October 2003 - otrs - OTRS mailing lists

RE: [otrs] Phone View TO: field
by Erik Mathis - ATL Dunwoody Staff 29 Oct '03

29 Oct '03

> -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Chris Salter > Sent: Tuesday, October 28, 2003 4:30 PM > To: 'User questions and discussions about OTRS.' > Subject: RE: [otrs] Phone View TO: field > > > Try adding the following line to your Config.pm file: > > $Self->{UnlockTicket} = 1; > > This causes tickets to unlock when they're moved to a > different queue. At least, it works on my system... :-) > > Let me know if that helps! > > -- > Chris Salter Thanks for you help btw, I was wondering if that would change the locking for all the users or can I limit it to the user in question? Also I found in the documentation what you were talking about (ASP). > > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On > Behalf Of Erik Mathis - ATL Dunwoody Staff > Sent: October 28, 2003 4:13 PM > To: User questions and discussions about OTRS. > Subject: RE: [otrs] Phone View TO: field > > > > -----Original Message----- > > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > > Behalf Of Chris Salter > > Sent: Tuesday, October 28, 2003 3:46 PM > > To: 'User questions and discussions about OTRS.' > > Subject: RE: [otrs] Phone View TO: field > > > > > > Hi Erik, > > > > Do you have two queues then, one for your receptionists and > > one for your help desk? If so, you should have it configured > > with two groups as well, "Receptionists" and "Helpdesk" > > (names can be different, of course). The Receptionist queue > > should be associated with the Receptionist group, and > > Helpdesk queue with the Helpdesk group. Then, when your > > receptionists take a call, they put it in the Receptionist > > queue and then move it to the Helpdesk queue. > > When I try that, it locks the ticket and makes them the > owner. So even if they move the ticket, it is still in the > locked queue. > > > > > > What might cause a problem is if you've got your system set > > up to prevent people from transferring tickets to queues they > > don't have access to. I forget the name of that setting... > > Something to do with ASP. It's in the manual, at any rate. > > If you've got that turned on and it's possible to turn it > > off, that would probably solve your problem. > > I haven't enabled that. > > > > > Does this help? > > > > -- > > Chris Salter > > Erik Mathis > > > > -----Original Message----- > > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On > > Behalf Of Erik Mathis - ATL Dunwoody Staff > > Sent: October 28, 2003 3:25 PM > > To: otrs(a)otrs.org > > Subject: [otrs] Phone View TO: field > > > > > > Our Receptionists take incoming calls and forwarded them to > > our helpdesk using their email clients. They also get emails > > from our messaging company which they decrypt and forward on > > to the correct person. > > > > I have setup my OTRS 1.1.3 install to handle the emails from > > the messaging company. This worked great. I gave them there > > own username, group, and queue. > > > > But when they go and use the Phoneview, they can only send > > the ticket to them self's? Now if I add them to the users > > group, they are able to send the ticket to the helpdesk, but > > they then have users rights, and can read and work tickets. > > > > Is there a way to either add a list of "Authorized address" > > or free type in a address? For the PhoneView only? > > > > > > > > Erik Mathis > > AIU Dunwoody Network 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/otrs > > Support oder Consulting f|r Ihr OTRS System? > > > _______________________________________________ > 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 f|r Ihr OTRS System? >

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RE: [otrs] Phone View: How con I add a customer Call to an existingTicket?
by Lars Monsees 29 Oct '03

29 Oct '03

Hello, just open the ticket in detail view. On the right side you´ve got the option you are looking for. Lars > -----Original Message----- > From: otrs-bounces(a)otrs.org > [mailto:otrs-bounces@otrs.org]On Behalf Of > jheine(a)ar-hannover.de > Sent: Wednesday, October 29, 2003 10:26 AM > To: otrs(a)otrs.org > Subject: [otrs] Phone View: How con I add a customer Call to an > existingTicket? > > > Hello, > > my problem is: > We get answers from our customers not only per E-Mail, > sometimes they call > us directly. > How can I add a customers phone call to an existing ticket > without creating > a new one? > In the phone view I am only able to create a new ticket. > Thanks for your help. > > > _______________________________________________ > 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 f|r Ihr OTRS System? > => http://www.otrs.de/ >

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Question on customer.pl
by Dennis.Buehring＠net-and-works.de 29 Oct '03

