- otrs - OTRS mailing lists

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

3 4

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

2 2

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.

2 2

ACL DynamicField Checkbox
by Carlos Andrés Gallego Arboleda 30 Oct '12

30 Oct '12

Hi, I try to use an ACL to allow the agent can check or uncheck one DynamicField of class checkbox (dinamico) only if the user (Agent) has permission on a group (dinamico), I try whit this, Anyone can help me whit this. $Self->{TicketAcl}->{'ACL-Name-Test'} = { User => { Group_ro => [ 'dinamico'], }, Possible => { Ticket => { DynamicField_dinamico => [''], }, }, }, Regards.

1 0

RegExp in ACL
by Juan Manuel Clavero Almirón 30 Oct '12

30 Oct '12

Hi all, I have a question about RegExp in ACL's We have several mail accounts, each one going to a different Raw queue (let's say a.otrs@xxx goes to a.raw, b.otrs@xxx goes to b.raw) there is a first level for each of these raw accounts (queues a.first_level and b.first_level) and then a second level, common to all of them (queue second_level). Is it possible, using RegExp in ACL, to capture the first part of the Raw queue so we can set "Possible actions" to its first level queue? In perl, I would do something like Properties => { Queue => { Name => ['[RegExp]^(.*)\.Raw'], } }, Possible => { # possible ticket options Ticket => { Queue => ['$1.first_level'], }, } Kind regards, Juan Clavero

3 3

Putting Escalation statuses into the ticket history
by Philippe-Arnaud HARANGER 30 Oct '12

30 Oct '12

Hello, I'm currently looking for a elegant way to keep track of the different escalations a ticket had been through. To my understanding, the elements currently in the ticket_history_type table from from 41 to 49 are destined to do so. As per ./scripts/test/Event/Escalations.t, lines 256 and following, it also seems that they aren't implemented yet. Can you give me any feedback on this subject? Does anyone knows when the function is planned to be released? If not how may I contribute? Cheers, Philippe-Arnaud (This message is a bump from the dev@ list.)

3 5

MUA Reply-All and Customer Email address at CC
by Omer Faruk SEN 29 Oct '12

29 Oct '12

Hi, How can I set if Agent makes a Reply-All customer email address also added to CC: Currently I only have otrs email Support::SenderEmail and when Agent do Reply or Reply-All it only sees Support::SenderEmail email address on the MUA

1 0

Linking table dynamic_field_value to another table associated with a specific ticket for reporting purposes
by Roche, Matthew 29 Oct '12

29 Oct '12

Hi We have added an extra text field called comments in the Additional ITSM field of our tickets to be used as a quick status update, we then want to use SQL Server Reporting Services to pull this information through and link it to the specific ticket it is associated with. I have identified that the text I enter in to comments box shows up in the table dynamic_field_value in the value_text column and has an associated field_id of 46 What I cannot work out is how to associate this to the specific ticket the comment was entered in to so I can pull this info forward to SRSS Any ideas/suggestions? Matt Roche IT Support Analyst

2 1

Generic Agent and Time based creation
by Gadow, Shawn 26 Oct '12

26 Oct '12

I read in this thread about this but has anything been done with this yet? https://otrsteam.ideascale.com/a/dtd/automatically-creation-of-tickets-bei-… I would really like to use generic agent or an addon to schedule a ticket to be created once a month or once a year or some other time variation rather than just setting a ticket to pending state each time it comes up. Thank you, Shawn Gadow Network Administrator Oregon CUSD 220 "Security is when everything is settled. When nothing can happen to you. Security is the denial of life." - Germaine Greer

2 1

Disable FullTextSearch
by Carlos Andrés Gallego Arboleda 26 Oct '12

26 Oct '12

Hi, Anyone has idea how to disable the Agent FullText Search Option? I have try to disable from the DTL but don't works. on the customer interface the dtl works fine. Regards Carlos.

1 0