November 2005 - otrs - OTRS mailing lists

Blinking Queus
by shawn.beasley＠dlh.de 22 Nov '05

22 Nov '05

Dear All, I am in the middle of a presentation, I hope someone can quickly respond. Why do the queues blink? And, what makes the queue turn red? Thanks for the help. Vielen Dank, Shawn Beasley Support - IT Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de <mailto:shawn.beasley@dlh.de> Web: http://www.cfc-callcenter.de <http://www.cfc-callcenter.de/>

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CompanyTickets shows all tickets for all users (using LDAP)
by Sean Tempesta 21 Nov '05

21 Nov '05

Hello, I saw some previous posts saying that pre 1.3 OTRS allowed you to show everyone all of the tickets by using the CompanyTickets button in the Customer Front End. Now, it seems that you need to add a field called MultiCustomerIDs to your LDAP tree and place all of the email addresses in comma separated form in that field in order to allow that person to view all of the tickets. Is there a way to enable the simple behavior that was in the pre-1.3 release? I just want everyone in my company to be able to see all of the tickets if they click "CompanyTickets." Thanks, -- Sean Tempesta, Systems Administrator Marijuana Policy Project P.O. Box 77492, Washington, D.C. 20013 202-462-5747 ext. 128 (phone), 202-232-0442 (fax) stempesta(a)mpp.org, http://www.mpp.org Please visit http://www.mpp.org/subscribe to sign up for MPP's free e- mail alerts.

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RE: [otrs] Per User Stats
by Danie Theron 21 Nov '05

21 Nov '05

Thanks a lot Mike , this sure helps a lot , will play around with the SQL queries etc. > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Seigafuse, Mike > Sent: 21 November 2005 02:34 PM > To: User questions and discussions about OTRS.org > Subject: RE: [otrs] Per User Stats > > Not sure exactly which stats you might want per user and if an external > method would be an option for you or not. This might be of some help - > > http://www.mail-archive.com/otrs@otrs.org/msg02234.html > > Mike > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Danie Theron > Sent: Monday, November 21, 2005 3:03 AM > To: User questions and discussions about OTRS.org > Subject: RE: [otrs] Per User Stats > > Morning , > > I am not sure if I asked my question the wrong way , or if everyone is > going "Just RTFM you idiot" , but the lack of response is kind of > frustrating. I realize this is an open list , and questions may or may > not be answered , if anyone can make the time to help me in my dilemma > that would be greatly appreciated. > > Also if this is a commercial support request , would the developers > please respond so we can take the appropriate route. > > TIA , and eagerly awaiting response... > > Daniel > > > > -----Original Message----- > > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf > Of > > Danie Theron > > Sent: 18 November 2005 12:21 PM > > To: otrs(a)otrs.org > > Subject: [otrs] Per User Stats > > > > Hi , > > > > This has probably been a previous request , what is the changes needed > > for the Stats function to report on a per user/agent basis. Has anyone > > implemented such a function? I would assume it's a database query , > but > > not sure as where to start. > > > > If this is a commercial support request , what is the process? > > > > TIA > > > > Regards , > > > > Danie Theron > > > > _______________________________________________ > 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/ > > > > This email may contain material that is confidential, privileged and/or > attorney work product for the sole use of the intended recipient. Any > review, reliance or distribution by others or forwarding without express > permission is strictly prohibited. If you are not the intended recipient, > please contact the sender and delete all copies.

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RE: [otrs] Per User Stats
by Seigafuse, Mike 21 Nov '05

21 Nov '05

Not sure exactly which stats you might want per user and if an external method would be an option for you or not. This might be of some help - http://www.mail-archive.com/otrs@otrs.org/msg02234.html Mike -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Danie Theron Sent: Monday, November 21, 2005 3:03 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Per User Stats Morning , I am not sure if I asked my question the wrong way , or if everyone is going "Just RTFM you idiot" , but the lack of response is kind of frustrating. I realize this is an open list , and questions may or may not be answered , if anyone can make the time to help me in my dilemma that would be greatly appreciated. Also if this is a commercial support request , would the developers please respond so we can take the appropriate route. TIA , and eagerly awaiting response... Daniel > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Danie Theron > Sent: 18 November 2005 12:21 PM > To: otrs(a)otrs.org > Subject: [otrs] Per User Stats > > Hi , > > This has probably been a previous request , what is the changes needed > for the Stats function to report on a per user/agent basis. Has anyone > implemented such a function? I would assume it's a database query , but > not sure as where to start. > > If this is a commercial support request , what is the process? > > TIA > > Regards , > > Danie Theron > _______________________________________________ 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/ This email may contain material that is confidential, privileged and/or attorney work product for the sole use of the intended recipient. Any review, reliance or distribution by others or forwarding without express permission is strictly prohibited. If you are not the intended recipient, please contact the sender and delete all copies.

