HI I guess if he is running a one man's show or is comfortable with attaching notes and wise enough for to check time There is no issue. I just want to comment that no one was able to figure this out.*odd*
Take care No offence to any one Thanks Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: [EMAIL PROTECTED] www.pixsense.com -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Wednesday, October 31, 2007 9:53 PM To: [email protected] Subject: otrs Digest, Vol 51, Issue 65 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: otrs Digest, Vol 51, Issue 64 (Mujtaba Karim) 2. Assigning customers to companies via ldap (Baker, Greg) 3. Frederic Fraudeau/FR/Schneider est absent(e). ([EMAIL PROTECTED]) 4. Re: RE: what is the best linux distro in my situation? (Andy Lubel) 5. Re: RE: otrs Digest, Vol 51, Issue 64 (Andy Lubel) ---------------------------------------------------------------------- Message: 1 Date: Wed, 31 Oct 2007 17:36:25 +0500 From: "Mujtaba Karim" <[EMAIL PROTECTED]> Subject: [otrs] RE: otrs Digest, Vol 51, Issue 64 To: <[email protected]> Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset="us-ascii" Guys leave it if you cant do it then don't suggest stupid alternates The guy clearly said he needs to disable the lock system Here is how In SysConfig, you must disable RequiredLock in these pages Frontend::Agent::Ticket::ViewBounce Frontend::Agent::Ticket::ViewClose Frontend::Agent::Ticket::ViewCompose Frontend::Agent::Ticket::ViewForward Frontend::Agent::Ticket::ViewMerge Frontend::Agent::Ticket::ViewPending Frontend::Agent::Ticket::ViewPhoneOutbound Frontend::Agent::Ticket::ViewPriority In general, check all ..View.. pages to see wether RequiredLock is enabled. Then, you can disable the links to locks: unchek Ticket::Frontend::MenuModule###100Lock: Ticket::Frontend::MenuModule###400-Owner: in Frontend::Agent::Ticket::MenuModule and Frontend::Agent::Ticket::MenuModulePre I've done these modification and worked fine without locks for a while in the past Additionally, you might also want to disable Frontend::Module###AgentTicketLock: Frontend::Module###AgentTicketOwner: in Frontend::Agent::ModuleRegistration but I don't know if this can cause some issues Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: [EMAIL PROTECTED] www.pixsense.com -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Wednesday, October 31, 2007 5:00 PM To: [email protected] Subject: otrs Digest, Vol 51, Issue 64 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. Let OTRS mail external notify ([EMAIL PROTECTED]) 2. Re: Remove lock option from tickets (Andy Lubel) 3. Re: RE: what is the best linux distro in my situation? (kerneljack) ---------------------------------------------------------------------- Message: 1 Date: Tue, 30 Oct 2007 14:50:34 +0100 From: [EMAIL PROTECTED] Subject: [otrs] Let OTRS mail external notify To: [email protected] Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset="us-ascii" Hi, Is it posible to let OTRS mail a customer when a external note is made? -- Henry, -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.otrs.org/pipermail/otrs/attachments/20071030/d14c29b7/attachmen t-0001.html ------------------------------ Message: 2 Date: Tue, 30 Oct 2007 11:31:51 -0400 From: Andy Lubel <[EMAIL PROTECTED]> Subject: Re: [otrs] Remove lock option from tickets To: "User questions and discussions about OTRS.org" <[email protected]> Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset="US-ASCII" How many agents, just you? How many customers? You simply may not have enough of either to justify using a HelpDesk system such as OTRS, which is geared towards SMB to enterprise customers. Metrics also translate into SLA's. If you care about the customer then you would care to see how well you are responding to his needs? Can you tell me one system/application you do think does a better job of making it convenient for the agent to work customer submitted issues? -Andy On 10/29/07 9:36 PM, "Jo Rhett" <[EMAIL PROTECTED]> wrote: > Unless you don't care about metrics but instead convenience of > answering the customer. > > OTRS makes everything inconvenient, as far as I can tell. > > On Oct 26, 2007, at 6:01 AM, Andy Lubel wrote: >> i absolutely agree. people need to own (lock) the tickets they >> work on >> otherwise certain metrics you would want later cant be gotten. like >> time open --> working (locked) --> close. >> >> unless of course you are a 1 man helpdesk :) >> >> >> -Andy Lubel >> >> >> >> >> -----Original Message----- >> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On >> Behalf Of >> Richard Hinkamp - BeSite >> Sent: Friday, October 26, 2007 5:06 AM >> To: User questions and discussions