RE: [otrs] Feature Question
Do you use mysql 5? Regards, Peter Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Damian Williams Verzonden: maandag 11 februari 2008 17:09 Aan: 'User questions and discussions about OTRS.org' Onderwerp: RE: [otrs] Feature Question Thanks for that Problem is that the Generic Agent appears to run tasks at specific times rather than in bands of time. Peter's suggestion of doing it from outside OTRS sounds interesting but a bit beyond my abilities. Could you set a script to run every 5 min and change the owner of the ticket to a specific person depending on what time of day it was? Damian From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Peter van Beugen Sent: 11 February 2008 11:23 To: User questions and discussions about OTRS.org Subject: RE: [otrs] Feature Question I think a few GenericAgent job will do the trick for you You can also do it outside OTRS with a MySQL trigger (from mysql 5.x) I think the only value you have to change is the queue_id in the ticket table. I did this a few times manually (had to move a bunch of tickets to another queue) and it did the trick for me. When you move a ticket to another queue in OTRS, this is what happens. It is quicker then a GenericAgent job and much less system overhead, but it requires better maintenance and documentation. Regards, Peter Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Damian Williams Verzonden: zondag 10 februari 2008 23:55 Aan: otrs@otrs.org Onderwerp: [otrs] Feature Question Hi Everyone Sorry to lower the tone and ask a really simple question but I have looked for the answer and can't find it. I want a ticket system that will allow me to allocate new tickets to different staff members based on a timetable (so Monday morning it goes to Staff1, afternoon to Staff2, every night to Staff3 etc). Staff members need to be notified of new tickets and I'd still want further escalation if a query isn't answered within a set time. Will OTRS do this? I have looked at loads of commercial options and open source and not found anything that can do it. Would be nice to have a reasonably easy to use interface for changing the 'timetable'. Thanks Damian image002.gif___ 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] OTRS - Active Directory
Hi.
I have a problem; I cant configure OTRS to authenticate whit Active
Directory, I was configuring and I cannot log me in the system whit AD.
I have that questions:
I should configure each agent in the database after to try configure the
Active Directory?, if yes(whit password?)
I have the next info
User Administrator in AD: adminotrs à in the Users folder
Server: serverdemo
Domain : demo.com
that is my config.pm,
$Self-{'AuthModule'} = 'Kernel::System::Auth::LDAP';
$Self-{'AuthModule::LDAP::Host'} = 'serverdemo. demo.com';
$Self-{'AuthModule::LDAP::BaseDN'} = 'ou=Users, dc=demo, dc=com';
$Self-{'AuthModule::LDAP::UID'} = 'sAMAccountName';
$Self-{'AuthModule::LDAP::SearchUserDN'} = 'cn=adminotrs, ou=Users,
dc=demo, dc=com';
$Self-{'AuthModule::LDAP::SearchUserPw'} = 'adminpsw';
Do I need another configuration?
Or is bad my configuration?
Thanks
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RE: [otrs] Feature Question
Or you create the tickets in a General Staff queue and create 3 jobs and let : GenericAgent job 1 run every 10 minutes from 05h (?) till 12h and move the tickets to Staff 1 queue GenericAgent job 2 run every 10 minutes from 12h till 18h and move the tickets to Staff 2 queue GenericAgent job 3 run every 10 minutes form 18h till 05h and move the tickets to Staff 3 queue Regards, Peter -Oorspronkelijk bericht- Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Nils Breunese (Lemonbit) Verzonden: maandag 11 februari 2008 17:31 Aan: User questions and discussions about OTRS.org Onderwerp: Re: [otrs] Feature Question Damian Williams wrote: Problem is that the Generic Agent appears to run tasks at specific times rather than in bands of time. You could run the jobs when the shifts change. Any tickets left from the afternoon shift could be re-assigned to the evening staff at a particular time for instance. To automatically assign the tickets to agents based on the time of day you could use PostMaster filters: http://doc.otrs.org/2.2/en/html/x1269.html#email-receiving-filter 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 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] Multiple Customer::AuthModule?
