January 2006 - otrs - OTRS mailing lists

Setting state of a single ticket
by Richard Hinkamp - BeSite 19 Jan '06

19 Jan '06

Hi, When I select multiple tickets for a bulk action I can update the state to lots of different states. I use that for eaxample to remove a set of tickets (with the removed state). If I want to update the state of a single ticket I have several links to click, like merge, close, pending, but not for "removed". Is there a way to update the state of a single ticket to another state? I would like this for removing a single ticket, but also to set the state of a removed ticket back to "new" or "open". Kind regards, Richard Hinkamp

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Follow up notifications
by Jim Wight 19 Jan '06

19 Jan '06

Since upgrading from 1.1.1 to 2.0.4 I have noticed that followup notifications behave differently. In Preferences and under User Management the entry says: Follow up notification : (Send me a notification if a customer sends a follow up and I'm the owner of this ticket.) and that describes the position I was used to, but it is not what I see happening. Now, the owner of the ticket appears to be ignored, and notifications go to the agents who have the queue that the ticket is in in their My Queues list. Is 'Follow up notification' redundant now, or is the old behaviour configurable? If the latter, how? Jim

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AW: [otrs] Follow up notifications
by shawn.beasley＠dlh.de 19 Jan '06

19 Jan '06

Jim, Maybe to use this setting, it is required to turn of the queue messaging? This is Just a thought. Thank you, Shawn Beasley Support - IT Cargo Future Communications GmbH Building 1335 55483 Airport Hahn Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de Web: http://www.cfc-callcenter.com -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Jim Wight Gesendet: Donnerstag, 19. Januar 2006 11:36 An: otrs(a)otrs.org Betreff: [otrs] Follow up notifications Since upgrading from 1.1.1 to 2.0.4 I have noticed that followup notifications behave differently. In Preferences and under User Management the entry says: Follow up notification : (Send me a notification if a customer sends a follow up and I'm the owner of this ticket.) and that describes the position I was used to, but it is not what I see happening. Now, the owner of the ticket appears to be ignored, and notifications go to the agents who have the queue that the ticket is in in their My Queues list. Is 'Follow up notification' redundant now, or is the old behaviour configurable? If the latter, how? Jim _______________________________________________ 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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charset in generated letters
by Mike Lykov 19 Jan '06

19 Jan '06

Hi all. I choose to email me new password from login page. OTRS send me letter with password and Content-Type: text/plain; charset="iso-8859-15" that letter contain a "greeting" (from account settings), and that greeting in koi8-r charset (as the test of my database). So, i can't see that greeting. Because I'm new user of OTRS, I have a question: How work with emails organized in it? if I send email with text/plain in koi8-r , it can parse & show it correct? In which charset it send all other emails (notifications, e.g) to me? Where I can fix setting of charset="iso-8859-15" ? (to Content-Type: text/plain; charset=koi8-r) Are new feature plan to add in OTRS - auto-detect the charset of emails corresponding to database charset, for example? -- Mike Lykov ISP Samtelecom, Administrator

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Problem with statistics in graph
by Rodrigo Morais 19 Jan '06

19 Jan '06

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Re: Active Directory/LDAP authentication problem
by M Maki 19 Jan '06

19 Jan '06

James, Post your config.pm. All you really need to post is the section that deals with LDAP. Looks like this is running on Windows? Mike > Message: 4 > Date: Tue, 17 Jan 2006 15:46:43 -0800 > From: "Hames, Joel" <jhames(a)tamdistrict.org> > Subject: [otrs] Active Directory/LDAP authentication problem > To: <otrs(a)otrs.org> > Message-ID: > <49CB3434FAB899479558F6AF0F8D931802D512B3(a)tammail.tuhsd.edu> > Content-Type: text/plain; charset="us-ascii" > > I have made some progress in getting this working, but I now have this > error on my customer login screen: > > IO::Socket::INET: connect: Unknown error at > D:/Programs/OTRS/otrs//Kernel/System/CustomerUser/LDAP.pm line 63. > > I am not sure if this is an inability to connect problem, or if it is an > inability to authenticate against Active Directory. I can post my > config.pm, if necessary. > > Thank you, > > Joel Hames > Director of Technology > Tamalpais Union High School District > jhames(a)tamdistrict.org > (415) 945-3798

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Re: [otrs] Customer Queue list
by Jeff Baughn 18 Jan '06

18 Jan '06

Create the Queues that you want customers to use in a "Customer" group and just put all CustomerUsers in that group. HTH -Jeff > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf > Of Franz Ferdinand Esberger > Sent: Wednesday, January 18, 2006 7:37 AM > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] Customer Queue list > > i am running into the same issue, thought about creating the dropdown > field in customer view as static, i can't think of another possibility > now, anybody else ? > > franzf > > Jason Loven wrote: > >> How do I limit what queues a customer can choose from when composing a >> new ticket? >> >> -Jason >> >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> 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] Customer Queue list
by Seigafuse, Mike 18 Jan '06

18 Jan '06

I'm still on 1.3.2, but I'd be surprised if the config options to control this went away in newer versions... # CustomerPanelOwnSelection # (If this is in use, "just this selection is valid" for the CustomMessage.) $Self->{CustomerPanelOwnSelection} = { # # Queue => Frontend-Name 'Que 1' => 'Que 1', 'Que 2' => 'Que 2' }; -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Franz Ferdinand Esberger Sent: Wednesday, January 18, 2006 10:37 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Customer Queue list i am running into the same issue, thought about creating the dropdown field in customer view as static, i can't think of another possibility now, anybody else ? franzf Jason Loven wrote: > How do I limit what queues a customer can choose from when composing a > new ticket? > > -Jason > > >------------------------------------------------------------------------ > >_______________________________________________ >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/ 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] rpm for fedora core 4 ?
by Peter van Beugen 18 Jan '06

18 Jan '06

The RPM works fine, just change one thing: In /etc/apache2/conf.d/otrs.conf, change "Apache::Reload" to "Apache2::Reload", at lines 13 and 14. PerlModule Apache::Reload PerlInitHandler Apache::Reload ==> PerlModule Apache2::Reload PerlInitHandler Apache2::Reload Regards, Peter van Beugen directeur ICT Telecom Direct Almere BV -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Guido Leisker Verzonden: woensdag 18 januari 2006 14:22 Aan: otrs(a)otrs.org Onderwerp: [otrs] rpm for fedora core 4 ? Hi List, is there a rpm for FC4? The packages for FC 1/2/3 dont work on 4. thanks _______________________________________________ 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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Change OTRS Installation
by Scott Sheridan 18 Jan '06

18 Jan '06

How difficult would it be to switch from the Linux based OTRS 2.4.2 to the Windows based OTRS? Is migrating the data a big deal. Scott

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