February 2010 - otrs - OTRS mailing lists

Re: [otrs] how to hide the services
by ramana 01 Feb '10

01 Feb '10

Hi Nils Leideck, Thanks for your prompt support, It's done. my problem is resolved, We Appreciate the give solution is fulfill my requirement. Thanks & regards, Ramana Nils Leideck - ITSM wrote: > Hi, > > On 29.01.2010, at 11:47, ramana wrote: > >> I have created >> Queue is *TEST* >> Categories- service is *Desktop* >> sub - service is 1) *New Desktop* >> 2) *Desktop >> problem* >> 3) *Keyboard >> problem* >> in this above example i want to hide the sub -services list 1,2 &3 . >> >> if can you please provide the sample code for above example. > > > # ----------------------------------------------------------------------- > # start of ACL configurations > # ----------------------------------------------------------------------- > $Self->{TicketAcl}->{'ACL-Customer-Services'} = { > Properties => { > Frontend => { > Action => ['CustomerTicketMessage'], > }, > }, > PossibleNot => { > Ticket => { > Service => ['[RegExp]::'], > }, > }, > }; > # ----------------------------------------------------------------------- > # end of ACL configurations > # ----------------------------------------------------------------------- > > > Nils Leideck > > -- > Nils Leideck > Senior Consultant > > nils.leideck(a)leidex.net <mailto:nils.leideck@leidex.net> > nils.leideck(a)otrs.com > > > http://webint.cryptonode.de / a Fractal project > > CU @ CeBIT 2010 in Hannover, Germany <http://www.cebit.de> and get to > know more about OTRS > at booth no. C37 in hall 2 from March 2-6, 2010! > > > > > >

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Re: [otrs] how to hide the services
by ramana 01 Feb '10

01 Feb '10

Hi Nils Leideck, Thanks for your prompt support, It's done. my problem is resolved, we Appreciate the give solution is fulfill my requirement. Thanks & regards, Ramana Nils Leideck - ITSM wrote: > Hi, > > On 31.01.2010, at 12:38, ramana wrote: > >> Agent can able to all the service's and sub-services, >> customer frontend hide the sub-services. only they can see the >> service Desktop. > > did you actually try my ACL ??? ??? > > Again: > >> # ----------------------------------------------------------------------- >> # start of ACL configurations >> # ----------------------------------------------------------------------- >> $Self->{TicketAcl}->{'ACL-Customer-Services'} = { >> Properties => { >> Frontend => { >> Action => ['CustomerTicketMessage'], >> }, >> }, >> PossibleNot => { >> Ticket => { >> Service => ['[RegExp]::'], >> }, >> }, >> }; >> # ----------------------------------------------------------------------- >> # end of ACL configurations >> # ----------------------------------------------------------------------- > > Nils Leideck > > -- > Nils Leideck > Senior Consultant > > nils.leideck(a)leidex.net <mailto:nils.leideck@leidex.net> > nils.leideck(a)otrs.com > > > http://webint.cryptonode.de / a Fractal project > > CU @ CeBIT 2010 in Hannover, Germany <http://www.cebit.de> and get to > know more about OTRS > at booth no. C37 in hall 2 from March 2-6, 2010! > > > > > >

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impossible to send email to the following cc
by Martignier, Philippe 01 Feb '10

01 Feb '10

Hi there, OTRS is giving an error message with a ticket with the following cc: "\"ufuk kalmanoglu-trb satis\"@kapur.svc.unicc.org" <"ufuk kalmanoglu-trb satis"@kapur.svc.unicc.org<mailto:>>, "\"sedat silahtaroglu-turbosan\"@kapur.svc.unicc.org" <"sedat silahtaroglu-turbosan"@kapur.svc.unicc.org<mailto:>> This CC has been added automatically during the ticket creation process. When agents want to do an empty answer there is a red error message that comes ... How can it happen that a message coming from outlook can be wrong in OTRS ??? Many thanks Philippe Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

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OwnerUpdate fired by whom?
by Leonardo Certuche 01 Feb '10

01 Feb '10

Hi there, Here is an strange behavior that we don't understand, hopefully we will with your help: 1. An agent creates a ticket using the AgentTicketPhone interface and assigns it to a given queue (which he does not have in "my queues") at 15:34:35 2. Notifications are sent to the ones watching the given queue at 15:34:35 3. An OwnerUpdate event occurs at 15:34:35 and the new owner is the agent who created the ticket. No Agent fired this event o_0 Attached is a screenshot of the history of this ticket. We'd love to clarify who or what fired the OwnerUpdate event. Thanks, Leonardo Certuche

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Cannot set DefaultCharset in Config
by mailings＠atlantismedia.de 01 Feb '10

01 Feb '10

Hi, I want to change the default charset from iso-8859-1 to utf-8, but when I change and save it, the page reloads and it is set to the old value again. The system log shows no errors. OTRS is 2.4.6 on Debian 5.0.3 Do I need a charset package or something like that? Lars

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Answer top response
by Guillaume Rehm 01 Feb '10

01 Feb '10

Hi list, Is it possible (on OTRS 2.4.6) to post auto-response on top of mail ? Thanks in advance for your help. -- Guillaume REHM Centre de Ressources Informatiques Responsable Sécurité du Système d'Information (RSSI) Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 23 fax: 03 88 25 28 03 mail: guillaume.rehm(a)bnu.fr web: http://www.bnu.fr

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