Well, yes, sorry but I can't see what you are pointing at.
I entered in my config.pm file the exact lines everyone said it worked for
them, just to repeat here they are
$Self-{'AuthModule'} = 'Kernel::System::Auth::LDAP';
$Self-{'AuthModule::LDAP::Host'} = 'servername01';
$Self-{'AuthModule::LDAP::BaseDN'} = 'cn=servername01, ou=ou_l1,
ou=sub_ou, dc=somethingdomain, dc=somethingelse, dc=com';
$Self-{'AuthModule::LDAP::UID'} = 'sAMAccountName'; #what is this for
anyway!!!
$Self-{'AuthModule::LDAP::SearchUserDN'} = 'somethingdomain\name';
#notice that somethingdomain is the same as the first dc in thebasedn
$Self-{'AuthModule::LDAP::SearchUserPw'} = 'nontrivialpassword'
And OTRS do seem to notice them! since its removed the how-to get a new
password pard from the index page.
My best guess is that I am sending or have entered wrong values in those
parameters, my problem is OTRS doesn't confirm this!
For example for the parameter
$Self-{'AuthModule::LDAP::SearchUserDN'} = 'something'
i tried it with domain\usrname and with the username only, but OTRS doesn't
seem to indicate to me which one is wrong and which is right!
note that i did create two users inside otrs one with the domain\ as part of
the name and another without it
my best bet now is to learn more about Perl ldap support, and try to write
my own ldap perl script to just be sure about the correct parameter values
for the parameters in config.pm
On 2/8/08, Shawn Beasley [EMAIL PROTECTED] wrote:
Hi,
did you see this post?
Lars Jørgensen schrieb:
Hi.
We use LDAP for the majority of customers and a local OTRS DB for a few
customers not in AD.
I would like the non-AD users to be able to log in to OTRS and view
their tickets. Is it possible to define multiple Customer::AuthModules in
Config.pm? I tried to postfix them with numbers, like
$Self{'Customer::AuthModule1'} but that didn't work at all.
If I define multiple $Self{'Customer::AuthModule'} statements, only the
last one works. Predictably.
Try this:
http://faq.otrs.org/otrs/public.pl?Action=PublicFAQItemID=219
--
Shawn Beasley
((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg
Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18
http://www.otrs.com/ :: Communication with success!
Geschäftssitz: Bad Homburg
Amtsgericht Bad Homburg, HRB 10751
Steuernummer: 003/240/97521
Aufsichtsratsvorsitzender: Burchard Steinbild
Vorstandsvorsitzender: André Mindermann
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Re: [otrs] OTRS - Active Directory
try this
$Self-{'AuthModule::LDAP::Host'} = 'serverdemo';
instead of this
$Self-{'AuthModule::LDAP::Host'} = 'serverdemo. demo.com';
i.e remove the demo.com bit
On 2/11/08, Daniel Zamorano [EMAIL PROTECTED] wrote:
Hi.
I have a problem; I can't configure OTRS to authenticate whit Active
Directory, I was configuring and I cannot log me in the system whit AD.
I have that questions:
I should configure each agent in the database after to try configure the
Active Directory?, if yes(whit password?)
I have the next info
User Administrator in AD: adminotrs à in the Users folder
Server: serverdemo
Domain : demo.com
that is my config.pm,
$Self-{'AuthModule'} = 'Kernel::System::Auth::LDAP';
$Self-{'AuthModule::LDAP::Host'} = 'serverdemo. demo.com';
$Self-{'AuthModule::LDAP::BaseDN'} = 'ou=Users, dc=demo, dc=com';
$Self-{'AuthModule::LDAP::UID'} = 'sAMAccountName';
$Self-{'AuthModule::LDAP::SearchUserDN'} = 'cn=adminotrs, ou=Users,
dc=demo, dc=com';
$Self-{'AuthModule::LDAP::SearchUserPw'} = 'adminpsw';
Do I need another configuration?
