December 2008 - otrs - OTRS mailing lists

Question about "My Queue"
by Brian 12 Dec '08

12 Dec '08

I've been searching the mailing list and google for the past few days. Someone has asked this question but never received an answer. So I'm trying to find out if the function of "My Queue" can actually serve a purpose and all tickets owned (aka created) by a user can appear in their "My Queue" this way it is easy which tickets you have taken as an agent from the raw queue. Also I was wondering if there is an option to not lock a ticket after it has been created/moved/edited etc, that it must be manually locked. Thanks, Any help is appreciated!!!

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Debug not working?
by Lukas Barth 12 Dec '08

12 Dec '08

Hi All, I'm having a little trouble with an installation of OTRS2 on Debian etch - especially I'm trying to get my customers' userdata from an Active Directory, and something seems to go wrong there (I get "Panic! No UserData!" on login..) So I thought "Hey, would be a great idea to enable debug!" and I set $Self->{'Debug'} = 5; in Config.pm. Now the first odd thing is that at the actual logging location (I'm using the File-Log) no debug messages appear, I only get lines like these: [Wed Dec 3 10:05:12 2008][Notice][Kernel::System::Auth::LDAP::Auth] User: username (CN=changed,OU=to,OU=protect,DC=the,DC=innocent) authentication ok (REMOTE_ADDR: 172.17.xxx.xxx). [Wed Dec 3 10:05:12 2008][Notice][Kernel::System::User::GetUserData] Panic! No UserData for user: 'username'!!! In my apache's error log I seem to get some debug output, e.g.: Debug: Config.pm ->Get('CGILogPrefix') --> OTRS-CGI Debug: Config.pm ->Get('SystemID') --> 01 Debug: Config.pm ->Get('LogModule') --> Kernel::System::Log::File Debug: Config.pm ->Get('LogModule::LogFile') --> /var/log/otrs/otrs.log Debug: Config.pm ->Get('LogModule::LogFile::Date') --> 0 Error: Config.pm No value for 'LogModule::LogFile::Date' in Config.pm found! ... ... ... Debug: Config.pm ->Get('Frontend::Output::PostFilter') --> Error: Config.pm No value for 'Frontend::Output::PostFilter' in Config.pm found! Debug: Config.pm ->Get('Frontend::Output::PostFilter') --> Error: Config.pm No value for 'Frontend::Output::PostFilter' in Config.pm found! These are the last lines of the debug output. Although there are some errors, these seem not to be critical, since I am able to log in as admin. I actually would expect the debug mode to give me a little debug output on what actually happens, not only on how it was able to load the configuration. Is there something wrong with my debug output? Kind regards, Lukas Barth

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ticket visibility control for customers
by Anton Gubar'kov 12 Dec '08

12 Dec '08

Hello, colleagues, I run a service for several clients i.e. companies. I have a request from one of my clients to provide access control on ticket level among the customers of this client. He would like to be able to assign arbitrary number of Readers (ro rights) and Contributors (rw rights) to every ticket they create. If the customer has neither Reader, nor Contributor right, such customer should not see the ticket in the Company tickets. If the customer has Reader right for the ticket, he is able to see the ticket in the Company tickets If the customer has Contributor right for the ticket, he is able to provide additional information and change status of the ticket as if he were the creator. The creator of the ticket is assigned Contributor right. I suspect that it's a development. Maybe you could direct me to the right modules to look and change. regards, Anton.

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Re: [otrs] otrs Digest, Vol 3, Issue 24
by Gabriel Díaz Diaz 11 Dec '08

