[otrs] Show locked ticket in My Queue
Hi, Is it possible to show locked ticket in My Queue? When i locked the ticket, it shows nothing in My Queue eventhough i'm the owner of the ticket. Or My Queue is used to show tickets that are unlocked only? Regards Ann ___ 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] Show Locked Ticket in My Queue
Hi, Is it possible to show locked ticket in My Queue? When i locked the ticket, it shows nothing in My Queue eventhough i'm the owner of the ticket. Or My Queue is used to show tickets that are unlocked only? Regards Ann ___ 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] R: Show locked ticket in My Queue
Yes, you guess it, Ann. My queue is used to se the unlocked tickets available in the queues you have subscribed through you preferences, between the ones you are enabled on. There's no reason to see a locked ticket in a queue, since there's an agent working on it. Eventually, you may activate statusview in sysconfig to see where locked tickets are. Ciao, d. Da: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Per conto di Ann Lee Inviato: venerdì 11 luglio 2008 11.40 A: otrs@otrs.org Oggetto: [otrs] Show locked ticket in My Queue Hi, Is it possible to show locked ticket in My Queue? When i locked the ticket, it shows nothing in My Queue eventhough i'm the owner of the ticket. Or My Queue is used to show tickets that are unlocked only? Regards Ann ___ 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] Ticket status depending on reply
Hi. Is it possible to set a ticket status depending on the reply chosen by the agent? We have a reply called answer and close ticket that includes a standard passage about the closure of the ticket. Selecting this reply, the agent still has to remember to set the status of the ticket to closed which I have a hard time explaining to them :-) -- Lars Jørgensen Netværksadministrator Gyldendal A/S Tlf. 33 75 57 95 ___ 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] Automatically sign in via LDAP
Hi. We have LDAP authentication of agents and customers. Is it possible to avoid the login dialog and log in the agents and customers based on their current Windows credentials? -- Lars Jørgensen Netværksadministrator Gyldendal A/S Tlf. 33 75 57 95 ___ 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] Mail loops
Hi. Sometimes it happens that we need to forward a ticket to an external service provider and sometimes they have some kind of auto responder set up saying thanks for you mail, we'll get back to you whenever. This autoreply happens to strip all OTRS information from the mail so it will generate a new ticket in OTRS. OTRS then replies with thanks for your mail, we've created a brand new ticket for you! and then we have the loop. There's some loop detection in SysConfig but it is already enabled and I can't seem to configure anything in it. My solution so far has been to suspend the Postmaster POP3 and log in to the mail server with a Thunderbird client and delete all the thank you mail in the mailbox and then restart OTRS. Is there a smarter way of avoiding these loops? Can we disable auto-replies for mail not sent from our domain name? -- Lars Jørgensen Netværksadministrator Gyldendal A/S Tlf. 33 75 57 95 ___ 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] retaining html formatting for incoming tickets created via email
I think it should. Even if I also personnaly think that support tickets *can be* only in plain text, in particular cases it could be useful to have full HTML support to reply to some customers with HTML emails. (for company's image purposes e.g.) Maybe it's not easy to implement, but I think it should be configurable by a directive to enable HTML or no. Does anyone of the OTRS dev team can tell us if there is something planned for this please ? (I checked the TODO in cvs but didn't find any entries about this subject) Laurent MINOST Steven Carr a écrit : Sean Diggins wrote: I presume this has been asked many times previously, but my searches have been fruitless. We have a privately hosted (intranet) OTRS and would like to keep html formatting intact for tickets created by email, due to our user's extensive use of inline screenshots. The only setting I've found which seems related is turning off the PostmasterAutoHTML2text, but this didn't work. OTRS doesn't support HTML emails. 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 ___ 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] Theme Not Working
