Re: [otrs] appending to existing ticket
Maybe the followup possible option for the queue? Richard ___ 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
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[otrs] Statistics on ticket history
Hello, I have a simple report to see how many tickets are closed per agent per period. What I really want is stats to see how many e-mails are sent per agent per period. The data I like to run the stats on is the ticket history. Here I want to check the amount of SendAnswer actions performed per agent. As far as I can see, the stats module is only for tickets. not the ticket history. Is there anything possible with stats on ticket history? Thanks in advance! Richard ___ 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] Agent statistics
I'm having trouble with the statistics module. My supervisor would like a daily report showing each agent and how many tickets he/she has closed. The supervisor would also like to be able to specify longer periods of time for the report, like a month or three months. Maybe this can help: http://faq.otrs.org/otrs/public.pl?Action=PublicFAQCategoryID=25ItemID=246 Richard ___ 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
I am also receiving the same messages multiple times. same here! Richard ___ 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
Some times I receive messages from way back. On 1st of February I received a message from myself (Re: [otrs] OTRS support for virtual sites) which I've sent on on 16th of January. This happened a couple of times with multiple messages. Richard LQ Marshall wrote: Are you guys receiving all messages multiple times? Or just some? ___ 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 support for virtual sites
I think is would be possible. You would need to change some OTRS code though. You could have per site an index.pl which loads OTRS from a shared location. You would have to create a way to tell OTRS where to find the config for this specific install. Same thing must be done for customer.pl and faq.pl etc and for every script you may want to run (pop3 fetching, pending jobs, etc). If you can code perl, I think it will be possible to achieve this. Wouldn't know if my theory works in practice, so no guarantees! ;) Regards, RIchard ___ 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: 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: 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 support for virtual sites
I think is would be possible. You would need to change some OTRS code though. You could have per site an index.pl which loads OTRS from a shared location. You would have to create a way to tell OTRS where to find the config for this specific install. Same thing must be done for customer.pl and faq.pl etc and for every script you may want to run (pop3 fetching, pending jobs, etc). If you can code perl, I think it will be possible to achieve this. Wouldn't know if my theory works in practice, so no guarantees! ;) Regards, RIchard ___ 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: 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 support for virtual sites
I think is would be possible. You would need to change some OTRS code though. You could have per site an index.pl which loads OTRS from a shared location. You would have to create a way to tell OTRS where to find the config for this specific install. Same thing must be done for customer.pl and faq.pl etc and for every script you may want to run (pop3 fetching, pending jobs, etc). If you can code perl, I think it will be possible to achieve this. Wouldn't know if my theory works in practice, so no guarantees! ;) Regards, RIchard ___ 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 support for virtual sites
I think is would be possible. You would need to change some OTRS code though. You could have per site an index.pl which loads OTRS from a shared location. You would have to create a way to tell OTRS where to find the config for this specific install. Same thing must be done for customer.pl and faq.pl etc and for every script you may want to run (pop3 fetching, pending jobs, etc). If you can code perl, I think it will be possible to achieve this. Wouldn't know if my theory works in practice, so no guarantees! ;) Regards, RIchard ___ 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 support for virtual sites
I think is would be possible. You would need to change some OTRS code though. You could have per site an index.pl which loads OTRS from a shared location. You would have to create a way to tell OTRS where to find the config for this specific install. Same thing must be done for customer.pl and faq.pl etc and for every script you may want to run (pop3 fetching, pending jobs, etc). If you can code perl, I think it will be possible to achieve this. Wouldn't know if my theory works in practice, so no guarantees! ;) Regards, RIchard ___ 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: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Bulk Mail Pop-up
In your config put:
$Self-{'Ticket::Frontend::BulkFeatureJavaScriptAlert'} = 0;
And the alerts will not be shown anymore.
Richard
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Re: [otrs] unsubscribe
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs See the signature of every mail. Richard ___ 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] Practical Examples... Locking?
