Re: [otrs] Automatic creation of tickets for reccurring maintenance tasks
Hi, I use crontab + scripts in Perl that injects emails in postmaster.pl to do that for managing my backup works. Generic agent is for now only for ticket yet created. But I also guess it will not be difficult to create what could be called a "generic customer" to automatically create tickets inside OTRS application. Hope you can understand my english (et bonjour de France !) 2008/7/9 Charaoui, Jerome <[EMAIL PROTECTED]>: > Hello, > > I'm wondering if OTRS supports creating pre-defined tickets > automatically at certain intervals of time. For example, let's say > someone should check the logs of some server every week, a ticket would > be created automatically every Monday for this task. > > I've read about the Generic Agent, but it didn't see anywhere that it > could also create tickets. > > > Thanks, > > -- > Jérôme Charaoui <[EMAIL PROTECTED]> > Service informatique - Collège de Maisonneuve > ___ > 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/
Re: [otrs] DirectoryIndex
You tried to use an url ending with /otrs/cgi-bin ? 2008/6/19 Lombardi Tonio at MFSS <[EMAIL PROTECTED]>: > Hi, > > > > I am trying to set DirectoryIndex to index.pl so that index.pl will load as > the default document under the otrs directory. Does anyone have a clue how > to do this? I can't seem to find my way around the apache configuration to > get it to work. I am trying to set directoryIndex as follows but it wont > work. Any idea why? > > > > > > /etc/httpd/conf.d/otrs.conf: > > > > > > > > > > ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/" > > Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" > > > > # if mod_perl is used > > > > > > # load all otrs modules > > Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl > > > > # Apache::Reload - Reload Perl Modules when Changed on Disk > > PerlModule Apache::Reload > > PerlInitHandler Apache::Reload > > > > # set mod_perl2 options > > > > #ErrorDocument 403 /otrs/customer.pl > > AllowOverride None > > ErrorDocument 403 /otrs/index.pl > > PerlHandler ModPerl::Registry > > Options +ExecCGI > > PerlOptions +ParseHeaders > > Order allow,deny > > Allow from all > > SetHandler perl-script > > > > > > > > > > # directory settings > > > > AllowOverride None > > Options +ExecCGI -Includes > > Order allow,deny > > Allow from all > > DirectoryIndex index.pl > > > > > > AllowOverride None > > Order allow,deny > > Allow from all > > > > Regards, > > Tonio Lombardi > ICT Applications Officer > > Information Management Unit > Ministry for Social Policy > Valletta, Malta > > tel: +356 2590 3342 > fax: +356 2590 3331 > e-mail: [EMAIL PROTECTED] > www.spic.gov.mt www.msp.gov.mt > > Please read our privacy policy: > http://www.msp.gov.mt/ministry/email_privacy_policy.asp > > > > ___ > 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/
Re: [otrs] Reopen pending reminder
2008/6/18 CARNINO Daniele <[EMAIL PROTECTED]>: > Hello all, > in our OTRS implementation we are planning to only use "pending reminder" > status, togeter with "close" and "open". > I have two questions for you: > > a) There's a way to have the "pending reminder" tickets reopened > automatically at the end of pending period? > I've try with Ticket:StateAfterPending in Core:Ticket with no success. > Should I use the generic agent for that duty? StateAfterPending only works for pending auto states. By default there are only "close auto +" and "close auto -" states. You should try to add a new pending auto state called for instance "close auto open" and add a line in StateAfterPending fot this new state. As that is not a pending reminder state, you should not receive a notification email when the pending is timing out. > > b) Furthermore, there's another way to set manually the status to "open" > other than using "compose answer" and set the new status? > This, because we don't want let the customer know that ticket has reopened. > You can add an internal note to do that ___ 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/
Re: [otrs] [Close a ticket from a remote application]
Hi, I've not tested that case but it should be possible to do what you want. Do you use an email with a X-OTRS-FollowUp-State header ? Do you set the ticket number in the subject ? You can also use the SOAP web service. 2008/6/5 olivia hime <[EMAIL PROTECTED]>: > Hi, > > My company uses OTRS version 2.2.5. I have to close tickets from a remote > application and i don't know how to proceed. I tested X-OTRS Header but > unsuccessfully. Have you idea to resolve my problem ? Can i close a ticket > if i know its number with a simple mail ? > > In advance thank you for your help. > Best regards. > > > Plus de 15 millions de français utilisent Windows Live Messenger ! > Téléchargez Messenger, c'est gratuit ! > ___ > 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/
Re: [otrs] Queues organization
Tickets in subqueues only appears if the agent is in the group of the subqueue (or has a role that is in the group of the subqueue). Another idea? 2008/5/23 Nils Breunese (Lemonbit) <[EMAIL PROTECTED]>: > Sébastien Prud'homme wrote: > >> Can someone explain me the advantages of using a tree of queues (using >> subqueues) instead of using a flat structure (no subqueues). > > I believe tickets in subqueues also appear in the parent queue. > > Nils Breunese. > ___ > 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/
Re: [otrs] Queues organization
