Re: [otrs] (no subject)
I rename the group admin this is required as-is in multiple locations and is not referred to by id. On Wed, Mar 4, 2015 at 6:48 AM, Sergey Shumakher sergey.shumak...@gmail.com wrote: HI! I installed OTRS4 and playing with the settings. I rename the group admin. The next entry is not possible to get to the administration section. There is simply no links in the interface. If the URL directly dial an error Message: No Permission to use this frontend module! Search issued a decision to restore directly in the database UPDATE group_user SET permission_value = 1 WHERE user_id = 1 AND group_id = 2 AND permission_key = 'rw'; But I like in these tables have all the rights mysql SELECT * FROM group_user; +-+--++--+-+---+-+---+ | User_id | group_id | permission_key | permission_value | create_time | create_by | change_time | change_by | +-+--++--+-+---+-+---+ | 1 | 1 | rw | 1 | 2015-02-19 08:06:39 | 1 | 2015-02-19 08:06:39 | 1 | | 1 | 2 | rw | 1 | 2015-02-19 08:06:39 | 1 | 2015-02-19 08:06:39 | 1 | | 1 | 3 | rw | 1 | 2015-02-19 08:06:39 | 1 | 2015-02-19 08:06:39 | 1 | | 2 | 1 | rw | 1 | 2015-02-19 10:30:53 | 1 | 2015-02-19 10:30:53 | 1 | | 2 | 2 | rw | 1 | 2015-02-19 10:30:53 | 1 | 2015-02-19 10:30:53 | 1 | | 2 | 3 | rw | 1 | 2015-02-19 10:30:53 | 1 | 2015-02-19 10:30:53 | 1 | +-+--++--+-+---+-+---+ Here are 2 of my User mysql SELECT id, login FROM users; + + --- + | Id | login | + + --- + | 1 | admin | | 2 | ssv | + + --- + Where else to look? - OTRS 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] : (no subject)
Hi, first of all you should use a proper subject. 04/03/2015 12:54 - Sergey Shumakher wrote: I installed OTRS4 and playing with the settings. I rename the group admin. see here: [1]http://otrs.github.io/doc/manual/admin/stable/en/html/administration.html#table-of-group-permissions-after-installation admin is a default system permission. Rename it to admin and it will work again. Then do your proper sysconfig settings and rename the admin group again to your needs. -- Florian [1] http://otrs.github.io/doc/manual/admin/stable/en/html/administration.html#table-of-group-permissions-after-installation - OTRS 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] (no subject)
HI! I installed OTRS4 and playing with the settings. I rename the group admin. The next entry is not possible to get to the administration section. There is simply no links in the interface. If the URL directly dial an error Message: No Permission to use this frontend module! Search issued a decision to restore directly in the database UPDATE group_user SET permission_value = 1 WHERE user_id = 1 AND group_id = 2 AND permission_key = 'rw'; But I like in these tables have all the rights mysql SELECT * FROM group_user; +-+--++--+-+---+-+---+ | User_id | group_id | permission_key | permission_value | create_time | create_by | change_time | change_by | +-+--++--+-+---+-+---+ | 1 | 1 | rw | 1 | 2015-02-19 08:06:39 | 1 | 2015-02-19 08:06:39 | 1 | | 1 | 2 | rw | 1 | 2015-02-19 08:06:39 | 1 | 2015-02-19 08:06:39 | 1 | | 1 | 3 | rw | 1 | 2015-02-19 08:06:39 | 1 | 2015-02-19 08:06:39 | 1 | | 2 | 1 | rw | 1 | 2015-02-19 10:30:53 | 1 | 2015-02-19 10:30:53 | 1 | | 2 | 2 | rw | 1 | 2015-02-19 10:30:53 | 1 | 2015-02-19 10:30:53 | 1 | | 2 | 3 | rw | 1 | 2015-02-19 10:30:53 | 1 | 2015-02-19 10:30:53 | 1 | +-+--++--+-+---+-+---+ Here are 2 of my User mysql SELECT id, login FROM users; + + --- + | Id | login | + + --- + | 1 | admin | | 2 | ssv | + + --- + Where else to look? - OTRS 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] : (no subject)
Thanks for the help, and sorry for unfilled subject. I tried to return the name of admin in this way. But access is not came back. mysql update groups set name='admin' where id=2; Query OK, 1 row affected (0.09 sec) Rows matched: 1 Changed: 1 Warnings: 0 mysql SELECT * FROM groups ; ++---+--+--+-+---+-+---+ | id | name | comments | valid_id | create_time | create_by | change_time | change_by | ++---+--+--+-+---+-+---+ | 1 | users | Group for default access.|1 | 2015-02-19 08:06:39 | 1 | 2015-02-19 08:06:39 | 1 | | 2 | admin | Group of all administrators. |1 | 2015-02-19 08:06:39 | 1 | 2015-03-04 12:17:20 | 2 | | 3 | stats | Group for statistics access. |1 | 2015-02-19 08:06:39 | 1 | 2015-02-19 08:06:39 | 1 | ++---+--+--+-+---+-+---+ 4 rows in set (0.00 sec) 2015-03-04 17:04 GMT+05:00 Florian Edlhuber florian.edlhu...@gmx.de: Hi, first of all you should use a proper subject. 04/03/2015 12:54 - Sergey Shumakher wrote: I installed OTRS4 and playing with the settings. I rename the group admin. see here: http://otrs.github.io/doc/manual/admin/stable/en/html/administration.html#table-of-group-permissions-after-installation admin is a default system permission. Rename it to admin and it will work again. Then do your proper sysconfig settings and rename the admin group again to your needs. -- Florian - OTRS 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] : (no subject)
after launch bin/otrs.DeleteCache.pl Access came back. Thanks for the help 2015-03-04 17:26 GMT+05:00 Sergey Shumakher sergey.shumak...@gmail.com: Thanks for the help, and sorry for unfilled subject. I tried to return the name of admin in this way. But access is not came back. mysql update groups set name='admin' where id=2; Query OK, 1 row affected (0.09 sec) Rows matched: 1 Changed: 1 Warnings: 0 mysql SELECT * FROM groups ; ++---+--+--+-+---+-+---+ | id | name | comments | valid_id | create_time | create_by | change_time | change_by | ++---+--+--+-+---+-+---+ | 1 | users | Group for default access.|1 | 2015-02-19 08:06:39 | 1 | 2015-02-19 08:06:39 | 1 | | 2 | admin | Group of all administrators. |1 | 2015-02-19 08:06:39 | 1 | 2015-03-04 12:17:20 | 2 | | 3 | stats | Group for statistics access. |1 | 2015-02-19 08:06:39 | 1 | 2015-02-19 08:06:39 | 1 | ++---+--+--+-+---+-+---+ 4 rows in set (0.00 sec) 2015-03-04 17:04 GMT+05:00 Florian Edlhuber florian.edlhu...@gmx.de: Hi, first of all you should use a proper subject. 04/03/2015 12:54 - Sergey Shumakher wrote: I installed OTRS4 and playing with the settings. I rename the group admin. see here: http://otrs.github.io/doc/manual/admin/stable/en/html/administration.html#table-of-group-permissions-after-installation admin is a default system permission. Rename it to admin and it will work again. Then do your proper sysconfig settings and rename the admin group again to your needs. -- Florian - OTRS 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] (no subject)
Hi guys, Quick question: I'm trying to link a Configuration Item to a Service so as to specify that the Service relies on this Configuration Item to work. Obviously I've gone to the service and added a Depends On link to the Configuration Item. Does this mean that service VPN depends Configuration Item Router to work, so that the service itself works? If so, what's the difference between Required For and Depends On? Thanks, Sebi - OTRS 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] (no subject)
A Depends on B: If B is false/not working, A can't work. B is Required for A, B, C: A, B, C can't work if B is false/not working. On Thu, Sep 25, 2014 at 9:33 AM, Sebastian Pitei sebastian.pi...@enevogroup.ro wrote: Hi guys, Quick question: I'm trying to link a Configuration Item to a Service so as to specify that the Service relies on this Configuration Item to work. Obviously I've gone to the service and added a Depends On link to the Configuration Item. Does this mean that service VPN depends Configuration Item Router to work, so that the service itself works? If so, what's the difference between Required For and Depends On? Thanks, Sebi - OTRS 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] Ticket subject
