[otrs] Problem with FAQ Search
Hi, Currently using an heavily modified version of OTRS 2.3.4 here, we will upgrade to 2.4.9 soon (at least I hope ...) and discovered a bug/wrong behaviour within the Search functionnality of FAQ module : Steps to reproduce : - Create a new article and fill Problem or Solution or any textarea field with a text not containing the string 'br' followed by line feed/carriage return. - Do a search with the FAQ module Search functionnality on the expression 'br' (without quotes of course). - You will see that your recently created FAQ article will appear in the results even if it does not match the search because it is not containing the string 'br', the problem is due to the fact that OTRS is saving the FAQ article text as HTML and so HTML tags are saved in the database (which is normal) BUT the search is done with an SQL query on these fields so if you have an HTML tag such as br / or br or any others that match then your FAQ article will be (*wrongly*) listed in your FAQ search results. This is very annoying if you do some cut/paste operations from shitty HTML generator like Microsoft Word which generates some specific HTML tags which could match a lot of strings ... This is the SQL query sent by OTRS on the database to see which FAQ articles will match : SELECT i.id, count( v.item_id ) as votes, avg( v.rate ) as vrate FROM faq_item i LEFT JOIN faq_voting v ON v.item_id = i.id LEFT JOIN faq_state s ON s.id = i.state_id WHERE ((i.f_number LIKE '%br%' OR i.f_subject LIKE '%br%' OR i.f_keywords LIKE '%br%' OR i.f_field1 LIKE '%br%' OR i.f_field2 LIKE '%br%' OR i.f_field3 LIKE '%br%' OR i.f_field6 LIKE '%br%' ) ) AND s.type_id IN (1, 3, 2) GROUP BY i.id, i.f_subject, i.f_language_id, i.created, i.changed, s.name, v.item_id ORDER BY i.id DESC LIMIT 200 I think that this is a bug and should be corrected, this occurs within OTRS 2.3.x / 2.4.x / 3.0.x, I think that independantly of the OTRS framework/version used all FAQ modules are affected. Anyone who could confirm the behaviour please before submitting it to OTRS bugzilla ? Any thoughts on how to avoid this behaviour would be very appreciate, it currently affects our production system so I 'm searching a way to fix it by myself on 2.3.x/2.4.x as I stongly think a fix will not occurs since the 3.x branch release. Thanks. BR, Laurent - 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] Problem with FAQ Search
Hi Nils, Thanks for your time for confirming the bug ! I've just added an entry within OTRS.org Bugzilla : http://bugs.otrs.org/show_bug.cgi?id=7199 BR, Laurent Le 07/04/2011 14:21, Nils Leideck a écrit : On 07.04.2011, at 12:33, Laurent MINOST wrote: Currently using an heavily modified version of OTRS 2.3.4 here, we will upgrade to 2.4.9 soon (at least I hope ...) and discovered a bug/wrong behaviour within the Search functionnality of FAQ module : Steps to reproduce : - Create a new article and fill Problem or Solution or any textarea field with a text not containing the string 'br' followed by line feed/carriage return. - Do a search with the FAQ module Search functionnality on the expression 'br' (without quotes of course). - You will see that your recently created FAQ article will appear in the results even if it does not match the search because it is not containing the string 'br', the problem is due to the fact that OTRS is saving the FAQ article text as HTML and so HTML tags are saved in the database (which is normal) BUT the search is done with an SQL query on these fields so if you have an HTML tag such asbr / orbr or any others that match then your FAQ article will be (*wrongly*) listed in your FAQ search results. This is very annoying if you do some cut/paste operations from shitty HTML generator like Microsoft Word which generates some specific HTML tags which could match a lot of strings ... This is the SQL query sent by OTRS on the database to see which FAQ articles will match : SELECT i.id, count( v.item_id ) as votes, avg( v.rate ) as vrate FROM faq_item i LEFT JOIN faq_voting v ON v.item_id = i.id LEFT JOIN faq_state s ON s.id = i.state_id WHERE ((i.f_number LIKE '%br%' OR i.f_subject LIKE '%br%' OR i.f_keywords LIKE '%br%' OR i.f_field1 LIKE '%br%' OR i.f_field2 LIKE '%br%' OR i.f_field3 LIKE '%br%' OR i.f_field6 LIKE '%br%' ) ) AND s.type_id IN (1, 3, 2) GROUP BY i.id, i.f_subject, i.f_language_id, i.created, i.changed, s.name, v.item_id ORDER BY i.id DESC LIMIT 200 I think that this is a bug and should be corrected, this occurs within OTRS 2.3.x / 2.4.x / 3.0.x, I think that independantly of the OTRS framework/version used all FAQ modules are affected. Anyone who could confirm the behaviour please before submitting it to OTRS bugzilla ? Any thoughts on how to avoid this behaviour would be very appreciate, it currently affects our production system so I 'm searching a way to fix it by myself on 2.3.x/2.4.x as I stongly think a fix will not occurs since the 3.x branch release. I tested with the latest OTRS and the latest FAQ and I can confirm this bug! If you search for HTML tag-names like “br”, “strong”, etc. the list of articles in the result screen doesn’t match expectations. Please be so kind and create a new entry on bugs.otrs.org. THX for highlighting! Cheers, Nils - 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] Google-Maps-Customer-Map plugin ?
Hi Martin, Thanks for this update :) Only for OTRS 3.x or does the 2.4.x branch module is also available please ? I did not migrate to 3.x for the moment. BR, Laurent Le 22/03/2011 11:00, Martin Edenhofer a écrit : Hi Laurent, JFI, this module is now available via http://edenhofer.de/p/google-maps/ or OPAR. Greetings, -Martin http://edenhofer.de/ On 24.08.2010, at 14:37, Laurent Minost wrote: Hi OTRS Users, By checking http://otrs.org/2.4/features/ webpage, we have a good screenshot of this plugin and an announce that states it will come soon ? OTRS 2.4 is now more than one year old but no Google Maps plugin yet :) Does anyone know if it is planned to be released someday please ? Or maybe it is available as a development/beta package somewhere ? Thanks. Best regards, Laurent - 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] Google-Maps-Customer-Map plugin ?
Same thing for me and I also have a lot of customisations so upgrade is not planned in a near future ... Le 22/03/2011 12:47, Szostak Grzegorz a écrit : Need to wait for 3.X to be stable. G. 2011/3/22 Martin Edenhofer mar...@edenhofer.de mailto:mar...@edenhofer.de Sorry, I only implemented it for OTRS 3.x. Any problems/issues why not upgrading to 3.x? Greetings, -Martin http://edenhofer.de/ On 22.03.2011, at 11:48, Szostak Grzegorz wrote: Me too. 2011/3/22 Laurent Minost lmin...@denyall.com mailto:lmin...@denyall.com Hi Martin, Thanks for this update :) Only for OTRS 3.x or does the 2.4.x branch module is also available please ? I did not migrate to 3.x for the moment. BR, Laurent Le 22/03/2011 11:00, Martin Edenhofer a écrit : Hi Laurent, JFI, this module is now available via http://edenhofer.de/p/google-maps/ or OPAR. Greetings, -Martin http://edenhofer.de/ On 24.08.2010, at 14:37, Laurent Minost wrote: Hi OTRS Users, By checking http://otrs.org/2.4/features/ webpage, we have a good screenshot of this plugin and an announce that states it will come soon ? OTRS 2.4 is now more than one year old but no Google Maps plugin yet :) Does anyone know if it is planned to be released someday please ? Or maybe it is available as a development/beta package somewhere ? Thanks. Best regards, Laurent - 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 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] Error when replying to ticket from CustomerInterface
Hi, We are currently having this error poped-up in Web browser and logged in error_log when trying to reply to a ticket through Customer Interface : [Tue Dec 21 15:49:11 2010] [error] [Tue Dec 21 15:49:11 2010] -e: Can't locate object method RichText2Ascii via package Kernel::Output::HTML::Layout at /opt/otrs//Kernel/Modules/CustomerTicketZoom.pm line 199.\n Does anyone know what could be the root cause please ? I tried to find informations on Google about this message but found nothing. Thanks. Best regards, Laurent - 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] Lock/Unlock parameter in Search form
Hi Steve, Thanks for your reply and informations. I will have a look on this patch, we are using 2.3.4 at the moment but preparing our migration to 2.4.7, long because of multiple modifications done to the base code of 2.3.4 ... BR, Laurent Le 25/08/2010 16:13, Steve Durbin a écrit : Laurent, I've uploaded a patch http://bugs.otrs.org/attachment.cgi?id=1044 that we are using here to provide the required functionality; not regression tested or otherwise warrantied. Patch is for OTRS-2.4.7 with ITSM, so if you're not using this version you'll have to manually apply it. Cheers, -- Steve Durbin Group Manager: Applications Delivery/Cyfarwyddwr Grŵp: Trosglwyddo Rhaglenni Bridgend County Borough Council/Cyngor Bwrdeistref Sirol Pen-y-Bont ar Ogwr Tel/Rhif ffon: 01656 642113 Mob/ffon symudol: 07976 271559 Fax/Ffacs: 01656 642125 Web/We: http://www.bridgend.gov.uk E-mail may be automatically logged, monitored and/or recorded for legal purposes. Please do not print this email unless absolutely necessary. E-bost yn cael ei logio, ei monitro a/neu ei chofnodi yn awtomatig am resymau cyfreithiol Peidiwch ag argraffu’r neges e-bost hon oni bai fod hynny’n gwbl angenrheidiol. This e-mail and any attachments transmitted with it represents the views of the individual(s) who sent them and should not be regarded as the official view of Bridgend County Borough Council. The contents are confidential and intended solely for the use of the addressee. If you have received it in error, please inform the system administrator on (+44) 01656 642111. This e-mail and any attachments have been scanned with 'MessageLabs SkyScan' - http://www.messagelabs.com/ Mae'r e-bost hwn ac unrhyw atodiadau a drosglwyddir gydag ef yn cynrychioli safbwyntiau'r unigolyn a'i anfonodd (unigolion a'u hanfonodd) ac ni ddylid eu hystyried fel safbwynt swyddogol Cyngor Bwrdeistref Sirol Pen-y-bont ar Ogwr. Mae'r cynnwys yn gyfrinachol ac wedi'i fwriadu ar gyfer y sawl y'i cyfeiriwyd ato yn unig. Os ydych wedi ei dderbyn mewn camgymeriad, rhowch wybod i weinyddwr y system ar (+44) 01656 642111. Mae'r e-bost hwn ac unrhyw atodiadau wedi cael eu sganio gyda 'MessageLabs SkyScan' - http://www.messagelabs.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] Custom TicketMenu Module for custom link in ticket zoom
Hi Alessio,
Did you find a way to accomplish this please ?
I'm trying to do the same thing at the moment without success, I have
the same behavior that you described : precising an http link within
Link parameter leads to relative URL construction ...
I can't find any documentation about this Link parameter, what does it
accept or is there another parameter to add so the URL in Link would not
be relative ?
Anyone having some informations or any ideas is welcome !
BR,
Laurent MINOST
Le 17/04/2008 14:19, Alessio Tosi a écrit :
I'm trying to create a custome Ticket Menu module that open another web
application passing ticket information:
TicketID and Ticket Number
I've created a new module in /Output/HML
TicketModuleChiamate.pm
as mentioned in
http://doc.otrs.org/developer/2.2/en/html/x533.html#ticket-module-menu
with declaration of the package
package Kernel::Output::HTML::TicketMenuChiamate;
and registered the module in Config.pm
# for ticket recording menu
$Self-{'Ticket::Frontend::MenuModule'}-{'900-Chiamate'} = {
'Action' = 'AgentTicketChiamate',
'Module' = 'Kernel::Output::HTML::TicketMenuChiamate',
'Name' = 'Chiamate'
};
What I'd like to do is open a new web page with an url
I've changed the
code to do
$Self-{LayoutObject}-Block(
Name = 'MenuItem',
Data = {
%{$Param{Config}},
%Param,
Name = 'Chiamate',
Description = 'Apri una chiamata Supporto!',
Link = 'http://chiamate.osi.lan/default.aspx?TicketID=$QData
http://chiamate.osi.lan/default.aspx?TicketID=$QData{TicketID}TicketNumber=$QData{TicketNumber}',
},
);
but when I click on the link I'm redirected to
http://otrsDNSname/otrs/index.pl?http://chiamate.osi.lan/default.aspx?TicketID=545803TicketNumber=2063589
http://otrsDNSname/otrs/index.pl?http://chiamate.osi.lan/default.aspx?TicketID=545803TicketNumber=2063589
Is it possible to ignore the base url that is put at the beginning of
the url
Ciao
AleX
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[otrs] Lock/Unlock parameter in Search form
Hi, Is there a way to add the possibility to search for Lock/Unlock tickets through the Search formular under Agent interface please ? Found no settings for this, maybe modifying the dtl should be possible but it will be always displayed ... Thanks in advance, BR, Laurent - 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] Lock/Unlock parameter in Search form
Hi Alexander; I did not check on OTRS bugzilla before posting, sorry ! Thanks for this information, so we will wait the end of year for OTRS 3.0 to be released as stable :) BR, Laurent Le 25/08/2010 13:33, Alexander Halle a écrit : Laurent Minost wrote : Is there a way to add the possibility to search for Lock/Unlock tickets through the Search formular under Agent interface please ? Found no settings for this, maybe modifying the dtl should be possible but it will be always displayed ... Hi Laurent, this functionality is missing in 2.4.x, please see http://bugs.otrs.org/show_bug.cgi?id=4337 . AFAIK it's already possible in the OTRS 3.0 beta. Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 132/5889/0264, DE 814559152 Web: http://www.radprax.de - 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] Google-Maps-Customer-Map plugin ?
Hi OTRS Users, By checking http://otrs.org/2.4/features/ webpage, we have a good screenshot of this plugin and an announce that states it will come soon ? OTRS 2.4 is now more than one year old but no Google Maps plugin yet :) Does anyone know if it is planned to be released someday please ? Or maybe it is available as a development/beta package somewhere ? Thanks. Best regards, Laurent - 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 Map
Hi, Sorry for the double post about this module but I've just found this mail in my archive ... Martin, do you have any news about this plugin please ? I would be interested even by a beta version to test it. Best regards Laurent Le 14/08/2009 08:07, Martin Edenhofer a écrit : Hi Mik, this module is not released yet. It will be in the next weeks. I can post an follow up if it's available for beta testing. -Martin On Aug 13, 2009, at 23:17 , Mikola Rose wrote: On the new features video, there is a dashboard item called customer map. Is this a module that needs to be installed? Mik Rose - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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] stats module and mkStats
Hi, We are using stats module with the help of mkStats.pl binary that allow us to generate statistics directly to a file or send it by mail, pretty useful. But I have some questions about how to pass some parameters to generate stats please ? ./bin/mkStats.pl --help mkStats.pl Revision 1.58 - OTRS cmd stats Copyright (C) 2001-2008 OTRS AG, http://otrs.org/ usage: mkStats.pl -n StatNumber [-p PARAM_STRING] [-o DIRECTORY] [-r RECIPIENT -s SENDER] [-m MESSAGE] [-l LANGUAGE] [-f CSV|Print] PARAM_STRING e. g. 'Year=1977Month=10' (only for static files) DIRECTORY /output/dir/ The --help output tells me that PARAM STRING is only for static files so is there no way to pass some parameters to a Dynamic stats please ? I need to generate my stats automatically from last monday 0.00 to today's date. This is not something possible with default OTRS options. I attached the XML stat if needed. I was not able to find any useful informations on the Docs or any forums about this. Thanks for your answer. Laurent MINOST ?xml version=1.0 encoding=utf-8? otrs_stats Cache0/Cache DescriptionOverview of the number of tickets created last 7 days/Description File/File FormatPrint/Format ObjectTicket/Object ObjectModuleKernel::System::Stats::Dynamic::Ticket/ObjectModule Permissionstats/Permission StatTypedynamic/StatType SumCol1/SumCol SumRow1/SumRow TitleNumber of tickets created last 7 days/Title UseAsValueSeries Element=CreatedQueueIDs SelectedValuesSupport/SelectedValues SelectedValuesSupport::Support-BE/SelectedValues SelectedValuesSupport::Support-DE/SelectedValues SelectedValuesSupport::Support-NO/SelectedValues SelectedValuesSupport::Support-SP/SelectedValues /UseAsValueSeries UseAsXvalue Element=CreateTime TimeScaleCount=1 TimeStart=2008-01-01 00:00:00 TimeStop=2009-12-31 23:59:59 SelectedValuesDay/SelectedValues /UseAsXvalue Valid1/Valid /otrs_stats - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Survey module how to use it ?
Hi, I'm still wondering how to use this module under OTRS because there is no documentation on it nowhere (or I did not find it after a long search on Google, otrs.org website and forums). I tried to create a survey, add some questions on it, mark it as valid. Tried to create a ticket then close it, checked everywhere if I saw a new link/button like Send survey but no way :( Could anyone which is using this module or OTRS people can give us informations on this module that can be useful please ? This module is totally useless at the moment because of this documentation lack :( Thanks by advance, Laurent MINOST - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Survey On-Demand
Hi, Sorry to bother you but as I see that you are using Survey module under OTRS. Would you mind explain me a bit how to use it please because I found no informations at all about it nowhere on forums or docs or otrs website and I'm still wondering how to use it properly ? Quick and brief explanations would be the best, thanks by advance for your time. Laurent MINOST Daniel x a écrit : How can I get the Surveys out there for any one to take at any time. I would like to include a link in the Close response that would take the user to OTRS to take the survey if they wish. Also, we would like to be able to send out annual surveys by email with a link back to OTRS. I have found how to send the Master survey every so often, but I would really like it to be on demand as well. TIA Daniel - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Survey module how to use it ?
