January 2008 - otrs - OTRS mailing lists

Customer can not view tickets - My Tickets
by Tina Kerr 18 Jan '08

18 Jan '08

Powered by OTRS 2.2.4 <http://otrs.org/> When I am logged in as a customer, I am unable to view any tickets from My Tickets or Company Tickets. I know this question has been posted previously, http://lists.otrs.org/pipermail/otrs/2006-July/011838.html But I am unable to find a thread to the resolution. Please Help, Thanks! Tina Kerr Manager, Production Support Office: 214-618-9540 Fax: 303-635-2005 Mobile: 303-884-0058 tkerr(a)calpont.com <mailto:tkerr@calpont.com> +++++CONFIDENTIALITY NOTICE+++++ The information in this email may be confidential and/or privileged. This email is intended to be reviewed by only the individual or organization named above. If you are not the intended recipient or an authorized representative of the intended recipient, you are hereby notified that any review, dissemination or copying of this email and its attachments, if any, or the information contained here in is prohibited. If you have received this email in error, please immediately notify the sender by return email and delete this email from your system.

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Deleting Stats
by Vince Deli 18 Jan '08

18 Jan '08

In testing the stats, I generated a test and submitted before I had completed. The report shows in the Overview page with a Stat# but when I click on it I get an error message: Software error:Illegal division by zero at ../..//Kernel/System/Stats.pm line 1581. I would like to be able to delete the stat report. Does someone know how to do this?Thanks in advance. _________________________________________________________________ Put your friends on the big screen with Windows Vista® + Windows Live™. http://www.microsoft.com/windows/shop/specialoffers.mspx?ocid=TXT_TAGLM_CPC…

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Re: [otrs] Company - Customers relation.
by Fabio Paracchini 18 Jan '08

18 Jan '08

Hi Sveinung, I hopefully can enlight you on question 4 (Time units): you can extract that info from table time_accounting, and join it with ticket and customer_company, like this: select customer_company.name as "Customer", sum(time_unit) as "Total time spent" from ticket, customer_company, time_accounting where customer_company.customer_id = ticket.customer_id and time_accounting.ticket_id = ticket.id group by customer_company.name; Of course you have to set in OTRS the relations between customer users and customer company and assign the customer user for each ticket. Regards Fabio AVVISO DI RISERVATEZZA: questo messaggio ed i suoi allegati possono contenere informazioni riservate. Se avete ricevuto il messaggio per errore, vi informiamo che ogni utilizzo del suo contenuto e' proibito, pertanto, per cortesia, provvedete a cancellarlo ed informate immediatamente il mittente. CONFIDENTIALITY NOTICE: this message and its attachments may contain confidential information. If you have received this message by mistake, be informed that any use of the content hereof is prohibited, therefore, please inform immediately the sender and delete the message, immediately.

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Email Creates new ticket and updates an existing ticket
by Brett Wells 18 Jan '08

18 Jan '08

The problem that I'm having is this. A user creates a ticket via the web interface then gets a email confirmation and then replies to the email which updates the existing ticket in the system but also creates a new ticket. I need to find a way to make the system not create a new ticket on follow up emails from existing tickets. Thanks, Brett

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Reject emails without ticket ID
by Marek Kędzierski 18 Jan '08

18 Jan '08

Hi I would like to create rule to create auto-reply to my customers which write emails to support@... without ticket ID.. PostMaster::PreFilterModule###3-NewTicketReject: has ability to add only one "From" but I want to add few rules for example '@customer1.com', '@customer2.com' etc.. What is the best way to create autoreply message which bu only use with specific emails ? thans for any info marekk

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RE: [otrs] Installation problem ?
by Lars Jørgensen 18 Jan '08

18 Jan '08

> If the Fedora package is not working for you, you might want > to file a bug in Fedora's bug tracker. The current version of OTRS is 2.2.4, I > believe Fedora 7 has 2.1.5. There are RPMs available on otrs.org. Let me sugggest a manual installation. I did it with absolutely no OTRS experience just by following the instructions on otrs.org. This way you'll be running the latest release and you end up knowing a little bit about OTRS in the process. I installed it on a Debian stable if that's any help for you. -- Lars

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Create duplicate ticket due to many cliks in create button
by Antonio Sarmiento 17 Jan '08

17 Jan '08

Today we create duplicate ticket due to many cliks in create button in phone ticket frontend How can we avoid that ?? It was in win32 2.2.4

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Re: otrs Digest, Vol 54, Issue 42
by Gary Sedgwick 17 Jan '08

17 Jan '08

Hi Michael, > Could this be better done with some advanced ACL's and groupings in OTRS? > ie. > one admin (you) to group agents, customers, etc into specific groups so no > one > group can see another with permission. That sounds as if it's some way there... I can't really comment as I am completely new to OTRS, I've installed it on a test server, but wanted to sort out any virtual site issues before going much further. The thing that concerns me is if the OTRS sites themselves would function correctly. If say I provided hosting on my server to numerous clients (each with their own domain), I might want to provide an OTRS instance for each of them, and it would be important that it would appear to each that it was being provided under the own domain. I suppose it would be possible that all domains would route to the same OTRS install (e.g. www.xxx.com/otrs and www.yyy.com/otrs would go to the same install), and who the user logs in as would determine which "instance" they would see. Much the same way I have Squirrelmail set up on my server. I wonder though whether you need individual OTRS configs though - I haven't played with OTRS properly at all yet! Also, I don't know if OTRS can be "skinned" or if this is something people might want in future (I can imagine virtual sites wanting their own look & feel), but I think that would require something more advanced. I'll give what you suggest a go i.e. see if I can set up the appropriate ACLs/groupings. It would be nice to have this documented as a use case - I'll see if I can, but my time is about to become extremely limited... > > I use software which does this for mail filtering etc and it works fine. > My > guess is a little OTRS coding will need to take place to support such a > thing > though. Personally I'd like to see it happen as I could use that type of > functionality. > > Regards, > > Michael. >

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statistic - tickets which have not been locked yet
by Gabriella Asprella Libonati 17 Jan '08

17 Jan '08

Hiya I've been trying to setup a statistic tpl to show, for all the different queues, the number of tickets which are not being owned currently (that's the ticket that no one currently is locking). Any hints on how to get this working? Thanks, danke :) --gabi

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Migrating from win32 to suse 10.2
by Antonio Sarmiento 17 Jan '08

17 Jan '08

Hi, Due to the list recomendation and unsolved windows problems i'm migrating to suse 10.2 Is possible to copy mysql db ?? Is possible to copy otrs config files? I'm using otrs 2.2.4 who has experience in something like this or give me some tips Thanks Antonio

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