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is it possible to anonymize tickets?
by Grzella, Mark 22 Jun '11

22 Jun '11

Hey folks, following situation: due to some data security restrictions i would appreciate a possibility to impersonalize tickets in one way or another. Why I would like to do that would be another story which is not of relevance here and would take too long to explain. Fact is, that I do need a way to get rid of the option to analyze which agent has closed how much tickets in a certain timeframe. I thought about several options but all of them seem not to be possible with OTRS due to the systems default setup. One option I thought about was to set the actual ticket owner simply to "admin", removing role and lock checks and being fine in the end. Seemed to work well unless I noticed that OTRS automatically sets an owner once you either close a ticket or set its priority. Another thought was to set up an generic agent which takes all already closed tickets and resets their owner to admin. Seemed also to work well unless I noticed that the initial closing entry is still located in the history tab and there seems not to be any option to erase the history without database injections or disabling the history functionality completely. Anybody else a clue how such a scenario could be realized? With kind regards, Studienkreis GmbH Mark Grzella Junior IT-Projektleiter Universitätsstraße 104, 44799 Bochum Tel.: 02 34/97 60 - 404 mgrzella(a)studienkreis.de <mailto:mgrzella@studienkreis.de> www.studienkreis.de <http://www.studienkreis.de/> AG Bochum HRB 4581 Geschäftsführer: Franz Dahlmanns Bernd Kreissig (Sprecher) Bastian Schmidt-Faber

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Einladung zum zweiten OTRS Community Rheinland Treffen - 30.06. in Dormagen
by Feng, Bo 22 Jun '11

22 Jun '11

Hallo liebe OTRS Community-Mitglieder, nach dem gelungenen Auftakt im April trifft sich die OTRS Community Rheinland zum zweiten Mal am 30. Juni in Dormagen. Die grundlegende Idee mit dem Community Treffen eine Plattform zu schaffen, in der OTRS-Anwender und Entwickler im persönlichen Kontakt Erfahrungen austauschen und diskutieren, werden wir unverändert fortsetzen. *Agenda:* * 17:30 – 18:00* Einstimmung mit Getränken und Snacks * 18:00 – 18:15* Neuigkeiten vom OTRS Community Board - Alexander Halle (OTRS Community Boardmitglied) *18:15 – 18:45* OTRS AG Vortrag und Q&A Session - Christopher Kuhn (Vice President Global Consulting & Community Manager, OTRS AG) * 18:45 – 19:15* OPAR - eine Sammlung freier OTRS-Erweiterungen - Renée Bäcker (Senior Developer) Wenn die OTRS Standardinstallation nicht ganz ausreicht, müssen kleinere Anpassungen her. Mit etwas Glück hat schon jemand eine entsprechende Erweiterung geschrieben und stellt sie der Öffentlichkeit zur Verfügung. OPAR ist dafür der zentrale Anlaufpunkt. *19:15 –* Open discussion (Beim guten Wetter werden wir grillen.) (Auf dem Treffen werden wieder OTRS-Demos zur Verfügung gestellt. Außerdem haben wir ein kleines Tool entwickelt, das beim Erstellen von ACLs hilft. Diesen ACL Configurator stellen wir auch vor) *Adresse:* In den Räumen von maxence empowerment, Am Weißen Stein 1, 41541 Dormagen *Anmeldung bitte formlos an Herrn Bo Feng unter der Email: bo.feng(a)maxence.de* Ich freue mich sehr auf Eueren Besuch! Viele Grüße und bis dahin Bo Feng

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Making OTRS' 'Ticket follow up notification' smarter to avoid duplicate emails?
by Mark Shepard 22 Jun '11

22 Jun '11

All - We have an interesting scenario that is presenting itself, and am curious if anyone has any thoughts on how we can resolve it (currently running 3.0.6): 1. Agent1 (agent1(a)company.com<mailto:agent1@company.com>) has 'Ticket follow up notification' set to 'Yes'. 2. Agent1 is subscribed to the 'Issues' queue. 3. Agent1 creates a Phone Ticket in OTRS in the 'Issues' queue and submits the ticket. 4. Agent1 then creates a thread in Outlook (instead of OTRS) and Cc's both the configured OTRS email address (otrs(a)company.com)<mailto:otrs@company.com)> as well as other stakeholders required for troubleshooting. 5. As soon as Agent1 hits send in Outlook, Agent1 immediately receives an email from OTRS indicating they have a follow up - even though they sent the email (since Agent1 is subscribed to the 'Issues' queue and has 'Ticket follow up notification' enabled). 6. Likewise, as soon as anyone on the thread sends a response, Agent1 gets two emails -- an email from the existing email thread as well as an email from OTRS indicating a follow-up is available. Is there a way to configure OTRS to not email those subscribed to a queue if their email address is already contained in either the To or Cc fields? Thanks, Mark

