Re: [otrs] Setting up a role hierarchy in OTRS
Hi Michiel, Thanks, I did just that, raised a feature request Regards, Sunjay * This message contains information that may be privileged or confidential and is the property of the Capgemini Group. It is intended only for the person to whom it is addressed. If you are not the intended recipient, you are not authorized to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message. - 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] otrs-fetching mails from mail server
Hi Rory
Thanks a lot for your help.my otrs is now working fine .now i can able to
fetch mail for every 1 minute.
thanks a lot man.
On Thu, Sep 17, 2009 at 7:29 PM, otrs-requ...@otrs.org wrote:
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Today's Topics:
1. Re: otrs-fetching mails from mail server (Rory)
2. Re: survey module (Walter R. Moore)
3. Setting up a role hierarchy in OTRS (Kaul, Sunjay)
4. Re: Install OTRS 2.2.5 on Windows XP machine (Lev Davidovich)
--
Message: 1
Date: Thu, 17 Sep 2009 13:41:39 +0100
From: Rory rcler...@gmail.com
Subject: Re: [otrs] otrs-fetching mails from mail server
To: User questions and discussions about OTRS. otrs@otrs.org
Message-ID:
78a1e3790909170541s1548d8f9t6fde9100d6dde...@mail.gmail.com
Content-Type: text/plain; charset=ISO-8859-1
Hi Karthick,
The documentation you are looking at is at
http://doc.otrs.org/2.4/en/html/x531.html#cronjobs
There are 2 directories for you to consider;
1) /opt/otrs/var/cron
2) /opt/otrs/bin/
In directory 1 there is a list of files ending in .dist. These files
contain details for scheduling different functions of the otrs system.
If you have configured your e-mail through the PostMaster Mail Account
menu in the otrs web interface (not throught the config files) you
will be interested in the postmaster_mailbox.dist file.
This file will be used to add a crontab entry for the
PostMasterMailbox.pl perl script which gets your mail and puts it into
your database.
You need to change the filename postmaster_mailbox.dist to
postmaster_mailbox
This will cause the the postmaster_mailbox settings to be included in
your crontab later.
Open the postmaster_mailbox file for editing.
Look for the line;
*/10 * * * *$HOME/bin/PostMasterMailbox.pl /dev/null
This is the standard syntax for a crontab entry. Change the 10 to a
1. This will tell the system you want to execute the script
mentioned every 1 minute (instead of every 10). If you want to do
something different then look up how to write a crontab entry for more
instructions.
Save and close the file.
You have now prepared what you want to be added to crontab.
The next step will over write your current crontab so it would be best
to list the contents (crontab -l) and back them up.
Change to your otrs user if you are not already that user (usually
just otrs), su - otrs
Once you are the otrs user change to directory 2, /opt/otrs/bin/
Now execute the command;
./Cron.sh start
This will add the details from the file in directory 1 to your
crontab. Check your crontab to make sure what you want to be there is
actually there (crontab -l)
If your entry for the PostMasterMailbox.pl is there then your job is
scheduled and will run every minute.
Test it by sending a mail to the otrs account you created.
I hope that works for you,
Rory
Support my 365 Challenge in aid of the Irish Cancer Society
www.365challenge.ie
2009/9/17 Karthick B bkarthic...@gmail.com:
HI Rory
Am working in RHEL 5.3 and otrs also installed on the same machine
--
Message: 2
Date: Thu, 17 Sep 2009 09:13:47 -0400
From: Walter R. Moore moor...@eckerd.edu
Subject: Re: [otrs] survey module
To: User questions and discussions about OTRS. otrs@otrs.org
Message-ID: 4ab2360b.6010...@eckerd.edu
Content-Type: text/plain; charset=iso-8859-1
Yes, I've got the surveys set as Master.. they just never trigger... the
system is not getting as far as trying to send them.
Two follow-ups..
Does my $Self-{'Ticket::EventModulePost'}-{'99-SurveySendRequest'}
look like yours?
What logging happens when a survey is sent? I have no log entries, good
or bad, about surveys, which leads me to conclude the trigger itself is
not working.
Aquiles Cohen wrote:
$Self-{'Survey::NotificationBody'} = Estimado Usuario,
Gracias por utilizar nuestros servicios. Ayudenos a mejorar
nuestra atenci?n y nuestros servicios.
Por favor atienda la siguiente encuesta para el Sistema de Gesti?n
Integrado de la Universidad.
