September 2003 - otrs - OTRS mailing lists

Permissions and queues
by Paul 28 Sep '03

28 Sep '03

Hi all, I'm attempting to set up a system where less-experienced agents are able to move tickets that require higher levels of support into a queue set up for that purpose, however I am unable to get the permissions set correctly in order to do this. When a user is given RO access only (which I assume is read-only) to a queue, the queue does not appear in the drop down box as an option. It only appears when RW is selected, but that gives the agent access to a queue that I prefer they not have. Is it possible within the current framework to set this system up? Here are specific settings that I think are relevant to the discussion: # ShowCustomerSelection # (show customer selection in phone and change customer view # - disable this for ASP!) [0|1] $Self->{ShowCustomerSelection} = 1; # QueueViewAllPossibleTickets # (show all ro and rw queues - not just rw queues) $Self->{QueueViewAllPossibleTickets} = 1; # MoveInToAllQueues -> useful for ASP # (Possible to move in all queue? Not only queue which # the own groups) [1|0] $Self->{MoveInToAllQueues} = 0; Thanks, Paul

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Error after "web-installer - Finished (4/4)"
by Ortner, Uwe 28 Sep '03

28 Sep '03

Hello, on step 4/4 of Web-Installer I get this screen: ------------------------------------------------------ Web-Installer - Finished (4/4) To be able to use OTRS you have to enter the following line in your command line (Terminal/Shell) as root. Restart your webserver: no webserver detected, restart your webserver After doing so your OTRS is up and running. Start page: http://localhost/otrs/index.pl Admin-User: root@localhost Password: root Have a lot of fun! Your OTRS Team ------------------------------------------------------- I do a restart of the webserver and try to open http://localhost/otrs/index.pl but I get the error message "Internal Server Error" What do I have to type in the shell (the line noted in the output)? Thanks Uwe PS: latest OTRS on Solaris (SUN Fire 280R)

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Re: [otrs] Error Message after login!!
by Martin Edenhofer 28 Sep '03

28 Sep '03

Hi Chris, On Fri, Sep 26, 2003 at 12:58:57PM +0800, Chris Wong wrote: > I've check the apache log, and it has the following > message: > > -e: unix dgram connect: Permission denied at > /opt/otrs//Kernel/System/log/SysLog.pm line 42 > > [error] 9286: ModPerl::Registry: no connection to > syslog available at > /opt/otrs//Kernel/System/Log/SysLog.pm > > What's the problem? This looks like there is no syslog to use. Use the OTRS file log instead. Kernel/Config.pm [...] $Self->{LogModule} = 'Kernel::System::Log::File'; $Self->{'LogModule::LogFile'} = '/tmp/otrs.log'; [...] See also: http://doc.otrs.org/1.1/html/configfile-log.html > thanks Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "The number of Unix installations has grown to 10, with more expected." The Unix Programmer's Manual, 2nd Edition, June 1972

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Closing Ticket
by Lars Monsees 28 Sep '03

28 Sep '03

Hello, how can I achieve that otrs shows me my locked tickets instead of the queue-view after I close a ticket? I checked the modules but couldn´t find it. Lars

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Re: [otrs] Is it possible to use auto-reply only for Ticker that are created via the customer-interface ?
by Pedro Rebelo 28 Sep '03

28 Sep '03

Been there, done that. Didn't work. Here's an output of a ticket history: Action: Comment: Zoom: User: Createtime: NewTicket New Ticket [200309074223] created (Q=Postmaster;P=3 normal;S=new). x root@localhost (Admin OTRS) 09/07/2003 23:15:21 SendAutoReply Sent auto response to 'person(a)email.com' x root@localhost (Admin OTRS) 09/07/2003 23:15:21 CustomerUpdate CustomerID updated to 'person(a)email.com'. CustomerUser updated to 'person@email.c[..] - root@localhost (Admin OTRS) 09/07/2003 23:15:22 FollowUp FollowUp for [200309074223]. x root@localhost (Admin OTRS) 09/07/2003 23:15:23 StateUpdate Old: 'new' New: 'open' - root@localhost (Admin OTRS) 09/07/2003 23:15:23 How can I deactivate the annoying FollowUps ? -- Original Message -- From: Robert Kehl <mailinglists(a)robertkehl.de> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Send: 2003-09-07 Subject: Re: [otrs] Is it possible to use auto-reply only for Ticker that are created via the customer-interface ? Am Fre, 2003-09-05 um 20.20 schrieb Pedro Rebelo: > How can I disable all this followups that the system sends to itself after each auto-response or forward ? The system is actually sending the emails to user 0, I believe, not to the "system". Change the user preferences for the user with user id 0 to not get notify anymore when new tickets are in the custom queue. hth, Robert Kehl _______________________________________________ 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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Auto Responses - Closed tickets
by Mikael Hugo 28 Sep '03

