[otrs] HMMMMM..... FileManager Broken, or Me?
Help, I have installed v1.2.1 from the FileManger utility and can create/delete directories and create files. But, unfortunately, when I want to delet a file I receive: Error: Can't create trash directory Trash/: Permission denied Is this a bug, or have I missed some info? --Shawn ___ 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/
Re: [otrs] age of ticket
Tabitha Stang wrote: I noticed today that the age of the ticket is counted from the original contact. So if a customer wrote to us a week ago and I already replied, and then he wrote again yesterday, the ticket will be shown as one week old instead of one day old. How do I change this to show the ticket as one day old? Otherwise this will be a big problem for us statistically… I'd say that a ticket that has been created a week ago is one week old, whatever happened after creating that ticket. Maybe you just need to look at other data for your statistics? It looks like you're interested in the date of the last reply? I don't have much experience setting up queries for statistics, but I guess it should doable. Nils Breunese. PGP.sig Description: Dit deel van het bericht is digitaal ondertekend ___ 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/
Re: [otrs] Forcing customers to open ticket into their own subqueue
Well, that's more straightforwarding, and can be a good reason not to set up subqueues :) OK, thank you for your help Gabriele - Original Message - From: Nils Breunese (Lemonbit) [EMAIL PROTECTED] To: User questions and discussions about OTRS.org otrs@otrs.org Sent: Thursday, May 24, 2007 9:25 AM Subject: Re: [otrs] Forcing customers to open ticket into their own subqueue You can also click the CustomerID for a customer in a queue and see all tickets for that customer that way. I was just trying to save you some overhead in your setup. If you really feel you need subqueues for all customers, by all means go ahead and set them up. 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/
[otrs] Re: HMMMMM..... FileManager Broken, or Me?
Shawn Beasley schrieb: Help, I have installed v1.2.1 from the FileManger utility and can create/delete directories and create files. But, unfortunately, when I want to delet a file I receive: Error: Can't create trash directory Trash/: Permission denied Is this a bug, or have I missed some info? --Shawn ___ 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/ I have found out the problem. It was that the link to the Trash folder was malformed in my config. 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 or consulting for your OTRS system? = http://www.otrs.com/
[otrs] Re: Forcing customers to open ticket into their own subqueue
Gabriele D'Andrea schrieb: Hi, I'm setting up the OTRS structure for my company, I've been asked to create a structure like the following. Queues organized by level, e.g. 1st level troubleshooting, 2nd level troubleshooting and 3rd level. the first level troubleshooting should be divided into subqueues, one for each customer. When a customer opens a new ticket, the ticket should be inserted into the corresponding subque (e.g. 1stlevel-Customer A). The problem I'm facing, is that to give a customer the right to open up a new ticket on subqueue Customer A, I must give rw permissions even to the parent queue, so, when the new ticket is created, the customer can create the ticket in the parent queue. I need to allow customers to create ticket only for their own subqueue and not for the parent queues. Is it possible to accomplish this? Thanks for any suggestion It would be possible to have one central queue for incoming customer tickets, and then setup a generic agent to do the sorting to the correct queues after the tickets come in. I would setup the customer interface so that they could select a free field and then let the generic agent sort into a new queue on hand from the entry in this field This however allows all registerd customers to open tickets that would be sorted to the queue of another company. Additionally, in order to prevent this, you can give the generic agent the customer name that should be able to do this. Either way you do this it will be combined with manual administration for each rule. Another option would be to sort with the general agent using the criteria Queue and FreeText. This would allow all users who were able to open tickets in this queue (regardless of the customer number) to be recategorized on hand from the FreeText field. The whole thought pattern is a little complicated. If it were possible to export the generic agent setting I could give you an example. --Shawn ___ 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/
Re: [otrs] Some more (more) remaining OTRS questions.
