Re: [otrs] trying to get OTRS 3 up with Postgres: bin/otrs.CheckDB.pl fails: permission denied for relation valid, SQL: 'SELECT * FROM valid'

[Aleksey Tsalolikhin]

On Tue, Mar 29, 2011 at 7:44 PM, Gerald Young  wrote:
> Message: ERROR:  permission denied for relation valid, SQL: 'SELECT *
> FROM valid'
>
>... you don't have select privileges on the table named "valid" so
> you should
> grant select on valid to public;

Thanks, Gerald, that did it!

Perhaps this should be added to the README.database file in the otrs
source tarball.
I've opened bug 7144 about it.   http://bugs.otrs.org/show_bug.cgi?id=7144

Cheers,
Aleksey
-
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

Re: [otrs] escalation update time

[Gerald Young]

If you're going to use note-external, why not simply reply? (if it's because
"not the locked owner" can't reply, you might want to enable the
"responsible" feature so there are two eligible agents to reply) .

On Wed, Mar 30, 2011 at 12:51 PM, Paul Taylor  wrote:

> Anyone know a way to extend the escalation update time when you add a
> note-internal or note-external?
>
> It appears the only two ways to update escalation update time is either use
> email-external or phone. I'd like to add note-internal and note-external.
>
>
> >From OTRS:
> Escalation - update time (minutes):
> If there is an article added, such as a follow-up via email 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.
>
> Thanks,
> Paul
>
> -
> 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
>
-
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

[otrs] escalation update time

[Paul Taylor]

Anyone know a way to extend the escalation update time when you add a
note-internal or note-external?

It appears the only two ways to update escalation update time is either use
email-external or phone. I'd like to add note-internal and note-external.


>From OTRS:
Escalation - update time (minutes):
If there is an article added, such as a follow-up via email 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.

Thanks,
Paul
-
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

Re: [otrs] itsm access level

[Leonardo Certuche]

Hello,

There is!
When you create a new general catalog class (which you use to group several
CIs), OTRS let you choose a group to associate the class with, that way only
members of that group will be able to see the CI belonging to that class.


Leonardo Certuche
Medellín, Colombia



On 30 March 2011 07:06, Luis Daniel Lucio Quiroz <
luis.daniel.lu...@gmail.com> wrote:

> helo,
>
> just wondering if theres a way to control access in itsm 3.  I mean that
> some
> agents can see some CI's and other agents other CI's.
>
> Thanks in advance,
>
> LD
> -
> 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
>
-
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

[otrs] List of owner

[Guillaume Rehm]

Hi list,

I use OTRS 2.4.7.
I have set up my role <-> agents synchronisation with Active Directory 
Groups (see 
http://lists.otrs.org/pipermail/otrs/2010-February/thread.html#30647)


All works fine, but now, I change some agent right's.

Agent1 who have access to file 1,2,3 now must only have access to file 
2,3. I changed AD groups, right in admin roles<->agents.


But I have always Agent1 in owner list when I have a ticket in file1 ! 
When you want to change owner.


Do you know how I can clear this list and have only agents with file1 
r/w access ?


Thanks in advance for your help

--
Guillaume Rehm
Responsable du Centre de ressources informatiques
Bibliothèque nationale et universitaire de Strasbourg
guillaume.r...@bnu.fr
http://www.bnu.fr
03 88 25 28 23

-
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

Re: [otrs] Adding queues after upgrade to OTRS latest version

[Jorge Cabrera]

Hi,

On 03/30/2011 04:22 PM, Leonardo Certuche wrote:

Hello,

I don't know about upgrade issues but if you need a new queue, you 
could try creating it directly into database:


INSERT INTO queue VALUES
(NULL, 'New queue', 1, 0, 0, 0, 0, 0, 0, 0, 1, '', '', 1, 1, 1, 1, '', 
2, sysdate(), 1, sysdate(), 1),


And then editing it using the front end

Thanks for your reply, but the patch 
(http://source.otrs.org/viewvc.cgi/otrs/Kernel/Modules/AdminQueue.pm?revision=1.78&view=markup) 
seemed to work fine.


