September 2005 - otrs - OTRS mailing lists

PhoneTicket - error
by Alex Mihicinac 15 Sep '05

15 Sep '05

Hi all, after clean install of otrs and importing and upgrading mysql db, I have problems with creating new phone ticket. When I enter e-mail address into From: textbox and then selecting To: value from dropdown this error appears: Message: Need TicketID! Traceback (26394): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.91) Line: 84 Module: Kernel::Modules::AgentTicketPhone::Run (v1.10) Line: 875 Module: Kernel::System::Web::InterfaceAgent::Run (v1.7) Line: 687 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 48 Module: (eval) (v1.80) Line: 202 Module: ModPerl::RegistryCooker::run (v1.80) Line: 202 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 168 Module: ModPerl::Registry::handler (v1.99) Line: 30 what could be wrong? any hint more than welcome. TIA, --alexm

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RE: [otrs] Sub-Queue in OTRS 1.3.2
by West, Bradley G. 15 Sep '05

15 Sep '05

The first issue is that your agent user has to have permission through group assignment over the queue in question. The second is that you need to modify the agent user properties to display the queues you consider part of the "My Queues". These will then be visible in the MyQueues portion of the WebUI. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jason Joines Sent: Wednesday, September 14, 2005 2:19 PM To: otrs(a)otrs.org Subject: [otrs] Sub-Queue in OTRS 1.3.2 I created a sub-queue (projects) of my own queue (joines). I can take a ticket in my main queue and move it into the sub-queue. Then I have no way of finding the ticket. It doesn't show up in the list of queues in the QueueView. However, if I use the Ticket Search the ticket is found. It is listed in Queue joines::projects. I can open the ticket, edit it, etc., but the only way for me to get it to show up in the Queue View is to move it back into my main queue. How do I make tickets in sub-queues visible in the Queue View? Thanks, Jason Joines ================================= _______________________________________________ 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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Sub-Queue in OTRS 1.3.2
by Jason Joines 14 Sep '05

14 Sep '05

I created a sub-queue (projects) of my own queue (joines). I can take a ticket in my main queue and move it into the sub-queue. Then I have no way of finding the ticket. It doesn't show up in the list of queues in the QueueView. However, if I use the Ticket Search the ticket is found. It is listed in Queue joines::projects. I can open the ticket, edit it, etc., but the only way for me to get it to show up in the Queue View is to move it back into my main queue. How do I make tickets in sub-queues visible in the Queue View? Thanks, Jason Joines =================================

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smtp error
by Florent PREVOST 14 Sep '05

14 Sep '05

---------------------------------------------------------------------------- ---- Hi all, I'm using OTRS 1.3.2 with fetchmail and sendmail. In the RAW file I've such error message every 5 minutes : fetchmail: SMTP error: 451 4.1.8 Domain of sender address sales(a)intervideoinc.com does not resolve fetchmail: SMTP error: 451 4.1.8 Domain of sender address auctionguide(a)spinfix.com does not resolve fetchmail: SMTP error: 451 4.1.8 Domain of sender address rodney(a)marketingresults.com.au does not resolve fetchmail: SMTP error: 451 4.1.8 Domain of sender address jane(a)softmall.co.kr does not resolve fetchmail: SMTP error: 451 4.1.8 Domain of sender address sales(a)intervideoinc.com does not resolve fetchmail: SMTP error: 451 4.1.8 Domain of sender address tjh(a)cryptsoft.com does not resolve Can someone tell me what's wrong and how to avoid this ? Thx a lot Florent ---------------------------------------------------------------------------- ---- 49, rue de la Vanne - 92120 Montrouge - France tél : +33 (0) 1 47 35 72 73 fax : +33 (0) 1 47 35 07 09 www.editions-profil.fr ---------------------------------------------------------------------------- ---- Ce mail a été analysé par BitDefender et ne contient aucun virus connu. Vous pouvez télécharger une version d'évaluation de BitDefender, analyser votre PC à distance et avoir de nombreuses informations sur les virus sur le site www.bitdefender.fr

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RE: [otrs] How to hide queues in group "users".
by Peter van Beugen 14 Sep '05

