[otrs] Ticket Printouts
Hi All, After zooming into a ticket, there is the option to print. When the print button is pressed, a pdf is created. I would like to edit the format of this pdf printout, not by much, I just want to add in an extra row and some text. Can anyone suggest the best way to do this? Thanks in advance. Emily ___ 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] [ Is there any easy way to show tickets closed in a week? ]
This is for my boss! ;-) I tried Search but I couldn't do that. Any suggestions? Diego ___ 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] Adding a second agent auth
Hi Derek I'm in the process of creating an OTRS test environment and attempting to configure LDAP agent authentication. After a bit of reading I managed to get things working. When I tried to log back into OTRS as the [EMAIL PROTECTED] user though I realized I that I was no longer using the local DB and couldn't get admin access. I tried to add a second agent authentication method following the docs and previous posts but haven't found much information on configuring the DB method. Here is my current config: [...] http://faq.otrs.org/otrs/public.pl?Action=PublicFAQItemID=219 Here is a FAQ that will fit your needs! -- 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 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] [ Is there any easy way to show tickets closed in a week? ]
Youll need to run a sql query on the database. This is what we do select tn, title, owner, customer_id, FROM_UNIXTIME(escalation_solution_time) time_completed,create_time, floor((escalation_solution_time-create_time_unix)/86400) as days, (floor((escalation_solution_time-create_time_unix)/3600)-(floor((escalation_solution_time-create_time_unix)/86400)*24)) as hours, (floor((escalation_solution_time-create_time_unix)/60 )-(floor((escalation_solution_time-create_time_unix)/3600)*60)) as minutes, ( (escalation_solution_time-create_time_unix)-(floor((escalation_solution_time-create_time_unix)/60)*60)) as seconds from ticketsview where queuename = 'loyalty' and state = 'Closed successful' and datediff(FROM_UNIXTIME(escalation_solution_time), now()) = -30 Obviously change the quename to which one you want to check aswell as change the -30 too -7 that would show you the tickets closed in the past 7 days. Regards Willem Gerber BCWINFO wrote: This is for my boss! ;-) I tried Search but I couldn't do that. Any suggestions? Diego ___ 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/ -- Avoid the Gates of Hell. Use Linux -- unknown source begin:vcard fn:Willem Gerber n:Gerber;Willem email;internet:[EMAIL PROTECTED] note;quoted-printable:Destiny Electronic Commerce (Pty) Ltd.=0D=0A= =0D=0A= www.e-destiny.co.za=0D=0A= =0D=0A= 011 695 5500 phone=0D=0A= 086 660 2933 fax x-mozilla-html:TRUE version:2.1 end:vcard ___ 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] Add attachment to auto response and spell checker in Windows?
Hi, recently reinstalled OTRS after last working with it years ago. Still an amazing product. I have two questions: 1) Is anyone here running OTRS on Windows with a spellchecker enabled? I understand that in a Linux environment ispell or aspell are options, but how would I enable spellchecking in Windows? 2) Can I add an attachment to an auto reponse? In default modus not I guess. I looked at the table structure for standard_attachment with the idea to add the attachment via the existing structure, however this table uses the standard_response id. Anyone thought about this or maybe even wrote something for this? Regards, Arnold. ___ 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] [ Is there any easy way to show tickets closed in a week? ]
2008/3/6, Andrew Stesin [EMAIL PROTECTED]: 4. The day after: - write `2008.03.06' into cell A2 - we are making a daily report for Sorry for misprint, of course we are working with 3-rd row now, need to be A3 :) ___ 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] Agent login via LDAP
Clary, Steve schrieb:
We have successfully configured customer login via LDAP (AD) but we
are still having difficulty with the Agent login.
Can anyone identify the specific parts (entries) in the config.pm that
pertain to Agent LDAP login?
Are the local agent accounts then just paired with an LDAP account
with the same username? (In other words, to create an agent, would
one just create a user in the front end that has the same username as
an LDAP account; resulting in a local username that just passes
authentication to LDAP?)
