Re: [otrs] OTRS localisation and language not working completely
Hi, On Feb 13, 2013, at 1:57 PM, Pete nyf...@gmail.com wrote: I've got a problem using Finnish language pack on otrs 3.2.1. I've downloaded ? What for a problem ? -- Shawn Beasley - OTRS 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 send e-mails to all customers in the same time
Romain, On Jan 21, 2013, at 12:00 PM, Romain Pichard che...@hotmail.com wrote: I would like to know if it is possible to send an e-mail to all my customers. In fact, If I understand all customers are, by default, in the group users. This is indeed, not possible (out-ouf-the-box). You can use the login dtl as a way to inform customers of things like maintenance and downtime. -- Shawn Beasley Service Manager OTRS AG Norsk-Data-Straße 1 61352 Bad Homburg Germany T: +49 (0) 6172 681988 0 F: +49 (0) 9421 56818 18 I: http://www.otrs.com/ Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: André Mindermann (CEO), Christopher Kuhn, Sabine Riedel OTRS 3.2 - More than a Help Desk System – Process and Customer Management – Be an early bird with our special offer - OTRS 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 web interface or external email ?
Massimo, That would be possible, by filtering the article type. Look at the settings in the event based notifications for more help. On Jan 21, 2013, at 12:04 PM, Massimo Sabbatino msabbat...@arpa.veneto.it wrote: TicketCreate is it possible to understand if a ticket is opened via customer web interface or through external email -- Shawn Beasley OTRS AG Norsk-Data-Straße 1 61352 Bad Homburg Germany T: +49 (0) 6172 681988 0 F: +49 (0) 9421 56818 18 I: http://www.otrs.com/ Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: André Mindermann (CEO), Christopher Kuhn, Sabine Riedel OTRS 3.2 - More than a Help Desk System – Process and Customer Management – Be an early bird with our special offer - OTRS 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] Cannot Log in through Agent Login Page after Upgrading to 3.1.7
On Aug 28, 2012, at 10:07 , Patrick Banholzer patrick.banhol...@stz-softwaretechnik.de wrote: Hi, I get a JavaScript Error when accessing the agent login page and when clicking the login button nothing happens. ... Did you restore the entire var/ directory AFTER the upgrade, then you have taken old scripts with you. Please only take your own files, not ones delivered by the core. - OTRS 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] Require service/sla
http://faq.otrs.org/otrs/public.pl?Action=PublicFAQZoom;ItemID=380;ZoomBackLink=QWN0aW9uPVB1YmxpY0ZBUVNlYXJjaDtTdWJhY3Rpb249U2VhcmNoO0Z1bGx0ZXh0PXNsYTtTb3J0Qnk9RkFRSUQ7T3JkZXI9RG93bjtTdGFydEhpdD0x; try that On Aug 28, 2012, at 20:18 , Gadow, Shawn sga...@ocusd.net wrote: I would like to require my customers when submitting a ticket to choose a Service and SLA Queue/Subject/Text and my custom fields are required however Service and SLA are not and I cannot seem to locate anywhere how to do this. I attempted to add Class= Validate_Required , To the CustomerTicketMessage.pm locations for the Service and SLA and flushed the cache but it isn’t working Also one more question is it possible to default the text box to its minimum scalable size on the customer ticket submit page? Thank you, Shawn Gadow Network Administrator Oregon CUSD 220 “Security is when everything is settled. When nothing can happen to you. Security is the denial of life.” – Germaine Greer - OTRS 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] Require service/sla
you are welcome! On Aug 28, 2012, at 20:36 , Gadow, Shawn sga...@ocusd.net wrote: Worked like a charm thank you much - OTRS 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] New generic agent notification module
Try this one http://www.youtube.com/watch?v=NoJe_6rvVpY On Jul 9, 2012, at 15:51 , Alvaro Cordero wrote: Hello Florian, That sounds like the Message of the day motd feature, I haven't see it yet but it is logical to have a setting into Sysconfig to do it. Regards. On Mon, Jul 9, 2012 at 7:14 AM, Florian Houel fho...@iorga.com wrote: Hi List, does anyone of you know anything about this 3.1 new feature (from http://www.otrs.com/software/otrs-help-desk/whats-new/): A new generic agent notification module allows the administrator to define messages that will be shown in the agent web front-end when they login. I've seen nothing in Admin nor Developer Guides and I browsed the list with no luck. Thank you in advance for any clue. Regards, Florian HOUEL - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - OTRS 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] Other methods for OTRS to identify ticket follow ups?
Look to Core::Postmaster for more details. On Dec 15, 2011, at 7:21 , Muhammad El-Sergani wrote: Hi all, Is there any other method beside the ticket hook for OTRS to identify a ticket as a follow up for one of its tickets? We have some customers who keep removing our ticket number from the subject header (for no obvious reason, and believe me, we always try to educate them to always include the ticket number) and would like to know if it's possible for OTRS to identify a ticket's follow up by other than the ticket hook and/or number. Thanks //M - OTRS 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] Please Help
Hello, On Dec 12, 2011, at 10:01 , Nikhil Joshi wrote: 1.No notification for agents and customers after new ticket is created in the queue. Check Core::Sendmail settings 2.new tickets created by email are not created. Check if cron is running And always, check the logs.- OTRS 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] Please Help
Please look to event based notification, or more explicitly auto answers in the admin section. On Dec 12, 2011, at 10:59 , Nikhil Joshi wrote: I want send Email notification to the customer through “note external” once the ticket is generated. - OTRS 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] There is an installable ISO comes with Linux and all
Try turnkey linux or jumpbox.com On Dec 12, 2011, at 14:33 , Emmanuel Olivo wrote: Let me know if an image is installable OTRS, that it comes with linux and everything. - OTRS 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] OLA
Hmmm... good question. There is no OLA implementation. You will have to use SLAs and have agent accounts (as customers) to assign these to. On Dec 12, 2011, at 18:51 , Wagner wrote: is there a way to configure OLA in otrs? between the queues? Between queue is not possible. ///shawn- OTRS 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 3.1 - Preview
Looking for more information about OTRS 3.1? Look here http://www.youtube.com/watch?v=E_J41wST_xI Hope this helps! ///diginin - OTRS 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] Android App
For a hand-on look at the app, for those who are not using this already, please look to this video http://www.youtube.com/watch?v=Br0Z5JdNjFk ///diginin On Oct 28, 2011, at 8:23 , Danny Froberg wrote: Version 1.2 works really well with UTF etc. /Danny -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Pavel Titov Sent: den 27 oktober 2011 21:44 To: User questions and discussions about OTRS. Subject: Re: [otrs] Android App On Thu, Oct 27, 2011 at 3:03 PM, Michiel Beijen michiel.bei...@gmail.com wrote: You'll see a ticket with some Cyrillic that is displayed as gibberish in the Android client. In the web client it is correctly displayed. This system is running as Unicode with a utf-8 MySQL database. Thank you Michiel, I fixed it and uploaded updated version 1.1 on Market, it should become available soon. Now response from servers that do not report charset in HTTP headers is assumed to be in UTF-8 by default. - Crash on loading Dashboard I *think* this is caused due to the fact that on this system the iPhone Handle was not installed. You're right. And another reason may have been omitting http/https prefix from server name, I implemented proper handling of this situation as well. Also I noticed a different issue, you can't set the new state when creating a ticket. I did have a field where I could set the pending date but this field was empty. Also there is no auto-complete on customers for creating new tickets, but you can fill the CustomerID manually. I would then prefer not to have a CustomerID at all. The issue here is that OTRS requests to fill in CustomerID and auto-complete is a bit tricky to implement. Though, it's on my TODO list. As a remark, I think the errors that you get when you create a ticket if you submit without setting a queue are pretty rough. They are not This one is much easier, I added validation of mandatory fields in 1.1 update. Regards, Pavel - OTRS 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] Block or reject emails?
On Oct 10, 2011, at 9:34 , Andy Wodfer wrote: Is there a way I can block or reject emails in OTRS and also not sending out automatic replies to certain specified addresses? We have some problems with some newsletter-junkmails and some endless loops that are filling up our RAW inbox ... You need a Postmaster Filter with Match: EMAILADDRESS:m...@domain.com Set: X-OTRS-Ignore yes Stop After Match yes ///shawn - OTRS 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] Block or reject emails?
My pleasure! On Oct 10, 2011, at 9:51 , Andy Wodfer wrote: Thanks a lot! Just what I was looking for! :-) But, this is just a work-around. I use this as a temporary front-end fix for a mailserver config. As, it may be that this SPAM is affecting other systems/users as well. So, you decide! ///shawn- OTRS 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] Generic Agent
Garabed, Are your cron jobs running? You need cron to trigger the agent. On Sep 30, 2011, at 7:54 , Garabed Yegavian wrote: I am trying to change the state of a Ticket with the Generic Agent and for some reason just cannot get it to work. I create a new ticket with a pending time of 1 day. I have the generic agent setup to filter for pendings pending times after 5 min and before (tried both) and based on a specific subject of the email. My ticket action is to set a new state of in process. Then I have a notification event that should send an email to a group based on the state in process and the subject. I just cant get the state to change. I even tried to use next state in process when creating the new email hoping I could trigger the email that way but nothing. To be honest the whole reason I started using OTRS was due to this function, can someone please help guide me as to why this wont work? - OTRS 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] I can't close tickets
Hi,
On Aug 9, 2011, at 7:29 , Marat Rabidinov wrote:
Thank you.
