RE: [otrs] Cannot change service and/or SLA on existing ticket
I am using same versions but I am not able to set the SLA and Service for a ticket. The fields are available but they are empty. Any help? Daniel From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Smolik, Zdenek Sent: Monday, August 13, 2007 7:39 PM To: otrs@otrs.org Subject: [otrs] Cannot change service and/or SLA on existing ticket Hi all, I am not able to change Service or SLA on existing ticket. Change is saved but ticket fields Service and SLA remain unchanged. I'm on OTRS 2.2.2 and ITSM 1.0.2. Could someone please help me with this problem? Thanks a lot, Regards, Zdenek ___ 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] Reject of closed tickets not properly working
Hi Gabriele, I can confirm this behaviour also, I've just got the same thing a few minutes ago to test if this setting was working correctly and how customer is told that his ticket has been rejected. Follow up emails to a ticket placed in a queue where Follow up is set to rejected in Queue settings leads to : - a follow up is created on the ticket ( unlike the Log told : follow up rejected ) - no notification is sent to customer to inform him if his follow up has been placed/rejected . normal behaviour ? Here are the logs : [Fri Aug 17 09:43:41 2007][Notice][Kernel::System::PostMaster::Run] Follow up for [03112] but follow up not possible. Follow up rejected. [Fri Aug 17 09:43:41 2007][Notice][Kernel::System::Notification::NotificationGet] Can't find notification for Agent::FollowUp and fr, try it again with en! [Fri Aug 17 09:43:41 2007][Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'FollowUp' notification to '[EMAIL PROTECTED]'. [Fri Aug 17 09:43:41 2007][Notice][Kernel::System::PostMaster::Reject::Run] Reject FollowUp Article to Ticket [03112] created (TicketID=6549, ArticleID=9133). Follow up rejected. It could be a bug with Follow-up feature ? BR, Laurent Le jeudi 02 août 2007 à 12:31 +0200, Gabriele D'Andrea a écrit : I'm running OTRS 2.1.7 and I' ve configured my queues so that follow ups for closed tickets are rejected. Yesterday, I received a followup for a closed ticket, that wasn't rejected. The syslog showed that entry Aug 1 12:05:08 otrs OTRS-PM3-10[5620]: [Notice][Kernel::System::PostMaster::Reject::Run] Reject FollowUp Article to Ticket [2 00708011014] created (TicketID=667, ArticleID=1566). Follow up rejected. However the followup was in fact accepted all the same I found an old post (dated 2004!) relating to the same problem in ver. 1.3.2, with no response http://www.mail-archive.com/otrs@otrs.org/msg06237.html Thanks for any help ___ 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] Public interface in 2.2.1
Thanks a lot... where can I find info about how to perform that
installation? I couldn't find it in the doc...
Best regards,
M.A.
On 8/14/07, Maurice James Ny [EMAIL PROTECTED] wrote:
You need to install the FAQ module
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Dummy cerberus
Sent: Tuesday, August 14, 2007 4:57 AM
To: otrs@otrs.org
Subject: [otrs] Public interface in 2.2.1
Hello,
with OTRS 2.2.1, when I try to access http://otrshost/otrs/public.pl
I get an error:
Error: Module 'Kernel::Modules::' not found!
I have looked the code and seems as if in
.../Kernel/System/Web/InterfacePublic.pm the 'Action' were empty... I
have tried to look to the value that I have to setup at
.../Kernel/Config.pm:
$Self-{'PublicFrontend::CommonParam'}={
Action=¿¿¿???
};
But cannot find it in the doc...
What am I doing wrong?
Best regards,
M.A.
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Re[2]: [otrs] OTRS is too slow
Hello, thanks for responses. 16. srpna 2007, 11:16, you wrote: P You can try to optimize your database, that made a huge difference for me. P AFAIK the command would be : But there isn't problem with database because I watch it and query takes about 1 second max. but then is running only Perl process. When I tried to use mod_perl I have problem witch pictures and speed wasn't dramatically better. Perl is very big too it takes a lot of resources but it isn't problem for me because I have machine only for otrs. Radek -- Regards, Bc. Radek Krejca STARNET, s. r. o. [EMAIL PROTECTED] ___ 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] Public interface in 2.2.1
Sorry, I didn't realized FAQ module had to be installed through
package management...
