Re: [otrs] Add more than 16 freetext fields
Title: Re: [otrs] Add more than 16 freetext fields What can you achieve with these free text fields? How can they be useful for an agent? Thanks Krisz Hi I wonder if is posible to add more freetext field to OTRS, I know we have 16, but I need more. Can any one point me to the right direction. Thanks. --- Ser Iulián Armenta Legorreta. Calidad Zentrum. __ Information from ESET NOD32 Antivirus, version of virus signature database 4415 (20090910) __ The message was checked by ESET NOD32 Antivirus. http://www.eset.com - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Install OTRS 2.2.5 on Windows XP machine
I think you can be pretty confident that the dump worked. 93 tables is
pretty promising.
You could run a select query on the first 50 tickets in both the live
and test databases and see that the output is the same.
SELECT tn,title FROM ticket LIMIT 50;
That should be enough to confirm that you have the right list of
tickets loaded. You can always leave out the limit or increase it if
you want more. In fact if you leave out the limit it will tell you the
number of rows output at the end. You could do that on both to make
sure you have the same number of tickets.
To clear out the files of otrs application firstly make sure your web
server is stopped then simply remove everything from the base otrs
directory. For me this is F:\wwwroot\otrs-2.4.1\ on my windows server.
The sub directories are bin, doc, Kernel, scripts, var. Delete or move
everything from there.
Now you can copy the same directory from the live server and drop it in here.
Remember, as Michiel said,
Copy Config.pm from the server to your Windows box
but make sure you add the following line to it:
$Self-{'SendmailModule'} = 'Kernel::System::Email::DoNotSendEmail';
Once you've done that start up your webserver and try to connect. With
any luck you'll be able to log in straight away with the same username
you use on the live server.
Rory
Support my 365 Challenge in aid of the Irish Cancer Society
www.365challenge.ie
2009/9/10 Lev Davidovich l.davidov...@yahoo.co.uk:
Hi Rory the MySQL Dump version is 10.9 and the Create Database line was not
there in the dump file.
I created the database named otrs and then imported the dump. I think it has
worked because when I did a
'show tables from otrs'
query from the command prompt on my test machine 93 tables were displayed.
How do I test to make sure that the import has worked?
How do I now go about cleaning the otrs/otrs directory before unzipping the
2.2 version there as per Michael's instructions?
Thannks a lot
Best
Lev
From: Rory rcler...@gmail.com
To: User questions and discussions about OTRS. otrs@otrs.org
Sent: Thursday, 10 September, 2009 15:24:33
Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine
Have a look at the otsr.sql file in notepad (or a better text editor
if you have one).
I just did a dump from my own otrs DB and this is the start of the file;
##
-- MySQL dump 10.13 Distrib 5.1.35, for Win32 (ia32)
--
-- Host: localhost Database: otrs
-- --
-- Server version 5.1.35-community-log
/*!40101 SET @OLD_CHARACTER_SET_CLIENT=@@CHARACTER_SET_CLIENT */;
/*!40101 SET @OLD_CHARACTER_SET_RESULTS=@@CHARACTER_SET_RESULTS */;
/*!40101 SET @OLD_COLLATION_CONNECTION=@@COLLATION_CONNECTION */;
/*!40101 SET NAMES utf8 */;
/*!40103 SET @OLD_TIME_ZONE=@@TIME_ZONE */;
/*!40103 SET TIME_ZONE='+00:00' */;
/*!40014 SET @OLD_UNIQUE_CHECKS=@@UNIQUE_CHECKS, UNIQUE_CHECKS=0 */;
/*!40014 SET @OLD_FOREIGN_KEY_CHECKS=@@FOREIGN_KEY_CHECKS,
FOREIGN_KEY_CHECKS=0 */;
/*!40101 SET @OLD_SQL_MODE=@@SQL_MODE, SQL_MODE='NO_AUTO_VALUE_ON_ZERO' */;
/*!40111 SET @OLD_SQL_NOTES=@@SQL_NOTES, SQL_NOTES=0 */;
--
-- Current Database: `otrs`
--
CREATE DATABASE /*!32312 IF NOT EXISTS*/ `otrs` /*!40100 DEFAULT
CHARACTER SET utf8 */;
USE `otrs`;
--
-- Table structure for table `article`
--
Firstly my version of mysqldump is 10.13 so if you're using an earlier
version it might do things a little differently.
Secondly there's the line to CREATE DATABASE `otrs` if it doesn't
exist. Is this line in your dump?
If its there it should create the database but maybe its acting up. If
its not there then you'll have to create the database and then tell
mysql to use it when you are importing the database i.e.
mysql -D otrs -u root -p C:\otrsdump\otrs.sql
Note: The option to specify the database is -D for the mysql command
but it is -B for mysqldump. I keep getting those confused.
Rory
Support my 365 Challenge in aid of the Irish Cancer Society
www.365challenge.ie
2009/9/10 Lev Davidovich l.davidov...@yahoo.co.uk:
Thank you so much Rory.
The deletion of the 2.4.4 database and the dump of the live database went
pretty smoothly.
But I have got stuck trying to import the dump (which is called
otrs.sql).
I have gone to the bin directory of the mysql install and typed
mysql -u root -p C:\otrsdump\otrs.sql
was asked for and typed my password and got message Error - no database
selected.
So then I typed
mysql -u root -p otrs C:\otrsdump\otrs.sql
was asked for and typed my password and got message Error - unknown
database 'otrs' .
Do I need to create a database called otrs first and then import the dump
into it?
Thanks a lot
Lev
From: Rory rcler...@gmail.com
To: User questions and discussions about OTRS. otrs@otrs.org
Sent: Wednesday, 9
[otrs] Warning: Sorry, you need to be the owner to do this action!
I can't merge tickets that are new (owner is r...@otrs). I have admin rights, so why can't I do this? IS there a configuration option to allow this? 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] FW: Funny Apache Errors..
Further to yesterdays email about it wanting to down load the .pl files, every morning I have to run these commands... /opt/otrs/bin/SetPermissions.pl --otrs-user=otrs --web-user=www-data /opt/otrs chmod 777 /opt/otrs/var/tmp/ -R chmod 777 /opt/otrs/var/article/ -R service apache2 restart Any ideas why?? From: Doug Hall Sent: 10 September 2009 11:08 To: 'otrs@otrs.org' Subject: Funny Apache Errors.. OTRS = Good times.! Installed it about 18 months ago, and has been used full on since.. Database is now 2.2Gb.. The server it WAS on was struggling a little. Now I created a monster server with shed loads of space, power and memory.. Installed Ubuntu 9.04 server, Apache2 with Mod_Perl etc etc.. reinstalled otrs 2.4.4, and move the DB across.. Now I have these few niggly problems.. Sometimes, randomly, when browsing to http://helpdesk/otrs/index.pl/public.pl/customer.pl, it attempts to download the .pl file instead.. Also, I am constantly getting these errors in the apache2 error.log:- [Thu Sep 10 10:56:28 2009] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1559 Millions of them... Any help clearing up the niggles will be most appreciated.. Thanks in advance.. Doug Hall IT Operations Manager Dir Fax Mobile Email +44 (0)1179 303 420 +44 (0)1179 259 954 +44 (0)7966 343 084 dh...@com2com.com Committed 2 Communications Ltd 7th Floor, Whitefriars. Lewins Mead. Bristol. BS1 2NT. UK *** PLEASE NOTE CHANGE OF ADDRESS FROM 19th SEPTEMBER 2009 *** 2nd Floor, The Pithay. Bristol. BS1 2HZ. UK General Web +44 (0)1179 303 450 http://www.com2com.com NTT Fundraising is a trading name of Committed 2 Communications Ltd, a UK company offering specialist services to the charity sector in telephone fundraising, as well as recruitment, donor relationship management, direct debit and BACs Bureau services - to name a few. For more information visit www.nttfundraising.co.uk. Unless expressly stated otherwise, this message is confidential and may be privileged. It is intended for the addressee(s) only. Access to this e-mail by anyone else is unauthorised. If you are not an addressee, any disclosure or copying of the contents of this e-mail or any action taken (or not taken) in reliance on it is unauthorised and may be unlawful. If you are not an addressee, please inform the sender immediately. You should carry out your own virus checks before opening any attachment. Registered Office: 7th Floor, Whitefriars, Lewins Mead, Bristol BS1 2NT, United Kingdom Registered In England, Registered Trading Number: 06458746 - 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] FW: Funny Apache Errors..