Which settings?
Have you not set these in your Config.pm? These should go in the script that I
mentioned.
$ENV{NLS_DATE_FORMAT} = ';
$ENV{NLS_LANG} = '';
///shawn
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Re: [otrs] Display of TicketFreeTime fieds in customer interface
Search in Sysconfig Ticket::Frontend::CustomerTicketMessage###TicketFreeTime: On Aug 9, 2011, at 16:21 , Ugo Bellavance wrote: TicketFreeTimeKey1 Set the content to 1 for shown and 2 for mandatory - OTRS 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] Display of TicketFreeTime fieds in customer interface
Yes, if the field should not be mandatory, then 1 is fine. On Aug 9, 2011, at 16:57 , Ugo Bellavance wrote: In this field, I have Key=1 = Content=1. Is that fine? Do I have to rename the key if I renamed the field to something like ETA? Since the key is linked via an ID, when you change something in the freetime core setting, it will automatically be updated. ///shawn- OTRS 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] I can't close tickets
What does your otrs log say? On Aug 9, 2011, at 6:22 , Marat Rabidinov wrote: I have a CentOS 5.5 i686. Apache 2.2.3, perl 5.8.8, mod_perl 2.0.4-6, OTRS 3.0.9 I have a problem which appears sometimes. I can't close a ticket. I open a ticket, click a Close button and get a new window for closing a ticket. But when I have filled a form and click button Send, the window doesn't close. It stays open and empty. If I close this window and refresh a page of ticket, I see that I have added a new note Close, but a ticket has status OPEN. In a several time of this procefure, a ticket will be closed. And if I restart a apache (httpd) service, a ticket will be closed at once when I click Send in Closing window. So, how I can solve this issue? - OTRS 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] I can't close tickets
Marat, I tip that you are using Oracle. You need to put your ENV setting for Oracle settings in $HOME/scripts/apache2-perl-startup.pl On Aug 9, 2011, at 7:18 , Marat Rabidinov wrote: Traceback (28632): Module: Kernel::System::Time::TimeStamp2SystemTime (v1.57) Line: 318 Module: Kernel::System::Ticket::Article::ArticleGet (v1.274.2.2) Line: 1514 Module: Kernel::Modules::AgentTicketAttachment::Run (v1.32) Line: 59 Module: Kernel::System::Web::InterfaceAgent::Run (v1.58.2.1) Line: 853 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 46 Module: (eval) (v1.89.2.1) Line: 204 Module: ModPerl::RegistryCooker::run (v1.89.2.1) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.89.2.1) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 ///shawn- OTRS 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] apt-get dist-upgrade lenny squeeze
Hello, On May 20, 2011, at 9:50 , Michiel Beijen wrote: On Thu, May 19, 2011 at 23:17, thierry bouillon tbo...@yahoo.fr wrote: when i use dist-upgrade in order to pass lenny - squeeze otrs 2.2.7 - 2.4.9 can't do correctly. I a problem with the table ticket when i restore this table, the ticket isn't present As we do not have contact to the maintainer, I would recommend - for support reasons on the mailing list - to install manually. It is very simple, and I have made a video to aid in this purpose: http://www.youtube.com/user/diginin1974#p/u/10/T9Rywe6dD7E Just my personal preference. I would not want to take away from the work done by the package maintainer. @ Maintainer: if you are out there, and listening, please contact us :) ///shawn- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Adding bugs in OTRS
On May 18, 2011, at 15:20 , David Boyes wrote: I’m not sure why you say that. I think that has more to do with process than the tool. We abandoned Bugzilla for OTRS and were glad to see it go. Bugzilla is cryptic, difficult to use, and not very scalable. OTRS works much better for us. AMEN! The simple solution of a dummy user alias piped to /dev/null works fine, or (in our organization) the person responsible for entering the bug gets to be the source of the bug, because they’re responsible for seeing it through. Good solution. It’s all in how you write the process. I've said this for years, but you what they say about . ///shawn- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Adding bugs in OTRS
On May 18, 2011, at 15:35 , Michiel Beijen wrote: On Wed, May 18, 2011 at 15:20, David Boyes dbo...@sinenomine.net wrote: I’m not sure why you say that. I think that has more to do with process than the tool. We abandoned Bugzilla for OTRS and were glad to see it go. Bugzilla is cryptic, difficult to use, and not very scalable. OTRS works much better for us. Great that you're happy using OTRS as a bug tracker :D For the OTRS.org project it should at least be helpful if there would be a public listing of bugs available for unauthenticated users. It might not require LOTS and lots of effort to get OTRS in shape. It depends indeed very much on your requirements if you can make use of OTRS as a (public) bug tracker. -- Sounds like a good investment project for community fund raising!!! ///shawn- OTRS 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] Signature per agent
Hi Muhammad, On May 8, 2011, at 17:10 , Muhammad El-Sergani wrote: Is there anyway to define a signature per agent, and not just a shared signature? Unfortunately no, because the signatures come from the queue. But, as stated, if you use variables, you can get the agents name in the signature. As OTRS is designed for working in teams, the philosophy of an centrally configured standard signature per queue is the de facto. What is the purpose of having individual signatures in an organization working in teams? What business case are you researching/implementing? Have you looked to http://otrsteam.ideascale.com/ to add your feature request? This is a good start for sending us feedback about your use case and implementation ideas. ///shawn - OTRS 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] Agent Interface - display Phone/Email/Queue / Status /Escalation icons?
Hello Run.it, On May 6, 2011, at 12:46 , Run.It wrote: Ive managed to configure the display to show watcher and responsible icons so Im guessing I would have to alter a setting within System Config? Try, http://www.youtube.com/watch?v=3AJGKUCf_0I ///shawn- OTRS 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] Agent Interface - display Phone/Email/Queue / Status /Escalation icons?
Hi Run.it, On May 6, 2011, at 14:45 , Run.It wrote: On the same topic do you know how to alter the location of the Watcher entry? I managed to reposition the others but altering the priority value but for Watcher this has no effect for some reason?! Unfortunately not. But, it would be interesting if we find out that it is buggy. ///shawn- OTRS 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] PHP and SOAP
Hello Aleksander, On May 4, 2011, at 14:22 , Aleksander Walesa wrote: Hi All, I’m struggling with SOAP from PHP. I’ve interface set up and can access API. But when I run this script (to display single ticket data): There is a d...@otrs.org and a user forum http://forums.otrs.org/viewforum.php?f=64 that could be of help here. I recommend trying both. ///shawn- OTRS 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] User login data in URL
Hi Alexksander, On Apr 29, 2011, at 10:21 , Aleksander Walesa wrote: Hi All, Is it possible to pass some login info to OTRS in URL? I wonder if it is possible for something like this: https://my_otrs_box/customer.pl?user=username?pass=User_password to automatically login that user after clicking that link? Yes, use otrs/index.pl?Action=LoginUser=userPassword=pass ///shawn - OTRS 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] User login data in URL
Just change index.pl to customer.pl On Apr 29, 2011, at 10:31 , Aleksander Walesa wrote: Thanks Shawn, It does not matter if it is customer user not agent? Aleksander From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Shawn Beasley Sent: Friday, April 29, 2011 10:29 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] User login data in URL Hi Alexksander, On Apr 29, 2011, at 10:21 , Aleksander Walesa wrote: Hi All, Is it possible to pass some login info to OTRS in URL? I wonder if it is possible for something like this: https://my_otrs_box/customer.pl?user=username?pass=User_password to automatically login that user after clicking that link? Yes, use otrs/index.pl?Action=LoginUser=userPassword=pass ///shawn - OTRS 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] OTRS 2.4.7 to 2.4.9?
