August 2007 - otrs - OTRS mailing lists

Re: [otrs] Deactivating Telephone tickets + standard status after ticket anwer
by Markus Uelzer 14 Aug '07

14 Aug '07

Hi Andy! Thansk for your fast response. More or less I am aware that I can find this functions somewhere in the Sysconfig. But i have 0 Idea where exactly. I'm clicking through all points here since about 30 minutes, but no clue so far :( Thanks :) *Von:* "User questions and discussions about OTRS.org" <OTRS(a)OTRS.ORG> *Gesendet:* 14.08.07 18:41:55 *An:* "User questions and discussions about OTRS.org" <OTRS(a)OTRS.ORG> *Betreff:* Re: [otrs] Deactivating Telephone tickets + standard status after ticket anwer Check sysconfig for removing menu items. Its really easy once you locate it :) For the default ticket status I think its also in sysconfig for default ticket state. HTH, Andy Lubel On 8/14/07 12:25 PM, "Markus Uelzer" <Markus-Uelzer(a)web.de> wrote: Hello folks, 2 things that i haven't figutred out so far by using the documentation. Telephone: Since our agents do not give telephone support the "Telephone Ticket" button in the Top bar, as well as the link "Call customer" right to every ticket is more or less useless. Can I deactivate those 2 functions somehow without editing 100000 files? The second one. Is it possible to set the default ticket status to "closed" as soon as an angent answers the ticket? Of course there is the dropdown when answering a ticket, but it would be great, if the agent has not to choose "close" for every answer he gives. Many thanks in advance! 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]* <http://www.pc-sicherheit.web.de/startseite/?mc=022220> [http://www.pc-sicherheit.web.de/startseite/?mc=022220] _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ [http://otrs.org/] Archive: http://lists.otrs.org/pipermail/otrs [http://lists.otrs.org/pipermail/otrs] To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs [http://lists.otrs.org/cgi-bin/listinfo/otrs] Support or consulting for your OTRS system? => http://www.otrs.com/ [http://www.otrs.com/] - _______________________________________________OTRS mailing list: otrs - Webpage: http://otrs.org/Archive: http://lists.otrs.org/pipermail/otrsTo unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrsSupport 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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OTRS Install headache
by touraman traore 14 Aug '07

14 Aug '07

All, I need help installing OTRS 2.2.2 on FC4, Apache 2 and MySQL 4. I tried everything, but i could not pass this error: Software error: Permission denied at /opt/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 81, <PRODUCT> line 4. Your help will be appreciated.

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Deactivating Telephone tickets + standard status after ticket anwer
by Markus Uelzer 14 Aug '07

14 Aug '07

Hello folks, 2 things that i haven't figutred out so far by using the documentation. Telephone: Since our agents do not give telephone support the "Telephone Ticket" button in the Top bar, as well as the link "Call customer" right to every ticket is more or less useless. Can I deactivate those 2 functions somehow without editing 100000 files? The second one. Is it possible to set the default ticket status to "closed" as soon as an angent answers the ticket? Of course there is the dropdown when answering a ticket, but it would be great, if the agent has not to choose "close" for every answer he gives. Many thanks in advance! 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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How to set permissions on queues.
by Andrej Šimko 14 Aug '07

14 Aug '07

Hello list! I need to setup permissions for Customer Users to view only queues on which this user has permissions. For example when a Customer login to the interface and want to write a new ticket in the drop down menu to whom is he writing can see all off my queues, and I need to seperate this for only queues on which he has permissions. Is it possible? If yes where can I setup this? Thank you very much Andy

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CustomerCompanySupport
by Laurent Minost 13 Aug '07

13 Aug '07

Hi again, Anyone who have some informations about this feature CustomerCompanySupport, I can't find any well documented information about it, just these two lines on Defaults.pm : # # use customer company support (reference to company, See CustomerCompany settings) # CustomerCompanySupport => 1, When I enabled it, I can see that two drop down menus are displayed rather than two text boxes under Customer User management panel allowing me to easily select the CustomerID and CustomerIDs, so a good feature but I would like to have more details about this feature. Does it have an impact on other things somewhere ? Same interrogation concerning CustomerIDs drop down menu, is it possible to have it displayed multiple times to allow select of 1 main ID (CustomerID) and more than one CustomerIDs ? That would be a little bit easyly managed rather than using text boxes with ; separated values like "B;C;" ... ? Thanks by advance for your answers, Best regards. Laurent MINOST

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Re: [otrs] Multiple email addresses for only one customer
by Laurent Minost 13 Aug '07