Probably becouse you should have to use some other switch (at least otrs-group and web-group)? bin/SetPermissions.pl 1.10 - set OTRS file permissions Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ Usage: SetPermissions.pl [--otrs-user=OTRS_USER] [--web-user=WEBSERVER_USER] [--otrs-group=OTRS_GROUP] [--web-group=WEB_GROUP] [--admin-user=ADMIN_USER] [--admin-group=ADMIN_GROUP] [--admin-group-writable] [--secure] [--not-root] OTRS_HOME On Fri, Sep 11, 2009 at 10:51 AM, Doug Hall dh...@com2com.com wrote: Further to yesterdays email about it wanting to down load the .pl files, every morning I have to run these commands... /opt/otrs/bin/SetPermissions.pl --otrs-user=otrs --web-user=www-data /opt/otrs chmod 777 /opt/otrs/var/tmp/ -R chmod 777 /opt/otrs/var/article/ -R service apache2 restart Any ideas why?? From: Doug Hall Sent: 10 September 2009 11:08 To: 'otrs@otrs.org' Subject: Funny Apache Errors.. OTRS = Good times.! Installed it about 18 months ago, and has been used full on since.. Database is now 2.2Gb.. The server it WAS on was struggling a little. Now I created a monster server with shed loads of space, power and memory.. Installed Ubuntu 9.04 server, Apache2 with Mod_Perl etc etc.. reinstalled otrs 2.4.4, and move the DB across.. Now I have these few niggly problems.. Sometimes, randomly, when browsing to http://helpdesk/otrs/index.pl/public.pl/customer.pl, it attempts to download the .pl file instead.. Also, I am constantly getting these errors in the apache2 error.log:- [Thu Sep 10 10:56:28 2009] -e: Use of uninitialized value in hash element at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1559 Millions of them... Any help clearing up the niggles will be most appreciated.. Thanks in advance.. Doug Hall IT Operations Manager Dir Fax Mobile Email +44 (0)1179 303 420 +44 (0)1179 259 954 +44 (0)7966 343 084 dh...@com2com.com Committed 2 Communications Ltd 7th Floor, Whitefriars. Lewins Mead. Bristol. BS1 2NT. UK *** PLEASE NOTE CHANGE OF ADDRESS FROM 19th SEPTEMBER 2009 *** 2nd Floor, The Pithay. Bristol. BS1 2HZ. UK General Web +44 (0)1179 303 450 http://www.com2com.com NTT Fundraising is a trading name of Committed 2 Communications Ltd, a UK company offering specialist services to the charity sector in telephone fundraising, as well as recruitment, donor relationship management, direct debit and BACs Bureau services - to name a few. For more information visit www.nttfundraising.co.uk. Unless expressly stated otherwise, this message is confidential and may be privileged. It is intended for the addressee(s) only. Access to this e-mail by anyone else is unauthorised. If you are not an addressee, any disclosure or copying of the contents of this e-mail or any action taken (or not taken) in reliance on it is unauthorised and may be unlawful. If you are not an addressee, please inform the sender immediately. You should carry out your own virus checks before opening any attachment. Registered Office: 7th Floor, Whitefriars, Lewins Mead, Bristol BS1 2NT, United Kingdom Registered In England, Registered Trading Number: 06458746 - 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] Warning: Sorry, you need to be the owner to do this action!
I got this error too when I copy and paste the ticket number to merge to. Try carefully removing any preceeding and trailing characters from the number. Worked for me. Regards, Anton. 2009/9/11 Glossop, Andrew andrew.glos...@cooperindustries.com I can't merge tickets that are new (owner is r...@otrs). I have admin rights, so why can't I do this? IS there a configuration option to allow this? 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/
[otrs] customer user group
How can i display the customer user group in the Agent ticket details page? Thank you very much Alessandro - 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] Install OTRS 2.2.5 on Windows XP machine
Thanks a lot Rory - thanks to you and the others the finishing line seems to be
in sight!
Just a couple of things to clarify:
1) Is it the Apache server I am supposed to stop in Services of
Administrative Tools of Control Panel? I tired to stop it but am given a
message that I have no access although our IT department was supposed to have
given me full admin rights on this machine. Is there a way of doing this
through the command line using my admin password? In any case I have asked IT
to reexamine my admin rights so they are in the process of doing so.
2) My base otrs directory seems to be C:\Program Files\OTRS\OTRS which contains
all the subdirectories you mention. When you say
Now you can copy the same directory from the live server and drop it in here.
Is this better than doing what Michael said which was to download the 2.2.5
version from the download servers and unzip it in that directory - or is it
virtually the same thing?
3) As a trial run I tried to delete the directories from the copy of OTRS in my
laptop at home (Windows) but got messages that I could not delete certain files
like cron.pm - is this likely to happen now and or is that also a matter of
permissions which should hopefully be sorted out by our IT department? And if I
do get such messages should I carry on regardless with copying everything else
over or should I stop and restore the original version?
Thanks so much! :-)
From: Rory rcler...@gmail.com
To: User questions and discussions about OTRS. otrs@otrs.org
Sent: Friday, 11 September, 2009 9:23:32
Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine
I think you can be pretty confident that the dump worked. 93 tables is
pretty promising.
You could run a select query on the first 50 tickets in both the live
and test databases and see that the output is the same.
SELECT tn,title FROM ticket LIMIT 50;
That should be enough to confirm that you have the right list of
tickets loaded. You can always leave out the limit or increase it if
you want more. In fact if you leave out the limit it will tell you the
number of rows output at the end. You could do that on both to make
sure you have the same number of tickets.
To clear out the files of otrs application firstly make sure your web
server is stopped then simply remove everything from the base otrs
directory. For me this is F:\wwwroot\otrs-2.4.1\ on my windows server.
The sub directories are bin, doc, Kernel, scripts, var. Delete or move
everything from there.
Now you can copy the same directory from the live server and drop it in here.
Remember, as Michiel said,
Copy Config.pm from the server to your Windows box
but make sure you add the following line to it:
$Self-{'SendmailModule'} = 'Kernel::System::Email::DoNotSendEmail';
Once you've done that start up your webserver and try to connect. With
any luck you'll be able to log in straight away with the same username
you use on the live server.
Rory
Support my 365 Challenge in aid of the Irish Cancer Society
www.365challenge.ie
2009/9/10 Lev Davidovich l.davidov...@yahoo.co.uk:
Hi Rory the MySQL Dump version is 10.9 and the Create Database line was not
there in the dump file.
I created the database named otrs and then imported the dump. I think it has
worked because when I did a
'show tables from otrs'
query from the command prompt on my test machine 93 tables were displayed.
How do I test to make sure that the import has worked?
How do I now go about cleaning the otrs/otrs directory before unzipping the
2.2 version there as per Michael's instructions?
Thannks a lot
Best
Lev
From: Rory rcler...@gmail.com
To: User questions and discussions about OTRS. otrs@otrs.org
Sent: Thursday, 10 September, 2009 15:24:33
Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine
Have a look at the otsr.sql file in notepad (or a better text editor
if you have one).
I just did a dump from my own otrs DB and this is the start of the file;
##
-- MySQL dump 10.13 Distrib 5.1.35, for Win32 (ia32)
--
-- Host: localhost Database: otrs
-- --
-- Server version 5.1.35-community-log
/*!40101 SET @OLD_CHARACTER_SET_CLIENT=@@CHARACTER_SET_CLIENT */;
/*!40101 SET @OLD_CHARACTER_SET_RESULTS=@@CHARACTER_SET_RESULTS */;
/*!40101 SET @OLD_COLLATION_CONNECTION=@@COLLATION_CONNECTION */;
/*!40101 SET NAMES utf8 */;
/*!40103 SET @OLD_TIME_ZONE=@@TIME_ZONE */;
/*!40103 SET TIME_ZONE='+00:00' */;
/*!40014 SET @OLD_UNIQUE_CHECKS=@@UNIQUE_CHECKS, UNIQUE_CHECKS=0 */;
/*!40014 SET @OLD_FOREIGN_KEY_CHECKS=@@FOREIGN_KEY_CHECKS,
FOREIGN_KEY_CHECKS=0 */;
/*!40101 SET @OLD_SQL_MODE=@@SQL_MODE, SQL_MODE='NO_AUTO_VALUE_ON_ZERO' */;
/*!40111 SET @OLD_SQL_NOTES=@@SQL_NOTES, SQL_NOTES=0 */;
--
-- Current Database: `otrs`
--
CREATE DATABASE /*!32312 IF NOT EXISTS*/ `otrs` /*!40100 DEFAULT
Re: [otrs] Warning: Sorry, you need to be the owner to do this action!
I don't even get that far. just click on merge, and get the error immediately. :( From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Anton Gubar'kov Sent: 11 September 2009 10:51 To: User questions and discussions about OTRS. Subject: Re: [otrs] Warning: Sorry,you need to be the owner to do this action! I got this error too when I copy and paste the ticket number to merge to. Try carefully removing any preceeding and trailing characters from the number. Worked for me. Regards, Anton. 2009/9/11 Glossop, Andrew andrew.glos...@cooperindustries.com I can't merge tickets that are new (owner is r...@otrs). I have admin rights, so why can't I do this? IS there a configuration option to allow this? 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] Add Spam link to all tickets
Hi, look for Ticket::Frontend::PreMenuModule in Sysconfig (use search). Once
you tick the Spam item and save- it will show.
Anton.
2009/9/4 Danie Theron da...@verpakt.com
Hi ,
I know there is a Spam link if you click on the 'Zoom link on a
ticket. Is there a way to add this Spam link to the default view of each
ticket.
I tried searching the list archive and came up with this (below) , but I
suspect that it's for the earlier version of OTRS and does not seem to
work.
First prize would be to use in conjunction with the Bulk feature. So you
bulk select your spam tickets and just click the Spam link somewhere in
the Main Queue View and it moves all those tickets to the SPAM Queue.
Fairly new to OTRS so please be patient ;)
Hi Mark,
On Tue, Feb 18, 2003 at 09:14:54AM +0100, Mark N. wrote:
Would it be possible to make a button/link (next to the Lock, Zoom,
Close, etc. buttons) in the Queue view, that would move a ticket to
the Junk queue (or maybe delete it)? We get a lot of spam in some of
our queues and it takes time to close all those tickets :(
Any better ideas?
Yes, you could do this:
a) add a delete queue (and memorize the queue_id)
b) add a delete link to the dtl-template, e. g.
