We would like to use the free fields for request types
(breakfix, work order, user help, etc), and the second for request category
(UNIX server, Windows server, PC, etc). I have no problem with how to use
them as is, but I would rather avoid having our agents have to type the key in
all th
t;[EMAIL PROTECTED]>
Subject: Re: [otrs] Use of freefields
To: "User questions and discussions about OTRS." <[EMAIL PROTECTED]>
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain; charset="iso-8859-1"
On Wednesday, October 22, 2003 9:50 PM
Seigafuse,
Use of freefields
To: "User questions and discussions about OTRS." <otrs at otrs.org>
Message-ID: <06a201c398e6$76a5c020$0164a8c0 at intern.roknet.de>
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On Wednesday, October 22, 2003 9:50 PM
Seigafuse, Mike <mse
Title: Is there a configuration setting to disable ticket lock on forward?
I didn’t notice one in the config files. We sometimes forward tickets when we see something in a ticket we want to advice the tier 1 folks on before they even get to the ticket. But,
When we do this the ticket is
Title: StateID errors
I am seeing these messages in the log files periodically:
ERROR: OTRS-PM3-10 Perl: 5.6.1 OS: linux Time: Wed Dec 17 09:30:03 2003
Message: No StateID for close found!
Traceback (10186):
Module: Kernel::System::Ticket::State::StateLookup (v1.14) Line: 74
Module:
Title: RE: [otrs] Create customer in Phone View
I added the following to the AgentNavigationBar.dtl (for standard theme - you may need to do something slightly different for the lite theme):
href="$Env{"Baselink"}Action="">
nCustomerUser" return t
rue;" class="navitem">
Images"}admin.p
OTECTED]] On Behalf Of Martin Edenhofer
Sent: Thursday, December 18, 2003 3:12 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] StateID errors
Hi Mike,
On Wed, Dec 17, 2003 at 02:08:43PM -0500, Seigafuse, Mike wrote:
> I am seeing these messages in the log files periodically:
>
Did you search the list archive? Try this
one - http://www.mail-archive.com/[EMAIL PROTECTED]/msg01436.html,
or try searching for CustomerPanelSelection.
From:
[EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of kannan v
Sent: Saturday, December 27, 2003
5:37 AM
To:
The password is encrypted using the crypt function with the username as salt for the
function. If this doesn't make any sense, try checking out the crypt documentation.
I wanted an add-on application to use the logons from OTRS to avoid creating yet more
accounts... here is an excerpt of the P
I think arguments can be made on both sides of this discussion. But, it is possible
to obtain the information you really want by using a SQL query something like this:
select avg(TO_DAYS(t.change_time) - TO_DAYS(t.create_time))
from ticket t, ticket_state ts, queue q
I had the same issue for quite a while, I finally figured out that I was using the
wrong syntax in my my.cnf file. Once I got that right the problem was cured. Since
it seems others may have the same problem, here is what my file looks like:
[mysqld]
datadir=/var/lib/mysql
socket=/var/lib/mysq
Title: RE: [otrs] Inserting company logo
It is in the CustomerHeader.dtl file for whichever theme you are using. Here is an extrac of mine...
src="$Env{"Images""}mylogo.png">
My Helpdesk
Mike
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED]] On
Mine is in /opt/otrs/var/httpd/htdocs/images/Standard
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of James Marcinek
Sent: Friday, September 16, 2005 10:26 AM
To: otrs@otrs.org
Subject: RE: [otrs] Inserting company logo
Thanks Mike,
I see the following:
From Defaults.pm:
# --- #
# defaults for add note #
# --- #
# default note type
$Self->{DefaultNoteType} = 'note-internal';
$Self->{DefaultNoteTypes} =
/Modules/AgentTicketBulk.pm:my %DefaultNoteTypes =
%{$Self->{ConfigObject}->Get('Ticket::Frontend::NoteTypes')};
Kernel/Modules/AgentTicketBulk.pm:if
(!$DefaultNoteTypes{$NoteTypes{$_}}) {
Seigafuse, Mike wrote:
> From Defaults.pm:
>
&g
Think of locking the ticket as "assigning" it to oneself be worked on; or
perhaps claiming the ticket. Once locked the tickets will no longer display in
the queue view which displays only unlocked tickets.
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf O
Here is a link to a related entry on the users list:
http://www.mail-archive.com/otrs@otrs.org/msg06916.html
The queue with the oldest entry will blink by default. Short of making code
changes the easiest way to make the blinking stop is to answer the oldest
ticket. Here is the code in AgentQ
Might be a stupid question, but ... did you try quoting the href string?
http://tg07/SMSReporting%5FTE1/Report.asp?ReportID=12&variable=OTRS_CUSTOMER_DATA_UserLogin";
target="_blank">
Mike
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Steven
Sent: Tue
You just add the links to either AgentNavigationBar.dtl or
CustomerNavigationBar.dtl...
http://host.domain.com/site/"; target="_blank">$Text{"Legacy System"}
I put mine after preferences for the agent navigation bar...
