[otrs] Default owner for queue
Title: Message Right now, when tickets come into our Incoming queue, they are assigned a default owner. That owner happens to be me. How do you set/change the default owner for a queue? Nav ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] Procedure for upgrading OTRS from source?
Thanks, exactly what I am looking for!
Peter van Beugen wrote:
OTRS upgrade
1.2.4 -> 1.3.2
RedHat 9
Backing up the MySQL data should not be a problem: you can simply copy the
complete MySQL OTRS data directory including all the data (.MYD files) to
another directory. You should backup you data on a daily bases: make a cron job
for the mysqldump command (see
http://dev.mysql.com/doc/mysql/en/mysqldump.html). It's very easy and should
not be a problem. I'm not a Linux expert, but this is simple and powerful.
I assume you have downloaded the new 1.3.2 OTRS RH8 rpm.
1. stop all services ("service otrs stop")
2. backup everything (I did not need the backup files at all, but you never
know) : OTRS is in /opt/otrs. Copy the complete directory structure (I did
this with Midnight Commander (mc) utility) to f.i. /otrs124
3. backup MySQL data (/var/lib/mysql/otrs/*.MYD files)
4. install the new RPM (rpm -ivh --force otrsxx.rpm) I had to use --force
so all the old files were rewritten, when I didn't I got a lot of error
messages)
5. update the database changes with:
MySQL: cat /opt/otrs/scripts/DBUpdate-to-x.y.mysql.sql | mysql -p -f -u root
otrs
6. execute (from /bin !!) /opt/otrs/bin/SetPermissions.sh otrs apache apache
apache apache
7. I changed in /etc/sysconfig/otrs the OTRS_DB_RUNNING=1 to =0 because on RH
the mysqld check does not work properly
8. restart the services:
service httpd restart
service mysql start
service otrs start
this did the job for me :-)
regards,
Peter
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Cobb
Verzonden: zaterdag 22 januari 2005 18:25
Aan: User questions and discussions about OTRS.
Onderwerp: Re: [otrs] Procedure for upgrading OTRS from source?
If you could provide me with a step-by-step of what you did, I would really
appreciate it. Mainly, I'm concerned with backing up the databases and
converting them, as I haven't had luck with backing up mysql db's before.
Peter van Beugen wrote:
Already solved or do you need extra explanation?
I also did an upgrade on RH9 from 1.2.4 to 1.3.2 a few months ago.
Regards,
Peter
-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens [EMAIL PROTECTED]
Verzonden: donderdag 20 januari 2005 8:14
Aan: User questions and discussions about OTRS.
Onderwerp: Re: [otrs] Procedure for upgrading OTRS from source?
I think you can just download the latest RPM and
update it.
Chris
--- Cobb <[EMAIL PROTECTED]> wrote:
Can anyone help out with this?
Cobb wrote:
Can anyone tell me how to upgrade from OTRS 1.2 to
1.3 from source?
Consider it's installed in /opt/otrs on a RH9
system.
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The all-new My Yahoo! - What will yours do?
http://my.yahoo.com
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Re: [otrs] Change Management
I use it as a project tracking tool, so customers can log into OTRS and see their projects in progress, and contractors can update the project with status. Used a few very minor tweaks like renaming "ticket" to "job" or "project" in most instances. Brian Erdelyi wrote: Has anyone been using OTRS for change management or non-IT related purposes? __ Do you Yahoo!? All your favorites on one personal page – Try My Yahoo! http://my.yahoo.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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/ ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] My Queues
Hello Sorin, Sunday, January 30, 2005, 9:34:06 PM, you wrote: > Alex wrote: >> Yes, I meant the agent. Under 'otrs user' I meant user in freebsd system. >> When I set receive notifications about new tickets for agent1, both >> agent1 and otrs received it. If I turn off notifications, nobody >> will receive it. > Strage, I've never experienced this behaviour. Might be some setting in > Config.pm.. I can't tell for sure. Maybe someone with more experience (or the > developers) can help you with this one. Ok, I solved this problem. Just reinstall everything and now it's ok. :) -- Best regards, Alex ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
RE: [otrs] config and mod_perl
The rcotrs restart will satisfy this? -Original Message- From: Christian Schoepplein [mailto:[EMAIL PROTECTED] Sent: Monday, January 31, 2005 10:54 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] config and mod_perl Hello! On Mon, Jan 31, 2005 at 04:38:52PM +0300, Alex wrote: > Should I always restart apache if I changed config file in otrs? If you are using mod_perl, IMHO yes. -- Gruß, Christian Schoepplein Linux fuer Blinde: http://www.blinux.suse.de ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/ ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] config and mod_perl
