[otrs] new user question about users, queues, groups, and roles
Hi, We've just started using OTRS for managing our customer-facing email addresses, and I'm having a bit of trouble getting my head around how best to set up our queues, groups, users, roles, etc to suit our needs. We have two levels of customer service people, reps and managers, and two sets of queues for them (call them support for the cs reps, and escalations for tickets that should be escalated to managers). We'd like to set up the support queue so that cs reps can read and answer emails, and create new tickets, and set the escalations queue so that reps can move tickets into it, but otherwise have no access (including read). Managers should have full r/w access to both queues. The way I tried to do it was to have two groups, reps and managers. The support queue is owned by the reps group, and the escalations queue is owned by the managers group. Users who are reps have ro and create permission in reps, and move_into permission in managers, and users who are managers have rw for both groups. After I'd done this, however, reps couldn't see any tickets in the support queue until I gave them rw access to the reps group, and they couldn't move any tickets into the escalations group at all. So I think I've followed a logical path to configure things, but it's not working, so is there anything obviously wrong with my setup? Thanks for any help, 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 or consulting for your OTRS system? = http://www.otrs.com/
RE: [otrs] new user question about users, queues, groups, and roles
Hi James. We got a complex setup here with about 30 Roles, 100 Groups/Queues and a lot of different users, including 1st, 2nd and 3rd level customer support. I don't necessarily see any obvious flaws in your system - except reps will need rw rights to move tickets out of the rep queues anyway. I'd always recommend giving agents full access to the queues they are working in. If you want to prevent them from, say closing tickets, you can use ticket ACLs to prevent any closing tickets in those queues and remove the close button (example to be found here: http://faq.otrs.org/otrs/public.pl?Action=PublicFAQItemID=68). It's also practical to give the agents read access to the queues they have 'move into' rights - if just they will be able to see if a certain customer already has an open ticket and it's state if he calls for the second time. On the long run you might think of working with roles, so you have a better overview. That could be like: Group G_Support_1 - Queue Q_Support_1 Group G_Support_2 - Queue Q_Support_2 Group G_Eskalation - Queue Q_Eskalation Role R_Rep Group G_Support_1 rw Group G_Support_2 rw Group G_Eskalation move_into/ro Role R_Manager Group G_Eskalation rw Reps get R_Rep and Manager get R_Rep + R_Man and so on. Hope that helped! Greets, Daniel Project Manager CS/Service Development Jamba! GmbH -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of James Whitwell Sent: Mittwoch, 14. November 2007 08:51 To: otrs@otrs.org Subject: [otrs] new user question about users, queues, groups, and roles Hi, We've just started using OTRS for managing our customer-facing email addresses, and I'm having a bit of trouble getting my head around how best to set up our queues, groups, users, roles, etc to suit our needs. We have two levels of customer service people, reps and managers, and two sets of queues for them (call them support for the cs reps, and escalations for tickets that should be escalated to managers). We'd like to set up the support queue so that cs reps can read and answer emails, and create new tickets, and set the escalations queue so that reps can move tickets into it, but otherwise have no access (including read). Managers should have full r/w access to both queues. The way I tried to do it was to have two groups, reps and managers. The support queue is owned by the reps group, and the escalations queue is owned by the managers group. Users who are reps have ro and create permission in reps, and move_into permission in managers, and users who are managers have rw for both groups. After I'd done this, however, reps couldn't see any tickets in the support queue until I gave them rw access to the reps group, and they couldn't move any tickets into the escalations group at all. So I think I've followed a logical path to configure things, but it's not working, so is there anything obviously wrong with my setup? Thanks for any help, 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 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] Costumize PDF output
Hi, is it possible to customize the PDF output of the generated PDF files? I want to get rid of the gray background or to set it to a different color. OTRS Version: 2.2.3 -- Stefan ___ 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] Time Related Problem
Hi, Iam new to OTRS.I have installed and configured OTRS windows version. Our OTRS have Customerusers from our country as well as from our office in the second country.OTRS is installed in first country.Two countries have a time differnce of more than 4 hour.The problem for me is that if a complaint is posted from the second country, and when the agent in the first country looks at the ticket,the ticket creation time is displayed in first countrys time ,where agent works.For me the ticket's time need to be displayed in second countrys time where customer user works. Time taken for all the following proceudres should be calculated based on customerusers country's time.How can i solve this.Also i there any variables or useable options from where i can get the ticket resolution time.___ 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] How is logo changed on Customer.pl?
