March 2010 - otrs - OTRS mailing lists

question about FAQ permissions
by Leonardo Certuche 12 Mar '10

12 Mar '10

Hello people, I'm having trouble defining permissions for the FAQ module. Reading http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=250 I understand the following: Put all users, that should be able to add and remove FAQ cathegories etc. to the FAQ, to the "faq_admin" group. Put all users, that should be able to use the FAQ (create new FAQ articles, edit existing FAQ articles), into the "faq" group. So I gave my agent who won't create FAQ articles the following permissions: faq <http://seus/otrs/index.pl?Action=AdminGroup&Subaction=Change&ID=4>ro move create note owner priority | rw faq_admin<http://seus/otrs/index.pl?Action=AdminGroup&Subaction=Change&ID=5> | Then I log into OTRS as that same agent, go to a given article but it still shows the following options: Back <http://seus/otrs/index.pl?Action=AgentFAQ&CategoryID=12> - Edit<http://seus/otrs/index.pl?Action=AgentFAQ&Subaction=Update&CategoryID=12&It…>- History<http://seus/otrs/index.pl?Action=AgentFAQ&Subaction=History&CategoryID=12&I…>- Print<http://seus/otrs/index.pl?Action=AgentFAQ&Subaction=Print&CategoryID=12&Ite…>- Link<http://seus/otrs/index.pl?Action=AgentLinkObject&SourceObject=FAQ&CategoryI…>- Delete<http://seus/otrs/index.pl?Action=AgentFAQ&Subaction=Delete&CategoryID=12&It…> Is there something else I should do in order to make sure a given agent won't be able to create/edit/delete FAQ articles? Thanks in advance for your help, Leonardo Certuche

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PostMasterMailbox doesn't fetches the mail
by -- akmych 12 Mar '10

12 Mar '10

I use OTRS 2.4.7 for Win. It works fine, except fetches mail automatically. When i use "Run Now!" command via "PostMaster Mail Account", OTRS fetches all new mail from my POP3 account. When in cmd I type command *C:\Program Files\OTRS\StrawberryPerl\perl\bin\perl.exe "C:\Program Files\OTRS\OTRS\bin\PostMasterMailbox.pl"* it receive email. But cron job postmaster_mailbox doesn't fetches the mail although it execute every 2 minutes. postmaster_mailbox.dist: */2 * * * * $HOME/bin/PostMasterMailbox.pl >> /dev/null my cronw.log: [2010/03/11 12:38:00] state: SERVICE_RUNNING [2010/03/11 12:38:00] checking for jobs to run [2010/03/11 12:38:00] skip reading crontab - file unchanged [2010/03/11 12:38:00] checking jobs at min: 38, hour: 12, day: 11, month: 2, wday: 4 [2010/03/11 12:38:00] found job to execute: 'C:/PROGRA~1/OTRS/StrawberryPerl/perl/bin/perl.exe' with C:/PROGRA~1/OTRS/OTRS/bin/PostMasterMailbox.pl [2010/03/11 12:38:00] executing job C:/PROGRA~1/OTRS/StrawberryPerl/perl/bin/perl.exe - C:/PROGRA~1/OTRS/OTRS/bin/PostMasterMailbox.pl [2010/03/11 12:38:00] Win32::Process::Create('C:\Program Files\OTRS\StrawberryPerl\perl\bin\perl.exe', 'perl "C:\Program Files\OTRS\CRONw\cronService.pl" --exec=433a2f50524f4752417e312f4f5452532f537472617762657272795065726c2f7065726c2f62696e2f7065726c2e657865 --args=433a2f50524f4752417e312f4f5452532f4f5452532f62696e2f506f73744d61737465724d61696c626f782e706c20', '.') [2010/03/11 12:38:00] will sleep 20 seconds [2010/03/11 12:38:00] going to start C:/PROGRA~1/OTRS/StrawberryPerl/perl/bin/perl.exe with arguments 'C:/PROGRA~1/OTRS/OTRS/bin/PostMasterMailbox.pl ' [2010/03/11 12:38:00] Win32::Process::Create('c:\system\4nt\4nt.exe', '"4nt.exe" /C "C:/PROGRA~1/OTRS/StrawberryPerl/perl/bin/perl.exe C:/PROGRA~1/OTRS/OTRS/bin/PostMasterMailbox.pl "', 'C:/PROGRA~1/OTRS/StrawberryPerl/perl/bin') [2010/03/11 12:38:00] Process 2248 started [2010/03/11 12:38:00] Process 2248 finished. Exit code: 2 so it doesn't work -- and i don't know why.