Below is a copy of our config.pl:
CONFIG.PM
package Kernel::Config;
sub Load {
my $Self = shift;
# #
# #
# #
# Start of your own config options!!! #
# #
# #
# #
# #
# database settings#
# #
# DatabaseHost
# (The database host.)
$Self-{'DatabaseHost'} = 'localhost';
# Database
# (The database name.)
$Self-{'Database'} = 'otrs';
# DatabaseUser
# (The database user.)
$Self-{'DatabaseUser'} = 'otrs';
# DatabasePw
# (The password of database user. You also can use
bin/CryptPassword.pl
# for crypted passwords.)
$Self-{'DatabasePw'} = 'hot';
# DatabaseDSN
# (The database DSN for MySQL == more: man DBD::mysql)
$Self-{DatabaseDSN} =
DBI:mysql:database=$Self-{Database};host=$Self-{DatabaseHost};;
# (The database DSN for PostgreSQL == more: man DBD::Pg)
# if you want to use a local socket connection
#$Self-{DatabaseDSN} = DBI:Pg:dbname=$Self-{Database};;
# if you want to use a tcpip connection
#$Self-{DatabaseDSN} =
DBI:Pg:dbname=$Self-{Database};host=$Self-{DatabaseHost};;
# #
# fs root directory
# #
$Self-{Home} = 'C:/OTRS/otrs';
# #
# insert your own config settings here #
# config settings taken from Kernel/Config/Defaults.pm #
# #
# $Self-{SessionUseCookie} = 0;
# $Self-{'CheckMXRecord'} = 1;
# #
# #
# data inserted by installer #
# #
$Self-{'LogModule'} = 'Kernel::System::Log::File';
$Self-{'LogModule::LogFile'} = 'C:/OTRS/otrs/var/log/otrs.log';
# $DIBI$
$Self-{'SystemID'} = 10;
$Self-{'SecureMode'} = 1;
$Self-{'Organization'} = 'URMC';
$Self-{'FQDN'} = 'hslt-wowserver';
$Self-{'DefaultLanguage'} = 'en';
$Self-{'AdminEmail'} = [EMAIL PROTECTED]';
$Self-{'DefaultCharset'} = 'utf-8';
#Enable LDAP authentication for Customers / Users
$Self-{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP';
$Self-{'Customer::AuthModule::LDAP::Host'} =
'ldap.urmc.rochester.edu:389';
$Self-{'Customer::AuthModule::LDAP::BaseDN'} =
'dc=urmc-sh,dc=rochester,dc=edu';
$Self-{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName';
#The following is valid but would only be necessary if the
#anonymous user do NOT have permission to read from the LDAP tree
$Self-{'Customer::AuthModule::LDAP::SearchUserDN'} =
'CN=LDAP_admin,OU=admin,OU=Miner Library,DC=urmc-sh,DC=rochester,DC=edu';
$Self-{'Customer::AuthModule::LDAP::SearchUserPw'} = 'SOMEPASSWORD123';
#CustomerUser
#(customer user database backend and settings)
$Self-{CustomerUser} = {
Module = 'Kernel::System::CustomerUser::LDAP',
Params = {
Host = 'ldap.urmc.rochester.edu:389',
BaseDN = 'dc=urmc-sh,dc=rochester,dc=edu',
SSCOPE = 'sub',
UserDN ='CN=LDAP_admin,OU=admin,OU=Miner
Library,DC=urmc-sh,DC=rochester,DC=edu',
UserPw = 'SOMEPASSWORD123',
},
# customer unique id
CustomerKey = 'sAMAccountName',
# customer #
CustomerID = 'mail',
CustomerUserListFields = ['sAMAccountName', 'cn', 'mail'],
CustomerUserSearchFields = ['sAMAccountName', 'cn', 'mail'],
CustomerUserSearchPrefix = '',
CustomerUserSearchSuffix = '*',
CustomerUserSearchListLimit = 250,
CustomerUserPostMasterSearchFields = ['mail'],
CustomerUserNameFields = ['givenname', 'sn'],
Map = [
# note: Login, Email and
Re: [otrs] [ Is there any easy way to show tickets closed in a week? ]
