January 2006 - otrs - OTRS mailing lists

AW: AW: [otrs] Search function for Customers in Tickets
by Oliver Buckie 25 Jan '06

25 Jan '06

Hi Alex As Volker Lipper so kindly said, I starting going through the whole admin manual! After some 200 pages I got to the "Core: TicketFreeText" chapter - here I believe is my answer (or at least part of it). Using Config Options: Ticket -> Core::TicketFreeText, I then enabled "TicketFreeKey1", "TicketFreeText1" etc. and added various options. So good so far... ... however, I don't see the 'Free Fields' I have defined, in the new ticket window. You mention I need to modify the source-code in my DTL-files of my ticket-compose-webpages. Having done a some research, I've uncommented the relevant lines in "..\otrs\Kernel\Output\HTML\Standard\AgentTicketCompose.dtl". I also think I need to change something in "..\otrs\Kernel\Config.pm" but I'm confused as to exactly what? I hate asking so many questions but I'm finding it very difficult to do customisations because I'm either not finding the documentation or am not reading it right. Sorry, but I would appreciate any further help here. Thanks. -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Alexander Scholler Gesendet: Dienstag, 24. Januar 2006 16:41 An: User questions and discussions about OTRS.org Betreff: Re: AW: [otrs] Search function for Customers in Tickets Hi Oliver, > Regarding what you said about looking in the manual... > I did, but was not really sure what to look for! > There are lots of customising I would like to do, I think the official manuals are really not bad, but should be much more detailed due to the fact that so many people wan't to customize their OTRS to their very specific needs. I think a wiki would be helpful, a german inofficial wiki is just being released. I hope it can help merging all the existing OTRS-admin-known-how around the world in one place. > what's the best way of doing this Right now, I suggest to use side-specific google-search on lists.otrs.org. > I am also no programmer and thought lots can be done via a browser (in Admin, System, SysConfig...). For instance, I would like to add a few drop down lists when creating a new "Phone-Ticket" or "Email-Ticket" i.e. "Software" and "Hardware" dropdown lists populated with pre-defined values - I have no idea where to start... You have to use free text fields and modify your DTL-files (you have to modify the source-code very slightly) of your ticket-compose-webpages => search the Mailing-archives for details... Bye, Alex _______________________________________________ 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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Using latest FC3 RPM on FC4 causes apache startup to fail
by Stephen Ritter 25 Jan '06

25 Jan '06

Heads up, there is a problem using the latest FC3 rpm on FC4 -- it seems the mod_perl rpm now only includes Apache2::Reload and the otrs.conf file demands Apache::Reload. It looks like the otrs code can handle either module, its just the apache configuration file that causes problems. If left unchanged apache fails with a message like this: [Tue Jan 24 16:04:10 2006] [error] Can't locate Apache/Reload.pm in @INC (@INC contains: ../../ /opt/otrs/Kernel/cpan-lib /opt/otrs/ /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.6/i386-linux-thread-multi /usr/lib/perl5/5.8.6 . /etc/httpd) at (eval 82) line 3.\n Hope this helps. (BTW, the fix is simple, just change Apache::Reload to Apache2::Reload in two places in the otrs.conf file. --Steve

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Tickets with multiple linked customers
by Eric Veltman 25 Jan '06

25 Jan '06

Hello everyone, Question : Does anyone know a way to link a single ticket to multiple customers ? Or at least display it in the customer frontend for multiple customers ? Background : We want to be able to provide more feedback to our customer on the progress of tickets. If a ticket is acknowledged as a valid bug report or enhancement request, we create/link it to associated development tasks in our SCM system's issue tracking, and move the ticket to a queue where it will stay until the associated issues have gone through the whole SCM system's issue tracking flow. To improve feedback, we want to create an integration between our SCM system's issue tracking and OTRS, so that - amongst other things - tickets will automatically move to a different queue if the state of an associated issue changes in the SCM system. To keep this integration straightforward, we want to have a 1:1 mapping of tickets to development task(s). For that, we want to introduce a clearer distinction between customer problem tickets and development task tickets in our OTRS system. Development task tickets will map 1:1 to issues in AccuRev, our SCM system, and each contain a single development task. If a customer problem ticket contains valid bug report(s) or enhancement request(s), we will link the customer problem ticket to existing development task(s) and/or link it to new development task ticket(s). We would like our customers to see the development task tickets, but, as far as I can see, tickets can only be linked to one customer. Best regards, Eric

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RE: [otrs] Match criterias in filter creation
by Patrik Forsberg 25 Jan '06

25 Jan '06

Those, from the looks of it, are all parts of a mail header. Likely is that you can filter on anything in the header and perhaps the body. > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of ibrahim ALIZ > Sent: Wednesday, January 25, 2006 12:03 PM > To: otrs(a)otrs.org > Subject: [otrs] Match criterias in filter creation > > Hi All, > > While describing new filters for the tickets there are > criterias > like: > > Error-to, Importance, In-Reply-to, List-Archive, > List-id, Organization, Precedence, Reply-To, Replyto, > Resent-From, > Resent-to, X-Mailer.. > > What meaning do these variables have?? There is no > information > in the doc. related to these variables. > > Hope there is someone knows what they mean :) > > Thanks for your time, > > ibrahim ALIZ > > conVISUAL A.G. > Oberhausen, Germany > > > > __________________________________________________ > Do You Yahoo!? > Tired of spam? Yahoo! Mail has the best spam protection around > http://mail.yahoo.com > _______________________________________________ > 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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Match criterias in filter creation
by ibrahim ALIZ 25 Jan '06