Hello everyone, This message is to let you know that the problem was solved. I've used the tag Gerald've suggested ( OTRS_TICKET_Title) Thanks Gerald. André 2014-04-15 19:02 GMT-03:00 André Cavalcante treba.an...@gmail.com: Hi Gerald, you're right. Sorry about that. I'll be more specific next time. Objective: show the customer in the Survey message which ticket he/she will evaluate. I can already tell him the ticket number, because I've inserted the tag OTRS_TICKET_TicketNumber. But a customer suggested to show also the subject so that he/she doesn't need to access the web interface to see what that ticket was about. Action: I've inserted tag OTRS_CUSTOMER_SUBJECT Result: It didn't bring any result. Desired result: Show the ticket subject in the Survey message Thanks again, I'll try the tag you've suggested. 2014-04-15 18:18 GMT-03:00 Gerald Young cryth...@gmail.com: Please (this is a personal request) refrain from saying it didn't work. In a sense, that would be obvious or else you wouldn't have posted. Telling us and showing us what happened and why that wasn't what you wanted/expected helps us make sure a response explicitly fixes what's broken. (Which you did here and for which I am appreciative -- Thank you.) On point, though, try OTRS_TICKET_Title 2014-04-15 16:31 GMT-04:00 André Cavalcante treba.an...@gmail.com: Hi there, I'd like to insert the ticket subject in the Survey message. I was able to insert the ticket number, but not the subject. I've tried OTRS_CUSTOMER_SUBJECT but it didn't work. Any idea? Caro(a) usuário(a), Como você foi atendido? Avalie a qualidade do atendimento. Chamado #OTRS_TICKET_TicketNumber - Por favor, nos ajude a melhorar nossos serviços, responda à pesquisa de satisfação disponível no link abaixo: http://centraldeservicos.tre-ba.jus.br/otrs/public.pl?Action=PublicSurvey;PublicSurveyKey= OTRS_PublicSurveyKey Sua opinião é muito importante! Equipe de Suporte -- *André Luiz C. e Cavalcante, PMP, PRINCE2* - OTRS 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 -- *André Luiz C. e Cavalcante* Coordenador de Eleições TRE-BA / STI / COELE -- *André Luiz C. e Cavalcante* Coordenador de Eleições TRE-BA / STI / COELE - OTRS 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] Ticket subject
Hi there, I'd like to insert the ticket subject in the Survey message. I was able to insert the ticket number, but not the subject. I've tried OTRS_CUSTOMER_SUBJECT but it didn't work. Any idea? Caro(a) usuário(a), Como você foi atendido? Avalie a qualidade do atendimento. Chamado #OTRS_TICKET_TicketNumber - Por favor, nos ajude a melhorar nossos serviços, responda à pesquisa de satisfação disponível no link abaixo: http://centraldeservicos.tre-ba.jus.br/otrs/public.pl?Action=PublicSurvey;PublicSurveyKey= OTRS_PublicSurveyKey Sua opinião é muito importante! Equipe de Suporte -- *André Luiz C. e Cavalcante, PMP, PRINCE2* - OTRS 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] Ticket subject
Please (this is a personal request) refrain from saying it didn't work. In a sense, that would be obvious or else you wouldn't have posted. Telling us and showing us what happened and why that wasn't what you wanted/expected helps us make sure a response explicitly fixes what's broken. (Which you did here and for which I am appreciative -- Thank you.) On point, though, try OTRS_TICKET_Title 2014-04-15 16:31 GMT-04:00 André Cavalcante treba.an...@gmail.com: Hi there, I'd like to insert the ticket subject in the Survey message. I was able to insert the ticket number, but not the subject. I've tried OTRS_CUSTOMER_SUBJECT but it didn't work. Any idea? Caro(a) usuário(a), Como você foi atendido? Avalie a qualidade do atendimento. Chamado #OTRS_TICKET_TicketNumber - Por favor, nos ajude a melhorar nossos serviços, responda à pesquisa de satisfação disponível no link abaixo: http://centraldeservicos.tre-ba.jus.br/otrs/public.pl?Action=PublicSurvey;PublicSurveyKey= OTRS_PublicSurveyKey Sua opinião é muito importante! Equipe de Suporte -- *André Luiz C. e Cavalcante, PMP, PRINCE2* - OTRS 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] Ticket subject
Hi Gerald, you're right. Sorry about that. I'll be more specific next time. Objective: show the customer in the Survey message which ticket he/she will evaluate. I can already tell him the ticket number, because I've inserted the tag OTRS_TICKET_TicketNumber. But a customer suggested to show also the subject so that he/she doesn't need to access the web interface to see what that ticket was about. Action: I've inserted tag OTRS_CUSTOMER_SUBJECT Result: It didn't bring any result. Desired result: Show the ticket subject in the Survey message Thanks again, I'll try the tag you've suggested. 2014-04-15 18:18 GMT-03:00 Gerald Young cryth...@gmail.com: Please (this is a personal request) refrain from saying it didn't work. In a sense, that would be obvious or else you wouldn't have posted. Telling us and showing us what happened and why that wasn't what you wanted/expected helps us make sure a response explicitly fixes what's broken. (Which you did here and for which I am appreciative -- Thank you.) On point, though, try OTRS_TICKET_Title 2014-04-15 16:31 GMT-04:00 André Cavalcante treba.an...@gmail.com: Hi there, I'd like to insert the ticket subject in the Survey message. I was able to insert the ticket number, but not the subject. I've tried OTRS_CUSTOMER_SUBJECT but it didn't work. Any idea? Caro(a) usuário(a), Como você foi atendido? Avalie a qualidade do atendimento. Chamado #OTRS_TICKET_TicketNumber - Por favor, nos ajude a melhorar nossos serviços, responda à pesquisa de satisfação disponível no link abaixo: http://centraldeservicos.tre-ba.jus.br/otrs/public.pl?Action=PublicSurvey;PublicSurveyKey= OTRS_PublicSurveyKey Sua opinião é muito importante! Equipe de Suporte -- *André Luiz C. e Cavalcante, PMP, PRINCE2* - OTRS 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 -- *André Luiz C. e Cavalcante* Coordenador de Eleições TRE-BA / STI / COELE - OTRS 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] (no subject)
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Re: [otrs] (no subject)
See the link at the bottom of every message to the list. 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] Adding Subject to Survey
I am trying to add the following tag to my survey but it does not pull any data. OTRS_CUSTOMER_SUBJECT[20] Does anyone know a trick to getting the subject to appear in the survey email so users know which ticket they are responding to? I'm on OTRS 3.0.8. Thanks, Kirby L. Fell Director of Educational Technology Cambrian School District 4115 Jacksol Drive San Jose, CA 95124 fe...@cambriansd.orgmailto:fe...@cambriansd.org - OTRS 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] (no subject)
SingIe m0ms and teenagers are making reaI m0ney fr0m h0me. http://crouic5webserver.com/httpplaonline-2.php?zuhuyahooID=90 Thu, 31 May 2012 9:08:43 _ But Tomgive him five cents to keep quiet, and said we would all go home and meetnext week, and rob somebody and kill some people. kallei wilfryd - OTRS 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] (no subject)
http://mysidians.aegema.com/images/liugvtm.htm - OTRS 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] (no subject)
Hello, how can i add the queue, Sla, type and priority dropdown field into the agentticketcompose module? Now, I add fields in agentticketcompose.pm but don't display in html Regards- OTRS 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] (no subject)
hello, someone else will arrive MESSAGES triplicate, or is it just my problem. Julio Cesar Angulo Quiroz Telf.: 997066155 - OTRS 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] (no subject)
Dear All, Can somebody please give us a pointer regarding the evaluation of OTRS? We are planning to evaluate OTRS with the ITSM modules. I heard that OTRS version 3.0 is not yet compatible with ITSM or vice-versa. Is it correct? If this is correct, should we evaluate the older version of OTRS which is 2.4 and much stable. Which ITSM version we should evaluate with OTRS 2.4? We are looking for ITIL processes along with basic OTRS functionality, so appreciate if somebody show me a direction please. Regards Sudhir - OTRS 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] Same subject line in Zoom ticket
What should be the value given to
Ticket::Frontend::AgentTicketNote###Subject: in order to capture original
subject of the ticket ?
Currently its $Text{Note} .
I have tried $Article{Subject}, $Data{Subject},
$GetParam{Subject} , $QData{Subject}but none is working.
Thanks...
