[otrs] 'No Permission' when trying to print ticket
When I try to print a ticket when logged in as a customer, a new page comes up with No Permission! Message: No permission and it doesn't print. I can print from the FAQ and print when logged in as a user, but I can't find where I need to change a permission to allow customers to print tickets?? ___ 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] PostMaster filter precedences?
Hi, I'm having trouble with the PostMaster filter. I currently have two filters like so: Filter 1 To = [EMAIL PROTECTED] Queue=Web Support Filter 2 To = [EMAIL PROTECTED] Subject=posting request Queue =Posting Requests But Filter 2 doesn't work - all posts to [EMAIL PROTECTED] go into the Web Support queue, regardless of subject. Is there some ordering or precedence that I can set with the filters so that Filter 2 gets examined before Filter 1? Thanks, Stan McFarland ___ 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] PostMaster filter precedences?
Stan McFarland sfmcfar at gmail.com writes: Hi, I'm having trouble with the PostMaster filter. I currently have two filters like so: Filter 1 To = websupport at a.com Queue=Web Support Filter 2 To = websupport at a.b.com Subject=posting request Queue =Posting Requests Sorry, both e-mail addresses in Filter 1 and Filter 2 should read [EMAIL PROTECTED]. They are the same. -stan ___ 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] PostMaster filter precedences?
Filters are worked on by the order off appearance (alphabetically), so Filter 2 is worked on after Filter 1 (I'd add the numbers in front, makes is more flexible on the long run). The last filter allways overwrites the previous, so in your case Filter 2 has to be placed after Filter 1. If you've already done this, re-check the Filter. Greets, Daniel -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Stan McFarland Sent: Friday, August 15, 2008 3:45 PM To: otrs@otrs.org Subject: Re: [otrs] PostMaster filter precedences? Stan McFarland sfmcfar at gmail.com writes: Hi, I'm having trouble with the PostMaster filter. I currently have two filters like so: Filter 1 To = websupport at a.com Queue=Web Support Filter 2 To = websupport at a.b.com Subject=posting request Queue =Posting Requests Sorry, both e-mail addresses in Filter 1 and Filter 2 should read [EMAIL PROTECTED]. They are the same. -stan ___ 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] PostMaster filter precedences?
Obee, Daniel dobee at jamba.net writes: Filters are worked on by the order off appearance (alphabetically), so Filter 2 is worked on after Filter 1 (I'd add the numbers in front, makes is more flexible on the long run). The last filter allways overwrites the previous, so in your case Filter 2 has to be placed after Filter 1. Bingo! I would have never figured this out on my own. Thanks a bunch! -stan ___ 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 article order when printing
Hello, I've successfully changed the article sort order in a ticket with Ticket::Frontend::ZoomExpandSort (reverse), but when printing (PDF or normal), the order is the opposite. Anyone have an idea which flag I can use to change the print order articles in a ticket? I've been searching in vain. Also, is there an easy way to change the default background colour of the printed ticket/article when using PDF? The default is a gray bg, which makes it difficult to fax. Thanks Henry ___ 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] GenericAgent not performing UPDATE
After some more testing, I found out that I can can get this job to
function if I comment out the line referring to the escalation of the
ticket. That is, I comment out the line
# Escalation = 1,
Any ideas how to make the escalation command work?
Thanks,
Amanda
On Aug 14, 2008, at 4:33 PM, Amanda Beyersmith wrote:
Steve,
Thanks so much. I'm actually aware of the two methods, and the job
I need done is too complicated for the GUI, so I went into
GenericAgent.pm to directly enter the code in perl. However, for
some reason, the code isn't actually having any affect. I've tried
several different codes, I just included one that I knew for sure
didn't include any errors.
Thanks again,
Amanda
On Aug 14, 2008, at 3:58 PM, Steven Carr wrote:
Hi Amanda,
As far as I know there are 2 methods of creating Generic Agent
jobs, you can create them through the GUI in which case they are
stored within the database itself or you can create them by editing
the GenericAgent.pm file. The GenericAgent.pm file allows you to do
more complex tasks directly in Perl.