OTRS_CONFIG_HttpType://OTRS_CONFIG_FQDN/OTRS_CONFIG_ScriptAlias
public.pl?Action=PublicSurveyPublicSurveyKey=OTRS_PublicSurveyKey
Gracias por su ayuda!
Proceso de Gestion de TIC
;
$Self-{'Survey::NotificationSubject'} = 'Ayudenos a mejorar nuestros
servicios!';
$Self-{'Survey::NotificationSender'} = 'qual...@midominio.edu.co'
mailto:'qual...@midominio.edu.co';
Re: [otrs] Install OTRS 2.2.5 on Windows XP machine
Thank you Nathan - I appreciate your input - sometimes a late intervention can
be the most decisive one! ;-)
You have raised an issue that I must admit I had not considered until now.
Thinking about it, the only possible reason would be because our live version
runs on Apache (on a Linux platform). However, all we really want to do is have
a backup of our tickets on the Windows (or, as I have now realised, a Mac OS)
machine and if that can be achieved with IIS rather than Apache I would
certainly look into it.
In your opinion, how easy would it be to set up OTRS on a Windows machine which
would then be able to import the database dumped from our live version 2.2.5
running on Apache/Linux?
Many thanks again
From: Nathan Campbell n.campb...@dalsym.com
To: User questions and discussions about OTRS. otrs@otrs.org
Sent: Thursday, 17 September, 2009 22:31:27
Subject: Re: [otrs] Install OTRS 2..2.5 on Windows XP machine
I’m kind of coming into the conversation a bit late in the game, but if you are
running on XP, is there any particular reason to be married to Apache? You
could try IIS and see how that works.
If you need some documentation to setup OTRS on Windows (I am run two instances
of OTRS on W2K3 / MSSQL 2005 / IIS6) let me know.
Nathan Campbell
Dallas Symphony Orchestra
From:otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Lev
Davidovich
Sent: Thursday, September 17, 2009 4:27 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine
Hi Michiel I have tried what you suggested but I am getting errors starting up
Apache when I replace the files in the otrs/otrs directory with the 2.2.5 files
of the same directory. As I explained in my most recent email I am unable to
restart Apache 2.2 whenever I replace any of these directories:
Kernel\System
Kernel\Modules
Kernel\ cpan-lib
I thought it might be easier with if I downloaded 2.3 (the earliest windows
installer) rather than the latest version but the same problem cropped up.
Is there any way of finding out which files I need to change within these
directories in order to be able to restart Apache after replacing the otrs\otrs
contents?
A more general question I have is - would it be easier to install on a Unix
machine (or a Windows machine running VMWare)? And would the same apply to a
Mac OS machine (which is a platform with IT support in our workplace)?
Thanks
From:Michiel Beijen m...@otrs.org
To: User questions and discussions about OTRS. otrs@otrs.org
Sent: Wednesday, 9 September, 2009 11:12:31
Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine
Lev,
Yes, there are no longer windows INSTALLERS of 2.2 otrs available,
because of issues with one of the bundled components.
On the download servers you can download every source version back to 0.5 beta!
[http://ftp.otrs.org/pub/otrs/]
What you could do is download the latest version of the Windows
installer of OTRS, drop the mysql database, and load your backup
database from live, clean the /otrs/otrs directory and unzip the 2.2
version you would like to use there.
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';
this because your copy system will not be sending escalations out for
tickets that are long closed on live ;-)
(available since otrs 2.2.6)
and you should probably also look into how OTRS fetches mails from the
server on your live system. If you use pop or imap as defined in the
Admin web user interface, you might want to edit crontab to NOT run
PostMasterMailbox.pl
Regards,
MIchiel
On Wed, Sep 9, 2009 at 11:59 AM, Lev Davidovichl.davidov...@yahoo.co.uk wrote:
Thanks Michael. I am inclined to go down the VMWare route that both you and
Rory and others suggest but I am not having much luck convincing the
decision makers here!
The consensus seems to be that it is OK as a long term project but that in
the short term what we need is a quick database dump followed by import into
a copy of OTRS running on Windows.
Just to be clear about what you are saying -
are you saying it is no longer possible to download versions of OTRS
earlier than 2.3 x and install them on Windows? Or is it only AUTOMATIC
installers that it is no longer possible to download?
Where can I find an automatic installer for version 2.3 x?
I could still download version 2.2..5 from ftp://ftp.otrs.org/pub/otrs/ and
install it manually (using the instructions that Afshar Mohebbi has posted )
- is that correct?
