June 2009 - otrs - OTRS mailing lists

how to add approval person in request type
by Bhushan Badgujar 11 Jun '09

11 Jun '09

Dear Team, I have install the OTRS 2.3.4 in my organization, In a OTRS I have created three types 1.Request 2.issue 3. Information My problem is if any customer create Request ticket, The support team want a approval for particular Request ticket. The approval person approved ticket. then closed the ticket from support team. Example- customer give the request for 'upgrade the system' suppose I am a support team I want a approval from IT manager & Customer Department head Please help me for this issue. Please give the solution for the same if any idea please submitted Thanks and Regards, Bhushan Badgujar Executive - IT Facilities DISCLAIMER: This message contains privileged and confidential information and is intended only for an individual named. If you are not the intended recipient, you should not disseminate, distribute, store, print, copy or deliver this message. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete or contain viruses. The sender, therefore, does not accept liability for any errors or omissions in the contents of this message which arise as a result of e-mail transmission. If verification is required, please request a hard-copy version.

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Reg: Restrictions in queue views
by Katta, Lokesh Katta Subramanyam 10 Jun '09

10 Jun '09

Hi All, Is it possible to restrict the tickets viewed by agents in specific queues based on the specific parameters like in our case LOCATION. We require this setup, since we have offices in multiple locations and for some queues for e.g. "facility maintenance" we do not want an agent responsible for location A to see the tickets for location B. The only possibility that I am seeing is that we need to create separate queues for each location but this will clutter the queues and there will be more than one queue for a single category. Any help is appreciated. Thanks, Lokesh

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Default CC in ticket answers
by Cornelius 10 Jun '09

10 Jun '09

Hello otrs community, is there a possibility to define an "answer" for a queue with the speciality that the answer will always be sent in cc: to a defined email address? Any ideas here? Kind regards Cornelius -- Diese Nachricht wurde auf Viren und andere gefährliche Inhalte untersucht

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Re: [otrs] Timezone setting
by (( amanpreet singh 10 Jun '09

10 Jun '09

Hi , i am also using OTRS in India & Server in USA. It is displaying the time correctly(Local Time) but in the Admin->System log, Logs are showing the time in GMT. whats the reasons ! please suggest. -- regards: Amanpreet Singh On Wed, Jun 10, 2009 at 12:31 PM, <otrs-request(a)otrs.org> wrote: > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. Re: RES: New Ticket Notification (James Burk) > 2. Age of Closed Tickets (Sripathi Ramadurai) > 3. Timezone setting (Arlene Wu) > 4. Re: Timezone setting (Jeffery Chen Fan) > 5. Resolved Re: installation on FreeBSD Jail (Jerais A. Al-Jeraisy) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Tue, 09 Jun 2009 11:20:29 -0400 > From: "James Burk" <James.Burk(a)dornc.com> > Subject: Re: [otrs] RES: New Ticket Notification > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: <4A2E457C.29C7.002A.1(a)dornc.com> > Content-Type: text/plain; charset=UTF-8 > > Thank you Maur?cio, I believe this is exactly my problem. I had > highlighted the queues in our system environment but forgot to do this > again when we migrated to acceptance. > > Best regards, > > Jim > ITIL Process Manager > NCDOR > 919-715-4932 > james.burk(a)dornc.com > > > >>> Maur?cio Ramos<Mauricio.Ramos(a)wedotechnologies.com> 6/8/2009 3:07 > PM >>> > Hi, I don?t know if your case is like the one we had but we also had to > log with our agents and go to their preferences and select the queues > from "My Queues" listbox (making them "blue" - selected). The queues we > configured for them all appear in the listbox but in fact the agents > will only be able to receive messages regarding that queue after > selecting them again. > ________________________________________ > De: otrs-bounces(a)otrs.org [otrs-bounces(a)otrs.org] em Nome de James Burk > [James.Burk(a)dornc.com] > Enviado: segunda-feira, 8 de junho de 2009 14:30 > Para: User questions and discussions about OTRS. > Assunto: [otrs] New Ticket Notification > > Hello all. > > I have a problem where all of my Agents do not get an email > notification when a new ticket is created for their queue. All agents > have their preferences properly set to receive email. And there doesn't > seem to be any logic for why the two agents that do receive them are > selected. Any thoughts? > > Best regards, > > Jim > ITIL Process Manager > NCDOR > 919-715-4932 > james.burk(a)dornc.com > > > > ----------------------------------------------------------------------------- > E-Mail correspondence to and from this sender may be subject to the > North Carolina Public Records Law, and may be disclosed to third > parties. > > ------------------------------------------------------------------------------ > > --------------------------------------------------------------------- > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > --------------------------------------------------------------------- > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > > ----------------------------------------------------------------------------- > E-Mail correspondence to and from this sender may be subject to the > North Carolina Public Records Law, and may be disclosed to third parties. > > ------------------------------------------------------------------------------ > > > > ------------------------------ > > Message: 2 > Date: Tue, 9 Jun 2009 15:55:30 -0700 > From: Sripathi Ramadurai <rsripathi(a)gmail.com> > Subject: [otrs] Age of Closed Tickets > To: otrs <otrs(a)otrs.org> > Message-ID: > <3776fa9d0906091555m7dd22e3bp1f9f655b16f3dbfb(a)mail.gmail.com> > Content-Type: text/plain; charset="iso-8859-1" > > Hello, > We have started to use the OTRS system and have a problem with the Age of > tickets. Once a ticket is closed successfully, the aging does not stop. > Any way we can have the age stop on closed tickets? > > Any help is appreciated. > > Sri >

