Hi Gerald, Thank you for your reply. When I do this, the customers won't have any "My tickets" as they all have the same CustomerID I presume? Or am I wrong?
Kind regards, Erik -----Original Message----- From: [email protected] [mailto:[email protected]] On Behalf Of [email protected] Sent: woensdag 8 december 2010 19:04 To: [email protected] Subject: otrs Digest, Vol 27, Issue 24 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. No notification for agents and customers after new ticket and new tickets created by email are not created (Erik van Ast) 2. Re: Problem CustomID(s) and "My tickets" and "Company tickets" (Gerald Young) 3. Re: Antw: Re: Antw: Upgrading from 2.4.9 to 3.0.3: pain (Martin Gruner) 4. Re: Next ticket state (Dominique 'NetAndroid' Schramm) 5. Bug Tracking - or other bug tracking integration (Clayton Doty) ---------------------------------------------------------------------- Message: 1 Date: Wed, 8 Dec 2010 13:45:51 +0100 From: "Erik van Ast" <[email protected]> Subject: [otrs] No notification for agents and customers after new ticket and new tickets created by email are not created To: <[email protected]> Message-ID: <[email protected]> Content-Type: text/plain; charset="iso-8859-1" Hi all, The agents in our organisation don't get any notifications anymore when a new ticket is created. Another thing that goes wrong is that when a ticket is being created by sending an email, the ticket is not created at all in the OTRS system. Both problems occurred after changing the authentification from DB to LDAP and after changing the passwords of 2 OTRS users in the Active Directory. My guess is that the problem lies on the email (Postmaster) of OTRS, but where can I check the settings and set the new passwords correctly? Met vriendelijke groet / Kind regards / Mit freundlichem Gru?, Erik van Ast -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20101208/fc078320/atta chment-0001.html> ------------------------------ Message: 2 Date: Wed, 8 Dec 2010 09:32:19 -0500 From: Gerald Young <[email protected]> Subject: Re: [otrs] Problem CustomID(s) and "My tickets" and "Company tickets" To: "User questions and discussions about OTRS." <[email protected]> Message-ID: <[email protected]> Content-Type: text/plain; charset="windows-1252" You're using Active Directory for customers, your map determines the customerID (Kernel/Config.pm). CustomerID must be mapped to an entry (field) in AD that has the word "TEST". On Wed, Dec 8, 2010 at 6:29 AM, Erik van Ast <[email protected]>wrote: > Hi all, > > > > I hope someone can help me with this. > > > > We want all customers to see each other?s tickets. We have accomplished > this by making sure a customer also has a CustomIDs (TEST) which is > connected to a field in our AD (we have our customers authenticated with > LDAP) and all tickets have a CustomID (TEST) that is the same as the > CustomIDs (TEST) of the customer so the ticket is visible for all customers. > That?s the good part, but now comes the part I don?t like. When I create a > new ticket with user A the ticket is visible in his ?My tickets? and the > CustomID of the ticket is his email address. When I change the ticket ID to > the value that all customers have as CustomIDs (TEST) I can see the ticket > in his ?Company tickets?, but the ticket is gone from his ?My tickets? > because I changed the customID of the ticket and now the ?Customer > Information? of the ticket is empty. > > How can I make sure that when user A creates a ticket, the ticket is shown > in his ?My tickets? and in ?Company tickets?? Is it possible to create the > field CustomIDs also with the ticket? Or is it possible to search for other > fields when displaying ?My tickets?? > > > > I hope someone can help me with this? > > > > Met vriendelijke groet / Kind regards / Mit freundlichem Gru?, > Erik > > > > --------------------------------------------------------------------- > 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 > -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20101208/91fba88a/atta chment-0001.html> ------------------------------ Message: 3 Date: Wed, 08 Dec 2010 16:09:24 +0100 From: Martin Gruner <[email protected]> Subject: Re: [otrs] Antw: Re: Antw: Upgrading from 2.4.9 to 3.0.3: pain To: "User questions and discussions about OTRS." <[email protected]> Message-ID: <[email protected]> Content-Type: text/plain; charset=ISO-8859-1 >From Bj?rns reply off-list, this was indeed the problem. If you do modify files locally, carefully check after the upgrade for *.rpmnew files. These must be moved over the original files for OTRS to be able to work correctly. Please refer to http://doc.otrs.org/3.0/en/html/c2580.html to see why you do not need and should not modify *.dtl files that come with OTRS, even if you want to make changes to your system. Regards, mg Am 08.12.10 10:36, schrieb Martin Gruner: > Hi Bj?rn, > > I believe that your problem might be caused by modified files. RPM will > not update DTL files which were locally modified. In that case, it will > store the new file as $File.rpmnew. Of course, this will break the > system. Can you check if any .rpmnew or any other additional files are > present in /opt/otrs after the initial rpm upgrade? > > Regards, mg > > > > Am 08.12.10 09:50, schrieb bjoern wahl: >> Workaround: >> >> - rpm -U /tmp/otrs-3.....rpm >> - cat scripts/DBUpdate-to-3.0.mysql.sql | mysql -p -f -u root otrs >> - scripts/DBUpdate-to-3.0.pl >> - cat scripts/DBUpdate-to-3.0-post.mysql.sql | mysql -p -f -u root otrs >> - bin/otrs.RebuildConfig.pl >> - bin/otrs.DeleteCache.pl >> - mysqldump -u username -ppassword database_name > FILE.sql >> >> Now uninstall all otrs, del the folder /opt/otrs/. >> >> - rpm -i /tmp/otrs-3....rpm >> - mysql -u username -ppassword database_name < FILE.sql >> >> WORKED! >> >> But its not a real solution ....we`ll wait until otrs.3.1 if there do >> not come up any heavy impacts.... >> >> bjoern >> >> Mit freundlichen Gr??en >> >> __________________________________ >> >> Bj?rn Wahl >> Leiter EDV-Abteilung >> Betriebswirt Fachrichtung Wirtschaftsinformatik >> >> >> St.