Thank you
From: Michiel Beijen m...@otrs.org
To: User questions and discussions about OTRS. otrs@otrs.org
Sent: Wednesday, 9 September, 2009 10:36:46
Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine
Hi Lev,
Due to licensing issues there are no longer
Re: [otrs] otrs-fetching mails from mail server
Glad I could help. Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie - 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] Agent Stats
I'm trying to enable Stats::UseAgentElementInStats but the item is greyed out, and doesn't allow me to change it. Is this being set in another file, so you can't override it in the DB? - 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] Agent Stats
It's crippled by a setting in Kernel\Config\Files\Framework.xml I understand why this setting is NO by default, but is it necessary to cripple it so that admins can't change the config? From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Glossop, Andrew Sent: 18 September 2009 11:37 To: otrs@otrs.org Subject: [otrs] Agent Stats I'm trying to enable Stats::UseAgentElementInStats but the item is greyed out, and doesn't allow me to change it. Is this being set in another file, so you can't override it in the DB? - 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] FOOTER2 edit
Hello, I'm trying to find in the Standard theme where the following item is... and I can't and I want to edit it!!! Anyone know where I can find it...? !-- start CI layout -- /td /tr tr td class=footerFOOTER/td td class=footerFOOTER2/td /tr /table !-- end CI layout -- It's not in Footer.dtl, or footersmall.dtl, or customerfooter.dtl or any other obvious ones.. it's the only thing I haven't been able to locate! Thanks Emily- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Agent Stats
Hi Andrew, It's not crippled, but you need to change two things: * Check the box on the left side of the option * Change the value to Yes You see, it's not at all impossible to do ;-) -- Michiel On Fri, Sep 18, 2009 at 1:01 PM, Glossop, Andrew andrew.glos...@cooperindustries.com wrote: It’s crippled by a setting in Kernel\Config\Files\Framework.xml I understand why this setting is NO by default, but is it necessary to cripple it so that admins can’t change the config? -- *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of *Glossop, Andrew *Sent:* 18 September 2009 11:37 *To:* otrs@otrs.org *Subject:* [otrs] Agent Stats I’m trying to enable Stats::UseAgentElementInStats but the item is greyed out, and doesn’t allow me to change it. Is this being set in another file, so you can’t override it in the DB? - 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] FOOTER2 edit
Emily, Just use the grep command on Linux, and you will see: mich...@rainbows:/ws/otrs/Kernel$ grep -r FOOTER * Output/HTML/Standard/CustomerFooter.dtl:td class=footerFOOTER/td Output/HTML/Standard/CustomerFooter.dtl:td class=footerFOOTER2/td alternatively, if you use Windows, you can use a text editor like Notepad++ which has a 'search in files' option that can come in handy. [ http://notepad-plus.sourceforge.net/uk/site.htm] -- Michiel On Fri, Sep 18, 2009 at 1:02 PM, Emily Flynn emily.fl...@zurichbank.comwrote: Hello, I'm trying to find in the Standard theme where the following item is... and I can't and I want to edit it!!! Anyone know where I can find it...? *!-- start CI layout -- /td /tr tr td class=footerFOOTER/td * *td class=footerFOOTER2/td** /tr /table !-- end CI layout --* It's not in Footer.dtl, or footersmall.dtl, or customerfooter.dtl or any other obvious ones.. it's the only thing I haven't been able to locate! Thanks Emily - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Email Issues - OTRS - Google Mail
Hi Ramsey, Actually this is not at all difficult. You can change the mail settings via otrs/index.pl?Action=AdminMailAccount If pop3s is not available as an option, please run bin/otrs.checkModules from the command line and install needed options. If you use SMTPS for outgoing mail, you can change the configuration via SysConfig Framework Core::Sendmail. Make sure you specify port 465 for Google Mail, otherwise you won't be able to connect. -- Michiel On Fri, Sep 18, 2009 at 12:05 AM, Ramsey Allison ralli...@xcp.org wrote: Hello, I am using OTRS on a linux box. We recently changed on company mail to google and now am unable to send/receive mail to OTRS. I can view the mail in my google account but it is not making it to OTRS. Where in the otrs directory can I view the mail host name? Is there a setting to select SSL? PostMaster Mail Account Settings: Type:pop3s Username:x...@techsupport.org username%3a...@techsupport.org Password: Host:pop.gmail.com Trusted:yes Dispatching:Dispatching by specific Queue Queue:Support Valid:valid *Incoming Mail (POP3) Server - requires SSL:* pop.gmail.com *Use SSL*: Yes *Port*: 995 *Outgoing Mail (SMTP) Server - requires TLS:* smtp.gmail.com(use authentication) *Use Authentication*: Yes *Use STARTTLS*: Yes (some clients call this SSL) *Port*: 465 or 587 -- Ramsey Allison - 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] Agent Stats
