There's generally no real need to segregate customers into queues, unless
you are preventing a customer from talking to a specific agent, or
customers need to talk to a specific zone/location.
It doesn't matter to OTRS the source of the customer (active directory,
database, external database) .. o
is the main problem is to segregate customer users in different queue, in
funcion of particular filter...
for example, i have these active directories:
- ad01
- ad02
- ad03
i have these queue:
- q1
- q2
- q3
- q4
- q5
- q6
ad01 can read and write only ad01 and ad02
"You have to manually add the customer". This is true, but if you're
authenticating with ldap, you should (could) use ldap as a backend for
customer source as well, so you don't have this problem.
" afte you have to set the persmission of this customer on the differen
groups... " Yes, but what is
Hi,
I want to automatically send a weekly report via email (AcumulationTickets),
automating it in a Cron job, I think I need to use the
"otrs.GenerateStats.pl" script. I want to to fix the date range to only
last week in the report web interface, or send the date range to the script.
Because
Hi Esteffano,
I share my setting lines with you, I have no problem with them and I work
for this environment. I have little experience with ldap but the error says
userid
$Self->{'AuthModule::LDAP::SearchUserDN'} = 'user@domain';
$Self->{'AuthModule::LDAP::SearchUserPw'} = passwd';
i talk for Customer... when you use only OTRS database, and remove the
register form, you have to add manualy the Customer (and if is the case,
use the Customer Company ID to aggregate the ticket of same company)...
afte you have to set the persmission of this customer on the differen
groups...
i
What is your purpose of using Customer Groups? If they are to assign
queues, you may want to rethink this, unless they're for instance, location
based, or only certain agents are allowed to handle certain customers.
Don't forget that Customer needs Auth and Membership (CustomerUser). If
you're usi
I got it !
Thank you, Mike. Have a good day.
--
Florian
-Message d'origine-
De : otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] De la part de
Michiel Beijen
Envoyé : mardi 10 juillet 2012 11:17
À : User questions and discussions about OTRS.
Objet : Re: [otrs] New New generic agent not
Actually, what was meant here is the module
Kernel::Output::HTML::NotificationGeneric which you can use to display
messages in the agent interface. This can be for instance very useful
if you want to have a banner that says 'test environment' or
something.
You can configure it via the SysConfig op
Hi Mike,
I understand it now, it was very helpful, this is what I was looking for.
Thank you.
Derek Kiely
On 10 July 2012 08:19, Michiel Beijen wrote:
> Hi Derek,
>
> The time zone in the calendar does not change the create time for
> tickets; create time for tickets would always be local ti
No, that doesn't seem to be that old feature, since it is shown on the
"new 3.1 features" page at otrs.com.
The words "New generic agent notification module" would indicate some kind
of calculation to provide statistical information or alerts updated
periodically. Any information about that ?
--
Fl
now i put on the login via ad of agents and client... but i have these open
questions:
- for the agents i assign with *
$Self->{'AuthSyncModule::LDAP::UserSyncRolesDefinition'}* the correct
roles, and with *$Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'}* i
assign the inital gro
Hi Derek,
The time zone in the calendar does not change the create time for
tickets; create time for tickets would always be local time of the
user. If I create a ticket at 7 AM, this will always be 7 AM no matter
the time zone attached to the calendar of the queue. I hope this makes
sense.
If yo
13 matches
Mail list logo
