April 2004 - otrs - OTRS mailing lists

Graphs and Reports
by Matt Wentworth 05 Apr '04

05 Apr '04

>try the most recent version. You may also think about trying out the CVS >HEAD, but this were somewhat geeky, call it "bleeding edge". You may also >wait a little while for the next release 1.2.3, which we want to issue >soon. I couldn't wait, so I downloaded the 1.2.2. Install went fine but I was still missing the export feature under utilities. I think I may have been installing the rpm wrong, it wasn't updating any of the html pages. I removed the html folder and reinstalled the rpm. Everything looks good now. :) It it's not too long to explain what is this CVS HEAD you had mentioned? Matthew Wentworth IT Administrator City of Dover, NH 288 Cental Avenue Dover, NH 03820-4169 e-mail: m.wentworth(a)ci.dover.nh.us phone: 603-516-6099

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RE: [otrs] More sophisticated ACLs?
by Tyler Hepworth 05 Apr '04

05 Apr '04

Martin Edenhofer wrote: > On Mon, Apr 05, 2004 at 11:17:40AM -0600, Tyler Hepworth wrote: >>>>> $Self->{'System::Permission'} = ['ro', 'move_into', 'create', >>>>> 'note', 'close', 'pending', 'owner', 'priority', 'customer', >>>>> 'freetext', 'forward', 'bounce', 'move', 'rw']; >>>> >>>> If I revoke the right 'owner' won't that make it impossible for an >>>> agent to claim tickets for themselves / work on the ticket? >>> >>> Not exactly. The do not have the right to claim the ownership, as >>> well as give ownership to s.o. else. >> >> >> Apologies if this seems trivial. So, it is possible that the agent >> is NOT the owner but can still work on a ticket owned by someone >> else? > > No. You need to be the owner to work on a ticket. How then, do I allow an agent to take ownership for self but not assign ownership to others? I want agents to be able to take tickets and own them, but not be able to assign them to others. This will help prevent "pass the buck" syndrome. Thanks, Tyler Hepworth

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RE: [otrs] More sophisticated ACLs?
by Tyler Hepworth 05 Apr '04

05 Apr '04

Robert Kehl wrote: > On Monday, April 05, 2004 5:26 PM > Tyler Hepworth <TylerH(a)natr.com> wrote: >> Robert Kehl wrote: >>> $Self->{'System::Permission'} = ['ro', 'move_into', 'create', >>> 'note', 'close', 'pending', 'owner', 'priority', 'customer', >>> 'freetext', 'forward', 'bounce', 'move', 'rw']; >> >> If I revoke the right 'owner' won't that make it impossible for an >> agent to claim tickets for themselves / work on the ticket? > > Not exactly. The do not have the right to claim the > ownership, as well as give ownership to s.o. else. Apologies if this seems trivial. So, it is possible that the agent is NOT the owner but can still work on a ticket owned by someone else?

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500 Internal Server Error (Premature end of script headers) - why ?
by ****** ******** 05 Apr '04

05 Apr '04

** Reply Requested by 4/4/2004 (Sunday) ** Hello! Trying to install OTRS 1.2.2 on ALT Linux system with apache 1.3.29. I've done everything needed (I already used to install OTRS 1.2.1 on Red Hat 9 successfully). And I didn't forget to set all needed permissions with SetPermissions.sh script. The start pages (index.pl/customer.pl) are opened without problems, but any action on them (login/register new user) cause "500 Internal Server Error". After this the following lines are added to apache error_log: [Mon Apr 5 17:09:28 2004] [error] [client *.*.*.*] Premature end of script headers: /opt/otrs/bin/cgi-bin/index.pl Invalid argument at /opt/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 152. All needed modules seem to be present: #bin/otrs.checkModules Can't stat /usr/local/lib/perl5/site_perl/5.8.3/i386-linux: No such file or directory at ./otrs.checkModules line 41 Can't stat /usr/local/lib/perl5/site_perl/5.8.3: No such file or directory at ./otrs.checkModules line 41 Can't stat /usr/local/lib/perl5/site_perl: No such file or directory at ./otrs.checkModules line 41 CGI ... ok Date::Pcalc ... ok DBI ... ok DBD::mysql ... ok Digest::MD5 ... ok Email::Valid ... ok IO::Scalar ... ok IO::Wrap ... ok MIME::Base64 ... ok MIME::Tools ... ok Mail::Internet ... ok Net::DNS ... ok Net::POP3 ... ok Net::LDAP ... ok Net::SMTP ... ok Authen::SASL ... ok GD ... ok GD::Text ... ok GD::Graph ... ok GD::Graph::lines ... ok GD::Text::Align ... ok I've did nothing to Kernel/Config.pm except most necessary customizations. BTW, installer.pl made all its tasks without errors. Thank you in advance for any support. WBR, Andrej

