August 2008 - otrs - OTRS mailing lists

ticket view | date age change
by dale ryon wilhelm 22 Aug '08

22 Aug '08

hey all, is there a way to change the default display value for 'Age:' from date created to the time when ticket was last updated? tried looking in sysconfig and i can't seem to find anything... any help would be greatly appreciated... thanks...

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Generic agent not runing
by Alejandra Piedra 22 Aug '08

22 Aug '08

Hi I added a job to the generic agent, and scheduled it to run itself at 10 minutes every hour. When I click on run now it works, but it doesn't run when scheduled. I'm working on Windows so I don't know if that affects anything, this because I don't have the cron command. I don't know I'm just guessing. I really need help with this, so if you could help me I'd be very glad. Thanks and regards Mary

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Re: [otrs] Generic agent not runing
by LQ Marshall 22 Aug '08

22 Aug '08

Sorry that this is slightly off topic, but there are several exchange questions that find there way here... Assuming you are running in a single exchange environment, (using exchange standard rather than enterprise, do not have a bridgehead server, etc.) the teriary domain, for the server, doesn't apply as long as the exchange server is properly configured to receive the domain.com email. The accounts should already have @domain.com addresses. If not there is probably an email gateway/proxy that rewrites emails as they are sent received & as such you need to address at both gateway and server. If you have multiple servers, run local exchange boxes over the enterprise, etc... This is a far more complex issue. In such cases you ?may? only have server.domain.tld addresses. In such a case, the possiblilities become too many to address with the info available. Either way this will 'replicate' a unix type mask or alais. Hope this helps... LQ Marshall ps- Does bossman know that POP3 is enabled on XCH account by default? Anderson, Kris wrote on 8/21/08 13:14 >Thing is I'm trying to mimic >UNIX behavior: > >address(a)domain.com -> >address(a)specificserver.dom >ain.com > >So that users can email >itsupport(a)domain.com > >Kristoph > >-----Original Message----- >From: LQ Marshall >[mailto:qmarshall@inetspace >.net] >Sent: Thursday, August 21, >2008 12:01 PM >To: 'User questions and >discussions about OTRS.org' >Subject: Re: [otrs] Generic >agent not runing > >> Does anyone know how to >create an alias in exchange? >Having problems >> getting the exchange >server to find my otrs email >account. > >Slightly different depending >on your XCH version. In most >cases (recent >XCH versions), it is done >simply by adding the >secondary email address >to the exchange tab in AD. > > >> BossMan doesn't want me >setup a pop3 account either, >so that's really >> not an option. >Well that's not helpful. :-S >(aka - no comment) > >gl > >_____________________________ >__________________ >OTRS mailing list: otrs - >Webpage: http://otrs.org/ >Archive: >http://lists.otrs.org/piperm >ail/otrs >To unsubscribe: >http://lists.otrs.org/cgi- >bin/listinfo/otrs >Support or consulting for >your OTRS system? > http://www.otrs.com/ >_____________________________ >__________________ >OTRS mailing list: otrs - >Webpage: http://otrs.org/ >Archive: >http://lists.otrs.org/piperm >ail/otrs >To unsubscribe: >http://lists.otrs.org/cgi- >bin/listinfo/otrs >Support or consulting for >your OTRS system? > http://www.otrs.com/

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Help with Splitting Tickets
by Mike Alsweiler 22 Aug '08

22 Aug '08

Hello Sorry if this is a basic question, but I can't seem to find the answer despite searching high and low... I like to use the concept of Splitting a ticket and changing the customer so that I can assign a customer ticket to a 3rd party (who has a login to OTRS) - that way they are not able to reply directly to the customer. However, it seems like the Split link does not always appear on the Zoom view of tickets in my system. Can only certain tickets be split? What is the criteria for allowing a ticket to be split? Thanks and Regards Mike

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Groups and rights for Customers
by Anders Schjelderup Lyng 21 Aug '08

21 Aug '08

Hi! I have a setupe with queues and subqueues like this: BIT North South Center The groups for the different queues are like this BIT - Customer North - BIT South - BIT Center - BIT Now I would like the rights to be like this for the customers: BIT - Customer - RO/RW North - BIT - RO South - BIT - RO Center - BIT - RO In this setup the customer can view there tickets in the subqueues, but only create them in the main queues. The problem is that even if I manage to put the users in the right queues, I am not able to change their rights, or to find them in " group_customer_user". Is there a smart way to do this (or a stupid way) Anders S. Lyng

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Re: [otrs] otrs Digest, Vol 61, Issue 50
by Doug Hall 21 Aug '08