It's easy but needs a bit of daily work. 1. Establish some timestamp at which daily data is to be taken. Say 8:00. 2. Take Excel and create a table with the following columns: - column A: date - column B: the rest taken - column C: new - column D: closed - column E: the rest given 3. Let's start from today: 2008.03.06. At 8:00 daily do the following: - write `2008.03.05' into cell A2 - we are making a daily report for the 24 hr. period between 08:00 05.03.2008 and 08:00 06.03.2008 - skip the cell B2 (we do not know, how many tickets were open at 08:00 04.03 and were taken into further processing) - search for the tickets, which were created in the last 24 hours, find the quantity, fill into the cell C2 - search for the tickets, which are in open/delayed/... state at the moment (anything but closed state). Fill into the cell E2. 4. The day after: - write `2008.03.06' into cell A2 - we are making a daily report for the 24 hr. period between 08:00 06.03.2008 and 08:00 07.03.2008 - put the formula =E2 into the cell B3. Today we know, that column E from yesterday gives us an exact quantity of non-closed tickets at 08:00 - search for the tickets, which were created in the last 24 hours, find the quantity, fill into the cell C3 - search for the tickets, which are in open/delayed/... state at the moment (anything but closed state). Fill into the cell E3. - put the formula =E3-(B3+C3) into the cell D3 Voila, you have your data for a daily report for your boss :) Repeat daily! :) WBR, Andrew 2008/3/6, BCWINFO [EMAIL PROTECTED]: This is for my boss! ;-) I tried Search but I couldn't do that. Any suggestions? Diego ___ 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] Notification Question
Hi Julien, Hi Guys, I would know if it’s possible to use different sender for notification for a new ticket by each Queue. For example: For an queue called “prod” I would use sender [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] for notification for a new ticket. For an queue called “prod2” I would use sender [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] for notification for a new ticket. Each queue can use an individual system address for identification purposes! Thx for all help! Regards, Julian. ___ 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/ -- 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 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] [ Is there any easy way to show tickets closed in a week? ]
Have you tried the stats module? You should be able to easily create a report that will give you that information, but I personally have a php boilerplate app that I customize with SQL queries whenever I get a request like this from management, and send the link to them so they can run the report whenever they want. Josh On Thu, Mar 6, 2008 at 4:41 AM, BCWINFO [EMAIL PROTECTED] wrote: This is for my boss! ;-) I tried Search but I couldn't do that. Any suggestions? Diego ___ 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] Agent Queue View As A List
You can create saved searches to do this. It will give you exactly the output you want. Josh On Wed, Mar 5, 2008 at 1:56 PM, Jon Lorenz [EMAIL PROTECTED] wrote: Is there a way to modify OTRS so that when an agent looks at any particular queue, it displays it in a list format sort of like the Customer Queue view instead of the standard summary format? Here's an example: Ticket# | Subject | Customer | State | Owner | Created 1001234 | My Microsoft broke| pebkac | Open | bofh | 2008/03/04 18:47:03 1001235 | Keyboard doesn't work | luser| New | pfy | 2008/03/05 10:03:58 I appreciate it. -Jon ___ 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] Adding a second agent auth
I had this came problem. I didn't want to have both forms of
authentication though... only LDAP. I had logged into OTRS as my AD
account via LDAP and then logged out. I then tried to login as the
[EMAIL PROTECTED] to give myself admin privs. Then same as you I could no
longer get in.
All I did as a work around was revert to my save config file, login to
OTRS, give my AD account admin rights, and then changed back to my
config file with my LDAP info, and there I was with an accessible admin
account.
