RE: [otrs] Two instances of OTRS

[Forms]

Hi Ike,
 
I have several OTRS installed at same box & database engine
 
every OTRS must be installed with its own folder & tables
 
Carlos

  _  

De: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] En nombre de Ike
Nnabugwu
Enviado el: Martes, 15 de Abril de 2008 07:36 p.m.
Para: otrs@otrs.org
Asunto: [otrs] Two instances of OTRS


I am tasked with implementing two instances of otrs on the same  box,using
the same apache and  database.If this questions has been answered,please
point me to where I can look it up.If not,I will appreciate some
pointers.Thanks. 
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RE: [otrs] upgrade to version 2.2.6

[Forms]

Hi Agim
I attach 2 email messages: my upgrade procedure and some comments from Niels
Breunese. With both messages you can upgrade easily.
 
Carlos
 

  _  

De: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] En nombre de Agim
Cami
Enviado el: Miércoles, 09 de Abril de 2008 10:16 a.m.
Para: otrs@otrs.org
Asunto: [otrs] upgrade to version 2.2.6


Hello,
 
Actually I use the version 2.2.2 of OTRS.
I would like to upgrade to 2.2.6 now available.
Is any how-to document for the upgrade?
Any know issue reported for Centos 4?
Thanks!
-- 
 
--- Begin Message ---
Hi guys,
 
Recently I upgrade my OTRS as follows:
( Basis: OTRS 2.1.x & FreeBSD 5.4 & Apache 2.1.4 & MySql 4.0.x )
 
1 Download 2.2.5 version to temp area
2 Unzip
3 Move unziped files to production area
4 Stop crons & apache services to 2.1.x
5 Backup 
 the 2.1.x data base
 the 2.1.x source code 
6 Run the upgrade script
cat DBUpdate-to-2.2.mysql.sql | mysql -p -f -u root DBotrs2.1.x
I did not get any error message !!!
7 Run the SetPermissions.sh script as new
8 Modify front end as you need (DTL & PM files at Lite/Standard area and
Language file at Kernel area)
9 Copy & Edit as you need base files from .dist version:
  Config.pm 
  GenericAgent.pm 
  Defaults.pm
10 Copy ticket counter file from
OTRS-HOME-BACKUP-2.1.x/var/log/TicketCounter.log to new location
11 Restart crons & apache services to 2.1.x
12 Log in as root then go to Sysconfig to setup Framework & Ticket values
  I suggest go first to Core::Web => FrontEnd::ImagePath to get icon
into front end
 
as ending step: go to take a beer !!!
 
   Notice: I dont know if copying the ZZZFiles from 2.1.x backup could
replace the step 12. I prefer set-up every issue at Sysconfig as I unknown
if new issues were added to Sysconfig 2.2.5.
   Notice: The full procedure take 2 hours.
 
 
Carlos
México
 
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--- Begin Message ---
Carlos wrote:

> 12 Log in as root then go to Sysconfig to setup Framework & Ticket  
> values
>   I suggest go first to Core::Web => FrontEnd::ImagePath to get  
> icon into front end
>
> as ending step: go to take a beer !!!
>
>Notice: I dont know if copying the ZZZFiles from 2.1.x backup  
> could replace the step 12. I prefer set-up every issue at Sysconfig  
> as I unknown if new issues were added to Sysconfig 2.2.5.

I would export the SysConfig changes on the old installation and  
import the SysConfig changes as the last step. If you just copied the  
new files over the old install, then you don't even need to do that.  
(Also TicketCounter.log and modified themes, etc. will be kept.)

By the way, you shouldn't edit Defaults.pm.

>Notice: The full procedure take 2 hours.

If you're going to review every single configuration option, then yes,  
an upgrade will take quite some time. Most of our upgrades take less  
than 5 minutes (including downloading the new RPM, upgrading the  
database if necessary and restarting the services).

Nils Breunese.
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RE: [otrs] Error cannot write to syslog with starting OTRS

[Forms]

Did you check write permissions on?
 
Carlos,

  _  

De: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] En nombre de
[EMAIL PROTECTED]
Enviado el: Miércoles, 12 de Marzo de 2008 12:16 p.m.
Para: otrs@otrs.org
Asunto: [otrs] Error cannot write to syslog with starting OTRS


Hello

As a new user I installed to my best knowledge the OTRS distribution on a
Solaris10 x86 platform. However, starting the web page
http://localhost/otrs/index.pl leaves me with the following message:

no connection to syslog available at ../..//Kernel/System/Log/SysLog.pm line
69

What could be wrong?

Apache2 (Sun)
Perl 5.8.4
Sun Studio 11
Mysql 5.0.45

Apache runs with a special user: webservd (id 80)

Thank you Enrique Gonzalez.


Ahora también puedes acceder a tu correo Terra desde el móvil.
Infórmate pinchando
  aquí.

