Re: [otrs] Microsoft Exchange like customer email read confirmation
You are both right. The point is that OTRS is still in pilot phase .. meaning that it is not unpossible that we change the product if it does not do the job ... From my point of view OTRS is the job in a very good way, but I don't know what kind of decision can be taken in the future ... That's why I am trying to match all customers requests at their nearest ... But I totally agree with you ... it is a good reflexion ... In the other hand people here were looking with Outlook and want to have the same behavior with OTRS ... And that part is a communication one that is really important (and that, we, project managers, admins, and so on are not really aware of) Cheers Philippe World Intellectual Property Organization Disclaimer: 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. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] how to change the title of the print : OTRS
Many thanks Michiel I will seat with the system admin and look what we can do for that. Have a nice day Philippe Philippe Martignier Communications Division Customer Service Section Email : philippe.martign...@wipo.intmailto:philippe.martign...@wipo.int Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: 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. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] How to delete CI's
It is not so easy I think, depending if you have defined linkage between items too... BTW, deleting all records in configitem* tables should be enough but then, as told before, there should be still records in links* tables. ftp://ftp.otrs.org/pub/otrs/misc/otrs-2.4-database.png could you give an idea on what is where... ;) (don't forget to do a backup before any activity ... ) MV On Wed, Jan 20, 2010 at 8:46 AM, Arpit2 G arpit...@tcs.com wrote: Hello Marco, I do not want to delete my Agent data, Queue details etc.. Is there any method by which i can only delete the CI's and tickets. Thanks Regards Arpit Gupta -otrs-boun...@otrs.org wrote: - To: User questions and discussions about OTRS. otrs@otrs.org From: Marco Vannini marco.vann...@gmail.com Sent by: otrs-boun...@otrs.org Date: 01/20/2010 01:09PM Subject: Re: [otrs] How to delete CI's if CI and ticket are not the only thing that have to be deleted drop database otrs from mysql; and proceed with steps 3.2.4.2. Installing the OTRS database manually from http://doc.otrs.org/2.4/en/html/x531.html On Tue, Jan 19, 2010 at 1:59 PM, Arpit2 G arpit...@tcs.com wrote: Hello Everyone, I have completed the testing of OTRS in my environment, now i want to delete the CI's and Tickets from System. for tickets i guess we can delete them by Generic Agent, Please guide me how to delete the CI's. 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 mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] How to delete CI's
sorry, there right db schema is in http://doc.otrs.org/itsm/1.3/en/html/c427.html On Wed, Jan 20, 2010 at 11:00 AM, Marco Vannini marco.vann...@gmail.comwrote: It is not so easy I think, depending if you have defined linkage between items too... BTW, deleting all records in configitem* tables should be enough but then, as told before, there should be still records in links* tables. ftp://ftp.otrs.org/pub/otrs/misc/otrs-2.4-database.png could you give an idea on what is where... ;) (don't forget to do a backup before any activity ... ) MV On Wed, Jan 20, 2010 at 8:46 AM, Arpit2 G arpit...@tcs.com wrote: Hello Marco, I do not want to delete my Agent data, Queue details etc.. Is there any method by which i can only delete the CI's and tickets. Thanks Regards Arpit Gupta -otrs-boun...@otrs.org wrote: - To: User questions and discussions about OTRS. otrs@otrs.org From: Marco Vannini marco.vann...@gmail.com Sent by: otrs-boun...@otrs.org Date: 01/20/2010 01:09PM Subject: Re: [otrs] How to delete CI's if CI and ticket are not the only thing that have to be deleted drop database otrs from mysql; and proceed with steps 3.2.4.2. Installing the OTRS database manually from http://doc.otrs.org/2.4/en/html/x531.html On Tue, Jan 19, 2010 at 1:59 PM, Arpit2 G arpit...@tcs.com wrote: Hello Everyone, I have completed the testing of OTRS in my environment, now i want to delete the CI's and Tickets from System. for tickets i guess we can delete them by Generic Agent, Please guide me how to delete the CI's. 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 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] Change Server Name
