May 2004 - otrs - OTRS mailing lists

Change of Ticket Owner
by Patrick Hofmann 28 May '04

28 May '04

Hi We found some issue which we don't know how to classify: If you click on "Compose Empty Answer" on a ticket, you immediately become the new owner even if you *don't* send it (e.g. just press 'back' in your browser). In fact, from then on the ticket is locked on you. This is also a nice way to get rid of the "escalated tickets" without answering them: - click on "Compose empty answer" - don't submit it - change the ownership back to the previous agent We don't know if this should be posted to bugs, or if we miss some basic understandings any hints appreciated Patrick -- ------------------------------------------------------------- addr://Rathausgasse 31, CH-5001 Aarau tel://++41 62 823 9355 http://www.terreactive.com fax://++41 62 823 9356 ------------------------------------------------------------- terreActive AG Wir sichern Ihren Erfolg. -------------------------------------------------------------

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RE: [otrs] Webserver - Other than Apache!
by Covert, Jake 28 May '04

28 May '04

<struggle> Mmmmuuusttt not make disparaging remarks about IIS..!!! Argg....</struggle> Robert Kehl wrote: > On Thursday, May 13, 2004 2:34 PM > Doug Hall <dhall(a)intellecthr.com> wrote: >> Simple Yes or no.. Can this be run on IIS??? If so, is there any >> documentation yet? > > No, sorry. I heard of noone who has successfully completed that task. > > Robert Kehl

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Re: [otrs] Mail notes and answers to all admins
by Jurrit 28 May '04

28 May '04

Jurrit de Vries wrote: > On Friday, May 28, 2004 5:12 PM Jurrit <jurrit(a)home.nl> wrote: >> 1. When adding a note to a ticket, we (the admins of that queue) >> like to receive a mail about it, with the notes content. I saw >> there was something like Agent::AddNote in the notifications list. >> But I couldnt find a way to enable that. > No way to do that without thorough coding, sorry. Hmmz. That is a shame indeed. But OTRS has to enter the notes content to the database. It also knows the admin mail address and is able to send mails. I thought it wouldn't be to difficult to add this functionality. Can you tell me what part of the code handles the note data submission to the database? Maybe I can hack something myself. There also is something like admin email. With action AdminEmail. And subaction Send. Well, let me not bother you with that. Maybe if have some spare time, I will be able to add this to the code. >> possible that every answer has a default BCC line in it? > Again: no. We provide a general Bcc feature. Set in Config.pm: > # SendmailBcc # (Send all outgoing email via bcc to... # Warning: use > it only for external archive funktions) $Self->{'SendmailBcc'} = > 'address(a)example.com'; ah, well that might help a bit for now. >> I hope someone can help me fix this issues, or at least give some >> pointers. > sales(a)otrs.de - we'll do it for you. Well, if i had money to spend, i would gladly pay you, but we dont have any :) Thnx for the quick answer tough Jurrit

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Mail notes and answers to all admins
by Jurrit 28 May '04

28 May '04

Hiya, Well, we used to work with RT2 and made a switch to OTRS. I love it, but have trouble with two things. I couldnt find any info about in the docs or using google, so I hope you can help me. 1. When adding a note to a ticket, we (the admins of that queue) like to receive a mail about it, with the notes content. I saw there was something like Agent::AddNote in the notifications list. But I couldnt find a way to enable that. I added this in the config.pm but that didnt helpt either: $Self->{DefaultNoteTypes} = { 'note-internal' => 1, 'note-external' => 1, 'note-report' => 1, 2. When one admin answers a ticket, all other admins should receive that answer to. That way we can easily check wether it was a correct answer, etc. I didnt find any thing in OTRS that looked like it was designed to do that. So I was wondering, is it possible to do this. If not, is it possible that every answer has a default BCC line in it? The mails should either go to the personal address of the admins, or to the system admin mail address. $Self->{AdminEmail} I hope someone can help me fix this issues, or at least give some pointers. Jurrit

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ERROR No Permission! - while customer tries to read ticket fro Ticket-Overview
by Stig Graasbøl Rasmussen 28 May '04

28 May '04

On Wednesday, April 21, 2004 3:44 PM Stig Graasbøl Rasmussen <[EMAIL PROTECTED]> wrote: >> I get the Error: No Permission! - message while clicking on an old >> ticket from the customer login "Ticket-Overview" screen. >> The ticket exists fine and can be accessed with no problems from the >> Agent screens. >Does the Customer have access to the queue the ticket is in? >Robert Kehl Yes I am pretty sure about that, the queue is my default queue used by all my customer users and they have no problems viewing their tickets and the user in question is a customer user with exactly the same properties/permissions as the others. Only difference I can think of is that the troubled tickets where created by an agent user - using 'Compose Email' with the customer user in question selected in the 'To'-field. Tickets created by the custermer user the normal way do not have the 'No Permission' problem. By the way is there a way (e.g. a database query) I can use to check which users have acces to which queues? Thanks Stig

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FAQ - customer users must login again to view FAQ articles
by Stig Graasbøl Rasmussen 28 May '04

28 May '04

When I create FAQ articles in state 'Public (all)' they all get visible to customer users in the 'FAQ Overview' page. But when a customer user clicks an article he is asked to login again in order to read it. That shouldn't be necessary, can anybody tell me how to avoid that? Thanks Stig Rasmussen

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RE: How can an agent behave like a customer?
by Andrej Bazovkin 28 May '04

28 May '04

Hello! On Thu, 27 May 2004 08:35:36, Tyler Hepworth wrote: >When I want to place a ticket from myself as the customer, I just >create the ticket in phone view and put that is from myself (my email >address). My email then receives notifications and everything else >just as if I were a customer. If I log into the customer >self-service page, all my tickets show up just as if I were a >customer. When our agents try to login on customer login page with their own login/password the login fails (when trying to initiate password recovery "no such user" is reported). Did you create two separate accounts for each agent: as an agent and as a customer? With respect, Andrej Bazovkin

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Compose Message Problem
by Scott Moore 28 May '04

28 May '04

Hello again, all... By default, when you use a Response to reply to a ticket, the Response text appears BELOW the ticket text. What files do I need to edit to change this. Looking at the source, I see the places it's getting the info from, but when I try to find that data within any of the files I get NOWHERE. No biggie, but if you've got a solution, I'd love to hear it. In the meantime I'm gonna keep trying to find it myself... Scott

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Help setting up basic system
by Adam Cody 28 May '04

28 May '04

I managed to get OTRS up and running on SuSE 9.1, icons and everything else. I'm having problems with the queues and notifications though. When I close a ticket, the system then turns around with two notifications as well as "opening" the ticket again. Not sure what I'm doing wrong and would prefer to setup a real basic system at first to get things working well. Can anyone recommend some queue settings where the notifications will not reopen tickets or create new ones upon a notification that a ticket closed? Thanks, Adam Queues: Junk Misc Postmaster Raw otrs Set with: Follow-up: reject (tried possible as well), Customer Options no (tried yes as well)

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Replies to internal mails are visible by customers
by Erik Bonesvoll 28 May '04

28 May '04

If an agent want to have someone internally within the company to have a look at a case, it is possible to forward the customer's posting as an internal mail. The internal mail is hidden from the customer. This is great! However the reply address to this mail is the queue reply address, and the reply to the internal mail is posted as an external mail, hence it is visible by the customer. Is it a way to configure OTRS so replies to internal mails are also handled as internal communication ? Regards, - Erik -

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