Hi Jeremy, It helped a lot ! At least with these explanations, I have been able to test the survey feature :) The big lack is having a link or a drop down menu to send the survey or not when closing a ticket or even at everytime ... maybe in the future :) Thanks a lot for these explanations and for your time. Laurent MINOST Jeremy Adams a écrit : There is no real manual for the survey module. I have, however, found a German wiki translated through translate.google.com that has some info but no steps. http://translate.google.com/translate?hl=ensl=deu=http://wiki.otrs-forum.de/index.php%3Ftitle%3DSurveyei=3VWxSdOZCozMmQeRxJjfBQsa=Xoi=translateresnum=8ct=resultprev=/search%3Fq%3DSurvey::SendPeriod%26hl%3Den%26client%3Dsafari%26rls%3Den-us%26sa%3DG Here are the stpes: 1. Install the survey module. 2. Adjust the Survey::SendPeriod setting under SysConfig Survey Core. This is the setting that determines how often the survey is sent to a customer user after a ticket is close. The value is in days. 0 = Always send after every ticket is closed. 3. Create the survey, add questions and set it to MASTER. This is important, as this is the survey that will be sent out. Surveys in a New status, which cannot be set, can be edited. Once the survey is set to a status other than new it cannot be set back to a new status. Surveys in a valid status can be visited by the customer, surveys in an invalid state cannot be viewed. Another note about surveys: Surveys can only be sent at the close of a ticket, there is not a way [currently] to send them on demand. Also the system creates a key for each closed ticket that is sent in the email invitation, once used the key is no longer valid for answering the survey only viewing it. This prevents people from loading the survey results. I hope all this helps Jeremy Adams PC Support Specialist I Cedar Valley College 972.860.8086 Laurent Minost lmin...@denyall.com 03/09/09 6:11 AM Hi, I'm still wondering how to use this module under OTRS because there is no documentation on it nowhere (or I did not find it after a long search on Google, otrs.org website and forums). I tried to create a survey, add some questions on it, mark it as valid. Tried to create a ticket then close it, checked everywhere if I saw a new link/button like Send survey but no way :( Could anyone which is using this module or OTRS people can give us informations on this module that can be useful please ? This module is totally useless at the moment because of this documentation lack :( Thanks by advance, Laurent MINOST - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] ACL FreeFields on type and/or Queue
Hi Frans,
Thanks for these informations.
We faced the same problem here a while ago and I'm still searching for a
solution on how to dynamically through ACL make a field not appearing or
being not mandatory ... :(
I would also be very interested if you find a solution to this :)
Thanks
Laurent
Frans Stekelenburg a écrit :
While still waiting for better suggestions (please!!), I will answer
myself with something that almost gets me where I want; With the
following remarks:
- I am not able to HIDE or conditional SHOW the fields yet
- When using ACL, the sort order determines the first
option(??) and the default value set for the field appears to be
IGNORED. Bummer…. Now I have to use ‘1 – option’, ‘2 – option2’ … as
values to determine my order and default filled field
- Would be nice to be able to make field mandatory with ACL
So here is the current solution:
# ticket acl
$Self-{TicketAcl}-{'ACL-Name-1'} = {
# match properties
Properties = {
# EVERYTHING!
},
Possible = {
Ticket = {
# for these fields the ‘not applicable’ is the only
choice
TicketFreeText2 = ['-'],
TicketFreeText3 = ['-'],
},
},
};
$Self-{TicketAcl}-{'ACL-Name-2'} = {
# match properties
Properties = {
# current ticket match properties
Ticket = {
Queue = ['CHANGE'],
}
},
Possible = {
Ticket = {
TicketFreeText2 = ['1 - Standard','2 -
NonStandard'],
TicketFreeText3 = ['3 - Project','2 -
Budget','1 - Included (Contract)'],
},
},
#PossibleNot = {
# Ticket = {
# TicketFreeText2 = ['-'],
# TicketFreeText3 = ['-'],
# },
#},
};
/ /
*From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf
Of *Frans Stekelenburg
*Sent:* woensdag 4 maart 2009 12:02
*To:* User questions and discussions about OTRS.
*Subject:* [otrs] ACL FreeFields on type and/or Queue
Hi,
Has anybody an ACL in place that shows certain TicketFreeTexts/Keys (or
hide them) when a Ticket is either of a certain Type (say Change),
and/or Queue?
Some freefields have no purpose in certain conditions and I want them do
be hidden in such case.
KR,
Frans
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Re: [otrs] NewTicket notifications and FAQ approval
Ok so I will give the answer to my own question :) I personnaly consider
this problem as a new limitation to the FAQ approval mechanism with FAQ
module 1.5.4 :
You will not receive any NewTicket notification because the article in
the ticket is created by default as a note.
It is possible to change this behaviour by modifying the code in
System/FAQ.pm for creating the article (for those who are interested) :
# create article
my $ArticleID = $Self-{TicketObject}-ArticleCreate(
TicketID = $TicketID,
- ArticleType= 'note-internal',
+ ArticleType= 'email-external',
SenderType = 'system',
Subject= $Subject,
Body = $Body,
ContentType= text/plain;
charset=$Self-{ConfigObject}-Get('DefaultCharset'),
UserID = 1,
- HistoryType= 'AddNote',
+ HistoryType= 'SystemRequest',
HistoryComment =
$Self-{ConfigObject}-Get('Ticket::Frontend::AgentTicketNote')-{HistoryComment},
);
return 1;
This will allow you to :
- get notified about the new ticket created for the FAQ approval process
- use this ticket to reply to the FAQ article creator to give him
comments about the article if it does not get approved.
Laurent MINOST
Laurent Minost a écrit :
Hi,
I've just configured FAQ approval new functionnality and I'm facing a
first problem : when a new FAQ article is added, a new ticket is
generated by the system into the configured FAQ_Approval queue
requesting approval of the FAQ article BUT there is no NewTicket
notification sent to agents even with queue selected in MyQueues and New
Ticket notifications set to yes for Agent preferences ?? Why ?
Thanks for your answer.
Laurent MINOST
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Re: [otrs] Notifications on Ticket Age with working hours considered
Hi, Anyone who have ideas about how to implement this please ? Thanks, Laurent MINOST Laurent Minost a écrit : Hi, We would like to send notifications to specific people based on the Ticket creation date. To explain a bit more our need, I will take an example : * Our working hours are Monday to Friday 9am-6pm. * a new ticket is created on Friday 5pm. 1 - if nothing was done on the ticket, we would like to notify one people 3 *working* hours after the ticket was created, so in this example it would be on next Monday 11am. 2 - if still no action was done on the ticket 6 *working* hours after the ticket was created we would like to notify another people, so in this example it would be on next Monday 14am. 3 - if still no action was done on the ticket 12 *working* hours after the ticket was created we would like to notify another different people, so in this example it would be on next Tuesday 11am. I think such a behaviour could be configured through Generic Agent but not sure if every parameters could be configured (main problem for the moment is to take working/non working hours in consideration like OTRS default escalation is doing it based on Calendars). This is a different behaviour than the original OTRS one with escalation because OTRS default escalation seems to only notify ticket owner or default owner if ticket is not yet locked and it seems to defaultly lock Queue view to avoid agents to do things on other ticket than the one concerned but it does not seem to fulfill our needs. Anyone who have informations, advises, answers on this problem is welcome :) Thanks by advance, Laurent MINOST - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] NewTicket notifications and FAQ approval
Hi, I've just configured FAQ approval new functionnality and I'm facing a first problem : when a new FAQ article is added, a new ticket is generated by the system into the configured FAQ_Approval queue requesting approval of the FAQ article BUT there is no NewTicket notification sent to agents even with queue selected in MyQueues and New Ticket notifications set to yes for Agent preferences ?? Why ? Thanks for your answer. Laurent MINOST - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Notifications on Ticket Age with working hours considered
Hi, We would like to send notifications to specific people based on the Ticket creation date. To explain a bit more our need, I will take an example : * Our working hours are Monday to Friday 9am-6pm. * a new ticket is created on Friday 5pm. 1 - if nothing was done on the ticket, we would like to notify one people 3 *working* hours after the ticket was created, so in this example it would be on next Monday 11am. 2 - if still no action was done on the ticket 6 *working* hours after the ticket was created we would like to notify another people, so in this example it would be on next Monday 14am. 3 - if still no action was done on the ticket 12 *working* hours after the ticket was created we would like to notify another different people, so in this example it would be on next Tuesday 11am. I think such a behaviour could be configured through Generic Agent but not sure if every parameters could be configured (main problem for the moment is to take working/non working hours in consideration like OTRS default escalation is doing it based on Calendars). This is a different behaviour than the original OTRS one with escalation because OTRS default escalation seems to only notify ticket owner or default owner if ticket is not yet locked and it seems to defaultly lock Queue view to avoid agents to do things on other ticket than the one concerned but it does not seem to fulfill our needs. Anyone who have informations, advises, answers on this problem is welcome :) Thanks by advance, Laurent MINOST - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Mails from customer otrs to our otrs - Ticket-IDs are messedup
Hi, I also think that your system ID is probably the same that your customer, that why the problem occurs. Here we use an OTRS installation in production but with a modified ticket N° format in compare to the default one using date, no problem with others customers using OTRS at the moment. Laurent LQ Marshall a écrit : No personal experience but changing your system ID to something different (from the default) I would think will resolve the problem. LQ -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Ivan De Masi Sent: Thursday, February 12, 2009 10:05 AM To: otrs@otrs.org Subject: [otrs] Mails from customer otrs to our otrs - Ticket-IDs are messedup Hello, I already posted on the german speaking list, so excuse me if you get this problem twice, but until now there was no hint. :-) We have a customer that forwards some mails to us from his otrs. Now the problem is that our otrs is (logicly) confusing the ticket-IDs and appending ticktes from that customer to already closed ticktes that don't go togehter. Is there a way to ignore tickte-IDs from the mail-domain (via Postmaster Filter etc.) or would it help to change the way our otrs is creating new ticket-IDs for the future? Can I change the way of new created ticket-IDs while the system is running (surely not fetching mails in that moment)? Thanks! Regards, Ivan ___ 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] Interrogations about Support module
Hi Luis, Thanks a lot for your reply. I renamed the file like you said and now the support module is telling me proper informations, everything is OK :) Laurent Luis Miguel a écrit : Hi Laurent, Apache reads the files in the /etc/httpd/conf.d/ directory in alphabetical order. So it reads otrs.conf before perl.conf. Rename perl.conf to 0-perl.conf to make sure perl libraries are loaded before it reads otrs.conf. Hope it helps, Luis Miguel Navas On Mon, Feb 9, 2009 at 5:37 PM, Laurent Minost lmin...@denyall.com mailto:lmin...@denyall.com wrote: Hi everyone, I'm wondering how OTRS Support module is getting informations about WebServer please because on my installation, it tells me that a lot of things are critical where it should not : Check if the system use Apache::DBI. Apache::DBI should be used to get a better performance (pre establish database connections). Critical Check if the system use Apache::Reload/Apache2::Reload. You should use Apache::Reload or Apache2::Reload to increase your performance.Critical Check used mod_perl version. You should use mod_perl to increase your performance. Critical - Running system is : [r...@daotrs conf.d]# cat /etc/redhat-release CentOS release 5.2 (Final) - Apache::DBI module is installed and declared in otrs.conf : [r...@daotrs conf.d]# rpm -qa | grep -i apache perl-Apache-DBI-1.07-1.el5.rf [r...@daotrs conf.d]# rpm -ql perl-Apache-DBI /usr/lib/perl5/vendor_perl/5.8.8/Apache /usr/lib/perl5/vendor_perl/5.8.8/Apache/AuthDBI.pm /usr/lib/perl5/vendor_perl/5.8.8/Apache/DBI.pm ... [r...@daotrs conf.d]# grep DBI /etc/httpd/conf.d/otrs.conf PerlModule Apache::DBI - Same thing for Apache2::Reload [r...@daotrs conf.d]# grep -i reload /etc/httpd/conf.d/otrs.conf # Apache::Reload - Reload Perl Modules when Changed on Disk PerlModule Apache2::Reload PerlInitHandler Apache2::Reload - Same thing for mod_perl [r...@daotrs conf.d]# rpm -qa | grep -i mod_perl mod_perl-2.0.2-6.3.el5 [r...@daotrs conf.d]# grep mod_perl /etc/httpd/conf.d/perl.conf LoadModule perl_module modules/mod_perl.so verified this point from /server_info and saw that module is properly loaded ... Does it looks like something is weird with Support module detection/test please ? Any performance/improvements tips are also welcomed please :) How can I really check that mod_perl / Apache2::Reload / Apache::DBI are properly used/activated for OTRS please ? Thks, Laurent MINOST ___ 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] Customers replies integrate our own last reply
Hi, We are facing a probably common but not so easy to solve problem while using OTRS : almost all of our customers use mail to contact us and so when we reply them with OTRS, we configured it to not add the previous mail of the customer so we are not having our own replies (articles in the OTRS naming) with also the customer mail mentionned with . Problem is that we are facing the same thing for customers replies : our own reply is mentionned classicaly at the end of the mail with and so it's breaking the OTRS view for long time tickets because last articles contains almost all the email ... Is there a way please to tell OTRS to insert only the last mail from customer by detecting a specific character string or other way ? Thanks for your answer, Laurent MINOST ___ 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 ticket is almost unreadable because of a lot of email replies
Hi, I did not see this thread before posting mine but it seems we are searching for the 'almost' same solution :) (see my mail [otrs] Customers replies integrate our own last reply) Patrick, I can first advise you to not include in your answer template the customer reply so you will have less garbage in the OTRS articles. The cons of this method is that you're missing the history for the customer point of view ... if the customer check his mail through a MUA, if it checks through the Customer frontend, it's less problematic ... For the moment, we have our OTRS system set up like this and no customers complains about this. Laurent MINOST Alvin Starr a écrit : I was hoping to hear an answer on this one also. after 20 or 30 transactions the emails get quite long and unreadable. Patrick Schiess wrote: so, nobody has solved this kind of problem or maybe nobody has this issue in his company? ;-) i would appreciate if some of you guys could tell me how they did solve this email reply problem for having readable tickets in otrs... thanks for sharing your solutions with me. regards, patrick. *Von:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *Im Auftrag von *Patrick Schiess *Gesendet:* Montag, 9. Februar 2009 11:45 *An:* 'User questions and discussions about OTRS.' *Betreff:* [otrs] otrs ticket is almost unreadable because of a lot of email replies hi, does anyone of you guys know, how i could deal with the problem, that a ticket gets more and more unreadable because of a lot of email communication (replies) with the customer? does otrs offer a solution to this kind of problem? i am not searching for a solution like: “deleting the whole replies of the customer anytime i write him an email through otrs”. i am more searching for a solution, that deletes the whole replies excepting the last one... so that the customer, does always see his last reply. hope you understand what i mean. thanks for your help. regards, patrick. ___ 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] Interrogations about Support module
Hi everyone, I'm wondering how OTRS Support module is getting informations about WebServer please because on my installation, it tells me that a lot of things are critical where it should not : Check if the system use Apache::DBI. Apache::DBI should be used to get a better performance (pre establish database connections). Critical Check if the system use Apache::Reload/Apache2::Reload. You should use Apache::Reload or Apache2::Reload to increase your performance. Critical Check used mod_perl version. You should use mod_perl to increase your performance. Critical - Running system is : [r...@daotrs conf.d]# cat /etc/redhat-release CentOS release 5.2 (Final) - Apache::DBI module is installed and declared in otrs.conf : [r...@daotrs conf.d]# rpm -qa | grep -i apache perl-Apache-DBI-1.07-1.el5.rf [r...@daotrs conf.d]# rpm -ql perl-Apache-DBI /usr/lib/perl5/vendor_perl/5.8.8/Apache /usr/lib/perl5/vendor_perl/5.8.8/Apache/AuthDBI.pm /usr/lib/perl5/vendor_perl/5.8.8/Apache/DBI.pm ... [r...@daotrs conf.d]# grep DBI /etc/httpd/conf.d/otrs.conf PerlModule Apache::DBI - Same thing for Apache2::Reload [r...@daotrs conf.d]# grep -i reload /etc/httpd/conf.d/otrs.conf # Apache::Reload - Reload Perl Modules when Changed on Disk PerlModule Apache2::Reload PerlInitHandler Apache2::Reload - Same thing for mod_perl [r...@daotrs conf.d]# rpm -qa | grep -i mod_perl mod_perl-2.0.2-6.3.el5 [r...@daotrs conf.d]# grep mod_perl /etc/httpd/conf.d/perl.conf LoadModule perl_module modules/mod_perl.so verified this point from /server_info and saw that module is properly loaded ... Does it looks like something is weird with Support module detection/test please ? Any performance/improvements tips are also welcomed please :) How can I really check that mod_perl / Apache2::Reload / Apache::DBI are properly used/activated for OTRS please ? Thks, Laurent MINOST ___ 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] Internal links in FAQ articles
Hi Michiel, Thanks for your answer. You understood precisely what I was meaning and like you I strongly think that it cannot be done at the moment without modifying again OTRS default behaviour ... :( I found a bugzilla entry (#3429) related to this enhancement and have just posted some informations on it : http://bugs.otrs.org/show_bug.cgi?id=3429 Laurent Michiel Beijen a écrit : Laurent, I can see what you are looking for; if I understand you correctly you would like to be able to include a link from one article to another, for instance from article 06001 to 06009 or so. The problem you are experiencing is that URLs for agents are different than those for end users. It would be a nice new feature if this would be possible. One implementation scenario is this: * In the current implementation there is a possibility to link FAQ entries to one other. * These links will be displayed, but only in the Agent section of the FAQ module, not in the Public FAQ. * You can alter the working of the FAQ module so these links are also displayed in the public FAQ. * If this is done, you can refer to these linked FAQ's in the text of the article. It would require a bit of FAQ hacking though. Regards, -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl On Mon, Feb 2, 2009 at 12:29, Laurent Minost lmin...@denyall.com mailto:lmin...@denyall.com wrote: Hi, Using FAQ module 1.5.4 here on OTRS 2.3.4 and wondering how to simply manage internal links to others FAQ articles ? Is there a way to integrate a link so this one will be usable for agents AND customers ? The best would be a relative link with the same query parameters for Agent or Customers and a common script ... because at the moment we need to provide a link different for customers access than the one used for agents when writing articles ... Thanks by advance for your answers. Laurent MINOST ___ 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] Internal links in FAQ articles
Hi, Using FAQ module 1.5.4 here on OTRS 2.3.4 and wondering how to simply manage internal links to others FAQ articles ? Is there a way to integrate a link so this one will be usable for agents AND customers ? The best would be a relative link with the same query parameters for Agent or Customers and a common script ... because at the moment we need to provide a link different for customers access than the one used for agents when writing articles ... Thanks by advance for your answers. Laurent MINOST ___ 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 Multiple CustomerIDs drop down menu patch updated for OTRS v2.3.4
Hi, For people which may be interested, I've just updated this patch (initially created for OTRS v2.2.2) on the OTRS Bugzilla, this is number #2236. Here is the link below : http://bugs.otrs.org/show_bug.cgi?id=2236 This will allow you to have user-friendly selectables drop down menus rather than textboxes under Customer Users management panel when you manage more than one CustomerCompany for a user. Don't hesitate to drop me a msg for any informations needed. BR, Laurent MINOST ___ 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] How to categorize Tickets - Analyze spent time on categories
Hi, We are facing the same problem here with the Ticket Type parameter, the only solution we found was one proposed by CARNINO Daniele a month ago, you can find this solution by searching on the mailing list archive for subject '[otrs] R: TicketType on reply', dated 11/18. This solution is not the best one but currently this is the only one we found without having to modify the code again ... The best thing would be to have the Type field available when replying to a ticket on the compose form, maybe an OTRS enhancement could be entered on OTRS BugZilla for this ? Don't hesitate to contact me if you have questions or problem finding the corresponding mails. Best regards, Laurent MINOST m...@bortal.de a écrit : Hi Daniel, the Ticket-Type works well for us...BUT when an email comes in and i write an reply over the otrs gui, then i can not select the ticket type. Therefore the ticket will never get a type?! Cheers, Mario Obee, Daniel wrote: Hi Mario There are different ways to categorize tickets: - the easiest and most common: Use different queues - the typical: use ticket type to define the category - the most complex and deepest: define a set of freefields that hold the categories and maybe subcategories Time accounting is a little tricky if not done by hand (leave the work time in the ticketfreetime). The problem is a non-OTRS problem: How do I avoid measuring time in which the ticket was open but waited for input from an employee who sat in a meeting next door? Greets Daniel -Ursprüngliche Nachricht- Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von m...@bortal.de Gesendet: Donnerstag, 18. Dezember 2008 15:49 An: otrs@otrs.org Betreff: [otrs] How to categorize Tickets - Analyze spent time on categories Hello List, i would like to Categorize my tickets in order to find out how much time we spend on Ticket Categories. E.g. i want to know how much time we spend with Network-Support, Development or Telephone Calls. Is there a way to put Tickets into categories an then analyze how much time we spent on it? (in order to see where the fricking time is going ;) Cheers, Mario ___ 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
Re: [otrs] Print bug about note-internal articles ?