Hello, On Apr 15, 2011, at 09:51 , Michiel Beijen wrote: Basically, the OTRS packages in the different distributions are always lagging a bit behind (we actually released 2.4.10 this week, and 3.0.x has been stable since November 15, 2010). So while in some cases it might be a great way to set up an OTRS installation quickly; if you're a bit serious about using OTRS you should really want to do a 'manual' installation; which is not that much work. You can find instructions on our wiki: http://wiki.otrs.org/index.php?title=Installation_on_Ubuntu_Lucid_Lynx_%2810.4%29 Additionally you can try this: http://www.youtube.com/user/diginin1974#p/u/9/T9Rywe6dD7E -- Mike On Fri, Apr 15, 2011 at 3:54 AM, S B inlineska...@live.ca wrote: I installed OTRS via terminal in Ubuntu 10.04. I used the apt-get install otrs2 and worked as planned. But how can I upgrade to 2.4.9. This is running in a test environment and there has been no changes or add-ons to the environment. A simple todo would be greatly appreciated. Or is there a different method using the apt-get to install 2.4.9 instead of 2.4.7. - OTRS 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, On Apr 7, 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 : Please consider posting this on forums.otrs.org. ///shawn - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Adding pictures to previously saved signatures
Hello, On Mar 24, 2011, at 16:55 , Muhammad El-Sergani wrote: Is there a way to attach a picture, such as the company's logo, to a predefined signature? I found that it's possible only when replying/creating a ticket. The best way is (OTRS 2.4 is a must) to edit the source of the signature (HTML must be used in your systme) by clicking on the source button in the editor. Then use an img src/ tag. ///shawn - OTRS 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] Importing customers: some don't have email
Glad you are back to OTRS! On Feb 16, 2011, at 18:00 , Boniforti Flavio wrote: One thing I noticed, is that many of our customers *do not* have any email address. This seems rather vital for OTRS, or am I wrong? Is it somehow possible to avoid email address field to be filled? I actually don't need to send emails back and forth to my customers, OTRS' main goal is to be used internally to schedule open duties. Try this http://www.youtube.com/watch?v=A1dp7QlMbts ///shawn - OTRS 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-de] Infos zum OTRS-Community-Treffen bei CLT2011
Liebe Liste, für mehr Information besucht bitte den Forum http://forums.otrs.org/viewtopic.php?f=34t=8068 -- Shawn Beasley Community Manager OTRS AG Norsk-Data-Str 1 61352 Bad Homburg T: +49 (0) 9421 56818 0 F: +49 (0) 9421 56818 18 I: http://www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de
Re: [otrs] Iphone app
Hi, Please get the newest update! v 1.0.2 iPhone App. On Jan 21, 2011, at 19:05 , Mikola Rose wrote: Is anyone else out there with the iPhone app and latest iPhoenHandle 1.0.2 installed having the problem of the app crashing when opening a ticket? ///shawn - OTRS 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] Private messages betwen agents
Hi, On Jan 10, 2011, at 15:30 , Armando Irazabal wrote: Hi everybody, Is there any way to send private message between agents? I mean messages that could not be seen by other agent belonging to the same group. No. - OTRS 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] Customers without mail
Hello, On Jan 4, 2011, at 15:37 , Armando Irazabal wrote: Hi everybody, I need to setup (from agent interface ) a new customer who hasn´t any email account. Which version of OTRS? ///shawn - OTRS 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] Customers without mail
Hello Steve, On Jan 7, 2011, at 15:35 , Steve Durbin wrote: Armando, The solution we are using is to create a mail sink. Using Postfix (or any other mail client) it's fairly easy to set email addresses that just throw the mail away. Here, if you send an email to dummy-(anything)@help.bridgend.gov.uk it just gets thrown away. This allows us to have *unique* emails for use as OTRS customer IDs without the user actually having to have email. We did this by configuring Postfix with a virtual-regexp as: /^dummy-(.*)@help.bridgend.gov.uk/ devn...@localhost And then in aliases: devnull: |/usr/local/bin/devnull The script then just consists of cat /dev/null. We only used a script because it's cleaner in the aliases files. There are simpler ways of configuring mail clients, but we found this the cleanest for us as the OTRS box already had Postfix on it. ... This is a very interesting concept, and a good setup in my humble opinion. How would you feel about documenting this as a howto on the wiki http://wiki.otrs.org/index.php?title=English_Area ? ///shawn - OTRS 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] SMTPS and Google Apps (smtp.gmail.com)
Hello Hugh, On Jan 6, 2011, at 14:55 , Hugh Kelley wrote: Is there an estimated release date for 3.0.5? The estimated release for OTRS 3.0.5 is calendar week 3-4. Is there a page where these dates are shared? There is currently no release plan available to the public. I am looking into this currently, and will get back with you personally as soon as I know more. Thanks for using OTRS! -- Shawn Beasley Community Manager OTRS AG Norsk-Data-Str 1 61352 Bad Homburg Germany Internet: http://www.otrs.com/ Project: http://www.otrs.org/ Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: André Mindermann - OTRS 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] changing ticket format?
Hello, On Dec 29, 2010, at 22:36 , Steve Clark wrote: Hello List, We have been using OTRS for about 6 months using the default Ticket number. We would like to change the format. Is it possible to do this without screwing things up? Yes. It will look ugly until all old tickets are closed. But you can change this in a running system. Which one are you using and which will you change to? ///shawn - OTRS 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] can't open developer doc
Mike, On Dec 23, 2010, at 07:59 , Michiel Beijen wrote: Works for me now. Do you still have issues? I get a blank browser window when clicking on the http://ftp.otrs.org/pub/otrs/doc/doc-developer/2.4/en/pdf/otrs_developer_book.pdf link. And, downloading the 2.4 pdf dev manual also leads to a damaged file. On Thu, Dec 23, 2010 at 2:09 AM, Min Never never@gmail.com wrote: Dear All, I can not open this document, may I ask who has the same problem with me? ftp://ftp.otrs.org/pub/otrs/doc/doc-developer/2.4/en/pdf/otrs_developer_book.pdf ///shawn - OTRS 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] can't open developer doc
Never, On Dec 23, 2010, at 10:33 , Min Never wrote: Hi Alexander, Thanks, but the two documents are not the same. I have forwarded your issue! -- Shawn Beasley Community Manager OTRS AG Norsk-Data-Str 1 61352 Bad Homburg Germany T: +49 (0) 9421 56818 330 F: +49 (0) 9421 56818 18 I: http://www.otrs.com/ Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: André Mindermann - OTRS 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] Can't get ticket to change state
Hi all, On Dec 22, 2010, at 08:42 , Lars Jørgensen wrote: Adding a note won't change the state (at least not in 2.4, I don't know if this behaviour is changed in 3.0). OTRS believes a ticket is new until an agent has contacted the customer in some way, either by mail or phone (both from within OTRS). Then it is changed to the open state. Not quite. You are right about the reason that the out-of-the box settings does not allow for this. However you can configure this in the the Sysconfig. Search for note, look for Frontend::Agent::Ticket::ViewNote and here you can set the setting that allows agents to change the status via a note! Here a short video (http://www.youtube.com/watch?v=8D-hf4WwnCE). Sincerely, ///shawn - OTRS 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] Christmas Wishes.
Dear OTRS Community Mailing List Members, I want to personally thank you for all the work that you have done to make OTRS such a successful product/project. Before it is too late and the hustle and bustle gets us caught up in our own personal lives: I wish you all a wonderful and warm Holiday Season and a Happy New Year! We have a lot of new and exciting things coming to the community in the new year, and I look forward to meeting you all again in this forum very soon. Speaking of forums, please register for the International User Forums if you have not already! [ http://forums.otrs.org/ ] May Santa bring you all the gifts you have wished for you and yours. Have a safe and good start in the New Year. Do not forget to make some resolutions! Here a short list to get you started: Best of Google: [ http://goo.gl/7qpRW ] * (google image search) Sincerely and always at your service, -- Shawn Beasley Community Manager OTRS AG Norsk-Data-Str 1 61352 Bad Homburg Germany T: +49 (0) 9421 56818 330 F: +49 (0) 9421 56818 18 I: http://www.otrs.com/ Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: André Mindermann - OTRS 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] X-Mass Theme? :P
Hi, On Dec 21, 2010, at 18:37 , Mikola Rose wrote: Has anyone done up one? Not that I have seen, but it sounds like a fun idea! ///shawn - OTRS 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] bugs.otrs.org or otrsteam.ideascale.com ?
format, and to discuss them. Voting, as well as discussions, make ideas more prominent and assist developers in deciding upon features that need to be implemented. Purpose: An idea melting pot and pre-feature implementation assessment tool. Pro: Visual aid in showing the progression, acceptance, and applicability of a specific idea. Cons: you have to login to use it. - surveymonkey A survey helps to gain an overview about participation, ideas, felling, desires in a more analytical and direct way. Where as ideascale is powered by the community and their independent thoughts, surveys allow for a more directed approach to gather specific information. Purpose: To gather information about a specific topic in yes, no, maybe form. Pro: Graphical representation of a sample group. Cons: Very static and sometimes time confusing. Representation is only possible with participation. So, I apologize if my long-windedness is not desired, but I think that this is the first step in clearing up a little confusion about the toolset, and the need for them. Thanks for reading! -- Shawn Beasley Computers make work, not had without them, go faster! - OTRS 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] Closing ticket with note-external
Hi Jos, On Nov 5, 2010, at 21:06 , Jos Vos wrote: What is the reason that you can only select note-internal in the close ticket window and not note-external? Or is this a bug? This is a default privacy feature. If you use the web portal, it might be that you do not want your agents to accidentally write internal information in a note viewable per web interface by the customer. Just as an info to you. ///shawn - OTRS 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] Changes on Config.pm has no effect
Hi, On Nov 3, 2010, at 16:18 , Ronaldo Richieri wrote: Hi, I'm trying to chance a Config.pm file to update some Auth parameters. OTRS searchs Customer on a AD Server. There are configurations for it but even if a remove the Config.pm file, the system still finding the customer in the AD via LDAP authentication. Is this configuration cached somewhere? Is there a way to force OTRS to read Config.pm settings as default or something like that? If you are not using mod_perl, then please restart your apache after every change. ///shawn - OTRS 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] bugs.otrs.org or otrsteam.ideascale.com ?