-- Thank you, Jim Romano DataForceCRM.com 214-717-5508 For customer support visit http://www.dataforcecrm.com for Wiki, Forums, Live Chat, Documentation [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] How is logo changed on Customer.pl?
Hello Jim, depending on which design you're using, look at $OTRS_HOME/Kernel/Output/HTML/$YOURDESIGN/CustomerHeader.dtl where $YOURDESIGN is Standard, I guess. Here you can put in an img-Tag pointing to your logo, which should be placed in $OTRS_HOME/var/httpd/htdocs/images and linked as img src=../otrs-web/images/$YOURLOGO border=0 Hth EDV Tekomedia Markus Nagel Tekomedia GmbH Castroper Str.12 D-44791 Bochum T: +49 (0)234 8939-0 F: +49 (0)234 8939-28 --- Tekomedia GmbH Castroper Str. 12, 44791 Bochum Reg.-gericht Bochum HRB 6537 St.- Nr.: 306 5867 0873 Geschäftsführung: Hans-Günter Oberlindober DataForce CRM schrieb: ___ 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] remove system messages in history in ticket view
Below, you can see the system (email-external) and system (email-notification-ext) entries in the ticket history. I found this confusing for the customers. I try to turn them off. So that the tree show only customer's and agent's messages and not the system's messages. But I still want to receive the notification emails. I can't find any way to configure this. Any idea? Zoom Ticket : 1000172 Age: 6 minutes Print Created: 10/15/2007 |-- customer (webrequest) 10/15/2007 15:41:52 |--customer (webrequest) 10/15/2007 15:42:37 |--system (email-external) 10/15/2007 15:42:37 |-- system (email-notification-ext) 10/15/2007 15:42:39 -- From: Callcenter OpenOffice.org To: [EMAIL PROTECTED] Subject: Re: [Ticket 1000172] New State open! *** THIS IS JUST A NOTE *** -- _/|\_ Samphan Raruenrom. Open Source Development Co., Ltd. Tel: +66 38 311816, Fax: +66 38 773128, http://www.osdev.co.th/ ___ 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] Patching OTRS (LDAP Company)
I have a problem with my Active Directory configuration, the users' groups only appear in their distinguishedName attribute. I want to patch OTRS so that I can use the distinguishedName for the CustomerID value, however I want to use a substring inside the user's distinguishedName. For example the DN for a user is: CN=(name),OU=(group),DC=(...),DC=(...) I want to grab the OU section from that string. I'm wondering where I would make such a patch inside OTRS..? I can't seem to find where I would do this. I know perl so really I am just looking for the location of where this attribute gets retrieved/set. Thanks..! Greg ___ 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] Custom Reporting
Does anyone know how I can write some custom reports for OTRS, we have implemented it here at work, and I must say I am highly impressed with it so far, I just need to write some custom reports for the management staff, does anyone know of a document that I could look at or a website tut or something along those lines ? Kind Regards -- Marc Hultquist Network Administrator Destiny Electronic Commerce (Pty) Ltd Tel: +27 11 695 5500 Fax: +27 11 312 1246 E-Mail: [EMAIL PROTECTED] Web: http://www.e-destiny.co.za Perfection is achieved, not when there is nothing more to add, but when there is nothing left to take away ! ___ 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] Patching OTRS (LDAP Company)
I hate replying to my own message, but nevermind about this.. I found the spot I had to edit (CustomerUser/LDAP.pm around line 510 or so)... Just a simple $Value =~ s///; did what I needed.. Sorry. Greg -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Baker, Greg Sent: Wednesday, November 14, 2007 9:50 AM To: otrs@otrs.org Subject: [otrs] Patching OTRS (LDAP Company) I have a problem with my Active Directory configuration, the users' groups only appear in their distinguishedName attribute. I want to patch OTRS so that I can use the distinguishedName for the CustomerID value, however I want to use a substring inside the user's distinguishedName. For example the DN for a user is: CN=(name),OU=(group),DC=(...),DC=(...) I want to grab the OU section from that string. I'm wondering where I would make such a patch inside OTRS..? I can't seem to find where I would do this. I know perl so really I am just looking for the location of where this attribute gets retrieved/set. Thanks..! Greg ___ 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] Counting responses used
