September 2008 - otrs - OTRS mailing lists

Re: [otrs] Admin disappeared
by Camilo Vieira 12 Sep '08

12 Sep '08

I discovered the problem... I change the name of admin group to Administrators... I think that it cannot be renamed.. thanks -----Msg original----- De: Nils Breunese (Lemonbit) Env: 12/09/2008 11:46:22 Para: User questions and discussions about OTRS. Assunto: Re: [otrs] Admin disappeared Camilo Vieira wrote: > The Admin tab link disappeared from the top of the page after > changes in Output files (dtl) and I can't to fix this problem. > > Somebody knows where exactly I can enable this tab again? Does the button come back when you change back to the default theme? Are you logged in as a user with admin privileges? Nils Breunese. _______________________________________________ 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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Showing all customer emails when Merging
by Peter Beckman 12 Sep '08

12 Sep '08

I'm using 2.2.5, so if 2.3.2 covers this, let me know. When Merging a ticket, I would LOVE to see the same display of existing tickets for a customer as when I click "Zoom" then "Customer" at the bottom of the page when I click "Zoom" then "Merge." Not having to find the earlier, potentially duplicate ticket first, then copying, then Zoom->Merge, then pasting, would rock. Even better -- stick a radio button next to all the tickets displayed below (entitled Customer history - All customer tickets.) so I just need to select which ticket to merge to! (excluding the current ticket) Beckman --------------------------------------------------------------------------- Peter Beckman Internet Guy beckman(a)angryox.com http://www.angryox.com/ ---------------------------------------------------------------------------

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Selecting more than 28 tickets in version 2.3.2
by David Baratech 12 Sep '08

12 Sep '08

Hi all! Few months ago, Torsten Thau helped me with a trick to modify a file - AgentNavigationBar.dtl - in order to select more than 28 tickets to make bulk action with them (see email below). Then I was using OTRS 2.1.5. Now I'm using version 2.3.2, and seems that the trick doesn't works with trhis release. Does somebody know if there's any possibility to make something similar with this version? Best regards! David ------------------------------------------------- fromTorsten Thau <Torsten.Thau(a)cape-it.de>reply-to"User questions and discussions about OTRS.org" <otrs(a)otrs.org> to"User questions and discussions about OTRS.org" <otrs(a)otrs.org> dateMon, Jun 23, 2008 at 6:19 PMsubjectRe: [otrs] How can I select more than 28 tickets for bulk action?mailing listotrs.otrs.org Filter messages from this mailing listmailed-byotrs.org hide details Jun 23 Reply Filter Assistant -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi David, > But, after having a look at that, i didn't find yet why It's not > possible to select more than 28 tickets :(. Can you give me a key? Whats > supposed I have to take care? Sorry, maybe my advice was a little to short. However, at the end of AgentNavigationBar.dtl file you'll find the code-lines which implement the HTML-form, which again keeps the ticket ids of the tickets selected for bulk action. This form can contain only a limited number of ticket ids: #-----------------------8><------------------------------------ <form action="$Env{"CGIHandle"}" method="post" name="bulk"> <input type="hidden" name="Action" value="AgentTicketBulk"> <input type="hidden" name="Subaction" value=""> <input type="hidden" name="Queue" value=""> <input type="hidden" name="State" value=""> <input type="hidden" name="ArticleType" value=""> <input type="hidden" name="Subject" value=""> <input type="hidden" name="Body" value=""> <input type="hidden" name="TicketID1" value=""> [..skipping these lines..] <input type="hidden" name="TicketID29" value=""> </form>  #-----------------------8><------------------------------------ ...this is part 1 of the (technical) reason why the number of tickets used for bulk feature is restricted. Part 2 can be found in Kernel::Modules::AgentTicketBulk in sub Run, which will handle at most 30 bulk ticket ids: #-----------------------8><------------------------------------ foreach (1..30) { if ($Self->{ParamObject}->GetParam(Param => "TicketID$_")) { push ( @TicketIDs, $Self->{ParamObject}->GetParam(Param => "TicketID$_") ); } } #-----------------------8><------------------------------------ In order to get bulk action for 100 tickets, you'll need to add the fields to the "bulk"-HTML-form (part 1) _AND_ extend the loop in sub Run in Kernel::Modules::AgentTicketBulk to 100 - then it SHOULD work - I haven't tried it yet. > In the other hand, I can't use generic agent because 90% of tickets can > be erased, and it must be done by hand (how can I identify automatically > important tickest between tons of waste?). Maybe you'll find a sophisticated search profile which fits your needs. But this is to specific for a remote advice. regards, Torsten Thau - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de

