ew values and the tickets should
> retain their association with the user?
Exactly. If you change the customer's id, you also have to change the
cust id of all the tickets.
Hth,
Tyler Hepworth
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What version of the system are you using?
If you are using 1.3.1 then you can set up a generic agent (through
the web interface) that will delete all tickets in a particluar
queue. Otherwise you will have to program the code into
GenericAgent.pm
Here is the code from my Agent.
# --
# [na
Yes, take ownership of it first and then do as you please.
- Original Message -
From: Strange, PJ (Philippa) <[EMAIL PROTECTED]>
Date: Fri, 1 Oct 2004 13:28:04 +0100
Subject: [otrs] locked tickets
To: "[EMAIL PROTECTED]" <[EMAIL PROTECTED]>
Is it possible for the administrator to unloc
ibe to the queue(s) for which they desire to get
notifications. Then choose to be of any of the following:
New tickets
Follow up
Ticket moved
Hth,
Tyler Hepworth
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Hi Martin,
Here is my test message.
Tyler Hepworth
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Support oder Consulting für Ihr OTRS
I changed my email address a few days ago and am receiving the mail
list at my new address, but I have tried to submit a mail and it never
showed up. I need to see if my posts are being received.
Tyler Hepworth
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System::PostMaster::Filter::Simple',
}
Thanks,
Tyler Hepworth
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Support oder Consulting für Ihr OTRS System?
=> http://www.otrs.de/
On Thu, 23 Sep 2004 14:52:43 -0400, [EMAIL PROTECTED] <[EMAIL PROTECTED]> wrote:
> Thanks very much for that info. Can I get a definition of "available" tickets?
The ticket has state "new" and has not been "locked" or responded to in any way.
The ticket has state "open" and has been unlocked by a
[EMAIL PROTECTED] wrote:
> I am trying to understand the QueueView so I can understand how many
> open tickets there are, and who is working on them (owner). Why does
> the queueview only show "available" tickets versus "open" (not yet
> closed) tickets, and what criteria is used to determine if a
ot;posixGroup" is how it is referred to in
*LDAP servers.
I have been using AD successfully for several months now. If you have any
more questions, I will be glad to assist you. Let me know.
Tyler Hepworth
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min rights, it can only retrieve information about itself (which
isn't any good).
Tyler Hepworth
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Support oder Consulting für Ihr OTRS System?
=> http://www.otrs.de/
Yes. I don’t remember the exact
code, but look through defaults.pm for “customerownselectionpanel”
or something like that. You can define the queues you want them to see there.
Tyler Hepworth
From:
[EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Neal Timm
Sent
Where can I get more information on the multiple customer id feature in OTRS
1.3? I see there are "My Tickets" and "Company Tickets" available in the
customer panel, but I cannot find how to set these different IDs.
Any information would be appreciated.
Tha
When I try to create a ticket from the customer interface, I get the message
"need TicketID!". Could someone please point me in the right direction as
to what I should look for to fix this?
Thanks,
Tyler Hepworth
Here is the output of my logs:
Apache:
Aug 24 17:50:58 fnabogtls O
Marc Tardif wrote:
> The OTRS FAQ (http://faq.otrs.org) covers deleting all tickets from
> database. However, I would only want to delete all tickets from a
> single queue.
Keep reading the docs! :-). Look here:
http://doc.otrs.org/1.2/en/html/generic-agent-example.html#AEN1040 for the
answer.
Delshawn Colcloughly wrote:
> Hello: I am using LDAP for the customer queue. I can successfully
> search for a customer, and create a phone call /new ticket. Once it
> is created, I then open the ticket, and zoom.
