upgrade from 2.0.x to 2.2.4 (Sven Schl?ter) 4. RE: when phone ticket / email ticket (Forms) 5. RE: Mod perl... (Nielson, Adam) 6. Re: closed ticket email notify with note (Lars J?rgensen) 7. Re: Problems after upgrade from 2.0.x to 2.2.4 (Lars J?rgensen) ---------------------------------------------------------------------- Message: 1 Date: Tue, 26 Feb 2008 10:35:03 -0500 From: "LQ Marshall" <[EMAIL PROTECTED]> Subject: RE: [otrs] closed ticket email notify with note To: "'User questions and discussions about OTRS.org'" <otrs@otrs.org> Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset="US-ASCII" > > I to all, I have a question: when I close a ticket I write > a note. I > > would like that this note is included in the e-mail notification to > > customer. I can't find how it is possible. > > That note is an internal note, it will not be sent to the customer. If I want to send a message on close, I send a email and set the next state to close. LQ ------------------------------ Message: 2 Date: Tue, 26 Feb 2008 16:38:50 +0100 From: "Francesco Simonini" <[EMAIL PROTECTED]> Subject: Re: [otrs] closed ticket email notify with note To: "User questions and discussions about OTRS.org" <otrs@otrs.org> Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset=ISO-8859-1 Ok, thank you too. Francesco. 2008/2/26, LQ Marshall <[EMAIL PROTECTED]>: > > > I to all, I have a question: when I close a ticket I write > > a note. I > > > would like that this note is included in the e-mail notification to > > > customer. I can't find how it is possible. > > > > That note is an internal note, it will not be sent to the customer. > > > If I want to send a message on close, I send a email and set the next state > to close. > > > LQ > > > _______________________________________________ > 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/ > ------------------------------ Message: 3 Date: Tue, 26 Feb 2008 16:29:51 +0100 From: Sven Schl?ter <[EMAIL PROTECTED]> Subject: [otrs] Problems after upgrade from 2.0.x to 2.2.4 To: otrs@otrs.org Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset=ISO-8859-15 -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi all, we are using otrs as a customer support ticket system since one year now. its running on a debian inside a virtual machine. I did an upgrade via debian apt-get (first changed the sources.list to lenny) The upgrade failed hard and I was constrained to force a manual database upgrade. It seems like debian failed at one table and wasnt able to update the other tables as well. anyway, it seems to work after this manual editing for about two weeks. now, we can see a lot of trouble coming up. First, if we get a new ticket !!!sometimes!!! we get the mailmessage with the ticketnumber and a link inside, but THIS ticketid is never used in the whole database ... I mean, we get the notification, but it wasnt produced a real-full-ticket. Second, I can work with my user, see the relationship groups<-->users, but if I take a look on users only, no user is listed... I think all of this have to do with a database problem, but I can not get it. I need someone with a deeper knowledge of the OTRS anybody an idea? I am really open minded for every suggestion. thanks - -- cheers Sven Schlüter Technischer Consultant THE BRISTOL GROUP Deutschland GmbH Enterprise IT-Security Provider Sven Schlüter, Technischer Consultant Robert-Bosch-Straße 11 63225 Langen Telefon +49 (0) 6103 20 55 300 Telefax +49 (0) 6103 70 27 87 IT-Security 24h Notrufnummer 0900-1192022-001 (1,99¤/min) [EMAIL PROTECTED] www.bristol.de PGP Fingerprint: 5394 1967 6D5C 59CA 4250 5C54 37A9 7B9D F7FD F7A4 *************************************************************************************** Die BRISTOL GROUP plant, liefert, installiert und wartet die wichtigen IT-Sicherheitskomponenten für einen stabilen und zuverlässigen Netzwerkbetrieb. 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Whilst BRISTOL GROUP DEUTSCHLAND GmbH believes that the information is correct at the date of the e-mail, no warranty and representation is given to this effect and no responsibility can be accepted by THE BRISTOL GROUP DEUTSCHLAND GmbH . - --------------------------------------------------------------------------------------------------------------------------- -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux) iD8DBQFHxDBvN6l7nff996QRAt8DAJ0fo5wS3JuCTVPKqGxA8xNznhXDxQCbBEPM 3AiTBOOGarX0VIGGmrPlvms= =xusT -----END PGP SIGNATURE----- ------------------------------ Message: 4 Date: Tue, 26 Feb 2008 09:53:16 -0600 From: "Forms" <[EMAIL PROTECTED]> Subject: RE: [otrs] when phone ticket / email ticket To: "'User questions and discussions about OTRS.org'" <otrs@otrs.org> Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset="us-ascii" Thanks a lot Josh Carlos, _____ De: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] En nombre de Joshua Scott Enviado el: Martes, 26 de Febrero de 2008 09:28 a.m. Para: User questions and discussions about OTRS.org Asunto: Re: [otrs] when phone ticket / email ticket Well, the 'phone ticket' simply creates a ticket in the queue, which the customer can view (if you give access). The 'email ticket' sends an email to the customer, so I only use that if I need that functionality. Josh On Tue, Feb 26, 2008 at 9:06 AM, Forms <[EMAIL PROTECTED]> wrote: Hi list, Some guidelines to know when to use phone ticket (or email ticket) ? Thanks a lot