May 2003 - otrs - OTRS mailing lists

ODBC to existing Customer database
by david.cruz＠kpnqwest.pt 21 Oct '03

21 Oct '03

Hi, We'd like to have OTRS Tickets linked to our existing Customer database. All we need is for the Customer info to be taken from a table/view. Since it's in a Microsoft SQL2000 database, we're trying to do this the easy way, by connecting to the sql2k database with FreeTDS and unixODBC. I just can't figure out how to direct the Customer data through ODBC... This is what we've done so far: (all of this in RedHat 7.3, server choice in install) - install mysql (most recent version from redhat updates) - install otrs :) - install GD-1.41 (the most recent version didn't compile) - install GD::Text - install GD::Graph - install freetds-0.61-2 - install freetds-unixodbc-0.61-2 - configure freetds and unixodbc making sure they can talk with sql2k Can you help us put this scenario working? I'm thinking about an ODBC backend (like the LDAP backend), but don't know how to do it. I did find some lines of code about ODBC in Kernel/System/DB.pm, but didn't understand how to use them. Thanks, -- |)avid ------------------------------------------------- KPNQwest Portugal http://www.KPNQwest.pt

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Creating new tickets and merging tickets
by Paul 26 Jun '03

26 Jun '03

Hi all, I've recently installed OTRS and absolutely have fallen in love with it. It took a bit of time getting it to work across two su_exec domains, but it's finally operating and handling a good deal of our e-mail traffic. I do have two questions though. Is it possible to create a new ticket and send an e-mail to a user without them e-mailing or submitting a ticket first in such a way that when they reply it will be added to that newly created ticket? I don't see this functionality. Is there something I'm missing? Also, occasionally we have more than one ticket that need to be merged. Is this possible? Many thanks for such a great project! Best wishes, Paul

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Stats - modifyed script
by Alex Mihicinac 05 Jun '03

05 Jun '03

Hi all, I decided to reduce number of variables on stats graph and changed mkStats.pl like this: # only NewTicket, Forward, Bounce, SendAnswer sub GetHistoryTypes { my %Stats; my $SQL = "SELECT id, name FROM ticket_history_type " . " WHERE " . " valid_id = 1" . " and id=1 or id=6 or id=7 or id=8"; $CommonObject{DBObject}->Prepare(SQL => $SQL); while (my @RowTmp = $CommonObject{DBObject}->FetchrowArray()) { $Stats{$RowTmp[0]} = $RowTmp[1]; } return %Stats; } When i run whole script i get nice pretty graph, but i think the values are wrong, infact i suspect that only legend shows wrong colors at wrong names. How is that possible? What am I doing wrong? With regards, Alex

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TicketLock Timeout
by Alex Mihicinac 05 Jun '03

05 Jun '03

Hi all, How this can happen? Ticket was unlocked even i have dontcounthours in my Config.pm FollowUp 2003-05-27 18:07:06 Lock Ticket 2003-05-27 18:07:06 Unlock 2003-05-28 04:35:02 $Self->{UncountedUnlockTime} = { Fri => [ 0,1,2,3,4,5,6,7,8,17,18,19,20,21,22,23 ], Sat => [ 0,1,2,3,4,5,6,7,8,9,10,11,12,13,14,15,16,17,18,19,20,21,22,23 ], Sun => [ 0,1,2,3,4,5,6,7,8,9,10,11,12,13,14,15,16,17,18,19,20,21,22,23 ], Mon => [ 0,1,2,3,4,5,6,7,8,17,18,19,20,21,22,23 ], Tue => [ 0,1,2,3,4,5,6,7,8,17,18,19,20,21,22,23 ], Wen => [ 0,1,2,3,4,5,6,7,8,17,18,19,20,21,22,23 ], Thu => [ 0,1,2,3,4,5,6,7,8,17,18,19,20,21,22,23 ]}; My ticket unlock timeout is set to 240minutes. With regards, Alex

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Search by field created (date)
by Alex Mihicinac 02 Jun '03

