Re: [otrs] API to create new customer
Hi Sagy, OTRS has an open API that you can access via SOAP, from any programming language or platform. If you give more information on what you are trying to achieve, we might be better able to point you in the right direction. I'd like to point out one of the strengths of OTRS, which is that it can integrate with remote databases or LDAP sources to retrieve customer information. Depending on your setup and your scenario, this might be easier than to create an API level integration. Regards, -- Michiel Beijen RD OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: André Mindermann CU@ CeBIT 2010 in Hannover (Germany) and get to know more about OTRS at booth no. C37, in hall 2 from March 2-6, 2010! http://bit.ly/4qLvqm On Thu, Jan 14, 2010 at 12:32 AM, Sagy Volkov sagyvol...@gmail.com wrote: is there an API to create a new customer? I don't have SOAP exprience so I need something like the login url of customer.pl?Actio=LoginUser=zxcpassword=qwe ? Thanks, -sv - 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] installing Authen-SASL-2.13
Hi Michael, You don't give much information on the kind of perl you run. You mention cpan.bat so I guess you're running Windows... If you're using ActiveState perl please run ppm which will give you a graphic user interface to the package manager. If you want to install using CPAN you should just use install Authen::SASL which will install the latest version of Authen::SASL , 2.13. Hope this helps, -- Michiel Beijen RD OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: André Mindermann CU@ CeBIT 2010 in Hannover (Germany) and get to know more about OTRS at booth no. C37, in hall 2 from March 2-6, 2010! http://bit.ly/4qLvqm On Wed, Jan 13, 2010 at 11:03 PM, Michael Mitchell mmitch...@6ave.com wrote: What is the command after you download perl module Authen-SASL-2.13 in cpan.bat I tried to run install Authen-SASL-2.13 command and got the following message see below. cpan install Authen_SASL-2.13 Warning: Cannot install Authen_SASL-2.13, don't know what it is. Try the command i /Authen_SASL-2.13/ Michael D Mitchell Sixth Avenue Electronics Help Desk / Tech 973-924-8669 Office - 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] Private tickets
Hi Gordon, It's also possible to give your crew access to a specific part of the Admin section. See this FAQ entry: http://faq.otrs.org/otrs/public.pl?Action=PublicFAQCategoryID=32ItemID=359 That would prevent them from adding themselves to your group. -- Michiel Beijen RD OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: André Mindermann CU@ CeBIT 2010 in Hannover (Germany) and get to know more about OTRS at booth no. C37, in hall 2 from March 2-6, 2010! http://bit.ly/4qLvqm On Mon, Jan 11, 2010 at 10:30 PM, Gordon O'Brien gordon.obr...@mediasquare.co.uk wrote: Hi As an IT director i occasionally get asked directly to work on tickets of a sensitive nature and would not want my support team to gain access to the content of the ticket. I guess i could use a specific queue for my private tickets and deny the helpdesk team access to the queue. At the moment my team have full admin rights so that they can add their own queues. This would mean they could grant themselves access to my private queue. Any suggestions on a workaround? Also, if i do remove their admin rights, would they be able to search my closed tickets or are closed tickets still locked to the members of the queue only? Thanks Gordon Media Square plc or any of its subsidiary companies may not be held responsible for the content of this email as it may reflect the personal view of the sender and not that of the company. Should you receive this email in error, please notify the sender immediately and do not disclose, copy or distribute it. While Media Square plc scans all outbound emails for viruses, it cannot be held responsible for any infected files that you may receive. Media Square plc advises all recipients to virus scan any file attachments. Media Square Plc | Registered in England No.: 4006884 | Registered Office: 6 York Street, London, W1U 6PL - This email message has been scanned and delivered safely by Mimecast. - - 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] SSL Error
I'm sorry for the issues you had with the new windows installers. There was an issue with the initial version we pushed out due to an error in our deployment progress. The file has been updated now, the file dated January 13th is working fine. You can download from http://ftp.otrs.org/pub/otrs or one of the mirrors. If you'd just move the files into the correct location you'll still have issues; you would have to use the new versions of the installers. I might be able to help you out trying to debug the output of the LDAP server, as stated in the link I posted. This is an annoying issue with the Perl libraries. Just contact me offline, I'll see what I can do for you. -- Michiel Beijen RD OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: André Mindermann CU@ CeBIT 2010 in Hannover (Germany) and get to know more about OTRS at booth no. C37, in hall 2 from March 2-6, 2010! http://bit.ly/4qLvqm On Wed, Jan 13, 2010 at 5:15 PM, Michiel Beijen michiel.bei...@otrs.com wrote: I'm sorry for the issues you had with the new windows installers. There was an issue with the initial version we pushed out due to an error in our deployment progress. The file has been updated now, the file dated January 13th is working fine. You can download from http://ftp.otrs.org/pub/otrs or one of the mirrors. If you'd just move the files into the correct location you'll still have issues; you would have to use the new versions of the installers. I might be able to help you out trying to debug the output of the LDAP server, as stated in the link I posted. This is an annoying issue with the Perl libraries. Just contact me offline, I'll see what I can do for you. -- Michiel Beijen RD OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: André Mindermann CU@ CeBIT 2010 in Hannover (Germany) and get to know more about OTRS at booth no. C37, in hall 2 from March 2-6, 2010! http://bit.ly/4qLvqm On Wed, Jan 13, 2010 at 3:46 PM, JEWETT Boyd boyd.jew...@swift.com wrote: Michiel, When I switched to mod_perl the SSL issues began. If I disable mod_perl in the httpd.conf then the ldaps connections work correctly. I couldn't find the variable for mod_perl to set the language. Could you shed a little light on that for me? I attempted to use the new all in one install and had nothing but issues with it. Apache will not start correctly because it cannot find apache2-httpd-new.include.conf because it expects it at wherever you installed OTRS to\OTRS\scripts\ but it is actually at wherever you installed OTRS to\OTRS\otrs-2.4.6\scripts\. I fixed this issue then continued to run into more issues so I gave up on it and am returning to attempting to fix the mod_perl with my working installation of OTRS. With Regards, Boyd JEWETT -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Michiel Beijen Sent: Tuesday, January 12, 2010 3:20 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] SSL Error Hi Boyd, This confuses me a little. Could you please explain when exactly the issues with LDAPS started? When you switched to ActiveState or when you switched mod_perl on? In both cases, it might still be the same issue I pointed out: mod_perl - it could be that the language environment variable is different with or without mod_perl. Please try disabeling mod_perl to see if it helps. Activestate Perl - it could be that one of the SSL libs was not properly installed with ActiveState.. please check on that. Or, you can try the new all-singing all-dancing 'OTRSperl' windows-based installer which includes a custom built perl, mod_perl and all crypto modules you'd need. Feedback very welcome! See: http://otrs.org/releases/2.4.6/ -- Michiel Beijen RD OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: André Mindermann CU@ CeBIT 2010 in Hannover (Germany) and get to know more about OTRS at booth no. C37, in hall 2 from March 2-6, 2010! http://bit.ly/4qLvqm On Tue, Jan 12, 2010 at 8:22 PM, JEWETT Boyd boyd.jew...