> The customerID is not being displayed (its set to 'mail' in the
You have to make
Leonardo Amezquita wrote:
> Yes its a SMTP but already the it does
>
> Thanks
>
Ahora estas bien? Or todavia necesitas ayuda? Seria mehor hablar in en
espanol porque is muy dificil entender tu ingles. Si necesitas ayuda, me
puedes mandar un mensaje directament a [EMAIL PROTE
I use Active Directory (Windows 2000) exclusively for Agent
Auth, Customer Web Interface Auth, and Customer Database. There are
several tweaks that have to be made to read from Active Directory properly, but
the easiest way to explain them is to show a working config. I have
attached my AD
ature to add to OTRS.
Thanks,
Tyler Hepworth
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rom the tables system_user and groups.
Then you need to modify the table group_user to assign the appropriate
permissions to your user id and group id.
hth,
Tyler Hepworth
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rieve them?
Modify the database tables.
You will need to know your user id and admin group
id. Get these values from the tables system_user and groups.
Then you need to modify the table group_user to assign the appropriate
permissions to your user id and group id.
hth,
Tyler Hep
Marshall28 wrote:
> So is escalation time the amount of time that it takes for a ticket
> without any activity to be raised to a higher priority level?
>
Yes
Tyler Hepworth
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Arch
ecifies the keywords in the
subject line of the email can manipulate the system to open, close, move
tickets, etc depending on what logic you have programmed.
** To reiterate. This can be done but is NOT RECOMMENDED. **
That said, do what you like! :-)
hth,
Tyler Hepworth
d it will not affect the other. Also, I
thought that a user's ID was drawn from CustomerID (when the program looks
at LDAP to find out what the CustomerID is) but have found that it is drawn
from UserCustomerID.
Can anyone help me clarify what the role of these two entries are?
Thanks,
Tyler H
rectories, but the backup.sh should be enough to get you started.
Hth,
Tyler Hepworth
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Suppo
Robert Kehl wrote:
> On Tuesday, June 08, 2004 10:15 PM
> Tyler Hepworth <[EMAIL PROTECTED]> wrote:
>> I can see that OTRS was retrieving the message and appending the
>> reply to the ticket, but OTRS was not deleting the message after
>> retrieval, but does a
why this might have happened? Is it because OTRS could not
retrieve the attachment as well? What I can do to prevent it in the future?
Thanks,
Tyler Hepworth
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Is there a way to enable search functionality for the Customer Panel?
User's want to do full text searches on their tickets so they can find
forgotten information in old tickets.
Thanks,
Tyler Hepworth
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From: Jesse [mailto:[EMAIL PROTECTED]
Sent: Sunday, June 06, 2004 6:04 PMTo: User questions and
discussions about OTRS.Subject: Re: [otrs] Making Customers Only able
to Send tickets to certainqueue's
Tyler Hepworth wrote:
Jesse wrote:
Jeff Griffiths wrote:
That'
From: Jesse [mailto:[EMAIL PROTECTED]
Sent: Sunday, June 06, 2004 5:12 PMTo: User questions and
discussions about OTRS.Subject: Re: [otrs] Deleting Language
Options
Tyler Hepworth wrote:
Jesse wrote:
How do I delete languages in the FAQ section? I only want the english
one
an still
> see each of the queues when creating a ticket.
Much easier than all that. Add the following to Config.pm
#CustomerPanelOwnSelection
#(If this is in use, "just this selection is valid" for the CustomMessage.)
$Self->{CustomerPanelOwnSelect
Jesse wrote:
> How do I delete languages in the FAQ section? I only want the english
> one?
>
Here is the (probably) unapproved way of doing it.
There is table in the database called faq_language. It only holds four
values: en, de, es, fr. Delete the ones you don't want.
Stefan Berder wrote:
> Hi all,
> I'm now playing with otrs for a week and find this tool really handy.
> I used to work on RT (http://bestpractical.com/rt/) but it was hard
> to install, hard to configure, hard to modify, hard, hard, hard ...
> while with otrs, on eah thing I want to do I got an
Jesse wrote:
> I'm curious if anyone has implemented a knowledgebase into OTRS.
Yes they have. And it is quite good.