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Re: [otrs] Convert iso-8859-1 to utf-8
by André Bauer 12 Mar '10

12 Mar '10

Guten Tag Ivan De Masi, am Mittwoch, 10. März 2010 um 14:02 schrieben Sie: IDM> here's also a good howto if your going to convert your database or IDM> single tables: IDM> http://en.gentoo-wiki.com/wiki/Convert_latin1_to_UTF-8_in_MySQL I had problems when using iconv because it crashs if files are bigger than 2 GB. Maybe you can also use this script: /opt/otrs/scripts/tools/convert_db_to_utf8.pl -- Mit freundlichen Grüßen André Bauer monotek(a)gmx.net System: Ubuntu 8.04.1/Apache 2.2.8-MOD_PERL/MySQL 5.0.51a/ OTRS 2.3.3

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Re: [otrs] Hide the Required Queues on Customer frontend --solutionfound.
by Florian Houel 12 Mar '10

12 Mar '10

Nils, thank you for this answer. Unfortunately (my boss would say "hopefully for us !"), we don't have just one customer ... and I have to isolate my different customer's queues (let's say CUST_01, CUST_02, etc.). So I'm looking for a way to : - restrict one customer to its own queue => seems OK for me now: The "customer <-> group" function gives this "firewall", one guy won't see/create tickets in another customer's queue. Despite the ACL solution works (hiding the standard queues Raw, Misc, etc.), I followed your advice and disabled my ACL (my first one, snif !) in Config.pm and now use the CustomerPanelOwnSelection from Frontend::Customer::Ticket::ViewNew to manage the set of queues available for customers. I find it a little more elegant to manage allowed queues from SysConfig. - fill automatically the customer's queue on the customer's new ticket screen : maybe some additional coding to complete the "Action=CustomerTicketMessage&Dest=1||" with the customer's queue ? Once again, thank you in advance for any idea or experience. Cordialement, Florian HOUEL Bâtissons ensemble vos systèmes d'informations . . . 53, Cours Romestang - 38200 VIENNE Tél. : +33 (0)4 74 16 01 63 / +33 (0)6 72 00 16 45 Fax : +33 (0)4 74 16 18 66 http://www.arcanal.com <http://www.arcanal.com/> De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Nils Leideck - ITSM Envoyé : jeudi 11 mars 2010 21:05 À : User questions and discussions about OTRS. Objet : Re: [otrs] Hide the Required Queues on Customer frontend --solutionfound. I would not recomend to use ACL if you just want to enable 1 Queue. Search for "OwnQueueSelection" in the SysConfig and you will find your way ;-) For setting a default Queue you shoudl consider to change the SysConfig Option "Action" in Frontend::Customer::ModuleRegistration below "Ticket"-Group to something like: Action=CustomerTicketMessage?Dest=1||Postmaster First the DB-ID, followed by two pipes, followed by the current Queuename. Nils Leideck -- Nils Leideck Senior Consultant nils.leideck(a)leidex.net nils.leideck(a)otrs.com http://webint.cryptonode.de <http://webint.cryptonode.de> / a Fractal project

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Agent user's manual
by Swope, Mark 12 Mar '10

12 Mar '10

Hello, I've noted that the otrs_admin_book v2.4 indicates in the preface that it is "less interesting for agents or customer users." Is there a user manual available for agents? Something that explains in plain language what "note-internal" vs. "note-external", how otrs handles inbound and outbound emails, what "locked" means, etc? Mark Mark A. Swope | SGV International, LLC 8588 Katy Freeway, Suite 200 | Houston, TX 77024 Office: 713.647.7555 | Cell: 713.870.3975

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Intended use of /otrs-web/index.html
by Swope, Mark 12 Mar '10

12 Mar '10

Hello, Looking through /etc/apache2/conf.d/otrs.conf, I see an entry of 'alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" In that directory I see "index.html" that very helpfully redirects to the agent login page, http://myserver/otrs/index.pl In other words, http://myserver/otrs-web/index.html --> http://myserver/otrs/index.pl Where is /otrs-web/ from? I don't see it in the docs anywhere. I would like to set up something similar wherein: 1 - http://myserver/index.html --> http://myserver/otrs/customer.pl 2 - http://myserver/otrs/index/html --> http://myserver/otrs/index.pl The second one looks obvious, but will doing the first one (say by adjusting the Alias entry or adding another one) and adjusting a "customer" version of "index.html" and moving it *mess up* anything else that I don't know about? I guess I can try and find out, eh? Thanks, Mark

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Out of office traduction
by Guillaume Rehm 12 Mar '10

12 Mar '10

Hi list, Do you now where I can translate ***out of office till YYYY-MM-DD *** to ***absent du bureau jusqu'au DD/MM/YYYY ***. This text appears near agent names when they set out of office settings in preferences. I want to translate text and give french date format. I try to put a translation in my Kernel/Language/fr.pm file without results. I find nothing in Sysconfig. Any idea ? Thanks in advance Regards, -- 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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CI graphical representation
by Sandeep Murthy 12 Mar '10

12 Mar '10

Hello, Is there any graphical representation available for CIs related/ linked to each other? All I can see when I selected a specific CI, is a list of other CIs which are linked to it. Is there anything better available? Thanks, Sandeep

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Generate tickets for agent mails
by shiva krishna 12 Mar '10

12 Mar '10

What is the procedure to generate new ticket for all incoming mails of agent email ? is there any way ? please suggest -- G.Siva Krishna

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queue view subject
by Norbert Bede 12 Mar '10

12 Mar '10

hi, When customer sending an answer to an open ticket - then in queue view are not showing ticket subject anymore but last added article subject. This cause mistake in agent and also in customer interfarce. please help. nbe222[norbert bede]

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