I understand your setting but you can obtain the same results by creating simple queues instead of subqueues. I try to understand any real advantage of using subqueues but i can't see anyone... 2008/5/23 Marco Vannini <[EMAIL PROTECTED]>: > I use them as follow. Assuming that we use otrs internally where a > test group make us request about new product install, analisys of > fault in application, configuration changes, we configured queue as > follow: > > PRE > PRE::Config > PRE::Analisys > PRE::Install > PRE::Fault > > SIT > SIT::Config > SIT::Analisys > SIT::Install > SIT::Fault > > > Where PRE & SIT are a preproduction environment and sit is a system > integration test environment. > > cheers > > MV > > > On Thu, May 22, 2008 at 11:08 PM, Sébastien Prud'homme > <[EMAIL PROTECTED]> wrote: >> Hi, >> >> Can someone explain me the advantages of using a tree of queues (using >> subqueues) instead of using a flat structure (no subqueues). >> >> 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 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/ > ___ 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] Queues organization
Hi, Can someone explain me the advantages of using a tree of queues (using subqueues) instead of using a flat structure (no subqueues). 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 or consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] Need help for configuration
2008/5/21 DAVAUT Benoit [FR] <[EMAIL PROTECTED]>: > Hello, > > > > I'm trying to configure OTRS to match up to our needs. But here are the > problems I have: > > > > - When a customer opens a new ticket or reply via the web > interface, we don't receive any notification by email! Where can I set it? > because I didn't find … > In your preferences, select the queues you want to watch and activate the notification > - The second problem is a bit of a particular case : I have company > with multiple sites. For example with customer ID : DAV001 / DAV002 / DAV003 > ! How can we ensure that the customer can deal with tickets for is own site > (My Tickets), but see ALL tickets of various sites (Company Tickets) DAVXXX > ? Because, he can handle any ticket company !! > > Do you mean have access to company tickets in read only mode? > > Do you understand my problem? If so, can you help me … please ? > > > > Thanks for your help ! > > Best Regards, > > > > Benoit DAVAUT > > Adoptez l'éco-attitude. > > N'imprimez ce mail que si c'est vraiment nécessaire. > > > > ___ > 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/
Re: [otrs] Mass Actions
You can set up a job in the administration interface to do that: http://doc.otrs.org/2.2/en/html/x1149.html 2008/5/6 <[EMAIL PROTECTED]>: > I have an installation that was used for testing. I'm ready to clear its > queues and start using it for production. > > There are several hundred open tickets there now. Is there a way to close a > large number of tickets quickly, without having to click through every mail > and deal with the pop-up? > > > This message was sent using IMP, the Internet Messaging Program. > > > ___ > 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/
Re: [otrs] Compose new Ticket as Agent
Hi, In my version of OTRS i needed a way for agent to create simple ticket (without email or phone) so i patched OTRS to do that by copying what is done for phone ticket and adding a new icon in the top bar. I don't know if it's the best way to do that but this is what i've done... 2008/3/13, Glaab, Achim <[EMAIL PROTECTED]>: > > > Hello > > I have got a little problem. > > When I am logged in as an agent to OTRS. There is only the possibility to > compose new phone or email tickets. > Is there a possibility to compose "customer" tickets w/o the email / phone > status? > > Regards > > Achim > > ___ > 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/
Re: [otrs] Move Ticket Number to end of Subject Line and Ticket Description in Interface
Hi, Queue view is sort first by priority then by age. And there is a config option that tells weither the sort is ascending or descending. 2008/3/13, Andy Robbins <[EMAIL PROTECTED]>: > > > > > I was wondering if there is a way that you can modify OTRS so that ticket > numbers are appended to the end of the subject. Also, if we do this, will > that affect the way the subject lines are displayed in QueueView? Also, > would changing the location of the ticket # affect the feature in OTRS which > appends replies from customers to existing cases based on the ticket # in > the subject line? > > > > Also, does anyone know how messages are sorted in QueueView. By default, > they sort in ascending order. What I'm not sure of though, is whether they > sort that way based on the ticket number, or based on some other information > stored in the system. For instance, if the Ticket # were appended to the end > of the subject line instead of the beginning, would QueueView then display > tickets in ascending alphabetical order? > > > > Major thanks to anyone who knows more than I do and can give me some > direction on this, > > > > -Andy > ___ > 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/
Re: [otrs] Removing the language option from the login pages
Just edit the HTML template 2008/3/5, Clary, Steve <[EMAIL PROTECTED]>: > > > > > Can anyone tell me how to remove the language option from both the login.pl > and customer.pl pages? > > > > Steve > ___ > 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/
Re: [otrs] freetext-fields for queues?