> I work for a non profit organization and have been researching the
> different open source trouble ticket software and am stuck between
> OTRS and HelpDesk OneZero (http://hel
Robert Kehl wrote:
> On Tuesday, May 11, 2004 9:14 PM
> Tyler Hepworth <[EMAIL PROTECTED]> wrote:
>> When using the utility page to search for a ticket with a certain
>> priority, the search returns ALL tickets, not just the tickets with
>> the priority I specify.
&
individual
tickets in queue B. If I make it so that the people can view each other's
tickets in queue A they can no longer see individual tickets in queue B and
vice versa. Is there a way I can have my cake and eat it too?
Thanks,
Tyler Hepworth
___
Robert Kehl wrote:
> On Friday, May 21, 2004 6:17 PM
> Tyler Hepworth <[EMAIL PROTECTED]> wrote:
>> I created a custom Postmaster module (Simple.pm) and tried to use it
>> like this:
>>
>> Kernel/Config.pm
>> [...]
>> # Job Name: Custom P
ollowing option in Config.pm
# SessionMaxTime
# (Max valid time ofone session id in seconds (8h = 28800))
$Self->{SessionMaxTime} = 28800;
Adjust the seconds value to the time that you desire.
Hth,
Tyler Hepworth
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in::FetchMail (v1.11) Line:: 169
Module: bin/PostMasterPOP3.pl (v1.11) Line: 106
Any advice would be appreciated,
Tyler Hepworth
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, I just issue the command: #>rcotrs restart and that starts my cron
for me. I thought it also set the cron to run as the correct user. What am
I missing here?
Thanks,
Tyler Hepworth
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Archive: ht
Andrej Bazovkin wrote:
> Hello!
>
> On Wednesday 26 May 2004 16:39, Teodor Georgiev wrote:
>
>> Login as agent and see on the "Phone View" (or whatever it is) menu.
>> By using it, your agent can generate tickets on customer's behalf as
>> he has received a call from them :)))
>
> The problem is
>Has anyone experienced errors when they run the mkStats.pl script ?
>
>
>
Did you solve this? I am sure GD is installed but cannot run the script as
below on SuSE 9.0
Ian
>Here's the output
>
>support:/opt/otrs/bin # ./mkStats.pl
>Can't locate GD/Graph.pm in @INC (@INC contains:
>/opt/otrs/
unbekennt X wrote:
> In many messages that are sent to customer users there is an url that
> links to the case. e.g move, opens, ownership changes, etc.
>
> I would like to remove this since I am not ready to deploy the web
> interface to the world on the other side of the firewall.
>
> I can s
ng your code there. As long as your
repository is backed up, you will always have access to any local revisions
that you make.
Hth,
Tyler Hepworth
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-Original Message-
From: Doug Hall [mailto:[EMAIL PROTECTED]
Sent: Wednesday, May 26, 2004 9:56 AM
To: User questions and discussions about OTRS.
Subject: Spam: [otrs] FW: [Ticket#: 100079] Moved ticket in "intellect"
queue!(FW: [Ticket#: 1000 [...])
How come I'm still getting these noti
ory
>
>
>
> I can see that the cron is looking for the *.pl files in my
> home directory (of course they are not there, they are in
> /opt/otrs/bin), but why is it looking there and how do I make it stop?
>
>
> Thanks,
>
> Tyler Hepworth
>
> ___
: line 1: /home/tylerh/bin/PostMasterPOP3.pl: No such file or
directory
I can see that the cron is looking for the *.pl files in my home directory
(of course they are not there, they are in /opt/otrs/bin), but why is it
looking there and how do I make it stop?
in::FetchMail (v1.11) Line:: 169
Module: bin/PostMasterPOP3.pl (v1.11) Line: 106
Any advice would be appreciated,
Tyler Hepworth
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> Many thanks for your help.
>
> What about the SMTP part? I do also have an SMTP server
> running on that
> box ... Will this interfere with the Mercury agent or viceversa?
