July 2006 - otrs - OTRS mailing lists

Follow-ups as "internal-notes" instead of "customer-mail"
by Alexander Scholler 12 Jul '06

12 Jul '06

Hi, ticket follow-ups are enabled on many queues of our OTRS v2.0.4. Follow-ups causes state changes due to PostmasterFollowUpState. Now, our agents often make comments on tickets through writting an mail to otrs. Normally, this is recognized by OTRS follow-up made through a customer. We created a postmaster filter that recognizes such an follow-up, made by an agent and stores this article as internal note (instead of customer-mail) and as sender agent (instead of mail). Also a follow-up-notification is sent to the relevant agents. This postmaster-filter-feature is really great - thanks to the developers! The only problem I have is that the state change is made due to PostmasterFollowUpState. Any advice how this could be prevented. I can set a specific state other than PostmasterFollowUpState within the postmaster-filter, but I want the state to remain untouched, e.g. like "-" present in note-compose-dialog with activated state-change-possibility. Bye, Alex

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AW: Change the length of Ticket ID
by Kaiser Dr., Thomas (LfStaD) 12 Jul '06

12 Jul '06

Hi, have a look at the configs for Ticket::NumberGenerator and Ticket::Hook . If there is no satisfiying method to generate the ticket number, you may write our own module as in and /opt/otrs/Kernel/System/Ticket/Number. Thomas -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Arif Hussain Gesendet: Mittwoch, 12. Juli 2006 11:20 An: otrs(a)otrs.org Betreff: RE: Change the length of Ticket ID Hi, I am new to Otrs and would like to start using it, but I cannot work out how to reduce the size of the ticket number. we would like it to be much smaller i.e 8-10 characters. Can anyone point me in the right direction Regards, _____ From: otrs-bounces(a)otrs.org on behalf of otrs-request(a)otrs.org Sent: Wed 12/07/2006 02:24 To: otrs(a)otrs.org Subject: otrs Digest, Vol 36, Issue 18 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Where do I find the system log? (Andy Lubel) 2. Re: Where do I find the system log? (s taylor) 3. Prevent user reopening a ticket (jtown(a)eml.cc) 4. Re: Prevent user reopening a ticket (Andy Lubel) 5. RE: How to CONVERT 'customers' into 'agents' or 'admins'? (s taylor) 6. Uh oh! /opt/otrs/Kernel/System/DB.pm line 219 (Andy Lubel) 7. RE: Uh oh! /opt/otrs/Kernel/System/DB.pm line 219 (s taylor) 8. Re: Prevent user reopening a ticket (jtown(a)eml.cc) 9. How can a CUSTOMER to update their info? (s taylor) ---------------------------------------------------------------------- Message: 1 Date: Tue, 11 Jul 2006 15:35:04 -0400 From: Andy Lubel <andy.lubel(a)gtsi.com> Subject: Re: [otrs] Where do I find the system log? To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <C0D975A8.105D%andy.lubel(a)gtsi.com> Content-Type: text/plain; charset="US-ASCII" If its entered as /tmp/otrs.log then its going to the root, not relative to where its called from.. If you wanted that relative then you want tmp/otrs.log. Mine is set to /opt/otrs/tmp/otrs.log but would also work if I did tmp/otrs.log (because /opt/otrs is my home directory and considered the root of the application) In other words if you put '/' at the beginning its like going to the root of the drive. HTH, Andy On 7/11/06 3:12 PM, "s taylor" <staylor00(a)hotmail.com> wrote: > Thanks for your reply. > > I have 'write' permissions on the folder; enough that the file, > 'Kernel-System-Stats-StateAction-2006-06.cache' was able to write to it a > few days ago. > > For the SysLog file in SysConfig, I have '/tmp/otrs.log' as the LogFile name > (using the default) which I'm ASSUMING that this implies that this folder is > located in the 'var' subdirectory. > > As another attempt, I manually created the 'otrs.log' file with 777 and > placed it in '/tmp/otrs.log' (which is contained in 'var') subdir. I logged > in then out of a test account in order to generate a line entry in the log. > The 'System Log' on the web interface was updated, but nothing was written > to the 'otrs.log' file I created. > > Any ideas? > > Thanks. > > > _______________________________________________ > 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/ -- ------------------------------ Message: 2 Date: Tue, 11 Jul 2006 15:48:44 -0400 From: "s taylor" <staylor00(a)hotmail.com> Subject: Re: [otrs] Where do I find the system log? To: otrs(a)otrs.org Message-ID: <BAY104-F333FEAF4B0260988A85D1DA1680(a)phx.gbl> Content-Type: text/plain; format=flowed That did it! I used the full path '/usr/.../otrs/var/tmp/otrs.log' and now the file has been created by the system (prior to this last test, I deleted the file I manually created) and is being updated with each syslog entry! Thanks, Andy! ======================================== >From: Andy Lubel <andy.lubel(a)gtsi.com> >Reply-To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> >To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> >Subject: Re: [otrs] Where do I find the system log? >Date: Tue, 11 Jul 2006 15:35:04 -0400 > >If its entered as /tmp/otrs.log then its going to the root, not relative to >where its called from.. If you wanted that relative then you want >tmp/otrs.log. Mine is set to /opt/otrs/tmp/otrs.log but would also work if >I >did tmp/otrs.log (because /opt/otrs is my home directory and considered the >root of the application) > >In other words if you put '/' at the beginning its like going to the root >of >the drive. > >HTH, > >Andy > > > >On 7/11/06 3:12 PM, "s taylor" <staylor00(a)hotmail.com> wrote: > > > Thanks for your reply. > > > > I have 'write' permissions on the folder; enough that the file, > > 'Kernel-System-Stats-StateAction-2006-06.cache' was able to write to it >a > > few days ago. > > > > For the SysLog file in SysConfig, I have '/tmp/otrs.log' as the LogFile >name > > (using the default) which I'm ASSUMING that this implies that this >folder is > > located in the 'var' subdirectory. > > > > As another attempt, I manually created the 'otrs.log' file with 777 and > > placed it in '/tmp/otrs.log' (which is contained in 'var') subdir. I >logged > > in then out of a test account in order to generate a line entry in the >log. > > The 'System Log' on the web interface was updated, but nothing was >written > > to the 'otrs.log' file I created. > > > > Any ideas? > > > > Thanks. > > > > > > _______________________________________________ > > 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/ > >-- > > >_______________________________________________ >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/ ------------------------------ Message: 3 Date: Tue, 11 Jul 2006 22:22:33 +0200 From: jtown(a)eml.cc Subject: [otrs] Prevent user reopening a ticket To: otrs(a)otrs.org Message-ID: <1152649353.7328.265802431(a)webmail.messagingengine.com> Content-Type: text/plain; charset="iso-8859-1" Hello, I need to deploy a ticket system in two weeks so I have to quickly try the best alternatives, so please, forgive if the questions are too easy or have already been answered. The main question would be: Can I prevent that a user reopens a closed ticket? I'd need that the user could close itself its ticket for the case he is able to solve his problem, so I can't simply remove the status field from the interface. And a stupid question: when a user opens a ticket, he can choose the 'to' (I refer to the customer demo) field of the ticket, can't he? I'd need that the user could choose between two different kind of problems so I had thought to create two different account for them. Thanks in advance and sorry my English, Jean ------------------------------ Message: 4 Date: Tue, 11 Jul 2006 17:48:15 -0400 From: Andy Lubel <andy.lubel(a)gtsi.com> Subject: Re: [otrs] Prevent user reopening a ticket To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <C0D994DF.1065%andy.lubel(a)gtsi.com> Content-Type: text/plain; charset="US-ASCII" On 7/11/06 4:22 PM, "jtown(a)eml.cc" <jtown(a)eml.cc> wrote: > Hello, > > I need to deploy a ticket system in two weeks so I have to quickly try > the best alternatives, so please, forgive if the questions are too easy > or have already been answered. > > The main question would be: Can I prevent that a user reopens a closed > ticket? I'd need that the user could close itself its ticket for the > case he is able to solve his problem, so I can't simply remove the > status field from the interface. Check the Queue Settings for "Follow Up Option" - for what you want, "reject" may be appropriate. > > And a stupid question: when a user opens a ticket, he can choose the > 'to' (I refer to the customer demo) field of the ticket, can't he? I'd > need that the user could choose between two different kind of problems > so I had thought to create two different account for them. > /bump > Thanks in advance and sorry my English, > > Jean > > _______________________________________________ > 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/ -- ------------------------------ Message: 5 Date: Tue, 11 Jul 2006 17:51:14 -0400 From: "s taylor" <staylor00(a)hotmail.com> Subject: RE: [otrs] How to CONVERT 'customers' into 'agents' or 'admins'? To: otrs(a)otrs.org Message-ID: <BAY104-F1796397EC1E981A8C686B9A1680(a)phx.gbl> Content-Type: text/plain; format=flowed Anyone? Thanks. ============================== >From: "s taylor" <staylor00(a)hotmail.com> >Reply-To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> >To: otrs(a)otrs.org >Subject: [otrs] How to CONVERT 'customers' into 'agents' or 'admins'? >Date: Mon, 10 Jul 2006 16:30:07 -0400 > >Hello. > >1) How to convert 'customers' (signed up via customer.pl) into 'agents' >(move them into the 'users' table)? > >I'd like to find a way to have