Hi, This will be possible in next version of OTRS (2.3.x) Search "New Feature: Queue Preferences" in the OTRS dev mailing-list archive 2008/2/28, Kai Sommer <[EMAIL PROTECTED]>: > Dear OTRS users, > > in our OTRS we just do some "statistics" (open, new, pending, ecalating, > ... tickets) as a cron-job that sends an e-mail every night to > configurated "supervisors". > Now I wanna write that "supervisors" - which is a normal agent - for > every queue into the database (to not use a textfile for the association). > > Can someone explain me how I can create such a freetext field for the > queues? - First I tried to use the "description"-field but now we need > that for real description... :( > > Thanks a lot and best regards! > > > Kai Sommer > ___ > 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/
Re: [otrs] OTRS Is Very Slow For Me
When you use an "empty answer" you send a mail to the client. Are you sure your smtp configuration is ok? 2007/12/21, Carlos Williams <[EMAIL PROTECTED]>: > Guys - I am responsible for a server running otrs-2.1.4-01. They OTRS system > accepts emails fine and generates tickets fine however when you attempt to > close the ticket with the "empty answer" option, the system hour glasses for > like 1-2 minutes before it allows you to modify the ticket. It is beyond > slow and never use to be this way. I don't know what to do to understand > what is causing the latency. The file system on the OS is fine and does not > look to be full by any means so I would think there is perhaps something > wrong with the data base or something else. I have no experience with OTRS > so I am scared to make any changes and don't know where to look. It works > fine is the bottom line, it is just super slow. > > Any thoughts? > > -- > This EMAIL was sent from a Linux (virus free) environment... > ___ > 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/
Re: [otrs] OTRS and PKi authentication
Hi, You should configure OTRS to use the Apache authentification. CAC seems to use a X509 certificate. Apache mod_ssl module knows how to handle that : http://gentoo-wiki.com/HOWTO_CAC_Server . 2007/12/21, Maurice James Ny <[EMAIL PROTECTED]>: > > > > > I know it's a long shot here but has anyone implemented OTRS on PKI (Public > Key Infrastructure) ? We use CAC (Common Access Card) for authentication and > I was wondering if anyone knows how to accomplish this task (feat). > ___ > 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/
Re: [otrs] HTTPBasicAuth with LDAP ???
Hi,
HTTPBasicAuth means you delegate the authentification to your web
server. So you still need to configure an authentification backend.
With Apache, you can use a lot of the auth modules. If you want some
kind of SSO (single sign on), try configuring mod_ntlm.
See an example there : http://drupal.org/node/44718
2007/12/14, Дмитрий Журавлёв <[EMAIL PROTECTED]>:
> Hi all.
>
> My problem is to make customers authentication without any typing logins and
> passwords.
>
> First : I have AD on win2003 server (domain controller) (IP i.e.
> 192.168.167.254)
>
> Second: Another computer with OTRS installed (in the same network, but not in
> domain), (IP i.e. 192.168.167.200)
>
> Third: Customer's computer, which is in the same domain (IP i.e.
> 192.168.167.201)
>
> All computers are under Windows XP, except domain controller.
>
>
>
> I could establish customers' connection to OTRS database, typing domain
> username and password in customer.pl site. (So, LDAP authentication is
> working properly).
>
> But when I try to follow admin's manual to setup OTRS HTTPBasicAuth, I always
> get the same error:
> [Notice][Kernel::System::CustomerAuth::HTTPBasicAuth::Auth] User: No
> $ENV{REMOTE_USER} !(REMOTE_ADDR: 192.168.167.201).
>
>
>
> Is it possible to make such kind of connection to OTRS? I'd be very pleased,
> if someone could show me the working example of this task.
>
>
>
> Thanks.
>
>
>
> Dmitry Z.
>
> ___
> 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/
Re: [otrs] Postmasterfilter failed => where is the mail?