11 Dec '08

Hello: The Mod_Perl and apache::DBI is installed. The line is uncomment, but I don't locate the apache instance. Thank you. El 11/12/2008, a las 13:00, otrs-request(a)otrs.org escribió: > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. Re: Help (Anton Gubar'kov) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Thu, 11 Dec 2008 14:29:42 +0300 > From: "Anton Gubar'kov" <anton.gubarkov(a)gmail.com> > Subject: Re: [otrs] Help > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > <957797a60812110329h3367593cj20aabb00f31c7896(a)mail.gmail.com> > Content-Type: text/plain; charset="utf-8" > > Install mod_perl and configure it in your apache instance. -DPERL > apache > option might be enough. > Install Apache::DBI and uncomment line > #Apache::DBI->connect_on_init('DBI:mysql:otrs', 'otrs', 'some-pass'); > in ~otrs/scripts/apache-perl-startup.pl or > ~otrs/scripts/apache2-perl-startup.pl > > Regards, > Anton. > > 2008/12/11 Gabriel D?az <gaby0806(a)gmail.com> > >> Hello: >> >> I need help, because the module of support report three critical >> error: >> >> Apache::DBI >> Apache::DBI should be used to get a better performance (pre establish >> database connections). Critical Apache::Reload >> You should use mod_perl to increase your performance very strong! >> Critical Version >> (mod_perl) >> You should use mod_perl to increase your performance (you really >> should do >> this). Critical >> My S.O. is Fedora 9 >> >> Anyone, Can help me? >> >> Sorry but my english is not good. >> >> Thanks. >> >> >> >> _______________________________________________ >> 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 >> >

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Customer Type Ticket
by Lucio de Aquino Marinho 11 Dec '08

11 Dec '08

Hello to all I need of aid. I need to prevent the customer choose the type of call but I need the option on the screen of the agent. In the Setup screen can I disable the type of ticket, but it disables both the agent and for the customer I tried to acl but without success, someone has succeeded to do that ever Thanks

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Help
by Gabriel Díaz 11 Dec '08

11 Dec '08

Hello: I need help, because the module of support report three critical error: Apache::DBI Apache::DBI should be used to get a better performance (pre establish database connections). Critical Apache::Reload You should use mod_perl to increase your performance very strong! Critical Version (mod_perl) You should use mod_perl to increase your performance (you really should do this). Critical My S.O. is Fedora 9 Anyone, Can help me? Sorry but my english is not good. Thanks.

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Identify Ticket-ID by message-headers
by ValiDOM 10 Dec '08

10 Dec '08

hi! currently, in a community 20 people are working on emails sent to one address. These mails get redirected by simple automatic mail-forwarding. We like to use OTRS for this in the future. But a few of these "Agents" still like to work in the traditional way: answer to the email and copy the automatic forwarder to everybody. OTRS would then create a new ticket for each answer... So what about identifying the Ticket-ID by the message headers? Usually there is someting like this: Message-ID: <25A46C7xxxxx(a)xxxxxx.com> References: <48E141F2xxx(a)xxxx.net>, In-Reply-To: <48E141F2xxx(a)xxxx.net> If the Message "8E141F2xxx(a)xxxx.net" is still in OTRS and has a valid Ticket-ID - would it be possible that the PostMasterAgent find out the corresponding Ticket-ID and assign the the message "25A46C7xxxxx(a)kxxxxx.com" to it? Thanks a lot for any ideas :) Vali

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Move Phone, Note, etc
by LQ Marshall 10 Dec '08

10 Dec '08

Does anyone know if it is possible to MOVE or DELETE a single phone conversation or note, for that matter, to a different ticket? We had a agent make some notes in a customers ticket with the intention of placing them in the associated ticket. I need to delete or move this entry. Thanks in advance... Lawrence

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Don't require a password
by Eric Horton 10 Dec '08

10 Dec '08

Is there any way that the customer can log in with just a login ID and not require a password? I have looked through everything and can't find how to not require a password. Thanks Eric Horton ehorton(a)hortonsonline.org

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Print bug about note-internal articles ?
by Laurent Minost 10 Dec '08

10 Dec '08

Hi, Using OTRS v2.2.5 here (so we are not at the latest version at the moment) and I would like to know if users with the latest version (2.3.3) or version > 2.2.5 are facing the same problem : while logged in the customer web interface, if you try to print a ticket that contains some note-internal articles, these one are shown on the generated PDF :o( Not exactly what we would expected :) Can you please confirm this behavior ? I will then open/fill a bug report on bugs.otrs.org because I did not found one there at the moment. Thanks. BR. Laurent MINOST

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