Re: [otrs] ACL question

2014-02-17 Thread BIRO Zoltan 
Hello,

Any idea for this issue?
Thanks!
Zoltan

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of BIRO 
Zoltan
Sent: Friday, February 14, 2014 2:08 PM
To: otrs@otrs.org
Subject: [otrs] ACL question

Hi All,

I'm playing with ACL for service assignment. If I configured to set priority 5 
for this CustomeID it's working, when I open a new ticket the priority setting 
up to priority 5 automatically.
My problem is when I configure the Service it's doesn't shows anything in the 
new ticket service field.

What did I wrong?
OTRS version 3.3.4 and my ZZZACL.pm:

# OTRS config file (automatically generated)
# VERSION:1.1
package Kernel::Config::Files::ZZZACL;
use strict;
use warnings;
use utf8;
sub Load {
my ($File, $Self) = @_;

# Created: 2014-02-14 13:21:50 
(zoltan.b...@amaris.com)
# Changed: 2014-02-14 13:46:23 
(zoltan.b...@amaris.com)
$Self->{TicketAcl}->{"Service CustomerID"} = {
  'Possible' => {
'Ticket' => {
  'Service' => [
'GENERIC::TEST'
  ]
}
  },
  'PossibleNot' => {},
  'Properties' => {
'CustomerUser' => {
  'UserCustomerID' => [
'AMACN'
  ]
}
  },
  'PropertiesDatabase' => {},
  'StopAfterMatch' => 0
};

}
1;

Thanks!
Zoltan
-
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] ACL question

2014-02-17 Thread Gerald Young 
ACL's are supposed to be added directly to Config.pm according to
documentation.
Services are attached to customers, so won't show until a customer is
chosen.



On Mon, Feb 17, 2014 at 3:01 AM, BIRO Zoltan  wrote:

>  Hello,
>
>
>
> Any idea for this issue?
>
> Thanks!
>
> Zoltan
>
>
>
> *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf
> Of *BIRO Zoltan
> *Sent:* Friday, February 14, 2014 2:08 PM
> *To:* otrs@otrs.org
> *Subject:* [otrs] ACL question
>
>
>
> Hi All,
>
>
>
> I'm playing with ACL for service assignment. If I configured to set
> priority 5 for this CustomeID it's working, when I open a new ticket the
> priority setting up to priority 5 automatically.
>
> My problem is when I configure the Service it's doesn't shows anything in
> the new ticket service field.
>
>
>
> What did I wrong?
>
> OTRS version 3.3.4 and my ZZZACL.pm:
>
>
>
> # OTRS config file (automatically generated)
>
> # VERSION:1.1
>
> package Kernel::Config::Files::ZZZACL;
>
> use strict;
>
> use warnings;
>
> use utf8;
>
> sub Load {
>
> my ($File, $Self) = @_;
>
>
>
> # Created: 2014-02-14 13:21:50 (zoltan.b...@amaris.com)
>
> # Changed: 2014-02-14 13:46:23 (zoltan.b...@amaris.com)
>
> $Self->{TicketAcl}->{"Service CustomerID"} = {
>
>   'Possible' => {
>
> 'Ticket' => {
>
>   'Service' => [
>
> 'GENERIC::TEST'
>
>   ]
>
> }
>
>   },
>
>   'PossibleNot' => {},
>
>   'Properties' => {
>
> 'CustomerUser' => {
>
>   'UserCustomerID' => [
>
> 'AMACN'
>
>   ]
>
> }
>
>   },
>
>   'PropertiesDatabase' => {},
>
>   'StopAfterMatch' => 0
>
> };
>
>
>
> }
>
> 1;
>
>
>
> Thanks!
>
> Zoltan
>
> -
> 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 filters in the AgentTicketQueue

2014-02-17 Thread Marty Hillman 
I have done similar, but only through selecting CSV in the dropdown for the 
query.  It then pops right open in Excel.  Since I primarily use this for 
reporting it works for me, but now you are giving me thoughts about mass 
reallocation of tickets between agents.

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Olivier 
Macchioni
Sent: Monday, February 17, 2014 1:38 AM
To: User questions and discussions about OTRS.
Subject: [otrs] Adding filters in the AgentTicketQueue

Hello dear List,

Today, the AgentTicketQueue allows to sort tickets by various columns (Age, 
Ticket Number, State, ...) - I've added some more columns for our own needs 
(Customer Language for instance).

