[otrs] Customer Group as Generic Agent filter condition
Greetings to all, this is my first post in this group, I tried to find an answer to my problem googling around but without any luck. I need a bit of help with OTRS 3.2.1 in creating a Generic Agent script for my company, basically this is what i need: My company has a number of queues based on various products, but every customer is mapped to a group which refers to an Agent as responsible (Key Account for customer). When a ticket is opened on OTRS by customer sending emails to the system, i want to check who is the customer, look for its group and then automatically assign the ticket to the account manager for the group as responsible. I don't know if i made myself clear :/ I know i can map each and every customer to a Responsible using Generic Agent, but here we are speaking of thousands of them... it would take ages to create all filters... Using the Customer Group function would be a nice help, but there is no such possibility in Web Interface and i don't know the exact variable name (and if it's usable) for the GenericAgent.pm script Thanks in advance for any help Feel free to point me in another direction if i'm going on a bad road! :) -- *Lynx International Srl* *Stefano Finetti* *Senior System Consultant* *Axed Group* Via Pier Luigi Nervi e/3 - Torre 6 - 04100 Latina Skype: *ssfinetti* * * -- This e-mail and any files transmitted contain documentation which is highly confidential and intended solely for the use of the individual or entity to whom they are addressed. All written data and other information in the documentation is and shall remain the property of the disclosing party. If you are not the intended recipient you are hereby formally notified that any disclosure, dissemination, forwarding, storing, copying or use of any of the information is strictly prohibited and will be legally pursued. If you received this in error, please contact the sender and destroy the documentation including deletion of the same from any computer. 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
Re: [otrs] Customer Group as Generic Agent filter condition
Probably easier to give customer a dedicated email for responsible agent. You'd set up an aliased email to your otrs mail fetch box and dispatch by to. Customer groups are permissions and since it is possible that a customer can be members of multiple groups, your suggested path is not optimal. On the customer side, I'd extend the customer table schema and the Config.pm Map to hold an attribute related to account manager. Then again, if a customer owns multiple of your products, what is your plan? On Feb 13, 2013 5:05 AM, Finetti, Stefano sfine...@lynx-international.com wrote: Greetings to all, this is my first post in this group, I tried to find an answer to my problem googling around but without any luck. I need a bit of help with OTRS 3.2.1 in creating a Generic Agent script for my company, basically this is what i need: My company has a number of queues based on various products, but every customer is mapped to a group which refers to an Agent as responsible (Key Account for customer). When a ticket is opened on OTRS by customer sending emails to the system, i want to check who is the customer, look for its group and then automatically assign the ticket to the account manager for the group as responsible. I don't know if i made myself clear :/ I know i can map each and every customer to a Responsible using Generic Agent, but here we are speaking of thousands of them... it would take ages to create all filters... Using the Customer Group function would be a nice help, but there is no such possibility in Web Interface and i don't know the exact variable name (and if it's usable) for the GenericAgent.pm script Thanks in advance for any help Feel free to point me in another direction if i'm going on a bad road! :) -- *Lynx International Srl* *Stefano Finetti* *Senior System Consultant* *Axed Group* Via Pier Luigi Nervi e/3 - Torre 6 - 04100 Latina Skype: *ssfinetti* * * This e-mail and any files transmitted contain documentation which is highly confidential and intended solely for the use of the individual or entity to whom they are addressed. All written data and other information in the documentation is and shall remain the property of the disclosing party. If you are not the intended recipient you are hereby formally notified that any disclosure, dissemination, forwarding, storing, copying or use of any of the information is strictly prohibited and will be legally pursued. If you received this in error, please contact the sender and destroy the documentation including deletion of the same from any computer. 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 - 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] OTRS localisation and language not working completely