@swift.com wrote: Michiel, Thank you but this was not the fix for issue I'm having. Let me give a little more background to my issue. I'm using OTRS 2.4.5 on windows with ActiveState Perl 5.10.1 because I couldn't get StawberryPerl to install mod_perl. I
Re: [otrs] Upgrade to 2.4.6
I would like to add that all fastpl files have been renamed from .fpl to .pl in 2.4.6. (/opt/otrs/bin/fcgi-bin/) So fix ur apache config! Met vriendelijke groet, Gerrit Tamboer Halma Automatisering Email: ger...@halma.nl www: http://www.halma.nl/ This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using. From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of dnk Sent: woensdag 13 januari 2010 22:26 To: User questions and discussions about OTRS. Subject: Re: [otrs] Upgrade to 2.4.6 Typically, when an RPM updates a system, it will back up key config files, etc. Here is an article talking about .rpmnew and .rpmsave files, etc. and how to deal with them. http://www.linux.com/archive/feature/121476 D On 2010-01-13, at 1:09 PM, Stephan Lang wrote: Hi @all, as this is a recurring Question which kept me searching for a while before getting answered here, Id like to repeat my request to add a UPDATING or PATCHING file and point to this file in the UPGRADING and INSTALL files. Hi Marco, I cant follow you, would you mind explaining what you mean to Linux newbies like me? Yours sincerely p.p. Stephan Lang System Administrator Tel.: +49 9180 189-276 Fax.: +49 9180 189-55276 E-Mail: stephan.l...@bockonline.de Internet: http://www.bockonline.de Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Marco Vannini Gesendet: Mittwoch, 13. Januar 2010 20:39 An: User questions and discussions about OTRS. Betreff: Re: [otrs] Upgrade to 2.4.6 Hi both, I've just did it. as in similar operation with rpm(s) it will create file.ext.rpmnew... pay attention to that and move as appropriate. See You. MV On Wed, Jan 13, 2010 at 8:33 PM, Martin Edenhofer m...@otrs.com wrote: Hi Gordon, in patch level (e. g. 2.4.5 to 2.4.6) just upgrade the new RPM, restart your web server and everything is fine. 1) rpm -Uvh otrs-2.4.6.xxx.rpm 2) /etc/init.d/apache restart Done. -Martin On 13.01.2010, at 13:02, Gordon O'Brien wrote: My first install of otrs was 2.4.5. on Linux from an rpm package. I am interested in upgrading to v2.4.6 but I am unsure of the procedure. Do I follow the same procedure as for the 2.3 to 2.4 rpm upgrade in the Admin documentation? Thanks Gordon - 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/ Click here to report this email as spam. - 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] Upgrade to 2.4.6
For sure! We did that to address issue 3667 [http://bugs.otrs.org/show_bug.cgi?id=3667] : In some notifications, links were generated to [host][prefix]/index.pl - this would cause issues for FastCGI users. Therefore we decided to rename the fines in fcgi-bin to match with the files in cgi-bin. This should have been in the release notes... but I guess not that many people tend to use FastCGI. Regards, Michiel -- Michiel Beijen RD OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: André Mindermann CU@ CeBIT 2010 in Hannover (Germany) and get to know more about OTRS at booth no. C37, in hall 2 from March 2-6, 2010! http://bit.ly/4qLvqm On Thu, Jan 14, 2010 at 9:22 AM, Gerrit Tamboer ger...@halma.nl wrote: I would like to add that all fastpl files have been renamed from .fpl to .pl in 2.4.6. (/opt/otrs/bin/fcgi-bin/) So fix ur apache config! Met vriendelijke groet, Gerrit Tamboer Halma Automatisering Email: ger...@halma.nl www: http://www.halma.nl/ This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using. From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of dnk Sent: woensdag 13 januari 2010 22:26 To: User questions and discussions about OTRS. Subject: Re: [otrs] Upgrade to 2.4.6 Typically, when an RPM updates a system, it will back up key config files, etc. Here is an article talking about .rpmnew and .rpmsave files, etc. and how to deal with them. http://www.linux.com/archive/feature/121476 D On 2010-01-13, at 1:09 PM, Stephan Lang wrote: Hi @all, as this is a recurring Question which kept me searching for a while before getting answered here, I’d like to repeat my request to add a UPDATING or PATCHING file and point to this file in the UPGRADING and INSTALL files. Hi Marco, I can’t follow you, would you mind explaining what you mean to Linux newbie’s like me? Yours sincerely p.p. Stephan Lang System Administrator Tel.: +49 9180 189-276 Fax.: +49 9180 189-55276 E-Mail: stephan.l...@bockonline.de Internet: http://www.bockonline.de Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] im Auftrag von Marco Vannini Gesendet: Mittwoch, 13. Januar 2010 20:39 An: User questions and discussions about OTRS. Betreff: Re: [otrs] Upgrade to 2.4.6 Hi both, I've just did it. as in similar operation with rpm(s) it will create file.ext.rpmnew... pay attention to that and move as appropriate. See You. MV On Wed, Jan 13, 2010 at 8:33 PM, Martin Edenhofer m...@otrs.com wrote: Hi Gordon, in patch level (e. g. 2.4.5 to 2.4.6) just upgrade the new RPM, restart your web server and everything is fine. 1) rpm -Uvh otrs-2.4.6.xxx.rpm 2) /etc/init.d/apache restart Done. -Martin On 13.01.2010, at 13:02, Gordon O'Brien wrote: My first install of otrs was 2.4.5. on Linux from an rpm package. I am interested in upgrading to v2.4.6 but I am unsure of the procedure. Do I follow the same procedure as for the 2.3 to 2.4 rpm upgrade in the Admin documentation? Thanks Gordon - 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/ Click here to report this email as spam. - 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!
[otrs] Bind CI to Customer
Hello OTRS Community, I´m looking for a feature in OTRS to enable the mapping of an CI Item to a customer-user when he / she creates an ticket. Is it possible to have such a feature that the CI which is shown directly when the ticket is created by a user or if a phone ticket is created an the user / customer is chosen, that the CI is already mapped to enable the helpdesk to see the CI. Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: m...@timocom.com Internet: www.timocom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489- 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] Dashboard auto-refresh?