Hi all, I need to change the name server where is my OTRS application I just need to change the FQDN in the module Framework::Core? Or I must do another change ? Thanks Sébastien Bory Administrateur réseaux NCI-les centres d'affaires Bienvenue chez vous - Just welcome ! 59 Rue des Petits Champs 75001 Paris Tel 33(0) 1 73 77 53 41 Fax 33(0) 1 73 77 55 56 Port: 33(0) 6 78 93 28 66 Mail : mailto:s...@groupenci.com s.b...@groupenci.com Web: http://www.groupenci.com/ www.groupenci.com cid:image001.gif@01C9F35E.16F7E530 Ce message et toutes les pièces jointes sont établis a l'intention exclusive de ses destinataires et sont confidentiels. Si vous recevez ce message par erreur, merci de le détruire et d'en avertir immédiatement l'expéditeur. Toute utilisation de ce message non conforme à sa destination, toute diffusion ou toute publication, totale ou partielle, est interdite, sauf autorisation expresse. L'internet ne permettant pas d'assurer l'intégrité de ce message, NCI décline toute responsabilité au titre de ce message, dans l'hypothèse ou il aurait été modifié. This message and any attachments are intended solely for the addressees and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. NCI shall not therefore be liable for the message if modified. 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] Static or Dynamic database management
Hi There, Can anyone tell me what is difference between Static and Dynamic database management in OTRS and when should we switch to Static database management? Thanks for your time. Rab - 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] OTRS not able to fetchmails from IMAP
Hi there, I have a bib problem. I have updatet OTRS from 2.4.5 - 2.4.6 and since the update the fetching of the e-mails is not working correctly. I have configured the postmaster to fetch mails every minute but it is not working anyway. Are there any changes from 2.4.5 to 2.4.6 concerning the postmaster script to fetch mails? 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] Ubuntu OTRS version
Hello, I'm currently running Ubuntu Server 9.10 and have only 2.3.4 version of OTRS on it. Is there a tuto to install the last release of OTRS on Ubuntu 9.10 ? Thanks Thierry - 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] Ubuntu OTRS version
* TISSOT, Thierry thierry.tis...@exacompta.com: Hello, I'm currently running Ubuntu Server 9.10 and have only 2.3.4 version of OTRS on it. Is there a tuto to install the last release of OTRS on Ubuntu 9.10 ? The INSTALL file applies. That's how I did it here -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.de - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Address Book Search not working
We recently upgraded our mail server to Exchange 2007. Since making this change the Address Book search feature in OTRS does not work. If you enter an name and click search it dos not return any results. Anyone have this issue before? Thanks, Gary Disclaimer: The information supplied in this message may be legally privileged. If you are not the intended recipient of this message, the sender does not intend delivery to you to waive any privilege or right pertaining to this message. If you have received this message in error, please immediately notify the sender by return e-mail, and delete the errant message. 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] Spell Checker feature
Hi Marco, Yes, I do have ispell installed on my system (Red Hat 5.5 E.) under \usr\bin\ispell Am I still missing something? Thanks! Jose Luis Spahr From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Marco Vannini Sent: Tuesday, January 19, 2010 11:42 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Spell Checker feature Hi, You should be sure be have ispell or aspell installed on your system (talking about *nix) with the related dictionary if not en MV On Wed, Jan 20, 2010 at 1:33 AM, Jose Luis Spahr joseluis.sp...@on24.commailto:joseluis.sp...@on24.com wrote: Hi List, Has someone used the SpellCheker feature? I have the Spell Checker feature enabled but don't seem to find how to use it, am I missing something here? Thank you ALL in advance for your help. Thanks! Jose Luis Spahr - 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] Spell Checker feature
So try to uncomment # installed dict catalog (check your insalled catalogues, e. g. deutsch -= german!) # dict = frontend (ispell) #'english' = 'English', #'deutsch' = 'Deutsch', #'italian' = 'Italian', in Config.pm in $OTRS_HOME/Kernel and restart apache LMK MV On Wed, Jan 20, 2010 at 5:28 PM, Jose Luis Spahr joseluis.sp...@on24.comwrote: Hi Marco, Yes, I do have ispell installed on my system (Red Hat 5.5 E.) under \usr\bin\ispell Am I still missing something? Thanks! Jose Luis Spahr *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of *Marco Vannini *Sent:* Tuesday, January 19, 2010 11:42 PM *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] Spell Checker feature Hi, You should be sure be have ispell or aspell installed on your system (talking about *nix) with the related dictionary if not en MV On Wed, Jan 20, 2010 at 1:33 AM, Jose Luis Spahr joseluis.sp...@on24.com wrote: Hi List, Has someone used the SpellCheker feature? I have the Spell Checker feature enabled but don’t seem to find how to use it, am I missing something here? Thank you ALL in advance for your help. Thanks! Jose Luis Spahr - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Reply to Auto reply problem
