June 2006 - otrs - OTRS mailing lists

Show all company tickets
by Koning, Rene 29 Jun '06

29 Jun '06

Hi, When I log into the system as a customeruser, I can only see my own tickets, not the company tickets :-( What setting do I have to make so that all customer users can see all the company tickets? greetings, Rene ########################################### This message has been scanned by F-Secure Anti-Virus for Microsoft Exchange.

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User to QUEUE question
by Oliver A. Rojo 29 Jun '06

29 Jun '06

I've created some users and selected a certain QUEUE for him to view upon login but still he can view and move tickets into other QUEUES? What will I do? -- Oliver A. Rojo ______________________________________________________________ This email and any files transmitted with it are confidential 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 system manager. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the company. Finally, the recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email.

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Wrong From address in automatically generated email
by Jason Rogers 29 Jun '06

29 Jun '06

In "Auto Response Management", I've set "Auto Response From" to one of our internal email addresses. OTRS generates automatic emails back, but the From address is "otrs@localhost", not the email address I've entered. Anyone know why?

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Close Ticket
by Gonzalo Balatti 29 Jun '06

29 Jun '06

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Is it okay to add 'robots.txt' in otrs dir without internal search interference?
by s taylor 29 Jun '06

29 Jun '06

Hello. Is it okay to add 'robots.txt' in the 'otrs' directory without causing problems with the search features internal to the software when logged in via the admin side or user's side? What I mean is, if I add robots.txt listing all of the subdirectories, I still, of course, need to be able to use the search feature inside of otrs as usual. I don't want search bots to index any of my otrs anything. Thanks in advance.

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New tickets color
by "Ma. Guadalupe Hernández Loaiza" 28 Jun '06

28 Jun '06

Hi In previous version 1.3 , when the arrived new ticket appears in red, and when changed state “tickete answared” to YES the ticket appears in black. In this version 2.4 all tickets arrived appear in black, Can I modify this? -- Ing Ma. Guadalupe Hernandez Loaiza Benology SA de CV ================================================================== ESTE MENSAJE CONTIENE INFORMACIÓN CONFIDENCIAL QUE UNICAMENTE PUEDE SER UTILIZADA POR EL DESTINATARIO DECLARADO EN EL ENCABEZADO DEL DOCUMENTO. DICHA INFORMACIÓN NO PODRA SER REENVIADA A NINGUNA PERSONA SIN AUTORIZACIÓN EXPRESA DEL AUTOR. "SU REENVIO, COPIA, O REUTILIZACIÓN CAUSA RESPONSABILIDAD LEGAL" NOTA: CUALQUIER MENSAJE QUE CONTENGA ARCHIVOS ADJUNTOS Y QUE NO ESTEN EXPRESAMENTE DECLARADOS CON NOMBRE, TIPO Y/O CONTENIDO DEBERÁ DE SER DESTRUIDO INMEDIATAMENTE. ==================================================================

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File Uploads and File Manager in Windows Problems
by Joseph Atkins 28 Jun '06

28 Jun '06

I cannot seem to upload files on tickets using the default Windows install. Has anyone had this problem and knows how to correct it. I also tried installed the optional File Manager addon, I set the default path to "C:\FileUpload" it will allow me to create a directory but will not allow me to navigate or to upload files into it as well. Is there a config file somewhere I can change it to windows directory structure. It seems to want to use the Unix directory structure of ./ instead of c:\ The file manager is showing errors to that effect saying incorrect path and such, but the default ticket file upload is showing no errors. The tickets are entered fine but with no attached file. Thanks, Joseph Atkins CMEAC, INC. 1960 Cross Beam Drive, Suite 500 Charlotte, NC 28217 704-329-0222 ext. 209

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escalation
by Jan Stanik 28 Jun '06

28 Jun '06

Hi all, I'm little bit confused how the escalations work. Now when ticket have reached the escalation time, I can not get the queue view before I lock the ticket for me or move it to another queue. What I need is to reset escalation time after set "pending" status or to have possibility to go to queue view even there are escalated tickets. Is it possible? Regards, Jan

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help with Oracle connection
by Jason Rogers 28 Jun '06

28 Jun '06

I am getting a Message: Error while trying to retrieve text for error ORA-12541 (DBD ERROR: OCIServerAttach) error when trying to connect to a Oracle 9 database. Despite the error message, the listener is running, and I can connect to the OTRS user with other third party apps( like TOAD ). I suspect perhaps some kind of environment settings not correct? I need to understand more about how OTRS makes a connection to a Oracle database so I can investigate further. Any pointers?

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Message: Need Search, UserLogin or PostMasterSearch!
by Jason Rogers 28 Jun '06

28 Jun '06

help, I get this message when I click on the search customer button, when entering a phone call / new ticket: Message: Need Search, UserLogin or PostMasterSearch! Traceback (28986): Module: Kernel::System::CustomerUser::DB::CustomerSearch (v1.36) Line: 116 Module: Kernel::System::CustomerUser::CustomerSearch (v1.22) Line: 154 Module: Kernel::Modules::AgentTicketPhone::Run (v1.12) Line: 607 Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 651 Module: /usr/local/otrs/bin/cgi-bin/index.pl (v1.80) Line: 47

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