I wonder if it's possible to add the option to "Filter" the tickets depending 
the value in those columns, to show for instance only the "Open" tickets or 
only the tickets in German (or a combination of the two). I'm envisioning 
filters à la Excel, with a simple drop-down using  + some Javascript to 
trigger the filtering.

Has anyone done this so far?

Olivier
-
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 filters in the AgentTicketQueue

2014-02-17 Thread Gerald Young 
Per http://lists.otrs.org/pipermail/otrs/2014-February/040834.html you
should be able to add multiple dashlets by multiple instances of the xml
file (distinctly labelled.) Modify filters/Attributes per instance.


On Mon, Feb 17, 2014 at 9:20 AM, Marty Hillman  wrote:

> I have done similar, but only through selecting CSV in the dropdown for
> the query.  It then pops right open in Excel.  Since I primarily use this
> for reporting it works for me, but now you are giving me thoughts about
> mass reallocation of tickets between agents.
>
> -Original Message-
> From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
> Olivier Macchioni
> Sent: Monday, February 17, 2014 1:38 AM
> To: User questions and discussions about OTRS.
> Subject: [otrs] Adding filters in the AgentTicketQueue
>
> Hello dear List,
>
> Today, the AgentTicketQueue allows to sort tickets by various columns
> (Age, Ticket Number, State, ...) - I've added some more columns for our own
> needs (Customer Language for instance).
>
> I wonder if it's possible to add the option to "Filter" the tickets
> depending the value in those columns, to show for instance only the "Open"
> tickets or only the tickets in German (or a combination of the two). I'm
> envisioning filters à la Excel, with a simple drop-down using  +
> some Javascript to trigger the filtering.
>
> Has anyone done this so far?
>
> Olivier
> -
> 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

Re: [otrs] ACL question

2014-02-17 Thread Gerald Young 
It means the service is either not default or not assigned.


On Mon, Feb 17, 2014 at 9:42 AM, BIRO Zoltan  wrote:

>  Hello Gerald,
>
>
>
> Thanks for your reply!
>
> This ACL created with ACL Editor in version 3.3.4.
>
> Create new ticket > choose a Customer which is under the AMACN > it don't
> shows any services...
>
>
>
> Cheers,
>
> Zoltan
>
>
>
> *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf
> Of *Gerald Young
> *Sent:* Monday, February 17, 2014 2:33 PM
> *To:* User questions and discussions about OTRS.
> *Subject:* Re: [otrs] ACL question
>
>
>
> ACL's are supposed to be added directly to Config.pm according to
> documentation.
>
> Services are attached to customers, so won't show until a customer is
> chosen.
>
>
>
>
>
> On Mon, Feb 17, 2014 at 3:01 AM, BIRO Zoltan 
> wrote:
>
>  Hello,
>
>
>
> Any idea for this issue?
>
> Thanks!
>
> Zoltan
>
>
>
> *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf
> Of *BIRO Zoltan
> *Sent:* Friday, February 14, 2014 2:08 PM
> *To:* otrs@otrs.org
> *Subject:* [otrs] ACL question
>
>
>
> Hi All,
>
>
>
> I'm playing with ACL for service assignment. If I configured to set
> priority 5 for this CustomeID it's working, when I open a new ticket the
> priority setting up to priority 5 automatically.
>
> My problem is when I configure the Service it's doesn't shows anything in
> the new ticket service field.
>
>
>
> What did I wrong?
>
> OTRS version 3.3.4 and my ZZZACL.pm:
>
>
>
> # OTRS config file (automatically generated)
>
> # VERSION:1.1
>
> package Kernel::Config::Files::ZZZACL;
>
> use strict;
>
> use warnings;
>
> use utf8;
>
> sub Load {
>
> my ($File, $Self) = @_;
>
>
>
> # Created: 2014-02-14 13:21:50 (zoltan.b...@amaris.com)
>
> # Changed: 2014-02-14 13:46:23 (zoltan.b...@amaris.com)
>
> $Self->{TicketAcl}->{"Service CustomerID"} = {
>
>   'Possible' => {
>
> 'Ticket' => {
>
>   'Service' => [
>
> 'GENERIC::TEST'
>
>   ]
>
> }
>
>   },
>
>   'PossibleNot' => {},
>
>   'Properties' => {
>
> 'CustomerUser' => {
>
>   'UserCustomerID' => [
>
> 'AMACN'
>
>   ]
>
> }
>
>   },
>
>   'PropertiesDatabase' => {},
>
>   'StopAfterMatch' => 0
>
> };
>
>
>
> }
>
> 1;
>
>
>
> Thanks!
>
> Zoltan
>
>
> -
> 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

Re: [otrs] ACL question

2014-02-17 Thread BIRO Zoltan 
Hello Gerald,

Thanks for your reply!
This ACL created with ACL Editor in version 3.3.4.
Create new ticket > choose a Customer which is under the AMACN > it don't shows 
any services...

