Re: [otrs] change behaviour of CompanyTickets on Customer interface
I made a mistake about this. Apparently, yes, there is a group_id in the
ticket table, so there is some group that is assigned to the ticket. I
still think the idea is not a good one to have a customer be able to see
all the tickets attached to a specific group id, as the group doesn't
necessarily belong just to that customer. But then again, if you asked for
all the tickets assigned to the service applied to the customer, I would
have the same general concerns.
There's a difference between All my tickets (user login), All our
tickets (CustomerID/Company Tickets), and All the tickets of the group(s)
of which we are members. The first two can reasonably be determined to
maintain semi-anonymity. The last invites the *possibility* that the seeker
will see tickets that don't belong to her. In theory, same Customer ID
should be adequate for this purpose, as it would show all the tickets that
the Company has created. That should be enough, right?
On Fri, Sep 7, 2012 at 3:58 PM, Gerald Young cryth...@gmail.com wrote:
Don't do that.
Another reason why customer based queues are a bad idea.
Tickets don't know what groups they're a member of.
Groups don't know what tickets belong to them.
You'll need to redo the security model of the tickets to accomplish your
goal.
On Fri, Sep 7, 2012 at 3:53 PM, Leonardo Certuche
leonardo.certu...@itconsultores.com.co wrote:
Hello again,
I just checked what Gerald advised, the documentation on that parameter
reads:
Defines the groups every customer user will be in (if
CustomerGroupSupport is enabled and you don't want to manage every user for
these groups).
The thing is that they DO want to have separate groups for different
customers, they'll split customers in groups so bad, that what they're
expecting is being able to use the CompanyTickets button in order to let
each customer see ALL tickets on queues associated to the group the
customer has permission on. Any ideas?
Thanks!
Leonardo Certuche
On 7 September 2012 14:32, Leonardo Certuche
leonardo.certu...@itconsultores.com.co wrote:
Hello Gerald!
Thanks for your answer! I'm going to try with CustomerGroupsAlwaysGroups
to see if it does what the customer expects.
Regards,
Leonardo Certuche
ITSM Consultant / COO
(57) 301 284 6250
(57) 4 320 7960 ext 1002
www.itconsultores.com.co
Cra 41 Nro 9 - 51 Edificio Arteria Of 104
Medellín, Colombia
On 7 September 2012 13:03, Gerald Young cryth...@gmail.com wrote:
Besides which, CustomerGroupsAlwaysGroups = users means that this
customer could be able to see all tickets.
On Fri, Sep 7, 2012 at 2:01 PM, Gerald Young cryth...@gmail.comwrote:
Hello, Leonardo!
This doesn't sound like a healthy thing to do, unless you *promise*
that other customers won't be in that customer group.
On Fri, Sep 7, 2012 at 12:38 PM, Leonardo Certuche
leonardo.certu...@itconsultores.com.co wrote:
Hello there,
One of our customers wants to change the behaviour of the
CompanyTickets button on the customer interface. Instead of showing the
tickets associated with the CustomerID of the Customer, they want to show
there the tickets that are in the groups where the customer has
permissions
to (we already have CustomerGroupSupport enabled).
We where checking the code at
Kernel/Modules/CustomerTicketOverview.pm and it seems to refer to the
following lines:
CompanyTickets = {
All = {
Name = 'All',
Prio = 1000,
Search = {
CustomerID =
[ $Self-{CustomerUserObject}-CustomerIDs(
User = $Self-{UserLogin} ) ],
OrderBy= $Self-{OrderBy},
SortBy = $Self-{SortBy},
CustomerUserID = $Self-{UserID},
Permission = 'ro',
},
},
Is there any way we can change the criteria to match this customer's
expectation?