Hi, Anyone here that can confirm this behaviour please ? I would be interested to have a feedback before posting it to OTRS's bugzilla. Thanks, Laurent MINOST Laurent Minost a écrit : Hi, Using OTRS v2.2.5 here (so we are not at the latest version at the moment) and I would like to know if users with the latest version (2.3.3) or version 2.2.5 are facing the same problem : while logged in the customer web interface, if you try to print a ticket that contains some note-internal articles, these one are shown on the generated PDF :o( Not exactly what we would expected :) Can you please confirm this behavior ? I will then open/fill a bug report on bugs.otrs.org because I did not found one there at the moment. Thanks. BR. Laurent MINOST ___ 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] Print bug about note-internal articles ?
Hi, Using OTRS v2.2.5 here (so we are not at the latest version at the moment) and I would like to know if users with the latest version (2.3.3) or version 2.2.5 are facing the same problem : while logged in the customer web interface, if you try to print a ticket that contains some note-internal articles, these one are shown on the generated PDF :o( Not exactly what we would expected :) Can you please confirm this behavior ? I will then open/fill a bug report on bugs.otrs.org because I did not found one there at the moment. Thanks. BR. Laurent MINOST ___ 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] R: R: TicketType on reply
Hi Ugo,
Thanks for your answer, I share your point of view and think it would be
a nice functionnality useful for some configurations.
For the moment, as we're not having any other solutions, we're using the
TicketACL trick provided by Daniele in last mails. Not the best
solution because sometimes I forget to fill TicketType before composing
and it's only after composing my whole answer that I see that Ticket
States are restricted so I need to copy/paste my answer elsewhere and go
back to FreeFields ... But that's the only one that can really be used
at the moment.
BR,
Laurent MINOST
Ugo Bellavance a écrit :
Sorry for top-posting, but I personnally think that the ticket type
should be editable at any time, especially at move and reply (Compose
Answer (email)
Regards,
Laurent Minost a écrit :
Hi,
Thanks a lot for your answers and time.
Already tried to add a new dtl block on the OTRS template for
AgentTicketCompose form but as I'm not mastering the OTRS dtl/code
structure and Perl, I was not able to make it appear on the form, as far
as I know and correct me if I'm wrong but it seems that this block would
appear only if we have a good Block corresponding code in
Kernel/Modules/AgentTicketCompose.pm, isn't it ?
But I don't know which parameters/values/arrays? I need to put there ...
Second solution could also be a workaround but to my point of view as we
already have an existent parameter to define Type/Category of a ticket
under OTRS, it would be a pity to not use it and use FreeFields for this :)
Laurent MINOST
CARNINO Daniele (FIAT SERVICES) a écrit :
I think you have two ways to do this:
1) You might add something like:
function submit_compose() {
if (document.compose.TypeID document.compose.TypeID.value == ) {
alert('$JSText{Ticket Type is required!}');
document.compose.TypeID.focus();
return false;
}
!-- dtl:block:TicketType --
tr
td class=contentkey$Text{Type}:/td
td class=contentvalue $Data{TypeStrg}/td
/tr
!-- dtl:block:TicketType --
to your /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketCompose.dtl
2) Disable the ticket type on sysconfig ad use a Freetext field, instead.
Ciao, d.
-Messaggio originale-
Da: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Per conto di
Laurent Minost
Inviato: martedì 18 novembre 2008 10.31
A: User questions and discussions about OTRS.
Cc: Mohamed Bouhlel
Oggetto: Re: [otrs] R: TicketType on reply
Hi Daniele,
First, thanks for your reply.
This solution could be one but I don't think we need such a high level
of restriction :) Problem is that agent need to go to Free Fields
form, change Ticket Type then go back and click on Compose and then
reply to the ticket to be able to use close states.
Do you know if there is a way to manage the Ticket Type field directly
as Free Fields and add it to the compose form please ?
Maybe it's a [EMAIL PROTECTED] discussion then ? :)
Thanks,
Laurent MINOST
CARNINO Daniele (FIAT SERVICES) a écrit :
If you want to force your agents to fill the ticket type before
closing, IMHO the best things is to use ACL.
Add something like this to your Config.pm to disable the closing
states for tickets without defined type (which means type=default,
usually).
# ticket acl
$Self-{TicketAcl}-{'Force Type'} = {
# match properties
Properties = {
# current ticket match properties
Ticket = {
Type = ['default'],
}
},
# return possible options (white list) Possible = {
# possible ticket options (white list) Ticket = {
State = ['new', 'open', 'pending reminder'], },
# possible action options
Action = {
AgentTicketLock = 1,
AgentTicketZoom = 1,
AgentTicketClose = 0,
AgentTicketPending = 1,
AgentTicketNote = 1,
AgentTicketHistory = 1,
AgentTicketPriority = 1,
AgentTicketFreeText = 1,
AgentTicketHistory = 1,
AgentTicketCompose = 1,
AgentTicketBounce = 1,
AgentTicketPrint = 1,
AgentTicketForward = 1,
AgentTicketPrint = 1,
AgentTicketPhone = 1,
AgentTicketPhoneOutbound = 1,
AgentTicketCustomer = 1,
AgentTicketMove = 1,
AgentTicketOwner = 1,
AgentTicketResponsible = 1,
AgentTicketWatcher = 1,
AgentLinkObject = 1,
},
},
};
-Messaggio originale-
Da: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Per conto di
Laurent Minost
Inviato: lunedì 17 novembre 2008 18.56
A: User questions and discussions about OTRS.
Cc: Mohamed Bouhlel
Oggetto: Re: [otrs] TicketType on reply
Hi Aris,
Sure : when you reply to a ticket, you click on Compose Answer (email):
Compose button (or link depending on your OTRS configuration) on
the bottom right side of the screen.
Then you can enter your answer and other standard details like any MUA :
From/To/CC/Subject and also Ticket State/Pending time etc ... and
also if you use it some customized Free Text Fields ...
What I tried to achieve is to add the Type field in this form (the
same one that you can see when clicking on Free Fields link when
Re: [otrs] R: TicketType on reply
Hi Daniele,
First, thanks for your reply.
This solution could be one but I don't think we need such a high level
of restriction :)
Problem is that agent need to go to Free Fields form, change Ticket
Type then go back and click on Compose and then reply to the ticket to
be able to use close states.
Do you know if there is a way to manage the Ticket Type field directly
as Free Fields and add it to the compose form please ?
Maybe it's a [EMAIL PROTECTED] discussion then ? :)
Thanks,
Laurent MINOST
CARNINO Daniele (FIAT SERVICES) a écrit :
If you want to force your agents to fill the ticket type before closing, IMHO
the best things is to use ACL.
Add something like this to your Config.pm to disable the closing states for
tickets without defined type (which means type=default, usually).
# ticket acl
$Self-{TicketAcl}-{'Force Type'} = {
# match properties
Properties = {
# current ticket match properties
Ticket = {
Type = ['default'],
}
},
# return possible options (white list)
Possible = {
# possible ticket options (white list)
Ticket = {
State = ['new', 'open', 'pending reminder'],
},
# possible action options
Action = {
AgentTicketLock = 1,
AgentTicketZoom = 1,
AgentTicketClose = 0,
AgentTicketPending = 1,
AgentTicketNote = 1,
AgentTicketHistory = 1,
AgentTicketPriority = 1,
AgentTicketFreeText = 1,
AgentTicketHistory = 1,
AgentTicketCompose = 1,
AgentTicketBounce = 1,
AgentTicketPrint = 1,
AgentTicketForward = 1,
AgentTicketPrint = 1,
AgentTicketPhone = 1,
AgentTicketPhoneOutbound = 1,
AgentTicketCustomer = 1,
AgentTicketMove = 1,
AgentTicketOwner = 1,
AgentTicketResponsible = 1,
AgentTicketWatcher = 1,
AgentLinkObject = 1,
},
},
};
-Messaggio originale-
Da: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Per conto di Laurent Minost
Inviato: lunedì 17 novembre 2008 18.56
A: User questions and discussions about OTRS.
Cc: Mohamed Bouhlel
Oggetto: Re: [otrs] TicketType on reply
Hi Aris,
Sure : when you reply to a ticket, you click on Compose Answer (email):
Compose button (or link depending on your OTRS configuration) on the bottom
right side of the screen.
Then you can enter your answer and other standard details like any MUA :
From/To/CC/Subject and also Ticket State/Pending time etc ... and also if you
use it some customized Free Text Fields ...
What I tried to achieve is to add the Type field in this form (the same one that you can see when
clicking on Free Fields link when Zooming on a ticket), so I will be able to enter
information about the TicketType/Category when replying to customers. The main purpose of this is
to force agents to fill this field, the best would be to be able to configure it as
mandatory or not (like some others OTRS parameters).
Don't hesitate to tell me if you need more informations.
Thanks.
Laurent MINOST
Aris Czamanske a écrit :
Could you give some more detail, or an example?
Regards,
Aris
- Original Message
From: Laurent Minost [EMAIL PROTECTED]
To: User questions and discussions about OTRS.org otrs@otrs.org
Cc: Mohamed Bouhlel [EMAIL PROTECTED]
Sent: Monday, November 17, 2008 10:41:28 AM
Subject: [otrs] TicketType on reply
Hi,
Anyone knows if there is a way to specify the Ticket Type when
replying to a ticket (Compose) please ?
I was able to specify some FreeFields there but not for the Type field
that seems to be managed differently/internally by OTRS.
Thanks by advance for your replies.
BR,
Laurent MINOST
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Re: [otrs] R: R: TicketType on reply
Hi,
Thanks a lot for your answers and time.
Already tried to add a new dtl block on the OTRS template for
AgentTicketCompose form but as I'm not mastering the OTRS dtl/code
structure and Perl, I was not able to make it appear on the form, as far
as I know and correct me if I'm wrong but it seems that this block would
appear only if we have a good Block corresponding code in
Kernel/Modules/AgentTicketCompose.pm, isn't it ?
But I don't know which parameters/values/arrays? I need to put there ...
Second solution could also be a workaround but to my point of view as we
already have an existent parameter to define Type/Category of a ticket
under OTRS, it would be a pity to not use it and use FreeFields for this :)
Laurent MINOST
CARNINO Daniele (FIAT SERVICES) a écrit :
I think you have two ways to do this:
1) You might add something like:
function submit_compose() {
if (document.compose.TypeID document.compose.TypeID.value == ) {
alert('$JSText{Ticket Type is required!}');
document.compose.TypeID.focus();
return false;
}
!-- dtl:block:TicketType --
tr
td class=contentkey$Text{Type}:/td
td class=contentvalue $Data{TypeStrg}/td
/tr
!-- dtl:block:TicketType --
to your /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketCompose.dtl
2) Disable the ticket type on sysconfig ad use a Freetext field, instead.
Ciao, d.
-Messaggio originale-
Da: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Per conto di Laurent Minost
Inviato: martedì 18 novembre 2008 10.31
A: User questions and discussions about OTRS.
Cc: Mohamed Bouhlel
Oggetto: Re: [otrs] R: TicketType on reply
Hi Daniele,
First, thanks for your reply.
This solution could be one but I don't think we need such a high level of restriction :) Problem is
that agent need to go to Free Fields form, change Ticket Type then go back and click on
Compose and then reply to the ticket to be able to use close states.
Do you know if there is a way to manage the Ticket Type field directly as Free
Fields and add it to the compose form please ?
Maybe it's a [EMAIL PROTECTED] discussion then ? :)
Thanks,
Laurent MINOST
CARNINO Daniele (FIAT SERVICES) a écrit :
If you want to force your agents to fill the ticket type before closing, IMHO
the best things is to use ACL.
Add something like this to your Config.pm to disable the closing states for
tickets without defined type (which means type=default, usually).
# ticket acl
$Self-{TicketAcl}-{'Force Type'} = {
# match properties
Properties = {
# current ticket match properties
Ticket = {
Type = ['default'],
}
},
# return possible options (white list) Possible = {
# possible ticket options (white list) Ticket = {
State = ['new', 'open', 'pending reminder'], },
# possible action options
Action = {
AgentTicketLock = 1,
AgentTicketZoom = 1,
AgentTicketClose = 0,
AgentTicketPending = 1,
AgentTicketNote = 1,
AgentTicketHistory = 1,
AgentTicketPriority = 1,
AgentTicketFreeText = 1,
AgentTicketHistory = 1,
AgentTicketCompose = 1,
AgentTicketBounce = 1,
AgentTicketPrint = 1,
AgentTicketForward = 1,
AgentTicketPrint = 1,
AgentTicketPhone = 1,
AgentTicketPhoneOutbound = 1,
AgentTicketCustomer = 1,
AgentTicketMove = 1,
AgentTicketOwner = 1,
AgentTicketResponsible = 1,
AgentTicketWatcher = 1,
AgentLinkObject = 1,
},
},
};
-Messaggio originale-
Da: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Per conto di
Laurent Minost
Inviato: lunedì 17 novembre 2008 18.56
A: User questions and discussions about OTRS.
Cc: Mohamed Bouhlel
Oggetto: Re: [otrs] TicketType on reply
Hi Aris,
Sure : when you reply to a ticket, you click on Compose Answer (email):
Compose button (or link depending on your OTRS configuration) on the bottom
right side of the screen.
Then you can enter your answer and other standard details like any MUA :
From/To/CC/Subject and also Ticket State/Pending time etc ... and also if you
use it some customized Free Text Fields ...
What I tried to achieve is to add the Type field in this form (the same one that you can see when
clicking on Free Fields link when Zooming on a ticket), so I will be able to enter
information about the TicketType/Category when replying to customers. The main purpose of this is
to force agents to fill this field, the best would be to be able to configure it as
mandatory or not (like some others OTRS parameters).
Don't hesitate to tell me if you need more informations.
Thanks.
Laurent MINOST
Aris Czamanske a écrit :
Could you give some more detail, or an example?
Regards,
Aris
- Original Message
From: Laurent Minost [EMAIL PROTECTED]
To: User questions and discussions about OTRS.org otrs@otrs.org
Cc: Mohamed Bouhlel [EMAIL PROTECTED]
Sent: Monday, November 17, 2008 10:41:28 AM
Subject: [otrs] TicketType on reply
Hi,
Anyone knows if there is a way to specify the Ticket Type when
replying to a ticket
Re: [otrs] TicketType on reply
Hi Aris, Sure : when you reply to a ticket, you click on Compose Answer (email): Compose button (or link depending on your OTRS configuration) on the bottom right side of the screen. Then you can enter your answer and other standard details like any MUA : From/To/CC/Subject and also Ticket State/Pending time etc ... and also if you use it some customized Free Text Fields ... What I tried to achieve is to add the Type field in this form (the same one that you can see when clicking on Free Fields link when Zooming on a ticket), so I will be able to enter information about the TicketType/Category when replying to customers. The main purpose of this is to force agents to fill this field, the best would be to be able to configure it as mandatory or not (like some others OTRS parameters). Don't hesitate to tell me if you need more informations. Thanks. Laurent MINOST Aris Czamanske a écrit : Could you give some more detail, or an example? Regards, Aris - Original Message From: Laurent Minost [EMAIL PROTECTED] To: User questions and discussions about OTRS.org otrs@otrs.org Cc: Mohamed Bouhlel [EMAIL PROTECTED] Sent: Monday, November 17, 2008 10:41:28 AM Subject: [otrs] TicketType on reply Hi, Anyone knows if there is a way to specify the Ticket Type when replying to a ticket (Compose) please ? I was able to specify some FreeFields there but not for the Type field that seems to be managed differently/internally by OTRS. Thanks by advance for your replies. BR, Laurent MINOST ___ 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] FAQ article text/link wrapping
Hi Nils, Thanks for your advise and answer. The bug is already there at http://bugs.otrs.org/show_bug.cgi?id=1747 for a long time now it seems. I added some comments on it. I modified the dtl file so the text is not wrapping anymore and so HTML is not break. BR, Laurent MINOST Nils Breunese (Lemonbit) a écrit : Laurent Minost wrote: I'm facing the same problem as yours and trying to find a solution. Did you find one please ? I'd file a bug report at http://bugs.otrs.org/ In the meantime you could maybe use something like http://tinyurl.com/ to genereate short redirecting URL's that don't wrap. Nils Breunese. Nick Bright a écrit : I'm working on fleshing out our FAQ system, and I've run in to some trouble embedding links into the FAQ entry (for example, a file download link). If the URL is longer than the FAQ line break width, the line wraps and the HTML tag is broken. Is there a work-around or bug fix for this issue? -- --- - Nick Bright Network Administrator Terra World Tel 888-332-1616 x 315 Fax 620-332-1201 ___ 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] FAQ article text/link wrapping
Hi,
I finally modified the dtl template AgentFAQ.dtl by changing the
wrap=$Env{BrowserWrap} to wrap=off.
HTML code now seems to be take in consideration under the FAQ Articles
but is there any side-effect ?
Laurent MINOST
Brett Davis a écrit :
I don't know about the FAQ module but I know for replies you send through/to OTRS, if you enclose your
URL between and symbols, it will not break the URL by line wrapping it. The
displayed URL will appear to be truncated (puts a ... on the end of it) but the actual link
itself remains in tact and works when you click on it.
Brett Davis
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Laurent Minost
Sent: Thursday, October 02, 2008 05:58
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] FAQ article text/link wrapping
Hi Nick,
I'm facing the same problem as yours and trying to find a solution.
Did you find one please ?
Laurent MINOST
Nick Bright a écrit :
I'm working on fleshing out our FAQ system, and I've run in to some
trouble embedding links into the FAQ entry (for example, a file download
link).