Cheers,
Zoltan

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald 
Young
Sent: Monday, February 17, 2014 2:33 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] ACL question

ACL's are supposed to be added directly to Config.pm according to documentation.
Services are attached to customers, so won't show until a customer is chosen.


On Mon, Feb 17, 2014 at 3:01 AM, BIRO Zoltan 
mailto:zoltan.b...@amaris.com>> wrote:
Hello,

Any idea for this issue?
Thanks!
Zoltan

From: otrs-boun...@otrs.org 
[mailto:otrs-boun...@otrs.org] On Behalf Of BIRO 
Zoltan
Sent: Friday, February 14, 2014 2:08 PM
To: otrs@otrs.org
Subject: [otrs] ACL question

Hi All,

I'm playing with ACL for service assignment. If I configured to set priority 5 
for this CustomeID it's working, when I open a new ticket the priority setting 
up to priority 5 automatically.
My problem is when I configure the Service it's doesn't shows anything in the 
new ticket service field.

What did I wrong?
OTRS version 3.3.4 and my ZZZACL.pm:

# OTRS config file (automatically generated)
# VERSION:1.1
package Kernel::Config::Files::ZZZACL;
use strict;
use warnings;
use utf8;
sub Load {
my ($File, $Self) = @_;

# Created: 2014-02-14 13:21:50 
(zoltan.b...@amaris.com)
# Changed: 2014-02-14 13:46:23 
(zoltan.b...@amaris.com)
$Self->{TicketAcl}->{"Service CustomerID"} = {
  'Possible' => {
'Ticket' => {
  'Service' => [
'GENERIC::TEST'
  ]
}
  },
  'PossibleNot' => {},
  'Properties' => {
'CustomerUser' => {
  'UserCustomerID' => [
'AMACN'
  ]
}
  },
  'PropertiesDatabase' => {},
  'StopAfterMatch' => 0
};

}
1;

Thanks!
Zoltan

-
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] ACL question

2014-02-17 Thread BIRO Zoltan 
How change my current services to default?

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald 
Young
Sent: Monday, February 17, 2014 3:45 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] ACL question

It means the service is either not default or not assigned.

On Mon, Feb 17, 2014 at 9:42 AM, BIRO Zoltan 
mailto:zoltan.b...@amaris.com>> wrote:
Hello Gerald,

Thanks for your reply!
This ACL created with ACL Editor in version 3.3.4.
Create new ticket > choose a Customer which is under the AMACN > it don't shows 
any services...

Cheers,
Zoltan

From: otrs-boun...@otrs.org 
[mailto:otrs-boun...@otrs.org] On Behalf Of 
Gerald Young
Sent: Monday, February 17, 2014 2:33 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] ACL question

ACL's are supposed to be added directly to Config.pm according to documentation.
Services are attached to customers, so won't show until a customer is chosen.


On Mon, Feb 17, 2014 at 3:01 AM, BIRO Zoltan 
mailto:zoltan.b...@amaris.com>> wrote:
Hello,

Any idea for this issue?
Thanks!
Zoltan

From: otrs-boun...@otrs.org 
[mailto:otrs-boun...@otrs.org] On Behalf Of BIRO 
Zoltan
Sent: Friday, February 14, 2014 2:08 PM
To: otrs@otrs.org
Subject: [otrs] ACL question

Hi All,

I'm playing with ACL for service assignment. If I configured to set priority 5 
for this CustomeID it's working, when I open a new ticket the priority setting 
up to priority 5 automatically.
My problem is when I configure the Service it's doesn't shows anything in the 
new ticket service field.

