July 2009 - otrs - OTRS mailing lists

Automate selection of "My Queue"
by Daniel Powell 28 Jul '09

28 Jul '09

Hi, Thanks for the help with viewing items in a queue yesterday. I have another issue that I can't find how to solve. I would like to automate the selection of a users "My Queues" based upon their role/group so that they join the company in a specific department and already have that departments queues set up for them easily. Does anybody know how to do this? If not, is there a way of manually selecting the queues at user creation in the admin panel, instead of having to go through the preferences page or adding the user and then editing the user straight afterwards. Cheers, Dan _________________________________________________________________ Windows Live Messenger: Celebrate 10 amazing years with free winks and emoticons. http://clk.atdmt.com/UKM/go/157562755/direct/01/

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Help with configuring report
by Nikolay Yatsyshyn 28 Jul '09

28 Jul '09

Hello all! I need to create report from OTRS stats. How to create in X-axis - create time, VALUES-all customers for selected time?I see ALL customers for ALL time. And one more question: Some tickets changed it status before "closed successfully". How to trace this tickets, which field handle history? I need see how many tickets has "bad" status, but was closed for last month. Thanks.

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2.4.1 GenericAgent -
by Glossop, Andrew 28 Jul '09

28 Jul '09

Just checking my GenericAgent settings. I now get this warning: Warning! This tickets will be removed from the database! This tickets are lost! Delete tickets = NO is there something wrong here? or do you get this warning whatever the setting is? Also, I get this: Currently this generic agent job will not run automatically. To enable automatic execution select at least one value from minutes, hours and days! Do I need to modify settings that worked in 2.3.4? has something changed here? this is for a job that I want to run every 10 minutes, so I didn't select any hour or days, just all the minutes settings. Kind Regards, Andrew Glossop

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Generic Agent CustomerID - selecting multiple IDs
by Glossop, Andrew 28 Jul '09

28 Jul '09

I want to run a job with multiple selections for CustomerID. is it possible to do that? I can't find anything in the manual. I was hoping that something like this would work: bob||john|fred I'also tried bob,|john,fred bob;|john;fred none of these worked. any suggestions? or do I need to create individual jobs? A "copy job" feature would be really useful I think. Kind Regards, Andrew Glossop

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Auto Notification
by David Holder 28 Jul '09

28 Jul '09

Hi Everyone, I have a question/issue with auto notifications in OTRS, this is the first time I've installed it. I've currently set OTRS up so I can receive e-mails to the OTRS system (I get notifiied of the ticket being in the queue). However, the person who sent the e-mail doesn't get notified about it, dispite it being set up. Does anyone have any ideas? Thanks David

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Conversion of a Latin1 (ISO-8859-1) DB to UTF-8 for use with OTRS - MySQL (14 Gb)
by Rodrigo Correa 28 Jul '09

28 Jul '09

Hi, I have the need to convert the collation of a database in Mysql (14Gb). My database is using collation latin1 (ISO-8859-1), I need to convert it to UTF-8. I found the forum two ways of doing this, (FAQ: 4200202 and 4200315). The message recommends FAQ 4200202 perform the procedure using the "Recode", since the message 4200315 FAQ recommends using the procedure via script. What is the best option for me to make this conversion? Since my database is now 14Gb. Thank´s _________________________________________________________________ Novo Internet Explorer 8. Baixe agora, é grátis! http://brasil.microsoft.com.br/IE8/mergulhe/?utm_source=MSN%3BHotmail&utm_m…

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upgrading to 2.4.1 frustration
by Craig Meirick 27 Jul '09

27 Jul '09

Please help. I have been having many issues with the upgrade from 2.3.4 to 2.4.1. I am following the steps in the UPGRADING file to upgrade OTRS on an openSUSE 10.3 box. I get through the first two steps just fine and then am trying the actual install of the new RPM package. As root I do: rpm -ivh otrs-2.4.1-01.noarch.rpm It returns many file conflicts with the previous package otrs 2.3.3-01. I get for example, warning: [file.dtl] conflicts with [file.dtl] from package otrs 2.3.3-01 on many files. So next I uninstalled OTRS 2.3.4 using YaST and tried again. Now I am getting for example, warning: [file.dtl] created as [file.dtl.rpmnew] on many files. Am I missing a step here? I thought that the install would just work but maybe I need to use a --force argument when running the rpm -ivh? I tried using YaST for the install first but that looked like it wanted to start the install then it would just close the window with no warning. Please help. Craig >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<

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Error after updating to 2.4
by Stefano Milziadi 27 Jul '09

27 Jul '09

Hi, i receive this error after i've updated to 2.4 version from 2.3.4. "Message: Module Kernel/Output/HTML/NavBarTicketBulkAction.pm not found!" How can i resolve? Thanks

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OTRS Permission Setup
by Daniel Powell 27 Jul '09

27 Jul '09

Hi, I'm setting up a ticket system for a company, and I'm running into a few issues with permission setup that I was wondering if anyone could help with. The situation is that the company has a number of queues, one for each department. A call comes into the company and is entered into the customer support queue, where it is later allocated to another departments queue. The department fixes the problem and passes back the ticket to the customer support queue. For this purpose they would like for a ticket to show up in the relevant departments QueueView, but not let them close a ticket. Instead only the customer support department can close a ticket. The problem I'm having is that when a department doesn't have full read-write access to a queue, including the option to close a ticket, the queue's tickets disappear from the relevant QueueView entirely forcing them to have to perform a search for any of their departments tickets! Does anyone have any ideas how to solve this at all? Many thanks in advance. Dan divot_powell(a)hotmail.com _________________________________________________________________ With Windows Live, you can organise, edit, and share your photos. http://clk.atdmt.com/UKM/go/134665338/direct/01/

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debian package for 2.4.1
by Ivars Strazdiņš 27 Jul '09

27 Jul '09

Hello all, is there a plan to prepare a debian package of version 2.4.1 or should I address this question directly to Debian package maintainer Mr. Werner instead? Kind regards, Ivars

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