28 Sep '03

I think the issue is how to state the ticket status in the same mail as the response. We would like that feature too. When sending seperate mails the users feels mailbombed. Med vänliga hälsningar Mikael Hugo dataphone communication networks http://www.dataphone.net sales 0200 - 88 28 00 (nat) phone 08 - 566 106 00 / 031 - 758 06 00 / 040 - 698 06 00 fax 08 - 566 106 01 / 031 - 758 06 01 / 040 - 698 06 01

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AW: [otrs] Time Tracking more
by Matthias Wegner 27 Sep '03

27 Sep '03

We summerize the time per customer, so you may take this as a start: "SELECT customer_id, sum(time_unit) FROM time_accounting, ticket Where ticket.id=ticket_id group by customer_id" Matthias Wegner

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RE: [otrs] Interesting permissions problem on Redhat 9
by Miller, Avi 27 Sep '03

27 Sep '03

> but each time i tried to install after i forgot to create the > user "otrs", it writes a lot of incredible messages ... > Did you forget it too ? I used the RPM installation, which created the otrs user automatically. I'll try a manual installation on another RH9 server and see how that goes. Thanks, Avi --- Web Infrastructure Manager National Office for the Information Economy Phone : 02 6271 1120 Mobile: 0412 229 687

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RE: [otrs] Time Tracking more
by Lars Monsees 26 Sep '03

26 Sep '03

Hello, the time is totalized for a ticket automatically. example: 1. You create a new ticket (phone view) and enter 10 minutes. 2. Looking at the locked tickets you open it again and add a notice with 5 minutes. 3. Now you can see a time of 15 minutes (detail view) I don´t think there is a way to totalize times of several tickets. You could use a sql-script to gather this information. Lars -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of jerome(a)lemontreer.net Sent: Friday, September 26, 2003 11:59 AM To: otrs(a)otrs.org Subject: Re: [otrs] Time Tracking more I do use this "time unit box" each time i close a ticket, but i do not see how to totalize this spent time ? i am looking for a way to totalize time using the search criteria, in the tools page , and i would like to see in this search page a criteria relating to the date : from date 1 to date 2 and this client, or this queue etc... with a presentation like an exportable table file (text and tab) detailing the date/time , the client, the subject, and spent time ,time unit: (for example 1 unit is 15mn) somebody has a suggestion? Thank you for any ideas Jerome Erik Mathis - ATL Dunwoody Staff wrote: Jason Joines wrote: It looks like we are going to deploy OTRS as the Ticket System for my organiztion. Other organiztions have asked me for sugggestions. However, one of their requirements is the ability for each Tech that works on a ticket to be able to enter the amount of time they spent on it. The management wants to be able to see how much time was spent on various things. I didn't see any mention of this kind of functionality in the manual. Is this capability available or does anyone have any ideas for how to add it? When one closes a ticket, a box named "Time units (work units):" is where they can fill this in. Thanks, Jason Joines Open Source = Open Mind ======================== _______________________________________________ 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 Erik Mathis AIU Dunwoody Network Administrator emathis(a)aiuniv.edu _______________________________________________ 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: [otrs] Time Tracking
by Erik Mathis - ATL Dunwoody Staff 26 Sep '03

26 Sep '03

Jason Joines wrote: > It looks like we are going to deploy OTRS as the Ticket System for > my organiztion. Other organiztions have asked me for sugggestions. > However, one of their requirements is the ability for each Tech that > works on a ticket to be able to enter the amount of time they spent on > it. The management wants to be able to see how much time was spent on > various things. > > I didn't see any mention of this kind of functionality in the > manual. Is this capability available or does anyone have any ideas > for how to add it? > When one closes a ticket, a box named "Time units (work units):" is where they can fill this in. > Thanks, > > Jason Joines > Open Source = Open Mind > ======================== > > _______________________________________________ > 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 Erik Mathis AIU Dunwoody Network Administrator emathis(a)aiuniv.edu

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