March 2004 - otrs - OTRS mailing lists

RE: [otrs] 3nd Subque Leve lost
by Thorsten Philipp 16 Mar '04

16 Mar '04

> -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Robert Kehl > Sent: Tuesday, March 16, 2004 12:51 AM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] 3nd Subque Leve lost > > On Monday, March 15, 2004 2:24 PM > Thorsten Philipp <thorsten.philipp(a)netage.de> wrote: > > We currently have the problem that we do not see 3rd layer > queues in > > the Queue View anymore. > > > > We dont see Queue E and F. > > Are you sure they are not empty? Yes. Because i do see them in my personal Queue. > > > If i do change the Name of Queue C I also dont see E & F in > the Admin > > -> Queue Section. > > This isn't normal, as the queues are chained via their IDs, > not via their names. Could you tell me how exactly OTRS does this ? Perhaps something went wrong in our DB, And i could fix it manually. The field group_id is the owner Group and has nothin to do with queue subqueue relation, right ? So how exactly does OTRS do this ? ;) > > > Want went wrong ? How do i fix it ? > > I don't know by now - there must be some erros in your log(s)? Which log ? The OTRS-System log ? I will take a look. > > Regards, > > Robert Kehl > > -- > ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg > http://www.otrs.de/ :: Tel. +49 (0)6172 4832388 > > _______________________________________________ > 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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3nd Subque Leve lost
by Thorsten Philipp 15 Mar '04

15 Mar '04

Hi all, We currently have the problem that we do not see 3rd layer queues in the Queue View anymore. For example: |- Queue A -| |+ Queue B |- Queue C -| |+ Queue E |+ Queue F |+ Queue D We dont see Queue E and F. If i do change the Name of Queue C I also dont see E & F in the Admin -> Queue Section. Want went wrong ? How do i fix it ? Thanks

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RE: [otrs] Junk queue deletion
by Stefan Testa 15 Mar '04

15 Mar '04

Ok. That worked like a charm. I apologize to everyone for my stupid mistake. Stefan -----Original Message----- From: Markus Ruecker [mailto:markus.ruecker@mr-consult.net] Sent: Monday, March 15, 2004 5:02 PM To: 'User questions and discussions about OTRS.' Subject: RE: [otrs] Junk queue deletion Hi Stefan, I think you have misunderstood something. You don't have to touch the GenericAgent.pl. Instead of this, use the file: /opt/otrs/Kernel/Config/GenericAgent.pm If you don't have this file, just copy GenericAgent.pm.dist Markus... > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Stefan Testa > Sent: Monday, March 15, 2004 10:03 PM > To: User questions and discussions about OTRS. > Subject: RE: [otrs] Junk queue deletion > > > Ok. I attempted to adapt the code in the link you directed me > to, but am unsuccessful. I'm sure I'm botching something > simple, but I just don't see it. > > Below is the tail end of my GenericAgent.pl file: > > # -- > # delete ticket > # -- > if ($Jobs{$Job}->{New}->{Delete}) { > print " - delete ticket_id $TicketID\n"; > $CommonObject{LogObject}->Log( > Priority => 'notice', > Message => "Delete Ticket [$TicketNumber], > TicketID [$TicketID].", > ); > $CommonObject{TicketObject}->DeleteTicket( > UserID => $UserIDOfGenericAgent, > TicketID => $TicketID, > ); > } > # -- > # [name of job] -> close and delete all tickets in queue delete > # -- > 'junk' => { > # get all tickets with this properties > Queue => 'junk', > States => ['new', 'open'], > Locks => ['unlock'], > # new ticket properties (no option is required, use > just the options > # witch should be changed!) > New => { > # DELETE! > Delete => 1, > }, > }, > > > > } > # -- > > > Is there an obvious error? > > > I really appreciate all your help! > > Stefan > > -----Original Message----- > From: Robert Kehl [mailto:robert.kehl@otrs.de] > Sent: Wednesday, March 10, 2004 6:51 PM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] Junk queue deletion > > On Wednesday, March 10, 2004 4:31 PM > Stefan Testa <stefan(a)springstnet.com> wrote: > > We currently get a lot of spam sent to our OTRS system so I > have just > > been telling everyone to move it into the "junk" queue. How do I go > > about deleting all of this junk? > > The GenericAgent is meant for performing this. See http://doc.otrs.org/1.2/en/html/generic-agent.html and http://doc.otrs.org/1.2/en/html/generic-agent-example.html#AEN1040 GA will get executed via the Cron jobs. See http://doc.otrs.org/1.2/en/html/cronjob.html > If there is a better way to go about doing this, please let me know. You're on track already. hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388 _______________________________________________ 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/ _______________________________________________ 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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RE: [otrs] Junk queue deletion
by Stefan Testa 15 Mar '04

