March 2010 - otrs - OTRS mailing lists

Re: [otrs] Hide the Required Queues on Customer frontend -- solutionfound.
by Florian Houel 11 Mar '10

11 Mar '10

That's working like a charm, thank you Ramana. This way, as expected in our model, the client sees only it's own main queue. There's just one more thing (for now :-) ) : despite there's just one possible queue for the client, he still has to select it. So, is there a way to auto-fill the queue field with this unique possible queue ? Thanks for any clue, Florian. -----Message d'origine----- De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de ramana Envoyé : mercredi 3 mars 2010 07:51 À : User questions and discussions about OTRS. Objet : [otrs] Hide the Required Queues on Customer frontend -- solutionfound. Hi Every one. IT is possible to hide the Required Queues on Customer frontend. IT is working fine for me. Solution : Hide the Required Queues on Customer frontend Add this script on ACL list $Self->{TicketAcl}->{'ACL-Customer-Queues'} = { Properties => {Frontend => {Action => ['CustomerTicketMessage'] }}, PossibleNot => { Ticket => { Queue => ['[RegExp]::', '[RegExp]^CHN-IT-L1', '[RegExp]^CHN-IT-L2', '[RegExp]^HYD-IT-L1', '[RegExp]^HYD-IT-L2', '[RegExp]^Junk', '[RegExp]^Misc', '[RegExp]^Raw', '[RegExp]^Postmaster',] } }}; Regards, Ramana --------------------------------------------------------------------- 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/

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queue selection in customer portal
by Norbert Bede 11 Mar '10

11 Mar '10

hi, I'm looking to similar functionality as in QueueView in Agent iterface. In customer user interface I cant find a way, how customer user should select tickets only a specific queue. The best way should be a dropdown menu or the same as in agent queueview. nbe222 [norbert bede]

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Agent notification not working
by manish ramteke 11 Mar '10

11 Mar '10

Hi, I have done changes in Preferences and enabled ticket all notification for a agent.Agent belongs to a particular queue Are there any other settings required in queue or for user which I might be missing. Please suggest. Regards, Manish Ramteke

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Updating followup/first reply times when replying by email.
by Martin Møller 11 Mar '10

11 Mar '10

Hi there. It seems that when you reply to a case via e-mail you are automatically assumed to be a customer and the SLA times for first reply and/or followup reply is not updated. In our case, many agents prefer to update their cases by e-mail, so how can I update these fields via Postmaster filters matching our email domain? I see some fields about pending time, but that is not related to the SLA, is it? I am not sure which, if any of the TicketTime fields would be the one to look at, and not sure I would be able to do the required things with the normal PostMaster filters... Basically, I would like the counters to reset to zero, just as they would when using the web interface. Is this possible? Regards, /Martin.

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How do we duplicate queue
by manish ramteke 11 Mar '10

11 Mar '10

Hi, Is there any way of duplicating queue.I have a scenario where i want to use a queue template for creating rest of the queue so that I don't have to put the same in information for every queue. Please suggest. Thanks and Regards, Manish Ramteke

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LDAP-integration on fields
by Lars Jørgensen 10 Mar '10

10 Mar '10

Hi, When we create a new phone ticket, the "From" field makes LDAP lookups on the AD and the same thing happens on the "To" field on a new email ticket. Can this functionality be extended to all email fields in OTRS? It would be immensely useful to have it available on "reply" and "forward" actions. -- Lars Jørgensen Gyldendal IT Infrastruktur tel +45 33 75 57 95 itlj(a)gyldendal.dk

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CPU overload on PostMasterMailbox's PID Deletion
by Ð＠NN¥ Th£ P0Ua5500n FL¥\/00Ð 10 Mar '10

10 Mar '10

Hi everyone, I'm currently new with OTRS and I really like the software but I have a little problem.. I'm running OTRS 2.4.7 with StrawberryPerl under Windows through a VMWare machine and I've noticed that every hour, when the PIDCreate remove the PID from PostMasterMailbox, the CPU is overloading for an unlimited period of time. Once we enter a new hour, like 1h00pm, there's a new "perl.exe" running, using all the CPU and keeping always the same number of memory space. I'm not sure about anything but from your opinions: Does it could it be possible that using IMAP could has an impact? I've notice that most people uses POP3.. Does having around 33 postmaster filters could slow down the process' completion (we only receive around 1 or 2 e-mails every half an hour)? Does using IMAP provide no e-mail deletion then search for new e-mails, so as the mailbox grow, the PostMasterMailbox look at every e-mail? Should I provide the IP address or the ServerName of the Mail server? I also had this CPU problem with OTRS 2.4.6 with OTRSPerl. I've upgraded and changed the Perl interpreter in case that the problem could be fixed... Here's what I get from the OTRS log file: [Mon Mar 8 10:00:09 2010][Notice][Kernel::System::PID::PIDCreate] Can't create PID GenericAgent, because it's already running (SERVERNAME.com/3016) [Mon Mar 8 10:40:08 2010][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterMailbox, because it's already running (SERVERNAME.com/3008) [Mon Mar 8 10:50:06 2010][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterMailbox, because it's already running (SERVERNAME.com/3008) [Mon Mar 8 11:00:09 2010][Notice][Kernel::System::PID::PIDCreate] Removed PID (PostMasterMailbox/SERVERNAME.com/3008, because 1 hour old! *Exactly at the last action, the process starts and never stops. Thank you in advance for any of your help! Danny B. _________________________________________________________________ Messenger sur votre téléphone = MI sur la route http://go.microsoft.com/?linkid=9712965

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Note notification for queue
by Guillaume Rehm 10 Mar '10

10 Mar '10

Is it possible to send note notification for all agents who have access rw to ticket queue ? In my otrs config, note notification is only send to owner. But in case of untouch ticket (after some days), my supervisor agent, want to be able to keep attention (and coaching) of all agents who have rw access to this ticket queue. I seeking to create a note, but notification isn't sent to all agents. I try Notification(event), but there are no event for note creation. I try Generic Agent, but there is nothing about note. I try SysConfig FrontendAgent:ViewNote but find nothing. Do you have an idea ? Thanks a lot for your great help 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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Customizing Modules
by Justin Noel 10 Mar '10

10 Mar '10

I can't find anything that describes how to safely customize a module in OTRS. I want to be able to modify a module and not worry about it getting overridden in a future upgrade. For example, I've made changes to AgentTicketZoom.pm. If I ever upgrade OTRS, it's just going to get replaced. How do I prevent this from happening? Thanks, Justin Noel http://www.calendee.com

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Re: [otrs] Use of "Note Type" which is present in close ticket page
by manish ramteke 10 Mar '10

10 Mar '10

Hi, Also we have a field which asks to fill "Time units (work units)" .Please let me know what is the unit that we put here is it minutes or hours. On Wed, Mar 10, 2010 at 1:01 PM, manish ramteke <manish.s.ramteke(a)gmail.com>wrote: > > Hi, > > Please let me know few cases for which we would like to use field "Note > Type" on page appears while > closing tickets.What is meaning of note-internal and note-external values > for Note Type field and how can I configure them. > > Thanks in advance. > > Regards, > Manish Ramteke > > > > -- Regards, Manish Ramteke Mobile 9604861644

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