date:20080507

[otrs] Create ticketacl for internal-note

2008-05-07 Thread Michel Araujo Neves


-BEGIN PGP SIGNED MESSAGE-
Hash: SHA1

how to create a ticketacl which allows view internal notes only for a 
group suport? is this possible ?

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[otrs] REMOVE

2008-05-07 Thread Andy Robbins

 

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Re: [otrs] how to avoid send emails

2008-05-07 Thread Operacion Control

Thanks a lot to Bret & Lars
I have a way without modify the source code
Carlos 

- Original Message 
From: Brett Davis <[EMAIL PROTECTED]>
To: User questions and discussions about OTRS.org 
Sent: Wednesday, May 7, 2008 10:28:14 AM
Subject: Re: [otrs] how to avoid send emails

If you use "Note" rather than "Compose Answer" link, no email is sent to the 
customer.  I've never used it but the "Phone call" link sounds like it might be 
exactly what you're looking for here.  Do you not have a "Phone call" link over 
on the right side?  It should be the next heading under the "Compose Answer 
(email):" link or links (depending on what you have defined for the queue) 
under a heading that reads "Contact customer (phone):" over on the right side 
when you are zoomed on a ticket.

Brett

From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Operacion Control
Sent: Wednesday, May 07, 2008 09:07
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] how to avoid send emails

Thank you Lars
I see that options are to disable "notifications" but I did mean "the mails 
sent to customer that are added to zoom view as responses", so I think I must 
to modify the source code.

Any ideas?

Carlos,

- Original Message 
From: Lars Jørgensen <[EMAIL PROTECTED]>
To: User questions and discussions about OTRS.org 
Sent: Wednesday, May 7, 2008 2:03:16 AM
Subject: Re: [otrs] how to avoid send emails

Hi Carlos.

You can disable it on the queue (Admin -> Queue). There are three customer 
notification options that you can turn off. This applies to all tickets in the 
queue, though.

-- 
Lars

From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Operacion Control
Sent: Wednesday, May 07, 2008 1:16 AM
To: otrs@otrs.org
Subject: [otrs] how to avoid send emails

Hi guys

I would like to know if OTRS could be set up to avoid send email to customer.

Currently we are supporting several call shops without internet service, just 
using telephone lines.

The user agents notifications must be kept but the notifications to customer 
must be cancelled.

I did look for at SysConfig but I only found check MX & check mail address.

If source code must to be modified, please point me where to do that.

Thanks a lot.

Carlos
Oper & Control

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[otrs] IIS

2008-05-07 Thread Coatney, Charles M

I should have read the docs all the way through before installing this.
I expected to have some configuration influence during installation. We
have a pre-existing IIS server, we are using SQL Server 2000. My manager
has approved the installation of MySQL if necessary. After installation
the system was non-functional. What do I need to do to reconfigure it?

 

C. Matt Coatney

Software Developer

Ciber, Inc.

Ph: (360)260-1314 ext. 33

 

 

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Re: [otrs] Undelivered Mail Returned to Sender

2008-05-07 Thread Tony Canale



why are my emails not getting to you?
I'm trying to post an issue with OTRS , but the emails keep bouncing back.

please help. 
thanks, 

-Tony

Date: Wed, 7 May 2008 16:38:52 +
From: [EMAIL PROTECTED]
Subject: Undelivered Mail Returned to Sender
To: [EMAIL PROTECTED]

This is the Postfix program at host lusen.otrs.org.
 
I'm sorry to have to inform you that your message could not
be delivered to one or more recipients. It's attached below.
 
For further assistance, please send mail to 
 
If you do so, please include this problem report. You can
delete your own text from the attached returned message.
 
The Postfix program
 
<[EMAIL PROTECTED]>: mail forwarding loop for [EMAIL PROTECTED]
--Forwarded Message Attachment--
From: [EMAIL PROTECTED]
To: otrs@otrs.org
Date: Wed, 7 May 2008 16:36:35 +
Subject: [otrs] invalid [EMAIL PROTECTED]








The "Empty answer"
and the "Forward" links don't work, 

this is what it says when we click on it; FROM: OTRS System <[EMAIL PROTECTED]> 
* invalid
[EMAIL PROTECTED]  (Invalid syntax)!I checked the sysconfig and the [EMAIL 
PROTECTED] is a valid email address 

Can you please help?

Thanks,
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Re: [otrs] mail loop

2008-05-07 Thread LQ Marshall

Certainly not the only one... only received when sending to the list.


