[otrs] do not reply to customer_user email only receipient
Hi, Anybody know how when replying on a ticket how to remove that reply goes both to the reciepient of the ticket and the customer_user email address? I only want the ticket to go to the recipient, not the customer_user email. Thanks! Vennlig hilsen / Best regards Daniel Tangen IT Associate / Blackberry Technical Consultant Mob.: +47 48 40 00 14 d...@trigcom.no www.trigcom.no Trigcom AS Kronprinsesse Märthas plass 1 Po-box 1391 Vika N-0114 Oslo Norway --- Sent from my BlackBerry® smartphone provided by Trigcom - www.trigcom.no - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] notify customer on agent followup
Hi, I need to use mail support, because for my company my customers, don't be obliged to use the customer interface to follow their tickets. The customer interface must just be used to the customer who want to see an old ticket if they have the same question and they forgive the answer or see their old tickets. Of course, we must allow the costumers to use the customer interface to follow their tickets, but we mustn't oblige him to use it ... so we need to notify them for each followup of the agents (each external-note) (sorry for my english, I hope that I arrive has to make me understand :) Thank you, Samuel. 2009/6/18 Shawn Beasley > Hi Samuel, > > On 17.06.2009, at 12:45, samuel THOMAS wrote: > > Hello, >> >> I need to notify customers when an agent make a follow up on his ticket. >> How can i do this please ? >> > > > What about using e-mail responses instead of the note feature? If your > customers are using the webinterface, you can use external notes as well. > > -- > > Shawn Beasley > Support Technician > > ((otrs)) :: OTRS AG :: Europaring 4 :: D - 94315 Straubing > 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 > Vorstand: André Mindermann (Vorsitzender), Martin Edenhofer > > NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! > http://www.otrs.com/de/support/enterprise-subscription/ > > > - > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Help with email configuration and testing
I'm very sorry but, as you can read, I'm very far from the solution!!! At the moment I need to fix the PPM error Can't locate object method "rvalidate" via package "PPM::XML::PPD::html" at C:/Program Files/OTRS/StrawberryPerl/perl/site/lib/PPM.pm line 1687, <> line 5. or the CPAN one ... Detected uninstalled Perl. Trying to continue. Unable to find a perl 5 (by these names: C:\Program Files\OTRS\StrawberryPerl\perl\bin\perl.exe perl.exe perl5.exe perl5.10.0.exe miniperl.exe, in these dirs: . C:\WINDOWS\system32 C:\WINDOWS C:\WINDOWS\System32\Wbem C:\Program Files\OTRS\StrawberryPerl\perl\bin C:\Program Files\OTRS\StrawberryPerl\perl\bin) Best 2009/6/18 rajaa Jlil > hello , > > if u can help with email configuration it would be nice from you. > > i don"t know how to configurate my adress system ( password too ). > > thx > > *-JLIL Rajaa- > ESG-Casablanca* > *tél : 0665 78 86 49* > - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Help with email configuration and testing
hello , if u can help with email configuration it would be nice from you. i don"t know how to configurate my adress system ( password too ). thx -JLIL Rajaa- ESG-Casablanca tél : 0665 78 86 49 Date: Thu, 18 Jun 2009 18:02:51 +0200 From: eureka63@gmail.com To: otrs@otrs.org Subject: Re: [otrs] Help with email configuration and testing Many thanks for your suggestions. I fixed C:\Program Files\OTRS\StrawberryPerl\perl\lib\Config_heavy.pl changing C:\strawberry into C:\Program Files\OTRS\StrawberryPerl and files C:\Program