March 2006 - otrs - OTRS mailing lists

RE: [otrs] customers question re-stated
by Isaac Gonzalez 07 Mar '06

07 Mar '06

Nice...I'll try that. Thanks buddy Isaac Gonzalez Systems Administrator AutoReturn Phone: (415)575-2359 Fax: (415)575-2379 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of mike conigliaro Sent: Tuesday, March 07, 2006 2:55 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] customers question re-stated i dont know if this helps, but you can explicitly define the queues that should be listed in the customer web interface. adding the following to Kernel/Config.pm will hide all queues except 'Requests': $Self->{CustomerPanelOwnSelection} = { # QueueID => String '2' => 'Requests', }; Isaac Gonzalez wrote: > How can we choose which queues the customers can send tickets > to.....right now, only they can only send to queues that belong to the > users group > > thanks, > Isaac > > > Isaac Gonzalez > > *Systems Administrator* > > *AutoReturn* > > Phone: (415)575-2359 > > Fax: (415)575-2379 > > > > > ---------------------------------------------------------------------- > -- > > _______________________________________________ > 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/ -- Mike Conigliaro ProActive Technologies conigliaro(a)getproactivenow.com 203.239.0440 ext.17 http://www.getproactivenow.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/

1 0

customers question re-stated
by Isaac Gonzalez 07 Mar '06

07 Mar '06

How can we choose which queues the customers can send tickets to.....right now, only they can only send to queues that belong to the users group thanks, Isaac Isaac Gonzalez Systems Administrator AutoReturn Phone: (415)575-2359 Fax: (415)575-2379

2 1

TimeWorkingHours Format
by Christian Lox 07 Mar '06

07 Mar '06

Hi! I need 24 hour services, so what is the right format for TimeWorkingHours in Config.pm? Is it "0,1,...,23" or ist it "1,2,....,24"? Thanks, Christian -- you don't need eyes to see you need visions.

1 0

Note on unlocking a ticket
by Alexander Scholler 07 Mar '06

07 Mar '06

Hi all, it's easy to unlock a ticket by clicking on the unlock-link. But I think it should be better to force the agent to write a note that explains the unlock-reason (meaning the reasons why the agent can no longer active work on the ticket) and perhaps the next steps that have to be done). It's no problem to disable the unlock-button by ACLs, but how can a ticket be unlocked by the composing of a note. Any ideas? Bye, Alex

1 0

Unwanted GenericAgent Job
by Gawliczek Paweł 07 Mar '06

07 Mar '06

Hello, I have problems with deleting two GenericAgent Tasks. In the Admin section, in GenricAgent section they are listed as: - MAILER-DAEMON@Knoppix <http://213.17.139.235:2290/otrs/index.pl?Action=AdminGenericAgent&Subaction…> and the second as: - MAILER-DAEMON@Knoppix <http://213.17.139.235:2290/otrs/index.pl?Action=AdminGenericAgent&Subaction…> MAILER-DAEMON@Knoppix <http://213.17.139.235:2290/otrs/index.pl?Action=AdminGenericAgent&Subaction…> But when you enter to modify the entry the names do have ENTER character in the name. From the level of OTRS GUI there is no way of deleting them (modification also is not working properly :/ ) ... How may I get rid of them without losing any messages from the database ? Paul

2 1

Multiple interested parties per ticket?
by VK 05 Mar '06

05 Mar '06

Hi, I'm new to OTRS, so forgive me if I'm missing this somewhere. We're using 2.0.4. Typically a ticket is something that a customer will enter on behalf of a group of users. Although a ticket may be associated with a single customer user, we'd like to be able to add "interested parties" who receive any email generated by OTRS that would go to the current [single] customer. We'd like to be able to edit this list during the lifetime of the ticket, and allow the customer to modify it as well. This allows a dynamic list of multiple people involved with an issue at the customer side to receive updates without the agent having to notify them explicitly/individually. We'd like to be able to look up their email addresses via LDAP as we do today in the Email-Ticket interface "To:" field. Our customers are actually internal departments and they are all in the same LDAP directory. Does the CC: field serve this function beyond the initial ticket creation? Even so, we'd need something that can be modified later and that can be looked up. Thanks, VK

1 0

Setting up mail fetchmail
by OBrian Jones 04 Mar '06

04 Mar '06

I have otrs running on a windows server. I've read the otrs admin book and from that I just need to go to the C:\OTRS\otrs and edit the fetchmailrc.dist to use my mail server and login credentials. This is what confuses me from the instructions. You can use .fetchmailrc.dist in the home directory of OTRS and copy it to .fetchmailrc. Modify/change it for your needs. That is from the instructions, but I;m confused on what to do. Is .dist the extension? Can I make changes to .fetchmailrc.dist and just use that file or what? I'm really lost any help greatly appreciated. --------------------------------- Yahoo! Mail Bring photos to life! New PhotoMail makes sharing a breeze.

2 3

manager email for all closed emails
by Richard Mollel 03 Mar '06

03 Mar '06

Hi, I am trying to configure otrs to copy a manager the closing email of every ticket, regardless of agent or queue the ticket was associated with. Simply to keep stock of what actual emails have been closed, realtime, rather than running reports every now and then querying for closed tickets. Any tips of on how to achieve this welcomed. Running otrs 2.0.4 _Thanks Richard __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com

2 2

new message! and locked tickets
by Martin Arundel 03 Mar '06

03 Mar '06

1. I have four locked tickets that I have 'zoom'ed (to lock them) one of these has a 'new message' When I look at the message it has 'two' items, one from the user and one from the queue saying thanks for the request (this as an automatic response we have set up). Is there a way, once you have opened the new request, to clear the 'new message'. If I unlock the message and someone else locks it, they get the new message as well. 2. I have closed some locked calls by sending en email and choosing 'closed successful but they have remained locked. Is there a way of unlocking a ticket at the same time as closing it? Thanks Martin Arundel This message has been checked for all known viruses by the MessageLabs Virus Control Centre. ********************************************************************* Notice: This email is confidential and may contain copyright material of Ocado Limited (the "Company"). Opinions and views expressed in this message may not necessarily reflect the opinions and views of the Company. If you are not the intended recipient, please notify us immediately and delete all copies of this message. Please note that it is your responsibility to scan this message for viruses. Company reg. no. 3875000. Ocado Limited Titan Court 3 Bishops Square Hatfield Business Park Hatfield Herts AL10 9NE *********************************************************************

1 0

500 Internal Server Error
by Alejandro López Hernández 03 Mar '06

03 Mar '06

Hello guys, I'm installing OTRS on a CentOS with Cpanel (it's a VPS) I have followed instructions in Installation from source guide, but when I want to use the installer.pl script it shows me this error: Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. I have read Apache's Log and I found this: Premature end of script headers: /opt/otrs/bin/cgi-bin/installer.pl All tests of Perl modules returned Ok, so what can I solve this problem? Thanks for your support!

2 1