prospective agents to signup themselves with >the info provided in my customized 'customer.pl' form and then I, as >superadmin, give them full agent permissions. I would also want all of >their prior E-mail ticket correspondence history to go with them with the >move. > >2) What significance is the 'ro/rw' in the 'Admin Group' or 'FAQ Group' or >'Stats Group' or 'Users Group' when "CustomerGroupSupport" is activated? >If 'ro/rw' is checked for the 'Admin Group', would they be able to login >via the index.pl form? If so, what activities would they be able to do? > >Do folks really put those signed up via the customer.pl form into the >'Admin Group' shown in "CustomerGroupSupport" without first making them >full-fledged agents? If so, for what purpose or scenario? What >functions/activities can they really do with those limited permissions? > > >Thanks in advance. > > >_______________________________________________ >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/ ------------------------------ Message: 6 Date: Tue, 11 Jul 2006 17:51:43 -0400 From: Andy Lubel <andy.lubel(a)gtsi.com> Subject: [otrs] Uh oh! /opt/otrs/Kernel/System/DB.pm line 219 To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <C0D995AF.106A%andy.lubel(a)gtsi.com> Content-Type: text/plain; charset="US-ASCII" What is the correct fix for this? I have a couple other systems but my management has asked for mysql5 testing. Is there a bug with DBI or the interaction of this perl script with mysql5? DBI::db=HASH(0x1a8a56c)->disconnect invalidates 1 active statement handle (either destroy statement handles or call finish on them before disconnecting) at /opt/otrs/Kernel/System/DB.pm line 219, <DATA> line 225. OTRS 2.0.4 (tarball) Mysql 5.0.22 (binary from mysql.com) Mac OSX 10.4.7 SERVER Fink (Latest) Developer Tools (latest) Any help would be great! ------------------------------ Message: 7 Date: Tue, 11 Jul 2006 17:54:44 -0400 From: "s taylor" <staylor00(a)hotmail.com> Subject: RE: [otrs] Uh oh! /opt/otrs/Kernel/System/DB.pm line 219 To: otrs(a)otrs.org Message-ID: <BAY104-F30034669100E961995519CA1680(a)phx.gbl> Content-Type: text/plain; format=flowed See Bug# 1231 for attachment and comments. HTH. ============================= >From: Andy Lubel <andy.lubel(a)gtsi.com> >Reply-To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> >To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> >Subject: [otrs] Uh oh! /opt/otrs/Kernel/System/DB.pm line 219 >Date: Tue, 11 Jul 2006 17:51:43 -0400 > >What is the correct fix for this? I have a couple other systems but my >management has asked for mysql5 testing. Is there a bug with DBI or the >interaction of this perl script with mysql5? > >DBI::db=HASH(0x1a8a56c)->disconnect invalidates 1 active statement handle >(either destroy statement handles or call finish on them before >disconnecting) at /opt/otrs/Kernel/System/DB.pm line 219, <DATA> line 225. > >OTRS 2.0.4 (tarball) >Mysql 5.0.22 (binary from mysql.com) >Mac OSX 10.4.7 SERVER >Fink (Latest) >Developer Tools (latest) > > >Any help would be great! > >_______________________________________________ >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/ ------------------------------ Message: 8 Date: Wed, 12 Jul 2006 00:05:11 +0200 From: jtown(a)eml.cc Subject: Re: [otrs] Prevent user reopening a ticket To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <1152655511.17638.265810211(a)webmail.messagingengine.com> Content-Type: text/plain; charset="iso-8859-1" Hi! On Tue, 11 Jul 2006 17:48:15 -0400, "Andy Lubel" <andy.lubel(a)gtsi.com> said: > > > > The main question would be: Can I prevent that a user reopens a closed > > ticket? I'd need that the user could close itself its ticket for the > > case he is able to solve his problem, so I can't simply remove the > > status field from the interface. > Check the Queue Settings for "Follow Up Option" - for what you want, > "reject" may be appropriate. > > Wouldn't that prevent that the user replies to the ticket while is opened? I'd like he could add notes or comments until I've had closed the ticket. Thanks again J ------------------------------ Message: 9 Date: Tue, 11 Jul 2006 21:24:33 -0400 From: "s taylor" <staylor00(a)hotmail.com> Subject: [otrs] How can a CUSTOMER to update their info? To: otrs(a)otrs.org Message-ID: <BAY104-F6623B07A2EDDEE442E3FAA1690(a)phx.gbl> Content-Type: text/plain; format=flowed Hello. Is there a way for a customer to update their info? For example: I've added 'phone' and 'company' fields for "customer.pl". If either change, I'd like for that customer to update it...BUT I want the other fields to be READ-ONLY to the customer. Is this possible? Thanks in advance. ------------------------------ _______________________________________________ otrs mailing list otrs(a)otrs.org http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest, Vol 36, Issue 18 ************************************