Without editing the file manually, the setting is greyed out so you can't check the box. I've edited framework.xml and I can now change the setting. From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Michiel Beijen Sent: 18 September 2009 12:36 To: User questions and discussions about OTRS. Subject: Re: [otrs] Agent Stats Hi Andrew, It's not crippled, but you need to change two things: * Check the box on the left side of the option * Change the value to Yes You see, it's not at all impossible to do ;-) -- Michiel On Fri, Sep 18, 2009 at 1:01 PM, Glossop, Andrew andrew.glos...@cooperindustries.com wrote: It's crippled by a setting in Kernel\Config\Files\Framework.xml I understand why this setting is NO by default, but is it necessary to cripple it so that admins can't change the config? From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Glossop, Andrew Sent: 18 September 2009 11:37 To: otrs@otrs.org Subject: [otrs] Agent Stats I'm trying to enable Stats::UseAgentElementInStats but the item is greyed out, and doesn't allow me to change it. Is this being set in another file, so you can't override it in the DB? - 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] Agent Stats
What browser are you using? On Fri, Sep 18, 2009 at 1:56 PM, Glossop, Andrew andrew.glos...@cooperindustries.com wrote: Without editing the file manually, the setting is greyed out so you can’t check the box. I’ve edited framework.xml and I can now change the setting. -- *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of *Michiel Beijen *Sent:* 18 September 2009 12:36 *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] Agent Stats Hi Andrew, It's not crippled, but you need to change two things: * Check the box on the left side of the option * Change the value to Yes You see, it's not at all impossible to do ;-) -- Michiel On Fri, Sep 18, 2009 at 1:01 PM, Glossop, Andrew andrew.glos...@cooperindustries.com wrote: It’s crippled by a setting in Kernel\Config\Files\Framework.xml I understand why this setting is NO by default, but is it necessary to cripple it so that admins can’t change the config? -- *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of *Glossop, Andrew *Sent:* 18 September 2009 11:37 *To:* otrs@otrs.org *Subject:* [otrs] Agent Stats I’m trying to enable Stats::UseAgentElementInStats but the item is greyed out, and doesn’t allow me to change it. Is this being set in another file, so you can’t override it in the DB? - 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] Agent Stats
FF 3.5.3 From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Michiel Beijen Sent: 18 September 2009 13:04 To: User questions and discussions about OTRS. Subject: Re: [otrs] Agent Stats What browser are you using? On Fri, Sep 18, 2009 at 1:56 PM, Glossop, Andrew andrew.glos...@cooperindustries.com wrote: Without editing the file manually, the setting is greyed out so you can't check the box. I've edited framework.xml and I can now change the setting. From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Michiel Beijen Sent: 18 September 2009 12:36 To: User questions and discussions about OTRS. Subject: Re: [otrs] Agent Stats Hi Andrew, It's not crippled, but you need to change two things: * Check the box on the left side of the option * Change the value to Yes You see, it's not at all impossible to do ;-) -- Michiel On Fri, Sep 18, 2009 at 1:01 PM, Glossop, Andrew andrew.glos...@cooperindustries.com wrote: It's crippled by a setting in Kernel\Config\Files\Framework.xml I understand why this setting is NO by default, but is it necessary to cripple it so that admins can't change the config? From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Glossop, Andrew Sent: 18 September 2009 11:37 To: otrs@otrs.org Subject: [otrs] Agent Stats I'm trying to enable Stats::UseAgentElementInStats but the item is greyed out, and doesn't allow me to change it. Is this being set in another file, so you can't override it in the DB? - 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] FOOTER2 edit