The theme works on the logon screen but once logged in, it reverts back to the Standard theme. Logout and refresh and sure enough the theme changes back to the custom theme I created. I just edited both sets of files in the mean time. So my guess is there are multiple areas you change the theme. As Lars suggested here, I don't see any Theme selection anywhere in the personal customer account. Cheers, have a good weekend! Steve From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Lars Jørgensen Sent: Friday, June 27, 2008 4:29 AM To: 'User questions and discussions about OTRS.org' Subject: Re: [otrs] Theme Not Working Hi Luca, That doesn't matter as long as the user has selected a theme in their own settings. -- Lars From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Luca Maranzano Sent: Thursday, June 26, 2008 5:14 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Theme Not Working From sysconfig did you change the DefaultTheme? HTH, --luca On Thu, Jun 26, 2008 at 4:56 PM, Steve Rizkalla [EMAIL PROTECTED] wrote: I fixed the permissions and still nothing. Should I redo the sql script? In the administration, our new theme is definitely selected. I make a simple change to the header and nothing happens But wait... when I make a change to the header in the Standard directory file, the change takes effect. So it seems the proper theme is selected in administration but it really isn't. Still checking.. Steve -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Shawn Beasley Sent: Thursday, June 26, 2008 9:16 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Theme Not Working Hi Steve, Hi everyone, I've created a new theme and it isn't working. Here's what I did OTRS v2.2.7 on Redhat EL 5 fully updated cp -r /opt/otrs/Kernel/Output/HTML/Standard/* /opt/otrs/Kernel/Output/HTML/Helicos You did this as root right? cp -rp would have been better. Check your file permissions. Re-run ./SetPermissions.sh or modify the permissions per hand. This should fix your problem. vi'ed the following two files to change the words COMPANY NAME and FOOTER to the company name. Made the change in mysql Selected the new theme within the admin tool Still don't see the theme. Hope I could help! ((enjoy)) -- 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 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] retaining html formatting for incoming tickets created via email
Laurent Minost wrote: Does anyone of the OTRS dev team can tell us if there is something planned for this please ? (I checked the TODO in cvs but didn't find any entries about this subject) The dev team don't usually monitor this list, there is a development mailing list [EMAIL PROTECTED] (http://lists.otrs.org/cgi-bin/listinfo/dev) or post a bug request at http://bugs.otrg.org 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/
Re: [otrs] Installing OTRS on a Hosting Service
Thanks for your reply, Steven. I haven't really taken into account teh stuff with mod_perl... You're right... The problem such hosting style tends to be considerable more expensive as compared to the traditional ones. Thank you one more time, Harry On Thu, Jul 10, 2008 at 1:45 PM, Steven Carr [EMAIL PROTECTED] wrote: Harry Cruz wrote: I'd like to have OTRS installed on a perl-enabled hosting service... The point is, there are Cron jobs which need to be performed... but my host won't allow me to move around with server configurations How could I proceed? Which host would you recommend? In order to get the best performance out of OTRS it needs config changes to Apache and to have mod_perl installed. You would be better off looking for a hosting provider that gives you your own custom linux platform/virtual server (ala slicehost* style) - a simple hosting package would not suffice for hosting OTRS. Steve *never used slicehost so cant vouch for their service/support etc. -- 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 ___ 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] retaining html formatting for incoming tickets created via email
If OTRS doesn’t support retention of html _at all_, what is the PostmasterAutoHTML2text switch for? It is set to on by default, but turning it off doesn’t seem to change anything. Thanks, Sean ___ 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] retaining html formatting for incoming tickets createdvia email
I've noticed the same thing, when I set this parameter to off for the same reason. I'd really like to have html e-mails supported in OTRS. Regis -Message d'origine- De : [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] De la part de Sean Diggins Envoyé : vendredi 11 juillet 2008 16:23 À : 'User questions and discussions about OTRS.org' Objet : Re: [otrs] retaining html formatting for incoming tickets createdvia email If OTRS doesn't support retention of html _at all_, what is the PostmasterAutoHTML2text switch for? It is set to on by default, but turning it off doesn't seem to change anything. Thanks, Sean ___ 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] retaining html formatting for incoming tickets createdvia email