Hi , As mentioned by u there is ticket no. in subject of Auto-reply mail.i have enabled references in postmaster module i.e. PostmasterFollowUpSearchInRefe rences,and also other reference related to this like PostmasterFollowUpSearchInRaw.still new ticket is created for reply to auto-reply. My Ticket has format like:Ticket#XYZ_123567 Hook=Ticket#XYZ HookDivider=_ i send mail to mailbox with subject and case is created and My Auto reply has format of :Ticket#XYZ_123567 followed by Subject pls help me know where i have to make changes so that new ticket is not created when replied to auto-reply and instead notes to be added for the ticket. Thanks in advance. Ravi Shankar From: ravi shanker rshanker...@yahoo.com To: User questions and discussions about OTRS. otrs@otrs.org Sent: Sun, January 17, 2010 5:39:41 PM Subject: Re: [otrs] Reply to Auto reply problem Hi Nils Leideck, Thank u for quick response. i have a ticket number in the auto-reply subject.as suggested by you i would check feature suggested and post u back. Thanks againRavi Shankar From: Nils Leideck - ITSM nils.leid...@leidex.net To: User questions and discussions about OTRS. otrs@otrs.org Sent: Sat, January 16, 2010 6:11:28 PM Subject: Re: [otrs] Reply to Auto reply problem Hi, On 16.01.2010, at 12:26, ravi shanker wrote: Problem is when agent/customer replies to Auto-reply message of OTRS,another ticket is created.what i'm looking for is,when user/customer mails back i.e.replies to auto-reply,this should be added as notes but not another ticket should be created. do you have a ticket number in the auto-reply subject? In a standard configuration the auto-reply does have the ticket number and if you send an answer back, OTRS is recognizing this number and therefor the answer is added to the existing ticket as an additional article. You could try to use another mechanism to identify an incoming email as follow-up by, which does search in the email references. Go to the OTRS Sysconfig and search for references. You will be guided to Ticket - Core::PostMaster and then to PostmasterFollowUpSearchInReferences or you can also try to use PostmasterFollowUpSearchInRaw. ((enjoy)) 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/
[otrs] Auto reply from Same Mailbox problem
Hi, With OTRS auto reply we are facing strange problem. we have 4 mailboxes for different businesses,we have auto-reply configured respectively for each mailbox. cases are getting created when mails are sent to this 4 mailboxes,problem is auto response is going for single mailbox for all business ,though different mail are configured at Autresponse-Queue Is it something to do with SMTP setting where in we have Authenticated User id and Pwd for sending emails. Thanks in advance. Regards Ravi Shankar - 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] Spell Checker feature
Hi Marco, I don't see any of the below options (the ones you want me to try uncommenting), in my Config.pm file under \opt\otrs\Kernel Thanks! Jose Luis Spahr From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Marco Vannini Sent: Wednesday, January 20, 2010 8:46 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Spell Checker feature So try to uncomment # installed dict catalog (check your insalled catalogues, e. g. deutsch -= german!) # dict = frontend (ispell) #'english' = 'English', #'deutsch' = 'Deutsch', #'italian' = 'Italian', in Config.pm in $OTRS_HOME/Kernel and restart apache LMK MV On Wed, Jan 20, 2010 at 5:28 PM, Jose Luis Spahr joseluis.sp...@on24.commailto:joseluis.sp...@on24.com wrote: Hi Marco, Yes, I do have ispell installed on my system (Red Hat 5.5 E.) under \usr\bin\ispell Am I still missing something? Thanks! Jose Luis Spahr From: otrs-boun...@otrs.orgmailto:otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.orgmailto:otrs-boun...@otrs.org] On Behalf Of Marco Vannini Sent: Tuesday, January 19, 2010 11:42 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Spell Checker feature Hi, You should be sure be have ispell or aspell installed on your system (talking about *nix) with the related dictionary if not en MV On Wed, Jan 20, 2010 at 1:33 AM, Jose Luis Spahr joseluis.sp...@on24.commailto:joseluis.sp...@on24.com wrote: Hi List, Has someone used the SpellCheker feature? I have the Spell Checker feature enabled but don't seem to find how to use it, am I missing something here? Thank you ALL in advance for your help. Thanks! Jose Luis Spahr - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Sorting Tickets
I am trying to change the way that the Queue is sorted by default (not by clicking the sort button) 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/
Re: [otrs] Spell Checker feature
mmmh,
I don't remeber if I inserted it manually... btw, if you put whole the
following:
$Self-{PreferencesGroups}-{SpellDict} = {
Module = 'Kernel::Output::HTML::PreferencesGeneric',
Colum = 'Other Options',
Label = 'Spelling Dictionary',
Desc = 'Select your default spelling dictionary.',
Data = {
# installed dict catalog (check your insalled catalogues, e. g.
deutsch -= german!)
# dict = frontend (ispell)
#'english' = 'English',
#'deutsch' = 'Deutsch',
#'italian' = 'Italian',
# dict = frontend (aspell)
'english' = 'English',
'german' = 'Deutsch',
'italian' = 'Italian',
},
PrefKey = 'UserSpellDict',
Prio= 5000,
Activ = 3,
};
enywhere but before:
# #
# #
# #
# End of your own config options!!! #
# #
# #
# #
}
?
MV
On Wed, Jan 20, 2010 at 6:08 PM, Jose Luis Spahr joseluis.sp...@on24.comwrote:
Hi Marco,
I don’t see any of the below options (the ones you want me to try
uncommenting), in my Config.pm file under \opt\otrs\Kernel
Thanks!
Jose Luis Spahr
*From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of
*Marco Vannini
*Sent:* Wednesday, January 20, 2010 8:46 AM
*To:* User questions and discussions about OTRS.
*Subject:* Re: [otrs] Spell Checker feature
So try to uncomment
# installed dict catalog (check your insalled catalogues, e. g.
deutsch -= german!)
# dict = frontend (ispell)
#'english' = 'English',
#'deutsch' = 'Deutsch',
#'italian' = 'Italian',
in Config.pm in $OTRS_HOME/Kernel and restart apache
LMK
MV
On Wed, Jan 20, 2010 at 5:28 PM, Jose Luis Spahr joseluis.sp...@on24.com
wrote:
Hi Marco,
Yes, I do have ispell installed on my system (Red Hat 5.5 E.) under
\usr\bin\ispell
Am I still missing something?
Thanks!
Jose Luis Spahr
*From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf Of
*Marco Vannini
*Sent:* Tuesday, January 19, 2010 11:42 PM
*To:* User questions and discussions about OTRS.
*Subject:* Re: [otrs] Spell Checker feature
Hi,
You should be sure be have ispell or aspell installed on your system
(talking about *nix) with the related dictionary if not en
MV
On Wed, Jan 20, 2010 at 1:33 AM, Jose Luis Spahr joseluis.sp...@on24.com
wrote:
Hi List,
Has someone used the SpellCheker feature?
I have the Spell Checker feature enabled but don’t seem to find how to use
it, am I missing something here?
Thank you ALL in advance for your help.
Thanks!
Jose Luis Spahr
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Re: [otrs] Spell Checker feature
Hi Marco,
Thank you for your help. I just found out that I don't even have the ABC
button on my text editor when composing/answering tickets.
Before I make changes to the config.pm, any other ideas?
Thanks!
Jose Luis Spahr
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Marco
Vannini
Sent: Wednesday, January 20, 2010 9:17 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Spell Checker feature
mmmh,
I don't remeber if I inserted it manually... btw, if you put whole the
following:
$Self-{PreferencesGroups}-{SpellDict} = {
Module = 'Kernel::Output::HTML::PreferencesGeneric',
Colum = 'Other Options',
Label = 'Spelling Dictionary',
Desc = 'Select your default spelling dictionary.',
Data = {
# installed dict catalog (check your insalled catalogues, e. g.
deutsch -= german!)