This concept of locking tickets seems very foreign and counter-intuitive to me. It's quite simple. See it as a pile of papers which need to be processed by multiple people. When you process one piece of paper you take it from the pile to your desk (lock it) and process it, maybe put some notes to it etc. When you're done, you put it back on the pile (unlock it). When you know the customer will call YOU back this afternoon, you keep it on your desk (keep it locked), this way you are sure none of your colleagues will do something with this piece of paper during that time. The mechanism is very simple but powerful and one of the strong points of a system like OTRS. Richard ___ 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] Practical Examples... Locking?
Smells like you're arrogant? Please be polite to people responding to your questions... I've worked in plenty of complex multi-user support request systems - I'm having trouble drawing parallels from them to OTRS though. You are not the first one to ask this question and most of the time it's a small helpdesk where locking is too much hassle with not much profit because of the small helpdesk. So what do I do when someone in my department has a ticket locked, is out to lunch, and a user calls with more info or requests an update? I should be able to grab that ticket and run with the ball. Period. You can see the ticket including the history. You could add a note to the locked ticket. If you have the permissions, you may break the lock and convert to your own lock. It all depends on the configuration. We have one install were tickets are only locked when an e-mail is being written. After sending it will auto close (and unlock). This is because there are lots of people on this helpdesk and lot's of parttimers and this way they prevent agents working on the same ticket at the same time, but don't lock tickets for a long time. Richard ___ 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] Installing on a shared hosted server
Same here... Jo Rhett wrote: Just FYI we're using OTRS on three separate virtual shared servers no problem. No modifications to the code at all to handle it, just out of the box installation. You don't need to modify the apache configuration (that I can see anyway) and you certainly don't need mod_perl. (and if you have high enough load to need mod_perl then you're going to want a dedicated system anyway) ___ 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] Installing on a shared hosted server
Not possible. Is possible. When the server has all perl modules, you can upload OTRS and with the correct config it will run. The only thing you probably need is a way to install cronjobs (POP3 fetching, pendingjobs). When you have a web interface for that, you should be ok. Richard ___ 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 Notification Master Q? - pop3?
In Config.pm:
$Self-{'NotificationSenderName'} = 'name';
$Self-{'NotificationSenderEmail'} = '[EMAIL PROTECTED]';
Richard
B Z wrote:
Is there a way to to change the email address that OTRS uses to notify
when tickets are submitted? Preferably to use a pop3 mail address and
settings?
for example, when a new ticket arrives, I am notified (it appears) by
[EMAIL PROTECTED] but I would like to be notified by [EMAIL PROTECTED]
I hope my question makes sense within the context and functionality of
OTRS and I appreciate your help!
Thank you!
Brian Zitzow
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Re: [otrs] Remove lock option from tickets
Unless you don't care about metrics but instead convenience of answering the customer. OTRS makes everything inconvenient, as far as I can tell. Why use OTRS then? Richard ___ 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] Remove lock option from tickets
Disabling locks is not the way to go imho. Locks are great for
preventing double answers etc (2 people handling the same ticket at the
same time and giving different answers to the customer for example :S).
What you problably want is an auto unlock after an answer. What you can
do is setting the default state after answering a ticket to closed
succesful, in config:
$Self-{'Ticket::DefaultNextComposeType'} = 'closed successful';
This way a ticket is closed by default after answering. When a new reply
comes from the customer, it will show in the main queue again, without a
lock. This way you can share all tickets with all people and only lock
the ticket when you are handling the ticket (and this way prevent double
handling of same ticket).