Hi Can this be achieved? Thanks Gordon Media Square plc or any of its subsidiary companies may not be held responsible for the content of this email as it may reflect the personal view of the sender and not that of the company. Should you receive this email in error, please notify the sender immediately and do not disclose, copy or distribute it. While Media Square plc scans all outbound emails for viruses, it cannot be held responsible for any infected files that you may receive. Media Square plc advises all recipients to virus scan any file attachments. Media Square Plc | Registered in England No.: 4006884 | Registered Office: 6 York Street, London, W1U 6PL - This email message has been scanned and delivered safely by Mimecast. -inline: 110011410334009301.gif- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] State change New to Open
Hi I understand that the default action in OTRS is that a ticket will only change from a new state to open if an email is raised against a new ticket. Is it possible to change the state to open if a ticket is either locked, a note added or owner changed? Thank you. Media Square plc or any of its subsidiary companies may not be held responsible for the content of this email as it may reflect the personal view of the sender and not that of the company. Should you receive this email in error, please notify the sender immediately and do not disclose, copy or distribute it. While Media Square plc scans all outbound emails for viruses, it cannot be held responsible for any infected files that you may receive. Media Square plc advises all recipients to virus scan any file attachments. Media Square Plc | Registered in England No.: 4006884 | Registered Office: 6 York Street, London, W1U 6PL - This email message has been scanned and delivered safely by Mimecast. -inline: 110011410380900301.gif- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] State change New to Open
Heya, A ticket will go from new to open when a e-mail external or note-external is added, it basically means that the customer needs to be informed before its going to open (e-mail-external = customer gets e-mail, note-external = customer can see into the note when logging into customer.pl) If u want all notes to be external notes u can change it in sysconfig. Frontend::Agent::Ticket::ViewNote Met vriendelijke groet, Gerrit Tamboer Halma Automatisering Email: ger...@halma.nl www: http://www.halma.nl/ This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using. From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gordon O'Brien Sent: donderdag 14 januari 2010 11:38 To: User questions and discussions about OTRS. Subject: [otrs] State change New to Open Hi I understand that the default action in OTRS is that a ticket will only change from a new state to open if an email is raised against a new ticket. Is it possible to change the state to open if a ticket is either locked, a note added or owner changed? Thank you. Media Square plc or any of its subsidiary companies may not be held responsible for the content of this email as it may reflect the personal view of the sender and not that of the company. Should you receive this email in error, please notify the sender immediately and do not disclose, copy or distribute it. While Media Square plc scans all outbound emails for viruses, it cannot be held responsible for any infected files that you may receive. Media Square plc advises all recipients to virus scan any file attachments. Media Square Plc | Registered in England No.: 4006884 | Registered Office: 6 York Street, London, W1U 6PL This email message has been scanned and delivered safely by Mimecast.image001.gif- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] New Install Response Questions
Hi Lance,
1: You can order the fields in the response by changing the
Ticket::Frontend::ResponseFormat template via Admin SysConfig
Frontend::Agent::Ticket::ViewCompose. Just move the fields around in a
way you feel is appropriate for your customers.
Outlook-style or TOFU (text over, full quote under) is:
$QData{Salutation}
$QData{StdResponse}
$QData{Signature}
$TimeShort{$QData{Created}} - $QData{OrigFromName} $Text{wrote}:
$QData{Body}
2: When you reply to a message via OTRS, by default all addressees of
the initial email will also receive a reply. For instance, if the
original email from Bob was addressed to OTRS, and to Joe, Jim and
John, OTRS will reply to Bob, Joe, Jim and John.
The problem here is to do this, OTRS will have to know what it's own
email address is.
You have to add any incoming email addresses to Admin Email
Adresses, if you do that, OTRS will no longer send replies to itself.
--
Michiel Beijen
RD
OTRS AG
Norsk-Data-Str 1.
61352 Bad Homburg
Germany
T: +31 (0) 6457 42418
F: +49 (0) 9421 56818-18
I: http://www.otrs.com/
Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751,
VAT ID: DE256610065
Chairman: Burchard Steinbild, Managing Board: André Mindermann
CU@ CeBIT 2010 in Hannover (Germany) and get to know more about OTRS
at booth no. C37, in hall 2 from March 2-6, 2010! http://bit.ly/4qLvqm
On Wed, Jan 13, 2010 at 7:00 PM, Lance Larson
la...@larsoncorporation.com wrote:
Have a few questions on a new install. Questions about response formatting
and a system response notification mail loop.
1) When clicking on a custom customer staff Response under Compose Answer
(email) inside a ticket. The customer response message is always below the
salutation (which I can understand) but ALSO under the customer's previous
message. Is there a way to remove the customer's previous message or change
its position in the response (file to edit?)?
2) When replying with followup to a customer ticket, both the answer we
provided and the standard customer acknowledgement email This email confirms
that we have received your follow-up are both provided to us again as
You got a follow up! notification messages. Appears OTRS send and from
address are the same and it replies to itself. Known issue, known fix, or
workaround with mail filter exclude?
Appreciate any feedback.
Highest Regards,
Lance Larson, Ph.D.
President and CEO
Larson Corporation, Inc.
A California Corporation
Phone: (949)-682-1200 x 101
Mobile: (949)-204-6062
E-mail: la...@larsoncorporation.com
Website: http://www.larsoncorporation.com
The information in the email is confidential, and intended solely for the
addressee. Access to this email by anyone else is unauthorized. Any copying
or further distribution beyond the original recipient is not intended, and
may be unlawful. The opinions enclosed are those of the sender, and do not
necessarily reflect those of Larson Corporation, Inc.