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Resolved Re: installation on FreeBSD Jail
by Jerais A. Al-Jeraisy 10 Jun '09

10 Jun '09

Michiel, all work as expected, i just enabled "security.jail.sysvipc_allowed" in the host while SYSVSHM is already enabled by GENERIC kernel. thank you. On Mon, Jun 8, 2009 at 2:29 PM, Jerais A. Al-Jeraisy <root(a)jerais.com>wrote: > Hi Michiel, > > thank you man, you made my day, i thought no one faced/know my issue! > > i'll check the servers this week and get back, appreciated. > > btw, for Lighty + OTRS how-to, consider it done, i'll send it to the > maillist next week, insha'allah. > > -- > Jerais A. Al-Jeraisy, RHCE, LPIC, Linux+. > Sr. Systems Specialist > email: root(a)jerais.com > website: http://www.jerais.com > > "Knowledge is power, and power corrupts. Study hard, Be evil!" --unknown > > On Mon, Jun 8, 2009 at 1:07 PM, Michiel Beijen <michiel(a)beefreeit.nl>wrote: > >> Hi Jerais, >> >> You probably noticed that Log.pm uses the System-V shared memory queues to >> store the system log messages for displaying these in the web frontend. >> I currently do not have access to a FreeBSD system, but there is a kernel >> configuration flag to enable System-V shmem: see the SYSVSHM option in the >> Handbook: >> http://www.freebsd.org/doc/en/books/handbook/kernelconfig-config.html - >> is this enabled in your kernel? >> >> Also, have you enabled jail.sysvipc_allowed sysctl for kernel? This is >> necessary to allow access to shmget et al. from a jail. >> >> Can you share your experiences with running OTRS on Lighty? Do you also >> use fcgi? Were there any caveats configuring it, and can you share your >> configuration setup? >> >> Kind regards, >> -- >> Michiel Beijen >> Software Consultant >> +31 6 - 457 42 418 >> Bee Free IT + http://beefreeit.nl >> >> >> On Wed, Jun 3, 2009 at 12:44, Jerais A. Al-Jeraisy <root(a)jerais.com>wrote: >> >>> Hi all, >>> >>> well, i've this strange problem and i'm sure you gonna help me :-). >>> >>> - the problem is: >>> when i run -though web- installer.pl or index.pl i'm getting this error >>> message: >>> >>> "Function not implemented at >>> /usr/local/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 93." >>> >>> - this is the environment that i'm gonna install OTRS on: >>> >>> FreeBSD 7.1. -Jailed-. >>> Webserver: lighttpd-1.4.22 >>> Perl version: v5.10.0 >>> perl-OTRS modules: >>> ./otrs.checkModules >>> " >>> o CGI............................ok (v3.43) >>> o Date::Pcalc....................ok (v1.2) >>> o Date::Format...................ok (v2.22) >>> o DBI............................ok (v1.607) >>> o DBD::mysql.....................ok (v4.010) >>> o Digest::MD5....................ok (v2.38) >>> o Crypt::PasswdMD5...............ok (v1.3) >>> o LWP::UserAgent.................ok (v5.826) >>> o IO::Scalar.....................ok (v2.110) >>> o IO::Wrap.......................ok (v2.110) >>> o MIME::Base64...................ok (v3.07) >>> o Mail::Internet.................ok (v2.04) >>> o MIME::Tools....................ok (v5.427) >>> o Net::DNS.......................ok (v0.65) >>> o Net::POP3......................ok (v2.29) >>> o Net::POP3::SSLWrapper.......not installed! (not required / for >>> SSL connections) >>> o Net::IMAP::Simple..............not installed! (not required / for >>> IMAP connections) >>> o Net::IMAP::Simple::SSL......not installed! (not required / for >>> SSL connections) >>> o Net::SMTP......................ok (v2.31) >>> o Authen::SASL................ok (v2.12) >>> o Net::LDAP......................not installed! (not required / for >>> directory authentication) >>> o GD.............................ok (v2.41) >>> o GD::Text....................ok (v0.86) >>> o GD::Graph...................ok (v1.44_01) >>> o GD::Graph::lines............ok (v1.17) >>> o GD::Text::Align.............ok (v1.18) >>> o PDF::API2......................ok (v0.73) >>> o Compress::Zlib..............ok (v2.015) >>> o XML::Parser....................ok (v2.36) >>> " >>> this is the first time i'm getting this with OTRS, and i'm struggling >>> since 2days to solve it. >>> >>> appreacitaced your help in advance. >>> >>> >>> -- >>> Jerais A. Al-Jeraisy, RHCE >>> Sr. Systems Specialist >>> email: root(a)jerais.com >>> website: http://www.jerais.com >>> >>> "Knowledge is power, and power corrupts. Study hard, Be evil!" --unknown >>> >>> >>> --------------------------------------------------------------------- >>> 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 >>> >>> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >>> http://www.otrs.com/en/support/enterprise-subscription/ >>> >> >> >> --------------------------------------------------------------------- >> 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 >> >> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >> http://www.otrs.com/en/support/enterprise-subscription/ >> > > > > > > -- Jerais A. Al-Jeraisy, RHCE, LPIC, Linux+. Sr. Systems Specialist email: root(a)jerais.com website: http://www.jerais.com "Knowledge is power, and power corrupts. Study hard, Be evil!" --unknown

