[otrs] Rceive mail in OTRS

[Денис Кирин]

Hi all.


Can I setup OTRS to receive mail in... for registered customers only? 
not for all...
can OTRS interact with Sendmail/Postfix servers... to provide some 
information for it?



Best regards
Denis Kirin
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Re: [otrs] New to OTRS

[Peter Beckman]

On Tue, 27 Oct 2009, Jason Dupuy wrote:


Hey Peter,

Thanks for the tips.
I actually got it to work exactly like the process flow you described
below.
I was getting hung up on the notifications sent to the technician's
email.  I wanted all notifications assigned to the technicians to go to
their Outlook email accounts so they wouldn't have to stay logged in to
OTRS all the time.

...and I have it set that all replies go out from the help.desk email
account, and all replies get sent to the help.desk account.

I had some help from some members in the OTRS list...
Thank you all!


 I suspect there _IS_ a way for tech's to reply via email, but it is a lot
 more involved than a simple install of OTRS.  While others may have done
 so, I'm not sure how to do it, and if you are OK pushing techies to log
 into OTRS, I think that is the simplest and best way to go.

---
Peter Beckman  Internet Guy
beck...@angryox.com http://www.angryox.com/
---
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Re: [otrs] New to OTRS

[Jason Dupuy]

Hey Peter,

Thanks for the tips.
I actually got it to work exactly like the process flow you described
below.
I was getting hung up on the notifications sent to the technician's
email.  I wanted all notifications assigned to the technicians to go to
their Outlook email accounts so they wouldn't have to stay logged in to
OTRS all the time.

...and I have it set that all replies go out from the help.desk email
account, and all replies get sent to the help.desk account.

I had some help from some members in the OTRS list...
Thank you all!

-Jason
 

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Peter Beckman
Sent: Tuesday, October 27, 2009 8:41 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] New to OTRS

On Tue, 27 Oct 2009, Jason Dupuy wrote:

> Still working on the specifics but I'm stumbling on the email
settings.
> I'm just about ready to go into production, but confused about the 
> email settings.

  Why are you sending out emails with the technicians email address?  If
  people email help.d...@xxx.com, you should reply from
help.d...@xxx.com.
  As long as the client replies with the ticket number in tact (which
they
  mostly do), you can have the ticket locked to the technician who last
  responded.

  The technician should NOT reply to the client from their own email
client,
  if you want OTRS involved in everything.  The reason: the replies are
sent
  directly to the customer from the email client, and not stored in
OTRS,
  thus minimizing the value of OTRS: keeping a record of all
communication
  with the customer.

  Process flow:

 1. Customer emails help.d...@xxx.com
 2. OTRS pulls it in
 3. Technicians LOG INTO OTRS ON THE WEB after getting email
notifications to their individual accounts
 4. If the ticket is locked to them or is a reply, it will be in the
"Requiring Response" section of the Dashboard.  If not, it will
be
in the "new ticket" section
 5. They click on it, read it, then compose (click empty message by
default) IN OTRS a reply.  This reply will go out as
"From: help.d...@xxx.com"
 6. Customer replies go to help.d...@xxx.com
 7. OTRS will store a copy, as well as lock the ticket (by default 3
days I think) to the responder.  If the customer responds in
that
time, the ticket is locked to that tech.  If after 3 days, any
tech
can pick up the ticket and respond, as well as see the entire
history of that ticket, regardless of who responded.


> Am I making sense at all?

  No. :-)


---
Peter Beckman  Internet
Guy
beck...@angryox.com
http://www.angryox.com/

---
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Re: [otrs] New to OTRS

[Peter Beckman]

On Tue, 27 Oct 2009, Jason Dupuy wrote:


Still working on the specifics but I'm stumbling on the email settings.
I'm just about ready to go into production, but confused about the email
settings.


 Why are you sending out emails with the technicians email address?  If
 people email help.d...@xxx.com, you should reply from help.d...@xxx.com.
 As long as the client replies with the ticket number in tact (which they
 mostly do), you can have the ticket locked to the technician who last
 responded.

 The technician should NOT reply to the client from their own email client,
 if you want OTRS involved in everything.  The reason: the replies are sent
 directly to the customer from the email client, and not stored in OTRS,
 thus minimizing the value of OTRS: keeping a record of all communication
 with the customer.

 Process flow:

1. Customer emails help.d...@xxx.com
2. OTRS pulls it in
3. Technicians LOG INTO OTRS ON THE WEB after getting email
   notifications to their individual accounts
4. If the ticket is locked to them or is a reply, it will be in the
   "Requiring Response" section of the Dashboard.  If not, it will be
   in the "new ticket" section
5. They click on it, read it, then compose (click empty message by
   default) IN OTRS a reply.  This reply will go out as
   "From: help.d...@xxx.com"
6. Customer replies go to help.d...@xxx.com
7. OTRS will store a copy, as well as lock the ticket (by default 3
   days I think) to the responder.  If the customer responds in that
   time, the ticket is locked to that tech.  If after 3 days, any tech
   can pick up the ticket and respond, as well as see the entire
   history of that ticket, regardless of who responded.



Am I making sense at all?


 No. :-)

---
Peter Beckman  Internet Guy
beck...@angryox.com http://www.angryox.com/

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[otrs] Dashboard: can't select filters for "Locked Tickets" or "My Queues", only "All"

[Chris Kurtz]

OTRS 2.4.4, Centos 5.3, Apache 2. Behavior seen in Firefox on Linux and
Mac, and Safari on the Mac.

On the dashboard, I'm "locked" on displaying "All" for both New and Open
tickets. The "Locked Tickets" and the "My queues" links do nothing.

Any thoughts?

...Chris

--
Chris Kurtz, c...@mars.asu.edu
Systems Manager
Mars Space Flight Facility
Arizona State University
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[otrs] Error "Can't call method "address" on an undefined value at Email.pm line 669"

[Gustavo Montes]

Hi Everyone,

I have OTRS configured in such a way that it will dispatch all incoming
emails to the selected queue, let's call it queue1. Well, for my testing I
used to send emails to the OTRS mail account and click "Run Now!" to
dispatch the emails and create the tickets in the OTRS system. Now, I
changed the work flow and created a new queue (let's call it queue2). Now
incoming emails will be dispatched to this new queue2 so I changed the
setting to do so. The problem is that it stopped working. I send the emails
and when I click "Run Now!" on that account it gives the following error:

*Software error:
Can't call method "address" on an undefined value at
d:/PROGRA~1/OTRS/OTRS//Kernel/System/Email.pm line 669*

That only happens when I send incoming emails to the new queue. If changed
the OTRS mail account to dispatch incoming emails to the original queue
(queue1) it works just fine.

Any ideas???

Thanks!
Gustavo
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Re: [otrs] New to OTRS

[Leonardo Certuche]

Most of the thing's I've done with OTRS have been with the help of someone
else, not strictly by myself.

Please go to /otrs/index.pl?Action=AdminLog and paste the log entries
related to this issue here, that way we can better help you ;)

Leonardo Certuche

On Tue, Oct 27, 2009 at 3:59 PM, Jason Dupuy <
it.mana...@globalproductsinc.com> wrote:

>  Leonardo…. I’m just pissed off with myself… certainly not angry with
> anyone on these lists…
>
> I just can’t believe I can’t figure this out myself!!
>
>
>
> :>
>
>
>
>
>
> Jason Dupuy
>
> IT Manager
>
> *Global Products Inc.*
>
> *Earth City, MO 63045*
>
> *636-939-1622 Phone*
>
> *636-939-1623 Fax*
>
>
>
> *Confidentiality note:*  This document and any attachments are
> confidential and may be protected by legal privilege. If you are not the
> intended recipient, be aware that any disclosure, copying, distribution or
> use of this document or any attachment is prohibited. If you have received
> this document in error, please notify us immediately by returning it to the
> sender and destroying any copy.
>
>
>
> *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of
> *Leonardo Certuche
> *Sent:* Tuesday, October 27, 2009 3:57 PM
> *To:* User questions and discussions about OTRS.
> *Subject:* Re: [otrs] New to OTRS
>
>
>
> chillout, there are plenty of people who has configured OTRS with external
> e-mails, they're willing to help but if you pissed off, they won't ;)
>
> please send us your logs so we can understand what's going on
>
> greetings,
>
> Leonardo Certuche
>
>  On Tue, Oct 27, 2009 at 3:18 PM, Jason Dupuy <
> it.mana...@globalproductsinc.com> wrote:
>
> I’m getting soo pissed off…
>
>
>
> Is there anyone who can help me out.
>
> The basic question is how can I get external emails into OTRS??
>
>
>
> Anyone?
>
>
>
> Jason Dupuy
>
> IT Manager
>
> *Global Products Inc.*
>
> *Earth City, MO 63045*
>
> *636-939-1622 Phone*
>
> *636-939-1623 Fax*
>
>
>
> *Confidentiality note:*  This document and any attachments are
> confidential and may be protected by legal privilege. If you are not the
> intended recipient, be aware that any disclosure, copying, distribution or
> use of this document or any attachment is prohibited. If you have received
> this document in error, please notify us immediately by returning it to the
> sender and destroying any copy.
>
>
>
> *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of
> *Jason Dupuy
> *Sent:* Tuesday, October 27, 2009 1:40 PM
> *To:* otrs@otrs.org
> *Subject:* [otrs] New to OTRS
>
>
>
> Still working on the specifics but I’m stumbling on the email settings.
> I’m just about ready to go into production, but confused about the email
> settings.
>
>
>
> Specifics:
>
> OTRS 2.4.5
>
> Installed FAQ package
>
> Installed Time package
>
> Using SMTP settings.
>
> Using POP3 postmaster mail account setting to pull our old
> help.d...@xxx.com emails into the system.
>
>
>
> I have 3 users (helpdesk technicians) with their own email addresses.
>
> They get notifications of tickets as expected.
>
>
>
> If someone sends a problem to the help.d...@xxx.com email account, the
> OTRS fetches it, pulls it in… we respond…. The email goes out, with the
> technicians email account… but now, when the person who originated the issue
> responds, it goes to the technicians email account… which is not fetched.
>
>
>
> Other than using the postmaster mail account, is there any way to get
> external emails into the OTRS?
>
>
>
> Am I making sense at all?
>
>
>
>
>
> Jason Dupuy
>
> IT Manager
>
> *Global Products Inc.*
>
> *Earth City, MO 63045*
>
> *636-939-1622 Phone*
>
> *636-939-1623 Fax*
>
>
>
> *Mission:* To increase the store traffic, identity and corporate brand
> loyalty for our customers through our design, manufacture and distribution
> of custom and licensed products.
>
>
>
> *Vision:* To be the leading procurement organization in promotional
> products and gift novelties worldwide.
>
>
>
> *Confidentiality note:*  This document and any attachments are
> confidential and may be protected by legal privilege. If you are not the
> intended recipient, be aware that any disclosure, copying, distribution or
> use of this document or any attachment is prohibited. If you have received
> this document in error, please notify us immediately by returning it to the
> sender and destroying any copy.
>
>
>
>
> -
> 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!
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>
>
>
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> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

Re: [otrs] New to OTRS

[Jason Dupuy]

Leonardo I'm just pissed off with myself... certainly not angry with
anyone on these lists...

I just can't believe I can't figure this out myself!!

 

:>

 

 

Jason Dupuy

IT Manager

Global Products Inc.

Earth City, MO 63045

636-939-1622 Phone

636-939-1623 Fax

 

Confidentiality note:  This document and any attachments are
confidential and may be protected by legal privilege. If you are not the
intended recipient, be aware that any disclosure, copying, distribution
or use of this document or any attachment is prohibited. If you have
received this document in error, please notify us immediately by
returning it to the sender and destroying any copy.

 

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Leonardo Certuche
Sent: Tuesday, October 27, 2009 3:57 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] New to OTRS

 

chillout, there are plenty of people who has configured OTRS with
external e-mails, they're willing to help but if you pissed off, they
won't ;)

please send us your logs so we can understand what's going on

greetings, 

Leonardo Certuche



On Tue, Oct 27, 2009 at 3:18 PM, Jason Dupuy
 wrote:

I'm getting soo pissed off...

 

Is there anyone who can help me out.

The basic question is how can I get external emails into OTRS??

 

Anyone?

 

Jason Dupuy

IT Manager

Global Products Inc.

Earth City, MO 63045

636-939-1622 Phone

636-939-1623 Fax

 

Confidentiality note:  This document and any attachments are
confidential and may be protected by legal privilege. If you are not the
intended recipient, be aware that any disclosure, copying, distribution
or use of this document or any attachment is prohibited. If you have
received this document in error, please notify us immediately by
returning it to the sender and destroying any copy.

 

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Jason Dupuy
Sent: Tuesday, October 27, 2009 1:40 PM
To: otrs@otrs.org
Subject: [otrs] New to OTRS

 

Still working on the specifics but I'm stumbling on the email settings.
I'm just about ready to go into production, but confused about the email
settings.

 

Specifics:

OTRS 2.4.5

Installed FAQ package

Installed Time package

Using SMTP settings.

Using POP3 postmaster mail account setting to pull our old
help.d...@xxx.com emails into the system.

 

I have 3 users (helpdesk technicians) with their own email addresses.

They get notifications of tickets as expected.

 

If someone sends a problem to the help.d...@xxx.com email account, the
OTRS fetches it, pulls it in... we respond The email goes out, with
the technicians email account... but now, when the person who originated
the issue responds, it goes to the technicians email account... which is
not fetched.

 

Other than using the postmaster mail account, is there any way to get
external emails into the OTRS?

 

Am I making sense at all?

 

 

Jason Dupuy

IT Manager

Global Products Inc.

Earth City, MO 63045

636-939-1622 Phone

636-939-1623 Fax

 

Mission: To increase the store traffic, identity and corporate brand
loyalty for our customers through our design, manufacture and
distribution of custom and licensed products.

 

Vision: To be the leading procurement organization in promotional
products and gift novelties worldwide.

 

Confidentiality note:  This document and any attachments are
confidential and may be protected by legal privilege. If you are not the
intended recipient, be aware that any disclosure, copying, distribution
or use of this document or any attachment is prohibited. If you have
received this document in error, please notify us immediately by
returning it to the sender and destroying any copy.

 


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Re: [otrs] New to OTRS

[Leonardo Certuche]

chillout, there are plenty of people who has configured OTRS with external
e-mails, they're willing to help but if you pissed off, they won't ;)

please send us your logs so we can understand what's going on

greetings,

Leonardo Certuche


On Tue, Oct 27, 2009 at 3:18 PM, Jason Dupuy <
it.mana...@globalproductsinc.com> wrote:

>  I’m getting soo pissed off…
>
>
>
> Is there anyone who can help me out.
>
> The basic question is how can I get external emails into OTRS??
>
>
>
> Anyone?
>
>
>
> Jason Dupuy
>
> IT Manager
>
> *Global Products Inc.*
>
> *Earth City, MO 63045*
>
> *636-939-1622 Phone*
>
> *636-939-1623 Fax*
>
>
>
> *Confidentiality note:*  This document and any attachments are
> confidential and may be protected by legal privilege. If you are not the
> intended recipient, be aware that any disclosure, copying, distribution or
> use of this document or any attachment is prohibited. If you have received
> this document in error, please notify us immediately by returning it to the
> sender and destroying any copy.
>
>
>
> *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of
> *Jason Dupuy
> *Sent:* Tuesday, October 27, 2009 1:40 PM
> *To:* otrs@otrs.org
> *Subject:* [otrs] New to OTRS
>
>
>
> Still working on the specifics but I’m stumbling on the email settings.
> I’m just about ready to go into production, but confused about the email
> settings.
>
>
>
> Specifics:
>
> OTRS 2.4.5
>
> Installed FAQ package
>
> Installed Time package
>
> Using SMTP settings.
>
> Using POP3 postmaster mail account setting to pull our old
> help.d...@xxx.com emails into the system.
>
>
>
> I have 3 users (helpdesk technicians) with their own email addresses.
>
> They get notifications of tickets as expected.
>
>
>
> If someone sends a problem to the help.d...@xxx.com email account, the
> OTRS fetches it, pulls it in… we respond…. The email goes out, with the
> technicians email account… but now, when the person who originated the issue
> responds, it goes to the technicians email account… which is not fetched.
>
>
>
> Other than using the postmaster mail account, is there any way to get
> external emails into the OTRS?
>
>
>
> Am I making sense at all?
>
>
>
>
>
> Jason Dupuy
>
> IT Manager
>
> *Global Products Inc.*
>
> *Earth City, MO 63045*
>
> *636-939-1622 Phone*
>
> *636-939-1623 Fax*
>
>
>
> *Mission:* To increase the store traffic, identity and corporate brand
> loyalty for our customers through our design, manufacture and distribution
> of custom and licensed products.
>
>
>
> *Vision:* To be the leading procurement organization in promotional
> products and gift novelties worldwide.
>
>
>
> *Confidentiality note:*  This document and any attachments are
> confidential and may be protected by legal privilege. If you are not the
> intended recipient, be aware that any disclosure, copying, distribution or
> use of this document or any attachment is prohibited. If you have received
> this document in error, please notify us immediately by returning it to the
> sender and destroying any copy.
>
>
>
> -
> 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/
>
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Re: [otrs] New to OTRS

[Jason Dupuy]

I'm getting soo pissed off...