I'm a new to this list so Hello everyone. I've got a problem using Finnish language pack on otrs 3.2.1. I've downloaded it from http://fossies.org/unix/misc/otrs-3.2.1.tar.gz:a/otrs-3.2.1/Kernel/Language/fi.pm . The problem is that not everything is translated on the pages but some of the texts are. I did a quick check from fi.pm where the translations are and noticed that even if translation is found from that file, it's not translated on the page. Could anyone help? Thanx. ~pete - 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] OTRS localisation and language not working completely
Hi, On Feb 13, 2013, at 1:57 PM, Pete nyf...@gmail.com wrote: I've got a problem using Finnish language pack on otrs 3.2.1. I've downloaded ? What for a problem ? -- Shawn Beasley - 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] OTRS localisation and language not working completely
Hi, sorry, for some reason the whole mail seemed not to come to list. Below is the whole mail: I'm a new to this list so Hello everyone. I've got a problem using Finnish language pack on otrs 3.2.1. I've downloaded it from http://fossies.org/unix/misc/otrs-3.2.1.tar.gz:a/otrs-3.2.1/Kernel/Language/fi.pm . The problem is that not everything is translated on the pages but some of the texts are. I did a quick check from fi.pm where the translations are and noticed that even if translation is found from that file, it's not translated on the page. Could anyone help? Thanx. ~pete On Wed, Feb 13, 2013 at 2:58 PM, Shawn Beasley shawn.beas...@otrs.com wrote: Hi, On Feb 13, 2013, at 1:57 PM, Pete nyf...@gmail.com wrote: I've got a problem using Finnish language pack on otrs 3.2.1. I've downloaded ? What for a problem ? -- Shawn Beasley - 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] Customer Group as Generic Agent filter condition
Il giorno mercoledì 13 febbraio 2013 13:18:53 UTC+1, Gerald Young ha scritto: Probably easier to give customer a dedicated email for responsible agent. You'd set up an aliased email to your otrs mail fetch box and dispatch by to. Unfortunately this is not an option. My company has a dedicated email address for support tickets and I don't think they'll want to change this. Customer groups are permissions and since it is possible that a customer can be members of multiple groups, your suggested path is not optimal. On the customer side, I'd extend the customer table schema and the Config.pm Map to hold an attribute related to account manager. Actually on my otrs installation a customer can't be part of more than one group, 'cause the only way customers open their tickets is by mail or by phone. They have no login to the customer.pl portal. Groups are used only for agents and queues and are product related. It's, however, very interesting the option about extending the customer table and customer Map. Do you think I could be able to filter using that attribute in GenericAgent? Then again, if a customer owns multiple of your products, what is your plan? Well i know it sounds weird, but this isn't a real problem. Customers are surely linked to more than one product, but when they open a ticket, for any of the products they use, the ticket will have as responsible the Key Account, while the operator will be the person in charge to solve their problem. I could create a group, for example Stefanos_Customers and link all my customers to that group. If I could use this group as a filter in a GenericAgent script, it would solve my need of automatic assegnation of the ticket (carelessly of the queue) to the responsible person. Thanks Stefano -- This e-mail and any files transmitted contain documentation which is highly confidential and intended solely for the use of the individual or entity to whom they are addressed. All written data and other information in the documentation is and shall remain the property of the disclosing party. If you are not the intended recipient you are hereby formally notified that any disclosure, dissemination, forwarding, storing, copying or use of any of the information is strictly prohibited and will be legally pursued. If you received this in error, please contact the sender and destroy the documentation including deletion of the same from any computer. 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
Re: [otrs] OTRS localisation and language not working completely
