July 2007 - otrs - OTRS mailing lists

Re: [otrs] Software error
by Gerhard Weber 02 Jul '07

02 Jul '07

Hi, we encountered the same problem at a new installation. the simple solution: We just deleted the new files (version 659) and copied the old .pm files. voila - it worked again. > unshift gives me the same result ... No luck ... Stil lthe same error message. > (the code with the warn statements does not give me any output ...) you need the check your apache error log. greetings, gerhard -------------------------------------------- Thus spake the master programmer: "Though a program be but three lines long, someday it will have to be maintained." Gerhard Weber Systementwicklung --- Computer Manufaktur GmbH Reichenberger Str. 36 10999 Berlin Tel: +49 (30) 2124 895-0 Fax: +49 (30) 2124 895-40 g.weber(a)computer-manufaktur.de www.computer-manufaktur.de Geschäftsführer: Christian Gehrke Amtsgericht Berlin Charlottenburg HRB 75 996

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Ticket dispatching to owner locks ticket
by Marcus Dennis 02 Jul '07

02 Jul '07

We're still in an evaluation phase, looking at ways to use the software effectively. One of the things we're trying to do is to work out a procedure for dispatching new tickets that come in. All new tickets have an owner of root@localhost. When I dispatch these tickets, I would sometimes change the owner to the particular IT person likely to be responsible for the ticket. However, this makes the ticket become locked, hiding it by default from all other IT persons and preventing it from being moved or changed. Is there a way to control the behavior so that changing the Owner of a ticket doesn't leave the ticket locked to that owner? If there is no option to handle this, can someone point me to the relevant code module where this is handled?

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Changing URL names
by Greg Evans 02 Jul '07

02 Jul '07

I'm open-source Illiterate so bare with me on my silly questions. I plan on using OTRS as an internal help desk for our small company. I don't need the customers to have any functionality with OTRS. I don't know how to change the default agent login from http://localhost/otrs/index.pl to something like Http://www.agenthelpdesk.com. Where Do i make these changes? I don't know jack about apache, but I'm guessing the changes have to happen somewhere in there... Unfortunately, I don't know the first thing about it. I am somewhat familiar with Microsoft IIS so any help on this issue would be greatly appreciated. _________________________________________________________________ Like puzzles? Play free games & earn great prizes. Play Clink now. http://club.live.com/clink.aspx?icid=clink_hotmailtextlink2

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problem with preventing the customer from changing state of the ticket
by Mirosław Baran 02 Jul '07

02 Jul '07

Dear list, I'm playing with test installation of OTRS. Most things work as advertised, but I have one problem I cannot find a solution to... (I did read TFMs and am fairly sure, that this was not on the list). To the problem: I'd like to stop the customer from changing the ticket state after it was moved to queue to which that customer has read only access (via group access) I've enabled customer groups, the customer is a member of the specified group with ro access, the queue belongs to the specified group. The behaviour is the same in in 2.1.7 and in 2.2 beta (the platform is Debian, both installations from packages, the latter is the experimental package rebuilt for etch). Did anyone encounter such a problem? Best regards Miroslaw Baran

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Howto receive email notifications?
by Rui Lopes 02 Jul '07

02 Jul '07

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi, I'm installing OTRS for the first time (using 2.2.0rc1), and so far its been a nice experience! I have a question, though... How can I receive notifications (an email) when a ticket (either by email, or custumer.pl) is created or when a customer sends a follow up? I though this was a matter of setting the following user preferences to "Yes": New ticket notification Follow up notification But it didn't do the trick, what I'm missing? I see no errors on the log, so I'm a bit loss here. BTW, is there an IRC channel about OTRS? TIA! Best regards, Rui Lopes -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.7 (MingW32) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFGhSBag6ss8INEYd4RAtaeAKCfGcIMplXMnBg2dJe/33es5LkrGACgg7o6 nTt7o+97mZtnIFL1XkZPbX4= =E6kR -----END PGP SIGNATURE-----

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Survey Package in OTRS
by Angella Ford 01 Jul '07

01 Jul '07

In the Package Manager, i have installed the survey package in otrs, my question is how do deploy the survey questionair i setup so others can see/use it????? _________________________________________________________________ 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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