Hi Alex, But what about completly new ideas ? Shall they to be posted to both tools or only to ideascale from now on ? I personally believe that ideascale should be reviewed as a real possible replacement for bugzilla. What are your views? ///shawn - OTRS 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] Final Notice per Mailing List ** OTRS 3 Beta Release Party!
Dear Community, As you already know, the International Release Party planned for August 2, 2010 has been in the planning phase for a few weeks now. Now, we have posted the official announcements on our websites, and we have opened the flood gates for invitations. I just want to make sure that you are all notified, also over the mailing list. For more information, please go to the Event Page http://otrs.org/event/2010/otrs3-beta-release-party and your can get instructions there about registration and travel. -- ///shawn - OTRS 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] Antwort: Re: Antwort: Re: alpha 3 availability
To my knowledge there are permission issues in var/http*. Set the perms to world writeable recursiveVon meinem iPhone gesendeAm 02.07.2010 um 11:47 schrieb Markus Moj m...@timocom.com: Hey, Thanks for the fast replay. My System is already up and running, thats not the Problem. I just can´t enter any credetials to login into my system, that´s the problem I´m fahcing right now. Well it exactly pointing to the right directory, here is my otrs.conf # agent, admin and customer frontend ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/" Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" # if mod_perl is used IfModule mod_perl.c # load all otrs modules Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl # Apache::Reload - Reload Perl Modules when Changed on Disk PerlModule Apache2::Reload PerlInitHandler Apache2::Reload PerlModule Apache2::RequestRec # set mod_perl2 options Location /otrs #ErrorDocument 403 /otrs/customer.pl ErrorDocument 403 /otrs/index.pl SetHandler perl-script PerlResponseHandler ModPerl::Registry Options +ExecCGI PerlOptions +ParseHeaders PerlOptions +SetupEnv Order allow,deny Allow from all /Location /IfModule # directory settings Directory "/opt/otrs/bin/cgi-bin/" AllowOverride None Options +ExecCGI -Includes Order allow,deny Allow from all /Directory Directory "/opt/otrs/var/httpd/htdocs/" AllowOverride None Order allow,deny Allow from all /Directory # MaxRequestsPerChild (so no apache child will be to big!) MaxRequestsPerChild 400 Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: m...@timocom.com Internet: www.timocom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 binQxwZEapVrH.bin Description: Binary data Martin Edenhofer ---02.07.2010 11:39:35---Hi Markus, JFI, I'm still in the process of setting up a demo system. Von: Martin Edenhofer mar...@otrs.org An: "User questions and discussions about OTRS." otrs@otrs.org Datum: 02.07.2010 11:39 Betreff: Re: [otrs] Antwort: Re: alpha 3 availability Gesendet von: otrs-boun...@otrs.org Hi Markus, JFI, I'm still in the process of setting up a demo system. In your case, is it working after executing "bin/otrs.RebuildConfig.pl"? Also take care, that "/otrs-web/" points to the now directory, many new css and js files are in there. PS: Remember, OTRS 3.0 is still alpha. ;) -Martin On 02.07.2010, at 11:04, Markus Moj wrote: Hey, I´ve set up a demo server with the alpha version but I´m not able to login into the OTRS 3 Alpha Agent Login. I would say that I made a config error there for I would like to know if there is a documentation that I could follow to install / get running my OTRS 3? Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: m...@timocom.com Internet: www.timocom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 graycol.gifMartin Edenhofer ---25.06.2010 12:06:13---Hi Marek, OTRS is open source. And all the source code is public available. Von: Martin Edenhofer mar...@otrs.org An: "User questions and discussions about OTRS." otrs@otrs.org Datum: 25.06.2010 12:06 Betreff: Re: [otrs] alpha 3 availability Gesendet von: otrs-boun...@otrs.org Hi Marek, OTRS is open source. And all the source code is public available. Just take CVS head. This is the current OTRS 3 stage. :) -Martin On 25.06.2010, at 11:02, marekh...@poczta.onet.pl wrote: Hi, I just saw very impressive demo of OTRS 3 available on otrs.org main page. They mention there about availability of alpha 3 on cvs. I went there, but the last branch is 2.5. Have you tried to get alpha 3? Maybe I missed something or it is not yet shared? Thanks in advance for your help Marek- OTRS 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:
Re: [otrs] UPDATE ** OTRS 3 Beta Release Party!
Hi, Thanks for the question. Sorry it seems to be taking a little longer then hoped to get information out to the public. All official content will be made apparent by the end of the week on otrs.org. Additional conversation can be hosted here, or in the user forums http://forums.otrs.org/ On Jun 23, 2010, at 00:24 , Alexander Halle wrote: Shawn Beasley wrote : The beta release party, scheduled for the day of the beta release of OTRS 3 02AUG10, has moved to the planning phase. The agenda is still in work, and should be released by Monday 28JUN10. Everyone is welcome who pre-registers with OTRS AG. [...] Hi Shawn, can you already tell us the approximate start and end time ? This would be helpful for planning, for example I think about arrival and departure on the same day. The approximate start and end times are 1 P.M. till 6 P.M. The schedule looks like this. 13:30-14:00 Check-in 14:00-14:30 Welcome Speech 14:30-15:00 The way to 3.0 (Speech from Development) 15:00-16:00 Open Testing 16:00-17:00 Feedback Round 17:00-18:00 Open Socializing This is a draft, bur most likely is close to the final schedule. We look forward to any and all participation. Once again, reservations can be made at rsvp.ev...@otrs.com. Reservations are of no cost, just as the event. ///shawn - OTRS 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] agents can't view closed ticket
Hi, On Jun 27, 2010, at 18:28 , e c wrote: Hi all, I recently noticed that for my OTRS it is not possible to view closed ticket for agents what where responsible for it. Can anyone show me how to enable this? Closed tickets are not visible in the system, but can be searched for after being set to close. So, if the user was rezponsible for the ticket (ergo she had permissions) then a search would make the ticket visible again. Hope this helps. ///shawn - OTRS 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] UPDATE ** OTRS 3 Beta Release Party!
Dear OTRS Community, The beta release party, scheduled for the day of the beta release of OTRS 3 02AUG10, has moved to the planning phase. The agenda is still in work, and should be released by Monday 28JUN10. Everyone is welcome who pre-registers with OTRS AG. Please pre-register per mail to Event Registrar rsvp.ev...@otrs.com if you would like to attend the release party. We will then confirm the reservation shortly before the event. The plan is simple: Meet, Greet, Test, Report and then enjoy the remainder of the time being around users sharing the same interest as you: OTRS. Locations where the party will happen: * area of Frankfurt, Germany * Cupertino, California ...and new on the list * Leiden, The Netherlands P.S. ... anyone looking to aid in the organization, please contact me directly. -- Shawn Beasley Manager Community Marketing OTRS AG Norsk-Data-Str 1 61352 Bad Homburg Germany T: +49 (0) 9421 56818 330 F: +49 (0) 9421 56818 18 I: http://www.otrs.com/ Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: André Mindermann - OTRS 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] AgentCanBeCustomer
Hi , Unfortunately this was an offer that was made for the globLized view in the 2.4 series. We have noticed that there are people that are missing this feature. Can you please add/modify a/the bug request to add your use case to it. The more people who do this in new/removed/ missing feature requests, the more leverage is lent to the request. Von meinem iPhone gesende Am 22.06.2010 um 16:49 schrieb Louis Becker louis.bec...@leo.na: Hi What happened to AgentCanBeCustomer setting in 2.4.7? I cannot find it. If it is not there, how can I achieve similar functionality? Louis DISCLAIMER This message is intended solely for the individual(s) and entity(s) to which it is addressed. It is confidential and may contain legally privileged information. Any unauthorized review, use, copying, storage, disclosure or distribution of this e-mail and any attachments is strictly prohibited. If you are not the named recipient or have otherwise received this communication in error, please destroy this message from your system and kindly notify the sender by e-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 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] OTRS 3 Beta Release Party!
Hi, On Jun 17, 2010, at 20:56 , Mike Morris wrote: I was going to ignore this since I assumed it would be in Germany... but the word Cupertino happened to catch my eye. I am in San Jose (just a few miles away) and would love to attend however, even as I typed that sentence I just realized that, ironically, I will be in Europe that week! I assume the party will be on the Beta release date of 2 Aug? So, now I am thouroughly confused as to where and when you are? The party will be on 02 AUG. Where will you be? ///Shawn - OTRS 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] OTRS 3 Beta Release Party!