If the URL is longer than the FAQ line break width, the line wraps and
the HTML tag is broken.
Is there a work-around or bug fix for this issue?
--
---
- Nick Bright
Network Administrator
Terra World
Tel 888-332-1616 x 315
Fax 620-332-1201
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Re: [otrs] FAQ article text/link wrapping
Hi Nick, I'm facing the same problem as yours and trying to find a solution. Did you find one please ? Laurent MINOST Nick Bright a écrit : I'm working on fleshing out our FAQ system, and I've run in to some trouble embedding links into the FAQ entry (for example, a file download link). If the URL is longer than the FAQ line break width, the line wraps and the HTML tag is broken. Is there a work-around or bug fix for this issue? -- --- - Nick Bright Network Administrator Terra World Tel 888-332-1616 x 315 Fax 620-332-1201 ___ 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 Support or consulting for your OTRS system? = http://www.otrs.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] retaining html formatting for incoming tickets created via email
I think it should. Even if I also personnaly think that support tickets *can be* only in plain text, in particular cases it could be useful to have full HTML support to reply to some customers with HTML emails. (for company's image purposes e.g.) Maybe it's not easy to implement, but I think it should be configurable by a directive to enable HTML or no. Does anyone of the OTRS dev team can tell us if there is something planned for this please ? (I checked the TODO in cvs but didn't find any entries about this subject) Laurent MINOST Steven Carr a écrit : Sean Diggins wrote: I presume this has been asked many times previously, but my searches have been fruitless. We have a privately hosted (intranet) OTRS and would like to keep html formatting intact for tickets created by email, due to our user's extensive use of inline screenshots. The only setting I've found which seems related is turning off the PostmasterAutoHTML2text, but this didn't work. OTRS doesn't support HTML emails. Steve -- Steven Carr Engineer - Khipu Networks Ltd. [EMAIL PROTECTED] - www.khipu-networks.com Secure - Compliant - Infrastructure Registered Office: Fairfax House, 15 Fulwood Place, London WC1V 6AY Registered in England. Company Number 5218573 Specialist Reseller of the year - CRN Channel Awards 2007 ___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] You have 1 new message ! warning
Hi Steve, Thks a lot, this was the exact directive that we need to modify to achieve what we wanted to have. Big thks for your time and support. Laurent MINOST Steven Carr a écrit : Laurent Minost wrote: It does not seem to disappear by it self even after zooming/read the last ticket followup ... Why ? Is there any configuration directive for this behaviour please ? By default it will only stop showing unread messages when you reply to, add a note or in general do something with the ticket, you can modify Ticket::NewMessageMode and set it to ArticleSeen which will hide the notification once the message has been read. Steve -- Steven Carr Engineer - Khipu Networks Ltd. [EMAIL PROTECTED] - www.khipu-networks.com Secure - Compliant - Infrastructure Registered Office: Fairfax House, 15 Fulwood Place, London WC1V 6AY Registered in England. Company Number 5218573 Specialist Reseller of the year - CRN Channel Awards 2007 ___ 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 Support or consulting for your OTRS system? = http://www.otrs.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 Support or consulting for your OTRS system? = http://www.otrs.com/
[otrs] Agent Notifications
Hi, Is there any way to have all agent being notified and NOT ONLY the owner of the ticket when this one does an action on it (a reply to the customer eg.) ? Thanks by advance, Best regards, Laurent MINOST ___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/
[otrs] You have 1 new message ! warning
Hi, Does anyone know what is the action to do on a ticket to avoid having continuously the message displayed You have 1 new mlessage ! under the Agent frontend please ? It does not seem to disappear by it self even after zooming/read the last ticket followup ... Why ? Is there any configuration directive for this behaviour please ? Thks. Best regards, Laurent MINOST ___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] You have 1 new message ! warning
Hi Ali, Thanks for your reply. But then what is the utility of this function then please ? When I go to locked tickets and Unlock the only one Ticket I have locked, the New Message Folder in the top left corner of my Agent frontend is updated to 0 BUT when I lock the ticket again to work on it, the same New Message Folder come back to 1. So the problem is still there : how to make this new message READ without unlocking my ticket, I don't need to have one New Message per Locked Ticket as I will only need to check the number after Locked Ticket to have this information !? :) Laurent Ali, Mustaqil M a écrit : I believe that this happens when you have locked tickets that aren't closed. (Confusing, locking != closing) Go to the top right where it reads locked messages and from there, unlock the messages listed there as need be. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Laurent Minost Sent: 25 June 2008 14:57 To: User questions and discussions about OTRS.org Subject: [otrs] You have 1 new message ! warning Hi, Does anyone know what is the action to do on a ticket to avoid having continuously the message displayed You have 1 new mlessage ! under the Agent frontend please ? It does not seem to disappear by it self even after zooming/read the last ticket followup ... Why ? Is there any configuration directive for this behaviour please ? Thks. Best regards, Laurent MINOST ___ 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 Support or consulting for your OTRS system? = http://www.otrs.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 Support or consulting for your OTRS system? = http://www.otrs.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 Support or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Customer unable to view other tickets for same Company
Hi Mike, Please check http://bugs.otrs.org/show_bug.cgi?id(70 I think it will help you. BR, Laurent MINOST Mike Alsweiler a écrit : Apologies if this is a simple question - I'm new to OTRS. When a customer logs in to the customer interface, they can click the Company Tickets button to see tickets raised by others in their company. If the user clicks on the ticket raised by another, he/she gets a No Permission message. Is there any way of making it possible for all users within the Company to view (and hopefully add notes against) tickets raised by others within their company? Thanks in advance! ___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Customer unable to view other tickets for same Company
Hi Lars, Thks for your answer. What a strange behaviour :) For Mike : Bug ID is 2870. BR, Laurent MINOST Lars Jørgensen a écrit : Hi Mike and Laurent, You can't post bugzilla-links to this mailing list for some reason. Just post the bug id and the recipient can search for it on bugs.otrs.org. -- Lars -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mike Alsweiler Sent: Thursday, June 19, 2008 9:51 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Customer unable to view other tickets for same Company Hi Laurent Thank you, but unfortunately I think the link you pasted was cut short... I have not been able to search for the bug successfully, so would you please post the URL again? Thank you very much for your help on this! Regards Mike 2008/6/19 Laurent Minost [EMAIL PROTECTED]: Hi Mike, Please check http://bugs.otrs.org/show_bug.cgi?id(70 I think it will help you. BR, Laurent MINOST Mike Alsweiler a écrit : Apologies if this is a simple question - I'm new to OTRS. When a customer logs in to the customer interface, they can click the Company Tickets button to see tickets raised by others in their company. If the user clicks on the ticket raised by another, he/she gets a No Permission message. Is there any way of making it possible for all users within the Company to view (and hopefully add notes against) tickets raised by others within their company? Thanks in advance! ___ 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 Support or consulting for your OTRS system? http://www.otrs.com/ -- Mike Alsweiler Advanced Metering Manager Formway Metering Services phone +64 9 580 1182 | mobile + 64 21 464 949 email [EMAIL PROTECTED] | skype mikealsweiler ___ 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 Support or consulting for your OTRS system? =p://www.otrs.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 Support or consulting for your OTRS system? =ttp://www.otrs.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 Support or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] OTRS is slow
Hi Lars, Thanks for your reply, it's good to have experience from another OTRS user. Maybe you're true and I'm asking too many of OTRS as 1 to 2 seconds are the minimum response time we have and so are having also slowest response time, but so I'm wondering then why the First improvement that appear in announcement for OTRS 2.3.0beta1 is Performance : http://lists.otrs.org/pipermail/announce/2008/93.html ? I would be very interested in having other OTRS users return of experience concerning this subject. Thks. Laurent MINOST Lars Jørgensen a écrit : Hi Laurent, You state that response times of 1 to 2 seconds for a page load are by far too slow. We are running three OTRS installations here, one of them on quite powerful hardware, and I see the same response times on all our installations. I think these are normal response times for OTRS. If 1 second is by far too slow maybe you should cut back on the coffee :-) What are other people experiencing? -- Lars -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Laurent Minost Sent: Thursday, June 12, 2008 2:15 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] OTRS is slow Hi Brett, First, thanks for your answer. We're already using mod_perl (mod_perl-2.0.2-6.3.el5) and I prefer not imagine what it could be without it as I found OTRS slow with mod_perl enabled :) BR, Laurent Brett Davis a écrit : Hi Laurent, On Mon, Jun 2, 2008 at 5:55 PM, Lars Jørgensen [EMAIL PROTECTED] wrote: Hi I was browsing through the OTRS documentation and way down in chapter 21 it says Of course you should use mod_perl 2.0. That's all and that's probably why I didn't enable it before now. I found /opt/otrs/README.webserver which had a little more info, and I decided to try and install mod_perl. That thing is FAST! Before OTRS was always a bit on the slow side, now it performs very quickly. Maybe everybody on this list already knows about mod_perl and in that case I'm sorry about this mail. But if you don't know about it, you should definitely check it out. It ought to at least be mentioned in the installation section of the manual. -- Lars I haven't checked it out myself but it might be worth some research. Brett -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Laurent Minost Sent: Tuesday, June 10, 2008 2:58 AM To: User questions and discussions about OTRS.org Subject: [otrs] OTRS is slow Hi, We are using OTRS 2.2.5 with a MySQL Backend with 4GB of RAM and Xeon 3.06 GHz CPU. Linux Distribution is the latest CentOS 5.1 with kernel 2.6.18-53.1.21.el5 #1 SMP. OTRS is running on Apache httpd-2.2.3-11.el5_1.centos.3 with mod_perl-2.0.2-6.3.el5 and perl-5.8.8-10.el5_0.2 and is having about ~ 4000 tickets in database with 300 customer companies and about 700 customers. Apache and MySQL were tuned the best I can to improve general performance and response time. With all these software and hardware related things, OTRS is by far too slow, overall navigation on the Agent AND Customer interface is slow ( response times of about 1 to 2 seconds for paged display). At this moment, I have no clue/idea about how to make it faster, I would like to try some sort of debugging with tool like Fred but didn't find any documentation how to implement it and makes it work ? By the way, I tried to disculpt some of the component by doing some tests with other software : Apache and MySQL does not seem to be the problem as other PHP applications running on the same server are running fast and smoothly. If anyone is having some ideas or advises on how to debug/find a solution to this problem, I will be glad to read your answers and share OTRS experience with any of you. ./otrs.checkModules CGI ... ok Date::Pcalc ... ok Date::Format ... ok DBI ... ok DBD::mysql ... ok Digest::MD5 ... ok Crypt::PasswdMD5 ... ok LWP::UserAgent ... ok IO::Scalar ... ok IO::Wrap ... ok MIME::Base64 ... ok MIME::Tools ... ok Mail::Internet ... ok Net::DNS ... ok Net::POP3 ... ok Net::LDAP ... ok Net::SMTP ... ok Authen::SASL ... ok GD ... ok GD::Text ... ok GD::Graph ... ok GD::Graph::lines ... ok GD::Text::Align ... ok XML::Parser ... ok PDF::API2 ... ok Compress::Zlib ... ok Thks by advance. Best regards Laurent MINOST ___ 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 Support or consulting for your OTRS system? =//www.otrs.com/ Dynojet Research, Inc. - Confidentiality notice: This email message and any attachments are intended only
Re: [otrs] OTRS is slow
Hi Brett, First, thanks for your answer. We're already using mod_perl (mod_perl-2.0.2-6.3.el5) and I prefer not imagine what it could be without it as I found OTRS slow with mod_perl enabled :) BR, Laurent Brett Davis a écrit : Hi Laurent, On Mon, Jun 2, 2008 at 5:55 PM, Lars Jørgensen [EMAIL PROTECTED] wrote: Hi I was browsing through the OTRS documentation and way down in chapter 21 it says Of course you should use mod_perl 2.0. That's all and that's probably why I didn't enable it before now. I found /opt/otrs/README.webserver which had a little more info, and I decided to try and install mod_perl. That thing is FAST! Before OTRS was always a bit on the slow side, now it performs very quickly. Maybe everybody on this list already knows about mod_perl and in that case I'm sorry about this mail. But if you don't know about it, you should definitely check it out. It ought to at least be mentioned in the installation section of the manual. -- Lars I haven't checked it out myself but it might be worth some research. Brett -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Laurent Minost Sent: Tuesday, June 10, 2008 2:58 AM To: User questions and discussions about OTRS.org Subject: [otrs] OTRS is slow Hi, We are using OTRS 2.2.5 with a MySQL Backend with 4GB of RAM and Xeon 3.06 GHz CPU. Linux Distribution is the latest CentOS 5.1 with kernel 2.6.18-53.1.21.el5 #1 SMP. OTRS is running on Apache httpd-2.2.3-11.el5_1.centos.3 with mod_perl-2.0.2-6.3.el5 and perl-5.8.8-10.el5_0.2 and is having about ~ 4000 tickets in database with 300 customer companies and about 700 customers. Apache and MySQL were tuned the best I can to improve general performance and response time. With all these software and hardware related things, OTRS is by far too slow, overall navigation on the Agent AND Customer interface is slow ( response times of about 1 to 2 seconds for paged display). At this moment, I have no clue/idea about how to make it faster, I would like to try some sort of debugging with tool like Fred but didn't find any documentation how to implement it and makes it work ? By the way, I tried to disculpt some of the component by doing some tests with other software : Apache and MySQL does not seem to be the problem as other PHP applications running on the same server are running fast and smoothly. If anyone is having some ideas or advises on how to debug/find a solution to this problem, I will be glad to read your answers and share OTRS experience with any of you. ./otrs.checkModules CGI ... ok Date::Pcalc ... ok Date::Format ... ok DBI ... ok DBD::mysql ... ok Digest::MD5 ... ok Crypt::PasswdMD5 ... ok LWP::UserAgent ... ok IO::Scalar ... ok IO::Wrap ... ok MIME::Base64 ... ok MIME::Tools ... ok Mail::Internet ... ok Net::DNS ... ok Net::POP3 ... ok Net::LDAP ... ok Net::SMTP ... ok Authen::SASL ... ok GD ... ok GD::Text ... ok GD::Graph ... ok GD::Graph::lines ... ok GD::Text::Align ... ok XML::Parser ... ok PDF::API2 ... ok Compress::Zlib ... ok Thks by advance. Best regards Laurent MINOST ___ 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 Support or consulting for your OTRS system? =ttp://www.otrs.com/ Dynojet Research, Inc. - Confidentiality notice: This email message and any attachments are intended only for the person or entity to which it is addressed and may contain confidential, proprietary and/or privileged information. Any review, distribution, reliance on, or otherwise use of this information by persons or entities other than the intended recipients is prohibited. If you received this message in error, please immediately notify the sender and delete it and all copies of it in your system. ___ 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 Support or consulting for your OTRS system? =ttp://www.otrs.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 Support or consulting for your OTRS system? = http://www.otrs.com/
[otrs] OTRS is slow
Hi, We are using OTRS 2.2.5 with a MySQL Backend with 4GB of RAM and Xeon 3.06 GHz CPU. Linux Distribution is the latest CentOS 5.1 with kernel 2.6.18-53.1.21.el5 #1 SMP. OTRS is running on Apache httpd-2.2.3-11.el5_1.centos.3 with mod_perl-2.0.2-6.3.el5 and perl-5.8.8-10.el5_0.2 and is having about ~ 4000 tickets in database with 300 customer companies and about 700 customers. Apache and MySQL were tuned the best I can to improve general performance and response time. With all these software and hardware related things, OTRS is by far too slow, overall navigation on the Agent AND Customer interface is slow ( response times of about 1 to 2 seconds for paged display). At this moment, I have no clue/idea about how to make it faster, I would like to try some sort of debugging with tool like Fred but didn't find any documentation how to implement it and makes it work ? By the way, I tried to disculpt some of the component by doing some tests with other software : Apache and MySQL does not seem to be the problem as other PHP applications running on the same server are running fast and smoothly. If anyone is having some ideas or advises on how to debug/find a solution to this problem, I will be glad to read your answers and share OTRS experience with any of you. ./otrs.checkModules CGI ... ok Date::Pcalc ... ok Date::Format ... ok DBI ... ok DBD::mysql ... ok Digest::MD5 ... ok Crypt::PasswdMD5 ... ok LWP::UserAgent ... ok IO::Scalar ... ok IO::Wrap ... ok MIME::Base64 ... ok MIME::Tools ... ok Mail::Internet ... ok Net::DNS ... ok Net::POP3 ... ok Net::LDAP ... ok Net::SMTP ... ok Authen::SASL ... ok GD ... ok GD::Text ... ok GD::Graph ... ok GD::Graph::lines ... ok GD::Text::Align ... ok XML::Parser ... ok PDF::API2 ... ok Compress::Zlib ... ok Thks by advance. Best regards Laurent MINOST ___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Do you know about mod_perl?