>
You can choose not to install Mercury. You can use your existing SMTP
server instead. Do you need Mercury to rece
lder in the OTRS installation. Once you
are all set with the webserver, run the installer.pl and point your script
to your existing database. You should be all set.
This how I setup OTRS even though I had an already existing apache/mysql
installation.
Hth,
Tyler Hepworth
>
> Any idea?
Yes, Read Chapter 14 - Generic Agent
Specifically read this:
http://doc.otrs.org/1.2/en/html/generic-agent-example.html#AEN1040
It will tell you how to setup a queue that will delete any tickets placed in
it.
Hth,
Tyler Hepworth
___
If you are talking
about agents, the agents has to have the queue selected as part of their
custome queue and the agent has to choose to have new ticket notifications
sent.
hth,
Tyler
Hepworth
-Original
Message-From: Nic
Laschinge
Can someone point me in the right direction to run OTRS through SSL? I just
need a reference to a tutorial or some hints to get me started.
Any help is appreciated,
Tyler Hepworth
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proper queue.
If you
are talking about agents, the agents has to have the queue selected as part of
their custome queue and the agent has to choose to have new ticket notifications
sent.
hth,
Tyler
Hepworth
-Original Message-From: Nic Laschinger
[mailto:[EMAIL PROTECTED] Sent
s any way to see all tickets for a queue,
> even the locked ones? Each queue has a supervisor that should
> see all tickets for that queue, so he can se if his staff is
> doing their job. I couldn't find anything like this in OTRS.
Use the Utility page. Click on the queue you wan
the
design features in OTRS. So, yes, it works on IIS. Coupled with MySQL, it
might work fine. But, then again, who knows how it will work under
production load? It certainly doesn't have the benefit of mod_perl - only
fastcgi.
Tyler Hepworth
> -Original Message-
> From
e moved to
the ticket system, they can no longer do that. Is it possible to receive
their messages as html rather than stripping them down to just plain text
and links?
Thanks,
Tyler Hepworth
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Arc
> On Wed, May 12, 2004 at 05:17:54PM -0600, Tyler Hepworth wrote:
> > If I use X-OTRS to ignore a message is it also possible to send a
> > notice back to the sender informing them of the rejection?
>
> No. In this case you need to write a new PostMaster filter
> modu
If I use X-OTRS to ignore a message is it also possible to send a notice
back to the sender informing them of the rejection?
Thanks,
Tyler Hepworth
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To
> -Original Message-
> From: Tyler Hepworth
> Sent: Wednesday, May 12, 2004 2:51 PM
> To: '[EMAIL PROTECTED]'
> Subject: [otrs] Help with X-OTRS
>
>
> I have a few users that like to shout at the world and do so
> by sending a 'CC' to m
I have a few users that like to shout at the world and do so by sending a
'CC' to multiple people including my helpdesk address (even thought the
message is not for the helpdesk). I would like to setup an X-OTRS filter
that ignores mail if it comes to the helpdesk via 'CC'.
I have tried:
[...]
M
> -Original Message-
> From: Robert Kehl [mailto:[EMAIL PROTECTED]
> Sent: Wednesday, May 12, 2004 12:16 AM
> To: User questions and discussions about OTRS.
> Subject: Re: [otrs] Script wont "die"
>
>
> On Wednesday, May 12, 2004 2:04 AM
> Tyl
a way to enable this
functionality? Or is there a better method available for debugging?
Thanks,
Tyler Hepworth
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> -Original Message-
> From: Robert Kehl [mailto:[EMAIL PROTECTED]
> Sent: Tuesday, May 11, 2004 5:15 PM
> To: User questions and discussions about OTRS.
> Subject: Re: [otrs] X-OTRS not filtering properly
>
>
> On Wednesday, May 12, 2004 1:11 AM
> Tyler
rks, but too well. All message grabbed by PostmasterPOP3.pl are
automatically dumped into WebDev.
