Re: [otrs] No tickets in customer frontend
He logs in at the webfrontend with his email address seeing no tickets but if I search as an agent via the AgentTicketSearch setting either the "Customer ID" or "Customer User Login" field to the same email address, I get all his tickets. Regards Sven On Tuesday 26 February 2008, Lars Jørgensen wrote: > > Some customers can see their tickets via the customer web > > frontend and others > > aren't seeing any at all. > > > > 1) What can be the reason for that behaviour ? > > Are you sure the customer ID on the ticket and the Customer ID the customer > logs in with are identical? If they submit a ticket from one email address > and login with another, they will not see their tickets. ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/
[otrs] No tickets in customer frontend
Hi list ! We are using OTRS 2.0.4 on debian and facing the following issue. Some customers can see their tickets via the customer web frontend and others aren't seeing any at all. 1) What can be the reason for that behaviour ? 2) How can I simulate the SQL query OTRS is doing here so I can perform the query manually and see the differences in the mysql DB. Best regards Sven ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] Error: Need TicketID!
Where did you renamed "CustomerDefaultState and PostmasterDefaultState" ? I cannot find it. Thanks, Sven On Thursday 19 October 2006 16:40, Estiven Restrepo wrote: > I renamed CustomerDefaultState and PostmasterDefaultState from "new" to > "new2" and it solved the problem, but why does it work? it´s not just > creating a new file called "new2" that will be overflown shortly ? > > thanks in advance > > S-Tiven > > 2006/10/5, Estiven Restrepo <[EMAIL PROTECTED]>: > > Hello, > > > > I have the same problem.. did you do it? > > > > please help me > > > > 2006/8/22, Davide Pluda <[EMAIL PROTECTED]>: > > > Hello. > > > > > > I'm new in otrs, i use it few months back. It was works fine. Today it > > > doesn't kork, when i try to create a ticket from customer it give this > > > error: > > > > > > ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Tue Aug 22 15:44:04 2006 > > > > > > Message: Need TicketID! > > > > > > Traceback (3342): > > >Module: Kernel::System::Ticket::Article::ArticleCreate (v1.94) Line: > > > 84 > > >Module: Kernel::Modules::CustomerTicketMessage::Run (v1.3) Line: 311 > > >Module: Kernel::System::Web::InterfaceCustomer::Run ( v1.6) Line: > > > 677 Module: /opt/otrs/bin/cgi-bin/customer.pl (v1.36) Line: 47 > > > > > > I read an other mesage similar to mine, but solution proposed "Just > > > make some free space available in /opt and you will get thru the > > > problem" don't work... > > > > > > I can create ticket from User. > > > > > > Can you help me? > > > Please. > > > ___ > > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > > Archive: http://lists.otrs.org/pipermail/otrs > > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > > Support orr consulting for your OTRS system? > > > => http://www.otrs.com/ ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] OTRS is not using the secone email address as FROM: on reply
Thanks a lot ! I had already the second "System e-mail address", but was not using it in the queue form... Regards, Sven Fischer On Thursday 19 May 2005 13:50, Peter van Beugen wrote: > Create "System e-mail addresses" and select the proper one in "Queues" > > Regards > Peter van Beugen > > -Oorspronkelijk bericht- > Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Sven > Fischer Verzonden: donderdag 19 mei 2005 13:42 > Aan: otrs@otrs.org > Onderwerp: [otrs] OTRS is not using the secone email address as FROM: on > reply > > Hi, > > in our OTRS setup we have two incoming emailboxes (A and B) where the mails > are fetched from and queued in properly. A is queued into A-queue and B > into B-queue, but if we are replying to a ticket in both cases the email > address A is used in the FROM: field. The question is, is it and how is it > possible to use email address A as FROM: reply field for queue A and email > address B as FROM: reply field for queue B ?!? > > Thank you, > > Sven > ___ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ > ___ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting fr Ihr OTRS System? > => http://www.otrs.de/ -- --- See our FAQs at: http://www.snom.com/faq0.html?&L=1 Whitepapers at: http://www.snom.com/white_papers.html --- snom technology AG Gradestraße 46 D-12347 Berlin Sven Fischer fax +49 30 39833111tel +49 30 39833444 mailto:[EMAIL PROTECTED] http://www.snom.comsip:[EMAIL PROTECTED] --- ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] OTRS is not using the secone email address as FROM: on reply