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RE: Change the length of Ticket ID
by Arif Hussain 12 Jul '06

12 Jul '06

Hi, I am new to Otrs and would like to start using it, but I cannot work out how to reduce the size of the ticket number. we would like it to be much smaller i.e 8-10 characters. Can anyone point me in the right direction Regards, ________________________________ From: otrs-bounces(a)otrs.org on behalf of otrs-request(a)otrs.org Sent: Wed 12/07/2006 02:24 To: otrs(a)otrs.org Subject: otrs Digest, Vol 36, Issue 18 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Where do I find the system log? (Andy Lubel) 2. Re: Where do I find the system log? (s taylor) 3. Prevent user reopening a ticket (jtown(a)eml.cc) 4. Re: Prevent user reopening a ticket (Andy Lubel) 5. RE: How to CONVERT 'customers' into 'agents' or 'admins'? (s taylor) 6. Uh oh! /opt/otrs/Kernel/System/DB.pm line 219 (Andy Lubel) 7. RE: Uh oh! /opt/otrs/Kernel/System/DB.pm line 219 (s taylor) 8. Re: Prevent user reopening a ticket (jtown(a)eml.cc) 9. How can a CUSTOMER to update their info? (s taylor) ---------------------------------------------------------------------- Message: 1 Date: Tue, 11 Jul 2006 15:35:04 -0400 From: Andy Lubel <andy.lubel(a)gtsi.com> Subject: Re: [otrs] Where do I find the system log? To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <C0D975A8.105D%andy.lubel(a)gtsi.com> Content-Type: text/plain; charset="US-ASCII" If its entered as /tmp/otrs.log then its going to the root, not relative to where its called from.. If you wanted that relative then you want tmp/otrs.log. Mine is set to /opt/otrs/tmp/otrs.log but would also work if I did tmp/otrs.log (because /opt/otrs is my home directory and considered the root of the application) In other words if you put '/' at the beginning its like going to the root of the drive. HTH, Andy On 7/11/06 3:12 PM, "s taylor" <staylor00(a)hotmail.com> wrote: > Thanks for your reply. > > I have 'write' permissions on the folder; enough that the file, > 'Kernel-System-Stats-StateAction-2006-06.cache' was able to write to it a > few days ago. > > For the SysLog file in SysConfig, I have '/tmp/otrs.log' as the LogFile name > (using the default) which I'm ASSUMING that this implies that this folder is > located in the 'var' subdirectory. > > As another attempt, I manually created the 'otrs.log' file with 777 and > placed it in '/tmp/otrs.log' (which is contained in 'var') subdir. I logged > in then out of a test account in order to generate a line entry in the log. > The 'System Log' on the web interface was updated, but nothing was written > to the 'otrs.log' file I created. > > Any ideas? > > Thanks. > > > _______________________________________________ > 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/ -- ------------------------------ Message: 2 Date: Tue, 11 Jul 2006 15:48:44 -0400 From: "s taylor" <staylor00(a)hotmail.com> Subject: Re: [otrs] Where do I find the system log? To: otrs(a)otrs.org Message-ID: <BAY104-F333FEAF4B0260988A85D1DA1680(a)phx.gbl> Content-Type: text/plain; format=flowed That did it! I used the full path '/usr/.../otrs/var/tmp/otrs.log' and now the file has been created by the system (prior to this last test, I deleted the file I manually created) and is being updated with each syslog entry! Thanks, Andy! ======================================== >From: Andy Lubel <andy.lubel(a)gtsi.com> >Reply-To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> >To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> >Subject: Re: [otrs] Where do I find the system log? >Date: Tue, 11 Jul 2006 15:35:04 -0400 > >If its entered as /tmp/otrs.log then its going to the root, not relative to >where its called from.. If you wanted that relative then you want >tmp/otrs.log. Mine is set to /opt/otrs/tmp/otrs.log but would also work if >I >did tmp/otrs.log (because /opt/otrs is my home directory and considered the >root of the application) > >In other words if you put '/' at the beginning its like going to the root >of >the drive. > >HTH, > >Andy > > > >On 7/11/06 3:12 PM, "s taylor" <staylor00(a)hotmail.com> wrote: > > > Thanks for your reply. > > > > I have 'write' permissions on the folder; enough that the file, > > 'Kernel-System-Stats-StateAction-2006-06.cache' was able to write to it >a > > few days ago. > > > > For the SysLog file in SysConfig, I have '/tmp/otrs.log' as the