Re: [otrs] OTRS configuration

[Jan.Dreyer]

Hello,

 

of course you can. You may add as many states as you wish also. You should
not change the names of state _types_, though.

 

Regards

Jan Dreyer

 

Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von
Nikhil Joshi
Gesendet: Montag, 9. Januar 2012 07:28
An: 'User questions and discussions about OTRS.'
Betreff: [otrs] OTRS configuration

 

Hi,

 

Can we add numbers to the customized ticket states?

 

For instance

Can I have added new ticket states as 

1.New

2.Acknowledged

3.Waiting

4.Completed

5.Closed...

 

Is this valid??

 

Regards

Nikhil Joshi

Pune

 



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Re: [otrs] OTRS configuration

[Roy Kaldung]

On Mon, 9 Jan 2012 11:58:02 +0530, "Nikhil Joshi"
 wrote:
> Hi,
> 
>  
> 
> Can we add numbers to the customized ticket states?
> 
>  
> 
> For instance
> 
> Can I have added new ticket states as 
> 
> 1.New
> 
> 2.Acknowledged
> 
> 3.Waiting
> 
> 4.Completed
> 
> 5.Closed...
> 
>  
> 
> Is this valid??

Hi,

Yes you can. But you have to reconfigure a lot.
I recommend using ACLs (see
http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=68) to force the
next state based on the current one.

Regards,
Roy Kaldung

-- 
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e-mail: r...@kaldung.com
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[otrs] OTRS configuration

[Nikhil Joshi]

Hi,

 

Can we add numbers to the customized ticket states?

 

For instance

Can I have added new ticket states as 

1.New

2.Acknowledged

3.Waiting

4.Completed

5.Closed...

 

Is this valid??

 

Regards

Nikhil Joshi

Pune

 

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Re: [otrs] OTRS Configuration Scenario

[Steven Carr]

You just asked a similar question and I said it couldn't be done, please
don't repeat questions.

To search for tickets use the search function, you could select the state
and the queue and then save the search as a template to reuse again, though
the caveat is that the search templates have to be created per agent and
not globally.

Steve



On 4 January 2012 06:07, Nikhil Joshi  wrote:

>  Hi,
>
> ** **
>
> I have configured OTRS with the following specification.
>
> ** **
>
> **1)  **I have customized queues 
>
> **a.   **X-queue
>
> **b.  **Y-queue
>
> ** **
>
> **2)  **Customized Ticket states
>
> ** **
>
> **a.   **New
>
> **b.  **Open
>
> **c.   **In process
>
> **d.  **Waiting
>
> **e.  **Closed
>
> ** **
>
> And I want to filter the queue based on the ticket states.
>
> ** **
>
> For instance : I have 100 tickets in X-queue, now I want to see only the
> tickets which are in “In Process” state in the same queue.
>
> How do I configure that?
>
> ** **
>
> ** **
>
> Regards
>
> Nikhil Joshi
>
> Pune
>
> ** **
>
> -
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
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[otrs] OTRS Configuration Scenario

[Nikhil Joshi]

Hi,

 

I have configured OTRS with the following specification.

 

1)  I have customized queues 

a.   X-queue

b.  Y-queue

 

2)  Customized Ticket states

 

a.   New

b.  Open

c.   In process

d.  Waiting

e.  Closed

 

And I want to filter the queue based on the ticket states.

 

For instance : I have 100 tickets in X-queue, now I want to see only the
tickets which are in "In Process" state in the same queue.

How do I configure that?

 

 

Regards

Nikhil Joshi

Pune

 

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Re: [otrs] OTRS configuration

[Steven Carr]

I don't think you can, nor am I sure why you would want to only show open
tickets? you would have to code a custom view to be able to filter the
queue view.

If it is to have some other agent deal with the new tickets and assign them
to agents then I would make the incoming tickets go into a separate queue,
then the agent can assign them to the correct agent and move them into the
correct queue.