Hi, 1) For some reason OTRS is not collecting mail via POP3. PostMasterPOP3.pl does not get run correctly from cron, as it seems to think there is another version running all the time. Forcing it manually './PostMasterPOP3.pl -f 1' works but putting the same command in the crontab does not seem to work? If the mail fetched failed once (due to whatever reason) the process id is still present and OTRS thinks there is still a process running although there isn't. However, you should check if OTRS may not be right after all and if you have a dangling PostMasterPOP3 process. If there is none, then chances are that it is just the leftover process id. Check the table proces_id in the database (select * from process_id). There is an entry named likewise. Just delete it and and a new execution of PostMasterPOP3.pl should work. Cheers Tobias -- I asked someone why he did cocaine. He said 'because it intensifies your personality.' I said 'Yeah, but what if you're an asshole?' -- Bill Cosby ___ 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/
Re: [otrs] Re: Forcing customers to open ticket into their own subqueue
Thank you for your help If I can configure a generic agent that move tickets from the parent queue to subqueues based on CustomersID, I won't need any manual intervention, right? - Original Message - From: Shawn Beasley [EMAIL PROTECTED] To: otrs@otrs.org Sent: Thursday, May 24, 2007 12:47 PM Subject: [otrs] Re: Forcing customers to open ticket into their own subqueue Gabriele D'Andrea schrieb: Hi, I'm setting up the OTRS structure for my company, I've been asked to create a structure like the following. Queues organized by level, e.g. 1st level troubleshooting, 2nd level troubleshooting and 3rd level. the first level troubleshooting should be divided into subqueues, one for each customer. When a customer opens a new ticket, the ticket should be inserted into the corresponding subque (e.g. 1stlevel-Customer A). The problem I'm facing, is that to give a customer the right to open up a new ticket on subqueue Customer A, I must give rw permissions even to the parent queue, so, when the new ticket is created, the customer can create the ticket in the parent queue. I need to allow customers to create ticket only for their own subqueue and not for the parent queues. Is it possible to accomplish this? Thanks for any suggestion It would be possible to have one central queue for incoming customer tickets, and then setup a generic agent to do the sorting to the correct queues after the tickets come in. I would setup the customer interface so that they could select a free field and then let the generic agent sort into a new queue on hand from the entry in this field This however allows all registerd customers to open tickets that would be sorted to the queue of another company. Additionally, in order to prevent this, you can give the generic agent the customer name that should be able to do this. Either way you do this it will be combined with manual administration for each rule. Another option would be to sort with the general agent using the criteria Queue and FreeText. This would allow all users who were able to open tickets in this queue (regardless of the customer number) to be recategorized on hand from the FreeText field. The whole thought pattern is a little complicated. If it were possible to export the generic agent setting I could give you an example. --Shawn ___ 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/ ___ 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/
[otrs] Notfication email
Hi there, I'm having a problem with our system (2.1.7) in that when a new ticket gets issued by a customer, I don't receive a notification email. I have the boxed ticked in the user management console that should make me receive a mail, but I don't. I receive mails if a ticket is altered, and also an admin notification mail will reach me no problem. It's only when a new ticket gets issued that I'm not receiving mail, and that's the most important mail of all! Any suggestions would be great, thanks. -Emily Kind Regards, Emily Flynn IT Assistant Allied Pension Trustees Apex Business Centre, Blackthorn Road, Sandyford, Dublin 18 Tel: +353 1 206 3010 Fax: +353 1 206 3017 Mob: 087 777 8391 Web: www.alliedpensions.com http://www.alliedpensions.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 or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Can't use subqueue names in ACL's
Can anyone give link to workaround ? Sorry, I searched this few times But unfortunally. 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 or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Notfication email
Hello,
just for the sake of completeness: You do have the queue in which new tickets
are created selected in 'My Queues' (Preferences panel)? Only then a mail will
be sent.
receive a mail, but I don't. I receive mails if a ticket is altered,
and also an admin notification mail will reach me no problem. It's only
I'm not sure what you mean by 'admin notification' and what the difference to
the mail you expect to receive is.
However, what does the log file say? Does OTRS claim to have sent the desired
mail? May you need to turn the log output's detail level up ($Self-{Debug} =
9;).
Cheers
Tobias
--
Tank: So what do you need? Besides a miracle.
Neo: Guns. Lots of guns.
-- The Matrix
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Re: [otrs] Notfication email
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Hi Emily, Emily Flynn schrieb: I?m having a problem with our system (2.1.7) in that when a new ticket gets issued by a customer, I don?t receive a notification email. I have the boxed ticked in the user management console that should make me receive a mail, but I don?t. I receive mails if a ticket is altered, and also an admin notification mail will reach me no problem. It?s only when a new ticket gets issued that I?m not receiving mail, and that?s the most important mail of all! what exactly do you mean by altered. However, there're several notification types in the agent preferences: [New ticket notification] [Move notification] [Follow up notification] [Ticket lock timeout notification] ...have you checked the new notification and the queue is in your My Queues? regards, Torsten Thau - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 pgp-key: 0x292F987D fax: +49 371 5347 625 http://www.cape-it.de -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.3 (GNU/Linux) iD8DBQFGVYIwvXo8m5PgoXQRApNRAJ93MMDNXtuCzZMJoKTpl2ex7AZfzACfSRhL zDNBQDdUIjs4ewIDXvhR6P0= =gaJT -END PGP SIGNATURE- ___ 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/
RE: [otrs] Notfication email
Hi Tobias,
Yes, I have 5 different queues set up, and all are in my queue list in the
preference panel. Another user has the same five queues in their
preferences too and he hasn't received any notification emails either. The
'admin notification' I was referring to was the New Ticket notification
email, and yes I do have that selected as yes in the preferences panel.
I receive mail if a ticket is modified, but not when it is initially
created.
Kind Regards,
Emily Flynn
IT Assistant
Allied Pension Trustees
Tel: +353 1 206 3010
Fax: +353 1 206 3017
www.alliedpensions.com
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Tobias Lütticke
Sent: 24 May 2007 13:00
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Notfication email
Hello,
just for the sake of completeness: You do have the queue in which new
tickets
are created selected in 'My Queues' (Preferences panel)? Only then a mail
will
be sent.
receive a mail, but I don't. I receive mails if a ticket is altered,
and also an admin notification mail will reach me no problem. It's only
I'm not sure what you mean by 'admin notification' and what the difference
to
the mail you expect to receive is.