What did I wrong?
OTRS version 3.3.4 and my ZZZACL.pm:

# OTRS config file (automatically generated)
# VERSION:1.1
package Kernel::Config::Files::ZZZACL;
use strict;
use warnings;
use utf8;
sub Load {
my ($File, $Self) = @_;

# Created: 2014-02-14 13:21:50 
(zoltan.b...@amaris.com)
# Changed: 2014-02-14 13:46:23 
(zoltan.b...@amaris.com)
$Self->{TicketAcl}->{"Service CustomerID"} = {
  'Possible' => {
'Ticket' => {
  'Service' => [
'GENERIC::TEST'
  ]
}
  },
  'PossibleNot' => {},
  'Properties' => {
'CustomerUser' => {
  'UserCustomerID' => [
'AMACN'
  ]
}
  },
  'PropertiesDatabase' => {},
  'StopAfterMatch' => 0
};

}
1;

Thanks!
Zoltan

-
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

Re: [otrs] ACL question

2014-02-17 Thread BIRO Zoltan 
I found it...

[cid:image001.png@01CD9FFB.9C1BFCE0]
.

Zoltán Biró
Senior System Engineer
T : +36 1 700 82 99

[cid:image005.png@01CD9FFD.15FD3370]



From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of BIRO 
Zoltan
Sent: Monday, February 17, 2014 4:00 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] ACL question

How change my current services to default?

From: otrs-boun...@otrs.org 
[mailto:otrs-boun...@otrs.org] On Behalf Of Gerald Young
Sent: Monday, February 17, 2014 3:45 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] ACL question

It means the service is either not default or not assigned.

On Mon, Feb 17, 2014 at 9:42 AM, BIRO Zoltan 
mailto:zoltan.b...@amaris.com>> wrote:
Hello Gerald,

Thanks for your reply!
This ACL created with ACL Editor in version 3.3.4.
Create new ticket > choose a Customer which is under the AMACN > it don't shows 
any services...

Cheers,
Zoltan

From: otrs-boun...@otrs.org 
[mailto:otrs-boun...@otrs.org] On Behalf Of 
Gerald Young
Sent: Monday, February 17, 2014 2:33 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] ACL question

ACL's are supposed to be added directly to Config.pm according to documentation.
Services are attached to customers, so won't show until a customer is chosen.


On Mon, Feb 17, 2014 at 3:01 AM, BIRO Zoltan 
mailto:zoltan.b...@amaris.com>> wrote:
Hello,

Any idea for this issue?
Thanks!
Zoltan

From: otrs-boun...@otrs.org 
[mailto:otrs-boun...@otrs.org] On Behalf Of BIRO 
Zoltan
Sent: Friday, February 14, 2014 2:08 PM
To: otrs@otrs.org
Subject: [otrs] ACL question

Hi All,

I'm playing with ACL for service assignment. If I configured to set priority 5 
for this CustomeID it's working, when I open a new ticket the priority setting 
up to priority 5 automatically.
My problem is when I configure the Service it's doesn't shows anything in the 
new ticket service field.

What did I wrong?
OTRS version 3.3.4 and my ZZZACL.pm:

# OTRS config file (automatically generated)
# VERSION:1.1
package Kernel::Config::Files::ZZZACL;
use strict;
use warnings;
use utf8;
sub Load {
my ($File, $Self) = @_;

# Created: 2014-02-14 13:21:50 
(zoltan.b...@amaris.com)
# Changed: 2014-02-14 13:46:23 
(zoltan.b...@amaris.com)
$Self->{TicketAcl}->{"Service CustomerID"} = {
  'Possible' => {
'Ticket' => {
  'Service' => [
'GENERIC::TEST'
  ]
}
  },
  'PossibleNot' => {},
  'Properties' => {
'CustomerUser' => {
  'UserCustomerID' => [
'AMACN'
  ]
}
  },
  'PropertiesDatabase' => {},
  'StopAfterMatch' => 0
};

}
1;

Thanks!
Zoltan

-
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

Re: [otrs] ACL question

2014-02-17 Thread BIRO Zoltan 
And working now! Many thanks!

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of BIRO 
Zoltan
Sent: Monday, February 17, 2014 4:02 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] ACL question

I found it...

From: otrs-boun...@otrs.org 
[mailto:otrs-boun...@otrs.org] On Behalf Of BIRO Zoltan
Sent: Monday, February 17, 2014 4:00 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] ACL question

How change my current services to default?

From: otrs-boun...@otrs.org 
[mailto:otrs-boun...@otrs.org] On Behalf Of Gerald Young
Sent: Monday, February 17, 2014 3:45 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] ACL question

It means the service is either not default or not assigned.