Richard
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Re: [otrs] Port Binding
Hmm that's weird. We run multiple OTRS installs on a shared webhost without a problem. OTRS is a web application which runs when requested, not a daemon running all the time. It definitely doesn't bind to a port. I think your hosting provider needs to check again. Richard Simon Bierbaum wrote: Hello all, I have OTRS 2.2.1 installed on a shared webhost. The provider now claims that bin/cgi-bin/index.pl binds to a port and goes on about how I'm not supposed to run any server software like IRC, game servers or daemons. Does anyone know why OTRS would bind to any port, and how I can disable it? My understanding is that OTRS would not need to bind to any port to listen for connections... ___ 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] one more thing
I don't think so, I can't think of any reason why you would want that? Richard Mujtaba Karim wrote: Hi I guess I am flooding in with questions please bear me Is there a way to completely disable the lock functionality? I want Tickets to be always unlocked... ___ 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] RE: otrs Digest, Vol 51, Issue 44
I have OTRS installed.I have different queues set up however when I close the ticket It is locked and if I unlock it it goes to open state Can I eliminate the lock option in OTRS completely? When you close a ticket, it will be unlocked and will not show in queues. Secondly what I require is That when I close the ticket a response is sent to customer telling him that his ticket is closed but with that response I can also add the reason and details as to why I am closing the ticket Can this be done ? You can sent an e-mail to the customer and set next state of the ticket to closed succesfull and you've got what you want. Richard ___ 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
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/
Re: [otrs] Request/Idea: Archive mail in OTRS from Thunderbird / Other pluggable mail client
Thanks. I found that Thunderbird has a extension that do this: http://mailredirect.mozdev.org/ Create extension, just what I needed! Thanks! Richard ___ 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] removing tickets from the database
In admin with GenericAgent (http://doc.otrs.org/2.2/en/html/x1149.html) Richard pri pri wrote: hi i am running OTRS on windows small business server 2003. i would like to know how i can remove the closed tickets from the database. 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/
Re: [otrs] How to use MS Exchange server for POP3 mailbox
Hi Rene, What is the difference between the default PostMasterPOP3 and this package? What are it's advantages? Is it going to be in included in the a future OTRS version by default? Regards, Richard ___ 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] Remove completely a ticket
In the admin area, look at the GenericAgent module, see the docs here: http://doc.otrs.org/2.1/en/html/x1095.html Regards, Richard [EMAIL PROTECTED] wrote: Hi, I've been playing around with my OTRS system and now I would like to pass to production state and I need to remove completely some dumy tickets. Is it possible? I haven't seen any feature of this kind but may be I'm wrong, I'm thinking about remove them directly from the database. Any help? Thanks, Rafael. ___ 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] PostMaster POP3 Account problem / PID already running
PostMasterPOP3 can crash because of memory limit or other limitations. The PID may still be active, but the process not. I think the PID is stored in the DB or filesystem, so rebooting won't be of much use prolly. I made a simple kill script which removes the PID so you can start over. Make sure the process is really gone, otherwise you may get some very wierd results when 2 POP3 processes run at the same time! The attached script should be in de bin dir. Note that the PostMasterPOP3 script will auto remove a PID after an hour, this script just does that on demand. Regards, Richard Nathan Campbell wrote: I know of TCPView from SysInternals. I had rebooted the server several times and manually stopped and started the OTRS process. No avail. kill.pl Description: Perl program ___ 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] Question OTRS Display
with the style Simple its ok but with Standart alle entrys are doubel. It's Standard and the problem is the URL for the images is wrong and therefor the ALT text is shown, which is de the same as the name under the image. Kind regards, Richard ___ 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] signatures in responses
In Config.pm:
$Self-{'Ticket::Frontend::ResponseFormat'} = '$QData{Salutation}
$QData{StdResponse}
$QData{Signature}
$QData{OrigFrom} $Text{wrote}:
$QData{Body}
';
You can alter the order ofcourse.
Regards,
Richard
Marie Leclercq wrote:
Hello,
When I answer to an user, the signature comes after the user response.
Is it possible to put the signature before the user response ?
Thanks
Marie
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Re: [otrs] Email too big
In Config.pm put:
$Self-{'PostMasterPOP3MaxEmailSize'} = 1024 * 6;
You can set this to other values. I had some serious problems with big
emails and reported a bug (http://bugs.otrs.org/show_bug.cgi?id=1077)
and it has been partially fixed and I reopened and they closed it saying
it wasn't a bug. So please TEST before setting the value to something big!
Richard
Graham Leggett wrote:
Hi all,
I am suddenly getting errors as follows:
Email to big (6744 KB - max 6144 KB)!
I can't find where this figure 6144KB is configured, it's not
configurable in the POP config.
Does anyone know where I can change this figure?
I am using OTRS v2.0.