Files\OTRS\StrawberryPerl\perl\lib\CORE\config.h C:\Program Files\OTRS\StrawberryPerl\perl\lib\Config.pm C:\Program Files\OTRS\StrawberryPerl\perl\lib\CPAN\Config.pm changing C:\\strawberry into C:\\Program\ Files\\OTRS\\StrawberryPerl I hope it is safe to escape the annoying blank in "Program Files" (Never a Microsoft decision was to wrong!!!). But if I run PPM to get Net::POP3::SSLWrapper I get the new error PPM> install Net::POP3::SSLWrapper Install package 'Net-POP3-SSLWrapper?' (y/N): y Installing package 'Net-POP3-SSLWrapper'... Can't locate object method "rvalidate" via package "PPM::XML::PPD::html" at C:/Program Files/ /OTRS/StrawberryPerl/perl/site/lib/PPM.pm line 1687, <> line 5. I tried also CPAN by running perl -MCPAN -e shell; and by entering the command get Net::POP3::SSLWrapper I download the package. It is stored in the newly created directory C:\Program Files\OTRS\StrawberryPerl\cpan\build\Net-POP3-SSLWrapper-0.02-zmxr9h But then at the make command I get a new error cpan> make Net::POP3::SSLWrapper Running make for module 'Net::POP3::SSLWrapper' Running make for T/TO/TOKUHIROM/Net-POP3-SSLWrapper-0.02.tar.gz CPAN.pm: Going to build T/TO/TOKUHIROM/Net-POP3-SSLWrapper-0.02.tar.gz Cannot determine perl version info from lib/Net/POP3/SSLWrapper.pm Checking if your kit is complete... Looks good Warning: prerequisite IO::Socket::SSL 0 not found. ... Detected uninstalled Perl. Trying to continue. Unable to find a perl 5 (by these names: C:\Program Files\OTRS\StrawberryPerl\perl\bin\perl.exe perl.exe perl5.exe perl5.10.0.exe miniperl.exe, in these dirs: . C:\WINDOWS\system32 C:\WINDOWS C:\WINDOWS\System32\Wbem C:\Program Files\OTRS\StrawberryPerl\perl\bin C:\Program Files\OTRS\StrawberryPerl\perl\bin) Have C:\Program Files\OTRS\StrawberryPerl\perl\lib\Config.pm expected C:\Program\ Files\OTRS\StrawberryPerl\perl\lib\Config.pm Writing Makefile for Net::POP3::SSLWrapper Unsatisfied dependencies detected during TOKUHIROM/Net-POP3-SSLWrapper-0.02.tar.gz IO::Socket::SSL [requires] Then it continues downloading and making other modules but the job is unsuccesfully. Here is the rest of the job Running make for module 'IO::Socket::SSL' Running make for S/SU/SULLR/IO-Socket-SSL-1.24.tar.gz Fetching with LWP: http://cpan.strawberryperl.com/authors/id/S/SU/SULLR/IO-Socket-SSL-1.24.tar.gz Fetching with LWP: http://cpan.strawberryperl.com/authors/id/S/SU/SULLR/CHECKSUMS Checksum for C:\Program\ Files\OTRS\StrawberryPerl\cpan\sources\authors\id\S\SU\SULLR\IO-Socket-SSL-1.24.tar.gz ok CPAN.pm: Going to build S/SU/SULLR/IO-Socket-SSL-1.24.tar.gz WARNING No library for handling international domain names found. It will work but croak if you try to verify an international name against a certificate. It's recommended to install either Net::IDN::Encode or Net::LibIDN Checking if your kit is complete... Looks good Warning: prerequisite Net::SSLeay 1.21 not found. ... Detected uninstalled Perl. Trying to continue. Unable to find a perl 5 (by these names: C:\Program Files\OTRS\StrawberryPerl\perl\bin\perl.exe perl.exe perl5.exe perl5.10.0.exe miniperl.exe, in these dirs: . C:\WINDOWS\system32 C:\WINDOWS C:\WINDOWS\System32\Wbem C:\Program Files\OTRS\StrawberryPerl\perl\bin C:\Program Files\OTRS\StrawberryPerl\perl\bin) Have C:\Program Files\OTRS\StrawberryPerl\perl\lib\Config.pm expected C:\Program\ Files\OTRS\StrawberryPerl\perl\lib\Config.pm Writing Makefile for IO::Socket::SSL Unsatisfied dependencies detected during SULLR/IO-Socket-SSL-1.24.tar.gz Net::SSLeay [requires] Running make for module 'Net::SSLeay' Running make for F/FL/FLORA/Net-SSLeay-1.35.tar.gz Fetching with LWP: http://cpan.strawberryperl.com/authors/id/F/FL/FLORA/Net-SSLeay-1.35.tar.gz