  _  

From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Lars
Jørgensen
Sent: Wednesday, May 07, 2008 3:10 AM
To: 'User questions and discussions about OTRS.org'
Subject: [otrs] mail loop



Am I the only one getting these? Seems there's a loop configuration at
lusen.otrs.org.
 
 
__ 
From:Mail Delivery System [ 
mailto:[EMAIL PROTECTED] 
Sent:   Wednesday, May 07, 2008 9:05 AM
To: [EMAIL PROTECTED]
Subject:Kan ikke leveres: [otrs] how to avoid send emails
 
 
[EMAIL PROTECTED]
#< #5.0.0 X-Postfix; mail forwarding loop for [EMAIL PROTECTED]>
#SMTP#
 
Oprindelige brevhoveder:
 
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From: "Lars Jørgensen" <[EMAIL PROTECTED]>
To: 'User questions and discussions about OTRS.org' 
Date: Wed, 7 May 2008 09:03:16 +0200
Thread-Topic: [otrs] how to avoid send emails
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[otrs] invalid [EMAIL PROTECTED]

2008-05-07 Thread Tony Canale




The "Empty answer"
and the "Forward" links don't work, 

this is what it says when we click on it; FROM: OTRS System <[EMAIL PROTECTED]> 
* invalid
[EMAIL PROTECTED]  (Invalid syntax)!I checked the sysconfig and the [EMAIL 
PROTECTED] is a valid email address 

Can you please help?

Thanks,
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Re: [otrs] Mandatory FreeText Field?

2008-05-07 Thread Julian, Travis

Under
Config Options: Ticket -> Frontend::Agent::Ticket::ViewPhoneNew
and
Config Options: Ticket -> Frontend::Agent::Ticket::ViewEmailNew

Put a 2 in the Content option for the fields you want required.

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Rodrigo Pereira
Sent: Wednesday, 07 May, 2008 07:29
To: otrs@otrs.org
Subject: [otrs] Mandatory FreeText Field?

Hi,

Is it possible, via web interface SysConfig area, to mark a FreeTextField as
mandatory? I've seen a couple of references to that while googling around,
but I'm not seeing that option there. Any hints?

TIA,
rodrigo

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Re: [otrs] Mandatory FreeText Field?

2008-05-07 Thread Julian, Travis

Under 
Config Options: Ticket -> Frontend::Agent::Ticket::ViewPhoneNew
and 
Config Options: Ticket -> Frontend::Agent::Ticket::ViewEmailNew

Put a 2 in the Content option for the fields you want required.


-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Rodrigo Pereira
Sent: Wednesday, 07 May, 2008 07:29
To: otrs@otrs.org
Subject: [otrs] Mandatory FreeText Field?

Hi,

Is it possible, via web interface SysConfig area, to mark a FreeTextField as
mandatory? I've seen a couple of references to that while googling around,
but I'm not seeing that option there. Any hints?

TIA,
rodrigo

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Re: [otrs] Statistics on ticket history

2008-05-07 Thread Régis OBERLE

I'm also interrested in such an SQL statement.

Regis

-Message d'origine-
De : [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] De la part de Marco Vannini
Envoyé : mercredi 7 mai 2008 16:18
À : User questions and discussions about OTRS.org
Objet : Re: [otrs] Statistics on ticket history

Hi all, this is great... Is there someone that has a prepared sql statement to 
stat time of ticket ?

I mean. time elapsed for a ticket, time spent in pending and/or related ?

10q.