Wes Sothard
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Lambert, Derek
Sent: Wednesday, March 05, 2008 3:40 PM
To: otrs@otrs.org
Subject: [otrs] Adding a second agent auth
I'm in the process of creating an OTRS test environment and attempting
to configure LDAP agent authentication. After a bit of reading I managed
to get things working. When I tried to log back into OTRS as the
[EMAIL PROTECTED] user though I realized I that I was no longer using the
local DB and couldn't get admin access. I tried to add a second agent
authentication method following the docs and previous posts but haven't
found much information on configuring the DB method. Here is my current
config:
$Self-{'AuthModule'} = 'Kernel::System::Auth::LDAP';
$Self-{'AuthModule::LDAP::Host'} = 'maddc01.acme.com';
$Self-{'AuthModule::LDAP::BaseDN'} = 'DC=acme,DC=com';
$Self-{'AuthModule::LDAP::UID'} = 'sAMAccountName';
$Self-{'AuthModule::LDAP::GroupDN'} = 'CN=Enterprise Desktop
Technician,OU=Security Groups,OU=USA,DC=acme,DC=com';
$Self-{'AuthModule::LDAP::AccessAttr'} = 'member';
$Self-{'AuthModule::LDAP::UserAttr'} = 'DN';
$Self-{'AuthModule::LDAP::SearchUserDN'} = 'CN=Lambert\,
Derek,OU=Users,OU=USA,DC=acme,DC=com';
$Self-{'AuthModule::LDAP::SearchUserPw'} = 'password';
$Self-{'AuthModule::LDAP::AlwaysFilter'} =
'(objectCategory=person)';
$Self-{'AuthModule::LDAP::Params'} = {
port = 389,
timeout = 120,
async = 0,
version = 3,
};
$Self-{'AuthModule::LDAP::Die'} = 1;
$Self-{UserSyncLDAPMap} = {
# DB - LDAP
UserFirstname = 'givenName',
UserLastname = 'sn',
UserEmail = 'mail',
};
$Self-{UserSyncLDAPGroups} = [
'users',
];
$Self-{DatabaseUserTable} = 'system_user';
$Self-{DatabaseUserTableUserID} = 'id';
$Self-{DatabaseUserTableUserPW} = 'pw';
$Self-{DatabaseUserTableUser} = 'login';
$Self-{'AuthModule2'} = 'Kernel::System::Auth::DB';
When I try and login as [EMAIL PROTECTED] I get the following errors in
otrs.log:
[Wed Mar 5 14:11:19 2008][Error][Kernel::System::Auth::DB::Auth][90]
Table 'otrs.user' doesn't exist, SQL: 'SELECT pw, id FROM user WHERE
valid_id IN ( 1 ) AND login = '[EMAIL PROTECTED]''
[Wed Mar 5 14:11:19 2008][Notice][Kernel::System::Auth::DB::Auth] User:
[EMAIL PROTECTED] doesn't exist or is invalid!!! (REMOTE_ADDR: 127.0.0.1)
I can see the problem is it's looking for the table 'user', not
'system_user' - but how do I change this?
I tried changing LDAP to the second method but the Sync Map doesn't work
and I get the 'Panic! No UserData for user' error.
This is probably a simple question but my perl is a bit rusty and I
can't quite remember all the -, =, =, etc. and where to use which one.
Any help would be greatly appreciated!
Thanks!
Derek J. Lambert
Technical Support Analyst
IT Operations Support
Fiskars Brands, Inc.
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Support or consulting for your OTRS system?