Hi, Using OTRS v2.2.5 here and even with mod_perl 2.0 loaded and a tuned Apache/MySQL installation, OTRS is very slow, I can say that this is the main problem for this software. I hope that v2.3.0 will correct a lot this problem as the first point in the CHANGES is PERFORMANCE. I'm available for any speed improvement way you can propose. Thks. Best regards, Laurent MINOST adrian guevara a écrit : Thanks for sharing the info, Lars! On Mon, Jun 2, 2008 at 5:55 PM, Lars Jørgensen [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] wrote: Hi I was browsing through the OTRS documentation and way down in chapter 21 it says Of course you should use mod_perl 2.0. That's all and that's probably why I didn't enable it before now. I found /opt/otrs/README.webserver which had a little more info, and I decided to try and install mod_perl. That thing is FAST! Before OTRS was always a bit on the slow side, now it performs very quickly. Maybe everybody on this list already knows about mod_perl and in that case I'm sorry about this mail. But if you don't know about it, you should definitely check it out. It ought to at least be mentioned in the installation section of the manual. -- Lars ___ 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 Support or consulting for your OTRS system? = http://www.otrs.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 Support or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] OTRS 2.2.6 : problem with Customer Companies listing
Hi, Anyone here which is using Company Tickets with an external MySQL backend please ? I downgraded to OTRS 2.2.5 because I'm not able to see at the moment why listing of companies is not working well in Agent frontend with OTRS 2.2.6. Any help/advise or even a case where it works would be appreciated. Thanks by advance. Laurent MINOST Laurent Minost a écrit : Hi, Anyone having such a behaviour please ? In order for me to debug the problem, does anyone having OTRS 2.2.6 installed and working with an external MySQL database for Customer Companies can : - tell me if the link Company in Agent frontend is displaying companies properly - send me these files : - Kernel/Config.pm - Kernel/ZZZAuto.pm - Kernel/ZZZAAuto.com - Kernel/System/CustomerCompany.pm - Kernel/Modules/AdminCustomerCompany.pm Thanks by advance, BR. Laurent MINOST Laurent Minost a écrit : Hi, upgraded to OTRS 2.2.6 a few days ago and we are faced to a little problem : Under the Agent frontend, the Company link is not displaying anymore our companies from our external DB, when I click on the Company link/Icon, I'm only having nothing displayed, just the possibility to add a new company. Tried to get the same configuration (Config.pm / Defaults.pm / ZZZAuto.pm / ZZZAAuto.pm ...) with OTRS 2.2.5 and my companies are listed properly. Did not find any OTRS bugzilla entry that could match this problem for the moment. Does anyone is having the same behaviour please or know how to solve it (workaround or new 2.2.6 configuration maybe ? ) Thanks by advance. Best regards, Laurent ___ 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 Support or consulting for your OTRS system? =ttp://www.otrs.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 Support or consulting for your OTRS system? =ttp://www.otrs.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 Support or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] mail loop
Hi Lars, Same thing here when sending my mail on May 5th 2:13pm BR, Laurent Lars Jørgensen a écrit : Am I the only one getting these? Seems there's a loop configuration at lusen.otrs.org. __ *From:*Mail Delivery System [_mailto:[EMAIL PROTECTED] *Sent: *Wednesday, May 07, 2008 9:05 AM *To: [EMAIL PROTECTED] *Subject:*Kan ikke leveres: [otrs] how to avoid send emails [EMAIL PROTECTED] # #5.0.0 X-Postfix; mail forwarding loop for [EMAIL PROTECTED] #SMTP# Oprindelige brevhoveder: Received: from mail.otrs.com (osser.otrs.com [88.198.17.202]) by lusen.otrs.org (Postfix) with ESMTP id 8D1A81DB95 for [EMAIL PROTECTED]; Wed, 7 May 2008 07:05:09 + (GMT) Received: from localhost (localhost [127.0.0.1]) by mail.otrs.com (Postfix) with ESMTP id 1BC7E6DF45 for [EMAIL PROTECTED]; Wed, 7 May 2008 09:05:09 +0200 (CEST) Received: from mail.otrs.com ([127.0.0.1]) by localhost (osser.otrs.com [127.0.0.1]) (amavisd-new, port 10024) with ESMTP id 15532-04 for [EMAIL PROTECTED]; Wed, 7 May 2008 09:05:08 +0200 (CEST) Received: from smtprelay11.ispgateway.de (smtprelay11.ispgateway.de [80.67.29.28]) by mail.otrs.com (Postfix) with ESMTP id C8E9A6D6D2 for otrs@otrs.org; Wed, 7 May 2008 09:05:08 +0200 (CEST) Received: from [85.216.47.88] (helo=thatsit-solutions.de) by smtprelay11.ispgateway.de with esmtpa (Exim 4.68) (envelope-from [EMAIL PROTECTED]) id 1Jtdi8-0005BX-EO for otrs@otrs.org; Wed, 07 May 2008 09:05:08 +0200 Received: from SBS2K3 ([192.168.0.200]) by thatsit-solutions.de with Microsoft SMTPSVC(6.0.3790.3959); Wed, 7 May 2008 09:09:42 +0200 Received: from [80.67.29.48] (helo=mx39.ispgateway.de) by churadas.ispgateway.de with esmtp (Exim 4.68) (envelope-from [EMAIL PROTECTED]) id 1Jtdhm-0002UP-0x; Wed, 07 May 2008 09:04:46 +0200 X-Envelope-To: [EMAIL PROTECTED] Received: from [80.190.216.66] (helo=lusen.otrs.org) by mx39.ispgateway.de with esmtp (Exim 4.68) (envelope-from [EMAIL PROTECTED]) id 1Jtdhl-0001y0-R1 for [EMAIL PROTECTED]; Wed, 07 May 2008 09:04:46 +0200 Received: from lusen.otrs.org (localhost [127.0.0.1]) by lusen.otrs.org (Postfix) with ESMTP id 97A2D2ACFD; Wed, 7 May 2008 07:03:26 + (GMT) X-Original-To: [EMAIL PROTECTED] Delivered-To: [EMAIL PROTECTED] Received: from mail.otrs.com (osser.otrs.com [88.198.17.202]) by lusen.otrs.org (Postfix) with ESMTP id 2FCDB1DB95 for [EMAIL PROTECTED]; Wed, 7 May 2008 07:03:24 + (GMT) Received: from localhost (localhost [127.0.0.1]) by mail.otrs.com (Postfix) with ESMTP id AE4C86DF58 for [EMAIL PROTECTED]; Wed, 7 May 2008 09:03:23 +0200 (CEST) Received: from mail.otrs.com ([127.0.0.1]) by localhost (osser.otrs.com [127.0.0.1]) (amavisd-new, port 10024) with ESMTP id 15265-04 for [EMAIL PROTECTED]; Wed, 7 May 2008 09:03:20 +0200 (CEST) Received: from S-EXCH03-V.gyldendal.dk (s-exch03-v.gyldendal.dk [86.58.160.2]) (using TLSv1 with cipher RC4-MD5 (128/128 bits)) (Client CN S-EXCH03-V, Issuer S-EXCH03-V (not verified)) by mail.otrs.com (Postfix) with ESMTP id 8090C6DF57 for otrs@otrs.org; Wed, 7 May 2008 09:03:19 +0200 (CEST) Received: from S-EXCH02-V.gyldendal.local (172.23.100.20) by S-EXCH03-V.gyldendal.dk (86.58.160.2) with Microsoft SMTP Server (TLS) id 8.1.263.0; Wed, 7 May 2008 09:03:18 +0200 Received: from s-exch01-v.gyldendal.local ([172.23.100.19]) by S-EXCH02-V.gyldendal.local ([172.23.100.20]) with mapi; Wed, 7 May 2008 09:03:17 +0200 From: Lars Jørgensen [EMAIL PROTECTED] To: 'User questions and discussions about OTRS.org' otrs@otrs.org Date: Wed, 7 May 2008 09:03:16 +0200 Thread-Topic: [otrs] how to avoid send emails Thread-Index: Aciv0Dq8HUNAZcXaSkOI72bJok1aXQAP+qog Message-ID: [EMAIL PROTECTED] In-Reply-To: [EMAIL PROTECTED] Accept-Language: da-DK, en-US Content-Language: da-DK X-MS-Has-Attach: X-MS-TNEF-Correlator: acceptlanguage: da-DK, en-US MIME-Version: 1.0 X-Virus-Scanned: amavisd-new at otrs.com Subject: Re: [otrs] how to avoid send emails X-BeenThere: otrs@otrs.org X-Mailman-Version: 2.1.10 Precedence: list Reply-To: User questions and discussions about OTRS.org otrs@otrs.org List-Id: User questions and discussions about OTRS.org otrs.otrs.org List-Unsubscribe: _http://lists.otrs.org/cgi-bin/options/otrs_, _mailto:[EMAIL PROTECTED] List-Archive: _http://lists.otrs.org/pipermail/otrs_ List-Post: _mailto:[EMAIL PROTECTED] List-Help: _mailto:[EMAIL PROTECTED] List-Subscribe: _http://lists.otrs.org/cgi-bin/listinfo/otrs_, _mailto:[EMAIL PROTECTED] Content-Type: multipart/mixed; boundary===42325595== Sender: [EMAIL PROTECTED] Errors-To: [EMAIL PROTECTED] X-Spam-CMAETAG: v=1.0 c=1 a=jOu+B6uWChjnDDvOZn0JcA==:17 a=CjxXgO3L:8 a=SOk-LvZ5TdznsbpBDUIA:9
Re: [otrs] OTRS 2.2.6 : problem with Customer Companies listing
Hi, Anyone having such a behaviour please ? In order for me to debug the problem, does anyone having OTRS 2.2.6 installed and working with an external MySQL database for Customer Companies can : - tell me if the link Company in Agent frontend is displaying companies properly - send me these files : - Kernel/Config.pm - Kernel/ZZZAuto.pm - Kernel/ZZZAAuto.com - Kernel/System/CustomerCompany.pm - Kernel/Modules/AdminCustomerCompany.pm Thanks by advance, BR. Laurent MINOST Laurent Minost a écrit : Hi, upgraded to OTRS 2.2.6 a few days ago and we are faced to a little problem : Under the Agent frontend, the Company link is not displaying anymore our companies from our external DB, when I click on the Company link/Icon, I'm only having nothing displayed, just the possibility to add a new company. Tried to get the same configuration (Config.pm / Defaults.pm / ZZZAuto.pm / ZZZAAuto.pm ...) with OTRS 2.2.5 and my companies are listed properly. Did not find any OTRS bugzilla entry that could match this problem for the moment. Does anyone is having the same behaviour please or know how to solve it (workaround or new 2.2.6 configuration maybe ? ) Thanks by advance. Best regards, Laurent ___ 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 Support or consulting for your OTRS system? = http://www.otrs.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 Support or consulting for your OTRS system? = http://www.otrs.com/
[otrs] OTRS 2.2.6 : problem with Customer Companies listing
Hi, upgraded to OTRS 2.2.6 a few days ago and we are faced to a little problem : Under the Agent frontend, the Company link is not displaying anymore our companies from our external DB, when I click on the Company link/Icon, I'm only having nothing displayed, just the possibility to add a new company. Tried to get the same configuration (Config.pm / Defaults.pm / ZZZAuto.pm / ZZZAAuto.pm ...) with OTRS 2.2.5 and my companies are listed properly. Did not find any OTRS bugzilla entry that could match this problem for the moment. Does anyone is having the same behaviour please or know how to solve it (workaround or new 2.2.6 configuration maybe ? ) Thanks by advance. Best regards, Laurent ___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] OTRS 2.2.5 Using Autologin?
Hi, Don't have an answer about your Single Sign On Request but I would be interested in having your configuration (Config.pm) for the authentification part via LDAP on the Win2k3 AD ? Is it possible please ? Thanks by advance. Laurent Glaab, Achim a écrit : Hello, I am using OTRS 2.2.5 on a Linux Computer running Apache 2.2.6. Actually I am authenticating my users against LDAP (Windows 2003 AD Domain). This is working quite well. Now I am looking for an auto login. Is there a possibility, to use the logged in user on a computer to auto login into otrs? I only found a very short description in the manual. But when I use AuthType Basic in apache, the apache will show a login window. Is there a possibility to login without this windows? (on windows based apache web servers I found a module called SSPI, but this is only working with Win32) Any help is appreciated Achim ___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] splitting tickets OTRS 2.2.5
Hi Ali, The 'Split' link that Nils is talking about is located on the bottom down of your ticket details just before the 'Change Queue' field. BR, Laurent Ali M. a écrit : I dont have that link, when I zoom I only have these links Back - Lock - History - Print - Priority - Free Fields - Link - Owner - Customer - Note - Merge - Pending - Close I am using otrs version 2.2.5 on windows, is this link conditional, I mean doesn't appear for tickets with certain attributes/qualities!!! I also installed the ITSM packages , could this be related! On Mon, Feb 25, 2008 at 2:56 PM, Nils Breunese (Lemonbit) [EMAIL PROTECTED] wrote: Ali M. wrote: How do you even split tickets, i can't find this option on any screen or in the manual, i can see it state as a feature thought in the features list but i can't find it anywhere! When you zoom in on a ticket there is a 'Split' link you can use to split the ticket. Nils Breunese. ___ 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 Support or consulting for your OTRS system? = http://www.otrs.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 Support or consulting for your OTRS system? = http://www.otrs.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 Support or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] OTRS slow? Especially index.pl?
Hi Adam, FYI, even with mod_perl activated I personnaly think it is slow. We already discussed on this mailing list of this problem and it still the same ... Laurent Nils Breunese (Lemonbit) a écrit : Nielson, Adam wrote: Any troubleshooting ideas or suggestions as to why OTRS loads extremely slow? When you go to index.pl, it takes quite awhile to load all the icons, but eventually does, when trying to access other portions of the index.pl admin website, it is also really slow. Any thoughts are greatly appreciated. Are you using mod_perl? If not, that probably helps. Nils Breunese. ___ 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 Support or consulting for your OTRS system? = http://www.otrs.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 Support or consulting for your OTRS system? = http://www.otrs.com/
[otrs] Customer frontend select ticket customer ID when creating a new ticket
Hi, Anyone here who succeed to achieve this kind of behaviour please ? I would like to add a drop down menu under CustomerTicketMessage (New Ticket form) displaying the two values of CustomerID and CustomerIDs for the current logged in customer user so this one will be able to choose for which company he is opening the ticket. This will avoid agent/administrators to re-affect ticket customerID (company) if it was not the main one for the customer user and automate a little bit more the process. OTRS defaults to open the new ticket with the main Customer ID of the customer user who opened the ticket. I'm available if I was not clear or if you need more informations. Thanks a lot. Laurent MINOST ___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/
[otrs] Search Tickets - display date rather than age
Hi, Does anyone have an idea on how to achieve this please ? I did not find any configuration directive to do this, maybe a code modification is necessary ? Thanks, BR Laurent Laurent Minost a écrit : Hi, Almost all is on the subject :) Does anybody know if it's possible to configure OTRS so it will display in Search results the Ticket creation date and NOT the Ticket age ( that one is not very useful to my point of view ) please ? Thanks for your answer. Best regards, Laurent MINOST ___ 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 Support or consulting for your OTRS system? = http://www.otrs.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 Support or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Mails are not coming to OTRS inbox
Hi, Try to check your OTRS database under table 'process_id'. You probably have an entry there that is locked, delete it and it should help. BR, Laurent vimal pillai a écrit : hi, Mails are not coming to OTRS inbox .When i checked the otrs.log i saw the message [Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterPOP3, because it's already running Can anyone help plzhow cai solve this problem. regards, Vimal.P HPAIO http://adworks.rediff.com/cgi-bin/AdWorks/click.cgi/www.rediff.com/signature-home.htm/[EMAIL PROTECTED]/2041776_2034510/2041699/1?PARTNER=3OAS_QUERY=null ___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/
[otrs] Search Tickets - display date rather than age
Hi, Almost all is on the subject :) Does anybody know if it's possible to configure OTRS so it will display in Search results the Ticket creation date and NOT the Ticket age ( that one is not very useful to my point of view ) please ? Thanks for your answer. Best regards, Laurent MINOST ___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Add internal note via email
Hi, Without any verification, just if I remember well ( but I advise you to confirm this within the documentation :o) ), I think there is an X-OTRS-ArticleType header that you can set to note-internal or others values, please check within the OTRS doc for string X-OTRS and you should find what you need. BR, Laurent MINOST Sándor Fehér a écrit : Hi, Is it possible to add an internal note to a ticket ? Via some special email header settings or other way.. Thanks. Sandor ___ 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 Support or consulting for your OTRS system? = http://www.otrs.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 Support or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] How do I promote a ticket answer to faq?
Hi, If you mean : create a FAQ entry from an answer done for a ticket ? I wondered a few weeks ago how to do this and still not having any answer at the moment, I wonder if it's possible at the moment ? Would be interested if you find how to do it please. BR, Laurent MINOST DataForce CRM a écrit : Hi, I have my faq.pl page up. When an agent answers a queue item, how is the answer make a FAQ that will show on the faq.pl page. Regards, Jim Romano GM - 817-886-0380 - Skype: DataForceCRM http://www.dataforcecrm.com Visit site for Live Demos, Screenshots, Customer Support ___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] ticket subject on customer ZoomTicket interface
Hi,
I think it's a bug, I noticed this problem a few weeks ago and did a
modification by myself but as I can't be sure it's a volunteer behaviour
or a real bug, I did not put an entry in OTRS bugzilla, maybe we should
do it ?
By the way, this is what I changed in
Kernel/Output/HTML/Standard/CustomerTicketZoom.dtl :
133c132
input type=text name=Subject
value=$QData{Article::Subject} size=70
---
input type=text name=Subject
value=$QData{Subject} size=70
Hope it will help,
Best regards,
Laurent MINOST
Tahar a écrit :
Hi,
I'm used Otrs v-2.0 on the customer interface when answering for support
feedback the subject of the message was inserted automatically and
contain the same one as the ticket subjet on its creation.
While upgraded to version 2.2.3 the subject is always blank, I would to
know how to do to let automatically the ticket's creation subject, to
not oblige the client to enter a subject only if he wants to change it.
Thank you for your help
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Re: [otrs] Survey module : is there some manual, howto or informations somewhere about it ?
I don't know of Windows installation of OTRS but I would advise you to change Log Type to File rather than Syslog on Windows Best regards, Laurent MINOST Cece Yaya Sudarya a écrit : Hi, Thank you for your information. I've already re-installed the OTRS (on Windows) and when I access the site : http://localhost/otrs/index.pl, it got me error : Software error: Can't load log backend module Kernel::System::Log::SysLog! Can't locate Sys/Syslog.pm in @INC (@INC contains: C:/OTRS/Apache2/bin/../../Kernel/cpan-lib C:/OTRS/Apache2/bin/../.. ../../ C:/OTRS/otrs/Kernel/cpan-lib C:/OTRS/otrs/ C:/OTRS/Perl/site/lib C:/OTRS/Perl/lib . C:/OTRS/Apache2 C:/OTRS/Apache2/bin/../.. C:/OTRS/Apache2/bin/../../Kernel/cpan-lib) at C:/OTRS/otrs//Kernel/System/Log/SysLog.pm line 15, PRODUCT line 4. BEGIN failed--compilation aborted at C:/OTRS/otrs//Kernel/System/Log/SysLog.pm line 15, PRODUCT line 4. Compilation failed in require at (eval 95) line 3, PRODUCT line 4. Presently, I am trying to find the answers. Thank you for your attention and cooperation. Regards, Cece YS On Nov 6, 2007 3:49 PM, Laurent Minost [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] wrote: Hi, This has nothing to do with a reply to survey module informations but ... Did you go properly through all installation steps as defined in the documentation on otrs.org http://otrs.org website : http://doc.otrs.org/2.2/en/html/c267.html Basically, Admin login/password are defined through the installer.pl step as you can see on screenshots provided on the page. Best regards, Laurent MINOST Cece Yaya Sudarya a écrit : Dear Laurent, Yes, I am a newbie looking for ticket number for application. I decided to download OTRS for Windows (since my company regulation is using Bill Gates :D), but after it has been installed, I tried to login the application and it said invalid/wrong user name and password :( I have reinstalled for 3 times, but it has same result :( I have tried yesterday to find any documentation for this issue, but I have no got any. Is there anybody could help me? Thank you for your attention and cooperation. Regards, Cece Yaya Sudarya On 11/5/07, *Laurent Minost* [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] mailto: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] wrote: Hi, I think all is in the subject :) How do we use this module please ? I have it installed on my OTRS 2.2.3 but don't know how to clearly and precisely use it. It could be useful but searching otrs.org/mailing http://otrs.org/mailing http://otrs.org/mailing list archives and Google did not lead me to any clear documentations, howto or informations about it :( So if someone use it or if any OTRS dev could paste us a little how-to here or do a FAQ article, I think it will help a few people by now and in the future. Thanks by advance. Best regards, Laurent MINOST ___ 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 Support or consulting for your OTRS system? = http://www.otrs.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 Support or consulting for your OTRS system? = http://www.otrs.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 Support or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Add Button To menu
Hi,
It seems there is some configuration parameters, all
$Self-{'Frontend::Module'}-... like this one :
$Self-{'Frontend::Module'}-{'Admin'} = {
'NavBar' = [
{
'Prio' = '1',
'Block' = 'ItemArea',
'Image' = 'admin.png',
'NavBar' = 'Admin',
'Type' = 'Menu',
'AccessKey' = 'a',
'Description' = 'Admin-Area',
'Name' = 'Admin',
'Link' = 'Action=Admin'
}
],
'NavBarName' = 'Admin',
'Description' = 'Admin-Area',
'Title' = 'Admin',
'NavBarModule' = {
'Module' = 'Kernel::Output::HTML::NavBarModuleAdmin'
},
'Group' = [
'admin'
]
};
If you define a new one, I think your new button will appear on the
Agent Navigation Bar, you need to see which action you will give to this
button first etc ...
