July 2008 - otrs - OTRS mailing lists

Tickets visibility
by Арсанукаев Ясир Маликович 02 Jul '08

02 Jul '08

Hello people ! I have different queues, some of them belong to 'users' group and thus only agents can write to these queues and some which belong to 'customers' group to which both agents and customers can write their tickets via customer.pl. By default customers fall into 'customers' group so they can only write to the queues belonging to that group. The problem is that when a customer writes to one of the queues which belongs to 'customers' group and the ticket is then moved to one of the 'users' group the ticket disappears from 'My Tickets' list and (s)he can no longer see it's status or any other information relating to it. Moreover when one tries to follow a link in an email notify message (one that sent when a message's moved to other queue) to see the ticket e.g. http://example.com/otrs/customer.pl?Action=CustomerTicketZoom&TicketID=1204 OTRS says: No rights! Message: No access! Back Nonetheless (s)he is able to see the ticket again when it's moved back to the original ('customers') queue or to one of the others in 'customers' group. I'd like tickets created by customers remain seen in 'My Tickets' list wherever they moved. I haven't found anything helpful in Admin Manual, configs or faq.otrs.org. Can I make use of such a feature OOTB or I should dig in sources ? Thank you for support.

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Need to filter the Customer's New Ticket To: drop down list
by Tina Kerr 02 Jul '08

02 Jul '08

The SysConfig parameter, CustomerPanelOwnSelection, allows you to define the Queues, which the customer can select in the Customer-Interface. But is there a way to filter the drop down based on the customer's log in and what queues and groups they are associated to? Tina Kerr Manager, Production Support Office: 214-618-9540 Mobile: 303-884-0058 tkerr(a)calpont.com <mailto:tkerr@calpont.com> +++++CONFIDENTIALITY NOTICE+++++ The information in this email may be confidential and/or privileged. This email is intended to be reviewed by only the individual or organization named above. If you are not the intended recipient or an authorized representative of the intended recipient, you are hereby notified that any review, dissemination or copying of this email and its attachments, if any, or the information contained here in is prohibited. If you have received this email in error, please immediately notify the sender by return email and delete this email from your system.

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report count ticket per person for time period
by Milan Koudelka - Internet Mall 02 Jul '08

02 Jul '08

Hello people, I have OTRS 2.2.6 <http://otrs.org/> installed. We want to know how many tickets somebody resolved. We used search with time period for it, but now we are on limit 2000 tickets and I know that it's limit for searching in OTRS. Is there another way how to report count of resolved tickets for time period for each user ? Thank you very much. <http://otrs.org/> -- Milan Koudelka Linux & Network Administrator Internet Mall, a.s. Internet Mall - obchody, které si oblíbíte. http://www.MALL.cz

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Add new header into headers list on PostMaster Filter
by Mykola Dzham 02 Jul '08

02 Jul '08

Hi! I want to filter incoming mails and check 'Content-Type' header. 'Content-Type' header not found in standart headers list PostMaster Filter create/edit page. I added this field into 'PostmasterX-Header' config option and in file Kernel/Config/Files/Ticket.xml into section <ConfigItem Name="PostmasterX-Header" Required="1" Valid="1"> After this changed header 'Content-Type' found now on Filter create/edit page, but filter not working. How to correctly add new header int PostMaster Filter? -- Mykola Dzham, LEFT-(UANIC|RIPE) JID: levsha(a)jabber.net.ua

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Ticket Escalation and Notification Mails
by Henry 02 Jul '08

02 Jul '08

Hi All, I have a question with escalation. This is my settings for one queue: *First Response Time: 1440 (24h) **Update Time: 2880 (48h) **Solution Time: 4320 (72h) *The system open a ticket on 01.07.2008 22:36:39 and the times are showing as below *First Response Time:* 43 hours 20 minutes 03.07.2008 19:00 *Update Time:* 137 hours 20 minutes 07.07.2008 17:00 *Solution Time:* 183 hours 20 minutes 09.07.2008 15:00 Its completely wrong! Anyone have some tip? Another question: My notifications are send with problems of language charset, but when i try change utf-8 to iso-8859-1 in Core (in web administration)*, *the system dont update this setting... I appreciated any tip about this 2 questions. Thanks a Lot Daniel

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manually Email Response doubled
by Tan D. Nguyen 02 Jul '08

02 Jul '08

Hi, I have a porblem with OTRS 2.2.5. When I wrote a mail back to customer it also sends my systemaddress. On the interface there is no other address except the customer. Can somebody tell me whats wrong? I am using sendmail. In OTRS the log says only sent to customer in maillog you can see there is the customer email and the email of your group. Thanks, Tan

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rpc-create ticket
by Egor Tsilenko 01 Jul '08

01 Jul '08

Hello community! I have an idea to create ticket in OTRS from other system using RPC. I've only found /opt/otrs/bin/cgi-bin/rpc.pl and /opt/otrs/scripts/rpc-example.pl Does anyone have already realized such thing like creating a ticket via RPC? Any docs, rtfm's or working scripts? Thanks in advance. -- MoiKrug - ??????? ???? <http://bg8s.moikrug.ru/?from=userlink>??????? ???? <http://bg8s.moikrug.ru/?from=userlink>

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MSSQL
by Chad Pritchett 01 Jul '08

01 Jul '08

What's the preferred method for getting an install going with an MS SQL server? I've been going off a few different sources but nothing that looks official, so what actually works? The problem I'm running in to now is that I've run the scripts on the SQL server to setup the database and have changed the Config.pm file to point to the ms sql server (i've verified the connection works with isql). But, when I try to log in, I'm getting a "Software error: Can't call method "fetchrow_array" on an undefined value at /opt/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 624." Thanks, -- Chad

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