On 8/17/07, Dummy cerberus [EMAIL PROTECTED] wrote:
Thanks a lot... where can I find info about how to perform that
installation? I couldn't find it in the doc...
Best regards,
M.A.
On 8/14/07, Maurice James Ny [EMAIL PROTECTED] wrote:
You need to install the FAQ module
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Dummy cerberus
Sent: Tuesday, August 14, 2007 4:57 AM
To: otrs@otrs.org
Subject: [otrs] Public interface in 2.2.1
Hello,
with OTRS 2.2.1, when I try to access http://otrshost/otrs/public.pl
I get an error:
Error: Module 'Kernel::Modules::' not found!
I have looked the code and seems as if in
.../Kernel/System/Web/InterfacePublic.pm the 'Action' were empty... I
have tried to look to the value that I have to setup at
.../Kernel/Config.pm:
$Self-{'PublicFrontend::CommonParam'}={
Action=¿¿¿???
};
But cannot find it in the doc...
What am I doing wrong?
Best regards,
M.A.
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[otrs] customer tickets owned by admin
Hello, I have set up a new customer and have attached it to a queue. I am an agent who is also attached to the same queue. When the customer logs in, the ticket is owned by 'admin' and not the customer. Therefore the ticket does not enter the correct queue. How do I resolve this issue. Best regards Alan Alan Mckeown JoraPh Consulting Ltd Suite 1.05 Grosvenor House Central Park Telford TF2 9TW Mobile: +44 (0)7841 996 331 Skype: joraph_alanm Office: +44 (0)8700 433877 Fax: +44 (0)1952 825058 http://www.joraph.com http://www.joraph.com/ ** CONFIDENTIALITY This message is confidential and may be legally privileged or otherwise protected from disclosure. If you are not the intended recipient, please telephone or email the sender and delete this message and any attachment from your system(s); you must not copy or disclose the contents of this message or any attachment to any other person. Although we have taken steps to ensure that this e-mail and attachments are free from viruses, we advise that in keeping with good computing practice, the recipient should ensure they are actually virus free. ** -- This message has been scanned for viruses and dangerous content by JoraPh Consulting Ltd (Server #1), and is believed to be clean. ___ 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] not able to select Service or SLA for a ticket
Any help? Otrs 2.2.2 + Itsm 1.0.2 Daniel ___ 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] Setting queue for ticket when composing answer
Hello all, Our OTRS installation is now nearly finished. But one problem is left. Since we are using the OTRS stats for our reportings to the HQ, i had to define a large amount of queues and subqueues. At the moment we have the following queue structure: Language - Product - Type of Problem Our filters are capable of sorting the incoming mails to the proper language queue and proper product sub-queue, but the last sub-queue (Type of problem) has to be set by our agents themselves. Now my question, since it would mean an additional workload, if agents have to categorize all tickets directly. Would it be possible to set the final queue when composing an answer? So the agent can simply enter a product queue, composing his answer and at the same time he would be able to set the last category. Do you have any suggestions or hints how this could be performed? Many thanks! In 5 Schritten zur eigenen Homepage. Jetzt Domain sichern und gestalten! Nur 3,99 EUR/Monat! *http://www.maildomain.web.de/?mc=021114* [http://www.maildomain.web.de/?mc=021114] ___ 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] Setting queue for ticket when composing answer
Markus Uelzer wrote: Would it be possible to set the final queue when composing an answer? So the agent can simply en ter a product queue, composing his answer and at the same time he would be able to set the last category. Do you have any suggestions or hints how this could be performed? Then you wouldn't really be using a 'Problem type' queue as all agents are apparently working on the same queue. It might be handier to use a freetext field with a dropdown so the agent can specify the problem type in that way. We don't use freetext fields, but I believe it should be possible to do it this way. 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] Setting queue for ticket when composing answer