-
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[otrs] newbie questions
hi, i am a new to otrs. i have just had 2.4.6 deployed on a very high spec. linux box and while setting up email accounts through imap, thru the admin panel, i encountered a few issues that i am hoping someone would be able to answer: 1. what is a sub-queue and in what circumstance would one need it? does a new queue have to be a sub-queue of raw? 2. i am unable to ascertain the difference between roles and groups. can someone throw some more light on the same? 3. can multiple groups be assigned to a queue? i could only locate a drop-down to select a single queue. 4. even though i have configured several users, i can not see them from the users link. i have to visit users - groups link to list and configure users. 5. deactivating a signature disallows email ticket sending. is there a way to disable signature inclusion; from maybe sysconfig? regards, saurabh pande. - 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] State change New to Open
Hi, On 14.01.2010, at 11:38, Gordon O'Brien wrote: Is it possible to change the state to open if a ticket is either locked, a note added or owner changed? you might want to look at Ticket::EventModulePost###1-ForceStateChangeOnLock for having ticketstatus changed on lock action. For note and owner change please search in the Ssyconfig for RequiredLock. This will only allow these actions when the ticket has been locked, therefor it will be locked automatically when enter one of the related Views. All depending on your permissioning of course. Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project CU @ CeBIT 2010 in Hannover, Germany and get to know more about OTRS at booth no. C37 in hall 2 from March 2-6, 2010! - 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] State change New to Open
Thanks to all on this for the clarification and the tips. From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Nils Leideck - ITSM Sent: 14 January 2010 12:07 To: User questions and discussions about OTRS. Subject: Re: [otrs] State change New to Open Hi, On 14.01.2010, at 11:38, Gordon O'Brien wrote: Is it possible to change the state to open if a ticket is either locked, a note added or owner changed? you might want to look at Ticket::EventModulePost###1-ForceStateChangeOnLock for having ticketstatus changed on lock action. For note and owner change please search in the Ssyconfig for RequiredLock. This will only allow these actions when the ticket has been locked, therefor it will be locked automatically when enter one of the related Views. All depending on your permissioning of course. Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project CU @ CeBIT 2010 in Hannover http://www.otrs.com/en/news-and-press/news-details/article/otrs-auf-der -cebit-2010/?tx_ttnews%5BbackPid%5D=51cHash=c9381fe235 , Germany and get to know more about OTRS at booth no. C37 in hall 2 from March 2-6, 2010! Media Square plc or any of its subsidiary companies may not be held responsible for the content of this email as it may reflect the personal view of the sender and not that of the company. Should you receive this email in error, please notify the sender immediately and do not disclose, copy or distribute it. While Media Square plc scans all outbound emails for viruses, it cannot be held responsible for any infected files that you may receive. Media Square plc advises all recipients to virus scan any file attachments. Media Square Plc | Registered in England No.: 4006884 | Registered Office: 6 York Street, London, W1U 6PL - This email message has been scanned and delivered safely by Mimecast. -inline: 110011412484604701.gif- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] newbie questions
Hi, see answers below (embedded) regards Olivier Le 14/01/2010 12:55, Saurabh Pande a écrit : hi, i am a new to otrs. i have just had 2.4.6 deployed on a very high spec. linux box and while setting up email accounts through imap, thru the admin panel, i encountered a few issues that i am hoping someone would be able to answer: 1. what is a sub-queue and in what circumstance would one need it? does a new queue have to be a sub-queue of raw? Olivier: a sub queue is just a way to classify your queues , you could get a main one for a product for example, and sub queues for marketing or technical or components etc.. They do not need to be sub queues of raw (I would even suggest to keep Raw alone and then to dispatch tickets to other queues. 2. i am unable to ascertain the difference between roles and groups. can someone throw some more light on the same? Olivier: groups are relative to access rights to tickets/faq/admin etc... Users will have specific rights for each group allowing to only view tickets for example, or to create some. 3. can multiple groups be assigned to a queue? i could only locate a drop-down to select a single queue. Olivier: basic groups are automatically created with components (Core, ITSM etc..). Queues will be part of a single group (for access rights) 4. even though i have configured several users, i can not see them from the users link. i have to visit users - groups link to list and configure users. Olivier: in User Management you can search for users with a * , for exemple myus* will match for myuser . * alone will match all users 5. deactivating a signature disallows email ticket sending. is there a way to disable signature inclusion; from maybe sysconfig? Olivier: easiest is to create an empty signature and use this signature in your queue. regards, saurabh pande. - 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] Two otrs installation in one machine
Hi, I am in the process of upgrading OTRS from 2.1.3 to 2.4.5. I am also upgrading the mysql from 4.1 to 5.0. I am at a loss why I can't point to the new installation. T The web and perl files are in machine1 (RHEL, apache) , 4.1 database is in machine2 and 5.0 is in machine3. I created a new directory in machine1, pointing to the 5.0 database in machine3 in Config.pm. However, when I go to access the new otrs, it i still grabbing the current information from 4.1 database. I have done all the part needed for the database upgrade (sql dump, import, check, repair, run the otrs upgrade script). I have done all these in machine3. This is my current setup with otrs 2.1.3 and mysql 4.1: PerlRequire /web/mycurrentotrs/scripts/apache2-perl-startup.pl ScriptAlias /otrs/ /web/mycurrentotrs/bin/cgi-bin/ Alias /otrs-web/ /web/mycurrentotrs/var/httpd/htdocs/ I have created a new conf file for apache pointing to the new/test installation in the same machine (this is for otrs 2.4.5 and mysql 5.0) PerlRequire /web/mynewotrs/scripts/apache2-perl-startup.pl ScriptAlias /otrsnew/ /web/mynewotrs/bin/cgi-bin/ Alias /otrs-web/ /web/mynewotrs/var/httpd/htdocs/ However, when go to: http://mywebserver/otrsnew/index.pl it still points to the current database in machine2 (I was expecting some error messages). [For the test, I took a mysqldump from a week ago so in the new/test installation the data should be old.] It seems not be reading the information from the new folder ( I have some extra authentication script in Config.pm based on modperl which I have copied to the new Config.pm) Any idea? maybe there is some session variable in the web server that is pointing to the current directory. thanks, --sharif - 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] Two otrs installation in one machine
