August 2003 - otrs - OTRS mailing lists

RE: [otrs] Is it possible to change the order of priorities in ot rs ?
by Drnak Marek 25 Aug '03

25 Aug '03

Hello, I would also like this change, but also do not know how to do that. Marek -----Original Message----- From: Dennis.Buehring(a)net-and-works.de [mailto:Dennis.Buehring@net-and-works.de] Sent: Wednesday, August 20, 2003 8:49 AM To: otrs(a)otrs.org Subject: [otrs] Is it possible to change the order of priorities in otrs ? Hi, i want to change the priorities in otrs as follows 1 - very high 2 - high 3 - normal 4 - low 5 - very low is this possible or would i have to change too many of the scripts / tables in the db ? Did anyone try this by now ? Any feedback welcome :) Dennis B. _______________________________________________ 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

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RE: Missing Ticket in Queue
by Charles R. "Rusty" Thompson 25 Aug '03

25 Aug '03

Maybe the problem isn't clear. Open tickets won't help. Not only do I want to browse through thr hundred or so open, but none of them reveal which have new messages. Right now the message header states "You have 6 new messages"... I click the New link to reveal them... there are only 5. I'm always short a 'new message' What in the database marks something as new? I'm thinking maybe one table has it flagged as new but another (one that enables the display of the new message itself as a preview) does not. Some SQL to run and reveal the gremlin would be nice. I know which user this is affecting if that helps any. From: "Paul" <otrs-users(a)neenerville.com> To: <otrs(a)otrs.org> Subject: RE: [otrs] Missing Ticket in Queue Date: Wed, 20 Aug 2003 10:30:06 -0400 Reply-To: otrs(a)otrs.org Go to "Utilities" and click on "Provides an overview of all open tickets" at the very top. Very useful feature. :) > -----Original Message----- > From: otrs-admin(a)otrs.org [mailto:otrs-admin@otrs.org] On > Behalf Of Charles R. "Rusty" Thompson > Sent: Wednesday, August 20, 2003 10:10 AM > To: otrs(a)otrs.org > Subject: [otrs] Missing Ticket in Queue > > > I'm using one of our other support guys' system while he is > at a trade show. It's saying he's got 3 new messages... but I > can only find two. I've looked in every queue but it's just not there. > > What can I do to find the missing message?

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Permission problem with RO
by boris＠namebay.com 25 Aug '03

25 Aug '03

Hello all, I have a problem. When i setup a user with RO permission only, this user cannot see the ticket of this group in the PersonalQueue or even in the queueView... Of course he may search ticket of this group trought theUtilities menu and cannot answer to it, as i wanted. But why the ticket are not displayed in the queue (and personnal queue) The result of this problem is that in the queueview i see All tickets = 6...but i can list them... i will be so pleased if anyone may help me in this issue. Best regards -- Boris Fernandez SAM NAMEBAY http://www.namebay.com Fax : +377 97 97 21 13

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Javascript report problem
by boris＠namebay.com 25 Aug '03

25 Aug '03

In the french translation and only in Internet explorer, the text "Zone d'administration" (AdminArea) cause a javascript error due to the encoding. We just resolve it by modifying the text by delete the single quote in "Zone d administration". Maybe someone have just resolve it by encoding differently... -- Boris Fernandez SAM NAMEBAY http://www.namebay.com Fax : +377 97 97 21 13

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RE: [otrs] Stats - modifyed script
by Covert, Jake 25 Aug '03

25 Aug '03

I was wondering if I could get your help. When ever I use your modified script, I run into problems, or inconsistencies, when I try to graph a row other than 1 digit in length. As in id 1 through 9 work fine. But when I try to graph only id 13 and 24 it, only reads the first digit and ends up graphing id 1 and 2. Have you had any luck w/ this? I really appreciate your help P.s.: I'm using mkStats.pl version 1.21 ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com ********************************* > > > Hi Alex, > > On Fri, May 30, 2003 at 04:30:06PM +0200, Alex Mihicinac wrote: > > 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"; > > [...] > > 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? > > It's a bug! .-( But now I fixed it. > > Use bin/mkStats.pl (v1.21) from the CVS and it will work. :) > > > Alex > > -Martin > _______________________________________________ > 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 >

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Permission problem with RO
by boris＠namebay.com 25 Aug '03

25 Aug '03

Hello all, I have a problem. When i setup a user with RO permission only, this user cannot see the ticket of this group in the PersonalQueue or even in the queueView... Of course he may search ticket of this group trought theUtilities menu and cannot answer to it, as i wanted. But why the ticket are not displayed in the queue (and personnal queue) The result of this problem is that in the queueview i see All tickets = 6...but i can list them... i will be so pleased if anyone may help me in this issue. Best regards -- Boris Fernandez SAM NAMEBAY http://www.namebay.com Fax : +377 97 97 21 13

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Re: [otrs] new ticket notification problems
by Sean Ellicott 24 Aug '03

