[otrs] faq on 2.4.4

[Bianchi, Giordano]

Hello OTRS users,
 
I'm having some problems trying to get the FAQ module to work on OTRS 2.4.4.

The install went fine, it created the faq and faq_admin groups and I can see
the icon on the toolbar. I've added my user to both the faq and faq_admin
group with full permissions, but when I try to add categories or even create
a faq it tells me "Access Denied" with the message "insufficient
permissions". Nothing useful shows up in the log. Any ideas on how to get it
working? did I miss a step? Already tried logging out and back in,
restarting apache and otrs.
 
Thanks,
 
Giordano
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[otrs] R: Routing of email to the queues

[Bianchi, Giordano]

Thanks for the reply, but we're not using the postmaster mail account, we
are sending the email directly to the otrs system (it's a linux server
running postfix).
Each queue has the right email address assigned to it, and everything works
fine if there is a single otrs address in the TO: field. The problem comes
up when there is more than one otrs address involved.
If I use the postmaster filter, how do I tell it to send the ticket to both
queues? I believe I cannot have multiple X-OTRS-Queue statements in the
filter.

  _  

Da: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Per conto di IT
easyap
Inviato: domenica 30 agosto 2009 11.57
A: 'User questions and discussions about OTRS.'
Oggetto: Re: [otrs] Routing of email to the queues



I guess you are use a single account in the PostMaster Mail Account with the
option dispatch by email (to: field). You ca try to different options 

1) defining both email accounts in the PostMaster Mail Account and queue
addressing

2) use postmaster filters to address to the correct queue.

 

Regards

 

  _  

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Bianchi, Giordano
Sent: viernes, 28 de agosto de 2009 13:59
To: 'otrs@otrs.org'
Subject: [otrs] Routing of email to the queues

 

Hello everyone, 

I have a problem with the routing of emails inside OTRS. 
We have 2 queues, each with a different email address assigned (ex.
si...@example.com->queue1 and si...@example.com->queue2) 

Everything works fine if the users send the email to either one of the
queues. 

The problem presents itself when an email is sent to both queues
(particularly with both queues' addresses in the TO: field). At that point
OTRS will create 2 identical tickets, and they will both end up in the same
queue (which one of the two is random). 

Obviously we would like to have each ticket end up in each queue separately.


Is this a bug? A feature? Has anybody else run into this issue? 

Thanks, 

 Giordano Bianchi 

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[otrs] Routing of email to the queues

[Bianchi, Giordano]

Hello everyone,

I have a problem with the routing of emails inside OTRS.
We have 2 queues, each with a different email address assigned (ex.
si...@example.com->queue1 and si...@example.com->queue2) 

Everything works fine if the users send the email to either one of the
queues. 

The problem presents itself when an email is sent to both queues
(particularly with both queues' addresses in the TO: field). At that point
OTRS will create 2 identical tickets, and they will both end up in the same
queue (which one of the two is random). 
Obviously we would like to have each ticket end up in each queue separately.

Is this a bug? A feature? Has anybody else run into this issue?

Thanks,

 Giordano Bianchi

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[otrs] otrs file upload and dragdropupload

[Bianchi, Giordano]

Hello everyone,

I'm trying to modify the OTRS template to be able to get the file upload
working with the "dragdropupload" firefox extension.
Basically I just need to do have the submit button "AttachmentUpload" run
every time there is a change in the "file_upload" field of the form...can
somebody point me in the right direction? Unfortunately my javascript skills
are very low...

I think I need to add an "onchange" event to this:  which will call . I know I
can do a submit();, what I can't figure out is how to call it with the right
parameters to start the upload of the file.

Thanks in advance for all the help.


 Giordano Bianchi






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[otrs] GenericAgent.pl error

[Bianchi, Giordano]

I'm building a new OTRS system on Suse's SLES11, but every time
GenericAgent.pl runs, I get the following error: 

"(in cleanup) Can't call method "FETCH" on an undefined value at
/usr/lib/perl5/vendor_perl/5.10.0/Net/LDAP.pm line 274,  line 275
during global destruction."

Has this happened to anybody else?

Thanks,

 Giordano Bianchi


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[otrs] Ticket integration with the Calendar module

[Bianchi, Giordano]

Hi,

is there a way to have the tickets "pending" on a certain date show up in
the calendar module as events?

thanks,

Giordano Bianchi
IT Department


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R: R: My Theme for 1.2.2 [was: Re: [otrs] Theme: RT looks]

[Bianchi, Giordano]

OK, got it. I had to modify the TicketView.dtl since my "junk queue" has an
ID of 5 instead of 3. Perhaps you should put this in the theme's
documentation?

Giordano

-Messaggio originale-
Da: Carlos Canau [mailto:[EMAIL PROTECTED]
Inviato: venerdì 2 aprile 2004 11.07
A: User questions and discussions about OTRS.
Oggetto: Re: R: My Theme for 1.2.2 [was: Re: [otrs] Theme: RT looks]


On Thu, Apr 01, 2004 at 05:37:54PM +0200, Bianchi, Giordano wrote:
> Nice theme!! How does the kill button work though? What does it do?