Hello! On Mon, Jan 31, 2005 at 04:38:52PM +0300, Alex wrote: > Should I always restart apache if I changed config file in otrs? If you are using mod_perl, IMHO yes. -- Gruß, Christian Schoepplein Linux fuer Blinde: http://www.blinux.suse.de ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Ticket linking fails
Hi, we run otrs 1.2.4 on SuSE with postgres. So far so good. Today I receive error messages when trying to link Tickets. The original Ticket is A, I successfully linked B to it, and now I want to add an additional link to C. There have been similar problems in the past, which I circumvented by changing the order of the link, but this does not help this time. The error in the system reads like: ERROR: duplicate key violates unique constraint "ticket_link_ticket_id_maste_key", SQL: 'INSERT INTO ticket_link (ticket_id_master, ticket_id_slave) VALUES (1269, 1270) ' Could anybody explain me please why there is a unique constraint on the master_key (Typo? ...maste_key ). Searching the mail archives gave no match so far. Regards Gerold ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Change Management
Has anyone been using OTRS for change management or non-IT related purposes? __ Do you Yahoo!? All your favorites on one personal page Try My Yahoo! http://my.yahoo.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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] config and mod_perl
Hello otrs, Should I always restart apache if I changed config file in otrs? Thanks. -- Best regards, Alex ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] Re: otrs Digest, Vol 18, Issue 40
Hello Ronny, Monday, January 31, 2005, 3:47:46 PM, you wrote: > Have you tried under user in admin area for each agent.For > example try to select agent and click change there you can disable > notifications for each agent then submit.Remember I said try ;-) The agent don't have any notificatios. I set only 'Send me a notification if there is a new ticket in "My Queues"'. When new email arrived and processed I see the following lins in log file: @400041fe2b8d394d70f4 info msg 424: bytes 854 from <[EMAIL PROTECTED]> qp 92796 uid 88 @400041fe2b8d397a6c94 starting delivery 8919: msg 424 to local [EMAIL PROTECTED] @400041fe2b8d3985940c status: local 2/10 remote 0/255 @400041fe2b8d3985af64 starting delivery 8920: msg 424 to remote [EMAIL PROTECTED] And even more. If agent replyed to a ticket he'd received follow up message from him to customer in addition. -- Best regards, Alex ___ 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 oder Consulting fьr Ihr OTRS System? => http://www.otrs.de/
[otrs] Re: otrs Digest, Vol 18, Issue 40
[EMAIL PROTECTED] wrote: 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: My Queues (Alex) 2. Re: My Queues (Sorin BRABETE) 3. Re: My Queues (Alex) 4. Re: My Queues (Sorin BRABETE) 5. New icoming email ticket - edit user? (Martin Hochreiter) -- Message: 1 Date: Sun, 30 Jan 2005 20:08:40 +0300 From: Alex <[EMAIL PROTECTED]> Subject: Re: [otrs] My Queues To: otrs@otrs.org Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset=us-ascii Hello all, Saturday, January 29, 2005, 7:44:03 PM, you wrote: Could someone explain what My Queues is? How to get tickets there? The My Queues feature is something like your favourite queues. It enables quick access to all tickets of interest to you without navigating to their respective queue. As an agent, you define your favourite queues in the Preferences area. There is a list of queues and you can select multiple queues from that list by ctrl-clicking on them. After you define your favourite queues, all tickets in those queues will show up in "My Queues". Thanks for detailed info. Configured it. Now I have another problem. I set notify user about new emails/tickets and notification send twice. One to user and second to otrs user. Is it possible disable sending notification to otrs? Thanks. Have you tried under user in admin area for each agent.For example try to select agent and click change there you can disable notifications for each agent then submit.Remember I said try ;-) -- *** / ''We can't become what we need to be by remaining what we are''\ \ ,, ,,/ *** ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] New icoming email ticket - edit user?
Hi there! How does OTRS handels an incoming email (unknown email adress). Is the email a new customer, or do I have to create a customer - where can I create a customer out of an incoming ticket? regards martin ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
