March 2006 - otrs - OTRS mailing lists

sub queues not listed in 'queue view'
by mike conigliaro 30 Mar '06

30 Mar '06

hi, at the top of the page in the 'queue view' section, i noticed that subqueues are not displayed in the list of queues. only the name of the parent queue is shown (along with the sum of all tickets in the child queues). is there a way to show the child queues too? thanks in advance. -- Mike Conigliaro ProActive Technologies conigliaro(a)getproactivenow.com 203.239.0440 ext:317 www.getproactivenow.com

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Upgrade from 2.0.0 beta 2 to 2.0.4
by Marcus Hopwood 30 Mar '06

30 Mar '06

There don't appear to be any specific instructions regarding upgarding from 2.0.0 beta X to 2.0.4 - does anyone have any advice on this? Thanks, Marcus

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RE: [otrs] RO can't view tickets
by Gordon O'Brien 30 Mar '06

30 Mar '06

It worked! Thank you Alex. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alexander Scholler Sent: 29 March 2006 06:00 To: User questions and discussions about OTRS.org Subject: Re: [otrs] RO can't view tickets Hi Gordan, Gordon O'Brien schrieb: > Thanks Alex > > I have trawled through the archive and Defaults.pm and the only thing that I can find that might have something to do with it is: > # ------------------------------------------------------ > # system permissions > # ------------------------------------------------------ > $Self->{'System::Permission'} = ['ro', 'rw']; > $Self->{'System::Customer::Permission'} = ['ro', 'rw']; > # ------------------------------------------------------ > > This still doesn't really give me any idea how to solve my problem. I didn't try it, but ahve a look to Ticket::QueueViewAllPossibleTickets Setting this to yes should result in the fact that it's not necessary to have RW-rights on queues to view tickets, RO-right should be enough. > Thanks > Gordon Bye, Alex > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alexander Scholler > Sent: 28 March 2006 13:20 > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] RO can't view tickets > > Hi Gordon, > > Gordon O'Brien schrieb: >> I am trying to set up a user to have read only (ro) access to a subset >> of queues. When I just grant them ro permissions they can see the queue >> name and the number of tickets in the queue but cannot actually view the >> tickets. If I grant them rw they can view the tickets but I don't want >> them to have write permissions. > > This is the default behavior your described. > > You have to set a certain config-parameter to grant ticket-access to > agent that only have RO-rights. > This was mentioned a view weeks ago (in german or english mailing list). > > If you have problems finding the right parameters, let me know. > I then have to take a closer look... > > 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/ --- Inbound email: This email has been scanned for all viruses by MessageLabs (MSQ)

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OTRS advanced training between 03/05/2006 and 05/05/2006 (German)
by Stefan Rother 29 Mar '06

29 Mar '06

Good evening, between 03/05/2006 and 05/05/2006 at Linux-Hotel again takes place a German OTRS advanced training. I would like to tell it in this round, because I think not all people have notice it bevor. Here you have the chance to expert all about OTRS in a small group. The advanced training extend 3 days and who now the Linux Hotel, says that is a lovely place.:) advanced training topics: - Configure the OTRS server. - Spezial config options and how can I use it. - Aim and accomplish backup- and restore procedures. - Customize the OTRS webinterfaces. Generate own webforms for customer ticket interface. Generate own reports and stats. - Time for miscellaneous themes and spezial questions. Training informations and informations about the location you could found here: http://www.linuxhotel.de/kurs/otrs/index.html Thanks for your help!:) I wish a nice day, Stefan Rother ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769 http://www.otrs.com/ :: Communication with success!

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Found no $QueueID for .....
by Ross Tsolakidis 29 Mar '06