14 Sep '05

Pretty simple: Create new (user)groups and attach the group to the queue. So you can only see the queues from the groups you are member of Peter -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens John Hennessy Verzonden: woensdag 14 september 2005 17:02 Aan: otrs(a)otrs.org Onderwerp: [otrs] How to hide queues in group "users". Hi, I am using CustomerGroupSupport and am unable to hide Queues that appear in the "users" group from newly added Customer Users that are added only to groups I have created for them separately. I would like to host multiple departments or clients on the same running version of OTRS but don't want Customer Users to see the queues for other clients while they are in the "New Ticket" screen. Currently the drop-down shows all queues in the "users" group. Is the above a side-effect of having installed demo data to start with or is it normal behaviour for Customer Users to see queues in the group "users" ? OTRS 2.02-01 MySQL 4.0.18-log Apache 2.0.49 RedHat Linux 9 (Shrike) Any advice is appreciated. John. _______________________________________________ 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] How to hide queues in group "users".
by West, Bradley G. 14 Sep '05

14 Sep '05

You may use the "CustomerPanelOwnSelection" item in your Config.pm file to restrict what queues are presented to the end users in the Customer Page. Here is a cut/paste of a previous reply I made to a different person I think I should have noted in my original reply Name of your first queue rather than First Queue Name I can understand where that could be read not as it was intended -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Dehnert James Sr Sent: Friday, August 26, 2005 1:16 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] User interface:Limited Queue access Ah ha! It was the First Queue Name in my instance that was the problem. Thanks! On Aug 26, 2005, at 10:04 AM, West, Bradley G. wrote: > It may be a simple syntax error. > > If you have a queue named Dispatch and you wanted it to appear to > the customer as Dispatches your line of code would be as follows: > > $Self->{CustomerPanelOwnSelection} = {'Dispatch' => > 'Dispatches'}; > > If you have a queue named Dispatch that is a subqueue of a > different queue called Tickets then your line of code would be like: > > $Self->{CustomerPanelOwnSelection} = {'Tickets::Dispatch' => > 'Dispatches'}; > > I hope this gets you where you need to be. > > Thanks, > > Brad > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Dehnert James Sr > Sent: Friday, August 26, 2005 11:45 AM > To: User questions and discussions about OTRS.org > Subject: RE: [otrs] User interface:Limited Queue access > > I still seem to be doing something wrong here... > > I added the following to my Config.pm > > # CustomerControlPanel Settings > $Self->{CustomerPanelOwnSelection} = {'First Queue Name' => > 'Dispatch'}; > because I want them to see the Dispatch queue ONLY. With this in > place Dispatch the only queue they see, but when a user tries to > enter a case they are getting the error below.. > > > > Error: Need TicketID! > > Comment: > > Traceback: > ERROR: OTRS-CGI-42 Perl: 5.8.6 OS: linux Time: Fri Aug 26 08:38:01 > 2005 > > Message: Need TicketID! > > Traceback (4900): > Module: Kernel::System::Ticket::Article::ArticleCreate (v1.91) > Line: 84 > Module: Kernel::Modules::CustomerTicketMessage::Run (v1.3) > Line: 311 > Module: Kernel::System::Web::InterfaceCustomer::Run (v1.6) > Line: 677 > Module: > ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_customer_2epl > :: > handler (v) Line: 48 > Module: (eval) (v1.36) Line: 202 > Module: ModPerl::RegistryCooker::run (v1.36) Line: 202 > Module: ModPerl::RegistryCooker::default_handler (v1.36) Line: 168 > Module: ModPerl::Registry::handler (v1.99) Line: 30 > > .. so, I commented line line out, restarted otrs and apache and > things are working again, but with all queues visible. > > Have I committed a minor syntax error up there? Or perhaps I need to > put this line in a specific place in the Config.pm. > > Any ideas? -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of John Hennessy Sent: Wednesday, September 14, 2005 11:02 AM To: otrs(a)otrs.org Subject: [otrs] How to hide queues in group "users". Hi, I am using CustomerGroupSupport and am unable to hide Queues that appear in the "users" group from newly added Customer Users that are added only to groups I have created for them separately. I would like to host multiple departments or clients on the same running version of OTRS but don't want Customer Users to see the queues for other clients while they are in the "New Ticket" screen. Currently the drop-down shows all queues in the "users" group. Is the above a side-effect of having installed demo data to start with or is it normal behaviour for Customer Users to see queues in the group "users" ? OTRS 2.02-01 MySQL 4.0.18-log Apache 2.0.49 RedHat Linux 9 (Shrike) Any advice is appreciated. John. _______________________________________________ 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] How do I remove Customer Users ?
by West, Bradley G. 14 Sep '05