Steve


On 3 January 2012 09:23, Nikhil Joshi  wrote:

>  HI,
>
> Yes I have 2 queues assigned to the agent.
>
> I want to see only the opened tickets in those 2 queues.
>
> How to configure that?
>
> ** **
>
> Thanks and Regards
>
> Nikhil Joshi
>
> ** **
>
> *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf
> Of *Steven Carr
> *Sent:* Tuesday, January 03, 2012 2:33 PM
> *To:* User questions and discussions about OTRS.
> *Subject:* Re: [otrs] OTRS configuration
>
> ** **
>
> It should do that already. Have you gone into your Preferences and
> selected which Queues you want to see in your "My Queues" page?
>
> Steve
>
> 
>
> On 3 January 2012 05:39, Nikhil Joshi 
> wrote:
>
> Hi,
>
> I have configured the OTRS and I want to customize it according to my need.
> 
>
>  
>
> How to configure the following.
>
>  
>
> 1.I want to see only the tickets which are in process or which are in new
> state, in the agents queueview.
>
>  
>
> Regards
>
> Nikhil Joshi
>
> Webdynpro Consultant
>
> ArchitectSAP Solutions  | www.ArchitectSAP.com<http://www.architectsap.com/> |
> 9960979700
>
> Pune
>
>  
>
>
> -
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>
> ** **
>
> -
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Re: [otrs] OTRS configuration

[Nikhil Joshi]

HI,

Yes I have 2 queues assigned to the agent.

I want to see only the opened tickets in those 2 queues.

How to configure that?

 

Thanks and Regards

Nikhil Joshi

 

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Steven 
Carr
Sent: Tuesday, January 03, 2012 2:33 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] OTRS configuration

 

It should do that already. Have you gone into your Preferences and selected 
which Queues you want to see in your "My Queues" page?

Steve



On 3 January 2012 05:39, Nikhil Joshi  wrote:

Hi,

I have configured the OTRS and I want to customize it according to my need.

 

How to configure the following.

 

1.I want to see only the tickets which are in process or which are in new 
state, in the agents queueview.

 

Regards

Nikhil Joshi

Webdynpro Consultant

ArchitectSAP Solutions  |  <http://www.architectsap.com/> www.ArchitectSAP.com 
| 9960979700

Pune

 


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Re: [otrs] OTRS configuration

[Steven Carr]

It should do that already. Have you gone into your Preferences and selected
which Queues you want to see in your "My Queues" page?

Steve


On 3 January 2012 05:39, Nikhil Joshi  wrote:

>  Hi,
>
> I have configured the OTRS and I want to customize it according to my need.
> 
>
> ** **
>
> How to configure the following.
>
> ** **
>
> 1.I want to see only the tickets which are in process or which are in new
> state, in the agents queueview.
>
> ** **
>
> Regards
>
> Nikhil Joshi
>
> Webdynpro Consultant
>
> ArchitectSAP Solutions  | www.ArchitectSAP.com |
> 9960979700
>
> Pune
>
> ** **
>
> -
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>
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[otrs] OTRS configuration

[Nikhil Joshi]

Hi,

I have configured the OTRS and I want to customize it according to my need.

 

How to configure the following.

 

1.I want to see only the tickets which are in process or which are in new
state, in the agents queueview.

 

Regards

Nikhil Joshi

Webdynpro Consultant

ArchitectSAP Solutions  |  
www.ArchitectSAP.com | 9960979700

Pune

 

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Re: [otrs] otrs configuration fedora 9

[Marco Vannini]

It's a long story on fedora to correctly install them. Sometime,
either if you are convinced that they are installed (via RPM for
example mod_perl exists and mine was installed), then the system does
not see them.

My solution was to run

perl -MCPAN -e shell

and manually install modules such as

install Apache2::Reload

by follow all the dependencies reported. In those dependencies there
are  cpan if not installed so:

yum -y install perl-CPAN


But I don't want to remove all the enjoy...

Remember then that files in /etc/httpd/conf.d must be renamed to let
otrs.conf be loaded alter perl.conf...


Hope this help.