Hi Sharif, Unfortunately, if you use mod_perl, you are limited to running one OTRS instance per apache host. You can only have one module per apache instance, so it will cache your database settings, and use them for both OTRS instances. You could set up two apaches, or disable mod_perl. -- Michiel Beijen RD OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: André Mindermann CU@ CeBIT 2010 in Hannover (Germany) and get to know more about OTRS at booth no. C37, in hall 2 from March 2-6, 2010! http://bit.ly/4qLvqm On Thu, Jan 14, 2010 at 5:17 PM, sharif islam sharif.is...@gmail.com wrote: Hi, I am in the process of upgrading OTRS from 2.1.3 to 2.4.5. I am also upgrading the mysql from 4.1 to 5.0. I am at a loss why I can't point to the new installation. T The web and perl files are in machine1 (RHEL, apache) , 4.1 database is in machine2 and 5.0 is in machine3. I created a new directory in machine1, pointing to the 5.0 database in machine3 in Config.pm. However, when I go to access the new otrs, it i still grabbing the current information from 4.1 database. I have done all the part needed for the database upgrade (sql dump, import, check, repair, run the otrs upgrade script). I have done all these in machine3. This is my current setup with otrs 2.1.3 and mysql 4.1: PerlRequire /web/mycurrentotrs/scripts/apache2-perl-startup.pl ScriptAlias /otrs/ /web/mycurrentotrs/bin/cgi-bin/ Alias /otrs-web/ /web/mycurrentotrs/var/httpd/htdocs/ I have created a new conf file for apache pointing to the new/test installation in the same machine (this is for otrs 2.4.5 and mysql 5.0) PerlRequire /web/mynewotrs/scripts/apache2-perl-startup.pl ScriptAlias /otrsnew/ /web/mynewotrs/bin/cgi-bin/ Alias /otrs-web/ /web/mynewotrs/var/httpd/htdocs/ However, when go to: http://mywebserver/otrsnew/index.pl it still points to the current database in machine2 (I was expecting some error messages). [For the test, I took a mysqldump from a week ago so in the new/test installation the data should be old.] It seems not be reading the information from the new folder ( I have some extra authentication script in Config.pm based on modperl which I have copied to the new Config.pm) Any idea? maybe there is some session variable in the web server that is pointing to the current directory. thanks, --sharif - 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] Two otrs installation in one machine
On Thu, Jan 14, 2010 at 10:26 AM, Michiel Beijen michiel.bei...@otrs.com wrote: Hi Sharif, Unfortunately, if you use mod_perl, you are limited to running one OTRS instance per apache host. You can only have one module per apache instance, so it will cache your database settings, and use them for both OTRS instances. You could set up two apaches, or disable mod_perl. Ah!, yes, I am running mod_perl. Thanks for the response. I will try to setup another apache for test. --sharif - 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] Differences between the Escalation times
Hi Letty, http://doc.otrs.org/2.4/en/html/x1184.html There are three escalation time settings at the queue level. For 'Escalation - First Response Time': if there is not added a customer interaction, either email-external or phone, to a new ticket before the time defined here expires, the ticket is escalated. Escalation - Update Time: If there is an article added, such as a follow-up via e-mail or the customer portal, the escalation update time is reset. If there is no customer contact, either email-external or phone, added to a ticket before the time defined here expires, the ticket is escalated. Escalation - Solution Time: If the ticket is not set to closed before the time defined here expires, the ticket is escalated. -- Michiel Beijen RD OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: André Mindermann CU@ CeBIT 2010 in Hannover (Germany) and get to know more about OTRS at booth no. C37, in hall 2 from March 2-6, 2010! http://bit.ly/4qLvqm On Thu, Jan 14, 2010 at 8:23 AM, Namwoonde, Letty namwoon...@telecom.na wrote: Hi all I would like to get a clear difference in the definition on the escalation times. - First response time - Update time - Solution time Thanks Regards Letty - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Tickets ReOpening
Hi Christopher, You are 100% right. Changing the Follow up options will change it for ALL ticket states (open, lock, unlock, and closed). Therefore, not the solution we are looking for. I am experiencing the same issue here. Please let me know if you figure this out (I will let you know as well if I do). Thanks! Jose Luis Spahr From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Christopher Ross Sent: Wednesday, January 13, 2010 4:14 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Tickets ReOpening If I change the Follow up option to New Ticket or Reject, won't that change it for all follow ups, not just when the ticket is closed? I still want follow ups to be available but only while the ticket is open. From: LQ Marshall [mailto:qmarsh...@inetspace.net] Sent: Wednesday, January 13, 2010 1:55 PM To: 'User questions and discussions about OTRS.' Subject: Re: [otrs] Tickets ReOpening On 13.01.2010, at 00:37, Christopher Ross wrote: Is there any way to disable the reopening of tickets by email once they are already closed? snip Log in with admin rights, go to ADMIN:QUEUES, select the queue in question and modify the follow-up option as needed. LQ - 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] State change New to Open
Hi Gordon, Here is the answer you are looking for: From my notes: To add the option on NOTE for changing the state of ticket, go to: Frontend::Agent::Ticket::ViewNote Then -- Ticket::Frontend::AgentTicketNote###State: YES -- Update After adding this, you will have the otion to change the state of a ticket under notes. Thanks! Jose Luis Spahr From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gordon O'Brien Sent: Thursday, January 14, 2010 4:49 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] State change New to Open Thanks to all on this for the clarification and the tips. From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Nils Leideck - ITSM Sent: 14 January 2010 12:07 To: User questions and discussions about OTRS. Subject: Re: [otrs] State change New to Open Hi, On 14.01.2010, at 11:38, Gordon O'Brien wrote: Is it possible to change the state to open if a ticket is either locked, a note added or owner changed? you might want to look at Ticket::EventModulePost###1-ForceStateChangeOnLock for having ticketstatus changed on lock action. For note and owner change please search in the Ssyconfig for RequiredLock. This will only allow these actions when the ticket has been locked, therefor it will be locked automatically when enter one of the related Views. All depending on your permissioning of course. Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.netmailto:nils.leid...@leidex.net nils.leid...@otrs.commailto:nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project CU @ CeBIT 2010 in Hannoverhttp://www.otrs.com/en/news-and-press/news-details/article/otrs-auf-der-cebit-2010/?tx_ttnews%5BbackPid%5D=51cHash=c9381fe235, Germany and get to know more about OTRS at booth no. C37 in hall 2 from March 2-6, 2010! [cid:image001.gif@01CA94FA.20825E30]http://www.mediasquare.co.uk Media Square plc or any of its subsidiary companies may not be held responsible for the content of this email as it may reflect the personal view of the sender and not that of the company. Should you receive this email in error, please notify the sender immediately and do not disclose, copy or distribute it. While Media Square plc scans all outbound emails for viruses, it cannot be held responsible for any infected files that you may receive. Media Square plc advises all recipients to virus scan any file attachments. Media Square Plc | Registered in England No.: 4006884 | Registered Office: 6 York Street, London, W1U 6PL This email message has been scanned and delivered safely by Mimecasthttp://www.mimecast.co.uk. inline: image001.gif- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] install authen::SASL
