October 2004 - otrs - OTRS mailing lists

Customer access to queues.
by Daemon Behr 05 Oct '04

05 Oct '04

Is there any way to limit the customers access to queues when creating a new ticket? ...Using otrs 1.2.4 win32 -daemon

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Allow customers to read other customer's tickets
by OTRS main list 05 Oct '04

05 Oct '04

Is it possible to allow one customer to read (or even, perhaps, modify) another customer's tickets? For example, we want all the customers who work in Department A to be able to read all other Department A customers' tickets, but not be able to read any tickets for customers who work in Department B. I think this may be possible using separate queues for each department, but is it possible when all the tickets are in the same queue? Thanks, A. Lewenburg

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RE: [otrs] Re: LDAP/TLS
by Pete McDonnell 05 Oct '04

05 Oct '04

Please do pardon my ignorace... TLS? I'm no expert at LDAP... That code segment was taken from searching through posts on the lists.otrs.org server. - Pete McDonnell Manager, Technical Services Hip Interactive > > That looks very similar to what I have for a non-TLS > connection to an LDAP server. I need to know how to enable > the TLS part. Where is that in your config? > > Jason > ================================= > _______________________________________________ > 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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dispatching pb from pop account
by Bruno Mahe 05 Oct '04

05 Oct '04

Hello, I'm running OTRS 1.2.4 on a SuSE 8.1 and it works great appart from this problem: I've set an external pop account to retrieve tickets, and i cannot make it dispatch to the "To:" field. The mails are stocked into the Raw queue, even if they have the correct "To:" field set as the name of a queue. I've tried with the queue name and the queue name@domain, it just doesn't work. Any help appreciated. --- Bruno

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presorting via Config.pm
by Strange, PJ (Philippa) 05 Oct '04

05 Oct '04

Hi I am trying to presort tickets coming into OTRS, usually spam. The following is an example of what I currently have but it's not working. $Self->{'PostMaster::PreFilterModule'}->{'1-x_Spam'} = { Module => 'Kernel::System::PostMaster::Filter::Match', Match => { Subject => '^Buy cheap Viagra.*$', }, Set => { 'X-OTRS-Queue' => 'JISCmail Helpline::spam', }, }; $Self->{'PostMaster::PreFilterModule'}->{'1-x_Spam'} = { Module => 'Kernel::System::PostMaster::Filter::Match', Match => { From => '^news(a)eturbonews.com.*$' <mailto:'^news(a)eturbonews.com.*$'> , }, Set => { 'X-OTRS-Queue' => 'JISCmail Helpline::spam', }, }; Is there anything wrong with the above or is there something else I have to do too? I am running on LINUX and apache, Thanks Philippa Strange

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OTRS newbie - Customisation questions
by James Pickard 05 Oct '04

05 Oct '04

Hi there, I'm new to this list, and to OTRS. I was hoping to get some information on how to customise the 'templates' for the user interface etc.? Things like: LOGO COMPANY NAME I would like to change to our details. It's located at: http://helpdesk.hildas.unimelb.edu.au/otrs/customer.pl How do I access this to change it? I have had the server setup running Linux (slackware 9.1), have full access, but would like to know how I change it :-) Thanks in advance, James IT Support Officer St Hildas College The University of Melbourne College Crescent Parkville Victoria 3052 9248 8401 jpickard(a)hildas.unimelb.edu.au <mailto:jpickard@hildas.unimelb.edu.au>

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TicketFreeKey in AgentPhone.dtl as in CustomerMessageNew.dtl
by OTRS main list 04 Oct '04

04 Oct '04

I tried to create an input box for a free field in AgentPhone.dtl as I did in CustomerMessageNew.dtl, but it does not work. That is, I added the code <td align="top">$Data{"TicketFreeKeyField1"}:</td> <td align="top">$Data{"TicketFreeTextField1"} </td> to AgentPhone.dtl. Is this feature restricted only to CustomerMessageNew.dtl, or can it work for other pages and I am not using it correctly? (I am using OTRS 1.3.1.) Thanks

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Sender of e-mail, and link references
by Joaquim Homrighausen 04 Oct '04

04 Oct '04

I have set a sender address for a queue, "foo(a)webbplatsen.se"; but when I go into a ticket for that queue and compose a message (empty_answer), the message is sent from the queue's name and my FQDN?!?!?! FooQueue(a)webbplatsen.se Also, the links that are posted in messages seem to use the FQDN I have specified also.. how exactly is the FQDN supposed to be used? As a link reference? As a default e-mail address.. or what? In our case, we have OTRS set-up on a different machine than webbplatsen.se, and thus the FQDN cannot be used as a link reference.. [OTRS 1.3.1] -joho

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Swedish notifications
by Joaquim Homrighausen 04 Oct '04

04 Oct '04

Mon Oct 4 13:55:38 2004 notice OTRS-CGI-10 Sent agent 'AddNote' notification to 'joho(a)webbplatsen.se'. Mon Oct 4 13:55:38 2004 notice OTRS-CGI-10 Can't find notification for Agent::AddNote and nb_SW, try it again with en! In this particular case, I had my language set to Swedish (which by the way should use a language code of 'SV' and not 'SW' :-) [OTRS 1.3.1] -joho

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changing customer id loses customers tickets
by Des Quinn 04 Oct '04

04 Oct '04

Hi, Is it intentional that if you have an existing user with tickets that if you change the cstomer id that they appear to have no tickets associated with them the next time they log in. if you change the customer id back to its original value then the tickets reappear. I am guessing that this is relating to the customer_id value in the ticket table. If I wish to change the customer ids in use can I just ho thru the ticket table and change the customer_id to the new values and the tickets should retain their association with the user? Now going back to read the docs again :) thanks

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