Pradumna Maheshwari
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[otrs] Customizing Subject Line of the Ticket
My objective is to change the subject line of the ticket to the customer ID. Explanation: When a customer logs in and creates a ticket, the subject line of that ticket should be the customerID of the customer who is creating the ticket. Is there a way we could do this through the web interface or does it require editing the source code, if so which of the file(s) needs to be edited. Thanks in advance. -- Roopesh - OTRS 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] Ticket Subject Agent/Customer view ist different
Hello, I got the following problem. After a ticket has been created a customer adds a note or something to the ticket and changes/gives a new subject. After that, agents will still get the orginial (main) subject while the customer will be provided with the last given subject. Is is possible to change the behaviour of the customer interface to the one in the agent interface to allways display the original ticket subject ? Greets max -- Max Bidlingmaier IT-Administration e.sigma Technology AG Ehrenbergstraße 11 98693 Ilmenau / Germany Tel.: +49 (0) 3677 668 230 Fax.: +49 (0) 3677 668 2333 e.sigma Technology AG, Ehrenbergstr. 11, 98693 Ilmenau Vorstand / General Manager: Detlef Mämpel Vors. d. AR / Supervisory Board Chairman: Joseph Müllner Registergericht / Trade Registry : Amtsgericht Jena HRB 500 638 Geschäftssitz / Business Location: Ilmenau Diese E-Mail enthält vertrauliche und/oder rechtlich geschützte Informationen. Wenn Sie nicht der richtige Adressat sind oder diese E-Mail irrtümlich erhalten haben, informieren Sie bitte sofort den Absender und vernichten Sie diese Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser Mail ist nicht gestattet. This e-mail may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and destroy this e-mail. Any unauthorized copying, disclosure or distribution of the material in this e-mail is strictly forbidden. - OTRS 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] Ticket Subject Agent/Customer view ist different
Hi, have a look here http://wiki.otrs-forum.de/index.php?title=Show_Ticket_Title_in_Customer_Interface regards, Anton. 19.04.2010 13:11, Max Bidlingmaier пишет: Hello, I got the following problem. After a ticket has been created a customer adds a note or something to the ticket and changes/gives a new subject. After that, agents will still get the orginial (main) subject while the customer will be provided with the last given subject. Is is possible to change the behaviour of the customer interface to the one in the agent interface to allways display the original ticket subject ? Greets max - OTRS 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] Empty Subject In ticket Updates
Hello All, I've posted a couple questions on here and have received some very good responses so thank you in advance. I've seen this question posted a couple times, but have yet to see a solution. My problem is the blank subject every time a customer updates a ticket. Is there some way to set this subject to the original subject? It is very hard to keep track of the tickets when the subject is changing all of the time. In addition, our customers updates will all be pertaining to the same subject so why should they need to re-enter this every time? Ideally, this field would be removed altogether and the subject would be set to retrieve the original subject. In this case, I need to know what file and specifically what variable to modify in order to be able to remove the subject field from the dtl file. Right now if I remove it I get errors because no subject is set. I would settle for having the text field still there but pre-populated with the original subject. This way, the customer does not have to re-enter the subject each time. Is there a variable I can reference in the dtl that has this value? If not, is it possible to call the msyql module from the dtl file (if so, how is this done)? (using otrs 2.4.5) Thanks, Scott - OTRS 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] Ticket Subject Rules
Hello. As I understand, GenericAgent works with already created tickets but I need anything tool that will processing uncreated tickets i.e. during it's creation. Gazizov Andrey wrote: Hi Leonardo! Thanks a lot! I will read it ;-) Leonardo Certuche wrote: Hi, Have you read /opt/otrs/Kernel/Config/GenericAgent.pm.examples ? There you can find several examples on how to process tickets depending on its subject Leonardo Certuche On Wed, Feb 10, 2010 at 5:21 AM, Gazizov Andrey moonshi...@retn.net mailto:moonshi...@retn.net wrote: Good day. Is it possible in OTRS when creating new ticket if the subject of it failed to meet certain conditions (described in configs or other places) ticket has not created and an error message is printed? Thanks in advance. -- Best regards, Andrey Gazizov - OTRS 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/ -- Best regards, Andrey Gazizov RETN - OTRS 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] Ticket Subject Rules
PostMaster Filter? -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gazizov Andrey Sent: Thursday, 11 February 2010 10:58 PM To: User questions and discussions about OTRS. Subject: [otrs] Ticket Subject Rules Hello. As I understand, GenericAgent works with already created tickets but I need anything tool that will processing uncreated tickets i.e. during it's creation. Gazizov Andrey wrote: Hi Leonardo! Thanks a lot! I will read it ;-) Leonardo Certuche wrote: Hi, Have you read /opt/otrs/Kernel/Config/GenericAgent.pm.examples ? There you can find several examples on how to process tickets depending on its subject Leonardo Certuche On Wed, Feb 10, 2010 at 5:21 AM, Gazizov Andrey moonshi...@retn.net mailto:moonshi...@retn.net wrote: Good day. Is it possible in OTRS when creating new ticket if the subject of it failed to meet certain conditions (described in configs or other places) ticket has not created and an error message is printed? Thanks in advance. -- Best regards, Andrey Gazizov - OTRS 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/ -- Best regards, Andrey Gazizov RETN - OTRS 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] Ticket Subject Rules
Don't think so, I will try to use it. Probably it possible do with ACL but I'm not sure about it. Maybe anybody faces with same task. Any advice would be helpful for me. James Morgan wrote: PostMaster Filter? -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gazizov Andrey Sent: Thursday, 11 February 2010 10:58 PM To: User questions and discussions about OTRS. Subject: [otrs] Ticket Subject Rules Hello. As I understand, GenericAgent works with already created tickets but I need anything tool that will processing uncreated tickets i.e. during it's creation. Gazizov Andrey wrote: Hi Leonardo! Thanks a lot! I will read it ;-) Leonardo Certuche wrote: Hi, Have you read /opt/otrs/Kernel/Config/GenericAgent.pm.examples ? There you can find several examples on how to process tickets depending on its subject Leonardo Certuche On Wed, Feb 10, 2010 at 5:21 AM, Gazizov Andrey moonshi...@retn.net mailto:moonshi...@retn.net wrote: Good day. Is it possible in OTRS when creating new ticket if the subject of it failed to meet certain conditions (described in configs or other places) ticket has not created and an error message is printed? Thanks in advance. -- Best regards, Andrey Gazizov - OTRS 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/ -- Best regards, Andrey Gazizov RETN - OTRS 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] Ticket Subject Rules
Good day. Is it possible in OTRS when creating new ticket if the subject of it failed to meet certain conditions (described in configs or other places) ticket has not created and an error message is printed? Thanks in advance. -- Best regards, Andrey Gazizov - OTRS 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] Ticket Subject Rules
Hi, Have you read /opt/otrs/Kernel/Config/GenericAgent.pm.examples ? There you can find several examples on how to process tickets depending on its subject Leonardo Certuche On Wed, Feb 10, 2010 at 5:21 AM, Gazizov Andrey moonshi...@retn.net wrote: Good day. Is it possible in OTRS when creating new ticket if the subject of it failed to meet certain conditions (described in configs or other places) ticket has not created and an error message is printed? Thanks in advance. -- Best regards, Andrey Gazizov - OTRS 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] Ticket Subject Rules
Hi Leonardo! Thanks a lot! I will read it ;-) Leonardo Certuche wrote: Hi, Have you read /opt/otrs/Kernel/Config/GenericAgent.pm.examples ? There you can find several examples on how to process tickets depending on its subject Leonardo Certuche On Wed, Feb 10, 2010 at 5:21 AM, Gazizov Andrey moonshi...@retn.net mailto:moonshi...@retn.net wrote: Good day. Is it possible in OTRS when creating new ticket if the subject of it failed to meet certain conditions (described in configs or other places) ticket has not created and an error message is printed? Thanks in advance. -- Best regards, Andrey Gazizov - OTRS 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/ -- Best regards, Andrey Gazizov RETN - OTRS 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] (no subject)
Trying to send an empty answer my mail From is as follows OTRS System o...@localhost * invalid o...@localhost (Invalid syntax)! Any ideas where this is configured? - OTRS 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] (no subject)
Hi In system Logs I am getting the folloing logs: Mon Dec 21 12:14:52 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:52 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:52 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:52 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:52 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:52 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:52 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:51 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:50 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:50 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:50 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:50 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:50 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:50 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:14:50 2009 error OTRS-CGI-10 No such TicketID (CustomerSupportTicket)! Mon Dec 21 12:12:16 2009 notice OTRS-CGI-10 Removed SessionID 1066fa88f4a8cfb8f07f7c4b796e218186. Before this such logs were seen at Mon Dec 21 11:28:32 2009 ... and so on. Please tell what is the issue and how it can be solved. regards, amit The INTERNET now has a personality. YOURS! See your Yahoo! Homepage. http://in.yahoo.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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] (no subject)
Hello. I noticed that Apache sometimes causes errors on the OTRS server (there appears a Windows standard message 'Application has crashed'), however, the Apache service keeps running and OTRS keeps working without any visible problems. In the Apache error log I found these lines created just about the time when the error appears: [Thu Dec 17 16:42:18 2009] [notice] Apache/2.2.10 (Win32) mod_perl/2.0.4-dev Perl/v5.10.0 configured -- resuming normal operations [Thu Dec 17 16:42:18 2009] [notice] Server built: Oct 10 2008 12:39:04 [Thu Dec 17 16:42:18 2009] [notice] Parent: Created child process 3148 [Thu Dec 17 16:42:33 2009] [notice] Child 3148: Child process is running [Thu Dec 17 16:42:34 2009] [notice] Child 3148: Acquired the start mutex. [Thu Dec 17 16:42:34 2009] [notice] Child 3148: Starting 64 worker threads. [Thu Dec 17 16:42:34 2009] [notice] Child 3148: Starting thread to listen on port 8080. [Thu Dec 17 16:42:51 2009] [notice] Parent: child process exited with status 3221225477 -- Restarting. Can somebody explain what is happening to Apache and how it could be fixed? Cheers, Ilya - OTRS 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 subject)