Hi, I dont' know the bahaviour in case of problem with PostmasterPOP3.pl but on my configuration with fetchmail and an IMAP mail box, the mail is not deleted on the IMAP server if the Postmaster.pl script fails. Are you sure the mail has been deleted from your POP3 server? 2007/10/9, Alexander Scholler <[EMAIL PROTECTED]>: > Hi, > > my PostmasterPOP3.pl claimed "Can't process mail, see log sub system!" > I looked up the logs and recognized that I wrote a wrong Postmaster filter: > it tried to set a priority which is not available. > > OK, I corrected the mistake and now all works fine again. > > But the question I want to ask here: > The mail which could not be imported to OTRS seems to be gone - no > longer available in any queue. Am I right? Then I worry about a not > proper working postmaster filter mechanismn which causes mail-loss until > the problem is recognized and corrected. > > Bye, Alex > > ___ > 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/
Re: [otrs] How to install FAQ module on OTRS 2.2.2
ftp://ftp.otrs.org/pub/otrs/packages/ Then use the bin/opm.pl script to install the package 2007/9/26, Régis OBERLE <[EMAIL PROTECTED]>: > Hello, > > Now that I have a full working OTRS install, I would like to add the FAQ > module. > My OTRS does not have acces to internet, so I need the opm package, but can't > find it neither on the download area of otrs.org, nor on the ftp site. > I probably missed someting, but I don't know what. > Can someone point me to the right direction please ? > > Note: I already successfuly installed the ITSM module. > > Thank you > > Régis > ___ > 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/
Re: [otrs] queue order
Do you mean your locked tickets? 2007/8/23, Peter Hoogkamer <[EMAIL PROTECTED]>: > General means the "My Queues" at the beginning of the bar. After this > all my custom made queue whicht I want to display and use are shown. > But when I login I always see the contents of the "My Queues" queue > (so all the queue's together). What I want is to see the contents of > my personal queue with all my personal tickets. > > Peter Hoogkamer > > 2007/8/23, Nils Breunese (Lemonbit) <[EMAIL PROTECTED]>: > > Peter Hoogkamer wrote: > > > > > I am starting to use OTRS now and I have made several queues. But now > > > I would like to see my personal queue listed when I log in to OTRS and > > > not the general queue. > > > > > > Can somebody tell me how to do this?? > > > > What is a general and a personal queue? > > > > Nils Breunese. > > > > > > > > ___ > > 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/ > ___ 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/
Re: [otrs] Database replication
I'm not sure you can do this with MySQL or PostgreSQL if you want write access to the database on every location. On a master-slave configuration the slave is read-only. On a master-master (mysql cluster), you need to be on a LAN. 2007/8/22, Adriano Amaral <[EMAIL PROTECTED]>: > Well MySQL or Postgress do a good job on replication. > > check this up > > http://www.howtoforge.com/mysql_database_replication- this is a > Master-Slave, but you can have Master-Master replications (on Mysql) > > Good Luck > > Adriano > > [EMAIL PROTECTED] a écrit: > > Hi, > > > > i'm working for an international operating company and we want to use > > otrs as our global helpdesk-system. So I need a way to replicate the > > databases to different location so that every location has the same > > view, or at least almost. Has anybody done this before and give me a > > little hint how to accomplish this. > > > > Many thanks in Advance > > > > Thorsten > > > > > > ___ > > 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/ > ___ 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/
Re: [otrs] Not sending email for new tickets?
As i said you can select the queues in the admin interface. You can also turn off these settings in the agent preferences so that agent can't change them. (or you can hack GetSubscribedUserIDsByQueueID function in Kernel/System/Ticket.pm) 2007/8/20, david raistrick <[EMAIL PROTECTED]>: > On Sat, 18 Aug 2007, Nils Breunese (Lemonbit) wrote: > > > But is the queue selected? Notifications are only sent for selected queues. > > > This did the trick. Emails are now sent to agents for new tickets. > > I was hoping there was a way to /force/ this to happen, instead of > requiring each agent to select this manuallyany ideas (short of using > a script to keep these selected in the "personal_queues" table..)? > > > thanks! > > ..david > > > > --- > david raistrickhttp://www.netmeister.org/news/learn2quote.html > [EMAIL PROTECTED] http://www.expita.com/nomime.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 > 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/
Re: [otrs] ticketc owend by admin not queue agent
This is the normal behaviour. When a new ticket arrives in a queue, it is in the "new" state, no agent is working on it yet and the owner is 'administrator'. An agent can be the owner either be locking the ticket, by adding a response to it or if another agent change the owner of the ticket. You can add a GenericAgent if you want the ticket to be automaticaly owned by your agent: http://lists.otrs.org/pipermail/otrs/2004-October/006376.html 2007/8/20, Alan McKeown <[EMAIL PROTECTED]>: > > hello, > I have a customer creating tickets which go to the correct queue. > I have an agent who has the queue in his group set-up however the new ticket > is owned by 'administrator' and not the queue agent. Please can some help > with this? > > regards > > Alan > -- > This message has been scanned for viruses and > dangerous content by JoraPh Consulting, (Server #1) > and is believed to be clean. > ___ > 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/
Re: [otrs] bulk close for all tickets in queue
Hi, I'm not at work now so i'm not sure, but you can try to create and run a GenericAgent that select these tickets in your queue and close them. 2007/8/17, Jenkins, Robert <[EMAIL PROTECTED]>: > > > > > Hi all, > > > > Newb user here.. We have a particular queue that has about 500 open tickets > left over from a beta project. Is there a simple way to batch close all > ticketes in this queue in one action? We are running ver 2.1.2 > > > > Thanks! > > > > rob > > > ___ > 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/
Re: [otrs] Not sending email for new tickets?
