February 2009 - otrs - OTRS mailing lists

Pictures in public FAQ
by Markus Nagel 02 Feb '09

02 Feb '09

Hello list, I am very pleased to see that the wysiwyg-editor in FAQ-Module 1.5.4 also deals with pictures and even picture uploads. This works very well in AgentFrontend. But when I change to customer or public frontend, the pictures are not visible and there neither is a placeholder for them. They are simply not there. Returning to AgentFrontend, thea are still there. Is it a matter of configuration or user rights? I'm using otrs 2.3.3 with ITSM 1.2.2 Thanks in advance Markus Nagel

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fresh install: Permission denied problem
by Josef Tröndle 02 Feb '09

02 Feb '09

Hi all, i just installed OTRS 2.3.4 (from the sources on Gentoo Linux) but my installation suffers some permission denied problems: Can't write cache file /opt/otrs/var/tmp/SysConfig-Cache_Kernel_Config_Files_Ticket.xml-f8689fe4f54650acc42b34d49678f10a.pm: Permission denied, Can't write cache file /opt/otrs/var/tmp/SysConfig- Cache_Kernel_Config_Files_Support.xml-5aa644823bdb01b11c6d198f84ca9f91.pm: [...] Permission denied, Can't create directory '/opt/otrs/var/tmp/Cache//TicketEscalation': Permission denied, Can't create directory '/opt/otrs/var/tmp/Cache//TicketEscalation': Permission denied, Can't create directory '/opt/otrs/var/tmp/Cache//TicketEscalation': [...] I tried 'SetPermissions.sh /opt/otrs otrs apache' and 'SetPermissions.sh /opt/otrs otrs apache otrs apache' but that doesn't fix the problem. Any thoughts? Thanks a lot, Josef.

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Sending Same Email to Multiple Users: API?
by Peter Beckman 02 Feb '09

02 Feb '09

I need to send about 20 people the same email, and have OTRS open 20 tickets associated with the correct CustomerID as my database. I can pass OTRS the CustomerID and email address as well as Name without issue. I'm pretty certain that the Email-Ticket web interface will only send one message to one customer, or one message to multiple BCC customers, but will only open one ticket. I read the API, and after more perusal, it looks like what I need is Ticket::Article::ArticleSend(). I'll just whip up a perl script and test away. So this email is now less of a question and more suggestion and confirmation of what I think is correct. I will admit that it would be useful to have some pointers in the Developer docs for the API on what to use for the most basic of things, or even have a few examples. Suggestions: 1. In TicketCreate(), in the synopsis, maybe suggest "to send an email, use Kernel::System::Ticket::Article::ArticleSend()" and link it to that page. Suggest some other common tasks in OTRS that can be accessed easily via the API. 2. In Kernel::System::Email, in the synopsis, suggest what that API call is used for, and "If you want to send an email (also called an Article in OTRS) to be included in a new or existing Ticket, see ArticleSend()." That's the second place I looked to do this. I'm going to create a little command-line script that will take you through the steps of creating an email that will be send to multiple customers. I'll post it here. Beckman --------------------------------------------------------------------------- Peter Beckman Internet Guy beckman(a)angryox.com http://www.angryox.com/ ---------------------------------------------------------------------------

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hideing Raw queue
by Lakshan Fernando. 02 Feb '09

02 Feb '09

Hi, I want to hide the Raw (default queue) from the agents and admin interface, how can i get this done please kindly explain me by steps Thanks you Lakshan

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Adding a free text field to ticket
by Greg Pennell - HSA Global 02 Feb '09

02 Feb '09

Is it possible to add a free text field to a ticket which is visible in the ticket details box in the top right of the window (alongside Type, State, Queue etc) and able to be included in the search result. I'd like to use this to keep a record of the development team's work item number for easy reference. Regards Greg Pennell

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Inactive queues visibility
by Yasir M. Arsanukaev 02 Feb '09

02 Feb '09

Can I make invalid queues (marked grey) invisible within the application? -- Yasir M. Arsanukaev - IT dept JSC "Amurmetal", Russian Federation phone +7 (4217) 529-576

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How to setup customer users, customer groups and the permissions properly?
by Jie(Jack) Zhu 01 Feb '09

01 Feb '09

Hi Guys, Here is the scenario, 1. A customer company has two bosses, Bob(CEO) and Joe(CFO). 2. They have two major departments, Accounting and Sales. There are about 10 employees in each department. 3. Joe is responsible for the Accounting department. And May is the head of Sales department. Requirement, 1. The customer company wants to have 3 groups of tickets, tickets of Accounting (Group A), tickets of Sales (Group B) and tickets of general requests (Group C). 2. Bob and Joe can see all company's tickets. 3. Customer users can only see their own tickets and general tickets. 4. May is able to see all the tickets from Sales department and General tickets. Any idea on how to setup this? Thanks! Jack

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