RE: [otrs] agents not receiving any new ticket notifications

[Isaac Gonzalez]

Christian, did you open the image that I attached previously?
 
I just wanted to be sure that this was not abnormal before I reported it on 
bugzilla.
 
As I said before, the "my queues" shows 0, but I can see other queues that have 
items in it. For example, the Raw queue currently has 7 in its queue. I have 
the Raw queue listed under "my queues" within my user preferences. But when I 
log into the admin section and look under the queues, the "my queues" count is 
at 0. I do see the raw queues listed underneath the "my queues", as in the 
picture, but not sure if the "my queues" should show a count or not. If it 
should, then this is probably why we aren't getting any agent notifications.



From: [EMAIL PROTECTED] on behalf of Christian Schoepplein
Sent: Wed 4/5/2006 2:15 AM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] agents not receiving any new ticket notifications



Hello,

On Tue, Apr 04, 2006 at 03:59:34PM -0700, Isaac Gonzalez wrote:
>I think I found the problem.
>
>For some reason, nothing goes into "my queues"(see attached)
>
>Even though I can see the ticket within a subqueues of this, the my queues 
>count is at 0 even if I drop a ticket into a queue that is listed under my 
>queues.

Please open a bug report on this issue on

http://bugs.otrs.org

and add as many infos as possible.

I try to reproduce the problem as fast as possible, but without the
report I'll forget it for sure :(. So adding bugs into our bugzilla is
the best way to report problems, even if we can respond lately.

>Isaac Gonzalez

Best regards and thank you very much for the help,
Christian

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Re: [otrs] cron jobs

[mike conigliaro]

try this:

chmod +x /opt/otrs/bin/PostMasterPOP3.pl

Mike Conigliaro
ProActive Technologies
[EMAIL PROTECTED]
203.239.0440 ext:317
www.getproactivenow.com


Cody Grosskopf wrote:
> I was looking through recent postings and saw some conversation about
> the cron jobs being installed. Just out of curiosity i was wondering
> what jobs are crucial? Which ones can i live with out. I am asking
> because for some reason i cannot get them to work all of them return
> errors saying permission denied i am almost 100 percent sure it is
> because the user that runs the job and the user that has permission to
> those files are different. Anyway about everyday i get about 1000+
> messages in /var/mail/root saying
>  
> Date: Wed,  5 Apr 2006 09:30:01 -0600 (MDT)
> From: Cron Daemon <[EMAIL PROTECTED] >
> To: [EMAIL PROTECTED] 
> Subject: Cron <[EMAIL PROTECTED] >
> $HOME/bin/PostMasterPOP3.pl >> /dev/null
>  
> /bin/sh: /opt/otrs/bin/PostMasterPOP3.pl: Permission denied
> any ideas?
> 
> 
> 
> 
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[otrs] User Permissions: Close Only.

[Gian Marco Fenu]

Hi all,
Is there any way to have a user permission level that allow users to 
ONLY CLOSE pending tickets ?


Thanks for support
Gian Marco
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[otrs] cron jobs

[Cody Grosskopf]

I was looking through recent postings and saw some 
conversation about the cron jobs being installed. Just out of curiosity i was 
wondering what jobs are crucial? Which ones can i live with out. I am asking 
because for some reason i cannot get them to work all of them return errors 
saying permission denied i am almost 100 percent sure it is because the user 
that runs the job and the user that has permission to those files are different. 
Anyway about everyday i get about 1000+ messages in /var/mail/root saying 

 
Date: Wed,  5 Apr 2006 09:30:01 -0600 
(MDT)From: Cron Daemon <[EMAIL PROTECTED]>To: [EMAIL PROTECTED]Subject: 
Cron <[EMAIL PROTECTED]> 
$HOME/bin/PostMasterPOP3.pl >> /dev/null
 
/bin/sh: /opt/otrs/bin/PostMasterPOP3.pl: 
Permission denied
any ideas?
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[otrs] HELP !! otrs doesn´t receive new mails an ymore!!!