Dear OTRS Community, We are researching the release party for the beta release of OTRS 3. The beta will be released on 02AUG10, and we are reaching out to all who would like to attend a release party to celebrate this milestone with us. The agenda for the party is in the works. We will release an agenda on the list and in the forum by Monday 21JUN10. Party is R.S.V.P. only, so that the party will be a success. I will transmit the address for R.S.V.P. later this day. The plan is simple: Meet, Greet, Test, Report and then enjoy the remainder of the time being around users sharing the same interest as you: OTRS. The release party will take place *most likely* in the area of Frankfurt, Germany and Cupertino, California. Any Ideas for a location that would be fun but practical? P.S. ... anyone looking to aid in the organization, please contact me directly. P.P.S. ... the actual discussion should *probably* happen on the forum? What do you all think? http://forums.otrs.org/viewtopic.php?f=2t=5062 -- Shawn Beasley Manager Community Marketing OTRS AG Norsk-Data-Str 1 61352 Bad Homburg Germany T: +49 (0) 9421 56818 330 F: +49 (0) 9421 56818 18 I: http://www.otrs.com/ Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: André Mindermann - OTRS 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] A Job offering from OTRS Inc.
Dear community members, OTRS is proud to have you working with us on our open-source project. Now, excusing this possibly irritating use of the otherwise technical list, we want to give you the chance to put you hard earned experience to work. I thank you for taking the time to consider becoming on of the team. Job Offering: OTRS Sales Consultant OTRS AG is a market leader. With 80,000 installations in 27 languages, OTRS is the leading helpdesk software globally. OTRS forms the foundation for the ITIL-conformant IT service manage-ment solution OTRS:ITSM as well as the CERT solution SIRIOS. We assist our customers with comprehensive business services, including professional services such as consulting, software development and support. Our business is currently expanding globally as in the US. OTRS is a worldwide success story. Join us in telling that story and write a new chapter yourself. Imagine: § You could simply download a professional helpdesk or IT service management software from the internet. One very similar as offered by IBM, HP, CA or BMC. § You could access the source code without asking HP. § You could customize the software without asking CA. § You could distribute customizations to business partners or clients without asking BMC. Sounds like too much to ask? Let's top it all off! Imagine: That software would be free of licensing costs, and so free of the burdens of the procurement process. This exact scenario is daily business for our large enterprise as well as small and medium-sized customers. You can help! Responsibilities: § Give our customers an understanding of our products OTRS and OTRS::ITSM and at the same time evaluate opportunities for follow-up-business. § Provide workshops and trainings for OTRS user and administrators and § Attend and support our Sales Teams in tender preparation and defining requirements for customer development. § Managing OTRS projects from conceptual design to implementation and configuration. § Report to the Director Consulting Requirements: § Profound IT-Knowledge (incl. Ticketing Systems) § Solid knowledge of o Linux or Windows (Webserver p.a. Apache, IIS) o Process modeling -notation (UML, BPMN, YAWL) o Web Technologies as HTML, XML, AJAX/Javascript § Good knowledge of at least one of the following data base: MySQL, Oracle, MS SQL, PostgreSQL and § Basic knowledge of directory services (OpenLDAP, MS Active Directory, etc.) as well as SQL and PERL § Project management (PMI) § Candidate must be willing and able to travel 80% to 90%. You will be working either from our office in Cupertino, CA. or from your home-office. Education : § Bachelor’s degree from a four-year college or university in Business, IT, or related area § 5 years of progressive sales, consulting and managerial experience. § ITIL Certificate (Foundation, Practitioner, Manager) Please apply through email only at j...@otrs.com. We are looking forward to meeting you! -- Shawn Beasley Community Manager OTRS Inc. 19925 Stevens Creek Blvd. Cupertino, CA 95014-2358 USA - OTRS 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] OTRS User Forums.
Dear Users, For all that have not already seen the news, OTRS now has international user forums available at http://forums.otrs.org/ or via http://www.otrs.org/ under Get involved - User Forums. We hope to see you all there very soon! -- Shawn Beasley sh...@otrs.org Computers make work, not had without them, go faster! - OTRS 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-de] OTRS User Forum
Lieber Nutzer, Für alle die die nicht bereits den Nachrichten schon gesehen habt, OTRS hat jetzt internationale Anwender-Foren. Ihr Findet sie unter http://forums.otrs.org/ oder http://www.otrs.org/ bei Get involved - User Forums. Wir hoffen, euch alle dort sehr bald zu begrüssen! -- Shawn Beasley sh...@otrs.org Computers make work, not had without them, go faster! - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
Re: [otrs] Create new ticket after the first response
Hi, On Feb 3, 2010, at 18:55 , Hirantha Wijaywardena wrote: I am very new to OTRS but running the system successfully. Sorry if this question answered but I couldn't find anything; my bad. How do you then deal with level 1 issues? I would like to generate/create the ticket once agent's first response to the inquiry. The reason because, our supporting levels are 2 3. We do not need to answer and create a ticket for every inquiry emailed by the customer to our support email address, unless it is genuine level 2 or level 3 issue. Right now every incoming mails to the support email will create a ticket. Sometimes customers are Cc: to the support email (which are not issue related) and it will generate tickets. Would it be possible to get this done? Please advice. I'm still not quite sure what you want to do. I recommend letting things run as as they are, and if the issue is a level 2 issue, you can move the ticket to the level 2 queue and generate then a response with a ticket number to your customer. Until that point, your customer does not have to know that a ticket was even created. You can even close the tickets upon arrival, and only open them if they are generally level 2 or above. But again, this leaves me asking what do you do with level 1 tickets. ///Shawn - OTRS 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] Notify Customer of Agent AddNote Functionality
Hi Martin, On Jan 28, 2010, at 8:24 PM, Martin Edenhofer wrote: Hi Maurício, yes, that's true. To make the notifications more flexible (events, different attributes, different recipients, ...) this feature got dropped. Maybe we should also add customer attributes available in the notification event admin screen? So you would be able to create also notifications depending on customers language (or on other customer attributes like location, company or email address). Any comments? -Martin I think that it may not be a bad idea. On 28.01.2010, at 20:07, Maurício Ramos wrote: Hello, by a test using version 2.4.6, it seems that notifications configured through this feature “Notification (Event)” do not take into account the language preference of the one that is going to receive the notification. I created 2 notifications like ‘en::Customer::StateUpdate’ and ‘pt_BR::Customer::StateUpdate’ and the result was that the customer (that had his language preference configured to pt_BR) received two notifications. Is this correct? Can be workarounded? Thank you all. Do your queues have mixed languages? Since there is a queue delimiter, I would recommend redirecting not putting an auto-reply on the entry queue, but on the move event when moving the ticket to the language specific queue for this type of request. Service Desk (SPOC - no auto reply) Service Desk::English (auto reply on move into this queue) ///shawn- OTRS 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] Assigning owners to new tickets vs. existing tickets
Hi Lars, On Jan 26, 2010, at 09:16 , Lars Jørgensen wrote: Hi Something is inconsistent here - or I am doing something wrong. When I create a new ticket in a queue I can assign ownership only to agents that have this queue selected in my queues. Initially, yes, unless you select to show all by clicking the link next to the owner selection box. When I assign ownership of an existing ticket I can assign it to all who has the correct permissions for the queue. Correct as well, due to the nature of the select that happens behind the scenes! I think the latter behaviour is correct and that should also be the behavior when I create tickets. Did I flick a switch the wrong way somewhere in the configuration? It is a philosophical question, I think. You can use URL Params in a template to expand the list automatically otrs/index.pl?Action=AgentTicketPhoneSubaction=StoreNewExpandCustomerName=2OwnerAll=1Dest=1||Postmaster you have to include the queue, otherwise the system rights will prevent owner expansion. Hope this helps. ///Shawn - OTRS 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] ACLs via web interface
Hi Mihail, On Jan 26, 2010, at 10:17 , Михаил Лукин wrote: There is a nice example of editing ACL via Sysconfig (Ticket - Core::TicketACL) Is there an OTRS package or something else to allow Add/Edit new ACLs via web interface (Sysconfig)? Unfortunately, not currently. It should be easy to implement a static number of basic configurable ACLs. Due to the complexity, it makes it harder to implement this in its full power. ///Shawn - OTRS 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] Hide Owner field in ViewMove
Hi Mihail, Again here, as with the thread Subject: [otrs] tags for parent/child tickets. On Jan 26, 2010, at 24:35 , Alexander Halle wrote: Михаил Лукин wrote : 2. Hacking sources will be the last effort :) Hacking is effective, but not good or proper. Please take the time to make an enhancement bug. IMHO, the masks should all behave the same, and have sysconfig options for stuff like this. Hello Mihail, the simplest solution would be to change Ticket::Frontend::MoveType to Dropdown, if you don't need the move notes, which will then be disabled. Otherwise you could modify the dtl as suggested. Since you can and should do this in a separate theme this is much easier to handle than hacking the sources. Perhaps you can also solve this with an ACL, I don't know exactly. ///Shawn - OTRS 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] Multiple otrs instances on same server
Hi Jefferson, On Jan 26, 2010, at 01:29 , Jefferson Davis wrote: We have a department that would like their own OTRS instance for managing student services requests. Is there anything special I'd need to do to create an additional instance of OTRS? Nothing special. You do need to know that, you cannot (without having a second instance of apache on your server) use mod_perl twice. This would be a performance hit on the second instance. You would need to 1.) do a clone of the current installation directory 2.) create a new DB using the included sql (unless this should be cloned as well) 3.) make a copy of and modify your apache config for the second instance 4.) create a second user for the second instance 5.) run SetPermissions again with the new user info 6.) modify the Kernel/Config.pm and remove ZZZAuto.pm and all the files in var/tmp/ 7.) reload your apache 8.) login as r...@localhost with root as password and start setting up the new system ///Shawn - OTRS 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] LDAP Sync Does NOT work! v2.4
Hi Josh, I am sorry to hear you are having issues. But, please rest assured that all is well. Look at the difference between the 2.3 and the 2.4 http://source.otrs.org/viewvc.cgi/otrs/Kernel/Config/Defaults.pm?r1=1.323r2=1.299.2.3 You will see that the configuration has changed ever so slightly (Line391-Line411) This will be causing your problem. Hope you get it up and running now. On Oct 28, 2009, at 5:03 PM, Josh Higgins wrote: Agent LDAP Sync doesn't appear to work at all in OTRS 2.4! This worked great in 2.3, but appears completely broken in 2.4, even when following the *exact* sample config shown in the admin book, or using a known- good configuration that worked in 2.3. After upgrading to 2.4, new users are not able to log. They get the error: Panic, user authenticated but no user data can be found in OTRS DB!! Perhaps the user is invalid. I've seen others post on the list with similar errors, and none of those problems were resolved to my knowledge. Users: Do NOT upgrade to OTRS 2.4 if you use LDAP sync for agents, because it will not work no one will help you! OTRS STAFF -- IF THIS IS BROKEN PLEASE LET US KNOW!! Or give us some info to help troubleshoot or debug the problem. Does anyone know if the old LDAP module from 2.3 can be used with 2.4? -- Shawn Beasley sh...@otrs.org Computers make work that one would not have without them go faster! - OTRS 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] Is it possible to Hold ticket ?
