May 2004 - otrs - OTRS mailing lists

mkStats.pl doesn't work
by P'kale Robinson 27 May '04

27 May '04

Has anyone experienced errors when they run the mkStats.pl script ? Here's the output support:/opt/otrs/bin # ./mkStats.pl Can't locate GD/Graph.pm in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib /opt/otrs /usr/lib/perl5/5.8.1/i586-linux-thread-multi /usr/lib/perl5/5.8.1 /usr/lib/perl5/site_perl/5.8.1/i586-linux-thread-multi /usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.1/i586-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl .) at ./mkStats.pl line 37. BEGIN failed--compilation aborted at ./mkStats.pl line 37. P'kale Robinson MIS Director Southwest Hospital and Medical Center http://www.swhosp.org

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Re: How can an agent behave like a customer?
by Andrej Bazovkin 27 May '04

27 May '04

Hello! On Wednesday 26 May 2004 16:39, Teodor Georgiev wrote: > Login as agent and see on the "Phone View" (or whatever it is) menu. > By using it, your agent can generate tickets on customer's behalf as he has > received a call from them :))) The problem is in that fact, that there are some agents that act as customers to other agents. So they need to generate tickets not on customer's behalf, but on behalf of themselves, and this is impossible via this way. With respect, Andrej Bazovkin

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RE: [otrs] url send in messages to customers
by unbekennt X 26 May '04

26 May '04

Much obliged Tyler! >From: Tyler Hepworth <TylerH(a)natr.com> >Reply-To: "User questions and discussions about OTRS." <otrs(a)otrs.org> >To: "User questions and discussions about OTRS." <otrs(a)otrs.org> >Subject: RE: [otrs] url send in messages to customers >Date: Wed, 26 May 2004 12:56:37 -0600 > >unbekennt X wrote: > > In many messages that are sent to customer users there is an url that > > links to the case. e.g move, opens, ownership changes, etc. > > > > I would like to remove this since I am not ready to deploy the web > > interface to the world on the other side of the firewall. > > > > I can see where the agent messages are configured, but I can find no > > place to configure/modify the equivalent messages sent to customers. > > > > >Load each of your queues and make sure that 'customer move notify', >'customer state notify', and 'customer owner notify' are set to no. Got to >'auto response <-> queue' and make sure there are no auto-responses >associated with the queues. Those are the only two places that set up >notifications. > >hth, > >Tyler >_______________________________________________ >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/ _________________________________________________________________ Get MSN Hotmail Extra Storage - storage that grows with your needs! http://join.msn.com/?pgmarket=en-xe

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RE: [otrs] url send in messages to customers
by Tyler Hepworth 26 May '04

26 May '04

unbekennt X wrote: > In many messages that are sent to customer users there is an url that > links to the case. e.g move, opens, ownership changes, etc. > > I would like to remove this since I am not ready to deploy the web > interface to the world on the other side of the firewall. > > I can see where the agent messages are configured, but I can find no > place to configure/modify the equivalent messages sent to customers. > Load each of your queues and make sure that 'customer move notify', 'customer state notify', and 'customer owner notify' are set to no. Got to 'auto response <-> queue' and make sure there are no auto-responses associated with the queues. Those are the only two places that set up notifications. hth, Tyler

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url send in messages to customers
by unbekennt X 26 May '04

26 May '04

In many messages that are sent to customer users there is an url that links to the case. e.g move, opens, ownership changes, etc. I would like to remove this since I am not ready to deploy the web interface to the world on the other side of the firewall. I can see where the agent messages are configured, but I can find no place to configure/modify the equivalent messages sent to customers. Where do I go to change these? Matthew _________________________________________________________________ Block pop-up ads in a jiffy - get MSN Toolbar! http://toolbar.msn.co.za?DI=1054&XAPID=2083

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RE: [otrs] backups
by Tyler Hepworth 26 May '04

26 May '04

unbekennt X wrote: > What should I ask the IT people to do backups of so that if I lose > the server harddrive I can get back my tickets, settings, and FAQ, > etc. ? > Look in /opt/otrs/bin. There is a script called Backup.sh. It will backup up the entire database and your Config.pm file. That is all you need to backup in order to restore your system. Schedule the script to run via cron and then export the output to another system where it can be safely kept. If you make changes to any .pm files or .dtl files then I would suggest setting up a cvs repository and keeping your code there. As long as your repository is backed up, you will always have access to any local revisions that you make. Hth, Tyler Hepworth

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backups
by unbekennt X 26 May '04

26 May '04

What should I ask the IT people to do backups of so that if I lose the server harddrive I can get back my tickets, settings, and FAQ, etc. ? Regards Matthew _________________________________________________________________ Get fast inbox relief with Hotmail Extra Storage! http://join.msn.com/?pgmarket=en-xe

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RE: Spam: [otrs] FW: [Ticket#: 100079] Moved ticket in "intellect " queue!(FW: [Ticket#: 1000 [...])
by Tyler Hepworth 26 May '04

26 May '04

-----Original Message----- From: Doug Hall [mailto:dhall@intellecthr.com] Sent: Wednesday, May 26, 2004 9:56 AM To: User questions and discussions about OTRS. Subject: Spam: [otrs] FW: [Ticket#: 100079] Moved ticket in "intellect" queue!(FW: [Ticket#: 1000 [...]) How come I'm still getting these notifications, although ALL my queues has notify turned off.?? -----Original Message----- From: Intellect IT Support [mailto:ITSupport@xxxxxxxxxxx] Sent: 26 May 2004 16:55 To: Doug Hall Subject: [Ticket#: 100079] Moved ticket in "intellect" queue! (FW: [Ticket#: 1000 [...]) Hi, "Doug Hall" moved a ticket [100079] into "intellect". http://xxxxxxxxxxxxxxxxxx:81/otrs/index.pl?Action=AgentZoom&TicketID=80 Intellect IT Support System Since the notification url has 'index.pl' in it, this indicates to me that this message was sent to you in the role of an Agent. Queue notifications only control messages sent to customers. If you do not want to get notifications as an agent, then you can control this in your "preferences". Click on prefs and set "send me a notification if a ticket is moved into a custom queue" to no. Hth, Tyler

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How can an agent behave like a customer?
by Andrej Bazovkin 26 May '04

26 May '04

Hello! I'm using OTRS 1.2.3. In Config.pm option $Self->{AgentCanBeCustomer} = 1; is present. What is the way for an agent to act as customer and create his own tickets? I don't see any possibility to do this in agent's interface... With respect, Andrej Bazovkin

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RE: [otrs] System Log
by Doug Hall 26 May '04

26 May '04

Sorry. Again, I'm an idiot! :-) ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Doug Hall Sent: 26 May 2004 13:31 To: User questions and discussions about OTRS. Subject: [otrs] System Log The system log in the admin panel is completely empty. (Windows SBS 2003, apache) Intellect Business Consultants Ltd. 44 Lattimore Road St Albans Hertfordshire AL1 3XW Tel: 01727 848393 Fax: 01727 846811 Helpdesk: 01727 848576 Email: dhall(a)intellecthr.com Web: www.intellecthr.com <file:///\\www.intellecthr.com\> Official sponsors of the 2004 Personnel Today award for "Innovation in Career Development".

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