[otrs] Company Ticket
Please advise. I need to remove the Company Ticket link on the Customer window, I have searched on all the Customer .dlt forms and could not find anything. 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 Support orr consulting for your OTRS system? = http://www.otrs.com/
RE: [otrs] Company Ticket
There is a very easy wau to do this: Go to the SysAdmin section of the OTRS, search Customer::ModuleRegistation and edit the NavBar according to your needs. This is a very simple and safe way to do it. Message: 8 Date: Wed, 7 Jun 2006 09:04:17 +0200 From: Mamakwa M. Sefiri [EMAIL PROTECTED] Subject: [otrs] Company Ticket To: User questions and discussions about OTRS.org otrs@otrs.org Message-ID: [EMAIL PROTECTED] Content-Type: text/plain; charset=us-ascii Please advise. I need to remove the Company Ticket link on the Customer window, I have searched on all the Customer .dlt forms and could not find anything. thanks NICOLAS KARLINSKI Operation Manager ARKADIN GLOBAL AUDIO DATA CONFERENCING One Penn Plaza, Suite 2200 New York, NY 10119 Tel: 646-495-7608 Fax: 212-594-1910 Web: www.arkadin.com http://www.arkadin.com/ ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? = http://www.otrs.com/
Re: [otrs] Company ticket?
Thanks a lot for your answer Roberto! I got it now. I was changing the table customer_user only and the old tickets were gone. I had to change the tickets, too !!! Best regards, Sven On Wednesday 28 September 2005 15:26, Roberto Giana wrote: Hi Sven The easiest way would be to login as an admin and use Customer Users for edditing the user. There you can fill in the CustomerId manually. If you have a bunch of users to update/import you could use the syncuser_csv2otrs.pl script. Unfortuantely it doesn't update the CustomerId field. But it schouldn't be a problem to extend the script to do this. Alternatively you could do a 'mysql -u root -p otrs -B -N -e select * from customer_user; /tmp/customer_user.txt' which dumps the entire customer_user table as a tab-delimited CSV file, then edit the values in the file regarding to your needs with some scripts, awk, vi, Notepad or Excel and then reimport all the values with 'mysqlimport -u root -p -r -v otrs /tmp/customer_user.txt'. Keep in mind that mysqlimport uses the file name to determine the name of the target table. So the file name has to start with customer_user! And as usual before you start: Be shure that you have a working backup! :-):-) Best regards Roberto [EMAIL PROTECTED] wrote: Hi, but how can I set this CustomerID value automatically/manually ? regards, Sven On Wednesday 28 September 2005 12:11, Roberto Giana wrote: Hi Camilla It's the feature you are looking for. ;-);-) All customers with the same CustomerID value can see each others tickets as company ticket. If you use for example a support contract number as CustomerID each customer user under the same contract can see the corresponding tickets as company ticket. Hope this helps. Best regards Roberto Camilla Krag Jensen wrote: I am wondering what the 'company ticket' icon in the customer interface is for? Can anyone tell me the difference between a ticket and a company ticket? :-) ___ OTRS 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? ___ OTRS 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/ -- --- See our FAQs at: http://www.snom.com/faq0.html?L=1 Whitepapers at: http://www.snom.com/white_papers.html --- snom technology AG Gradestraße 46 D-12347 Berlin Sven Fischer fax +49 30 39833111 mailto:[EMAIL PROTECTED] http://www.snom.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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] Company ticket?
Hi Camilla It's the feature you are looking for. ;-) All customers with the same CustomerID value can see each others tickets as company ticket. If you use for example a support contract number as CustomerID each customer user under the same contract can see the corresponding tickets as company ticket. Hope this helps. Best regards Roberto Camilla Krag Jensen wrote: I am wondering what the 'company ticket' icon in the customer interface is for? Can anyone tell me the difference between a ticket and a company ticket? :-) ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] Company ticket?
Roberto Giana wrote: It's the feature you are looking for. ;-) All customers with the same CustomerID value can see each others tickets as company ticket. If you use for example a support contract number as CustomerID each customer user under the same contract can see the corresponding tickets as company ticket. Thank you! That was exactly it! :-) -- Camilla Krag Jensen www.exerp.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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] Company ticket?