HI, you can set out the update time by placing the ticket to pending, but as soon as an answer comes, then the update time will escalate the ticket. Both First Response Time and Resolution Time cannot be set out. Hope this helps. On Oct 21, 2009, at 3:23 PM, Katta, Lokesh Katta Subramanyam wrote: Hi All, Is it possible to Hold ticket when waiting for customer input, so that the SLA clock stops ticking until there is a further action on the ticket? Thanks and Regards, Lokesh - OTRS 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/ -- Shawn Beasley sh...@otrs.org Computers make work that one would not have without them go faster! - OTRS 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] enable Master/Slave Ticket Feature
Hi, This is enabled as a standard feature. Can you put a screenshot somewhere to depict what you are talking about exactly. Here is a standard installation. http://screencast.com/t/L2f4EspMvb On Oct 20, 2009, at 6:09 AM, Rodney McDuff wrote: How do you get the Free Fields link in the Ticket Zoom window? Shawn Beasley wrote: Hi, http://www.youtube.com/watch?v=zkc_qTCSloo Video is out On 08.10.2009, at 17:16, Shawn Beasley wrote: Hi, The feature video will be available on youtube today. On 08.10.2009, at 14:26, Adam Bator wrote: I can see that you can also link ticket to a master in bulk action. Untortunetly it is imposible to set a ticket as a Master once it was created. I am just testing the feature it would be good to have simple documentation or video so looking forward to it. -- Shawn Beasley sh...@otrs.org Computers make work that one would not have without them go faster! - OTRS 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/ -- Dr. Rodney G. McDuff |Ex ignorantia ad sapientiam Manager, Strategic Technologies Group|Ex luce ad tenebras Information Technology Services | The University of Queensland | EMAIL: mcd...@its.uq.edu.au | TELEPHONE: +61 7 3365 8220 | - OTRS 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] [OTRS] 2.4.4 to 2.4.5 shortest upgrade path..
Hello, thanks for your praise, and your comments about the upgrade path. This is not always the fastest, or best way, but it is nice to see you giving back to our community. On Oct 20, 2009, at 10:40 PM, Sarper SARIDAL wrote: I would like to thank the Otrs team and all the members of the group for responding back. Today i raised a question about the shortest way of upgrading from 2.4.4 to 2.4.5. I did it by manually downloading the source code (the zip file of 2.4.5) Stopping the apache server from services -- Shawn Beasley sh...@otrs.org Computers make work that one would not have without them go faster! - OTRS 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] Sending email in OTRS
Hi David, I encourage you to send a copy of your backup from the Sysconfig to the list in such configuration issues. This can be downloaded in the web front end and analyzed by most of our community members. It helps prevent confusion about configuration issues. On Oct 20, 2009, at 11:54 PM, Mike Pierce wrote: David, I set the settings to use smtp (we’re running exchange), and put the name of my mailserver in. Here’s what I get now: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Tue Oct 20 14:53:32 2009 Message: Can't connect to mail.mydomain.com: Invalid argument! -- Shawn Beasley sh...@otrs.org Computers make work that one would not have without them go faster! - OTRS 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] Priority sort
Hi Emily,
On Oct 19, 2009, at 1:47 PM, Alexander Halle wrote:
Emily Flynn wrote :
Does anyone know how to get rid of the sort by priority in queue?
I just want to sort tickets in queues by age as priority levels
aren't really used at the minute.
It kind of defeats the purpose of using priorities, when you do not
prioritize. Please think about using the default functionality as
designed. You can turn off the priority fields throughout OTRS and/or
use and ACL to blend out all other priorities other then the default
level, so that these fields cannot be used, as an alternative. The
only screens not possible to turn the functionality off is the phone
and email ticket. So an ACL will take care of that.
Hello Emily,
AFAIK this is builtin and not configurable.
q
You can only change the secondary sort criterion. So if you really
don't need priorities then you could as a workaround use the same
priority for all tickets to eliminate this builtin first sort
criterion.
You are very right. This is hard coded in AgentTicketQueue.pm
else {
157
%Sort = (
158
SortBy = [ 'Priority', $SortBy ],
159
OrderBy = [ 'Down', $OrderBy ],
160
);
161 }
Also you could use the small view where you can sort tickets
manually by each row.
This is also a good alternative. Thanks for the tip and supporting
your fellow members!
@Emily, you can turn off the sorting, with a little Perl knowledge.
But, as you have heard some good alternatives, I recommend not doing
it. Just a tip!
--
Shawn Beasley
sh...@otrs.org
Computers make work that one would not have without them go faster!
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Re: [otrs] Windows installation 2.4.4 does not send notifications or auto replies
Hi, On Oct 19, 2009, at 1:52 PM, Ilya Kornev wrote: -Original Message- From: Dejan Miklavcic jande...@gmail.com To: Ilya Kornev feldpo...@mail.ru Date: Mon, 19 Oct 2009 13:42:19 +0200 Subject: Re: [otrs] Windows installation 2.4.4 does not send notifications or auto replies Hi Ilya, I assigned autoreplies to all ques possible (default replies for each, and later tried with my own replies), and I turned on notifications for all users but still nothing. Are you talking about users, or customers? If you are having problems with users, your firewall may be blocking messages. Try the setting SendmailNotificationEnvelopeFrom: , as this is not set by default. This will trip up notification deliver (New Ticket, Ticket Move Into, etc.) -- Shawn Beasley sh...@otrs.org Computers make work that one would not have without them go faster! - OTRS 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] Windows installation 2.4.4 does not send notifications or auto replies
Hi Dejan, RTFM is not our style :-) - always. Glad we could help. On Oct 19, 2009, at 3:45 PM, Dejan Miklavcic wrote: Thank you a lot Shawn, this solved my problem !!! I got everything set up right, as I surfed this forum and documentation for few days (I hate when someone tells me RTFM :), but I didn't know about this. rgds, Dejan Are you talking about users, or customers? If you are having problems with users, your firewall may be blocking messages. Try the setting SendmailNotificationEnvelopeFrom: , as this is not set by default. This will trip up notification deliver (New Ticket, Ticket Move Into, etc.) -- Shawn Beasley shawn at otrs.org Computers make work that one would not have without them go faster! - OTRS 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/ -- Shawn Beasley sh...@otrs.org Computers make work that one would not have without them go faster! - OTRS 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-de] Standardantwort auf sehr viele Tickets versenden
Hallo, On Oct 19, 2009, at 3:13 PM, Christopher Odenbach wrote: Hallo, ich suche nach einer vernuenftigen Moeglichkeit, mit OTRS 2.0 (Debian Etch Paket) eine Reihe von vorhandenen Tickets halbwegs automatisch mit einer Standardantwort zu schliessen (damit ich nicht 500 Tickets anklicken muss probier Mal der 2.4.5 :-) Sorry, Der 2.0 kann nicht annähend sowas machen. Die Auto-Antworten scheinen dafuer nicht geeignet, weil es offenbar keinen passenden Typ gibt (fuer close). Oder uebersehe ich etwas? Event basierenden Notification kann so was ermöglichen. Ist das standard Prozedur, oder nur eine einmalige Sache? Auch der Generic Agent kann Tickets wohl nur schliessen, aber keine Mail dazu versenden, oder? Mit der Event basierten Notification, kann durch ein Trigger, Emails mit Standardtexte raus gesendet. -- Shawn Beasley sh...@otrs.org Computers make work, that one would not have without, them go faster! - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
Re: [otrs] Escalation times are cleared when the ticket isclosedwhat could be the reason?
