May 2006 - otrs - OTRS mailing lists

Generic Agent
by Mamakwa M. Sefiri 08 May '06

08 May '06

Can someone please explain how generic agent works, I have read the manual but it is still not clear to me. thanks

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Queues on New Ticket
by Mamakwa M. Sefiri 08 May '06

08 May '06

Is it possible to show the queues on the TO field, on the new ticket window. I tried to find clues on the manual. Thanks Mamakwa

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failure of special ACL-settings
by Alexander Scholler 08 May '06

08 May '06

Hi all, I wan't to cut rights on tickets belonging to the Postmaster-queue (because this is the incoming-queue where tickets should first be categorized by moving into another queue before further actions take place). For that, I used the ACL below. $Self->{TicketAcl}->{'04_Postmaster_Beschraenkung'} = { Properties => { Ticket => { Queue => ['Postmaster'], } }, Possible => { Action => { AgentTicketLock => 0, AgentTicketZoom => 1, AgentTicketClose => 0, AgentTicketPending => 0, AgentTicketNote => 0, AgentTicketHistory => 1, AgentTicketPriority => 1, AgentTicketFreeText => 1, AgentTicketHistory => 1, AgentTicketCompose => 0, AgentTicketBounce => 0, AgentTicketTicketPrint => 1, AgentTicketForward => 0, AgentTicketTicketLink => 0, AgentTicketPrint => 1, AgentTicketPhone => 0, AgentTicketCustomer => 1, AgentTicketOwner => 0, }, }, }; The problem is that "AgentTicketCompose => 0," does not take effect: It's no longer possible to do phone calls (AgentTicketPhone => 0,) for tickets within the queue Postmaster, but Mail-responses still can be made. The problem is that with this action, a ticket is locked which should not be possible (AgentTicketLock => 0,) Do you have the same behaviour? Any advices? Bye, Alex

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E-mailing out part not working
by josh p 07 May '06

07 May '06

Hello all, I have installed the OTRS on a windows xp machine, and It is not e-mailing the customer there password. Is there a setting that I need to set in one of the configuration files? Thanks --------------------------------- Yahoo! Messenger with Voice. PC-to-Phone calls for ridiculously low rates.

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RE: [otrs] Re: admin login issue
by Alan McKeown 05 May '06

05 May '06

Hi Steve, Thanks for the response. I have gone the sql route for a fix. I was actually logging in as administrator. thanks Alan. ________________________________ From: otrs-bounces(a)otrs.org on behalf of Steve Hill Sent: Fri 05/05/2006 11:32 To: otrs(a)otrs.org Subject: [otrs] Re: admin login issue Alan McKeown wrote: > I need some help please. Somehow when I have logged into OTRS (via html > front end) I have disabled the admin tag. I cannot now continue setting > up otrs. Is it possible that the administrator user can disable > administrative activities. Please help. You don't say which user you logged in as, but you might log in as another admin (root, perhaps) then bring up the admin screen. Go to the [Users <-> Groups] link, bring up the admin group link, and check the boxes for the users that need admin access. If this doesn't work for you (like if the only admin you had was root) it can be done via direct SQL access, but this is a LOT easier. Steve _______________________________________________ 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 message has been scanned for viruses and dangerous content by Joraph Consulting Ltd (Server #1), and is believed to be clean. -- This message has been scanned for viruses and dangerous content by Joraph Consulting Ltd (Server #1), and is believed to be clean.

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FQDN behinded a NATed router?
by Steve Hill 05 May '06

05 May '06

We have our OTRS server on our internal LAN, which is behind a router running NAT. The actual mail server is outside the LAN, and we POP and SMTP mail from there. The actual FQDN is company.com, and the OTRS server is called chuckles, but the DNS is NOT exported beyond the router. I have tried chuckles.company.com, but of course there is no chuckles.company.com on the internet, nor does user(a)chuckles.company.com actually return mail to the correct user. I have tried chuckles.localdomain, but then I (and other AGENTS) get new ticket notification mail with the return address of otrs(a)chuckles.localdomain. The actual POP3 email address is helpdesk(a)company.com (which resides on our external mail-server) so our normal return mail (notifying the CUSTOMER of their assigned, for instance) work properly. Can someone take all of this, and tell me which FQDN I should put in Config.pm. Thanks, Steve

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FW: OTRS problem in customer.pl
by Harishkumar 05 May '06

05 May '06

_____ From: Harishkumar [mailto:harish.kumar@vyomlabs.com] Sent: Saturday, April 29, 2006 6:55 PM To: 'otrs(a)otrs.org' Subject: FW: OTRS problem in customer.pl _____ From: Harishkumar [mailto:harish.kumar@vyomlabs.com] Sent: Saturday, April 29, 2006 6:34 PM To: 'mailman(a)lists.otrs.org'; 'dev(a)otrs.org' Cc: 'prasadk(a)vyomlabs.com' Subject: OTRS problem in customer.pl Dear Sir / Madam Request you you to please suggest on the following problem in the OTRS 1 ) Using customer.pl , when customer creates the ticket , and then press submit icon , the response of the server goes tremendously slow , it takes long time for bottom bar to complete . 2 ) Is there any problem of database ,??? , when we checked with empty database , the response was quite good . , . 3 ) Can we purge the old and closed tickets from the database , please suggest on this , how can we do this . Thanks and Regards Harish kumar

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admin login issue
by Alan McKeown 05 May '06

05 May '06

Hi All, I need some help please. Somehow when I have logged into OTRS (via html front end) I have disabled the admin tag. I cannot now continue setting up otrs. Is it possible that the administrator user can disable administrative activities. Please help. regards Alan. -- This message has been scanned for viruses and dangerous content by Joraph Consulting Ltd (Server #1), and is believed to be clean.

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Customer name - company name
by 3Tech s.r.l. - Area Software 05 May '06

05 May '06

Hi all, When I fill customer database I have to specify for each one the first name and the second name. But for our customers is more correct to specify the company name (for example Microsoft, BMW, etc. etc.) is it a way to do this? Andrea Caldarone Area software 3tech Srl Via Filonzi, 11 60131 Ancona Tel. 0712908943 Fax. 0712861820 www.3techsrl.com <http://www.3techsrl.com/> software(a)3techsrl.com AVVERTENZE AI SENSI DEL DLGS 196/2003 Le informazioni contenute in questo messaggio di posta elettronica e/o nel/i file/s allegato/i, sono da considerarsi strettamente riservate. Il loro utilizzo e' consentito esclusivamente al destinatario del messaggio, per le finalita' indicate nel messaggio stesso. Qualora riceveste questo messaggio senza esserne il destinatario, Vi preghiamo cortesemente di darcene notizia via e-mail e di procedere alla distruzione del messaggio stesso, cancellandolo dal Vostro sistema; costituisce comportamento contrario ai principi dettati dal Dlgs. 196/2003 il trattenere il messaggio stesso, divulgarlo anche in parte, distribuirlo ad altri soggetti, copiarlo, od utilizzarlo per finalita' diverse. Un corretto comportamento da parte di tutti contribuira' a realizzare una societa' piu' civile.

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Calendar in otrs
by Carlos Luis Sánchez Bocanegra 04 May '06

04 May '06

Hi list, I'd installed stable edition of otrs, but the calendar option don't appear in the application, are there any pluging or similar for activate???? thx for your attemption. I use Otrs version 1.3.2 and 2.0 Kako.

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