[otrs] Customer Permission

[yevgeniy . kolesnyk]

Good morning dear all,

does anyone know how to add more permissions to customer? The default 
configuration suppose only two kind for customer ro and rw. I'd like to 
add createpermission to force customers to create all theirs tickets in 
one queue, but to be able edit them in other queue (after they moved there 
by agent).

Thanks in advance!

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Re: [otrs] is it mandatory for OTRS and mysql to be therein thesame box.

[LQ Marshall]

During testing we did have the mysql database on a different box.  Don't
recall there being any significant issue, but that was a while ago.  We may
have installed on a local system and migrated to a remote at a point during
testing. (?)

I'd suggest verifying the hostname and resolution. I can't really see a
reason why the code would care local vs. remote in this case.

Corin

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[otrs] otrs stats first response time

[Rachid Zarouali]

Hy all,
I'm knocking my head off working on :
- creating a custom stat query which return for all tickets in a definied 
queue, the first response time.
- creating a custom stat query which will return number of tickets in a 
definied queue who are below the first response escalation time and those who 
are
+after the first response escalation time.

anyone have already done that or know how to create the custom stat ?

Thanks for your help,
Rachid
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[otrs] (no subject)

[Rachid Zarouali]

Hy all,
I'm knocking my head off working on :
- creating a custom stat query which return for all tickets in a definied 
queue, the first response time.
- creating a custom stat query which will return number of tickets in a 
definied queue who are below the first response escalation time and those who 
are
+after the first response escalation time.

anyone have already done that or know how to create the custom stat ?

Thanks for your help,
Rachid

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[otrs] Retrieving information from Surveys

[Jacobs, Diane M.]

Can we develop a report in OTRS 2.3 that shows the details from the
Survey responses?

I wish to be able to assign values to the answers from the radio buttons
to find average scores on each question, and to use text responses and
view all the responses for surveys that were returned.

The only functionality I see now on the surface is that you can view
graphs for all surveys to date and you have to go to stats to view
comments on each individual survey response.

Thank you for your ideas.

Diane Jacobs
Manager of ITS Customer Support and Training Services
Community College of Allegheny County
College Office, Room 327
(412) 237-3123
djac...@ccac.edu
 
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[otrs] RES: New Ticket Notification

[Maurício Ramos]

Hi, I don´t know if your case is like the one we had but we also had to log 
with our agents and go to their preferences and select the queues from "My 
Queues" listbox (making them "blue" - selected). The queues we configured for 
them all appear in the listbox but in fact the agents will only be able to 
receive messages regarding that queue after selecting them again.

De: otrs-boun...@otrs.org [otrs-boun...@otrs.org] em Nome de James Burk 
[james.b...@dornc.com]
Enviado: segunda-feira, 8 de junho de 2009 14:30
Para: User questions and discussions about OTRS.
Assunto: [otrs]  New Ticket Notification

Hello all.

I have a problem where all of my Agents do not get an email notification when a 
new ticket is created for their queue.  All agents have their preferences 
properly set to receive email.  And there doesn't seem to be any logic for why 
the two agents that do receive them are selected.  Any thoughts?

Best regards,

Jim
ITIL Process Manager
NCDOR
919-715-4932
james.b...@dornc.com


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[otrs] New Ticket Notification

[James Burk]

Hello all.

I have a problem where all of my Agents do not get an email notification when a 
new ticket is created for their queue.  All agents have their preferences 
properly set to receive email.  And there doesn't seem to be any logic for why 
the two agents that do receive them are selected.  Any thoughts?

Best regards,
 
Jim
ITIL Process Manager
NCDOR
919-715-4932
james.b...@dornc.com


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[otrs] Resolved - RE: CustomerTicketMessage.dtl - Service Error

[Nathan Campbell]

I resolved this in a different manner - 

The dbo.service_customer_user table only had mappings for the first four
service ids.

I mapped the remaining ids in this table to the customer group and now
they appear in the drop down.

 

Nathan Campbell 
Dallas Symphony Orchestra

 

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Nathan Campbell
Sent: Monday, June 08, 2009 11:58 AM
To: User questions and discussions about OTRS.
Subject: [otrs] CustomerTicketMessage.dtl - Service Error

 

I have added about 10 entries in the Service module. I am having an
issue with the New Ticket Customer front end - the Service drop down is
only displaying the first 4 options.