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTE
doning all hope of
having a better past.
---- --- - - - -- - - -- - - - --- - -- -
- --- - - -- - -- -- - --
"Seigafuse, Mike" <[EMAIL PROTECTED]> wrote in message
news:[EMAIL PROTECTED]
Might be a stupid question, but ... did you try quoting the href string?
http://tg07/SMSReporting%5FTE1/Repo
uot;}
#
There is no reference Preferences, FAQ or Admin, etc.
--
--
Steven
May you have the peace and freedom that come from abandoning all hope of
having a better past.
---- --- - - - -- - - -- - - - --- - -- -
- --- - - -- - -
If you haven't already been there, giving this a look might help too -
http://www.otrs.de/~me/doc-developer/en/
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Seigafuse, Mike
Sent: Tuesday, October 25, 2005 2:15 PM
To: User questions and discus
Not sure exactly which stats you might want per user and if an external method
would be an option for you or not. This might be of some help -
http://www.mail-archive.com/otrs@otrs.org/msg02234.html
Mike
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Try something like this in /etc/my.cnf
[mysqld]
datadir=/var/lib/mysql
socket=/var/lib/mysql/mysql.sock
set-variable = max_allowed_packet=32M
You may also need to adjust the otrs config variables to match (example from
1.3.2):
$Self->{PostMasterPOP3MaxEmailSize} = 1024 * 8;
-Original Messa
Title: Calculating avg. ticket open time by queue
Here is a query to return average ticket
close by category (which is set using freefield1). It should be relatively
easy to adapt this to your needs…
select ifnull(freetext1,'Unclassified'),
avg(TO_DAYS(t.change_time) - TO_DA
Sounds like perhaps you haven't granted yourself rights to the FAQ module...
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Nils Breunese
(Lemonbit Internet)
Sent: Tuesday, January 17, 2006 5:51 PM
To: User questions and discussions about OTRS.org
Subjec
I'm still on 1.3.2, but I'd be surprised if the config options to control this
went away in newer versions...
# CustomerPanelOwnSelection
# (If this is in use, "just this selection is valid" for the CustomMessage.)
$Self->{CustomerPanelOwnSelection} = {
## Queue => Frontend-Name
Another way to do this might be to use one of the free fields to enable the
agents to select the rate for each ticket - a section of Config.pm might look
like this...
$Self->{"TicketFreeKey1"} = {
'Billing Rate' => 'Billing Rate',
};
$Self->{"TicketFreeText1"} = {
'' => '
Did you try using the index.html found at
/opt/otrs/var/httpd/htdocs (at least it is there in 1.3) by placing that
at your web document root?
Mike
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Joe Fusco
Sent: Thursday, July 06, 2006 12:42 PM
To: otrs@o
Did you check under the admin screens and look at Auto Response <-> Queue?
Perhaps you have multiple auto responses defined?
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Gustavo Nuñez
Sent: Wednesday, July 26, 2006 9:41 AM
To: User questions and disc
Web Hosting
<http://192.168.1.7/otrs/index.pl?Action=AdminQueueAutoResponse&Subaction=Change&ID=6>
-nada-
I new user, I intall otrs and upgrade to otrs2. Pherhaps this make a
problem.
Very Thank, other suggest
Gustavo
Seigafuse, Mike escribió:
>Did you check u
,
Hay un Nuevo Ticket en "General"!
Systema de Tickets MG escribio:
--
>> prueba
>>
>> --
>> Gustavo Nuñez --
>> --
>
>
--
Notificacion automatica.
Thanks
Gustavo
Seigafuse, Mike escribió:
>Do you have two agent accounts both with the same e
ricAgent.pl >> /dev/null
astroboy:/etc/cron.d# cat otrs_fetchmail
astroboy:/etc/cron.d# cat otrs_aaa_base
astroboy:/etc/cron.d# cat otrs_postmaster_pop3
Seigafuse, Mike escribió:
>What platform and version? Is there a chance you have the OTRS cron jobs
>scheduled multiple times?
>
>
.
From: Seigafuse, Mike
[mailto:[EMAIL PROTECTED]
Sent: 11 August 2006 01:47 PM
To: User
questions and discussions about OTRS.org
Subject: RE: [otrs] FW: TicketID
You need to supply more information before
people can help. What version, what platform? Have you looked at
the
delete or I need to save the elsewhere first.
From: Seigafuse, Mike
[mailto:[EMAIL PROTECTED]
Sent: 11 August 2006 02:09 PM
To: User
questions and discussions about OTRS.org
Subject: RE: [otrs] FW: TicketID
And what do you see in OTRS log? I
don’t know where/how you are logging
That seems a bit extreme - why not simply access the backend database directly
(mysql command line or something like phpmyadmin) and alter the record in the
group_user table such that the user account is a member of the admin group?
You can lookup the user in the system_user table and the admin
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