Fetching with LWP: http://cpan.strawberryperl.com/authors/id/F/FL/FLORA/CHECKSUMS Checksum for C:\Program\ Files\OTRS\StrawberryPerl\cpan\sources\authors\id\F\FL\FLORA\Net-SSLeay-1.35.tar.gz ok CPAN.pm: Going to build F/FL/FLORA/Net-SSLeay-1.35.tar.gz Cannot determine perl version info from lib/Net/SSLeay.pm Cannot determine license info from lib/Net/SSLeay.pm Unresolvable missing external dependency. This package requires a C compiler. NA: Unable to build distribution on this platform. No 'Makefile' created FLORA/Net-SSLeay-1.35.tar.gz "C:\Program File
Re: [otrs] Help with email configuration and testing
Many thanks for your suggestions. I fixed C:\Program Files\OTRS\StrawberryPerl\perl\lib\Config_heavy.pl changing C:\strawberry into C:\Program Files\OTRS\StrawberryPerl and files C:\Program Files\OTRS\StrawberryPerl\perl\lib\CORE\config.h C:\Program Files\OTRS\StrawberryPerl\perl\lib\Config.pm C:\Program Files\OTRS\StrawberryPerl\perl\lib\CPAN\Config.pm changing C:\\strawberry into C:\\Program\ Files\\OTRS\\StrawberryPerl I hope it is safe to escape the annoying blank in "Program Files" (Never a Microsoft decision was to wrong!!!). But if I run PPM to get Net::POP3::SSLWrapper I get the new error PPM> install Net::POP3::SSLWrapper Install package 'Net-POP3-SSLWrapper?' (y/N): y Installing package 'Net-POP3-SSLWrapper'... Can't locate object method "rvalidate" via package "PPM::XML::PPD::html" at C:/Program Files/ /OTRS/StrawberryPerl/perl/site/lib/PPM.pm line 1687, <> line 5. I tried also CPAN by running perl -MCPAN -e shell; and by entering the command get Net::POP3::SSLWrapper I download the package. It is stored in the newly created directory C:\Program Files\OTRS\StrawberryPerl\cpan\build\Net-POP3-SSLWrapper-0.02-zmxr9h But then at the make command I get a new error cpan> make Net::POP3::SSLWrapper Running make for module 'Net::POP3::SSLWrapper' Running make for T/TO/TOKUHIROM/Net-POP3-SSLWrapper-0.02.tar.gz CPAN.pm: Going to build T/TO/TOKUHIROM/Net-POP3-SSLWrapper-0.02.tar.gz Cannot determine perl version info from lib/Net/POP3/SSLWrapper.pm Checking if your kit is complete... Looks good Warning: prerequisite IO::Socket::SSL 0 not found. ... Detected uninstalled Perl. Trying to continue. Unable to find a perl 5 (by these names: C:\Program Files\OTRS\StrawberryPerl\perl\bin\perl.exe perl.exe perl5.exe perl5.10.0.exe miniperl.exe, in these dirs: . C:\WINDOWS\system32 C:\WINDOWS C:\WINDOWS\System32\Wbem C:\Program Files\OTRS\StrawberryPerl\perl\bin C:\Program Files\OTRS\StrawberryPerl\perl\bin) Have C:\Program Files\OTRS\StrawberryPerl\perl\lib\Config.pm expected C:\Program\ Files\OTRS\StrawberryPerl\perl\lib\Config.pm Writing Makefile for Net::POP3::SSLWrapper Unsatisfied dependencies detected during TOKUHIROM/Net-POP3-SSLWrapper-0.02.tar.gz IO::Socket::SSL [requires] Then it continues downloading and making other modules but the job is unsuccesfully. Here is the rest of the job Running make for module 'IO::Socket::SSL' Running make for S/SU/SULLR/IO-Socket-SSL-1.24.tar.gz Fetching with LWP: http://cpan.strawberryperl.com/authors/id/S/SU/SULLR/IO-Socket-SSL-1.24.tar.gz Fetching with LWP: http://cpan.strawberryperl.com/authors/id/S/SU/SULLR/CHECKSUMS Checksum for C:\Program\ Files\OTRS\StrawberryPerl\cpan\sources\authors\id\S\SU\SULLR\IO-Socket-SSL-1.24.tar.gz ok CPAN.pm: Going to build S/SU/SULLR/IO-Socket-SSL-1.24.tar.gz WARNING No library for handling international domain names found. It will work but croak if you try to verify an international name against a certificate. It's recommended to install either Net::IDN::Encode or Net::LibIDN