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Making changes to 'Manage Agent-Group Relations' stick
by Ned Schumann 16 Jun '11

16 Jun '11

I have just added support staff profiles and their usernames are showing up as expected in the Manage Agent-Group Relations window for the Group 'users'. In the Change Agent Relations for Group 'users', all of the Agent relations boxes are checked, including both RO and RW. When I uncheck the RO box, all the RO boxes in that column uncheck as expected. After clicking 'Submit' then re-opening the 'users' Group selector in the same Manage Agent-Group Relations window, I see that the RO boxes are once again all selected. How do I get the changes that I make in the Manage Agent-Group Relations window to stick? With thanks, ned

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Access to Owner and Responsible in Phone and Email tickets
by Ned Schumann 16 Jun '11

16 Jun '11

In a 3.0.x system we'd like to assign Owner and Responsible when creating Phone and Email tickets. Both those options only offer '-' as options despite Users with 'rw' permission for the 'From queue'. Please point to documentation that explains how to do this. With thanks, ned

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Present queue associated with type in create ticker on the customer web
by niklas.johansson＠knowit.se 15 Jun '11

15 Jun '11

Hello! I have been struggling with this problem for a long time now, getting poor response. I wonder if it is possible at all. When the user selects a type, the queues I want to associate with that type should be presented. In the customer create ticket, I have managed to hide all queues removing everything in properties like this: $Self->{TicketAcl}->{'ACL-hide-queues'} = { Properties => { //Empty }, # hide the queues's for types PossibleNot => {Ticket => { Queue => ['[RegExp]^*'] }, }, }; Then, when the user selects a type, the queues I want to associate with that type should be presented. But I cannot present the queues I would like to after the type is selected. Below is the code where I'm trying to get this to work, without success. If I remove the row I have marked with "#This has no effect", the queue is always visible. Hence, I assume that the problem is with the matching properties in some way. $Self->{TicketAcl}->{'ACL-show-change-queu-for-rfc'} = { Properties => {Frontend => {Action => ['CustomerTicketMessage']}, Type => { Name => ['RfC'],}, #This has no effect }, Possible => { Ticket => { Queue => ['Change Queue Several Nines'] }, }, }; I have also tried removing "Frontend => {Action => ['CustomerTicketMessage']},". Also, I tried "Ticket" instead of "Type". Is this possible at all and if it is, then how? If not, don't hesitate if you feel like explaining why. Thanks!

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Re: [otrs] ??: why is the split function always giving a phone ticket
by Martignier, Philippe 15 Jun '11

15 Jun '11

Gerard, I can understand your guess, but then we are wrong with phone stats calls ... I think they should implement a new type like "split ticket" so that we know it is a ticket that was splitted ... but phone ticket when coming from an email ticket doesn't make any sense ... Any way to change that via the sysconfig? Any help welcome, Thanks, Philippe 2. Re: ??: why is the split function always giving a phone ticket (Gerald Young) Message: 2 Date: Fri, 10 Jun 2011 10:28:56 -0400 From: Gerald Young <crythias(a)gmail.com> Subject: Re: [otrs] ??: why is the split function always giving a phone ticket To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <BANLkTinty4F=3cQnkS4QjCuVwB8U4S_=AA(a)mail.gmail.com> Content-Type: text/plain; charset="gb2312" My guess is that: a) a ticket type had to be chosen to create the ticket, and it's coding-wise easier to set a ticket type than to guess/pass the ticket type. and b) a split ticket didn't come from the customer, it was initiated by an agent. As a ticket that did not originate via email, phone makes sense as the only other option. (hypothesis based upon programming logic, not workflow logic.) On Fri, Jun 10, 2011 at 4:59 AM, martinliu_cn <martinliu_cn(a)163.com> wrote: > ** > I have same idea with Philippe. > > Phone ticket sould be just a source of ticket. > No matter any difference of source, ticket should be same. > > Regards, > > 2011-06-10 > ------------------------------ > martin liu > http://martinliu.cn > ------------------------------ > ???: "Martignier, Philippe" <Philippe.Martignier(a)wipo.int> > ????: 2011-06-10 16:37 > ? ?: [otrs] why is the split function always giving a phone ticket > ???: "otrs(a)otrs.org" <otrs(a)otrs.org> > > > Hi there,**** > > ** ** > > Still under 2.4.8 I have a question. Why is the split function always > giving a phone ticket ?**** > > ** ** > > If the ticket is created by an incoming email, it should keep the same type > of ticket ? because then when you do stats about tickets type you wont get > reality ?**** > > ** ** > > Any response welcome**** > > ** ** > > Cheers,**** > > ** ** > > Philippe**** > > ** ** > > Philippe Martignier**** > > Communications Division**** > > Customer Service Center**** > > Email : Philippe.Martignier(a)wipo.int**** > > Phone : 00 41 022 338 72 36**** > > Building : NC **** > > Office : 3, 316**** > > ** ** > > World Intellectual Property Organization Disclaimer: > > This electronic message may contain privileged, confidential and > copyright protected information. If you have received this e-mail > by mistake, please immediately notify the sender and delete this > e-mail and all its attachments. Please ensure all e-mail attachments > are scanned for viruses prior to opening or using. > > --------------------------------------------------------------------- > 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 >