Hey Nils! Thank you for the answer! I haven't taken a look to the Stats function, but is it also possible to use those freetext fields with the stats? Because our reportings have to include those subcategories (type of problem) If so, can anyone give me a short advice how to set them up? many thanks again! *Von:* User questions and discussions about OTRS.org OTRS@OTRS.ORG *Gesendet:* 17.08.07 17:21:58 *An:* User questions and discussions about OTRS.org OTRS@OTRS.ORG *Betreff:* Re: [otrs] Setting queue for ticket when composing answer Markus Uelzer wrote: Would it be possible to set the final queue when composing an answer? So the agent can simply en ter a product queue, composing his answer and at the same time he would be able to set the last category. Do you have any suggestions or hints how this could be performed? Then you wouldn't really be using a 'Problem type' queue as all agents are apparently working on the same queue. It might be handier to use a freetext field with a dropdown so the agent can specify the problem type in that way. We don't use freetext fields, but I believe it should be possible to do it this way. 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/ Jetzt neu! Schützen Sie Ihren PC mit McAfee und WEB.DE. 3 Monate kostenlos testen. *http://www.pc-sicherheit.web.de/startseite/?mc=00* [http://www.pc-sicherheit.web.de/startseite/?mc=00] ___ 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] Not sending email for new tickets?
Folks, Just installed 2.2.2 and am trying to get things setup. I'm having trouble getting the system to send a notification email to members of a Queue when a new ticket is created in the Queue. Email in general works (to the owner of a ticket when the ticket is created or closed, user creation and password emails, etc). From what I can tell, all of the correct options are turned on to allow these notification emails to happen, but no email is ever generated. Here's what shows up in the log. [EMAIL PROTECTED] is the customer who created the ticket, and is not a member of the queue the ticket is created it: Aug 17 18:26:32 miami OTRS-CGI-10[20987]: [Notice][Kernel::System::Ticket::TicketCreate] New Ticket [200708171057/.] created (TicketID=15,Queue=Sysadmin,Priority=3 normal,State=new) Aug 17 18:26:32 miami OTRS-CGI-10[20987]: [Notice][Kernel::System::Ticket::Article::ArticleSend] Sent email to 'test customer [EMAIL PROTECTED]' from 'OTRS System [EMAIL PROTECTED]'. HistoryType = SendAutoReply, Subject = [Ticket#200708171057] .; Aug 17 18:26:32 miami OTRS-CGI-10[20987]: [Notice][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto response (SendAutoReply) for Ticket [200708171057] (TicketID=15, ArticleID=31) to 'test customer [EMAIL PROTECTED]'. Any help, suggestions, documentation pointers, or known bugs that might help me out here? I've make sure the queue has a auto reply/new ticket set in AutoResponses Queue. Ideas? thanks. --- david raistrickhttp://www.netmeister.org/news/learn2quote.html [EMAIL PROTECTED] http://www.expita.com/nomime.html ___ 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] Customer Database Connection: Email?
So I've got the backend customer database thing working in OTRS, nice.
Unfortunately, in the http-link in the Mapping I don't know what other
$Data{'variables'} are available other than CustomerID.
I also don't know how to set the customerID as the email address from the
DB, which is my unique ID as well as login. Can I set CustomerID to the email
address, or can I access the email address from the ticket or the Customer
within OTRS so I can pass the email address back to OTRS to get the customer
history in a single click?