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Automatic Customer Group assignment
by Frobenius Nico 22 Jun '11

22 Jun '11

Dear List, I am working on our customer interface right now and have the following problem: When customers create a ticket I want them to be able to place the ticket in just 2 queues but be able to see all their tickets in all other queues as well. I've managed to do this by enabling customer groups and giving them rw-access to just these two groups to which the queues are assigned to and ro-access to all other groups. Problem: I can't find an easy way to have this group assignment done automatically. With the customer-group-relation in the admin-section I can only affect the first 200 of my >50.000 users. And there is no way to do this automatically. Testing had been done with just a few users. I can assign default groups in sysconfig but no rw/ro restrictions possible there – customers could create new tickets in any queue they belong to. What would be an easy way? Writing a script executed via cron? I could not find any default settings anywhere. Or could I create a generic agent job using custom module? Any hint appreciated.. Thanks, Nico -- Department of Biosystems ETH Zürich / Swiss Federal Institute of Technology Nico Frobenius IT System Technik Mattenstrasse 26 4058 Basel, Switzerland phone: +41 61 387 31 85 email: nico.frobenius(a)bsse.ethz.ch web: http://www.bsse.ethz.ch/

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Location of HTTPBasicAuth module
by Ned Schumann 22 Jun '11

22 Jun '11

I could not find the HTTPBasicAuth module in ftp://ftp.otrs.org/pub/otrs nor on the system under Kernel/Modules. Please let me know where it may be found. Thank you. ned

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Upgrade from 2.2.x to 3.0.8
by arnold＠ligtvoet.org 21 Jun '11

21 Jun '11

Hi, I'm currently upgrading a system from 2.2.7 to 3.0.8. When I run the mysql upgrade scripts automatically not all commands are executed, but if I run the commands manually then the database seems to update fine. The perl update scripts however generate a lot of errors (unknow column st.archive_flag and 'need id or name'). This is the upgrade from 2.2 to 2.3 running the DBUpdate-to-3.0.pl script. It seems the errors are related to the otrs/Kernel/System/Ticket.pm and DB.pm. These are of course version 3.0.8 already as I installed 3.0.8 on the new server. Should these files also be 2.3 or can I ignore the errors? In other words: when I upgrade the db over multiple versions do I also need to install the complete otrs versions or will running the upgrade scripts from the newest version work as well? It's a 14Gb database, so near impossible to manually check if all upgrades succeeded. Regards, Arnold.

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Send Survey to specific Ticket State
by Carlos Andrés Gallego Arboleda 20 Jun '11

20 Jun '11

Hi Team, Actually we have the tickets configured for all the agents close the tickets in the ticket state "Solved" and if the client don't feedback any comments after 2 days the tickets change to state "Closed" Both are a Closed StateType and both are sending a survey to our clientes, You can help me to configure for only send 1 survey when the ticket reach the solved state and not send it when reach Solved State. Regards. Carlos Gallego Colombia

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OTRS DB MyISAM vs InnoDB
by Carlos Andrés Gallego Arboleda 20 Jun '11

20 Jun '11

Hi everyone. Any comments about the administration of de DB on MySQL whit MyISAM or InnoDB. which of these are the best option? We have a DB more big than 4.1 GB and the application turn more slow. Our OS is OpenSuse 11.3

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Is it possible to hide the CUSTOMERS button?
by Charles 19 Jun '11

19 Jun '11

Hello :-) We are not using the Customers facility. Is it possible to suppress display of the CUSTOMERS button to give a cleaner interface for our agents? Best Charles

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Re: [otrs] Present queue associated with type in create ticker on the customer web
by niklas.johansson＠knowit.se 17 Jun '11

17 Jun '11

Leonardo, Thanks for your answer. I would like to use some kind of standard that works after upgrade. Murilo, Thanks for your answer as well. Is this considered to be a bug or is it just a feature that is not implemented? I did vote on your idea on Ideascale. Regards, Niklas

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