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TimeAccounting 2.0.1 module does not update data in database
by Luc Van den Abeele 14 Jun '11

14 Jun '11

Hello I have the TimeAccounting 2.0.1 installed and I am able to create projects and task. I also can create users and when they are logging on they get the Timeaccounting-menu and all the pages. When someone is entering some time-date and he presses the Submit button, the page is refreshed and all data is gone. There is also no data in the table "time_accounting_table" Version of OTRS = 3.0.3 Regards Luc

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Slot OTRS
by Jean BROW 12 Jun '11

12 Jun '11

My OTRS is slow, I have around 30 000 articles, 15 queues and 10-15 POP3 accounts. Anyone that can help? Thanks in advande. Regards

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回复: why is the split function always giving a phone ticket
by martinliu_cn 11 Jun '11

11 Jun '11

I have same idea with Philippe. Phone ticket sould be just a source of ticket. No matter any difference of source, ticket should be same. Regards, 2011-06-10 martin liu http://martinliu.cn 发件人: "Martignier, Philippe" <Philippe.Martignier(a)wipo.int> 发送时间: 2011-06-10 16:37 主题: [otrs] why is the split function always giving a phone ticket 收件人: "otrs(a)otrs.org" <otrs(a)otrs.org> Hi there, Still under 2.4.8 I have a question. Why is the split function always giving a phone ticket ? If the ticket is created by an incoming email, it should keep the same type of ticket … because then when you do stats about tickets type you wont get reality … Any response welcome Cheers, Philippe Philippe Martignier Communications Division Customer Service Center Email : Philippe.Martignier(a)wipo.int Phone : 00 41 022 338 72 36 Building : NC Office : 3, 316 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

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errot type
by thierry bouillon 10 Jun '11

10 Jun '11

hi When i see my log, i can see "error otrs-cgi-10 need type" Are you a idea, i don't undestand, my otrs is ok !!! thank a lot

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Re: [otrs] Firefox does not remember otrs agent password
by Charles 10 Jun '11

10 Jun '11

On 09/06/11 17:30, otrs-request(a)otrs.org wrote: > Date: Wed, 08 Jun 2011 10:45:21 -0400 > From: "LQ Marshall"<qmarshall(a)inetspace.net> > Subject: Re: [otrs] Firefox does not remember otrs agent password > To: "User questions and discussions about OTRS."<otrs(a)otrs.org> > Message-ID:<4fqagptea1axslrxabyvva3j.1307544321280(a)email.android.com> > Content-Type: text/plain; charset=utf-8 > >> > http://kb.mozillazine.org/Password_only_filled_after_entering_user_name > Have you checked the mozilla website to see if any of the fixes listed address the problem? I was unaware of the javascript component. > > Where it is likely possible to edit the OTRS login code to restore the password save feature, it seems that this is something that Mozilla should be addressing? Hello :-) Yes -- I checked that. BTW I found one more site that Firefox does not complete the username/password for. In this case it doesn't offer to remember it, either. The site is http://my.pogoplug.com/pickup/<UID> where I cannot give the UID because it is personal. That site uses JavaScript too. IDK enough about this issue to know if it is an OTRS issue, a Firefox issue or an OTRS-Firefox interaction issue. Best Charles

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OTRS : problem with date on Oracle
by Emiliano Sgrano 10 Jun '11

10 Jun '11

Hi all, I've installed otrs on Linux CentOS and Oracle as Database. Everythings works well, but in logs I have - Invalid Date '11-MAY-11'! - ORA-01861: literal does not match format string (DBD ERROR: error possibly near <*> indicator at char 252 in 'SELECT DISTINCT count(*) FROM ticket st, queue sq , ticket_history th WHERE sq.id = st.queue_id AND st.id = th.ticket_id AND sq.group_id IN (1, 2, 3, 26, 29, 61, 81) AND th.history_type_id IN (1, 27) AND th.state_id IN (2, 3) AND th.create_time <= <*>'2011-06-05 23:59:59' AND th.history_type_id IN (1, 27) AND th.state_id IN (2, 3) AND th.create_time >= In all files where needed, I've setted these variables as well, something like this : ORACLE_HOME=/home/oracle/instantclient NLS_DATE_FORMAT="YYYY-MM-DD HH24:MI:SS" NLS_LANG="AMERICAN_AMERICA.al32utf8" But, I always find these problems in logs. Where I'm getting wrong? Thanks -- Emiliano Sgrano

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