Hi Gabriele, Thanks so much for your reply! I actually do mean response, like in the table standard_response. Basically I want to count how many times we've used each standard_response (by standard response name) in all of the e-mails we've ever sent externally. Unfortunately all attempts I've made to link the name of the standard response to outgoing messages have failed. If there is any further help you can provide, I would be so very grateful! Thanks! Tabitha Date: Mon, 12 Nov 2007 19:37:17 +0100 From: Gabriele D'Andrea [EMAIL PROTECTED] Subject: Re: [otrs] Counting responses used To: User questions and discussions about OTRS.org otrs@otrs.org Message-ID: [EMAIL PROTECTED] Content-Type: text/plain; format=flowed; charset=iso-8859-1; reply-type=original I think you mean the artcile type: in table ARTICLE , the filed ARTICLE_TYPE_ID refers to the table ARTICLE_TYPE, where are stored the article names (e.g. email-external, which is the article type you are looking for, is referred to ID 1) Always refer to the database structure published in ftp://ftp2.otrs.org/pub/otrs/misc/otrs-2.0-database.png Bye Gabriele - Original Message - From: Tabitha Stang [EMAIL PROTECTED] To: otrs@otrs.org Sent: Thursday, November 08, 2007 11:45 AM Subject: Re: [otrs] Counting responses used Hi Gabriele, Thanks so much for this! Unfortunately it doesn't seem possible to actually find out the name of the response used for an article sent by an agent, or am I somehow misunderstanding the tables? Thanks again! Tabitha = Date: Wed, 7 Nov 2007 14:56:42 +0100 From: Gabriele D'Andrea [EMAIL PROTECTED] Subject: Re: [otrs] Counting responses used To: User questions and discussions about OTRS.org otrs@otrs.org You have got to query the database directly to do this. First you got to understand the database structure Take a look at ftp://ftp2.otrs.org/pub/otrs/misc/otrs-2.0-database.png As a quick suggestion, you could point attention to the article table: here you find the different notes, replies etc. that compose a ticket, in the same table, the a_to filed contains the addressee of your replies. Hope this helps Gabriele - Original Message - From: Tabitha Stang To: 'User questions and discussions about OTRS.org' Sent: Wednesday, November 07, 2007 2:11 PM Subject: [otrs] Counting responses used Hi, My company would like to see how many incoming contacts we answer with each of our responses. I don't see this possibility under Stats or Search. Does anyone have a solution or a good workaround for this? Thanks so much! Tabitha Stang -- ___ 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/ -- next part -- An HTML attachment was scrubbed... URL: http://lists.otrs.org/pipermail/otrs/attachments/20071107/0ddc0ad6/attachmen t-0001.html -- Message: 4 Date: Wed, 07 Nov 2007 15:05:02 +0100 From: Daniele [EMAIL PROTECTED] Subject: [otrs] two problems with LDAP authentication To: otrs@otrs.org Message-ID: [EMAIL PROTECTED] Content-Type: text/plain; charset=UTF-8; format=flowed I updated otrs from 2.0.4 to 2.2.3 yesterday on my debian server. I didn't change the db. I am still using the previous installation mySQL db. Today, if I use internal DB authentication I can get inside my OTRS as admin and all is fine. But, if I change my kernel/config.pm to use LDAP authentication, I get the following two problems. 1st. I no longer can get in as DB admin, I MUST use a different admin account from MS AD. 2nd. I no longer can get/see the edit field to enter user names on the left side of the [ User Management ] area of the admin [ User ] section Can someone help me, please? Thank you in advance. Daniele -- Message: 5 Date: Wed, 07 Nov 2007 10:07:34 -0500 From: Andy Lubel [EMAIL PROTECTED] Subject: Re: [otrs] Installing on a shared hosted server To: User questions and discussions about OTRS.org otrs@otrs.org Message-ID: [EMAIL PROTECTED] Content-Type: text/plain; charset=us-ascii Not possible. Good news though, 90% of web hosting companies (I use joyent/textdrive) give shell access, and tons of other useful services for 15$ a month. Only problem is you better hope that they have all the little perl modules installed :) Ideal situation is to get some type of virtual host. Theses types of virtualized offerings are getting cheaper all the time. -Andy On 11/7/07 2:04 AM, Nishen Naidu [EMAIL PROTECTED] wrote: Hi, Is it possible to install OTRS on a shared
[otrs] Can otrs capture an incoming email and create a queue item?