Is this running on a Linux server? If it is it would be good to see if there is anything in the system messages log at the same time (this is in /var/log/messages if you're not familliar). If it is a windows server check the event viewer for other errors. Is the server only being used to host OTRS or are you using it for other services too? Rory -- Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/12/17 Ilya Kornev feldpo...@mail.ru: Hello. I noticed that Apache sometimes causes errors on the OTRS server (there appears a Windows standard message 'Application has crashed'), however, the Apache service keeps running and OTRS keeps working without any visible problems. In the Apache error log I found these lines created just about the time when the error appears: [Thu Dec 17 16:42:18 2009] [notice] Apache/2.2.10 (Win32) mod_perl/2.0.4-dev Perl/v5.10.0 configured -- resuming normal operations [Thu Dec 17 16:42:18 2009] [notice] Server built: Oct 10 2008 12:39:04 [Thu Dec 17 16:42:18 2009] [notice] Parent: Created child process 3148 [Thu Dec 17 16:42:33 2009] [notice] Child 3148: Child process is running [Thu Dec 17 16:42:34 2009] [notice] Child 3148: Acquired the start mutex. [Thu Dec 17 16:42:34 2009] [notice] Child 3148: Starting 64 worker threads. [Thu Dec 17 16:42:34 2009] [notice] Child 3148: Starting thread to listen on port 8080. [Thu Dec 17 16:42:51 2009] [notice] Parent: child process exited with status 3221225477 -- Restarting. Can somebody explain what is happening to Apache and how it could be fixed? Cheers, Ilya - OTRS 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] (no subject)
Hi Chris, Actually, this would not be too difficult to implement. With use of ACLs to hide/show options depending of the status this can be reached. I would advise you though to first try to draw the process and the status changes, make sure it works OK for you and then try to implement it in OTRS. ((enjoy)) - Michiel Beijen RD OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial register: 10751, Tax ID: 003 240 97505 Chairman of the Board: Burchard Steinbild, Managing Board: André Mindermann (CEO), Martin Edenhofer CU@ CeBIT 2010 in Hannover (Germany) and get to know more about OTRS at booth no. C37, in hall 2 from March 2-6, 2010! http://bit.ly/7uyQfY On Thu, Dec 10, 2009 at 11:11 PM, Chris Johnson cjohn...@technogymusa.comwrote: Greetings, I’m fairly new to OTRS, so excuse the newbie questions and all, and please point me to some specific examples, if already out there. Our CEO has been impressed with our IT groups use of OTRS as a ticketing system for a couple of years now (OTRS 2.2.X). We use it pretty simply out of the box, without any real modification and fiddling (all agents and customers are internal so everybody authenticates from our LDAP/AD). He really likes that it has automated messages back to the customer letting them know of state changes, owner changes, etc… He’d like to go and implement this in regards to our service department. The catch is that they want to go and have special “States” that a ticket (service request) goes though, with notifications on each of those, and possibly auto triggers pushing the ticket along to the next state. For example, we’d have something like this: · Service Ticket Issued · Service Ticket Updated - Parts Shipment · Service Ticket Updated - Repair Scheduled · Service Ticket Updated - Repair Rescheduled · Service Ticket Completed - Parts Delivered · Service Ticket Completed - Repair Completed Now, I know that I can go and update states, via: http://doc.otrs.org/2.4/en/html/x1989.html And that’s great and all, but going a bit beyond that, I’m perplexed. What I’d like to see is a “Order Parts” button or dropdown somewhere, which would then put the ticket into a “Parts Ordered” state, then a “Shipped Parts” which would put the ticket into a “Parts Shipped” state, etc…. I’ve set up a new system, loaded OTRS 2.4.5 on it, and am trying to see about that configuration. Any help or pointers in the right direction would be GREATLY appreciated. Thanks! Chris Johnson IT Manager Technogym USA 830 4th Ave South, Suite 300 | Seattle, WA 98134 Toll Free: (800) 804-0952 x 332 | Phone: (206) 623-1488 x 332 Mobile: (206) 245-6648 | Fax: (206) 623-1898 Email: cjohn...@technogymusa.com | www.technogymusa.com [image: VISIO The NEW way to engage and interact with your members] Please visit our website for information on our Wellness Solutions at http://www.technogymusa.com Disclaimer: This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. If verification is required please request a hard-copy version. Any views or opinions presented are solely those of the author and do not necessarily represent those of the company. - OTRS 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/ i- OTRS 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] (no subject)
Greetings, I'm fairly new to OTRS, so excuse the newbie questions and all, and please point me to some specific examples, if already out there. Our CEO has been impressed with our IT groups use of OTRS as a ticketing system for a couple of years now (OTRS 2.2.X). We use it pretty simply out of the box, without any real modification and fiddling (all agents and customers are internal so everybody authenticates from our LDAP/AD). He really likes that it has automated messages back to the customer letting them know of state changes, owner changes, etc... He'd like to go and implement this in regards to our service department. The catch is that they want to go and have special States that a ticket (service request) goes though, with notifications on each of those, and possibly auto triggers pushing the ticket along to the next state. For example, we'd have something like this: * Service Ticket Issued * Service Ticket Updated - Parts Shipment * Service Ticket Updated - Repair Scheduled * Service Ticket Updated - Repair Rescheduled * Service Ticket Completed - Parts Delivered * Service Ticket Completed - Repair Completed Now, I know that I can go and update states, via: http://doc.otrs.org/2.4/en/html/x1989.html And that's great and all, but going a bit beyond that, I'm perplexed. What I'd like to see is a Order Parts button or dropdown somewhere, which would then put the ticket into a Parts Ordered state, then a Shipped Parts which would put the ticket into a Parts Shipped state, etc I've set up a new system, loaded OTRS 2.4.5 on it, and am trying to see about that configuration. Any help or pointers in the right direction would be GREATLY appreciated. Thanks! Chris Johnson IT Manager Technogym USA 830 4th Ave South, Suite 300 | Seattle, WA 98134 Toll Free: (800) 804-0952 x 332 | Phone: (206) 623-1488 x 332 Mobile: (206) 245-6648 | Fax: (206) 623-1898 Email: cjohn...@technogymusa.com | www.technogymusa.comhttp://www.technogymusa.com/ [cid:image99371d.jpg@ff2435cf.fa174be0] Please visit our website for information on our Wellness Solutions at http://www.technogymusa.comhttp://www.technogymusa.com/ Disclaimer: This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. If verification is required please request a hard-copy version. Any views or opinions presented are solely those of the author and do not necessarily represent those of the company. inline: i- OTRS 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 subject)
Chris Johnson wrote : [...] The catch is that they want to go and have special “States” that a ticket (service request) goes though, with notifications on each of those, and possibly auto triggers pushing the ticket along to the next state. [...] Hello Chris, you could use the GenericAgent for the automatic state changes and perhaps the new event based notification system for the additonal automatic customer notifications. Also look at ACLs to ensure that your agents don't break the desired workflow. Finally look at the developer manual to get an idea of the expandability of OTRS if you can't realize the wishes with the built-in functionality. Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] (no subject)
Hi, I'm having the folowing error after upgrading my OTRS version 2.3.3 to 2.4.3. When I run the command ./bin/SetPermissions.pl /opt/otrs otrs wwwrun and the following error occurs: linux-j9b5:/opt/otrs # ./bin/SetPermissions.pl /opt/otrs otrs wwwrun bin/SetPermissions.pl 1.8 - set OTRS file permissions Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ Setting permissions on /opt/otrs Setting permissions on /opt/otrs/var Setting permissions on /opt/otrs/bin/* Setting permissions on /opt/otrs/scripts/*.pl Setting permissions on Kernel/Config.pm Setting owner rw and group ro permissions on /opt/otrs/ Setting owner rw and group ro permissions on /opt/otrs/.procmailrc Error in chown 0 0 /opt/otrs/.procmailrc: No such file or directory Software error: ERROR: Need write permission in OTRS home Try: $OTRS_HOME/bin/SetPermissions.pl !!! What am I doing wrong? Thanks, _ Você sabia que com o Hotmail você tem espaço ilimitado para guardar seus e-mails? Começe a usar já! http://www.microsoft.com/brasil/windows/windowslive/products/hotmail.aspx- OTRS 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] From/Subject field in Locked Tickets view
Hi Everyone, I have an auto notification (event) set up so that when an agent locks a ticket the customer receives an e-mail stating which agent has locked it. Once a ticket has been locked, it's original subject header is retained in the dashboard view (ie Issue with Server01 for example). However, if I go into my Locked Ticket view (otrs/index.pl?Action=AgentTicketLockedView) the subject header has changed to OTRS System o...@localhostTicket has been assigned! rather than Issue with Server01. Is there a way to retain the original subject header in the locked tickets view regardless of what notifications are sent out? Thanks, David - OTRS 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] (no subject)
Hi I get this message when I log on. Invalid argument at /opt/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 83, PRODUCT line 4. could someone explain to me what this message means and what I need to do to get OTRS working again? Thanks - OTRS 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] (no subject)
I keep getting these errors in our system log OTRS-GenericAgent-10 Can't create PID GenericAgent, because it's already running (domain.com/15148)! The domain was changed in the email and the number is different on each line of the log. I was also wondering how to clear the system log. I have fixed most of them and need a clean log to see if they are coming up again. Thank you Dillon - OTRS 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] (no subject)
Hello everybody, I would like to add a field to drop the tickets tell me where that is underway. Thanks a greeting Carlos Guerra Este mensaje se dirige exclusivamente a su destinatario y puede contener informaci?n privilegiada o confidencial. Si no es vd. el destinatario indicado, queda notificado de que la utilizaci?n, divulgaci?n y/o copia sin autorizaci?n est? prohibida en virtud de la legislaci?n vigente. Si ha recibido este mensaje por error, le rogamos que nos lo comunique inmediatamente por esta misma v?a y proceda a su destrucci?n. Aquest missatge va dirigit exclusivament al seu destinatari i pot contenir informaci? privilegiada o confidencial. Si vost? no ?s el destinatari indicat, li notifiquem que la utilitzaci?, divulgaci? i/o c?pia sense autoritzaci? est? prohibida en virtud de la legislaci? vigent. Si ha rebut aquest missatge per error, li preguem que ens ho comuniqui el m?s aviat possible. - OTRS 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] (no subject)
Hi, I have successfully implemented in my windows environment but dont know how to implement/configure Survey module. I can create survey but it does not send an email/notification to user about survey? does anyone know how to do that? any help will be appriciated. thanks in advance. - nilesh __- OTRS 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] (no subject)
Hello Everyone! I want to set the phone-ticket's first column is customer ID and change its name to Mobile Phone. And make a new Create buttom at the top of right. I haved used much time to found that how to change above setting in admin sysconfig. Hope someone can help me. Thanks a lot. Best Regards, Sam Tse _ - OTRS 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] (no subject)