On Mon, Feb 17, 2014 at 9:42 AM, BIRO Zoltan 
mailto:zoltan.b...@amaris.com>> wrote:
Hello Gerald,

Thanks for your reply!
This ACL created with ACL Editor in version 3.3.4.
Create new ticket > choose a Customer which is under the AMACN > it don't shows 
any services...

Cheers,
Zoltan

From: otrs-boun...@otrs.org 
[mailto:otrs-boun...@otrs.org] On Behalf Of 
Gerald Young
Sent: Monday, February 17, 2014 2:33 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] ACL question

ACL's are supposed to be added directly to Config.pm according to documentation.
Services are attached to customers, so won't show until a customer is chosen.


On Mon, Feb 17, 2014 at 3:01 AM, BIRO Zoltan 
mailto:zoltan.b...@amaris.com>> wrote:
Hello,

Any idea for this issue?
Thanks!
Zoltan

From: otrs-boun...@otrs.org 
[mailto:otrs-boun...@otrs.org] On Behalf Of BIRO 
Zoltan
Sent: Friday, February 14, 2014 2:08 PM
To: otrs@otrs.org
Subject: [otrs] ACL question

Hi All,

I'm playing with ACL for service assignment. If I configured to set priority 5 
for this CustomeID it's working, when I open a new ticket the priority setting 
up to priority 5 automatically.
My problem is when I configure the Service it's doesn't shows anything in the 
new ticket service field.

What did I wrong?
OTRS version 3.3.4 and my ZZZACL.pm:

# OTRS config file (automatically generated)
# VERSION:1.1
package Kernel::Config::Files::ZZZACL;
use strict;
use warnings;
use utf8;
sub Load {
my ($File, $Self) = @_;

# Created: 2014-02-14 13:21:50 
(zoltan.b...@amaris.com)
# Changed: 2014-02-14 13:46:23 
(zoltan.b...@amaris.com)
$Self->{TicketAcl}->{"Service CustomerID"} = {
  'Possible' => {
'Ticket' => {
  'Service' => [
'GENERIC::TEST'
  ]
}
  },
  'PossibleNot' => {},
  'Properties' => {
'CustomerUser' => {
  'UserCustomerID' => [
'AMACN'
  ]
}
  },
  'PropertiesDatabase' => {},
  'StopAfterMatch' => 0
};

}
1;

Thanks!
Zoltan

-
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] Batch edit due_date for Tickets

2014-02-17 Thread Gabriel Paredes 

Hello,

I'm trying to modify the due_date value for a series of Tickets, 
it's possible to run a query in the DB to edit all the matching rows?, 
If so, what is the the table to modify?


Thanks in advance.

Best Regards.
--
GP


-
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] PostMasterMailbox.pl doesn't working

2014-02-17 Thread Gerald Young 
Does manual fetch work?
Are there errors in System Log?
Windows or Linux?




On Mon, Feb 17, 2014 at 1:23 PM, Willian Silva  wrote:

> Hi folks,
>
> I've been facing off with an issue and I'll appreciate any help to solve
> it.
>
> In my OTRS 3.3.3 system, the PostMasterMailbox.pl script is running every
> 10 minutes by the otrs user cron jobs. But the tickets aren
>
> -
> 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] PostMasterMailbox.pl doesn't working

2014-02-17 Thread Willian Silva 
Hi folks,

I've been facing off with an issue and I'll appreciate any help to solve it.

In my OTRS 3.3.3 system, the PostMasterMailbox.pl script is running every
10 minutes by the otrs user cron jobs. But the tickets aren
-
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] PostMasterMailbox.pl doesn't working

2014-02-17 Thread Willian Silva 
Hi folks,

I've been facing off  an issue and I'll appreciate any help to solve it.

In my OTRS 3.3.3 system, the PostMasterMailbox.pl script is running every
10 minutes by the otrs user cron jobs. But, the tickets aren't created in
the system from customers' e-mail.

In the system log, the follow message shows up every 10 minutes:

*Can't create PID PostMasterMailbox, because it's already running*

I've been tried to run that script by myself on the CentOS 6 server (I'm
using Perl v5.10.1). However, the follow message shows up:

# /opt/otrs/bin/otrs.PostMasterMailbox.pl -f 1 -d 2


*NOTICE: PostMasterMailbox.pl is already running but is starting again!*
*Segmentation fault*

Any ideas about this "Segmentation fault" ?