29 Mar '06

Hello, We are running otrs verson 1.3.2 Debian package. Everything seems to be working well except when we try and run reports. When our support staff go into the "Stats Area" and try to generate a report, the syslog fills with errors such as: Mar 29 16:33:27 localhost OTRS-CGI-10[2555]: [Error][Kernel::System::Queue::QueueLookup][Line:424]: Found no $QueueID for <subject of the ticket> Mar 29 16:33:27 localhost OTRS-CGI-10[2555]: [Error][Kernel::System::Queue::QueueLookup][Line:424]: Found no $QueueID for <subject of the ticket> Mar 29 16:33:27 localhost OTRS-CGI-10[2555]: [Error][Kernel::System::Queue::QueueLookup][Line:424]: Found no $QueueID for <subject of the ticket> Mar 29 16:33:27 localhost OTRS-CGI-10[2555]: [Error][Kernel::System::Queue::QueueLookup][Line:424]: Found no $QueueID for <subject of the ticket> Mar 29 16:33:27 localhost OTRS-CGI-10[2555]: [Error][Kernel::System::Queue::QueueLookup][Line:424]: Found no $QueueID for <subject of the ticket> Mar 29 16:33:27 localhost OTRS-CGI-10[2555]: [Error][Kernel::System::Queue::QueueLookup][Line:424]: Found no $QueueID for<subject of the ticket> And the browser eventually times out. Any ideas ? Thanks, Ross. DISCLAIMER: This e-mail and any files transmitted with it may be privileged and confidential, and are intended only for the use of the intended recipient. If you are not the intended recipient or responsible for delivering this e-mail to the intended recipient, any use, dissemination, forwarding, printing or copying of this e-mail and any attachments is strictly prohibited. If you have received this e-mail in error, please REPLY TO the SENDER to advise the error AND then DELETE the e-mail from your system. Any views expressed in this e-mail and any files transmitted with it are those of the individual sender, except where the sender specifically states them to be the views of our organisation. Our organisation does not represent or warrant that the attached files are free from computer viruses or other defects. 29/3/2006 The user assumes all responsibility for any loss or damage resulting directly or indirectly from the use of the attached files. In any event, the liability to our organisation is limited to either the resupply of the attached files or the cost of having the attached files resupplied.

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RE: [otrs] RO can't view tickets
by Gordon O'Brien 29 Mar '06

29 Mar '06

Thanks Alex I have trawled through the archive and Defaults.pm and the only thing that I can find that might have something to do with it is: # ------------------------------------------------------ # system permissions # ------------------------------------------------------ $Self->{'System::Permission'} = ['ro', 'rw']; $Self->{'System::Customer::Permission'} = ['ro', 'rw']; # ------------------------------------------------------ This still doesn't really give me any idea how to solve my problem. Thanks Gordon -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alexander Scholler Sent: 28 March 2006 13:20 To: User questions and discussions about OTRS.org Subject: Re: [otrs] RO can't view tickets Hi Gordon, Gordon O'Brien schrieb: > I am trying to set up a user to have read only (ro) access to a subset > of queues. When I just grant them ro permissions they can see the queue > name and the number of tickets in the queue but cannot actually view the > tickets. If I grant them rw they can view the tickets but I don't want > them to have write permissions. This is the default behavior your described. You have to set a certain config-parameter to grant ticket-access to agent that only have RO-rights. This was mentioned a view weeks ago (in german or english mailing list). If you have problems finding the right parameters, let me know. I then have to take a closer look... 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/ --- Inbound email: This email has been scanned for all viruses by MessageLabs (MSQ)

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customer preferences
by Alexander Kardailsky 28 Mar '06

28 Mar '06

Dear otrs, Is it possible to change customer's first/last name on customers frontend? By default there is only password changing. Thanks. -- Best regards, Alexander

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LDAP Customer ticket view group
by Tojo RANDRIANAIVOJAONA 28 Mar '06

28 Mar '06

Hello ! I use LDAP Backend and I'd like that a customer can see ticket created by all customers . The method with a DB Backend is to attribute the same "Customer Number" (CustomerID => 'customer_id') for all customers. With LDAP, the initial Config.pm contains CustomerID => 'mail' So, I understand that anybody cannot see any tickets. Then, I changed to CustomerID => 'o' ( 'o' have the same value for all customers). But the problem persists !! I already sought the solution in the forum but I did not find Thanks in advance for any help Tojo Randrianaivojaona 18, rue Fouré c.319 44 000 NANTES Tel: 06 33 56 94 84 ra_tojo(a)yahoo.fr Tojo.Randrianaivojaona(a)polytech.univ-nantes.fr

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RO can't view tickets
by Gordon O'Brien 28 Mar '06

28 Mar '06

I am trying to set up a user to have read only (ro) access to a subset of queues. When I just grant them ro permissions they can see the queue name and the number of tickets in the queue but cannot actually view the tickets. If I grant them rw they can view the tickets but I don't want them to have write permissions. Any help would be appreciated. Thanks

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Tickets with attachments
by Danie 28 Mar '06

28 Mar '06

Hi All , We are experiencing intermittent problems with certain tickets with attachments. Some get sent , and some the browser just sits at a certain percentage and the ticket does not get forwarded/replied to. Is anyone else experiencing such problems? Any possible solutions? I checked the System Log and could not find and traceable errors. Thank you in advance.

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