29 Oct '03

Hi, we are programming a Typo3 - extension for a single-sign-on for multiple backend-applications, but we have problems with this piece of code from customer.pl : # -- # get groups # -- my %GroupData = $CommonObject{GroupObject}->GroupUserList( Result => 'HASH', Type => 'rw', UserID => $UserData{UserID}, ); foreach (keys %GroupData) { $UserData{"UserIsGroup[$GroupData{$_}]"} = 'Yes'; } What is this used for ? Customers have no groups i think ...or is it for AgentCanBeCustomer ? <- btw. i dont understand how this is meant to be used, any help/info welcome !!! By now we think our problem results from the fact that 'customer.pl' is not called by a browser but by another script... is there any information needed that comes from the browser ? thx Dennis

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german manual
by Thomas Müller 29 Oct '03

29 Oct '03

Hi ! Can i find somewhere a german Manual of OTRS ??? tom

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Installation issue with SuSE Linux Enterprise Server
by Christian Ferrari 29 Oct '03

29 Oct '03

When I try to install otrs-1.1.3-01.i386.rpm on SLES 8, rpm complains me as following: minnie:~/rpm # rpm -ivh --test otrs-1.1.3-01.i386.rpm error: failed dependencies: perl-DBI is needed by otrs-1.1.3-01 perl-GD is needed by otrs-1.1.3-01 perl-Net-DNS is needed by otrs-1.1.3-01 perl-Msql-Mysql-modules is needed by otrs-1.1.3-01 I've looked for those 4 packages in the 4 distribution CD but I've not found them. Any hints? Someone else has installed OTRS on a SLES 8? Should I follow "non-SuSE" installation steps? Thanks in advance Regards Christian /----------------------------------------\ | Christian Ferrari | | PRIMEUR ITALIA | | Via E. Mattei, 1/106 A | | 30020 Marcon (VE) - ITALY | | | | Tel.: +39 041 5950998 | | Fax: +39 041 5951024 | | Mobile: +39 348 8960572 | | E-mail: christian.ferrari(a)primeur.com | | Web: http://www.primeur.com/ | \----------------------------------------/

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Phone View: How con I add a customer Call to an existing Ticket?
by jheine＠ar-hannover.de 29 Oct '03

29 Oct '03

Hello, my problem is: We get answers from our customers not only per E-Mail, sometimes they call us directly. How can I add a customers phone call to an existing ticket without creating a new one? In the phone view I am only able to create a new ticket. Thanks for your help.

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Phone View TO: field
by Erik Mathis - ATL Dunwoody Staff 29 Oct '03

29 Oct '03

Our Receptionists take incoming calls and forwarded them to our helpdesk using their email clients. They also get emails from our messaging company which they decrypt and forward on to the correct person. I have setup my OTRS 1.1.3 install to handle the emails from the messaging company. This worked great. I gave them there own username, group, and queue. But when they go and use the Phoneview, they can only send the ticket to them self's? Now if I add them to the users group, they are able to send the ticket to the helpdesk, but they then have users rights, and can read and work tickets. Is there a way to either add a list of "Authorized address" or free type in a address? For the PhoneView only? Erik Mathis AIU Dunwoody Network Administrator

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RE: [otrs] Phone View TO: field
by Erik Mathis - ATL Dunwoody Staff 28 Oct '03

28 Oct '03

> -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Chris Salter > Sent: Tuesday, October 28, 2003 3:46 PM > To: 'User questions and discussions about OTRS.' > Subject: RE: [otrs] Phone View TO: field > > > Hi Erik, > > Do you have two queues then, one for your receptionists and > one for your help desk? If so, you should have it configured > with two groups as well, "Receptionists" and "Helpdesk" > (names can be different, of course). The Receptionist queue > should be associated with the Receptionist group, and > Helpdesk queue with the Helpdesk group. Then, when your > receptionists take a call, they put it in the Receptionist > queue and then move it to the Helpdesk queue. When I try that, it locks the ticket and makes them the owner. So even if they move the ticket, it is still in the locked queue. > > What might cause a problem is if you've got your system set > up to prevent people from transferring tickets to queues they > don't have access to. I forget the name of that setting... > Something to do with ASP. It's in the manual, at any rate. > If you've got that turned on and it's possible to turn it > off, that would probably solve your problem. I haven't enabled that. > > Does this help? > > -- > Chris Salter Erik Mathis > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On > Behalf Of Erik Mathis - ATL Dunwoody Staff > Sent: October 28, 2003 3:25 PM > To: otrs(a)otrs.org > Subject: [otrs] Phone View TO: field > > > Our Receptionists take incoming calls and forwarded them to > our helpdesk using their email clients. They also get emails > from our messaging company which they decrypt and forward on > to the correct person. > > I have setup my OTRS 1.1.3 install to handle the emails from > the messaging company. This worked great. I gave them there > own username, group, and queue. > > But when they go and use the Phoneview, they can only send > the ticket to them self's? Now if I add them to the users > group, they are able to send the ticket to the helpdesk, but > they then have users rights, and can read and work tickets. > > Is there a way to either add a list of "Authorized address" > or free type in a address? For the PhoneView only? > > > > Erik Mathis > AIU Dunwoody Network 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/otrs > Support oder Consulting f|r Ihr OTRS System? >