However, what does the log file say? Does OTRS claim to have sent the
desired
mail? May you need to turn the log output's detail level up ($Self-{Debug}
= 9;).
Cheers
Tobias
--
Tank: So what do you need? Besides a miracle.
Neo: Guns. Lots of guns.
-- The Matrix
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RE: [otrs] Notfication email
Hi Torsten, Sorry what I meant about an altered ticket was that I would receive email notification if one of the tickets in my queues had been edited or replied to. The queue is definitely in my queus and the option for a notification email is chosen as yes. Anything else I could be missing?? -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Torsten Thau Sent: 24 May 2007 13:17 To: User questions and discussions about OTRS.org Subject: Re: [otrs] Notfication email -BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Hi Emily, Emily Flynn schrieb: I?m having a problem with our system (2.1.7) in that when a new ticket gets issued by a customer, I don?t receive a notification email. I have the boxed ticked in the user management console that should make me receive a mail, but I don?t. I receive mails if a ticket is altered, and also an admin notification mail will reach me no problem. It?s only when a new ticket gets issued that I?m not receiving mail, and that?s the most important mail of all! what exactly do you mean by altered. However, there're several notification types in the agent preferences: [New ticket notification] [Move notification] [Follow up notification] [Ticket lock timeout notification] have you checked the new notification and the queue is in your My Queues? regards, Torsten Thau - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 pgp-key: 0x292F987D fax: +49 371 5347 625 http://www.cape-it.de -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.3 (GNU/Linux) iD8DBQFGVYIwvXo8m5PgoXQRApNRAJ93MMDNXtuCzZMJoKTpl2ex7AZfzACfSRhL zDNBQDdUIjs4ewIDXvhR6P0= =gaJT -END PGP SIGNATURE- ___ 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/ ___ 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/
Re: [otrs] Some more (more) remaining OTRS questions.
On 5/24/07, Tobias Lütticke [EMAIL PROTECTED] wrote: Hi, 1) For some reason OTRS is not collecting mail via POP3. PostMasterPOP3.pl does not get run correctly from cron, as it seems to think there is another version running all the time. Forcing it manually './PostMasterPOP3.pl -f 1' works but putting the same command in the crontab does not seem to work? If the mail fetched failed once (due to whatever reason) the process id is still present and OTRS thinks there is still a process running although there isn't. However, you should check if OTRS may not be right after all and if you have a dangling PostMasterPOP3 process. If there is none, then chances are that it is just the leftover process id. Check the table proces_id in the database (select * from process_id). There is an entry named likewise. Just delete it and and a new execution of PostMasterPOP3.pl should work. Hi Tobias, I checked that table before sending the email last night and it is totally empty? Also thre is no PostmasterPOP3 process running either? I'm rather puzzled! thanks Mike Cheers Tobias -- I asked someone why he did cocaine. He said 'because it intensifies your personality.' I said 'Yeah, but what if you're an asshole?' -- Bill Cosby ___ 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/ ___ 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/
Re: [otrs] Notfication email
Hello Emily,
I'm Luca from Italy. I've just updated to version 2.1.7 and I have the same
error that you have reported. Your email reminded me that I had the same
problem with version 2.1.1 some months ago.
That time Mr. Ramziddin gave me this solution:
#POSIBLE SOLUTION
Bug 977
http://bugs.otrs.org/show_bug.cgi?id=977
No notification for new ticket from webinterface
In Kernel/System/Web/InterfaceCustomer.pm you can find the following line:
$Self-{GroupObject} = Kernel::System::CustomerGroup-new(%{$Self});
Change it to:
$Self-{CustomerGroupObject} = Kernel::System::CustomerGroup-new(%{$Self});
###
Take a look if this help you! If so, this means that this bug is still open!
Best regards
Luca Martella
[EMAIL PROTECTED]
2007-05-24
Messaggio originale / previous message:
Subject: [otrs] Notfication email
Date: 2007-05-24 - Time: 13.26.24
Hi there,
Im having a problem with our system (2.1.7) in that when a new ticket gets
issued by a customer, I dont receive a notification email. I have the boxed
ticked in the user management console that should make me receive a mail, but I
dont. I receive mails if a ticket is altered, and also an admin notification
mail will reach me no problem. Its only when a new ticket gets issued that
Im not receiving mail, and thats the most important mail of all!
Any suggestions would be great, thanks.