Best regards


-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

Re: [otrs] Adding queues after upgrade to OTRS latest version

[Leonardo Certuche]

Hello,

I don't know about upgrade issues but if you need a new queue, you could try
creating it directly into database:

INSERT INTO queue VALUES
(NULL, 'New queue', 1, 0, 0, 0, 0, 0, 0, 0, 1, '', '', 1, 1, 1, 1, '', 2,
sysdate(), 1, sysdate(), 1),

And then editing it using the front end

Leonardo Certuche



On 30 March 2011 09:03, Jorge Cabrera  wrote:

>  Hi,
>
> I upgraded a month ago to OTRS's latest version. Everything was working
> fine until recently I had the need to add another queue (I know, I should've
> tested this before upgrading). When I try to add a new queue it seems that
> the data is not reaching the SQL insert command and I get the following
> error:
>
> ERROR: invalid input syntax for integer: "", SQL: 'INSERT INTO queue (name,
> group_id, unlock_timeout, system_address_id, calendar_name,
> default_sign_key, salutation_id, signature_id, first_response_time,
> first_response_notify, update_time, update_notify, solution_time,
> solution_notify, follow_up_id, follow_up_lock, valid_id, comments,
> create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, ?, ?,
> ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, current_timestamp, ?, current_timestamp,
> ?)'
>
> Is this an issue? Did somebody else get this problem?
>
> Thanks for your help
>
>
>
> --
>*Jorge Cabrera Méndez*
> Departamento de IT
> T: +34 916 011 373
> M: +34 637 741 034
> F: +34 916 011 372
> jorge.cabr...@andago.com
> www.andago.com
>
> Síguenos en:
> Twitter  - 
> Facebook-
> LinkedIn  - 
> YouTube
>
>   *ÁNDAGO INGENIERÍA*
> Álcalde Ángel Arroyo, 10, 1º
>  28904, Getafe, Madrid (Spain)
>
>  *ÁNDAGO LABS*
> Bizkaia Technology Park
> Kanala Bidea, Edif-103, 1º izq.
>  E-48170, Zamudio, Bizkaia (Spain)
>
>
>   [image: logotipo de Andago]
>  *ÁNDAGO INTERAMÉRICAS*
> Ciudad del Saber
> Edificio 223, 3ºA.
>  Ciudad de Panamá (Panamá)
>   Antes de imprimir este mensaje, asegúrese de que es necesario. El
> medio ambiente está en nuestra mano.
> Consider the environment before printing this mail.
>
> AVISO LEGAL
> --
>
> *ANDAGO CONSULTING SL / ANDAGO INGENIERÍA, SL* le informa que los datos
> facilitados por Ud. y utilizados para el envío de esta comunicación serán
> objeto de tratamiento automatizado o no en nuestros ficheros, con la
> finalidad de gestionar la agenda de contactos de nuestra empresa y para el
> envío de comunicaciones profesionales por cualquier medio electrónico o no.
> Vd. podrá en cualquier momento ejercer el derecho de acceso, rectificación,
> cancelación y oposición en los términos establecidos en la Ley Orgánica
> 15/1999. El responsable del tratamiento es ANDAGO CONSULTING SL / ANDAGO
> INGENIERIA SL, con domicilio en C/ ALCALDE ANGEL ARROYO, 10, 28904, Getafe
> (Madrid).
>
> El contenido de esta comunicación, así como el de toda la documentación
> anexa, es confidencial y va dirigido únicamente al destinatario del mismo.
> En el supuesto de que usted no fuera el destinatario, le solicitamos que nos
> lo indique y no comunique su contenido a terceros, procediendo a su
> destrucción.
>
> DISCLAIMER
> --
>
> The content of this communication and any attached information is
> confidential and exclusively for the use of the addressee. If you are not
> the addressee, we ask you to notify to the sender and do not pass its
> content to another person, and please be sure you destroy it.
>
> -
> 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
>
<><>-
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

