October 2004 - otrs - OTRS mailing lists

SOLVED: Weird DefaultPendingNextStateType problem
by Henry Combrinck 12 Oct '04

12 Oct '04

Problem solved: before an option becomes available in the system (after editing the config file), you have to create an equivalent status in admin/status... > I'm having a spot of bother with changing DefaultPendingNextStateType in > Kernel/Config.pm. > > I can change everything else, but just not "DefaultPendingNextStateType". > > Here's the config in Kernel/Config.pm: > # --------------------------------------------------- # > # defaults for pending ticket # > # --------------------------------------------------- # > # PendingNoteSubject > $Self->{DefaultPendingNoteSubject} = 'Pending!'; > # PendingNoteText > $Self->{DefaultPendingNoteText} = ''; > # next possible states for pendinf screen > $Self->{DefaultPendingNextStateType} = ['pending reminder', 'pending > auto']; > > Everything works fine, except for DefaultPendingNextStateType! It > *always* shows the options "pending auto close+", "pending auto close-" > and "pending reminder", and not what has been defined in the config file. > For example, if I change DefaultPendingNoteSubject to "Pending1111111", it > shows correctly in the AgentPending action page - but changing > DefaultPendingNextStateType does nothing! > > I must be missing something obvious, and feeling like a banana. > > Please help. > > Thanks > Henry > > > -------------------------------------------------------- > This message was sent using MetroWEB's AirMail service. > http://www.metroweb.co.za/ - full access for only R73. > Free Web Accelerator, WebMail, Calendar, Anti-Virus, > Anti-Spam, 10 emails, 100MB personal webspace, and more! > Phone Now! 086 11 11 440 > -------------------------------------------------------- This message was sent using MetroWEB's AirMail service. http://www.metroweb.co.za/ - full access for only R73. Free Web Accelerator, WebMail, Calendar, Anti-Virus, Anti-Spam, 10 emails, 100MB personal webspace, and more! Phone Now! 086 11 11 440

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user group permissions
by Erol YILDIZ 12 Oct '04

12 Oct '04

Hi, I am giving just a 'ro' permission for a user over a group but the user can change owner of the tickets and priorities of the tickets. Is it possible to correct it? Thanks -- Using Opera's revolutionary e-mail client: http://www.opera.com/m2/

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Bulk-Action sugestion
by Patrik Forsberg 11 Oct '04

11 Oct '04

Hi, Would it be possible to add the funktion to choose between lock and unlocking the tickets for Bulk-Action ? There are cases in our system where we dont want to lock the ticket to the specified Agent just becouse (s)he uses Bulk-Action. Regards, Patrik F

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RE: [otrs] Bulk-Action sugestion
by Patrik Forsberg 11 Oct '04

11 Oct '04

> It would als be nice to be able to select all messages in a queue in > addition to the nolock function below.... Ah.. yes.. > then messages can be easily moved to another queue. locking the ticets > makes this function almost not usable (also the conformation > with every > click...) This is aculy solved with the option: $Self->{FrontendBulkFeatureJavaScriptAlert} = 0; in Config.pm.

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Weird DefaultPendingNextStateType problem
by Henry Combrinck 11 Oct '04

11 Oct '04

I'm having a spot of bother with changing DefaultPendingNextStateType in Kernel/Config.pm. I can change everything else, but just not "DefaultPendingNextStateType". Here's the config in Kernel/Config.pm: # --------------------------------------------------- # # defaults for pending ticket # # --------------------------------------------------- # # PendingNoteSubject $Self->{DefaultPendingNoteSubject} = 'Pending!'; # PendingNoteText $Self->{DefaultPendingNoteText} = ''; # next possible states for pendinf screen $Self->{DefaultPendingNextStateType} = ['pending reminder', 'pending auto']; Everything works fine, except for DefaultPendingNextStateType! It *always* shows the options "pending auto close+", "pending auto close-" and "pending reminder", and not what has been defined in the config file. For example, if I change DefaultPendingNoteSubject to "Pending1111111", it shows correctly in the AgentPending action page - but changing DefaultPendingNextStateType does nothing! I must be missing something obvious, and feeling like a banana. Please help. Thanks Henry -------------------------------------------------------- This message was sent using MetroWEB's AirMail service. http://www.metroweb.co.za/ - full access for only R73. Free Web Accelerator, WebMail, Calendar, Anti-Virus, Anti-Spam, 10 emails, 100MB personal webspace, and more! Phone Now! 086 11 11 440

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RE: [otrs] OTRS as an internal help desk system
by Adam Lee 11 Oct '04

11 Oct '04

one would imagine it would really depend on the size of the departments. for a small to medium business you wouldnt see this tool being that great a benefit - other than to create a searchable database for past events. but i would imagine the bigger the organisation the more uses this would have - espically when there are a number of people involved and priorities come into play. i am using it for the helpdesk of an organisation that has a few hundred inquiries a day. hope that helps -----Original Message----- From: Erol YILDIZ [mailto:erol@kemerkoy.k12.tr] Sent: Friday, 8 October 2004 8:11 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] OTRS as an internal help desk system Thanks for the reply. I have a LDAP server running on SuSE which has the authentication information and its has postfix configured to use LDAP, =) I will make OTRS make the customer authentication over LDAP and create the agent accounts myself over mysql and it will be ready to use.. =)) > Anybody tried to use OTRS as an internal helpdesk system for a whole > company? Can't say I have.. > I mean for example if someone from accounting dep. > has a request > from IT dep. he send his request throug the web interface of OTRS, if > someone from human resources dep. requests something from > another department > he sends a request from OTRS etc. > > Even if nobody uses OTRS for this aim, is it logical to use > OTRS this kind? Aculy sounds very logic.. only need that has to be met in the OTRS system is that the users or in this case Agents have a email-address. You could setup the different departments as customer-groups I suppose ? Ether way.. yes.. sounds like a good idea! Regards, Paddy _______________________________________________ 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 für Ihr OTRS System? => http://www.otrs.de/ _______________________________________________ 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 für Ihr OTRS System? => http://www.otrs.de/

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adding accounted time to the Agent Queue View
by Des Quinn 10 Oct '04

10 Oct '04

Hi, is there an easy way of adding the accounted time field to the Agent Queue View screen. Ideally I want to place it on the right hand side below Escalation. I have had a look at AgentQueueView.pm but while I can understand what its doing and a rough area of where to modify it I am at a loss with perl so any help would be appreciated. thanks Des

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How can I change the ticket overview to show the latest message and not the latest customer message ?
by Michael Bielicki 09 Oct '04

09 Oct '04

Hi any way to change the ticket overview so that the LAST actual message is shown and not the last CUSTOMER message? Would make handling tickets in our case a world easier ... -- Michael Bielicki

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otrs for project mamagement?
by Ted Kaczmarek 09 Oct '04

09 Oct '04

Anyone using otrs for project management? Any and all feedback welcomed. Ted

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Re: [otrs] Line wrap problems
by Robert L Mathews 09 Oct '04

09 Oct '04

At 9/27/04 4:15 PM, Martin Edenhofer <me(a)otrs.de> wrote: >Now it's in cvs for OTRS 2.0. It looks like only some of the patch got applied, so it didn't solve all the line wrapping issues. :-( I added a full description of the issue to the bug report (explaining why the other part of the patch is necessary) and reopened it; hope that's okay... Sorry to be such a pest. -- Robert L Mathews, Tiger Technologies http://www.tigertech.net/ "Ignorance more frequently begets confidence than does knowledge." -- Darwin

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