Re: [otrs] FAQ pictures taking longer to load for customers
Hi again, I am still having a problem with pictures taking forever to load. I reduced the size of the pictures I have embedded in the article, but size doesn't seem to matter here as none of the pictures are loading across all customer viewable FAQ's for at least 3 or 4 mins.. (it just shows the small broken picture icon) then suddenly all of them are viewable. While waiting for a picture to load, I right-clicked on the broken picture link and it got me to log in as Admin and then I got a download prompt asking me did I want to save or view the file... I could download and view the file ok then. I know there is a bug where if an internal article that contains pictures is converted to an external (public) one, the pictures are not viewable... I think I probably changed a few from internal to external (customer), but at least one or two were always external (customer), and their pictures are taking ages to load. Logged on as an Admin I have no problems at all... all pictures are instantly viewable. Strange. Suggestions very welcome! I'm getting lots of bad votes in the FAQ's due to non-existent pics! :( Thanks Emily Emily Flynn emily.fl...@zurichbank.com Sent by: otrs-boun...@otrs.org 05/08/2009 16:16 Please respond to User questions and discussions about OTRS. otrs@otrs.org To User questions and discussions about OTRS. otrs@otrs.org cc Subject Re: [otrs] FAQ pictures taking longer to load for customers Hi, Thanks for your reply. I will try a reduction in image size, but I am based in the same office as the OTRS server and I am logging on as both Admin and Customer on the same pc and I experience the delay. I'll see how the size reduction goes anyways, Thanks Emily Rory rcler...@gmail.com Sent by: otrs-boun...@otrs.org 05/08/2009 16:08 Please respond to User questions and discussions about OTRS. otrs@otrs.org To User questions and discussions about OTRS. otrs@otrs.org cc Subject Re: [otrs] FAQ pictures taking longer to load for customers Hi, 350KB is quite big for web based images. That's almost 1MB just for your images. If the customers are coming in over a WAN this could be effecting things. You could firstly try to reduce them by saving them with either jpeg or png compression. Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/8/5 Emily Flynn emily.fl...@zurichbank.com: (OTRS version 2.3.4, FAQ version 1.5.4) Hi all, I created an article in our FAQ that makes use of three GIF's embedded using the WYSIWYG editor, the Gif's are roughly 350KB each. The article was external (customer) from the start. When I browse to the FAQ through the Agent login, the pictures load up fine, but when I browse to the FAQ throught the customer login, the pictures take a minute or two to load. I have Any suggestions on what I could do to resolve this? Thanks Emily - 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/
Re: [otrs] how to unlock tickets?
Hi, as admin, you can answer to tickets you do not own. For unlock, you have to be owner of the ticket... Glossop, Andrew a écrit : As Admin, I want to be able to unlock a ticket. At the moment I have to change the owner to myself. Is there a way to be able to unlock tickets easily? Ideally there would be an unlock link at the top of the ticket (in AgentTicketZoom). Also, is it possible to answer a ticket without being the owner? As Admin I often want to do this, without having to own the ticket. Kind Regards, /Andrew Glossop/ - 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] New message! alert is gone on upgrade from 2.2.4 to 2.4.1
Why 2.4.1 and not 2.4.2? The message works for me in 2.4.2 clean install, not an upgrade -- “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] general email woes
See also: http://otrs.org/2.4/features/ - Configurable event based notifications PS: JFI, Customer State Notify: in AdminQueue gots replaced by this new feature in 2.4. OK, going looking for it now in setting up my new system. I seem to have everything working except notifications. Will report back in a bit either with details on how to conifgure it in 2.4, or with a cry for help :-) -- “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] Disabling certain attachment types
Hi Martin! Yes, the two options we have are 1. Disabling certain file types (exe, vbs.etc) 2. if 1. Is not possible, then disabling the ability to attach completely files to Phone Ticket and Email ticket options. We might implement the public face of OTRS later (keeping with the government's reputation at moving glacially :-), for right now we're using it for internal ticketing. Many thanks! Julian On 8/5/09 5:33 PM, Martin Edenhofer m...@otrs.com wrote: Hi Julian, do you mean, disable the web upload of file types or the general disable (also email incoming) of dedicated file types? -Martin On 05.08.2009, at 20:49, Cook, Julian wrote: Hello! We are implementing otrs (YAY!) and one big request is in regards to Cross Site Scripting. We need to limit which attachment types can be attached to a ticket. Barring that we could just turn off the ability to attach files. I have looked over the documentation and haven¹t found a way to do this yet. Does anyone know an easy way to turn off .exe, .vb, etc file types from being attached? If this doesn¹t exist any advice on disabling attachments would be appreciated. -- Julian Cook Securities and Exchange Commission - 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/ -- Julian Cook Securities and Exchange Commission Operations Center DMZ Ops x18186 - 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] Installing PHPMyAdmin alongside OTRS
