Hi, I am new to Otrs and would like to start using it, but I cannot work out how to reduce the size of the ticket number. we would like it to be much smaller i.e 8-10 characters. Can anyone point me in the right direction Regards,
________________________________ From: [EMAIL PROTECTED] on behalf of [EMAIL PROTECTED] Sent: Wed 12/07/2006 02:24 To: [email protected] Subject: otrs Digest, Vol 36, Issue 18 Send otrs mailing list submissions to [email protected] To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to [EMAIL PROTECTED] You can reach the person managing the list at [EMAIL PROTECTED] When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Where do I find the system log? (Andy Lubel) 2. Re: Where do I find the system log? (s taylor) 3. Prevent user reopening a ticket ([EMAIL PROTECTED]) 4. Re: Prevent user reopening a ticket (Andy Lubel) 5. RE: How to CONVERT 'customers' into 'agents' or 'admins'? (s taylor) 6. Uh oh! /opt/otrs/Kernel/System/DB.pm line 219 (Andy Lubel) 7. RE: Uh oh! /opt/otrs/Kernel/System/DB.pm line 219 (s taylor) 8. Re: Prevent user reopening a ticket ([EMAIL PROTECTED]) 9. How can a CUSTOMER to update their info? (s taylor) ---------------------------------------------------------------------- Message: 1 Date: Tue, 11 Jul 2006 15:35:04 -0400 From: Andy Lubel <[EMAIL PROTECTED]> Subject: Re: [otrs] Where do I find the system log? To: "User questions and discussions about OTRS.org" <[email protected]> Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset="US-ASCII" If its entered as /tmp/otrs.log then its going to the root, not relative to where its called from.. If you wanted that relative then you want tmp/otrs.log. Mine is set to /opt/otrs/tmp/otrs.log but would also work if I did tmp/otrs.log (because /opt/otrs is my home directory and considered the root of the application) In other words if you put '/' at the beginning its like going to the root of the drive. HTH, Andy On 7/11/06 3:12 PM, "s taylor" <[EMAIL PROTECTED]> wrote: > Thanks for your reply. > > I have 'write' permissions on the folder; enough that the file, > 'Kernel-System-Stats-StateAction-2006-06.cache' was able to write to it a > few days ago. > > For the SysLog file in SysConfig, I have '/tmp/otrs.log' as the LogFile name > (using the default) which I'm ASSUMING that this implies that this folder is > located in the 'var' subdirectory. > > As another attempt, I manually created the 'otrs.log' file with 777 and > placed it in '/tmp/otrs.log' (which is contained in 'var') subdir. I logged > in then out of a test account in order to generate a line entry in the log. > The 'System Log' on the web interface was updated, but nothing was written > to the 'otrs.log' file I created. > > Any ideas? > > 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/ -- ------------------------------ Message: 2 Date: Tue, 11 Jul 2006 15:48:44 -0400 From: "s taylor" <[EMAIL PROTECTED]> Subject: Re: [otrs] Where do I find the system log? To: [email protected] Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; format=flowed That did it! I used the full path '/usr/.../otrs/var/tmp/otrs.log' and now the file has been created by the system (prior to this last test, I deleted the file I manually created) and is being updated with each syslog entry! Thanks, Andy! ======================================== >From: Andy Lubel <[EMAIL PROTECTED]> >Reply-To: "User questions and discussions about OTRS.org" <[email protected]> >To: "User questions and discussions about OTRS.org" <[email protected]> >Subject: Re: [otrs] Where do I find the system log? >Date: Tue, 11 Jul 2006 15:35:04 -0400 > >If its entered as /tmp/otrs.log then its going to the root, not relative to >where its called from.. If you wanted that relative then you want >tmp/otrs.log. Mine is set to /opt/otrs/tmp/otrs.log but would also work if >I >did tmp/otrs.log (because /opt/otrs is my home directory and considered the >root of the application) > >In other words if you put '/' at the beginning its like going to the root >of >the drive. > >HTH, > >Andy > > > >On 7/11/06 3:12 PM, "s taylor" <[EMAIL PROTECTED]> wrote: > > > Thanks for your reply. > > > > I have 'write' permissions on the folder; enough that the file, > > 'Kernel-System-Stats-StateAction-2006-06.cache' was able to write to it >a > > few days ago. > > > > For the SysLog file in