[Mercator GmbH]

Since yesterday, I do NOT get ANY new mails with OTRS. I have NOT
changed anything, neither on the server (my own one), nor in the config

Just out of a sudden I don´t receive almost no mails... In the logfile I
can see 2 or 3 mails, but on the server, there are still 130 mails that
should have been downloaded from OTRS !!!

I am still using a rather old version: 1.3.2
But without any problems until tonight!!

I NEED to receive my mails!!

I can send without any problems. 

WHAT could be wrong? 

Please contact me at: [EMAIL PROTECTED]

Thanks,

Marc


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Re: [otrs] I'm convinced...

[Richard Hinkamp - BeSite]

I have access to apache configfile, cronjob (/var/spool/cron/) is no 
problem for pop3 fetching, I can even install a mail pipe myself. I can 
restart the server from within my control panel.


I will give it a try and see if I get stuck somewhere...


That's way more than I can do, so you should be alright.

Regards,
Richard
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Re: [otrs] I'm convinced...

[Nic Mertens]

Richard Hinkamp - BeSite schreef:


Not true, I run OTRS on a shared hosting account without any problems. 
Only thing I couldn't do myself was a cronjob for POP3 fetchmail, but my 
hosting provider installed that for me.
You may have to edit some more Config parameters and use .htaccess files 
or other tweaks, but it sure is possible, at least with my hosting 
provider it is.


I have access to apache configfile, cronjob (/var/spool/cron/) is no 
problem for pop3 fetching, I can even install a mail pipe myself. I can 
restart the server from within my control panel.


I will give it a try and see if I get stuck somewhere...

Thank you for the information.

Nic
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Re: [otrs] I'm convinced...

[Richard Hinkamp - BeSite]

I'm afraid it's not going to work unless your server administrator is 
willing to install it for you, since the installation involves adding 
system users, cronjobs and apache configuration, etc. Usually not things 
you can control as a user of a shared hosting environment.


Not true, I run OTRS on a shared hosting account without any problems. 
Only thing I couldn't do myself was a cronjob for POP3 fetchmail, but my 
hosting provider installed that for me.
You may have to edit some more Config parameters and use .htaccess files 
or other tweaks, but it sure is possible, at least with my hosting 
provider it is.


Regards,
Richard
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Re: [otrs] I'm convinced...

[Nils Breunese (Lemonbit Internet)]

Nic Mertens wrote:


Nils Breunese (Lemonbit Internet) schreef:

Nic Mertens wrote:

But how do I start to setup this program on my web hosting?

I read the manual but it seems to be very complicated. Is there  
someone who has any experience to install the program on a linux  
hosting and wants to give me a step by step info?
Are you the system administrator or do you just have a shared  
hosting account? I'd suggest to just read the documentation at  
doc.otrs.org. The chapter on installing OTRS is here: http:// 
doc.otrs.org/2.0/en/html/c218.html#installation-of-prepared-packages

Nils Breunese.
___


It's a shared webhosting with SSH access, I also have access to  
apache configfiles, full access to MySQL.


I'm afraid it's not going to work unless your server administrator is  
willing to install it for you, since the installation involves adding  
system users, cronjobs and apache configuration, etc. Usually not  
things you can control as a user of a shared hosting environment.


Nils Breunese.
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Re: [otrs] I'm convinced...

[Nic Mertens]

Nils Breunese (Lemonbit Internet) schreef:

Nic Mertens wrote:


But how do I start to setup this program on my web hosting?

I read the manual but it seems to be very complicated. Is there 
someone who has any experience to install the program on a linux 
hosting and wants to give me a step by step info?


Are you the system administrator or do you just have a shared hosting 
account? I'd suggest to just read the documentation at doc.otrs.org. The 
chapter on installing OTRS is here: 
http://doc.otrs.org/2.0/en/html/c218.html#installation-of-prepared-packages


Nils Breunese.
___


It's a shared webhosting with SSH access, I also have access to apache 
configfiles, full access to MySQL.


