November 2005 - otrs - OTRS mailing lists

Customer Groups, Queues and Views
by Shawn Holland 26 Nov '05

26 Nov '05

I have enabled Customer Group support and have the following setup. CustomerName: ParentCustomer CustomerName: SubCustomer GroupName: ParentGroup GroupName: SubGroup QueueName: ParentQueue QueueName: SubQueue ParentCustomer has ro permissions on ParentGroup and SubGroup SubCustomer has ro permissions on SubGroup ParentQueue is in ParentGroup SubQueue is in SubGroup SubQueue is a subQueue of ParentQueue I create a phone ticket from SubCustomer to SubQueue SubCustomer logs into the customer web interface and can see that ticket ParentCustomer logs into the customer web interface and CANNOT see that ticket. Am I doing something wrong? Shouldn't ParentCustomer be able to see all phone tickets in the SubQueue regardless of who it is from? Only when I create a phone ticket from ParentCustomer to either ParentQueue or SubQueue can ParentCustomer see that ticket. Any help would be great. Thanks!

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OTRS 2.0 admin manual and AD integration
by Luca Corti 26 Nov '05

26 Nov '05

Hello, just a quick question. I've setup OTRS 2.0.4 for Active Directory authentication of agents. I've found instructions on how to do this in the admin manual for OTRS 1.3. Does anyone know why the chapter was removed from the 2.0 admin manual? thanks -- Luca Corti PGP Key ID 1F38C091

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otrs@<FQDN> for ticket notifications
by Lee A. Connell 25 Nov '05

25 Nov '05

Hi All, I am looking for a place to change the default FROM: address (otrs@<FQDN>) for the ticket notification emails. I found a Framework.xml and a Defaults.pm file with this info in it and I changed it but it doesn’t seem to have worked. Is there a web address to manage this through the gui? What do I need to do to change the from: email address, display name and signature? <----------------- OTRS Notification Master [otrs(a)ammo-server.ammocomp.com] Hi Lee, a ticket [2005112501000056] is assigned to you by "Chrissy". Comment: HYPERLINK "http://ammo-server.ammocomp.com/otrs/index.pl?Action=AgentZoom&TicketID=6"http://ammo-server.ammocomp.com/otrs/index.pl?Action=AgentZoom&TicketID=6 Your OTRS Notification Master ------------> Thanks, Lee Connell Field Service Technician 15 Main St. Suite 10 Littleton, NH 03561 603-444-3937 -- No virus found in this outgoing message. Checked by AVG Free Edition. Version: 7.1.362 / Virus Database: 267.13.7/182 - Release Date: 11/24/2005

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Eudora/OTRS CRLF/LF problem
by mire 25 Nov '05

25 Nov '05

when eudora mail client gets the message from otrs it contains some lines ending with crlf (\r\n) and some lines ending with only lf (\n) this confuses eudora and it displays the entire email as a single line can you fix otrs so that when it outputs email, the email only has one type of line endings, like only CRLF I use otrs 2.0.4 from source thank you

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New ticket notification
by Simon A. F. Lund 25 Nov '05

25 Nov '05

Hello! I would like to modify the way "New Ticket notification" works. Adding some additional conditions as to whom the notification is send, by doing some additional mysql queries. I can't seem to find any documention on how this works. Can you please point me in the right direction as to which modules defines the notification? Regards, Simon

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Customers and Account managers
by Wim Fournier 25 Nov '05

25 Nov '05

Hi, I'm working on implementing OTRS for a technical support team. We have the following situation: We have customers. Each customer has one or more account managers. Each account manager has one or more customers. We have a tech support team. Each member can answer questions for customers coming from account managers. I have currently setup the account managers to be customer users and the support team to be agents. Now I want the tickets to contain the customers name. I would like a dropdown box in the ticket screen where I can select the customers. The data comes from a database. My question is, how do I add this field to the ticket? I thought at first to use the CustomerID field, but further reading learned me that this is the ID for the customer user itself. Is there a manual that desribes how to add a field to the ticket + screens? Grtz, Wim Fournier

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setting default notification rules for both customers and agents
by Laurent GALAIS 25 Nov '05

25 Nov '05

Here is how I understand the current behavior: For Agents, email notifications for news tickets, follow-ups, etc are configured by each agent in his/her preferences area. For Customers, there is nothing I can find. Now my question: Is there a way to set default notifications for both Agents and Customers from the default config files nor Sysconfig. Thank you ! Laurent Laurent GALAIS Four J's Development Tools 866 314 7300 x305 www.fourjs.com

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delete entry
by nsaliza＠nc.com.my 25 Nov '05

25 Nov '05

Dear All 1. can we delete or edit any entry such as work/log, or answer from other agent. i cant find any how to delete when we update the ticket and its a wrong ticket to update.

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AW: [otrs] Re: OTRS Badly Requires a Forum, Does It Not??
by shawn.beasley＠dlh.de 24 Nov '05

24 Nov '05

I think when we continue to use the mailing list in the way it was designed, and we answer directly to the thread, then we have continuity in an open problem, but it can be that I just have newbie euphoria. Or maybe I do not understand fully the needs of the whole. Thanks, Shawn Beasley Support - IT Email: shawn.beasley(a)dlh.de -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Jason Turner Gesendet: Freitag, 18. November 2005 02:50 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] Re: OTRS Badly Requires a Forum, Does It Not?? While fascinated by the responses that point out the elegant simplicity of maintaining a mailing list over some sort of "board", I have to second Steven's suggestion here that for certain types of info, a forum(or something similar) seems like it would work better than the mailing list and archives. E.g., if I wanted to understand the history around the current Stats reporter and how to extend it to create more helpful reports, downloading the archive and searching through them seems downright painful. I'm guessing that such a crucial topic would have been a well maintained thread in any forum and thus much easier to parse over the years. I could be wrong. BTW, treocentral.com has pretty nice boards(as an example of forum software I find helpful). I understand most responses here would be, "great knock yourself out and let us know". Well, it might be a while, and I'm still not sold on OTRS extensibility, but if I continue to use this software in my work with multiple clients, I'll put some resources where my mouth is... ;-) -- jt Steven wrote: >The one benefit to a forum, or preferably a Wiki, is a place to store common >config changes, best practices, etc. >For troubleshooting, the mailing lists and archives are best. >But a Wiki could reduce the repetitive questions. > > > _______________________________________________ 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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Upgrading form OTRS 1.2.3
by Info 24 Nov '05

24 Nov '05

I'm migrating our OTRS 1.2.3 to the new 2.0 version. Is there any How-To article on how to this upgrading without loosing all the recorded information. Thks a lot for the help Ricardo Lapidus

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