I think that's the point.

Regards,

Willian Silva.
-
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] PostMasterMailbox.pl doesn't working

2014-02-17 Thread Willian Silva 
Sorry Gerald. My email was sent incomplete by my own mystake The
complete email is below

Hi folks,

I've been facing off  an issue and I'll appreciate any help to solve it.

In my OTRS 3.3.3 system, the PostMasterMailbox.pl script is running every
10 minutes by the otrs user cron jobs. But, the tickets aren't created in
the system from customers' e-mail.

In the system log, the follow message shows up every 10 minutes:

*Can't create PID PostMasterMailbox, because it's already running*

I've been tried to run that script by myself on the CentOS 6 server (I'm
using Perl v5.10.1). However, the follow message shows up:

# /opt/otrs/bin/otrs.PostMasterMailbox.pl -f 1 -d 2


*NOTICE: PostMasterMailbox.pl is already running but is starting again! *
*Segmentation fault*

Any ideas about this "Segmentation fault" ?

I think that's the point.

Regards,

Willian Silva.
-
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] PostMasterMailbox.pl doesn't working

2014-02-17 Thread piyush mishra 
Hi Willian Silva.

as a root login

   type command ==> crontab -e

 */1 * * * * /usr/bin/perl   /opt/otrs/bin/otrs.PostMasterMailbox.pl

its should work.

On 2/18/14, Willian Silva  wrote:
> Sorry Gerald. My email was sent incomplete by my own mystake The
> complete email is below
>
> Hi folks,
>
> I've been facing off  an issue and I'll appreciate any help to solve it.
>
> In my OTRS 3.3.3 system, the PostMasterMailbox.pl script is running every
> 10 minutes by the otrs user cron jobs. But, the tickets aren't created in
> the system from customers' e-mail.
>
> In the system log, the follow message shows up every 10 minutes:
>
> *Can't create PID PostMasterMailbox, because it's already running*
>
> I've been tried to run that script by myself on the CentOS 6 server (I'm
> using Perl v5.10.1). However, the follow message shows up:
>
> # /opt/otrs/bin/otrs.PostMasterMailbox.pl -f 1 -d 2
>
>
> *NOTICE: PostMasterMailbox.pl is already running but is starting again! *
> *Segmentation fault*
>
> Any ideas about this "Segmentation fault" ?
>
> I think that's the point.
>
> Regards,
>
> Willian Silva.
>
-
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] PostMasterMailbox.pl doesn't working

2014-02-17 Thread piyush mishra 
 and add one job more in crontab

 */1 * * * *  fetchmail


Thanks

Piyush Mishra

On 2/18/14, piyush mishra  wrote:
> Hi Willian Silva.
>
> as a root login
>
>type command ==> crontab -e
>
>  */1 * * * * /usr/bin/perl   /opt/otrs/bin/otrs.PostMasterMailbox.pl
>
> its should work.
>
> On 2/18/14, Willian Silva  wrote:
>> Sorry Gerald. My email was sent incomplete by my own mystake The
>> complete email is below
>>
>> Hi folks,
>>
>> I've been facing off  an issue and I'll appreciate any help to solve it.
>>
>> In my OTRS 3.3.3 system, the PostMasterMailbox.pl script is running every
>> 10 minutes by the otrs user cron jobs. But, the tickets aren't created in
>> the system from customers' e-mail.
>>
>> In the system log, the follow message shows up every 10 minutes:
>>
>> *Can't create PID PostMasterMailbox, because it's already running*
>>
>> I've been tried to run that script by myself on the CentOS 6 server (I'm
>> using Perl v5.10.1). However, the follow message shows up:
>>
>> # /opt/otrs/bin/otrs.PostMasterMailbox.pl -f 1 -d 2
>>
>>
>> *NOTICE: PostMasterMailbox.pl is already running but is starting again! *
>> *Segmentation fault*
>>
>> Any ideas about this "Segmentation fault" ?
>>
>> I think that's the point.
>>
>> Regards,
>>
>> Willian Silva.
>>
>
-
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] PostMasterMailbox.pl doesn't working

2014-02-17 Thread Willian Silva 
Thanks Piyush Mishra.

I've just tried your suggestions but I'm still having the same problem.