MV

On Sun, Apr 12, 2009 at 7:27 PM, sander vink  wrote:
> Hi all!
>
> I started to configure otrs on a fedora 9 core.
> In the admin section, on the support assessment, I've 3 critial things on
> the webserver:
>
> Webserver:
> Check if the system use Apache::DBI.
> Apache::DBI should be used to get a better performance (pre establish
> database connections). Critical
> Check if the system use Apache::Reload/Apache2::Reload.
> You should use Apache::Reload or Apache2::Reload to increase your
> performance. Critical
> Check used mod_perl version.
> You should use mod_perl to increase your performance. Critical
> So, how to install/configure:
> Apache::DBI
> Apache::Reload
> mod_perl
>
> Thanks all!
>
> kind regards,
> Sander
>
> -
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[otrs] otrs configuration fedora 9

[sander vink]

Hi all!

I started to configure otrs on a fedora 9 core.
In the admin section, on the support assessment, I've 3 critial things on the 
webserver:

Webserver:
Check if the system use Apache::DBI.
Apache::DBI should be used to get a better performance (pre 
establish database connections).
Critical
  



  
Check if the system use Apache::Reload/Apache2::Reload.
You should use Apache::Reload or Apache2::Reload to increase 
your performance.
Critical
  



  
Check used mod_perl version.
You should use mod_perl to increase your performance.
Critical
So, how to install/configure:
Apache::DBI
Apache::Reload
mod_perl

Thanks all!

kind regards,
Sander
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Re: [otrs] OTRS Configuration

[Franz Ferdinand Esberger]

Hello,

Regis is right, you can't get LDAP to work correctly with only using the
SysConfig GUI - editing Config.pm (/opt/otrs/Kernel/Config.pm) is the
correct way to go ...

I posted my working LDAP (ActiveDirectory) Configuration around March
2006 in this List, i think it would be pretty helpful to you, pls search
the Archives.

hth
FranzF.


Régis OBERLE schrieb am 16.10.2007 8:37 Uhr:
> I think you cannot configure LDAP with only SysConfig.
> UMHO, you have to edit your Config.pm file.
> Here are some links which helped me to configure LDAP:
>  
> http://doc.otrs.org/1.3/en/html/ldap-integration.html
> http://trinityhome.org/Home/index.php?wpid=98&front_id=18
> <http://trinityhome.org/Home/index.php?wpid=98&front_id=18>
> http://www.mail-archive.com/otrs@otrs.org/msg18030.html
> http://lists.otrs.org/pipermail/otrs/2007-January/017528.html
> http://lists.otrs.org/pipermail/otrs/2007-October/020574.html
>  
> Regards,
> Regis
>
>  
>
>  
>
>
> 
> *De :* [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] *De la
> part de* Howey, Stephen
> *Envoyé :* vendredi 14 septembre 2007 03:53
> *À :* otrs@otrs.org
> *Objet :* [otrs] OTRS Configuration
>
> Hi I am pretty new to this program and we would like to set up the
> OTRS software to allow our Active Directory users to login with their
> current usernames and passwords that they use to login to the
> workstations.  I am not very comfortable going in and changing the
> perl files.  But it looks like you can change the settings using the
> SysConfig at least there are a few LDAP options in there.  I have
> tried getting it to work with our AD server but at first it was
> causing the customer.pl page to display an error for somthing in a
> customer.pm file.  I changed some of the settings in SysConfig and the
> errors stopped but now the customer login screen does not let any of
> our users login.  Could someone please let me know what I am doing
> wrong.  Not exactly sure which options we need to have enabled for
> LDAP and what they should be set to.  Thanks.
>  
> [EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]>
>  
> 
>
> ___
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> Archive: http://lists.otrs.org/pipermail/otrs
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> Support or consulting for your OTRS system?
> => http://www.otrs.com/

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RE: [otrs] OTRS Configuration

[Régis OBERLE]