Hi, in our OTRS setup we have two incoming emailboxes (A and B) where the mails are fetched from and queued in properly. A is queued into A-queue and B into B-queue, but if we are replying to a ticket in both cases the email address A is used in the FROM: field. The question is, is it and how is it possible to use email address A as FROM: reply field for queue A and email address B as FROM: reply field for queue B ?!? Thank you, Sven ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] CustomerHeader file
You already changed both schemes Standard and Lite ? regards, Sven On Monday 25 April 2005 09:29, Ashish wrote: > hi all, > >i have modified the CustomerHeader.dtl file and added > the logo and the company name and it appears correctly. but when i > login into customer panel through customer.pl, the settings of the > first page disppears and again the LOGO is printed instead of > dispalying the Logo and in Place of COMPANY NAME actual company name > is not written and text COMPANY NAME is written. plz tell me where i > am wrong or i have to include CustomerHeader.dtl file somewhere like > $Include(CustomerHeader) in some files. -- --- See our FAQs at: http://www.snom.com/faq0.html?&L=1 Whitepapers at: http://www.snom.com/white_papers.html --- snom technology AG Gradestraße 46 D-12347 Berlin Sven Fischer fax +49 30 39833111tel +49 30 39833444 mailto:[EMAIL PROTECTED] http://www.snom.comsip:[EMAIL PROTECTED] --- ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] CustomerUser are not seeing there tickets
Maybe some more information:
we have the user group feature enabled like this:
$Self->{CustomerGroupSupport} = 1;
$Self->{CustomerGroupAlwaysGroups} = ['users'];
what kind of information I should provide here additionally, so that somebody
may help ?
Kind regards,
Sven
On Thursday 21 April 2005 09:19, Sven Fischer wrote:
> Hi,
>
> we have currently the problem that CustomerUsers, which created an own
> account via the webinterface and queueing in tickets via this, are not able
> to see them anymore. They are afraid the tickets are gone :-( What is wrong
> here?
>
> Regards,
>
> Sven
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[otrs] CustomerUser are not seeing there tickets
Hi, we have currently the problem that CustomerUsers, which created an own account via the webinterface and queueing in tickets via this, are not able to see them anymore. They are afraid the tickets are gone :-( What is wrong here? Regards, Sven ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] POP Filter matching question
Hi,
I tried to use the POP filter mechanism like this:
Match:
Header1: Subject; Field: *snom190*
Header2: Body; Field: *snom190*
Set:
Header1: X-OTRS-Queue; Field: support::phone-support::snom190-queue
But with this filter set, the pop is failing at all, so no mail is coming in,
but the log says something like:
[EMAIL PROTECTED]:/opt/otrs > $HOME/bin/PostMasterPOP3.pl
Message 1/5 ([EMAIL PROTECTED]@post.xxx.de)
/(*media*server*)/: ?+*{} follows nothing in regexp
at /opt/otrs/Kernel/System/PostMaster/Filter/MatchDBSource.pm line 67.
How can I achieve to match the filter to anything in i.e. the subject, if at
least snom190 is somewhere in it ?
Are the different header lines like an "OR" and the first line is tried first
and so on ?
Regards,
Sven
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Re: [otrs] Error on create ticket via webinterface
My queue structure:
Support with subqueues Phone-Support and Misc-Support. snom190 is a subqueue
of Phone-Support.
Sven
On Tuesday 12 April 2005 17:15, Sven Fischer wrote:
> Hi,
>
> I solved my problem. In Config.pm you have to give the wanted queues like
> this:
>
> $Self->{CustomerPanelOwnSelection} = {
> ## Queue => Frontend-Name
> 'Support::Phone-Support::snom190' => 'Phone Support snom190',
> 'Support::Misc-Support' => 'Misc. Support',
> };
>
> and not like this:
>
> $Self->{CustomerPanelOwnSelection} = {
> ## Queue => Frontend-Name
> 'snom190' => 'Phone Support snom190',
> 'Misc-Support' => 'Misc. Support',
> };
>
> Regards,
>
> Sven
>
> On Tuesday 12 April 2005 15:50, Sven Fischer wrote:
> > Hi,
> >
> > during setting up OTRS (creating new queues etc.), suddenly the following
> > occurs on creating a ticket from a CustomerUser:
> >
> > Fehler: Need TicketID!
> > Kommentar:
> > Traceback: ERROR: OTRS-CGI-10 Perl: 5.6.0 OS: linux Time: Tue Apr 12
> > 15:41:54 2005
> >
> > Message: Need TicketID!