Regards,
Graham
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Re: [otrs] Remove Ticket# field when replying to certain tickets
You need the ticket ID for matching replies to the ticket (without a ticket number it wil create a new ticket). You could always use a non-standard ticket hook (default is Ticket#), you could change that to something else. See Kernel/Config/Ticket/Ticket.pm for the config correct setting. Richard Danie wrote: Hi , Is it possible to remove the Re:Ticket# when replying from only certain tickets , the reason is , we have another company who uses a call logging system as well , which in turn adds its own Call nr , now it seems OTRS is interfering with the subject line (which needs to be kept intact for some reason). I know it is impossible to not assign a ticket to an incoming email , I also looked at Filtering rules , but there is no indication of this being possible. Has anyone come across such an unique problem/solution? ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Note types in OTRS
You need to enable changing status when adding a note:
In Config.pm:
# can set status when adding note:
$Self-{'Ticket::Frontend::NoteSetState'} = 1;
$Self-{'Ticket::DefaultNextNoteStateType'} = ['new', 'open', 'closed',
'removed'];
Regards,
Richard
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Re: [otrs] What if the e-mail's size exceed PostMasterPOP3MaxEmailSize: !
I have the problems with this too. See bug 1077 in bugzilla: http://bugs.otrs.org/show_bug.cgi?id=1077 If the mail is larger than the max, it is left on the POP server, you need to get the mail from the server yourself. When you read my bug report you'll notice some more problems with PostMasterPOP3.pl and large attachments. I hope to get a solution from the OTRS people soon. Maybe PostMasterPOP3.pl can be fixed to support large attachment, but I think I'm going for a procmail + PostMaster.pl solution, which does not have this problem. Regards, Richard Her, Andre wrote: Seems that any mail with size larger than*** PostMasterPOP3MaxEmailSize: 2048* is simply LOST.. I have tested with a mail of : bash-2.03$ tail -f /var/log/syslog | grep -v pop Aug 24 10:48:55 dingo sendmail[23490]: [ID 801593 mail.info] k7O8mWW7023490: from=[EMAIL PROTECTED], size=3114554, cnrcpts=1, msgid=[EMAIL PROTECTED], proto=ESMTP, daemon=MTA, relay=mail.xx.com [22.222.222.22] Aug 24 10:48:59 dingo sendmail[23564]: [ID 801593 mail.info] k7O8mWW7023490: to=[EMAIL PROTECTED], delay=00:00:2y=00:00:04, mailer=local, pri=3144757, dsn=2.0.0, stat=Sent So the mail IS delivred But nothing is shown in any queues!?? And there is reaction from OTRS, such as retuning the e-mail with an error? Is there a way to return the mail with error messages? ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Status Change via note
Hi Andy,
Try this in Config.pm:
# can set status when adding note:
$Self-{'Ticket::Frontend::NoteSetState'} = 1;
$Self-{'Ticket::DefaultNextNoteStateType'} = ['new', 'open', 'closed',
'removed'];
First line is to enable state setting when adding a note, second
specifies to which states it can be set.