I think you cannot configure LDAP with only SysConfig.
UMHO, you have to edit your Config.pm file.
Here are some links which helped me to configure LDAP:
 
http://doc.otrs.org/1.3/en/html/ldap-integration.html 
<http://doc.otrs.org/1.3/en/html/ldap-integration.html> 
http://trinityhome.org/Home/index.php?wpid=98&front_id=18 
<http://trinityhome.org/Home/index.php?wpid=98&front_id=18> 
http://www.mail-archive.com/otrs@otrs.org/msg18030.html 
<http://www.mail-archive.com/otrs@otrs.org/msg18030.html> 
http://lists.otrs.org/pipermail/otrs/2007-January/017528.html 
<http://lists.otrs.org/pipermail/otrs/2007-January/017528.html> 
http://lists.otrs.org/pipermail/otrs/2007-October/020574.html 
<http://lists.otrs.org/pipermail/otrs/2007-October/020574.html> 
 
Regards,
Regis

 

 




De : [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] De la part de Howey, Stephen
Envoyé : vendredi 14 septembre 2007 03:53
À : otrs@otrs.org
Objet : [otrs] OTRS Configuration


Hi I am pretty new to this program and we would like to set up the OTRS 
software to allow our Active Directory users to login with their current 
usernames and passwords that they use to login to the workstations.  I am not 
very comfortable going in and changing the perl files.  But it looks like you 
can change the settings using the SysConfig at least there are a few LDAP 
options in there.  I have tried getting it to work with our AD server but at 
first it was causing the customer.pl page to display an error for somthing in a 
customer.pm file.  I changed some of the settings in SysConfig and the errors 
stopped but now the customer login screen does not let any of our users login.  
Could someone please let me know what I am doing wrong.  Not exactly sure which 
options we need to have enabled for LDAP and what they should be set to.  
Thanks.
 
[EMAIL PROTECTED]
 
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[otrs] OTRS Configuration

[Howey, Stephen]

Hi I am pretty new to this program and we would like to set up the OTRS
software to allow our Active Directory users to login with their current
usernames and passwords that they use to login to the workstations.  I
am not very comfortable going in and changing the perl files.  But it
looks like you can change the settings using the SysConfig at least
there are a few LDAP options in there.  I have tried getting it to work
with our AD server but at first it was causing the customer.pl page to
display an error for somthing in a customer.pm file.  I changed some of
the settings in SysConfig and the errors stopped but now the customer
login screen does not let any of our users login.  Could someone please
let me know what I am doing wrong.  Not exactly sure which options we
need to have enabled for LDAP and what they should be set to.  Thanks.
 
[EMAIL PROTECTED]
 
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[Fwd: RE: [otrs] OTRS Configuration]

[d . shri]

Any Response ???


Thanks,
Shrinivas.





 Original Message 
Subject: RE: [otrs] OTRS Configuration
From:[EMAIL PROTECTED]
Date:Mon, May 14, 2007 11:24 am
To:  "Maurice James Ny" <[EMAIL PROTECTED]>
--

Hi,
   I have installed otrs-2.1.7.tar.gz.Since its a Source
installation,There shuld not be any issue of OS Version.If it is then
Please let me give the installation source/RPm for Redhat 9 only.


Thanks,
Shrinivas.


> Did you download the correct distribution of OTRS. I remember that I
> downloaded the version for Fedora 4,5, and 6 I was getting that error.
> When
> I downloaded the version for Fedora 1,2 and 3 it worked fine.
>
> -Original Message-
> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED]
> Sent: Saturday, May 12, 2007 9:28 AM
> To: [EMAIL PROTECTED]
> Cc: 'User questions and discussions about OTRS.org'
> Subject: RE: [otrs] OTRS Configuration
>
> Hi,
>The details are as follows :
>
> OS : Redhat 9
> Apache : httpd 2.0.52
> mod_perl : 2.0.3
> otrs   : 2.1.7
>
>
> Thanks,
> Shrinivas.
>
>
>
>
>> What operating system are you running? I ran into the same problem and I
>> think I may have the solution
>>
>> -Original Message-
>> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
>> [EMAIL PROTECTED]
>> Sent: Wednesday, May 09, 2007 6:38 AM
>> To: otrs@otrs.org
>> Subject: [otrs] OTRS Configuration
>>
>> Hi,
>>I have configured,installed OTRS on my machine.Now I have exim and
>> fetchmail installed on my machine.How to integrate the Exim for
>> outoging mail and Fetchmail for incoming mail/queue ?
>>I have installed the "Apache2::Reload" perlmodule for apache2 but the
>> "Package Manager" of Admin link is giving the error like :
>>
>>Error: Sorry, Apache::Reload or Apache2::Reload is needed as
>> PerlModule
>> and PerlInitHan[..]
>>
>>
>>
>>
>>
>>
>> --
>> Shrinivas Devarkonda,
>> Drushti NET,
>> 3, Abhinav Apartments,
>> 778, Congress House Road,
>> Next to Congress Bhavan, Shivajinagar,
>> Pune -05.
>> Mobile: 91 - 9850270269
>> 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 or consulting for your OTRS system?
>> => http://www.otrs.com/
>>
>> ___
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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/
>>
>
>
>