I am a newby but learn fast. the email section is confusing .how do I set up an the tool to capture emails? meaning our customers send an email to [EMAIL PROTECTED] and the email causes a record in OTRS? I control the company mailserver. -- Thank you, Jim Romano DataForceCRM.com 214-717-5508 For customer support visit http://www.dataforcecrm.com for Wiki, Forums, Live Chat, Documentation [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] error Module KernelModules not found
Install the faq module. http://faq.otrs.org/otrs/public.pl?Action=PublicFAQCategoryID=33ItemID=250 HTH, /EasyButton On 11/13/07 4:15 PM, DataForce CRM [EMAIL PROTECTED] wrote: hi got otrs loaded fine except for the faq and public.pl please tell me how tofix. thnks Please contact your admin Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Fri Sep 28 22:35:33 2007 Message: Module 'Kernel::Modules::' not found! Traceback (6454): Module: Kernel::System::Web::InterfacePublic::Run (v1.12) Line: 184 Module: /opt/otrs/bin/cgi-bin/public.pl (v1.3) Line: 47 -- ___ 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 otrs capture an incoming email and create a queue item?
Learn fast by reading the documentation. 1 word: postmasterpop3 /MagicBullet On 11/14/07 10:40 AM, DataForce CRM [EMAIL PROTECTED] wrote: I am a newby but learn fast. the email section is confusing .how do I set up an the tool to capture emails? meaning our customers send an email to [EMAIL PROTECTED] and the email causes a record in OTRS? I control the company mailserver. -- ___ 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] Creating a new user agent (Postgres, Mac OSX)
Hi Andy, I have finally succeeded in running OTRS on Leopard and adding users. I love it!!! Had to customize several settings in Config.pm and also turn off the dns check for email addresses. Thanks for looking into this. - Manoj On Nov 9, 2007, at 10:23 AM, Andy Lubel wrote: Im still having a HELL of a time getting the built in perl to CPAN me up some needed OTRS modules. Just got approval for testing with a userland perl (activeperl). Should have that done today and I will hopefully not get the same problem as you so we can say you did something wrong :) That would really stink if OTRS just didn't work in Leopard.. -Andy On 11/8/07 8:38 PM, Manoj Patwardhan [EMAIL PROTECTED] wrote: Hi Andy, FWIW, I tried the installation with MySQL and get the same error as I did before with Postgres. Just cannot create a user agent. Thanks, Manoj On Nov 6, 2007, at 10:21 AM, Andy Lubel wrote: Yeah, I'm still PPC here and its a little different than the intel perl I suspect. xservedev:~ root# perl --version This is perl, v5.8.8 built for darwin-thread-multi-2level What's yours say? On 11/6/07 10:18 AM, Manoj Patwardhan [EMAIL PROTECTED] wrote: Can you give me any insight into how you installed the needed modules or did you upgrade your OSX to a later version without erasing the disk? It was a clean install of Leopard (after erasing the disk). To install the modules I used the CPAN shell running as root. It just worked first shot. Im having a hell of a time just installing Date::Pcalc.. What architecture are you on, PPC or Intel? Intel. - Manoj On 11/6/07 8:52 AM, Manoj Patwardhan [EMAIL PROTECTED] wrote: Hi Andy, Here's the result of my running otrs.checkmodules: CGI ... ok Date::Pcalc ... ok Date::Format ... ok DBI ... ok DBD::mysql ... not installed! (required - use perl - MCPAN - e shell;) Digest::MD5 ... ok Crypt::PasswdMD5 ... ok LWP::UserAgent ... ok IO::Scalar ... ok IO::Wrap ... ok MIME::Base64 ... ok MIME::Tools ... ok Mail::Internet ... ok Net::DNS ... ok Net::POP3 ... ok Net::LDAP ... ok Net::SMTP ... ok Authen::SASL ... ok GD ... ok GD::Text ... ok GD::Graph ... ok GD::Graph::lines ... ok GD::Text::Align ... ok XML::Parser ... ok PDF::API2 ... ok Compress::Zlib ... ok Note that I am using Postgres so I shouldn't really need DBD::mysql. Thanks, - Manoj On Nov 5, 2007, at 5:48 PM, Andy Lubel wrote: Wow, this is proving annoying to do.. Taking more effort than I expected, the perl installed is multi-threaded Can you paste your otrs.checkmodules? This is mine: CGI ... ok Date::Pcalc ... not installed! Date::Format ... not installed! DBI ... ok DBD::mysql ... not installed! Digest::MD5 ... ok Crypt::PasswdMD5 ... not installed! LWP::UserAgent ... ok IO::Scalar ... ok IO::Wrap ... ok MIME::Base64 ... ok MIME::Tools ... ok Mail::Internet ... ok Net::DNS ... version 0.60 is not useable with OTRS. Please use an older or an newer one. Net::POP3 ... ok Net::LDAP ... ok Net::SMTP ... ok Authen::SASL ... ok GD ... not installed! (for stats - not required) GD::Text ... not installed! (for stats - not required) GD::Graph ... not installed! (for stats - not required) GD::Graph::lines ... not installed! (for stats - not