 

Is there anyone who can help me out.

The basic question is how can I get external emails into OTRS??

 

Anyone?

 

Jason Dupuy

IT Manager

Global Products Inc.

Earth City, MO 63045

636-939-1622 Phone

636-939-1623 Fax

 

Confidentiality note:  This document and any attachments are
confidential and may be protected by legal privilege. If you are not the
intended recipient, be aware that any disclosure, copying, distribution
or use of this document or any attachment is prohibited. If you have
received this document in error, please notify us immediately by
returning it to the sender and destroying any copy.

 

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Jason Dupuy
Sent: Tuesday, October 27, 2009 1:40 PM
To: otrs@otrs.org
Subject: [otrs] New to OTRS

 

Still working on the specifics but I'm stumbling on the email settings.
I'm just about ready to go into production, but confused about the email
settings.

 

Specifics:

OTRS 2.4.5

Installed FAQ package

Installed Time package

Using SMTP settings.

Using POP3 postmaster mail account setting to pull our old
help.d...@xxx.com emails into the system.

 

I have 3 users (helpdesk technicians) with their own email addresses.

They get notifications of tickets as expected.

 

If someone sends a problem to the help.d...@xxx.com email account, the
OTRS fetches it, pulls it in... we respond The email goes out, with
the technicians email account... but now, when the person who originated
the issue responds, it goes to the technicians email account... which is
not fetched.

 

Other than using the postmaster mail account, is there any way to get
external emails into the OTRS?

 

Am I making sense at all?

 

 

Jason Dupuy

IT Manager

Global Products Inc.

Earth City, MO 63045

636-939-1622 Phone

636-939-1623 Fax

 

Mission: To increase the store traffic, identity and corporate brand
loyalty for our customers through our design, manufacture and
distribution of custom and licensed products.

 

Vision: To be the leading procurement organization in promotional
products and gift novelties worldwide.

 

Confidentiality note:  This document and any attachments are
confidential and may be protected by legal privilege. If you are not the
intended recipient, be aware that any disclosure, copying, distribution
or use of this document or any attachment is prohibited. If you have
received this document in error, please notify us immediately by
returning it to the sender and destroying any copy.

 

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[otrs] pgsql 8.4 and reply-to

[Mariano Mara]

Actually they are two different questions:

1- Has anyone got OTRS running with Postgres 8.4? I have it with 8.3 and
it's working great but there are these new windowing functions in pgsql
8.4 that would help me a lot to build some reports and I kinda would
like to upgrade. Before trying it out in my test server, thought it
would be a good idea to ask.

2- Is there a way to set a reply-to address (a different one from the
one the sender) as the system address in the queues? I couldn't find an
easy option to do so.

TIA,
Mariano

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[otrs] New to OTRS

[Jason Dupuy]

Still working on the specifics but I'm stumbling on the email settings.
I'm just about ready to go into production, but confused about the email
settings.

 

Specifics:

OTRS 2.4.5

Installed FAQ package

Installed Time package

Using SMTP settings.

Using POP3 postmaster mail account setting to pull our old
help.d...@xxx.com emails into the system.

 

I have 3 users (helpdesk technicians) with their own email addresses.

They get notifications of tickets as expected.

 

If someone sends a problem to the help.d...@xxx.com email account, the
OTRS fetches it, pulls it in... we respond The email goes out, with
the technicians email account... but now, when the person who originated
the issue responds, it goes to the technicians email account... which is
not fetched.

 

Other than using the postmaster mail account, is there any way to get
external emails into the OTRS?

 

Am I making sense at all?

 

 

Jason Dupuy

IT Manager

Global Products Inc.

Earth City, MO 63045

636-939-1622 Phone

636-939-1623 Fax

 

Mission: To increase the store traffic, identity and corporate brand
loyalty for our customers through our design, manufacture and
distribution of custom and licensed products.

 

Vision: To be the leading procurement organization in promotional
products and gift novelties worldwide.

 

Confidentiality note:  This document and any attachments are
confidential and may be protected by legal privilege. If you are not the
intended recipient, be aware that any disclosure, copying, distribution
or use of this document or any attachment is prohibited. If you have
received this document in error, please notify us immediately by
returning it to the sender and destroying any copy.

 

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Re: [otrs] Problem with authenticating Active Directory via LDAP - working ok

[Dejan Miklavcic]

I must thank a lot Shawn Beasley for great vi...@youtube
(http://www.youtube.com/watch?v=ZwODnB5L5lM&feature=related)

altangerel , thanks for working example !

These two helped me to make LDAP on Suse work with Active Directory on
Win2k3 server.

rgds & cheers
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[otrs] Sync LDAP Agent Roles in OTRS v2.4

[Josh Higgins]

Does anyone have a sample configuration of syncing LDAP groups to OTRS
roles in v2.4?

 

I'm not able to sync LDAP (active directory) user groups to OTRS roles
in v2.4.4.  This worked in v 2.3.4 with this configuration in Config.pm:

 

$Self->{'UserSyncLDAPRolesDefinition'} = {

# LDAP group

'CN=OtrsAdminRole,CN=Users,DC=domainname,DC=local' => {

# OTRS role

'OTRS Admins' => 1,

  },

};

 

It appears the name of the module has changed, but changing the name of
the module in my code doesn't seem to help any. I enabled debug and I'm
not getting any helpful feedback regarding LDAP. Here's the current code
in Config.pm on my test system running  OTRS 2.4.4:

 

 

$Self->{'AuthSyncModule::LDAP::UserSyncRolesDefinition'} = {

 

'CN=OtrsAdminRole,CN=Users,DC=domainname,DC=local' => {

# OTRS role

'OTRS Admins' => 1,

},

};

 

$Self->{Debug} = 3

 

Any suggestions?

 

Thanks,

Josh Higgins

 

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[otrs] Circumvent the FAQ Article's subject to be appended to the response-email's subject

[Stefan Guha]

Hi!

We are using the FAQ module and agents of our OTRS helpdesk use the 
texts in the FAQ collection in responses to customers.
Each time this is done then the subject of the Email is appended by the 
Title of the FAQ article.


Example:

1. Open "Compose answer (email)"
Subject will read like
   Re: [Ticket#1012345] Test Message to Support
2. Click the FAQ button. Popup opens.
3. Select appropriate FAQ article. Say, it's called "Easy Problem, Easy 
Solution" Hit the button "Done" which will insert the article's text in 
to the email.

4. The subject of the message will be changed to
   Re: [Ticket#1012345] Test Message to Support - Easy Problem, Easy 
Solution



Some time now I have spent on looking in the configuration for some 
switch to turn this off because this behaviour of the software is not 
needed for us.

No success so far. Does someone have a hint on what might be the trick?

Thanks
Stefan 



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Re: [otrs] Diagram of the database of OTRS 2.4.5

[David Holder]

http://ftp.otrs.org/pub/otrs/misc/otrs-2.4-database.png



On Tue, Oct 27, 2009 at 4:00 PM, Rodrigo Correa wrote:

>  Hello,
> I wonder where I get a design diagram of the database of OTRS 2.4.5.
> I need to know what are the relationships between tables to create some
> querys.
>
> Tks,
> Rodrigo
>
> --
> Novo Internet Explorer 8: faça tudo com menos cliques. Baixe agora, é
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Re: [otrs] Diagram of the database of OTRS 2.4.5

[Martin Edenhofer]

http://ftp.otrs.org/pub/otrs/misc/otrs-2.4-database.png

 -M

On 27.10.2009, at 17:00, Rodrigo Correa wrote:


Hello,
I wonder where I get a design diagram of the database of OTRS 2.4.5.
I need to know what are the relationships between tables to create  
some querys.


Tks,
Rodrigo


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[otrs] Diagram of the database of OTRS 2.4.5

[Rodrigo Correa]

Hello, 
I wonder where I get a design diagram of the database of OTRS 2.4.5. 
I need to know what are the relationships between tables to create some querys.

 

Tks,

Rodrigo
  
_
Acesse seu Hotmail de onde quer que esteja através do celular. Clique aqui.
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Re: [otrs] How to re-open a ticket that was closed by mistake

[Agustin de Landa Gil]

Thanks Alexander,

I was able to modify the parameter and now I can re-open the tickets using
the notes action.

Agustín.