Hy all, I'm knocking my head off working on : - creating a custom stat query which return for all tickets in a definied queue, the first response time. - creating a custom stat query which will return number of tickets in a definied queue who are below the first response escalation time and those who are +after the first response escalation time. anyone have already done that or know how to create the custom stat ? Thanks for your help, Rachid - OTRS 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] (no subject)
Hi , please help me with configuring sqlserver2005 to Otrs. i have added DSN -system DSN connecting to OTRS in Config.pm. lndex.pl page is coming ,when i enter r...@localhost and password.page can't found error is coming. Regds Ravi Shankar - OTRS 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 subject)
Could you provide your config.pm and your logs? Afshar Mohebbi On Mon, May 18, 2009 at 7:17 PM, ravi shanker rshanker...@yahoo.com wrote: Hi , please help me with configuring sqlserver2005 to Otrs. i have added DSN -system DSN connecting to OTRS in Config.pm. lndex.pl page is coming ,when i enter r...@localhost and password.page can't found error is coming. Regds Ravi Shankar - OTRS 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] Ticket subject length
Thank you very much. Med venlig hilsen / Best regards Ulrich Fra: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] På vegne af Frans Stekelenburg Sendt: 3. marts 2009 20:52 Til: User questions and discussions about OTRS. Emne: Re: [otrs] Ticket subject length Ulrich, Notifications, as shown in your example, are defined through 'Admin' - 'Notification'. There for example the English template en::Agent::NewTicket has as Subject: 'New ticket notification! (OTRS_CUSTOMER_SUBJECT[24]) '. Obviously by changing 24 to a higher value you would see more. The value is limited by sysconfig option Ticket::SubjectSize (default 100) For auto response to a customer, you will need to adjust the Subject field of the appropriate Auto Response template, under 'Admin' - 'Auto Responses'. KR, Frans From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Ulrich Gøhns Sent: dinsdag 3 maart 2009 15:08 To: otrs@otrs.org Subject: [otrs] Ticket subject length Hello, Is it possible to change the length of the ticket subject sent in mails? Example: I am trying to print out, but the printer does not work it gets cut off to [SR#000] New ticket notification! (I am trying to print out [...]) I found an old thread with the same question: http://lists.otrs.org/pipermail/otrs/2004-March/003999.html, but I can't find the files mentioned in one of the replies. Probably an old version of OTRS. The thread is from 2004. Med venlig hilsen / Best regards Ulrich Gøhns - OTRS 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] Ticket subject length
Hello, Is it possible to change the length of the ticket subject sent in mails? Example: I am trying to print out, but the printer does not work it gets cut off to [SR#000] New ticket notification! (I am trying to print out [...]) I found an old thread with the same question: http://lists.otrs.org/pipermail/otrs/2004-March/003999.html, but I can't find the files mentioned in one of the replies. Probably an old version of OTRS. The thread is from 2004. Med venlig hilsen / Best regards Ulrich Gøhns - OTRS 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] Ticket subject length
Ulrich, Notifications, as shown in your example, are defined through 'Admin' - 'Notification'. There for example the English template en::Agent::NewTicket has as Subject: 'New ticket notification! (OTRS_CUSTOMER_SUBJECT[24]) '. Obviously by changing 24 to a higher value you would see more. The value is limited by sysconfig option Ticket::SubjectSize (default 100) For auto response to a customer, you will need to adjust the Subject field of the appropriate Auto Response template, under 'Admin' - 'Auto Responses'. KR, Frans From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Ulrich Gøhns Sent: dinsdag 3 maart 2009 15:08 To: otrs@otrs.org Subject: [otrs] Ticket subject length Hello, Is it possible to change the length of the ticket subject sent in mails? Example: I am trying to print out, but the printer does not work it gets cut off to [SR#000] New ticket notification! (I am trying to print out [...]) I found an old thread with the same question: http://lists.otrs.org/pipermail/otrs/2004-March/003999.html, but I can't find the files mentioned in one of the replies. Probably an old version of OTRS. The thread is from 2004. Med venlig hilsen / Best regards Ulrich Gøhns - OTRS 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] hiding subject field
Hello list, We are configuring OTRS 2.3.4 and in the customer´s page, when clicked one of the user´s tickets, another view shows the details and messages exchanged regarding that ticket. On the bottom of the page, there are 2 fields, one for the subject and another for entering a text. What we want to do is to hide or disable the subject field in order to avoid changing of the subject after the ticket creation. Searched on the net, manuals and SYSCONFIG but could not find something on this yet. Is it possible? How it can be done? Thanks you all in advance. Mauricio. - OTRS 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] hiding subject field
List,
We were able to workaround this issue by altering the file
CustomerTicketZoom.dtl.
On block !-- dtl:block:FollowUp -- we changed this following line...
input type=text name=Subject value=$QData{Subject} size=70/
... by this ...
input type=hidden name=Subject value=$QData{Title} size=70/
Hope this can help someone sometime!
From: Maurício Ramos
Sent: quinta-feira, 26 de fevereiro de 2009 10:08
To: 'otrs@otrs.org'
Subject: hiding subject field
Hello list,
We are configuring OTRS 2.3.4 and in the customer´s page, when clicked one of
the user´s tickets, another view shows the details and messages exchanged
regarding that ticket. On the bottom of the page, there are 2 fields, one for
the subject and another for entering a text. What we want to do is to hide or
disable the subject field in order to avoid changing of the subject after the
ticket creation. Searched on the net, manuals and SYSCONFIG but could not find
something on this yet. Is it possible? How it can be done? Thanks you all in
advance. Mauricio.
-
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[otrs] (no subject)
can we migrate otrs (which is customized ) from linux to windows . If yes can u tell me the procedure Add more friends to your messenger and enjoy! Go to http://messenger.yahoo.com/invite/___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Default subject value for customer follow up
Hello the list,
I'm trying to set a default value for the subject field of the
CustomerTicketZoom form.
The corresponding code is:
input type=text name=Subject value=$QData{Subject} size=70/
and $QData{Subject} is always empty. Is there a way to fill this variable
with the content of the first article's subject to prevent the customer to set
a new subject at each reply ? I tried to replace $QData{Subject} with
$QData{Article::Subject} but it's always empty. Is there also a way to dump
the content of $QData ?
Thanks beforehand.
--
Sebastien Bourgasser
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[otrs] Ticket subject format
Hi, How to change the subject format of the update tickets? Now it shows like [Ticket#20081025] [[...]. I think it got duplicated subject from every update/follow up tickets. Thanks David _ ___ OTRS 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] (no subject)
need help please all of a sudden without making any changes we get this message when we try to forward a ticket; invalid [EMAIL PROTECTED] (invalid Syntax) I checked the AdminSystemAddress and it looks right. what am I missing? thanks, -Tony _ Back to work after baby–how do you know when you’re ready? http://lifestyle.msn.com/familyandparenting/articleNW.aspx?cp-documentid=5797498ocid=T067MSN40A0701A___ OTRS 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] (no subject)
What first comes to mind is that, [EMAIL PROTECTED], isn't a valid email address. Your SMTP server may have been secured to not accept such invalid addresses. I ?think? this may be corrected from the admin section under the Email Addresses section. Verify that the address associated to that queue is a valid address. LQ _ From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Tony Canale Sent: Thursday, May 01, 2008 7:06 PM To: otrs@otrs.org Subject: [otrs] (no subject) need help please all of a sudden without making any changes we get this message when we try to forward a ticket; invalid [EMAIL PROTECTED] (invalid Syntax) I checked the AdminSystemAddress and it looks right. what am I missing? thanks, -Tony ___ OTRS 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 subject)
Email filters are not working; I have OTRS in windows using SMTP which works fine. We can email each other using OTRS. But when I set Postmaster filters,... they don them in postmaster filter set up as Match Header1: TO --- Value:[EMAIL PROTECTED] Set Header1: X-OTRS-Queue --- Value: Phone (phone is one of my queues) The emails address itself works fine, but they are not going to the filter queue that I have set up. Any emails that are coming in to [EMAIL PROTECTED] are not going to the phone queue. Do I need a pop or IMAP for this? Like I said it receive email from it. Can you please help? Thanks, -Tony _ Going green? See the top 12 foods to eat organic. http://green.msn.com/galleries/photos/photos.aspx?gid=164ocid=T003MSN51N1653A___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? = http://www.otrs.com/___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? = http://www.otrs.com/
[otrs] (no subject)
Email filters are not working; I have OTRS in windows using SMTP which works fine. We can email each other using OTRS. But when I set Postmaster filters,... they don’t work. I have them in postmaster filter set up as…. Match Header1: TO --- Value:[EMAIL PROTECTED] Set Header1: X-OTRS-Queue --- Value: Phone (phone is one of my queues) The emails address itself works fine, but they are not going to the filter queue that I have set up. Any emails that are coming in to [EMAIL PROTECTED] are not going to the phone queue. Do I need a pop or IMAP for this? Like I said it’s a true email because we can send and receive email from it. Can you please help? Thanks, -Tony _ Going green? See the top 12 foods to eat organic. http://green.msn.com/galleries/photos/photos.aspx?gid=164ocid=T003MSN51N1653A___ OTRS 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 subject)
I tried using Note internal and Note external, but still same thing. what are we doing wrong? Message: 4 Date: Wed, 2 Apr 2008 09:13:15 +0200 From: Nils Breunese (Lemonbit) [EMAIL PROTECTED] Subject: Re: [otrs] Customer can't see my comments To: User questions and discussions about OTRS.org otrs@otrs.org Message-ID: [EMAIL PROTECTED] Content-Type: text/plain; charset=US-ASCII; format=flowed; delsp=yes Tony Canale wrote: Customer can't see my comments: when an agent closes a ticket, with comments, the customer that created the ticket gets the email notification but the comments don't show in the body of the email. (they doesn't show in their customer queue either,... it only states that its been closed by the agents. The only time that the comments show up is when I use compose answer email, instead of close link. why are the comments not showing up? Maybe because the type is note-internal for instance? Nils Breunese _ Pack up or back up–use SkyDrive to transfer files or keep extra copies. Learn how. hthttp://www.windowslive.com/skydrive/overview.html?ocid=TXT_TAGLM_WL_Refresh_skydrive_packup_042008___ OTRS 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 subject)
Hi all, Full text search is not working for freekey fields added.The freekeys are appearing in search window and are searchable .But full text search is not working.If Iwant to search something I need to give the whole text for searching.then only it will give result.For all other fields full-text search is working properly.Can onyone help solving this problem.___ OTRS 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 subject)