required) GD::Text::Align ... not installed! (for stats - not required) XML::Parser ... ok PDF::API2 ... not installed! (for PDF output - not required) Compress::Zlib ... ok UGH. Well good news is I have a support contract, where they say they support OS X. -Andy On 11/4/07 11:00 AM, Manoj Patwardhan [EMAIL PROTECTED] wrote: Thanks Andy! Your help is greatly appreciated. - Manoj Patwardhan On Nov 4, 2007, at 10:53 AM, Andy Lubel wrote: dude, leopard has been out for a week.. us experts havent had a chance to test yet, although it should work. major difference that i can think of being apache. ill be running through an install on my dev environment with leopard and will try to replicate your issue. only thing is i use mysql instead of postgress. -Andy Lubel -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Manoj Patwardhan Sent: Sunday, November 04, 2007 9:40 AM To: otrs@otrs.org Subject: [otrs] Creating a new user agent (Postgres, Mac OSX) I downloaded OTRS 2.2.3 to install on Mac OS 10.5 (Leopard) and want to use Postgres as the back end. I followed instructions and was able to eventually log in as [EMAIL PROTECTED] and create groups and roles. However, when I try to create a new user agent, nothing happens. I looked at the Apache (2.2) error log and the message I see is the following: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: darwin Time: Sun Nov 4
[otrs] Queues and Companies
Just wondering, is it possible to display queues according to customer companies? My queues are set up with the exact same names as the users' companies. It would be great if when a user entered a ticket it automatically went into the associated queue. I know a similar thing can be done with groups, but since a company is not a group I'm wondering if it can be done with companies. Greg ___ 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] Creating a new user agent (Postgres, Mac OSX)
Hmm ok good to know it was you and not leopard. Now I think your problem on the check email address must have to do with NET::DNS module, possible incompatible. Luckily I am going a different route for this incantation of OTRS, using ActivePerl rather than built in perl.. After I overcame the VHOST bug in serveradmin (name based hosting broken by default), I'm now going forward.. I'll let you know if I can do those things with activestates perl rather than leopards.. Should be done soon! Good news nonetheless! -Andy On 11/14/07 7:03 AM, Manoj Patwardhan [EMAIL PROTECTED] wrote: Hi Andy, I have finally succeeded in running OTRS on Leopard and adding users. I love it!!! Had to customize several settings in Config.pm and also turn off the dns check for email addresses. Thanks for looking into this. - Manoj On Nov 9, 2007, at 10:23 AM, Andy Lubel wrote: Im still having a HELL of a time getting the built in perl to CPAN me up some needed OTRS modules. Just got approval for testing with a userland perl (activeperl). Should have that done today and I will hopefully not get the same problem as you so we can say you did something wrong :) That would really stink if OTRS just didn't work in Leopard.. -Andy On 11/8/07 8:38 PM, Manoj Patwardhan [EMAIL PROTECTED] wrote: Hi Andy, FWIW, I tried the installation with MySQL and get the same error as I did before with Postgres. Just cannot create a user agent. Thanks, Manoj On Nov 6, 2007, at 10:21 AM, Andy Lubel wrote: Yeah, I'm still PPC here and its a little different than the intel perl I suspect. xservedev:~ root# perl --version This is perl, v5.8.8 built for darwin-thread-multi-2level What's yours say? On 11/6/07 10:18 AM, Manoj Patwardhan [EMAIL PROTECTED] wrote: Can you give me any insight into how you installed the needed modules or did you upgrade your OSX to a later version without erasing the disk? It was a clean install of Leopard (after erasing the disk). To install the modules I used the CPAN shell running as root. It just worked first shot. Im having a hell of a time just installing Date::Pcalc.. What architecture are you on, PPC or Intel? Intel. - Manoj On 11/6/07 8:52 AM, Manoj Patwardhan [EMAIL PROTECTED] wrote: Hi Andy, Here's the result of my running otrs.checkmodules: CGI ... ok Date::Pcalc ... ok Date::Format ... ok DBI ... ok DBD::mysql ... not installed! (required - use perl - MCPAN - e shell;) Digest::MD5 ... ok Crypt::PasswdMD5 ... ok LWP::UserAgent ... ok IO::Scalar ... ok IO::Wrap ... ok MIME::Base64 ... ok MIME::Tools ... ok Mail::Internet ... ok Net::DNS ... ok Net::POP3 ... ok Net::LDAP ... ok Net::SMTP ... ok Authen::SASL ... ok GD ... ok GD::Text ... ok GD::Graph ... ok GD::Graph::lines ... ok GD::Text::Align ... ok XML::Parser ... ok PDF::API2 ... ok Compress::Zlib ... ok Note that I am using Postgres so I shouldn't really need DBD::mysql. Thanks, - Manoj On Nov 5, 2007, at 5:48 