> >
> > Traceback (21955):
> >Module: Kernel::System::Ticket::ArticleCreate (v1.19.2.1) Line: 83
> >Module: Kernel::Modules::CustomerMessage::Run (v1.35.2.2) Line: 334
> >Module: Apache::ROOT::otrs::customer_2epl::handler (v1.31) Line: 636
> >Module: (eval) (v2.01) Line: 143
> >Module: Apache::Registry::handler (v2.01) Line: 143
> >
> > any ideas why the TicketID isn't there...?
> >
> > Help in time would be highly appreciated,
> >
> > thank you,
> >
> > Sven
> > ___
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Re: [otrs] Error on create ticket via webinterface
Hi,
I solved my problem. In Config.pm you have to give the wanted queues like
this:
$Self->{CustomerPanelOwnSelection} = {
## Queue => Frontend-Name
'Support::Phone-Support::snom190' => 'Phone Support snom190',
'Support::Misc-Support' => 'Misc. Support',
};
and not like this:
$Self->{CustomerPanelOwnSelection} = {
## Queue => Frontend-Name
'snom190' => 'Phone Support snom190',
'Misc-Support' => 'Misc. Support',
};
Regards,
Sven
On Tuesday 12 April 2005 15:50, Sven Fischer wrote:
> Hi,
>
> during setting up OTRS (creating new queues etc.), suddenly the following
> occurs on creating a ticket from a CustomerUser:
>
> Fehler: Need TicketID!
> Kommentar:
> Traceback:ERROR: OTRS-CGI-10 Perl: 5.6.0 OS: linux Time: Tue Apr 12
> 15:41:54 2005
>
> Message: Need TicketID!
>
> Traceback (21955):
>Module: Kernel::System::Ticket::ArticleCreate (v1.19.2.1) Line: 83
>Module: Kernel::Modules::CustomerMessage::Run (v1.35.2.2) Line: 334
>Module: Apache::ROOT::otrs::customer_2epl::handler (v1.31) Line: 636
>Module: (eval) (v2.01) Line: 143
>Module: Apache::Registry::handler (v2.01) Line: 143
>
> any ideas why the TicketID isn't there...?
>
> Help in time would be highly appreciated,
>
> thank you,
>
> Sven
> ___
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[otrs] Error on create ticket via webinterface
Hi, during setting up OTRS (creating new queues etc.), suddenly the following occurs on creating a ticket from a CustomerUser: Fehler: Need TicketID! Kommentar: Traceback: ERROR: OTRS-CGI-10 Perl: 5.6.0 OS: linux Time: Tue Apr 12 15:41:54 2005 Message: Need TicketID! Traceback (21955): Module: Kernel::System::Ticket::ArticleCreate (v1.19.2.1) Line: 83 Module: Kernel::Modules::CustomerMessage::Run (v1.35.2.2) Line: 334 Module: Apache::ROOT::otrs::customer_2epl::handler (v1.31) Line: 636 Module: (eval) (v2.01) Line: 143 Module: Apache::Registry::handler (v2.01) Line: 143 any ideas why the TicketID isn't there...? Help in time would be highly appreciated, thank you, Sven ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] CustomerUser queue selection
Markus,
thanks a lot ! Its working pretty good !
How about the second part of my question, is the filter mechanism also working
to those (webrequest)messages or for incoming mail only?
regards,
Sven
On Monday 11 April 2005 16:31, Markus Ruecker wrote:
> Hi Sven,
>
> > why should the CustomerUser select the queue to which his
> > web-request should
> > be queued in ? He doesn't know anything regarding the used
> > queues. How can I avoid this (or just show a few of all
> > queues) for the CustomerUser
> > but use a Filter as for the incoming mails ?
>
> Just have a look in your Defaults.pm. There you will find the following
> lines:
>
> # CustomerPanelOwnSelection
> # (If this is in use, "just this selection is valid" for the
> CustomMessage.)
> $Self->{CustomerPanelOwnSelection} = {
> # Queue => Frontend-Name
> 'Junk' => 'First Queue!',
> 'Misc' => 'Second Queue!',
> # QueueID => Frontend-Name (or optional with QueueID)
> #'1' => 'First Queue!',
> #'2' => 'Second Queue!',
> };
>
> Copy these into your Config.pm and configure it at your needs.
>
> Regards,
>
> Markus Ruecker
>
> --
>
> ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg
>
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>
>
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