# dict = frontend (ispell)
#'english' = 'English',
#'deutsch' = 'Deutsch',
#'italian' = 'Italian',
# dict = frontend (aspell)
'english' = 'English',
'german' = 'Deutsch',
'italian' = 'Italian',
},
PrefKey = 'UserSpellDict',
Prio= 5000,
Activ = 3,
};
enywhere but before:
# #
# #
# #
# End of your own config options!!! #
# #
# #
# #
}
?
MV
On Wed, Jan 20, 2010 at 6:08 PM, Jose Luis Spahr
joseluis.sp...@on24.commailto:joseluis.sp...@on24.com wrote:
Hi Marco,
I don't see any of the below options (the ones you want me to try
uncommenting), in my Config.pm file under \opt\otrs\Kernel
Thanks!
Jose Luis Spahr
From: otrs-boun...@otrs.orgmailto:otrs-boun...@otrs.org
[mailto:otrs-boun...@otrs.orgmailto:otrs-boun...@otrs.org] On Behalf Of Marco
Vannini
Sent: Wednesday, January 20, 2010 8:46 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Spell Checker feature
So try to uncomment
# installed dict catalog (check your insalled catalogues, e. g.
deutsch -= german!)
# dict = frontend (ispell)
#'english' = 'English',
#'deutsch' = 'Deutsch',
#'italian' = 'Italian',
in Config.pm in $OTRS_HOME/Kernel and restart apache
LMK
MV
On Wed, Jan 20, 2010 at 5:28 PM, Jose Luis Spahr
joseluis.sp...@on24.commailto:joseluis.sp...@on24.com wrote:
Hi Marco,
Yes, I do have ispell installed on my system (Red Hat 5.5 E.) under
\usr\bin\ispell
Am I still missing something?
Thanks!
Jose Luis Spahr
From: otrs-boun...@otrs.orgmailto:otrs-boun...@otrs.org
[mailto:otrs-boun...@otrs.orgmailto:otrs-boun...@otrs.org] On Behalf Of Marco
Vannini
Sent: Tuesday, January 19, 2010 11:42 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Spell Checker feature
Hi,
You should be sure be have ispell or aspell installed on your system (talking
about *nix) with the related dictionary if not en
MV
On Wed, Jan 20, 2010 at 1:33 AM, Jose Luis Spahr
joseluis.sp...@on24.commailto:joseluis.sp...@on24.com wrote:
Hi List,
Has someone used the SpellCheker feature?
I have the Spell Checker feature enabled but don't seem to find how to use it,
am I missing something here?
Thank you ALL in advance for your help.
Thanks!
Jose Luis Spahr
-
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] Spell Checker feature
Hi Marco,
I think I am getting closer. I have changed the RichTextEditor.dtl file under
Kernel\Output\HTML\Company with the one under Kernel\Output\HTML\Standard.
Now, I have the ABC icon. The new problem is this -- when I click on ABC,
the spell check window pops up but does NOT detect any incorrect words (spell
check pop up window is empty).
Any ideas here?
Thanks!
Jose Luis Spahr
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Jose
Luis Spahr
Sent: Wednesday, January 20, 2010 9:37 AM
To: 'User questions and discussions about OTRS.'
Subject: Re: [otrs] Spell Checker feature
Hi Marco,
Thank you for your help. I just found out that I don't even have the ABC
button on my text editor when composing/answering tickets.
Before I make changes to the config.pm, any other ideas?
Thanks!
Jose Luis Spahr
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Marco
Vannini
Sent: Wednesday, January 20, 2010 9:17 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Spell Checker feature
mmmh,
I don't remeber if I inserted it manually... btw, if you put whole the
following:
$Self-{PreferencesGroups}-{SpellDict} = {
Module = 'Kernel::Output::HTML::PreferencesGeneric',
Colum = 'Other Options',
Label = 'Spelling Dictionary',
Desc = 'Select your default spelling dictionary.',
Data = {
# installed dict catalog (check your insalled catalogues, e. g.
deutsch -= german!)