about OTRS.org >> Subject: Re: [otrs] Remove lock option from tickets >> >> Disabling locks is not the way to go imho. Locks are great for >> preventing double answers etc (2 people handling the same ticket at >> the >> same time and giving different answers to the customer for >> example :S). >> What you problably want is an auto unlock after an answer. What you >> can >> do is setting the default state after answering a ticket to "closed >> succesful", in config: >> $Self->{'Ticket::DefaultNextComposeType'} = 'closed successful'; >> >> This way a ticket is closed by default after answering. When a new >> reply >> comes from the customer, it will show in the main queue again, >> without a >> lock. This way you can share all tickets with all people and only lock >> the ticket when you are handling the ticket (and this way prevent >> double >> handling of same ticket). >> >> Richard >> _______________________________________________ >> 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/ >> _______________________________________________ >> 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/ ------------------------------ Message: 3 Date: Wed, 31 Oct 2007 11:00:50 +0000 From: kerneljack <[EMAIL PROTECTED]> Subject: Re: [otrs] RE: what is the best linux distro in my situation? To: "User questions and discussions about OTRS.org" <[email protected]> Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset=ISO-8859-1 Thank you for all your answers, one other question I have: How do I migrate an older OTRS database to a new installation? The older one is at version 2.0.4 and i am trying to migrate to 2.2.3. The older installation was on a OSX Server and the new one will probably be on a Centos 5 machine with OTRS 2.2.3. Looking at the manual at http://doc.otrs.org/2.2/en/html/c2528.html, I'm thinking a simple /opt/otrs/scripts/backup.pl -d ... on the the older machine, and then a: /opt/otrs/scripts/restore.pl .... on the new box will work? Thanks for any help, On 10/28/07, Agim Cami <[EMAIL PROTECTED]> wrote: > Otrs runs fine under CentOS. > Actually I use otrs under CentOS 4.4. > So, no need to Install obligatory Suse or Fedora. > > -- > Agim Cami > _______________________________________________ > 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/ > ------------------------------ _______________________________________________ otrs mailing list [email protected] http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest, Vol 51, Issue 64 ************************************ ------------------------------ Message: 2 Date: Wed, 31 Oct 2007 10:19:18 -0230 From: "Baker, Greg" <[EMAIL PROTECTED]> Subject: [otrs] Assigning customers to companies via ldap To: <[email protected]> Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset="us-ascii" Is there any way to use ldap to assign customers to companies? We have many departments and our active directory is organized according to these departments. I am hoping to use this ldap organization to automatically assign customers to companies in otrs. Has anyone figured out how to do this yet? Thanks. Greg -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.otrs.org/pipermail/otrs/attachments/20071031/b9f04407/attachmen t-0001.html ------------------------------ Message: 3 Date: Wed, 31 Oct 2007 16:03:05 +0100 From: [EMAIL PROTECTED] Subject: [otrs] Frederic Fraudeau/FR/Schneider est absent(e). To: "User questions and discussions about OTRS.org" <[email protected]> Message-ID: <[EMAIL PROTECTED] c.com> Content-Type: text/plain; charset="iso-8859-1" Je serai absent(e) ` partir du 31/10/2007 de retour le 05/11/2007. Bonjour, Je suis actuellement absent et serai de retour le 05/11/07 ` mon bureau. Pour toute question technique, merci d'ouvrir un ticket OTRS ` l'adresse "http://support.ilevo.com/customer"; ou de de contacter le Support Technique Ilevo : +33 4 76 60 50 00 Pour toutes autres questions, merci de contacter Alice Avila au : +33 4 76 60 54 05 Hello I'm currently out of office and I will be back on 11/05/07. For all technical question, please open an OTRS ticket using the following address "http://support.ilevo.com/customer"; or contact the Ilevo Technical Support : +33 4 76 60 50 00 For all other questions, please contact Alice Avila: +33 4 76 60 54 05 -------------- next part -------------- An HTML attachment was scrubbed... URL: http://lists.otrs.org/pipermail/otrs/attachments/20071031/46d54dc1/attachmen t-0001.html ------------------------------ Message: 4 Date: Wed, 31 Oct 2007 12:40:12 -0400 From: Andy Lubel <[EMAIL PROTECTED]> Subject: Re: [otrs] RE: what is the best linux distro in my situation? To: "User questions and discussions about OTRS.org" <[email