-Emily
Kind Regards,
Emily Flynn
IT Assistant
Allied Pension Trustees
Apex Business Centre,
Blackthorn Road,
Sandyford,
Dublin 18
Tel: +353 1 206 3010
Fax: +353 1 206 3017
Mob: 087 777 8391
Web: www.alliedpensions.com
[ # ] { @ }
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[otrs] Re: Forcing customers to open ticket into their own subqueue
Gabriele D'Andrea schrieb: Thank you for your help If I can configure a generic agent that move tickets from the parent queue to subqueues based on CustomersID, I won't need any manual intervention, right? - Original Message - From: Shawn Beasley [EMAIL PROTECTED] To: otrs@otrs.org Sent: Thursday, May 24, 2007 12:47 PM Subject: [otrs] Re: Forcing customers to open ticket into their own subqueue Gabriele D'Andrea schrieb: Hi, I'm setting up the OTRS structure for my company, I've been asked to create a structure like the following. Queues organized by level, e.g. 1st level troubleshooting, 2nd level troubleshooting and 3rd level. the first level troubleshooting should be divided into subqueues, one for each customer. When a customer opens a new ticket, the ticket should be inserted into the corresponding subque (e.g. 1stlevel-Customer A). The problem I'm facing, is that to give a customer the right to open up a new ticket on subqueue Customer A, I must give rw permissions even to the parent queue, so, when the new ticket is created, the customer can create the ticket in the parent queue. I need to allow customers to create ticket only for their own subqueue and not for the parent queues. Is it possible to accomplish this? Thanks for any suggestion It would be possible to have one central queue for incoming customer tickets, and then setup a generic agent to do the sorting to the correct queues after the tickets come in. I would setup the customer interface so that they could select a free field and then let the generic agent sort into a new queue on hand from the entry in this field This however allows all registerd customers to open tickets that would be sorted to the queue of another company. Additionally, in order to prevent this, you can give the generic agent the customer name that should be able to do this. Either way you do this it will be combined with manual administration for each rule. Another option would be to sort with the general agent using the criteria Queue and FreeText. This would allow all users who were able to open tickets in this queue (regardless of the customer number) to be recategorized on hand from the FreeText field. The whole thought pattern is a little complicated. If it were possible to export the generic agent setting I could give you an example. --Shawn ___ 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/ ___ 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/ As I said, when you have the right criteria, then you can set up a general agent that can run at an interval of =10min in increments of 10min. Once this is setup and tested, then you will no longer have any manual intervention. Glad to be of service. Just ask if you have more questions. --Shawn-- open minds, open source, and out-of-the-box thinking creating a monopoly free world for true freedom of choice There is no spoon (The Matrix) ___ 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/
[otrs] Re: Changing the mail address of the notifications
[EMAIL PROTECTED] schrieb:
Tobias.
I did what you suggested, but nothing happened. Any idea
Hi,
All my notifications came from: [EMAIL PROTECTED], and I don't
find where i can change it.
Try
$Self-{NotificationSenderName} = 'my notification service';
$Self-{NotificationSenderEmail} = '[EMAIL PROTECTED]';
These are entries in Kernel/Config.pm.
HTH,
Tobias
--
Tobias Lütticke
Systems Architecture
inovex GmbH
Pforzheim (Head Office)
Karlsruher Strasse 71
D-75179 Pforzheim
Tel.: +49 (0)72 31 / 31 91 - 84
Fax: +49 (0)72 31 / 31 91 - 91
mailto:[EMAIL PROTECTED]
http://www.inovex.de
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Your header may be overridden by your postfix wrapper. I had the problem
that a spam filter was killing my messages becuase the postfix was using
a blank wrapper to send the email on the exchange server.
--Shawn
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RE: [otrs] Notfication email
Hi Luca,
Thanks for your suggestion, unfortunately it didn't work! Are you still
having the same problem? I don't see the point of a ticket system where the
email notification of new tickets doesn't work?! There must be some sort of
fix.. Anyway, I'm going to report it as a bug I think.
Thanks
-Emily
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Luca
Martella
Sent: 24 May 2007 14:57
To: User questions and discussions a
Subject: Re: [otrs] Notfication email
Hello Emily,
I'm Luca from Italy. I've just updated to version 2.1.7 and I have the same
error that you have reported. Your email reminded me that I had the same
problem with version 2.1.1 some months ago.
That time Mr. Ramziddin gave me this solution:
#POSIBLE SOLUTION
Bug 977
http://bugs.otrs.org/show_bug.cgi?id=977
No notification for new ticket from webinterface
In Kernel/System/Web/InterfaceCustomer.pm you can find the following line:
$Self-{GroupObject} = Kernel::System::CustomerGroup-new(%{$Self});
Change it to:
$Self-{CustomerGroupObject} = Kernel::System::CustomerGroup-new(%{$Self});
###
Take a look if this help you! If so, this means that this bug is still open!
Best regards
Luca Martella
[EMAIL PROTECTED]
2007-05-24
Messaggio originale / previous message:
Subject: [otrs] Notfication email
Date: 2007-05-24 - Time: 13.26.24
Hi there,
I'm having a problem with our system (2.1.7) in that when a new ticket gets
issued by a customer, I don't receive a notification email. I have the
boxed ticked in the user management console that should make me receive a
mail, but I don't. I receive mails if a ticket is altered, and also an
admin notification mail will reach me no problem. It's only when a new
ticket gets issued that I'm not receiving mail, and that's the most
important mail of all!
Any suggestions would be great, thanks.
-Emily
Kind Regards,
Emily Flynn
IT Assistant
Allied Pension Trustees
Apex Business Centre,
Blackthorn Road,
Sandyford,
Dublin 18
Tel: +353 1 206 3010
Fax: +353 1 206 3017
Mob: 087 777 8391
Web: www.alliedpensions.com
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Re: RE: [otrs] Notfication email
Fortunately yes! I've fixed the file manually and now it works.