Hi, Don't mix customers and agents. The owner of a ticket is in OTRS the agent who is working on it. What you seem to have configured is the customer part of the notifications. For agent notifications, each of them have to configure the notifications in their preferences (and select the queues in "my queues"). If i remember you can also set the agent preferences in the admin interface. 2007/8/17, david raistrick <[EMAIL PROTECTED]>: > > Folks, > > Just installed 2.2.2 and am trying to get things setup. > > I'm having trouble getting the system to send a notification email to > members of a Queue when a new ticket is created in the Queue. > > Email in general works (to the owner of a ticket when the ticket is > created or closed, user creation and password emails, etc). > > >From what I can tell, all of the correct options are turned on to allow > these notification emails to happen, but no email is ever generated. > > Here's what shows up in the log. [EMAIL PROTECTED] is the "customer" who > created the ticket, and is not a member of the queue the ticket is created > it: > > Aug 17 18:26:32 miami OTRS-CGI-10[20987]: > [Notice][Kernel::System::Ticket::TicketCreate] New Ticket > [200708171057/.] created (TicketID=15,Queue=Sysadmin,Priority=3 > normal,State=new) > Aug 17 18:26:32 miami OTRS-CGI-10[20987]: > [Notice][Kernel::System::Ticket::Article::ArticleSend] Sent email to 'test > customer <[EMAIL PROTECTED]>' from 'OTRS System <[EMAIL PROTECTED]>'. > HistoryType => SendAutoReply, Subject => [Ticket#200708171057] .; > Aug 17 18:26:32 miami OTRS-CGI-10[20987]: > [Notice][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto > response (SendAutoReply) for Ticket [200708171057] (TicketID=15, > ArticleID=31) to 'test customer <[EMAIL PROTECTED]>'. > > > > > Any help, suggestions, documentation pointers, or known bugs that might > help me out here? > > I've make sure the queue has a "auto reply/new ticket" set in > AutoResponses <> Queue. > > > > Ideas? > > > thanks. > > > > --- > david raistrickhttp://www.netmeister.org/news/learn2quote.html > [EMAIL PROTECTED] http://www.expita.com/nomime.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 > 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/
Re: [otrs] More than one instance of OTRS on the same server
It seems that mod_perl uses the same pool when "compiling" perl modules. The solution i found is to make a clone of the main perl interpreter: http://perl.apache.org/docs/2.0/user/config/config.html#C_Parent_ 2007/7/9, Elias Probst <[EMAIL PROTECTED]>: Hi, after struggling with this since nearly 3 months and trying to get it working I'm now finally seeking help on this mailinglist .. ;-) I'm currently reworking the Gentoo ebuilds and their webapp-config routines for OTRS because the current existing solution is very hard to setup and not really flexible. One of my goals is to make it possible running more than one OTRS instance on the same server because I (and surely a lot of other users) need this for having testing environments available. Didn't succeed yet - every other installed instance just shows the content of the first running instance. It seems that the other instances just take their configuration from Kernel/Config.pm of the first instance. What I tried so far: - Every instance running on it's own or on Apache2 using mod_perl - Unique values in Kernel/Config.pm: - SystemID - FQDN (when using vhosts: foo.host.domain, bar.host.domain) - Database - DatabaseUser - Frontend::ImagePath - LogModule::LogPath - Changed paths in apache2-perl-startup.pl per instance Does anybody know how to make more than one instance on the same server working? There shouldn't be any strange workaround like "running a second apache instance through mod_proxy" or "running a second apache instance on another ip/port". Also not using mod_perl is no option because of the dramatic loss of performance. I just want to be able using more than one instance with mod_perl and I'm wondering why this doesn't work? Is this a bug in OTRS or mod_perl? Is it a intended behaviour? I've already filed a bug at http://bugs.otrs.org/show_bug.cgi?id=2037 but noone answered yet. Regards, Elias P. -- A really nice number: "09:F9:11:02:9D:74:E3:5B:D8:41:56:C5:63:56:88:C0" ___ 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/
[otrs] OTRS 2.1.1: difference between owner and responsible?
Hi, A simple question. In 2.1.1 version of OTRS there is a new feature called "responsible". What is the difference between a ticket responsible and a ticket owner? Regards ___ 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/
Re: [otrs] otrs and ldap and tls
Hi,
I simply use this on our configuration:
$Self->{'AuthModule::LDAP::Host'} = ['ldaps://myserver1', 'ldaps://myserver2'];
myserver1 is our master LDAP server
myserver2 is our slave LDAP server
It's the perl module that do the SSL/TLS connection.
2006/8/18, Herbert Mueller <[EMAIL PROTECTED]>:
hallo
We want to configure a TLS connection to an
LDAP server.
What is to do?
greetings Herbert Mueller
--
Dr.Herbert Mueller
Physikdepartment Z30
85748 Garching
Tel 089 289 12391
FAX 089 289 12296
___
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/
Re: [otrs] Limiting of Sub Queue Visibility
Here is a copy of a mail on this list :
---
I dont know if i understood your question but if you want to limit the
queues a customer have access to, you can do that :
- enable customer group support in Config.pm :
$Self->{'CustomerGroupSupport'} = 1;
- define customer default groups in Config.pm :
$Self->{'CustomerGroupAlwaysGroups'} = ['system level 1', 'security level 1']
'system level 1' and 'security level 1' are 2 groups i use in my otrs
setup, each one associated with a queue. I've also 'system level 2'
and 'security level 2' groups, each one associated with some level 2
sub-queues.