Or is bad my configuration?
Thanks
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RE: [otrs] Feature Question
I think a few GenericAgent job will do the trick for you You can also do it outside OTRS with a MySQL trigger (from mysql 5.x) I think the only value you have to change is the queue_id in the ticket table. I did this a few times manually (had to move a bunch of tickets to another queue) and it did the trick for me. When you move a ticket to another queue in OTRS, this is what happens. It is quicker then a GenericAgent job and much less system overhead, but it requires better maintenance and documentation. Regards, Peter Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Damian Williams Verzonden: zondag 10 februari 2008 23:55 Aan: otrs@otrs.org Onderwerp: [otrs] Feature Question Hi Everyone Sorry to lower the tone and ask a really simple question but I have looked for the answer and can't find it. I want a ticket system that will allow me to allocate new tickets to different staff members based on a timetable (so Monday morning it goes to Staff1, afternoon to Staff2, every night to Staff3 etc). Staff members need to be notified of new tickets and I'd still want further escalation if a query isn't answered within a set time. Will OTRS do this? I have looked at loads of commercial options and open source and not found anything that can do it. Would be nice to have a reasonably easy to use interface for changing the 'timetable'. Thanks Damian image002.gif___ 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] Feature Question
Damian Williams wrote: Sorry to lower the tone and ask a really simple question but I have looked for the answer and can’t find it. I want a ticket system that will allow me to allocate new tickets to different staff members based on a timetable (so Monday morning it goes to Staff1, afternoon to Staff2, every night to Staff3 etc). Staff members need to be notified of new tickets and I’d still want further escalation if a query isn’t answered within a set time. Will OTRS do this? I have looked at loads of commercial options and open source and not found anything that can do it. Would be nice to have a reasonably easy to use interface for changing the ‘timetable’. You might be able to set up GenericAgent jobs that do this: http://doc.otrs.org/2.2/en/html/x1149.html 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/
Re: [otrs] Multiple Customer::AuthModule?
It WORKS!
I did read more about ldap and downloaded the windows xp systems tools so I
can toy with adsi edit , and eventually i figured things out
The lines I totally got wrong were
$Self-{'AuthModule::LDAP::BaseDN'} = 'cn=servername01, ou=ou_l1,
ou=sub_ou, dc=somethingdomain, dc=somethingelse, dc=com';
I previously entered the DN for the Active Directory server, and you should
enter the DN for the branch that contain the Users DN(s)
and
I also had this line wrong
$Self-{'AuthModule::LDAP::SearchUserDN'} = 'somethingdomain\name';
I previously entered the user name just as i entered it in the windows login
screen, and you should enter the DN for the user instead (just as the param
name implies :$)
I do recommend everyone interested in using AD with OTRS to down asdi edit
to figure out the DN for everything on his corporate AD, if you work for a
big company the tree can be huge and you might find it hard to find what you
want asdi edit does not have a search capability, sou you might need your
sys admin help to tip you on which branches contain the users etc
On 2/11/08, Ali M. [EMAIL PROTECTED] wrote:
Well, yes, sorry but I can't see what you are pointing at.
I entered in my config.pm file the exact lines everyone said it worked for
them, just to repeat here they are
$Self-{'AuthModule'} = 'Kernel::System::Auth::LDAP';
$Self-{'AuthModule::LDAP::Host'} = 'servername01';
$Self-{'AuthModule::LDAP::BaseDN'} = 'cn=servername01, ou=ou_l1,
ou=sub_ou, dc=somethingdomain, dc=somethingelse, dc=com';
$Self-{'AuthModule::LDAP::UID'} = 'sAMAccountName'; #what is this for
anyway!!!
