April 2004 - otrs - OTRS mailing lists

Admin has only user priveleges???
by Nic Laschinger 08 May '04

08 May '04

Hi all, I have just set up my first otrs system, so bear with me. I have logged with root for the first time, and I have no Admin-Area or Stats, it seems as if I have only the privileges of a normal user. I am running a standard SuSE 9 box, nothing special there. Any ideas? Cheers Nic

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An answer: statistics
by Peter Didenko 03 May '04

03 May '04

Hello, We are using OTRS in a corporate environment. Our operators sending his answers to clients using OTRS. I want to have some statistics for each operator: how many tickets/articles they answered during the period, average time for the one answer, average articles number within the ticket and so on like this. Is there any ready to use statistics packages available from OTRS team or from any other developers/OTRS users? I believe, this is very actual question, but I found no any information on this. Thank you. -- Peter

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[Fwd: filtering spam by header and manually]
by Damian Fuentes 03 May '04

03 May '04

don't think anyone answered this, anyone got any ideas. much appreciated. -----Forwarded Message----- From: Damian Fuentes <damian(a)evite.com> To: otrs(a)otrs.org Subject: filtering spam by header and manually Date: Fri, 16 Apr 2004 14:21:15 -0700 I'm trying to filter pre-screened spam and also filter spam using Spamassassin, here are the filters in default.pm that i'm using: $Self->{'PostMaster::PreFilterModule'}->{'4-MatchSpamMatch'} = { Module => 'Kernel::System::PostMaster::Filter::Match', Match => { 'X-Spam-Status' => 'Yes', }, Set => { 'X-OTRS-Queue' => 'spam', }, }; $Self->{'PostMaster::PreFilterModule'}->{'5-SpamAssassin'} = { Module => 'Kernel::System::PostMaster::Filter::CMD', CMD => '/usr/bin/spamassassin | grep -i "X-Spam-Status: yes"', Set => { 'X-OTRS-Queue' => 'spam', }, }; I am getting false positives and false negatives with these filters. What i might be doing wrong? -- Damian Fuentes Associate Systems Administrator Evite.com (310) 360-2481 damian(a)evite.com - And all was good in the wonderful land of Linux.

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subqueue filter
by Damian Fuentes 03 May '04

03 May '04

I have filters setup in default.pm using the match.pm modules. How do I filter to a subqueue? When i put: Set => { 'X-OTRS-Queue' => 'Address Book', }, if a main queue is 'Host' and a subqueue under that is 'Address Book', what would i put as the queue in the filter above? Is it formatted 'queue:subqueue' or 'queue/subqueue', or does it not support that yet? Thanks again. -- Damian Fuentes Associate Systems Administrator Evite.com - And all was good in the wonderful land of Linux.

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how to change user localhost as default
by marc＠mercator.net 03 May '04

03 May '04

I am new to OTRS, just installed the new version. I have sooo many questions, but let´s start with 1 or a few only. Besides my questions, the manual is - in my opinion - too detailed. I mean, there are many things HOW to configure the files and the system, but I would like to have answered some standard questions, such as: - how to respond to new tickets? Move them first to another queue or lock them first for a specific user or what? Anyway, this is my main question: I log in as "root@localhost". I know I should NOT!! But when I log in as a user I created, I cannot change priority for a mail or so, because it says: "mail is of user "root@localhost" permission" or somethin similar!! SO.. how can I EITHER log in as a user and have full "root@localhost" access (I put all permissions for this user) OR how can I change the user "root@localhost" to another user so that the mails that come in as a new ticket belong to this user? To explain better: we are only two people, working with OTRS. I don´t want to log in as root and set priority, permissions etc and then log in as another user again and work on the mails/tickets. If there is another/better manual out there besides the ones on otrs.org, please let me know! Thanks, Marc

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few more questions
by Damian Fuentes 03 May '04

03 May '04

I have to say, this ticketing system is one of the best feature filled of all available open-source ticket based projects. We appreciate all the work you guys are doing. I had another question: Is there a way to view the contents of a whole ticket without having to 'Print' it? Like, I would like to see the whole thread in one page. Also, I'm looking for more advanced reporting options, I like the simple numbers and GD graphs but I would like to get some more specific statistics ie. number of total(and per agent) tickets closed per day, week, month, and year. What are my options? I know i could gut the code myself but is there anything that someone has made for those type of stats or is there a third party project on freshmeat or sourgeforge that might help. I've already searched but to no avail. Thanks a lot for all the help. -- Damian Fuentes Associate Systems Administrator Evite.com (310) 360-2481 damian(a)evite.com - And all was good in the wonderful land of Linux.