I'm having toruble installing Authen::SASL into cpan.bat on a windows server environment I run the command and get the following error message see below what am I doing wrong. cpan shell -- CPAN exploration and modules installation (v1.9301) ReadLine support enabled cpan install Authen::SASL Database was generated on Wed, 13 Jan 2010 21:47:57 GMT Running install for module 'Authen::SASL' Running make for G/GB/GBARR/Authen-SASL-2.13.tar.gz Fetching with LWP: http://cpan.strawberryperl.com/authors/id/G/GB/GBARR/Authen-SASL-2.13.tar.gz Fetching with LWP: http://cpan.strawberryperl.com/authors/id/G/GB/GBARR/CHECKSUMS Checksum for C:\strawberry\cpan\sources\authors\id\G\GB\GBARR\Authen-SASL-2.13.t ar.gz ok Scanning cache C:\strawberry\cpan\build for sizes DONE CPAN.pm: Going to build G/GB/GBARR/Authen-SASL-2.13.tar.gz Checking if your kit is complete... Looks good ... Detected uninstalled Perl. Trying to continue. Unable to find a perl 5 (by these names: C:\Program Files\OTRS\StrawberryPerl\pe rl\bin\perl.exe perl.exe perl5.exe perl5.10.0.exe miniperl.exe, in these dirs: . C:\WINDOWS\system32 C:\WINDOWS C:\WINDOWS\System32\Wbem C:\strawberry\perl\bin) Have C:\Program Files\OTRS\StrawberryPerl\perl\lib\Config.pm expected C:\strawbe rry\perl\lib\Config.pm Writing Makefile for Authen::SASL The system cannot find the path specified. GBARR/Authen-SASL-2.13.tar.gz C:\strawberry\c\bin\dmake.EXE -- NOT OK Running make test Can't test without successful make Running make install Make had returned bad status, install seems impossible Failed during this command: GBARR/Authen-SASL-2.13.tar.gz: make NO Michael D Mitchell Sixth Avenue Electronics Help Desk / Tech 973-924-8669 Office - 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] Ticket Format Issues
Hello World, I have upgraded from 2.3.x to 2.4.5, and there seems to be a slight issue. When a new ticket is created the formatting is lost. As you can see from the example below, this is just a bit strange. Any suggestions as to where I should look, or any additional information that you would think might be useful? Thanks, Tom From: Testy Test To: Supported Subject: Test of format Created: 01/14/2010 11:06:18 We are just testing format here. Up to this point we have had a single line with two spaces after each period. The line has wrapped one time in the text editor and just wrapped a second time. Now I am starting a second paragraph to see if we get paragraph spacing. I hope that the spacing will give one line between the sentence ending with second time. and the start of the second paragraph starting with Now I am Tom Tom Martinson - 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] Sorting By CustomerID
I am trying to change the way that the Queue is sorted so that I can see all tickets from a specific Customer ID all together. I saw that if you go into the sysconfig and the Ticket::Frontend::Agent::Ticket::ViewQueue you can change the sort to Age, Priority, Queue, Subject, Ticket a whole bunch of Free Texts. Is there a way to add the Customer ID option here or is there another way to get what I need by editing the config files. Thanks. - 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] Disabling CC-field when composing a reply (sysconfig doesn't work)
Hi, I am using OTRS 2.4.4 and am quite happy with it. But in one queue (and this is the only one of 10 configured pretty much the same) the CC-field always get's populated with the OTRS-address the tickets were sent to, e.g. supp...@domain.tld. Why? It's quite annoying, because the reply would fill up the queue, if you don't delete the content of the CC-field. I already found other question's regarding this problem from early 2009, but the suggested sysconfig option-change won't work. (SysConfig - Ticket - Frontend::Agent::Ticket::ViewCompose at Ticket::Frontend::ComposeExcludeCcRecipients) How to disable this? Is there a solution yet? Thanks in advance best regards, Thomas Lutz - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Disabling CC-field when composing a reply (sysconfig doesn't work)
Hi Thomas, Go to the archive files for otrs and look into the below post, the answer you are looking for is there. http://lists.otrs.org/pipermail/otrs/2010-January/030198.html Thanks! Jose Luis Spahr From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Thomas Lutz Sent: Thursday, January 14, 2010 10:35 AM To: otrs@otrs.org Subject: [otrs] Disabling CC-field when composing a reply (sysconfig doesn't work) Hi, I am using OTRS 2.4.4 and am quite happy with it. But in one queue (and this is the only one of 10 configured pretty much the same) the CC-field always get's populated with the OTRS-address the tickets were sent to, e.g. supp...@domain.tld. Why? It's quite annoying, because the reply would fill up the queue, if you don't delete the content of the CC-field. I already found other question's regarding this problem from early 2009, but the suggested sysconfig option-change won't work. (SysConfig - Ticket - Frontend::Agent::Ticket::ViewCompose at Ticket::Frontend::ComposeExcludeCcRecipients) How to disable this? Is there a solution yet? Thanks in advance best regards, Thomas Lutz - 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] Unknown column 'sla_id' in 'field list'
Hello people, Starting today we're getting the folllowing errors when trying to move a ticket between queues: Unknown column 'sla_id' in 'field list', SQL: 'UPDATE ticket SET escalation_update_time = ? WHERE id = ?' Unknown column 'sla_id' in 'field list', SQL: 'UPDATE ticket SET freekey6 = ?, freetext6 = ?, change_time = current_timestamp, change_by = ? WHERE Unknown column 'sla_id' in 'field list', SQL: 'UPDATE ticket SET freekey5 = ?, freetext5 = ?, change_time = current_timestamp, change_by = ? WHERE Unknown column 'sla_id' in 'field list', SQL: 'UPDATE ticket SET freekey2 = ?, freetext2 = ?, change_time = current_timestamp, change_by = ? WHERE Unknown column 'sla_id' in 'field list', SQL: 'UPDATE ticket SET freekey1 = ?, freetext1 = ?, change_time = current_timestamp, change_by = ? WHERE Unknown column 'sla_id' in 'field list', SQL: 'UPDATE ticket SET escalation_time = ? WHERE id = ?' Unknown column 'sla_id' in 'field list', SQL: 'UPDATE ticket SET escalation_solution_time = ? WHERE id = ?' Unknown column 'sla_id' in 'field list', SQL: 'UPDATE ticket SET escalation_response_time = ? WHERE id = ?' Has anyone faced the same issue? Any help on how to solve it is much appreciated Thanks, Leonardo Certuche - 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] Can I make subtypes of ticket Types?
I hope this is an appropriate area to voice this question. If not, can someone direct me to the proper place please. I've turned on ticket Types, and I wanted to create subtypes that are linked, similar to the way Services and SLA work together. What I'd like to be able to is this: I enter a type, let's say High Speed Internet When I do that, it then gives me a list of additional options, like Manual Authentication, Power Outage, Incorrect Password, etc. If I select a different type, say Multimedia It then gives me different subtypes, for example: Video won't display, Links not working, etc. I may even want to be able to create subtypes of the subtypes. Is this even possible? Thank you guys for your time, -Garren - 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] After Configuring IIS with PerlEx, not able to make changes in Sysconfig :(
Hello Everyone, I am running otrs 2.4.5 on windows 2008. Yesterday I configured my IIS 7 with PerlEx, OTRS application is running fine, Speed is also improved but i am facing one strange problem - I am not able to make any changes in sysconfig, changes are not being saved. Even when i click on New button to add a new field in any config file, only the page gets refreshed nothing happened :( After this I again switched back to normal Perl (Without PerlEx), Everything is working fine. Please guide me what mistake i am doing here. I have followed this blog to configure PerlEx: http://blogs.iis.net/wadeh/archive/2009/04/13/running-perl-on-iis-7.aspx Regards A G =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - 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] Can I make subtypes of ticket Types?