Re: [otrs] Adding queues after upgrade to OTRS latest version

[Jorge Cabrera]

Hi,

On 03/30/2011 04:14 PM, Phil Bieber wrote:

Hi!
I know that this is a known bug in 3.0.5... what version are you running?
Cheers
Phil


Thanks for your reply. Yes, it's 3.0.5. I found the bug report with 
number #6837 (http://bugs.otrs.org/show_bug.cgi?id=6837) with a patched 
file that has the solution. Sorry, found it after I ran the question.


Thanks anyways

--
It might be just possible, by lying very still in a cellar somewhere,
to get through a day without committing a crime. But only just. And,
even then, you were probably guilty of loitering.
- Terry Pratchett: Feet of clay.

GPG KEY ID (Philipp Bieber): 0x0185E301
FINGERPRINT: CA81 28C2 E63F DAF8 5ED4 DACB 7C26 EE5B 0185 E301
Philipp Bieber - philbie...@gmail.com 


On Wed, Mar 30, 2011 at 16:03, Jorge Cabrera > wrote:


Hi,

I upgraded a month ago to OTRS's latest version. Everything was
working fine until recently I had the need to add another queue (I
know, I should've tested this before upgrading). When I try to add
a new queue it seems that the data is not reaching the SQL insert
command and I get the following error:

ERROR: invalid input syntax for integer: "", SQL: 'INSERT INTO
queue (name, group_id, unlock_timeout, system_address_id,
calendar_name, default_sign_key, salutation_id, signature_id,
first_response_time, first_response_notify, update_time,
update_notify, solution_time, solution_notify, follow_up_id,
follow_up_lock, valid_id, comments, create_time, create_by,
change_time, change_by) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?,
?, ?, ?, ?, ?, ?, ?, current_timestamp, ?, current_timestamp, ?)'

Is this an issue? Did somebody else get this problem?



-
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

Re: [otrs] Adding queues after upgrade to OTRS latest version

[Phil Bieber]

Hi!
I know that this is a known bug in 3.0.5... what version are you running?
Cheers
Phil
--
It might be just possible, by lying very still in a cellar somewhere,
to get through a day without committing a crime. But only just. And,
even then, you were probably guilty of loitering.
- Terry Pratchett: Feet of clay.

GPG KEY ID (Philipp Bieber): 0x0185E301
FINGERPRINT: CA81 28C2 E63F DAF8 5ED4 DACB 7C26 EE5B 0185 E301
Philipp Bieber - philbie...@gmail.com


On Wed, Mar 30, 2011 at 16:03, Jorge Cabrera wrote:

>  Hi,
>
> I upgraded a month ago to OTRS's latest version. Everything was working
> fine until recently I had the need to add another queue (I know, I should've
> tested this before upgrading). When I try to add a new queue it seems that
> the data is not reaching the SQL insert command and I get the following
> error:
>
> ERROR: invalid input syntax for integer: "", SQL: 'INSERT INTO queue (name,
> group_id, unlock_timeout, system_address_id, calendar_name,
> default_sign_key, salutation_id, signature_id, first_response_time,
> first_response_notify, update_time, update_notify, solution_time,
> solution_notify, follow_up_id, follow_up_lock, valid_id, comments,
> create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, ?, ?,
> ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, current_timestamp, ?, current_timestamp,
> ?)'
>
> Is this an issue? Did somebody else get this problem?
>
> Thanks for your help
>
>
>
> --
>*Jorge Cabrera Méndez*
> Departamento de IT
> T: +34 916 011 373
> M: +34 637 741 034
> F: +34 916 011 372
> jorge.cabr...@andago.com
> www.andago.com
>
> Síguenos en:
> Twitter  - 
> Facebook-
> LinkedIn  - 
> YouTube
>
>   *ÁNDAGO INGENIERÍA*
> Álcalde Ángel Arroyo, 10, 1º
>  28904, Getafe, Madrid (Spain)
>
>  *ÁNDAGO LABS*
> Bizkaia Technology Park
> Kanala Bidea, Edif-103, 1º izq.
>  E-48170, Zamudio, Bizkaia (Spain)
>
>
>   [image: logotipo de Andago]
>  *ÁNDAGO INTERAMÉRICAS*
> Ciudad del Saber
> Edificio 223, 3ºA.
>  Ciudad de Panamá (Panamá)
>   Antes de imprimir este mensaje, asegúrese de que es necesario. El
> medio ambiente está en nuestra mano.
> Consider the environment before printing this mail.
>
> AVISO LEGAL
> --
>
> *ANDAGO CONSULTING SL / ANDAGO INGENIERÍA, SL* le informa que los datos
> facilitados por Ud. y utilizados para el envío de esta comunicación serán
> objeto de tratamiento automatizado o no en nuestros ficheros, con la
> finalidad de gestionar la agenda de contactos de nuestra empresa y para el
> envío de comunicaciones profesionales por cualquier medio electrónico o no.
> Vd. podrá en cualquier momento ejercer el derecho de acceso, rectificación,
> cancelación y oposición en los términos establecidos en la Ley Orgánica
> 15/1999. El responsable del tratamiento es ANDAGO CONSULTING SL / ANDAGO
> INGENIERIA SL, con domicilio en C/ ALCALDE ANGEL ARROYO, 10, 28904, Getafe
> (Madrid).
>
> El contenido de esta comunicación, así como el de toda la documentación
> anexa, es confidencial y va dirigido únicamente al destinatario del mismo.
> En el supuesto de que usted no fuera el destinatario, le solicitamos que nos
> lo indique y no comunique su contenido a terceros, procediendo a su
> destrucción.
>
> DISCLAIMER
> --
>
> The content of this communication and any attached information is
> confidential and exclusively for the use of the addressee. If you are not
> the addressee, we ask you to notify to the sender and do not pass its
> content to another person, and please be sure you destroy it.
>
> -
> 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
>
<><>-
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

[otrs] Adding queues after upgrade to OTRS latest version

[Jorge Cabrera]

Title: Nombre emplead@ (Andago)


  
  
Hi, 

I upgraded a month ago to OTRS's latest version. Everything was
working fine until recently I had the need to add another queue (I
know, I should've tested this before upgrading). When I try to add a
new queue it seems that the data is not reaching the SQL insert
command and I get the following error:

ERROR: invalid input syntax for integer: "", SQL: 'INSERT INTO queue
(name, group_id, unlock_timeout, system_address_id, calendar_name,
default_sign_key, salutation_id, signature_id, first_response_time,
first_response_notify, update_time, update_notify, solution_time,
solution_notify, follow_up_id, follow_up_lock, valid_id, comments,
create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?,
?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, current_timestamp, ?,
current_timestamp, ?)'

Is this an issue? Did somebody else get this problem?

Thanks for your help



-- 
  
  
  

  

Jorge Cabrera Méndez
  Departamento de IT
  T: +34 916 011 373
  M: +34 637 741 034
  F: +34 916 011 372
  jorge.cabr...@andago.com
  www.andago.com
   Síguenos
en:
Twitter - Facebook - LinkedIn - YouTube
 




  
 ÁNDAGO
  INGENIERÍA
  Álcalde Ángel Arroyo, 10,
1º 
   28904, Getafe, Madrid (Spain)
 
 ÁNDAGO LABS
  Bizkaia Technology Park
Kanala Bidea, Edif-103, 1º izq.
   E-48170, Zamudio, Bizkaia (Spain)
 
  





   ÁNDAGO
INTERAMÉRICAS
Ciudad del Saber
  Edificio 223, 3ºA.
  Ciudad de Panamá (Panamá)
  
  

  
  

  
  
 Antes de imprimir este mensaje, asegúrese
de que es necesario. El medio ambiente está en nuestra
mano.
Consider the environment before printing this mail.

