Hi Michiel, Thanks for your input and proposition.
As for now we are in production with only one department, so people can live with that non-sense (for us :) locking system. I put a generic job that unlocks tickets so it is a way to solve this. Is it possible to receive your own e-mail address directly so that we can keep in touch for future commercial arrangement? As I am sure this system will become a new standard here at WIPO (= 1300 people). We will need some development in the near future as other Departments will go live. I tried once to create an account for the bugs thing but it didn't work. I will retry now ... Greetings Philippe Philippe Martignier Communications Division Customer Service Section Email : philippe.martign...@wipo.int Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 -----Original Message----- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of otrs-requ...@otrs.org Sent: lundi, 4. janvier 2010 20:36 To: otrs@otrs.org Subject: otrs Digest, Vol 16, Issue 8 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 otrs-requ...@otrs.org You can reach the person managing the list at otrs-ow...@otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Postmaster Cron does not start after reboot (Gerrit Tamboer) 2. Clever OTRS =) (Gazizov Andrey) 3. Re: 2.4.5. bugs with lock : always locks the ticket (Michiel Beijen) 4. Re: Postmaster Cron does not start after reboot (Gordon O'Brien) ---------------------------------------------------------------------- Message: 1 Date: Mon, 04 Jan 2010 18:46:22 +0100 From: "Gerrit Tamboer" <ger...@halma.nl> Subject: Re: [otrs] Postmaster Cron does not start after reboot To: "User questions and discussions about OTRS." <otrs@otrs.org> Message-ID: <20100104174622.be306...@kerio01.halma.nl> Content-Type: text/plain; charset="utf-8" Check the cronjobs. /opt/otrs/var/cron To see if the cron is running: crontab -u -l otrs Good luck. _____ From: Gordon O'Brien [mailto:gordon.obr...@mediasquare.co.uk] To: Gordon O'Brien [mailto:gordon.obr...@mediasquare.co.uk], otrs@otrs.org Sent: Mon, 04 Jan 2010 18:40:03 +0100 Subject: [otrs] Postmaster Cron does not start after reboot Hi I am running OTRS 2.4.5 on OpenSUSE 11.1 I have a problem when the server is rebooted after updates. The Postmaster mail account will not fetch email from the configured POP3 account unless I click ?run now? or manually execute ./Cron sh start otrs Is there a way for this to automatically start after a reboot? Thanks. _____ This email message has been scanned and delivered safely by Mimecast. _____ -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20100104/2d5733f3/attachment-0001.html> ------------------------------ Message: 2 Date: Mon, 04 Jan 2010 20:53:14 +0300 From: Gazizov Andrey <moonshi...@retn.net> Subject: [otrs] Clever OTRS =) To: "User questions and discussions about OTRS." <otrs@otrs.org> Message-ID: <4b422b0a.9010...@retn.net> Content-Type: text/plain; charset=KOI8-R; format=flowed Hello all. I'm sorry, it was a misprint. Surely, under "Theme" I mean "Subject", thanks to ?????? that noted it ;-) Has anybody idea how I can make this? ?????? ????? ?????: > Andrey, before posting to english-speaking mailing list, switch your > OTRS from russian to english. "????" is not "Theme" there but "Subject". > > On Tue, Dec 29, 2009 at 7:36 PM, Gazizov Andrey <moonshi...@retn.net > <mailto:moonshi...@retn.net>> wrote: > > Happy New Year dear OTRS users ;-) > > Under the end of the year I have a following task - it would be > great for me that otrs create ticket only in that case if it > satisfies to following points: > > - responsible > - theme > - freetext fields > etc.. > > I.e. until user will not correctly specify a theme of the ticket > or responsible ticket it is not created. It's possible in OTRS? > > Thanks in advance. > > -- > Best regards, > Andrey Gazizov > ReTN > > --------------------------------------------------------------------- > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > > > > > -- > regards, > Mihail > -- Best regards, Andrey Gazizov ReTN ------------------------------ Message: 3 Date: Mon, 4 Jan 2010 20:02:04 +0100 From: Michiel Beijen <mich...@beefreeit.nl> Subject: Re: [otrs] 2.4.5. bugs with lock : always locks the ticket To: "User questions and discussions about OTRS." <otrs@otrs.org> Message-ID: <9eda38a41001041102o6416cdfbu4d8171508b1b9...@mail.gmail.com> Content-Type: text/plain; charset=UTF-8 Hi Philippe, Sorry for not responding earlier. Actually, the mailing list is not what we use for software bug tracking - we use http://bugs.otrs.org for that. You can create an account there and log a bug report. But then still, we will not commit to solve your issues. The "scratch your own itch" principle applies here. This basically means that while some bugs will be valid bugs, we only have limited time resources and may or may not fix your bug as soon as you might hope - just because the bug might be specifically annoying for you but other people would get along without it just fine. So, if you'd want to make sure your issues get fixed, please get a support contract and/or contact en...