Short answer is no. But you can use FreeTextFields, display them in ticket creation view and display needed selection items using ALC's. On Fri, Jan 15, 2010 at 2:08 AM, Garren McKelvey gmckel...@roomlinx.comwrote: I hope this is an appropriate area to voice this question. If not, can someone direct me to the proper place please. I’ve turned on ticket Types, and I wanted to create subtypes that are linked, similar to the way Services and SLA work together. What I’d like to be able to is this: I enter a type, let’s say High Speed Internet When I do that, it then gives me a list of additional options, like Manual Authentication, Power Outage, Incorrect Password, etc. If I select a different type, say Multimedia It then gives me different subtypes, for example: Video won’t display, Links not working, etc. I may even want to be able to create subtypes of the subtypes. Is this even possible? Thank you guys for your time, -Garren - 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/ -- regards, Mihail - 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] After Configuring IIS with PerlEx, not able to make changes in Sysconfig :(
Hi A G, after I changed from Perl to PerlEx I faced the same problem. But when I change any value in the SysConfig and I restart the IIS afterwards, the values are accepted. Johannes -Ursprüngliche Nachricht- Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Arpit2 G Gesendet: Freitag, 15. Jänner 2010 05:09 An: otrs@otrs.org Betreff: [otrs] After Configuring IIS with PerlEx, not able to make changes in Sysconfig :( Hello Everyone, I am running otrs 2.4.5 on windows 2008. Yesterday I configured my IIS 7 with PerlEx, OTRS application is running fine, Speed is also improved but i am facing one strange problem - I am not able to make any changes in sysconfig, changes are not being saved. Even when i click on New button to add a new field in any config file, only the page gets refreshed nothing happened :( After this I again switched back to normal Perl (Without PerlEx), Everything is working fine. Please guide me what mistake i am doing here. I have followed this blog to configure PerlEx: http://blogs.iis.net/wadeh/archive/2009/04/13/running-perl-on-iis-7.aspx Regards A G =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - 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] After Configuring IIS with PerlEx, not able to make changes in Sysconfig :(
Hello Astner, But in my case even when i click on New button, Blank field is not coming. Did you find any other issues apart from Sysconfig. Rest of the features are working perfectly for you ??? did u find any other isues? Arpit Gupta From: Astner Johannes johannes.ast...@acp.at To: User questions and discussions about OTRS. otrs@otrs.org Date: 01/15/2010 01:04 PM Subject:Re: [otrs] After Configuring IIS with PerlEx, not able to make changes in Sysconfig :( Sent by:otrs-boun...@otrs.org Hi A G, after I changed from Perl to PerlEx I faced the same problem. But when I change any value in the SysConfig and I restart the IIS afterwards, the values are accepted. Johannes -Ursprüngliche Nachricht- Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Arpit2 G Gesendet: Freitag, 15. Jänner 2010 05:09 An: otrs@otrs.org Betreff: [otrs] After Configuring IIS with PerlEx, not able to make changes in Sysconfig :( Hello Everyone, I am running otrs 2.4.5 on windows 2008. Yesterday I configured my IIS 7 with PerlEx, OTRS application is running fine, Speed is also improved but i am facing one strange problem - I am not able to make any changes in sysconfig, changes are not being saved. Even when i click on New button to add a new field in any config file, only the page gets refreshed nothing happened :( After this I again switched back to normal Perl (Without PerlEx), Everything is working fine. Please guide me what mistake i am doing here. I have followed this blog to configure PerlEx: http://blogs.iis.net/wadeh/archive/2009/04/13/running-perl-on-iis-7.aspx Regards A G =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - 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/ =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs-de] OTRS 2.4.6 Statusview
Hallo, Irgendwie wird nach dem Update auf 2.4.6. im Statusview statt der Kundennummer und dem Kundenname nur noch die Nummer angezeigt. Konnte man das irgendwo umstellen. Danke Denis Mit freundlichen Grüßen Denis Häußer Administration/Softwareentwicklung fon: +49 3671 5385-0 fax: +49 3671 5385-85 mail: dhaeus...@lmz-soft.de web: http://www.lmz-soft.de Firmensitz: Remschützer Str. 1, 07318 Saalfeld / Saale Registergericht: Amtsgericht Gera, HRB 500 838 Vorstand: Dipl.-Ing. Dirk T. Zunkel, Thomas Schulze Vorstandsvorsitzender: Dirk T. Zunkel Aufsichtsratsvorsitzender: Rechtsanwalt Stefan Blum Wichtiger Hinweis: Diese Information ist für den Gebrauch durch die Person oder die Firma/Organisation bestimmt, die in der Empfängeradresse benannt ist. Wenn Sie nicht der angegebene Empfänger sind, nehmen Sie bitte zu Kenntnis, dass Weitergabe, Kopieren, Verteilung oder Nutzung des Inhalts dieser E-Mail-Übertragung unzulässig ist. Falls Sie diese E-Mail irrtümlich erhalten haben, benachrichtigen Sie den Absender bitte unverzüglich und vernichten Sie diese Mail. inline: lmz.jpg- OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
[otrs-de] Benachrichtigung Variablen
Hallo, gibt es eine Variable für den Text des letzten ArticleCreate? Es gibt nur OTRS_Agent_Body und OTRS_CUSTOMER_Body des letzten Artikel. Ich kann aber vorher noch nicht sagen ob es vom Agent oder Customer kommt. Viele Grüße Christian smime.p7s Description: S/MIME cryptographic signature - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
Re: [otrs-de] Defaultqueue für Customer hinterlegen 2.4.5
Hallo Nils, vielen Dank hat funktioniert, musste aber noch unter CustomerPanelOwnSelection: die Queue als einzige Queue hinterlegen. Gibt es auch eine Möglichkeit um den Typ schon beim Aufruf vorzugeben? Oder wo kann ich andernfalls einstellen dass der Typ nicht mandatory ist sondern mit einem Defaultwert belegt wird falls er nicht angegeben wird? Gruß, Reinhard Von: otrs-de-boun...@otrs.org [mailto:otrs-de-boun...@otrs.org] Im Auftrag von Nils Leideck - ITSM Gesendet: Donnerstag, 14. Jänner 2010 01:27 An: User questions and discussions about OTRS.org in German Betreff: Re: [otrs-de] Defaultqueue für Customer hinterlegen 2.4.5 Hi, On 13.01.2010, at 13:18, Alexander Halle wrote: Konrad, Reinhard schrieb: kann mir jemand sagen was ich wo einstellen muss damit der Kunde keine Queue auswählen kann und das Ticket immer in einer von mir vorgegebene Queue landet? Habe es bis jetzt geschafft das er nur eine Queue auswählen kann er soll das AN:-Feld aber am besten erst gar nicht sehen. Hallo Reinhard, ich glaube nicht, dass das einstellbar ist. Kannst du statt dessen das Template CustomerTicketMessage.dtl so anpassen, dass das Feld vorbelegt wird und außerdem nicht angezeigt wird ? geschickter wäre es die Action anzupassen ... Action=CustomerTicketMessageSubaction=StoreNewDest=5%7C%7CServicedesk (wobei 5 die DB ID der Queue ist und Servicedesk der Queuename) Zum Beispiel unter: Config Options: Ticket - Frontend::Customer::ModuleRegistration und dann CustomerFrontend::Module###CustomerTicketMessage Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.netmailto:nils.leid...@leidex.net nils.leid...@otrs.commailto:nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project CU @ CeBIT 2010 in Hannoverhttp://www.otrs.com/en/news-and-press/news-details/article/otrs-auf-der-cebit-2010/?tx_ttnews%5BbackPid%5D=51cHash=c9381fe235, Germany and get to know more about OTRS at booth no. C37 in hall 2 from March 2-6, 2010! - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