Checking if your kit is complete... Looks good Warning: prerequisite Net::SSLeay 1.21 not found. ... Detected uninstalled Perl. Trying to continue. Unable to find a perl 5 (by these names: C:\Program Files\OTRS\StrawberryPerl\perl\bin\perl.exe perl.exe perl5.exe perl5.10.0.exe miniperl.exe, in these dirs: . C:\WINDOWS\system32 C:\WINDOWS C:\WINDOWS\System32\Wbem C:\Program Files\OTRS\StrawberryPerl\perl\bin C:\Program Files\OTRS\StrawberryPerl\perl\bin) Have C:\Program Files\OTRS\StrawberryPerl\perl\lib\Config.pm expected C:\Program\ Files\OTRS\StrawberryPerl\perl\lib\Config.pm Writing Makefile for IO::Socket::SSL Unsatisfied dependencies detected during SULLR/IO-Socket-SSL-1.24.tar.gz Net::SSLeay [requires] Running make for module 'Net::SSLeay' Running make for F/FL/FLORA/Net-SSLeay-1.35.tar.gz Fetching with LWP: http://cpan.strawberryperl.com/authors/id/F/FL/FLORA/Net-SSLeay-1.35.tar.gz Fetching with LWP: http://cpan.strawberryperl.com/authors/id/F/FL/FLORA/CHECKSUMS Checksum for C:\Program\ Files\OTRS\StrawberryPerl\cpan\sources\authors\id\F\FL\FLORA\Net-SSLeay-1.35.tar.gz ok CPAN.pm: Going to build F/FL/FLORA/Net-SSLeay-1.35.tar.gz Cannot determine perl version info from lib/Net/SSLeay.pm Cannot determine license info from lib/Net/SSLeay.pm Unresolvable missing external dependency. This package requires a C compiler. NA: Unable to build distribution on this platform. No 'Makefile' created FLORA/Net-SSLeay-1.35.tar.gz "C:\Program Files\OTRS\StrawberryPerl\perl\bin\perl.exe" Makefile.PL -- NOT OK Running make for S/SU/SULLR/IO-Socket-SSL-1.24.tar.gz Has already been unwrapped into directory C:\Program Files\OTRS\StrawberryPerl\cpan\build\IO-Socket-SSL-1.24-3dEB3i CPAN.pm: Going to build S/SU/SULLR/IO-Socket-SSL-1.24.tar.gz Warning: Prerequisite 'Net::SSLeay => 1.21' for 'SULLR/IO-Socket-SSL-1.24.tar.gz' failed when processing 'FLORA/
Re: [otrs] notify customer on agent followup
Hi Samuel, On 17.06.2009, at 12:45, samuel THOMAS wrote: Hello, I need to notify customers when an agent make a follow up on his ticket. How can i do this please ? What about using e-mail responses instead of the note feature? If your customers are using the webinterface, you can use external notes as well. -- Shawn Beasley Support Technician ((otrs)) :: OTRS AG :: Europaring 4 :: D - 94315 Straubing 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 Vorstand: André Mindermann (Vorsitzender), Martin Edenhofer NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] ACL is it Possible?
Thanks a lot, CustomerPanelOwnSelection realy helps with this issue.
and can ACL do next: ticket properties => author { author => [ 'customer']
; Action => CustomerTicketClose =>1 ?
sulm...@gmail.com
Sent by: otrs-boun...@otrs.org
18.06.2009 17:23
Please respond to
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Re: [otrs] ACL is it Possible?
Hi,
I don't the solution for your fisrt question but i'm intersted :)
To restrict customer from creating tickets in particular queue, you just
have to select the queue that you want your customer can chose here (via
sysconfig) :
Ticket -> Frontend::Customer::Ticket::ViewNew -> CustomerPanelOwnSelection
In hope it's help.
Samuel.
2009/6/18
Hello all,
I have several customers with the same ID, to let them view each other
ticket, but becouse all ticket are in one queue they have the same
permissions for them. So one customer can close other's tickets.
The question is: is it possible to let customer close only theirs own
tickets? PS: I suppose it is ACL task.
And other question: is it possible to restrict customers from creating
tickets in particular queue but let them note and close it?
