July 2014 - otrs - OTRS mailing lists

Segragation based on URL on single system
by Justin Cole 25 Jul '14

25 Jul '14

Hi. We have need to create a support panel that will allow the submission of tickets via email and web interface. The problem is, we use this somewhat unconventionally. We have need to support multiple customers for multiple products across several domain names. Each customer needs to be able to only see their issues and we cannot have queues openly visible to a user that shouldn't see them. Please see below for example. support.domaina.com - leads to customer.pl where a customer can ONLY register for domaina.com and only see queues available to domaina.com support.domainb.com - leads to customer.pl where a customer can ONLY register for domainb.com and only see queues available to domainb.com ... ... Agents will need to be able to access some/all of the queues above to work tickets submitted. I know this is obviously possible if we run separate instances of OTRS. Is this possible to accomplish without having to maintain separate instances? Also of note, users on domaina.com and domainb.com and so on may have varied @domain.com based email address. Therefore, I don't think there is a way to group them as a customer and lock it down that way. Thank you all in advance. I have looped my brain back upon itself trying to think about this one and am stuck in a loop. I need some outside intervention. Justin Cole ECHO Labs LLC CONFIDENTIALITY NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message.

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Extract customer address
by claude 21 Jul '14

21 Jul '14

Hi, With my system, when i receive a ticket, the sender address is a generic address. The customer's real address is in the reply-to. So I would like make a statistical extraction with reply-to customer address and some other informations. If someone can help me ? Regards, Claude

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FAQ 2.3.2 Install error in OTRS 3.3.8 on Cent OS 6.2
by Sujeeva Tissaarachchi 21 Jul '14

21 Jul '14

Hello Friends, I am trying to install FAQ 2.3.2 on OTRS 3.3.8 on Cent OS 6.2 and getting below error: "Backend ERROR: OTRS-CGI-00 Perl: 5.10.1 OS: linux Time: Mon Jul 21 11:53:23 2014 Message: Package is not installed, can't upgrade!" I am about to submit a bug report. Has anyone faced the same error and resolved? Best Regards, Sujeeva Tissaarachchi

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Email ticket open - acknowledgement email to multiple recipe nets
by Paul Simons 18 Jul '14

18 Jul '14

Hello All, Is there any way of automatically replying to multiple emails when a ticket is opened by one person, a sort of one to many? So one person opens a ticket by email and the acknowledgement should go to not only the person who raised the ticket but everybody else in the group (for information) Regards Paul PS is there a searchable site with all these questions somewhere I could only find the archive – not very friendly. ________________________________ Disclaimer: This e-mail (and any attachments to it) is confidential and intended solely for the named person/s to whom it is addressed. If you are not an intended recipient, please notify us immediately and delete the email from your system. Any review, dissemination or other use of it in these circumstances is prohibited.

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from which table and column to find solutioninMin and firstresponseinMin values
by Darshak Modi(darshak.modi) 17 Jul '14

17 Jul '14

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In customer login want queues as trees rather than drop down list
by Darshak Modi(darshak.modi) 16 Jul '14

16 Jul '14

Hello List, As we have number of queues, how can we configure it as tree rather then dropdown list? Thanks Darshak

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Huge data to encode in JSON cuase Apache 500
by Marwan Rabbâa 16 Jul '14

16 Jul '14

Hi all, I've setup an OTRS (version 3.1.21) on a 3GB / 2 CPU virtual machine. I have made a CGI to return a ticket list into JSON. For this, I use the method TicketSearch. There, I have a hge hash to output as JSON. ************************ use JSON; print "application/json"; print JSON->new->encode($Result); ************************ This encoding cause a 500. I have <:Apache2 IO write: (103) Software caused connection abort> in apache logs. Is this a memory problem ? How could I solve it ? Regards,

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Issue with "move" button in OTRS
by Christoph Zwerschke 15 Jul '14

15 Jul '14

OTRS has a "move" button that allows quickly moving a ticket into another queue, but you can't add a message with the move operation. With the setting Frontend::Agent::Ticket::ViewMove it is possible to change the "move" button into a "queue" button that opens a window where you can edit the move message and other attributes. The problem is that in this case adding the message is mandatory then. Yes, it's possible to preset the field with a default text, but this adds only unnecessary noise to the ticket, as it's always displayed with a star as a new unread message, even when it's only the default text. In real life, there are some situations where I want to quickly move a message without adding a message, e.g. when moving it into the junk queue or when the reason for the move is clear, and other situations where I want to be more specific and add a message with the reason for the move. Is it possible to have both kinds of buttons at the same time? -- Christoph

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Clicking on star icon does not remove the star
by Sander Goudswaard 15 Jul '14

15 Jul '14

I am having an issue with the toolbar in the agent interface (the icon with a star that shows unread items). - When I receive a ticket update, the icon toolbar at the top of the OTRS window shows an icon with a star. - Clicking the icon shows the list of updated tickets (in this case, only one). - The icon remains there, until I click it again, even if there are no unread tickets. Hence I need to click the 'star' icon twice to get rid of the notification. Are others seeing this as well? Regards Sander

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Migrate Data and settings from Windows to Cent OS
by Sujeeva Tissaarachchi 15 Jul '14

15 Jul '14

Hello Friends, I have configured and tested OTRS 3.3.* with ITSM on windows server 2008. Is there any documentation for migrating data and settings from windows to a new installation under CentOS? Best Regards, Sujeeva Tissaarachchi

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