Hi Pete, You should not 'download the language pack', all 30+ translations are inlcuded in the Kernel/Language directory of your OTRS system. Not all languages are equally complete though. Some are well-maintained, some have not been maintained for a little while, some for a little longer. you can see the translation status here: http://lists.otrs.org/pipermail/i18n/2013-January/000729.html Note that a large part of the translation tags are 'sysconfig settings'. For instance, in Dutch, the translation is complete for the Customer, Agents, and Admins, only the majority of the Sysconfig settings are not translated in Dutch. This means, if you use OTRS in Dutch localization, you'll only find English words in SysConfig, as the OTRS Administrator. Dutch is marked as 70% complete, so apparently at least 30% of all translation tags are sysconfig tags. Finnish is marked as 44% complete, so it's pretty safe to assume lots of words are not translated in the Finnish language. If you want to work on the translation files, please always work on the last version from source code control (http://source.otrs.org/viewvc.cgi/otrs/Kernel/Language/fi.pm) - put it on your own system so you can test it - and send us back the file so we will integrate it in the next OTRS release. On our web site we have a PDF that contains information for how to update and contribute translations in OTRS:http://www.otrs.com/en/open-source/contribute/ -- Mike On Wed, Feb 13, 2013 at 2:12 PM, Pete nyf...@gmail.com wrote: Hi, sorry, for some reason the whole mail seemed not to come to list. Below is the whole mail: I'm a new to this list so Hello everyone. I've got a problem using Finnish language pack on otrs 3.2.1. I've downloaded it from http://fossies.org/unix/misc/otrs-3.2.1.tar.gz:a/otrs-3.2.1/Kernel/Language/fi.pm . The problem is that not everything is translated on the pages but some of the texts are. I did a quick check from fi.pm where the translations are and noticed that even if translation is found from that file, it's not translated on the page. Could anyone help? Thanx. ~pete On Wed, Feb 13, 2013 at 2:58 PM, Shawn Beasley shawn.beas...@otrs.com wrote: Hi, On Feb 13, 2013, at 1:57 PM, Pete nyf...@gmail.com wrote: I've got a problem using Finnish language pack on otrs 3.2.1. I've downloaded ? What for a problem ? -- Shawn Beasley - 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 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] changing a label in 3.1.x
Hello, Could someone clue me in on the correct way to change a label that appears when working with a ticket. Example I want to change Service Level Agreement to like Severity type . I see that this appears in the following file in Kernel/Output/HTML/Standard AAATicket.dtl AdminGenericAgent.dtl AgentTicketActionCommon.dtl AgentTicketEmail.dtl AgentTicketMasterSlave.dtl AgentTicketOverviewMedium.dtl AgentTicketOverviewPreview.dtl AgentTicketPhone.dtl AgentTicketPrint.dtl AgentTicketSearch.dtl AgentTicketZoom.dtl Should I copy these to my own Theme dir and change them or is there one file I can change to accomplish this. -- Stephen Clark *NetWolves* Director of Technology Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.cl...@netwolves.com http://www.netwolves.com - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] changing a label in 3.1.x
Hi Steve, The best way to go about it is to change it in a custom translation file. See here: http://doc.otrs.org/developer/3.1/en/html/contributing.html#custom-translation-file You could have a custom translation file that translates the word Service Level Agreement to Severity Type and this makes sure that everywhere in the front end this string is used, no matter what DTL file it comes from, your string is used instead. HTH, Mike On Wed, Feb 13, 2013 at 6:09 PM, Steve Clark scl...@netwolves.com wrote: Hello, Could someone clue me in on the correct way to change a label that appears when working with a ticket. Example I want to change Service Level Agreement to like Severity type . I see that this appears in the following file in Kernel/Output/HTML/Standard AAATicket.dtl AdminGenericAgent.dtl AgentTicketActionCommon.dtl AgentTicketEmail.dtl AgentTicketMasterSlave.dtl AgentTicketOverviewMedium.dtl AgentTicketOverviewPreview.dtl AgentTicketPhone.dtl AgentTicketPrint.dtl AgentTicketSearch.dtl AgentTicketZoom.dtl Should I copy these to my own Theme dir and change them or is there one file I can change to accomplish this. -- Stephen Clark *NetWolves* Director of Technology Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.cl...@netwolves.com http://www.netwolves.com - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - 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] changing a label in 3.1.x