Regards,
Richard
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Re: [otrs] Feeds mails to OTRS via HTTP(S)
Why don't you use 'the easy way' (according to the docs) which uses PostMasterPOP3.pl? See the docs: http://doc.otrs.org/2.0/en/html/x1244.html#email-receiving-pop3 Well I do use PostMasterPOP3.pl at this moment. Two things I don't like: - Cron running the script every 5 minutes, even if there may be no mail at all. And if there's mail, there is a max 5 minute delay in getting the mails. - Max filesize of attachments. In OTRS 2.0.4 PostMsterPOP3.pl crashes with large attachments, in CVS it just doesn't download messages with attachments larger than 6144Kb. Directly pipe the mail to PostMaster.pl doesn't have this problem. Regards, Richard ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Feeds mails to OTRS via HTTP(S)
- Cron running the script every 5 minutes, even if there may be no mail at all. What's the problem with that? Unneeded CPU usage. And if there's mail, there is a max 5 minute delay in getting the mails. You can change the time between checks in the cronjob. Yes, I can set the cronjob to check every minute, but that's even more CPU usage. Even if I had enough CPU power, I still have the issue with the attachments. Regards, Richard ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
[otrs] Feeds mails to OTRS via HTTP(S)
Hello, In my test environment I have OTRS installed which I feed through a procmail filter which pipes the email to PostMaster.pl (used the .procmailrc.dist from OTRS package for that). In my production environment I have separate servers for email and for OTRS. So I can filter incoming mails with procmail, but I don't have access to the PostMaster.pl script because it's on another server, so I can't pipe to that directly. I don't like the idea of PostMastDaemon.pl, I don't want to run daemons for every OTRS installation. Because the server already runs a webserver for OTRS, I would like to feed the mail to OTRS via HTTP(S). Has anybody tried this before? Can it be done? Regards, Richard ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Can't locate object method png via package GD::Image
Yes, the GD::Image module :) Regards, Richard Dennis Kavadas wrote: hi all i'm getting this error when trying to stat a graph Can't locate object method png via package GD::Image at ../..//Kernel/Modules/SystemStats.pm line 330 Am ii missing a perl module ? ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Can't locate object method png via package GD::Image
I installed all perl module with Debian's package manager (apt) instead of CPAN, never used CPAN really so don't know how to help, sorry. Regards, Richard Dennis Kavadas wrote: don't you wish it were that easy... when i do a perl -MCPAN -e shell i get the below ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] FW: Problem downloading incomming mails
Can't open file: 'process_id.MYI'. (errno: 145), SQL: 'SELECT process_ name, process_id, process_host, process_create FROM process_id WHERE process_name = 'PostMasterPOP3'' That's a MySQL problem, looks like the table process_id is damaged. Try to repair with REPAIR TABLE process_id at the mysql prompt (http://www.mysql.com/doc/en/REPAIR_TABLE.html). See MySQL docs on corrupted tables: http://www.mysql.com/doc/en/Corrupted_MyISAM_tables.html And on repairing tables: http://www.mysql.com/doc/en/Repair.html Regards, Richard ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] Backup
So did you create /backup? (not /opt/otrs/scripts/backup!) Richard Mamakwa M. Sefiri wrote: I am running otrs on SUSE Linux. ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] Queue ID in ticket number or hook?
Hi,
I got it working :)
The queue is determined with Postmaster Filter before creating ticket
number, so it's available at the right time. So I copied the
AutoIncrement generator to be modified. In
Kernel/System/Postmaster/NewTicket.pm I had to pass the QueueID to the
$Self-{TicketObject}-CreateTicketNr() call. This way I have the queue
ID so I can get all queue info en use whatever available data I have to
put in the ticket number.
Thanks for the pointers!
Regards,
Richard
Richard Hinkamp - BeSite wrote:
Hi,
A customer of us does support for multiple customers of his. Every
customer has his own queue with all the settings and e-mail addresses
etc. He wants the ticket number or hook to contain a part of the queue
name. So when someone calls and says I have ticket nr XYZ-0123456, he
knows it's a XYZ customer. Is this possible? Maybe I could write a new
ticket number generator, but I don't know if the queue is known at the
moment of ticket number generation. And what to do when the ticket
changes queue?
My feeling is that it's not a smart thing to try, since a ticket is not
locked to a certain queue and changing ticket numbers when changing
queues seems really awkward to me.
Any thoughts on this?
Regards,
Richard
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Re: AW: Re: [otrs] Queue ID in ticket number or hook?
Sure.
Put NewTicket.pm in Kernel/System/Postmaster/ (changed line 158, added
the QueueID = $QueueID parameter;
Put AutoIncrementQueueComment.pm in Kernel/Ticket/Number. This takes the
comment field of the queue, removes non A-Z chars and takes the first 5
chars (uppercase) and puts that in the ticket nr (ABCDE-123456). I used
comment for this moment, since I don't know another column I could use
and I don't feel like changing the DB scheme for adding another field.
But you can take any field you like of course.
In Config.pm add:
$Self-{'Ticket::NumberGenerator'} =
'Kernel::System::Ticket::Number::AutoIncrementQueueComment';
And it should work. Since I have very little Perl experience, I might
have done some things weird, or even have bugs in the code, please tell
me :)
Regards,
Richard
[EMAIL PROTECTED] wrote:
Hello Richard,
This sounds very interesting to me. Maybe you can post a patch for the
changes you made on NewTicket.pm so I can rework you solution for me.
