March 2006 - otrs - OTRS mailing lists

Permission errors
by Danie Theron 01 Mar '06

01 Mar '06

I tried to access the Package Manager , gave me an error about permissions so I ran : ./SetPermissions.sh /usr/share/otrs otrs www-data Now I can't access ANYTHING , no Queues nothing. Please help! The error message I'm getting is : Error: Can't create /usr/share/otrs/var/article/check_permissions_2087: Permission denied Regards , Danie Theron

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AW: [otrs] Groups and Users question
by shawn.beasley＠dlh.de 01 Mar '06

01 Mar '06

Hello, In the art which you would like to use this system, it does appear that it is not possible. Are you using the customer interface to receive your tickets, or are you using a mail queue? Either way, the only way that I know of to get the desired results is to assign Group1, per user, (so in the user management section) the desired queue (this is done in the My Queue: segment when you modify a user), then set the setting for new ticket notifications to yes. After the queue receives a new ticket, otrs will send a message to all users that have this queue assigned to them. Vielen Dank, Shawn Beasley Support - IT LPIC-1 Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen 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.de -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Serge Gesendet: Dienstag, 28. Februar 2006 17:29 An: otrs(a)otrs.org Betreff: [otrs] Groups and Users question I'm trying to understand (no luck so far and the guide is useless on this issue) how to email groups. For example let's say we have a group named Group1 that supports ProductABC. When a customer email/calls in with an issue about ProductABC, I want to be able to: 1) In email tickets select the "Group1" in the To: Field. So that everyone in that group would get an email notification. 2) In phone ticket, the Owner choice should have an option for the group not the individual. How do I do the above in 2.0? Thanks, Serge _______________________________________________ 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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Navigation bar pictures
by Cody Grosskopf 01 Mar '06

01 Mar '06

I have a new fresh install of OTRS 2.0.4 and I can login through both the index and customer interfaces and the only problem is that the pictures on the navigation bar do not load so i figured it was a permission problem so i ran the SetPermissions.sh and it executes and runs fine i use the syntax sh SetPermissions.sh /opt/otrs otrs wwwrun it executes with no errors. Now i do an ls -l in /opt/otrs and all the subdirectories are wwwrun:nogroup except for var and Kernel they are otrs:nogroup so i tried manually to set them to wwwrun:nogroup and that still didnt work any ideas?

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Postmaster Filter Question
by Mark D. Wallace 01 Mar '06

01 Mar '06

I have a number of filters in place that route tickets to corresponding queues. What I would like to also do is assign a particular agent to tickets coming into OTRS that are routed to a specified queue. In the "Set" header area for the "PostMaster Filter" feature there is a choice for a queue labeled X-OTRS-queue. This works great. But there is no X-OTRS-Agent specification. There are a number of X-OTRS-Ticketkey headings. Can I use one of these? Please advise. M. Wallace

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