August 2007 - otrs - OTRS mailing lists

ticketc owend by admin not queue agent
by Alan McKeown 20 Aug '07

20 Aug '07

hello, I have a customer creating tickets which go to the correct queue. I have an agent who has the queue in his group set-up however the new ticket is owned by 'administrator' and not the queue agent. Please can some help with this? regards Alan -- This message has been scanned for viruses and dangerous content by JoraPh Consulting Ltd (Server #1), and is believed to be clean.

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Special characters
by Dan King 20 Aug '07

20 Aug '07

I emailed this problem a few weeks ago. It relates to special characters being saved in the database from the application. Whenever it saves special characters, such as é and so on somewhere along the line it is converted to a question mark. I have done extensive investigation to fix this problem but have fallen short on fixing it for OTRS. Attempts to narrow down where the conversion from an 'é' to a '?' has given me the thought that it is happening somewhere within the OTRS system or on an agents computer or web browser. This is due to being able to successfully insert a 'é' into the database using sqlplus and successfully being able to select that data from the database using sqlplus. I also wrote a perl test script that would insert a special character into the database and then read and display the results. It was able to do this successfully. As far as I can tell the data should be in iso-8859-1 character set all throughout the process from being typed in at the browser, to being placed in a perl variable, inserting it into the database and then selecting it from the database. If anyone has any ideas on what I can do to solve my issue or have any questions that can clarify my problem please send me an email. Thank you for the help. Dan King Software Developer Canadian Resident Matching Service 613.237.0075 ext. 241 (Toll free) 877.CARMS.42 171 Nepean Street, Suite 300 Ottawa, ON, CAN K2P 0B4 www.carms.ca <http://www.carms.ca> ------------------------------------------------------------------------------------ This e-mail message, including any attachments, is for the sole use of the intended recipients and may contain confidential and or privileged information. If you are not the intended recipient or this information has been forwarded in error, please contact the sender by reply e-mail and destroy copies of the original message. Ce message (incluant toute pièce jointe) s'adresse uniquement au(x) destinataire(s) prévu(s) ou à une personne autorisée à le recevoir en son (leur) nom. Il pourrait contenir des renseignements confidentiels ou protégés. Si vous l'avez reçu par erreur, nous vous prions d'en informer l'auteur dans les meilleurs délais, de ne pas divulguer son contenu et de le supprimer de votre système. Merci.

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Customer Ticket Overview
by Andrey Feldman 20 Aug '07

20 Aug '07

Hi all. Little problem with Customer interface. I configure "CustomerPanelOwnSelection" and set 2 queues(Q1 and Q2) to be visible from customer inteface(actualy i just add another one queue - Q2), when i create ticket i saw all 2 queues(can choise it), but if ticket goes to Q2 it disappears, and i cant find it. But, if ticket goes back to Q1 - it appears. Maybe i miss some configure? Version: 2.1.7 Thanks! -- Best regards , Andrey Feldman

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How to sign answers?
by Philippe GURRET 20 Aug '07

20 Aug '07

Hi, I have configured otrs to be able to sign in a MIME format. When i compose a new message, I'm able to sign it without any problems. When I want to transfer a message, I still can sign it but unfortunately when I answer to a message, my messages are not signed and I didn't find any way to sign it. Is there a way to do so ? Will it be included in a next release ? Thanks a lot for your answer. Philippe

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LDAP filter for AD
by Dummy cerberus 20 Aug '07

20 Aug '07

Hello, I would like to exclude objects from my Active Directory whose DN has the string "NOOPEN" from being taken into account as customers... I have written the following directives at Config.pm: ... $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'}='(!(dn=*NOOPEN*))'; ... $Self->{CustomerUser}={ ... AlwaysFilter=>'(!(dn=*NOOPEN*))' ... But it doesn't work... what is wrong with this filter?

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Re: [otrs] Setting queue for ticket when composing answer
by Markus Uelzer 18 Aug '07

18 Aug '07

Hi all, Got it, was mor ethan easy, thanks again for the tips! Config Options: Ticket -> Core::TicketFreeText I defined Freekey and Freetext here Ticket::Frontend::AgentTicketCompose###TicketFreeText: I enable the Freekay1 here. So the agents can now simply set the Category when answering a mail. Many thanks again! *Von:* "User questions and discussions about OTRS.org" <OTRS(a)OTRS.ORG> *Gesendet:* 18.08.07 00:19:20 *An:* "User questions and discussions about OTRS.org" <OTRS(a)OTRS.ORG> *Betreff:* Re: [otrs] Setting queue for ticket when composing answer Markus Uelzer wrote: > I haven't taken a look to the Stats function, but is it also > possible to use those freetext fields with the stats? > Because our reportings have to include those subcategories (type of > problem) I think so. Stats queries are just SQL queries on the OTRS database and the freetext fields are also in the database. You might have to write some custom queries though or tweak the existing ones. > If so, can anyone give me a short advice how to set them up? I haven't used those fields yet, but searching this list's archives might give you some clues. Nils Breunese. _______________________________________________ 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 or consulting for your OTRS system? => http://www.otrs.com/ Jetzt neu! Schützen Sie Ihren PC mit McAfee und WEB.DE. 3 Monate kostenlos testen. *http://www.pc-sicherheit.web.de/startseite/?mc=022220* [http://www.pc-sicherheit.web.de/startseite/?mc=022220]