25 Jan '06

Hi All, While describing new filters for the tickets there are criterias like: Error-to, Importance, In-Reply-to, List-Archive, List-id, Organization, Precedence, Reply-To, Replyto, Resent-From, Resent-to, X-Mailer.. What meaning do these variables have?? There is no information in the doc. related to these variables. Hope there is someone knows what they mean :) Thanks for your time, ibrahim ALIZ conVISUAL A.G. Oberhausen, Germany __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com

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Microsoft SQL server
by Jason Loven 25 Jan '06

25 Jan '06

Is anyone out there running OTRS with it backending into Microsoft SQL server? -Jason

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AW: [otrs] Win install without admin privileges?
by Oliver Buckie 24 Jan '06

24 Jan '06

Hi Gordon >From my understanding of Windows XP, if you don't have full Admin rights on the local PC, you will have problems installing most software. Tasks such as global registration, installation of new software applications, and reconfiguring devices require administrative privileges on the local XP PC. There might be 'hacks' around this - try googling. BTW, I have successfully installed the Win pre-packaged binaries on a Windows XP PC as a user with full admin rights - had no problems at all. Good luck. ________________________________ Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Gordon Pedersen Gesendet: Dienstag, 24. Januar 2006 16:02 An: otrs(a)otrs.org Betreff: [otrs] Win install without admin privileges? Has anyone successfully installed the Win pre-packaged binaries (OTRS / perl / apache2 bundle) as a user who cannot get administrative rights on the PC? 1. This means, among other things, that I must put everything somewhere under the "C:\Documents and Settings\" directory. I tried to get around the perl complaints about spaces in that path by using "C:\Docume~1\" ; perl still complained about the special character there, but may have installed okay second time around. 2. Apache does not seem to run (the http://localhost/otrs/installer.pl gave a " The page cannot be displayed " message). during the course of installation. 3. And my lack of admin privilege may have effects that I do not really understand on my ability to update the registry. Is this true? I know little about how Windows XP imposes controls in this area. --- Gordon Pedersen 763-732-6526 UBH EDI Golden Valley, MN This e-mail, including attachments, may include confidential and/or proprietary information, and may be used only by the person or entity to which it is addressed. If the reader of this e-mail is not the intended recipient or his or her authorized agent, the reader is hereby notified that any dissemination, distribution or copying of this e-mail is prohibited. If you have received this e-mail in error, please notify the sender by replying to this message and delete this e-mail immediately.

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AW: [otrs] Search function for Customers in Tickets
by Oliver Buckie 24 Jan '06

24 Jan '06

Thanks Marco, changed the following in Config/Defaults.pm CustomerUserSearchFields => ['login', 'last_name', 'customer_id', 'first_name', 'email'], Now works great ;o) Regarding what you said about looking in the manual... I did, but was not really sure what to look for! There are lots of customising I would like to do, what's the best way of doing this - I am also no programmer and thought lots can be done via a browser (in Admin, System, SysConfig...). For instance, I would like to add a few drop down lists when creating a new "Phone-Ticket" or "Email-Ticket" i.e. "Software" and "Hardware" dropdown lists populated with pre-defined values - I have no idea where to start... ... thanks for your support -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Marco Geweke Gesendet: Dienstag, 24. Januar 2006 14:52 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] Search function for Customers in Tickets Hi! Oliver Buckie wrote: > Is there a way to extend this "Search Customer" button so that > searching can be done on 'any' of the fields of a Customer? Look for "CustomerUserSearchFields" in the Config/Defaults.pm for an example. Many of your questions are answered in the manuals or easy to solve, if you look in the config files. Greetings Marco _______________________________________________ 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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Win install without admin privileges?
by Gordon Pedersen 24 Jan '06

24 Jan '06

Has anyone successfully installed the Win pre-packaged binaries (OTRS / perl / apache2 bundle) as a user who cannot get administrative rights on the PC? 1. This means, among other things, that I must put everything somewhere under the "C:\Documents and Settings\" directory. I tried to get around the perl complaints about spaces in that path by using "C:\Docume~1\" ; perl still complained about the special character there, but may have installed okay second time around. 2. Apache does not seem to run (the http://localhost/otrs/installer.pl gave a " The page cannot be displayed " message). during the course of installation. 3. And my lack of admin privilege may have effects that I do not really understand on my ability to update the registry. Is this true? I know little about how Windows XP imposes controls in this area. --- Gordon Pedersen 763-732-6526 UBH EDI Golden Valley, MN This e-mail, including attachments, may include confidential and/or proprietary information, and may be used only by the person or entity to which it is addressed. If the reader of this e-mail is not the intended recipient or his or her authorized agent, the reader is hereby notified that any dissemination, distribution or copying of this e-mail is prohibited. If you have received this e-mail in error, please notify the sender by replying to this message and delete this e-mail immediately.

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Search function for Customers in Tickets
by Oliver Buckie 24 Jan '06

24 Jan '06

If I wish to create a new Phone- or Email-Ticket, there is the ability to put the customer's "Lastname" (or part of it) in the "From:" field and click on the "Search Customer" button to find the correct person. Unfortunately, searching on "Firstname" or "CustomerID" does not work. Is there a way to extend this "Search Customer" button so that searching can be done on 'any' of the fields of a Customer? Thanks for your feedback.

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