PM, Andy Lubel wrote: Wow, this is proving annoying to do.. Taking more effort than I expected, the perl installed is multi-threaded Can you paste your otrs.checkmodules? This is mine: CGI ... ok Date::Pcalc ... not installed! Date::Format ... not installed! DBI ... ok DBD::mysql ... not installed! Digest::MD5 ... ok Crypt::PasswdMD5 ... not installed! LWP::UserAgent ... ok IO::Scalar ... ok IO::Wrap ... ok MIME::Base64 ... ok MIME::Tools ... ok Mail::Internet ... ok Net::DNS ... version 0.60 is not useable with OTRS. Please use an older or an newer one. Net::POP3 ... ok Net::LDAP ... ok Net::SMTP ... ok Authen::SASL ... ok GD ... not installed! (for stats - not required) GD::Text ... not installed! (for stats - not required) GD::Graph ... not installed! (for stats - not required) GD::Graph::lines ... not installed! (for stats - not required) GD::Text::Align ... not installed! (for stats - not required) XML::Parser ... ok PDF::API2 ... not installed! (for PDF output - not required) Compress::Zlib ... ok UGH. Well good news is I have a support contract, where they say they support OS X. -Andy On 11/4/07 11:00 AM, Manoj Patwardhan [EMAIL PROTECTED] wrote: Thanks Andy! Your help is greatly appreciated. - Manoj Patwardhan On Nov 4, 2007, at 10:53 AM, Andy Lubel wrote: dude, leopard has been out for a week.. us experts havent had a chance to test yet, although it should work. major difference that i can think of being apache. ill be running through an install on my dev environment with leopard and will try
Re: [otrs] Can otrs capture an incoming email and create a queue item?
Andy Lubel írta: Learn fast by reading the documentation. LOL :) 1 word: postmasterpop3 /MagicBullet On 11/14/07 10:40 AM, DataForce CRM [EMAIL PROTECTED] wrote: I am a newby but learn fast. the email section is confusing .how do I set up an the tool to capture emails? meaning our customers send an email to [EMAIL PROTECTED] and the email causes a record in OTRS? I control the company mailserver. ___ 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] critical issue
For the priority question, take a look at the manual, Chapter 11. Modifying ticket priorities http://doc.otrs.org/2.1/en/html/c1668.html Gabriele - Original Message - From: Mujtaba Karim To: otrs@otrs.org Sent: Wednesday, November 14, 2007 6:00 AM Subject: [otrs] critical issue HI I need the following update for OTRS The attachments which I receive can I have their size extended? Also my question with this is that when I download attachment there is no extension of the file and I don't know if it's a video or a text. Second issue is I need to change the priority system right now 4 is being high what I need is a reverse as in 4 being low and 1 being high how do I do that ? Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: [EMAIL PROTECTED] www.pixsense.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 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] Question about emails from agents
Well, that's not because of the new filters. At the moment, I have these filters configured too, and when an agent subimts a follow-up by mail, the customer always get replied. Obviously, I'm talking about follow-ups (replies to existing tickets). In case of new tickets (the agent open a new ticket by mail on behalf of the customer), the customer can't be notified cause the ticket it's not yet assigned to him. Gabriele - Original Message - From: Ignacio Sbampato [EMAIL PROTECTED] To: User questions and discussions about OTRS.org otrs@otrs.org Sent: Monday, November 12, 2007 11:51 PM Subject: Re: [otrs] Question about emails from agents Thanks Gabriele. That helped! After doing that in the PostMaster Filter, it recognize the email addresses coming from our domain as agents, but it doesn't let the customer knows. Is that common? Can it be done? My goal is to get some remote agents being able to send answers through email without checking the web interface, and customers receiving that at their mailboxes as well. Can you help me with that? Thanks in advance! Gabriele D'Andrea escribió: I configured a PostMaster Filter in order to do that: for every mail coming from our domain, I set the headers X-OTRS-SenderType and X-OTRS-FollowUp-SenderType to the value Agent Bye Gabriele - Original Message - From: Ignacio Sbampato [EMAIL PROTECTED] To: otrs@otrs.org Sent: Saturday, November 10, 2007 5:24 PM Subject: [otrs] Question about emails from agents Hi guys, this is my first email to the list, and i'll really appreciate your help. We've been using OTRS for some time for internal help desk, and i want to know if it's possible to make the system recognize when an email is coming from an agent, so this one doesn't has to login to the system and that way we can answer tickets from our email client. Is that or something similar possible with OTRS? Could you tell me why? We tried some different setups, but any email that's sent to the email address associated to OTRS is recognized as from the customer, no matter which is the sender address. Thanks in advance! Ignacio ___ 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 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] Configuring System Auth LDAP after install