If i get any other idea in order to help you, i will let you know!
Regards
Luca Martella
[EMAIL PROTECTED]
2007-05-24
Messaggio originale / previous message:
Subject: RE: [otrs] Notfication email
Date: 2007-05-24 - Time: 17.22.54
Hi Luca,
Thanks for your suggestion, unfortunately it didn't work! Are you still
having the same problem? I don't see the point of a ticket system where the
email notification of new tickets doesn't work?! There must be some sort of
fix.. Anyway, I'm going to report it as a bug I think.
Thanks
-Emily
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Luca
Martella
Sent: 24 May 2007 14:57
To: User questions and discussions a
Subject: Re: [otrs] Notfication email
Hello Emily,
I'm Luca from Italy. I've just updated to version 2.1.7 and I have the same
error that you have reported. Your email reminded me that I had the same
problem with version 2.1.1 some months ago.
That time Mr. Ramziddin gave me this solution:
#POSIBLE SOLUTION
Bug 977
http://bugs.otrs.org/show_bug.cgi?id=977
No notification for new ticket from webinterface
In Kernel/System/Web/InterfaceCustomer.pm you can find the following line:
$Self- {GroupObject} = Kernel::System::CustomerGroup- new(%{$Self});
Change it to:
$Self- {CustomerGroupObject} = Kernel::System::CustomerGroup- new(%{$Self});
###
Take a look if this help you! If so, this means that this bug is still open!
Best regards
Luca Martella
[EMAIL PROTECTED]
2007-05-24
Messaggio originale / previous message:
Subject: [otrs] Notfication email
Date: 2007-05-24 - Time: 13.26.24
Hi there,
I'm having a problem with our system (2.1.7) in that when a new ticket gets
issued by a customer, I don't receive a notification email. I have the
boxed ticked in the user management console that should make me receive a
mail, but I don't. I receive mails if a ticket is altered, and also an
admin notification mail will reach me no problem. It's only when a new
ticket gets issued that I'm not receiving mail, and that's the most
important mail of all!
Any suggestions would be great, thanks.
-Emily
Kind Regards,
Emily Flynn
IT Assistant
Allied Pension Trustees
Apex Business Centre,
Blackthorn Road,
Sandyford,
Dublin 18
Tel: +353 1 206 3010
Fax: +353 1 206 3017
Mob: 087 777 8391
Web: www.alliedpensions.com
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RE: RE: [otrs] Notfication email
How did you fix it manually??
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Luca
Martella
Sent: 24 May 2007 16:34
To: User questions and discussions a
Subject: Re: RE: [otrs] Notfication email
Fortunately yes! I've fixed the file manually and now it works.
If i get any other idea in order to help you, i will let you know!
Regards
Luca Martella
[EMAIL PROTECTED]
2007-05-24
Messaggio originale / previous message:
Subject: RE: [otrs] Notfication email
Date: 2007-05-24 - Time: 17.22.54
Hi Luca,
Thanks for your suggestion, unfortunately it didn't work! Are you still
having the same problem? I don't see the point of a ticket system where the
email notification of new tickets doesn't work?! There must be some sort of
fix.. Anyway, I'm going to report it as a bug I think.
Thanks
-Emily
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Luca
Martella
Sent: 24 May 2007 14:57
To: User questions and discussions a
Subject: Re: [otrs] Notfication email
Hello Emily,
I'm Luca from Italy. I've just updated to version 2.1.7 and I have the same
error that you have reported. Your email reminded me that I had the same
problem with version 2.1.1 some months ago.
That time Mr. Ramziddin gave me this solution:
#POSIBLE SOLUTION
Bug 977
http://bugs.otrs.org/show_bug.cgi?id=977
No notification for new ticket from webinterface
In Kernel/System/Web/InterfaceCustomer.pm you can find the following line:
$Self- {GroupObject} = Kernel::System::CustomerGroup- new(%{$Self});
Change it to:
$Self- {CustomerGroupObject} = Kernel::System::CustomerGroup-
new(%{$Self});
###
Take a look if this help you! If so, this means that this bug is still open!
Best regards
Luca Martella
[EMAIL PROTECTED]
2007-05-24
Messaggio originale / previous message:
Subject: [otrs] Notfication email
Date: 2007-05-24 - Time: 13.26.24
Hi there,
I'm having a problem with our system (2.1.7) in that when a new ticket gets
issued by a customer, I don't receive a notification email. I have the
boxed ticked in the user management console that should make me receive a
mail, but I don't. I receive mails if a ticket is altered, and also an
admin notification mail will reach me no problem. It's only when a new
ticket gets issued that I'm not receiving mail, and that's the most
important mail of all!
Any suggestions would be great, thanks.