# dict = frontend (ispell)
#'english' = 'English',
#'deutsch' = 'Deutsch',
#'italian' = 'Italian',
# dict = frontend (aspell)
'english' = 'English',
'german' = 'Deutsch',
'italian' = 'Italian',
},
PrefKey = 'UserSpellDict',
Prio= 5000,
Activ = 3,
};
enywhere but before:
# #
# #
# #
# End of your own config options!!! #
# #
# #
# #
}
?
MV
On Wed, Jan 20, 2010 at 6:08 PM, Jose Luis Spahr
joseluis.sp...@on24.commailto:joseluis.sp...@on24.com wrote:
Hi Marco,
I don't see any of the below options (the ones you want me to try
uncommenting), in my Config.pm file under \opt\otrs\Kernel
Thanks!
Jose Luis Spahr
From: otrs-boun...@otrs.orgmailto:otrs-boun...@otrs.org
[mailto:otrs-boun...@otrs.orgmailto:otrs-boun...@otrs.org] On Behalf Of Marco
Vannini
Sent: Wednesday, January 20, 2010 8:46 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Spell Checker feature
So try to uncomment
# installed dict catalog (check your insalled catalogues, e. g.
deutsch -= german!)
# dict = frontend (ispell)
#'english' = 'English',
#'deutsch' = 'Deutsch',
#'italian' = 'Italian',
in Config.pm in $OTRS_HOME/Kernel and restart apache
LMK
MV
On Wed, Jan 20, 2010 at 5:28 PM, Jose Luis Spahr
joseluis.sp...@on24.commailto:joseluis.sp...@on24.com wrote:
Hi Marco,
Yes, I do have ispell installed on my system (Red Hat 5.5 E.) under
\usr\bin\ispell
Am I still missing something?
Thanks!
Jose Luis Spahr
From: otrs-boun...@otrs.orgmailto:otrs-boun...@otrs.org
[mailto:otrs-boun...@otrs.orgmailto:otrs-boun...@otrs.org] On Behalf Of Marco
Vannini
Sent: Tuesday, January 19, 2010 11:42 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Spell Checker feature
Hi,
You should be sure be have ispell or aspell installed on your system (talking
about *nix) with the related dictionary if not en
MV
On Wed, Jan 20, 2010 at 1:33 AM, Jose Luis Spahr
joseluis.sp...@on24.commailto:joseluis.sp...@on24.com wrote:
Hi List,
Has someone used the SpellCheker feature?
I have the Spell Checker feature enabled but don't seem to find how to use it,
am I missing something here?
Thank you ALL in advance for your help.
Thanks!
Jose Luis Spahr
-
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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[otrs] OTRS Question
All; I have a question, hopefully a simple one. When creating a new ticket, the standard ticket entry form appears. However, entering a customer does not seem to be a simple process. We have many different companies (each of which is entered, with a corresponding contact / user entered for each company). When you click the customer link on the ticket page, the list of customers does not appear. You have to enter a * in the search field for it to list all companies. Is there a way to replace this link with a drop down that will show all companies (let me know what code to edit or add and which file) and we can choose the contact / company we want to use? Or simply populate the popup box with all stored companies instead of having to enter a * and press search? Any advice would be greatly appreciated. Thanks, Zach - 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] Address Book Search not working
Hi, On 20.01.2010, at 17:05, Young, Gary wrote: We recently upgraded our mail server to Exchange 2007. Since making this change the Address Book search feature in OTRS does not work. If you enter an name and click search it dos not return any results. Anyone have this issue before? is there any information available in the OTRS logfile/syslog entries? 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] Auto reply from Same Mailbox problem
Hi, On 20.01.2010, at 18:06, ravi shanker wrote: Is it something to do with SMTP setting where in we have Authenticated User id and Pwd for sending emails. you need to define the sender address per auto-response. 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] Change Server Name
Hi, On 20.01.2010, at 12:18, Sebastien Bory wrote: I need to change the name server where is my OTRS application I just need to change the FQDN in the module Framework::Core? Or I must do another change ? OTRS actually doesn't need to know the hostname - or better FQDN - to work. But for sending out our predefined notifications, where we used dynamic links, you should exactly change the config option you mentioned. Keep in mind, if your OTRS is behind a proxy you need to put in here the proxy DNS or actually the DNS name where your OTRS is reachable. The DNS name can then be switched to another IP if needed and is in most cases much more user friendly. E.g.: servicedesk.example.tld instead of uxweb01.eu.internal.example.com - or kinds like that. 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] How to delete CI's