LogFile >name > > (using the default) which I'm ASSUMING that this implies that this >folder is > > located in the 'var' subdirectory. > > > > As another attempt, I manually created the 'otrs.log' file with 777 and > > placed it in '/tmp/otrs.log' (which is contained in 'var') subdir. I >logged > > in then out of a test account in order to generate a line entry in the >log. > > The 'System Log' on the web interface was updated, but nothing was >written > > to the 'otrs.log' file I created. > > > > Any ideas? > > > > Thanks. > > > > > > _______________________________________________ > > 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/ > >-- > > >_______________________________________________ >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/ ------------------------------ Message: 3 Date: Tue, 11 Jul 2006 22:22:33 +0200 From: jtown(a)eml.cc Subject: [otrs] Prevent user reopening a ticket To: otrs(a)otrs.org Message-ID: <1152649353.7328.265802431(a)webmail.messagingengine.com> Content-Type: text/plain; charset="iso-8859-1" Hello, I need to deploy a ticket system in two weeks so I have to quickly try the best alternatives, so please, forgive if the questions are too easy or have already been answered. The main question would be: Can I prevent that a user reopens a closed ticket? I'd need that the user could close itself its ticket for the case he is able to solve his problem, so I can't simply remove the status field from the interface. And a stupid question: when a user opens a ticket, he can choose the 'to' (I refer to the customer demo) field of the ticket, can't he? I'd need that the user could choose between two different kind of problems so I had thought to create two different account for them. Thanks in advance and sorry my English, Jean ------------------------------ Message: 4 Date: Tue, 11 Jul 2006 17:48:15 -0400 From: Andy Lubel <andy.lubel(a)gtsi.com> Subject: Re: [otrs] Prevent user reopening a ticket To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <C0D994DF.1065%andy.lubel(a)gtsi.com> Content-Type: text/plain; charset="US-ASCII" On 7/11/06 4:22 PM, "jtown(a)eml.cc" <jtown(a)eml.cc> wrote: > Hello, > > I need to deploy a ticket system in two weeks so I have to quickly try > the best alternatives, so please, forgive if the questions are too easy > or have already been answered. > > The main question would be: Can I prevent that a user reopens a closed > ticket? I'd need that the user could close itself its ticket for the > case he is able to solve his problem, so I can't simply remove the > status field from the interface. Check the Queue Settings for "Follow Up Option" - for what you want, "reject" may be appropriate. > > And a stupid question: when a user opens a ticket, he can choose the > 'to' (I refer to the customer demo) field of the ticket, can't he? I'd > need that the user could choose between two different kind of problems > so I had thought to create two different account for them. > /bump > Thanks in advance and sorry my English, > > Jean > > _______________________________________________ > 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/ -- ------------------------------ Message: 5 Date: Tue, 11 Jul 2006 17:51:14 -0400 From: "s taylor" <staylor00(a)hotmail.com> Subject: RE: [otrs] How to CONVERT 'customers' into 'agents' or 'admins'? To: otrs(a)otrs.org Message-ID: <BAY104-F1796397EC1E981A8C686B9A1680(a)phx.gbl> Content-Type: text/plain; format=flowed Anyone? Thanks. ============================== >From: "s taylor" <staylor00(a)hotmail.com> >Reply-To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> >To: otrs(a)otrs.org >Subject: [otrs] How to CONVERT 'customers' into 'agents' or 'admins'? >Date: Mon, 10 Jul 2006 16:30:07 -0400 > >Hello. > >1) How to convert 'customers' (signed up via customer.pl) into 'agents' >(move them into the 'users' table)? > >I'd like to find a way to have prospective agents to signup themselves with >the info provided in my customized 'customer.pl' form and then I, as >superadmin, give them full agent permissions. I would also want all of >their prior E-mail ticket correspondence history to go with them with the >move. > >2) What significance is the 'ro/rw' in the 'Admin Group' or 'FAQ Group' or >'Stats Group' or 'Users Group' when "CustomerGroupSupport" is activated? >If 'ro/rw' is checked for the 'Admin Group', would they be able to login >via the