[otrs] RE: otrs Digest, Vol 51, Issue 65
Mujtaba Karim
mkarim at pixsense.com
Thu Nov 1 10:10:39 GMT 2007
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: mkarim at pixsense.com
www.pixsense.com
-----Original Message-----
From: otrs-bounces at otrs.org [mailto:otrs-bounces at otrs.org] On Behalf Of
otrs-request at otrs.org
Sent: Wednesday, October 31, 2007 9:53 PM
To: otrs at otrs.org
Subject: otrs Digest, Vol 51, Issue 65
Send otrs mailing list submissions to
otrs at otrs.org
To subscribe or unsubscribe via the World Wide Web, visit
http://lists.otrs.org/cgi-bin/listinfo/otrs
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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).
(frederic.fraudeau at fr.schneider-electric.com)
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" <mkarim at pixsense.com>
Subject: [otrs] RE: otrs Digest, Vol 51, Issue 64
To: <otrs at otrs.org>
Message-ID: <008701c81bba$a8a98c90$f9fca5b0$@com>
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: mkarim at pixsense.com
www.pixsense.com
-----Original Message-----
From: otrs-bounces at otrs.org [mailto:otrs-bounces at otrs.org] On Behalf Of
otrs-request at otrs.org
Sent: Wednesday, October 31, 2007 5:00 PM
To: otrs at otrs.org
Subject: otrs Digest, Vol 51, Issue 64
Send otrs mailing list submissions to
otrs at otrs.org
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
otrs-request at otrs.org
You can reach the person managing the list at
otrs-owner at otrs.org
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 (henry at gamerzday.nl)
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: henry at gamerzday.nl
Subject: [otrs] Let OTRS mail external notify
To: otrs at otrs.org
Message-ID: <20071030135034.6c09e171 at gamerzday.nl>
Content-Type: text/plain; charset="us-ascii"
Hi,
Is it posible to let OTRS mail a customer when a external note is made?
--
Henry,
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Message: 2
Date: Tue, 30 Oct 2007 11:31:51 -0400
From: Andy Lubel <andy.lubel at gtsi.com>
Subject: Re: [otrs] Remove lock option from tickets
To: "User questions and discussions about OTRS.org" <otrs at otrs.org>
Message-ID: <C34CC6A7.AE2B%andy.lubel at gtsi.com>
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" <jrhett at svcolo.com> 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: otrs-bounces at otrs.org [mailto:otrs-bounces at otrs.org] 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 <kerneljack at gmail.com>
Subject: Re: [otrs] RE: what is the best linux distro in my situation?
To: "User questions and discussions about OTRS.org" <otrs at otrs.org>
Message-ID:
<e1e9e88d0710310400x58797d1cie5fcfe283f8c1c94 at mail.gmail.com>
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 <agimcami at gmail.com> 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 at otrs.org
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" <gbaker at mun.ca>
Subject: [otrs] Assigning customers to companies via ldap
To: <otrs at otrs.org>
Message-ID: <EA07FBD8F3AF6D40B52083BD715FF81A0A8F6D at GAVIN.wds.mun.ca>
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
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Message: 3
Date: Wed, 31 Oct 2007 16:03:05 +0100
From: frederic.fraudeau at fr.schneider-electric.com
Subject: [otrs] Frederic Fraudeau/FR/Schneider est absent(e).
To: "User questions and discussions about OTRS.org" <otrs at otrs.org>
Message-ID:
<OF50C54CAA.5CAFE4AB-ONC1257385.0052AE28-C1257385.0052AE28 at Schneider-Electri
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
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Message: 4
Date: Wed, 31 Oct 2007 12:40:12 -0400
From: Andy Lubel <andy.lubel at gtsi.com>
Subject: Re: [otrs] RE: what is the best linux distro in my situation?
To: "User questions and discussions about OTRS.org" <otrs at otrs.org>
Message-ID: <C34E282C.AE72%andy.lubel at gtsi.com>
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" <kerneljack at gmail.com> 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 <agimcami at gmail.com> 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
Andy.Lubel at gtsi.com
--
------------------------------
Message: 5
Date: Wed, 31 Oct 2007 12:52:22 -0400
From: Andy Lubel <andy.lubel at gtsi.com>
Subject: Re: [otrs] RE: otrs Digest, Vol 51, Issue 64
To: "User questions and discussions about OTRS.org" <otrs at otrs.org>
Message-ID: <C34E2B06.AE75%andy.lubel at gtsi.com>
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" <mkarim at pixsense.com> 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: mkarim at pixsense.com
> www.pixsense.com
>
> -----Original Message-----
> From: otrs-bounces at otrs.org [mailto:otrs-bounces at otrs.org] On Behalf Of
> otrs-request at otrs.org
> Sent: Wednesday, October 31, 2007 5:00 PM
> To: otrs at otrs.org
> Subject: otrs Digest, Vol 51, Issue 64
>
> Send otrs mailing list submissions to
> otrs at otrs.org
>
> 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
> otrs-request at otrs.org
>
> You can reach the person managing the list at
> otrs-owner at otrs.org
>
> 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 (henry at gamerzday.nl)
> 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: henry at gamerzday.nl
> Subject: [otrs] Let OTRS mail external notify
> To: otrs at otrs.org
> Message-ID: <20071030135034.6c09e171 at gamerzday.nl>
> 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 <andy.lubel at gtsi.com>
> Subject: Re: [otrs] Remove lock option from tickets
> To: "User questions and discussions about OTRS.org" <otrs at otrs.org>
> Message-ID: <C34CC6A7.AE2B%andy.lubel at gtsi.com>
> 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" <jrhett at svcolo.com> 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: otrs-bounces at otrs.org [mailto:otrs-bounces at otrs.org] 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 <kerneljack at gmail.com>
> Subject: Re: [otrs] RE: what is the best linux distro in my situation?
> To: "User questions and discussions about OTRS.org" <otrs at otrs.org>
> Message-ID:
> <e1e9e88d0710310400x58797d1cie5fcfe283f8c1c94 at mail.gmail.com>
> 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 <agimcami at gmail.com> 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 at otrs.org
> 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
otrs at otrs.org
http://lists.otrs.org/cgi-bin/listinfo/otrs
End of otrs Digest, Vol 51, Issue 65
************************************
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