Thanks,
Leonardo Certuche
www.itconsultores.com.co
Medellín, Colombia
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Re: [otrs] Problems with group of email
Hello all, I was looking for any other log in my server, but all I can see is what I said in the last email. My OTRS system says the message was sent. The account used by OTRS (a google email) also says the email was sent. Here I think there is nothing more to see. I dont know if I can see any MTA log with this scenario. I did a test with a customer using a google group as email. I did not receive the email. I also checked the spam box. I'm not totally sure if it is an OTRS problem or not, since the customer received the email when he asked for his password. Thanks for all your help, --- Carlos Eduardo Ribas 2012/9/7 David Boyes dbo...@sinenomine.net But what about the MTA logs? can you see that the email was accepted by the mail server and then sent on to it's next destination? If your MTA has sent it on then it's not your system that is causing the problem but the remote system (in which case poke their postmaster to check their logs to find out why it's not being delivered). Yeah. At this point, it's not your server. - 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] Problems with group of email
It's not an OTRS issue as you've indicated the email was sent on to Google OK, it is a problem with Google Groups (more than likely their spam filters, or the email address that the email is being sent as does not have the right to deliver mail to the group). Steve On 10 September 2012 13:48, Carlos Ribas car...@ansp.br wrote: Hello all, I was looking for any other log in my server, but all I can see is what I said in the last email. My OTRS system says the message was sent. The account used by OTRS (a google email) also says the email was sent. Here I think there is nothing more to see. I dont know if I can see any MTA log with this scenario. I did a test with a customer using a google group as email. I did not receive the email. I also checked the spam box. I'm not totally sure if it is an OTRS problem or not, since the customer received the email when he asked for his password. Thanks for all your help, --- Carlos Eduardo Ribas - 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] Problems with group of email
I don't know Steve, because It works when the customer asks for his password. If the customer receives the password and his email is from a google group, why he can not receive an auto response? The group is set to be public. Best regards, --- Carlos Eduardo Ribas 2012/9/10 Steven Carr sjc...@gmail.com It's not an OTRS issue as you've indicated the email was sent on to Google OK, it is a problem with Google Groups (more than likely their spam filters, or the email address that the email is being sent as does not have the right to deliver mail to the group). Steve On 10 September 2012 13:48, Carlos Ribas car...@ansp.br wrote: Hello all, I was looking for any other log in my server, but all I can see is what I said in the last email. My OTRS system says the message was sent. The account used by OTRS (a google email) also says the email was sent. Here I think there is nothing more to see. I dont know if I can see any MTA log with this scenario. I did a test with a customer using a google group as email. I did not receive the email. I also checked the spam box. I'm not totally sure if it is an OTRS problem or not, since the customer received the email when he asked for his password. Thanks for all your help, --- Carlos Eduardo Ribas - 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] Problems with group of email
I'm not totally sure if it is an OTRS problem or not, since the customer received the email when he asked for his password. Like I said, at this point, it's not your server. Something outside the OTRS environment is intercepting the mail, based on some criteria you can't see. If he got the password email, then the OTRS server is working and your SMTP service is working. It's something on the receiving side - pretty much your only hope is to get the postmaster of the receiving site to work with 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
Re: [otrs] Problems with group of email
