[otrs] RE: otrs Digest, Vol 51, Issue 65
Lars Stavholm
stava at telcotec.se
Thu Nov 1 08:07:50 GMT 2007
Please don't reply to Digests!
/L
Mujtaba Karim wrote:
> 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
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>
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>
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> 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
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