My current config:
$Self-{CustomerUser} = {
Name = 'Company',
Module = 'Kernel::System::CustomerUser::DB',
Params = {
DSN = 'DBI:mysql:database=mydb;host=myhost',
User = 'otrs',
Password = 'xxx',
Table = 'users',
},
# customer uniq id
CustomerKey = 'email',
# customer #
CustomerID = 'email',
CustomerUserListFields = ['email','fn', 'ln', 'id'],
CustomerUserSearchFields = ['email', 'ln', 'id', 'fn'],
CustomerUserSearchPrefix = '',
CustomerUserSearchSuffix = '*',
CustomerUserSearchListLimit = 250,
CustomerUserPostMasterSearchFields = ['email'],
CustomerUserNameFields = ['fn','ln'],
CustomerUserEmailUniqCheck = 1,
# just a read only source
ReadOnly = 1,
Map = [
# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown (1=always,2=lite), required,
storage-type, http-link, readonly
[ 'UserFirstname', 'Name', 'concat(fn, ,ln)', 1,
1, 'var', '', 0 ],
[ 'UserEmail', 'Search Tickets', 'email', 1, 1,
'var',
'$Env{CGIHandle}?Action=AgentTicketSearchSubaction=SearchFrom=$Data{CustomerID}',
0 ],
[ 'UserCustomerID', 'Admin ID','id', 1, 1, 'var',
'http://myadminsite/?query=$Data{CustomerID}', 0 ],
[ 'UserLogin', 'Search Tickets', 'email', 0, 1,
'var',
'$Env{CGIHandle}?Action=AgentTicketSearchSubaction=SearchFrom=$Data{CustomerID}',
0 ],
],
};
---
Peter Beckman Internet Guy
[EMAIL PROTECTED] http://www.angryox.com/
---
** PLEASE NOTE PurpleCow.com IS NOW AngryOx.com DO NOT USE PurpleCow.com **
** PurpleCow.com is now owned by City Auto Credit LLC as of May 23, 2007 **
---
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[otrs] bulk close for all tickets in queue
Hi all, Newb user here.. We have a particular queue that has about 500 open tickets left over from a beta project. Is there a simple way to batch close all ticketes in this queue in one action? We are running ver 2.1.2 Thanks! rob ___ 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] Not sending email for new tickets?
Hi, Don't mix customers and agents. The owner of a ticket is in OTRS the agent who is working on it. What you seem to have configured is the customer part of the notifications. For agent notifications, each of them have to configure the notifications in their preferences (and select the queues in my queues). If i remember you can also set the agent preferences in the admin interface. 2007/8/17, david raistrick [EMAIL PROTECTED]: Folks, Just installed 2.2.2 and am trying to get things setup. I'm having trouble getting the system to send a notification email to members of a Queue when a new ticket is created in the Queue. Email in general works (to the owner of a ticket when the ticket is created or closed, user creation and password emails, etc). From what I can tell, all of the correct options are turned on to allow these notification emails to happen, but no email is ever generated. Here's what shows up in the log. [EMAIL PROTECTED] is the customer who created the ticket, and is not a member of the queue the ticket is created it: Aug 17 18:26:32 miami OTRS-CGI-10[20987]: [Notice][Kernel::System::Ticket::TicketCreate] New Ticket [200708171057/.] created (TicketID=15,Queue=Sysadmin,Priority=3 normal,State=new) Aug 17 18:26:32 miami OTRS-CGI-10[20987]: [Notice][Kernel::System::Ticket::Article::ArticleSend] Sent email to 'test customer [EMAIL PROTECTED]' from 'OTRS System [EMAIL PROTECTED]'. HistoryType = SendAutoReply, Subject = [Ticket#200708171057] .; Aug 17 18:26:32 miami OTRS-CGI-10[20987]: [Notice][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto response (SendAutoReply) for Ticket [200708171057] (TicketID=15, ArticleID=31) to 'test customer [EMAIL PROTECTED]'. Any help, suggestions, documentation pointers, or known bugs that might help me out here? I've make sure the queue has a auto reply/new ticket set in AutoResponses Queue. Ideas? thanks. --- david raistrickhttp://www.netmeister.org/news/learn2quote.html [EMAIL PROTECTED] http://www.expita.com/nomime.html ___ 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] bulk close for all tickets in queue
Hi, I'm not at work now so i'm not sure, but you can try to create and run a GenericAgent that select these tickets in your queue and close them. 2007/8/17, Jenkins, Robert [EMAIL PROTECTED]: Hi all, Newb user here.. We have a particular queue that has about 500 open tickets left over from a beta project. Is there a simple way to batch close all ticketes in this queue in one action? We are running ver 2.1.2 Thanks! rob ___ 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] Setting queue for ticket when composing answer
Markus Uelzer wrote: I haven't taken a look to the Stats function, but is it also possible to use those freetext fields with the stats? Because our reportings have to include those subcategories (type of problem) I think so. Stats queries are just SQL queries on the OTRS database and the freetext fields are also in the database. You might have to write some custom queries though or tweak the existing ones. If so, can anyone give me a short advice how to set them up? I haven't used those fields yet, but searching this list's archives might give you some clues. 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] bulk close for all tickets in queue
Running the generic agent will work _ From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jenkins, Robert Sent: Friday, August 17, 2007 4:23 PM To: otrs@otrs.org Subject: [otrs] bulk close for all tickets in queue Hi all, Newb user here.. We have a particular queue that has about 500 open tickets left over from a beta project. Is there a simple way to batch close all ticketes in this queue in one action? We are running ver 2.1.2 Thanks! rob ___ 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] Not sending email for new tickets?