Regards
Steve
Amanda Beyersmith wrote:
Hey, I was wondering if anyone had come to any miraculous
conclusions
about why modifying .../Config/GenericAgent.pm wasn't adding jobs to
my web interface. Here's what I've done:
I've been looking at the examples in GenericAgent.pm.examples to see
how to do so and I'm rather certain that my coding is correct.
However, even when I save my changes to GenericAgent.pm, the file
doesn't turn up on the Web user interface for the admin. This is
the
code I have:
==
#
---
# config options
#
---
%Jobs = (
# [name of job] - send escalation notifications
'Send Escalated Tickets from Level 1 to Level 2' = {
Queue = ['Other', 'Under Attack', 'WebUI', 'RE', 'RX',
'rView'],
Escalation = 1,
# new ticket properties
New = {
Queue = 'Level 2',
},
},
# insert your jobs (see Kernel/Config/GenericAgent.pm.examples)
);
#
---
# end of config options
#
---
1;
==
I have also tried taking the exact example that they have in
GenericAgent.pm and removing the comments in front of the code lines
and I still don't get anything, so I don't think that syntax is the
error.
Anyone have any ideas as to what could be causing my troubles?
Thanks so much,
Amanda
Amanda Beyersmith
[EMAIL PROTECTED]
404-723-2759
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--
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
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Amanda Beyersmith
[EMAIL PROTECTED]
404-723-2759
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Amanda Beyersmith
[EMAIL PROTECTED]
404-723-2759
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[otrs] Can't update using DBUpdate-to-2.3.mysql.sql
I'm trying to figure out why I can't update an otrs DB that I've moved over from an older otrs server. I've followed all the steps as seen in http://faq.otrs.org/otrs/public.pl?Action=PublicFAQItemID=258 and http://faq.otrs.org/otrs/public.pl?Action=PublicFAQItemID=259 I've gotten as far as importing the sql dump from the old server into the new server, and I'm now trying to update the schema. The old server was running otrs 2.2.4 and I have the new 2.3.1 on the new server. So, Ias I understand it, I only need to user DBUpdate- to-2.3.mysql.sql. But here's what happens when I get there: bash-3.2# mysql -p otrs /opt/otrs/otrs-dump.sql Enter password: bash-3.2# mysql -p otrs DBUpdate-to-2.3.mysql.sql Enter password: ERROR 1050 (42S01) at line 8: Table 'users' already exists Can someone tell me if I'm missing a step somewhere that's not shown in the FAQ? Thanks, Will ___ 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 others in our field using OTRS
I'm interested in locating other companies using OTRS in the same field we are in. We are a small IT services shop, and as such, don't have the manpower on staff to dig in and tweak OTRS. I'd love to chat with someone about how you use OTRS, what workflow you've implemented and any customizations you've made. Obviously, it is your expertise in customizing OTRS we're looking for, so if you have developed some customizations we would like to implement, I'm definitely not above paying you for your time! As a business model, we have scheduled maintenance visits to client locations that we perform. During those visits, we work on any number of tasks. Each task we work on for a client should be a ticket. Sometimes we also perform remote work and unscheduled work. As far as billing, we typically bill for the visit, and not for each task. So we don't really use the time units in the tickets in OTRS, as they don't have a lot of meaning for us. So I am looking for how others have integrated time tracking with ticket tracking. Based on suggestions of others here, I am looking at tying together a timesheet type package with OTRS (currently evaluating Timetrex and a few others). Obviously, if you are in the same geographical location as me, you might not want to share these secrets with me, and I understand. I am in the Salt Lake City, Utah, area, so if there is anyone who would like to share how they've implemented OTRS in this type of business, please let me know! Feel free to drop me a line off the list as well, as this might not be 100% pertinent to others here. ___ 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] Zurücksetzen der Eskalation in OTRS 2 .3.1