15 Mar '04

My god, I'm rather embarrassed now. I'll give a shot. Thank you very much. Stefan -----Original Message----- From: Markus Ruecker [mailto:markus.ruecker@mr-consult.net] Sent: Monday, March 15, 2004 5:02 PM To: 'User questions and discussions about OTRS.' Subject: RE: [otrs] Junk queue deletion Hi Stefan, I think you have misunderstood something. You don't have to touch the GenericAgent.pl. Instead of this, use the file: /opt/otrs/Kernel/Config/GenericAgent.pm If you don't have this file, just copy GenericAgent.pm.dist Markus... > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Stefan Testa > Sent: Monday, March 15, 2004 10:03 PM > To: User questions and discussions about OTRS. > Subject: RE: [otrs] Junk queue deletion > > > Ok. I attempted to adapt the code in the link you directed me > to, but am unsuccessful. I'm sure I'm botching something > simple, but I just don't see it. > > Below is the tail end of my GenericAgent.pl file: > > # -- > # delete ticket > # -- > if ($Jobs{$Job}->{New}->{Delete}) { > print " - delete ticket_id $TicketID\n"; > $CommonObject{LogObject}->Log( > Priority => 'notice', > Message => "Delete Ticket [$TicketNumber], > TicketID [$TicketID].", > ); > $CommonObject{TicketObject}->DeleteTicket( > UserID => $UserIDOfGenericAgent, > TicketID => $TicketID, > ); > } > # -- > # [name of job] -> close and delete all tickets in queue delete > # -- > 'junk' => { > # get all tickets with this properties > Queue => 'junk', > States => ['new', 'open'], > Locks => ['unlock'], > # new ticket properties (no option is required, use > just the options > # witch should be changed!) > New => { > # DELETE! > Delete => 1, > }, > }, > > > > } > # -- > > > Is there an obvious error? > > > I really appreciate all your help! > > Stefan > > -----Original Message----- > From: Robert Kehl [mailto:robert.kehl@otrs.de] > Sent: Wednesday, March 10, 2004 6:51 PM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] Junk queue deletion > > On Wednesday, March 10, 2004 4:31 PM > Stefan Testa <stefan(a)springstnet.com> wrote: > > We currently get a lot of spam sent to our OTRS system so I > have just > > been telling everyone to move it into the "junk" queue. How do I go > > about deleting all of this junk? > > The GenericAgent is meant for performing this. See http://doc.otrs.org/1.2/en/html/generic-agent.html and http://doc.otrs.org/1.2/en/html/generic-agent-example.html#AEN1040 GA will get executed via the Cron jobs. See http://doc.otrs.org/1.2/en/html/cronjob.html > If there is a better way to go about doing this, please let me know. You're on track already. hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388 _______________________________________________ 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/ _______________________________________________ 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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RE: [otrs] Junk queue deletion
by Stefan Testa 15 Mar '04