On Fri, 17 Aug 2007, [ISO-8859-1] Sébastien Prud'homme wrote: Don't mix customers and agents. The owner of a ticket is in OTRS the I'm not. The customer submited a ticket to the queue and got the emails that were generated because of that. I included the information that the customer does get email to indicate that the problem is not with the mail configuration. For agent notifications, each of them have to configure the notifications in their preferences (and select the queues in my queues). If i remember you can also set the agent preferences in the admin interface. The agent's preference screen, the queue's preference screen, and the database entry for the agents (all of them) indicate that the agents should get email when a new ticket is created. The queue (any queue, this isn't specific to one) does up show in the agent's My Queues. The agent's are also setup to get emails if a ticket is moved into their queue. In neither of these cases is an email generated. This is the log output, from the above configuration, that is generated when a new ticket is created by the customer. The customer is [EMAIL PROTECTED] No other log output is generated, and no emails are sent to the agents (any of them). Aug 17 18:26:32 miami OTRS-CGI-10[20987]: [Notice][Kernel::System::Ticket::TicketCreate] New Ticket [200708171057/.] created (TicketID=15,Queue=Sysadmin,Priority=3 normal,State=new) Aug 17 18:26:32 miami OTRS-CGI-10[20987]: [Notice][Kernel::System::Ticket::Article::ArticleSend] Sent email to 'test customer [EMAIL PROTECTED]' from 'OTRS System [EMAIL PROTECTED]'. HistoryType = SendAutoReply, Subject = [Ticket#200708171057] .; Aug 17 18:26:32 miami OTRS-CGI-10[20987]: [Notice][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto response (SendAutoReply) for Ticket [200708171057] (TicketID=15, ArticleID=31) to 'test customer [EMAIL PROTECTED]'. --- david raistrickhttp://www.netmeister.org/news/learn2quote.html [EMAIL PROTECTED] http://www.expita.com/nomime.html ___ 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] Not sending email for new tickets?
david raistrick wrote: For agent notifications, each of them have to configure the notifications in their preferences (and select the queues in my queues). If i remember you can also set the agent preferences in the admin interface. The agent's preference screen, the queue's preference screen, and the database entry for the agents (all of them) indicate that the agents should get email when a new ticket is created. The queue (any queue, this isn't specific to one) does up show in the agent's My Queues. But is the queue selected? Notifications are only sent for selected queues. 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] Not sending email for new tickets?