Hi, The best way to find out about escalations is to parse this history. If you like, custom reports can be designed for you by a professional OTRS development company like OTRS AG. Send a mail to en...@otrs.com Havel a great day. On Oct 14, 2009, at 11:27 , Katta, Lokesh Katta Subramanyam wrote: Hi All, Just wanted to add that we are using otrs 2.3.4 without ITSM. Any help is greatly appreciated. Thanks and Regards, Lokesh From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Katta, Lokesh Katta Subramanyam Sent: Wednesday, October 14, 2009 10:06 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Escalation times are cleared when the ticket isclosedwhat could be the reason? Hi All, As there are no replies to this thread, I am wondering if anyone has not faced this as an issue, or if I am the only one facing this issue. However this is a burning issue for us, since we have to provide the number of escalations and associated details to higher- ups on a monthly basis and due to this I am able to see only escalations that are not closed. Any help is greatly appreciated. Thanks and Regards, Lokesh From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Katta, Lokesh Katta Subramanyam Sent: Tuesday, October 13, 2009 6:37 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Escalation times are cleared when the ticket is closedwhat could be the reason? Hi All, Whenever an escalated ticket is closed, all the escalations for the ticket are cleared, because of which we are getting wrong reports when we try to generate a report for the number of solution time escalations happened in a particular month. So is it correct to clear the escalations when ticket is closed? Is there any alternative to keep this escalation times so that we can get the correct report on a monthly basis? Is there any alternative to get the number of escalations that have happened for any specific period. Thanks and Regards, Lokesh K S From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Katta, Lokesh Katta Subramanyam Sent: Saturday, October 10, 2009 4:37 PM To: User questions and discussions about OTRS. Subject: [otrs] Varying reports for solution time escalations. what could bethe reason Hi All, I am facing issues in stats for solution time escalation reports. The statistics for solution time escalations in a specific period is varying when we execute report on different dates. For eg. On a Queue XYZ there were 10 solution time escalations for the month of September when the report was executed on October 5th. Again when we ran the same report on October 10th the escalations are 5. What could be the reason? Please help. Thanks and Regards, Lokesh - OTRS 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] Ldap integration
Hi Paolo,
even though the configuration is done on a windows installation, the
steps are the same.
http://www.youtube.com/user/diginin1974#p/a/u/2/ZwODnB5L5lM
On Oct 14, 2009, at 17:53 , David Holder wrote:
Hi Paolo,
Have you installed the PERL LDAP module? run checkmodules.pl to
ensure that it's installed.
Regards,
David
On Wed, Oct 14, 2009 at 4:49 PM, Paolo Esposito espositop2...@yahoo.it
wrote:
Hi all,
my name's Paolo and i work for a company where i try to
configure ldap-authentication for windows server 2003.
I installed on a linux debian OTRS, i followed indication on a
OTRS site
but, when i change the Config.pm file, i try to restart apache
service
I received this error message:
[error] Global symbol $Self requires explicit package name at /
opt/otrs//Kernel/Config.pm line 121.
the 121 line is the following:
$Self-{'AuthModule'} = 'Kernel::System::Auth::LDAP';
Error is the same for all lines into the Config.pm file.
Can you help me about a solution of this error, for me is very
important because for this error i can't use OTRS.
Thank you in advanced.
Best regards
Paolo
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Re: [otrs] enable Master/Slave Ticket Feature
Hi, The feature video will be available on youtube today. On 08.10.2009, at 14:26, Adam Bator wrote: I can see that you can also link ticket to a master in bulk action. Untortunetly it is imposible to set a ticket as a Master once it was created. I am just testing the feature it would be good to have simple documentation or video so looking forward to it. -- Shawn Beasley sh...@otrs.org Computers make work that one would not have without them go faster! - OTRS 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] enable Master/Slave Ticket Feature
Hi, http://www.youtube.com/watch?v=zkc_qTCSloo Video is out On 08.10.2009, at 17:16, Shawn Beasley wrote: Hi, The feature video will be available on youtube today. On 08.10.2009, at 14:26, Adam Bator wrote: I can see that you can also link ticket to a master in bulk action. Untortunetly it is imposible to set a ticket as a Master once it was created. I am just testing the feature it would be good to have simple documentation or video so looking forward to it. -- Shawn Beasley sh...@otrs.org Computers make work that one would not have without them go faster! - OTRS 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] enable Master/Slave Ticket Feature
Hi, On 06.10.2009, at 13:34, Franz Esberger wrote: Hi, i think there should be new Link Types (but i don't get them) in order to link two existing Tickets that have some Context and should be handled equally (Notes, Closing etc) The short is, you have to mark a ticket as master, then tickets can be linked to this master during creation or afterward. Sorry, so short :( regards, ffe Hi, might be a simple questions but i simply don't get it: Where to enable the Master/Slave Ticket Feature ? Whenever i'm trying to link a Ticket i have only the Types normal, Parent and Child available. Master/Slave is a function that is installed from the package repository. I will try to do a video in the next couple of days. -- Shawn Beasley Senior Support Engineer ((otrs)) :: OTRS AG :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003 240 97505 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstand: André Mindermann (Vorsitzender), Martin Edenhofer NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/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] ldap support - trying again
Hi, try the instructions in the video found at my my video page. http://www.youtube.com/user/diginin1974 On 03.10.2009, at 01:39, Jefferson Davis wrote: I had given up on getting LDAP support working over a year ago - but I'm going to give it another try as OTRS has evolved... What I want is for users to be able to login using their LDAP credentials to the customer front end. SSO would be even better, but that can wait. Admin login via ldap would be nice but not a deal-breaker. We use openldap on Centos 5.6 - apache, etc. System is installed and functional, brand new, lastest version. If anyone has crossed this bridge before I would love to hear from you before I start messing with Config.pm again. Thanks -- Jefferson K Davis Technology and Information Systems Manager Standard School District 1200 North Chester Ave Bakersfield, CA 93308 661.392.2110 This message was sent using IMP, the Internet Messaging 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ -- Shawn Beasley sh...@otrs.org Computers make work that one would not have without them go faster! - OTRS 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] otrs LDAP AD
Hi,
OTRS using ADS for user data look-up and authentication.
The principal is the same, just the parts - which you already have -
of the Defaults.pm are different.
On Oct 2, 2009, at 4:22 PM, COLAS Vincent wrote:
Hi,
I have some trouble with my LDAP config for auth otrs Customers with
windows
AD.
My Config.pm
#
#Enable LDAP authentication for Customers / Users
$Self-{'Customer::AuthModule'} =
'Kernel::System::CustomerAuth::LDAP';
$Self-{'Customer::AuthModule::LDAP::Host'} = 'X.X.X.X';
$Self-{'Customer::AuthModule::LDAP::BaseDN'} =
'dc=serveur,dc=local';
$Self-{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName';
#The following is valid but would only be necessary if the
#anonymous user do NOT have permission to read from the LDAP tree
$Self-{'Customer::AuthModule::LDAP::SearchUserDN'} =
'cn=Administrateur,Ou=Administrateurs,dc=serveur,dc=local';
$Self-{'Customer::AuthModule::LDAP::SearchUserPw'} = 'PASSWORD';
#CustomerUser
#(customer user database backend and settings)
$Self-{CustomerUser} = {
Module = 'Kernel::System::CustomerUser::LDAP',
Params = {
Host = 'X.X.X.X',
BaseDN = 'DC=serveur,DC=local',
SSCOPE = 'sub',
UserDN
='cn=Administrateur,Ou=Administrateurs,dc=serveur,dc=local',
UserPw = 'PASSWORD',
},
# customer unique id
CustomerKey = 'sAMAccountName',
# customer #
CustomerID = 'mail',
CustomerUserListFields = ['sAMAccountName', 'cn', 'mail'],
CustomerUserSearchFields = ['sAMAccountName', 'cn', 'mail'],
CustomerUserSearchPrefix = '',
CustomerUserSearchSuffix = '*',
CustomerUserSearchListLimit = 250,
CustomerUserPostMasterSearchFields = ['mail'],
CustomerUserNameFields = ['givenname', 'sn'],
Map = [
# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown, required, storage-type
#[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ],
[ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ],
[ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ],
[ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ],
[ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ],
[ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ],
[ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ],
#[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ],
#[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ],
],
};
#
I have no error and in my otrs admin page, i see all Customer users
when i
search *.
But i can't connect Client in customer page :
User unknown or wrong password :(
Anybody can help me?
Best Regards,
PS : Sorry for my English !
Vincent
Vincent COLAS (vco...@cnam-poitou-
charentes.fr
).vcf
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--
Shawn Beasley
Senior Software Engineer
((otrs))::OTRS Inc.,19925 Stevens Creek Blvd.,Cupertino,CA 95014-2358
Fon: +1 (408) 725 7501 :: Fax: +1 (408) 725 8885
http://www.otrs.com/ :: Communication with success!
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Re: [otrs] Install OTRS 2.2.5 on Windows XP machine
Hi, On 09.09.2009, at 12:37, Lev Davidovich wrote: Thanks a lot Rory and Michael! I'll see how I get on by using the installer and then changing the DB and OTRS distributed files. Try an upgrade! OTRS Upgrade on Windows Final -- Shawn Beasley sh...@otrs.org Computers make work that one would not have without them go faster! - OTRS 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] OTRS Training.