I have opened the CustomerTicketMessage.dtl file and found this section
of code:

 





 

  



$Text{"Service (optional)"}:

$Data{"ServiceStrg"}





 

  



 

I am unable to find the definition file for $Data{"ServiceStrg"} - I
assume there is another file where this variable is defined and the
 HTML code is defined and that there is some kind of limition
(return top 4 or something) on the data call.

 

--

Environment
--

OTRS 2.3.2
Windows 2003 

IIS6 

SQL2005

 

Nathan Campbell
Dallas Symphony Orchestra

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[otrs] CustomerTicketMessage.dtl - Service Error

[Nathan Campbell]

I have added about 10 entries in the Service module. I am having an
issue with the New Ticket Customer front end - the Service drop down is
only displaying the first 4 options.

I have opened the CustomerTicketMessage.dtl file and found this section
of code:

 





 

  



$Text{"Service (optional)"}:

$Data{"ServiceStrg"}





 

  



 

I am unable to find the definition file for $Data{"ServiceStrg"} - I
assume there is another file where this variable is defined and the
 HTML code is defined and that there is some kind of limition
(return top 4 or something) on the data call.

 

--

Environment
--

OTRS 2.3.2
Windows 2003 

IIS6 

SQL2005

 

Nathan Campbell
Dallas Symphony Orchestra

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[otrs] Bedeutung der Farben und Blinken bei Queues

[Markus Opferkuch]

Hallo zusammen,

 

kann mir jemand erklären was die Farben bei den Queues bedeuten.

Ich finde den Hinweis nirgends.

 

Mit freundlichen Grüßen

 

Opferkuch

 

___

Markus Opferkuch

Leiter Medien- und Informationszentrum

Pädagogische Hochschule Schwäbisch Gmünd
73525 Schwäbisch Gmünd
Tel. 07171/983-310

___

 

BEGIN:VCARD
VERSION:2.1
N:Opferkuch;Markus;;Herr
FN:Markus Opferkuch (markus.opferk...@ph-gmuend.de)
ORG:Pädagogische Hochschule Schwäbisch Gmünd
TITLE:Leiter Medien- und Informationszentrum
TEL;WORK;VOICE:07171-983-310
ADR;WORK:;;Oberbettringer Straße 200;Schwäbisch Gmünd;;73525;Deutschland
LABEL;WORK;ENCODING=QUOTED-PRINTABLE:Oberbettringer Stra=DFe 200=0D=0ASchw=E4bisch Gm=FCnd 73525=0D=0ADeutschland
EMAIL;PREF;INTERNET:markus.opferk...@ph-gmuend.de
REV:20090212T144414Z
END:VCARD
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Re: [otrs] installation on FreeBSD Jail

[Jerais A. Al-Jeraisy]

Hi Michiel,

thank you man, you made my day, i thought no one faced/know my issue!

i'll check the servers this week and get back, appreciated.

btw, for Lighty + OTRS how-to, consider it done, i'll send it to the
maillist next week, insha'allah.

-- 
Jerais A. Al-Jeraisy, RHCE, LPIC, Linux+.
Sr. Systems Specialist
email: r...@jerais.com
website: http://www.jerais.com

"Knowledge is power, and power corrupts. Study hard, Be evil!" --unknown

On Mon, Jun 8, 2009 at 1:07 PM, Michiel Beijen  wrote:

> Hi Jerais,
>
> You probably noticed that Log.pm uses the System-V shared memory queues to
> store the system log messages for displaying these in the web frontend.
> I currently do not have access to a FreeBSD system, but there is a kernel
> configuration flag to enable System-V shmem: see the SYSVSHM option in the
> Handbook:
> http://www.freebsd.org/doc/en/books/handbook/kernelconfig-config.html - is
> this enabled in your kernel?
>
> Also, have you enabled jail.sysvipc_allowed sysctl for kernel? This is
> necessary to allow access to shmget et al. from a jail.
>
> Can you share your experiences with running OTRS on Lighty? Do you also use
> fcgi? Were there any caveats configuring it, and can you share your
> configuration setup?
>
> Kind regards,
> --
> Michiel Beijen
> Software Consultant
> +31 6 - 457 42 418
> Bee Free IT + http://beefreeit.nl
>
>
> On Wed, Jun 3, 2009 at 12:44, Jerais A. Al-Jeraisy wrote:
>
>> Hi all,
>>
>> well, i've this strange problem and i'm sure you gonna help me :-).
>>
>> - the problem is:
>> when i run -though web- installer.pl or index.pl i'm getting this error
>> message:
>>
>> "Function not implemented at
>> /usr/local/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 93."
>>
>> - this is the environment that i'm gonna install OTRS on:
>>
>> FreeBSD 7.1. -Jailed-.
>> Webserver: lighttpd-1.4.22
>> Perl version: v5.10.0
>> perl-OTRS modules:
>> ./otrs.checkModules
>> "
>>o CGIok (v3.43)
>>o Date::Pcalcok (v1.2)
>>o Date::Format...ok (v2.22)
>>o DBIok (v1.607)
>>o DBD::mysql.ok (v4.010)
>>o Digest::MD5ok (v2.38)
>>o Crypt::PasswdMD5...ok (v1.3)
>>o LWP::UserAgent.ok (v5.826)
>>o IO::Scalar.ok (v2.110)
>>o IO::Wrap...ok (v2.110)
>>o MIME::Base64...ok (v3.07)
>>o Mail::Internet.ok (v2.04)
>>o MIME::Toolsok (v5.427)
>>o Net::DNS...ok (v0.65)
>>o Net::POP3..ok (v2.29)
>>   o Net::POP3::SSLWrapper...not installed! (not required / for SSL
>> connections)
>>o Net::IMAP::Simple..not installed! (not required / for
>> IMAP connections)
>>   o Net::IMAP::Simple::SSL..not installed! (not required / for SSL
>> connections)
>>o Net::SMTP..ok (v2.31)
>>   o Authen::SASLok (v2.12)
>>o Net::LDAP..not installed! (not required / for
>> directory authentication)
>>o GD.ok (v2.41)
>>   o GD::Textok (v0.86)
>>   o GD::Graph...ok (v1.44_01)
>>   o GD::Graph::linesok (v1.17)
>>   o GD::Text::Align.ok (v1.18)
>>o PDF::API2..ok (v0.73)
>>   o Compress::Zlib..ok (v2.015)
>>o XML::Parserok (v2.36)
>> "
>> this is the first time i'm getting this with OTRS, and i'm struggling
>> since 2days to solve it.
>>
>> appreacitaced your help in advance.
>>
>>
>> --
>> Jerais A. Al-Jeraisy, RHCE
>> Sr. Systems Specialist
>> email: r...@jerais.com
>> website: http://www.jerais.com
>>
>> "Knowledge is power, and power corrupts. Study hard, Be evil!" --unknown
>>
>>
>> -
>> 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
>>
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>>
>
>
> -
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Re: [otrs] is it mandatory for OTRS and mysql to be there in thesame box.

[Katta, Lokesh Katta Subramanyam]

Yes, the remote port is open. I am also able to connect to the database
using the terminal. The problem is only when I configure it with OTRS.

Thanks and Regards,

Lokesh K S

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Reto Mueller
Sent: Sunday, June 07, 2009 5:17 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] is it mandatory for OTRS and mysql to be there in
thesame box.

Marco Vannini wrote:
> has the remote machine port 3306 open ?
>
> On Fri, Jun 5, 2009 at 1:55 PM, Katta, Lokesh Katta Subramanyam 
> mailto:lokesh...@cgi.com>> wrote:
>
> Yes. I created an user with privileges to access from anywhere.
> But the error I get is that the  is not allowed to
> connect to mysql.
>
>  
>
> Best Regards,
>
> Lokesh K S
>
>

>
> *From:* otrs-boun...@otrs.org 
> [mailto:otrs-boun...@otrs.org ] *On
> Behalf Of *Marco Vannini
> *Sent:* Friday, June 05, 2009 4:09 PM
> *To:* User questions and discussions about OTRS.
> *Subject:* Re: [otrs] is it mandatory for OTRS and mysql to be
> there in thesame box.
>
>  
>
> does the remote mysql has an access available from any place for
> the user that you are trying to use ?
>
> On Fri, Jun 5, 2009 at 12:06 PM, Katta, Lokesh Katta Subramanyam
> mailto:lokesh...@cgi.com>> wrote:
>
> Hi All,
>
>  
>
> While creating the database using the installer, I am getting
> errors if I mention the database location to be a different system
> other than the localhost. Unable to get what could be wrong. Has
> anyone tried it?
>
>  
>
> Best Regards,
>
>  
>
> Lokesh K S
>
>  
>
>
>
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>  
>
>
>
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>
>