On Wed, May 7, 2008 at 3:43 PM, Obee, Daniel <[EMAIL PROTECTED]> wrote:
> Hi.
>
>  Try SQL:
>
>   Mails per queue (via otrs. ticket) 
>
>  SELECT q.name, count (q.name)
>  FROM otrs.article a, otrs.queue q, otrs.ticket t
>
>  where article_type_id = 1
>  and a.ARTICLE_SENDER_TYPE_ID = 1
>
>  and a.create_time
>  between to_date('05/06/2008 00:00:00', 'MM/DD//HH24:MI:SS')  and
> to_date('05/06/2008 23:59:59', 'MM/DD/ HH24:MI:SS')
>
>  and a.ticket_id = t.id
>  and t.queue_id = q.id
>
>  group by q.name
>  order by q.name
>
>   Mails per Agent (via ticket_history) 
>
>  SELECT su.login, count (th.id)
>  from otrs.TICKET_HISTORY th, otrs.system_user su  where
> history_type_id = 8
>
>  and th.create_time
>  between to_date('05/06/2008 00:00:01', 'MM/DD/ HH24:MI:SS')  and
> to_date('05/06/2008 23:59:01', 'MM/DD/ HH24:MI:SS')
>
>  group by su.login
>  order by su.login
>
>  Greets,
>
>  Daniel
>
>
>  -Original Message-
>  From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf
> Of  Richard Hinkamp - BeSite
>  Sent: Mittwoch, 7. Mai 2008 13:00
>  To: User questions and discussions about OTRS.org
>  Subject: [otrs] Statistics on ticket history
>
>  Hello,
>
>  I have a simple report to see how many tickets are closed per agent
> per  period. What I really want is stats to see how many e-mails are
> sent per
>
>  agent per period. The data I like to run the stats on is the ticket
> history. Here I want to check the amount of SendAnswer actions
> performed
>
>  per agent. As far as I can see, the stats module is only for tickets.
>  not the ticket history. Is there anything possible with stats on
> ticket  history?
>
>  Thanks in advance!
>
>  Richard
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Re: [otrs] how to avoid send emails

2008-05-07 Thread Brett Davis

If you use "Note" rather than "Compose Answer" link, no email is sent to the 
customer.  I've never used it but the "Phone call" link sounds like it might be 
exactly what you're looking for here.  Do you not have a "Phone call" link over 
on the right side?  It should be the next heading under the "Compose Answer 
(email):" link or links (depending on what you have defined for the queue) 
under a heading that reads "Contact customer (phone):" over on the right side 
when you are zoomed on a ticket.

Brett



From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Operacion Control
Sent: Wednesday, May 07, 2008 09:07
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] how to avoid send emails

Thank you Lars
I see that options are to disable "notifications" but I did mean "the mails 
sent to customer that are added to zoom view as responses", so I think I must 
to modify the source code.

Any ideas?

Carlos,


- Original Message 
From: Lars Jørgensen <[EMAIL PROTECTED]>
To: User questions and discussions about OTRS.org 
Sent: Wednesday, May 7, 2008 2:03:16 AM
Subject: Re: [otrs] how to avoid send emails

Hi Carlos.

You can disable it on the queue (Admin -> Queue). There are three customer 
notification options that you can turn off. This applies to all tickets in the 
queue, though.


--
Lars


From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Operacion Control
Sent: Wednesday, May 07, 2008 1:16 AM
To: otrs@otrs.org
Subject: [otrs] how to avoid send emails

Hi guys

I would like to know if OTRS could be set up to avoid send email to customer.

Currently we are supporting several call shops without internet service, just 
using telephone lines.

The user agents notifications must be kept but the notifications to customer 
must be cancelled.

I did look for at SysConfig but I only found check MX & check mail address.

If source code must to be modified, please point me where to do that.

Thanks a lot.

Carlos
Oper & Control





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now.


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now.



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Re: [otrs] how to avoid send emails

2008-05-07 Thread Operacion Control

Thank you Lars
I see that options are to disable "notifications" but I did mean "the mails 
sent to customer that are added to zoom view as responses", so I think I must 
to modify the source code.
 
Any ideas?
 
Carlos,



- Original Message 
From: Lars Jørgensen <[EMAIL PROTECTED]>
To: User questions and discussions about OTRS.org 
Sent: Wednesday, May 7, 2008 2:03:16 AM
Subject: Re: [otrs] how to avoid send emails


Hi Carlos.
 
You can disable it on the queue (Admin -> Queue). There are three customer 
notification options that you can turn off. This applies to all tickets in the 
queue, though.
 
 
-- 
Lars



From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Operacion Control
Sent: Wednesday, May 07, 2008 1:16 AM
To: otrs@otrs.org
Subject: [otrs] how to avoid send emails


Hi guys
 
I would like to know if OTRS could be set up to avoid send email to customer.
 
Currently we are supporting several call shops without internet service, just 
using telephone lines.
 
The user agents notifications must be kept but the notifications to customer 
must be cancelled.
 
I did look for at SysConfig but I only found check MX & check mail address.
 
If source code must to be modified, please point me where to do that.
 
Thanks a lot.
 