Thanks Michiel... I must have looked in CustomerFooter.dtl about 10 times I don't know how I missed it before.??! Thanks again : ) From: Michiel Beijen m...@otrs.org To: User questions and discussions about OTRS. otrs@otrs.org Date: 18/09/2009 12:41 Subject: Re: [otrs] FOOTER2 edit Sent by: otrs-boun...@otrs.org Emily, Just use the grep command on Linux, and you will see: mich...@rainbows:/ws/otrs/Kernel$ grep -r FOOTER * Output/HTML/Standard/CustomerFooter.dtl:td class=footerFOOTER/td Output/HTML/Standard/CustomerFooter.dtl:td class=footerFOOTER2/td alternatively, if you use Windows, you can use a text editor like Notepad++ which has a 'search in files' option that can come in handy. [ http://notepad-plus.sourceforge.net/uk/site.htm] -- Michiel On Fri, Sep 18, 2009 at 1:02 PM, Emily Flynn emily.fl...@zurichbank.com wrote: Hello, I'm trying to find in the Standard theme where the following item is... and I can't and I want to edit it!!! Anyone know where I can find it...? !-- start CI layout -- /td /tr tr td class=footerFOOTER/td td class=footerFOOTER2/td /tr /table !-- end CI layout -- It's not in Footer.dtl, or footersmall.dtl, or customerfooter.dtl or any other obvious ones.. it's the only thing I haven't been able to locate! Thanks Emily - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Statistics for OTRS survey module
Hello The same case is also open in the german mailinglist. Which are the statistics opportunities for the survey modul? I need a statistic over a survey for a defined period of time, for example for a week or a month. At the default view only the result of all sent responses over the surveys are shown in a graphical manner and in the statistics modul, there is also no possibility to generate my desired statistic. Can someone help me to solve my question? Kind regards. Georg _ Gestalte Dein persönliches Mini-Anzeigebild für den Messenger oder wähle in der Promi-Gallerie Roger, Paris, Britney etc. http://minimizeme.msn.com/de-ch/- 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
It might be better to say that OTRS setup on Windows with MSSQL / IIS isn’t
difficult – “easy” would be too generous. There are some extra steps that you
must perform to get it up and running but it isn’t too bad.
However, seeing what it is that you want to do, what about this configuration:
Windows XP
OTRS | MySQL IIS6
The reasons I would opt for MySQL in this case: cost, easier integration as a
backup solution, consistency with live environment.
If you went with MSSQL on the Windows box, then you would have to deal with
restoring MySQL database into MSSQL and who needs that hassle?
Once you have your Windows OTRS working, your failure-over process should be a
snap. Granted, I am not a MySQL person; but I would expect that your process
could be to take automatic backups of your live database and save them to a
file share or some other location not on the live server. Could take the backup
every 15 minutes, hour, whatever is best for your needs. If a failure occurs,
simply take the backup and restore it to the Windows MySQL instance and you’ll
be all set. It’s all about the database – once it’s all setup, you shouldn’t
have to deal with modifying anything on the web server side when restoring a
backup.
Nathan Campbell
Dallas Symphony Orchestra
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Lev
Davidovich
Sent: Friday, September 18, 2009 3:27 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine
Thank you Nathan - I appreciate your input - sometimes a late intervention can
be the most decisive one! ;-)
You have raised an issue that I must admit I had not considered until now..
Thinking about it, the only possible reason would be because our live version
runs on Apache (on a Linux platform). However, all we really want to do is have
a backup of our tickets on the Windows (or, as I have now realised, a Mac OS)
machine and if that can be achieved with IIS rather than Apache I would
certainly look into it.
In your opinion, how easy would it be to set up OTRS on a Windows machine which
would then be able to import the database dumped from our live version 2..2.5
running on Apache/Linux?
Many thanks again
_
From: Nathan Campbell n.campb...@dalsym.com
To: User questions and discussions about OTRS. otrs@otrs.org
Sent: Thursday, 17 September, 2009 22:31:27
Subject: Re: [otrs] Install OTRS 2.2..5 on Windows XP machine
I’m kind of coming into the conversation a bit late in the game, but if you are
running on XP, is there any particular reason to be married to Apache? You
could try IIS and see how that works.
If you need some documentation to setup OTRS on Windows (I am run two instances
of OTRS on W2K3 / MSSQL 2005 / IIS6) let me know.
Nathan Campbell
Dallas Symphony Orchestra
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Lev
Davidovich
Sent: Thursday, September 17, 2009 4:27 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine
Hi Michiel I have tried what you suggested but I am getting errors starting up
Apache when I replace the files in the otrs/otrs directory with the 2.2.5 files
of the same directory. As I explained in my most recent email I am unable to
restart Apache 2.2 whenever I replace any of these directories:
Kernel\System
Kernel\Modules
Kernel\ cpan-lib
I thought it might be easier with if I downloaded 2.3 (the earliest windows
installer) rather than the latest version but the same problem cropped up.
Is there any way of finding out which files I need to change within these
directories in order to be able to restart Apache after replacing the otrs\otrs
contents?