Thanks in advance!
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Re: [otrs] ACL is it Possible?
Hi, I don't the solution for your fisrt question but i'm intersted :) To restrict customer from creating tickets in particular queue, you just have to select the queue that you want your customer can chose here (via sysconfig) : Ticket -> Frontend::Customer::Ticket::ViewNew -> CustomerPanelOwnSelection In hope it's help. Samuel. 2009/6/18 > > Hello all, > > I have several customers with the same ID, to let them view each other > ticket, but becouse all ticket are in one queue they have the same > permissions for them. So one customer can close other's tickets. > > The question is: is it possible to let customer close only theirs own > tickets? PS: I suppose it is ACL task. > > > And other question: is it possible to restrict customers from creating > tickets in particular queue but let them note and close it? > > Thanks in advance! -- > IMPORTANT NOTICE: > This email is confidential, may be legally privileged, and is for the > intended recipient only. Access, disclosure, copying, distribution, or > reliance on any of it by anyone else is prohibited and may be a criminal > offence. Please delete if obtained in error and email confirmation to the > sender. > > - > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] ACL is it Possible?
Hello all, I have several customers with the same ID, to let them view each other ticket, but becouse all ticket are in one queue they have the same permissions for them. So one customer can close other's tickets. The question is: is it possible to let customer close only theirs own tickets? PS: I suppose it is ACL task. And other question: is it possible to restrict customers from creating tickets in particular queue but let them note and close it? Thanks in advance! -- IMPORTANT NOTICE: This email is confidential, may be legally privileged, and is for the intended recipient only. Access, disclosure, copying, distribution, or reliance on any of it by anyone else is prohibited and may be a criminal offence. Please delete if obtained in error and email confirmation to the sender.- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] simple install problem
Aha, I got the latest RPM from the OTRS website and I don't have this issue anymore! Woo-hoo! -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food" - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Create tickets between agents
With phone ticket, it's impossible to select agents, how can i select them in the dropdown list ? about Ticket::AgentCanBeCustomer : It's if the customer of a ticket is the same as the agent, then the agent can't answer as agent. The agent gets not compose answer link (because he can't write an answer, because the agent is the customer) but an compose follow up link. We don't need that, but just can select an agent into the dropdown list, to asign a ticket to an agent like if he is a customer. It will allow the others agent to help him, or he'll can ask some task to do in a ticket and the others agent will may close the ticket when the task will be finished. Thank you, Samuel 2009/6/18 Marco Vannini > Hi, > Are you using phone ticket o mail ticket from the agent interface to do > that ? if yes it should give you the chance to assign owner directly. > > I don't know if Ticket::AgentCanBeCustomer in sysconfig is related > (core::Ticket) > > > > On Thu, Jun 18, 2009 at 2:14 PM, samuel THOMAS wrote: > >> Hello, >> >> We need to create ticket between agent. >> What doing to be able to select agent from the dropdownlist when creating >> a new ticket ? >> >> Thank you, >> Samuel. >> >> - >> 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 >> >> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >> http://www.otrs.com/en/support/enterprise-subscription/ >> > > > - > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Create tickets between agents
Hi, Are you using phone ticket o mail ticket from the agent interface to do that ? if yes it should give you the chance to assign owner directly. I don't know if Ticket::AgentCanBeCustomer in sysconfig is related (core::Ticket) On Thu, Jun 18, 2009 at 2:14 PM, samuel THOMAS wrote: > Hello, > > We need to create ticket between agent. > What doing to be able to select agent from the dropdownlist when creating a > new ticket ? > > Thank you, > Samuel. > > - > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Create tickets between agents
Hello, We need to create ticket between agent. What doing to be able to select agent from the dropdownlist when creating a new ticket ? Thank you, Samuel. - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] [solved] Customer Ticket view
Solved. The problem was that the only action by default on closing ticket is note-internal. By adding option note-external in closing ticket it looks better :) Hello there, i found one interesting thing. when customer create ticket and then agent close it with some coment. The customer may see only the status of his ticket, like closed, but no agent coment to it's zoom. The question is how to show to the customer full history with the agent comments? Thanks in advance. - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ -- IMPORTANT NOTICE: This email is confidential, may be legally privileged, and is for the intended recipient only. Access, disclosure, copying, distribution, or reliance on any of it by anyone else is prohibited and may be a criminal offence. Please delete if obtained in error and email confirmation to the sender.- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] notify customer on agent followup
Ok, Thank you for your help, I'll try to see if i can do something this week. If you or others have some informations, some links , i'll be intersting to receive them ;) Thank you all, Samuel. - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Help LDAP authentication
Hi All,
I am trying to use LDAP authentication module for agent authentication.