Carlos
Oper & Control
 
 
 

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Re: [otrs] Problem with HTTPS part 2

2008-05-07 Thread Nils Breunese (Lemonbit)


Matias N. Sliafertas wrote:


when I install the OTRS in standalone mode works https without any
kind of problem,
but when I install the OTRS on servers that have at least 1 virtual
host this does not work at
https, someone knows that it can be


HTTPS needs a dedicated IP address, so you cannot have any other vhosts 
that use the IP address that you want to use for your HTTPS OTRS setup. 
Maybe that's the problem?


Nils.
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Re: [otrs] Statistics on ticket history

2008-05-07 Thread Marco Vannini

Hi all, this is great... Is there someone that has a prepared sql
statement to stat time of ticket ?

I mean. time elapsed for a ticket, time spent in pending and/or related ?

10q.



On Wed, May 7, 2008 at 3:43 PM, Obee, Daniel <[EMAIL PROTECTED]> wrote:
> Hi.
>
>  Try SQL:
>
>   Mails per queue (via otrs. ticket) 
>
>  SELECT q.name, count (q.name)
>  FROM otrs.article a, otrs.queue q, otrs.ticket t
>
>  where article_type_id = 1
>  and a.ARTICLE_SENDER_TYPE_ID = 1
>
>  and a.create_time
>  between to_date('05/06/2008 00:00:00', 'MM/DD//HH24:MI:SS')
>  and to_date('05/06/2008 23:59:59', 'MM/DD/ HH24:MI:SS')
>
>  and a.ticket_id = t.id
>  and t.queue_id = q.id
>
>  group by q.name
>  order by q.name
>
>   Mails per Agent (via ticket_history) 
>
>  SELECT su.login, count (th.id)
>  from otrs.TICKET_HISTORY th, otrs.system_user su
>  where history_type_id = 8
>
>  and th.create_time
>  between to_date('05/06/2008 00:00:01', 'MM/DD/ HH24:MI:SS')
>  and to_date('05/06/2008 23:59:01', 'MM/DD/ HH24:MI:SS')
>
>  group by su.login
>  order by su.login
>
>  Greets,
>
>  Daniel
>
>
>  -Original Message-
>  From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
>  Richard Hinkamp - BeSite
>  Sent: Mittwoch, 7. Mai 2008 13:00
>  To: User questions and discussions about OTRS.org
>  Subject: [otrs] Statistics on ticket history
>
>  Hello,
>
>  I have a simple report to see how many tickets are closed per agent per
>  period. What I really want is stats to see how many e-mails are sent per
>
>  agent per period. The data I like to run the stats on is the ticket
>  history. Here I want to check the amount of SendAnswer actions performed
>
>  per agent. As far as I can see, the stats module is only for tickets.
>  not the ticket history. Is there anything possible with stats on ticket
>  history?
>
>  Thanks in advance!
>
>  Richard
>  ___
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>



-- 
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home: +39 02 900091454
mobile: +39 335 5340819
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[otrs] Problem with HTTPS part 2

2008-05-07 Thread Matias N. Sliafertas

hello list, I am a user of OTRS and I'm having a problem,
when I install the OTRS in standalone mode works https without any
kind of problem,
but when I install the OTRS on servers that have at least 1 virtual
host this does not work at
https, someone knows that it can be


-- 
---
---
Matias N. Sliafertas
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[otrs] Problem with HTTPS part 2

2008-05-07 Thread Matias N. Sliafertas

hello list, I am a user of OTRS and I'm having a problem,
when I install the OTRS in standalone mode works https without any kind of
problem,
but when I install the OTRS on servers that have at least 1 virtual host
this does not work at
https, someone knows that it can be


-- 
---
---
Matias N. Sliafertas
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Re: [otrs] Statistics on ticket history

2008-05-07 Thread Obee, Daniel

Hi.

Try SQL:

 Mails per queue (via otrs. ticket) 

SELECT q.name, count (q.name)
FROM otrs.article a, otrs.queue q, otrs.ticket t

where article_type_id = 1
and a.ARTICLE_SENDER_TYPE_ID = 1

and a.create_time 
between to_date('05/06/2008 00:00:00', 'MM/DD//HH24:MI:SS') 
and to_date('05/06/2008 23:59:59', 'MM/DD/ HH24:MI:SS')

and a.ticket_id = t.id
and t.queue_id = q.id

group by q.name
order by q.name

 Mails per Agent (via ticket_history) 

