January 2009 - otrs - OTRS mailing lists

How to set default Ticket Owner
by Camilo Vieira 27 Jan '09

27 Jan '09

Hi, Anyone know how can I set the default ticket owner foreach queue? Thanks, Camilo Vieira * Coordenador de Infra-estrutura de redes Navita <http://www.navita.com.br/> * Portais <http://www.navitaportal.com/> e BlackBerry <http://www.blackberrycorporativo.com.br/> * 55 11 3055-2001

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How to disabling both Customer Company and Clients?
by Camilo Vieira 27 Jan '09

27 Jan '09

Hi, I did some tests with Customer Company and Clients. I notice that when I disabled the Customer Company, the otrs remains enable clients accessing the web interface and open new tickets. Does anyone know how can I disable both with minimum administrative effort? Thanks in advance. Camilo Vieira * Coordenador de Infra-estrutura de redes Navita <http://www.navita.com.br/> * Portais <http://www.navitaportal.com/> e BlackBerry <http://www.blackberrycorporativo.com.br/> * 55 11 3055-2001

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Changing the name of a field
by Tim Squires 27 Jan '09

27 Jan '09

Hi all, I'm trying to rename a field on the customer. To start with it's just the Customer Id, is there any way of renaming this field without creating a new template? It's just a cosmetic change, just on the html that our call centre sees. I've tried various things but always seem to break the whole app. I used to do a lot of Perl but am very rusty now. Thanks for any advise you can give me. Tim

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Re: [otrs] installation problem on SUSE 11
by sanjeev rao 27 Jan '09

27 Jan '09

in other distro's it can be done as follows perl -MCPAN -e shell #install Apache2::Reload can you try similar for suse? --- On Tue, 1/27/09, Bharat Malik <bharat.malik(a)talentpact.com> wrote: From: Bharat Malik <bharat.malik(a)talentpact.com> Subject: RE: [otrs] installation problem on SUSE 11 To: sosweet_san(a)yahoo.com, "'User questions and discussions about OTRS.'" <otrs(a)otrs.org> Date: Tuesday, January 27, 2009, 2:24 PM Hi Sanjeev, Following is error in log file of apache2. [Tue Jan 27 14:15:42 2009] [error] Can't locate Apache2/Reload.pm in @INC (@INC contains: ../../ /opt/otrs/Kernel/cpan-lib /opt/otrs/ /srv/www/perl-lib /usr/lib/perl5/5.10.0/i586-linux-thread-multi /usr/lib/perl5/5.10.0 /usr/lib/perl5/site_perl/5.10.0/i586-linux-thread-multi /usr/lib/perl5/site_perl/5.10.0 /usr/lib/perl5/vendor_perl/5.10.0/i586-linux-thread-multi /usr/lib/perl5/vendor_perl/5.10.0 /usr/lib/perl5/vendor_perl . /srv/www) at (eval 110) line 3.\n [Tue Jan 27 14:15:42 2009] [error] Can't load Perl module Apache2::Reload for server linux-0yq4.site:0, exiting... Thanks & Regards Bharat From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of sanjeev rao Sent: Tuesday, January 27, 2009 12:40 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] installation problem on SUSE 11 i dont think so, can you please check the log files of apache (access,error logs) and update here? --- On Tue, 1/27/09, Bharat Malik <bharat.malik(a)talentpact.com> wrote: From: Bharat Malik <bharat.malik(a)talentpact.com> Subject: Re: [otrs] installation problem on SUSE 11 To: otrs(a)otrs.org Date: Tuesday, January 27, 2009, 10:05 AM Hi, I am facing problem during the installation of otrs on open SUSE 11. As I install otrs, my webserver (apache2) services will be automatically terminated. Is it a problem of otrs version? Please help me. Thanks & Regards Bharat _______________________________________________ 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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mail copy
by G-Cubed Solutions 27 Jan '09

27 Jan '09

Hello, I have been enjoying OTRS recently and believe its a great tool. Can anyone let me know how to get otrs to go to address its pulling messages from without deleting the actual mail from the address before getting to the agent. I will appreciate if a copy of the mail is left behind in the actual address sent to. G-Cubed Solutions .......Maximizing IT Customized Software Solution providers Tel: +234[1]4394915,2348023220790

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Merging Multiple Tickets a PITA in OTRS 2.3.2
by Peter Beckman 27 Jan '09