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RE: [otrs] OTRS Configuration

[d . shri]

Hi,
   The details are as follows :

OS : Redhat 9
Apache : httpd 2.0.52
mod_perl : 2.0.3
otrs   : 2.1.7


Thanks,
Shrinivas.




> What operating system are you running? I ran into the same problem and I
> think I may have the solution
>
> -Original Message-
> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
> [EMAIL PROTECTED]
> Sent: Wednesday, May 09, 2007 6:38 AM
> To: otrs@otrs.org
> Subject: [otrs] OTRS Configuration
>
> Hi,
>I have configured,installed OTRS on my machine.Now I have exim and
> fetchmail installed on my machine.How to integrate the Exim for
> outoging mail and Fetchmail for incoming mail/queue ?
>I have installed the "Apache2::Reload" perlmodule for apache2 but the
> "Package Manager" of Admin link is giving the error like :
>
>Error: Sorry, Apache::Reload or Apache2::Reload is needed as PerlModule
> and PerlInitHan[..]
>
>
>
>
>
>
> --
> Shrinivas Devarkonda,
> Drushti NET,
> 3, Abhinav Apartments,
> 778, Congress House Road,
> Next to Congress Bhavan, Shivajinagar,
> Pune -05.
> Mobile: 91 - 9850270269
> Email : [EMAIL PROTECTED]
>
>
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RE: [otrs] OTRS Configuration

[Maurice James Ny]

What operating system are you running? I ran into the same problem and I
think I may have the solution

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
[EMAIL PROTECTED]
Sent: Wednesday, May 09, 2007 6:38 AM
To: otrs@otrs.org
Subject: [otrs] OTRS Configuration

Hi,
   I have configured,installed OTRS on my machine.Now I have exim and
fetchmail installed on my machine.How to integrate the Exim for
outoging mail and Fetchmail for incoming mail/queue ?
   I have installed the "Apache2::Reload" perlmodule for apache2 but the
"Package Manager" of Admin link is giving the error like :

   Error: Sorry, Apache::Reload or Apache2::Reload is needed as PerlModule
and PerlInitHan[..]






-- 
Shrinivas Devarkonda,
Drushti NET,
3, Abhinav Apartments,
778, Congress House Road,
Next to Congress Bhavan, Shivajinagar,
Pune -05.
Mobile: 91 - 9850270269
Email : [EMAIL PROTECTED]


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[otrs] OTRS Configuration

[d . shri]

Hi,
   I have configured,installed OTRS on my machine.Now I have exim and
fetchmail installed on my machine.How to integrate the Exim for
outoging mail and Fetchmail for incoming mail/queue ?
   I have installed the "Apache2::Reload" perlmodule for apache2 but the
"Package Manager" of Admin link is giving the error like :

   Error: Sorry, Apache::Reload or Apache2::Reload is needed as PerlModule
and PerlInitHan[..]






-- 
Shrinivas Devarkonda,
Drushti NET,
3, Abhinav Apartments,
778, Congress House Road,
Next to Congress Bhavan, Shivajinagar,
Pune -05.
Mobile: 91 - 9850270269
Email : [EMAIL PROTECTED]


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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?
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