March 2005 - otrs - OTRS mailing lists

notifications not being sent
by Dave Cramer 14 Mar '05

14 Mar '05

Hi, I've set up notifications but they aren't being sent. Can someone point me to where to look to debug ? I've enabled them for my queue already. Dave -- Dave Cramer http://www.postgresintl.com 519 939 0336 ICQ#14675561

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not closing tickets in specified queue
by Jan Mariën 10 Mar '05

10 Mar '05

Hi, I have a small question. We have several queues, all about specific problems. But there is also a general queue, called "Inbox". Normally tickets arrive from a webform which sets the headers to put it directly in the right queue. But people can also mail our helpdesk and those are arriving in the "inbox" queue. What we want is that tickets in the "inbox" queue can't be closed, first the ticket must be put in another queue. Operators can view the tickets in the "inbox" and decide in which queue they should be placed. They can not close the ticket without changing the queue. Is there some way to do this? Greetings, Jan M

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ticketing system requirements...
by Joe Carvalho 10 Mar '05

10 Mar '05

Hi, I've been tasked to find a trouble-ticketing system that meets the following requirements. I've been an otrs user for a couple of months, but I'd like the list's consensus if otrs is capable of these requirements: Ticketing System High Level Requirements: Ability to track each case independently with any unique identification tag (Ticket #) Ability to track case history and resolutions within a single ticket Ability to easily customize required and optional data fields during ticket submission Ability to easily customize required and optional data fields during ticket submission Ability to assign tickets to groups or individuals Ability to track status and assignment changes for a ticket. Ability to track time associated with work on a specific ticket, support areas, team or individual Ability to reuse resolution for other tickets and/or utilize as FAQs for agents or publicly available for clients (Self-help) Ability to accept auto input data feeds from a 3rd party source. Ability to output auto output data feeds in a variety of formats: Data file, email, etc Must be web enabled Tnx, --dio

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add a telefone ticket without customer
by Christophe Zwecker 10 Mar '05

10 Mar '05

Hi, I want to add a phone ticket but I dont want to setup a user for each of the people that work here, like 80 of em. When they ring us, I dont want to be forced to have an installed user and/or put an emailadress, most users dont want to be notified by email, calling them is what many want. can this be done, to put a new phone ticket with out first installing customer users ? best regards, Christophe -- Christophe Zwecker mail: doc(a)zwecker.de Hamburg, Germany fon: +49 179 3994867 http://www.zwecker.de "Reality is that which, when you stop believing in it, doesn't go away"

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Forbidden You do not have permission to access/ otrs/index.pl on this server
by Michael Belz 10 Mar '05

10 Mar '05

Help Please! I have gone through the exact steps per the online Doc. I have FreeBsd 5 Perl5, CPAN modules good to go with checkmoudules just fine. Perl -cw is okay. I just cannot view the index.pl file forbidden. I have changed the opt/otrs directory permissions to just about everything and have also ran ./SetPermissions.sh otrs apache otrs apache. I have logged in as root, sudo and otrs, ever created a windows account otrs. What permissions need to be set in order to access these directories. Thanks.

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cant see closed tickets
by Christophe Zwecker 09 Mar '05

09 Mar '05

hi, when a ticket is closed it seems to disapear, but me and my collegues need to see all old tickets too. how can I setup this? thx alot for any hints. Chris -- Christophe Zwecker mail: doc(a)zwecker.de Hamburg, Germany fon: +49 179 3994867 http://www.zwecker.de "Reality is that which, when you stop believing in it, doesn't go away"

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Date checksum
by Jack Doyle 08 Mar '05

08 Mar '05

What is the algorithm for calculating the date checksum? ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems

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FAQ.pl
by Jack Doyle 08 Mar '05

08 Mar '05

When I look at an faq through the faq.pl interface, I get a modified date on the faq that is the date/tiem that the faq was created, not modified. i.e. it has three dates on the faq history. Created and two times it was updated. On faq.pl, when viewing the article, it shows the created date where it should show the modified date.

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OTRS https
by Philippe Roth 08 Mar '05

08 Mar '05

Dear All, First, thank you all for the answers you sent to my questions. Everything is not set for the moment and maybe I will continue my last questions... But now, I have a configuration problem. I would like to make OTRS accessible under https (it's under Linux)... I did certificates and if I type https://otrsservername, I can connect and all is under https (certificate). But if I type http://otrsservername, I can also connect, but without certificate. How could I make a redirection when I type http to https? Is it under httpd or under OTRS? Which file(s) Many thanks in advance and have a nice day, Philippe Roth, Switzerland

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Re: OTRS https
by Philippe Roth 08 Mar '05

08 Mar '05

Dear All, Thank you for your reply. I found a solution with a config file under /etc/httpd/conf.d/ The file is otrs.conf and in this file, the line RewriteRule ^.*$ https://%{SERVER_NAME}%{REQUEST_URI} [R] Made the changes. Have a nice day, Philippe Roth

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