June 2006 - otrs - OTRS mailing lists

RE: [otrs] Company Ticket
by Nicolas Karlinski 07 Jun '06

07 Jun '06

There is a very easy wau to do this: Go to the SysAdmin section of the OTRS, search Customer::ModuleRegistation and edit the NavBar according to your needs. This is a very simple and safe way to do it. Message: 8 Date: Wed, 7 Jun 2006 09:04:17 +0200 From: "Mamakwa M. Sefiri" <msefiri(a)nrf.ac.za> Subject: [otrs] Company Ticket To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <677A0BFB1C183D4AA6C329A3B5BA7F1F040A6B2A(a)cheetah.nrf.ac.za> Content-Type: text/plain; charset="us-ascii" Please advise. I need to remove the Company Ticket link on the Customer window, I have searched on all the Customer .dlt forms and could not find anything. thanks 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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Applications
by Dennis Kavadas 07 Jun '06

07 Jun '06

Hi all Firstly let me just say, wow... the best helpdesk application i've seen, great work guys, keep it up !! Two Questions... 1. Where can i find the calander and other application shown on the OTRS web ? 2. Does OTRS allow for Active Director intergration on the back-end for user authentication, if so, how do i set it up, can't see the options anywhere. 3. Can I easly add an image to the top of thge OTRS web for the ticket team, as seen on the OTRS web for the customer login page ? Regards

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Company Ticket
by Mamakwa M. Sefiri 07 Jun '06

07 Jun '06

Please advise. I need to remove the Company Ticket link on the Customer window, I have searched on all the Customer .dlt forms and could not find anything. thanks

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Search
by Dennis Kavadas 07 Jun '06

07 Jun '06

hi all why aren't I able to search the CustomerID field with a wild card.... e.g, john.sm* it seems like i have to have the full email address otherwise nothing is found. regards

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RE: [otrs] (no subject)
by Andy Lubel 07 Jun '06

07 Jun '06

Would it by chance be: Frontend::Module###AgentTicketStatusView: Frontend module registration for the AgentTicketStatusView object in the agent interface. ? If I assign say "admin" group to the "Group" and "superusers" group to "Group Ro:" will my result be that the "admin" group will be able to do anything with any ticket they see and the group "superusers" will just be able to get a read only view of the tickets? Thanks, Andy -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Andy Lubel Sent: Tuesday, June 06, 2006 11:54 PM To: User questions and discussions about OTRS.org Subject: [otrs] (no subject) Is there a way for admin to see locked tickets(without doing a search)? More to the point: Is there a way for me to have certain users be able to see locked tickets, and if nessecary unlock and re-assign to another person assigned as "rw" on a queue? Thanks, Andy _______________________________________________ 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 orr consulting for your OTRS system? =http://www.otrs.com/

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(no subject)
by Andy Lubel 07 Jun '06

07 Jun '06

Is there a way for admin to see locked tickets(without doing a search)? More to the point: Is there a way for me to have certain users be able to see locked tickets, and if nessecary unlock and re-assign to another person assigned as "rw" on a queue? Thanks, Andy

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Re: [otrs] Email and Queue Dispatching
by Jeff Baughn 06 Jun '06

06 Jun '06

You may want to check out the discussion from earlier this year titled "Queue ID in ticket number or hook". It is a method to "number" your tickets based on the queue they belong. You could then use that number to filter with the Postmaster filters. Good Luck. -Jeff > > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf > Of Elias Lopez > Sent: Monday, June 05, 2006 9:09 PM > To: otrs(a)otrs.org > Subject: [otrs] Email and Queue Dispatching > > Hi, I'm trying to achieve multiple queues using only 1 email address. > > I have a "Sales" queue with a number of subqueues. > > My problem is that if a response is sent from the sub-queue, and the > customer replies, since there is only one email address it comes back in > marked as the "Sales" queue rather than "Sales::Tech" or whatever. > > I could probably achieve what I want with the postmaster filter if there > was a way to tag outgoing messages with what queue they come from. > > The documentation only refers to manipulating incoming messages, I was > hoping someone had done something similar. > > Thanks, > Elias > > > -- > Elías López > Systems Administrator Melbourne Product Centre > Agent Oriented Software Pty. Ltd. Level 1 594 Elizabeth Street > ABN: 98 078 321 589 Melbourne VIC 3000 > T: +61 3 9349 5055 P O Box 639 > F: +61 3 9349 5088 Carlton South VIC 3053 > E: elias.lopez(a)agent-software.com www.agent-software.com > > This email and any attachments are confidential, privileged or private > and intended solely for the use of the individual or entity to whom > they are addressed. If you have received this email in error, please > notify the sender immediately and delete the email. AOS disclaims > liability for the contents of private emails. > _______________________________________________ > 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 orr consulting for your OTRS system? > => http://www.otrs.com/ >

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pam_succeed_if: error retrieving information about user otrs
by Nils Breunese (Lemonbit Internet) 06 Jun '06

06 Jun '06

Hello, I recently uninstalled OTRS on a Fedora Core 3 machine, using rpm -e otrs. I restarted apache and also dropped the otrs database as I didn't need that anymore on that machine. After that I kept getting a lot of messages like this in my logwatch emails: crond[799]: pam_succeed_if: error retrieving information about user otrs I thought maybe the user otrs was still on the system with a crontab trying to execute OTRS tasks, so I removed the otrs user (userdel -r otrs). But I'm still getting a _lot_ of messages like the above (only the number changes, I guess that's a pid). Does anyone have any idea what's still left on this system that causes these errors? Nils Breunese.

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Multiple Queues and the visibility of data
by Prafulla Kumar H.S. 06 Jun '06

06 Jun '06

Hi, I am able to configure my OTRS system with four queues and the owners of each queue will not be able to see the tickets which have come to other queues. Now there is one basic question. Suppose, if the owner of queue (say Queue1) searches for the tickets raised by a specific user, whether the system throws out the tickets submitted by him to other queues also? I request some one who had worked on this problem to clarify my doubt. Regards, Prafulla Kumar

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Email and Queue Dispatching
by Elias Lopez 06 Jun '06

06 Jun '06

Hi, I'm trying to achieve multiple queues using only 1 email address. I have a "Sales" queue with a number of subqueues. My problem is that if a response is sent from the sub-queue, and the customer replies, since there is only one email address it comes back in marked as the "Sales" queue rather than "Sales::Tech" or whatever. I could probably achieve what I want with the postmaster filter if there was a way to tag outgoing messages with what queue they come from. The documentation only refers to manipulating incoming messages, I was hoping someone had done something similar. Thanks, Elias -- Elías López Systems Administrator Melbourne Product Centre Agent Oriented Software Pty. Ltd. Level 1 594 Elizabeth Street ABN: 98 078 321 589 Melbourne VIC 3000 T: +61 3 9349 5055 P O Box 639 F: +61 3 9349 5088 Carlton South VIC 3053 E: elias.lopez(a)agent-software.com www.agent-software.com This email and any attachments are confidential, privileged or private and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error, please notify the sender immediately and delete the email. AOS disclaims liability for the contents of private emails.

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