protected]> Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset="US-ASCII" No that wont work.. Read the upgrade docs. You need to run scripts if you plan on changing the version. Also, our environment runs flawlessly on OSX, why change? -Andy On 10/31/07 7:00 AM, "kerneljack" <[EMAIL PROTECTED]> wrote: > Thank you for all your answers, one other question I have: > > How do I migrate an older OTRS database to a new installation? The > older one is at version 2.0.4 and i am trying to migrate to 2.2.3. > > The older installation was on a OSX Server and the new one will > probably be on a Centos 5 machine with OTRS 2.2.3. > > Looking at the manual at http://doc.otrs.org/2.2/en/html/c2528.html, > I'm thinking a simple > > /opt/otrs/scripts/backup.pl -d ... > > on the the older machine, and then a: > > /opt/otrs/scripts/restore.pl .... > > on the new box will work? > > Thanks for any help, > > On 10/28/07, Agim Cami <[EMAIL PROTECTED]> wrote: >> Otrs runs fine under CentOS. >> Actually I use otrs under CentOS 4.4. >> So, no need to Install obligatory Suse or Fedora. >> >> -- >> Agim Cami >> _______________________________________________ >> 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/ >> > _______________________________________________ > 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/ Andy Lubel Application Administrator / IT Department GTSI Corp. 3901 Stonecroft Boulevard Chantilly, VA 20151 Tel: 1.800.999.GTSI ext.2309 Dir: 703.502.2309 [EMAIL PROTECTED] -- ------------------------------ Message: 5 Date: Wed, 31 Oct 2007 12:52:22 -0400 From: Andy Lubel <[EMAIL PROTECTED]> Subject: Re: [otrs] RE: otrs Digest, Vol 51, Issue 64 To: "User questions and discussions about OTRS.org" <[email protected]> Message-ID: <[EMAIL PROTECTED]> Content-Type: text/plain; charset="US-ASCII" These aren't "stupid" alternatives, more like warnings/caveats from real world implementations. "DANGER WILL ROBINSON" The implications of disabling what some of us consider to be a core functionality of a multi-user helpdesk system should be presented. "Fools learn from their own mistakes while the Wise Men learn from the mistakes of the Fool" Good luck in whatever choice you make, Andy On 10/31/07 8:36 AM, "Mujtaba Karim" <[EMAIL PROTECTED]> wrote: > Guys leave it if you cant do it then don't suggest stupid alternates > The guy clearly said he needs to disable the lock system > > Here is how > > > In SysConfig, you must disable RequiredLock in these pages > > Frontend::Agent::Ticket::ViewBounce > > Frontend::Agent::Ticket::ViewClose > > Frontend::Agent::Ticket::ViewCompose > > Frontend::Agent::Ticket::ViewForward > > Frontend::Agent::Ticket::ViewMerge > > Frontend::Agent::Ticket::ViewPending > > Frontend::Agent::Ticket::ViewPhoneOutbound > > Frontend::Agent::Ticket::ViewPriority > > > > In general, check all ..View.. pages to see wether RequiredLock is enabled. > > > > Then, you can disable the links to locks: unchek > > Ticket::Frontend::MenuModule###100Lock: > > Ticket::Frontend::MenuModule###400-Owner: > > in Frontend::Agent::Ticket::MenuModule > > and Frontend::Agent::Ticket::MenuModulePre > > > > I've done these modification and worked fine without locks for a while in > the past > > > > > > Additionally, you might also want to disable > > Frontend::Module###AgentTicketLock: > > Frontend::Module###AgentTicketOwner: > > in Frontend::Agent::ModuleRegistration > > but I don't know if this can cause some issues > > > Mujtaba Karim > Customer Support Manager > PixSense Inc. > 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan > C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: [EMAIL PROTECTED] > www.pixsense.com > > -----Original Message----- > From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of > [EMAIL PROTECTED] > Sent: Wednesday, October 31, 2007 5:00 PM > To: [email protected] > Subject: otrs Digest, Vol 51, Issue 64 > > 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. Let OTRS mail external notify ([EMAIL PROTECTED]) > 2. Re: Remove lock option from tickets (Andy Lubel) > 3. Re: RE: what is the best linux distro in my situation? > (kerneljack) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Tue, 30 Oct 2007 14:50:34 +0100 > From: [EMAIL PROTECTED] > Subject: [otrs] Let OTRS mail external notify > To: [email protected] > Message-ID: <[EMAIL PROTECTED]> > Content-Type: text/plain; charset="us-ascii" > > Hi, > > Is it posible to let OTRS mail a customer when a external note is made? > > -- > Henry, > > -------------- next part -------------- > An HTML attachment was scrubbed... > URL: > http://lists.otrs.org/pipermail/otrs/attachments/20071030/d14c29b7/attachmen > t-0001.html > > ------------------------------ > > Message: 2 > Date: Tue, 30 Oct 2007 11:31:51 -0400 > From: Andy Lubel <[EMAIL PROTECTED]> > Subject: Re: [otrs] Remove lock option from tickets > To: "User questions and discussions about OTRS.org" <[email protected]> > Message-ID: <[EMAIL PROTECTED]> > Content-Type: text/plain; charset="US-ASCII" > > How many agents, just you? How many customers? You simply may not have > enough of either to justify using a HelpDesk system such as OTRS, which is > geared towards SMB to enterprise customers. > > Metrics also translate into SLA's. If you care about the customer then you > would care to see how well you are responding to his needs? > > Can you tell me one system/application you do think does a better job of > making it convenient for the agent to work customer submitted issues? > > -Andy > > > On 10/29/07 9:36 PM, "Jo Rhett" <[EMAIL PROTECTED]> wrote: > >> Unless you don't care about metrics but instead convenience of >> answering the customer. >> >> OTRS makes everything inconvenient, as far as I can tell. >> >> On Oct 26, 2007, at 6:01 AM, Andy Lubel wrote: >>> i absolutely agree. people need to own (lock) the tickets they >>> work on >>> otherwise certain metrics you would want later cant be gotten. like >>> time open --> working (locked) --> close. >>> >>> unless of course you are a 1 man helpdesk :) >>> >>> >>> -Andy Lubel >>> >>> >>> >>> >>> -----Original Message----- >>> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On >>> Behalf Of >>> Richard Hinkamp - BeSite >>> Sent: Friday, October 26, 2007 5:06 AM >>> To: User questions and discussions about OTRS.org >>> Subject: Re: [otrs] Remove lock option from tickets >>> >>> Disabling locks is not the way to go imho. Locks are great for >>> preventing double answers etc (2 people handling the same ticket at >>> the >>> same time and giving different answers to the customer for >>> example :S). >>> What you problably want is an auto unlock after an answer. What you >>> can >>> do is setting the default state after answering a ticket to "closed >>> succesful", in config: >>> $Self->{'Ticket::DefaultNextComposeType'} = 'closed successful'; >>> >>> This way a ticket is closed by default after answering. When a new >>> reply >>> comes from the customer, it will show in the main queue again, >>> without a >>> lock. This way you can share all tickets with all people and only lock >>> the ticket when you are handling the ticket (and this way prevent >>> double >>> handling of same ticket). >>> >>> Richard >>> _______________________________________________ >>> 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/ >>> _______________________________________________ >>> 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/ > > > > ------------------------------ > > Message: 3 > Date: Wed, 31 Oct 2007 11:00:50 +0000 > From: kerneljack <[EMAIL PROTECTED]> > Subject: Re: [otrs] RE: what is the best linux distro in my situation? > To: "User questions and discussions about OTRS.org" <[email protected]> > Message-ID: > <[EMAIL PROTECTED]> > Content-Type: text/plain; charset=ISO-8859-1 > > Thank you for all your answers, one other question I have: > > How do I migrate an older OTRS database to a new installation? The > older one is at version 2.0.4 and i am trying to migrate to 2.2.3. > > The older installation was on a OSX Server and the new one will > probably be on a Centos 5 machine with OTRS 2.2.3. > > Looking at the manual at http://doc.otrs.org/2.2/en/html/c2528.html, > I'm thinking a simple > > /opt/otrs/scripts/backup.pl -d ... > > on the the older machine, and then a: > > /opt/otrs/scripts/restore.pl .... > > on the new box will work? > > Thanks for any help, > > On 10/28/07, Agim Cami <[EMAIL PROTECTED]> wrote: >> Otrs runs fine under CentOS. >> Actually I use otrs under CentOS 4.4. >> So, no need to Install obligatory Suse or Fedora. >> >> -- >> Agim Cami >> _______________________________________________ >> 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/ >> > > ------------------------------ > > _______________________________________________ > otrs mailing list > [email protected] > http://lists.otrs.org/cgi-bin/listinfo/otrs > > > End of otrs Digest, Vol 51, Issue 64 > ************************************ > > _______________________________________________ > 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/ ------------------------------ _______________________________________________ otrs mailing list [email protected] http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest, Vol 51, Issue 65 ************************************ _______________________________________________ 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/