-Emily
Kind Regards,
Emily Flynn
IT Assistant
Allied Pension Trustees
Apex Business Centre,
Blackthorn Road,
Sandyford,
Dublin 18
Tel: +353 1 206 3010
Fax: +353 1 206 3017
Mob: 087 777 8391
Web: www.alliedpensions.com
[ # ] { @ }
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[otrs] Using multiple companies in OTRS
Stumbled across OTRS and it looks really nice. Wondering how I can best customize it to fit my needs. I have multiple clients that I support, and I envisioned the following setup: One set of queues. One (or more) admin users per company. All normal users can only see their own tickets. All company admins can see all tickets for their company (and possibly get e-mail notification on new and completed tickets. From what I've read in the documentation, it looks like this can't be achieved. Granted, I've only gone thru the documentation once, and it's pretty late. It looks like I'd have to create queues for each company in order to have the 'company admin' users. If anyone else has done a similar implementation, or has ideas on how to configure OTRS in such fashion, I'd appreciate the advice. Thanks Pinpoint customers who are looking for what you sell. http://searchmarketing.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 or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Re: Changing the mail address of the notifications
It was easier to solve once you know where. I've changed the default mail address on mail address Andres [EMAIL PROTECTED] schrieb: Tobias. ___ 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/ Your header may be overridden by your postfix wrapper. I had the problem that a spam filter was killing my messages becuase the postfix was using a blank wrapper to send the email on the exchange server. --Shawn ___ -- A/P Andrés Tarallo ___ 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/
[otrs] Users groups vs. Customer IDs?
I am having trouble getting my head around user groups and customer IDs. Does anyone have a simple scheme of when you'd use one over the other or both? Whenever I ?think? I have a good understanding of this... I realize I don't. (Must be a sign of getting old :-S ) tia 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/
[otrs] Database error message
Could anyone help me make sense of this? DBI::db=HASH(0x8bb5ed0)-disconnect invalidates 1 active statement handle (either destroy statement handles or call finish on them before disconnecting) at /opt/otrs/Kernel/System/DB.pm line 223, PRODUCT line 4. Jonathan Larsen Mountain West Heart Center IT Dept [EMAIL PROTECTED] 801.270.4108 ___ 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/
RE: [otrs] Database error message
Nevermind, I found the bug report on it. http://bugs.otrs.org/show_bug.cgi?id=1231 :-) Jonathan Larsen Mountain West Heart Center IT Dept [EMAIL PROTECTED] 801.270.4108 _ From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jonathan Larsen Sent: Thursday, May 24, 2007 3:44 PM To: otrs@otrs.org Subject: [otrs] Database error message Could anyone help me make sense of this? DBI::db=HASH(0x8bb5ed0)-disconnect invalidates 1 active statement handle (either destroy statement handles or call finish on them before disconnecting) at /opt/otrs/Kernel/System/DB.pm line 223, PRODUCT line 4. Jonathan Larsen Mountain West Heart Center IT Dept [EMAIL PROTECTED] 801.270.4108 ___ 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/
[otrs] Well after i fixed the bug, i get this
Please see attached emails that OTRS is sending me
Jonathan Larsen
Mountain West Heart Center
IT Dept
[EMAIL PROTECTED]
801.270.4108
---BeginMessage---
Hi Jonathan,
there is a new ticket in Raw!
OTRS user [EMAIL PROTECTED] wrote:
snip
DBI connect('database=otrs;host=localhost;','otrs',...) failed: Can't
connect to local MySQL server through socket '/var/run/mysql/mysql.sock'
(2) at /opt/otrs/Kernel/System/DB.pm line 195
ERROR: OTRS-PM3-10 Perl: 5.8.8 OS: linux Time: Thu May 24 16:00:38 2007
Message: Can't connect to local MySQL server through socket
'/var/run/mysql/mysql.sock' (2)
Traceback (26893):
Module: Kernel::System::DB::new (v1.57) Line: 172
Module: /opt/otrs//bin/PostMasterPOP3.pl (v1.23) Line: 73
Got no DBObject! at /opt/otrs/Kernel/System/PID.pm line 69, PRODUCT
line 4.
snip
http://otrs.heartslc.com/otrs/index.pl?Action=AgentZoomTicketID=19
Your OTRS Notification Master
---End Message---
---BeginMessage---
Hi Jonathan,
there is a new ticket in Raw!
OTRS user [EMAIL PROTECTED] wrote:
snip
DBI connect('database=otrs;host=localhost;','otrs',...) failed: Can't
connect to local MySQL server through socket '/var/run/mysql/mysql.sock'
(111) at /opt/otrs/Kernel/System/DB.pm line 195
ERROR: OTRS-GenericAgent-10 Perl: 5.8.8 OS: linux Time: Thu May 24
16:00:34 2007
Message: Can't connect to local MySQL server through socket
'/var/run/mysql/mysql.sock' (111)
Traceback (26887):
Module: Kernel::System::DB::new (v1.57) Line: 172
Module: /opt/otrs//bin/GenericAgent.pl (v1.40) Line: 78
Got no DBObject! at /opt/otrs/Kernel/System/PID.pm line 69, PRODUCT
line 4.