  

  
  AVISO
LEGAL
  
  ANDAGO CONSULTING SL / ANDAGO INGENIERÍA, SL
le informa que los datos facilitados por Ud. y utilizados para
el envío de esta comunicación serán objeto de tratamiento
automatizado o no en nuestros ficheros, con la finalidad de
gestionar la agenda de contactos de nuestra empresa y para el
envío de comunicaciones profesionales por cualquier medio
electrónico o no. Vd. podrá en cualquier momento ejercer el
derecho de acceso, rectificación, cancelación y oposición en los
términos establecidos en la Ley Orgánica 15/1999. El responsable
del tratamiento es ANDAGO CONSULTING SL / ANDAGO INGENIERIA SL,
con domicilio en C/ ALCALDE ANGEL ARROYO, 10, 28904, Getafe
(Madrid).
  El contenido de esta comunicación, así como el de
toda la documentación anexa, es confidencial y va dirigido
únicamente al destinatario del mismo. En el supuesto de que
usted no fuera el destinatario, le solicitamos que nos lo
indique y no comunique su contenido a terceros, procediendo a su
destrucción. 
  DISCLAIMER
  
  The content of this communication and any
attached information is confidential and exclusively for the use
of the addressee. If you are not the addressee, we ask you to
notify to the sender and do not pass its content to another
person, and please be sure you destroy it. 

  

-
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

Re: [otrs] Dashboard integration with Cisco Call agent (or any other call agent..)

[Danail Petrov]

Hello, Roy, and thanks for your prompt reply.

The sollution is working, but it's not what I'm looking for. I wanted to
post this kind of information "natively" in OTRS. The information must
be placed in dashboard, because we might don't need/want to open new
ticket instead of just checking the status of the old one. This shall
provide one fast search within the database (I've even prepared an SQL
Querry). For instance, calling number is 123686812

SELECT customer_user.first_name, customer_user.last_name,
customer_user.title, customer_company.name, 
ticket.tn, ticket.title, ticket_state.name
FROM customer_user, customer_company, ticket , ticket_state
WHERE (customer_user.phone like '%686812' || customer_user.mobile
like '%686812') and
  customer_user.customer_id=customer_company.customer_id  
  and (ticket.ticket_state_id=ticket_state.id && ticket_state.id
!= '2');

I want the output of this Query to be placed on top of "Dashboard". Is
it somehow possible? I'm pretty familiar with perl/sql/php and so on,
yet I'm not a programmer. Is there an easy way to do it ? 

Kind regards,
Dani

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Roy Kaldung
Sent: Wednesday, March 30, 2011 1:23 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Dashboard integration with Cisco Call agent (or any
other call agent..)

On Wed, 30 Mar 2011 10:58:57 +0300, "Danail Petrov"
 wrote:
> Hey guys,
> I was wondering (I've searched for that) is there any OTRS module that

> is able to perform Call agent integration ?
> My basic idea is to do the following:
> 
>  
> 
> 1.  Incoming call is received. Helpdesk engineer picks up the
phone
> 
> 2.  Call agent is able to provide some arguments (B Number/Calling
> station) to any software. My idea here is to get this calling number 
> (b
> number) and provide it as argument to some custom script. This script 
> shall provide some MySQL queries and based on that it will either open

> a "new phone ticket" or just will open OTRS page with currently opened

> tickets (I'm still contemplating)
> 
> 
> I can do it by my own, using my custom scripts but what I actually 
> want to do is to make it "clear". I want to integrate it OTRS and put 
> this information on Dashboard. As soon as call is received - the otrs 
> page is refreshed with some custom information on top (caller number, 
> customer name, customer company, currently opened tickets and so on).
> 
> 
> Could you, please, give me opinion/experience/suggestions with that?
> Does anybody else did something like that, is there already module for

> that and so on..