Kernel/Output/HTML/Standard/TicketView.dtl
[...]
a
href=$Env{Baselink}Action=AgentMoveTicketID=$Data{TicketID}DestQ
ueueID=1
onmouseover=window.status='$Text{Zoom}'; return true;
onmouseout=window.status='';$Text{Delete}/a -
[...]
replace the DestQueueID=x param with your delete queue_id
Danie Theron
Systems Administrator
Verpakt Management Services
+2711 253 9611
da...@verpakt.com
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Re: [otrs] Using Microsoft Exchange Address Book with OTRS
AFAIK, the only way is the LDAP backend for customer accounts. 2009/9/11 Mazli Mohamad ma...@possimo.com Hi, Is there any way to use Microsoft Exchange Address Book with OTRS during composing/replying email? thanks mazli - 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] FW: FAQ Public Interface language
Hello, I just installed the FAQ module. When I use the Agent Interface everything is in the english language, but when I use the Public interface the categories and RSS are in portuguese. How can I change the public interface to the english language? I have already been looking in the System Configuration and even in the Standard Customer dtl files, but was unable to have all sentences in English. Thanks and best regards, Rui nonius_logo Rui Castro ● Director NoniusSoft – Software e Consultoria para Telecomunicações, S. A. Rua Actor Ferreira da Silva, 100 ● 4200 – 298 Porto ● Portugal Tel.: +351 22 030 15 30 ● Fax: +351 22 030 15 21 r...@noniussoftware.com ● http://www.noniussoftware.com http://www.noniussoftware.com/ image004.jpg- 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] customer user group
Ciao Alessandro, Cust user group should be implicit setting customer user enable to write tickets in a group (and so to a queue). If it has rw to many groups really I don't know a different way as such going to see detail of it in admin. On Fri, Sep 11, 2009 at 11:36 AM, Alessandro d'Ambrosio alessandro.dambro...@unimi.it wrote: How can i display the customer user group in the Agent ticket details page? Thank you very much Alessandro - 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] Install OTRS 2.2.5 on Windows XP machine
1) Yes, its the apache service that you need to stop. You minght also
want to stop the Cron Service as that could also be accessing files
and prevent you from deleting them.
Have a look at the system log in your event viewer to see what the
error is when you try to stop the apache service. If you can't stop
the service its not a big deal, it just one less thing to consider if
something doesn't work.
The commands for stopping and starting services from the command line are;
net stop service_name
net start service_name
You can get the service name from looking at the properties of the
service. Its the very first line that you can't edit in the
properties. You might find the runas command useful too, the syntax
is;
runas /user:domain\username command
It will then ask you for your password and the command will run as the
user you specified.
2) It doesn't really make much difference whether you copy from the
live or if you extract the fresh download. The only reason I'd suggest
a copy from live is that you have an exact copy of your live system.
But if you havn't made any changes other than the config.pm then it
doesn't matter.
3) I'm not sure why you were haveing the problem deleting files from
your home machine. Maybe it was because the apache, mysql and cron
services were running. If you have this trouble again I can tell you
how to change the directory that apache server looks in for your files
so that you can copy/extract the files to a different directory and
still have everything work.
It does sound like your IT department has set you up with permissions
that are almost but not quite administrator.
Try to add a user to the machine yourself and add put them into the
administrator group. That way you're sure to have local administrator
rights. If you can't do that then you don't have full admin rights.
Take it easy,
Rory
Support my 365 Challenge in aid of the Irish Cancer Society
www.365challenge.ie
2009/9/11 Lev Davidovich l.davidov...@yahoo.co.uk:
Thanks a lot Rory - thanks to you and the others the finishing line seems to
be in sight!
Just a couple of things to clarify:
1) Is it the Apache server I am supposed to stop in Services of
Administrative Tools of Control Panel? I tired to stop it but am given a
message that I have no access although our IT department was supposed to
have given me full admin rights on this machine. Is there a way of doing
this through the command line using my admin password? In any case I have
asked IT to reexamine my admin rights so they are in the process of doing
so.
2) My base otrs directory seems to be C:\Program Files\OTRS\OTRS which
contains all the subdirectories you mention. When you say
Now you can copy the same directory from the live server and drop it in
here.
Is this better than doing what Michael said which was to download the 2.2.5
version from the download servers and unzip it in that directory - or is it
virtually the same thing?
3) As a trial run I tried to delete the directories from the copy of OTRS in
my laptop at home (Windows) but got messages that I could not delete certain
files like cron.pm - is this likely to happen now and or is that also a
matter of permissions which should hopefully be sorted out by our IT
department? And if I do get such messages should I carry on regardless with
copying everything else over or should I stop and restore the original
version?
Thanks so much! :-)
From: Rory rcler...@gmail.com
To: User questions and discussions about OTRS. otrs@otrs.org
Sent: Friday, 11 September, 2009 9:23:32
Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine
I think you can be pretty confident that the dump worked. 93 tables is
pretty promising.
You could run a select query on the first 50 tickets in both the live
and test databases and see that the output is the same.
SELECT tn,title FROM ticket LIMIT 50;
That should be enough to confirm that you have the right list of
tickets loaded. You can always leave out the limit or increase it if
you want more. In fact if you leave out the limit it will tell you the
number of rows output at the end. You could do that on both to make
sure you have the same number of tickets.
To clear out the files of otrs application firstly make sure your web
server is stopped then simply remove everything from the base otrs
directory. For me this is F:\wwwroot\otrs-2.4.1\ on my windows server.
The sub directories are bin, doc, Kernel, scripts, var. Delete or move
everything from there.
Now you can copy the same directory from the live server and drop it in
here.
Remember, as Michiel said,
Copy Config.pm from the server to your Windows box
but make sure you add the following line to it:
$Self-{'SendmailModule'} = 'Kernel::System::Email::DoNotSendEmail';
Once you've done that start up your webserver and try to connect. With
any luck you'll be able to log in straight away with the same username
you use
[otrs] ticket search
Hi, I would like to search a ticket by other customer client information (not only by ticket nr., title, customer ID ) like phone number, a field I added. How can I enable this option in agent search ticket page? Thank you very much Alessandro - 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] ticket search
Do you know that there is a CICS (Customer Information and Communication System) version of OTRS ? it should be more suitable, probably, at you need. It should be more CRM oriented if I have well understood. It could be found at www dot cape-it dot de On Fri, Sep 11, 2009 at 1:57 PM, Alessandro d'Ambrosio alessandro.dambro...@unimi.it wrote: Hi, I would like to search a ticket by other customer client information (not only by ticket nr., title, customer ID ) like phone number, a field I added. How can I enable this option in agent search ticket page? Thank you very much Alessandro - 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] FW: FAQ Public Interface language
Hi Rui, Currently the Public frontend of the FAQ displays the language that is requested by the browser. Your browser is probably instructed to request pages in Portuguese if that exists, so that is why you will see the page in Portuguese. For instance in Firefox you can change that by selecting Preferences Content Languages Choose. If any of the languages listed here is available, OTRS will return that. If there is none, it will fallback to the language you have defined in Admin SysConfig Framework Core DefaultLanguage. What you could do, is remove all languages but English from Admin SysConfig Framework Core DefaultUsedLanguages. Then the Public FAQ frontend will always display in English. But this will also prevent agents and customer users to use any other language than english! hope this helps, Michiel On Fri, Sep 11, 2009 at 12:08 PM, Rui Castro r...@noniussoftware.com wrote: Hello, I just installed the FAQ module. When I use the Agent Interface everything is in the english language, but when I use the Public interface the categories and RSS are in portuguese. How can I change the public interface to the english language? I have already been looking in the System Configuration and even in the Standard Customer dtl files, but was unable to have all sentences in English. Thanks and best regards, Rui [image: nonius_logo] *Rui Castro *● Director NoniusSoft – Software e Consultoria para Telecomunicações, S. A. Rua Actor Ferreira da Silva, 100 ● 4200 – 298 Porto ● Portugal Tel.: +351 22 030 15 30 ● Fax: +351 22 030 15 21 r...@noniussoftware.com ● http://www.noniussoftware.com - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ image004.jpg- 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] Fw: perl migration script help
Sorry, just bumping this... really need the help! Hiya, Sorry I'm doing this on an XP box just to test the upgrade process... prod box is on Windows Server 2003. I am using MySQL Query Browser to run these scripts, I log into it using root, and then I can browse to the actual SQL script to run that and that is ok... But as far as the Perl script goes, I don't know what to do with that as MySQL Query Browser won't run Perl... and I have no Perl experience so am really not sure how to go about it! On a side... below where you write source $HOME_OTRS/scripts/DBUpdate-to-2.4.mysql.sql; do you mean me to paste that directly into the browser or do I amend $HOME_OTRS to the actual path, and if so, what it the best way to write this, i.e, the 'program files' bit? Apologies for my silly questions and thanks. Emily m...@timocom.com Sent by: otrs-boun...@otrs.org 09/09/2009 17:55 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] perl migration script help Hey, just login into your mysql as 'root' and then do the following. use otrs; source $HOME_OTRS/scripts/DBUpdate-to-2.4.mysql.sql; source $HOME_OTRS/scripts/DBUpdate-to-2.4.pl; Here you´ll get some error´s just ignore them and go on with the following command. source $HOME_OTRS/scripts/DBUpdate-to-2.4-post.mysql.sql; Then you can quit from mysql and restart the services. Now just login into your OTRS System with an administrators account, go to the Admin panel and click on the sysconfig. Have fun ;) Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: m...@timocom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 Emily Flynn ---09.09.2009 18:48:07---Hello! I am trying to upgrade from 2.3.4 to 2.4.3, and I'm a bit lost on what to From: Emily Flynn emily.fl...@zurichbank.com To: otrs@otrs.org Date: 09.09.2009 18:48 Subject: [otrs] perl migration script help Sent by: otrs-boun...@otrs.org Hello! I am trying to upgrade from 2.3.4 to 2.4.3, and I'm a bit lost on what to do for running the perl migration script http://faq.otrs.org/otrs/public.pl?Action=PublicFAQSubaction=PrintCategoryID=5ItemID=351 I have MySQL Tools installed and so have used MySQL Admin to backup and restore, and MySQL Query Browser to run the first upgrade script ( DBUpdate-to-2.4.mysql.sql ). I am not sure how to run the Perl migration script, can someone please give me a couple of pointers? Thanks in advance 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/ image/gifimage/gifimage/gifimage/gifimage/gifimage/gifimage/gifimage/gifimage/gifimage/gifimage/gif- 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] Fw: perl migration script help