-Mensaje original-
De: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] En nombre de
Alexander Halle
Enviado el: martes, 27 de octubre de 2009 8:54
Para: User questions and discussions about OTRS.
Asunto: Re: [otrs] How to re-open a ticket that was closed by mistake

Agustin de Landa Gil wrote :
> Is there a way to reopen a Ticket that was closed by mistake.

Hello Augustin,

simply add a note to the ticket and there set the status to open.

If you can't do this in the note mask then you have to configure it 
first in the SysConfig under Ticket::Frontend::AgentTicketNote###State.

Regards

Alexander

--
radprax Gesellschaft fuer medizinische Versorgungszentren mbH,
Bergstr. 7 - 9, 42105 Wuppertal,
Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119
Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate
Tewaag
Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264,  DE 814559152
Web: http://www.radprax.de


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Re: [otrs] Got a packet bigger than 'max_allowed_packet' bytes, SQL: 'INSERT INTO web_uploa

[Adrián Fernández Leiro]

It works with “SET GLOBAL max_allowed_packet=16*1024*1024;“, thanks!





De: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] En nombre de
Marco Vannini
Enviado el: martes, 27 de octubre de 2009 14:19
Para: User questions and discussions about OTRS.
Asunto: Re: [otrs] Got a packet bigger than 'max_allowed_packet' bytes,
SQL: 'INSERT INTO web_uploa



or if it fails SET GLOBAL max_allowed_packet=16*1024*1024;









On Tue, Oct 27, 2009 at 2:17 PM, Marco Vannini 
wrote:

Try setting it runtime with





SET GLOBAL max_allowed_packet=16M;

























2009/10/27 Adrián Fernández Leiro 

:~ # ps auxwww | grep mysql

root 27391  0.0  0.0   3024   724 pts/0S+   13:05   0:00 grep
mysql

root 28025  0.0  0.1   8040  1488 ?SOct08   0:00 /bin/sh
/usr/bin/mysqld_safe --user=mysql --pid-file=/var/lib/mysql/mysqld.pid
--socket=/var/lib/mysql/mysql.sock --datadir=/var/lib/mysql

mysql28069  0.0  2.3 137452 25148 ?Sl   Oct08   9:13
/usr/sbin/mysqld --basedir=/usr --datadir=/var/lib/mysql --user=mysql
--pid-file=/var/lib/mysql/mysqld.pid --skip-external-locking --port=3306
--socket=/var/lib/mysql/mysql.sock



De: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] En nombre de
Marco Vannini
Enviado el: martes, 27 de octubre de 2009 12:14


Para: User questions and discussions about OTRS.
Asunto: Re: [otrs] Got a packet bigger than 'max_allowed_packet' bytes,
SQL: 'INSERT INTO web_uploa



It is possibile that is passed as command line argument a different value
? ps auxwww | grep mysql ?

2009/10/27 Adrián Fernández Leiro 

Yes,  “rcmysql restart”.



It says Check "max_allowed_packet" setting. "max_allowed_packet" should be
higher then 7 MB (it's 0 MB).



# The MySQL server

[mysqld]

port= 3306

socket  = /var/lib/mysql/mysql.sock

skip-locking

key_buffer = 16M

max_allowed_packet = 16M

table_cache = 64

sort_buffer_size = 512K

net_buffer_length = 8K

read_buffer_size = 256K

read_rnd_buffer_size = 512K

myisam_sort_buffer_size = 8M

long_query_time=1

log-slow-queries=/var/log/mysql/mysql-slow.log



De: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] En nombre de
David Holder
Enviado el: martes, 27 de octubre de 2009 11:07
Para: User questions and discussions about OTRS.
Asunto: Re: [otrs] Got a packet bigger than 'max_allowed_packet' bytes,
SQL: 'INSERT INTO web_uploa



Hi,

Did you restart your mysql service after that modification?

What does OTRS state when you go into the support assessment page?

Regards,

David

2009/10/27 Adrián Fernández Leiro 

Hi everybody:



I have OTRS 2.4.5 on a SuSE.

The error message pops out when trying to install the FAQ module.

I’ve set max_allowed_packet = 32M on /etc/my.cnf

It’s still pulling the same error.

Any ideas?



Adrián Fernández Leiro

Departamento de Sistemas

INVERAVANTE

Avda. Linares Rivas 1, Bajo

15005 LA CORUÑA-ESPAÑA

Tel. 981 25 74 81 / 981 12 62 29

Fax. 981 25 18 86





__ Información de ESET NOD32 Antivirus, versión de la base de
firmas de virus 4546 (20091027) __

ESET NOD32 Antivirus ha comprobado este mensaje.

http://www.eset.com


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__ Información de ESET NOD32 Antivirus, versión de la base de
firmas de virus 4546 (20091027) __



ESET NOD32 Antivirus ha comprobado este mensaje.



http://www.eset.com


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__ Información de ESET NOD32 Antivirus, versión de la base de
firmas de virus 4547 (20091027) __



ESET NOD32 Antivirus ha comprobado este mensaje.



http://www.eset.com


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ESET NOD32 Antivirus ha comprobado este mensaje.



http://www.eset.com

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Re: [otrs] How to re-open a ticket that was closed by mistake

[Alexander Halle]

Agustin de Landa Gil wrote :

Is there a way to reopen a Ticket that was closed by mistake.


Hello Augustin,

simply add a note to the ticket and there set the status to open.

If you can't do this in the note mask then you have to configure it 
first in the SysConfig under Ticket::Frontend::AgentTicketNote###State.


Regards

Alexander

--
radprax Gesellschaft fuer medizinische Versorgungszentren mbH,
Bergstr. 7 - 9, 42105 Wuppertal,
Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119
Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate 
Tewaag
Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264,  DE 814559152
Web: http://www.radprax.de


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[otrs] How to configure a notification to let a group of people know that a ticket was closed

[Agustin de Landa Gil]

Hello,

 

I have a question: How can I configure OTRS so that it sends an email to the
customer and to a group of people when this ticket is closed.

 

Thanks,

 

Agustín.

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[otrs] How to re-open a ticket that was closed by mistake

[Agustin de Landa Gil]

Hello,

 

Is there a way to reopen a Ticket that was closed by mistake.

 

Thanks,

 

Agustín.

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Re: [otrs] Dashboard customization possible.

[James Morgan]

It depends what data is passed to the template in the first instance.  I'm not 
sure if full customer information is.



From: otrs-boun...@otrs.org on behalf of Sarper SARIDAL
Sent: Wed 28/10/2009 12:22 AM
To: otrs@otrs.org
Subject: [otrs] Dashboard customization possible.


Hi all ,

With the code below adding it to the AgentDashboardTicketGeneric.dtl file

i made it possible to see the customer information 
(customerm...@customerdomain.com) format at the dashboard screen.

Is it possible to see it as real name/full name. It should be possible but i 
don't know which QDATA i should call..

Can someone help me about it.

Thanks 

Sarper



 
ID"}"onmouseover="window.status='$JSText{"Customer history"}'; 
return true;"
onmouseout="window.status='';">
$QData{"CustomerID","15"}






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[otrs] Dashboard customization possible.

[Sarper SARIDAL]

Hi all ,

With the code below adding it to the AgentDashboardTicketGeneric.dtl file

i made it possible to see the customer information (
customerm...@customerdomain.com) format at the dashboard screen.

Is it possible to see it as real name/full name. It should be possible but i
don't know which QDATA i should call..

Can someone help me about it.

