February 2008 - otrs - OTRS mailing lists

adding to threads question, and also deleting tickets in OTRS question
by Craig Meirick 25 Feb '08

25 Feb '08

First, I have a silly question. I have been posting questions to this forum and have been getting a lot of great responses. Thanks to all who have helped. My question is, when I want to reply or to add to a thread how do I do it? I would like to add my input of what I did to resolve my question and also thank that person for their help. Also, is it possible to delete already created tickets? My initial thoughts are no because pretty much everything created by an agent isn't deleted, but is there any way to get rid of or mark "invalid permanently" the tickets? >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support -- meirickc(a)nicc.edu Northeast Iowa Community College -- http://www.nicc.edu 1625 Highway 150, Box 400, Calmar IA 52132-0400, USA voice: (563) 562-3263, x401 -- fax: (563) 562-4361 <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<

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please, explain this to me
by Daniele 25 Feb '08

25 Feb '08

B.2.3.18. PostmasterX-Header What does it mean this example? Can I populate free fields with this? Thank you in advance. Daniele Description:Module to filter and manipulate incoming messages. Get a 4 digit number to ticket free text, use regex in Match e. g. From => '(.+?)@.+?', and use () as [***] in Set =>. $Self->{'PostMaster::PreFilterModule'}->{'2-Match'} = { 'Match' => { 'Subject' => 'SomeNumber:(\\d\\d\\d\\d)' }, 'Set' => { 'X-OTRS-TicketKey-1' => 'SomeNumber', 'X-OTRS-TicketValue-1' => '[***]' }, 'Module' => 'Kernel::System::PostMaster::Filter::Match' };

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splitting tickets OTRS 2.2.5
by Andrew Meyer 25 Feb '08

25 Feb '08

When I try to split a ticket I get this message... Software error: Can't write /var/www/otrs2/var/log/TicketCounter.log: at ../..//Kernel/System/Ticket/Number/DateChecksum.pm line 87. For help, please send mail to the webmaster (webmaster@localhost), giving this error message and the time and date of the error. Andrew Meyer Unix Systems Administrator 314-787-0681 x39 314-565-0868 (cell) 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 http://www.precisionpractice.com/

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Users adding phoneticket without becoming the owner
by Mikhail Pauw 25 Feb '08

25 Feb '08

Hi all, Some users in our system are only allowed to add new phone and emailtickets. I managed to limit their rights to only adding and viewing tickets. But when the add a ticket they become automatically the owner of the ticket. Is there a way to disable this? Because when they are the owner they have rights to close it and some other things. Thanks, Mikhail m.pauw(a)yucat.com <mailto:m.pauw@yucat.com> Tel: +31 (0)343 529 529 Fax: +31 (0)343 529 530 Yucat mobile business solutions Postbus 208 * 3970 AE Driebergen Hoofdstraat 248 * 3972 LK Driebergen info(a)yucat.com <mailto:info@yucat.com> * www.yucat.com <http://www.yucat.com/> Disclaimer The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer.

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re-opening closed tickets
by Craig Meirick 25 Feb '08

25 Feb '08

Is there a way to re-open a closed ticket after someone has closed it already. I have a ticket that I was responsible for and another person closed it without actually finishing the job. I would like to re-open that ticket so that it will show in the same queue as before, (as if it were never closed). I have read through the manual and looked through the options but can't seem to land on a solution. I found that I am able to link a new open ticket to the closed one but would like to simply re-open the closed one. Thanks in advance. >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu

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RE: [otrs] changes to the customer frontend
by Lars Jørgensen 25 Feb '08

25 Feb '08

> > I am looking for a way to limit the queue selection in the > > [customer::new ticket::to] field. I > > would like for my customers to only have a choice of one or two > > queues. This way the > > customer will not see all the queues, only the ones that I choose. > > > > Thank you for your help. > > I believe you should be able to achieve this using the ACL > feature in > OTRS: http://doc.otrs.org/2.2/en/html/c1881.html There's actually a configuration item for this. Search for CustomerPanelOwnSelection in Sysconf (it's in Ticket -> Frontend::Customer::Ticket::ViewNew) and you will find that you can add queues to the list. Just type the exact name of the queue in the "Key" column and whatever text you would like to customer to see in the "Content" column (I'm running Danish here, so I'm not sure of the English names). There is a bug in OTRS here, though. If any of the queues you enter in the list have non-English characters in their name, it will break the feature. If that happens, you'll probably have to use the ACLs that Nils suggests. -- Lars

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changes to the customer frontend
by Craig Meirick 24 Feb '08

24 Feb '08

I am looking for a way to limit the queue selection in the [customer::new ticket::to] field. I would like for my customers to only have a choice of one or two queues. This way the customer will not see all the queues, only the ones that I choose. Thank you for your help. >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu

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how to customise the customer interface
by Stephen Chao 志強 22 Feb '08

22 Feb '08

I tried to create 3 different webpages for 3 different customers. I used the queries to add the company themes that you provide and I do see the options using my ID or the root@localhost in the index.pl preference page. Both IDs are have all the admin rights. I copied the standard folder to 3 different names but they are not working. It is not like I do not have the knowledge. It is just not working. Please help. Thank you. -- Steve Chao Cellphone: (646)736-8088 skype: ccstephen Gmail/Orkut: stephenc(a)gmail.com Microsoft Certified System Engineer

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Login from outside
by Alexandru Palade 22 Feb '08

22 Feb '08

Hi, I managed to make otrs use the same customer database as my e-commerce site does. I was wondering what would be the best way to make the user logged in otrs once it logs in the e-commerce site. I'm mentioning that i use sites like xyz.co.uk, xyz.de for localization and the otrs is located at support.xyz.com (might be some troubles with cookies). Thanks in advance, Alexandru Palade.

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[ Is it possible to import easily a lot of customers into OTRS 2.2.5? ]
by BCWINFO 22 Feb '08

22 Feb '08

Is there any way to do that through the web interface?

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