Hi, On 20.01.2010, at 11:02, Marco Vannini wrote: sorry, there right db schema is in http://doc.otrs.org/itsm/1.3/en/html/c427.html On Wed, Jan 20, 2010 at 11:00 AM, Marco Vannini marco.vann...@gmail.com wrote: It is not so easy I think, depending if you have defined linkage between items too... BTW, deleting all records in configitem* tables should be enough but then, as told before, there should be still records in links* tables. ftp://ftp.otrs.org/pub/otrs/misc/otrs-2.4-database.png could you give an idea on what is where... ;) (don't forget to do a backup before any activity ... ) i do not know if this would fit your needs, but if you delete the package ITSMConfigurationManagement all the tables for that package are deleted. After a nre installation of that single package you will have a clean CI DB. Be careful because all you own class definitions are deleted as well, so you could copy and paste them from ConfigItem or just backup the related DB table and copy the content back after new installation of the CM package. 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] OTRS Question
Hi, On 20.01.2010, at 19:59, Zachary Bresee wrote: I have a question, hopefully a simple one. When creating a new ticket, the standard ticket entry form appears. However, entering a customer does not seem to be a simple process. We have many different companies (each of which is entered, with a corresponding contact / user entered for each company). When you click the “customer” link on the ticket page, the list of customers does not appear. You have to enter a “*” in the search field for it to list all companies. Is there a way to replace this link with a drop down that will show all companies (let me know what code to edit or add and which file) and we can choose the contact / company we want to use? Or simply populate the popup box with all stored companies instead of having to enter a * and press search? in Phone-Ticket and Email-Ticket just start typing the name of your customer and it will appear in the upper field. The Customer link above the text editor is just used for creating new customer entries during ticket creation. 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] Spell Checker feature
Hi, On 20.01.2010, at 18:37, Jose Luis Spahr wrote: Thank you for your help. I just found out that I don’t even have the “ABC” button on my text editor when composing/answering tickets. Before I make changes to the config.pm, any other ideas? search for spell in the sysconfig and make sure everything, especially the path to your ispell binary, is as you want/expected/need. 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] Static or Dynamic database management
Hi, On 20.01.2010, at 13:25, Rabi Pandey wrote: Can anyone tell me what is difference between Static and Dynamic database management in OTRS and when should we switch to Static database management? depending on what you found ;-) Static does, in most cases, create an index with ticket details that can be used to generate Queue-View and other Views without the need to run all the usual queries across the whole database. 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/
[otrs] Notification Tags OTRS_*
Hello, When building Notifications using OTRS_* tags, results for the same tag differs depending on the event generating the Notification, or else they just return empty. This has made it difficult to figure out which tag to use. For example, the following tags all come up blank in a NewTicket Notification: OTRS_CUSTOMER_DATA_UserFirstname OTRS_CUSTOMER_DATA_UserLastname OTRS_CUSTOMER_DATA_UserLogin OTRS_CUSTOMER_DATA_UserCustomerID OTRS_CUSTOMER_DATA_UserEmail while OTRS_CUSTOMER_REALNAME evaluates to the realname of the Post Master address, e.g.: OTRS Help Desk. The very same CUSTOMER_DATA_* tags return perfect data when the notification type is AddNote (the customer's first name, last name, etc. appear as expected). One would think that tags with names such as CUSTOMER_DATA_* that we would be referring to the Customer's information in the database, and the same tags should work consistently regardless of the type of event generating the Notification. Besides the following links, has anyone found more accurate or complete documentation on how to use this high level API with OTRS-2.4.x? http://faq.otrs.org/otrs/public.pl?Action=PublicFAQItemID=70 http://faq.otrs.org/otrs/public.pl?Action=PublicFAQItemID=186 Many thanks in advance. Steve - 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-de] rollen und rechte ?