It simply moves the ticket to the Junk queue. 
(new version to download, btw :)
http://otrs.org/
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R: My Theme for 1.2.2 [was: Re: [otrs] Theme: RT looks]

[Bianchi, Giordano]

Nice theme!! How does the kill button work though? What does it do?

Thanks,

Giordano

-Messaggio originale-
Da: Carlos Canau [mailto:[EMAIL PROTECTED]
Inviato: giovedì 1 aprile 2004 12.59
A: [EMAIL PROTECTED]
Oggetto: Re: My Theme for 1.2.2 [was: Re: [otrs] Theme: RT looks]



Op !!

A file was missing in  the tarball, AgentMerge.pm :-((.  I've upload a
fresh version. Sorry.

http://home.kqnet.pt/ccanau/1.2.2/

Best regards,
 Hi all,
> 
> I've "ported" and enhanced my theme to the new otrs 1.2.2.
> 
> If anyone is interested, here's  a page with a screenshot, some really
> basic instructions and a tar.gz.
> 
> USE AT YOUR OWN RISK :-)))
> 
> http://home.kqnet.pt/ccanau/1.2.2/
> 
> comments are welcome since this isn't yet fully tested :-)
>  
> 
> On Wed, Aug 27, 2003 at 02:57:53PM +0100, Carlos Canau wrote:
> > 
> > Hi,
> > 
> > is there anyone  working in Themes for OTRS ? Or  collecting them on a
> > page ?
> > 
> > I've setup a  theme for the QueueView that tries  to emulate the looks
> > of RT amongst other cool things (KILL button! :->).
> > 
> > Here's a screenshot:
> > 
> > http://home.kqnet.pt/ccanau/CapturaEcra.jpg
> > 
> > If anyone what's it just ask :-),
> >  > 
> > ___
> > OTRS mailing list: otrs - Webpage: http://otrs.org/
> > Archive: http://lists.otrs.org/pipermail/otrs
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R: [otrs] Ticket Status "Removed"

[Bianchi, Giordano]

Thanks for the reply Robert!

This is my GenericAgent.pm. All it SHOULD be doing is delete the tickets
that I move in the queue "delete". Am I doing anything wrong?

Thanks for your help,

Giordano


cut--
# --
# Kernel/Config/GenericAgent.pm - config file of generic agent
# Copyright (C) 2002-2003 Martin Edenhofer <[EMAIL PROTECTED]>
# --
# $Id: GenericAgent.pm.dist,v 1.4 2003/02/08 15:12:56 martin Exp $
# --
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
# the enclosed file COPYING for license information (GPL). If you
# did not receive this file, see http://www.gnu.org/licenses/gpl.txt.
# --

package Kernel::Config::GenericAgent;

use strict;
use vars qw($VERSION @ISA @EXPORT %Jobs);
require Exporter;
@ISA = qw(Exporter);
@EXPORT = qw(%Jobs);

$VERSION = '$Revision: 1.4 $';
$VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/;

# ---
# config options
# ---
%Jobs = (
  # insert your jobs (see Kernel/Config/GenericAgent.pm.examples)
'delete' => {
  # get all tickets with this properties
  Queue => 'delete',
  States => ['open','new','closed successful'],
  Locks => ['unlock'],
  # new ticket properties (no option is required, use just the options
  # which should be changed!)
  New => {
# DELETE!
Delete => 1,
 },
   },



);

# ---
# end of config options
# ---

1;

---cut---

-Messaggio originale-
Da: Robert Kehl [mailto:[EMAIL PROTECTED]
Inviato: lunedì 23 febbraio 2004 20.05
A: User questions and discussions about OTRS.
Oggetto: Re: [otrs] Ticket Status "Removed"


On Friday, February 20, 2004 11:59 AM
Bianchi, Giordano <[EMAIL PROTECTED]> wrote:
> Since I've upgraded to OTRS 1.2.1, i've been getting reports of
> tickets being "removed" by the system automatically. I've looked at
> the history of one of these tickets and it seems that the root
> account changed the status of the ticket without any user
> intervention.

Did you change the ticket states in any way? Do you have an jobs running
in GenericAgent performing the above?

Regards,

Robert Kehl

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[otrs] Ticket Status "Removed"

[Bianchi, Giordano]

Hi,

Since I've upgraded to OTRS 1.2.1, i've been getting reports of tickets
being "removed" by the system automatically. I've looked at the history of
one of these tickets and it seems that the root account changed the status
of the ticket without any user intervention.



Action  Comment
NewTicket   Ticket=[200402201076], ID=[4035] created (Q=Roma;P=3
normal;S=new).
[EMAIL PROTECTED] (Admin OTRS) 20/02/2004 10:11:37

CustomerUpdate  CustomerID updated to '[EMAIL PROTECTED]'. CustomerUser updated to
'[EMAIL PROTECTED]'.-   [EMAIL PROTECTED] (Admin OTRS) 20/02/2004 10:11:37  

StateUpdate Old: 'new' New: 'removed' - [EMAIL PROTECTED] (Admin OTRS) 
20/02/2004 10:11:37

-

Any idea why it's doing this? 

Thanks in advance,

Giordano Bianchi


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