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Version Change Management
by Tyler Hepworth 03 May '04

03 May '04

Is there a way to keep custom code separate from the default so that it is not lost when I upgrade to a new version? For example, I made extensive changes to sync2ldap in User.pm so it would work correctly with my setup. How can those changes survive upgrades without having to rewrite the code in the newer files? Thanks, Tyler Hepworth

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RE: [otrs] Help With Customer Interface/Permissions
by Tyler Hepworth 01 May '04

01 May '04

L. Mark Stone wrote: > > Unfortunately, this customer user sees no existing tickets > when they log in. They only see tickets that they themselves create. > > What have we done wrong? The tickets that are displayed are determined by what is set in the field "CustomerID". If you want a manager to see tickets from multiple individuals, then CustomerID has to be the same in all of the tickets that come in - regardless of who they are from. Let's use "Manager A" as an example: Open up the Admin Area. Got to "Customer User". Find "Manager A's" profile. Click on change. In the customer id field, set it to something unique like "managerA" (boy aren't I creative). Then, every ticket that comes in (regardless of who it is from), has to have "managerA" set in the CustomerID field if you want "Manager A" to see those tickets. Hth, Tyler

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RE: [otrs] How to run Cron Jobs as otrs user
by Tyler Hepworth 30 Apr '04

30 Apr '04

Erik Mathis wrote: > I think you need to edit /opt/otrs/var/cron/fetchmail and then > restart otrs. Restart otrs. Yes, that did the trick. Thank you!!!!!!!! Sheesh, some answers are much too simple. Tyler

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Help With Customer Interface/Permissions
by L. Mark Stone 30 Apr '04

30 Apr '04

I've been fussing around for most of the past two days with the Customer front end, and I'm a bit stuck. Probably I have just confused myself... ::Our Setup:: We use OTRS to take care of all of our clients' tickets. For each client, we create an email account called "trouble(a)client.com" that OTRS fetches via POP3. For each client, we have a top queue with the name of the client (we do not use this queue for tickets) and underneath we have three sub-queues: Incoming, Closed and Invoiced. When OTRS fetches emails to create new tickets, they are dispatched by queue to each client's Incoming queue. When an agent finishes with the ticket, he/she moves the ticket from the client's Incoming queue to the client's Closed queue, after creating an Internal Note listing the time spent and billing rate. (Note that the ticket state in OTRS is still "Open"). Our Billing Department looks for tickets in all clients' Closed queues. When they find one, they enter the billing information into our accounting system manually, move the ticket to the Invoiced queue, and then change the state of the ticket in OTRS to "Closed". ::Our Challenges:: We want to allow a manager from each client to look at all tickets in that client's Incoming, Closed and Invoiced queues. We don't want this client manager to see any internal notes however. ::What We've Done So Far:: We successfully modified Config.pm to manage CustomerUsers. We set up Groups called "ClientA-Mgt", "ClientB-Mgt" etc., and and assigned these groups to each client's Incoming, Closed and Invoiced queues. We also made all of our agents members of all of these groups with rw permissions We then set up a test ClientA customer user and gave him ro permissions to the ClientA-Mgt group. OTRS then gave him rw permission to the users group. Unfortunately, this customer user sees no existing tickets when they log in. They only see tickets that they themselves create. What have we done wrong? Thanks! Mark -- _____________________________________________________________ A Message From... L. Mark Stone Reliable Networks of Maine, LLC 477 Congress Street, 5th Floor Portland, ME 04101 Tel: (207) 772-5678 Web: http://www.rnome.com

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