Hi, but how can I set this CustomerID value automatically/manually ? regards, Sven On Wednesday 28 September 2005 12:11, Roberto Giana wrote: Hi Camilla It's the feature you are looking for. ;-) All customers with the same CustomerID value can see each others tickets as company ticket. If you use for example a support contract number as CustomerID each customer user under the same contract can see the corresponding tickets as company ticket. Hope this helps. Best regards Roberto Camilla Krag Jensen wrote: I am wondering what the 'company ticket' icon in the customer interface is for? Can anyone tell me the difference between a ticket and a company ticket? :-) ___ OTRS 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/ -- --- See our FAQs at: http://www.snom.com/faq0.html?L=1 Whitepapers at: http://www.snom.com/white_papers.html --- snom technology AG Gradestraße 46 D-12347 Berlin Sven Fischer fax +49 30 39833111 mailto:[EMAIL PROTECTED] http://www.snom.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 oder Consulting für Ihr OTRS System? = http://www.otrs.de/
Re: [otrs] Company ticket?
Hi Sven The easiest way would be to login as an admin and use Customer Users for edditing the user. There you can fill in the CustomerId manually. If you have a bunch of users to update/import you could use the syncuser_csv2otrs.pl script. Unfortuantely it doesn't update the CustomerId field. But it schouldn't be a problem to extend the script to do this. Alternatively you could do a 'mysql -u root -p otrs -B -N -e select * from customer_user; /tmp/customer_user.txt' which dumps the entire customer_user table as a tab-delimited CSV file, then edit the values in the file regarding to your needs with some scripts, awk, vi, Notepad or Excel and then reimport all the values with 'mysqlimport -u root -p -r -v otrs /tmp/customer_user.txt'. Keep in mind that mysqlimport uses the file name to determine the name of the target table. So the file name has to start with customer_user! And as usual before you start: Be shure that you have a working backup! :-) Best regards Roberto [EMAIL PROTECTED] wrote: Hi, but how can I set this CustomerID value automatically/manually ? regards, Sven On Wednesday 28 September 2005 12:11, Roberto Giana wrote: Hi Camilla It's the feature you are looking for. ;-) All customers with the same CustomerID value can see each others tickets as company ticket. If you use for example a support contract number as CustomerID each customer user under the same contract can see the corresponding tickets as company ticket. Hope this helps. Best regards Roberto Camilla Krag Jensen wrote: I am wondering what the 'company ticket' icon in the customer interface is for? Can anyone tell me the difference between a ticket and a company ticket? :-) ___ OTRS 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? ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/
RE: [otrs] Company Ticket Question Again
I am setting OTRS and I was able to set up the MultiUserIDs so that we can use the company ticket feature BUT even though users are being assigned a secondary ID they still cannot view each others tickets even though they have the same secondary IDs. One question is how does the company tickets work? What is it looking for in the tables? Is it looking into the ticket table and looking for similar secondary IDs? And if so how to I add that row correctly to the database? Please if you have any ideas let me know. I am running Redhat FC2 and I am running OTRS 1.3.2. Please let me know if anyone has any ideas why the users can't view each others tickets under company tickets. Thanks in advance! I also am wondering how to set up mod_perl...I found the documentation on it and know what to add...I just need to know where. It says to add the info to the httpd.conf in the mod_perl section but I could not find a mod_perl section in my httpd.conf. Is it supposed to be in the apache-httpd.conf in the otrs folder? Please let me know. Thanks again! Andrew Blackstone Support Technician Homebase Technologies, Inc. 56 Housatonic Street Suite 2 Lenox, MA 01240 Ph: (413) 637-1484 Email: [EMAIL PROTECTED] ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs] Company Ticket Question Again
Hello All, I am setting OTRS up again on a different machine and I had a problem figuring out company tickets the first time around but finally got it up and running. However this time I was able to set up the MultiUserIDs and I have labeled mutliple users with the same secondary ID and I have also turned on customer groups but they can't see company tickets. I am running Redhat FC2 and I am running OTRS 1.3.2. Please let me know if anyone has any ideas why the users can't view each others tickets under company tickets. Thanks in advance! Andrew Blackstone Support Technician Homebase Technologies, Inc. 56 Housatonic Street Suite 2 Lenox, MA 01240 Ph: (413) 637-1484 Email: [EMAIL PROTECTED] CONFIDENTIALITY NOTICE The information contained in this email transmission is legally privileged and confidential information intended only for the use of the addressee named above. If the reader of this message is not the intended recipient you are hereby notified that any dissemination, distribution or copying of this email transmission is strictly prohibited. If you have received this email transmission in error, please notify us immediately. Thank you. ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/