I am using MS Active Directory and OTRS 2.3.4. Below configuration
changes in Config.pm worked for me -
$Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP';
$Self->{'AuthModule::LDAP::Host'} = '';
$Self->{'AuthModule::LDAP::BaseDN'} ='';
$Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName';
$Self->{'AuthModule::LDAP::SearchUserDN'} ='';
$Self->{'AuthModule::LDAP::SearchUserPw'} = ''
Can somebody help me in using encrypted password instead of clear text
to be given at $Self->{'AuthModule::LDAP::SearchUserPw'}. Something
like CryptPassword database password.
Regards,
Sashi
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Re: [otrs] Creating a template issue
Have you change the defaultTheme ? In sysconfig : Framework -> Core -> DefaultTheme : put the name of your theme To create your own theme : Create a diretory in /Kernel/Output/HTML/ and copy and copy all files, that you like to change, from Kernel/Output/HTML/Standard into the new folder To put it in the database (chose the same name that the new directory) : http://doc.otrs.org/2.3/en/html/c1850.html 2009/6/17 Carlos Lerzundy > Thanks Jerome for your quick response. > > I did those changes before posting this message but still not working. > > > On Wed, Jun 17, 2009 at 11:13 AM, wrote: > >> >> >> >> >> Hi Carlos, >> >> May be have you forgot to update your database ( table "theme") or you >> don't select your new theme in the user's preference ? >> >> imo >> >> best regards >> >> Jerome >> >> >> >> >> Carlos Lerzundy >> > om> A >> Envoyé par : "User questions and discussions >> otrs-boun...@otrs about OTRS." >> .org cc >> >> Objet >> 17/06/2009 17:01 Re: [otrs] Creating a template >> issue >> >> Veuillez répondre >> à >> "User questions >> and discussions >> about OTRS." >> >> >> >> >> >> >> >> Hi, >> >> I created a new folder called "Company" inside >> /usr/share/otrs/Kernel/Output/HTML/ >> I changed text "Company Name" and "Logo" for a different one inside the >> file CustomerHeader.dtl but I am not able to see the changes in the >> webrowser. >> >> I tried clearing the cache files and also closing and opening my firefox. >> >> Any ideas? >> >> Regards, >> Carlos >> >> >> On Wed, Jun 17, 2009 at 10:16 AM, Carlos Lerzundy >> wrote: >> Thanks Leonardo, >> I was able to create the folder. >> >> Regards, >> Carlos >> >> >> On Tue, Jun 16, 2009 at 3:12 PM, Leonardo Certuche < >> leonardo.certu...@itcon-ltda.com> wrote: >> Hi, >> >> On ubuntu, if you know root password the following command should work: >> >> sudo mkdir /var/www/yourfolder >> >> If you want your folder to be published, after creating all needed files >> in yourfolder, run the following command >> >> sudo chown -R www-data:www-data /var/www/yourfolder >> >> >> Leonardo Certuche >> 301 284 6250 >> 460 0727 ext 5559 >> leonardo.certu...@itcon-ltda.com >> www.itcon-ltda.com >> Cra 31 # 54-10 TECNOSOFT >> Medellín, Colombia >> >> >> On Tue, Jun 16, 2009 at 12:54 PM, Carlos Lerzundy >> wrote: >> Hi Everyone, >> I followed the instructions on this website about creating your own >> theme http://doc.otrs.org/developer/2.0/en/html/c494.html >> >> The thing is that the fist step states that I need to create a new >> folder inside /html/ but Ubuntu is not letting me do because these >> folders were created by the owner "www-data". >> >> Does anyone knows why and how can I overcome this? >> >> Thanks in advance, >> Carlos >> >> - >> 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 >> >> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >> http://www.otrs.com/en/support/enterprise-subscription/ >> >> >> - >> 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 >> >> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >> http://www.otrs.com/en/support/enterprise-subscription/ >> >> - >> 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 >> >> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >> http://www.otrs.com/en/support/enterprise-subscription/ >> >> - >> 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 >> >> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >> http://www.otrs.com/en/support/enterprise-subscription/ >> > > > - > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Ge
[otrs] [ACL] Hide ticketType to a group of customer
Hi all, Is there anyone out there that could furnish me some example on how to disable ticket type while creating a new ticket to a group of customer o customer user ? Thank in advance. Cheers MV - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] OTRS question