snip
http://otrs.heartslc.com/otrs/index.pl?Action=AgentZoomTicketID=18
Your OTRS Notification Master
---End Message---
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[otrs] Company tickets
Are company tickets grouped by domain ([EMAIL PROTECTED]) ? Can any customer user with the same domain acces to all company tickets? Regards, Carlos, México ___ 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/
RE: [otrs] Well after i fixed the bug, i get this
Just taking a stab here... is the mySQL daemon running? LQ _ From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jonathan Larsen Sent: Thursday, May 24, 2007 6:51 PM To: User questions and discussions about OTRS.org Subject: [otrs] Well after i fixed the bug, i get this Please see attached emails that OTRS is sending me Jonathan Larsen Mountain West Heart Center IT Dept [EMAIL PROTECTED] 801.270.4108 ___ 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/
Re: [otrs-de] OTRS Cronjob Meldung: Wide character
Hi, Tobias Lütticke schrieb: Mein Cronjob liefert mir manchmal(?) folgende Meldung: Wide character in print at /opt/otrs/Kernel/System/Log/File.pm line 60. Leider weiß ich nicht, ob ich mir jetzt Sorgen machen muss oder diese Meldung einfach ignorieren kann? Kann mir das einer sagen? Ich kenne die Meldung (an anderer Stelle) im Kontext von Encoding-Problemen (UTF-8 vs. ISO). Da es bei Dir im Log-Modul auftritt, sollte es keine schlimmen Auswirkungen haben. Es scheint, als ginge es dabei um den Text, der in die Logdatei geschrieben wird. Prüf doch mal, ob es zu dem betreffenden Zeitpunkt einen Text mit Sonderzeichen (Umlaut, Euro-Zeichen oder so) im Log hat. Hast Du ein UTF-8-System? so wie es aussieht hast du Recht - heute nacht hat sich irgendeine Komponente, vermutlich SA, über utf-8-Zeichen beschwert. Sieht harmlos aus, das Syslog (wegen zugroßen Nachrichten o.ä.) krieg ich so aber auch nicht ausgewertet - ich suche weiter :) Danke, Michael ___ OTRS-de Mailingliste: otrs-de - Webpage: http://otrs.org/ Archiv: http://lists.otrs.org/pipermail/otrs-de/ Listenabo verwalten: http://lists.otrs.org/cgi-bin/listinfo/otrs-de/ Support oder Consulting fuer Ihr OTRS System? = http://www.otrs.com/
Re: [otrs-de] Agent-Auth per LDAP schlägt fehl
Moin, oder per Skript bin/otrs.addUser Das war das, was ich gestern nacht nochmal versucht hatte. Mit Erfolg. Dann ist ein weiterer Schritt in Richtung lauffähige Version getan. Danke ;) Grüße, Christian Am Do, 24.05.2007, 07:19, schrieb Alexander Scholler: ___ OTRS-de Mailingliste: otrs-de - Webpage: http://otrs.org/ Archiv: http://lists.otrs.org/pipermail/otrs-de/ Listenabo verwalten: http://lists.otrs.org/cgi-bin/listinfo/otrs-de/ Support oder Consulting fuer Ihr OTRS System? = http://www.otrs.com/ ___ OTRS-de Mailingliste: otrs-de - Webpage: http://otrs.org/ Archiv: http://lists.otrs.org/pipermail/otrs-de/ Listenabo verwalten: http://lists.otrs.org/cgi-bin/listinfo/otrs-de/ Support oder Consulting fuer Ihr OTRS System? = http://www.otrs.com/
[otrs-de] Tickets suchen die zwischen einer Uhrzeit liegen
Hallo Liste Noch eine Frage :) Gibt es die Möglichkeit in OTRS unter der Suche nicht nur Tickets zwischen zwei Tagen zu suchen sondern auch zwischen einer oder zwei Stunden? Oder müsste ich dies selber von Hand einprogrammieren? Wenn ja, wo :) OTRS Version 2.1.5 Gruß Martin Thielsch Tel.: +49-2159-9220-13 [EMAIL PROTECTED] http://www.imagearts.de http://www.imagearts.de/ Image Arts GmbH Otto Hahn Str. 2 40670 Meerbusch ___ OTRS-de Mailingliste: otrs-de - Webpage: http://otrs.org/ Archiv: http://lists.otrs.org/pipermail/otrs-de/ Listenabo verwalten: http://lists.otrs.org/cgi-bin/listinfo/otrs-de/ Support oder Consulting fuer Ihr OTRS System? = http://www.otrs.com/
[otrs-de] Antwort eines Kunden wieder zurück in die Mainqueue
Hallo Liste Ist es möglich, wenn ich eine Antwort von einem Kunden bekomme, diese nicht zu dem aktuellen Agent zu senden sondern das diese dann wieder in der mainqueue landet? Gruß Martin Thielsch Tel.: +49-2159-9220-13 [EMAIL PROTECTED] http://www.imagearts.de http://www.imagearts.de/ Image Arts GmbH Otto Hahn Str. 2 40670 Meerbusch ___ OTRS-de Mailingliste: otrs-de - Webpage: http://otrs.org/ Archiv: http://lists.otrs.org/pipermail/otrs-de/ Listenabo verwalten: http://lists.otrs.org/cgi-bin/listinfo/otrs-de/ Support oder Consulting fuer Ihr OTRS System? = http://www.otrs.com/
Re: [otrs-de] Antwort eines Kunden wieder zurück in die Mainqueue
Hallo Herr Thielsch, Ist es möglich, wenn ich eine Antwort von einem Kunden bekomme, diese nicht zu dem aktuellen Agent zu senden sondern das diese dann wieder in der mainqueue landet? Ja, setzen Sie bitte im AdminInterface - Queue die Option Ticket sperren nach einem Follow-Up auf Nein. Bei einem FollowUp wird das Ticket entsperrt und ist wieder für alle Agenten in der Queueview sichtbar. Ich wünsche Ihnen einen schönen Tag! Stefan Rother Manager Support ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! ___ OTRS-de Mailingliste: otrs-de - Webpage: http://otrs.org/ Archiv: http://lists.otrs.org/pipermail/otrs-de/ Listenabo verwalten: http://lists.otrs.org/cgi-bin/listinfo/otrs-de/ Support oder Consulting fuer Ihr OTRS System? = http://www.otrs.com/
AW: [otrs-de] Tickets mit GenericAgent eskalieren lassen?