Thanks and kind regards
Falko Zurell
Head of Application Management
I-D Media AG
Tel.: +49-30-25947-357
AutoIncrementQueueComment.pm
Description: Perl program
NewTicket.pm
Description: Perl program
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Re: AW: Re: [otrs] Queue ID in ticket number or hook?
Hmm, Just saw it doesn't work when creating a new ticket in OTRS, only with incoming mails. Let's see if I can fix that. Regards, Richard ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: AW: Re: [otrs] Queue ID in ticket number or hook?
Found it.
In Kernel/Ticket.pm change
# create ticket number if not given
if (!$Param{TN}) {
$Param{TN} = $Self-CreateTicketNr( );
}
to
# create ticket number if not given
if (!$Param{TN}) {
$Param{TN} = $Self-CreateTicketNr( QueueID = $Param{QueueID} );
}
Regards,
Richard
Richard Hinkamp - BeSite wrote:
Hmm, Just saw it doesn't work when creating a new ticket in OTRS, only
with incoming mails. Let's see if I can fix that.
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[otrs] Queue ID in ticket number or hook?
Hi, A customer of us does support for multiple customers of his. Every customer has his own queue with all the settings and e-mail addresses etc. He wants the ticket number or hook to contain a part of the queue name. So when someone calls and says I have ticket nr XYZ-0123456, he knows it's a XYZ customer. Is this possible? Maybe I could write a new ticket number generator, but I don't know if the queue is known at the moment of ticket number generation. And what to do when the ticket changes queue? My feeling is that it's not a smart thing to try, since a ticket is not locked to a certain queue and changing ticket numbers when changing queues seems really awkward to me. Any thoughts on this? Regards, Richard ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] Required mores fields in Backen
First: Don't repost the question if you don't get an answer right away please! Second: Could you be more clear about your problem? I don't understand what your trying to say. Regards, Richard Carlos Luis Sánchez Bocanegra wrote: Hi list!, Im began in otrs, i have one question relative to de Backend Database, I'm interested modyficate some fields in de customer_user (too fees fields :-() I try do it in Kernel/Config.m but then crash apachesame examples of Config.pm http://config.pm/ all togetherthx. ___ 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 oder Consulting f�r Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] Tickets unlock even if there is no new message
Hi Jurgen, I am looking for this situation: * ticket is openened * agent sends a reply to ticket and herewith locks the ticket * client replies only after 5 days or so * agent with ticket locked shall receive notification * If agent is on holiday or on business trip the ticket shall be unlocked 1 day after receipt of the client reply * Message moved back in queue and message is sent to all team members indicating that something must be done. I though ticket unlock was the solution for this but appearantly it is not. Should i try to do this with a generic agent or is there another possibility? Ticket unlock count does not start on a new message, but when the lock starts, so it's not what you're looking for. I don't know if there's a way to accomplish this, never tried. Generic Agent may be the correct approach. Regards, Richard ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] Tickets unlock even if there is no new message
Hmm it does exactly what it's supposed to do. After inactivity of 480 minutes it gets unlocked. Why do you want to unlock a ticket when a client sends another e-mail? Maybe you are looking for pending status? To close a ticket if a client did not respond within 8 hours? Regards, Richard Jurgen de Wijs wrote: When an agent has replied to a client with an e-mail message the ticket becomes locked. We have set an unlock timeout of 480 minutes (8 hours) so that when a customer replies to a ticket that is locked it becomes unlocked. The strange thing is that the ticket gets unlocked even if the client has not replied, i.e. there is no new message with this ticket. After the agent has written and sent his reply the ticket will be unlocked after 480 minutes unconditionally. This does not seem right. ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] Generic Agent
Can someone please explain how generic agent works, I have read the manual but it is still not clear to me. What is not clear? What do you want to do with it? Be a little more specific in your questions please. Regards, Richard ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] FW: Date on tickects and funny symbols
I would like to request if you can help me block someone#8217;semail address and block all incoming emails from him/ her. Admin - Postmaster filter. Please read the documentation first! Try to work it out yourself, if that really doesn't work, give a precise description of the problem (what do you want, what OTRS doesn't do what you did expected it to do and what OTRS did do). Then people may be able (and willing) to help. Posting every little hickup to mailinglist won't help you, try for yourself (put some effort in it!) first. Regards, Richard ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] Need help to install OTRS i am using cPanel