Hi, While searching with the ticketfreetext, unlike other fields i need to give the whole text for getting the search result.For eg i have a ticketfreetext field problem description in my search page. I actually have a ticket with value Virus alert for problem description(ticketfreetext).if i want to search for that ticket ,i need to give the whole virus alert in problem description field in search page. Then only i will get the search result. If i give virus or alert search wont work.But the partial search is working for all other fields other than ticketfreetexts.For me partial search should also work well with ticketfreetext search.Can anyone guide me to the solution. Advance thanks for help Regards Vimal___ OTRS 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] (no subject)
Does this act as some sort of ticket reindexing. I deleted a number of tickets in the past, does this clean up the database? -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Torsten Thau Sent: Saturday, January 12, 2008 2:53 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] (no subject) -BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Maurice James Ny schrieb: What is /opt/otrs/bin/RebuildTicketIndex.pl used for? ...if you use Ticket::IndexModule = StaticDB, this script rebuilds (updates) a table which is used instead of querying numbers of open tickets per queue etc. life from the db. See the SysConfig-area for more information. regards, Torsten Thau - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT GmbH - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 company pgp-key: 0x292F987D fax: +49 371 5347 625 http://www.cape-it.de AG Chemnitz - HRB 23192 -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.6 (GNU/Linux) iD8DBQFHiHHJvXo8m5PgoXQRAgzYAJwPavK8U7Gi1TJx+zusxVqoqyEdHACdH14G BSg+GMTy+eAJe0JbnVID+6I= =Qz8L -END PGP SIGNATURE- ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? = http://www.otrs.com/ ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] (no subject)
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Hi there, Maurice James Ny schrieb: Does this act as some sort of ticket reindexing. I deleted a number of tickets in the past, does this clean up the database? ...no it does not (if you refer to something like vacuum or some other db-own cleanup). It just updates the ticket_index table. regards, Torsten Thau - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.6 (GNU/Linux) iD8DBQFHimMfvXo8m5PgoXQRApSwAKCGvWktw//ZuD6dEYUG2d8GBQjwnwCeIBSc KJ1kfCIev7awDaNkyDigKHk= =opr6 -END PGP SIGNATURE- ___ OTRS 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 subject)
What is /opt/otrs/bin/RebuildTicketIndex.pl used for? ___ OTRS 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] (no subject)
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Maurice James Ny schrieb: What is /opt/otrs/bin/RebuildTicketIndex.pl used for? ...if you use Ticket::IndexModule = StaticDB, this script rebuilds (updates) a table which is used instead of querying numbers of open tickets per queue etc. life from the db. See the SysConfig-area for more information. regards, Torsten Thau - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT GmbH - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 company pgp-key: 0x292F987D fax: +49 371 5347 625 http://www.cape-it.de AG Chemnitz - HRB 23192 -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.6 (GNU/Linux) iD8DBQFHiHHJvXo8m5PgoXQRAgzYAJwPavK8U7Gi1TJx+zusxVqoqyEdHACdH14G BSg+GMTy+eAJe0JbnVID+6I= =Qz8L -END PGP SIGNATURE- ___ OTRS 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 : Re: [otrs] ticket subject on customer ZoomTicket interface
Hi,
Thanks a lot for your response, but even if I changed QData={subject} by
QData={Article::Subject} it dosn't work, do I have to do something else
after changing this value ?
thanks again
Laurent Minost [EMAIL PROTECTED] a écrit : Hi,
I think it's a bug, I noticed this problem a few weeks ago and did a
modification by myself but as I can't be sure it's a volunteer behaviour
or a real bug, I did not put an entry in OTRS bugzilla, maybe we should
do it ?
By the way, this is what I changed in
Kernel/Output/HTML/Standard/CustomerTicketZoom.dtl :
133c132
[input]
value=$QData{Article::Subject} size=70
---
[input]
value=$QData{Subject} size=70
Hope it will help,
Best regards,
Laurent MINOST
Tahar a écrit :
Hi,
I'm used Otrs v-2.0 on the customer interface when answering for support
feedback the subject of the message was inserted automatically and
contain the same one as the ticket subjet on its creation.
While upgraded to version 2.2.3 the subject is always blank, I would to
know how to do to let automatically the ticket's creation subject, to
not oblige the client to enter a subject only if he wants to change it.
Thank you for your help
___
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Re: [otrs] ticket subject on customer ZoomTicket interface
Hi,
I think it's a bug, I noticed this problem a few weeks ago and did a
modification by myself but as I can't be sure it's a volunteer behaviour
or a real bug, I did not put an entry in OTRS bugzilla, maybe we should
do it ?
By the way, this is what I changed in
Kernel/Output/HTML/Standard/CustomerTicketZoom.dtl :
133c132
input type=text name=Subject
value=$QData{Article::Subject} size=70
---
input type=text name=Subject
value=$QData{Subject} size=70
Hope it will help,
Best regards,
Laurent MINOST
Tahar a écrit :
Hi,
I'm used Otrs v-2.0 on the customer interface when answering for support
feedback the subject of the message was inserted automatically and
contain the same one as the ticket subjet on its creation.
While upgraded to version 2.2.3 the subject is always blank, I would to
know how to do to let automatically the ticket's creation subject, to
not oblige the client to enter a subject only if he wants to change it.
Thank you for your help
___
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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] ticket subject on customer ZoomTicket interface
Hi, I'm used Otrs v-2.0 on the customer interface when answering for support feedback the subject of the message was inserted automatically and contain the same one as the ticket subjet on its creation. While upgraded to version 2.2.3 the subject is always blank, I would to know how to do to let automatically the ticket's creation subject, to not oblige the client to enter a subject only if he wants to change it. Thank you for your help ___ OTRS 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-de] Subject bei eingefügten FAQ-Artikeln
Hallo Stefan, Kulcsar, Stefan [EMAIL PROTECTED] writes: ich habe das mal getestet wir haben auch 2.2.3 das Subject wird tatsächlich umbenannt wenn man allerdings die Antwort an den Customer schickt erscheint im Posteingang des Customers trotzdem die Ticketnummer in der Form Re:[Ticket#ticket_nr]... Stimmt, das kann ich bestätigen. Wieder ein Problem weniger :-) was aber blöd ist dass die Anrede danach kommt. stimmt, das ist etwas unschön, es muss dann manuell rausgelöscht werden. Viele Grüße Karsten -- Karsten Heymann ___ OTRS-de Mailingliste: otrs-de - Webpage: http://otrs.org/ Archiv: http://lists.otrs.org/pipermail/otrs-de/ Listenabo verwalten: http://lists.otrs.org/cgi-bin/listinfo/otrs-de/ Support oder Consulting fuer Ihr OTRS System? = http://www.otrs.com/
[otrs] Otrs email subject issue
Hi I have an issue can there be a way to increase the email subject I receive in OTRS I have another otrs running which sends me a ticket and then my otrs sends a notification to which a reply is generated by another otrs as a followup however due to subject being small that follow-up is created as a new ticket My guess is if I increase the subject line of incoming email longer the issue will be resolved Do let help me Thanks Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: mailto:[EMAIL PROTECTED] [EMAIL PROTECTED] http://www.pixsense.com/ www.pixsense.com ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Changing Subject
Can this be changed from a parameter in Sysconfig? On 10/24/07, Kamal [EMAIL PROTECTED] wrote: Dear Nils, AFAIK OTRS needs the ticket number in the subject to be able to keep track of what ticket the message belongs to. The problem is that it not only appends the TT number, but it appends it at the beginning of the subject. Is there way to force the Re: [Ticket#200710241039] to be inserted at the end of the subject (or in any place for that matter)? What exactly don't they accept? They don't accept except THEIR TT number to be at the beginning. I have no idea what system they use. Regards On 10/24/07, Nils Breunese (Lemonbit) [EMAIL PROTECTED] wrote: Kamal wrote: Greetings, I am using OTRS 2.1.6. When I am using Empty Response when replying to a TT, the default subject is the following: Re: [Ticket#200710241039] subject written If I delete the from the subject send the email, the email is sent with the Re: [Ticket#200710241039] appended automatically. How can I force OTRS not to change the subject that I send? I need to do the above since some recipients don't accept message except with specific subjects. Nils Breunese. ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? = http://www.otrs.com/ ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? = http://www.otrs.com/
RE: [otrs] Otrs email subject issue
Have you modified the otrs server number? (Not sure if that is what it's called.) I would !assume! that changing it would have the server recognize not to create a email loop. Q From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mujtaba Karim Sent: Thursday, October 25, 2007 7:14 AM To: otrs@otrs.org Subject: [otrs] Otrs email subject issue Hi I have an issue can there be a way to increase the email subject I receive in OTRS I have another otrs running which sends me a ticket and then my otrs sends a notification to which a reply is generated by another otrs as a followup however due to subject being small that follow-up is created as a new ticket My guess is if I increase the subject line of incoming email longer the issue will be resolved Do let help me Thanks Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] www.pixsense.com http://www.pixsense.com/ ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? = http://www.otrs.com/
[otrs] Changing Subject
Greetings, I am using OTRS 2.1.6. When I am using Empty Response when replying to a TT, the default subject is the following: Re: [Ticket#200710241039] subject written If I delete the Re: [Ticket#200710241039] from the subject send the email, the email is sent with the Re: [Ticket#200710241039] appended automatically. How can I force OTRS not to change the subject that I send? I need to do the above since some recipients don't accept message except with specific subjects. Regards ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Changing Subject
Kamal wrote: Greetings, I am using OTRS 2.1.6. When I am using Empty Response when replying to a TT, the default subject is the following: Re: [Ticket#200710241039] subject written If I delete the Re: [Ticket#200710241039] from the subject send the email, the email is sent with the Re: [Ticket#200710241039] appended automatically. How can I force OTRS not to change the subject that I send? AFAIK OTRS needs the ticket number in the subject to be able to keep track of what ticket the message belongs to. I need to do the above since some recipients don't accept message except with specific subjects. What exactly don't they accept? Nils Breunese. PGP.sig Description: Dit deel van het bericht is digitaal ondertekend ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Changing Subject