2014-02-17 15:52 GMT-03:00 piyush mishra :

>  and add one job more in crontab
>
>  */1 * * * *  fetchmail
>
>
> Thanks
>
> Piyush Mishra
>
> On 2/18/14, piyush mishra  wrote:
> > Hi Willian Silva.
> >
> > as a root login
> >
> >type command ==> crontab -e
> >
> >  */1 * * * * /usr/bin/perl   /opt/otrs/bin/otrs.PostMasterMailbox.pl
> >
> > its should work.
> >
> > On 2/18/14, Willian Silva  wrote:
> >> Sorry Gerald. My email was sent incomplete by my own mystake The
> >> complete email is below
> >>
> >> Hi folks,
> >>
> >> I've been facing off  an issue and I'll appreciate any help to solve it.
> >>
> >> In my OTRS 3.3.3 system, the PostMasterMailbox.pl script is running
> every
> >> 10 minutes by the otrs user cron jobs. But, the tickets aren't created
> in
> >> the system from customers' e-mail.
> >>
> >> In the system log, the follow message shows up every 10 minutes:
> >>
> >> *Can't create PID PostMasterMailbox, because it's already running*
> >>
> >> I've been tried to run that script by myself on the CentOS 6 server (I'm
> >> using Perl v5.10.1). However, the follow message shows up:
> >>
> >> # /opt/otrs/bin/otrs.PostMasterMailbox.pl -f 1 -d 2
> >>
> >>
> >> *NOTICE: PostMasterMailbox.pl is already running but is starting again!
> *
> >> *Segmentation fault*
> >>
> >> Any ideas about this "Segmentation fault" ?
> >>
> >> I think that's the point.
> >>
> >> Regards,
> >>
> >> Willian Silva.
> >>
> >
> -
> 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] PostMasterMailbox.pl doesn't working

2014-02-17 Thread Willian Silva 
Yes, Gerald Young. Manual fetch is working properly from the GUI.




2014-02-17 15:26 GMT-03:00 Gerald Young :

> Does manual fetch work?
> Are there errors in System Log?
> Windows or Linux?
>
>
>
>
> On Mon, Feb 17, 2014 at 1:23 PM, Willian Silva wrote:
>
>> Hi folks,
>>
>> I've been facing off with an issue and I'll appreciate any help to solve
>> it.
>>
>> In my OTRS 3.3.3 system, the PostMasterMailbox.pl script is running every
>> 10 minutes by the otrs user cron jobs. But the tickets aren
>>
>> -
>> 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

Re: [otrs] PostMasterMailbox.pl doesn't working

2014-02-17 Thread Gerald Young 
I'm not a fan of the other suggestions to manipulate crontab directly
because (in Linux):

otrs/bin/Cron.sh restart otrs

will concat all entries [that don't have .dist] on otrs/var/cron to the
otrs user's cron (to run in the otrs context, obeying otrs' HOME path).

to verify otrs' cron:
sudo crontab -l -u otrs | more

But you have a known error
message
.

http://forums.otterhub.org/viewtopic.php?f=62&t=17287 is one of the threads
that address this.

The error message is a symptom (Can't create a new process because the
other process is still running). It is what it says.

More to the point, the PostmasterMailbox.pl *is* running too often. This is
likely either because it's running as root AND otrs or because a single
instance is hung.

check /var/spool/cron/crontabs/* for multiple instances of
PostmasterMailbox.pl (but use crontab -e -u username to edit these!)

also, check /etc/crontab and /etc/cron* for possible manual entries and
remove them, especially if you've followed other people's instructions.

Check ps auxwww | grep PostmasterMailbox for running processes.

Attempt to manually run the otrs/bin/otrs.PostmasterMailbox.pl under the
otrs context


On Mon, Feb 17, 2014 at 2:45 PM, Willian Silva  wrote:

> Yes, Gerald Young. Manual fetch is working properly from the GUI.
>
>
>
>
> 2014-02-17 15:26 GMT-03:00 Gerald Young :
>
> Does manual fetch work?
>> Are there errors in System Log?
>> Windows or Linux?
>>
>>
>>
>>
>> On Mon, Feb 17, 2014 at 1:23 PM, Willian Silva wrote:
>>
>>> Hi folks,
>>>
>>> I've been facing off with an issue and I'll appreciate any help to solve
>>> it.
>>>
>>> In my OTRS 3.3.3 system, the PostMasterMailbox.pl script is running
>>> every 10 minutes by the otrs user cron jobs. But the tickets aren
>>>
>>> -
>>> 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

[otrs] Duplicate Ticket Creation

2014-02-17 Thread Leah Kelly 
Hi all - you’ve all been so great in helping me and I really appreciate it. I 
hope you can help me again!