Thanks

Sarper




ID"}"onmouseover="window.status='$JSText{"Customer history"}';
return true;"
onmouseout="window.status='';">
$QData{"CustomerID","15"}


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Re: [otrs] Got a packet bigger than 'max_allowed_packet' bytes, SQL: 'INSERT INTO web_uploa

[Marco Vannini]

or if it fails *SET GLOBAL max_allowed_packet=16*1024*1024;*
**

On Tue, Oct 27, 2009 at 2:17 PM, Marco Vannini wrote:

> Try setting it runtime with
>
> *SET GLOBAL max_allowed_packet=16M;*
>
> *
>
> *
>
> *
>
> *
>
>
> 2009/10/27 Adrián Fernández Leiro 
>
>>  :~ # ps auxwww | grep mysql
>>
>> root 27391  0.0  0.0   3024   724 pts/0S+   13:05   0:00 grep
>> mysql
>>
>> root 28025  0.0  0.1   8040  1488 ?SOct08   0:00 /bin/sh
>> /usr/bin/mysqld_safe --user=mysql --pid-file=/var/lib/mysql/mysqld.pid
>> --socket=/var/lib/mysql/mysql.sock --datadir=/var/lib/mysql
>>
>> mysql28069  0.0  2.3 137452 25148 ?Sl   Oct08   9:13
>> /usr/sbin/mysqld --basedir=/usr --datadir=/var/lib/mysql --user=mysql
>> --pid-file=/var/lib/mysql/mysqld.pid --skip-external-locking --port=3306
>> --socket=/var/lib/mysql/mysql.sock
>>
>>
>>
>> *De:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *En nombre de
>> *Marco Vannini
>> *Enviado el:* martes, 27 de octubre de 2009 12:14
>>
>> *Para:* User questions and discussions about OTRS.
>> *Asunto:* Re: [otrs] Got a packet bigger than 'max_allowed_packet' bytes,
>> SQL: 'INSERT INTO web_uploa
>>
>>
>>
>> It is possibile that is passed as command line argument a different value
>> ? ps auxwww | grep mysql ?
>>
>> 2009/10/27 Adrián Fernández Leiro 
>>
>> Yes,  “rcmysql restart”.
>>
>>
>>
>> It says Check "max_allowed_packet" setting. "max_allowed_packet" should
>> be higher then 7 MB (it's 0 MB).
>>
>>
>>
>> # The MySQL server
>>
>> [mysqld]
>>
>> port= 3306
>>
>> socket  = /var/lib/mysql/mysql.sock
>>
>> skip-locking
>>
>> key_buffer = 16M
>>
>> max_allowed_packet = 16M
>>
>> table_cache = 64
>>
>> sort_buffer_size = 512K
>>
>> net_buffer_length = 8K
>>
>> read_buffer_size = 256K
>>
>> read_rnd_buffer_size = 512K
>>
>> myisam_sort_buffer_size = 8M
>>
>> long_query_time=1
>>
>> log-slow-queries=/var/log/mysql/mysql-slow.log
>>
>>
>>
>> *De:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *En nombre de
>> *David Holder
>> *Enviado el:* martes, 27 de octubre de 2009 11:07
>> *Para:* User questions and discussions about OTRS.
>> *Asunto:* Re: [otrs] Got a packet bigger than 'max_allowed_packet' bytes,
>> SQL: 'INSERT INTO web_uploa
>>
>>
>>
>> Hi,
>>
>> Did you restart your mysql service after that modification?
>>
>> What does OTRS state when you go into the support assessment page?
>>
>> Regards,
>>
>> David
>>
>> 2009/10/27 Adrián Fernández Leiro 
>>
>> Hi everybody:
>>
>>
>>
>> I have OTRS 2.4.5 on a SuSE.
>>
>> The error message pops out when trying to install the FAQ module.
>>
>> I’ve set max_allowed_packet = 32M on /etc/my.cnf
>>
>> It’s still pulling the same error.
>>
>> Any ideas?
>>
>>
>>
>> *Adrián Fernández Leiro*
>>
>> *Departamento de Sistemas*
>>
>> *INVERAVANTE*
>>
>> *Avda. Linares Rivas 1, Bajo*
>>
>> *15005 LA CORUÑA-ESPAÑA*
>>
>> *Tel. 981 25 74 81 / 981 12 62 29*
>>
>> *Fax. 981 25 18 86*
>>
>>
>>
>>
>>
>> __ Información de ESET NOD32 Antivirus, versión de la base de
>> firmas de virus 4546 (20091027) __
>>
>> ESET NOD32 Antivirus ha comprobado este mensaje.
>>
>> 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/
>>
>>
>>
>>
>>
>> __ Información de ESET NOD32 Antivirus, versión de la base de
>> firmas de virus 4546 (20091027) __
>>
>>
>>
>> ESET NOD32 Antivirus ha comprobado este mensaje.
>>
>>
>>
>> http://www.eset.com
>>
>>
>> -
>> OTRS mailing list: otrs - Webpage: http://otrs.org/
>> Archive: http://lists.otrs

Re: [otrs] Got a packet bigger than 'max_allowed_packet' bytes, SQL: 'INSERT INTO web_uploa

[Marco Vannini]

Try setting it runtime with

*SET GLOBAL max_allowed_packet=16M;*

*
*

*
*


2009/10/27 Adrián Fernández Leiro 

>  :~ # ps auxwww | grep mysql
>
> root 27391  0.0  0.0   3024   724 pts/0S+   13:05   0:00 grep mysql
>
> root 28025  0.0  0.1   8040  1488 ?SOct08   0:00 /bin/sh
> /usr/bin/mysqld_safe --user=mysql --pid-file=/var/lib/mysql/mysqld.pid
> --socket=/var/lib/mysql/mysql.sock --datadir=/var/lib/mysql
>
> mysql28069  0.0  2.3 137452 25148 ?Sl   Oct08   9:13
> /usr/sbin/mysqld --basedir=/usr --datadir=/var/lib/mysql --user=mysql
> --pid-file=/var/lib/mysql/mysqld.pid --skip-external-locking --port=3306
> --socket=/var/lib/mysql/mysql.sock
>
>
>
> *De:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *En nombre de 
> *Marco
> Vannini
> *Enviado el:* martes, 27 de octubre de 2009 12:14
>
> *Para:* User questions and discussions about OTRS.
> *Asunto:* Re: [otrs] Got a packet bigger than 'max_allowed_packet' bytes,
> SQL: 'INSERT INTO web_uploa
>
>
>
> It is possibile that is passed as command line argument a different value ?
> ps auxwww | grep mysql ?
>
> 2009/10/27 Adrián Fernández Leiro 
>
> Yes,  “rcmysql restart”.
>
>
>
> It says Check "max_allowed_packet" setting. "max_allowed_packet" should be
> higher then 7 MB (it's 0 MB).
>
>
>
> # The MySQL server
>
> [mysqld]
>
> port= 3306
>
> socket  = /var/lib/mysql/mysql.sock
>
> skip-locking
>
> key_buffer = 16M
>
> max_allowed_packet = 16M
>
> table_cache = 64
>
> sort_buffer_size = 512K
>
> net_buffer_length = 8K
>
> read_buffer_size = 256K
>
> read_rnd_buffer_size = 512K
>
> myisam_sort_buffer_size = 8M
>
> long_query_time=1
>
> log-slow-queries=/var/log/mysql/mysql-slow.log
>
>
>
> *De:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *En nombre de 
> *David
> Holder
> *Enviado el:* martes, 27 de octubre de 2009 11:07
> *Para:* User questions and discussions about OTRS.
> *Asunto:* Re: [otrs] Got a packet bigger than 'max_allowed_packet' bytes,
> SQL: 'INSERT INTO web_uploa
>
>
>
> Hi,
>
> Did you restart your mysql service after that modification?
>
> What does OTRS state when you go into the support assessment page?
>
> Regards,
>
> David
>
> 2009/10/27 Adrián Fernández Leiro 
>
> Hi everybody:
>
>
>
> I have OTRS 2.4.5 on a SuSE.
>
> The error message pops out when trying to install the FAQ module.
>
> I’ve set max_allowed_packet = 32M on /etc/my.cnf
>
> It’s still pulling the same error.
>
> Any ideas?
>
>
>
> *Adrián Fernández Leiro*
>
> *Departamento de Sistemas*
>
> *INVERAVANTE*
>
> *Avda. Linares Rivas 1, Bajo*
>
> *15005 LA CORUÑA-ESPAÑA*
>
> *Tel. 981 25 74 81 / 981 12 62 29*
>
> *Fax. 981 25 18 86*
>
>
>
>
>
> __ Información de ESET NOD32 Antivirus, versión de la base de
> firmas de virus 4546 (20091027) __
>
> ESET NOD32 Antivirus ha comprobado este mensaje.
>
> 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/
>
>
>
>
>
> __ Información de ESET NOD32 Antivirus, versión de la base de
> firmas de virus 4546 (20091027) __
>
>
>
> ESET NOD32 Antivirus ha comprobado este mensaje.
>
>
>
> 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/
>
>
>
>
>
> __ Información de ESET NOD32 Antivirus, versión de la base de
> firmas de virus 4547 (20091027) __
>
>
>
> ESET NOD32 Antivirus ha comprobado este mensaje.
>
>
>
> 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
>
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Re: [otrs] backup/restore

[as as]

Hi Michiel

I just test the restore ( erase all data in mysql ) with new script
restore.pl, and work just fine.
Now I will test the restore from scratch ( Repalce OS, apache perl mysql )
and then restore.pl

Many thanks to you. Great Replay.

Best Regards.