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[otrs] different widths for the Agents and the customers in TextAreaNote and TextAreaEmail
We need to have different widths for the Agents and the customers : TextAreaNote and TextAreaEmail The reason for this is that the customers have a frontend that is much more narrow than the frontend for the agents. The Agents need a widt of about 130 and the Customers a width of about 80. Is there a way to do this? Anders S. Lyng ___ 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] Comma instead of semicolon
Hi List, Do you know where/how to change the ; at Search (CSV output) to use , ? Thanks in advance Carlos ___ 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] Watcher limitations
Hi list, Is it possible that Watcher user just watch the ticket avoiding any oher action as external notes or any other? Thanks for your answers Carlos, México ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? = http://www.otrs.com/
[otrs] looking for premade stats to import
Is there any location where I can find already configured stats to import into my stat module? I am looking for one that will give me stats on customers. Thanks. ~~~ Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu ~~~ ___ 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] Watcher limitations
Hi Carlos, Hi list, Is it possible that Watcher user just watch the ticket avoiding any oher action as external notes or any other? Thanks for your answers Try an ACL! Here are some examples http://faq.otrs.org/otrs/public.pl?Action=PublicFAQItemID=68 -- 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 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] FAQ module
The FAQ module continually does not install properly. It just says that it was not deployed correctly. I will look at the logs. I am using OTRS 2.2.5 on Debian 4.0r2. Andrew Meyer Unix Systems Administrator 314-787-0681 x39 314-565-0868 (cell) 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 http://www.precisionpractice.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] mass resend of ticket replies
Hello is there a way to resend all previously replied tickets from a certain date ? we had a problem with the mail server not sending any of the replies and i would like to resend them now that everything is fixed thanks Jonathan http://www.zlio.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] splitting tickerts
I have emailed in previously about this, but when we try to split tickets it throws up an error. Software error: Can't write /var/www/otrs2/var/log/TicketCounter.log: at ../..// Kernel/System/Ticket/Number/DateChecksum.pm line 87. For help, please send mail to the webmaster ([EMAIL PROTECTED]), giving this error message and the time and date of the error. -rw-rw-r-- 1 otrs2 nogroup 14 2008-03-03 08:44 TicketCounter.log Can someone help? Andrew Meyer Unix Systems Administrator 314-787-0681 x39 314-565-0868 (cell) 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 http://www.precisionpractice.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] splitting tickerts
Andrew Meyer wrote: I have emailed in previously about this, but when we try to split tickets it throws up an error. Software error: Can't write /var/www/otrs2/var/log/TicketCounter.log: at ../..// Kernel/System/Ticket/Number/DateChecksum.pm line 87. For help, please send mail to the webmaster ([EMAIL PROTECTED]), giving this error message and the time and date of the error. -rw-rw-r-- 1 otrs2 nogroup 14 2008-03-03 08:44 TicketCounter.log Can someone help? I don't know what your webserver group is (depends on your distribution), but if it's not nogroup then I guess you need to change it to that, because will need to be able to write to this file. It looks like this on our CentOS machines: -rw-rw-r-- 1 otrs apache 5 Mar 6 11:34 TicketCounter.log The ~otrs/bin/SetPermissions.sh script should also fix this if you give it the corrects users and groups to use. 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] Watcher limitations
Wow Sounds good Shawn Thanks a lot Do you know if ACL way can be used to avoid some tickets can be seen by some agents? I did try it with Roling Grouping, but I can not. Carlos -Mensaje original- De: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] En nombre de Shawn Beasley Enviado el: Jueves, 06 de Marzo de 2008 11:08 a.m. Para: User questions and discussions about OTRS.org Asunto: Re: [otrs] Watcher limitations Hi Carlos, Hi list, Is it possible that Watcher user just watch the ticket avoiding any oher action as external notes or any other? Thanks for your answers Try an ACL! Here are some examples http://faq.otrs.org/otrs/public.pl?Action=PublicFAQItemID=68 -- 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 ___ 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] grouping Customer users