Hi,

We use this URL with Cisco Agent Software:

https://FQDN/otrs/index.pl?Action=AgentTicketPhone&Subaction=Storenew&De
st=QUEUE&ExpandCustomerName=1&From=CALLINGNUMBER

QUEUE=QueueID||Queuename, like 1||Postmaster


Each incoming and answered call open a new tab in the Agent's software.
I took the information from
http://www.otrs-treff.de/otrs-erstellung-einer-url-mit-werten-die-in-fel
der-des-telefontickets-uebernommen-werden-cti-anbindu
(sorry, it's a german site) and checked the perl source for additional
parameter.

hth,
Roy Kaldung




-
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
-
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

Re: [otrs] Dashboard integration with Cisco Call agent (or any other call agent..)

[Roy Kaldung]

On Wed, 30 Mar 2011 10:58:57 +0300, "Danail Petrov"
 wrote:
> Hey guys, 
> I was wondering (I've searched for that) is there any OTRS module that
> is able to perform Call agent integration ? 
> My basic idea is to do the following:
> 
>  
> 
> 1.  Incoming call is received. Helpdesk engineer picks up the phone
> 
> 2.  Call agent is able to provide some arguments (B Number/Calling
> station) to any software. My idea here is to get this calling number (b
> number) and provide it as argument to some custom script. This script
> shall provide some MySQL queries and based on that it will either open a
> "new phone ticket" or just will open OTRS page with currently opened
> tickets (I'm still contemplating)
> 
> 
> I can do it by my own, using my custom scripts but what I actually want
> to do is to make it "clear". I want to integrate it OTRS and put this
> information on Dashboard. As soon as call is received - the otrs page is
> refreshed with some custom information on top (caller number, customer
> name, customer company, currently opened tickets and so on). 
> 
> 
> Could you, please, give me opinion/experience/suggestions with that?
> Does anybody else did something like that, is there already module for
> that and so on..

Hi,

We use this URL with Cisco Agent Software:

https://FQDN/otrs/index.pl?Action=AgentTicketPhone&Subaction=Storenew&Dest=QUEUE&ExpandCustomerName=1&From=CALLINGNUMBER

QUEUE=QueueID||Queuename, like 1||Postmaster


Each incoming and answered call open a new tab in the Agent's software. I
took the information from
http://www.otrs-treff.de/otrs-erstellung-einer-url-mit-werten-die-in-felder-des-telefontickets-uebernommen-werden-cti-anbindu
(sorry, it's a german site) and checked the perl source for additional
parameter.

hth,
Roy Kaldung




-
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

[otrs] Dashboard integration with Cisco Call agent (or any other call agent..)

[Danail Petrov]

 

Hey guys, 
I was wondering (I've searched for that) is there any OTRS module that
is able to perform Call agent integration ? 
My basic idea is to do the following:

 

1.  Incoming call is received. Helpdesk engineer picks up the phone

2.  Call agent is able to provide some arguments (B Number/Calling
station) to any software. My idea here is to get this calling number (b
number) and provide it as argument to some custom script. This script
shall provide some MySQL queries and based on that it will either open a
"new phone ticket" or just will open OTRS page with currently opened
tickets (I'm still contemplating)


I can do it by my own, using my custom scripts but what I actually want
to do is to make it "clear". I want to integrate it OTRS and put this
information on Dashboard. As soon as call is received - the otrs page is
refreshed with some custom information on top (caller number, customer
name, customer company, currently opened tickets and so on). 


Could you, please, give me opinion/experience/suggestions with that?
Does anybody else did something like that, is there already module for
that and so on..

 

Kind regards,

Dani

 

 

<>-
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