Dear Nils, AFAIK OTRS needs the ticket number in the subject to be able to keep track of what ticket the message belongs to. The problem is that it not only appends the TT number, but it appends it at the beginning of the subject. Is there way to force the Re: [Ticket#200710241039] to be inserted at the end of the subject (or in any place for that matter)? What exactly don't they accept? They don't accept except THEIR TT number to be at the beginning. I have no idea what system they use. Regards On 10/24/07, Nils Breunese (Lemonbit) [EMAIL PROTECTED] wrote: Kamal wrote: Greetings, I am using OTRS 2.1.6. When I am using Empty Response when replying to a TT, the default subject is the following: Re: [Ticket#200710241039] subject written If I delete the from the subject send the email, the email is sent with the Re: [Ticket#200710241039] appended automatically. How can I force OTRS not to change the subject that I send? I need to do the above since some recipients don't accept message except with specific subjects. Nils Breunese. ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? = http://www.otrs.com/ ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? = http://www.otrs.com/
[otrs] (no subject)
This is a repost, as there has been no positive response. This is now the THIRD TIME I am posting! I don't mean to be rude or confrontational, but the lack of response is disheartening. It is quickly damaging the perceived quality of OTRS. I have a new deployment of OTRS 2.2.3, with the OTRS Webmail client (v. 0.11.2). The Webmail client is disfunctional. The INBOX and other mailboxes work correctly. I can send mail with no problem, also. But, when clicking on a message to display it, I get the OTRS screen, and a View menu (with back/reply/reply-all/plain/delete), and a small grey area marked options, but the message never displays. If someone would like, I'll include a screenshot. There are no apparent errors showing in my Apache error log, nor in the system message log. The only error message is from the OTRS log: Wed Oct 10 10:19:19 2007 notice OTRS-CGI-10 Totally empty attachment part (1) In MS-Outlook, or any one of a number of webmail clients, there's no problem, so its not a structural issue with the email itself. Advice, anyone? -- Mark J. Nernberg ___ OTRS 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] (no subject)
Mark Nernberg wrote: This is a repost, as there has been no positive response. This is now the THIRD TIME I am posting! I don't mean to be rude or confrontational, but the lack of response is disheartening. It is quickly damaging the perceived quality of OTRS. I have a new deployment of OTRS 2.2.3, with the OTRS Webmail client (v. 0.11.2). The Webmail client is disfunctional. The INBOX and other mailboxes work correctly. I can send mail with no problem, also. But, when clicking on a message to display it, I get the OTRS screen, and a View menu (with back/reply/reply-all/plain/delete), and a small grey area marked options, but the message never displays. If someone would like, I'll include a screenshot. There are no apparent errors showing in my Apache error log, nor in the system message log. The only error message is from the OTRS log: Wed Oct 10 10:19:19 2007 notice OTRS-CGI-10 Totally empty attachment part (1) In MS-Outlook, or any one of a number of webmail clients, there's no problem, so its not a structural issue with the email itself. Advice, anyone? We're not using OTRS Webmail, so I can't comment on this. If you feel this is a bug, you can file a bug report at http://bugs.otrs.org/ and the devs will probably look at it (they don't seem to frequent this mailinglist). If you need commercial support see http:// otrs.org/support/. Nils Breunese. PGP.sig Description: Dit deel van het bericht is digitaal ondertekend ___ OTRS 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 subject)
hi all i am using OTRS version 2.2.1.002 which seems have few bugs. the perl.exe and httpd.exe keeps failing. i would like to upgrade to a bug free version. i would like to know if there is any way i can upgrade the system by not losing any of my existing data. should i perform any backup or is there a way to upgrade directly. i am using OTRS on windows small business server 2003. thank you _ Download the latest version of Windows Live Messenger NOW! http://get.live.com/en-ie/messenger/overview___ OTRS 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] Edit Subject in workorder
If you mean the title of the ticket, just add a note and change the title field Gabriele - Original Message - From: Scott Plough [EMAIL PROTECTED] To: OTRS Mailing_List otrs@otrs.org Sent: Tuesday, August 28, 2007 9:53 PM Subject: [otrs] Edit Subject in workorder Is there a way an agent can edit the subject of a workorder after it is entered. Thanks Scott ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? = http://www.otrs.com/ ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Edit Subject in workorder
We usually do it when you reply to customers. Or did you mean some other way? -Jeff Scott Plough wrote: Is there a way an agent can edit the subject of a workorder after it is entered. Thanks Scott ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? = http://www.otrs.com/ ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? = http://www.otrs.com/
RE: [otrs] (no subject)
If you are running otrs.checkModules as a direct command, it is run as a shell script with a specified interpreter. If you look at the beginning of this file, you'll see that the specified interpreter is /usr/bin/perl -w, so the perl installed into /usr/bin will always be used. This is the behavior of most perl scripts. If you instead invoke this as perl -w /path/to/otrs.checkModules, you will get the first version of perl found in your path. You can also edit the first line of the script to point to a different location of perl. From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Dan King Sent: Wednesday, July 04, 2007 11:22 AM To: User questions and discussions about OTRS.org Subject: [otrs] (no subject) I have perl 5.6 and 5.8 installed on a Unix comptuer. The $PATH variable references perl version 5.8 and I have confirmed that by running perl -v. The problem I am having is that when I run otrs.checkModules I do not see any of the modules I have already installed in perl. Such as DBI and Date::Format. If I run perl otrs.checkModules then I receive the correct output. What I have found is that otrs.checkModules somehow runs perl version 5.6. Does anyone know how to fix it so it uses the perl that is references in the PATH variable? Thanks for the help. Dan King Software Developer Canadian Resident Matching Service 613.237.0075 ext. 241 (Toll free) 877.CARMS.42 171 Nepean Street, Suite 300 Ottawa, ON, CAN K2P 0B4 www.carms.ca This e-mail message, including any attachments, is for the sole use of the intended recipients and may contain confidential and or privileged information. If you are not the intended recipient or this information has been forwarded in error, please contact the sender by reply e-mail and destroy copies of the original message. Ce message (incluant toute pièce jointe) s'adresse uniquement au(x) destinataire(s) prévu(s) ou à une personne autorisée à le recevoir en son (leur) nom. Il pourrait contenir des renseignements confidentiels ou protégés. Si vous l'avez reçu par erreur, nous vous prions d'en informer l'auteur dans les meilleurs délais, de ne pas divulguer son contenu et de le supprimer de votre système. Merci. ___ OTRS 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 subject)
I have perl 5.6 and 5.8 installed on a Unix comptuer. The $PATH variable references perl version 5.8 and I have confirmed that by running perl -v. The problem I am having is that when I run otrs.checkModules I do not see any of the modules I have already installed in perl. Such as DBI and Date::Format. If I run perl otrs.checkModules then I receive the correct output. What I have found is that otrs.checkModules somehow runs perl version 5.6. Does anyone know how to fix it so it uses the perl that is references in the PATH variable? Thanks for the help. Dan King Software Developer Canadian Resident Matching Service 613.237.0075 ext. 241 (Toll free) 877.CARMS.42 171 Nepean Street, Suite 300 Ottawa, ON, CANK2P 0B4 www.carms.ca http://www.carms.ca This e-mail message, including any attachments, is for the sole use of the intended recipients and may contain confidential and or privileged information. If you are not the intended recipient or this information has been forwarded in error, please contact the sender by reply e-mail and destroy copies of the original message. Ce message (incluant toute pièce jointe) s'adresse uniquement au(x) destinataire(s) prévu(s) ou à une personne autorisée à le recevoir en son (leur) nom. Il pourrait contenir des renseignements confidentiels ou protégés. Si vous l'avez reçu par erreur, nous vous prions d'en informer l'auteur dans les meilleurs délais, de ne pas divulguer son contenu et de le supprimer de votre système. Merci. ___ OTRS 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 subject)
Hi all! I have certain customers I only want to be able to send tickets to certain queues. Is this possible? I've installed otrs 2.1 on fedora 4 Thanks for any help at all! _ Like puzzles? Play free games earn great prizes. Play Clink now. http://club.live.com/clink.aspx?icid=clink_hotmailtextlink2 ___ OTRS 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] (no subject)
That does! Thanks! From: Myles Musser [EMAIL PROTECTED] Reply-To: User questions and discussions about OTRS.org otrs@otrs.org To: User questions and discussions about OTRS.org otrs@otrs.org Subject: Re: [otrs] (no subject) Date: Mon, 11 Jun 2007 12:22:16 -0400 Seems like a pretty generic request. You might need to clarify exactly what it is you're trying to do, but I'll give this a shot based on what you've provided so far: You can of course filter certain tickets to certain queues. You could probably setup an Agent that would scan for, say, an e-mail address and filter it through to a specific queue for that client. Hope that helps! ~Jadon Tequila Troutman wrote: Hi all! I have certain customers I only want to be able to send tickets to certain queues. Is this possible? I've installed otrs 2.1 on fedora 4 Thanks for any help at all! _ Like puzzles? Play free games earn great prizes. Play Clink now. http://club.live.com/clink.aspx?icid=clink_hotmailtextlink2 ___ OTRS 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/ -- ~ Jadon Rose /Experience a writer's heart/ ___ OTRS 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/ _ Like puzzles? Play free games earn great prizes. Play Clink now. http://club.live.com/clink.aspx?icid=clink_hotmailtextlink2 ___ OTRS 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 subject)
How to bind OTRS to email so that each new message in inbox appeared as a newly opened ticket in OTRS which would be automatically sent to the sender? ___ OTRS 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 subject)
Hi Does anyone have any good ticket type examples, please I need to know about this subject, because the information of that attribute is not complete, and principally I don't know how could I use it? Esteban Oleas Consultor Asociado GENNASSIS Cìa. Ltda. ___ OTRS 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 subject)
Hi all! I want to enable the Time Accounting function in the ticket free text module. How can i do this? Please help me! Thanks! NÉZZ RÁ MEGÉRI! AKCIÓS ÁRAK! AEG-ELECTROLUX háztartási készülékek ORSZÁGOS HÁZHOZSZÁLLÍTÁSSAL! http://ad.adverticum.net/b/cl,1,6022,145872,213366/click.prm ___ OTRS 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] (no subject)
Hi,
I am trying to put a POC OTRS system together here, and most
things are going well. It is installed on the Windows platform. The
following are working fine :-
LDAP/Active Directory Agent Integration
LDAP/Active Directory Customer Integration
We have a separate 'external' customers database running on
MSSQL via ODBC and have got a partially working backend configuration
(below). Performing a customer search works partially. I can perform a
search and get a list of customer details shown down the left hand side
of the window. However, when I click on a customer, I am expecting the
detail fields on the right hand side to be populated. This is not
happening. Also, customer details are not shown on the ticket view. I
have done a trace on the DBD calls, and can show that it is retrieving
the expected values from the database.