Hi chaps, I'm trying to install phpmyadmin alongside OTRS for easier management of the DB. I've installed PHP and put the PHPMyAdmin directory into my htdocs folder in OTRS/Apache, but when I try to open http://localhost/phpmyadmin/index.phpI'm just greeted with the actual PHP code in my web browser. Anyone got any ideas what I need to do? Thanks, David - 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] Changing the otrs queue look
I have a bit of a problem. People here that are going to use otrs do not like the way the ticket queues are shown: when you are working with a ticket, the thread associated to it is shown just as a list of subjects (they would like it to be a bit less terse). And when you select the list of tickets in the queue, it takes too much real state on the screen because it is showing the contents of every ticket as opposite to just a brief overview. The search engine's results would be more of what they wanted to see here. Or, as one mentioned something more rt-like. Can I change that? - 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] Installing PHPMyAdmin alongside OTRS
Sounds like PHP is not installed properly. First of all, I would not recommend you put that in your main httpd.conf file. In the Red Hat based apache releases, at least, there is a conf.d directory into which you can put additional http.conf files. You should have one in there called phpmyadmin.conf. And you should also have one for php.conf for all the PHP stuff. And one for OTRS of course. And there is also no need to pollute your htdocs directory. You should keep your PHPMyAdmin stuff in its own directory somewhere, and use apache directives to map it into your server directory. I use postgres and so use phppgadmin in fact. [r...@mon-one:/opt/otrs]# more /etc/httpd/conf.d/phppgadmin.conf ---snip--- Directory /opt/phppgadmin Order Deny,Allow Deny from all Allow from all # Allow from 127.0.0.1,192.168.0.22 # AuthName PhpPgAdmin Access # AuthType Basic # AuthUserFile /etc/httpd/users/wwwroot # Require valid-user /Directory Alias /phppgadmin /opt/phppgadmin ---snip--- [r...@mon-one:/opt/otrs]# more /etc/httpd/conf.d/php.conf LoadModule php5_module modules/libphp5.so AddHandler php5-script .php AddType text/html .php DirectoryIndex index.php ---snip--- -- “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] LDAP tls authentication Fun
2009/8/6 Mauricio Tavares raubvo...@gmail.com:
I have no problems if otrs cannot edit ldap. What I would like is to
be able to define which group someone belongs to in ldap and then otrs will
see the groups memberships and then grant the said user rights according to
the memberships.
I'm kinda guessing here but you may be able to find more with a quick google;
I think the following piece of config will add any user, who logs in
for the first time, to the specified group in OTRS
# AuthSyncModule::LDAP::UserSyncInitialGroups
# (sync following group with rw permission after initial create of
first agent
# login)
$Self-{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [
'users',
];
But that could be syncing groups from ldap to the DB. I know I've seen
more about this in the docs or on this list but I havn't found it yet.
Well, what I have found so far (I might be wrong) is that the user
has to be in the local db; the password can be kept in ldap but you have to
create an user in otrs. What I did was after setting ldap up, I tried to
login as one of the users from the ldap group (cn=users) I gave otrs as the
GroupDN. It cheerfully ignored that user. THen I created an user with the
same username inside otrs but did not give a password. I was able to login
as the said user.
That's fits with how I understand this to work. If you don't have the
sync config added it doesn't know to pull the user from ldap so it
can't find them in the DB and fails. Once you create them in the DB
you're golden.
The sync has the benefit that you can pull across some extra info into
the DB e.g.;
$Self-{'AuthSyncModule::LDAP::UserSyncMap'} = {
# DB - LDAP
UserFirstname = 'givenName',
UserLastname = 'sn',
UserEmail = 'mail',
};
I wonder if that can be used to pull across the group info too?
My ideas on this are all open to questioning tho as I don't know this for
fact.
Do you think I do? =) I am still figuring this program out.