This way, my customers only see the level 1 queues, not the level 2 sub-queues.
---
2006/6/22, Prafulla Kumar H.S. <[EMAIL PROTECTED]>:
Hi,
I have created a main queue by name "Helpdesk" and associated this one
to Helpdesk Administrators Group.
Under this queue, I have created queues by name (naming only few of
them) such as
CDCutting
DevTestLab
Download
HardwareProblems
and so on.
None of the users are having any right with default "users" group.
I feel that I have configured the system in proper manner as explained
in the manual.
My requirement is that the above mentioned sub-queues should not be
visible to customers as the same is used for assigning calls based upon
the skill set and availability of engineers.
I have noticed that, as soon as a customer authenticates to OTRS
system, he can see the sub-queues. I don't know to how to restrict the
same. I am looking for some help or guidance in this area.
Regards,
Prafulla
___
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/
Re: [otrs] Confusion: admin users, LDAP user database support
2006/3/25, Graham Leggett <[EMAIL PROTECTED]>:
Sébastien Prud'homme wrote:> In fact there are only agents and customers. Admins are just agents that> have admin rights.Ok, this makes sense.> For agents or customers you can choose the authentification backend (DB,
> LDAP or whathever)>> For instance :>> - DB for agents and DB for customers> - DB for agents and LDAP for customers> - LDAP for agents and DB for customers> - LDAP for agents and LDAP for customers
The manual only describes how to set up LDAP for customers, it makes nomention how to set LDAP up for agents. :(Is setting up LDAP for agents the same as setting up for customers butwith a different variable for $Self->{CustomerUser}? How does this work?
Just read the Config/Default.pm to see how you can use LDAP for agent authentification. The first interesting line is :$Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP';
> Before switching to LDAP you can create an agent account (which is yet
> in the LDAP backend) in the DB backend with the admin rights (add it in> the admin group for instance). After switching use this account for OTRS> administration.Am I correct in understanding that for agents, you need to create the
admin in the database, and then use LDAP just for authentication only?For agents, LDAP is just for authentification. Agents groups, roles and rights (ACL) are in the OTRS database (independant from the authentification backend)
For customers, you can use LDAP either for authentication or for getting customer informations (phone, address, ...), or both.
Is it possible to create more admin users after switching LDAP on foragents?No problem
Regards,Graham--___OTRS mailing list: otrs - Webpage: http://otrs.org/Archive:
http://lists.otrs.org/pipermail/otrsTo unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrsSupport oder Consulting für Ihr OTRS System?=>
http://www.otrs.de/
___
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 oder Consulting für Ihr OTRS System?
=> http://www.otrs.de/
Re: [otrs] Confusion: admin users, LDAP user database support
2006/3/25, Graham Leggett <[EMAIL PROTECTED]>: Hi all,Having just installed a new instance of OTRS, I installed and configuredit against a Postgres database, and after install I was able to log inusing the default [EMAIL PROTECTED] user.I then tried to add the "CustomerUser' variable to the config file to authenticate against LDAP. I am now unable to log in at all.There are a number of points I could not find stated anywhere obvious inthe manual:- There seem to be "admins", "agents" and "customers". Can you authenticate all three against LDAP? Only customers against LDAP?In fact there are only agents and customers. Admins are just agents that have admin rights.For agents or customers you can choose the authentification backend (DB, LDAP or whathever) For instance :- DB for agents and DB for customers- DB for agents and LDAP for customers- LDAP for agents and DB for customers- LDAP for agents and LDAP for customers The manual imples only customers can be authenticated against LDAP, butthen when I turned on customer authentication, agent authenticationstopped working.It should works. Agent backend and customer backend are separated. Are you sure you use the agent web frontend (and not the customer one)? - If agent auth is supported against LDAP, how does the initial adminuser get set up (if any)? Must I create a user in my LDAP directory called [EMAIL PROTECTED] How do I create additional admins?Before switching to LDAP you can create an agent account (which is yet in the LDAP backend) in the DB backend with the admin rights (add it in the admin group for instance). After switching use this account for OTRS administration. - If basic authentication is switched on, which parts of the /otrs/directory needs to be protected with basic authentication? The entire directory? Only customer.pl?I am using OTRS v2.0.4.Regards,Graham--___OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrsTo unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System?=> http://www.otrs.de/ ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] list of queues for customer by default
It depends on your mod_perl configuration. You can use that directives to enable automatic reloading when changes are made :# Apache::Reload - Reload Perl Modules when Changed on DiskPerlModule Apache::Reload
PerlInitHandler Apache::ReloadSee /opt/otrs/scripts/apache2-httpd.include.conf2006/2/3, Mike Lykov <[EMAIL PROTECTED]>:
> - define customer default groups in Config.pm :
> $Self->{'CustomerGroupAlwaysGroups'} = ['system level 1', 'security level> 1']> This way, my customers only see the level 1 queues, not the level 2> sub-queues.Yes! It work. Thanks!