13 Aug '07

Hi Nils, First, thanks for your answer. We're already using Customer Companies with CompanyTickets (users belonging to a Company are having all the same CustomerID that is the one of the CustomerCompany) but the problem is already present because on the Customer Frontend, customers are logging in with their Username and so in the case described before the real physical customer user is having two distinct accounts in OTRS because of his different email address. What I'm trying to achieve is to unify these two accounts simply by allocating two email adresses belonging to the user into a single OTRS customer account which will finally lead me to a single username for the customer on the Customer Frontend ... I also need to check on OTRS source how the check for an existing Customer User is done for incoming email messages ( I think it's based on source email address from customer_user SQL table), maybe it would be possible to modify code to have it check on many new SQL email fields rather than only the email one ? Do you already know this please ? Best regards, Laurent Le vendredi 10 août 2007 à 15:24 +0200, Nils Breunese (Lemonbit) a écrit : > Laurent Minost wrote: > > > I would like to have your ideas about this problem : is it possible > > through any tricks or directly ( I doubt :o) ) to manage more than > > one email address for a customer under OTRS ? > > > > We're currently managing a lot of tickets coming from different > > companies and so on : many differents end-users belonging to these > > companies. > > I noticed that a lot of these end users are having different domain- > > aliased emails in such form : > > > > UserA1 (email = user1(a)domainA.com) > > UserA2 (email = user2(a)domainA.com) > > ... > > > > UserB1 (email = user1(a)domainB.com) > > ... > > > > If we check further we can notice that UserA1 and UserB1 are the > > same one (same Company but with several domain names) but this user > > is identified by OTRS as two differents users because of changing > > of his email adress. > > So is it possible to add a multiple email address support to > > Customer Users that would "solve" this problem because we will be > > able to map all existing email addresses for a user to the real > > OTRS customer ? > > If someone already do that or have some ideas on how to implement > > this, I would be glad to have your points of view :o) > > If you give users belonging to the same company the same CustomerID I > believe your problem is solved. I know, it sounds a little strange to > give multiple customers the same ID, but that's the way OTRS knows > you want them to belong to the same company. > > 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/ _______________________________________________ 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/

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Re: [otrs] Multiple email addresses for only one customer
by Nils Breunese (Lemonbit) 13 Aug '07

13 Aug '07

Laurent Minost wrote: > I would like to have your ideas about this problem : is it possible > through any tricks or directly ( I doubt :o) ) to manage more than > one email address for a customer under OTRS ? > > We're currently managing a lot of tickets coming from different > companies and so on : many differents end-users belonging to these > companies. > I noticed that a lot of these end users are having different domain- > aliased emails in such form : > > UserA1 (email = user1(a)domainA.com) > UserA2 (email = user2(a)domainA.com) > ... > > UserB1 (email = user1(a)domainB.com) > ... > > If we check further we can notice that UserA1 and UserB1 are the > same one (same Company but with several domain names) but this user > is identified by OTRS as two differents users because of changing > of his email adress. > So is it possible to add a multiple email address support to > Customer Users that would "solve" this problem because we will be > able to map all existing email addresses for a user to the real > OTRS customer ? > If someone already do that or have some ideas on how to implement > this, I would be glad to have your points of view :o) If you give users belonging to the same company the same CustomerID I believe your problem is solved. I know, it sounds a little strange to give multiple customers the same ID, but that's the way OTRS knows you want them to belong to the same company. 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/

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Answers and FAQ
by Laurent Minost 13 Aug '07

13 Aug '07

Hi, Wondering if there is a way in OTRS to create a FAQ entry from an answer done for a customer please (through the Agent Ticket answer panel or others ways) ? Thanks by advance for your replies. Best regards, Laurent

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Multiple email addresses for only one customer
by Laurent Minost 13 Aug '07

13 Aug '07

Något du skall ha? ..//Magnus Hi everyone, I would like to have your ideas about this problem : is it possible through any tricks or directly ( I doubt :o) ) to manage more than one email address for a customer under OTRS ? We're currently managing a lot of tickets coming from different companies and so on : many differents end-users belonging to these companies. I noticed that a lot of these end users are having different domain-aliased emails in such form : UserA1 (email = user1(a)domainA.com) UserA2 (email = user2(a)domainA.com) ... UserB1 (email = user1(a)domainB.com) ... If we check further we can notice that UserA1 and UserB1 are the same one (same Company but with several domain names) but this user is identified by OTRS as two differents users because of changing of his email adress. So is it possible to add a multiple email address support to Customer Users that would "solve" this problem because we will be able to map all existing email addresses for a user to the real OTRS customer ? If someone already do that or have some ideas on how to implement this, I would be glad to have your points of view :o) Thanks by advance, Best regards, Laurent MINOST _______________________________________________ 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/

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Problem When reply a ticket after upgdrade 2.0.3 to 2.2.1
by Carlos A Cardona Gomez 13 Aug '07

13 Aug '07

Hello, I just upgraded OTRS from versión 2.0.3 to 2.2.1, but I can't replay a ticket because I get the Mensaje: You need permissions!. I even created a new user, gave it all permissions, assigned all the queues but still can't reply a Ticket. I looked on the mail list.... And I found a similar topic, but didn't help my case.... Any ideas of what could be happening? I did a meticulous comparison between my installation of otrs 2.2.1 and a well working one of otrs 2.0.3. I changed the owners and permissions of ALL otrs files and directories that were not the same as the 2.0.3 version. But nothing changed. I still have the "You need permissions!" message. Any other idea? Thanks in advance Carlos Andrés Cardona | Analista de Informática | Centro de Tecnologías de Información y Comunicación Universidad Pontificia Bolivariana | Circular 1 No. 70-01, Bloque 9 Of.210. | Medellín, COLOMBIA Tel: +57(4)415 90 06 | Ext. 7411 carlos.cardona(a)upb.edu.co <mailto:carlos.cardona@upb.edu.co> | www.upb.edu.co <http://www.upb.edu.co/>

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