index.pl form? If so, what activities would they be able to do? > >Do folks really put those signed up via the customer.pl form into the >'Admin Group' shown in "CustomerGroupSupport" without first making them >full-fledged agents? If so, for what purpose or scenario? What >functions/activities can they really do with those limited permissions? > > >Thanks in advance. > > >_______________________________________________ >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/ ------------------------------ Message: 6 Date: Tue, 11 Jul 2006 17:51:43 -0400 From: Andy Lubel <andy.lubel(a)gtsi.com> Subject: [otrs] Uh oh! /opt/otrs/Kernel/System/DB.pm line 219 To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <C0D995AF.106A%andy.lubel(a)gtsi.com> Content-Type: text/plain; charset="US-ASCII" What is the correct fix for this? I have a couple other systems but my management has asked for mysql5 testing. Is there a bug with DBI or the interaction of this perl script with mysql5? DBI::db=HASH(0x1a8a56c)->disconnect invalidates 1 active statement handle (either destroy statement handles or call finish on them before disconnecting) at /opt/otrs/Kernel/System/DB.pm line 219, <DATA> line 225. OTRS 2.0.4 (tarball) Mysql 5.0.22 (binary from mysql.com) Mac OSX 10.4.7 SERVER Fink (Latest) Developer Tools (latest) Any help would be great! ------------------------------ Message: 7 Date: Tue, 11 Jul 2006 17:54:44 -0400 From: "s taylor" <staylor00(a)hotmail.com> Subject: RE: [otrs] Uh oh! /opt/otrs/Kernel/System/DB.pm line 219 To: otrs(a)otrs.org Message-ID: <BAY104-F30034669100E961995519CA1680(a)phx.gbl> Content-Type: text/plain; format=flowed See Bug# 1231 for attachment and comments. HTH. ============================= >From: Andy Lubel <andy.lubel(a)gtsi.com> >Reply-To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> >To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> >Subject: [otrs] Uh oh! /opt/otrs/Kernel/System/DB.pm line 219 >Date: Tue, 11 Jul 2006 17:51:43 -0400 > >What is the correct fix for this? I have a couple other systems but my >management has asked for mysql5 testing. Is there a bug with DBI or the >interaction of this perl script with mysql5? > >DBI::db=HASH(0x1a8a56c)->disconnect invalidates 1 active statement handle >(either destroy statement handles or call finish on them before >disconnecting) at /opt/otrs/Kernel/System/DB.pm line 219, <DATA> line 225. > >OTRS 2.0.4 (tarball) >Mysql 5.0.22 (binary from mysql.com) >Mac OSX 10.4.7 SERVER >Fink (Latest) >Developer Tools (latest) > > >Any help would be great! > >_______________________________________________ >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/ ------------------------------ Message: 8 Date: Wed, 12 Jul 2006 00:05:11 +0200 From: jtown(a)eml.cc Subject: Re: [otrs] Prevent user reopening a ticket To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <1152655511.17638.265810211(a)webmail.messagingengine.com> Content-Type: text/plain; charset="iso-8859-1" Hi! On Tue, 11 Jul 2006 17:48:15 -0400, "Andy Lubel" <andy.lubel(a)gtsi.com> said: > > > > The main question would be: Can I prevent that a user reopens a closed > > ticket? I'd need that the user could close itself its ticket for the > > case he is able to solve his problem, so I can't simply remove the > > status field from the interface. > Check the Queue Settings for "Follow Up Option" - for what you want, > "reject" may be appropriate. > > Wouldn't that prevent that the user replies to the ticket while is opened? I'd like he could add notes or comments until I've had closed the ticket. Thanks again J ------------------------------ Message: 9 Date: Tue, 11 Jul 2006 21:24:33 -0400 From: "s taylor" <staylor00(a)hotmail.com> Subject: [otrs] How can a CUSTOMER to update their info? To: otrs(a)otrs.org Message-ID: <BAY104-F6623B07A2EDDEE442E3FAA1690(a)phx.gbl> Content-Type: text/plain; format=flowed Hello. Is there a way for a customer to update their info? For example: I've added 'phone' and 'company' fields for "customer.pl". If either change, I'd like for that customer to update it...BUT I want the other fields to be READ-ONLY to the customer. Is this possible? Thanks in advance. ------------------------------ _______________________________________________ otrs mailing list otrs(a)otrs.org http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest, Vol 36, Issue 18 ************************************