Hi Laura, On Di, Aug 05 2008, Laura Ohrndorf wrote: Ich bin gerade dabei, die Anpassungen, die ich an unserem OTRS-System vorgenommen habe, auf OTRS 2.3.1 zu übertragen. Aktuell verzweifle ich etwas an der Handhabung der Eskalationen: in 2.2 gab es eine Funktion namens TicketEscalationStartUpdate(), mit der man den Beginn der Eskalationszeit zurücksetzen konnte. Das habe ich dafür genutzt, um Eskalationen nach dem Verschieben eines Tickets neu zu starten. Die Funktion gibt es in 2.3 in der Tat nicht mehr. In der Datenbank wird nun nicht mehr das Startdatum für die Eskalation abgelegt, sondern das nächste Eskalationsdatum. Es bringt auch nichts diesen Wert direkt in der Datenbank zu verändern, weil er bei der nächsten Ticketaktion wieder neu berechnet und geschrieben wird. Die einzige Möglichkeit den Eskalationsmechanismus zu beeinflussen besteht nun im Ändern der Eskalationszeiten auf Queueebene oder durch Zuweisung eines anderen SLAs. Letzteres ist in Deinem Fall vielleicht die beste Lösung, daß ließe sich auch durch ein move Event triggern. 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 pgpZa94dvz4Mn.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] Zeilenumbrüche im FAQ-Modul von OTRS
Hallo Klaus, On Sa, Aug 09 2008, Klaus Braun wrote: In der Tat wird ein FAQ-Beitrag nach einer festen Anzahl Zeichen umgebrochen und in der HTML-Darstellung durch ein br ersetzt. Die Anzahl der Zeichen wird anscheinend von der Breite des Formularfeldes bestimmt, in das der Beitrag eingegeben wird. Die automatischen Zeilenumbrüche im Formularfeld wandern dann anscheinend als \n in die Datenbank und werden bei der Darstellung entsprechend ersetzt. [...] Was ich nun gemacht habe, ist, diese Ersetzung im FAQ-Modul in Zeile 542 auszukommentieren, wie im folgeden Ausschnitt: [...] Damit kann ich dann zwar kein Return mehr nutzen, um Zeilenumbrüche in HTML zu erzwingen, aber das ist es mir Wert. Ich bin völlig Deiner Meinung, daß die derzeitige Lösung unschön ist. Die Konvertierung der Zeilenumbrüche soll Usern helfen, die sich nicht mit irgend welchem Markup rumschlagen wollen. Die Umsetzung lässt sich allerdings wirklich noch verbessern, zumindest sollte das Verhalten konfigurierbar sein. Ich werde das auf jeden Fall mal bei unseren Entwicklern ansprechen. In jedem Fall ist dieses Thema einen Bugreport auf http://bugs.otrs.org wert. ;-) 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 pgpUrNpAF2VVz.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] Ticket-Vorlagen/Templates
Hallo Namensvetter, :) On Mo, Aug 11 2008, Diederich Henning wrote: Die Erstellung mit einem HTML-Formular ist soweit klar, nach dem abschicken wird vermutlich eine Email generiert und ans Ticketsystem weitergeleitet. Anhand dieser Email würde ich gern in dem neuerstelltem Ticket bereits die Vordefinierten Felder Ticketfreetext befüllen, ich denke es geht mit diesem Postmasterfiltern funktionieren, oder hast du noch eine Bessere Idee? Der Postmaster Filter ist genau das Richtige für diesen Zweck. Wenn Du generell freie Felder mit Standardwerten füllen willst, schau Dich mal unter Admin - Sysconfig - Ticket - Core::TicketFreeTextDefault um. 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 pgp9dlLEZym66.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] Anfängerfrage zu Ticket-Besitzern
Hallo, On Mo, Aug 11 2008, lists wrote: Danke, aber genau das ist das ja das Problem. Die Benutzer haben die entsprechenden Queues in Meine Queues hinzugefügt. Wurde zuvor überhaupt eine Queue ausgewählt? Es werden nämlich erst anhand der ausgewählten Queue die möglichen Besitzer ermittelt. Wenn Javascript deaktivier ist, muß nach der Queueauswahl zusätzlich noch aktualisieren gedrückt werden. 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 pgpMGWu1qZNPJ.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/