-Marien Hospital Borken GmbH >> Am Boltenhof 7 - D-46325 Borken >> Telefon: +49 (0) 2861 97 - 1125 >> Telefax: +49 (0) 2861 97 - 5 1122 >> [email protected] >> www.hospital-borken.de >>>>> Martin Gruner 08.12.10 9.24 Uhr >>> >> Hi Bj?rn and Aron, >> >> this seems to be caused by JavaScript errors. Can you please post >> a) your Kernel/Config/ZZZAuto.pm >> b) the generated HTML code of your Dashboard >> >> Btw, we improved the UPGRADING instructions file, the improvements will >> be in the next release of OTRS, 3.0.4. Please see >> http://source.otrs.org/viewvc.cgi/otrs/UPGRADING?view=markup and check >> if there is anything that might apply to you. >> >> Regards, mg >> >> Am 07.12.10 10:45, schrieb bjoern wahl: >>> We have also a lot of pain with the move to 3.0.3. >>> >>> http://forums.otrs.org/viewtopic.php?f=35&t=6831 >>> >>> I did not manage to solve the problem by now. >>> If you have any solution please mail. >>> >>> Mit freundlichen Gr??en >>> >>> __________________________________ >>> >>> Bj?rn Wahl >>> Leiter EDV-Abteilung >>> Betriebswirt Fachrichtung Wirtschaftsinformatik >>> >>> >>> St.-Marien Hospital Borken GmbH >>> Am Boltenhof 7 - D-46325 Borken >>> Telefon: +49 (0) 2861 97 - 1125 >>> Telefax: +49 (0) 2861 97 - 5 1122 >>> [email protected] >>> www.hospital-borken.de >>>>>> Aron Rotteveel 07.12.10 10.42 Uhr >>> >>> Hi, >>> >>> I have just *tried* upgrading from 2.4.9 to 3.0.3 but found it to be a >>> great >>> pain. I have manually plowed through the database and ZZZAuto.pm to >>> change >>> our default theme to 'Standard' again to make the basics work, but >> after >>> that it seems that I am left with a completely unusable installation. >>> >>> I can not click anything except for the tickets in the dashboard view. >>> When >>> I get in the ticket screen, I can no longer click *anything*. Not the >>> menus, >>> not the ticket/conversation options, nothing. My bet is this is caused >>> by >>> overusage of JavaScript and not providing a fallback. If this is the >>> case, >>> this should really be re-thought. The interface does not really feel >>> that >>> intuitive compared to 2.x and the use of JavaScript I have seen so far >>> does >>> not really improve it, especially if it is the cause for errors like >>> these. >>> >>> I have tested this in Google Chrome, Firefox 3.6 and IE8. None of them >>> work. >>> My Firebug console shows the following JavaScript error in the ticket >>> detail >>> screen: printStackTrace is not defined (/js/Core.App.jsm, line 42) >>> >>> I have this can be fixed soon. >>> >>> -- >>> Best regards / Met vriendelijke groet, >>> >>> Aron Rotteveel >>> >>> Registergericht : Amtsgericht Coesfeld >>> Registernummer : HR B 4914 >>> Vertretungsberechtigter Gesch?ftsf?hrer: Dipl.-Kfm. Christoph Br?cker >>> Umsatzsteuer-Identifikationsnummer gem 27 a Umsatzsteuergesetz: DE >>> 307/5937/0049 >>> Aufsichtsrat: Herr Hubert Vennemann (Vorsitzender) >>> >>> --------------------------------------------------------------------- >>> 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 >>> -- Martin Gruner Senior Developer R&D OTRS AG Europaring 4 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Gesch?ftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: Andr? Mindermann Steigern Sie Ihre Effizienz um 30% - mit OTRS Help Desk 3.0: http://www.otrs.com/ ------------------------------ Message: 4 Date: Wed, 08 Dec 2010 16:12:25 +0100 From: Dominique 'NetAndroid' Schramm <[email protected]> Subject: Re: [otrs] Next ticket state To: "User questions and discussions about OTRS." <[email protected]> Message-ID: <[email protected]> Content-Type: text/plain; charset=ISO-8859-1 Jean BROW schrieb: > How can I change so "Next ticket state:" always is "sucsessfull closed" ? As an example you can set the next ticket state by compose response to customer via sysconfig: Ticket::Frontend::AgentTicketCompose###StateDefault King regards -- Dominique 'NetAndroid' Schramm - Twitter: @NetAndroid_BY - Identi.ca: @netandroid ------------------------------ Message: 5 Date: Wed, 8 Dec 2010 11:03:49 -0700 From: Clayton Doty <[email protected]> Subject: [otrs] Bug Tracking - or other bug tracking integration To: [email protected] Message-ID: <[email protected]> Content-Type: text/plain; charset="iso-8859-1" Sorry for bringing this up as I can see from google searches that this question is asked quite often. With that said for some reason i am unable to find an answer. Is there any bug tracking capabilities in OTRS? or is there any integration with a bug tracking software? (Bugzilla preferred) I am looking for a solution to handle our helpdesk and also something to handle out websites bugs and feature requests. I don't mind if they are two separate systems, but it would be nice to generate bugs from tickets. I am very open to any suggestions. Thank you. Clay -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20101208/5045ee2c/atta chment.html> ------------------------------ --------------------------------------------------------------------- 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 End of otrs Digest, Vol 27, Issue 24 ************************************ ______________________________________________________________________ This email has been scanned by the MessageLabs Email Security System. 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