January 2008 - otrs - OTRS mailing lists

Add agent name/login in message headers
by Cronfy 17 Jan '08

17 Jan '08

Hello, I want to add agent name or login to outgoing messages' headers. This would be very useful along with sendmail_bcc and would make mail filtering much easier. Is it possible? Thanks in advance. -- Cronfy.

1 0

OTRS support for virtual sites
by Gary Sedgwick 17 Jan '08

17 Jan '08

Hi, I'm new to OTRS, and looking at installing it on a CentOS server with Apache (and mod_perl). However, the server is currently hosting numerous websites and e-mail accounts under different domains (i.e. virtual sites), and I would like to provide an OTRS "instance" for each domain. So, for example, foo.com would have a website www.foo.com, and should have its own OTRS "instance" (and associated tickets, users, etc.), whereas bar.com has a website www.bar.com hosted on the same server, and should have its own OTRS "instance". I believe I could achieve this by having multiple installations of OTRS; however, that would then become a nightmare to support with say hundreds of virtual sites running from the same server (an upgrade or patch would have to be applied to hundreds of installations). So what I require is one OTRS installation, with individual config and database for each virtual site. In fact, I don't really mind if there is only one database (this might even be preferable), but the tickets/users etc. of foo.com have to be completely separate (and inaccessible) by bar.com's tickets/users etc. Please could someone advise if this is possible? I have trawled the documentation, web, mailing lists etc. and have not found an answer, let alone any config to achieve it. Thanks in advance, Gary

3 2

RE: [otrs] Ticket/Framework XML
by Lars Jørgensen 17 Jan '08

17 Jan '08

> When you look in the admin web interface under the menu > sysconfig, the > setting should be Key=Activ Content=0. I have confirmed that this > setting will remove the users language preference. It does, but I still get a language selection box on the login screen. How do I remove that? -- Lars

1 0

RE: FW: [otrs] Restrictive Permissions
by Lars Jørgensen 17 Jan '08

17 Jan '08

> where i can find "who doing that" functionality? If you enable StatusView from SysConf you'll get it. Admin -> SysConfig -> Group: Ticket -> Frontend::Agent::ModuleRegistration -> Tick the box next to 'Frontend::Module###AgentTicketStatusView' -> Update It looks like it's basically a predefined search and not as pretty as a ticket view, but the information you need is there and it is easy to sort it. -- Lars

2 1

RE: [otrs] Restrictive Permissions
by Lars Jørgensen 17 Jan '08

17 Jan '08

> By doing this, you loose the functionality of the personal > mailbox. This > is where the agent can monitor all his locked, watched, and peding > tickets, and filter them in a manner which is logical to him or her. I set it up yesterday and finally realized the meaning of locked tickets. Maybe I'm dense but the terminology of locking and unlocking tickets seems a bit off. A lock as understood in common computing terms is the concept of taking a resource and use it exclusively, denying everybody else access. From a technical standpoint I can easily see why this terminology made it into OTRS. From a usability standpoint it is not making sense. An agent should "take" a ticket, not "lock" it. An agent should "release" a ticket, not "unlock" it. Tickets can automatically be "released" by OTRS. "Locked tickets" should be "My tickets" in the agent frontend. Looking through the translation there's not many strings that need to be changed to accomplish this. As I'm using Danish it's no biggie for me to change it for our installation. But before I do I would like to know if I am misunderstanding something fundamental in OTRS? -- Lars

1 0

RE: [otrs] Ticket/Framework XML
by Lars Jørgensen 17 Jan '08

17 Jan '08

> I hadn't actually used the system config page -- I was just > doing it by hand. Be careful with that. If you edit anything in the existing configuration files you'll lose your changes in the next OTRS opgrade. By using SysConfig, OTRS will place your changes in a separate file that can easily be applied after an upgrade. -- Lars

1 0

FW: [otrs] Restrictive Permissions
by Lars Jørgensen 17 Jan '08

17 Jan '08

Sorry, I posted directly to sender. > -----Original Message----- > From: Lars Jørgensen > Sent: Wednesday, January 16, 2008 1:44 PM > To: 'nils(a)lemonbit.nl' > Subject: RE: [otrs] Restrictive Permissions > > > > I would just solve this without setting up separate queues > for Adam > > and Eve. Why not just use one queue and let the supervisor assign > > tickets to either Adam of Eve? > > I have thought of that but I think the supervisor lacks the > visual status of who is doing what. > > By creating a sub-qeueue for each agent it is very easy to > see who has tickets, how many they have, get a nive view of > their workload and so on. > > Would this be just as easy if I only use a Helpdesk queue and > assign ownership of tickets? Would each agent easily be able > to view his own tickets? > > > -- > Lars

3 2

Re: [otrs] OTRS support for virtual sites
by Gary Sedgwick 16 Jan '08

16 Jan '08

Hi Ryan, > I don't see why it wouldn't be possible. > > Copy the otrs directory elsewhere, edit the config (otrs location, database > details) edit apache config.... Thanks for the reply, are you suggesting copying the whole of the otrs installation directory? The problem is I'd want just one copy of the binaries/libraries on the server (to make patches/upgrades easier), but individual config files (and perhaps databases) for each virtual site. I'm quite happy with sorting out the Apache config for multiple OTRS installs, the question is whether it's possible to have OTRS config files decoupled from just the one OTRS installation, and then how to direct Apache to these configs. I had a thought that perhaps this could be done with symbolic links for the binaries/libraries, so that it appears that there are individual complete installs of OTRS on the machine, when in fact they share the same binaries/libraries. But this seems messy, and doen't really fix the problem properly as future upgrades/patches would require maintenance of all the symbolic links for each virtual site. Gary

2 1

Ticket/Framework XML
by Ryan Meyer 16 Jan '08

16 Jan '08

I'm having trouble editing my configuration files. I've read the developers manuals and am following their directions. For example -- I set ConfigItem CustomerPreferencesGroups###Language to Valid="0" Yet the box still displays on my customers' preference page. I removed the ConfigItem completely, also to no avail. Yet these are the only files in the entire OTRS system, including the DB, that seem to have the words "frontend language" in them. Am I missing something completely? Like, do I need to be changing these config options from a perl prompt? Any help is appreciated!

2 2

RE: [otrs] Restrictive Permissions
by Lars Jørgensen 16 Jan '08

16 Jan '08

> Yes. An agent can click 'Locked tickets' in the upper right to get a > list of the tickets he/she is working on. And if you enable > the Status > View module the supervisor can use that to get an overview of who is > working on what. Great, this makes things more simple! I've invalidated all my sub-queues and enabled the status view. Now I'm also beginning to understand the concept of locked tickets :-) -- Lars

1 0