I have scoured google and trawled through the mailing lists, but
cannot spot anything useful.
Can anyone point me in the right direction please?
TIA,
Dave
-
$Self-{CustomerUser} = {
Name = 'OSCAR Database',
Module = 'Kernel::System::CustomerUser::DB',
Params = {
# if you want to use an external database, add the
# required settings
DSN = 'DBI:ODBC:OTRS',
User = 'otrsuser',
Password = '',
Table = 'otrs_customers',
Type = 'mssql',
},
# customer uniq id
CustomerKey = 'uid',
# customer #
CustomerID = 'email',
CustomerUserListFields = ['company_name', 'first_name',
'last_name', 'email'],
CustomerUserSearchFields = ['first_name', 'last_name', 'email',
'company_name'],
CustomerUserSearchPrefix = '',
CustomerUserSearchSuffix = '*',
CustomerUserSearchListLimit = 250,
CustomerUserPostMasterSearchFields = ['email'],
CustomerUserNameFields = ['first_name','last_name'],
AdminSetPreferences = 0,
# just a read only source
ReadOnly = 1,
Map = [
# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown (1=always,2=lite), required,
storage-type, http-link, readonly
#[ 'UserSalutation', 'Salutation', 'salutation', 1, 0,
'var', '', 0 ],
[ 'UserFirstname', 'Firstname', 'first_name', 1, 0,
'var', '', 0 ],
[ 'UserLastname', 'Lastname', 'last_name', 1, 0,
'var', '', 0 ],
[ 'UserEmail', 'Email', 'email', 1, 0,
'var', '', 0 ],
#[ 'UserCustomerID', 'CustomerID', 'email', 0, 0, 'var', '',
0 ],
[ 'UserPhone', 'Phone', 'phone', 1, 0, 'var', '',
0 ],
[ 'UserComment', 'Company', 'company_name',1, 0,
'var', '', 0 ],
],
# default selections
Selections = {
UserSalutation = {
'Mr.' = 'Mr.',
'Mrs.' = 'Mrs.',
},
},
};
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[otrs] (no subject)
Hi all! I want to enable the Time Accounting function in the ticket free text module. How can i do this? Please help me! Thanks! __ Könyvszerda az Egmont Kiadó könyveivel! 30% kedvezménnyel kínáljuk a kiadó összes kapható könyvét március 7-én! http://www.bookline.hu/control/news?newsid=397affiliate=frekszkar3482 ___ OTRS 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] (no subject)
Hi all! I want to enable the Time Accounting function in the ticket free text module. How can i do this? Please help me! Thanks! _ ÚJ LAKÁS? FELÚJÍTÁS? LAKÁSKASSZÁVAL MEGÉRI! lakaskassza.origo.hu http://cthandler.adverticum.net/?cturl=http%3A%2F%2Flakaskassza.origo.hu%2Findex.html%3Flevelelja ___ OTRS 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] (no subject)
Hi all! I want to modify the AgentTicketFreeText module. I wannt to enable on this module the Accounting time function. Please help me, how can i do this. Thanks. _ Foglalja le kényelmesen utazását, repülőjegyét vagy szállását online! Tájékozódjon a legjobb úticélokról az [origo] utazás oldalain! http://magazin.utazas.origo.hu/index.html ___ OTRS 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] (no subject)
I am receiving the following message ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Mon Oct 23 10:41:11 2006 Message: Module Kernel::Modules::FAQ not registered in Kernel/Config.pm! Traceback (6589): Module: Kernel::System::Web::InterfaceAgent::Run (v1.14) Line: 550 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.81) Line: 203 Module: ModPerl::RegistryCooker::run (v1.81) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 Has anyone an idea why linking a FAQ to a Ticket is not working for me? Thanks for the help, Shawn Beasley Support - IT LPID LPI77664 VERIFICATION NUMBER 3vk4xshbx6 LPIC - 1 Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: [EMAIL PROTECTED] Web: http://www.cfc-callcenter.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 orr consulting for your OTRS system? = http://www.otrs.com/
[otrs] (no subject)
In new verison, when I logon in the system, I could not see any queue view information for below error information Software error: Can't use an undefined value as an ARRAY reference at C:/OTRS/otrs//Kernel/Modules/AgentTicketQueue.pm line 584. For help, please send mail to the webmaster ([EMAIL PROTECTED]), giving this error message and the time and date of the error. _ 与联机的朋友进行交流，请使用 MSN Messenger: http://messenger.msn.com/cn ___ OTRS 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] (no subject)
All, I need to set-up some internal queues for admin and infrastructure. Is it possible that the customers can also be the agents? i.e. I have 2 guys set-up as agents for the infrastructure queue but they are also the customer. I am not sure I fully understand if this will work regards Alan. Alan Mckeown JoraPh Consulting Ltd Unit 3, Springfield Industrial Estate, Newport, Shropshire, TF10 7NB Mobile: +44 (0)7841996 331 Office: +44 (0)8700 433877 Fax: +44 (0)1952 825058 http://www.joraph.com ** CONFIDENTIALITY This message is confidential and may be legally privileged or otherwise protected from disclosure. If you are not the intended recipient, please telephone or email the sender and delete this message and any attachment from your system(s); you must not copy or disclose the contents of this message or any attachment to any other person. Although we have taken steps to ensure that this e-mail and attachments are free from viruses, we advise that in keeping with good computing practice, the recipient should ensure they are actually virus free. ** -- This message has been scanned for viruses and dangerous content by JoraPh Consulting, (Server #1) and is believed to be clean. ___ OTRS 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] (no subject)
Hello all, I have started work in a department have been using OTRS for a few years now. We are currently running OTRS 1.3.0. However, time has come to upgrade to OTRS 2.0.4 and we are worried about how this will affect the custom scripts that have been written to customise our system. Given that the upgrade docs within the source say that around 80% of the config settings have been re-named, does anyone have a simpler way of migrating the custom scripts over to the new system? Thanks in advance, Declan ___ OTRS 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] (no subject)
Is there a way for admin to see locked tickets(without doing a search)? More to the point: Is there a way for me to have certain users be able to see locked tickets, and if nessecary unlock and re-assign to another person assigned as rw on a queue? Thanks, Andy ___ OTRS 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] (no subject)
Ok, i've managed to get schema semi working, OTRS is returning No userdata!! though, what am I missing, or what value is incorrect? Thanks, Joe signature.asc Description: OpenPGP digital signature ___ OTRS 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] Avoid subject rewriting for some queue
Is possibile avoid the ticketID in subject of ticket email opened in specific queue? -- ~omar ___ OTRS 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] (no subject)
Hi, We have been using OTRS for quite some time now and all of a sudden today, the ticket number auto increment has reset itself back to 10 and started counting back up from there. This has caused the following errors to appear in OTRS's system log whenever a new ticket is created: Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 New Ticket [100068] created (TicketID=103003, ArticleID=57724). Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100067) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100066) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100065) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100064) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100063) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100062) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100061) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100060) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100059) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100058) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100057) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100056) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100055) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100054) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100053) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100052) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100051) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100050) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100049) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100048) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100047) exists! Creating new one. Fri Jan 6 12:58:01 2006 notice OTRS-PM3-10 Tn (100046) exists! Creating new one. Is there any way I can manipulate a setting within otrs or its database to tell it to start counting from 103000 ? Your help is most appreciated. Kind Regards Tom Pride _ Be the first to hear what's new at MSN - sign up to our free newsletters! http://www.msn.co.uk/newsletters ___ OTRS 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/