On Sat, 18 Aug 2007, Nils Breunese (Lemonbit) wrote: The agent's preference screen, the queue's preference screen, and the database entry for the agents (all of them) indicate that the agents should get email when a new ticket is created. The queue (any queue, this isn't specific to one) does up show in the agent's My Queues. But is the queue selected? Notifications are only sent for selected queues. Ok, that wasn't obvious. How do you select the queue? highlight it and save? I won't be back in front of it till Monday though. thanks! --- david raistrickhttp://www.netmeister.org/news/learn2quote.html [EMAIL PROTECTED] http://www.expita.com/nomime.html ___ 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] Not sending email for new tickets?
david raistrick wrote: On Sat, 18 Aug 2007, Nils Breunese (Lemonbit) wrote: The agent's preference screen, the queue's preference screen, and the database entry for the agents (all of them) indicate that the agents should get email when a new ticket is created. The queue (any queue, this isn't specific to one) does up show in the agent's My Queues. But is the queue selected? Notifications are only sent for selected queues. Ok, that wasn't obvious. How do you select the queue? highlight it and save? Yes. I agree something like checkboxes would be way more intuitive though. 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/
[otrs-de] CustomerUser Informationen bei eigenem Backend
Hallo,
ich habe ein eigens CustomerUser Backend an OTRS 2.2.2 angebunden.
--- snip ---
$Self-{CustomerUser1} = {
Name = 'Kunden DB 1',
Module = 'Kernel::System::CustomerUser::DB',
Params = {
DSN = 'DBI:mysql:database=customer;host=localhost',
User = 'otrs',
Password = '*',
Table = 'customer',
},
# customer uniq id
CustomerKey = 'id',
# customer #
CustomerID = 'customer_id',
CustomerValid = 'state_id',
CustomerUserListFields = ['customer_id', 'id', 'firstname',
'surname', 'email'],
CustomerUserSearchFields = ['id', 'firstname', 'surname', 'email'],
CustomerUserSearchPrefix = '',
CustomerUserSearchSuffix = '*',
CustomerUserSearchListLimit = 250,
CustomerUserPostMasterSearchFields = ['email'],
CustomerUserNameFields = ['title', 'firstname', 'surname',
'email'],
CustomerUserEmailUniqCheck = 0,
## show now own tickets in customer panel, CompanyTickets
#CustomerUserExcludePrimaryCustomerID = 0,
## generate auto logins
#AutoLoginCreation = 0,
#AutoLoginCreationPrefix = 'auto',
# admin can change customer preferences
AdminSetPreferences = 0,
# just a read only source
ReadOnly = 1,
Map = [
# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown (1=always,2=lite), required,
storage-type, http-link, readonly
[ 'UserLogin', 'Username', 'id', 1, 1,
'var', '', 1 ],
[ 'UserPassword', 'Password', 'pass',0, 1,
'var', '', 1 ],
[ 'UserSalutation', 'Salutation', 'title', 1, 0,
'var', '', 1 ],
[ 'UserFirstname', 'Firstname', 'firstname', 1, 1,
'var', '', 1 ],
[ 'UserLastname', 'Lastname', 'surname', 1, 1,
'var', '', 1 ],
#[ 'Company','Company','company', 1, 1,
'var', '', 1 ],
#[ 'UserEmail', 'Email', 'email', 1, 1,
'var', '', 1 ],
[ 'UserEmail', 'Email', 'email', 1, 1,
'var','$Env{CGIHandle}?Action=AgentTicketComposeResponseID=1TicketID=$Data{TicketID}ArticleID=$Data{ArticleID}',
0 ],
[ 'UserCustomerID', 'CustomerID', 'customer_id', 1, 1,
'var', '', 1 ],
#[ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0,
'var', '', 0 ],
#[ 'UserComment', 'Comment', 'info',1, 0,
'var', '', 1 ],
[ 'ValidID', 'Valid', 'state_id',0, 1,
'int', '', 1 ],
],
# default selections
Selections = {
UserSalutation = {
'Mr.' = 'Herr',
'Mrs.' = 'Frau',
},
},
};
--- snap ---
Dazu habe ich jetzt einmal ein paar fragen:
1. Wo werden welche Informationen aus der Map angezeigt?
2. Welche Vaiablen kann ich alle Mappen? Nur die im Beispiel aufgeführt
sind?
3. Welche Salutations gibt es?
4. Was hat es mit der UserEmail 'http-link' Definition auf sich?
5. Welche Auswirkungen haben die 'shown' Optionen 0,1,2?
Viele Grüße
Bastian
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