On Mon, Oct 26, 2009 at 4:16 PM, Michiel Beijen  wrote:

> Hi fenixport,
>
> You're right, this is an issue with the restore.pl script.
>
> If you'd use the latest version from CVS here:
>
> http://source.otrs.org/viewvc.cgi/otrs/scripts/restore.pl?revision=1.10.2.2&view=markup&pathrev=rel-2_4
>
> you won't have this issue anymore.
> See also http://bugs.otrs.org/show_bug.cgi?id=4454
>
> ((enjoy))
>
> -
> Michiel Beijen
> R&D
>
> OTRS AG
> Norsk-Data-Str 1.
> 61352 Bad Homburg
> Deutschland
>
> T: +31 (0) 6457 42418
> F: +49 (0) 9421 56818-18
> I:  http://www.otrs.com/
>
> Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial
> register: 10751, Tax ID: 003 240
> 97505 Chairman of the Board: Burchard Steinbild, Managing Board: André
> Mindermann (CEO), Martin Edenhofer
>
> CU@ IIR Service Desk Forum in Mainz 
> (Germany)and
>  get to know more about OTRS  at booth no. 12 from Nov 24-25, 2009!
>
>
> On Mon, Oct 26, 2009 at 3:25 PM, as as  wrote:
>
>> Hi All
>>
>>
>> I want to backup my OTRS. And I want to use the scripts backup.pl and
>> recover.pl.
>>
>>
>> My OTRS system is in Ubuntu 2.6.28-11-server the version of OTRS is 2.4.5.
>> When I do a backup all went fine:
>>
>> Backup /backupotrs/2009-10-26_14-23/Config.tar.gz ... done
>> Backup /backupotrs/2009-10-26_14-23/Application.tar.gz ... done
>> Dump MySQL rdbms ... done
>> Compress SQL-file... done
>>
>>
>> But, when I try the restore I get the following error:
>>
>> Restore /backupotrs/2009-10-26_12-39/Config.tar.gz ...
>> Got no EncodeObject! at /opt/otrs/Kernel/System/DB.pm line 96.
>>
>>
>> Any ideas ? .. Can anyone Help me on this one.
>>
>> Best Regards.
>>
>> -
>> 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
>
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Re: [otrs] Got a packet bigger than 'max_allowed_packet' bytes, SQL: 'INSERT INTO web_uploa

[Adrián Fernández Leiro]

:~ # ps auxwww | grep mysql

root 27391  0.0  0.0   3024   724 pts/0S+   13:05   0:00 grep
mysql

root 28025  0.0  0.1   8040  1488 ?SOct08   0:00 /bin/sh
/usr/bin/mysqld_safe --user=mysql --pid-file=/var/lib/mysql/mysqld.pid
--socket=/var/lib/mysql/mysql.sock --datadir=/var/lib/mysql

mysql28069  0.0  2.3 137452 25148 ?Sl   Oct08   9:13
/usr/sbin/mysqld --basedir=/usr --datadir=/var/lib/mysql --user=mysql
--pid-file=/var/lib/mysql/mysqld.pid --skip-external-locking --port=3306
--socket=/var/lib/mysql/mysql.sock



De: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] En nombre de
Marco Vannini
Enviado el: martes, 27 de octubre de 2009 12:14
Para: User questions and discussions about OTRS.
Asunto: Re: [otrs] Got a packet bigger than 'max_allowed_packet' bytes,
SQL: 'INSERT INTO web_uploa



It is possibile that is passed as command line argument a different value
? ps auxwww | grep mysql ?

2009/10/27 Adrián Fernández Leiro 

Yes,  “rcmysql restart”.



It says Check "max_allowed_packet" setting. "max_allowed_packet" should be
higher then 7 MB (it's 0 MB).



# The MySQL server

[mysqld]

port= 3306

socket  = /var/lib/mysql/mysql.sock

skip-locking

key_buffer = 16M

max_allowed_packet = 16M

table_cache = 64

sort_buffer_size = 512K

net_buffer_length = 8K

read_buffer_size = 256K

read_rnd_buffer_size = 512K

myisam_sort_buffer_size = 8M

long_query_time=1

log-slow-queries=/var/log/mysql/mysql-slow.log



De: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] En nombre de
David Holder
Enviado el: martes, 27 de octubre de 2009 11:07
Para: User questions and discussions about OTRS.
Asunto: Re: [otrs] Got a packet bigger than 'max_allowed_packet' bytes,
SQL: 'INSERT INTO web_uploa



Hi,

Did you restart your mysql service after that modification?

What does OTRS state when you go into the support assessment page?

Regards,

David

2009/10/27 Adrián Fernández Leiro 

Hi everybody:



I have OTRS 2.4.5 on a SuSE.

The error message pops out when trying to install the FAQ module.

I’ve set max_allowed_packet = 32M on /etc/my.cnf

It’s still pulling the same error.

Any ideas?



Adrián Fernández Leiro

Departamento de Sistemas

INVERAVANTE

Avda. Linares Rivas 1, Bajo

15005 LA CORUÑA-ESPAÑA

Tel. 981 25 74 81 / 981 12 62 29

Fax. 981 25 18 86





__ Información de ESET NOD32 Antivirus, versión de la base de
firmas de virus 4546 (20091027) __

ESET NOD32 Antivirus ha comprobado este mensaje.

http://www.eset.com


-
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__ Información de ESET NOD32 Antivirus, versión de la base de
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ESET NOD32 Antivirus ha comprobado este mensaje.



http://www.eset.com


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__ Información de ESET NOD32 Antivirus, versión de la base de
firmas de virus 4547 (20091027) __



ESET NOD32 Antivirus ha comprobado este mensaje.



http://www.eset.com

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[otrs] What is this > SCALAR (0xba254ee4)

[Rodrigo Correa]

 

 

Hello, 
I am with the OTRS version 2.4.5 installed. When I'm opening called the text 
"SCALAR (0xba254ee4 *)" appears in the top of the message. What is it and how 
do I use it?
 
Tks,  
_
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Re: [otrs] Got a packet bigger than 'max_allowed_packet' bytes, SQL: 'INSERT INTO web_uploa

[Marco Vannini]

It is possibile that is passed as command line argument a different value ?
ps auxwww | grep mysql ?

2009/10/27 Adrián Fernández Leiro 

>  Yes,  “rcmysql restart”.
>
>
>
> It says Check "max_allowed_packet" setting. "max_allowed_packet" should be
> higher then 7 MB (it's 0 MB).
>
>
>
> # The MySQL server
>
> [mysqld]
>
> port= 3306
>
> socket  = /var/lib/mysql/mysql.sock
>
> skip-locking
>
> key_buffer = 16M
>
> max_allowed_packet = 16M
>
> table_cache = 64
>
> sort_buffer_size = 512K
>
> net_buffer_length = 8K
>
> read_buffer_size = 256K
>
> read_rnd_buffer_size = 512K
>
> myisam_sort_buffer_size = 8M
>
> long_query_time=1
>
> log-slow-queries=/var/log/mysql/mysql-slow.log
>
>
>
> *De:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *En nombre de 
> *David
> Holder
> *Enviado el:* martes, 27 de octubre de 2009 11:07
> *Para:* User questions and discussions about OTRS.
> *Asunto:* Re: [otrs] Got a packet bigger than 'max_allowed_packet' bytes,
> SQL: 'INSERT INTO web_uploa
>
>
>
> Hi,
>
> Did you restart your mysql service after that modification?
>
> What does OTRS state when you go into the support assessment page?
>
> Regards,
>
> David
>
> 2009/10/27 Adrián Fernández Leiro 
>
> Hi everybody:
>
>
>
> I have OTRS 2.4.5 on a SuSE.
>
> The error message pops out when trying to install the FAQ module.
>
> I’ve set max_allowed_packet = 32M on /etc/my.cnf
>
> It’s still pulling the same error.
>
> Any ideas?
>
>
>
> *Adrián Fernández Leiro*
>
> *Departamento de Sistemas*
>
> *INVERAVANTE*
>
> *Avda. Linares Rivas 1, Bajo*
>
> *15005 LA CORUÑA-ESPAÑA*
>
> *Tel. 981 25 74 81 / 981 12 62 29*
>
> *Fax. 981 25 18 86*
>
>
>
>
>
> __ Información de ESET NOD32 Antivirus, versión de la base de
> firmas de virus 4546 (20091027) __
>
> ESET NOD32 Antivirus ha comprobado este mensaje.
>
> 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/
>
>
>
>
>
> __ Información de ESET NOD32 Antivirus, versión de la base de
> firmas de virus 4546 (20091027) __
>
>
>
> ESET NOD32 Antivirus ha comprobado este mensaje.
>
>
>
> http://www.eset.com
>
> -
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
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>
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Re: [otrs] Got a packet bigger than 'max_allowed_packet' bytes, SQL: 'INSERT INTO web_uploa

[Adrián Fernández Leiro]

Yes,  “rcmysql restart”.



