June 2010 - otrs - OTRS mailing lists

agents can't view closed ticket
by e c 28 Jun '10

28 Jun '10

Hi all, I recently noticed that for my OTRS it is not possible to view closed ticket for agents what where responsible for it. Can anyone show me how to enable this? Thank you. Ed.

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UPDATE ** OTRS 3 Beta Release Party!
by Shawn Beasley 28 Jun '10

28 Jun '10

Dear OTRS Community, The beta release party, scheduled for the day of the beta release of OTRS 3 02AUG10, has moved to the planning phase. The agenda is still in work, and should be released by Monday 28JUN10. Everyone is welcome who pre-registers with OTRS AG. Please pre-register per mail to "Event Registrar <rsvp.event(a)otrs.com>" if you would like to attend the release party. We will then confirm the reservation shortly before the event. The plan is simple: Meet, Greet, Test, Report and then enjoy the remainder of the time being around users sharing the same interest as you: OTRS. Locations where the party will happen: * area of Frankfurt, Germany * Cupertino, California ...and new on the list.... * Leiden, The Netherlands P.S. ... anyone looking to aid in the organization, please contact me directly. -- Shawn Beasley Manager Community Marketing OTRS AG Norsk-Data-Str 1 61352 Bad Homburg Germany T: +49 (0) 9421 56818 330 F: +49 (0) 9421 56818 18 I: http://www.otrs.com/ Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: André Mindermann

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database question
by Peter Leggett 28 Jun '10

28 Jun '10

Hi, I am looking at setting up a helpdesk system based on OTRS for our dept. I would authenticate agents and customers against our main University LDAP service. But for the customer (and agent) data, our set up is such that the customer, e.g staff, student, is held in a number of databases. For example our LDAP service hold uid and email but another database holds room number, telephone number. My initial questions are :- 1. Is it possible to somehow obtain the selection of user data, e.g. name, telephone, email, room number from a variety of database sources at the same time ? I can see one can have multiple database sources from the admin manual but it is unclear if for a individual user can have data sourced from different databases at the same time ? 2. Would I need to have a OTRS database pulling this data from the different sources when the user first logs in ? or can it be done on the fly each time a user's info is reqiured ? 3. If the data needs to be pulled into a OTRS database using say the AuthSyncModule can this data be updated periodically some how from the master source databases? Is there already a mechanisum to do this or would I have to write something ? Many thanks for any help on this, Pete -- Peter F. Leggett Computing Development Officer Engineering, Mathematics and Physical Sciences University of Exeter

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OTRS DASH Board Graphical Display
by Siva Prasad 28 Jun '10

28 Jun '10

Hi All, Is there any chance of customizing the OTRS dashboard where I can view the Tickets opened/closed by an agent.And also for the tickets escalated. I would like to have a graphical display Thanks

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Problem configuring cron
by Trasschaert Karl 28 Jun '10

28 Jun '10

Hi, regarding the doc, i'm configuring the cron jobhttp://wiki.otrs.org/index.php?title=Installation_on_Debian_5.04_lenny I have this error: administrator@ubuntu10:/opt/otrs/var/cron$ sudo for foo in *.dist; do cp $foo `basename $foo .dist`; done # copies all files with .dist extension to regular name-bash: syntax error near unexpected token `do' Could anyone help me to configure that ? Thx Karl _________________________________________________________________ Internet Explorer 8: le navigateur le plus utilisé au monde. http://www.microsoft.com/belux/fr/windows/internet-explorer/

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How to allow to ro user select and/or create customer user for a ticket?
by d.grechishkin＠rsu.edu.ru 28 Jun '10

28 Jun '10

I have a problem. There is a default queue Raw and default group users on it. Ro user got ro, move_into, create and note permissions in this group. But he haven`t any ticket in a digest, but it is necessary, and he can`t create or even select a customer to assign it for a ticket. He got some of tickets in queue view by enabing an option Ticket::Frontend::AgentTicketQueue###ViewAllPossibleTickets, but it`s not enough Tell me please, how should i manage permissions or change some options in sysconfig to enable for ro user to view the queue tickets in digest and chose and/or create customer users? Ryazan State University IT Department Tel. +7 (4912) 460-708 ext. 2188 Fax. +7 (4912) 281-435 E-mail: d.grechishkin(a)rsu.edu.ru

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Survey Help
by Kevin Bednar 26 Jun '10

26 Jun '10

Can anyone help with the Survey module? I have it installed, I have set Survey::SendPeriod = 0, created a survey and assigned it to all queues on the system, but no matter what it wont send anything after closing a ticket. The survey is the only one in the system currently and IS marked Master. All other mail functions on the system work, both inbound and outbound. Any idea what's missing here? I followed the incredibly sparse, google translated info on the web and it's not working. Documentation really needs to be improved on some areas. I see references in the latest manual for a CMS module, but it does'nt seem to exist in the repository. Yet the Survey module does exist, but there is nothing at all in docs about it. TIA to all! Kevin

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A few quick questions
by Kevin Bednar 25 Jun '10

25 Jun '10

Hey all, I'm a complete newb to OTRS so be easy if you can. :) Just installed a few days ago, and had a few initial issues but some excellent help from Michiel and he explained what I was missing. So far, for what I'm doing the system is great! I cam from Cerberus so the learning curve is much steeper, however the system is tons more powerful. The 2 main things I need some help with are: 1) Can someone tell me how to use the "Survey" module? From reading it seems like one can use it to email a customer after a ticket has been closed to solicit their input on their satisfaction level with the service, which for a 1 man shop like myself is definitely valuable. I have it installed but if I click the "Survey" button it shows just an Overview screen with some headers (Number, Title,Status and Created) but there is nothing under them and no "Add" button I can see to create a new one. Am I missing something stupid here? 2) One of the queues I have is called Support. What I would like to be able to do is have something like this happen when an inbound email is received for that queue: A) Email comes into Support queue B) System creates a new ticket and if the email address is NOT in the Customer Users database then add that email and create a random password B1) If email IS in the Customer User database then just go to step C C) Build a autoresponse email including a URL for the customer portal based on step B above, ie: it its a new customer the email contains login name, password, and URL for login page. If they ARE in the customer user db, leave the login information out of the autoresponse and give them a URL direct to that ticket number if possible? I think this is doable from the features I've seen for the system. I already have basic autoresponders working fine, but don't know how to accomplish creating a new customer account if they dont exist, and how to create the logic needed to build the URL's based on whether the customer is in the db or not. 3) Has anyone integrated OTRS with SugarCRM? I know it can be done and Michiel pointed me to the customer db backend docs, but like I said I'm still trying to learn OTRS itself and am not really familiar with Sugar either as I just installed it a few days ago. What I would like to do is keep my actual customer info (Name, address, city, phone, email, etc.) in Sugar and then have OTRS be able to pull that info from sugar when a ticket is created based on customer id (which looks like is just the email address in OTRS, which also exists in Sugar, as they have no specific customer id field) and be able to put a list of ticket numbers for that customer in their information in sugar, maybe in the notes field? Any help with any of the above would be GREATLY appreciated! Looking forward to having OTRS help keep things running smoothly! Kevin

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OTRS DASHboard configuration
by Siva Prasad 25 Jun '10

25 Jun '10

Hi All, Is there any chance of customising the OTRS dashboard where I can view the Tickets opened/closed by an agent.And also for the tickets escalated. I would like to have a grahical display Thanks

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OTRS Templates
by Siva Prasad 25 Jun '10

25 Jun '10

Hi All, Please give me some templates for release, change,patch and incident process Thanks

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