Any ideas?
Thanks,
Tyler Hepworth
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When using the utility page to search for a ticket with a certain priority,
the search returns ALL tickets, not just the tickets with the priority I
specify.
Any ideas?
Thanks,
Tyler Hepworth
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is sent for all tickets
> > that are escalated (regardless of priority).
>
> You can only combine a 'Queue => Id' setting with 'Escalation => 1'
>
Fair enough. So, I changed my criteria to:
Priorities => ['5 very high'],
Locks => [&#
ing, it should only execute the New state if the ticket is
escalated and has a priority of 5. However, the page fires when a ticket is
escalated - no matter what the priority is. Any ideas?
Thanks,
Tyler Hepworth
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. Is
there a way to pass multiple DC arguments to the Auth modules so that if one
is not available it will try the next?
Thanks,
Tyler Hepworth
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To
> -Original Message-
> From: Duarte Cordeiro [mailto:[EMAIL PROTECTED]
> Sent: Wednesday, May 05, 2004 5:26 AM
> To: User questions and discussions about OTRS.
> Subject: Re: [otrs] Ticket replies: Doesn't work as I thought
>
>
>
> >
> >
> > > Hi,
> > >
> > > Sometimes we want to get
L. Mark Stone wrote:
> On Mon, 2004-05-03 at 12:49, Tyler Hepworth wrote:
>>> Error: Unknown table 'queue' in where clause, SQL: 'update ticket
>>> set customer_id = ClientIDName
>>> where
>>> queue.id = ticket.queue_id and
Erik Mathis wrote:
> The plus is for completed successfully and the minus is for
> unsuccessfully closed.
Thanks! :-)
Tyler
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I see there are two Auto Close options
Pending auto close+
Pending auto close-
What is the difference? Why a + for one and a - for the other?
Thanks,
Tyler
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> Error: Unknown table 'queue' in where clause, SQL: 'update ticket
> set customer_id = ClientIDName
> where
> queue.id = ticket.queue_id and
> queue.name = "First Client Name::Incoming"'
>
Yes, it exists, but the sql query doesn't know where to find it because I
forgot t
L. Mark Stone wrote:
> Is there a way to change the Customer ID for every existing
> ticket on a per queue basis? (We have thousands of tickets
> in our database already, so changing each one manually is not very
> attractive!)
You are right manual labor is not attractive. Fortunately, SQL is
L. Mark Stone wrote:
>
> Unfortunately, this customer user sees no existing tickets
> when they log in. They only see tickets that they themselves create.
>
> What have we done wrong?
The tickets that are displayed are determined by what is set in the field
"CustomerID". If you want a manager
Erik Mathis wrote:
> I think you need to edit /opt/otrs/var/cron/fetchmail and then
> restart otrs.
Restart otrs. Yes, that did the trick. Thank you Sheesh, some
answers are much too simple.
Tyler
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How do I install and run the cron jobs as the OTRS user? I do not have an
the password for the OTRS user nor is there even a shell to login to as
OTRS. I changed the postmaster cron to run every 1 minute instead of 10,
but the changes have not taken effect. It still checks every 10 minutes.
And,
Title: Message
> I setup OTRS via rpm on Suse. It works
wonderfully. But, I have a few> questions about certain aspects of
it. I noticed that the setup created a> system account for the user
"otrs". What is the default password for this> account? Does
the OTRS software depend on this us
I setup OTRS via rpm on Suse. It works wonderfully. But, I have a few
questions about certain aspects of it. I noticed that the setup created a
system account for the user "otrs". What is the default password for this
account? Does the OTRS software depend on this user account and password,
or
Tyler Hepworth wrote:
> I have OTRS in production on a Win32 platform. It has quit
> working and displays the error:
>
> IO::Socket::INET: connect: Unknown error at
> C:/otrs/otrs/Kernel/cpan-lib/CGI/Carp.pm line 301.