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RE: [otrs] grouping Customer users

[Forms]

Thanks a lot Nils
I am talking about customer users nor agents. Manager & Domestic &
International are employees at customer Company. They send tickets to queues
supported by agents.

Do you know a way to do that?

Carlos,

-Mensaje original-
De: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] En nombre de Nils
Breunese (Lemonbit)
Enviado el: Jueves, 06 de Marzo de 2008 03:13 p.m.
Para: User questions and discussions about OTRS.org
Asunto: Re: [otrs] grouping Customer users

Carlos wrote:

> Is there a way to group customer users as follows?
>
> Company
>   Manager
>  Domestic
>Customer-101
>Customer-102
>Customer-103
>etc
>  International
>Customer-201
>Customer-202
>Customer-203
>etc
>
> Rules:
>   Customer user Manager can see all tickets created by all
>   Customer user Domestic can se only tickets created by Customer-101, 
> 102, 103 and etc
>   Customer user International can se only tickets created by 
> Customer-201, 202, 203 and etc

I'd create a Domestic and an International queue and assign the Domestic
agent to the Domestic queue and the International agent to the International
queue. Direct the Customer-1* tickets to the Domestic queue and the
Customer-2* tickets to the International queue.  
The Manager agent could have full privileges.

Nils Breunese.
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[otrs] grouping Customer users

[Forms]

Hi All,
 
Is there a way to group customer users as follows?
 
Company
  Manager
 Domestic
   Customer-101
   Customer-102
   Customer-103
   etc
 International
   Customer-201
   Customer-202
   Customer-203
   etc
 
Rules:
  Customer user Manager can see all tickets created by all
  Customer user Domestic can se only tickets created by Customer-101, 102,
103 and etc
  Customer user International can se only tickets created by Customer-201,
202, 203 and etc
 

Carlos,
México
 
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RE: [otrs] Watcher limitations

[Forms]

Wow
Sounds good Shawn
Thanks a lot

Do you know if ACL way can be used to avoid some tickets can be seen by some
agents?
I did try it with Roling & Grouping, but I can not.

Carlos

-Mensaje original-
De: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] En nombre de Shawn
Beasley
Enviado el: Jueves, 06 de Marzo de 2008 11:08 a.m.
Para: User questions and discussions about OTRS.org
Asunto: Re: [otrs] Watcher limitations

Hi Carlos,
> Hi list,
>  
> Is it possible that Watcher user just "watch" the ticket avoiding any 
> oher action as "external notes" or any other?
>  
> Thanks for your answers
>
Try an ACL! Here are some examples

http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=68



--
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((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg
Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18
  http://www.otrs.com/ :: Communication with success!


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Amtsgericht Bad Homburg, HRB 10751
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Aufsichtsratsvorsitzender: Burchard Steinbild
Vorstandsvorsitzender: André Mindermann



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[otrs] Watcher limitations

[Forms]

Hi list,
 
Is it possible that Watcher user just "watch" the ticket avoiding any oher
action as "external notes" or any other?
 
Thanks for your answers
 
Carlos,
México
 
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[otrs] Comma instead of semicolon

[Forms]

Hi List,
 
Do you know where/how to change the ";" at Search (CSV output) to use "," ?
 
Thanks in advance
 
Carlos
 
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RE: [otrs] I share my upgrading proc to 2.2.5 from 2.1.x

[Forms]

Thanks a lot Niels !!!
 

-Mensaje original-
De: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] En nombre de Nils
Breunese (Lemonbit)
Enviado el: Martes, 04 de Marzo de 2008 02:22 p.m.
Para: User questions and discussions about OTRS.org
Asunto: Re: [otrs] I share my upgrading proc to 2.2.5 from 2.1.x

Carlos wrote:

> 12 Log in as root then go to Sysconfig to setup Framework & Ticket 
> values
>   I suggest go first to Core::Web => FrontEnd::ImagePath to get 
> icon into front end
>
> as ending step: go to take a beer !!!
>
>Notice: I dont know if copying the ZZZFiles from 2.1.x backup could 
> replace the step 12. I prefer set-up every issue at Sysconfig as I 
> unknown if new issues were added to Sysconfig 2.2.5.

I would export the SysConfig changes on the old installation and import the
SysConfig changes as the last step. If you just copied the new files over
the old install, then you don't even need to do that.  
(Also TicketCounter.log and modified themes, etc. will be kept.)

By the way, you shouldn't edit Defaults.pm.

>Notice: The full procedure take 2 hours.

If you're going to review every single configuration option, then yes, an
upgrade will take quite some time. Most of our upgrades take less than 5
minutes (including downloading the new RPM, upgrading the database if
necessary and restarting the services).