hello, I want to ask how can i change the address system of OTRS, I tried to change it at " electronic adress " but I think that I have to put the password. the problem is that I don't know where have i put it to work. thx and sorry for my english i'm from MOROCCO -JLIL Rajaa- ESG-Casablanca tél : 0665 78 86 49 _ Découvrez toutes les possibilités de communication avec vos proches http://www.microsoft.com/windows/windowslive/default.aspx- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Customer Ticket view
Hello there, i found one interesting thing. when customer create ticket and then agent close it with some coment. The customer may see only the status of his ticket, like closed, but no agent coment to it's zoom. The question is how to show to the customer full history with the agent comments? Thanks in advance. -- IMPORTANT NOTICE: This email is confidential, may be legally privileged, and is for the intended recipient only. Access, disclosure, copying, distribution, or reliance on any of it by anyone else is prohibited and may be a criminal offence. Please delete if obtained in error and email confirmation to the sender.- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Update time escalations
Buice, David R wrote: > Hello Martin, > > I, too, upgraded our version of OTRS from 1.3.x to 2.3.x and suddenly > had a lot of update time escalation messages. This escalation > functionality was added somewhere along the way that OTRS was maturing > between these versions. > > The escalation occurs as a function between how many hours your business > is considered working and the "Escalation - Update Time", in minutes, > that have been assigned to a given queue. When a ticket in the given > queue has not been updated, or closed, after the "Escalation - Update > Time" has passed, then the clock starts ticking and you get an > escalation notice which describes how much time has passed since the > ticket was supposed to have been updated. > > Here's how to edit the first part of this functionality, > TimeWorkingHours: > > 1. Click on "Admin" on the top toolbar menu. > 2. Click on "SysConfig" under the "Misc" column. > 3. Type "TimeWorkingHours" in the "Search for:" box and click "Search". > 4. Click on "Core::Time" > 5. Navigate to the bottom of the screen and put checks in the > appropriate boxes that will define the working hours for your business. > You can also add company holidays, vacations, etc. higher up on the > screen. > 6. Click on "Update" in the lower right corner. > > Now you need to edit the "Escalation - Update Time" for your queues: > > 1. Click on "Admin" on the top toolbar menu. > 2. Click on "Queue" under the "Queue & Responses" column. > 3. Click on any one of your queues in the [Queue Management] column and > click the "Change" button. > 4. Chances are there is a number in the "Escalation - Update Time". > This is the number of minutes during working hours that a ticket in the > particular queue can go without some kind of update before an escalation > message is generated. Once that time expires you, and any other OTRS > agents at your work, will see escalation notices for the ticket. You > can adjust the number to your liking, or delete it and forget about it. > > One cheat I discovered for getting rid of all the escalation messages > was to use phpMyAdmin to edit the database itself. Find the escalated > ticket in the "ticket" table and change the number for "escalation_time" > to zero. > > I hope this information helps you. > > Regards, > > > David Buice > Infrastructure Specialist/SDC-INT 2032653 > ITIL Foundation Certified > > EDS, an HP Company > > PSIC Operations > 7000 Chicago Rd. > Warren, MI 48092-1663 > Mailstop 430-202-380 > > Tel: +01 586 575-4525 > Fax: +01 586 575-0090 > Mobile: +01 248 249-9122 > E-mail: david.bu...@eds.com > > We deliver on our commitments > so you can deliver on yours. > - > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > Hello again, Thank you very much for your long response, it is very useful for me, and have given me a better insight in the new features. Although a question for your database hack; I wasn't able to locate the "escalation_time" in the ticket table. However all similar rows, escalation_response_time, escalation_solution_time and escalation_start_time are already set to zero. Do you know where else I may find the row that does the job? Thank you. Martin - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
