December 2008 - otrs - OTRS mailing lists

Afwezig
by eric.hebben＠handstowork.eu 24 Dec '08

24 Dec '08

Ik ben afwezig van donderdag 24 december 2008 t/m 1 januari 2009. Met vriendelijke groet, Eric Hebben Hans To Work Personeelsdiensten

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agent notification
by Sajit Kalidas 24 Dec '08

24 Dec '08

Hi, How do I setup so that the agents get notified by email when a new ticket is logged? I have got the customer notification ok. I have a queue and a group assigned to the queue. Ideally, I would like to have one person in the group (team leader) notified and then he can assess the ticket and assign it to the appropriate agent. If there is no way to specify one agent to be notified, then I could create a team leader group and an agent group and assign the team leader group to the queue. However, I still need to get the auto-notification working. Please assist. Many thanks Sajit ##################################################################################### This e-mail message has been scanned for Viruses and Content and cleared by MailMarshal #####################################################################################

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ACLs and queue's name charset
by Yasir M. Arsanukaev 24 Dec '08

24 Dec '08

Hello everyone. ACLs are great but I don't get why I can't make these work with queues named in UTF-8 or should they be written using some different charset or approach? Thanks a lot. -- Yasir M. Arsanukaev - IT dept JSC "Amurmetal", Russian Federation phone +7 (4217) 529-576

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Need to Use Short OTRS Web URL--help
by Sabeer Ahamed 23 Dec '08

23 Dec '08

Hi All I need to give a short url When I type http://support.helpdesk.com This should be redirected to http://localhost/otrs/index.pl How to redirect and acheive this in apache windows 2003 Server Regards Sabeer

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Disable module manually?
by Machiel van Veen 23 Dec '08

23 Dec '08

Hi list, How can I disable a module manually? I've loaded a module that broke OTRS and I can't disable it now. It is the AgentInfo module and causes a "Need Template or TemplateFile Param!" error. I have tried removing the agentinfo module completely and I have tried disabeling it in a config file, Kernel/Config/Defaults.pm. I've also restarted OTRS and Apache. Many thanks for any help on this in advance. -- Best regards, Machiel van Veen

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OTRS/CTI integration
by Gabriele D'Andrea 23 Dec '08

23 Dec '08

Hello everybody, I'm interested in the integration of OTRS with a PBX via CTI/TAPI, but I still cannot find any documentation about it. Can anyone give some hints about it? -- Gabriele D'Andrea Tel. +39 085 9431161 . Fax +39 085 9431162 . gabriele.dandrea(a)ecohmedia.com . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ECOH MEDIA S.r.l. Via Milano 32, 21019 Somma Lombardo (VA) . Via F. Fellini 2, 65010 Spoltore (PE) . Italy . www.ecohmedia.com . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Le informazioni contenute in questo messaggio di posta elettronica sono riservate e confidenziali e ne è vietata la diffusione in qualunque modo eseguita. Qualora Lei non fosse la persona a cui il presente messaggio è destinato, La invitiamo ad eliminarlo e a non leggerlo, dandocene gentilmente comunicazione. The information contained in this e-mail and any attachments are confidential and may also privileged. If you are not the named recipient, please notify the sender immediately and do not disclose the contents to another person, use it for any purpose, or store or copy the information in any medium.

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Customer User Management
by Bastnagel James - Sterling 22 Dec '08

22 Dec '08

To Anyone Willing to Help: I have recently become the admin of an OTRS 2.3 System. We use LDAP for Agent & Customer authentication. The issue that I am currently facing is when a customer logs in to see their current open tickets, they are only able to see their ticket if it is assigned to one queue--the queue is called "helpdesk". If the ticket is assigned to any other queue, then the customer cannot see the ticket in "My Tickets" and if they go directly to the ticket using link in email, they are faced with a message "No Permission!" While in my logs, I get the following: Tue Dec 16 10:52:44 2008 notice OTRS-CGI-10 Permission denied (UserID: tuser 'ro' on TicketID: 203)! Tue Dec 16 10:25:57 2008 notice OTRS-CGI-10 Permission denied (UserID: tuser 'ro' on TicketID: 203)! Tue Dec 16 10:25:42 2008 notice OTRS-CGI-10 Permission denied (UserID: tuser 'ro' on TicketID: 203)! Tue Dec 16 10:22:06 2008 notice OTRS-CGI-10 Permission denied (UserID: tuser 'ro' on TicketID: 203)! Tue Dec 16 10:22:03 2008 notice OTRS-CGI-10 Permission denied (UserID: tuser 'ro' on TicketID: 203)! Tue Dec 16 10:21:37 2008 notice OTRS-CGI-10 Permission denied (UserID: tuser 'ro' on TicketID: 203)! What additional information can I provide to help in troubleshooting this? Thanks, James This message is intended only for the addressee and may contain information that is confidential or privileged. Unauthorized use is strictly prohibited and may be unlawful. If you are not the intended recipient, or the person responsible for delivering to the intended recipient, you should not read, copy, disclose or otherwise use this message, except for the purpose of delivery to the addressee. If you have received this email in error, please delete and advise the IT Help Desk at olympic.help.desk(a)sterlingplans.com immediately.

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Local Repository
by sol sol 22 Dec '08

22 Dec '08

Hi, were c

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Changing Agent Ticket Search template
by bis 22 Dec '08

22 Dec '08

Dear fellow members of the OTRS community I am trying to change the search template for agents ("/otrs/index.pl?Action=AgentTicketSearch") but I am not sure which file I need to change. I just want to delete some text fields and move a few fields around. Can I make the changes from the graphical configuration frontend or do I need to change a ".pm" file? Many thanks in advance Bis

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Unable to respond via email
by Paul Stewart 22 Dec '08

22 Dec '08

Hi there.. New user to OTRS - have the system up and running... I know I'm missing something obvious here, and after reading the docs must have missed something ;) Have setup a queue and can get a test email to showup in the system but cannot respond via email. The queue has a proper email address associated to it, but only option to respond is via phone. What am I missing? Best regards, Paul Stewart

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