>
>
> I have tried restarting the services and the
mysql are running (I can connect to mysql
through the phpmyadmin interface).
Anybody know what this is about? Please, I am dead in the water.
Thanks,
Tyler Hepworth
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Why is there a distinction between root-queues and sub-queues? Does the
sub-queue inherit the permissions of the root queue or is it just an
organizational thing?
Thanks,
Tyler Hepworth
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Archive
ars
that it compares the username logged onto a system against a list of user's
stored in apache (skips LDAP altogether). So, I don't think that is exactly
what you are after. I'd actually like to know more about this too. Perhaps
a cron could export LDAP user accounts into an Apa
a merge function so that I can place the ticket in the appropriate
location?
Thanks,
Tyler Hepworth.
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ot;;
my $UserDN = '';
foreach my $Entry ($Result->all_entries) {
$UserDN = $Entry->dn();
}
if (!$UserDN) {
print "User: $Uid login failed, no LDAP entry found!
BaseDN='$SearchBase', Filter='$Filter'";
}
> Did not find anything u
tly I
both send and receive mail from an exchange server. I send out directly via
the SMTP modules. I get mail via a POP3 account and a cron that runs every
minute. Anything different there or can I continue to use this same
process?
Thanks,
Tyle
ing errors, then your
problem lies in your supplied data. Either a host name, BaseDN, filter,
attribute, etc is incorrect. Active Directory uses quite a few different
settings than standard LDAP and so not everthying will mesh exactly with
what is written in the manual. The best way to fig
a merge function so that I can place the ticket in the appropriate
location?
Thanks,
Tyler Hepworth.
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configuration category that just contains a single field for writing the
instructions. (But I still want to keep the symptom, problem, solution FAQs
for other categories).
Thanks,
Tyler Hepworth
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with agent information,
Hth,
Tyler Hepworth
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Support oder Consulting für Ihr OTRS System?
=> http://www.otrs.de/
I would like to supress this behavior. Is it possible?
Thanks,
Tyler Hepworth
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Support
Where can I get the source files for the Win32 distribtion? Currently I
only have a Win32 executable that contains lots of additional apps besides
the OTRS files. I would like to get just the OTRS files.
Thanks,
Tyler Hepworth
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Title: Message
-Original Message-From: Nikunj Patel
[mailto:[EMAIL PROTECTED] Sent: Monday, April 19,
2004 8:14 AMTo: OTRSSubject: [otrs] remove
language...
Hi,
how can I remove a language from the FAQ
language. I see an interface to add and even change the va
assistance
in development and testing.
Regards,
Tyler Hepworth
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Support oder Consulting für Ihr OTRS
Adrián Deccico wrote:
> Thanks for the info, I have test Mercury with Outlook Express
> with the same Config.pm settings and is working fine, but
> Otrs allways said me the same
>
> Error: SMTP authentication failed! Enable debug for more info!
>
> This is my Config.pm file
>
> # $Self->{Ses
Adrián Deccico wrote:
> Where I cant put this parameters? In Mercury> In any file?
Sending email from the system is completely independent of Mercury. You
just need an smtp host that will accept your user name and password. You
put these paramters in your "Config.pm" file. The same that you se
Deccico Adrian wrote:
> Hi I have running OTRS in a Windows 2000 Server with the
> default configuration except for the Apache that is working
> in 8080 port.
>
> Everything works fine but I have problems sending emails.
> Always I get this error page:
>
>
>
> Error: SMTP authentication failed
> The
> Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue
> module just takes the agents which the selected escalated queue.
That's all I needed to know. Thanks.
> If you want to notify any agent who is able to work (rw) on
> the ticket, then you need to write a own GenericAgent modu
Will escalation email notification go to agents that only have placed a
queue in their custom queue? Or is it possible to make the email go to all
agents that have rights to that queue whether they have subscribed to it or
not?
Thanks,
Tyler Hepworth
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