27 Jan '09

Dear OTRS users and devs: First off, OTRS rocks. Thank you! Now for the negativity. :-) Constructive criticism really. Problem #1: From time to time I get customers who send in 13 emails in a row about the same problem. I would normally do a bulk-action on their heiney, but there is no option for me to merge multiple selected tickets into a single ticket. Solution #1: Add a field on the bulk-action page that allows me to specify a ticket to merge to. Bonus: include a list of tickets from that customer/sender (or customers/senders if the selected tickets includes multiple senders/customers) Problem #2: From time to time I use search to find a nice subset of tickets I want to do something with. Unfortunately, there's nothing I can do on the search results page other than click on each ticket individually, or click on the CustomerID. Solution #2: Add a checkbox on the left of search results that allows me to do a bulk-action! (like merge!) Problem #3: Sometimes you can just tell that someone probably sent 9 emails about the same issue, but they are spaced out over a weekend, like 5 on friday night, 3 more saturday, 14 on sunday and 6 more monday morning before you get to it. Right now, when I hit "Customer" OTRS nicely displays all the tickets for that Customer. But when I hit "Merge" I'm left with the inability to view the customer's tickets, so I have to: 1. Decide to merge 2. Find the ticket # to merge to 3. Go back to the ticket that needs merging 4. Click Zoom 5. Click Merge 6. Paste the ticket number in Ouch. I'm left with a merged ticket and a migrane. (dramatic emphasis mine) Solution #3: When you click "Merge" on a ticket, it nicely displays all the tickets from that Customer, reverse date order (newest at the top). It puts a radio button (or just a link named "Merge Here!") on each of the tickets listed below, so I can find the ticket I want to merge to and with one click and no previous knowledge of the other tickets for that customer merge this ticket. And no headaches! Thank you for listening. If I decide to implement one or more of these on my own, how should I submit a patch? And I assume I should patch it against trunk? Do you offer access to trunk for 3rd party development? Beckman --------------------------------------------------------------------------- Peter Beckman Internet Guy beckman(a)angryox.com http://www.angryox.com/ ---------------------------------------------------------------------------

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ticket notifications- expected or unexpected?
by Jeffrey Friedman 27 Jan '09

27 Jan '09

I'm new to OTRS and have to say that while I'm still a relative newbie, I'm really impressed and excited about implementing it in my company. Anyway, I have a few questions about the way ticket notifications in the QueueView work and was hoping someone could lend a hand. 1) When I log in, it says "New Message". If I view the message and go back to the QueueView, it still says "New message". It seems like the only way to change its state to "seen" is by interacting with the ticket in some way (e.g. adding a note, changing the state, priority, etc). Is this expected? If so, is there a setting SysConfig to enable changing the message to "seen"? 2) When I set a ticket state to pending for a later date, in the QueueView it shows up at "ticket #: update time is over". I would have thought changing the status to "pending" would suppress these notifications, but it doesn't look like it. Again, if this is expected, is there a configuration I could change to enable suppression? Thanks in advance, Jeffrey CONFIDENTIALITY NOTICE: This e-mail and any attachments are for the exclusive and confidential use of the intended recipient and contain confidential and proprietary information. If you are not the intended recipient, be aware that any reading, distribution, disclosure, copying, printing or taking action in reliance upon this e-mail is prohibited. If you have received this in error, please notify us immediately by replying to this e-mail and promptly delete this e-mail and its attachments from your computer system. We do not waive attorney-client or work product privilege by the transmission of this message.

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Re: [otrs] installation problem on SUSE 11
by Bharat Malik 27 Jan '09

27 Jan '09

Hi, I am facing problem during the installation of otrs on open SUSE 11. As I install otrs, my webserver (apache2) services will be automatically terminated. Is it a problem of otrs version? Please help me. Thanks & Regards Bharat

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Trying to send mail
by Aaron Rabinowitz 27 Jan '09

27 Jan '09

Hello forum, I have a linux box with OTRS installed and an exchange 2007 box from which I cant seem to send mail to. I've tried sending mail to my account but for some reason it stays on the linux box and never makes it to my outlook. I just tried sending an email (response to my test ticket) and this error popped up. Software error: No SASL mechanism found at /opt/otrs/bin/cgi-bin/../../Kernel/cpan-lib/Authen/SASL.pm line 74 Is there a configuration how-to anyone can point me a link to in configuring email on OTRS?

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otrs permissions and roles
by Mikael Kermorgant 26 Jan '09

26 Jan '09

Hello, I've installed otrs and having some things to configure, I'd like to be sure I understand the queues/groups/agents/customer permission system correctly. * A queue is associated to a Group * each agent can be associated to groups with a set of permissions (ro, create, ..., rw) * when there are more and more Queues, Groups and Agents, it is easier to create roles * each role can be associated to groups with a set of permissions (ro, create, ..., rw) * just associate a user with a role, and he gets the role's permissions Is this correct ? When you want to authorize reading to a queue or ticket creation in it, you have to give the user ro or create permission to the group the queue belongs to, isn't it ? Now, I have : * a queue for our IT staff (10 agents), let's call it "ITqueue". It belongs to group "IT". * 300 customers in our ldap backend, which all belong to group "Clients" ( $Self->{CustomerGroupAlwaysGroups} = ['Clients']; ) I would like to give these customers read and create rights on the "ITqueue", but can't figure how. I think I should associate them all to a role ("Client") that would have ro & create rights on group "IT", but how would I automatically give this role to all these 300 customers ? By the way, I use otrs 2.2.4 Would anybody have an idea ? Thanks in advance, -- Mikael Kermorgant

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