Re: [otrs] Bulk emptying of a queue
Check the section in the manual on Generic Agents -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Stephen Hawkins Sent: Tuesday, February 03, 2009 1:43 PM To: otrs@otrs.org Subject: [otrs] Bulk emptying of a queue otrs, I an new to otrs having inherited it. I have a queue that has nearly 2000 items in it. Without individually marking each one as "selected for Bulk", is there anyway to easily close, or delete them all. Thanks, Steve -- Steve Hawkins Technical Support Engineer -- Palisade Systems, Inc 2625 N. Loop Drive, Suite 2120 - Ames IA, 50010 USA Email: supp...@palisadesys.com - Web: http://www.palisadesys.com/ Phone: 1(888) 325-6500 -- ___ 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 ___ 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
[otrs] Unable to install FAQ module
New to OTRS, please bear with me. OTRS seems to be running fine for me, but when I tried to install the FAQ module I get: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Tue Feb 3 10:59:12 2009 Message: Need File/Package! Traceback (4543): Module: Kernel::Output::HTML::Layout::Error (v1.110.2.6) Line: 1312 Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.110.2.6) Line: 1291 Module: Kernel::Modules::AdminPackageManager::Run (v1.65.2.4) Line: 1265 Module: Kernel::System::Web::InterfaceAgent::Run (v1.35) Line: 824 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.87) Line: 47 Unfortunately there seems to be no indication of what File/Package might be needed. And I could not find anything in the, ahem, FAQ ... begin:vcard fn:Peter Dyke n:Dyke;Peter org:Computer Variations adr:;;PO Box 34683;San Diego;CA;92163;USA email;internet:p...@compuvar.com tel;work:619 468 3400 tel;fax:619 374 2175 x-mozilla-html:TRUE url:http://www.compuvar.com 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
[otrs] Bulk emptying of a queue
otrs, I an new to otrs having inherited it. I have a queue that has nearly 2000 items in it. Without individually marking each one as "selected for Bulk", is there anyway to easily close, or delete them all. Thanks, Steve -- Steve Hawkins Technical Support Engineer -- Palisade Systems, Inc 2625 N. Loop Drive, Suite 2120 - Ames IA, 50010 USA Email: supp...@palisadesys.com - Web: http://www.palisadesys.com/ Phone: 1(888) 325-6500 -- ___ 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
Re: [otrs] Agents not receiving 'webrequest-tickets'
I would like to add that as soon as an agent has zoomed in on a ticket, emails are sent (and received) on updates. Regards, Bob -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Bob Huisman Sent: dinsdag 3 februari 2009 12:06 To: otrs@otrs.org Subject: [otrs] Agents not receiving 'webrequest-tickets' Hello, We've recently configured our existing otrs installation to allow our clients to log in and open/close tickets (from the customer.pl page). However, when such a ticket is opened, an agent does not receive a notification. This is what we've done: - create a new group, let's call it 'customer group' - create a new queue named 'customer tickets', with said group - create a new role, 'customers' - set the 'customers' role to have 'rw' access to the 'customer group' When a customer user logs into the web interface, the group now shows up and a new ticket can be created. If a ticket is opened or closed, the customer user will receive a notification. An agent with access to that queue, can see the ticket in the agent web interface, but does not receive new ticket notifications (the queue is also in 'My Queues'). Agents do receive new ticket notifications if a ticket was picked up from a mailbox by PostmasterPOP3.pl. What can we do to solve this issue? We are using OTRS version 2.1.6 (upgrading is an option, but I'd much rather stick to this version for now - planning issue). Thanks very much in advance. Kind regards, Bob Huisman FilterWorks B.V. ___ 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 ___ 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
[otrs] Agents not receiving 'webrequest-tickets'
Hello, We've recently configured our existing otrs installation to allow our clients to log in and open/close tickets (from the customer.pl page). However, when such a ticket is opened, an agent does not receive a notification. This is what we've done: - create a new group, let's call it 'customer group' - create a new queue named 'customer tickets', with said group - create a new role, 'customers' - set the 'customers' role to have 'rw' access to the 'customer group' When a customer user logs into the web interface, the group now shows up and a new ticket can be created. If a ticket is opened or closed, the customer user will receive a notification. An agent with access to that queue, can see the ticket in the agent web interface, but does not receive new ticket notifications (the queue is also in 'My Queues'). Agents do receive new ticket notifications if a ticket was picked up from a mailbox by PostmasterPOP3.pl. What can we do to solve this issue? We are using OTRS version 2.1.6 (upgrading is an option, but I'd much rather stick to this version for now - planning issue). Thanks very much in advance. Kind regards, Bob Huisman FilterWorks B.V. ___ 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
[otrs] Free text fields: show contents instead of keys in AgentTicketZoom.dtl...
Hello OTRS list I'd like to readdress http://osdir.com/ml/otrs.devel/2007-06/msg00011.html. In view "AgentTicketZoom" which is based on template file "AgentTicketZoom.dtl" when displaying free text fields what is displayed are the keys and not the contents. This is the case for free text field names as well as for free text field values. Is this intentional and if yes, what is the reasoning behind this setting? For the sake of usability I need to display contents instead of keys. A workaround would consist of setting the keys to the identical string values as their corresponding contents, but that would undermine in general the key-content-philosophy. I need separate key and content values due to the conceptual integration of OTRS within our system environment. Displaying contents instead of keys does not seem to be problematic in views Action=AdminSysConfig (AdminSysConfig.dtl) and Action=AgentTicketFreeText (AgentTicketFreeText.dtl) as well as in view Action=AgentTicketSearch (AgentTicketSearch.dtl). That's why I tried to use that syntax for displaying contents in AgentTicketZoom.dtl. However that doesn't work, which is probably due to functional setup differences between those .dtls. So my question is: where do I find instructions about displaying any data element in any location within any .dtl? Is it necessary to include certain classes for specific purposes in certain .dtls? What is also interesting is the fact that the content values for free text fields are not stored in the DB but in a file called /Kernel/Config/Files/ZZZAuto.pm. What is the reason for that setup? Thanks in advance for your explanations! Regards Lex ___ 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