I was kinda hoping somebody was gonna come along and tell that I was right :)
Rory
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Re: [otrs] Installing PHPMyAdmin alongside OTRS
I'm using Apache 2.2 on Windows Server 2003, but I assume the config is similar for other OS. In the httpd.conf file, add something like this: IfModule dir_module DirectoryIndex index.html index.php index.cgi index.pl /IfModule and Alias /phpMyAdmin D:/phpMyAdmin Directory D:/phpMyAdmin Options +FollowSymLinks +ExecCGI -Indexes AllowOverride All Order allow,deny Allow from all DirectoryIndex index.php #ScriptInterpreterSource registry /Directory I'm no Apache expert, so I'm sure others will correct anything that's wrong, but this works for me. From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of David Holder Sent: 06 August 2009 14:50 To: User questions and discussions about OTRS. Subject: [otrs] Installing PHPMyAdmin alongside OTRS Hi chaps, I'm trying to install phpmyadmin alongside OTRS for easier management of the DB. I've installed PHP and put the PHPMyAdmin directory into my htdocs folder in OTRS/Apache, but when I try to open http://localhost/phpmyadmin/index.php I'm just greeted with the actual PHP code in my web browser. Anyone got any ideas what I need to do? Thanks, David - 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] Installing PHPMyAdmin alongside OTRS
Yeah, it looks like your Apache server doesn't know what to do with .php files so its just displaying them as it would any other file. Have a look at this bit of documentation on the PHP website. It might help you out; http://www.php.net/manual/en/install.windows.apache2.php Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/8/6 Glossop, Andrew andrew.glos...@cooperindustries.com: I'm using Apache 2.2 on Windows Server 2003, but I assume the config is similar for other OS. In the httpd.conf file, add something like this: IfModule dir_module DirectoryIndex index.html index.php index.cgi index.pl /IfModule and Alias /phpMyAdmin D:/phpMyAdmin Directory D:/phpMyAdmin Options +FollowSymLinks +ExecCGI -Indexes AllowOverride All Order allow,deny Allow from all DirectoryIndex index.php #ScriptInterpreterSource registry /Directory I'm no Apache expert, so I'm sure others will correct anything that's wrong, but this works for me. From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of David Holder Sent: 06 August 2009 14:50 To: User questions and discussions about OTRS. Subject: [otrs] Installing PHPMyAdmin alongside OTRS Hi chaps, I'm trying to install phpmyadmin alongside OTRS for easier management of the DB. I've installed PHP and put the PHPMyAdmin directory into my htdocs folder in OTRS/Apache, but when I try to open http://localhost/phpmyadmin/index.php I'm just greeted with the actual PHP code in my web browser. Anyone got any ideas what I need to do? Thanks, David - 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] Master / Slave
Dear friends, has anbody found out how to use the Master / Slave feature in OTRS 2.4.2? (of course the package is already installed) Thanks and best regards Wolfgang - 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] Installing PHPMyAdmin alongside OTRS
Cheers guys, got it working :) David On Thu, Aug 6, 2009 at 3:22 PM, Rory rcler...@gmail.com wrote: Yeah, it looks like your Apache server doesn't know what to do with .php files so its just displaying them as it would any other file. Have a look at this bit of documentation on the PHP website. It might help you out; http://www.php.net/manual/en/install.windows.apache2.php Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/8/6 Glossop, Andrew andrew.glos...@cooperindustries.com: I'm using Apache 2.2 on Windows Server 2003, but I assume the config is similar for other OS. In the httpd.conf file, add something like this: IfModule dir_module DirectoryIndex index.html index.php index.cgi index.pl /IfModule and Alias /phpMyAdmin D:/phpMyAdmin Directory D:/phpMyAdmin Options +FollowSymLinks +ExecCGI -Indexes AllowOverride All Order allow,deny Allow from all DirectoryIndex index.php #ScriptInterpreterSource registry /Directory I'm no Apache expert, so I'm sure others will correct anything that's wrong, but this works for me. From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of David Holder Sent: 06 August 2009 14:50 To: User questions and discussions about OTRS. Subject: [otrs] Installing PHPMyAdmin alongside OTRS Hi chaps, I'm trying to install phpmyadmin alongside OTRS for easier management of the DB. I've installed PHP and put the PHPMyAdmin directory into my htdocs folder in OTRS/Apache, but when I try to open http://localhost/phpmyadmin/index.php I'm just greeted with the actual PHP code in my web browser. Anyone got any ideas what I need to do? Thanks, David - 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] docs for new event-based notification?