Carlos, _______________________________________________ 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/20080226/cefa4f9c/attachment-0001.html ------------------------------ Message: 5 Date: Tue, 26 Feb 2008 15:58:32 +0000 From: "Nielson, Adam" <[EMAIL PROTECTED]> Subject: RE: [otrs] Mod perl... To: User questions and discussions about OTRS.org <otrs@otrs.org> Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset="us-ascii" You guys are right, my bad... I should have given you more to work with. Distro: RHEL5 (all latest patches/kernel from Red Hat Linux) OTRS version: I used the packaged otrs-2.2.4-01.i386 RPM file for installation. Apache2 version: 2.2.4 Mod Perl version: 2.0.2-6.3.el5.i386 (from the official RH RPM) I am running this on a secure (behind a company firewall, no external access at all) webserver to ONLY host OTRS. I am running it as the main website, (DocumentRoot = /opt/otrs/bin/cgi-bin) with no vhosts. Its to serve internally about 200-300 customers. I am assuming I want mod_perl over cgi, as im serving the customer, index and faq PL files..? (I can do whichever one is needed, or whatever is needed) ...trying to think of the other email responses... I think this about covers everything. Apache, mysql, EVERYTHING on this server is for OTRS... So whatever I need to do is not an issue. I appreciate the responses everyone. - Adam Nielson -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Nils Breunese (Lemonbit) Sent: Tuesday, February 26, 2008 1:37 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Mod perl... Nielson, Adam wrote: > So, I used this page here: > http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&CategoryID=3&ItemI > D=200 > > And found out mod perl isnt even running FOR OTRS. > > I checked out the otrs/script directory, but have no idea whats > "wrong". That directory just has some examples for different setups. > I uncommented out that im using a MySQL database in apache2-perl- > startup.pl, but have no idea what im really looking for. Also, how do > I know if apaches conf.d/perl.conf is properly set up? Our conf.d/perl.conf just loads mod_perl.so, nothing else. You *could* put your OTRS configuration in there, but I'd put it in the config file for your vhost. But then I don't know whether you use vhosts or not. It all depends on your setup what you need to do (vhosts or not, apache1 or apache2, whether you want to use mod_perl or CGI, etc.). > Is there some kind of guide or howto I can follow? Im not finding > anything useful online. It's all Apache configuration, so you'll need to look in that direction if you want to learn more. It would probably help if you mentioned what OS you are running, what version of apache, whether you used a packaged version of OTRS or not, what version of OTRS, etc. Give us something to work with. Nils Breunese _______________________________________________ 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/ ------------------------------ Message: 6 Date: Tue, 26 Feb 2008 17:52:47 +0100 From: Lars J?rgensen <[EMAIL PROTECTED]> Subject: Re: [otrs] closed ticket email notify with note To: "User questions and discussions about OTRS.org" <otrs@otrs.org> Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset=US-ASCII; format=flowed; delsp=yes Den 26/02/2008 kl. 16.35 skrev LQ Marshall: > If I want to send a message on close, I send a email and set the > next state > to close. That was what I tried to convey in my last post. Sorry if the meaning was lost in bad English - it's not my native language. -- Lars ------------------------------ Message: 7 Date: Tue, 26 Feb 2008 18:02:30 +0100 From: Lars J?rgensen <[EMAIL PROTECTED]> Subject: Re: [otrs] Problems after upgrade from 2.0.x to 2.2.4 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; delsp=yes Den 26/02/2008 kl. 16.29 skrev Sven Schlüter: > we are using otrs as a customer support ticket system since one year > now. its running on a debian inside a virtual machine. This is where you a very sorry for not taking a snapshot of the virtual machine before you upgraded. Or created a copy of the machine and upgraded that instead. You should use all this wonderful functionality when you have it :-) > I did an upgrade via debian apt-get (first changed the sources.list > to lenny) You changed the sources.list to a different distribution than the one you are running? On a production server? You didn't run apt-get dist- upgrade? > The upgrade failed hard No wonder, that. > now, we can see a lot of trouble coming up. Maybe you can get it running, maybe you can't. If it was me, I would start over with a fresh install on a new server. When you're running VMWare, that takes about 8 minutes from start to finish. Install OTRS on top of that. If you can't wait for the latest version of OTRS to get into the Debian package tree then do a manual install on the latest Debian Stable. It's not difficult at all if you follow the documentation and then you have a solid system. Hopefully you have a backup of the database before you upgraded, use that in the fresh OTRS installation together with the SysConf-dump you surely made before the upgrade :-) -- Lars ------------------------------ _______________________________________________ otrs mailing list otrs@otrs.org http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest, Vol 55, Issue 78 ************************************ _______________________________________________ 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/