Re: [otrs-de] OTRS 2.4.6 Statusview
Hi, On 14.01.2010, at 17:07, Denis Häußer wrote: Irgendwie wird nach dem Update auf 2.4.6. im Statusview statt der Kundennummer und dem Kundenname nur noch die Nummer angezeigt. Konnte man das irgendwo umstellen. das kannst Du in der entsprechenden Template Datei ändern, da sind noch viele viele weiter Beispiele drin. Du solltest ein seperates Theme anlegen, dann überschreibst Du bei einem Patchlevel-Update Deine Änderungen nicht mehr !! Siehe hier: http://doc.otrs.org/2.0/de/html/c1581.html Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de / a Fractal project CU @ CeBIT 2010 in Hannover, Germany and get to know more about OTRS at booth no. C37 in hall 2 from March 2-6, 2010! - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
Re: [otrs-de] Defaultqueue für Customer hinterlegen 2.4.5
Hi, On 14.01.2010, at 18:17, Konrad, Reinhard wrote: vielen Dank hat funktioniert, musste aber noch unter CustomerPanelOwnSelection: die Queue als einzige Queue hinterlegen. Geht natürlich, gilt dann allerdings für alle Kunden ... Evtl. helfen Die ACLs dabei es etwas granularer zu gestalten: http://faq.otrs.org/otrs/public.pl?Action=PublicFAQItemID=68 Gibt es auch eine Möglichkeit um den Typ schon beim Aufruf vorzugeben? Selbe Konfiguration nur als zusätzliche Option ein TypeID=1 mit in die URL wobei 1 die DB-ID ist. Oder wo kann ich andernfalls einstellen dass der Typ nicht mandatory ist sondern mit einem Defaultwert belegt wird falls er nicht angegeben wird? Nicht mandatory kannst Du den Typen nur dadurch machen daß Du das Template für CustomerTicketMessage anpasst und das Stückchen JavaScript code kommentierst. Einen FallBack-Typen kannst Du leider nicht anlegen. Du solltest auch vorher mal auf die Datenbank gucken ob das Feld für den Typen nicht auf NOT NULL steht, das weiß ich nicht auswendig. Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com LeideX.net Nils Leideck - ITSM Greesbergstr. 11 D - 50668 Köln Altstadt-Nord Mobile : +49 (0) 173 2733 892 Tel.: +49 (0) 221 1689 6910 FAX : +49 (0) 221 2711 285 Geschäftssitz: Köln Altstadt-Nord, Amtsgericht: Köln, HRB 10751 Steuernummer: 215/5102/2272, IdNr: 49 303 782 567 http://webint.cryptonode.de / a Fractal project CU @ CeBIT 2010 in Hannover, Germany and get to know more about OTRS at booth no. C37 in hall 2 from March 2-6, 2010! - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
[otrs-de] Benachrichtigung Variablen
Hallo, gibt es eine Variable für den Text des letzten ArticleCreate? Es gibt nur OTRS_Agent_Body und OTRS_CUSTOMER_Body des letzten Artikel. Ich kann aber vorher noch nicht sagen ob es vom Agent oder Customer kommt. Viele Grüße Christian smime.p7s Description: S/MIME cryptographic signature - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
[otrs-de] rollen und rechte ?
hi @all ich hab eine user= a gruppen = g1, g2, g3 queues = q1, q2, q3 rollen = r1 die q1 gehört der gruppe g1, q2 der gruppe g2 usw... in der rolle r1 sind alle gruppen mit (ro)-recht drin user a ist in keiner gruppe user a ist in der rolle r1 frage: warum sieht der user a nicht alle tickets aus allen queues read only in seiner ticket-view-ansicht ? ps: über die suche mit * findet er alle tickets in allen queues auf die er ro-recht über seine rolle hat ach so, otr 2.4.5 danke für die hilfe ;) - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
Re: [otrs-de] OTRS 2.4.6 Statusview
Hallo Nils,
bei der Installation wurde ein eigenes Thema für die Firma erstellt, welches
auch immer noch aktiv ist.
In der Datei AgentTicketOverviewSmall.dtl
td
a
href=$Env{Baselink}Action=AgentTicketCustomerTicketID=$QData{TicketID}
onmouseover=window.status='$JSText{Customer hi
div
title=$QData{CustomerID}$QData{CustomerID,15}/div
/a
div
title=$QData{CustomerName}$QData{CustomerName,15}/div
/td
steht ja auch noch alles richtig drin nur schein der CustomerName nicht mehr
gefüllt zu werden.
Von: otrs-de-boun...@otrs.org [mailto:otrs-de-boun...@otrs.org] Im Auftrag von
Nils Leideck - ITSM
Gesendet: Donnerstag, 14. Januar 2010 19:15
An: User questions and discussions about OTRS.org in German
Betreff: Re: [otrs-de] OTRS 2.4.6 Statusview
Hi,
On 14.01.2010, at 17:07, Denis Häußer wrote:
Irgendwie wird nach dem Update auf 2.4.6. im Statusview statt der
Kundennummer und dem Kundenname nur noch die Nummer angezeigt. Konnte man das
irgendwo umstellen.
das kannst Du in der entsprechenden Template Datei ändern, da sind noch viele
viele weiter Beispiele drin.
Du solltest ein seperates Theme anlegen, dann überschreibst Du bei einem
Patchlevel-Update Deine Änderungen nicht mehr !!
Siehe hier: http://doc.otrs.org/2.0/de/html/c1581.html
Nils Leideck
--
Nils Leideck
Senior Consultant
nils.leid...@leidex.net
nils.leid...@otrs.com
http://webint.cryptonode.de / a Fractal project
CU @ CeBIT 2010 in Hannover
http://www.otrs.com/en/news-and-press/news-details/article/otrs-auf-der-cebit-2010/?tx_ttnews%5BbackPid%5D=51cHash=c9381fe235
, Germany and get to know more about OTRS
at booth no. C37 in hall 2 from March 2-6, 2010!
Mit freundlichen Grüßen
Denis Häußer
Administration/Softwareentwicklung
fon: +49 3671 5385-0
fax: +49 3671 5385-85
mail: dhaeus...@lmz-soft.de
web: http://www.lmz-soft.de
Firmensitz: Remschützer Str. 1, 07318 Saalfeld / Saale
Registergericht: Amtsgericht Gera, HRB 500 838
Vorstand: Dipl.-Ing. Dirk T. Zunkel, Thomas Schulze
Vorstandsvorsitzender: Dirk T. Zunkel
Aufsichtsratsvorsitzender: Rechtsanwalt Stefan Blum
Wichtiger Hinweis:
Diese Information ist für den Gebrauch durch die Person oder die
Firma/Organisation bestimmt, die in der Empfängeradresse benannt ist.
Wenn Sie nicht der angegebene Empfänger sind,
nehmen Sie bitte zu Kenntnis, dass Weitergabe, Kopieren, Verteilung
oder Nutzung des Inhalts dieser E-Mail-Übertragung unzulässig ist.
Falls Sie diese E-Mail irrtümlich erhalten haben, benachrichtigen Sie
den Absender bitte unverzüglich und vernichten Sie diese Mail.
inline: lmz.jpg-
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