January 2007 - otrs - OTRS mailing lists

installs to non-default directories
by Liz Burke-Scovill 01 Feb '07

01 Feb '07

Has anyone installed OTRS via compile from source to non-default install directories that can answer some questions for me? On or off list? I've been running into some problems, and if we're going to go with OTRS, we would need to address those issues. Thanks! Liz Burke-Scovill -- Imagination is intelligence having fun... fiddledragon(a)gmail.com

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Using Roles in ACL's
by Oleg O. Orlov 01 Feb '07

01 Feb '07

I'm using ACL's (because impossible to define more or less complex rights table without it) I know about using different match properties such Queue, Login, Group_rw Is it possible to use Roles in this descriptions ?

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Gather information on users that need training
by gross＠prival.ca 31 Jan '07

31 Jan '07

We would like to use OTRS for ticket tracking as from my point of view it looks powerful without being overkill, and pretty customizable. Plus, it is open source so that is great.. For one of our clients (we do support for them), we'd like to track all the tickets on OTRS under them as the client, but we would also like a way to record what user of that company placed the ticket in a way that can easily be used for reporting. For example, user John from company ACME calls about 48 times a week because he locked his account. I'd love to be able to run a report for ACME that would show who called the most often in the last quarter for example, so they can easily determine who would benefit the most from additional training for example. What would you suggest I do ? I don't know OTRS much yet and I don't want to steer away from "best practices" because I have a feeling we'll be using it a lot in a year or two, so I don't want to screw anything up from the ground up.. Thanks a lot. -- This message has been scanned for viruses and dangerous content by MailScanner, and is believed to be clean.

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Articel shown in QueueView
by Max Bidlingmaier 31 Jan '07

31 Jan '07

Hi, I wonder if it's possible to get the lastest article in the ticket-history in the queue-view. By default the orginial ticket-text (last customer reply?) is shown there. My agents would like to see the latest article there and if possible also when using the Zoom-Function the latest article should be shown. thanx max -- ------------------------------------------------------------ EasternGraphics - visualize your business Max Bidlingmaier Administration http://www.EasternGraphics.com phone: +49 3677 67820 EasternGraphics GmbH - Albert-Einstein-Strasse 1 - DE-98693 Ilmenau Geschaeftsfuehrer - Ekkehard Beier, Volker Blankenberg, Frank Wicht Amtsgericht Jena - HRB 304052

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Move FreeText-field
by Alexander Scholler 31 Jan '07

31 Jan '07

Hi, I want to move a freetext-field e.g. from 3 to 10 due to modified usage/organization of these fields. Surely, this can simply be done with a sql-update, but I don't like this due to a broken ticket-history. My idea is using a generic-agent-job (not db, via cmd). It's no problem to find the tickets which should get an update, but how do I update the "new" freetext-field with the value of the "old" freetext-field? And ideas? Bye, Alex

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Missing notification to the user
by Luca Martella 31 Jan '07

31 Jan '07

31-01-2007 Hello all! I've a little issue that regards notifications. Our queues are structured as follow: StandardPrograms - FirstSoftware - SecondSoftware SpecialProject1 SpecialProject2 The "SpecialProject1" queue is assigned to a specific user that follow this special project. When a customer posts a ticket into that queue, the user doesn't receive any notification of the new ticket. I've already tested the email relay and it works correctly... Any other idea? Thanks Luca Martella Unilab S.r.l. Development Team luca.martella(a)unilabsrl.it

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Some help needed for groups handling
by Ramziddin Artykov 31 Jan '07

31 Jan '07

Hi folk It is possible a newbie question but anyway I would really if anybody responses this issue. The case: Imagine you have two users: "Writer" and "Sorter" Both of them are in a group "Support-Team". It has a queue called "Questions" The "Writer" has all permissions (ro,rw and etc) for this group, as he should read and answer all customer tickets.The "Sorter" has all but rw (he does not have only this permission) because he only should have rights to move, read, change owner and priority. The Problem: When a customer sends a ticket to "Questions" queue Why only "writer" can see this ticket the "sorter" cannot see it when they are logged into the agent web interface. Can anyone help me with this. Regards. Ramziddin

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No notification when ticket into other queue
by Ramziddin Artykov 31 Jan '07

31 Jan '07

Hi OTRS mailing list users Another notification-related problem is when customer by mistake sends ticket to one queue and user reponsible moves it into appropriate queue the agent of this appropriate queue does not receive a notification into his mail Although I have set *[ Move notification ] Send me a notification if a ticket is moved into one of "My Queues". to "Yes*" this does not help Is there anything else to do. I am looking forward to your assistance.

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No notification to agent from web interface
by Ramziddin Artykov 31 Jan '07

31 Jan '07

Hi OTRS mailing list users I am newbie in this system and i am having some problems with it. The Problem: When customer creates a ticket form web interface the agent that is responsible for this ticket doesn't receive a notification. Things I have tried: Form preferences of this agent I have set *[ New ticket notification ] Send me a notification if there is a new ticket in "My Queues".* to *"YES" *I have also after thew help of Armando De la Re Vega that it is a bug * *no 977 in bugzilla * Bug 977 http://bugs.otrs.org/show_bug.cgi?id=977 "No notification for new ticket from webinterface" * I have done the suggested thing i.e: * * In Kernel/System/Web/InterfaceCustomer.pm you can find the following line: * $Self->{GroupObject} = Kernel::System::CustomerGroup->new(%{$Self}); ** Change it to: $Self->{CustomerGroupObject} = Kernel::System::CustomerGroup->new(%{$Self}); *But that all was useless. May be I should have something else or Is that an inevitable bug of the system * I am looking forward to your help my comrades!!! ** *

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Virtual queues : How to configure or may be feature request
by Oleg O. Orlov 31 Jan '07

31 Jan '07

Can I configure Virtual queue : The queue? which exists? but every message in it just like symlink in Unix - it really exists in real queue but always can be seen in virtual queue, if somebody move it there. It's like ticket watcher but it is system wide. And no limitation for number of such vqueue as like sub-vqueue.

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