1 0

MX Record
by Yosua W 12 Jul '06

12 Jul '06

Please tell me more about MX Record meanings, and its functions. Why, if CheckMxRecord is active (1), cause error (email not send), if the computer only connect to LAN?

1 0

FW: [otrs]Search on FAQ
by Mamakwa M. Sefiri 12 Jul '06

12 Jul '06

I have put in FAQ on the OTRS on when I try to search it does not give any results Please advise _____ From: Mamakwa M. Sefiri Sent: 10 July 2006 04:10 PM To: User questions and discussions about OTRS.org Subject: [otrs] FAQ Please advice, I can't search on FAQ Thanks MAmakwa _______________________________________________ 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/

1 0

How can a CUSTOMER to update their info?
by s taylor 12 Jul '06

12 Jul '06

Hello. Is there a way for a customer to update their info? For example: I've added 'phone' and 'company' fields for "customer.pl". If either change, I'd like for that customer to update it...BUT I want the other fields to be READ-ONLY to the customer. Is this possible? Thanks in advance.

1 0

Debugging OTRS
by Braun Brelin 11 Jul '06

11 Jul '06

Hello all, Is there a way of using the Perl debugger with OTRS? Adding the -d switch to the first line in index.pl doesn't seem to work. I'm trying to fix a bug in OTRS but just using print statements is really slowing me down. Braun

6 13

How to CONVERT 'customers' into 'agents' or 'admins'?
by s taylor 11 Jul '06

11 Jul '06

Hello. 1) How to convert 'customers' (signed up via customer.pl) into 'agents' (move them into the 'users' table)? I'd like to find a way to have prospective agents to signup themselves with the info provided in my customized 'customer.pl' form and then I, as superadmin, give them full agent permissions. I would also want all of their prior E-mail ticket correspondence history to go with them with the move. 2) What significance is the 'ro/rw' in the 'Admin Group' or 'FAQ Group' or 'Stats Group' or 'Users Group' when "CustomerGroupSupport" is activated? If 'ro/rw' is checked for the 'Admin Group', would they be able to login via the index.pl form? If so, what activities would they be able to do? Do folks really put those signed up via the customer.pl form into the 'Admin Group' shown in "CustomerGroupSupport" without first making them full-fledged agents? If so, for what purpose or scenario? What functions/activities can they really do with those limited permissions? Thanks in advance.

1 1

How to MAP a drop-down box for 'customer.pl'?
by s taylor 11 Jul '06

11 Jul '06

Hello. How can I map a drop-down box for 'customer.pl'? FROM: ==== <input type="text" name="state" value="$QData{"UserState"}" size="2" maxlength="2"> TO: === <select name="state" size=1 maxlength=40 width=15> <option VALUE="" selected>Select a State <option VALUE="AL">Alabama <option VALUE="AK">Alaska <option VALUE="AZ">Arizona etc. How to incorporate this: ~~~~~~~~~~` value="$QData{"UserState"}" ~~~~~~~~~~` which is used in the <input...> statement??? Thanks in advance.

2 2

Clarification required about Internal Note, External Note and Note Report
by Prafulla Kumar H.S. 11 Jul '06

11 Jul '06

Hi, 1. While closing a call there is an option for selecting Internal Note, External Note and Report. I am not able understand exactly how to make use of this functionality. I request some to tell me about the difference between each one of them. 2. After closing a ticket, is it possible to send the contents recorded in "text area" of closing ticket menu to requester, agent and queue owner. Regards, Prafulla Kumar

2 1