Hi, Yes, $HOME_OTRS should be the full path to the OTRS directory. On my windows machine this is C:\Program Files\OTRS\OTRS You could either use quotation marks around the entire path e.g. source C:\Program Files\OTRS\OTRS\scripts\DBUpdate-to-2.4.mysql.sql; The perl script should run just fine as you have to have a perl interpreter to run otrs in the first place. I'm not sure if it will work on Windows tho as I think the upgrade scripts were written for Linux based machines. Take it easy, Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/9/11 Emily Flynn emily.fl...@zurichbank.com Sorry, just bumping this... really need the help! Hiya, Sorry I'm doing this on an XP box just to test the upgrade process... prod box is on Windows Server 2003. I am using MySQL Query Browser to run these scripts, I log into it using root, and then I can browse to the actual SQL script to run that and that is ok... But as far as the Perl script goes, I don't know what to do with that as MySQL Query Browser won't run Perl... and I have no Perl experience so am really not sure how to go about it! On a side... below where you write source $HOME_OTRS/scripts/DBUpdate-to-2.4.mysql.sql; do you mean me to paste that directly into the browser or do I amend $HOME_OTRS to the actual path, and if so, what it the best way to write this, i.e, the 'program files' bit? Apologies for my silly questions and thanks. Emily m...@timocom.com Sent by: otrs-boun...@otrs.org 09/09/2009 17:55 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] perl migration script help Hey, just login into your mysql as 'root' and then do the following. use otrs; source $HOME_OTRS/scripts/DBUpdate-to-2.4.mysql.sql; source $HOME_OTRS/scripts/DBUpdate-to-2.4.pl; Here you´ll get some error´s just ignore them and go on with the following command. source $HOME_OTRS/scripts/DBUpdate-to-2.4-post.mysql.sql; Then you can quit from mysql and restart the services. Now just login into your OTRS System with an administrators account, go to the Admin panel and click on the sysconfig. Have fun ;) Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: m...@timocom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 Emily Flynn ---09.09.2009 18:48:07---Hello! I am trying to upgrade from 2.3.4 to 2.4.3, and I'm a bit lost on what to From: Emily Flynn emily.fl...@zurichbank.com To: otrs@otrs.org Date: 09.09.2009 18:48 Subject: [otrs] perl migration script help Sent by: otrs-boun...@otrs.org Hello! I am trying to upgrade from 2.3.4 to 2.4.3, and I'm a bit lost on what to do for running the perl migration script http://faq.otrs.org/otrs/public.pl?Action=PublicFAQSubaction=PrintCategoryID=5ItemID=351 I have MySQL Tools installed and so have used MySQL Admin to backup and restore, and MySQL Query Browser to run the first upgrade script (DBUpdate-to-2.4.mysql.sql ). I am not sure how to run the Perl migration script, can someone please give me a couple of pointers? Thanks in advance 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/ - OTRS mailing list: otrs -
[otrs] Content Manager Package
Hi there, does anybody know anything about the further development plans of the content manager package? Cheers, Patrick -- iBrams ∙ Integrated Brand Management Solution: http://www.ibrams.com/ mailto:p.sch...@ibrams.com, phone: +49 (0) 69 405 66 93 51 Geschäftsführer: Andreas Michalski - AG Frankfurt, HRA 44435, Sitz Frankfurt - 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] SpellChecker not visible
Hmmm.. I do not see that button even if I switch on the spell checker? Any hints on that? FEZ Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Michiel Beijen Gesendet: Donnerstag, 10. September 2009 08:28 An: User questions and discussions about OTRS. Betreff: Re: [otrs] SpellChecker not visible Hi Gustavo, If you'd use the Rich Text editor, starting from 2.4.4 the spell checker from the editor will be used; it is the rightmost button in the top navigation bar, with the letters ABC and a green checkmark, see the picture below: https://dl.getdropbox.com/u/222532/otrs-spell-check-icon-rte.png This spell checker still uses aspell/ispell as the dictionary, just as in previous OTRS versions. Regards, Michiel On Wed, Sep 9, 2009 at 7:51 PM, Gustavo Montes gustavo.mon...@gmail.com wrote: Hello, I'm trying to enable the SpellChecker when composing answers to tickets. I made the change in the SysConfig section under Core::SpellChecker I changed SpellChecker from No to Yes. The problem is that still I do not see any option to do spell checking when composing answers. Am I missing something here? Thanks in advance, Gustavo ~ OTRS version 2.4.4 - 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] Install OTRS 2.2.5 on Windows XP machine
Use otrs/bin/otrs.setPassword to change the password for r...@localhost -- Michiel On Fri, Sep 11, 2009 at 4:39 PM, Lev Davidovich l.davidov...@yahoo.co.uk wrote: I managed to get Admin pebrmissions for my machine at last! I emptied out the base otrs directory and replaced the files with files from the 2.2.5 version. I then changed the Config file to the one from the live server and tried to log in but it won't let me log on as r...@localhost ! Any idea what I should do? Thanks From: Rory rcler...@gmail.com To: User questions and discussions about OTRS. otrs@otrs.org Sent: Friday, 11 September, 2009 12:32:35 Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine 1) Yes, its the apache service that you need to stop. You minght also want to stop the Cron Service as that could also be accessing files and prevent you from deleting them. Have a look at the system log in your event viewer to see what the error is when you try to stop the apache service. If you can't stop the service its not a big deal, it just one less thing to consider if something doesn't work. The commands for stopping and starting services from the command line are; net stop service_name net start service_name You can get the service name from looking at the properties of the service. Its the very first line that you can't edit in the properties. You might find the runas command useful too, the syntax is; runas /user:domain\username command It will then ask you for your password and the command will run as the user you specified. 2) It doesn't really make much difference whether you copy from the live or if you extract the fresh download. The only reason I'd suggest a copy from live is that you have an exact copy of your live system. But if you havn't made any changes other than the config.pm then it doesn't matter. 3) I'm not sure why you were haveing the problem deleting files from your home machine. Maybe it was because the apache, mysql and cron services were running. If you have this trouble again I can tell you how to change the directory that apache server looks in for your files so that you can copy/extract the files to a different directory and still have everything work. It does sound like your IT department has set you up with permissions that are almost but not quite administrator. Try to add a user to the machine yourself and add put them into the administrator group. That way you're sure to have local administrator rights. If you can't do that then you don't have full admin rights. Take it easy, Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/9/11 Lev Davidovich l.davidov...@yahoo.co.uk: Thanks a lot Rory - thanks to you and the others the finishing line seems to be in sight! Just a couple of things to clarify: 1) Is it the Apache server I am supposed to stop in Services of Administrative Tools of Control Panel? I tired to stop it but am given a message that I have no access although our IT department was supposed to have given me full admin rights on this machine. Is there a way of doing this through the command line using my admin password? In any case I have asked IT to reexamine my admin rights so they are in the process of doing so. 2) My base otrs directory seems to be C:\Program Files\OTRS\OTRS which contains all the subdirectories you mention. When you say Now you can copy the same directory from the live server and drop it in here. Is this better than doing what Michael said which was to download the 2.2.5 version from the download servers and unzip it in that directory - or is it virtually the same thing? 3) As a trial run I tried to delete the directories from the copy of OTRS in my laptop at home (Windows) but got messages that I could not delete certain files like cron.pm - is this likely to happen now and or is that also a matter of permissions which should hopefully be sorted out by our IT department? And if I do get such messages should I carry on regardless with copying everything else over or should I stop and restore the original version? Thanks so much! :-) From: Rory rcler...@gmail.com To: User questions and discussions about OTRS. otrs@otrs.org Sent: Friday, 11 September, 2009 9:23:32 Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine I think you can be pretty confident that the dump worked. 93 tables is pretty promising. You could run a select query on the first 50 tickets in both the live and test databases and see that the output is the same. SELECT tn,title FROM ticket LIMIT 50; That should be enough to confirm that you have the right list of tickets loaded. You can always leave out the limit or increase it if you want more. In fact if you leave out the limit it will tell you the number of rows output at the end. You could do that on both to make sure you
Re: [otrs] Install OTRS 2.2.5 on Windows XP machine
* Lev Davidovich l.davidov...@yahoo.co.uk: thank you - please tell me what the code is for changing the password for r...@localhost. Use otrs/bin/otrs.setPassword to change the password for r...@localhost like Michiel said. -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.de - 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] Install OTRS 2.2.5 on Windows XP machine
If you look into the bin directory under your otrs directory you will find the file otrs.setPassword. Its a perl file so you need to run it through a perl interpreter i.e. Strawberry Perl that was installed by the OTRS installer. Go to the otrs bin directory and try this from the command line; c:\Program Files\OTRS\StrawberryPerl\perl\bin\perl.exe otrs.setPassword r...@localhost password That should do it. Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/9/11 Ralf Hildebrandt ralf.hildebra...@charite.de: * Lev Davidovich l.davidov...@yahoo.co.uk: thank you - please tell me what the code is for changing the password for r...@localhost. Use otrs/bin/otrs.setPassword to change the password for r...@localhost like Michiel said. -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.de - 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] Install OTRS 2.2.5 on Windows XP machine
Thanks I tried that and message I get on the command line is ERROR: /opt/otrs/RELEASE does not exist! This file is needed by central system parts of OTRS. the system will not work without this file. Died at C:\Program Files\Kernel\Config\Defaults.pm line 2143 From: Rory rcler...@gmail.com To: User questions and discussions about OTRS. otrs@otrs.org Sent: Friday, 11 September, 2009 16:17:05 Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine If you look into the bin directory under your otrs directory you will find the file otrs.setPassword. Its a perl file so you need to run it through a perl interpreter i.e. Strawberry Perl that was installed by the OTRS installer. Go to the otrs bin directory and try this from the coOTRS\OTRS\mmand line; c:\Program Files\OTRS\StrawberryPerl\perl\bin\perl.exe otrs.setPassword r...@localhost password That should do it. Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/9/11 Ralf Hildebrandt ralf.hildebra...@charite.de: * Lev Davidovich l.davidov...@yahoo.co.uk: thank you - please tell me what the code is for changing the password for r...@localhost. Use otrs/bin/otrs.setPassword to change the password for r...@localhost like Michiel said. -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.de - 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] Install OTRS 2.2.5 on Windows XP machine
* Lev Davidovich l.davidov...@yahoo.co.uk: Thanks I tried that and message I get on the command line is ERROR: /opt/otrs/RELEASE does not exist! This file is needed by central system parts of OTRS. the system will not work without this file. Died at C:\Program Files\Kernel\Config\Defaults.pm line 2143 Why is the file missing? I wonder why it would try Unix Paths on a Windows system... -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.de - 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] Install OTRS 2.2.5 on Windows XP machine
I imported the Defaults.pm file from my Unix system.