I just on cPanel hosting only. This will be hard. The documentation assumes you have root access to the server you're installing OTRS on. There was someone on this list who mentioned he got it working on a shared hosting account some time ago, but not without some co-operation of the server administrator. That'll be me. Getting OTRS to run is not a big problem, but getting e-mail into the system is. I don't have access to procmail filtering, so I needed POP3 fetching with a cronjob. Since my hosting service only supports cronjobs every hour, I had to get to admin to install me a 5 minute cronjob for fetching of e-mail. I had to modify some scripts so they are accessible through the web and use some mod_rewrite rulez so OTRS finds all images etc (instead of otrs-web alias in apache config). I'll be happy to answer some questions, but be sure to read the manual well before asking, I'm short on time (who isn't? :)), so I won't answer simple questions which are in the manual. Regards, Richard ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] Diff Between Notifications and Auto Responses
Notifications are sent to agents (people using OTRS). Auto responses are sent to customers (people sending mail to the OTRS system). Regards, Richard ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] I'm convinced...
I'm afraid it's not going to work unless your server administrator is willing to install it for you, since the installation involves adding system users, cronjobs and apache configuration, etc. Usually not things you can control as a user of a shared hosting environment. Not true, I run OTRS on a shared hosting account without any problems. Only thing I couldn't do myself was a cronjob for POP3 fetchmail, but my hosting provider installed that for me. You may have to edit some more Config parameters and use .htaccess files or other tweaks, but it sure is possible, at least with my hosting provider it is. Regards, Richard ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] I'm convinced...
I have access to apache configfile, cronjob (/var/spool/cron/) is no problem for pop3 fetching, I can even install a mail pipe myself. I can restart the server from within my control panel. I will give it a try and see if I get stuck somewhere... That's way more than I can do, so you should be alright. Regards, Richard ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] Can't load Net::DNS, no mx lookups possible
You need to install the perl Net::DNS package, then you'll be ok. HTH, Richard Enda Nagle wrote: Hello, I have just recently been introduced to OTRS and have just installed it on an in-house server for managing incoming mails. I didn't install the DNS server on the server, and am now getting this error in the system log Can't load Net::DNS, no mx lookups possible. The ticket mails are all coming out properly, and I have DNS set in the router config. Should I install the DNS server or is it ok to just use it as I am? Thanks Enda ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: AW: [otrs] System / SysConfig error message
Silly question, but how do I know what my OTRS home dir is. This is a default Debian install. I believe it to be /usr/share/otrs 'coz that's where my Kernel and other sub-dirs are. su - otrs; cd; pwd; Regards, Richard ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] Can't receive mail in OTRS
It's trying to connect to a POP3 server on localhost (127.0.0.1) but it can't connect. So my guess is there is no POP3 server running on localhost. Maybe you should setup/start the POP3 server or change the settings to fetch mails from an other POP3 server. Regards, Richard Alina Florea wrote: PS: I can send emails through OTRS, I can see my tickets (I have imported the old database into a new server). I am using OTRS 2.0.4 on Fedora3. Thanks for any any help. Alina. Alina Florea a écrit : Hi, I have a problem with receiving mail in OTRS. When I execute bin/PostMasterPOP3.pl I have the error: Can't connect to 127.0.0.1 Traceback (4740) Module: main::Fetchmail Line:154 Module: ./PostMasterPOP3.pl Can anyone help me to fix this problem? Thanks. Alina. ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] Mapping queue names to users
The dropdown has users who have the current queue selected in the My Queues part in preferences, iirc. Regards, Richard Lee A. Connell wrote: When I enter a new ticket and I select the queue it is going to, how do I map that queue to specific user names? I want to be able to select a queue and then the owner drop-down list populates with the users I mapped. I did this before however I can’t figure out how I managed to do that. ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs] Setting state of a single ticket
Hi, When I select multiple tickets for a bulk action I can update the state to lots of different states. I use that for eaxample to remove a set of tickets (with the removed state). If I want to update the state of a single ticket I have several links to click, like merge, close, pending, but not for removed. Is there a way to update the state of a single ticket to another state? I would like this for removing a single ticket, but also to set the state of a removed ticket back to new or open. Kind regards, Richard Hinkamp ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] Setting state of a single ticket
Hi Alexander, Thanks! That's the setting I was looking! Makes sense indeed. Kind regards, Richard Alexander Scholler wrote: Hi Richard, on a standard OTRS-installation, you can only(?) change the state of a ticket within the close-action or by making a phonecall or sending a mail. your wish can be realized e.g. by enabling the capability of changing the state within a note. You also have to define which states the ticket can be set to. All available through Admin Sysconfig (Search for note or notice). Bye, Alex p.s. It make sence that a state can only be change that way manually by adding a note which explains why the state is changed that way. ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs] Error: Need LockID!