I tried it first, but i confused with no effect.Then i create group "customer" and include needed queue and customer user inthat group.After some reloads/restarts my apache+mod_perl, i see the result ;)
By the way, when i use mod_perl + preload modules and constant mysqlconnection, need i restart apache after change values in Config.pm ?--Mike LykovISP Samtelecom, Administrator
___OTRS mailing list: otrs - Webpage: http://otrs.org/Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrsSupport oder Consulting f�r Ihr OTRS System?=> http://www.otrs.de/
___
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 oder Consulting für Ihr OTRS System?
=> http://www.otrs.de/
Re: [otrs] FreeTextField->length
In /opt/otrs/Kernel/Output/HTML/Agent.pm you can find a function called AgentFreeText which generate the HTML code for free text fields. If you change the default sizes, check also the size for these fields in database.2006/2/1, ibrahim ALIZ <[EMAIL PROTECTED]>: Hi all,Is there a way that I can moidfy the length defined,for the free fields in the front end. In other words When I have just the key for a free field and no freetext defined, the system shows a text field with somepredefined length. How can I modify this length?Thanks for your time,Best Regards,ibrahim __Do You Yahoo!?Tired of spam? Yahoo! Mail has the best spam protection aroundhttp://mail.yahoo.com___ OTRS mailing list: otrs - Webpage: http://otrs.org/Archive: http://lists.otrs.org/pipermail/otrsTo unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrsSupport oder Consulting für Ihr OTRS System?=> http://www.otrs.de/ ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] How can i Remove Logout Button
Try to add this in your Config.pm :
delete $Self->{'CustomerFrontend::Module'}->{'Logout'};
This deletes the configuration of the Logout button in the customer toolbar.2006/1/31, Accumedsript <[EMAIL PROTECTED]>:
Hello,
I am a newbie to the OTRS. Could somebody please
tell me how can i remove 'LogOut' button on Customer Panel. I tried modifying
the customernavigationbar.dtl without success.
Could you please provide me with a
solution.
P.S. : I want to remvoe only 'Logout' button not
all in the Navigation Bar.
Thanks in advance.
-RT
___OTRS mailing list: otrs - Webpage: http://otrs.org/Archive:
http://lists.otrs.org/pipermail/otrsTo unsubscribe:
http://lists.otrs.org/cgi-bin/listinfo/otrsSupport oder Consulting für Ihr OTRS System?=> http://www.otrs.de/
___
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 oder Consulting für Ihr OTRS System?
=> http://www.otrs.de/
Re: [otrs] Agent AddressBook
The adresses are the customer adresses. If you need to add new adresses, just add some customer in your customer backend.2006/2/2, Danie Theron < [EMAIL PROTECTED]>:Hi ,When creating a new ticket , there is an AddressBook link which pops up another window for searching for email addresses etc. Where does OTRSstore these addresses? I need to add a few non OTRS emails to thisAddress Book , for when agents need to correspond to people other than on OTRS.I searched the mailing list but could find any reference.TIARegards ,Danie TheronIt is common knowledge that there are three sides to the force: thelight side, the dark side, and Chuck Norris. The information transmitted is intended only for the person or entity towhich it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, ortaking of any action in reliance upon, this information by persons orentities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete thematerial from any computer.---___ OTRS mailing list: otrs - Webpage: http://otrs.org/Archive: http://lists.otrs.org/pipermail/otrsTo unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrsSupport oder Consulting für Ihr OTRS System?> http://www.otrs.de/ ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] list of queues for customer by default
I dont know if i understood your question but if you want to limit the queues a customer have access to, you can do that :
- enable customer group support in Config.pm :
$Self->{'CustomerGroupSupport'} = 1;
- define customer default groups in Config.pm :
$Self->{'CustomerGroupAlwaysGroups'} = ['system level 1', 'security level 1']
'system level 1' and 'security level 1' are 2 groups i use in my otrs
setup, each one associated with a queue. I've also 'system level 2' and
'security level 2' groups, each one associated with some level 2
sub-queues.
This way, my customers only see the level 1 queues, not the level 2 sub-queues.
2006/2/1, Mike Lykov <[EMAIL PROTECTED]>:
I install OTRS 2.0.4 and create some users in it.for example, I create user "customer" and queue "internal", and want to thisthing:when customer user log in and create new ticket, he cannot choose queue name
in "for" filed (first drop-down list), instead it post his tickets in"internal" queue always.How can i do it? I try to include customer user & queue in one group (users),but no effect.
what section of manual I must read ? %)--Mike LykovISP Samtelecom, Administrator___OTRS mailing list: otrs - Webpage:
http://otrs.org/Archive: http://lists.otrs.org/pipermail/otrsTo unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Support oder Consulting für Ihr OTRS System?=> http://www.otrs.de/
___
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 oder Consulting für Ihr OTRS System?