It contains definitions of paths as follows
Line 745
$Self-{'Home'} = '/opt/otrs';
Should I change this to a Windows path. Would that be
C:\Program Files\OTRS\OTRS\
??
From: Ralf Hildebrandt ralf.hildebra...@charite.de
To: otrs@otrs.org
Sent: Friday, 11 September, 2009 16:34:56
Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine
* Lev Davidovich l.davidov...@yahoo.co.uk:
Thanks I tried that and message I get on the command line is
ERROR: /opt/otrs/RELEASE does not exist! This file is needed by central
system parts of OTRS. the system will not work without this file.
Died at C:\Program Files\Kernel\Config\Defaults.pm line 2143
Why is the file missing?
I wonder why it would try Unix Paths on a Windows system...
--
Ralf Hildebrandt
Geschäftsbereich IT | Abteilung Netzwerk
Charité - Universitätsmedizin Berlin
Campus Benjamin Franklin
Hindenburgdamm 30 | D-12203 Berlin
Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962
ralf.hildebra...@charite.de | http://www.charite.de
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Re: [otrs] Fw: perl migration script help
Hiya, Thanks a million for your reply.. I'm still having a problem and I suspect it is to do with something else. Here is what I input into MySQL Query Browser, logged in as root to otrs: use otrs; source C:\Program Files\OTRS\OTRS\scripts\DBUpdate-to-2.4.pl; and this is what I get no matter what I type in.. You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near 'C:\Program Files\OTRS\OTRS\scripts\DBUpdate-to-2.4.pl' at line 1 I have tried a couple of variations on the code but still no luck :( Emily From: Rory rcler...@gmail.com To: User questions and discussions about OTRS. otrs@otrs.org Date: 11/09/2009 14:45 Subject: Re: [otrs] Fw: perl migration script help Sent by: otrs-boun...@otrs.org Hi, Yes, $HOME_OTRS should be the full path to the OTRS directory. On my windows machine this is C:\Program Files\OTRS\OTRS You could either use quotation marks around the entire path e.g. source C:\Program Files\OTRS\OTRS\scripts\DBUpdate-to-2.4.mysql.sql; The perl script should run just fine as you have to have a perl interpreter to run otrs in the first place. I'm not sure if it will work on Windows tho as I think the upgrade scripts were written for Linux based machines. Take it easy, Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/9/11 Emily Flynn emily.fl...@zurichbank.com Sorry, just bumping this... really need the help! Hiya, Sorry I'm doing this on an XP box just to test the upgrade process... prod box is on Windows Server 2003. I am using MySQL Query Browser to run these scripts, I log into it using root, and then I can browse to the actual SQL script to run that and that is ok... But as far as the Perl script goes, I don't know what to do with that as MySQL Query Browser won't run Perl... and I have no Perl experience so am really not sure how to go about it! On a side... below where you write source $HOME_OTRS/scripts/DBUpdate-to-2.4.mysql.sql; do you mean me to paste that directly into the browser or do I amend $HOME_OTRS to the actual path, and if so, what it the best way to write this, i.e, the 'program files' bit? Apologies for my silly questions and thanks. Emily m...@timocom.com Sent by: otrs-boun...@otrs.org 09/09/2009 17:55 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] perl migration script help Hey, just login into your mysql as 'root' and then do the following. use otrs; source $HOME_OTRS/scripts/DBUpdate-to-2.4.mysql.sql; source $HOME_OTRS/scripts/DBUpdate-to-2.4.pl; Here you´ll get some error´s just ignore them and go on with the following command. source $HOME_OTRS/scripts/DBUpdate-to-2.4-post.mysql.sql; Then you can quit from mysql and restart the services. Now just login into your OTRS System with an administrators account, go to the Admin panel and click on the sysconfig. Have fun ;) Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: m...@timocom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 Emily Flynn ---09.09.2009 18:48:07---Hello! I am trying to upgrade from 2.3.4 to 2.4.3, and I'm a bit lost on what to From: Emily Flynn emily.fl...@zurichbank.com To: otrs@otrs.org Date: 09.09.2009 18:48 Subject: [otrs] perl migration script help Sent by: otrs-boun...@otrs.org Hello! I am trying to upgrade from 2.3.4 to 2.4.3, and I'm a bit lost on what to do for running the perl migration script http://faq.otrs.org/otrs/public.pl?Action=PublicFAQSubaction=PrintCategoryID=5ItemID=351 I have MySQL Tools installed and so have used MySQL Admin to backup and restore, and MySQL Query Browser to run the first upgrade script (DBUpdate-to-2.4.mysql.sql ). I am not sure how to run the Perl migration script, can someone please give me a couple of pointers? Thanks in advance 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/
Re: [otrs] Install OTRS 2.2.5 on Windows XP machine
Hi Lev,
If you havn't updated the the config.pm to the windows path then do. I
remember having to make the same change when I was setting up the
server here.
Rory
Support my 365 Challenge in aid of the Irish Cancer Society
www.365challenge.ie
2009/9/11 Lev Davidovich l.davidov...@yahoo.co.uk:
I imported the Defaults.pm file from my Unix system.
It contains definitions of paths as follows
Line 745
$Self-{'Home'} = '/opt/otrs';
Should I change this to a Windows path. Would that be
C:\Program Files\OTRS\OTRS\
??
From: Ralf Hildebrandt ralf.hildebra...@charite.de
To: otrs@otrs.org
Sent: Friday, 11 September, 2009 16:34:56
Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine
* Lev Davidovich l.davidov...@yahoo.co.uk:
Thanks I tried that and message I get on the command line is
ERROR: /opt/otrs/RELEASE does not exist! This file is needed by central
system parts of OTRS. the system will not work without this file.
Died at C:\Program Files\Kernel\Config\Defaults.pm line 2143
Why is the file missing?
I wonder why it would try Unix Paths on a Windows system...
--
Ralf Hildebrandt
Geschäftsbereich IT | Abteilung Netzwerk
Charité - Universitätsmedizin Berlin
Campus Benjamin Franklin
Hindenburgdamm 30 | D-12203 Berlin
Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962
ralf.hildebra...@charite.de | http://www.charite.de
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Re: [otrs] Install OTRS 2.2.5 on Windows XP machine
Actually, it might be in the config.pm. Somebody else may correct me
but the setting should be in the config.pm file as the config.pm
values overwrite the default.pm values.
Rory
Support my 365 Challenge in aid of the Irish Cancer Society
www.365challenge.ie
2009/9/11 Rory rcler...@gmail.com:
Hi Lev,
If you havn't updated the the config.pm to the windows path then do. I
remember having to make the same change when I was setting up the
server here.
Rory
Support my 365 Challenge in aid of the Irish Cancer Society
www.365challenge.ie
2009/9/11 Lev Davidovich l.davidov...@yahoo.co.uk:
I imported the Defaults.pm file from my Unix system.
It contains definitions of paths as follows
Line 745
$Self-{'Home'} = '/opt/otrs';
Should I change this to a Windows path. Would that be
C:\Program Files\OTRS\OTRS\
??
From: Ralf Hildebrandt ralf.hildebra...@charite.de
To: otrs@otrs.org
Sent: Friday, 11 September, 2009 16:34:56
Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine
* Lev Davidovich l.davidov...@yahoo.co.uk:
Thanks I tried that and message I get on the command line is
ERROR: /opt/otrs/RELEASE does not exist! This file is needed by central
system parts of OTRS. the system will not work without this file.
Died at C:\Program Files\Kernel\Config\Defaults.pm line 2143
Why is the file missing?
I wonder why it would try Unix Paths on a Windows system...
--
Ralf Hildebrandt
Geschäftsbereich IT | Abteilung Netzwerk
Charité - Universitätsmedizin Berlin
Campus Benjamin Franklin
Hindenburgdamm 30 | D-12203 Berlin
Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962
ralf.hildebra...@charite.de | http://www.charite.de
-
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Re: [otrs] Install OTRS 2.2.5 on Windows XP machine
Thanks Rory what you say makes perfect sense. I'll try to change the config.pm
file on Monday and report back on progress - have a great weekend - over and
out
Lev
From: Rory rcler...@gmail.com
To: User questions and discussions about OTRS. otrs@otrs.org
Sent: Friday, 11 September, 2009 18:29:56
Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine
Actually, it might be in the config.pm. Somebody else may correct me
but the setting should be in the config.pm file as the config.pm
values overwrite the default.pm values.
Rory
Support my 365 Challenge in aid of the Irish Cancer Society
www.365challenge.ie
2009/9/11 Rory rcler...@gmail.com:
Hi Lev,
If you havn't updated the the config.pm to the windows path then do. I
remember having to make the same change when I was setting up the
server here.