It says Check "max_allowed_packet" setting. "max_allowed_packet" should be
higher then 7 MB (it's 0 MB).



# The MySQL server

[mysqld]

port= 3306

socket  = /var/lib/mysql/mysql.sock

skip-locking

key_buffer = 16M

max_allowed_packet = 16M

table_cache = 64

sort_buffer_size = 512K

net_buffer_length = 8K

read_buffer_size = 256K

read_rnd_buffer_size = 512K

myisam_sort_buffer_size = 8M

long_query_time=1

log-slow-queries=/var/log/mysql/mysql-slow.log



De: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] En nombre de
David Holder
Enviado el: martes, 27 de octubre de 2009 11:07
Para: User questions and discussions about OTRS.
Asunto: Re: [otrs] Got a packet bigger than 'max_allowed_packet' bytes,
SQL: 'INSERT INTO web_uploa



Hi,

Did you restart your mysql service after that modification?

What does OTRS state when you go into the support assessment page?

Regards,

David

2009/10/27 Adrián Fernández Leiro 

Hi everybody:



I have OTRS 2.4.5 on a SuSE.

The error message pops out when trying to install the FAQ module.

I’ve set max_allowed_packet = 32M on /etc/my.cnf

It’s still pulling the same error.

Any ideas?



Adrián Fernández Leiro

Departamento de Sistemas

INVERAVANTE

Avda. Linares Rivas 1, Bajo

15005 LA CORUÑA-ESPAÑA

Tel. 981 25 74 81 / 981 12 62 29

Fax. 981 25 18 86





__ Información de ESET NOD32 Antivirus, versión de la base de
firmas de virus 4546 (20091027) __

ESET NOD32 Antivirus ha comprobado este mensaje.

http://www.eset.com


-
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__ Información de ESET NOD32 Antivirus, versión de la base de
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Re: [otrs] Got a packet bigger than 'max_allowed_packet' bytes, SQL: 'INSERT INTO web_uploa

[David Holder]

Hi,

Did you restart your mysql service after that modification?

What does OTRS state when you go into the support assessment page?

Regards,

David

2009/10/27 Adrián Fernández Leiro 

>  Hi everybody:
>
>
>
> I have OTRS 2.4.5 on a SuSE.
>
> The error message pops out when trying to install the FAQ module.
>
> I’ve set max_allowed_packet = 32M on /etc/my.cnf
>
> It’s still pulling the same error.
>
> Any ideas?
>
>
>
> *Adrián Fernández Leiro*
>
> *Departamento de Sistemas*
>
> *INVERAVANTE*
>
> *Avda. Linares Rivas 1, Bajo*
>
> *15005 LA CORUÑA-ESPAÑA*
>
> *Tel. 981 25 74 81 / 981 12 62 29*
>
> *Fax. 981 25 18 86*
>
>
>
>
> __ Información de ESET NOD32 Antivirus, versión de la base de
> firmas de virus 4546 (20091027) __
>
> ESET NOD32 Antivirus ha comprobado este mensaje.
>
> 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/
>
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Re: [otrs] Send notifications to Customer User instead of original sender

[Mohamed-Amine Kadimi]

No, only the original sender receives the notification.


--
Are the auto notifications sent to the original sender AND the new
customer user (as in, the original sender is CC'd)?

-Original Message-
From: otrs-bounces at otrs.org [mailto:otrs-bounces at otrs.org] On Behalf Of
Mohamed-Amine Kadimi
Sent: Tuesday, 27 October 2009 4:43 AM
To: OTRS mailing list
Subject: [otrs] Send notifications to Customer User instead of
originalsender


Hello,

There's the steps of the problem I have:

1. I receive a ticket from a sender 

2. I need to reassign this ticket to a different customer so I change
the "Customer User" field and set a new e-mail address.

3. The auto-notifications sent for this ticket (e.g. closing
notification) are still sent to the original sender.

I want these notifications to be sent to the new customer e-mail, what
should I do?

Thanks.
  
_
  
_
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Re: [otrs] Customer Company as groups ? or group of customers.

[Marco Vannini]

If katie and james are with the same companyid they are able to see company
ticket. Then you must be sure to populate correct companyid for ticket
comings from both (X-OTRS-CustomerNo in postmaster filter)

On Tue, Oct 27, 2009 at 10:06 AM, Sarper SARIDAL
wrote:

> Hi all,
>
> I have a question in mind..
>
> For example lets say that  i have these customers :
>
> 1. katiebl...@company.org  : Company : STARGMBH
> 2. jameswh...@company.org : Company : STARGMBH
> 3. markyel...@company.org : Company : WORLD CO.
>
> For the first 2 customers which are from the same company STARGMBH is it
> possible for katie to see james tickets and james for katie.
>
> So if one is out of the company for travel the other can track the records.
>
>
> If there is no such a functionality in the future to have something like
> this will be great.
>
> Thanks & Regards,
>
> Sarper
>
>
> -
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> Archive: http://lists.otrs.org/pipermail/otrs
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Re: [otrs] [ Customer Company ] ???

[Sarper SARIDAL]

This is the question i'm searching for the answer also.

Then one of the members of the group can see others tickets so they can
track..

Is there a solution for that?

Regards,

Sarper

2009/10/27 Денис Кирин 

>  Good day.
>
> Users & Groups & Roles - [ Customer 
> Company] - 
> where can i use this?
> Can i group Customers by [ Customer 
> Company]?
>
> Best regards.
>
> Denis Kirin
>
> -
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> Archive: http://lists.otrs.org/pipermail/otrs
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[otrs] Customer Company as groups ? or group of customers.

[Sarper SARIDAL]

Hi all,

I have a question in mind..

For example lets say that  i have these customers :

1. katiebl...@company.org  : Company : STARGMBH
2. jameswh...@company.org : Company : STARGMBH
3. markyel...@company.org : Company : WORLD CO.

For the first 2 customers which are from the same company STARGMBH is it
possible for katie to see james tickets and james for katie.

So if one is out of the company for travel the other can track the records.

If there is no such a functionality in the future to have something like
this will be great.

Thanks & Regards,

Sarper
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[otrs] Got a packet bigger than 'max_allowed_packet' bytes, SQL: 'INSERT INTO web_uploa

[Adrián Fernández Leiro]

Hi everybody:



I have OTRS 2.4.5 on a SuSE.

The error message pops out when trying to install the FAQ module.

I’ve set max_allowed_packet = 32M on /etc/my.cnf

It’s still pulling the same error.

Any ideas?



Adrián Fernández Leiro

Departamento de Sistemas

INVERAVANTE

Avda. Linares Rivas 1, Bajo

15005 LA CORUÑA-ESPAÑA

Tel. 981 25 74 81 / 981 12 62 29

Fax. 981 25 18 86



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Re: [otrs] Customer ticket screen [Urgent]

[Sarper SARIDAL]

Thanks to all of you especially to James and Morgan...

I used morgan's answer but james knowledge olso helped me out to customize
it further..

Thanks to both of you.

Regards,

Sarper

On Tue, Oct 27, 2009 at 10:29 AM, James Morgan
wrote:

> That also is a good idea and not one I've looked into previously.
>
> What version was it added in?
>
> 
>
> From: otrs-boun...@otrs.org on behalf of Marco Vannini
> Sent: Tue 27/10/2009 7:25 PM
> To: sarper.sari...@gmail.com; User questions and discussions about OTRS.
> Subject: Re: [otrs] Customer ticket screen [Urgent]
>
>
> If this is just for queue what about
>
> CustomerPanelOwnSelection:
> Here you can insert the Queues, which the customer can select in the
> Customer-Interface
>
>
>
> in sysconfig   Ticket -> Frontend::Customer::Ticket::ViewNew ?
>
>
>
>
> On Tue, Oct 27, 2009 at 8:43 AM, Sarper SARIDAL 
> wrote:
>
>
>Hi James,
>
>Can you please point me to which file to edit.
>
>and / or send me the code for it.
>
>I don't want other queues (TO) field to be selected by customers but
> while doing that :
>
> i don't want to change the queue types from users to admin so they
> don't see it. That's not what i want.
>
> I just want to force them to have one option by default in the TO
> field and your way of solving seems to be the only way.
>
>Thanks & Regards,
>
>Sarper
>
>
>
>
>On Tue, Oct 27, 2009 at 12:27 AM, James Morgan <
> james.mor...@vernet.net.au> wrote:
>
>
>To answer your first question I simply modified the template
> for that page to change the combobox to have only one option rather than
> retrieving from the database.
>
>
>
>From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org]
> On Behalf Of Sarper SARIDAL
>Sent: Tuesday, 27 October 2009 2:59 AM
>To: otrs@otrs.org
>Subject: [otrs] Customer ticket screen [Urgent]
>
>
>
>Hi all,
>
>Is it possible to disable the TO field while creating a
> ticket?
>
>Or set it as a predefined field and not allow users to
> change... (hashed field)
>
>2 nd question is it possible to set service type field to a
> MUST field.
>
>It is really urgent for me if someone has an answer or a
> workaround solution it will be great!
>
>Sarper
>
>
>
>  -
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>
>
>
>
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Re: [otrs] Customer ticket screen [Urgent]

[James Morgan]

That also is a good idea and not one I've looked into previously.
 