$Self-{'AuthModule::LDAP::SearchUserDN'} = 'somethingdomain\name';
#notice that somethingdomain is the same as the first dc in thebasedn
$Self-{'AuthModule::LDAP::SearchUserPw'} = 'nontrivialpassword'
And OTRS do seem to notice them! since its removed the how-to get a new
password pard from the index page.
My best guess is that I am sending or have entered wrong values in those
parameters, my problem is OTRS doesn't confirm this!
For example for the parameter
$Self-{'AuthModule::LDAP::SearchUserDN'} = 'something'
i tried it with domain\usrname and with the username only, but OTRS
doesn't seem to indicate to me which one is wrong and which is right!
note that i did create two users inside otrs one with the domain\ as part
of the name and another without it
my best bet now is to learn more about Perl ldap support, and try to
write my own ldap perl script to just be sure about the correct parameter
values for the parameters in config.pm
On 2/8/08, Shawn Beasley [EMAIL PROTECTED] wrote:
Hi,
did you see this post?
Lars Jørgensen schrieb:
Hi.
We use LDAP for the majority of customers and a local OTRS DB for a
few customers not in AD.
I would like the non-AD users to be able to log in to OTRS and view
their tickets. Is it possible to define multiple Customer::AuthModules in
Config.pm http://config.pm/? I tried to postfix them with numbers,
like $Self{'Customer::AuthModule1'} but that didn't work at all.
If I define multiple $Self{'Customer::AuthModule'} statements, only
the last one works. Predictably.
Try this:
http://faq.otrs.org/otrs/public.pl?Action=PublicFAQItemID=219
--
Shawn Beasley
((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg
Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18
http://www.otrs.com/ :: Communication with success!
Geschäftssitz: Bad Homburg
Amtsgericht Bad Homburg, HRB 10751
Steuernummer: 003/240/97521
Aufsichtsratsvorsitzender: Burchard Steinbild
Vorstandsvorsitzender: André Mindermann
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Re: [otrs] Subjects of tickets in customer view
Nicole Britz wrote: today a customer complained that if he adds a new note via webinterface or mail to a ticket the name of the ticket changes to the subject line of the new note. I tested and found he is right. In the worst case you can have lots of tickets in your queue all called Note!. ;-) It's quite confusing to tell those tickets apart by the ticket number. Is there any possibility to have to initial ticket subject in the customer view instead of the subject line of the last note or mail? If not consider this mail either as bug report or feature request. ;-) I don't know if there is a setting. I like the current behavior though, as I can change the subject to a more descriptive subject when a customer sends a message that just has Problem! as the subject. Of course notes could have more descriptive subjects than Note! as well. You'll have to login to http://bugs.otrs.org/ if want to file bug report or feature request. Nils. ___ 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] Feature Question
Thanks for that Problem is that the Generic Agent appears to run tasks at specific times rather than in bands of time. Peter's suggestion of doing it from outside OTRS sounds interesting but a bit beyond my abilities. Could you set a script to run every 5 min and change the owner of the ticket to a specific person depending on what time of day it was? Damian From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Peter van Beugen Sent: 11 February 2008 11:23 To: User questions and discussions about OTRS.org Subject: RE: [otrs] Feature Question I think a few GenericAgent job will do the trick for you You can also do it outside OTRS with a MySQL trigger (from mysql 5.x) I think the only value you have to change is the queue_id in the ticket table. I did this a few times manually (had to move a bunch of