Rory
Support my 365 Challenge in aid of the Irish Cancer Society
www.365challenge.ie
2009/9/11 Lev Davidovich l.davidov...@yahoo.co.uk:
I imported the Defaults.pm file from my Unix system.
It contains definitions of paths as follows
Line 745
$Self-{'Home'} = '/opt/otrs';
Should I change this to a Windows path. Would that be
C:\Program Files\OTRS\OTRS\
??
From: Ralf Hildebrandt ralf.hildebra...@charite.de
To: otrs@otrs.org
Sent: Friday, 11 September, 2009 16:34:56
Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine
* Lev Davidovich l.davidov...@yahoo.co.uk:
Thanks I tried that and message I get on the command line is
ERROR: /opt/otrs/RELEASE does not exist! This file is needed by central
system parts of OTRS. the system will not work without this file.
Died at C:\Program Files\Kernel\Config\Defaults.pm line 2143
Why is the file missing?
I wonder why it would try Unix Paths on a Windows system...
--
Ralf Hildebrandt
Geschäftsbereich IT | Abteilung Netzwerk
Charité - Universitätsmedizin Berlin
Campus Benjamin Franklin
Hindenburgdamm 30 | D-12203 Berlin
Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962
ralf.hildebra...@charite.de | http://www.charite.de
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[otrs-de] Zieladresse aus alternativem Header
Hallo, da unser Exchange beim Abholen der Mails den TO Header immer auf die Standardmailadresse des Postfachs verbiegt, transportieren wir den ursprünglichen Empfänger in einem X-Envelope-To Header. Nun möchte ich gerne in OTRS sehen, an welche Mail-Adresse eine E-Mail gesendet wurde, d.h. OTRS müsste anstatt den TO-Header den X-Envelope-To auswerten, um das gesendet an-Feld zu befüllen. Wie bekomme ich so etwas hin? Gruß Timo - 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-de] Beim Schließen eines Tickets - E-Ma il an Kunden mit Inhalt vom Agenten
Hallo Leute, Wer von euch die Englische OTRS liste mit verfolgt, weiß vielleicht das ich die Frage dort schon mal gestellt habe, jedoch bislang keine Antwort erhalten habe. Ich benötige ein Event oder eine Modul, Script, sonst etwas, welches mir E-Mails an die Kunden Sendet mit dem Inhalt des Agenten. Heißt also, ich klicke den Link Schließen an und was eigentlich nur als eine Notiz für Intern / Extern gedacht ist, soll per Mail an den Kunden gesendet werde. Ich habe mir dazu einen Benachrichtigungs Agenten (Event) erstellt der genau das machen soll. Wenn sich der Ticket Status von offen auf geschlossen ändert, soll der Kunde eine Nachricht bekommen mit dem Inhalt. Jedoch klappt dies nicht und ich benötige deswegen mal a bissel Hilfe damit ich weiterkomme. Also falls Ihr vorschläge oder sonstige Anregungen habt, einfach her damit :D Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: m...@timocom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489- 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] Beim Schließen eines Tickets - E-Ma il an Kunden mit Inhalt vom Agenten
Hi Markus. m...@timocom.com schrieb: Hallo Leute, Wer von euch die Englische OTRS liste mit verfolgt, weiß vielleicht das ich die Frage dort schon mal gestellt habe, jedoch bislang keine Antwort erhalten habe. Ich benötige ein Event oder eine Modul, Script, sonst etwas, welches mir E-Mails an die Kunden Sendet mit dem Inhalt des Agenten. Was genau ist der Inhalt eines Agenten? Agent = OTRS-Benutzer ? Heißt also, ich klicke den Link Schließen an und was eigentlich nur als eine Notiz für Intern / Extern gedacht ist, soll per Mail an den Kunden gesendet werde. Ich habe mir dazu einen Benachrichtigungs Agenten (Event) erstellt der genau das machen soll. Wenn sich der Ticket Status von offen auf geschlossen ändert, soll der Kunde eine Nachricht bekommen mit dem Inhalt. in OTRS 2.4.4 gibt es im Admin Menü den Punkt: [ Benachrichtigung (Ereignis) ] erfüllt das Deine Anforderungen? Welche OTRS version nutzt Du? Welches OS? Gruß, David - 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] Beim Schließen eines Tickets - E-Ma il an Kunden mit Inhalt vom Agenten
Hi David, Also ein Agent ist zum bsp. ein Admin bzw. der User HelpDesk Account der die Tickets bearbeitet. Das was du unter den zweiten Absatz geschrieben hast, habe ich ja bereits probiert, leider ohne erfolg. OTRS sendet keine Mails an Kunden raus. Zum Server: CentOS 5.3 Up-to-date Mysql 5 MOD_PERL Apache2 Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: m...@timocom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 From: David Heidt witsc...@kulturbeutel.org To: User questions and discussions about OTRS.org in German otrs-de@otrs.org Date: 11.09.2009 11:38 Subject:Re: [otrs-de] Beim Schließen eines Tickets - E-Mail an Kunden mit Inhalt vom Agenten Sent by:otrs-de-boun...@otrs.org Hi Markus. m...@timocom.com schrieb: Hallo Leute, Wer von euch die Englische OTRS liste mit verfolgt, weiß vielleicht das ich die Frage dort schon mal gestellt habe, jedoch bislang keine Antwort erhalten habe. Ich benötige ein Event oder eine Modul, Script, sonst etwas, welches mir E-Mails an die Kunden Sendet mit dem Inhalt des Agenten. Was genau ist der Inhalt eines Agenten? Agent = OTRS-Benutzer ? Heißt also, ich klicke den Link Schließen an und was eigentlich nur als eine Notiz für Intern / Extern gedacht ist, soll per Mail an den Kunden gesendet werde. Ich habe mir dazu einen Benachrichtigungs Agenten (Event) erstellt der genau das machen soll. Wenn sich der Ticket Status von offen auf geschlossen ändert, soll der Kunde eine Nachricht bekommen mit dem Inhalt. in OTRS 2.4.4 gibt es im Admin Menü den Punkt: [ Benachrichtigung (Ereignis) ] erfüllt das Deine Anforderungen? Welche OTRS version nutzt Du? Welches OS? Gruß, David - 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/ inline: graycol.gifinline: ecblank.gif- 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] Beim Schließen eines Tickets - E-Ma il an Kunden mit Inhalt vom Agenten
Hi Markus, auch auf die Gefahr hin, in den Fettnapf zu treten: Ich vermute jetzt mal frech, dass Du dich mit OTRS noch nicht soo gut auskennst. Benutzt Du Antworten? also die Punkte Antworten/Antworten - Queues im Admin Menü? Eine Antwort, die Du schickst, schließt das Ticket automatisch (i.d.R. erfolgreich geschlossen) und sendet dem Kunden auch gleich eine E-Mail - soweit ich Dich verstanden habe, ist es ja genau das, was Du willst, oder? Gruß, David m...@timocom.com schrieb: Hi David, Also ein Agent ist zum bsp. ein Admin bzw. der User HelpDesk Account der die Tickets bearbeitet. Das was du unter den zweiten Absatz geschrieben hast, habe ich ja bereits probiert, leider ohne erfolg. OTRS sendet keine Mails an Kunden raus. Zum Server: CentOS 5.3 Up-to-date Mysql 5 MOD_PERL Apache2 Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: m...@timocom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 Inactive hide details for David Heidt ---11.09.2009 11:38:27---Hi Markus. m...@timocom.com schrieb:David Heidt ---11.09.2009 11:38:27---Hi Markus. m...@timocom.com schrieb: From: David Heidt witsc...@kulturbeutel.org To: User questions and discussions about OTRS.org in German otrs-de@otrs.org Date: 11.09.2009 11:38 Subject: Re: [otrs-de] Beim Schließen eines Tickets - E-Mail an Kunden mit Inhalt vom Agenten Sent by: otrs-de-boun...@otrs.org Hi Markus. m...@timocom.com schrieb: Hallo Leute, Wer von euch die Englische OTRS liste mit verfolgt, weiß vielleicht das ich die Frage dort schon mal gestellt habe, jedoch bislang keine Antwort erhalten habe. Ich benötige ein Event oder eine Modul, Script, sonst etwas, welches mir E-Mails an die Kunden Sendet mit dem Inhalt des Agenten. Was genau ist der Inhalt eines Agenten? Agent = OTRS-Benutzer ? Heißt also, ich klicke den Link Schließen an und was eigentlich nur als eine Notiz für Intern / Extern gedacht ist, soll per Mail an den Kunden gesendet werde. Ich habe mir dazu einen Benachrichtigungs Agenten (Event) erstellt der genau das machen soll. Wenn sich der Ticket Status von offen auf geschlossen ändert, soll der Kunde eine Nachricht bekommen mit dem Inhalt. in OTRS 2.4.4 gibt es im Admin Menü den Punkt: [ Benachrichtigung (Ereignis) ] erfüllt das Deine Anforderungen? Welche OTRS version nutzt Du? Welches OS? Gruß, David - 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! http://www.otrs.com/de/support/enterprise-subscription/
Re: [otrs-de] Beim Schließen eines Tickets - E-Ma il an Kunden mit Inhalt vom Agenten