Best regards,
Laurent MINOST
Dave Wojciechowski a écrit :
I was a afraid of that, was hoping there was a way to just change some
config... that would be a nice feature, the ablity to add a list of
external links for the agents.
*From:* [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] *On Behalf
Of *Gabriele D'Andrea
*Sent:* Tuesday, October 23, 2007 9:56 AM
*To:* User questions and discussions about OTRS.org
*Subject:* Re: [otrs] Add Button To menu
HTML files are stored in Kernel\Output\HTML\Standard, with .dtl
extension. You can find the file which refers to the menu you want to
customize, and add a link to it
Gabriele
- Original Message -
*From:* Dave Wojciechowski
mailto:[EMAIL PROTECTED]
*To:* User questions and discussions about OTRS.org
mailto:otrs@otrs.org
*Sent:* Monday, October 22, 2007 3:02 PM
*Subject:* [otrs] Add Button To menu
Does anyone know the best way to add a button to the top row of the
menu that would open a new window to a link?
Thanks
I'm Wojo
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Re: [otrs] Survey module : is there some manual, howto or informations somewhere about it ?
Hi, This has nothing to do with a reply to survey module informations but ... Did you go properly through all installation steps as defined in the documentation on otrs.org website : http://doc.otrs.org/2.2/en/html/c267.html Basically, Admin login/password are defined through the installer.pl step as you can see on screenshots provided on the page. Best regards, Laurent MINOST Cece Yaya Sudarya a écrit : Dear Laurent, Yes, I am a newbie looking for ticket number for application. I decided to download OTRS for Windows (since my company regulation is using Bill Gates :D), but after it has been installed, I tried to login the application and it said invalid/wrong user name and password :( I have reinstalled for 3 times, but it has same result :( I have tried yesterday to find any documentation for this issue, but I have no got any. Is there anybody could help me? Thank you for your attention and cooperation. Regards, Cece Yaya Sudarya On 11/5/07, *Laurent Minost* [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] wrote: Hi, I think all is in the subject :) How do we use this module please ? I have it installed on my OTRS 2.2.3 but don't know how to clearly and precisely use it. It could be useful but searching otrs.org/mailing http://otrs.org/mailing list archives and Google did not lead me to any clear documentations, howto or informations about it :( So if someone use it or if any OTRS dev could paste us a little how-to here or do a FAQ article, I think it will help a few people by now and in the future. Thanks by advance. Best regards, Laurent MINOST ___ 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 Support or consulting for your OTRS system? = http://www.otrs.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 Support or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Automatically assigning people to a queue by their mail address domain
Hi, I have no answer about your question, sorry. but I would just mention a thing : I think it's a bad idea to implement an automatic queue affecting system based on source domains like you want to do. Imagine this simple case : - Customer 1 from Company A with email [EMAIL PROTECTED] sends you a mail, this one will be directed to Queue A based on your established rules of domain email address. - Customer 2 from Company B with email [EMAIL PROTECTED] sends you another mail, this one could be badly directed to the wrong Queue A rather than Queue Other based on a malformed rule ... Just consider the problem and all the situations you will have to face ... and also consider that source email address can easily be forged. Best regards, Laurent MINOST Boris Ratak a écrit : Hi, According to the OTRS doc (http://doc.otrs.org/2.2/en/html/x846.html#adminarea-customer-user-groups), you have to manually assign customers to a group (and therefor to a queue), or use the CustomerAlwaysGroup option to assign every new customer to a single group. My problem is that I have several queues, each assigned to a customer's company with some customers which I don't wan't to see/post any other queue than their company's queue. So : 1) Is there a way to configure OTRS so that every new customer is automatically assigned to a queue, according to the domain of his mail address? 2) If first answer is yes, is there a way to do the same with the customers that are already registered? Thx for the answers B. Ne gardez plus qu'une seule adresse mail ! Copiez vos mails http://www.trueswitch.com/yahoo-fr/ vers Yahoo! Mail ___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] MySQL Admin Problems
Hi, Your problem seems to be only related with bad/insufficient privileges accorded to your otrs user. phpMyAdmin is a web-based tool to easily manage MySQL servers, it could help on your case : http://www.phpmyadmin.net/ You will probably also need to read some documentations about MySQL Administration, you will find many howtos on Google, this one can be a beginning : http://www.linuxhomenetworking.com/wiki/index.php/Quick_HOWTO_:_Ch34_:_Basic_MySQL_Configuration Basic steps of the OTRS installation procedure can also be useful since it seems all is not properly configure on your current installation : http://doc.otrs.org/2.2/en/html/c267.html Best regards, Laurent MINOST Emily Flynn a écrit : Hi, I’m running OTRS 2.1.7, and I’ve been having a problem with Apache failing. So I want to upgrade to 2.2 hoping this might fix it. What this entails is backing up the MySQL database, uninstalling the current version of OTRS, and then reinstalling the new one, making sure to copy over my config files. Now, I’m not knowledgeable of MySQL at all, so I want to use a user-friendly application to work with the database in order to avoid errors. I downloaded and installed MySQL tools from the MySQL website, and the Administrator tool is picking up the MySQL database using the default OTRS Username and Password. The Administrator isn’t connecting to the database correctly however, when I so into User Administration, I get the following error: ‘A MySQL error was encountered. The message is: Could not fetch user names. The following error occurred: SELECT command denied to user [EMAIL PROTECTED] for table ‘user’ (1142). As far as I can find out, this means that the proper user privileges have not been set for the database, but I don’t know how to fix this, or how to adjust and save the correct config files. If someone could point me in the right direction, I’d really appreciate it. Thanks! Emily ___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/
[otrs] Survey module : is there some manual, howto or informations somewhere about it ?
Hi, I think all is in the subject :) How do we use this module please ? I have it installed on my OTRS 2.2.3 but don't know how to clearly and precisely use it. It could be useful but searching otrs.org/mailing list archives and Google did not lead me to any clear documentations, howto or informations about it :( So if someone use it or if any OTRS dev could paste us a little how-to here or do a FAQ article, I think it will help a few people by now and in the future. Thanks by advance. Best regards, Laurent MINOST ___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/
[otrs] Search Tickets by metacharacters
Hi,
I thought I've already seen this somewhere but can't find back where so
maybe not.
Is there a way to do some regexp style search through Search Tickets
feature like searching with OR or AND operand or in TicketNumber
field only Tickets through number 2400 to 2500 for exemple ? ( a thing
like 24[0-9]{2} )
Thanks by advance for your answer,
Best regards.
Laurent Minost
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Re: [otrs] clear a whole queue
Hi, You should give a try to Generic Agent : http://doc.otrs.org/2.2/en/html/x1149.html which should in your case be the right tool to mass move/delete ... some tickets in specific queue and/or others criterias. Best regards, Laurent MINOST B Z a écrit : Hello, I apologize in advance if my question seems to simple for the list - however i could not find the documentation to answer it on the web. Without the details of how I got to this point, suffice to say I have a bunch of junk tickets in the Raw Queue and I'm trying to clear them all out (without clicking every single little checkbox, and i don't see a mass select). Can anyone please point me in the right direction? Thank you! I look forward to using OTRS and helping others as my knowledge about the product grows. - Brian Climb to the top of the charts! Play Star Shuffle: the word scramble challenge with star power. Play Now! http://club.live.com/star_shuffle.aspx?icid=starshuffle_wlmailtextlink_oct ___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] OTRS very slow
Hi, I would be interested and curious in seeing this not slow OTRS and see which time responses you have when displaying queue view, customer_user link and overall Agent Administration panels ... etc :) Which hardware do you have ? Which backend are you using please ? By the way, about pri pri question, I have also no experience about an OTRS install under Windows but as I can see and strongly think performance is not the best feature under OTRS, I can advise you to dedicate a linux box to OTRS, that will probably avoid some others problems linked to Windows ... Thanks by advance for your answers. Laurent MINOST Richard Hinkamp - BeSite a écrit : We have an install with 100.000 tickets and it's not slow. It is not running on Windows (Linux+mysql), so don't know about windows installs... Richard pri pri wrote: hi all i have been using OTRS on windows small business server 2003 for 4 months now. i am using version 2.2.1 and wanted to know if the system gets very slow if there are more than 3000 tickets in my system. i have had frequent SPAM attacks and ended up with 16- 20 thousand e-mails in my system. the system is extremely slow. i would like to know if the system will get very slow if there are more than 3-4 thousand tickets. please let me know if you know anything about it. 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 Support or consulting for your OTRS system? = http://www.otrs.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 Support or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Create non-client visible tickets
Hi Alexander, * the listing of the ticket within the customer-webgui - this is already done/current behaviour if this customer does not have access to the queue on which tickets are located * the sending of customer-notifications and autoanswers - if you set 'Customer Move/State/Owner Notify:' to No on Queue settings of the queue on which tickets are located, customer will not be notified about modifications on this ticket I think that it's currently already possible to do what Jesus wants to do but maybe in a less comfortable way than what you described. BR, Laurent MINOST Alexander Scholler a écrit : Hi Jesus, I think this is not possible at the moment, but would be a good feature for the future = please open a feature-bug-report. If I had to implement this in today's OTRS, I would use a dedicated freetext-field readable for customer which is defaulted to yes. You would than have to modify the sources to prevent * the listing of the ticket within the customer-webgui * the sending of customer-notifications and autoanswers if this freetext-field is set to no. I think it is not more than about 15-30 lines of code-modification, but you have to know where to change it, and it's spread all over the files. You could make use of [EMAIL PROTECTED] for professional help. Bye, Alex Jesús M. Navarro schrieb: Hi, list: I'm looking for a way to create tickets for a client that still are not visible for them (quite alike to an internal note but expanding the whole ticket). There are situations like i.e. maintenance operations we want to associate to a given client and take advantage of OTRS's workflow, SLA, notes, etc. but that simply are not for client consumption. Anyone know how can I achive this goal? TIA ___ 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 Support or consulting for your OTRS system? =ttp://www.otrs.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 Support or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Create non-client visible tickets
Hi, Simply create concerned tickets in a specific queue that will not be accessible to this customer ? But you will need to care about automatic notifications when ticket is created, modified etc on this queue ... so customer will not be informed about these. Please tell me if you achieve to do this with this method, it could be also interesting for me :) Thanks by advance. Laurent MINOST Jesús M. Navarro a écrit : Hi, list: I'm looking for a way to create tickets for a client that still are not visible for them (quite alike to an internal note but expanding the whole ticket). There are situations like i.e. maintenance operations we want to associate to a given client and take advantage of OTRS's workflow, SLA, notes, etc. but that simply are not for client consumption. Anyone know how can I achive this goal? TIA -- Jesús M. Navarro Jefe de Sistemas y Soporte Ándago Ingeniería - www.andago.com Teléfono: +34 916 011 373 (ext. 29) Móvil: +34 666 431 088 e-mail: [EMAIL PROTECTED] ___ 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 Support or consulting for your OTRS system? =ttp://www.otrs.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 Support or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Standard Types and Queues
Hi, Sure ! :) This is now some few days I did this modification so I can't remember well which files were modified so : - you will find attached modified dtl and pm for OTRS v2.2.2 Customer's frontend, just do a diff with the original OTRS 2.2.2 dist files or with your already customized files, it will give you my own modifications ( and maybe other modifications about other things, my OTRS is far from the original 2.2.2 by now ...) - if you think there is something missing, don't hesitate to contact me back, I will check again the code to find all needed modifications. Have fun. Best regards, Laurent Minost Luis Wong a écrit : *I have this exactly same problem. Can you please share your code modifications?* *Thank you,* *Luis* * * *[otrs] Standard Types and Queues* *Laurent Minost* lminost at denyall.com mailto:otrs%40otrs.org?Subject=%5Botrs%5D%20Standard%20Types%20and%20QueuesIn-Reply-To=01b801c7f5e2%24d71d63b0%248e04a8c0%40nettezza /Thu Sep 13 11:07:33 GMT 2007/ * Previous message: [otrs] Standard Types and Queues http://lists.otrs.org/pipermail/otrs/2007-September/020313.html * Next message: [otrs] Standard Types and Queues http://lists.otrs.org/pipermail/otrs/2007-September/020316.html * *Messages sorted by:* [ date ] http://lists.otrs.org/pipermail/otrs/2007-September/date.html#20314 [ thread ] http://lists.otrs.org/pipermail/otrs/2007-September/thread.html#20314 [ subject ] http://lists.otrs.org/pipermail/otrs/2007-September/subject.html#20314 [ author ] http://lists.otrs.org/pipermail/otrs/2007-September/author.html#20314 Hi Gabriele, Thanks for your answer. This parameter CustomerPanelOwnSelection allows to set Queues for which Customers will have access through drop-down menu but it doesn't permit me : - to set the default queue - to avoid having this default queue set to '-' which is hard coded and added when drop-down menu is displayed That's why I did some modifications on the code :( Best regards, Laurent MINOST Le jeudi 13 septembre 2007 à 10:48 +0200, Gabriele D'Andrea a écrit : / i want to Speed up the Ticket Typing Procedure.. Most Tickets ( we/ / mostly use Telephone Tickets ) have the same Type ( Problem ) and/ / go the same Queue. But in OTRS the preselcetion for those Fileds is/ / - and you have to Click on Problem and the right Queue. / / Look if there are some options to insert default values in SysConfig/ / - Ticket - Frontend::Agent::Ticket::ViewPhoneNew/ / / / I was having the same problem with Customer frontend, when creating/ / a / / new ticket, default queue needs to be selected and we use only/ / one.../ / / / In SysConfig - Ticket - Frontend::Customer::Ticket::ViewNew edit the/ / following option inserting the queue you want your customers to use / / / / CustomerPanelOwnSelection: / / Here you can insert the Queues, which the customer can select in the/ / Customer-Interface. / / Etichetta/ / / / Content/ / / / / / / / / / / / / / / / Hope this helps/ / Gabriele/ / - Original Message - / / From: Laurent Minost / / To: User questions and discussions about OTRS.org / / Sent: Wednesday, September 12, 2007 2:19 PM/ / Subject: Re: [otrs] Standard Types and Queues/ / / / / / / / Hi,/ / / / I was having the same problem with Customer frontend, when/ / creating a new ticket, default queue needs to be selected and/ / we use only one.../ / Didn't find a solution so I modified source code for it to/ / avoid adding - entry. Maybe it's the same for you./ / If you find a solution or modify the code, I will be/ / interested by your final resolution :)/ / / / Thanks./ / / / BR,/ / / / Laurent MINOST/ / / / / / Le mercredi 12 septembre 2007 à 13:07 +0200, Buechling, Thomas/ / a écrit : / / / / Hallo! / / i want to Speed up the Ticket Typing Procedure.. Most/ / Tickets ( we mostly use Telephone Tickets ) have the same/ / Type ( Problem ) and go the same Queue. But in OTRS the/ / preselcetion for those Fileds is - and you have to Click/ / on Problem and the right Queue. / / Is there a way set Standard Values for those Fileds? / / I cant find Anything in Sysconfig... / / Thank You! / / Freundliche Grüße / / / / i. A. Thomas Büchling / / Praktikant / IT-Services / // / Tel +49 (0)561/ 4991
Re: [otrs] AD Single Sign On
Hi, Are you planning using SSO for Agents or Customers ? Im also interested in doing SSO for Customers point of view to login to Customers's frontend, for the moment I did it through a PHP script because my Customers logged in on first authentification side with a different login/pass from the one used for their account under OTRS ... I saws on documentation that you need to enable specific modules to enable SSO with OTRS, it is described in : 11.3.1.3. HTTPBasicAuth for agents : http://doc.otrs.org/2.2/en/html/x1643.html#agent-auth-backends 11.3.2.3. HTTPBasicAuth for customer users : http://doc.otrs.org/2.2/en/html/x1643.html#customer-auth-backends I would be interested by your returns if you tried (or going to try) these modules. Thanks. Best regards. Laurent MINOST Le mercredi 19 septembre 2007 à 17:20 +0200, Derek Blevins a écrit : Hello, I'm trying to figure out how to get OTRS to do single sign on with AD. I've managed to make LDAP work according to the manual, however the documentation for true single sign on is confusing. How is http basic auth supposed to function? And does OTRS really do seamless logins? Kind of a newbie here, if someone has a walkthrough that would be great. I'm sure this has been brought up a dozen times. Using: AD 2003 OTRS 2.2.2 CentOS 5 Everything works great, just trying to get SSO working. The only thing I've found is a module for OTRS 1.3 or similar versions. Thanks, Derek Blevins ___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Software Error
Hi, This link shoud be useful : http://lists.otrs.org/pipermail/otrs/2007-July/019315.html Best regards, Laurent MINOST Le mercredi 19 septembre 2007 à 03:30 +0200, Maurice James Ny a écrit : Does anyone know what this error is? I get this when ever I try to send an email from an open ticket. Modification of a read-only value attempted at /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi/Net/DNS/Question.pm ___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/
[otrs] Timeout while using Stats module
Hi,
Having some problems here while computing some stats with OTRS stats
module.
I made a customized stats form to allow us compute how many tickets are
opened each month by each Customer Company's ID, if I try to run it on a
year (01/01/2007 to 31/12/2007) and choose Print as output ( PDF
output ) I get what I can probably call a timeout between 3 or 4
minutes when stats are computed returning me back with a 500 Internal
server error.