tickets to another queue) and it did the trick for me. When you move a ticket to another queue in OTRS, this is what happens. It is quicker then a GenericAgent job and much less system overhead, but it requires better maintenance and documentation. Regards, Peter Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Damian Williams Verzonden: zondag 10 februari 2008 23:55 Aan: otrs@otrs.org Onderwerp: [otrs] Feature Question Hi Everyone Sorry to lower the tone and ask a really simple question but I have looked for the answer and can't find it. I want a ticket system that will allow me to allocate new tickets to different staff members based on a timetable (so Monday morning it goes to Staff1, afternoon to Staff2, every night to Staff3 etc). Staff members need to be notified of new tickets and I'd still want further escalation if a query isn't answered within a set time. Will OTRS do this? I have looked at loads of commercial options and open source and not found anything that can do it. Would be nice to have a reasonably easy to use interface for changing the 'timetable'. Thanks Damian image001.gif___ 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] Frage zur Suche
Hallo Liste, wir haben eine Frage zur Suchfunktion: Kunden kommen aus dem LDAP. Bei einem Config Item gibt es auch immer das Feld Besitzer. Dort suchen wir nach dem Namen eines Kunden/Besitzers und dieser wird dann in der folgenden Form übernommen: Loginkennung emailadresse Es scheint als würde dies dann so in dem Feld Besitzer abgespeichert. Bei einer Suche über dieses Feld werden aber nur Treffer aus der Loginkennung (bei exakter Beachtung von Groß/Kleinschreibung), nicht aber Bestandteile aus der Emailadresse angezeigt. Kann man das Verhalten so ändern, dass man allem suchen kann, was man in dem Feld Besitzer sieht (auch ohne Berücksichtigung von Groß/Kleinschreibung)? Im Prinzip müsste die Funktion im Suchformular genau so arbeiten wie die Funktion Suche bei der Anlage des CI. Hat jemand eine Idee??? Grüße Chris HÜBNER GmbH Sitz: Kassel . Deutschland . Amtsgericht Kassel . HRB 2748 USt-ldNr.: DE 113 075 157 Geschäftsführer: Dipl.-Ing./Dipl.-Kfm. Harald Ossendorff . Dipl.-Ing. Bernd Hetterscheidt ___ 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] interne Diskussion zwischen Agenten
Hallo Marcus, On So, Feb 10 2008, Marcus Sobchak wrote: Am Donnerstag, den 07.02.2008, 11:31 +0100 schrieb Henning Oschwald: Wenn Du in OTRS ein Ticket erstellst und dann das Ticketsystem noch als Empfänger einträgst, ist es nicht verwunderlich, daß die Mail dann zweimal da ist. Man könnte ja auch hingehen und diese eingehenden E-Mails per Mailfilter verwerfen. Dann hat man nur die Ausgehenden E-Mail an dem Ticket hängen. Ja, das könnte man. Schön ist es alleridngs trotzdem nicht, da eine Mail dann jedesmal zweimal erstellt und eine Version davon sofort wieder verworfen wird. Frage jetzt hier: kann man die Ausgehende E-Mails von helpdesk@ an sich selbst [EMAIL PROTECTED] als Kunden-EMails setzten. Ja, wie gesagt, erstelle ein Telefon-Ticket. Erstelle doch einfach ein Telefon-Ticket und diskutiere dann via interner Notizen. Sag ich doch. ;-) Ja, das habe ich mir auch schon gedacht und letztlich wäre das auch ein gangbarer Weg. Störend ist nur, dass jede Notiz der Agenten-Kollegen an dem Telefon-Tickt dann als Agentennotiz erscheint und wenn man (wo oben) in den Inhalt des Ticket klickt, landet man nicht auf der zeitlich letzten Notiz. Die beteiligten Agenten bekommen den Inhalt der Notiz doch eh zusätzlich als Mail. Du willst demnach OTRS als Vermittler für die Kommunikation zwischen Kunden-Benutzern verwenden, (nur Kunden-Benutzer können per Mail mit OTRS kommunizieren.) Ein Ticketsystem koordiniert jedoch die Kommunikation zwischen Kunden und Agenten, bzw. zwischen Agenten untereinander. Für Letzteres gibt es wie gesagt die (internen) Notizen. Gut, das verstehe