November 2012 - otrs - OTRS mailing lists

Is there any way to log tickets affected by db Generic Agent jobs?
by Bogdan Iosif 07 Nov '12

07 Nov '12

Hi, I have a couple of db Generic Agent jobs (configured through admin frontend GUI) and I would like to know the tickets affected by these jobs on each execution. Looking in otrs.log I can see one line for each job execution, like this: [Tue Nov 6 10:20:02 2012][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job '...' from db. I would like to know, at least, the ticket numbers for the affected tickets. Is there any way to achieve this with configurations? Thanks, Bogdan

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Role Based ACL's not working as expected
by Nipun Malhotra 05 Nov '12

05 Nov '12

Hi, I've been struggling with restricting Actions in OTRS based on our defined workflows for helpdesk. For eg. I would like to restrict all agents with the Role - 'L3 Support Engineer' to only Change Ticket Statuses for open, pending, resolved states. This means - 1. Remove Close link for TicketZoom and restrict state options in drop downs for Add Note, Pending, Resolve (Newly created link similar to Close) in Ticket Menu. My Sample ACL is listed below. Problem here is I have given RW permissions on all allowed queues for resp. agents, and these links are not getting removed (For eg. Close link persists even with below ACL in place) Then again it disappears some time. Can anyone take a look ? $Self->{TicketAcl}->{'1001-Restrict-Ticket-States'} = { # match properties Properties => { # Users User => { Role => ['L3 Support Engineer'], }, }, # remove options (black list) PossibleNot => { # possible ticket options (black list) Ticket => { State => { TypeName => ['closed', 'removed', 'new', 'merged'], }, }, }, # return possible options (white list) Possible => { # possible ticket options (white list) Ticket => { State => { TypeName => ['open', 'resolved', 'pending auto'], }, }, # possible action options Action => { AgentTicketLock => 1, AgentTicketZoom => 1, AgentTicketClose => 0, AgentTicketPending => 1, AgentTicketResolve => 1, AgentTicketNote => 1, AgentTicketPriority => 1, AgentTicketFreeText => 1, AgentTicketHistory => 0, AgentTicketCompose => 1, AgentTicketBounce => 1, AgentTicketPrint => 1, AgentTicketForward => 1, AgentTicketPhone => 1, AgentTicketPhoneOutbound => 0, AgentTicketCustomer => 1, AgentTicketMove => 0, AgentTicketOwner => 0, AgentTicketResponsible => 1, AgentTicketWatcher => 1, AgentLinkObject => 1, }, }, }; Project Manager, Application Continuity Group, | Nagarro Software Pvt. Ltd. p: +91 124 3048689/647 | m: +91 9582796910 | e: <mailto:nipun.malhotra@nagarro.com> nipun.malhotra(a)nagarro.com

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ACL Queues Depending on Type
by Alvaro Cordero 02 Nov '12

02 Nov '12

Hello Folks, I am using OTRS 3.0 and I am trying creating an ACL to define possible queues depending on the type selection. I have the following code. $Self->{TicketAcl}->{'ACL-Type-Queue'} = { Properties => { Frontend => { Action => ['CustomerTicketMessage','AgentTicketPhone','AgentTicketEmail'], }, Ticket => { # Type => ['Incidente'], }, }, Possible => { Queue => { #QueueID => [6], Name => ['[RegExp]^1-Mesa*'], }, }, }; I have tried with different combinations of the properties and the possible options but neither one has worked. Has anyone implemented something similar to this. I have been able to make Services Available depending on queue selection and other stuff, but for some reason this wich seems very simple is not working. Any help will be appreciated. Regards -- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro(a)gridshield.net www.gridshield.net

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ModPerl
by Jober Mijares 01 Nov '12

01 Nov '12

Hello people, I've a serious problem, when I try to reply a ticket, OTRS takes long time charging the template or the page When I choose the option Note or Close the ticket, OTRS charged quickly, but when I try to reply a ticket it takes long time and it's really annoying. I have mod_perl to increase OTRS performance, nevertheless, it doesn't change the perfomance, o ModPerl::Util....................ok (v2.000004) o Apache::DBI...................ok (v1.11) o Apache2::Reload...............ok (v0.11) I've been looking for on internet, but the only solution is install Mod_perl, so I would like to know what can I do apart from this. Thanks OTRS 3.1.4 mysql Ver 14.14 Distrib 5.1.61, for debian-linux-gnu (i486) using readline 6.1 apache 2 debian 6.0.4 Thanks

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Survey module permission
by Ibsen Vila 01 Nov '12

01 Nov '12

Hi, Does anyone know how to enable de survey module to specific users? I tried this: In SysConfig: Survey -> Frontend::Agent::ModuleRegistration Frontend::Module###AgentSurvey Under "Nav Bar", specify the group I want to enable the nav bar button. But it didn't work. The Survey menu is still active for all users. Any clues? Thanks. Ibsen.

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