02 Jun '03

Hi all, How come there is no option to search tickets/articles by date of creation? I think that would be handy. With regards, Alex P.S. Putting date into TickedID is not an option - i need it short

2 1

Extended customer view
by Alex Suzuki 02 Jun '03

02 Jun '03

Hi OTRS people, I am evaluating OTRS for a company helpdesk, I need to know if there is some possibility to configure OTRS so customers can actually look at issues not owned by themselves. The idea would be that a customer first checks the most recently submitted issues, and if his issue refers to the same problem that was submitted a couple of issues before, the customer would not submit his issue, but just watch the progress of the existing issue. Is this possible in some way? Thanks for help. Alex -- Alex Suzuki, as(a)cynox.ch, ICQ 36734475, http://www.cynox.ch/asuzuki/ Phone: +41 (0) 43 333 13 65, Mobile: +41 (0) 76 579 33 25 "One man's constant is another man's variable." -A.J. Perlis

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"no body found!" - Problem
by backster 02 Jun '03

02 Jun '03

Hey folks I'm having a little problem when creating tickets in the customer FrontEnd. Every new submitted ticket ( customer FE ) generates 2 tickets ( agent FE ) in the queue. 1 with the original ticket body and 1 with the message "no body found!" as body. Any hint? If this question is already answered in the list or documentation please give me a hint where =) tx in advance for your advice -------------------------------------------- Backster PS: English is not my natural language. Please excuse mistakes in writing and grammar. ;)

2 1

Customer Queues and Agent Can List Customers Group
by David Amorim da Cruz 02 Jun '03

02 Jun '03

Hi! :) This is a single need, but we're thinking on two (or three) possible solutions for it. Here are the details: I'd like to be able to specify which queues each Customer can create tickets to, when he/she uses the Customer Interface. I read about this in the archive a couple of months ago, but there was almost no follow-up... There was something like: "it's not done (yet) because it might be confusing for some admins" and I got curious about the "yet" part. :) If it's not implemented, I'd like to know if it will eventually be (didn't see it on the TODO list). Meanwhile, is it possible to force the "Customer Interface" to create new tickets to a single queue/email, thus eliminating the queue list drop-down in "New Ticket"? If it's possible, please tell me how to do it. The reason for this is that we don't want someone (in our case, it's an agent we don't trust) using the Customer Interface to know about or use the other queues, unless he/she is allowed to. We considered using the Agent Interface, but then this "agent we don't trust" would get a listing of all Customers when using "phone view" to create a new ticket, and we don't want that. The Agent Interface already has adequate Group Management (can hide queues and tickets) but lacks a way to hide Customers... Something like a "Agent Can List Customers" group, similar to admin and stats groups. I'll be happy with a way to brute force Customer.pl mail sending to a single email address... :) Thanks, |)avid ------------------------------------------------- KPNQwest Portugal http://www.KPNQwest.pt

2 1

authenticates customer using LDAP
by Alex Zheng 01 Jun '03

01 Jun '03

Can you use LDAP backend to authenticate customer(not user)? If yes, which modules need to be changes besides Config.pm? Thanks. Alex

2 1

Feature: write email to customer
by gilles.massen＠restena.lu 01 Jun '03

01 Jun '03

Hello, I have a question related to a feature in the TODO List for release 1.2: "Write email (new ticket) to customer". Is there any (maybe very vague) idea for when this release will be scheduled? The reason I'm asking is that this feature is very important for us. So I will need the feature or a workaround: is anyone aware of an easy workaround? (creating a phone ticket and then replying to it works, but is quite cumbersome). I do consider a quick'n'dirty construct based on a mix of AgentPhone.pm and AgentCompose.pm. What would be needed in order to make something like this work? So far I believe it is a module and a template to go with it. Is that correct or is this far more work than it looks like? Many thanks for any comment... Best regards, Gilles -- RESTENA - DNS-LU 6, rue Coudenhove-Kalergi L-1359 Luxembourg tel: (+352) 424409 fax: (+352) 422473

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