Dear List (in case not known), In order to help answer some of the daily questions that are found in the lists. I have taken it upon myself to do some demonstrations of everyday tasks. These are free to watch, download, and criticizes ;) Please have fun watching. http://www.youtube.com/user/diginin1974 -- Shawn Beasley sh...@otrs.org Computers make work that one would not have without them go faster! - OTRS 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] Background color in agent web interface
Hi, On 09.09.2009, at 15:27, Johannes Grimm wrote: Hi, unfortunatly this won´t work for me. I´ve changed the hex value from #003399 to #ff, but nothing changes. There is still the dark blue on the logon screen. Any ideas?? Which version of OTRS. Which file have you changed? -- Shawn Beasley sh...@otrs.org Computers make work that one would not have without them go faster! - OTRS 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] how to view all locked tickets ?
HI, On 09.09.2009, at 18:51, Alexander Halle wrote: I wrote: I search a more convenient way to see all locked tickets. I discovered the StatusView feature which is a bit more convenient. But if anyone has a hint how to search only for locked, open tickets I would be glad. Any SQL statement, URL parameter or dtl modification I could build on ? Why not a saved search. Then you can activate the search panel in the navigation bar. -- Shawn Beasley sh...@otrs.org Computers make work that one would not have without them go faster! - OTRS 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] perl migration script help
Hi, On 09.09.2009, at 18:46, Emily Flynn wrote: Hello! I am trying to upgrade from 2.3.4 to 2.4.3, and I'm a bit lost on what to do for running the perl migration script http://faq.otrs.org/otrs/public.pl?Action=PublicFAQSubaction=PrintCategoryID=5ItemID=351 I have MySQL Tools installed and so have used MySQL Admin to backup and restore, and MySQL Query Browser to run the first upgrade script (DBUpdate-to-2.4.mysql.sql ). I am not sure how to run the Perl migration script, can someone please give me a couple of pointers? Windows? -- Shawn Beasley sh...@otrs.org Computers make work that one would not have without them go faster! - OTRS 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] PostMaster Filter
Hello, On Wed, 2009-09-09 at 13:08 -0500, Gustavo Montes wrote: Hello, I'm trying to setup a PostMaster Filter but somehow the filter is not working. This is what I'm trying to achieve: - Change the Article Type from email-external which is the default to email-internal depending on who is sending/receiving the email. Is the mailbox marked as trusted? - OTRS 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-de] OTRS Training.
Lieber Liste (wenn nicht schon bekannt), ich habe es auf mir genommen, Videos über den haüfigsten gestellten Fragen zu drehen. Sie sind um sonst zu gucken, heruntuladen und kritizieren ;) Habt viel Spaß beim Gucken! http://www.youtube.com/user/diginin1974 -- Shawn Beasley sh...@otrs.org Computers make work that one would not have without them go faster! - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
Re: [otrs-de] OTRS Training.
Hi David, On 09.09.2009, at 17:24, David Heidt wrote: ich habe bereits mit Begeisterung Deine Videos zu den neuen Features von 2.4 sowie dem Dashboard angeschaut. Sehr schön, dass es weitergeht! Danke! Leider können sie nicht alle sooo Cool sein wie der 2.4 Video. Und, ich bin momentan auf 10 Minuten bei YouTube limitiert (obwohl anderer es auch schaffen längerer Vids einzustellen). Wahrscheinlich ist das auch gut so. Weil ich zu gerne rede! Also ein Dickes Lob und Dankeschön von mir. Vielleicht stelle ich auch mal ein Linux Video ein, als Gegenpol sozusagen ;) Weiter gehts immer! Also, wenn Du möchtest! Gerne! -- Shawn Beasley Senior Support Engineer ((otrs)) :: OTRS AG :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003 240 97505 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstand: André Mindermann (Vorsitzender), Martin Edenhofer NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/ - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
Re: [otrs] Customer Portal Help!
Tim, On 04.09.2009, at 22:31, Timothy J. Deerinck wrote: Shawn, Thanks for the tip, however, what is the best way to link Customer Companies with Queues? You could try an ACL. Search http://faq.otrs.org -- Shawn Beasley sh...@otrs.org Computers make work that one would not have without them go faster! - OTRS 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] Customer Portal Help!
Hi, On 04.09.2009, at 22:22, Timothy J. Deerinck wrote: Marco, THANKS! I actually did not have any groups for the Customer Company / User setup. I set one up, assigned the queue to this group, gave the customer permissions, and PERFECT! You should really avoid doing customer group permissions, unless you have a good reason for it. Just a tip -- Shawn Beasley sh...@otrs.org Computers make work that one would not have without them go faster! - OTRS 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-de] eDirektory LDAP Anbindung
Hallo, On 03.09.2009, at 09:05, saavik wrote: Hallo Liste! Wir planen hier die Anbindung unseres OTRS an ein neues eDirectory. hier: http://doc.otrs.org/2.4/de/html/x1907.html#customer-backend-ldap hab ich gelesen, das man da ja auch viel manuell erweitern kann. Frage: - Hat jemand evtl. schon eine laufende Anbindung konfiguriert, die wir übernehmen könnten ? - Weiß jemand, welche Felder man zusätzlich noch im eDirectory anlegen sollte / könnte ? Hier ist was für ADS, im Grundegenommen ist es das Gleiche. Nur die Attributen sind wo möglich anders. http://www.youtube.com/watch?v=ZwODnB5L5lM -- Shawn Beasley sh...@otrs.org Computers make work that one would not have without them go faster! - OTRS mailing list: otrs-de - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs-de To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs-de NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/
Re: [otrs] Repeatedly getting escalation notifications
Hi Frito,
In OTRS 2.4.2 we are constantly getting escalation notifications.
This is the relevant entry in GenericAgent.pm:
%Jobs = (
'send escalation notifications' = {
# Escalation = 1,
TicketEscalationTimeOlderMinutes = -60,
Locks = ['unlock'],
States = ['new', 'open'],
# new ticket properties
New = {
# Module =
'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue',
# notify all agents who have rw permissions
on the
ticket
Module =
'Kernel::System::GenericAgent::NotifyAgentGroupWithWritePermission',
},
},
);
As you can see, I'm using NotifyAgentGroupWithWritePermission.pm
instead
of
NotifyAgentGroupOfCustomQueue.pm.
Wha does your crontab looklike? Are you on windows?
--
Shawn Beasley
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Re: [otrs] BulkFeatureJavaScriptAlert Missing
Hi, On 27.08.2009, at 09:23, Lars Monsees wrote: I think you are using 2.3 templates in 2.4 Can that be? no, I renamed the old dir and made a fresh install into a new one. just to make sure: what would I have to check? Check the Version ID of AgentTicketQueue.dtl against the CVS Version. both are rev 1.9 So, seems to be a bug http://bugs.otrs.org/show_bug.cgi?id=4188 - OTRS 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/ After re-reading your post, I apologize for my first analysis. The WYSIWYG editor is causing the heartache becuase, in the background there is text in the body. This triggers the java warning. We are working on a solution. -- Shawn Beasley sh...@otrs.org Computers make work that one would not have without them go faster! - OTRS 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] How to change skin / theme for all agents and customer-user?
Hi, On 27.08.2009, at 11:15, savitra sirohi wrote: Markus, you can change the sysconfig field DefaultTheme. Thanks, Savitra Sirohi Nucsoft OSS Labs http://www.osslabs.biz This works for all that have never set their own theme preference. I want to know if there is a possibility to change the default skin / theme for all existin agents (users) and customer-users? The skin / theme has been modified and saved under a different name. Now I want to apply the skin / theme to all agents (users) and customer-users at once :) The Domain Based theme is the one that rules them all! -- Shawn Beasley sh...@otrs.org Computers make work that one would not have without them go faster! - OTRS 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] no new message alarm on 2.4.3
Hi, On 27.08.2009, at 13:53, IT easyap wrote: Since the migration from otrs 2.2 to 2.4.2 the “New Message” alarm doesn’t appear. After the upgrade to 2.4.3 the problem persists. Do you have any idea to correct this uncomfortable issue ? Is the ticket locked? Is the last article from someone other then the owner? I cannot imagine this is a problem. I do not have it. Shawn Beasley sh...@otrs.org Computers make work that one would not have without them go faster! - OTRS 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] Linking an FAQ article to a Ticket
Hi Christopher, On 27.08.2009, at 14:40, Stephan Lang wrote: Hi Christoph, The customer has access to the FAQs. Adding the link via copy and paste would be the manual way to do it. I’d would be great to have another button ‘Paste Link’ next to the ‘Done’ button when searching FAQs which would add something like ‘This is the FAQ Article Title’ with the Link to the FAQ article. If it’s currently not implemented, could someone point out where to start making the required changes? This is a development or enhancement request. Look to the guys at en...@otrs.com (http://www.otrs.com/)for more hellp -- Shawn Beasley sh...@otrs.org Computers make work that one would not have without them go faster! - OTRS 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/