15 Mar '04

Ok. I attempted to adapt the code in the link you directed me to, but am unsuccessful. I'm sure I'm botching something simple, but I just don't see it. Below is the tail end of my GenericAgent.pl file: # -- # delete ticket # -- if ($Jobs{$Job}->{New}->{Delete}) { print " - delete ticket_id $TicketID\n"; $CommonObject{LogObject}->Log( Priority => 'notice', Message => "Delete Ticket [$TicketNumber], TicketID [$TicketID].", ); $CommonObject{TicketObject}->DeleteTicket( UserID => $UserIDOfGenericAgent, TicketID => $TicketID, ); } # -- # [name of job] -> close and delete all tickets in queue delete # -- 'junk' => { # get all tickets with this properties Queue => 'junk', States => ['new', 'open'], Locks => ['unlock'], # new ticket properties (no option is required, use just the options # witch should be changed!) New => { # DELETE! Delete => 1, }, }, } # -- Is there an obvious error? I really appreciate all your help! Stefan -----Original Message----- From: Robert Kehl [mailto:robert.kehl@otrs.de] Sent: Wednesday, March 10, 2004 6:51 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Junk queue deletion On Wednesday, March 10, 2004 4:31 PM Stefan Testa <stefan(a)springstnet.com> wrote: > We currently get a lot of spam sent to our OTRS system so I have just > been telling everyone to move it into the "junk" queue. How do I go > about deleting all of this junk? The GenericAgent is meant for performing this. See http://doc.otrs.org/1.2/en/html/generic-agent.html and http://doc.otrs.org/1.2/en/html/generic-agent-example.html#AEN1040 GA will get executed via the Cron jobs. See http://doc.otrs.org/1.2/en/html/cronjob.html > If there is a better way to go about doing this, please let me know. You're on track already. hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388 _______________________________________________ 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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Customer's password in 1.2 from CVS
by Ivica Mustapic 15 Mar '04

15 Mar '04

When updating customer information, password filed is always empty, therefore update asks me to type a new password. But that resets current users password. How do I update customer information without reseting customer's passwords? Also, in the PhonView Owner field is empty. Have I missed something here? Cheers, Ivica

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FAQ question
by Daniel Balan 15 Mar '04

15 Mar '04

Hello otrs, I made a new faq_state (using PhpMyAdmin): "Public::Bugs" and I had set type_id=3, so it should be public I am able to access all those KB articles that are "Public::Bugs" but only if I am an operator. If I choose http://server/myotrs/faq.pl I can not reach them. Is there any other things that I have to set in order to make them public ? Regards, Daniel

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Armin Wies is out of the office until march 29th
by Armin.Wies＠mscsoftware.com 15 Mar '04

15 Mar '04

I will be out of the office starting 03/13/2004 and will not return until 03/29/2004. I will respond to your message when I return. In the meanwhile you can contact: martin.schwarz(a)mscsoftware.com

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Customer history search
by Filipe Henriques 15 Mar '04

15 Mar '04

Hello I'm testing the new version 1.2.2 and when i search for the CustomerID in the Utilities, it is possible to show the Customer data in the search results ? Any help would be appreciated. Thanks Filipe H

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update woes with current cvs
by Wiktor Wodecki 15 Mar '04

15 Mar '04

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hello, is there any way of exporting data from an old otrs 1.2 cvs version and to import it into a new one? The update scripts seem to have some bugs - the result is an inconsistent database. Some hints would be appreciated :-) - -- Regards, Wiktor Wodecki net mobile AG - 40470 Duesseldorf - Germany 923B DCF8 070C 9FDD 5E05 9AE3 E923 5A35 182C 9783 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.4 (GNU/Linux) iD8DBQFAVLFK6SNaNRgsl4MRAoaLAJ4s0lGJBfPz7JKk1lkZsQzDIGyQHwCg0bnE J/nvMaf8fJy3Ey3jwrM3m6Q= =0jNA -----END PGP SIGNATURE-----

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