September 2005 - otrs - OTRS mailing lists

Email after new ticket in queue, howto?
by Juris Smits 26 Sep '05

26 Sep '05

Hi, I have a queue "Support" and I want a new email to be sent to constant email address whenever there is a new ticket in this queue. Is this possible? Thanks in advance, Juris

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Agent/Owner tickets over 1000 number
by Ravi AHUJA 26 Sep '05

26 Sep '05

Hi, I have a querry, how to increase Agent/Owner ticket number over 1000, as i go in search option & one Agent/Owner has already closed 1000 ticket it is not reflected in search option. Rgds Ravi Ahuja

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RE: [otrs] CustomerUser Frontend
by Remek Lipinski 26 Sep '05

26 Sep '05

Hi, I've ran into this problem as well. I hooked OTRS 2 into Vtiger CRM as the customre backend, and this was one of the first things I noticed. I considered removing those update fields, but in the end decided that having them was more usefull, especially change date and change by. So I went into the table in Vtiger that I was using and simply added those columns with the same attributes as the ones in the OTRS table. This doesn't hurt the CRM backend at all as the CRM is not awasre that the additional columns exist, and in terms of overall volume of data, it's the same as if I used the OTRS database itself. I'm still testing all this, but so far, haven't had any problems. Cheers, -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Stephen Jones Sent: Friday, September 23, 2005 9:44 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] CustomerUser Frontend On Wed, 2005-09-21 at 16:48 +0100, Stephen Jones wrote: > Hi, I'm attempting to modify an existing OTRS install so as to enable > the customer frontend. We have an MySQL db for holding customer data > which I'm attempting to add passwords to so customers can use it. I've > added "['UserPassword','Password','CT_ACCOUNT',0,1,'var']" to > $Self->{CustomerUser}->{Map}, and added the line > "$Self->{'AuthModule'} = 'Kernel::System::Auth::DB';" in Config.pm. > However when I try to set a password through the Admin interface I get this error: > > Sep 21 14:49:02 xtr2 OTRS-CGI-1[16325]: > [Error][Kernel::System::CustomerUser::DB::CustomerUserUpdate][Line:431]: > Unknown column 'change_time' in 'field list', SQL: 'UPDATE CONTACT SET > CT_FNAME = 'Stephen', CT_LNAME = 'Jones', CT_CONAME = '****', > CT_EMAL = '****', CT_EMAL = '****', CT_IDNO = '2445', CT_BPHN = > '****', > CT_BPHN2 = '', CT_BMAINPHN = '', CT_MOB = '****', CT_APHN = '', > CT_HPHN = '****', change_time = current_timestamp, change_by = 1 > WHERE CT_EMAL = '****'' > > As far as I can tell change_time and change_by are used by OTRS for > Tickets, so does anyone know why they're turning up in this statement? It seems that the fields change_time and change_by are hardcoded into the CustomerUserUpdate function, does anyone know why? Has anyone successfully enabled the customer frontend for an existing SQL customer database? Anyone know if I can remove the lines: $SQL .= " change_time = current_timestamp, "; $SQL .= " change_by = $Param{UserID} "; >From Kernel/System/CustomerUser/DB.pm? _______________________________________________ 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] Company Tickets
by Remek Lipinski 26 Sep '05

26 Sep '05

Hi, I have just installed OTRS 2 and have it working in this manner. However I don't use the OTRS database backend, but hooked it into Vtiger CRM as the uses backend. From the CRM I use the users e-mail address as a unique user name, and the AccountID as CustomerID. The CRM allows you to have mutilpe users associated with a single AccountID, so then a company can have mutiple contacts and all of them then see tickets for that account. I've never tried this with 1.3.2 however. Cheers, Remek Lipinski Vires Pty Ltd rlipinski(a)vires.com.au Phone: 1300 885 220 Fax: 1300 885 413 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of fischer(a)snom.de Sent: Wednesday, September 21, 2005 5:42 PM To: otrs(a)otrs.org Subject: [otrs] Company Tickets Hi, we are using OTRS 1.3.2 and I want to enable the company ticket feature for the customer web frontend. I was told that tickets with the same CustomerUserID (e.g. company.org) will be displayed as company tickets and tickets with the same CustomerID (e.g. customer(a)company.org) will be displayed as myTickets. At the moment both are the same by default: customer(a)company.org But how usually the CustomerUserID of future (and old) tickets can be changed to be e.g. company.org, so that in future the company members can see all their tickets under "company ticket" ? Thank you for your help, Sven _______________________________________________ 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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Moving NavBar Items
by Patrik Forsberg 24 Sep '05