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Timezone setting
by Arlene Wu 10 Jun '09

10 Jun '09

Hi, We are in China (Timezone Beijing), while our server is located in USA. We found the time displayed in OTRS is always wrong, not our local time. And ticket from our client (also in China) and notification email always showing wrong time, but different from that in OTRS. We know timezone could be set in Config Options: Framework -> Core::Time, but we fail to find out the solution that really makes the time correct. Thanks a lot, Arlene

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Age of Closed Tickets
by Sripathi Ramadurai 09 Jun '09

09 Jun '09

Hello, We have started to use the OTRS system and have a problem with the Age of tickets. Once a ticket is closed successfully, the aging does not stop. Any way we can have the age stop on closed tickets? Any help is appreciated. Sri

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CustomerTicketMessage.dtl - Service Error
by Nathan Campbell 09 Jun '09

09 Jun '09

I have added about 10 entries in the Service module. I am having an issue with the New Ticket Customer front end - the Service drop down is only displaying the first 4 options. I have opened the CustomerTicketMessage.dtl file and found this section of code:  <tr> <td> </td> </tr> <tr> <td class="contentkey">$Text{"Service (optional)"}:</td> <td class="contentvalue">$Data{"ServiceStrg"}</td> </tr> <tr> <td> </td> </tr>  I am unable to find the definition file for $Data{"ServiceStrg"} - I assume there is another file where this variable is defined and the <input> HTML code is defined and that there is some kind of limition (return top 4 or something) on the data call. ---------------------------------- Environment ---------------------------------- OTRS 2.3.2 Windows 2003 IIS6 SQL2005 Nathan Campbell Dallas Symphony Orchestra

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Bedeutung der Farben und Blinken bei Queues
by Markus Opferkuch 09 Jun '09

09 Jun '09

Hallo zusammen, kann mir jemand erklären was die Farben bei den Queues bedeuten. Ich finde den Hinweis nirgends. Mit freundlichen Grüßen Opferkuch _______________________________________________ Markus Opferkuch Leiter Medien- und Informationszentrum Pädagogische Hochschule Schwäbisch Gmünd 73525 Schwäbisch Gmünd Tel. 07171/983-310 _______________________________________________

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Customer Permission
by yevgeniy.kolesnyk＠obi.ua 09 Jun '09

09 Jun '09

Good morning dear all, does anyone know how to add more permissions to customer? The default configuration suppose only two kind for customer ro and rw. I'd like to add createpermission to force customers to create all theirs tickets in one queue, but to be able edit them in other queue (after they moved there by agent). Thanks in advance! -- IMPORTANT NOTICE: This email is confidential, may be legally privileged, and is for the intended recipient only. Access, disclosure, copying, distribution, or reliance on any of it by anyone else is prohibited and may be a criminal offence. Please delete if obtained in error and email confirmation to the sender.

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