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Admin disappeared
by Camilo Vieira 12 Sep '08

12 Sep '08

Hi, The Admin tab link disappeared from the top of the page after changes in Output files (dtl) and I can't to fix this problem. Somebody knows where exactly I can enable this tab again? 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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delete or hidde priority for customer
by Raphael Condom 12 Sep '08

12 Sep '08

Hello All I read documentation. concerning this point. Add new one and rename, it seem's ok but is it possible to delete priority ? Or better, limit queue view for some customers Eg: Customer 1 -> Priority 1 -> Priority 2 -> Priority 3 Customer 2 -> Priority 1 -> Priority 2 -> Priority 3 -> Priority 4 -> Priority 5 Thanks for your help. Raphael

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Customer Groups with LDAP
by Victor Balada Diaz 12 Sep '08

12 Sep '08

Hello, I'm trying to use LDAP authentication for customer and agents. So far i've been able to map groups and roles of agents and to authenticate customers and agents. Now i'm trying to map customer groups from LDAP but that doesn't seem to be documented and using $Self->{'UserSyncLDAPGroupsDefination'} seems to just work for agent groups and not for customer groups. I've searched on the list archives and found this with no answer: http://lists.otrs.org/pipermail/otrs/2005-August/008811.html Is there any way to map customer groups from LDAP? If not, how can i create a scenario like the one described in the previous mail but with just one LDAP server? Thanks in advance. Regards.

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AUTO: Roman Dusek is out of the office. (returning 09/25/2008)
by DusekR＠kancelarskestroje.cz 12 Sep '08

12 Sep '08

I am out of the office until 09/25/2008. I will be out of the office starting 12.09.2008 and will not return until 25.09.2008. I will respond to your message when I return. V kancelari budu zpet v pondeli 26.9. Dekuji Roman Dusek Note: This is an automated response to your message "Re: [otrs] External Company DB and Exchange Contacts" sent on 9/12/2008 12:07:05 AM. This is the only notification you will receive while this person is away.

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Re: [otrs] Illegal division by zero at ../..//Kernel/System/Ticket.pm line 1720.
by Mik Rose 11 Sep '08

11 Sep '08

I think I have traced the root of this problem. It may be permissions having to do with the ../Kernel/Config/Files/ZZ* files. Last action I did before getting this error was to change the storage option for attachments to FS. I did get an error indicating that it was not able to save this element and then the mentioned issue pops up. The only way I have been able to get the system backup is to replace the ZZ* files from a backup. I have attempted to set the permissions correctly using setpermisions and everything else is modifiable and saves with out error. If it is not permisions maybe an element in the ZZ* Mikola (Mik) Rose PowerSoft Development Corp. CIO, Information Technology / Support Services Customer Service: 1 (250) 642-0199 Sales Dep.: 1 (888) 833-7697 Support Dep.: 1 (250) 642-0295 www.power-soft.com

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notification to the owner
by Patrick Schiess 11 Sep '08

11 Sep '08

hi, is there a way to send a notification to the old owner of a ticket, when the ticket gets a new owner? this would be helpful, if e.g. a teamleader is changing the ownership of a ticket from agent A to agent B. agent B gets automatically a notification, that he is now the new owner of the ticket, but agent A don't get anything at this point. thanks a lot for your help. regards, patrick.

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OpenSuse Perl update crashing OTRS install
by Leon Waldman 10 Sep '08

10 Sep '08

Hi, I had a OTRS install running on a OpenSuse 10.3 box... After perform the regular system update today, the OTRS stop to work and is giving this message when I try to access the index.pl: Server error! The server encountered an internal error and was unable to complete your request. Error message: Not a CODE reference at /usr/lib/perl5/5.8.8/CGI/Carp.pm line 385, line 40. , If you think this is a server error, please contact the webmaster<%5bno%20address%20given%5d>. Error 500 I belive that this is because a perl security update that I did today. Any body had a Issue like this? My OTRS version is the 2.2.4. Thanks in Advance Leon

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