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bulk close for all tickets in queue
by Jenkins, Robert 17 Aug '07

17 Aug '07

Hi all, Newb user here.. We have a particular queue that has about 500 open tickets left over from a beta project. Is there a simple way to batch close all ticketes in this queue in one action? We are running ver 2.1.2 Thanks! rob

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Re: [otrs] Setting queue for ticket when composing answer
by Markus Uelzer 17 Aug '07

17 Aug '07

Hey Nils! Thank you for the answer! I haven't taken a look to the Stats function, but is it also possible to use those freetext fields with the stats? Because our reportings have to include those subcategories (type of problem) If so, can anyone give me a short advice how to set them up? many thanks again! *Von:* "User questions and discussions about OTRS.org" <OTRS(a)OTRS.ORG> *Gesendet:* 17.08.07 17:21:58 *An:* "User questions and discussions about OTRS.org" <OTRS(a)OTRS.ORG> *Betreff:* Re: [otrs] Setting queue for ticket when composing answer Markus Uelzer wrote: > Would it be possible to set the "final" queue when composing an > answer? So the agent can simply en ter a product queue, composing > his answer and at the same time he would be able to set the last > category. > > > Do you have any suggestions or hints how this could be performed? Then you wouldn't really be using a 'Problem type' queue as all agents are apparently working on the same queue. It might be handier to use a freetext field with a dropdown so the agent can specify the problem type in that way. We don't use freetext fields, but I believe it should be possible to do it this way. Nils Breunese. _______________________________________________ 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 or consulting for your OTRS system? => http://www.otrs.com/ Jetzt neu! Schützen Sie Ihren PC mit McAfee und WEB.DE. 3 Monate kostenlos testen. *http://www.pc-sicherheit.web.de/startseite/?mc=022220* [http://www.pc-sicherheit.web.de/startseite/?mc=022220]

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Customer Database Connection: Email?
by Peter Beckman 17 Aug '07

17 Aug '07

So I've got the backend customer database thing working in OTRS, nice. Unfortunately, in the http-link in the Mapping I don't know what other $Data{'variables'} are available other than CustomerID. I also don't know how to set the customerID as the email address from the DB, which is my unique ID as well as login. Can I set CustomerID to the email address, or can I access the email address from the ticket or the Customer within OTRS so I can pass the email address back to OTRS to get the customer history in a single click? My current config: $Self->{CustomerUser} = { Name => 'Company', Module => 'Kernel::System::CustomerUser::DB', Params => { DSN => 'DBI:mysql:database=mydb;host=myhost', User => 'otrs', Password => 'xxx', Table => 'users', }, # customer uniq id CustomerKey => 'email', # customer # CustomerID => 'email', CustomerUserListFields => ['email','fn', 'ln', 'id'], CustomerUserSearchFields => ['email', 'ln', 'id', 'fn'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['email'], CustomerUserNameFields => ['fn','ln'], CustomerUserEmailUniqCheck => 1, # just a read only source ReadOnly => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserFirstname', 'Name', 'concat(fn," ",ln)', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Search Tickets', 'email', 1, 1, 'var', '$Env{"CGIHandle"}?Action=AgentTicketSearch&Subaction=Search&From=$Data{"CustomerID"}', 0 ], [ 'UserCustomerID', 'Admin ID', 'id', 1, 1, 'var', 'http://myadminsite/?query=$Data{"CustomerID"}', 0 ], [ 'UserLogin', 'Search Tickets', 'email', 0, 1, 'var', '$Env{"CGIHandle"}?Action=AgentTicketSearch&Subaction=Search&From=$Data{"CustomerID"}', 0 ], ], }; --------------------------------------------------------------------------- Peter Beckman Internet Guy beckman(a)angryox.com http://www.angryox.com/ --------------------------------------------------------------------------- ** PLEASE NOTE PurpleCow.com IS NOW AngryOx.com DO NOT USE PurpleCow.com ** ** PurpleCow.com is now owned by City Auto Credit LLC as of May 23, 2007 ** ---------------------------------------------------------------------------

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Setting queue for ticket when composing answer
by Markus Uelzer 17 Aug '07

17 Aug '07

Hello all, Our OTRS installation is now nearly finished. But one problem is left. Since we are using the OTRS stats for our reportings to the HQ, i had to define a large amount of queues and subqueues. At the moment we have the following queue structure: Language -> Product -> Type of Problem Our filters are capable of sorting the incoming mails to the proper language queue and proper product sub-queue, but the last sub-queue (Type of problem) has to be set by our agents themselves. Now my question, since it would mean an additional workload, if agents have to categorize all tickets directly. Would it be possible to set the "final" queue when composing an answer? So the agent can simply enter a product queue, composing his answer and at the same time he would be able to set the last category. Do you have any suggestions or hints how this could be performed? Many thanks! In 5 Schritten zur eigenen Homepage. Jetzt Domain sichern und gestalten! Nur 3,99 EUR/Monat! *http://www.maildomain.web.de/?mc=021114* [http://www.maildomain.web.de/?mc=021114]

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