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RE: [otrs] More sophisticated ACLs?
by Tyler Hepworth 05 Apr '04

05 Apr '04

Robert Kehl wrote: > On Saturday, April 03, 2004 12:58 AM > Tyler Hepworth <TylerH(a)natr.com> wrote: >> Are there more sophisticated acls available for OTRS? For example, I >> want to be able to grant users the ability to take ownership of >> tickets for themselves, but not assign ownership of tickets to >> others. And maybe for some, I want to grant both the ability to take >> and assign ownership. > > You should be able to achieve the wanted behaviour by the following > setting: > > $Self->{'System::Permission'} = ['ro', 'move_into', 'create', > 'note', 'close', 'pending', 'owner', 'priority', 'customer', > 'freetext', 'forward', 'bounce', 'move', 'rw']; Sorry, I don't understand the system well enough yet to know what this means. > After this, you may revoke the right 'owner' from some or all > of your agents. If I revoke the right 'owner' won't that make it impossible for an agent to claim tickets for themselves / work on the ticket?

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RE: [otrs] What exactly is the "lock" function
by Tyler Hepworth 05 Apr '04

05 Apr '04

Duarte Cordeiro wrote: > When a agent locks a ticket, it becomes "his" ticket. Other > users can't "normally" see it (you can still see it, if you > use the search). It becomes your, until your close it, or > release it (unlock). You should lock a ticket when you start > working on it, so that other users don't try to solve the > same problems that you're working on. > Very good. Thanks. Tyler

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What exactly is the "lock" function
by Tyler Hepworth 05 Apr '04

05 Apr '04

I read the docs and looked through the archives, but I haven't been able to find a good description of what "lock" vs "unlocked" means. Can someone please explain it? Thanks, Tyler Hepworth

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Ticket Timeouts
by Richard 05 Apr '04

05 Apr '04

Is there any possible way to setup a ticket timeout within OTRS? For example, if a customer hasn't responded within a certain period of time (say, 1 day), the ticket will automatically close. I know there's the pending option, but that'll close the ticket regardless of whether they've responded or not.

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RE: [otrs] Moved ticket not showing in queue
by Tyler Hepworth 03 Apr '04

03 Apr '04

Robert Kehl wrote: > On Saturday, April 03, 2004 6:35 AM > Tyler Hepworth <TylerH(a)natr.com> wrote: >> Earlier, I posted that queues were not showing in Queue View except >> for Personal and Raw. So, I decided to move a ticket into the Raw >> queue from the General Queue. The ticket count in Raw does not >> increase and when I click on the Raw queue, the ticket is not there. >> I can still access the ticket by clicking on "locked tickets". When >> I look at the ticket it states that it is part of the Raw queue, but >> it does not show. > > Ah, now it's clear. Locked tickets do not appear in the > QueueView, only unlocked do. Unlock the ticket and it's there. > > hth, > > Robert Kehl That did the trick, thank you. Still trying to understand the system. Playing with everything I can think of to see how the application reacts to being on SQL server instead of MySQL. Tyler

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Feature request: Customer ticket zoom: owner --> real name
by Covert, Jake 03 Apr '04

03 Apr '04

When a customer zooms in on a ticket, on the right hand side, is some information about the ticket. One of those items lists the owner of the ticket. How could I change the CustomerTicketZoom.dtl to show the full name of the owner of the ticket instead of just his login name? Let me know if that makes sense. ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com *********************************

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