SysConfig, I have '/tmp/otrs.log' as the LogFile >name > > (using the default) which I'm ASSUMING that this implies that this >folder is > > located in the 'var' subdirectory. > > > > As another attempt, I manually created the 'otrs.log' file with 777 and > > placed it in '/tmp/otrs.log' (which is contained in 'var') subdir. I >logged > > in then out of a test account in order to generate a line entry in the >log. > > The 'System Log' on the web interface was updated, but nothing was >written > > to the 'otrs.log' file I created. > > > > Any ideas? > > > > 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/ > >-- > > >_______________________________________________ >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/ ------------------------------ Message: 3 Date: Tue, 11 Jul 2006 22:22:33 +0200 From: [EMAIL PROTECTED] Subject: [otrs] Prevent user reopening a ticket To: [email protected] Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset="iso-8859-1" Hello, I need to deploy a ticket system in two weeks so I have to quickly try the best alternatives, so please, forgive if the questions are too easy or have already been answered. The main question would be: Can I prevent that a user reopens a closed ticket? I'd need that the user could close itself its ticket for the case he is able to solve his problem, so I can't simply remove the status field from the interface. And a stupid question: when a user opens a ticket, he can choose the 'to' (I refer to the customer demo) field of the ticket, can't he? I'd need that the user could choose between two different kind of problems so I had thought to create two different account for them. Thanks in advance and sorry my English, Jean ------------------------------ Message: 4 Date: Tue, 11 Jul 2006 17:48:15 -0400 From: Andy Lubel <[EMAIL PROTECTED]> Subject: Re: [otrs] Prevent user reopening a ticket To: "User questions and discussions about OTRS.org" <[email protected]> Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset="US-ASCII" On 7/11/06 4:22 PM, "[EMAIL PROTECTED]" <[EMAIL PROTECTED]> wrote: > Hello, > > I need to deploy a ticket system in two weeks so I have to quickly try > the best alternatives, so please, forgive if the questions are too easy > or have already been answered. > > The main question would be: Can I prevent that a user reopens a closed > ticket? I'd need that the user could close itself its ticket for the > case he is able to solve his problem, so I can't simply remove the > status field from the interface. Check the Queue Settings for "Follow Up Option" - for what you want, "reject" may be appropriate. > > And a stupid question: when a user opens a ticket, he can choose the > 'to' (I refer to the customer demo) field of the ticket, can't he? I'd > need that the user could choose between two different kind of problems > so I had thought to create two different account for them. > /bump > Thanks in advance and sorry my English, > > Jean > > _______________________________________________ > 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/ -- ------------------------------ Message: 5 Date: Tue, 11 Jul 2006 17:51:14 -0400 From: "s taylor" <[EMAIL PROTECTED]> Subject: RE: [otrs] How to CONVERT 'customers' into 'agents' or 'admins'? To: [email protected] Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; format=flowed Anyone? Thanks. ============================== >From: "s taylor" <[EMAIL PROTECTED]> >Reply-To: "User questions and discussions about OTRS.org" <[email protected]> >To: [email protected] >Subject: [otrs] How to CONVERT 'customers' into 'agents' or 'admins'? >Date: Mon, 10 Jul 2006 16:30:07 -0400 > >Hello. > >1) How to convert 'customers' (signed up via customer.pl) into 'agents' >(move them into the 'users' table)? > >I'd like to find a way to have prospective agents to signup themselves with >the info provided in my customized 'customer.pl' form and then I, as >superadmin, give them full agent permissions. I would also want all of >their prior E-mail ticket correspondence history to go with them with the >move. > >2) What significance is the 'ro/rw' in the 'Admin Group' or 'FAQ Group' or >'Stats Group' or 'Users Group' when "CustomerGroupSupport" is activated? >If 'ro/rw' is checked for the 'Admin Group', would they be able to login >via the index.pl form? If so, what activities would