24 Sep '05

Hi, I just updated from a 1.3 to a 2.0 and it worked pefectly :) After a few tweaks, with stuff I didn't I could tweak, I'm almost happy with the setup.. the only thing I have left to do is to move the "Logout" icon to the end in the NavBar .. I just can't figure out how to do this :( I thought "Prio" in the module register in Config.pm would do just that but to my dissapointment nothing happend atall. Anyone know how to do that ? I want the Logout icon to be after "Bulk-Action" - in other words the last thing in the NavBar. Also I would like to add a new thing to the NavBar.. our helpdesk uses the ticket number generated by OTRS when a customer calls in and there for they want to be able to search for the ticket# on the frontpage without the hassle to push "search" and so on.. any1 able to help with this ? All of this I had done in the 1.3 setup and it was quite easy sense it was almost plain html code.. now with the code structure I can't figure squat out :( Happy for any help! Patrik

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Problem connecting with PostmasterPOP3.pl
by Danie Theron 23 Sep '05

23 Sep '05

Hi , When I run the PostmasterPOP3.pl script I get the following error: ERROR: OTRS-PM3-10 Perl: 5.8.5 OS: linux Time: Fri Sep 23 17:25:02 2005 Message: Can't connect to [mailserver].[mydomain].com Traceback (4447): Module: main::FetchMail (v1.16) Line: 154 Module: ./PostMasterPOP3.pl (v1.16) Line: 126 will this be a perl module that's missing or something? TIA -- Regards , Danie Theron Systems Administrator Verpakt Management Services email : danie(a)verpakt.com tel : +2711 6020117 If you dislike change, you're going to dislike being irrelevant even more. Experience is a wonderful thing. It enables you to recognise a mistake when you make it again. ------------------------------------------------------------------------------------------------------------------------------------------ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. ------------------------------------------------------------------------------------------------------------------------------------------

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Company level information
by Marcus Hopwood 23 Sep '05

23 Sep '05

Hello, I am trialing OTRS 2.0.0 beta2 currently and feel it would be helpful to store some more info at a Company level. By company I mean a customer who has multiple users who are grouped together as they share a common CustomerID. They types of information I'm thinking of are contact information and details of the service(s) provided. Does anyone have experience of using OTRS in this way? TIA, Marcus -- Marcus Hopwood, Service Manager, IFL Email: marcus(a)internetf.co.uk

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Responding to Customer automatically
by Michael Smith 23 Sep '05

23 Sep '05

-----BEGIN PGP SIGNED MESSAGE----- Hello All: I am a recent convert by job change to OTRS from RT and love it! I'm trying to do the following in OTRS and cannot find the magic widget. Any help would be greatly appreciated. 1) Customer sends request (done) 2) Ticket is created and auto-reply sent (done) 3) Tech replies to ticket via email and system is updated (done) 4) Customer receives copy of transaction from 3 (HELP!!! I can't do this). Thanks, Mike

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CustomerUser Frontend
by Stephen Jones 23 Sep '05

23 Sep '05

Hi, I'm attempting to modify an existing OTRS install so as to enable the customer frontend. We have an MySQL db for holding customer data which I'm attempting to add passwords to so customers can use it. I've added "['UserPassword','Password','CT_ACCOUNT',0,1,'var']" to $Self->{CustomerUser}->{Map}, and added the line "$Self->{'AuthModule'} = 'Kernel::System::Auth::DB';" in Config.pm. However when I try to set a password through the Admin interface I get this error: Sep 21 14:49:02 xtr2 OTRS-CGI-1[16325]: [Error][Kernel::System::CustomerUser::DB::CustomerUserUpdate][Line:431]: Unknown column 'change_time' in 'field list', SQL: 'UPDATE CONTACT SET CT_FNAME = 'Stephen', CT_LNAME = 'Jones', CT_CONAME = '****', CT_EMAL = '****', CT_EMAL = '****', CT_IDNO = '2445', CT_BPHN = '****', CT_BPHN2 = '', CT_BMAINPHN = '', CT_MOB = '****', CT_APHN = '', CT_HPHN = '****', change_time = current_timestamp, change_by = 1 WHERE CT_EMAL = '****'' As far as I can tell change_time and change_by are used by OTRS for Tickets, so does anyone know why they're turning up in this statement? Also I can't find the part of the documentation that explains where to theme the Customer frontend, can anyone point me at it?

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RE: [otrs] automatic replies if ticket comes in via email but not viaphone
by Vådahl Thomas 23 Sep '05

23 Sep '05

> We know how to do either 1. + 3. or 1. + 2. But we cannot > figure out how to achieve all three goals at the same time. > Any hints? Hi Moritz, We solved this by creating a dummy mail-address that forwards all mail to /dev/null. All phone tickets are from 'Name <nomail(a)our.domain>', and thus no mail is being sent to the customers. I know this is the easy way out, but it works for us :-) -Thomas

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