October 2011 - otrs - OTRS mailing lists

send auto reply after ticket close
by Márton Krisztián 21 Oct '11

21 Oct '11

Hi, I would like to create an automatic reply message when the admin closes a customer-ticket the system to send an email to the user to about fact of close. In Auto Response Management I not find a option what can I use it. Only (follow up, reject,reject/new ticket) option. If a make a new auto response I can't set that send it after close. Thank you, Krisztian -- Ezen uzenet virusellenorzesen esett at, es virusmentesnek bizonyult.

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RV: show customer info on agent interface
by DM_Julio Angulo 21 Oct '11

21 Oct '11

Hello, i add a new field on BD BD called department, but would be reflected as additional data, as I can show this.. thanks Julio Angulo Telf.: +51 1 4150300 anexo: 1468 Movil: +51 997066155

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Acl question
by Wagner 21 Oct '11

21 Oct '11

Hello, I'm trying to create a ACL based on the UserComment to limit the SLA that could be set is there a way to do this?

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Re: [otrs] otrs Digest, Vol 37, Issue 28
by Garabed Yegavian 20 Oct '11

20 Oct '11

I don't seem to have Ticket::Frontend::AgentTicketNote ? I have view note? Thank you, Garabed Yegavian 323.465.6772 x3414 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Thursday, October 20, 2011 5:00 AM To: otrs(a)otrs.org Subject: otrs Digest, Vol 37, Issue 28 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Ticket Assignment (Roy Kaldung) ---------------------------------------------------------------------- Message: 1 Date: Wed, 19 Oct 2011 17:15:40 -0700 From: Roy Kaldung <roy(a)kaldung.com> Subject: Re: [otrs] Ticket Assignment To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <4E9F682C.2090402(a)kaldung.com> Content-Type: text/plain; charset=ISO-8859-1 On 10/19/11 4:14 PM, Garabed Yegavian wrote: > Is there a way to have a group get all emails from a ticket. I do not > want the communication to get locked between one person rather have it > be a group effort in solving the issues. We are using this internally only. > > > > Example: If I create a ticket I want it to broadcast to all technical > people in the group. I want anyone to be able add to that ticket and > when they do it should update the whole team. It seems as if the > communication gets locked between the creator and the owner Hi, for allowing a group to add to a ticket check for RequiredLock in the SysConfig, e.g. Ticket::Frontend::AgentTicketNote###RequiredLock and set it to No. For updating the team use the NotificationEvents like ArticleCreate, ArticleSend etc. hth, Roy -- Roy Kaldung e-mail: roy(a)kaldung.com ------------------------------ --------------------------------------------------------------------- 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 End of otrs Digest, Vol 37, Issue 28 ************************************

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AD and DB
by Wagner 20 Oct '11

20 Oct '11

Hello, The customer info that is retrieved by the Active Directory, is stored somewhere in the database? I needed to make a select that get the UserComment from a ticket Thanks

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Ticket Assignment
by Garabed Yegavian 20 Oct '11

20 Oct '11

Is there a way to have a group get all emails from a ticket. I do not want the communication to get locked between one person rather have it be a group effort in solving the issues. We are using this internally only. Example: If I create a ticket I want it to broadcast to all technical people in the group. I want anyone to be able add to that ticket and when they do it should update the whole team. It seems as if the communication gets locked between the creator and the owner Is this possible? Thank you, Garabed Yegavian [cid:image001.png@01CC8E7A.087A7860]<http://www.firelinebroadband.com/> 323.465.6772 x3414

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company client
by DM_Julio Angulo 19 Oct '11

19 Oct '11

How to used compamy client, on customer interface dont show ticket another clients... tnx Julio Angulo Telf.: +51 1 4150300 anexo: 1468 Movil: +51 997066155

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login error
by Ekram 19 Oct '11

19 Oct '11

Hi, I am unable to login using root@localhost/root getting the following error. Please help. Oct 19 10:42:47 newotrs OTRS-CGI-10[31370]: [Error][Kernel::System::Valid::ValidIDsGet][Line:215]: ERROR: permission denied for relation valid, SQL: 'SELECT id FROM valid WHERE name = ?' Oct 19 10:42:47 newotrs OTRS-CGI-10[31370]: [Error][Kernel::System::Auth::DB::Auth][Line:95]: ERROR: syntax error at or near ")"#012LINE 1: SELECT pw, id FROM users WHERE valid_id IN ( ) AND log...#012 ^, SQL: 'SELECT pw, id FROM users WHERE valid_id IN ( ) AND login = 'root@localhost'' Oct 19 10:42:47 newotrs OTRS-CGI-10[31370]: [Notice][Kernel::System::Auth::DB::Auth] User: root@localhost doesn't exist or is invalid!!! (REMOTE_ADDR: 10.251.10.12) Oct 19 10:42:48 newotrs OTRS-CGI-10[31370]: [Error][Kernel::System::User::UserLookup][Line:736]: ERROR: permission denied for relation users, SQL: 'SELECT id FROM users WHERE LOWER(login) = ?' Also getting the following error whey run database check. DBD::Pg::st execute failed: ERROR: permission denied for relation valid at /opt/otrs/Kernel/System/DB.pm line 553. ERROR: OTRS-otrs.CheckDB.pl-10 Perl: 5.10.1 OS: linux Time: Wed Oct 19 10:47:37 2011 Message: ERROR: permission denied for relation valid, SQL: 'SELECT * FROM valid' Traceback (32444): Module: /opt/otrs/bin/otrs.CheckDB.pl (v1.4) Line: 71 DBD::Pg::st fetchrow_array failed: no statement executing at /opt/otrs/Kernel/System/DB.pm line 616. /Ekram

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OTRS Browser Survey
by Christopher T. Kuhn 19 Oct '11

19 Oct '11

Dear List, I would kindly ask you to participate in the OTRS Browser Survey (http://www.surveymonkey.com/s/SPJM99P) The intention of this survey is to find out on what Browser we need to focus for new releases and what Browsers can completely be dropped. Thank you very much for your support on this! ((enjoy)) — Christopher T. Kuhn

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How to link a computer and a customer ?
by Loic Baron 19 Oct '11

19 Oct '11

How to link a computer (CI) and a customer ? I don't know how to do that... If i assign the login of the customer in the owner field of the CI computer, it doesn't display the computer in the tickets of the client. The Customer Number is used for the name of the company. At the same time, the number of open tickets displayed in the client infos of the ticket page is the number of tickets for the company. I would prefer to have the number of open tickets for the client. Can you help me ? -- BARON Loïc (01 44 96 49 46) loic.baron(a)cnrs-dir.fr <mailto:loic.baron@cnrs-dir.fr> CNRS - Délégation Paris Michel Ange SSI (Service des Systèmes d'Information)

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