What version was it added in?



From: otrs-boun...@otrs.org on behalf of Marco Vannini
Sent: Tue 27/10/2009 7:25 PM
To: sarper.sari...@gmail.com; User questions and discussions about OTRS.
Subject: Re: [otrs] Customer ticket screen [Urgent]


If this is just for queue what about  

CustomerPanelOwnSelection: 
Here you can insert the Queues, which the customer can select in the 
Customer-Interface



in sysconfig   Ticket -> Frontend::Customer::Ticket::ViewNew ?




On Tue, Oct 27, 2009 at 8:43 AM, Sarper SARIDAL  
wrote:


Hi James,

Can you please point me to which file to edit.

and / or send me the code for it.

I don't want other queues (TO) field to be selected by customers but 
while doing that :

 i don't want to change the queue types from users to admin so they 
don't see it. That's not what i want.

 I just want to force them to have one option by default in the TO 
field and your way of solving seems to be the only way.

Thanks & Regards,

Sarper




On Tue, Oct 27, 2009 at 12:27 AM, James Morgan 
 wrote:


To answer your first question I simply modified the template 
for that page to change the combobox to have only one option rather than 
retrieving from the database.

 

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On 
Behalf Of Sarper SARIDAL
Sent: Tuesday, 27 October 2009 2:59 AM
To: otrs@otrs.org
Subject: [otrs] Customer ticket screen [Urgent]

 

Hi all,

Is it possible to disable the TO field while creating a ticket?

Or set it as a predefined field and not allow users to 
change... (hashed field)

2 nd question is it possible to set service type field to a 
MUST field.

It is really urgent for me if someone has an answer or a 
workaround solution it will be great!

Sarper



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[otrs] [ Customer Company ] ???

[Денис Кирин]

Good day.

Users & Groups & Roles - [ Customer
Company ] - where can i use this?
Can i group Customers by [ Customer
Company ]? 

Best regards.

Denis Kirin


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Re: [otrs] Close tiket

[Денис Кирин]

27.10.2009 01:32, James Morgan пишет:

That's a very smart idea, and not one I've played with too much before.
Well done!

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
IT easyap
Sent: Tuesday, 27 October 2009 3:27 AM
To: 'User questions and discussions about OTRS.'
Subject: Re: [otrs] Close tiket

You can define a rule in the postmaster filter base on some keys in body
or
subject. If you find this keys yo can close the ticket in the postmaster
filter.

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
kda_greenada
Sent: lunes, 26 de octubre de 2009 15:21
To: otrs@otrs.org
Subject: [otrs] Close tiket

Greetings.

How can customer close ticket by email?


Best regards
Denis Kirin
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Thanks.
I will try to do this.


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Re: [otrs] Customer ticket screen [Urgent]

[Marco Vannini]

If this is just for queue what about

CustomerPanelOwnSelection:
Here you can insert the Queues, which the customer can select in the
Customer-Interface


in sysconfig   Ticket -> Frontend::Customer::Ticket::ViewNew ?




On Tue, Oct 27, 2009 at 8:43 AM, Sarper SARIDAL wrote:

> Hi James,
>
> Can you please point me to which file to edit.
>
> and / or send me the code for it.
>
> I don't want other queues (TO) field to be selected by customers but while
> doing that :
>
>  i don't want to change the queue types from users to admin so they don't
> see it. That's not what i want.
>
>  I just want to force them to have one option by default in the TO field
> and your way of solving seems to be the only way.
>
> Thanks & Regards,
>
> Sarper
>
>
>
> On Tue, Oct 27, 2009 at 12:27 AM, James Morgan  > wrote:
>
>>  To answer your first question I simply modified the template for that
>> page to change the combobox to have only one option rather than retrieving
>> from the database.
>>
>>
>>
>> *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf
>> Of *Sarper SARIDAL
>> *Sent:* Tuesday, 27 October 2009 2:59 AM
>> *To:* otrs@otrs.org
>> *Subject:* [otrs] Customer ticket screen [Urgent]
>>
>>
>>
>> Hi all,
>>
>> Is it possible to disable the TO field while creating a ticket?
>>
>> Or set it as a predefined field and not allow users to change... (hashed
>> field)
>>
>> 2 nd question is it possible to set service type field to a MUST field.
>>
>> It is really urgent for me if someone has an answer or a workaround
>> solution it will be great!
>>
>> Sarper
>>
>> -
>> 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/
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Re: [otrs] Customer ticket screen [Urgent]

[James Morgan]

Hi Sarper,
 
The file you're looking for is 
/opt/otrs/Kernel/Output/HTML/Standard/CustomerTicketMessage.dtl (the /opt/otrs 
part may differ in your installation).
 
The section you want is:

  $Text{"To"}:
  
$Data{"ToStrg"}
$Text{"$Data{"Queue 
invalid"}"}
  

...which is on line 79 on my copy.
 
It's the $Data{"ToStrg"} that you want to change.  Have a look at View Source 
from your browser to see what that variable produces and modify it to suit what 
you need.  You basically want either a combo box with only one value in it, or 
you want to remove it altogether and replace it with a hidden form variable.
 
Let me know if this is unclear and I may be able to assist further.
 
This modification is independant of any other fields on the page, which will 
work as normal.
 
Kind Regards,
James.



From: otrs-boun...@otrs.org on behalf of Sarper SARIDAL
Sent: Tue 27/10/2009 6:43 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Customer ticket screen [Urgent]


Hi James,

Can you please point me to which file to edit.

and / or send me the code for it.

I don't want other queues (TO) field to be selected by customers but while 
doing that :

 i don't want to change the queue types from users to admin so they don't see 
it. That's not what i want.

 I just want to force them to have one option by default in the TO field and 
your way of solving seems to be the only way.

Thanks & Regards,

Sarper




On Tue, Oct 27, 2009 at 12:27 AM, James Morgan  
wrote:


To answer your first question I simply modified the template for that 
page to change the combobox to have only one option rather than retrieving from 
the database.

 

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of 
Sarper SARIDAL
Sent: Tuesday, 27 October 2009 2:59 AM
To: otrs@otrs.org
Subject: [otrs] Customer ticket screen [Urgent]

 

Hi all,

Is it possible to disable the TO field while creating a ticket?

Or set it as a predefined field and not allow users to change... 
(hashed field)

2 nd question is it possible to set service type field to a MUST field.

It is really urgent for me if someone has an answer or a workaround 
solution it will be great!

Sarper


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Re: [otrs] Customer ticket screen [Urgent]

[Sarper SARIDAL]

Hi James,

Can you please point me to which file to edit.

and / or send me the code for it.

I don't want other queues (TO) field to be selected by customers but while
doing that :

 i don't want to change the queue types from users to admin so they don't
see it. That's not what i want.

 I just want to force them to have one option by default in the TO field and
your way of solving seems to be the only way.

Thanks & Regards,

Sarper



On Tue, Oct 27, 2009 at 12:27 AM, James Morgan
wrote:

>  To answer your first question I simply modified the template for that
> page to change the combobox to have only one option rather than retrieving
> from the database.
>
>
>
> *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of
> *Sarper SARIDAL
> *Sent:* Tuesday, 27 October 2009 2:59 AM
> *To:* otrs@otrs.org
> *Subject:* [otrs] Customer ticket screen [Urgent]
>
>
>
> Hi all,
>
> Is it possible to disable the TO field while creating a ticket?
>
> Or set it as a predefined field and not allow users to change... (hashed
> field)
>
> 2 nd question is it possible to set service type field to a MUST field.
>
> It is really urgent for me if someone has an answer or a workaround
> solution it will be great!
>
> Sarper
>
> -
> 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!
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[otrs] Select "My queues" for certain group

[Altangerel]

Hi all,

I've a question. I want to select some queues for certain group not for 
single user. How can I do that? I've tried to do it on users&groups role 
part on admin area. But did not find anything related to this.


--
Altangerel Ganbold


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