A more general question I have is - would it be easier to install on a Unix
machine (or a Windows machine running VMWare)? And would the same apply to a
Mac OS machine (which is a platform with IT support in our workplace)?
Thanks
_
From: Michiel Beijen m...@otrs.org
To: User questions and discussions about OTRS. otrs@otrs.org
Sent: Wednesday, 9 September, 2009 11:12:31
Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine
Lev,
Yes, there are no longer windows INSTALLERS of 2.2 otrs available,
because of issues with one of the bundled components.
On the download servers you can download every source version back to 0.5 beta!
[http://ftp.otrs.org/pub/otrs/ http://ftp.otrs..org/pub/otrs/ ]
What you could do is download the latest version of the Windows
installer of OTRS, drop the mysql database, and load your backup
database from live, clean the /otrs/otrs directory and unzip the 2.2
version you would like to use there.
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';
this because your copy system will not be sending escalations out for
[otrs] under sysconfig the Download Settings: part doesn't showed up
Hi! I have installed OTRS (v2.4.4) on Linux, and under sysconfig the Download Settings: part doesn't showed up ! :( On Windows install (v2.4.4) it shows up ! Why can this be ??? Ps: I want to backup the settings and the databases (it works with mysql dump), since I can't access to the server via command line, no more ... Thanks Krisz - 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, I'd agree with Nathan that the windows implementation on IIS6 isn't difficult, (and not easy either!) but at the same time you're close to completing the OTRS/MYSQL/Apache configuration. The only real trouble you're having is switchin gto the older version. Again, the reasoning behind the suggestions I made before was; 1. You'd have a similar test system compared to your live system. The only difference being OS 2. You'd have a platform from which you can test upgrade procedures 3. You'd have a platform you can backup your database to where you will not have to modify the database backup. If you were to implement on IIS6 you would lose the first 2 points above. Nathan's suggestion is a good one and if it suits your needs then it an option for you. It would require a rethink of how to go about it but don't let that put you off. Getting back to the problem at hand. I think it would be worth a try to download the 2.2.5 tar.gz file from the ftp server and extract that to your OTRS directory (the tar files don't contain the apache, perl, cron or mysql installers. Its just the OTRS application). Once that's in place try to bring up your apache web server. If it works then copy over your config.pm file and see if you can start the webserver again. Take it easy, Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/9/18 Nathan Campbell n.campb...@dalsym.com: It might be better to say that OTRS setup on Windows with MSSQL / IIS isn’t difficult – “easy” would be too generous. There are some extra steps that you must perform to get it up and running but it isn’t too bad. However, seeing what it is that you want to do, what about this configuration: Windows XP OTRS | MySQL IIS6 The reasons I would opt for MySQL in this case: cost, easier integration as a backup solution, consistency with live environment. If you went with MSSQL on the Windows box, then you would have to deal with restoring MySQL database into MSSQL and who needs that hassle? Once you have your Windows OTRS working, your failure-over process should be a snap. Granted, I am not a MySQL person; but I would expect that your process could be to take automatic backups of your live database and save them to a file share or some other location not on the live server. Could take the backup every 15 minutes, hour, whatever is best for your needs. If a failure occurs, simply take the backup and restore it to the Windows MySQL instance and you’ll be all set. It’s all about the database – once it’s all setup, you shouldn’t have to deal with modifying anything on the web server side when restoring a backup. Nathan Campbell Dallas Symphony Orchestra From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Lev Davidovich Sent: Friday, September 18, 2009 3:27 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine Thank you Nathan - I appreciate your input - sometimes a late intervention can be the most decisive one! ;-) You have raised an issue that I must admit I had not considered until now.. Thinking about it, the only possible reason would be because our live version runs on Apache (on a Linux platform). However, all we really want to do is have a backup of our tickets on the Windows (or, as I have now realised, a Mac OS) machine and if that can be achieved with IIS rather than Apache I would certainly look into it. In your opinion, how easy would it be to set up OTRS on a Windows machine which would then be able to import the database dumped from our live version 2..2.5 running on Apache/Linux? Many thanks again From: Nathan Campbell n.campb...@dalsym.com To: User questions and discussions about OTRS. otrs@otrs.org Sent: Thursday, 17 September, 2009 22:31:27 Subject: Re: [otrs] Install OTRS 2.2..5 on Windows XP machine I’m kind of coming into the conversation a bit late in the game, but if you are running on XP, is there any particular reason to be married to Apache? You could try IIS and see how that works. If you need some documentation to setup OTRS on Windows (I am run two instances of OTRS on W2K3 / MSSQL 2005 / IIS6) let me know. Nathan Campbell Dallas Symphony Orchestra From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Lev Davidovich Sent: Thursday, September 17, 2009 4:27 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine Hi Michiel I have tried what you suggested but I am getting errors starting up Apache when I replace the files in the otrs/otrs directory with the 2.2.5 files of the same directory. As I explained in my most recent email I am unable to restart Apache 2.2 whenever I replace any of these directories: Kernel\System Kernel\Modules Kernel\ cpan-lib I thought it might be easier with if I downloaded
[otrs] Troubles setting up OTRS agent group and queues to work the way I want it to...