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AW: [otrs] Per User Stats
by shawn.beasley＠dlh.de 21 Nov '05

21 Nov '05

Hello, Due to the fact that this is a user supported forum, it may just be that no one has done this, or tested this. Just be patient. I am also new here, and I have found that when someone knows something that the answer comes relative quickly, but, at least with my workload, not between Fri midday and Mon morning. <<<<on all>>>> Great support thread. Let's keep up the good work. Thx, 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 Danie Theron Gesendet: Montag, 21. November 2005 09:03 An: User questions and discussions about OTRS.org Betreff: RE: [otrs] Per User Stats Morning , I am not sure if I asked my question the wrong way , or if everyone is going "Just RTFM you idiot" , but the lack of response is kind of frustrating. I realize this is an open list , and questions may or may not be answered , if anyone can make the time to help me in my dilemma that would be greatly appreciated. Also if this is a commercial support request , would the developers please respond so we can take the appropriate route. TIA , and eagerly awaiting response... Daniel > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Danie Theron > Sent: 18 November 2005 12:21 PM > To: otrs(a)otrs.org > Subject: [otrs] Per User Stats > > Hi , > > This has probably been a previous request , what is the changes needed > for the Stats function to report on a per user/agent basis. Has anyone > implemented such a function? I would assume it's a database query , but > not sure as where to start. > > If this is a commercial support request , what is the process? > > TIA > > Regards , > > Danie Theron > _______________________________________________ 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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RE: [otrs] Per User Stats
by Danie Theron 21 Nov '05

21 Nov '05

Morning , I am not sure if I asked my question the wrong way , or if everyone is going "Just RTFM you idiot" , but the lack of response is kind of frustrating. I realize this is an open list , and questions may or may not be answered , if anyone can make the time to help me in my dilemma that would be greatly appreciated. Also if this is a commercial support request , would the developers please respond so we can take the appropriate route. TIA , and eagerly awaiting response... Daniel > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Danie Theron > Sent: 18 November 2005 12:21 PM > To: otrs(a)otrs.org > Subject: [otrs] Per User Stats > > Hi , > > This has probably been a previous request , what is the changes needed > for the Stats function to report on a per user/agent basis. Has anyone > implemented such a function? I would assume it's a database query , but > not sure as where to start. > > If this is a commercial support request , what is the process? > > TIA > > Regards , > > Danie Theron >

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API for Remote calls via RPC or equal?
by Timo Eckert 19 Nov '05

19 Nov '05

Hello, is there an API for OTRS, where can I do remote calls for get the queues and tickets and so on? I want to make an internal Company-Portal, where the Supporttickets should be shown. -- Sunny Greetings, Timo Eckert

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DB Error with mod_perl 2
by Matt M 19 Nov '05

19 Nov '05

Hi All, I'm having trouble with OTRS with mod_perl 2. Thanks to looking through the archives and reading posts on the subject I was able to get this far. The problem now is that I get a DB error which follows: <error> Traceback: ERROR: OTRS-CGI-99 Perl: 5.8.3 OS: linux Time: Thu Nov 17 13:55:51 2005 Message: Can't connect to local MySQL server through socket '/tmp/mysql.sock' (2) Traceback (23108): Module: Kernel::System::DB::new (v1.44) Line: 168 Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 150 Module: ModPerl::ROOT::ModPerl::Registry::usr_local_apache2_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.80) Line: 203 Module: ModPerl::RegistryCooker::run (v1.80) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 </error> Works fine without mod_perl. Any ideas?? Here is my httpd.conf: <snip> ScriptAlias /otrs/ "/usr/local/apache2/otrs/bin/cgi-bin/" Alias /otrs-web/ "/usr/local/apache2/otrs/var/httpd/htdocs/" Perlrequire /usr/local/apache2/otrs/scripts/apache2-perl-startup.pl # Apache::Reload - Reload Perl Modules when Changed on Disk PerlModule Apache2::Reload PerlInitHandler Apache2::Reload PerlModule Apache2::RequestRec PerlModule ModPerl::Registry <Location /otrs> SetHandler perl-script PerlResponseHandler ModPerl::Registry Options +ExecCGI PerlOptions +ParseHeaders PerlOptions +SetupEnv </Location> </snip> Also, before you ask, I did change the lib path in apache2-perl-startup.pl. It reads: <snip> use lib "/usr/local/apache2/otrs/"; use lib "/usr/local/apache2/otrs/Kernel/cpan-lib"; </snip> Thanks, Matt M.

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IO::Socket::INET: connect: Unknown error
by Swett, Alex 18 Nov '05

18 Nov '05

So here's the short version of my earlier question: I get this error when trying to log in through the customer interface after hooking up (obviously incorrectly) LDAP to AD. IO::Socket::INET: connect: Unknown error Anyone else have this error? More detail in the message titled: [otrs] LDAP and AD Thanks for any help. Alex

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Print Preview customization
by Laurent GALAIS 18 Nov '05

18 Nov '05

Hi, When I have a selected ticket and click on the 'Print' link option, it displays the report in a browser and fires immediately the Windows Print wizard ... which is expected as the action is called 'Print', right ... Now, if I cancel the Printing spooler, I go back to the browser and preview my ticket report. What would be ideal for me if to disable the automatic popup of the spooler and only have the browser come first. When needed, I can always 'ctrl-P' and print what I need. Does someone knows how to do this quickly before I dig for it ... Thanks Laurent PS: This product is really super functional ... once you get the philosophy ... the more you use it, the more you like it. Great job guys ! Laurent GALAIS Four J's Development Tools 866 314 7300 x305 www.fourjs.com

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