Hi All, Is there a way to group customer users as follows? Company Manager Domestic Customer-101 Customer-102 Customer-103 etc International Customer-201 Customer-202 Customer-203 etc Rules: Customer user Manager can see all tickets created by all Customer user Domestic can se only tickets created by Customer-101, 102, 103 and etc Customer user International can se only tickets created by Customer-201, 202, 203 and etc Carlos, México ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] grouping Customer users
Carlos wrote: Is there a way to group customer users as follows? Company Manager Domestic Customer-101 Customer-102 Customer-103 etc International Customer-201 Customer-202 Customer-203 etc Rules: Customer user Manager can see all tickets created by all Customer user Domestic can se only tickets created by Customer-101, 102, 103 and etc Customer user International can se only tickets created by Customer-201, 202, 203 and etc I'd create a Domestic and an International queue and assign the Domestic agent to the Domestic queue and the International agent to the International queue. Direct the Customer-1* tickets to the Domestic queue and the Customer-2* tickets to the International queue. The Manager agent could have full privileges. 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] grouping Customer users
Thanks a lot Nils I am talking about customer users nor agents. Manager Domestic International are employees at customer Company. They send tickets to queues supported by agents. Do you know a way to do that? Carlos, -Mensaje original- De: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] En nombre de Nils Breunese (Lemonbit) Enviado el: Jueves, 06 de Marzo de 2008 03:13 p.m. Para: User questions and discussions about OTRS.org Asunto: Re: [otrs] grouping Customer users Carlos wrote: Is there a way to group customer users as follows? Company Manager Domestic Customer-101 Customer-102 Customer-103 etc International Customer-201 Customer-202 Customer-203 etc Rules: Customer user Manager can see all tickets created by all Customer user Domestic can se only tickets created by Customer-101, 102, 103 and etc Customer user International can se only tickets created by Customer-201, 202, 203 and etc I'd create a Domestic and an International queue and assign the Domestic agent to the Domestic queue and the International agent to the International queue. Direct the Customer-1* tickets to the Domestic queue and the Customer-2* tickets to the International queue. The Manager agent could have full privileges. 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/
[otrs] OwnerSelection format
Hi guy's, Does anyone know if it's possible to change the way the OwnerSelection field is formatted, the list is currently Surname Forename Email - I want to swap this to be Forename Surname Email Thanks Steve -- Steven Carr Engineer - Khipu Networks Ltd. [EMAIL PROTECTED] - www.khipu-networks.com Secure - Compliant - Infrastructure Registered Office: Fairfax House, 15 Fulwood Place, London WC1V 6AY Registered in England. Company Number 5218573 Specialist Reseller of the year - CRN Channel Awards 2007 signature.asc Description: OpenPGP digital signature ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? = http://www.otrs.com/
[otrs] Splitting ticket with attachment - how?
Hello friends, just a small and maybe silly question. Suppose we got a ticket with an attachment. I want to split it in the way that I have 2 tickets both with that very same attachment in them. The best way is to have 2 tickets with a link to the single file inside both. How this can be done? Thanks in advanse! Andrew ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs-de] Crons werden nicht ausgeführt
Hallo, nach googeln und suchen habe ich noch keine Lösung für mein Problem: Vorgestern hatten sich eine Menge PopMaster3.pl-Jobs angestaut und keine E-Mails mehr angerufen. Da die mysql-Datenbank voll war, habe ich das Problem auf diese geschoben. Die Datenbanken sind mittlerweile an einer neuen Stelle - leider wird der Cron nicht ausgeführt. crond läuft, rcotrs neugestartet. Per Hand kann ich die E-Mails abrufen. crontab -l -u otrs zeigt die crons korrekt an. Gibt es ein Log, wo ich suchen kann? Sonstige Ideen? Vielen Dank! Michael Hallo Michael Ob der Cron läuaft oder nicht, sagt Dir /var/log/cron Wenn Du Mails abrufst, dann mit force? (-f 1) Schau mal, ob in der DB hier noch was drin steht: SELECT * from process_id ; Wenn da noch etwas steht, lösche das mal raus. Viel Erfolg Peter ___ 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/
