Re: [otrs] change state for closed tickets
Dear Alexander, simply search for the ticket via the search-feature. The open the ticket you want to reopen and choose contact customer (phone) on the right hand side. There you can leave a note, e.g. and set the Next ticket state. After submitting your changes the ticket has the ticket state you have chosen via Next ticket state. Done ! Have a nice day Chriss Alexander Kardailsky wrote: Dear otrs, How do agent can change current state for a ticket? Some emails closed by spam filter by mistake and I need to reopen them. 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re[2]: [otrs] Queues
HelloJeff, What OTRS v do you use? Create new ticket, how: email or phone ? Can you send the History log for those tickets that are created locked? Daniel - Thursday,September8,2005,6:03:46PM,youwrote: I've got 4 Queues all assigned to the "user" group. All the Users have "rw" permission on the "user" Group. I've gone into the preferences on my user and selected all the Queues to watch. At this point if I create a new Ticket and assign it to a Queue but don't assign it an Owner then I see it my "My Queues"view. So does any other user who is watching the Queue. If I change this Ticket to have an owner or if I had created the ticket with an Owner then only the owner can see the ticket in their messages. As I'm writing this I'm beginning to clue in. The tickets I'm creating are starting locked. I guess this means that other than the owner no one else should see it in a Queue. An owned and locked Ticket is one that a user is currently working on. Can I set things up such that initially created Tickets aren't locked? Sorry to bother everyone with such basic questions. From:[EMAIL PROTECTED] [mailto:[EMAIL PROTECTED]On Behalf OfWest, Bradley G. Sent:Thursday, September 08, 2005 4:21 AM To:User questions and discussions about OTRS.org Subject:RE: [otrs] Queues Jeff, Queue view are attributes of your agent users. They however have to first be in the group that is assigned to the queue. I found it much easier to define my own groups and assign them to the queues, and lastly go back and modify the user in question to specifically highlight the queues that the user needs to be able to see in the My Queues. I hope this helps. Brad West Network/Systems Engineer Spang Company [EMAIL PROTECTED] -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED]] On Behalf Of Jeff Sent: Wednesday, September 07, 2005 5:14 PM To: otrs@otrs.org Subject: [otrs] Queues Sorry but I'm missing something trivial about queues. Why does a ticket with an assigned owner not show up in the "My Queues" area? 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 oder Consulting fr Ihr OTRS System? =http://www.otrs.de/ -- This message was scanned for spam and viruses by BitDefender. For more information please visit http://www.bitdefender.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/
RE: [otrs] Integrating with Active Directory - Is it worth it?
Hi, Integration with ldap (or AD) in our site was really simple and easy. Is it worth it? Well, I lost 15 minutes, and have 2000 users on AD. Even if you only have 5 users on AD, it's still worth it, because you can have more than 1 BD per installation. Just my 1€. Have a nice weekend, Duarte -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of James Marcinek Sent: sexta-feira, 9 de Setembro de 2005 17:39 To: otrs@otrs.org Subject: [otrs] Integrating with Active Directory - Is it worth it? Hello Everyone, I'm at the experimentation phase of OTRS and would like to know if it is worth integrating with Active Directory? The majority of the customers will external so I do not believe the customer integration would be worth while. I would like to hear from those who have worked with this configuration. Thanks, James ___ 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: [SPAM] RE: [otrs] Integrating with Active Directory - Is it worth it?
I have multiple containers where users are located. I'm reading the howto for AD
integration and it mentions having this scenerio but it's a little vague to me
how one points to multiple containers???
'Replace [base_dn] with the DN of where your customer users are location in the
AD tree. If all customer users are located under a People container, specify
that as the base_dn for Customer Auth, ie. ou=People, dc=example, dc=com. If
you have users in multiple containers, you may want to add multiple LDAP
sources. Feel free to use $Self-{CustomerUser1} throughout
$Self-{CustomerUser10}.'
I have several ou's with people (and there's spaces between the names).
I also have questions about how to connect to the database?
'...# to use an external database
# DSN = 'DBI:odbc:yourdsn',
# DSN = 'DBI:mysql:database=customerdb;host=customerdbhost',
# User = '', Password = '','
The database is local. I had already created some user's without using LDAP but
how do you add user's once LDAP is enabled, as the root user is not going to be
in the AD user's list?
Thanks for the reply
quot;User questions and discussions about OTRS.orgquot; lt;otrs@otrs.orggt;
wrote:
Hi,
Integration with ldap (or AD) in our site was really simple and easy. Is it
worth it? Well, I lost 15 minutes, and have 2000 users on AD. Even if you only
have 5 users on AD, it's still worth it, because you can have more than 1 BD per
installation.
Just my 1EUR.
Have a nice weekend,
Duarte
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of James
Marcinek
Sent: sexta-feira, 9 de Setembro de 2005 17:39
To: otrs@otrs.org
Subject: [otrs] Integrating with Active Directory - Is it worth it?
Hello Everyone,
I'm at the experimentation phase of OTRS and would like to know if it is worth
integrating with Active Directory? The majority of the customers will external
so I do not believe the customer integration would be worth while. I would
like
to hear from those who have worked with this configuration.
Thanks,
James
___
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] Integrating with Active Directory - Is it worth it?
I have one LDAP server for customer access and AD for admin/support access. It works great and keeps customers out of our internel network. Ken Kilgore -- When life hands you lemons just grab the salt and pass the Tequila. Duarte Cordeiro wrote: Hi, Integration with ldap (or AD) in our site was really simple and easy. Is it worth it? Well, I lost 15 minutes, and have 2000 users on AD. Even if you only have 5 users on AD, it's still worth it, because you can have more than 1 BD per installation. Just my 1€. Have a nice weekend, Duarte -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED]] On Behalf Of James Marcinek Sent: sexta-feira, 9 de Setembro de 2005 17:39 To: otrs@otrs.org Subject: [otrs] Integrating with Active Directory - Is it worth it? Hello Everyone, I'm at the experimentation phase of OTRS and would like to know if it is worth integrating with Active Directory? The majority of the customers will external so I do not believe the customer integration would be worth while. I would like to hear from those who have worked with this configuration. Thanks, James ___ 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/ ___ 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] Active Directory and OTRS again
Hello, I guess maybe I need some advice on how to go about this now. Let me give a few facts about how this will probably be deployed: The majority of items tickets will be for external customers; however the web site will be on the intranet and not be available for external customers. The tickets will be created via phone calls. The active directory has several Organizational Unit's (ou's) for user's. In addition the actual otrs user's will also be from different ou's. Our model will likely be that the majority of ticket's will go to one queue and a group will move the ticket to the appropriate queue. Can anyone give me any excerpts from the Config.pm file so that I might get a feel of what I need? I need to be able to add user's from any ou... I started looking at the doc's site and got really tied up with the customer user. Also, will I still be able to log in with the '[EMAIL PROTECTED]' account to add user's and groups? Thanks, James ___ 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/