My webserver logs are giving me :
[Mon Sep 17 17:03:14 2007] [error] [client 10.1.6.3] Premature end of
script headers: index.pl, referer:
http://otrs-test/otrs/index.pl?Action=AgentStatsSubaction=ViewStatID=4
I can see in a 'show full processlist' mysql shell that a lot of queries
are passed to MySQL, it seems to me that the process is taking long time
to achieve and a timeout occurs before the end
| 633 | otrs| localhost | otrs| Query |0 | Copying
to tmp table | SELECT DISTINCT st.id, st.tn, st.create_time_unix FROM
ticket st, queue sq , ticket_history th WHERE sq.id = st.queue_id AND
st.id = th.ticket_id AND LOWER(st.customer_id) IN (LOWER('SENTOR') ) AND
st.create_time = '2007-01-31 23:59:59' AND st.create_time =
'2007-01-01 00:00:00' ORDER BY st.create_time_unix DESC LIMIT 1
|
For informations, we have almost 3900 tickets on database and 125
Customer Companys.
Has anyone already encountered such problems and/or see any things that
could be set to avoid this behaviour please ?
Thanks by advance for your answers and time.
Best regards,
Laurent MINOST
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Re: [otrs] Standard Types and Queues
Hi Gabriele, Thanks for your answer. This parameter CustomerPanelOwnSelection allows to set Queues for which Customers will have access through drop-down menu but it doesn't permit me : - to set the default queue - to avoid having this default queue set to '-' which is hard coded and added when drop-down menu is displayed That's why I did some modifications on the code :( Best regards, Laurent MINOST Le jeudi 13 septembre 2007 à 10:48 +0200, Gabriele D'Andrea a écrit : i want to Speed up the Ticket Typing Procedure.. Most Tickets ( we mostly use Telephone Tickets ) have the same Type ( Problem ) and go the same Queue. But in OTRS the preselcetion for those Fileds is - and you have to Click on Problem and the right Queue. Look if there are some options to insert default values in SysConfig - Ticket - Frontend::Agent::Ticket::ViewPhoneNew I was having the same problem with Customer frontend, when creating a new ticket, default queue needs to be selected and we use only one... In SysConfig - Ticket - Frontend::Customer::Ticket::ViewNew edit the following option inserting the queue you want your customers to use CustomerPanelOwnSelection: Here you can insert the Queues, which the customer can select in the Customer-Interface. Etichetta Content Hope this helps Gabriele - Original Message - From: Laurent Minost To: User questions and discussions about OTRS.org Sent: Wednesday, September 12, 2007 2:19 PM Subject: Re: [otrs] Standard Types and Queues Hi, I was having the same problem with Customer frontend, when creating a new ticket, default queue needs to be selected and we use only one... Didn't find a solution so I modified source code for it to avoid adding - entry. Maybe it's the same for you. If you find a solution or modify the code, I will be interested by your final resolution :) Thanks. BR, Laurent MINOST Le mercredi 12 septembre 2007 à 13:07 +0200, Buechling, Thomas a écrit : Hallo! i want to Speed up the Ticket Typing Procedure.. Most Tickets ( we mostly use Telephone Tickets ) have the same Type ( Problem ) and go the same Queue. But in OTRS the preselcetion for those Fileds is - and you have to Click on Problem and the right Queue. Is there a way set Standard Values for those Fileds? I cant find Anything in Sysconfig... Thank You! Freundliche Grüße i. A. Thomas Büchling Praktikant / IT-Services Tel +49 (0)561/ 4991 -125 Fax +49 (0)561/ 4991 -93125 [EMAIL PROTECTED] http://www.rudolph-log.de http://www.logeon.net -- Rudolph Logistik Gruppe -- Rudolph Holding GmbH Harzweg 10 D 34225 Baunatal Amtsgericht Kassel HRB 6548 Geschäftsführer: Jürgen Rudolph, Werner Rudolph, Torsten Rudolph, Peter Malkomeß - Abonnieren Sie unseren Newsletter RudolphREPORT unter http://www.rudolph-log.de/aktuelles/aktuelles.cfm __ ___ 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 Support or consulting for your OTRS system? = http://www.otrs.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 Support or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Standard Types and Queues
Hi, We're using OTRS 2.2.2 and I have just checked again to be sure, with only one queue defined on CustomerPanelOwnSelection, drop-down menu on NewTicket page of customer's frontend is displaying a '-' selected by default. It is needed to choose the right queue, then page is refreshed and queue is selected. BR, Laurent MINOST Le jeudi 13 septembre 2007 à 13:52 +0200, Gabriele D'Andrea a écrit : Which version of OTRS are you using? I'm using OTRS v. 2.1.7 We want our users to insert ticket in the 1st level queue, and not in other queues. Since there's the only queue they can put tickets in, I've removed all the other queues and inserted only the first level queue. Now, when they log in and open a ticket, they get the default queue by default (they don't get the '-' and don't have to select the queue manually). Could it be a matter of version? I don't remember what was the behaviour prior to the customization, I mean: before I limited users to that queue only, I don't remember if it was the first queue in list that was inserted by default or the '-'. Bye Gabriele - Original Message - From: Laurent Minost To: User questions and discussions about OTRS.org Sent: Thursday, September 13, 2007 11:07 AM Subject: Re: [otrs] Standard Types and Queues Hi Gabriele, Thanks for your answer. This parameter CustomerPanelOwnSelection allows to set Queues for which Customers will have access through drop-down menu but it doesn't permit me : - to set the default queue - to avoid having this default queue set to '-' which is hard coded and added when drop-down menu is displayed That's why I did some modifications on the code :( Best regards, Laurent MINOST Le jeudi 13 septembre 2007 à 10:48 +0200, Gabriele D'Andrea a écrit : i want to Speed up the Ticket Typing Procedure.. Most Tickets ( we mostly use Telephone Tickets ) have the same Type ( Problem ) and go the same Queue. But in OTRS the preselcetion for those Fileds is - and you have to Click on Problem and the right Queue. Look if there are some options to insert default values in SysConfig - Ticket - Frontend::Agent::Ticket::ViewPhoneNew I was having the same problem with Customer frontend, when creating a new ticket, default queue needs to be selected and we use only one... In SysConfig - Ticket - Frontend::Customer::Ticket::ViewNew edit the following option inserting the queue you want your customers to use CustomerPanelOwnSelection: Here you can insert the Queues, which the customer can select in the Customer-Interface. Etichetta Content Hope this helps Gabriele - Original Message - From: Laurent Minost To: User questions and discussions about OTRS.org Sent: Wednesday, September 12, 2007 2:19 PM Subject: Re: [otrs] Standard Types and Queues Hi, I was having the same problem with Customer frontend, when creating a new ticket, default queue needs to be selected and we use only one... Didn't find a solution so I modified source code for it to avoid adding - entry. Maybe it's the same for you. If you find a solution or modify the code, I will be interested by your final resolution :) Thanks. BR, Laurent MINOST Le mercredi 12 septembre 2007 à 13:07 +0200, Buechling, Thomas a écrit : Hallo! i want to Speed up the Ticket Typing Procedure.. Most Tickets ( we mostly use Telephone Tickets ) have the same Type ( Problem ) and go the same Queue. But in OTRS the preselcetion for those Fileds is - and you have to Click on Problem and the right Queue. Is there a way set Standard Values for those Fileds? I cant find Anything in Sysconfig... Thank You! Freundliche Grüße
Re: [otrs] Standard Types and Queues
Hi, I was having the same problem with Customer frontend, when creating a new ticket, default queue needs to be selected and we use only one... Didn't find a solution so I modified source code for it to avoid adding - entry. Maybe it's the same for you. If you find a solution or modify the code, I will be interested by your final resolution :) Thanks. BR, Laurent MINOST Le mercredi 12 septembre 2007 à 13:07 +0200, Buechling, Thomas a écrit : Hallo! i want to Speed up the Ticket Typing Procedure.. Most Tickets ( we mostly use Telephone Tickets ) have the same Type ( Problem ) and go the same Queue. But in OTRS the preselcetion for those Fileds is - and you have to Click on Problem and the right Queue. Is there a way set Standard Values for those Fileds? I cant find Anything in Sysconfig... Thank You! Freundliche Grüße i. A. Thomas Büchling Praktikant / IT-Services Tel +49 (0)561/ 4991 -125 Fax +49 (0)561/ 4991 -93125 [EMAIL PROTECTED] http://www.rudolph-log.de http://www.logeon.net -- Rudolph Logistik Gruppe -- Rudolph Holding GmbH Harzweg 10 D 34225 Baunatal Amtsgericht Kassel HRB 6548 Geschäftsführer: Jürgen Rudolph, Werner Rudolph, Torsten Rudolph, Peter Malkomeß - Abonnieren Sie unseren Newsletter RudolphREPORT unter http://www.rudolph-log.de/aktuelles/aktuelles.cfm ___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Need help with customer interface and ticket placing
Hi, I think this setting affects only Agent's view and not Customer's view. Laurent Le lundi 10 septembre 2007 à 12:28 +0200, Gabriele D'Andrea a écrit : 3 There is this issue in customer ticket view that all the correspondence comes in tree view and not listed down so I can view all the history of ticket in one Like this is what I getwhat is required is to modify this so I can view them all in one go In the admin area, go to SysConfig - Ticket - Frontend::Agent::Ticket::ViewZoom Change the follwing value to YES Ticket::Frontend::ZoomExpand: Show all articles to a ticket in the ZoomView without selecting which article to show? Regards Gabriele - Original Message - From: Mujtaba Karim To: otrs@otrs.org Sent: Monday, September 10, 2007 11:07 AM Subject: [otrs] Need help with customer interface and ticket placing Hi all, Some issue in OTRS I have configured OTRS and it seems to work fine however two options I cant find I am sure these are small things but I wish some one can help me with it 1 when ever a ticket comes in to otrs the latest ticket is displayed at the bottom of the page is there a way so that any ticket which comes in is displayed at the top of the page 2 In customer.pl once logged in is there a way to modify search parameters with specified queue 3 There is this issue in customer ticket view that all the correspondence comes in tree view and not listed down so I can view all the history of ticket in one Like this is what I getwhat is required is to modify this so I can view them all in one go Zoom Ticket#: 200709101096 Age: 2 hours 51 minutes 4 Print Created: 09/10/2007 11:13:43 5 |--customer (webrequest) 09/10/2007 11:13:43 |--system (email-external) 09/10/2007 11:13:43 |--customer (webrequest) 09/10/2007 11:15:04 |--system (email-external) 09/10/2007 11:15:04 |--system (email-notification-ext) 09/10/2007 11:15:05 |--agent (note-external) 09/10/2007 11:16:58 |--agent (note-external) 09/10/2007 11:18:49 |--customer (email-external) 09/10/2007 11:36:02 |--system (email-external) 09/10/2007 11:36:02 |--customer (webrequest) 09/10/2007 11:38:44 |--system (email-external) 09/10/2007 11:38:44 6 Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: [EMAIL PROTECTED] www.pixsense.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 Support or consulting for your OTRS system? = http://www.otrs.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 Support or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Need help with customer interface and ticket placing
Already tried on my side, didn't succeed :) It seems this parameter is simply not present. Laurent Le lundi 10 septembre 2007 à 15:56 +0200, Gabriele D'Andrea a écrit : hmm... I didn't noticed he was referring to Customer view. Unfortunately, there's not a corrsponding setting in sysconfig for customer view...maybe enabling it on the agent side, will modify customer view too (I don't think so, but it'll worth a try) Gabriele - Original Message - From: Laurent Minost To: User questions and discussions about OTRS.org Sent: Monday, September 10, 2007 2:47 PM Subject: Re: [otrs] Need help with customer interface and ticket placing Hi, I think this setting affects only Agent's view and not Customer's view. Laurent Le lundi 10 septembre 2007 à 12:28 +0200, Gabriele D'Andrea a écrit : 3 There is this issue in customer ticket view that all the correspondence comes in tree view and not listed down so I can view all the history of ticket in one Like this is what I getwhat is required is to modify this so I can view them all in one go In the admin area, go to SysConfig - Ticket - Frontend::Agent::Ticket::ViewZoom Change the follwing value to YES Ticket::Frontend::ZoomExpand: Show all articles to a ticket in the ZoomView without selecting which article to show? Regards Gabriele - Original Message - From: Mujtaba Karim To: otrs@otrs.org Sent: Monday, September 10, 2007 11:07 AM Subject: [otrs] Need help with customer interface and ticket placing Hi all, Some issue in OTRS I have configured OTRS and it seems to work fine however two options I cant find I am sure these are small things but I wish some one can help me with it 1 when ever a ticket comes in to otrs the latest ticket is displayed at the bottom of the page is there a way so that any ticket which comes in is displayed at the top of the page 2 In customer.pl once logged in is there a way to modify search parameters with specified queue 3 There is this issue in customer ticket view that all the correspondence comes in tree view and not listed down so I can view all the history of ticket in one Like this is what I getwhat is required is to modify this so I can view them all in one go Zoom Ticket#: 200709101096 Age: 2 hours 51 minutes 4 Print Created: 09/10/2007 11:13:43 5 |--customer (webrequest) 09/10/2007 11:13:43 |--system (email-external) 09/10/2007 11:13:43 |--customer (webrequest) 09/10/2007 11:15:04 |--system (email-external) 09/10/2007 11:15:04 |--system (email-notification-ext) 09/10/2007 11:15:05 |--agent (note-external) 09/10/2007 11:16:58 |--agent (note-external) 09/10/2007 11:18:49 |--customer (email-external) 09/10/2007 11:36:02 |--system (email-external) 09/10/2007 11:36:02 |--customer (webrequest) 09/10/2007 11:38:44
Re: [otrs] customer database
Hi Andrew,
OTRS main config file is Config.pm, depending of your installation this
file may be located in /etc/otrs/Kernel or /opt/otrs/Kernel ...
You also have another file named Defaults.pm that contains a lot of
default configuration parameters, this will be your starting point to
configure customer database (internal or external).
Search parameter beginning with :
# (customer user database backend and settings)
$Self-{CustomerUser} = {
...
}
and copy/paste the entire block to Config.pm, then configure it
You will find needed informations on the OTRS documentation :
http://doc.otrs.org/2.2/en/html/x1572.html
Best regards,
Laurent MINOST
Le mardi 04 septembre 2007 à 17:38 +0200, Andrew Meyer a écrit :
I am trying to put together the customer database. I am unsure where
to put the database config, which file? The Config.pm
in /etc/otrs/Kernel/Config dir?
Andrew Meyer
Unix Systems Analyst
Precision Practice Management
1300 Hampton Ave., Ste 200
314-787-0681 x39
314-565-0868
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Re: [otrs] customer database (Andrew Meyer)
Hi Andrew,
I see no $Self-{CustomerUser} = { } parameter on your Config.pm file on
the first URL you provided.
BR,
Laurent
Le mercredi 05 septembre 2007 à 15:31 +0200, Andrew Meyer a écrit :
I am using this on Debian Etch, and the package that was installed already
has all this in the config file. I can upload them here. I just want to
make sure nothing has gone wrong. I have changed the name of the company and
the company email.
This is the /etc/otrs/Kernel/Config.pm
http://pastebin.ca/682276
This is the /usr/share/otrs/Kernel/Config/Defaults.pm
http://pastebin.ca/682284
Andrew Meyer
Unix Systems Analyst
Precision Practice Management
1300 Hampton Ave., Ste 200
314-787-0681 x39
314-565-0868
-Original Message-
Message: 5
Date: Wed, 05 Sep 2007 11:22:56 +0200
From: Laurent Minost [EMAIL PROTECTED]
Subject: Re: [otrs] customer database
To: User questions and discussions about OTRS.org otrs@otrs.org
Message-ID: [EMAIL PROTECTED]
Content-Type: text/plain; charset=iso-8859-15
Hi Andrew,
OTRS main config file is Config.pm, depending of your installation this
file may be located in /etc/otrs/Kernel or /opt/otrs/Kernel ...
You also have another file named Defaults.pm that contains a lot of
default configuration parameters, this will be your starting point to
configure customer database (internal or external).
Search parameter beginning with :
# (customer user database backend and settings)
$Self-{CustomerUser} = {
...
}
and copy/paste the entire block to Config.pm, then configure it
You will find needed informations on the OTRS documentation :
http://doc.otrs.org/2.2/en/html/x1572.html
Best regards,
Laurent MINOST
Le mardi 04 septembre 2007 à 17:38 +0200, Andrew Meyer a écrit :
I am trying to put together the customer database. I am unsure where
to put the database config, which file? The Config.pm
in /etc/otrs/Kernel/Config dir?
Andrew Meyer
Unix Systems Analyst
Precision Practice Management
1300 Hampton Ave., Ste 200
314-787-0681 x39
314-565-0868
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Re: [otrs] Ticket age - increase only during working hours
Sorry, I was first thinking you were talking about escalation :o/ For TicketAge, its name describe it well so I think the default OTRS behaviour is the good one. BR, Laurent Minost Le vendredi 31 août 2007 à 09:19 +0200, Laurent Minost a écrit : Hi Matas, I was thinking it was the default behaviour if you selected a Calendar with specified hours on your queue settings ? Did you check on the doc or try this please ? Best regards, Laurent Minost Le vendredi 31 août 2007 à 10:04 +0300, Matas Labasauskas a écrit : Hello, by default Ticket Age is increasing from creation moment. Would by nice to know, is it possible to get Ticket Age increasing only during set (9:00 - 18:00) working hours? thank you in advance, -- Matas ___ 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 Support or consulting for your OTRS system? = http://www.otrs.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 Support or consulting for your OTRS system? = http://www.otrs.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 Support or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] OTRS is slow
Hi, You can use a Generic Agent and select Delete Ticket = Yes at the bottom of your Generic Agent task to delete old tickets from your OTRS. I don't really know if it will improve a lot your general OTRS speed, it depends mainly on how SQL statements are builds in source code ... I advise you to make a global mysqldump if you use MySQL before playing with Generic Agent and deleting tickets, then delete and test. If you see there is no real effect, you can go back with your mysql dump and input back it on your OTRS installation. You have in Documentation some tips to improve a bit OTRS speed : http://doc.otrs.org/2.2/en/html/c2449.html . Personnaly I'm skeptic about talking of speed under OTRS, this discussion is always coming back :o) I have always think this software is a good one for all features it offers but it is also *too* slow for my opinion, there is probably a lot of things to improve for speed in the way it's coded I think. DB backend were never the problem in all my cases and always though that Perl is the culpit. PHP/MySQL seems to me solutions easily faster than Perl one for Web applications... Best regards, Laurent Minost Le vendredi 31 août 2007 à 16:57 +0530, pri pri a écrit : hi all i have loads of e-mails in my system and my system has become really slow. i am running OTRS on windows server 2003. i would like to know how i can clear the database by deleting all the closed tickets. i want to know if this will help increase the system speed? thank you _ Post ads for free - to sell, rent or even buy.www.yello.in http://ss1.richmedia.in/recurl.asp?pid=186 ___ 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 Support or consulting for your OTRS system? = http://www.otrs.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 Support or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] OTRS is slow
Hi Nils, It would be too much work to rewrite it to PHP. But that's only an observation from myself, all tests I did to see where was the problem of this regular slow impression in OTRS leads me to the code, after eliminating Web Server performance/tuning, DB backend ... OK Perl itself (as a language) is not the culpit but maybe the way it is coded here can be improved ? Or maybe is it mod_perl ? I tried a few weeks ago to rewrite some simple parts of the code (the overview listing of CustomerUsers trough Admin Panel (AdminCustomerUser.pm)) in PHP and with the same server/db backend, i was having some response time far better (almost 2x faster) ... OK, I didn't re-coded all parts of OTRS internal systems functions but only a little part of the code and it shows me that there is some things to improve about performance ... I don't know enough Perl to discuss about pass by reference / pass by value but it can be a good thing on which it may be needed to take some time :) BR, Laurent Minost Le vendredi 31 août 2007 à 14:31 +0200, Nils Breunese (Lemonbit) a écrit : Laurent Minost wrote: DB backend were never the problem in all my cases and always though that Perl is the culpit. PHP/MySQL seems to me solutions easily faster than Perl one for Web applications... I really doubt that the language is the problem. Perl is a very mature and fast language (especially for text processing). It's possible to write slow code in any language. Someone on this list recently noticed that OTRS uses pass by value rather than pass by reference. This involves copying a lot of memory around and is slower in any language. I haven't checked whether it is true, but if it is then I guess a lot of performance could be gained from changing that for instance. I doubt a complete rewrite in PHP is going to be the answer. Nils Breunese. ___ 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 Support or consulting for your OTRS system? = http://www.otrs.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 Support or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] changing default Next State in Customer interface
Hi Keith,
Looking at the code after seeing your question and it seems there is
something wrong with Default State :
- From CustomerTicketZoom.pm, we can see that it refers to a Config
parameter to choose which state will be defaultly selected :
$StateSelected{Selected} = $Self-{Config}-{StateDefault},
So I search through SysConfig and found :
Ticket::Frontend::CustomerTicketZoom###StateDefault:
Next state for ticket after customer followup.