they be able to do? > >Do folks really put those signed up via the customer.pl form into the >'Admin Group' shown in "CustomerGroupSupport" without first making them >full-fledged agents? If so, for what purpose or scenario? What >functions/activities can they really do with those limited permissions? > > >Thanks in advance. > > >_______________________________________________ >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/ ------------------------------ Message: 6 Date: Tue, 11 Jul 2006 17:51:43 -0400 From: Andy Lubel <[EMAIL PROTECTED]> Subject: [otrs] Uh oh! /opt/otrs/Kernel/System/DB.pm line 219 To: "User questions and discussions about OTRS.org" <[email protected]> Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset="US-ASCII" What is the correct fix for this? I have a couple other systems but my management has asked for mysql5 testing. Is there a bug with DBI or the interaction of this perl script with mysql5? DBI::db=HASH(0x1a8a56c)->disconnect invalidates 1 active statement handle (either destroy statement handles or call finish on them before disconnecting) at /opt/otrs/Kernel/System/DB.pm line 219, <DATA> line 225. OTRS 2.0.4 (tarball) Mysql 5.0.22 (binary from mysql.com) Mac OSX 10.4.7 SERVER Fink (Latest) Developer Tools (latest) Any help would be great! ------------------------------ Message: 7 Date: Tue, 11 Jul 2006 17:54:44 -0400 From: "s taylor" <[EMAIL PROTECTED]> Subject: RE: [otrs] Uh oh! /opt/otrs/Kernel/System/DB.pm line 219 To: [email protected] Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; format=flowed See Bug# 1231 for attachment and comments. HTH. ============================= >From: Andy Lubel <[EMAIL PROTECTED]> >Reply-To: "User questions and discussions about OTRS.org" <[email protected]> >To: "User questions and discussions about OTRS.org" <[email protected]> >Subject: [otrs] Uh oh! /opt/otrs/Kernel/System/DB.pm line 219 >Date: Tue, 11 Jul 2006 17:51:43 -0400 > >What is the correct fix for this? I have a couple other systems but my >management has asked for mysql5 testing. Is there a bug with DBI or the >interaction of this perl script with mysql5? > >DBI::db=HASH(0x1a8a56c)->disconnect invalidates 1 active statement handle >(either destroy statement handles or call finish on them before >disconnecting) at /opt/otrs/Kernel/System/DB.pm line 219, <DATA> line 225. > >OTRS 2.0.4 (tarball) >Mysql 5.0.22 (binary from mysql.com) >Mac OSX 10.4.7 SERVER >Fink (Latest) >Developer Tools (latest) > > >Any help would be great! > >_______________________________________________ >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/ ------------------------------ Message: 8 Date: Wed, 12 Jul 2006 00:05:11 +0200 From: [EMAIL PROTECTED] Subject: Re: [otrs] Prevent user reopening a ticket To: "User questions and discussions about OTRS.org" <[email protected]> Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset="iso-8859-1" Hi! On Tue, 11 Jul 2006 17:48:15 -0400, "Andy Lubel" <[EMAIL PROTECTED]> said: > > > > The main question would be: Can I prevent that a user reopens a closed > > ticket? I'd need that the user could close itself its ticket for the > > case he is able to solve his problem, so I can't simply remove the > > status field from the interface. > Check the Queue Settings for "Follow Up Option" - for what you want, > "reject" may be appropriate. > > Wouldn't that prevent that the user replies to the ticket while is opened? I'd like he could add notes or comments until I've had closed the ticket. Thanks again J ------------------------------ Message: 9 Date: Tue, 11 Jul 2006 21:24:33 -0400 From: "s taylor" <[EMAIL PROTECTED]> Subject: [otrs] How can a CUSTOMER to update their info? To: [email protected] Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; format=flowed Hello. Is there a way for a customer to update their info? For example: I've added 'phone' and 'company' fields for "customer.pl". If either change, I'd like for that customer to update it...BUT I want the other fields to be READ-ONLY to the customer. Is this possible? Thanks in advance. ------------------------------ _______________________________________________ otrs mailing list [email protected] http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest, Vol 36, Issue 18 ************************************
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