Hallo Liste, hat denn keiner Ahnung? Ist sicher simple (wenn man weiß wie :-) ) Mit freundlichen Grüßen / Best Regards Tim Böhmert Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Tim Böhmert Gesendet: Montag, 21. Mai 2007 14:50 An: User questions and discussions about OTRS.org in German Betreff: [otrs-de] Tickets mit GenericAgent eskalieren lassen? Hallo Liste, was muss ich denn dem GenericAgent im Admin-Web-Interface genau sagen, wenn ich möchte, dass alle Agenten der jeweiligen Queue in der das Ticket liegt, nach 1 Stunde unbearbeitetem Status eine Mail-Benachrichtigung bekommen? Besten Dank! Mit freundlichen Grüßen / Best Regards Tim Böhmert ___ OTRS-de Mailingliste: otrs-de - Webpage: http://otrs.org/ Archiv: http://lists.otrs.org/pipermail/otrs-de/ Listenabo verwalten: http://lists.otrs.org/cgi-bin/listinfo/otrs-de/ Support oder Consulting fuer Ihr OTRS System? = http://www.otrs.com/
Re: [otrs-de] AgentCanBeCustomer - wirklich?
Hi Liste,
Hat wirklich keiner ne Antwort auf meine Frage? Hilfe bitte!!
Gruss tm
tm schrieb:
Hi Liste,
Nochmal ich :)
Wenn ich die
$Self-{AgentCanBeCustomer} = 1
setze dann erwarte ich das alle Agents auch auftauchen wenn ich sie
bei den Customers in der PhoneTicketView suche! Ist meine Annahme
falsch? Muss ich jeden Agent nochmal als Customer anlegen? Wenn ja,
welch Datenredundance!!! Was fuer einen Sinn hat dann
AgentCanBeCustomer wenn die Agent accounts nicht in das Customer
Interface mit uebernommen werden? Kann mir jemand das Feature
erklaeren? Bis jetzt hab ich nur vage Erklaerungen finden koennen die
nicht schluessig waren.
Herzlichen Dank fuer die Aufklaerungsarbeit... :)
Gruss tm
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Re: [otrs-de] FAQ Attachment Rechte
Hi Liste, Ich suche immer noch verzweifelt nach ner Antwort auf diese Frage!! Bitte Hilfe! Wie sieht es mit Berechtigungen von Attachments aus. Ist das Group oder Role abhaengig?? Gruss tm tm schrieb: Hallo Liste, Ich habe eine Rolle FAQ welche nur Leseberechtigung auf die Gruppe faq hat. Dann hab ich eine Rolle FAQ Admin welche alle Rechte auf die Gruppe faq hat. Jetzt schreibt der FAQ Admin User ein Artikel und haengt ein Attachment dran. Der FAQ User kann den Artikel ohne Probleme aufrufen und lesen, aber wenn er versucht das Attachment aufzumachen oder es runterzuladen, bekommt er eine Warnungs Seite mit Permission Denied. Wenn ich natuerlich dem FAQ User alle Rechte gebe (RW) dann kann er das Attachment runterladen und oeffnen, dat will ich aber nicht! Ist das ein Bugg? Gibt es ein workaround? Benutze OTRS 2.1.6 mit FAQ 1.0.18 Gruss tm ___ OTRS-de Mailingliste: otrs-de - Webpage: http://otrs.org/ Archiv: http://lists.otrs.org/pipermail/otrs-de/ Listenabo verwalten: http://lists.otrs.org/cgi-bin/listinfo/otrs-de/ Support oder Consulting fuer Ihr OTRS System? = http://www.otrs.com/ ___ OTRS-de Mailingliste: otrs-de - Webpage: http://otrs.org/ Archiv: http://lists.otrs.org/pipermail/otrs-de/ Listenabo verwalten: http://lists.otrs.org/cgi-bin/listinfo/otrs-de/ Support oder Consulting fuer Ihr OTRS System? = http://www.otrs.com/