Hey everyone, I setup OTRS in our environment about a year and a half ago and have been administrating it since. It worked real good for what we have been using it for. Which we only had 1 group of agents and then a group the all the Employees to be automatically added to. However now there is another department that wants to be added to OTRS as agents with their own separate queues. This is how I want it to be setup, can you please help me with this? As follows: ACE Employees is the group for all customers. I have 2 separate roles and queues for the 2 different departments IS and IT. We have 3 IT queues and 7 IS queues that want customers to be able to see all 10 queues. I want only IT agent users to see the tickets in the IT queues, and only the IS agent users to be able to see the tickets in IS queues. I want agents to be able to move tickets to the other groups queues if they feel the ticket was submitted to the wrong place. I think that pretty much covers it. If someone could give me some insight on this I would be so appreciative! Thanks!! Isaac Weissenberger Network Operations Specialist Ace Communications Group 507.896.6236 phone 507.429.9367 cellular iweissenber...@acecomgroup.commailto:iweissenber...@acecomgroup.com www.acegroup.cchttp://www.acegroup.cc - 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] Troubles setting up OTRS agent group and queues to work the way I want it to...
Hi Isaac, I've worked with a similar setup before and this is what I did (Ascii art version :); For Queues I used the following model, (Permissions in brackets) Role 1 |__Group 1 (rw) |...|__Queue 1 |...|__Queue 2 |__Group 2 (rw) |_Queue 3 Role 2 |__Group 1 (r) |...|__Queue 1 |...|__Queue 2 |__Group 3 (rw) |__Queue 4 |__Queue 5 For Users I used the following model Role 1 |__User 1 |__User 2 |__User 3 Role 2 |__User 2 |__User 4 |__User 5 |__User 6 So to explain that lovely diagram; The Roles I mention in both the Queue and the User model are the same entity i.e. User 1 and Group 1 are assigned to the same Role. Any User in Role 1 has access to any Group in Role 1 and hence any Queue in Role 1 (depending on the rights you give Role 1 over the Group) You cannot apply a Role to a Queue so you must apply it to a Group. You must apply a Group to a Queue. In this way you apply a Role to a Queue. You can apply more than one Role to a Group which means you can have one Role with Full access and another Role with read only access. Using my example above, Users 1 and 3 have Read/Write access to Queues 1, 2 and 3. Users 4, 5 and 6 have Read access to Queues 1 and 2 but have also Read/Write access to Queues 4 and 5. User 2 has Read/Write access to all Queues. When you apply a Role to a User there is only 1 box to tick. When you remove the User from the Role, only one box to un-tick. I found this model the easiest to administrate for and it also allowed me to create a Role under special circumstances when needed that gave access to only the Queues I wanted it to. You should group your Queues by department as this is usually the clearest breakdown i.e. If a person can see one IS Queue its usually ok for them to see all IS Queues. Administrating Roles can get a bit messy if you don't name them clearly. It can be difficult to tell whats a Group and what's a Role. To get over this I prefix all Roles with r_ Some example of roles would be; r_finance r_IT r_IS r_managers r_reports I also do the same with groups; g_finance g_IT This way everything stays clear and organised making it less like you'll make a mistake that could take hours to correct. I hope that's the kind of thing you're looking for. Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/9/18 Isaac Weissenberger iweissenber...@acecomgroup.com: Hey everyone, I setup OTRS in our environment about a year and a half ago and have been administrating it since. It worked real good for what we have been using it for. Which we only had 1 group of agents and then a group the all the Employees to be automatically added to. However now there is another department that wants to be added to OTRS as agents with their own separate queues. This is how I want it to be setup, can you please help me with this? As follows: “ACE Employees” is the group for all customers. I have 2 separate roles and queues for the 2 different departments “IS” and “IT”. We have 3 “IT” queues and 7 “IS” queues that want customers to be able to see all 10 queues. I want only IT agent users to see the tickets in the IT queues, and only the IS agent users to be able to see the tickets in IS queues. I want agents to be able to move tickets to the other groups queues if they feel the ticket was submitted to the wrong place. I think that pretty much covers it. If someone could give me some insight on this I would be so appreciative! Thanks!! Isaac Weissenberger Network Operations Specialist Ace Communications Group 507.896.6236 phone 507.429.9367 cellular iweissenber...@acecomgroup.com www.acegroup.cc - 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 and Company buttons
Hello, I was wondering if there is a way to remove the Customer and Company buttons at the upper navigation bar? I am using OTRS 2.2.4, and we don't really need these two buttons, but I haven't been able to figure out how to remove them. Thank you very much in advance. Best Regards, Martin Mortensen - 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] Troubles setting up OTRS agent group and queues to work the way I want it to...
