July 2009 - otrs - OTRS mailing lists

How to change Ticket Queue when you are not the owner of the ticket?
by Adinda Sima 21 Jul '09

21 Jul '09

Hi All Is there a way to change a ticket queue even though you are not an owner of the ticket? Thank you Kind regards Adinda Sima

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setup proper incoming messages encoding
by Nikolay Yatsyshyn 21 Jul '09

21 Jul '09

Hello all! I install new OTRS machine, setup POP3 mailbox, AD LDAP auth, but have one problem: users send messages in russian with different encodings and in "Queue View" agent see '????????'. Agent can read message only when open its as attachment. I have tried to found any option in SysConfig, but not found. Can you help me and explain how to proper setup incoming messages. Agents will work with english and russian messages. Thank You for help!

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NET::LDAP usage
by Löffler Thomas J. 20 Jul '09

20 Jul '09

Dear all, I installed NET::LDAP on Windows, ORTS 2.3 as described at http://lists.otrs.org/pipermail/otrs/2005-October/009343.html to use the AD. Proceeding as described at http://doc.otrs.org/1.3/de/html/ldap-integration.html + changing to "LDAP" in "SysConfig (Config Options: Framework -> Frontend::Customer::Auth)" doesn't work + produces an "Internal Server Error" (Undefined subroutine &Kernel::Config::Load called at C:/PROGRA~1/OTRS/OTRS//Kernel/Config/Defaults.pm line 2145). What am I missing? Thank you in advance for help, Thomas

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OTRS 1.2 Linux to 2.0 Debian or Windows Upgrade...
by Jesse Shumaker 20 Jul '09

20 Jul '09

Does anyone have any knowledge on migrating from OTRS 1.2.3 to 2.0 on Debian or Windows? I'm going to need to migrate my existing OTRS install to another server and figured I should upgrade it as well. Is there is a howto or something simliar on upgrades/migrations to 2.0 from 1.2. I would be much appreciated to receive that knowledge if someone has made that move. thanks jesse

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How to track a ticket?
by Laura Urie 20 Jul '09

20 Jul '09

Hello Everyone, I was wondering if there is a way to export the status and queue of ticket by its number. Indeed we have a workflow which make us move ticket through different queues. For instance, I'd like to write a script to track where is my ticket #xxxx anytime (which queue) and make a display my workflow status. Has anyone done that ? Any idea? Thank you for your help, Laura

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Customize ViewPhoneNew/ViewEmailNew
by Christoph Ohliger 20 Jul '09

20 Jul '09

Hi, does anyone knows a possibility to customize the ticket create view (for example Ticket -> Frontend::Agent::Ticket::ViewPhoneNew) based on groups or roles ? regards Christoph Ohliger

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Re: [otrs] OTRS 2.4 questions
by Michiel Beijen 20 Jul '09

20 Jul '09

The itsm modules in their current release do not yet support the 2.4 framework. You will not be able to update existing otrs::itsm systems to 2.4; you'll have to wait for the next release of the itsm module. I am not aware of any dates set for that release. -- Michiel Beijen Software Consultant +31 6 457 42 418 Bee Free IT + http://beefreeit.nl On Jul 16, 2009 10:00 AM, "Rachid Zarouali" <rachid.zarouali(a)nic.fr> wrote: Hy guys, as otrs 2.4 is ongoing and to be released very soon :-) i was wondering several questions: - for those running otrs::itsm latest version, will the update to 2.4 version of otrs break all the itsm stuff ? - can i use the itsm module on a fresh and clean install of otrs 2.4 ? Rachid --------------------------------------------------------------------- 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/

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Re: [otrs] How to track a ticket?
by Laura Urie 19 Jul '09

19 Jul '09

Hello Everyone, Hi All, I was wondering if there is a way to export the status and queue of ticket by its number. Indeed we have a workflow which make us move ticket through different queues. For instance, I'd like to write a script to track where is my ticket #xxxx anytime (which queue) and make a display my workflow status. Has anyone done that ? Any idea? Thank you for your help, Laura

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Close ticket, notify originator by email
by Alan McKay 17 Jul '09

17 Jul '09

Hey folks, Looks like yevgeniy does not live at his email address anymore :-( I've just about got my system tweaked out now, except for this one item. When I go to close a ticket the only option is "note-internal". There is not an option available to email the originator. And I just cannot figure out how to set that up. thanks, -Alan -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

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Notifications
by Daniel Tangen - Trigcom AS 17 Jul '09

17 Jul '09

Hi, When a ticket is mapped to a customer, how can I make the notifications go to the sender of the ticket, not the mapped customers standard email address? Thanks - Daniel

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