I haven't been following this thread very closely, but something in this post caught my eye. OTRS is very sensitive at times regarding caps and lower case letter; especially with regard to State Type. The tool will allow you to capitalize the State Values, but the State Types must be lower case or they are ignored. Unless you can modify them behind the scenes to make them recognizable; but I'm not a programmer and do everything through the admin interface. So when I saw New and Open, if you put these is fields for StateType they probably will be ignored and not drive any notifications. Best regards, Jim ITIL Process Manager NCDOR 919-715-4932 james.b...@dornc.com Alan McKay alan.mc...@gmail.com 8/6/2009 2:40 PM On Thu, Aug 6, 2009 at 2:37 PM, Alan McKayalan.mc...@gmail.com wrote: For opening a ticket, I tried a few things so far but no success. Most recently tried this : - Recipient - Customer - Event - TicketCreate - State - New (previously tried nothing checked in this box) - Queue - my queue in question. - Then just supplied the subject and body of message. Changed Event to TicketStateUpdate and State to New, and did not work. Changed Event to TicketStateUpdate and State to Open, and did not work. -- “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/ - E-Mail correspondence to and from this sender may be subject to the North Carolina Public Records Law, and may be disclosed to third parties. -- - 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] docs for new event-based notification?
On Thu, Aug 6, 2009 at 2:37 PM, Alan McKayalan.mc...@gmail.com wrote: For opening a ticket, I tried a few things so far but no success. Most recently tried this : - Recipient - Customer - Event - TicketCreate - State - New (previously tried nothing checked in this box) - Queue - my queue in question. - Then just supplied the subject and body of message. Changed Event to TicketStateUpdate and State to New, and did not work. Changed Event to TicketStateUpdate and State to Open, and did not work. -- “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/
[otrs] Help Fetching emails via POP3 or IMAP under Windows
Are there any step-by-step guides to receiving emails under Windows beyond what is included in Chapter 7 of the admin guide? Thanks, -Matt The information in this communication is intended to be confidential to the Individual(s) and/or Entity to whom it is addressed. It may contain information of a Privileged and/or Confidential nature, which is subject to Federal and/or State privacy regulations. In the event that you are not the intended recipient or the agent of the intended recipient, do not copy or use the information contained within this communication, or allow it to be read, copied or utilized in any manner, by any other person(s). Should this communication be received in error, please notify the sender immediately either by response e-mail or by phone, and permanently delete the original e-mail, attachment(s), and any copies. - 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] tickets per user agent
Stats::UseAgentElementInStats: in Framework - Frontend::Agent::Stats In some state is not allowed genereting this so is setted to no as default. On Thu, Aug 6, 2009 at 5:36 AM, Karlos Jelez otrs...@gmail.com wrote: Hi list, Do anyone know how to report tickets per agent in a monthly basis? Any help will be appreciated. Thanks Karlos Jelez - 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] Queue Services relationship
Hello, So, I still haven't figure out this one yet... So I'm assuming it is not possible, but I thought I will ask again one more time... Is it possible to limit the options under Service field when a user is creating a ticket based on what the user selected on the To: field? For example, if the user select To: Network Team, then he will get the services: Internet, Email, Folder Shares. But if he select To: Database Team, then we he goes to select a service he will see: Database, Student Database. I'm running OTRS 2.4.2 and ITSM 1.3 Thanks -Original Message- From: Guillermo Vargas-DellaCasa Sent: Wednesday, August 05, 2009 4:53 PM To: 'otrs@otrs.org' Subject: Queue Services relationship Hi again, How can I establish a relationship between Queue and Services? I would like customers to select a Queue on the TO: field when they are creating a ticket and that the Service field be updated to show only services handled by that particular Queue. For example: To: Networking Team Services: Internet, Email, Folder Shares To: Database Team Services: HR Database, Student Database Is that possible? Thanks! Guillermo Vargas-Dellacasa Computer Operations Manager North Hunterdon-Voorhees Regional High School District (908) 713-4199 ext 5128 gvargas-dellac...@nhvweb.net - 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 Fetching emails via POP3 or IMAP under Windows