Hi, I installed OTRS a couple of weeks ago using it's internal MySQL authentication. I've just been asked to change this to use the Windows 2003 AD server (via LDAP I assume). I currently only have two user accounts (other than [EMAIL PROTECTED]) in OTRS. I've looked through OTRS documents but can't really find how to now change from the MySQL auth to LDAP auth. I also don't want to re-install OTRS. Can someone point me in the right direction for where I can find howto's or wiki information about how to convert from mysql auth to Windows AD auth (via LDAP). Thanks. Michael. ___ 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] Anpassen der PDF Ausgabe
Hallo, beim drucken von Tickets wird die PDF-Ausgabe von den einzelnen Beiträgen im Ticket mit einem grauen Hintergrund dargestellt … wenn man die Ausgabe wirklich drucken will ist das für den Toner- / Tintenverbrauch nicht ganz otimal kann man bei der PDF-Ausgabe den Hintergrund anpassen? OTRS Version 2.2.3 - Fedora Core 6 -- stefan ___ 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] Update von 2.2.1 auf 2.2.4
Hallo, ich versuche unser System (SLES10) von 2.2.1 auf 2.2.4 upzudaten. DB-Tabellstruktur habe ich erfolgreich angepasst. Wie passe ich das SUSE-RPM Paket an, das das Update nach /usr1/otrs installiert wird? Die Standardinstallation verläuft ja nach /etc/otrs. Welche Schritte sind ansonsten notwendig damit es wieder läuft? Dokumentation und Maillisten liefern keine Hilfe. :-( Gruss Frank ___ 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] OTRS 2.2.4 / IIS
Hallo zusammen, Ich habe den Task erhalten für unser Unternehmen ein Ticket System zu Implementieren und dabei bin ich auf OTRS gekommen, diesbezüglich meine Frage besteht die Möglichkeit das ganze sauber im IIS einzubinden und falls ja eventuell eine aussagekräftige Anleitung dazu. Und noch viel wichtiger wie sind so die Erfahrungen mit dem OTRS unter IIS. Danke für die Unterstützung Mit freundlichen Grüßen / Best Regards Denis Dube Network Engineer ___ 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] Wegsichern von veralteten Tickets?
Hallo Liste, Aufgrund des Datenbankumfanges überlegen wir nun, wie wir Tickets mit einem bestimmten Alter so wegsichern können, daß wir diese auch wieder importieren können? Hat da vielleicht schon mal jemand das passende SQL-Script verfasst, oder etwas anderes zu gefunden? Beispiel: Alle Tickets die vor mehr als 2 Jahren geschlossen wurden sollen aus der Datenbank gelöscht werden und in eine Sicherungsdatei eingefügt werden. Diese Sicherungsdatei muß wiederum in ein OTRS wieder importierbar sein...? Neugierige Grüße, Florian ___ 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] Wegsichern von veralteten Tickets?
Wieso wegsichern? Die Tickets nehmen doch kaum Platz in der DB ein. Das meiste Volumen kommt durch die einzelnen Anhänge zusammen und die Anhängen kann man doch im File-System zwischen speichen. Um die Tickets auf der DB zu archivieren würde ich mal zu einem Tool wie My Sql-Yog greifen. Damit lassen sich DB zusammenführen bzw. synchronisieren. Ein entsprechendes select + dele ließe sich damit problemlos erstellen. Gruss Frank Ursprüngliche Nachricht- Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Rustedt, Florian Gesendet: Mittwoch, 14. November 2007 11:46 An: otrs-de@otrs.org Betreff: [otrs-de] Wegsichern von veralteten Tickets? Hallo Liste, Aufgrund des Datenbankumfanges überlegen wir nun, wie wir Tickets mit einem bestimmten Alter so wegsichern können, daß wir diese auch wieder importieren können? Hat da vielleicht schon mal jemand das passende SQL-Script verfasst, oder etwas anderes zu gefunden? Beispiel: Alle Tickets die vor mehr als 2 Jahren geschlossen wurden sollen aus der Datenbank gelöscht werden und in eine Sicherungsdatei eingefügt werden. Diese Sicherungsdatei muß wiederum in ein OTRS wieder importierbar sein...? Neugierige Grüße, Florian ___ 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/
Re: [otrs-de] Anpassen der PDF Ausgabe
-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1
Hallo Stefan,
Kulcsar, Stefan schrieb:
beim drucken von Tickets wird die PDF-Ausgabe von den einzelnen Beiträgen im
Ticket mit einem grauen Hintergrund dargestellt … wenn man die Ausgabe
wirklich drucken will ist das für den Toner- / Tintenverbrauch nicht ganz
otimal
kann man bei der PDF-Ausgabe den Hintergrund anpassen?