I have it already set to open but when I go to Customer Frontend on
CustomerTicketZoom : the default selected state is 'closed successful'.
Maybe a bug there ? Can anyone also confirm this behaviour please ?
Thanks. Best regards.
Laurent Minost
Le mercredi 29 août 2007 à 13:30 -0600, Keith G Holub a écrit :
hello,
does anyone know how to chan ge the default Next State ing the customer
interface from closed Successful to 'open
thanks,
Keith
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Re: [otrs] Force state for new tickets
Hi,
DId you try to limit available states on :
Ticket::Frontend::AgentTicketEmail###StateType:
Next possible states after an email ticket.
Ticket::Frontend::AgentTicketPhone###StateType:
Next possible states after a new phone ticket.
Best regards,
Laurent Minost
Le jeudi 30 août 2007 à 11:22 +0200, Dummy cerberus a écrit :
Hello,
I want to force new tickets (phone and e-mail) to have open state
when created... I have tried with the following at Config.pm:
$Self-{'Ticket::PhoneDefaultNextStateType'}=['open'];
$Self-{'Ticket::EmailDefaultNextStateType'}=['open'];
Then I restart httpd, but when an agent creates a new phone ticket or
an e-mail one, the list allows him to assign many other states: open,
closed, pending, and so on...
What am I doing wrong?
Thanks and best regards
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Re: [otrs] limit the size of attachment file
Hi, Maybe this parameter can be useful to you under SysConfig / Core::Postmaster : PostMasterPOP3MaxEmailSize: Maximal size in KBytes for mails that can be fetched via pop3 (KBytes). Only if OTRS fetches mails from a POP3 account. You can also limit mail size directly on your MTA. You also have this parameter under SysConfig / Core::Web ( may be useful on your case ) : WebMaxFileUpload: Maximal size for file uploads via the browser (in Bytes). Best regards, Laurent MINOST Le jeudi 30 août 2007 à 16:23 +0700, Muhammad Toha Supriyadi a écrit : Dear all, Where do I can find the configuration to set the limit of the size of attachment file? Thank you -toha- ___ 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 Support or consulting for your OTRS system? = http://www.otrs.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 Support or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] otrs: initial configuration
Hi Tim, Are you using an external backend DB for CustomerUser and CustomerCompanies please ? If so, can you tell me which OTRS version are you using and confirm me this bug occurs by your side too please ? http://bugs.otrs.org/show_bug.cgi?id=2239 Thanks by advance. Best regards. Laurent Minost Le jeudi 23 août 2007 à 17:14 +0100, Tim Streater a écrit : Hi, Interestingly, the same bug and same fix occur if you try to use a different backend db for Customer Companies, too. tim At 16:19 23/08/2007, Laurent Minost wrote: Hi, This bug seems already fixed by OTRS Dev Team : http://cvs.otrs.org/viewvc.cgi/otrs/CHANGES?revision=1.454view=markuphttp://cvs.otrs.org/viewvc.cgi/otrs/CHANGES?revision=1.454view=markup - (2007/08/10) Fixed bug# 2156 - External customer database is not working, if it's configured the following error message appears (Got no MainObject in Kernel/System/DB.pm line 85). BR, Laurent Le jeudi 23 août 2007 à 16:29 +0200, Rico Barth a écrit : Hi Tim! On Thu, 23 Aug 2007, Tim Streater wrote: Thanks - that fixed the software error (BTW, to me this looks like a bug - should I report this via bugzilla?). Yes, it's a bug. I didn't find time to look for an existing bug on bugs.otrs.org. If you may do that it was great job. This issue was discussed on mailinglist a few weeks ago. Thanks and regards Rico -- Dipl.-Math. Rico Barth, Geschäftsführer/Projektleiter c.a.p.e. IT GmbH Annaberger Straße 240 , 09125 Chemnitz phone/fax: +49 371 5347-621 / -625 mobile:+49 176 66680786 mailto:mailto:[EMAIL PROTECTED][EMAIL PROTECTED] , PGP-Key: 0x874C8377 internet: http://www.cape-it.dewww.cape-it.de Geschäftsführung Rico Barth, Thomas Maier AG Chemnitz, HRB 23192 ___ OTRS mailing list: otrs - Webpage: http://otrs.org/http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrshttp://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrshttp://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? = http://www.otrs.com/http://www.otrs.com/ -- Tim ___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] otrs: initial configuration
Tim, Sorry but I was not talking about bug http://bugs.otrs.org/show_bug.cgi?id=2156 which is already fixed as cvs CHANGES file mentions it. I'm talking about a new case I found today : http://bugs.otrs.org/show_bug.cgi?id=2239 which is affecting CustomerCompanySupport when using external backend DB. Could you tell me if you also have the same behaviour please ? It will be easy to test if you already have external backend db in place right now. Thanks. BR. Laurent Minost Le jeudi 30 août 2007 à 14:11 +0100, Tim Streater a écrit : Laurent, Sorry - forgot to add - version 2.2.2. tim At 14:03 30/08/2007, Laurent Minost wrote: Hi Tim, Are you using an external backend DB for CustomerUser and CustomerCompanies please ? If so, can you tell me which OTRS version are you using and confirm me this bug occurs by your side too please ? http://bugs.otrs.org/show_bug.cgi?id=2239http://bugs.otrs.org/show_bug.cgi?id=2239 Thanks by advance. Best regards. Laurent Minost Le jeudi 23 août 2007 à 17:14 +0100, Tim Streater a écrit : Hi, Interestingly, the same bug and same fix occur if you try to use a different backend db for Customer Companies, too. tim At 16:19 23/08/2007, Laurent Minost wrote: Hi, This bug seems already fixed by OTRS Dev Team : http://cvs.otrs.org/viewvc.cgi/otrs/CHANGES?revision=1.454view=markuphttp://cvs.otrs.org/viewvc.cgi/otrs/CHANGES?revision=1.454view=markuphttp://cvs.otrs.org/viewvc.cgi/otrs/CHANGES?revision=1.454view=markup - (2007/08/10) Fixed bug# 2156 - External customer database is not working, if it's configured the following error message appears (Got no MainObject in Kernel/System/DB.pm line 85). BR, Laurent Le jeudi 23 août 2007 à 16:29 +0200, Rico Barth a écrit : Hi Tim! On Thu, 23 Aug 2007, Tim Streater wrote: Thanks - that fixed the software error (BTW, to me this looks like a bug - should I report this via bugzilla?). Yes, it's a bug. I didn't find time to look for an existing bug on bugs.otrs.org. If you may do that it was great job. This issue was discussed on mailinglist a few weeks ago. Thanks and regards Rico -- Dipl.-Math. Rico Barth, Geschäftsführer/Projektleiter c.a.p.e. IT GmbH Annaberger Straße 240 , 09125 Chemnitz phone/fax: +49 371 5347-621 / -625 mobile:+49 176 66680786 mailto:mailto:[EMAIL PROTECTED]mailto:[EMAIL PROTECTED]mailto:[EMAIL PROTECTED][EMAIL PROTECTED] , PGP-Key: 0x874C8377 internet: http://www.cape-it.dehttp://www.cape-it.dewww.cape-it.de Geschäftsführung Rico Barth, Thomas Maier AG Chemnitz, HRB 23192 ___ OTRS mailing list: otrs - Webpage: http://otrs.org/http://otrs.org/http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrshttp://lists.otrs.org/pipermail/otrshttp://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrshttp://lists.otrs.org/cgi-bin/listinfo/otrshttp://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? = http://www.otrs.com/http://www.otrs.com/http://www.otrs.com/ -- Tim -- Tim ___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] changing default Next State in Customer interface
Hi Keith,
Thanks for your reply, so it seems we are facing another bug and it
doesn't seem to be in OTRS Bugzilla for the moment :o(
This is the third one I fill on bugs.otrs.org in 4 days :(
Tried to look at the code for this one but didn't succeed to find a
solution/way to patch/fix the code :( I will fill the bug on OTRS.
Thanks again for your reply.
Best regards,
Laurent MINOST
Le jeudi 30 août 2007 à 07:29 -0600, Keith G Holub a écrit :
Laurent,
Thanks for replying.
Yes I can confirm this behavior. If I create a test ticket in the
customer interface, and then zoom on that ticket, the Next State default
is Closed Successfull
looking at my sysconfig,
Ticket::Frontend::CustomerTicketZoom###StateDefault: is set to open
Regards,
Keith
Laurent Minost wrote:
Hi Keith,
Looking at the code after seeing your question and it seems there is
something wrong with Default State :
- From CustomerTicketZoom.pm, we can see that it refers to a Config
parameter to choose which state will be defaultly selected :
$StateSelected{Selected} = $Self-{Config}-{StateDefault},
So I search through SysConfig and found :
Ticket::Frontend::CustomerTicketZoom###StateDefault:
Next state for ticket after customer followup.
I have it already set to open but when I go to Customer Frontend on
CustomerTicketZoom : the default selected state is 'closed successful'.
Maybe a bug there ? Can anyone also confirm this behaviour please ?
Thanks. Best regards.
Laurent Minost
Le mercredi 29 août 2007 à 13:30 -0600, Keith G Holub a écrit :
hello,
does anyone know how to chan ge the default Next State ing the customer
interface from closed Successful to 'open
thanks,
Keith
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Re: [otrs] changing default Next State in Customer interface
Hi Nils,
But then what is the purpose of this parameter please ?
$Self-{'Ticket::Frontend::CustomerTicketZoom'}-{'StateDefault'}
The code in CustomerTicketZoom.pm refers to :
$StateSelected{Selected} = $Self-{Config}-{StateDefault},
so it seems the good one.
This one is for New tickets only :
# CustomerDefaultState
# (default state of new customer tickets)
$Self-{CustomerDefaultState} = 'new';
but for followup default state selected, what is the good one then ?
# PostmasterFollowUpState
# (The state if a ticket got a follow up.) [default: open]
$Self-{PostmasterFollowUpState} = 'open';
This one is also obscur ... Default = open, so it can't be the one we're
searching for :(
If anyone have an idea, I will be glad because it seems a little bit
unclear to me now ...
BR,
Laurent Minost
Le jeudi 30 août 2007 à 15:40 +0200, Nils Breunese (Lemonbit) a écrit :
Keith G Holub wrote:
Yes I can confirm this behavior. If I create a test ticket in the
customer interface, and then zoom on that ticket, the Next State
default
is Closed Successfull
looking at my sysconfig,
Ticket::Frontend::CustomerTicketZoom###StateDefault: is set to open
There are a lot different defaults and I believe you are mixing up
some. I believe that for instance the StateDefault is the default
state for new tickets, not the default *next* state. The next state
default is used for notes and other things that are added after the
creation of the ticket. See the docs: http://doc.otrs.org/2.2/en/
html/c1735.html
Nils Breunese.
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Re: [otrs] MySQL Databases...
Hi, Hard to say, it depends on your OTRS version I think and also additional packages installed. It seems that with OTRS v2.2.2, 59 tables by default. BR, Laurent Minost Le jeudi 30 août 2007 à 07:33 -0700, Jeff Shepherd a écrit : Hello, I was wondering how many tables OTRS v2.2.2 should have for the MySQL database. I'm having a few MySQL problems and I just want to make sure that I'm not missing any tables. Thanks! -Jeff ___ 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 Support or consulting for your OTRS system? = http://www.otrs.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 Support or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] changing default Next State in Customer interface
Yes, I looked at it (portion of what I wrote was copy/paste from the URL
you gave).
But, I have to say that some parameters are obscured ...
Laurent Minost
Le jeudi 30 août 2007 à 16:41 +0200, Nils Breunese (Lemonbit) a écrit :
Laurent Minost wrote:
But then what is the purpose of this parameter please ?
$Self-{'Ticket::Frontend::CustomerTicketZoom'}-
{'StateDefault'}
The code in CustomerTicketZoom.pm refers to :
$StateSelected{Selected} = $Self-{Config}-{StateDefault},
so it seems the good one.
I have no idea.
This one is for New tickets only :
# CustomerDefaultState
# (default state of new customer tickets)
$Self-{CustomerDefaultState} = 'new';
but for followup default state selected, what is the good one then ?
I don't know, we just use the default behavior of OTRS, which is
working just fine for us. Have you looked at the list on http://
doc.otrs.org/2.2/en/html/c1735.html?
Nils Breunese.
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Re: [otrs] MySQL Databases...
Jeff, As I mentioned in my last email, 59 tables *by default*, so just after a fresh installation of OTRS v2.2.2 without any packages. My current pre-production OTRS is using 79 tables and some add-on packages are installed : Survey / FAQ / Webmail ...) : mysql show tables; +--+ | Tables_in_otrs | +--+ | RENAMED_customer_company | | RENAMED_customer_user| | article | | article_attachment | | article_flag | | article_plain| | article_sender_type | | article_type | | auto_response| | auto_response_type | | bench_test | | calendar_event | | calendar_event_involved | | customer_preferences | | faq_attachment | | faq_category | | faq_category_group | | faq_history | | faq_item | | faq_language | | faq_state| | faq_state_type | | faq_voting | | follow_up_possible | | generic_agent_jobs | | group_customer_user | | group_role | | group_user | | groups | | notifications| | object_link | | package_repository | | personal_queues | | pop3_account | | postmaster_filter| | process_id | | queue| | queue_auto_response | | queue_standard_response | | role_user| | roles| | salutation | | search_profile | | service | | service_customer_user| | sessions | | signature| | sla | | standard_attachment | | standard_response| | standard_response_attachment | | survey | | survey_answer| | survey_question | | survey_request | | survey_vote | | system_address | | system_user | | theme| | ticket | | ticket_history | | ticket_history_type | | ticket_index | | ticket_lock_index| | ticket_lock_type | | ticket_loop_protection | | ticket_priority | | ticket_state | | ticket_state_type| | ticket_type | | ticket_watcher | | time_accounting | | user_preferences | | valid| | web_upload_cache | | webwatcher_job | | webwatcher_job_archive | | webwatcher_job_schedule | | xml_storage | +--+ 79 rows in set (0.01 sec) BR, Laurent Minost Le jeudi 30 août 2007 à 08:20 -0700, Jeff Shepherd a écrit : Hi Laurent, 59 tables? Are you sure? I'm showing 77 in my database. Are there ones created depending on features/setup options? Such as the additional items you can install? -Jeff Laurent Minost wrote: Hi, Hard to say, it depends on your OTRS version I think and also additional packages installed. It seems that with OTRS v2.2.2, 59 tables by default. BR, Laurent Minost Le jeudi 30 août 2007 à 07:33 -0700, Jeff Shepherd a écrit : Hello, I was wondering how many tables OTRS v2.2.2 should have for the MySQL database. I'm having a few MySQL problems and I just want to make sure that I'm not missing any tables. Thanks! -Jeff ___ 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 Support or consulting for your OTRS system? = http://www.otrs.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 Support or consulting for your OTRS system? = http://www.otrs.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 Support or consulting for your OTRS system? = http://www.otrs.com/ ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe
Re: [otrs] SMTP in OTRS 2.2
Hi Mark, You will find these configuration items under Admin / SysConfig / Framework - Core::Sendmail Best regards, Laurent MINOST Le mercredi 29 août 2007 à 09:18 +0200, [EMAIL PROTECTED] a écrit : Hi all, I have setup OTRS on our network. We have an SMTP server here and I would like to get the email feature of OTRS working here. But I only see a POP3 tab. Can you use OYRS with an SMTP sevrer? Your response will be greatly appreciated. Thanks in advance! Regards, Mark du Plessis IT Support Engineer South Africa | Office: +2711 801 5000 | Fax: +2786 695 7458 | Mobile: +2772 771 3019 | Email: [EMAIL PROTECTED] Disclaimer Notice This message contains privileged and confidential information intended only for the person or entity to which it is addressed. Any review, retransmission, dissemination, copy or other use of, or taking of any action in reliance upon this information by persons or entities other than the intended recipient, is prohibited. If you received this message in error, please notify the sender immediately by e-mail, facsimile or telephone and thereafter delete the material from any computer. Any views expressed in this message are those of the individual sender, except where the sender specifically states them to be the view of the entity transmitting the message. ___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/ image/gif___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/
[otrs] Multiple CustomerIDs drop down menus patch
Hi everyone, For those of you who are using CustomerCompanySupport and managing more than two Customer Companies for each Customer User under OTRS, you will find attached to this mail a patch for OTRS 2.2.2 I made to get multiple drop down menus available through the AgentPanel / CustomerUser administration frontend. It allows Agents to manage in a more easily way Customers Companies for a specific Customer User (rather than using CIDa;CIDb;CIDc; in text boxes where Agent were needed to know each CID name). First, I advise OTRS community members to test this patch to check that everything is OK (Perl is not my favourite language). Second, if anyone have some little time, i would be glad to have your replies about improve/changes needed to this patch. Best regards, Laurent Minost OTRS_Multiple_CustomersIDs_drop_down_patch.tar.gz Description: application/compressed-tar ___ 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 Support or consulting for your OTRS system? = http://www.otrs.com/