David, I am having issues with incoming mail in to OTRS. Here is my error message. OTRS-PMAccount-10 POP3: Can't connect to pop.gmail.com It was working correctly until we switched our mail to GMail. I logged into the GMail account and all of the messages are there but they are not showing up in OTRS. I verified my settings in Postmaster Mail Account. Type: POP3 Username: exam...@test.com Password:. Host:pop.gmail.com Trusted:Yes Dispatching:Dispatching By selected Queue Queue:Support Valid:valid When I select Run Now, it times out. I get the same error if the choose IMAP or POP3S. Any suggestions would be helpful. Regards, Ramsey On Thu, Aug 6, 2009 at 12:26 PM, David Holder david.hol...@gmail.comwrote: Hi Matt, The instructions included in chapter 7 in the online documentation are pretty inclusive to be honest. There are probably some unofficial ones lurking around on the net if you do a google search. Are you having any issues with receiving e-mails? I've got it set up under windows myself pretty quickly following the instructions from chapter 7, but if you're having issues I would be more than willing to help. David On Thu, Aug 6, 2009 at 8:15 PM, Matt Reidy mre...@snagajob.com wrote: Are there any step-by-step guides to receiving emails under Windows beyond what is included in Chapter 7 of the admin guide? Thanks, -Matt -- The information in this communication is intended to be confidential to the Individual(s) and/or Entity to whom it is addressed. It may contain information of a Privileged and/or Confidential nature, which is subject to Federal and/or State privacy regulations. In the event that you are not the intended recipient or the agent of the intended recipient, do not copy or use the information contained within this communication, or allow it to be read, copied or utilized in any manner, by any other person(s). Should this communication be received in error, please notify the sender immediately either by response e-mail or by phone, and permanently delete the original e-mail, attachment(s), and any copies. - 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/ -- Ramsey Allison Xavier College Preparatory 4710 North 5th Street Phoenix, AZ 85012 602-277-3772 - 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-de] FAQ Modul Funktioniert nur nach einem IIS Reset
Hallo, Das neue Aktuelle FAQ MODEL ist installiert, aber es funktioniert immer nur wenn ich einmal den IIS Resette. Nach dem Reset kann ich das FAQ Modul benutzen solange, biss irgend jemand anders es nutzt. Dann geht es nicht mehr. Dann kommt immer die Meldung: Content-type: text/html 'C:\Programme\otrs\bin\cgi-bin\index.pl' script produced no output Nach dem IIS Resettet ist geht es wieder. Weiß jemand vielleicht woran das liegt? With best regards / Mit freundlichen Grüßen Carsten Küppers Carsten Küppers () HiTec Zang GmbH Ebertstr. 30-32 52134 Herzogenrath, Germany Tel: Fax: +49(0)2407 / 910 1099 Email: Web: http://www.hitec-zang.de Sitz der Gesellschaft: Herzogenrath Amtsgericht Aachen, HRB 7492 Geschäftsführer: Andrea Zang - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
Re: [otrs-de] FAQ Modul Funktioniert nur nach einem IIS Reset
Kleine ergenzung zum Fehler noch. Das ist gerade aufgefallen. Es kann immer nur einer Im Faq Modul arbeiten. Verlässt der zweite es kann der andere dran arbeiten. IIS muss nicht geresettet werden With best regards / Mit freundlichen Grüßen Carsten Küppers Carsten Küppers () HiTec Zang GmbH Ebertstr. 30-32 52134 Herzogenrath, Germany Tel: Fax: +49(0)2407 / 910 1099 Email: Web: http://www.hitec-zang.de Sitz der Gesellschaft: Herzogenrath Amtsgericht Aachen, HRB 7492 Geschäftsführer: Andrea Zang -Ursprüngliche Nachricht- Von: otrs-de-boun...@otrs.org [mailto:otrs-de-boun...@otrs.org] Im Auftrag von Küppers, Carsten Gesendet: Donnerstag, 6. August 2009 10:50 An: User questions and discussions about OTRS.org in German Betreff: [otrs-de] FAQ Modul Funktioniert nur nach einem IIS Reset Hallo, Das neue Aktuelle FAQ MODEL ist installiert, aber es funktioniert immer nur wenn ich einmal den IIS Resette. Nach dem Reset kann ich das FAQ Modul benutzen solange, biss irgend jemand anders es nutzt. Dann geht es nicht mehr. Dann kommt immer die Meldung: Content-type: text/html 'C:\Programme\otrs\bin\cgi-bin\index.pl' script produced no output Nach dem IIS Resettet ist geht es wieder. Weiß jemand vielleicht woran das liegt? With best regards / Mit freundlichen Grüßen Carsten Küppers Carsten Küppers () HiTec Zang GmbH Ebertstr. 