On 01/14/2010 09:39 PM, FooBar wrote: hat niemand eine idee ??? ;( 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/ - 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] rollen und rechte ?
Am Mittwoch 20 Januar 2010 11:25:30 schrieb FooBar: hat niemand eine idee ??? ;( frage: warum sieht der user a nicht alle tickets aus allen queues read only in seiner ticket-view-ansicht ? Nach meinem Verständnis ist die Queueansicht dafür gedacht, dass berechtigte User sich daraus Tickets zum bearbeiten ziehen (indem sie es sperren). Dafür reicht Leserecht natürlich nicht aus, und deshalb kann er die Tickets dort nicht sehen. Lösung: Statusview verwenden, da sollten dann auch Tickets aus Qeues mit read only Recht zu sehen sein... Gruß Thomas - 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] rollen und rechte ?
On 01/20/2010 07:49 PM, Thomas Kreft wrote: Am Mittwoch 20 Januar 2010 11:25:30 schrieb FooBar: hat niemand eine idee ??? ;( frage: warum sieht der user a nicht alle tickets aus allen queues read only in seiner ticket-view-ansicht ? Nach meinem Verständnis ist die Queueansicht dafür gedacht, dass berechtigte User sich daraus Tickets zum bearbeiten ziehen (indem sie es sperren). Dafür reicht Leserecht natürlich nicht aus, und deshalb kann er die Tickets dort nicht sehen. Lösung: Statusview verwenden, da sollten dann auch Tickets aus Qeues mit read only Recht zu sehen sein... Das funktioniert ... danke ... ist aber nur die halbe miete, denn: - wenn ich dem user 'ro' und 'notizen hinzufügen' erlaube, sollte er die tickets auch im ticketview sehen, tut er aber nicht ;( ja, 'notizen hinzufügen' ist kein bearbeiten im sinne von otrs, aber logisch für die anwender wär es trotz alle dem ... glaube ich ... - 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] rollen und rechte ?
Hi, On 20.01.2010, at 22:57, FooBar wrote: - wenn ich dem user 'ro' und 'Notizen hinzufügen' erlaube, sollte er die Tickets auch im ticketview sehen, tut er aber nicht ;( ja, 'Notizen hinzufügen' ist kein bearbeiten im sinne von otrs, aber logisch für die Anwender wäre es trotz alle dem ... glaube ich ... ticket-view-Ansicht ist Queue-Ansicht denke ich ;-) Dort sieht man nur Tickets die noch von niemandem gesperrt sind und sich in einer Queue befinden die eine Gruppe zugewiesen hat an welcher der Agent rw-Rechte hat. In der Sysconfig findest Du eine Option Ticket::Frontend::AgentTicketQueue###ViewAllPossibleTickets. Evtl. hilft Dir das weiter, ist allerdings meiner Meinung nach nicht zu empfehlen da ich somit den Überblick leichter verliere welche Tickets noch frei sind, also noch von jemandem in Bearbeitung genommen werden muss. 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/
Re: [otrs-de] rollen und rechte ?
On 01/20/2010 11:03 PM, Nils Leideck - ITSM wrote: Hi, On 20.01.2010, at 22:57, FooBar wrote: - wenn ich dem user 'ro' und 'Notizen hinzufügen' erlaube, sollte er die Tickets auch im ticketview sehen, tut er aber nicht ;( ja, 'Notizen hinzufügen' ist kein bearbeiten im sinne von otrs, aber logisch für die Anwender wäre es trotz alle dem ... glaube ich ... ticket-view-Ansicht ist Queue-Ansicht denke ich ;-) Dort sieht man nur Tickets die noch von niemandem gesperrt sind und sich in einer Queue befinden die eine Gruppe zugewiesen hat an welcher der Agent rw-Rechte hat. du hast recht, ich bin verwirrt ... In der Sysconfig findest Du eine Option Ticket::Frontend::AgentTicketQueue###ViewAllPossibleTickets. Evtl. hilft Dir das weiter, ist allerdings meiner Meinung nach nicht zu empfehlen da ich somit den Überblick leichter verliere welche Tickets noch frei sind, also noch von jemandem in Bearbeitung genommen werden muss. das sehe ich auch so ... - 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/