ich. Aber wie löst man mittels OTRS denn Szenarien wie z.B. die IT Abteilung schickt aus dem ORTS eine E-Mail an die Beschaffungsabteilung. Die Beschaffungsabteilung und die IT Abteilung haben eigene POP Accounts, auf welchen E-Mails von Kunden auflaufen auflaufen und vom ORTS in verschiedene Queues einsortiert werden. Warum öffnet die IT-Abteilung denn nicht gleich ein Telefon-Ticket und legt es in die Beschaffungs-Queue? Henning -- Henning Oschwald ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003 240 97505 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann pgp1ORSr9FZxJ.pgp Description: 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] Nachrichten für Queues separat (zeitl. unterschiedlich) abholen
Hallo Ivan, On Do, Jan 31 2008, Ivan De Masi wrote: Ich möchte in einer OTRS Version 2.0.4 erreichen, das die Mails für die Queues zeitlich unabhängig von einander abgeholt werden. Wenn die Mails in unterschiedlichen POP3 Accounts liegen, könntest Du einen Cron Job schreiben, der für jedes Konto eine Instanz von PostMasterPOP3.pl aufruft und dem Script die Account-Daten (Server, Username, Password) direkt mitgeben (siehe ~otrs/bin/PostMasterPOP3.pl --help). Gruß Henning -- Henning Oschwald ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003 240 97505 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann pgpbGxwaJmb9R.pgp Description: 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] Submit - Button in FAQ nicht funktional
Hi Marc, Hallo zusammen, Wenn wir ein neues Ticket erstellen und dazu die FAQ-Funktion nutzen möchten (die über dem Texteingabefeld), um Quasi Mail-Templates zu verwenden, ist dieses nicht möglich, da der Übernehmen - Button in dem Pop-Up-Fenster der FAQ ohne Funktion ist. Man kann eine FAQ auswählen, aber dann nicht in das Ticketfenster übernehmen. Anscheinend gibt es ein Java-Script-Problem. Kennt jemand diesen Fehler ? Wir benutzen die Version 2.0.4. Welche FAQ Modul nutzt Du? Welche Browser? Eventuell musst Du ein Bugreport machen, aber ich glaube wenn Du der aktuellste FAQ verwenden würdest, dann ging es. Die -- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann signature.asc Description: OpenPGP digital 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/
[otrs-de] Time Accounting und Bearbeitungszeit
Hallo, ist es möglich, die im Ticket zugewiesene Zeit pro Tag in das Time Accounting zu übernehmen? (OTRS 2.2.5 mit ITSM 1.0.5) Danke und Gruß, Elke ___ 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] Download von ITMS-Sourcen
Hallo, ich habe leider nicht herausfinden können, wie und wo ich ich die Sourcen des ITMS herunterladen kann. CVS Access konnte ich nicht finden, ein Download-Paket des ITMS konnte ich ebenfalls nicht finden. Die einzige Möglichkeit, die ich bisher gesehen habe ist, dass ich mir im installierten System Pakete anschauen kann und von dort sukzessive Datei pro Datei herunterladen kann. Zugang zu den Installationsverzeichnissen des Systems habe ich leider nicht. Geht das auch anders? Viele Grüße ___ 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] 3 Anmerkungen zu ITSM
Hallo, folgendes ist aus meiner Ansicht im OTRS-ITSM (2.2.5/1.0.5) nicht korrekt 1) Wenn im CustomerInterface in der DropDownBox nur ein Service oder nur eine SLA auswählbar ist, sollte dieser Wert auch per default vorausgewählt sein. Das ist einfach komfortabler für Kunden, die ein Ticket erstellen. (gilt so für alle DropDownBoxen, wo es nur eine Auswahl gibt) 2) Im CustomerInterface ist beim Ticket erstellen die Auswahl eines Services Pflicht, bei der SLA besteht aber keine Auswahlpflicht. 3) Wird im CustomerInterface beim Ticket erstellen ein Service ausgewählt, wird dieser im AgentInterface im Ticket-Zoom nicht angezeigt. Das ist aus meiner Sicht ein Bug. Mit freundlichen Grüßen, Bernhard Mandera ___ 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/