30-32 52134 Herzogenrath, Germany Tel: Fax: +49(0)2407 / 910 1099 Email: Web: http://www.hitec-zang.de Sitz der Gesellschaft: Herzogenrath Amtsgericht Aachen, HRB 7492 Geschäftsführer: Andrea Zang - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/ - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
Re: [otrs-de] Service und SLA anlgegen
Hallo Manuel, Über die Priorität des Tickets. Soweit ich weiß aber nur als Besitzer oder Verantwortlicher. Gruß Rüdiger -Ursprüngliche Nachricht- Von: otrs-de-boun...@otrs.org [mailto:otrs-de-boun...@otrs.org] Im Auftrag von Wieser Manuel Gesendet: Mittwoch, 5. August 2009 09:08 An: User questions and discussions about OTRS.org in German Betreff: Re: [otrs-de] Service und SLA anlgegen Hallo Bruno Und wie kann ich das Service von einem Ticket ändern. Geht das im Interface auch oder muss ich das über die Datenbank machen? Mit freundlichen Grüßen Maneul -Ursprüngliche Nachricht- Von: otrs-de-boun...@otrs.org [mailto:otrs-de-boun...@otrs.org] Im Auftrag von Klaus Bruno Gesendet: Mittwoch, 5. August 2009 09:05 An: User questions and discussions about OTRS.org in German Betreff: Re: [otrs-de] Service und SLA anlgegen Hallo Manuel ändern kannst Du praktisch alles, nur löschen nicht, damit die Integrität der Daten gewahrt bleibt. Dafür gibts dann den Typ invalid. Gruss, Bruno -Original Message- From: otrs-de-boun...@otrs.org [mailto:otrs-de-boun...@otrs.org] On Behalf Of Wieser Manuel Sent: Wednesday, August 05, 2009 8:59 AM To: User questions and discussions about OTRS.org in German Subject: Re: [otrs-de] Service und SLA anlgegen Also danke erstmal. Habe die einstellungen gefunden. Aber eine frage habe ich noch. Kann ich das Service und SLA im nachhinein als admin auch nocheinmal ändern? Beim ticket selbst habe ich nichts gefunden. Mit freundlichen Grüßen Manuel -Ursprüngliche Nachricht- Von: otrs-de-boun...@otrs.org [mailto:otrs-de-boun...@otrs.org] Im Auftrag von Klaus Bruno Gesendet: Mittwoch, 5. August 2009 08:37 An: User questions and discussions about OTRS.org in German Betreff: Re: [otrs-de] Service und SLA anlgegen Hallo Manuel, oder als default service markieren. Dann ist dieser Service für alle sichtbar, die keinen Service explizit zugewiesen haben. Gruss, Bruno -Original Message- From: otrs-de-boun...@otrs.org [mailto:otrs-de-boun...@otrs.org] On Behalf Of Rene Kleffel Sent: Wednesday, August 05, 2009 8:33 AM To: User questions and discussions about OTRS.org in German Subject: Re: [otrs-de] Service und SLA anlgegen Hallo Manuel, du musst dem Kunden auch noch den Service zuweisen. Gruß, René Am 05.08.2009 um 08:13 schrieb Wieser Manuel: Hallo Wenn der Kunde in der customer.pl ein neues Ticket anlegt kann dieser ein Service und SLA auswählen. Bei mir steht in den Feldern nur ein -. Kann mir bitte jemand sagen wie ich diese anlegen kann. Ich habe schon im Admin bereich unter SLA und Service etwas angelegt, ich sehe jedoch keine einträge im Formular. Wo muss ich die verbindungen setzen und mit was? Bitte um hilfe Danke Manuel CONFIDENTIAL: The information contained in this email message, including attached documents or files, is privileged and confidential. If the reader of this message is not the intended recipient (or the employee or agent responsible to deliver it to the intended recipient), you are hereby notified that any dissemination, distribution or copying of this communication is prohibited. If you receive this communication in error, please notify the sender immediately by email or telephone and permanently delete the message. VERTRAULICH: Der Inhalt dieser E-mail und der angefügten Dokumente ist vertraulich und geheim. Sollten Sie nicht der beabsichtigte Empfänger sein, dürfen sie diese Nachricht incl. der angefügten Dokumente weder kopieren oder diese an Dritte weitergeben, noch in sonstiger Weise verwerten. Falls Sie diese E-Mail irrtümlich erhalten haben, teilen Sie uns dies bitte sofort mit und löschen Sie dieses E-Mail unverzüglich. - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/ - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/ - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen!