=> http://www.otrs.de/
[otrs] GenericAgent/GenericCustomer ?
Hi, I know that we can use GenericAgent to execute tasks automaticly on tickets that are opened. What i want now is automaticly create some new tickets in OTRS (every day for instance) Is this possible to do this with GenericAgent or do i need to add a "GenericCustomer" feature in OTRS ? Regards Sébastien Prud'homme ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] Free Fields for the tickets
You just need to uncomment some lines in the right template2006/1/11, ibrahim ALIZ <[EMAIL PROTECTED]>: Hi everybody,One more question :)Is it possible to assign values for Free Fields whilecreating a new ticket? I dont see the 'Free Fields' Idefined, in the new ticket window, is there a way tosee them within this menu? Thanks,Best Regards,ibrahim ALIZconVISUALOberhausen, Germany__Do You Yahoo!?Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com___OTRS mailing list: otrs - Webpage: http://otrs.org/Archive: http://lists.otrs.org/pipermail/otrsTo unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrsSupport oder Consulting für Ihr OTRS System?=> http://www.otrs.de/ ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] setting default notification rules for both customers and agents
FYI customer notification is set globally in the queue configuration web page. 2005/11/23, Laurent GALAIS <[EMAIL PROTECTED]>: > Here is how I understand the current behavior: > > For Agents, email notifications for news tickets, follow-ups, etc are > configured by each agent in his/her preferences area. > For Customers, there is nothing I can find. > > Now my question: Is there a way to set default notifications for both > Agents and Customers from the default config files nor Sysconfig. > > Thank you ! > > Laurent > > > > Laurent GALAIS > Four J's Development Tools > 866 314 7300 x305 > www.fourjs.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 oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ > ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] ForceUnlockAfterMove problem
Hi, We use OTRS for 2 teams. Each team has its own queue. People can move tickets from one queue to the other but can only view tickets of its team. When a move is made, i want to set ForceUnlockAfterMove config variable to 1 so that the ticket is unlocked and people of the new queue can see the ticket in the ticket overview page. The problem is that i've got a "Permission Denied" page when moving a ticket. After looking into the ticket history, all is OK and the ticket is moved and unlocked correctly. But i've got that in the system log : ue Oct 25 16:03:19 2005 notice OTRS-CGI-10 Permission denied (UserID: 8 'ro' on TicketID: 2191)! Tue Oct 25 16:03:13 2005notice OTRS-CGI-10 Permission denied (UserID: 8 'ro' on TicketID: 2191)! Tue Oct 25 16:03:13 2005notice OTRS-CGI-10 Sent agent 'Move' notification to '[EMAIL PROTECTED]'. Tue Oct 25 16:03:12 2005notice OTRS-CGI-10 Sent agent 'Move' notification to '[EMAIL PROTECTED]'. UserID 8 is myself... Does i need a "ro" right on the new queue or is this a bug ? Regards ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Multiple customer auth backends
Hi, We use OTRS with customers authentified in an LDAP backend. We need to authentify customers not present into that LDAP server. Is there a way to create these customers into the local OTRS database and use these two backends together ? I found no solution for this (only multiple backend for customer user informations seems possible) Regards ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
[otrs] Re: enable TicketFreeKey5 and so on ...
You just need to edit the templates in Kernel/Output/HTML/Standard/ (for instance in AgentTicketFreeText.dtl, you can remove some # comment characters to enable TicketFreeKey5) On 8/29/05, Daniel Balan <[EMAIL PROTECTED]> wrote: > Does any body knows how to enable the > TicketFreeKey5 and so on in the interface ? > > Thanks, > > Daniel > > > > -- > This message was scanned for spam and viruses by BitDefender. > For more information please visit http://www.bitdefender.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 oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ > ___ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
Re: [otrs] Question about LDAP/AD and using SSL
I think i use something like $Self->{'AuthModule::LDAP::Host'} =
'ldaps://dc1.example.com';
I can not confirm cause i'm not at work
But you can read the man page of Net::LDAP perl module to find the answer
2005/7/1, Ken Kilgore <[EMAIL PROTECTED]>:
> I am running 2.0b2 on Debian using mysql. I have my LDAP/AD connection
> working. I would like to get it to connect via ssl but am not sure how
> to set this up. Here is my current config.
>
> $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP';
> $Self->{'AuthModule::LDAP::Host'} = 'dc1.example.com';
> $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=People,dc=example,dc=com';
> $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName';
> $Self->{'AuthModule::LDAP::SearchUserDN'} = '[EMAIL PROTECTED]';
> $Self->{'AuthModule::LDAP::SearchUserPw'} = 'password';
>
> Any help would be greatly appreciated.
>
> --
> Ken Kilgore
> --
> When life hands you lemons just grab the salt and pass the Tequila.
>
> ___
> 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 oder Consulting für Ihr OTRS System?
> => http://www.otrs.de/
>
I
___
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 oder Consulting für Ihr OTRS System?
=> http://www.otrs.de/