How can I prevent OTRS from creating duplicate tickets when one agent emails 
another agent from inside OTRS? 

Currently, it will create an ‘open’ ticket in the sender’s queue, and a ‘new’ 
ticket in the receiver’s queue. 
Usually they are just one number off from each other. Then when the agent 
responds, the sender has 
a ticket in New and one in Open (the original email). 

It would be most desirable if the ticket wouldn’t be created for the sender 
agent. How can I accomplish this?

Thank you!
Leah
-
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] Duplicate Ticket Creation

2014-02-17 Thread Gerald Young 
don't send to the ticketing system.


On Mon, Feb 17, 2014 at 4:26 PM, Leah Kelly  wrote:

> Hi all - you've all been so great in helping me and I really appreciate
> it. I hope you can help me again!
>
> How can I prevent OTRS from creating duplicate tickets when one agent
> emails another agent from inside OTRS?
>
> Currently, it will create an 'open' ticket in the sender's queue, and a
> 'new' ticket in the receiver's queue.
> Usually they are just one number off from each other. Then when the agent
> responds, the sender has
> a ticket in New and one in Open (the original email).
>
> It would be most desirable if the ticket wouldn't be created for the
> sender agent. How can I accomplish this?
>
> Thank you!
> Leah
> -
> 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] Duplicate Ticket Creation

2014-02-17 Thread David Boyes 
Short version: tell the agents not to do that. OTRS isn't intended to be a 
general purpose messaging system. If it's ticket-related, the sending agent 
should post it directly into the ticket as a comment. 

> On Feb 17, 2014, at 4:26 PM, "Leah Kelly"  wrote:
> 
> Hi all - you’ve all been so great in helping me and I really appreciate it. I 
> hope you can help me again!
> 
> How can I prevent OTRS from creating duplicate tickets when one agent emails 
> another agent from inside OTRS? 
> 
> Currently, it will create an ‘open’ ticket in the sender’s queue, and a ‘new’ 
> ticket in the receiver’s queue. 
> Usually they are just one number off from each other. Then when the agent 
> responds, the sender has 
> a ticket in New and one in Open (the original email). 
> 
> It would be most desirable if the ticket wouldn’t be created for the sender 
> agent. How can I accomplish this?
> 
> Thank you!
> Leah
> -
> 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] Duplicate Ticket Creation

2014-02-17 Thread Sander Goudswaard 
Slightly longer version: you can add a note to the ticket and specify which of 
the agents should be notified about that (using a list with all agents). 
-
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] PostMasterMailbox.pl doesn't working

2014-02-17 Thread Martin Gruner 
Hi Willian,

can you please post the file permissions in your Kernel/Config/Files
directory?

Regards, mg

Am 17.02.14 19:41, schrieb Willian Silva:
> Hi folks,
> 
> I've been facing off  an issue and I'll appreciate any help to solve it.
> 
> In my OTRS 3.3.3 system, the PostMasterMailbox.pl script is running
> every 10 minutes by the otrs user cron jobs. But, the tickets aren't
> created in the system from customers' e-mail.
> 
> In the system log, the follow message shows up every 10 minutes: 
> 
> /Can't create PID PostMasterMailbox, because it's already running/
> /
> /
> I've been tried to run that script by myself on the CentOS 6 server (I'm
> using Perl v5.10.1). However, the follow message shows up: 
> 
> # /opt/otrs/bin/otrs.PostMasterMailbox.pl
>  -f 1 -d 2
> 
> /NOTICE: PostMasterMailbox.pl is already running but is starting again!
> /
> /Segmentation fault/
> /
> /
> Any ideas about this "Segmentation fault" ? 
> 
> I think that's the point.
> 
> Regards,
> 
> Willian Silva.
> 
> 
> 
> 
> 
> -
> 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
> 

-- 
Martin Gruner
Senior Developer R&D

OTRS AG
Europaring 4
94315 Straubing

T: +49 (0)6172 681988 0
F: +49 (0)9421 56818 18
I:  www.otrs.com/

Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751,
USt-Nr.: DE256610065
Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André
Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel

Einfache Planung, bessere Übersicht - Mit OTRS 3.3 einfach besseres
Service Management - Jetzt downloaden und testen
-
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