14 Sep '05

I found that a relatively easy way to do this is to use mysqldump (if using mysql) to a sql script and simply edit out the information regarding the customer users. Then re-import the database after dropping/recreating it. I have done something similar to this to create a "template" database only containing the table information that I wanted from my testing, for example I kept the agent users, groups, queues, and other assorted table data; but, eliminated users and ticket specific data inserts. Remember that you will may encounter problems with the root@localhost in the script so I just copied/replaced the known password string for another agent user and changed it after the fact through the web ui. I also ran into the problem that I needed to re-run the mysql security grant to make the database accessible through the appropriate user. The MySQL syntax should be something like: GRANT ALL PRIVILEGES ON dbname.* TO otrs@localhost IDENTIFIED BY "PasswordHere" WITH GRANT OPTION; I think this is in the 1.3 documentation in section 1.2.2 I hope this helps Brad West Network/Systems Engineer Spang & Company bwest(a)spang.com -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Duarte Cordeiro Sent: Wednesday, September 14, 2005 10:57 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] How do I remove Customer Users ? Well, OTRS doesn't allows you to delete anything! :) You can... delete the database and create a new one. Or think that invalid users are deleted users :) Or... you can wait for the feature I requested: a check box that allows us to hide the invalid users/queues/groups/etc/etc... Duarte -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of John Hennessy Sent: quarta-feira, 14 de Setembro de 2005 15:44 To: otrs(a)otrs.org Subject: [otrs] How do I remove Customer Users ? Hi, I am running OTRS for the first time and would like to know how to delete Customer Users. I am logged in as the Admin user and have entered the Customer area. I can search on users with "*", select the users in question and change their "Valid" status to "invalid". I can not however find how to remove them. OTRS 2.02-01 MySQL 4.0.18-log Apache 2.0.49 RedHat Linux 9 (Shrike) Any advice is appreciated. John. _______________________________________________ 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 f|r Ihr OTRS System? => http://www.otrs.de/ _______________________________________________ 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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Added Postmaster filter, now getting error from PostMasterPOP3.pl?
by Michael Hoffmann 14 Sep '05

14 Sep '05

Hi, could it be, that you're filtering ***SPAM*** or anything else with "***" ? I had the same problem I think, for example: Can't create PID PostMasterPOP3, because it's already running .... The problem was the "*" in "*****SPAM*****" I've reduced the "*" to only one "*" like "*SPAM*" now it workes :-)

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RE: [otrs] Feature request: customer super-users
by Vådahl Thomas 14 Sep '05

14 Sep '05

Hmm. Nice tip :-) I'll give it a go! Thanks, Thomas -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Peter van Beugen Sent: Tuesday, September 13, 2005 1:44 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Feature request: customer super-users When I understand you right, this is very easy: Create 4 groups (branch 1-4) and make each user member of their specific group. In the queue config you can assign the queue to a group. The superuser will be member of all the groups. Regards, Peter -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Vådahl Thomas Verzonden: dinsdag 13 september 2005 13:33 Aan: otrs(a)otrs.org Onderwerp: [otrs] Feature request: customer super-users I have a small (?) feature request that would help a lot. We need to create customer users that would be allowed access to (read at least access) several organisation-ID's. For example, in a company with 4 large branches, we would create x users per branch and 1 super-user for the main office. The brach users only see tickets created from their branch office, while the super-user will se tickets created from all the branch offices. Is this doable? :-) Kind regards, Thomas Vådahl Broadband Engineer NTE Bredbånd N-7736 Steinkjer http://www.nte.no/ _______________________________________________ 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/ _______________________________________________ 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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Otrs customization in Norway
by Torgeir Andrew Waterhouse 14 Sep '05

14 Sep '05

Does anybody know of companies or consultants in Norway that can deliver high quality customizations fast? Initially I'm interested in a new and simplified theme, adding a few extra fields and integrating Otrs with some of our exsisting databases. :torgeir

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