This I found in the phpinfo: Apache/1.3.27 (Unix) (Red-Hat/Linux) 
PHP/4.4.2 mod_perl/1.27


I'm not very experienced in SSH but I'm willing to learn. :) I'll read 
the documentation on installing OTRS carefully.


Thank you!

Nic
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Re: [otrs] I'm convinced...

[Nils Breunese (Lemonbit Internet)]

Nic Mertens wrote:


But how do I start to setup this program on my web hosting?

I read the manual but it seems to be very complicated. Is there  
someone who has any experience to install the program on a linux  
hosting and wants to give me a step by step info?


Are you the system administrator or do you just have a shared hosting  
account? I'd suggest to just read the documentation at doc.otrs.org.  
The chapter on installing OTRS is here: http://doc.otrs.org/2.0/en/ 
html/c218.html#installation-of-prepared-packages


Nils Breunese.
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[otrs] I'm convinced...

[Nic Mertens]

But how do I start to setup this program on my web hosting?

I read the manual but it seems to be very complicated. Is there someone 
who has any experience to install the program on a linux hosting and 
wants to give me a step by step info?


Thanks,

Nic

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Re: [otrs] a few questions

[Christian Schoepplein]

Hi Alan,

On Wed, Apr 05, 2006 at 10:00:49AM +0100, [EMAIL PROTECTED] wrote:
>We are investigating using OTRS as a helpdesk tool to manage some of our
>customers. There are just a few questions that I would like to ask in the
>first instance.
>
>1 - I cannot find where you would add a 'customer' although you can add
>customer contacts (customer users). Are customers defined as groups?

No. Every customer is a own user. But you can put different customers 
into one or more groups or use the company ticket feature to grant 
access to tickets of other customer users.

>2 - If I have 1 customer with say 5 sub divisions how would this best be
>set-up.

You have several possiblities:

- Add 5 different customerusers with the same customer ID. That allows 
  all 5 users to access all tickets.
- Use the company ticket feature of otrs (please see chapter 9 of the 
  admin manual on http://doc.otrs.org for a detailed description).
- use customer groups and put this 5 customer users into a group (makes 
  not really sence with only 5 users).

>3 - is there a way to change the length of the ticket number ie remove
>that date field from it.

You can use several ticket number generators. The shortest numbers can 
be reached with the auto increment generator. Please see the file

Kernel/Config/Default.pm

for a detailed description for the different generators.

If you need support or consulting for your OTRS installation or 
configuration you can also get help from ((otrs)), the commercial part 
of the OTRS project. Please see

http://www.otrs.com

for more information or just write a message to

[EMAIL PROTECTED]

>Alan.

Best regards,
Christian

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Re: [otrs] agents not receiving any new ticket notifications

[Christian Schoepplein]

Hello,

On Tue, Apr 04, 2006 at 03:59:34PM -0700, Isaac Gonzalez wrote:
>I think I found the problem.
>
>For some reason, nothing goes into "my queues"(see attached)
>
>Even though I can see the ticket within a subqueues of this, the my queues 
>count is at 0 even if I drop a ticket into a queue that is listed under my 
>queues.

Please open a bug report on this issue on

http://bugs.otrs.org

and add as many infos as possible.

I try to reproduce the problem as fast as possible, but without the 
report I'll forget it for sure :(. So adding bugs into our bugzilla is 
the best way to report problems, even if we can respond lately.

>Isaac Gonzalez

Best regards and thank you very much for the help,
Christian

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[otrs] a few questions

[alan . mckeown]

Hello,
We are investigating using OTRS as a helpdesk tool to manage some of our
customers. There are just a few questions that I would like to ask in the
first instance.

1 - I cannot find where you would add a 'customer' although you can add
customer contacts (customer users). Are customers defined as groups?

2 - If I have 1 customer with say 5 sub divisions how would this best be
set-up.

3 - is there a way to change the length of the ticket number ie remove
that date field from it.

best regards


Alan.


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