@otrs.com to see what we can do comercially for you. Now back to your issues. > When we change the owner of a ticket, the ticket is always locked Even if you > put No in that parameter: > Ticket::Frontend::AgentTicketOwner###RequiredLock ? to be corrected This is a misconception. The RequiredLock config option is for something else. If you would set the same option in AgentTicketNote to 'Yes', it would mean that if you leave a note on a ticket the ticket will get locked to you if it's not already locked. Note that it will lock the ticket BEFORE leaving the actual note. . If you set it to 'No', the ticket will remain unlocked if you just leave a note. In the case of AgentTicketOwner, the option is a little bit useless because at the end of the transaction it will lock the ticket anyway to the owner to which you are assigning to, but that's a different issue. The idea of a lock is that you assign the ticket to somebody who is then going to be responsible for it. You should not assign a ticket to somebody if you have not discussed with him first; because if he's not there the ticket might escalate. Otherwise you should probably be using Move instead. Move to a queue would cause the ticket to be unlocked, because no specific user is assigned to it. I hope you can see the reasoning behind this. > Bug 2: bulk action > > Locks all the tickets This is also 'as designed' - the idea is that bulk action should be close to what a 'normal' action would do. Some actions will lock tickets, bulk actions do the same. There's another issue with it; it will change the owner to the current user if its unlocked. See also http://bugs.otrs.org/show_bug.cgi?id=4629 This can be cumbersome though, especially in some scenarios if you just want to make bulk updates to tickets when you're changing your queue structure, or when you're doing other such administrative tasks. This is why we might be looking into redesigning this feature in future releases. If you and/or your company are interested in sponsoring this development and work with us to redesign it in a way that it will work easier, better and faster, please drop me a line. Kindest regards, -- Michiel Beijen R&D OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: Andr? Mindermann CU@ CeBIT 2010 in Hannover (Germany) and get to know more about OTRS at booth no. C37, in hall 2 from March 2-6, 2010! http://bit.ly/4qLvqm On Tue, Dec 29, 2009 at 3:50 PM, Martignier, Philippe <philippe.martign...@wipo.int> wrote: > Hi there, > > > > I upgrade to the last version 2.4.5 but the bugs for the lock are still > there: > > > > Bug 1 : owner > > When we change the owner of a ticket, the ticket is always locked > > Even if you put No in that parameter: > Ticket::Frontend::AgentTicketOwner###RequiredLock ? to be corrected > > > > Bug 2: bulk action > > Locks all the tickets and no requiredlock for that ? to be implemented > > > > I would like to have some input from OTRS about these two points as it is > not the first time I post about these two points. (Ok lets pass this holiday > period J > > > > See you next year ! > > > > Philippe Martignier > > Communications Division > > Customer Service Section > > Email : philippe.martign...@wipo.int > > Phone : 00 41 022 338 72 36 > > Building : GB II > > Office : 0,3 > > > > World Intellectual Property Organization Disclaimer: > > This electronic message may contain privileged, confidential and > copyright protected information. If you have received this e-mail > by mistake, please immediately notify the sender and delete this > e-mail and all its attachments. Please ensure all e-mail attachments > are scanned for viruses prior to opening or using. > > --------------------------------------------------------------------- > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > ------------------------------ Message: 4 Date: Mon, 4 Jan 2010 19:36:17 -0000 From: "Gordon O'Brien" <gordon.obr...@mediasquare.co.uk> Subject: Re: [otrs] Postmaster Cron does not start after reboot To: "User questions and discussions about OTRS." <otrs@otrs.org> Message-ID: <c0b3ee149fafb046aa2f17c53c4e6e023e3...@ms-005-mail01.mediasquare.net> Content-Type: text/plain; charset="utf-8" Thanks for your response. I appear to have two entries in crontab for postmaster_mailbox: */1 * * * * $HOME/bin/PostMasterMailbox.pl >> dev/null */5 * * * * $HOME/bin/PostMasterMailbox.pl >> dev/null Could this be causing the problem? How do I remove the latter entry? Cheers G.O.B. From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gerrit Tamboer Sent: 04 January 2010 17:46 To: User questions and discussions about OTRS. Subject: Re: [otrs] Postmaster Cron does not start after reboot Check the cronjobs. /opt/otrs/var/cron To see if the cron is running: crontab -u -l otrs Good luck. ________________________________ From: Gordon O'Brien [mailto:gordon.obr...@mediasquare.co.uk] To: Gordon O'Brien [mailto:gordon.obr...@mediasquare.co.uk], otrs@otrs.org Sent: Mon, 04 Jan 2010 18:40:03 +0100 Subject: [otrs] Postmaster Cron does not start after reboot Hi I am running OTRS 2.4.5 on OpenSUSE 11.1 I have a problem when the server is rebooted after updates. The Postmaster mail account will not fetch email from the configured POP3 account unless I click ?run now? or manually execute ./Cron sh start otrs Is there a way for this to automatically start after a reboot? Thanks. ________________________________ This email message has been scanned and delivered safely by Mimecast <http://www.mimecast.co.uk/> . ________________________________ ________________________________ Inbound email scanned by Mimecast. ________________________________ ----------------------------------------------------------------------------------------------------------------------------------------- This email message has been delivered safely by Mimecast. ----------------------------------------------------------------------------------------------------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... 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