24 Aug '03

i resolved my issue. it turns out that i did not understand how the notifications work. the notifications are only sent when a ticket is places in your custom queue and not just becaue you have r/w or ro access to the queue. but thankyou for responding sean ---------- Original Message ---------------------------------- From: Martin Edenhofer <martin(a)edenhofer.de> Reply-To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Date: Sat, 23 Aug 2003 16:34:43 +0200 >Hi Sean, > >On Wed, Aug 20, 2003 at 04:48:48PM -0400, Sean Ellicott wrote: >> I have installed OTRS 1.13 on a new eeredhat 9 installation >> everything seems to be working correctly except the new ticket notification emails. >> >> they are only being sent to one person weather they are part of the group assigned to the queue or not. >> >> it is user ID 2 >> >> the first user i created >> >> does anybody have any ideas? > >Maybe this part helps you: > > -=> http://doc.otrs.org/1.1/html/system-notification.html#SYSTEM-NOTIFICATION-A… > >Normally the new ticket notification is working fine, please check it again. > > Martin > >-- >Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ >-- >Perfection is our goal, excellence will be tolerated. -- J. Yahl > >_______________________________________________ >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 > ______________ ______________ ______________ ______________

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Gael L'HOPITAL est absent
by glhopital＠helpline.fr 23 Aug '03

23 Aug '03

Je serai absent(e) du 08/08/2003 au 01/09/2003. Je répondrai à vos messages à mon retour. Si votre demande revêt un caractère d'urgence, contactez directement à Pierre Biragnet.

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new ticket notification problems
by Sean Ellicott 23 Aug '03

23 Aug '03

Hello I have installed OTRS 1.13 on a new redhat 9 installation everything seems to be working correctly except the new ticket notification emails. they are only being sent to one person weather they are part of the group assigned to the queue or not. it is user ID 2 the first user i created does anybody have any ideas?

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Re: [otrs] Creating new tickets and merging tickets
by gilles.massen＠restena.lu 22 Aug '03

22 Aug '03

Hello, Here is a small TGZ with all that you need. Be careful with this: I had no feedback so far, so I only know that it works for me.... Best, Gilles -- RESTENA - DNS-LU 6, rue Coudenhove-Kalergi L-1359 Luxembourg tel: (+352) 424409 fax: (+352) 422473 Hartmut Manz <manz(a)intes.de> Sent by: otrs-admin(a)otrs.org 10/07/2003 09:50 Please respond to otrs To: otrs(a)otrs.org cc: Subject: Re: [otrs] Creating new tickets and merging tickets Hi Gilles, I am intrested in this feature Thanks Hartmut On Friday 27 June 2003 07:56, gilles.massen(a)restena.lu wrote: > Hi Brian, > > I've finished a quick'n'dirty implementation of that function. Although I > doubt that this would be a starting point for actual OTRS code, it works > (with some sideeffects due to my lack of understanding of the guts of > OTRS). But as a Module it is easy to put in place and there should not be > any major issues with updates along the 1.1 path, or the correct working > of OTRS in that matter. > > If there is interest I'll put a small install doc together with the files > and post it here... > > Best, > Gilles > > -- > RESTENA - DNS-LU > 6, rue Coudenhove-Kalergi > L-1359 Luxembourg > tel: (+352) 424409 > fax: (+352) 422473 > > > > > "Brian" <brian(a)mylinuxisp.com> > Sent by: otrs-admin(a)otrs.org > 06/27/2003 01:29 > Please respond to otrs > > > To: otrs(a)otrs.org > cc: > Subject: Re: [otrs] Creating new tickets and merging tickets > > > > ---------- Original Message ----------- > From: Martin Edenhofer <martin(a)edenhofer.de> > To: otrs(a)otrs.org > Sent: Sat, 12 Apr 2003 14:02:14 +0200 > Subject: Re: [otrs] Creating new tickets and merging tickets > > > Hi Paul, > > > > On Wed, Apr 09, 2003 at 02:37:30AM -0400, Paul wrote: > > > No, not split tickets. What I'd like is just like the "New e-mail" > > button in > > > > Outlook or Eudora, etc. There are many times when an agent has to > > initiate > > > > contact with a client and presently have to do it via an external > > e-mail > > > > program. OTRS is currently setup for INTAKE only. > > > > > > What I have in mind is similar to the PhoneView, HOWEVER with a blank > > "TO" > > > > field and a selectable "FROM" field. For example: > > > > > > To: <Enter e-mail address or customer> > > > From: Drop down box with queues > > > Subject: <Enter subject> > > > [...] > > > > Ohh now I got it. .-) It's not implemented yet. I put it on the TODO > > list. > > > > A good idea. > > Hi there Martin. I was wondering if there was any work on this TODO item > in > CVS? I was thinking about writing my own interface but didn't want to if > work > was under way. With this feature we could also allow our abuse department > to > have a more formal way of notifying other networks. > > > -- > Brian > _______________________________________________ > 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 -- ----------------------------------------------------------------------------- Hartmut Manz WWW: http://www.intes.de INTES GmbH Phone: +49-711-78499-29 Schulze-Delitzsch-Str. 16 Fax: +49-711-78499-10 D-70565 Stuttgart E-mail: manz(a)intes.de Ein Mensch sieht, was vor Augen ist; der Herr aber sieht das Herz an. ------------------------------------------------------- 1. Samuel 16, 7 ----- _______________________________________________ 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

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