Public or not, they still do some analysis on the *content* of the incoming message, and that's the likely thing that's biting you. Something in the content of the message is triggering a filter at the receiving site. There's nothing OTRS can do about that. From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Carlos Ribas Sent: Monday, September 10, 2012 10:45 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Problems with group of email I don't know Steve, because It works when the customer asks for his password. If the customer receives the password and his email is from a google group, why he can not receive an auto response? The group is set to be public. - 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-de] FAQ Bilder einfügen funktioniert nicht immer
Gibts da schon was neues? Weiß jemand eine Lösung? Ich hab mich in letzter Zeit leider aus zeitlichen Gründen nicht darum kümmern können. Gruß Chris Am 10. August 2012 16:42 schrieb Christoph Ohliger christoph.ohli...@fh-rosenheim.de: Hallo Christian, keine Lösung aber ich habe das Problem auch immer wieder mal. Bisher habe ich mich aber nicht auf die Suche nach der Ursache gemacht ... Grüsse Christoph Am 10.08.2012 14:15, schrieb Christian Kreis: Servus, wir möchte bei den FAQs direkt in den Text einen Screenshot aus dem Zwischenspeicher einfügen, mit dem Firefox funktioniert das soweit auch ganz gut. Das Problem ist jetzt nur, dass er oftmals die eingefügt Bilder, sobald man den Artikel speichert wieder löscht und somit nicht übernimmt. Das macht er aber nicht immer sondern nur hin und wieder. Weiß jemand was zu dem Thema? Danke schon mal. Gruß Christian - 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 - 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 - 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
[otrs-de] Sperre eines Tickets, Besitzübernahme
Hallo, steht irgendwo erschöpfend beschrieben, wodurch, durch welche Aktion, ein Ticket gesperrt wird? Ich weiß, dass das bei einer Besitzerzuweisung geschieht. Wann/wodurch noch? Die gleiche Frage stellt sich mir, wodurch (außer durch explizite Zuweisung) eine Besitzübernhame ausgelöst wird. Interne Änderungen an der Programmlogik haben wir nicht vorgenommen. Sofern beides auch durch Konfigurationseinstellungen geändert werden kann (steht das irgendwo zusammengefasst?), kann von den Defaultwerten ausgegangen werden, auch dort sind wir sehr konservativ mit Änderungen. Danke für jegliche Hinweise. Freundliche Grüße Uwe (Baumbach) -- Sie interessieren sich für Familienforschung? Dann schauen Sie doch mal hier vorbei: http://compgen.de http://GenWiki.genealogy.net - 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
Re: [otrs-de] FAQ-Suche für Agenten nach Upgrade zu OTRS 3.1 defekt
Am Montag, 20. August 2012, 15:08:48 schrieb Dr. Christoph Hermann:
Hallo,
also inzwischen habe ich des Rätsels Lösung gefunden, bzw. einen
Workaround/Fix implementiert:
Benutzt man die gewöhnliche FAQ-Suche ist eine weitere Spalte mit der
FAQ-ID enthalten, welche den benötigten MasterActionLink enthält:
---
tr class=MasterAction Even id=ItemID_55_
td
a class=MasterActionLink title=420055
href=/otrs/index.pl?Action=AgentFAQZoom;ItemIDU;Nav=
420055
[snip]
Jetzt stellt sich mir nur die Frage, warum die Spalte im einen Fall
eingefügt wird und im anderen nicht.
Bei der normalen FAQ Suche wird AgentFAQExplorer.pm ausgeführt, bei der im
Popup eingebundenen Suche wird AgentFAQSearchSmall.pm ausgeführt.
Der Unterschied ist nun, dass in ersterem die ID-Spalte auf jeden Fall
ausgegeben wird, da diese den MasterActionLink enthält. Die entsprechenden
vier zeilen fehlen (hier) in der AgentFAQSearchSmall.pm.
Folgender Patch behebt das Problem:
hermann@otrs:/opt/otrs/Kernel/Modules$ diff -c AgentFAQSearchSmall.pm.orig
AgentFAQSearchSmall.pm
*** AgentFAQSearchSmall.pm.orig Mon Sep 10 16:01:52 2012
--- AgentFAQSearchSmall.pm Mon Sep 10 16:02:17 2012
***
*** 254,259
--- 254,265
next COLUMNNAME if !$PossibleColumn{$Name};
push @ShowColumns, $Name;
}
+
+ # enforce FAQ number column since is the link MasterAction hook
+ if ( !$PossibleColumn{'Number'} ) {
+ push @ShowColumns, 'Number';
+ }
+
}
$Output .= $Self-{LayoutObject}-FAQListShow(
hermann@otrs:/opt/otrs/Kernel/Modules$
Viele Grüße
Christoph Hermann
--
Dr. Christoph Hermann
Institut für Informatik
Tel: +49 761-203-8171 Fax: +49 761-203-8142
E-Mail: herm...@informatik.uni-freiburg.de
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