July 2009 - otrs - OTRS mailing lists

Setting working hours/ business hours
by Katta, Lokesh Katta Subramanyam 17 Jul '09

17 Jul '09

Hi All, Are working hours and business hours mean the same in OTRS? Also for working hours it is only possible to configure the hours. How do I configure some thing like 8.30 am to 6 pm as working hours? Thanks Lokesh

1 0

How can I disable a module?
by Mohamed-Amine Kadimi 16 Jul '09

16 Jul '09

Hi all I want to disable the module that lets you assign a group to a user. I managed to hide the "Users <-> Groups" menu link through SysConfig, but the module is still active if I type directly its url: http://host/otrs/index.pl?Action=AdminUserGroup. I saw in the demo system at otrs.com a module that has been disabled and when I went to its page it shows this message in red "Sorry, feature not active!". How can I do the same thing with AdminUserGroup? Thanks _________________________________________________________________ More than messages–check out the rest of the Windows Live™. http://www.microsoft.com/windows/windowslive/

2 6

OTRS 2.4 questions
by Rachid Zarouali 16 Jul '09

16 Jul '09

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

1 0

Delete a ticket?
by Kirby Fell 15 Jul '09

15 Jul '09

Hi All, Is there any way to completely delete a ticket? We created quite a few "test" tickets while resolving an email issue and I would like to clean that up. Thanks. Kirby L. Fell Technology Coordinator Cambrian School District 4115 Jacksol Drive San Jose, CA 95124 P. 408-377-2103 Ext. 115 F. 408-377-5944

2 2

Customer Ticket view
by yevgeniy.kolesnyk＠obi.ua 15 Jul '09

15 Jul '09

Hello there, i found one interesting thing. when customer create ticket and then agent close it with some coment. The customer may see only the status of his ticket, like closed, but no agent coment to it's zoom. The question is how to show to the customer full history with the agent comments? 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.

2 3

Hello and first question
by Santiago R. Lunar M. 15 Jul '09

15 Jul '09

Hi, my name is Santiago Lunar and new using OTRS, i'm from Venezuela and work with Debian GNU/Linux since 2003; i think OTRS is a great Trouble Ticket system; i work as a server administrator in my country and I've already configured my OTRS but have a doubt and hope you guys could give me a hand. The thing is that i want to delete some items from the main toolbar because i don't want the users to use some of that features like i.e Phone-Ticket. What should i modify for making this items disappear? Please let me know what kind of info do you need. I'll give you all the info you need.

3 6

Error Message when clicking submit
by Kirby Fell 15 Jul '09

15 Jul '09

Hi, Has anyone ever seen the following error message when trying to submit a new help desk ticket? Software error: No SASL mechanism found at D:/OTRS/otrs/Kernel/cpan-lib/Authen/SASL.pm line 73 For help, please send mail to the webmaster (newcombj(a)cambrian.k12.ca.us<mailto:newcombj@cambrian.k12.ca.us>), giving this error message and the time and date of the error. Kirby L. Fell Technology Coordinator Cambrian School District 4115 Jacksol Drive San Jose, CA 95124 P. 408-377-2103 Ext. 115 F. 408-377-5944

1 0

Automatic unlocking after moving ticket
by Frito Lay 15 Jul '09

15 Jul '09

Hi list, I would like the system to automatically unlock a ticket being moved to a queue where the agent wouldn't be able to unlock it afterwards (because of rights restrictions). Has anybody implemented this?

2 1

Add a new (global) search template
by ml ml 15 Jul '09

15 Jul '09

Hello List, how can i add a new global search template. If i save a search template now, itsonly valid for me and not the other users. Cheers, Mario

1 0

Re: [otrs] Customer interface - Hidding messages
by Michiel Beijen 15 Jul '09

15 Jul '09

Hi Fernando, In TicketZoom you'll have your options on the right hand side of the screen. Choose for "Forward" under "Article". Here you can select "email-internal" which will make the email only visible to agents with permissions on the queue and not to customers. -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl On Fri, Jul 10, 2009 at 10:46, Fernando Frediani (Qube) < fernando.frediani(a)qubenet.co.uk> wrote: Hi, I have my OTRS with Agents and Customers interface running fine. When a customer sends an e-mail and it creates a ticket normally wich is then assigned to an agent. This agent eventually from the system sends e-mail to suppliers(via OTRS not copying the client) for example to get quotes and then get back to the client via OTRS as well. Problem is that if the customer logs in to the customer interface he can see all these messages that were sent to e-mails other than his. Anyone knows a workaround for it where he can only see the messages where his e-mail is present? Wondered if anything to do with one of these settings: CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['sn', 'givenName', 'sAMAccountName', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 25, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Thanks Fernando *Qube Managed Services Limited*:: *The Engineer’s Choice for Co-Location, Internet Bandwidth, Design & Build, and Managed Servers* *Qube Managed Services Limited :: Company Number 6215769 Registered in England and Wales :: VAT Registration No: GB 933 8400 27 * This e-mail and the information it contains are confidential. If you have received this e-mail in error please notify the sender immediately. You should not copy it for any purpose, or disclose its contents to any other person . P* **Please consider the environment - do you really need to print this email?* --------------------------------------------------------------------- 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/

1 0