SELECT su.login, count (th.id)
from otrs.TICKET_HISTORY th, otrs.system_user su
where history_type_id = 8

and th.create_time 
between to_date('05/06/2008 00:00:01', 'MM/DD/ HH24:MI:SS') 
and to_date('05/06/2008 23:59:01', 'MM/DD/ HH24:MI:SS')

group by su.login
order by su.login

Greets,

Daniel


-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Richard Hinkamp - BeSite
Sent: Mittwoch, 7. Mai 2008 13:00
To: User questions and discussions about OTRS.org
Subject: [otrs] Statistics on ticket history

Hello,

I have a simple report to see how many tickets are closed per agent per 
period. What I really want is stats to see how many e-mails are sent per

agent per period. The data I like to run the stats on is the ticket 
history. Here I want to check the amount of SendAnswer actions performed

per agent. As far as I can see, the stats module is only for tickets. 
not the ticket history. Is there anything possible with stats on ticket 
history?

Thanks in advance!

Richard
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[otrs] Mandatory FreeText Field?

2008-05-07 Thread Rodrigo Pereira

Hi,

Is it possible, via web interface SysConfig area, to mark a FreeTextField as
mandatory? I've seen a couple of references to that while googling around,
but I'm not seeing that option there. Any hints?

TIA,
rodrigo

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[otrs] Statistics on ticket history

2008-05-07 Thread Richard Hinkamp - BeSite


Hello,

I have a simple report to see how many tickets are closed per agent per 
period. What I really want is stats to see how many e-mails are sent per 
agent per period. The data I like to run the stats on is the ticket 
history. Here I want to check the amount of SendAnswer actions performed 
per agent. As far as I can see, the stats module is only for tickets. 
not the ticket history. Is there anything possible with stats on ticket 
history?


Thanks in advance!

Richard
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Re: [otrs] OTRS 2.2.6 : problem with Customer Companies listing

2008-05-07 Thread Laurent Minost


Hi,

Anyone having such a behaviour please ?

In order for me to "debug" the problem, does anyone having OTRS 2.2.6
installed and working with an external MySQL database for Customer
Companies can :
- tell me if the link "Company" in Agent frontend is displaying
companies properly
- send me these files :
  -> Kernel/Config.pm
  -> Kernel/ZZZAuto.pm
  -> Kernel/ZZZAAuto.com
  -> Kernel/System/CustomerCompany.pm
  -> Kernel/Modules/AdminCustomerCompany.pm

Thanks by advance,

BR.

Laurent MINOST

Laurent Minost a écrit :

Hi,

upgraded to OTRS 2.2.6 a few days ago and we are faced to a little problem :

Under the Agent frontend, the Company link is not displaying anymore our
  companies from our external DB, when I click on the Company link/Icon,
  I'm only having nothing displayed, just the possibility to add a new
company.

Tried to get the same configuration (Config.pm / Defaults.pm /
ZZZAuto.pm / ZZZAAuto.pm ...) with OTRS 2.2.5 and my companies are
listed properly.

Did not find any OTRS bugzilla entry that could match this problem for
the moment.
Does anyone is having the same behaviour please or know how to solve it
(workaround or new 2.2.6 configuration maybe ? )

Thanks by advance.

Best regards,

Laurent
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Re: [otrs] mail loop

2008-05-07 Thread Richard Hinkamp - BeSite


Same here
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Re: [otrs] mail loop

2008-05-07 Thread Laurent Minost


Hi Lars,

Same thing here when sending my mail on May 5th 2:13pm

BR,

Laurent

Lars Jørgensen a écrit :

Am I the only one getting these? Seems there's a loop configuration at
lusen.otrs.org.


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[otrs] mail loop

2008-05-07 Thread Lars Jørgensen

Am I the only one getting these? Seems there's a loop configuration at 
lusen.otrs.org.


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Re: [otrs] how to avoid send emails

2008-05-07 Thread Lars Jørgensen

Hi Carlos.

You can disable it on the queue (Admin -> Queue). There are three customer 
notification options that you can turn off. This applies to all tickets in the 
queue, though.


--
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From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Operacion Control
Sent: Wednesday, May 07, 2008 1:16 AM
To: otrs@otrs.org
Subject: [otrs] how to avoid send emails

Hi guys

I would like to know if OTRS could be set up to avoid send email to customer.

Currently we are supporting several call shops without internet service, just 
using telephone lines.

The user agents notifications must be kept but the notifications to customer 
must be cancelled.

I did look for at SysConfig but I only found check MX & check mail address.

If source code must to be modified, please point me where to do that.

Thanks a lot.

Carlos
Oper & Control





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