21 Aug '08

That sorted it! Thanks! ________________________________ Message: 2 Date: Thu, 21 Aug 2008 07:38:23 -0700 From: Terrill Yuhas <tyuhas(a)email.arizona.edu> Subject: Re: [otrs] LDAP Customers Limit! To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <48AD7DDF.3070604(a)email.arizona.edu> Content-Type: text/plain; charset="iso-8859-1"; Format="flowed" Doug Hall wrote: > > Hi.. > > Sorry if I've missed this in a manual somewhere, but it seems the > limit for user searching when the customers database is LDAP is 200... > > Can this be increased?? > > > > Thanks > What I did was to modify: CustomerUserSearchListLimit => 550 in Config.pm Mine was set by default to 250. Terrill NTT Fundraising is a trading name of Committed 2 Communications Ltd, a UK company offering specialist services to the charity sector in telephone fundraising, as well as recruitment, donor relationship management, direct debit and BACs Bureau services - to name a few. For more information visit www.nttfundraising.co.uk. Unless expressly stated otherwise, this message is confidential and may be privileged. It is intended for the addressee(s) only. Access to this e-mail by anyone else is unauthorised. If you are not an addressee, any disclosure or copying of the contents of this e-mail or any action taken (or not taken) in reliance on it is unauthorised and may be unlawful. If you are not an addressee, please inform the sender immediately. You should carry out your own virus checks before opening any attachment. Registered Office: 7th Floor, Whitefriars, Lewins Mead, Bristol BS1 2NT, United Kingdom Registered In England, Registered Trading Number: 06458746

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How to delete users, groups and services in Web interface
by Camilo Vieira 21 Aug '08

21 Aug '08

Hi, Somebody knows how to delete users, groups and services in Web Interface? Is there any module available for this? Thanks, Camilo Vieira * Infra-estrutura de redes * 55 11 7643-4895 Navita <http://www.navita.com.br/> * Portais <http://www.navitaportal.com/> e BlackBerry <http://www.blackberrycorporativo.com.br/> * 55 11 3897-3797

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Can't create PID PostMasterPOP3, because it's already running
by Patrick Schiess 21 Aug '08

21 Aug '08

hi, we have otrs 2.2.6 running on a windows 2003 server with apache and mysql. everything works pretts fine... if there were no entry in the otrs.log file telling me that it could not create PID postmasterpop3: [Wed Jul 16 11:20:03 2008][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterPOP3, because it's already running actually i did some research on the web... the only thing i found out, were that there should be some entries deleted in the otrs db table process_id. but there is nothing in this table. should there be something on a windows server? what exactly does this notice in the log mean as everything works pretty good? thanks for your replies. regards, patrick.

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Agent move notification weird issue
by Wim Beerten 21 Aug '08

21 Aug '08

Hi, I added some additional queues today but for some odd reason I can't get the agent move notification working for them. They work perfectly for my other existing queues though and I can't seem to find any differences between the new queues and the old ones that could explain the issue. - The queues are selected in the preferences "My queues" option for the agent - Move notification has been set to yes in preferences for the agent - No log entry about a agent move notification when I move a ticket from an existing queue to one of the new queues Anyone who can help me out?

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LDAP Customers Limit!
by Doug Hall 21 Aug '08

21 Aug '08

Hi.. Sorry if I've missed this in a manual somewhere, but it seems the limit for user searching when the customers database is LDAP is 200... Can this be increased?? Thanks ________________________________ Doug Hall IT Operations Manager Dir Fax Mobile Email +44 (0)1179 303 420 +44 (0)1179 259 954 +44 (0)7966 343 084 dhall(a)nttfundraising.co.uk Committed 2 Communications Ltd 7th Floor, Whitefriars. Lewins Mead. Bristol. BS1 2NT. UK General Web +44 (0)1179 303 450 http://www.nttfundraising.co.uk NTT Fundraising is a trading name of Committed 2 Communications Ltd, a UK company offering specialist services to the charity sector in telephone fundraising, as well as recruitment, donor relationship management, direct debit and BACs Bureau services - to name a few. For more information visit www.nttfundraising.co.uk. Unless expressly stated otherwise, this message is confidential and may be privileged. It is intended for the addressee(s) only. Access to this e-mail by anyone else is unauthorised. If you are not an addressee, any disclosure or copying of the contents of this e-mail or any action taken (or not taken) in reliance on it is unauthorised and may be unlawful. If you are not an addressee, please inform the sender immediately. You should carry out your own virus checks before opening any attachment. Registered Office: 7th Floor, Whitefriars, Lewins Mead, Bristol BS1 2NT, United Kingdom Registered In England, Registered Trading Number: 06458746

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