May 2006 - otrs - OTRS mailing lists

View tickets if you are not owner
by Guillaume Rehm 02 Jun '06

02 Jun '06

Hi list, Is it possible to view in the queue view all open tickets even you are not owner of some tickets. Thanks a lot -- Guillaume REHM Service Informatique Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 43 fax: 03 88 25 28 03 mail: guillaume.rehm(a)bnu.fr web: http://www.bnu.fr

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No Notification for Tickets created in Customers Web Interface
by Bulent Oktem 02 Jun '06

02 Jun '06

Hi, I setup OTRS with several queues, My agents receive a notification for new tickets in those queues if they are created by email, however they dont receive notification if tickets are created by customers via customer web user interface. If the Customer creates them in Raw we do get Notification though. Is this normal, how can i turn on Notifications for those tickets? Thanks, Bulent Oktem

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Re: [otrs] Issue with Users permission
by Nicolas Karlinski 31 May '06

31 May '06

On Tue, May 30, 2006 at 05:40:18PM -0400, Nicolas Karlinski wrote: >I am having an issue with the users permission. It seems that only rw >is active. If I unselect the rw permission, the users can not see the >queue at all > >My issue is I want users to be able to do anything but change the owner >of a ticket, this role should be reserved to managers. > >Can someone help me here? Please see http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ID=68 <http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ID=68> I think that ACL's solve your problem. >NICOLAS KARLINSKI Regards, Christian -- ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769 http://www.otrs.com/ <http://www.otrs.com/> :: Communication with success! Thank for your reply. This might help me once the permission issue is fixed: If I select rw, all the other permissions are selected as well, and I can see my differents queues attached to that group. If I unselect rw, then I can select the permissions I want, but in this case, I am not able to see the queue anymore. Am I missing something? Thanks Nicolas Karlinski

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Re: otrs Digest, Vol 34, Issue 52
by Dragan Zubac 31 May '06

31 May '06

Hello Is it possible to configure OTRS to start with ticket numbers from 1 with autoincrement set to 1 ? So,just plain 1,2,3,etc...? Sincerely Dragan

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OTRS Capabilities
by Nicolas Karlinski 31 May '06

31 May '06

Hi there, I am in the process of implementing OTRS for our Customer Service Groups. Despite my searches, I am still not able to do the following (at least without changing the code..) - When I move ticket to a queue, I would like the state to be change to "new". I changed the Ticket::DefaultNextMoveStateType: to New only but the state stays to what it previously was ("open" most of the time). Can someone help me here? FYI, I am using the ChangeQueue dropdown box from the TicketZoom view. - Also many times I have to split an order between 2 groups (=2 queues). is there any way to automatically link the 2 tickets ? - Last thing, I would like the customer to know when someone started working on a ticket (Trought the web interface). Is there a way to change the state from new to open without sending an EMail? Thanks in advance for your Help. NICOLAS KARLINSKI Operation Manager ARKADIN GLOBAL AUDIO & DATA CONFERENCING One Penn Plaza, Suite 2200 New York, NY 10119 Tel: 646-495-7608 Fax: 212-594-1910 Web: www.arkadin.com <http://www.arkadin.com/>

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Enable Incoming Email on Windows
by Joe Fusco 31 May '06

31 May '06

I have a Windows 2003 R2 server running OTRS. I have it mailing out but the documentation is a little vague on setting it up to receive email. Does anyone have any step-by-step help? Anyone know how/where I set up the cron job to retrieve mail? Anyone know how to set the cron job so it removes the mail from an IMAP mailbox rather than leaving it on the server? Thanks Joe Fusco Network Manager Ocean Dental Corporate Headquarters 206 W. 6th Stillwater, OK 74074 Ph: 405.707.0600 Fax: 405.707.7129 Cell: 405.612.8040 Email: joe.fusco(a)oceandental.net Customer Service: The state of voluntary subjection to a customer, the condition of being bound to service. IMPORTANT - This e-mail message is intended only for the use of the individual or entity to which it is addressed, and may contain information that is privileged, confidential and exempt from disclosure under applicable law. If you are not the intended recipient, you are hereby notified that we do not consent to any reading, dissemination, distribution or copying of this e-mail message. If you have received this communication in error, please notify the sender immediately by return e-mail, delete this e-mail, delete the transmitted information and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and may be illegal. Violators may be prosecuted. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late, incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission.

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Help about ResponseFormat in the otrs version 2.04
by Fernando Palma Sanchez 31 May '06

31 May '06

Hello, I have instaled the OTRS version 2.04. I´d like know how can I change the position of ResponseFormat fields. In the version 1.31 in the file config.pm, I did that: $Self->{ResponseFormat} = '$Data{"Salutation"} $Data{"StdResponse"} $Data{"Signature"} $Data{"OrigFrom"} $Text{"wrote"}: $Data{"Body"} '; But in the version 2.04, this configuration doesn't works. Thanks

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Dynamic Drop Boxes for Queues
by Todd Theen 31 May '06

31 May '06

My organization has many queues, over a thousand. We have several buildings and each building has it own set of queues. These queues are used for statistics. Does anyone have code or ideas for creating dynamic drop down boxes in Perl/JavaScript? I want to have multiple drop down boxes that feed each other. Example, the first drop box would list the buildings, then depending on which building you choose determines which set of queues populates into the next drop box and so on. I am fairly new to Perl/Javascript and PHP. Next question, if I wrote it in PHP are the variables in PHP compatible with the variables in Perl? Thank you, Todd Theen Independence School District Technology Support

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Issue with Users permission
by Nicolas Karlinski 31 May '06

31 May '06

Hello there, I am having an issue with the users permission. It seems that only rw is active. If I unselect the rw permission, the users can not see the queue at all My issue is I want users to be able to do anything but change the owner of a ticket, this role should be reserved to managers. Can someone help me here? Thanks in advance NICOLAS KARLINSKI Operation Manager ARKADIN GLOBAL AUDIO & DATA CONFERENCING One Penn Plaza, Suite 2200 New York, NY 10119 Tel: 646-495-7608 Fax: 212-594-1910 Web: www.arkadin.com <http://www.arkadin.com/>

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Error; /var/www/otrs/Kernel/Config/Files/ZZZAAuto.pm
by James Yogo 31 May '06

31 May '06

Hi, I have installed otrs on Fedora Core 5 platform and it has taken the path /var/www/otrs/. However when i click on Admin......Sysconfig link i get the error message; /var/www/otrs/Kernel/Config/Files/ZZZAAuto.pm Can somebody out the offer help? James Yogo _________________________________________________________________ Express yourself instantly with MSN Messenger! Download today it's FREE! http://messenger.msn.click-url.com/go/onm00200471ave/direct/01/

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