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Re: [otrs] Use of freefields
by Seigafuse, Mike 28 Oct '03

28 Oct '03

You can ignore the request I posted below, the issue was that TicketFreeString1 should have been TicketFreeText1. Thanks, Mike I tried this and the field defaults to $Data{"TicketFreeString1";}> Here is what I have in the relevant section of AgentFreeText.dtl: <td><select name="FreeText1"> <option selected value="$Data{"TicketFreeString1";}">$Data{"TicketFreeString1";}></option> <option>Breakfix</option> Thanks, Mike Date: Wed, 22 Oct 2003 23:50:09 +0200 From: "Robert Kehl" <mailinglists at robertkehl.de <http://lists.otrs.org/cgi-bin/listinfo/otrs> > Subject: Re: [otrs] Use of freefields To: "User questions and discussions about OTRS." <otrs at otrs.org <http://lists.otrs.org/cgi-bin/listinfo/otrs> > Message-ID: <06a201c398e6$76a5c020$0164a8c0 at intern.roknet.de <http://lists.otrs.org/cgi-bin/listinfo/otrs> > Content-Type: text/plain; charset="iso-8859-1" On Wednesday, October 22, 2003 9:50 PM Seigafuse, Mike <mseigafuse at fcg.com <http://lists.otrs.org/cgi-bin/listinfo/otrs> > wrote: > One problem I have with this is that the current values for the fields > don't show when you navigate to the screen. I thought I might need to > use the statement below, but I'm obviously doing something wrong. If > someone could point me in the right direction it would be appreciated. > > <tr> > <td>Request Type</td> > <td><input type="text" name="FreeKey1" value="Type" readonly > size="20">:</td> > <td><select name="FreeText1"> <option selected><dtl > ($Data{"TicketFreeString1";})> <td><select name="FreeText1"> <option selected value="$Data{"TicketFreeString1";}">$Data{"TicketFreeString1";} > Mike Robert -- Da geht er, ein großer Spieler. Ein Mann wie Steffi Graf! Jörg Dahlmann (zum Abschied von Lothar Matthäus) Mike Seigafuse First Consulting Group IT Technical Services Director (610) 989-7054 mseigafuse(a)fcg.com

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Installer problem
by Matteo Forni 27 Oct '03

27 Oct '03

When I try to run the installer.pl i get these errors: If I remobe the lines 686 and 719 the first two errors are resolved. But for the others? Thx [Fri Oct 10 13:44:12 2003] Generic.pm: Malformed UTF-8 character (1 byte, need 3, after start byte 0xe7) at /opt/otrs/bin/cgi-bin/../../Kernel/Output/HTML/Generic.pm line 686. [Fri Oct 10 13:44:12 2003] Generic.pm: Malformed UTF-8 character (unexpected continuation byte 0xa7, with no preceding start byte) at /opt/otrs/bin/cgi-bin/../../Kernel/Output/HTML/Generic.pm line 719. [Fri Oct 10 13:44:12 2003] installer.pl: Use of uninitialized value in substitution (s///) at /opt/otrs/bin/cgi-bin/../../Kernel/Modules/Installer.pm line 43. [Fri Oct 10 13:44:12 2003] installer.pl: Use of uninitialized value in concatenation (.) or string at /opt/otrs/bin/cgi-bin/../../Kernel/Modules/Installer.pm line 55. [Fri Oct 10 13:44:12 2003] installer.pl: Use of uninitialized value in concatenation (.) or string at /opt/otrs/bin/cgi-bin/../../Kernel/Modules/Installer.pm line 74. **************************** Matteo Forni New Solutions Kraus e Moor Technical Administrator Tel: +41 (0)79 636 00 03 matteo(a)newsolutions.ch

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