Hi David, Habe natürlich Antworten den Queues zugewiesen und diese laufen auch. Jedoch möchte ich die Funktion haben, wie beim OTRS 2.3.4, das der Kunde über den Status auf dem laufendem gehalten wird und das kann man dann ja eingrenzen auf ein paar Ereignisse. Jedoch klappt dies genau nicht. Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: m...@timocom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 From: David Heidt witsc...@kulturbeutel.org To: User questions and discussions about OTRS.org in German otrs-de@otrs.org Date: 11.09.2009 11:57 Subject:Re: [otrs-de] Beim Schließen eines Tickets - E-Mail an Kunden mit Inhalt vom Agenten Sent by:otrs-de-boun...@otrs.org Hi Markus, auch auf die Gefahr hin, in den Fettnapf zu treten: Ich vermute jetzt mal frech, dass Du dich mit OTRS noch nicht soo gut auskennst. Benutzt Du Antworten? also die Punkte Antworten/Antworten - Queues im Admin Menü? Eine Antwort, die Du schickst, schließt das Ticket automatisch (i.d.R. erfolgreich geschlossen) und sendet dem Kunden auch gleich eine E-Mail - soweit ich Dich verstanden habe, ist es ja genau das, was Du willst, oder? Gruß, David m...@timocom.com schrieb: Hi David, Also ein Agent ist zum bsp. ein Admin bzw. der User HelpDesk Account der die Tickets bearbeitet. Das was du unter den zweiten Absatz geschrieben hast, habe ich ja bereits probiert, leider ohne erfolg. OTRS sendet keine Mails an Kunden raus. Zum Server: CentOS 5.3 Up-to-date Mysql 5 MOD_PERL Apache2 Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: m...@timocom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 Inactive hide details for David Heidt ---11.09.2009 11:38:27---Hi Markus. m...@timocom.com schrieb:David Heidt ---11.09.2009 11:38:27---Hi Markus. m...@timocom.com schrieb: From: David Heidt witsc...@kulturbeutel.org To: User questions and discussions about OTRS.org in German otrs-de@otrs.org Date: 11.09.2009 11:38 Subject: Re: [otrs-de] Beim Schließen eines Tickets - E-Mail an Kunden mit Inhalt vom Agenten Sent by: otrs-de-boun...@otrs.org Hi Markus. m...@timocom.com schrieb: Hallo Leute, Wer von euch die Englische OTRS liste mit verfolgt, weiß vielleicht das ich die Frage dort schon mal gestellt habe, jedoch bislang keine Antwort erhalten habe. Ich benötige ein Event oder eine Modul, Script, sonst etwas, welches mir E-Mails an die Kunden Sendet mit dem Inhalt des Agenten. Was genau ist der Inhalt eines Agenten? Agent = OTRS-Benutzer ? Heißt also, ich klicke den Link Schließen an und was eigentlich nur als eine Notiz für Intern / Extern gedacht ist, soll per Mail an den Kunden gesendet werde. Ich habe mir dazu einen Benachrichtigungs Agenten (Event) erstellt der genau das machen soll. Wenn sich der Ticket Status von offen auf geschlossen ändert, soll der Kunde eine Nachricht bekommen mit dem Inhalt. in OTRS 2.4.4 gibt es im Admin Menü den Punkt: [ Benachrichtigung (Ereignis) ] erfüllt das Deine Anforderungen? Welche OTRS version nutzt Du? Welches OS? Gruß, David - 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] Beim Schließen eines Tickets - E-Ma il an Kunden mit Inhalt vom Agenten
m...@timocom.com schrieb: Hi David, Also ein Agent ist zum bsp. ein Admin bzw. der User HelpDesk Account der die Tickets bearbeitet. Das was du unter den zweiten Absatz geschrieben hast, habe ich ja bereits probiert, leider ohne erfolg. OTRS sendet keine Mails an Kunden raus. Du hast aber schon Antworten und Autoantworten mit den Variablen erstellt? cu/2 - 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] Beim Schließen eines Tickets - E-Ma il an Kunden mit Inhalt vom Agenten
m...@timocom.com schrieb: Habe natürlich Antworten den Queues zugewiesen und diese laufen auch. Jedoch möchte ich die Funktion haben, wie beim OTRS 2.3.4, das der Kunde über den Status auf dem laufendem gehalten wird und das kann man dann ja eingrenzen auf ein paar Ereignisse. Jedoch klappt dies genau nicht. Du meinst die Funktion / Benachrichtigung - Ticket von %AGENT% übernommen - Ticketstatus durch %AGENT% von in Bearbeitung in auf Antwort warten geändert ? cu/2 - 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] Beim Schließen eines Tickets - E-Ma il an Kunden mit Inhalt vom Agenten
Hi Markus, m...@timocom.com schrieb: Hi David, Habe natürlich Antworten den Queues zugewiesen und diese laufen auch. Jedoch möchte ich die Funktion haben, wie beim OTRS 2.3.4, das der Kunde über den Status auf dem laufendem gehalten wird und das kann man dann ja eingrenzen auf ein paar Ereignisse. Jedoch klappt dies genau nicht. Ich bin selbst gerade in der Umstellungsphase auf 2.4.4. Ich habe zwar ein 2.4.4 laufen, jedoch ohne Mailsystem. Ich kann Dir an diesem Punkt also leider nicht mehr weiterhelfen, sorry. Wenn Du es lösen kannst, wäre ich Dir dankbar, wenn Du es hier kurz postest Gruß, David - 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] Beim Schließen eines Tickets - E-Ma il an Kunden mit Inhalt vom Agenten
Hallo Matthias, Ja, habe Antworten (die Rechts als Link angezeigt werden zum anklicken) und Autoantworten das z.b. wenn nen Ticket rein kommt der Kunde eine Nachricht bekommt mit Ticket Nr. usw. Darum geht es mir aber auch nicht. Ich möchte schon das eine Nachricht an einen Kunden gesendet wird, wenn ein Agent das Ticket bearbeitet / geschlossen hat, mit dem Inhalt der vom Agenten in den Body eingetragen wurde. Habe ein Testsystem mit 2.4.3 gehabt, da war es mir möglich mit Benachrichtigung (Ereignis) dies zu ermöglichen, seid ich nun das Produktiv System jedoch auf 2.4.4 habe, klappt genau diese Funktion nicht mehr. Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: m...@timocom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 From: Matthias Borrack mailingli...@sinath.de To: User questions and discussions about OTRS.org in German otrs-de@otrs.org Date: 11.09.2009 12:03 Subject:Re: [otrs-de] Beim Schließen eines Tickets - E-Mail an Kunden mit Inhalt vom Agenten Sent by:otrs-de-boun...@otrs.org m...@timocom.com schrieb: Hi David, Also ein Agent ist zum bsp. ein Admin bzw. der User HelpDesk Account der die Tickets bearbeitet. Das was du unter den zweiten Absatz geschrieben hast, habe ich ja bereits probiert, leider ohne erfolg. OTRS sendet keine Mails an Kunden raus. Du hast aber schon Antworten und Autoantworten mit den Variablen erstellt? cu/2 - 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/ inline: graycol.gifinline: ecblank.gif- 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] Beim Schließen eines Tickets - E-Ma il an Kunden mit Inhalt vom Agenten
m...@timocom.com schrieb: Ja, habe Antworten (die Rechts als Link angezeigt werden zum anklicken) und Autoantworten das z.b. wenn nen Ticket rein kommt der Kunde eine Nachricht bekommt mit Ticket Nr. usw. ... Habe ein Testsystem mit 2.4.3 gehabt, da war es mir möglich mit Benachrichtigung (Ereignis) dies zu ermöglichen, seid ich nun das Produktiv System jedoch auf 2.4.4 habe, klappt genau diese Funktion nicht mehr. Hm, stimmt. Ich habe gerade mal nachgestellt. Der reagiert gar nicht. cu/2 - 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] Beim Schließen eines Tickets - E-Ma il an Kunden mit Inhalt vom Agenten
Sollte man dies nun als Bug in Bugzilla Publik machen? Weil nervig ist es schon, dass der Chef es nun haben will weil es ja mit 2.4.3 lief aber mit dem umstieg auf 2.4.4 es nicht mehr möglich ist. Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: m...@timocom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 From: Matthias Borrack mailingli...@sinath.de To: User questions and discussions about OTRS.org in German otrs-de@otrs.org Date: 11.09.2009 13:05 Subject:Re: [otrs-de] Beim Schließen eines Tickets - E-Mail an Kunden mit Inhalt vom Agenten Sent by:otrs-de-boun...@otrs.org m...@timocom.com schrieb: Ja, habe Antworten (die Rechts als Link angezeigt werden zum anklicken) und Autoantworten das z.b. wenn nen Ticket rein kommt der Kunde eine Nachricht bekommt mit Ticket Nr. usw. ... Habe ein Testsystem mit 2.4.3 gehabt, da war es mir möglich mit Benachrichtigung (Ereignis) dies zu ermöglichen, seid ich nun das Produktiv System jedoch auf 2.4.4 habe, klappt genau diese Funktion nicht mehr. Hm, stimmt. Ich habe gerade mal nachgestellt. Der reagiert gar nicht. cu/2 - 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/ inline: graycol.gifinline: ecblank.gif- 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] Beim Schließen eines Tickets - E-Ma il an Kunden mit Inhalt vom Agenten
m...@timocom.com schrieb: Sollte man dies nun als Bug in Bugzilla Publik machen? Weil nervig ist es schon, dass der Chef es nun haben will weil es ja mit 2.4.3 lief aber mit dem umstieg auf 2.4.4 es nicht mehr möglich ist. Willst Du ein Bug in einem Feature melden, das nicht in der Dokumentation zu finden ist? In den Dokus steht nur Benachrichtigung aber nicht Benachrichtigung (Ereignis). cu/2 - 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] Beim Schließen eines Tickets - E-Ma il an Kunden mit Inhalt vom Agenten