>
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In some distros the parameter bind-address is set to localhost in the 
the my.cnf. Comment it and restart mysql.

regards,
Reto
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Re: [otrs] installation on FreeBSD Jail

[Michiel Beijen]

Hi Jerais,

You probably noticed that Log.pm uses the System-V shared memory queues to
store the system log messages for displaying these in the web frontend.
I currently do not have access to a FreeBSD system, but there is a kernel
configuration flag to enable System-V shmem: see the SYSVSHM option in the
Handbook:
http://www.freebsd.org/doc/en/books/handbook/kernelconfig-config.html - is
this enabled in your kernel?

Also, have you enabled jail.sysvipc_allowed sysctl for kernel? This is
necessary to allow access to shmget et al. from a jail.

Can you share your experiences with running OTRS on Lighty? Do you also use
fcgi? Were there any caveats configuring it, and can you share your
configuration setup?

Kind regards,
--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl


On Wed, Jun 3, 2009 at 12:44, Jerais A. Al-Jeraisy  wrote:

> Hi all,
>
> well, i've this strange problem and i'm sure you gonna help me :-).
>
> - the problem is:
> when i run -though web- installer.pl or index.pl i'm getting this error
> message:
>
> "Function not implemented at
> /usr/local/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 93."
>
> - this is the environment that i'm gonna install OTRS on:
>
> FreeBSD 7.1. -Jailed-.
> Webserver: lighttpd-1.4.22
> Perl version: v5.10.0
> perl-OTRS modules:
> ./otrs.checkModules
> "
>o CGIok (v3.43)
>o Date::Pcalcok (v1.2)
>o Date::Format...ok (v2.22)
>o DBIok (v1.607)
>o DBD::mysql.ok (v4.010)
>o Digest::MD5ok (v2.38)
>o Crypt::PasswdMD5...ok (v1.3)
>o LWP::UserAgent.ok (v5.826)
>o IO::Scalar.ok (v2.110)
>o IO::Wrap...ok (v2.110)
>o MIME::Base64...ok (v3.07)
>o Mail::Internet.ok (v2.04)
>o MIME::Toolsok (v5.427)
>o Net::DNS...ok (v0.65)
>o Net::POP3..ok (v2.29)
>   o Net::POP3::SSLWrapper...not installed! (not required / for SSL
> connections)
>o Net::IMAP::Simple..not installed! (not required / for IMAP
> connections)
>   o Net::IMAP::Simple::SSL..not installed! (not required / for SSL
> connections)
>o Net::SMTP..ok (v2.31)
>   o Authen::SASLok (v2.12)
>o Net::LDAP..not installed! (not required / for
> directory authentication)
>o GD.ok (v2.41)
>   o GD::Textok (v0.86)
>   o GD::Graph...ok (v1.44_01)
>   o GD::Graph::linesok (v1.17)
>   o GD::Text::Align.ok (v1.18)
>o PDF::API2..ok (v0.73)
>   o Compress::Zlib..ok (v2.015)
>o XML::Parserok (v2.36)
> "
> this is the first time i'm getting this with OTRS, and i'm struggling since
> 2days to solve it.
>
> appreacitaced your help in advance.
>
>
> --
> Jerais A. Al-Jeraisy, RHCE
> Sr. Systems Specialist
> email: r...@jerais.com
> website: http://www.jerais.com
>
> "Knowledge is power, and power corrupts. Study hard, Be evil!" --unknown
>
>
> -
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[otrs] AccountedTime PDF Output

[sander vink]

Hi all!

 

I am running OTRS 2.3.4 on a Fedora 9 core.

Is it possible to configure the PDF output in Search?

I'd like to add "AccountedTime" ( the working hours ) to that PDF export.

 

Hope you can help me.

 

Thanks a lot!

 

Kind regards,

Sander Vink
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