Thank you for your help Rory, I haven't had a chance as of yet to try this setup but it looks good. The only thing I am confused about is where the customer users group fits into this scenario? That was a problem I was having, if I assigned a queue to a different group other that the ACE Employees default user group, no one could see the queues in the customer interface. What do I do about that? Thank you! -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Rory Sent: Friday, September 18, 2009 12:32 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Troubles setting up OTRS agent group and queues to work the way I want it to... Hi Isaac, I've worked with a similar setup before and this is what I did (Ascii art version :); For Queues I used the following model, (Permissions in brackets) Role 1 |__Group 1 (rw) |...|__Queue 1 |...|__Queue 2 |__Group 2 (rw) |_Queue 3 Role 2 |__Group 1 (r) |...|__Queue 1 |...|__Queue 2 |__Group 3 (rw) |__Queue 4 |__Queue 5 For Users I used the following model Role 1 |__User 1 |__User 2 |__User 3 Role 2 |__User 2 |__User 4 |__User 5 |__User 6 So to explain that lovely diagram; The Roles I mention in both the Queue and the User model are the same entity i.e. User 1 and Group 1 are assigned to the same Role. Any User in Role 1 has access to any Group in Role 1 and hence any Queue in Role 1 (depending on the rights you give Role 1 over the Group) You cannot apply a Role to a Queue so you must apply it to a Group. You must apply a Group to a Queue. In this way you apply a Role to a Queue. You can apply more than one Role to a Group which means you can have one Role with Full access and another Role with read only access. Using my example above, Users 1 and 3 have Read/Write access to Queues 1, 2 and 3. Users 4, 5 and 6 have Read access to Queues 1 and 2 but have also Read/Write access to Queues 4 and 5. User 2 has Read/Write access to all Queues. When you apply a Role to a User there is only 1 box to tick. When you remove the User from the Role, only one box to un-tick. I found this model the easiest to administrate for and it also allowed me to create a Role under special circumstances when needed that gave access to only the Queues I wanted it to. You should group your Queues by department as this is usually the clearest breakdown i.e. If a person can see one IS Queue its usually ok for them to see all IS Queues. Administrating Roles can get a bit messy if you don't name them clearly. It can be difficult to tell whats a Group and what's a Role. To get over this I prefix all Roles with r_ Some example of roles would be; r_finance r_IT r_IS r_managers r_reports I also do the same with groups; g_finance g_IT This way everything stays clear and organised making it less like you'll make a mistake that could take hours to correct. I hope that's the kind of thing you're looking for. Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/9/18 Isaac Weissenberger iweissenber...@acecomgroup.com: Hey everyone, I setup OTRS in our environment about a year and a half ago and have been administrating it since. It worked real good for what we have been using it for. Which we only had 1 group of agents and then a group the all the Employees to be automatically added to. However now there is another department that wants to be added to OTRS as agents with their own separate queues. This is how I want it to be setup, can you please help me with this? As follows: ACE Employees is the group for all customers. I have 2 separate roles and queues for the 2 different departments IS and IT. We have 3 IT queues and 7 IS queues that want customers to be able to see all 10 queues. I want only IT agent users to see the tickets in the IT queues, and only the IS agent users to be able to see the tickets in IS queues. I want agents to be able to move tickets to the other groups queues if they feel the ticket was submitted to the wrong place. I think that pretty much covers it. If someone could give me some insight on this I would be so appreciative! Thanks!! Isaac Weissenberger Network Operations Specialist Ace Communications Group 507.896.6236 phone 507.429.9367 cellular iweissenber...@acecomgroup.com www.acegroup.cc - 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
