May 2008 - otrs - OTRS mailing lists

TimeAccounting
by Brendon Hatcher 31 May '08

31 May '08

Hi I am in the process of assessing whether OTRS will be suitable for my needs. Some of the support we offer is included in our monthly fee. Other support is billed for on a per-minute basis. The TimeAccounting module appears (at least from the list archive messages) to be exactly what we need. So, my questions: 1. Do I need this module or is there something already in place that will give me access to timesheets? 2. Where do I find this module - can't find a download link or any reference to it anywhere I am using OTRS 2.2.6 Thanks Brendon

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Support Contracts on OTRS
by Agim Cami 31 May '08

31 May '08

Is it possible to manage support contracts inside ORTS? Have somebody tried to do this?

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interaction using email only
by M. Prasodjo 30 May '08

30 May '08

Somebody can help me ? How to set Interaction between agent and customer base on email ? It run when i'm using version 1.3, that only need an email to update the ticket. So, customer open new ticket using an email, the ticket send to all agent in queue group, and agent only need to reply that email, and the ticket is updated. With this condition, I can put a filter that can read special tag from 'subject' to make an action like 'Close Ticket'. But now only notification is send by system, but not the ticket itself. I'm using otrs 2.2.6 Anyone know how to make it working again ? M. Prasodjo

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note-internal Vs note-external
by aleem bagwan 30 May '08

30 May '08

Hi All, Can anyone please tell me what is difference between note-internal and note-external? As far as i know note-internal will send only a web notification, as a trail link, to Agents Ticketview page. Whereas note-external will make available the web link as notification to both agent and customer ticketview page. But in both cases a mail notification is sent to only owner of the ticket and not to all the agents. Is my understanding correct? Please correct me if i m wrong. Thanks Did you know? You can CHAT without downloading messenger. Go to http://in.messenger.yahoo.com/webmessengerpromo.php/

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How does pending options work
by José Mestre 30 May '08

30 May '08

Hello, When I try to send an email or a note and I select "pending reminder" "pending auto-close", I have an error messageon the right of calendar: * invalid Can someone explain me how do these options work ? Thks. Jo No virus found in this outgoing message. Checked by AVG. Version: 7.5.524 / Virus Database: 269.24.4/1473 - Release Date: 29/05/2008 19:53

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strange problem
by Jamie Spence 30 May '08

30 May '08

This is a strange one. All of a sudden whe I go to change permissions for a user/group I only have two options rw/ro. There is no longer the option to set move into etc. Any one have any idea? Thanks, Jamie -- ==================== Jamie Spence Mobile: ++91 98 45611185 Flat 4023, Sobha Jasmine Outer Ring Road, Bellandur Bangalore, India 560 103

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Deleting 'Customer User's from OTRS 1.2.3 who have left the organisation
by Varsani, Rajendrakumar (PSD) 30 May '08

30 May '08

Hi folks, Other systems fail and need maintenance but OTRS keeps going! Thank you OTRS team! Small query. Having added several Customer Users to OTRS in the Admin-Area, I now need to delete some of the old people who have left. I can see that I can 'Add' and I can 'Change'. But how do I delete? Thank you in advance Rajendrakumar Varsani BSc (Hons) Information Technology Branch Pesticides Safety Directorate Room 134, Mallard House, Kings Pool, 3 Peasholme Green, York, UK, Y01 7PX Tel: (01904) 455805 (GTN 5138 5805) Fax: (01904) 455711 (GTN 5138 5711) Mobile: (Orange) 07968 243125 Email: rajendrakumar.varsani(a)psd.hse.gsi.gov.uk PSD joined the Health and Safety Executive on 1st April 2008. All email addresses changed to firstname.surname(a)psd.hse.gsi.gov.uk from that date. Email sent to the previous addresses will continue to be delivered until at least September 2008, but please update your mailing lists or contacts as soon as you can to reflect the change. __________________________________________________________________ ********************************************************************************************** Please Note: Incoming and Outgoing E-mail messages are routinely monitored for compliance with our policy on the use of electronic communications. Interested in Occupational Health & Safety information? Please visit the HSE website at the following address to keep yourself up to date www.hse.gov.uk Or contact HSE Infoline on 0845 345 0055 or email hse.infoline(a)natbrit.com ********************************************************************************************** The original of this email was scanned for viruses by the Government Secure Intranet virus scanning service supplied by Cable&Wireless in partnership with MessageLabs. (CCTM Certificate Number 2007/11/0032.) On leaving the GSi this email was certified virus free. Communications via the GSi may be automatically logged, monitored and/or recorded for legal purposes.

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watched tickets...
by adrian guevara 30 May '08

30 May '08

It seems odd that there are no entries on my watched tickets. I have 3 users in the admin group, which is configured as watchers, and I'm on it. Am I missing some configuration? all I did was change the Ticket::Watcher config to yes.

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Re: [otrs] LDAP authentication (tentatively solved)
by Mike Hoye 29 May '08

29 May '08

----- "Brett Davis" <brett(a)dynojet.com> a écrit : > Try: > > $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; > > Brett Davis Thanks, Brett. Sadly, that gave me no love, but I think I've figured out what the problem is. It looks like on my system (stock Ubuntu Gutsy, which probably means everywhere Debiannish...) the Defaults.pm contents in /usr/share/otrs/Kernel/Config are stomping on my carefully crafted configuration Config.pm in /etc/otrs/Kernel Defaults.pm isn't in /etc/otrs where you'd think it would be (on a debian system, at least) so it took me a while to figure out what was going on. Commenting out a bunch of the incorrect defaults and declaring them correctly in Config.pm has both solved my ldap authentication problem and another wierd problem I was having with otrs/customers.pl and otrs/index.pl looking and acting the same. I'll file a bug with the Debian package maintainers. - mhoye

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Re: [otrs] LDAP authentication.
by Mike Hoye 29 May '08

29 May '08

(hope this doesn't find all of you twice, but apparently lots of MTAs got very excited by my first try...) Thanks, Brett. Sadly, that gave me no love, but I think I've figured out what the problem is. It looks like on my system (stock Ubuntu Gutsy, which probably means everywhere Debiannish...) the Defaults.pm contents in /usr/share/otrs/Kernel/Config are stomping on my carefully crafted configuration Config.pm in /etc/otrs/Kernel Defaults.pm isn't in /etc/otrs where you'd think it would be (on a debian system, at least) so it took me a while to figure out what was going on. Commenting out a bunch of the incorrect defaults and declaring them correctly in Config.pm has both solved my ldap authentication problem and another wierd problem I was having with otrs/customers.pl and otrs/index.pl looking and acting the same. I'll file a bug with the Debian package maintainers. - mhoye ----- "Brett Davis" <brett(a)dynojet.com> a écrit : > Try: > > $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; > > > Brett Davis >

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