Hi, In my log I get this line: [Mon Jan 16 19:24:05 2006][Error][Kernel::System::Ticket::LockSet][2555] Need LockID! What does it mean and why does it occur? Kind regards, Richard Hinkamp ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] Newbie Questions...
How about the documentation at otrs.org, has all the answers? That's always the first place to look for answers! HTH Richard Cronin, Aidan wrote: Hi, I a new to seting up OTRS and have a lot of newbie type questions, for example how do I change the default customer login screen? How do I seet up SMTP relay? If anybody has an idiots guide for this it would be trully appreciated. Thanks in advance. Aidan ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] OTRS just as long as you do not have 64 bit ARC
Hi Shawn, Maybe you can install the Perl GD lib through CPAN instead of RPM? [EMAIL PROTECTED] wrote: Dear Support Chain, I an interesting combination. I have setup and sucessfully configured a OTRS server on SuSE 9.3 32 bit system. Now, my boss has ordered 64 bit servers. I now cannot find a version of the perl-GD software that will run on the box. The only version I have found wants to have perl 5.8.5 and SuSE installed 5.8.6* Can anyone help me find the right combination of SuSE for 64 bit ARC and perl-GD. I think that this question might be a little too end ARC specific, but I will as anyway as I have spent the entire day freezing in the server room trying to get the box to install OTRS. Thanks for any response to this somewhat unusual request. -- Kind regards, Richard Hinkamp [EMAIL PROTECTED] ... BeSite Internetdiensten www.besite.nl ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] Partial admin permissions
Hi Jason,
I found something which is almost what I want. I added a new group
called subadmin and gave users in this group access to several admin
modules, in Config.pm:
$Self-{'Frontend::Module'}-{'Admin'}-{Group} = ['admin','subadmin'];
$Self-{'Frontend::Module'}-{'AdminUser'}-{Group} = ['admin','subadmin'];
$Self-{'Frontend::Module'}-{'AdminGroup'}-{Group} = ['admin','subadmin'];
etc...
The only problem this has is that a subadmin can create and edit users
and so he can make himself member of the admin group and do everything.
So all I need is a restriction that a user which is not a member of the
admin group, cannot put users in the admin group. This way a subadmin
has control over all users and groups, but not admin. He could still
disable real admins, but that's no real issue for me, since I always can
restore it in the database and revoke his subadmin rights :)
HTH,
--
Kind regards,
Richard Hinkamp
[EMAIL PROTECTED]
...
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www.besite.nl
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[otrs] Partial admin permissions
Hi, I would like to give a user permissions to use the items from the first 2 blocks in the admin menu (Users Groups Roles and Queue Responses), but not the other options. Is this possible? -- Kind regards, Richard Hinkamp [EMAIL PROTECTED] ... BeSite Internetdiensten www.besite.nl ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs] Change FAQ status
Hi, I can't find where in the admin area I can change FAQ status names (from the faq_state table). Am I looking in the wrong places or is it not possible? -- Kind regards, Richard Hinkamp [EMAIL PROTECTED] ... BeSite Internetdiensten www.besite.nl ___ 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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