Also laut dem Adminmanual auf www.otr.org Seite 18 sieht das wie folgt aus. Zitat: (English / Deutsch) ' Configurable event based notifications • Until now, a very inflexible notification could be sent to an agents and customers, for example Agent: New Ticket or Customer: Status Change. In order to make the notification system more flexible, a complete overhaul was performed on the messaging mechanism. The new system allows messaging to agents, customers, or a dedicated email address, based on the event taking place. 7 Chapter 2. OTRS - Open Ticket Request System With this, it is now possible to just inform the customer when the ticket has been closed. Or, for example, when a VIP customer creates a ticket, a message can be sent to a specific address. Events (i.e. TicketCreate, TicketStateUpdate, TicketPriorityUpdate, ArticleCreate), and all known message variables (i.e. OTRS_TICKET_TicketNumber OTRS_TICKET_Priority), are freely selectable for creating triggered messages via the web interface. ' ' Event-basierte Benachrichtigungen • Um eine höhere Flexibilität für E-Mail-Benachrichtigungen zu erreichen, wurde ein komplett neuer Benachrichtigungs-Mechanismus implementiert. Dieser ermöglicht es, event-basierte Benachrichtigungen an Agenten, Kunden oder dedizierte Email-Adressen zu versenden. Somit ist es einfach möglich, nur beim Schließen eines Tickets eine E-Mail-Benachrichtigung an den Kunden eines Tickets zu senden. Oder z. B. beim Erstellen von VIP Tickets für einen bestimmten Kundenkreis mit sehr hoher Priorität, eine bestimmte E-Mail-Adresse (z. B. ein Bereitschaftshandy) zu benachrichtigen. Die dabei jeweils zu berücksichtigenden Events (z. B. Erstellung neuer Tickets, Ticketstatus-Update, Queue-Update, Erstellung neuer Artikel, usw.) und Inhalt der Benachrichtigungen (inkl. OTRS-Platzhalter) sind frei über ein Web-Interface konfigurierbar. ' Also es ist wohl Dokumentiert ;) Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: m...@timocom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 From: Matthias Borrack mailingli...@sinath.de To: User questions and discussions about OTRS.org in German otrs-de@otrs.org Date: 11.09.2009 13:30 Subject:Re: [otrs-de] Beim Schließen eines Tickets - E-Mail an Kunden mit Inhalt vom Agenten Sent by:otrs-de-boun...@otrs.org m...@timocom.com schrieb: Sollte man dies nun als Bug in Bugzilla Publik machen? Weil nervig ist es schon, dass der Chef es nun haben will weil es ja mit 2.4.3 lief aber mit dem umstieg auf 2.4.4 es nicht mehr möglich ist. Willst Du ein Bug in einem Feature melden, das nicht in der Dokumentation zu finden ist? In den Dokus steht nur Benachrichtigung aber nicht Benachrichtigung (Ereignis). cu/2 - 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/ inline: graycol.gifinline: ecblank.gif- 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] Beim Schließen eines Tickets - E-Mail an Kunden mit Inhalt vom Agenten
m...@timocom.com schrieb: Also laut dem Adminmanual auf www.otr.org Seite 18 sieht das wie folgt aus. Zitat: (English / Deutsch) ... Also es ist wohl Dokumentiert ;) Mit Dokumentiert meinte ich eigentlich, dass nicht dokumentiert ist, wie es eingerichtet werden soll etc. Die Featurelist beinhaltet es, ja. Es gab auch schon mal einen Discurs: http://groups.google.de/group/otrs_archive/browse_thread/thread/b03e9be37ff5c80e Ebenso Blogeinträge wie dieser: http://blog.kuhn-kt.de/?p=251 Aber egal was ich hier ausprobieren, es geht keine Notification raus. Also bei StautsUpdate und *geschlossen. cu/2 - 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] Beim Schließen eines Tickets - E-Ma il an Kunden mit Inhalt vom Agenten
Sieht bei mir genau so aus. Lästig nur das es unter 2.4.2 / 2.4.3 klappt. Ich schau mal, vielleicht schreibe ich die OTRS macher direkt an und frag mal an, wie es da aussieht. Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: m...@timocom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 From: Matthias Borrack mailingli...@sinath.de To: User questions and discussions about OTRS.org in German otrs-de@otrs.org Date: 11.09.2009 14:27 Subject:Re: [otrs-de] Beim Schließen eines Tickets - E-Mail an Kunden mit Inhalt vom Agenten Sent by:otrs-de-boun...@otrs.org m...@timocom.com schrieb: Also laut dem Adminmanual auf www.otr.org Seite 18 sieht das wie folgt aus. Zitat: (English / Deutsch) ... Also es ist wohl Dokumentiert ;) Mit Dokumentiert meinte ich eigentlich, dass nicht dokumentiert ist, wie es eingerichtet werden soll etc. Die Featurelist beinhaltet es, ja. Es gab auch schon mal einen Discurs: http://groups.google.de/group/otrs_archive/browse_thread/thread/b03e9be37ff5c80e Ebenso Blogeinträge wie dieser: http://blog.kuhn-kt.de/?p=251 Aber egal was ich hier ausprobieren, es geht keine Notification raus. Also bei StautsUpdate und *geschlossen. cu/2 - 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/ inline: graycol.gifinline: ecblank.gif- 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] Beim Schließen eines Tickets - E-Ma il an Kunden mit Inhalt vom Agenten
2009/9/11 m...@timocom.com: möchte ich die Funktion haben, wie beim OTRS 2.3.4, Also, da ist das problem. Was du tuen willst, ist ganz einfach mit 2.4.x Schau dir mal die Event Based Notification an. Admin, [ Notification (Event) ] -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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-de] Konfiguration des Moduls Config Items
Hallo Zusammen, bevor ich Euch zu Anfang mit Fragen langweile: Kann mir jemand eine gute Quelle für die Konfiguration des Moduls Config Items nennen? Vielleicht kann ich mir auch selbst helfen. Über Antwort und/oder weitergehende Hilfe würde ich mich trotzdem sehr freuen. Ich habe Schwierigkeiten a) Eine neue Klasse zu verwenden. Der General Katalogue zeigt sie, in der Klassenliste der CI Übersicht steht sie nicht b) Mein CI bzw. csv - Export funktioniert zwar aber der Import into OTRS bringt kein Ergebnis, keine neuen CIs. Ich finde auch keinen Hinweis in der Online-Doku zu import-Logs oder Fehlern. Ich weis also nicht wo ich auf Linuxsseite reinschauen muss. Vielen Dank und Gruß, Christoph __ GRATIS für alle WEB.DE-Nutzer: Die maxdome Movie-FLAT! Jetzt freischalten unter http://movieflat.web.de - 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] Beim Schließen eines Tickets - E-Ma il an Kunden mit Inhalt vom Agenten
Hi Alan, Vielleicht solltest du mal die gesamte Unterhaltung anschauen, dort hat nämlich Matthias auch bestätigt, das zumindest in der Version 2.4.4, die Event Based Notification nicht einwandfrei funktionieren, bzw. überhaupt nicht weil keine Mails versendet werden. Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: m...@timocom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 From: Alan McKay alan.mc...@gmail.com To: User questions and discussions about OTRS.org in German otrs-de@otrs.org Date: 11.09.2009 14:41 Subject:Re: [otrs-de] Beim Schließen eines Tickets - E-Mail an Kunden mit Inhalt vom Agenten Sent by:otrs-de-boun...@otrs.org 2009/9/11 m...@timocom.com: möchte ich die Funktion haben, wie beim OTRS 2.3.4, Also, da ist das problem. Was du tuen willst, ist ganz einfach mit 2.4.x Schau dir mal die Event Based Notification an. Admin, [ Notification (Event) ] -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of In Defense of Food - 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/ inline: graycol.gifinline: ecblank.gif- 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] Beim Schließen eines Tickets - E- Mail an Kunden mit Inhalt vom Agenten
Alan McKay schrieb: 2009/9/11 m...@timocom.com: möchte ich die Funktion haben, wie beim OTRS 2.3.4, Also, da ist das problem. Was du tuen willst, ist ganz einfach mit 2.4.x Schau dir mal die Event Based Notification an. Admin, [ Notification (Event) ] Das funktioniert mit der 2.4.4 nach meiner Erkenntnis derzeit nur mit TicketCreate. cu/2 - 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] Beim Schließen eines Tickets - E-Ma il an Kunden mit Inhalt vom Agenten
Ich will es ja auch nicht. Hatte auch genug spaß mit der anpassung der DB weil etwas schief gelaufe ist. Würde daher auch eher auf ein Upgrade warten und es zur Zeit mit Manuellen E-Mail Antworten abfertigen als das System downgraden. Wobei es sich um das gleiche Framework handelt, da sollte ein einfaches drüber bügeln der 2.4.3 schon ausreichen. ... Hmmm . ich denke ich Probiere das mal auf meinem Testsystem aus. Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: m...@timocom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 From: Matthias Borrack mailingli...@sinath.de To: User questions and discussions about OTRS.org in German otrs-de@otrs.org Date: 11.09.2009 16:04 Subject:Re: [otrs-de] Beim Schließen eines Tickets - E-Mail an Kunden mit Inhalt vom Agenten Sent by:otrs-de-boun...@otrs.org m...@timocom.com schrieb: Wird das nicht über die AutoAntworten gehandhabt? Nicht einmal über die Benachrichtigungen? Oder habt Ihr da Events erstellt für TicketCreate? Bei mir läuft das nämlich wie gesagt über AutoAntworten die den Queues zugewiesen sind. Ja, normaler Weise. Aber es hat mich so gefuchst, dass ich alle AutoAntworten deaktiviert habe und die EventBasedNotification durchprobiert habe. Nur bei TicketCreate kommt eine Benachrichtigung wie erwünscht, ob mit oder ohne aktivierten AutoAntworten. Da wir von 2.2.x auf 2.4.4 gesprungen sind und es schon genügend manuelle Nachbesserungen gab, hab ich aber jetzt wenig Interesse, ein Downgrade auf 2.4.3 zu machen. Naja, und das Loggingverhalten von 2.4.x ist auch nicht gerade berauschend ... cu/2 - 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/ inline: graycol.gifinline: ecblank.gif- 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/