ja - kann man: In den nachfolgend genannten Dateien findest Du sowas in
der Art wie
$TableParam{BackgroundColorEven} = '#AA';
$TableParam{BackgroundColorOdd} = '#DD';
Diese Werte musst Du anpassen um etwas weniger Farbe zu verplempern :).
./Kernel/Modules/AgentStats.pm
./Kernel/Modules/AgentTicketPrint.pm
./Kernel/Modules/AgentTicketSearch.pm
./Kernel/Modules/CustomerTicketPrint.pm
./Kernel/System/PDF.pm
viele Gruesse, 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
personal pgp-key: 0x93E0A174
fax: +49 371 5347 625
http://www.cape-it.de
-BEGIN PGP SIGNATURE-
Version: GnuPG v1.4.6 (GNU/Linux)
iD8DBQFHOxMavXo8m5PgoXQRApvJAJwJe+6KcCJXAKr8TyyqkDKgWJb7GwCeL575
SOfNsIcA7cu44SgfHkvcGlg=
=Slc6
-END PGP SIGNATURE-
___
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] Anhang in Antworten
Hallo! Ich bin zwar selbst OTRS-Newbie und kann Dir wahrscheinlich kaum helfen, aber für die Profis auf dieser Liste wäre es wahrscheinlich sinnvoll, wenn Du OTRS-Version und Betriebssystem angibst. Außerdem können Anhänge in OTRS entweder im Filesystem oder in einer Datenbank hinterlegt werden (glaube ich). Welche Variante benutzt Du? -paul Kulcsar, Stefan schrieb: Hallo, ich versuche eine Antwort mit einem Anhang (PDF-Dokument 164kBytes) anzulegen. Wenn ich diese Antwort in einer Queue benutze ist der Anhang 10Bytes Gross … auf alle Fälle kann ich es mit meinem PDF Reader nicht öffnen. Was mach ich falsch? ___ 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] POP3 - automatische Abholung
...Port 110 ist der Standard-POP3-Port (ohne SSL). Den brauchst Du eigentlich nicht mit angeben - lass' ihn einfach weg und starte das Skript OTRS_HOME/bin/PostMasterPOP3.pl manuell um zu pruefen ob es ueberhaupt funktioniert. OK, das funktioniert. Die Mails führen zu neuen Tickets in der gewünschten Queue. Wie kriege ich das OTRS nun zur automatischen eMail-Abholung? Danke Rene ___ 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] POP3 - automatische Abholung
Du findest im OTRS Verzeichnis die Cronjobs, installiere diese auf Deinem System. Das ist auch sehr gut im OTRS HAndbuch im Instllationsabschnitt beschrieben. Gruß Krywult Rene Alexander schrieb: ...Port 110 ist der Standard-POP3-Port (ohne SSL). Den brauchst Du eigentlich nicht mit angeben - lass' ihn einfach weg und starte das Skript OTRS_HOME/bin/PostMasterPOP3.pl manuell um zu pruefen ob es ueberhaupt funktioniert. OK, das funktioniert. Die Mails führen zu neuen Tickets in der gewünschten Queue. Wie kriege ich das OTRS nun zur automatischen eMail-Abholung? Danke Rene ___ 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/ -- Methfessel Computers Zieglerstr. 25a, 65191 Wiesbaden Geschäftsführender Inhaber: Oliver Methfessel http://www.methfessel-computers.de [EMAIL PROTECTED] Tel: +49(0)611 5328735 Fax: +49(0)611 5328512 Support per: IRC-Chat: #MC @ irc.whf-chat.de Ticket: https://intern.methfessel-computers.de Forum:http://forum.methfessel-computers.de Telefon: 0900-5805470-760 (0,99 EUR / Minute) ___ 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/