Nils Breunese.
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[otrs] I share my upgrading proc to 2.2.5 from 2.1.x

[Forms]

Hi guys,
 
Recently I upgrade my OTRS as follows:
( Basis: OTRS 2.1.x & FreeBSD 5.4 & Apache 2.1.4 & MySql 4.0.x )
 
1 Download 2.2.5 version to temp area
2 Unzip
3 Move unziped files to production area
4 Stop crons & apache services to 2.1.x
5 Backup 
 the 2.1.x data base
 the 2.1.x source code 
6 Run the upgrade script
cat DBUpdate-to-2.2.mysql.sql | mysql -p -f -u root DBotrs2.1.x
I did not get any error message !!!
7 Run the SetPermissions.sh script as new
8 Modify front end as you need (DTL & PM files at Lite/Standard area and
Language file at Kernel area)
9 Copy & Edit as you need base files from .dist version:
  Config.pm 
  GenericAgent.pm 
  Defaults.pm
10 Copy ticket counter file from
OTRS-HOME-BACKUP-2.1.x/var/log/TicketCounter.log to new location
11 Restart crons & apache services to 2.1.x
12 Log in as root then go to Sysconfig to setup Framework & Ticket values
  I suggest go first to Core::Web => FrontEnd::ImagePath to get icon
into front end
 
as ending step: go to take a beer !!!
 
   Notice: I dont know if copying the ZZZFiles from 2.1.x backup could
replace the step 12. I prefer set-up every issue at Sysconfig as I unknown
if new issues were added to Sysconfig 2.2.5.
   Notice: The full procedure take 2 hours.
 
 
Carlos
México
 
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RE: [otrs] when phone ticket / email ticket

[Forms]

Thanks a lot Josh
Carlos,

  _  

De: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] En nombre de Joshua
Scott
Enviado el: Martes, 26 de Febrero de 2008 09:28 a.m.
Para: User questions and discussions about OTRS.org
Asunto: Re: [otrs] when phone ticket / email ticket


Well, the 'phone ticket' simply creates a ticket in the queue, which the
customer can view (if you give access).  The 'email ticket' sends an email
to the customer, so I only use that if I need that functionality.

Josh



On Tue, Feb 26, 2008 at 9:06 AM, Forms <[EMAIL PROTECTED]> wrote:


Hi list,
 
Some guidelines to know when to use phone ticket (or email ticket) ?
 
Thanks a lot
 
Carlos,
 

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[otrs] when phone ticket / email ticket

[Forms]

Hi list,
 
Some guidelines to know when to use phone ticket (or email ticket) ?
 
Thanks a lot
 
Carlos,
 
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RE: RE: Re: [otrs] icons not showing in 2.2.4 and 2.2.5

[Forms]

Hi Andrew,
Did you set-up the The "Core:Web" at "Framework" at "Sysconfig" ?

You must specify the "FrontEnd::ImagePath" parameter acknowledge the icons.

Try it.

Carlos,
México.


-Mensaje original-
De: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] En nombre de Andrew
Meyer
Enviado el: Lunes, 18 de Febrero de 2008 07:45 a.m.
Para: otrs@otrs.org
Asunto: RE: RE: Re: [otrs] icons not showing in 2.2.4 and 2.2.5

There are no icons with 'X's on them, just double links.

Andrew Meyer
Unix Systems Administrator
314-787-0681  x39
314-565-0868 (cell)
1300 Hampton Ave.
Ste. 200
Saint Louis, MO 63139

http://www.precisionpractice.com/

--

Message: 2
Date: Mon, 18 Feb 2008 07:37:01 +0100
From: Lars J?rgensen <[EMAIL PROTECTED]>
Subject: RE: Re: [otrs] icons not showing in 2.2.4 and 2.2.5
To: "User questions and discussions about OTRS.org" 
Message-ID:

<[EMAIL PROTECTED]>
Content-Type: text/plain;   charset="iso-8859-1"

Hi Andrew.

Do you have empty place holders for the images in your browser? If you
right-click one of those you can check the path to the picture. Check on the
server that it does indeed exist.


Lars 

> -Original Message-
> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf 
> Of Andrew Meyer
> Sent: Monday, February 18, 2008 3:23 AM
> To: otrs@otrs.org
> Subject: RE: Re: [otrs] icons not showing in 2.2.4 and 2.2.5
> 
> Standard.  The icons will not show anywhere!  Please advise.  Lite 
> version works fine.
> 

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End of otrs Digest, Vol 55, Issue 53

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[otrs] Hiding tickets between agents

[Forms]

Hi,

I would like to hide some tickets between agents:
  Quality Assurance Tickets must be always hide to Tech Support Agents.
  Billing Tickets must be always hide to Tech Support Agents.

I did try it with roling/grouping options but the Search option let the
Agent search & find all kind of tickets.

Do anyone know how to do it?

Thanks in advance.

Carlos



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