November 2010 - otrs - OTRS mailing lists

Assign tickets for agents without rw permissions
by José Alberto López Macías 08 Nov '10

08 Nov '10

Hi everybody, I've configured GenericAgent.pm to send Escalation mails, when I use notify all agents who can access the ticket with rw permissions option all the notifications work very good but in order to differentiate the agents to reach them notifications I remove the permission "rw". When I apply the change at new ticket interface do not show me the agents that not have permission "rw" for assign the ticket. Anybody know how I can configure that all Agents (with rw or without rw permissions) be showing in in new ticket interface (new phone ticket) Saludos, MTIA José Alberto López Macías

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update of OTRS 3 beta demo system ?
by Alexander Halle 08 Nov '10

08 Nov '10

Hi, is there a chance in the near future for a update of demo.otrs.org from beta 4 to beta 7 ? This would be helpful for last bug reports or review of existing bug reports before the final release. Thanks in advance Alexander -- radprax Gesellschaft für Medizinische Versorgungszentren mbH | Sitz und Registergericht: Wuppertal, HRB 19359 | Bergstr. 7 - 9, 42105 Wuppertal Geschäftsführung: Andreas Martin, Dr. Heiner Steffens, Dr. Renate Tewaag Direktkontakt Fon +49 202 2489 1123, Fax +49 202 2489 94 1123

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webticket queue dispatch
by GARDAIS Ionel 08 Nov '10

08 Nov '10

Hi, How to dispatch new webticket to different queues, based on the customer ? The default queue is Postmaster but Postmaster filters are not applied to webtickets created inside the Postmaster queue. I though of using a GenericAgent task but there are no "Incoming customer" criteria to make the dispatch. What is the correct way of doing this ? Thanks, Ionel

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Permissions
by Munroe Sollog 08 Nov '10

08 Nov '10

It seems that in order to allow the iphone application to function properly www-data requires write access on the following folders: /usr/share/otrs/bin /usr/share/otrs/Kernel /usr/share/otrs/Kernel/System /usr/share/otrs/Kernel/Output /usr/share/otrs/Kernel/Output/HTML /usr/share/otrs/Kernel/Modules I can not understand why I should give www-data write permissions to /bin and /Modules. We do not use the 'SetPermissions.pl' script because it seems that permissions are set rather loosely. Can someone explain to me why /bin and /Kernel/Modules needs to be written to? Thanks. -- Munroe Sollog Systems Engineer Digirati Consulting, Inc sollog(a)digiraticonsulting.com

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Closing ticket with note-external
by Jos Vos 08 Nov '10

08 Nov '10

Hi, What is the reason that you can only select "note-internal" in the close ticket window and not "note-external"? Or is this a bug? I understand you normally want to close a ticket with a reply, but in some cases we do want to work only web-based and still leave a note for the customer when closing the ticket. A workaround is to first add a note and then close it, but that's not very elegant. For me this is a minor issue, but I'm just curious... Thanks, -- -- Jos Vos <jos(a)xos.nl> -- X/OS Experts in Open Systems BV | Phone: +31 20 6938364 -- Amsterdam, The Netherlands | Fax: +31 20 6948204

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how to send mail when new ticket created
by battulga.g 08 Nov '10

08 Nov '10

Hi all Not received mail when newticket created. Configured on "Auto Responses <-> Queue". But not received mail. How to another configure this. BR, Battulga.g

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User-definable UserTicketZoomArticleTableHeight Preference
by Hugh Kelley 05 Nov '10

05 Nov '10

The value that controls the size of the ticket zoom article table is inconsistent among my users. Can users update this value via the UI? I have several people with a value of 65. At that setting, the article table only shows about four entries. Others can see eight or more. This creates article envy among agents. How/when is this set? Hugh

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Re: [otrs] Change of URL
by Jason Hazlett 05 Nov '10

05 Nov '10

Hi, These two parameters were what I needed, thanks! - Jason. On 11/5/10 12:30 AM, "Alexander Halle" <ahalle-otrs-en(a)radprax.de> wrote: > jhazlett(a)rufustech.net wrote : >> After installing OTRS we decided to change the URL to be >> www.website.com/support/index.pl instead of www.website.com/otrs/index.pl. >> This caused some immediate problems which I solved with an Apache Alias. >> However, it is still causing some issues since this is stored in the >> system someplace which OTRS uses to build URLs. Can someone tell me where >> I can change this properly our OTRS installation? > > Hi Jason, > > just a wild guess : > > Check the parameters ScriptAlias and Frontend::WebPath in Sysconfig. > > Regards > > Alexander -- Jason Hazlett RufusTech http://www.rufustech.net 206-498-8793 / 509-312-9289

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Change of URL
by jhazlett＠rufustech.net 05 Nov '10

05 Nov '10

Hello, After installing OTRS we decided to change the URL to be www.website.com/support/index.pl instead of www.website.com/otrs/index.pl. This caused some immediate problems which I solved with an Apache Alias. However, it is still causing some issues since this is stored in the system someplace which OTRS uses to build URLs. Can someone tell me where I can change this properly our OTRS installation? Thanks, - Jason. -- Jason Hazlett RufusTech http://www.rufustech.net 206-498-8793 / 509-312-9289

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Set Responsible Automatically
by jose francisco luis medina 04 Nov '10

04 Nov '10

There any way to configure the OTRS to automatically assign (random) the Responsible tickets when they arrive to the queues?

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