Hi Michiel, Thanks so much for the response. Regards, Steve On 02/13/2013 12:57 PM, Michiel Beijen wrote: Hi Steve, The best way to go about it is to change it in a custom translation file. See here: http://doc.otrs.org/developer/3.1/en/html/contributing.html#custom-translation-file You could have a custom translation file that translates the word Service Level Agreement to Severity Type and this makes sure that everywhere in the front end this string is used, no matter what DTL file it comes from, your string is used instead. HTH, Mike On Wed, Feb 13, 2013 at 6:09 PM, Steve Clark scl...@netwolves.com mailto:scl...@netwolves.com wrote: Hello, Could someone clue me in on the correct way to change a label that appears when working with a ticket. Example I want to change Service Level Agreement to like Severity type . I see that this appears in the following file in Kernel/Output/HTML/Standard AAATicket.dtl AdminGenericAgent.dtl AgentTicketActionCommon.dtl AgentTicketEmail.dtl AgentTicketMasterSlave.dtl AgentTicketOverviewMedium.dtl AgentTicketOverviewPreview.dtl AgentTicketPhone.dtl AgentTicketPrint.dtl AgentTicketSearch.dtl AgentTicketZoom.dtl Should I copy these to my own Theme dir and change them or is there one file I can change to accomplish this. -- Stephen Clark *NetWolves* Director of Technology Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.cl...@netwolves.com mailto:steve.cl...@netwolves.com http://www.netwolves.com - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - 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 -- Stephen Clark *NetWolves* Director of Technology Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.cl...@netwolves.com http://www.netwolves.com - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] OTRS localisation and language not working completely
Thanx Michiel. I took the latest from your pages and started editing it for the parts that needs to be still translated. Seems to work lika a charm. ~pete On Wed, Feb 13, 2013 at 6:52 PM, Michiel Beijen michiel.bei...@otrs.com wrote: Hi Pete, You should not 'download the language pack', all 30+ translations are inlcuded in the Kernel/Language directory of your OTRS system. Not all languages are equally complete though. Some are well-maintained, some have not been maintained for a little while, some for a little longer. you can see the translation status here: http://lists.otrs.org/pipermail/i18n/2013-January/000729.html Note that a large part of the translation tags are 'sysconfig settings'. For instance, in Dutch, the translation is complete for the Customer, Agents, and Admins, only the majority of the Sysconfig settings are not translated in Dutch. This means, if you use OTRS in Dutch localization, you'll only find English words in SysConfig, as the OTRS Administrator. Dutch is marked as 70% complete, so apparently at least 30% of all translation tags are sysconfig tags. Finnish is marked as 44% complete, so it's pretty safe to assume lots of words are not translated in the Finnish language. If you want to work on the translation files, please always work on the last version from source code control (http://source.otrs.org/viewvc.cgi/otrs/Kernel/Language/fi.pm) - put it on your own system so you can test it - and send us back the file so we will integrate it in the next OTRS release. On our web site we have a PDF that contains information for how to update and contribute translations in OTRS: http://www.otrs.com/en/open-source/contribute/ -- Mike On Wed, Feb 13, 2013 at 2:12 PM, Pete nyf...@gmail.com wrote: Hi, sorry, for some reason the whole mail seemed not to come to list. Below is the whole mail: I'm a new to this list so Hello everyone. I've got a problem using Finnish language pack on otrs 3.2.1. I've downloaded it from http://fossies.org/unix/misc/otrs-3.2.1.tar.gz:a/otrs-3.2.1/Kernel/Language/fi.pm . The problem is that not everything is translated on the pages but some of the texts are. I did a quick check from fi.pm where the translations are and noticed that even if translation is found from that file, it's not translated on the page. Could anyone help? Thanx. ~pete On Wed, Feb 13, 2013 at 2:58 PM, Shawn Beasley shawn.beas...@otrs.com wrote: Hi, On Feb 13, 2013, at 1:57 PM, Pete nyf...@gmail.com wrote: I've got a problem using Finnish language pack on otrs 3.2.1. I've downloaded ? What for a problem ? -- Shawn Beasley - 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 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