Régis OBERLE wrote: I've noticed the same thing, when I set this parameter to off for the same reason. I'd really like to have html e-mails supported in OTRS. I guess OTRS doesn't support this yet, because putting user submitted HTML in OTRS requires quite a bit of checking and probably filtering because otherwise it's probably pretty easy to mess up the OTRS layout or even execute code by embedding it in HTML mails in nasty ways. But sure you can open a bug report for it if there isn't one already. 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] Automatically sign in via LDAP (Lars J?rgensen)
We have LDAP authentication of agents and customers. Is it possible to avoid the login dialog and log in the agents and customers based on their current Windows credentials? I want to know this too. On Apache level we can use ntlm to achieve that, and on OS level we can use kerbros+LDAP to enable Linux using Windows credential. How can we do this in OTRS? Daniel ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Automatically sign in via LDAP
We have LDAP authentication of agents and customers. Is it possible to avoid the login dialog and log in the agents and customers based on their current Windows credentials? I want to know this too. On Apache level we can use ntlm to achieve that, and on OS level we can use kerbros+LDAP to enable Linux using Windows credential. How can we do this in OTRS? Daniel ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Automatically sign in via LDAP
We have LDAP authentication of agents and customers. Is it possible to avoid the login dialog and log in the agents and customers based on their current Windows credentials? I want to know this too. On Apache level we can use ntlm to achieve that, and on OS level we can use kerbros+LDAP to enable Linux using Windows credential. How can we do this in OTRS? Daniel ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? = http://www.otrs.com/
[otrs] Upgrade from 2.1.7 to 2.2.7
I have some problems with utf8 after upgrade from 2.1.7 to 2.2.7. I have made all steps from readme files, restore db from dump and upgraded it (mysql db), but in my old tickets I have wrong characters, new ones looks fine. What could I missed? ___ 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 error
Hi, I intrageted OTRS with OPenldap. But i cannot able login, it shows failed, please find the log below, Jul 12 03:38:07 vistest OTRS-CGI-10[9886]: [Error][Kernel::System::Auth::LDAP::A uth][Line:248]: Search failed! base='cn=Manager,ou=People,dc=vistest,dc=com', fi lter='(memberUid=siva)', Success Also find my Config.pm file attached, Any help me ... Thanks Siva -- Thanks Regards Sivakumar Config.pm Description: Binary data ___ 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] OTRS-2.2/ITSM-1.1.2: Kundenfirmenverwaltung seit Upgrade nicht mehr korrekt
Hallo,
ich bin seit eben neu hier in der Liste, aber schon seit längerer Zeit
OTRS-Admin.
Nun habe ich ein akutes Problem und hoffe auf hilfreiche Tips:
1. Seit einem Update von ITSM-1.0.x auf das aktuelle 1.1.2 funktioniert meine
Kundenfirmenverwaltung nicht mehr korrekt; ich kann zwar neue Firmen anlegen,
jedoch kann ich mir keine Liste der Firmen mehr anzeigen lassen und somit auch
keinen Eintrag mehr editieren.
Mache ich hier irgendetwas falsch oder ist das ein Bug?
2. Einige ConfigItem-Suchfelder funktionieren nicht mehr wie gewohnt. Z.B. das
Besitzer-Feld: hier ist keine Eingabe von Wildcards (*) mehr möglich bzw. deren
Verarbeitung scheitert. Ich kann nur noch nach Besitzern suchen, deren
vollständigen Benutzernamen ich kenne und dort ingebe...
Was läuft hier evtl. falsch?
Ich wäre dankbar, einige Tips zu erhalten, was ich falsch mache, oder ob es
sich hier um Fehler handelt, und wie man das evtl. beheben kann.
Danke im Voraus.
Stefan
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Re: [otrs-de] OTRS-2.2/ITSM-1.1.2: Kundenfirmenverwaltung seit Upgrade nicht mehr korrekt
Hallo Stefan, On Fr, Jul 11 2008, Stefan Jurisch wrote: ich bin seit eben neu hier in der Liste, aber schon seit längerer Zeit OTRS-Admin. Dann erst mal ein herzliches Willkommen. 1. Seit einem Update von ITSM-1.0.x auf das aktuelle 1.1.2 funktioniert meine Kundenfirmenverwaltung nicht mehr korrekt; ich kann zwar neue Firmen anlegen, jedoch kann ich mir keine Liste der Firmen mehr anzeigen lassen und somit auch keinen Eintrag mehr editieren. Wie wirkt sich das genau aus? Erhältst Du eine Fehlermeldung oder eine leere Liste - oder beides? 2. Einige ConfigItem-Suchfelder funktionieren nicht mehr wie gewohnt. Z.B. das Besitzer-Feld: hier ist keine Eingabe von Wildcards (*) mehr möglich bzw. deren Verarbeitung scheitert. Generell sollte das funktionieren. Für Fragen zu OTRS::ITSM würde ich Dir allerdings empfehlen, Deine Frage nochmal auf der Liste itsm-de zu posten, dort lesen unter Anderem auch die ITSM-Entwickler mit. Viele Grüße 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 pgpu3QlcRXsYd.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/
