- otrs - OTRS mailing lists

bugs.otrs.org or otrsteam.ideascale.com ?
by Alexander Halle 09 Nov '10

09 Nov '10

Hi, many thanks for otrsteam.ideascale.com . I read that one should add the bugzilla ID to an idea if it is already existing in the bug tracker. But what about completly new ideas ? Shall they to be posted to both tools or only to ideascale from now on ? Thanks in advance Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 132/5889/0264, DE 814559152 Web: http://www.radprax.de

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Ticket number
by Serge A. Ribalchenko 09 Nov '10

09 Nov '10

Hi there, I have installed OTRS 3.0 beta6, just trying to implement it in our company's workflow. Currently the tickets in this system have IDs in form YYYYMMDDXNNNNNNN, where YYYY - year, MM - month, DD - day, X - some strange magic number and seven X-es are serial counter. For example, Ticket#2010110410000069. Our users complain that this is a lot of numbers, they are redudant and can be shrinked and zipped to, say, yyMMDDXNNN. Is it possible to do so by redefining some perl structure in Kernel/Config.pm? Thanks. -- Serge A. Ribalchenko <fisher(a)tpaba.org.ua>

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otrs beta7 rpm :depends on mysql-server
by Ionel GARDAIS 09 Nov '10

09 Nov '10

Hi, Not a bug but just to say : it looks like the beta7 rpm is dependent on mysql-server. However, as otrs can be installed on any machine and connect to a remote mysql server, it should not be a hard rpm dependence. Ionel -- Ionel GARDAIS IT Team manager

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Link Config-Item objects to customers in OTRS.
by Martin Møller 09 Nov '10

09 Nov '10

Hello all. I am currently investigating how to link e.g. a Computer object from Config-Item to a user, mostly a CustomerUser in a way that is visible when you look up said user. The system I have tested on is currently running OTRS 2.4.7. I can see that I can fairly easily set the owner of the computer and that this does match the user loginname, but how would I go about having it listed as a part of the users normal data (basically it should show the computers name and have an HTTP link that would bring you to that object. Bonus if there could be a link that would link the computer to the active case). Have anyone tried something like this or have a good idea about how to go about it? Users are looked up via LDAP, but it should be possible to do some scripting in the Map section, right? Regards, /Martin.

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Assign tickets for agents without rw permissions
by José Alberto López Macías 08 Nov '10

08 Nov '10

Hi everybody, I've configured GenericAgent.pm to send Escalation mails, when I use notify all agents who can access the ticket with rw permissions option all the notifications work very good but in order to differentiate the agents to reach them notifications I remove the permission "rw". When I apply the change at new ticket interface do not show me the agents that not have permission "rw" for assign the ticket. Anybody know how I can configure that all Agents (with rw or without rw permissions) be showing in in new ticket interface (new phone ticket) Saludos, MTIA José Alberto López Macías

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update of OTRS 3 beta demo system ?
by Alexander Halle 08 Nov '10

08 Nov '10

Hi, is there a chance in the near future for a update of demo.otrs.org from beta 4 to beta 7 ? This would be helpful for last bug reports or review of existing bug reports before the final release. Thanks in advance Alexander -- radprax Gesellschaft für Medizinische Versorgungszentren mbH | Sitz und Registergericht: Wuppertal, HRB 19359 | Bergstr. 7 - 9, 42105 Wuppertal Geschäftsführung: Andreas Martin, Dr. Heiner Steffens, Dr. Renate Tewaag Direktkontakt Fon +49 202 2489 1123, Fax +49 202 2489 94 1123

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webticket queue dispatch
by GARDAIS Ionel 08 Nov '10

08 Nov '10

Hi, How to dispatch new webticket to different queues, based on the customer ? The default queue is Postmaster but Postmaster filters are not applied to webtickets created inside the Postmaster queue. I though of using a GenericAgent task but there are no "Incoming customer" criteria to make the dispatch. What is the correct way of doing this ? Thanks, Ionel

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Permissions
by Munroe Sollog 08 Nov '10

08 Nov '10

It seems that in order to allow the iphone application to function properly www-data requires write access on the following folders: /usr/share/otrs/bin /usr/share/otrs/Kernel /usr/share/otrs/Kernel/System /usr/share/otrs/Kernel/Output /usr/share/otrs/Kernel/Output/HTML /usr/share/otrs/Kernel/Modules I can not understand why I should give www-data write permissions to /bin and /Modules. We do not use the 'SetPermissions.pl' script because it seems that permissions are set rather loosely. Can someone explain to me why /bin and /Kernel/Modules needs to be written to? Thanks. -- Munroe Sollog Systems Engineer Digirati Consulting, Inc sollog(a)digiraticonsulting.com

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Closing ticket with note-external
by Jos Vos 08 Nov '10

08 Nov '10

Hi, What is the reason that you can only select "note-internal" in the close ticket window and not "note-external"? Or is this a bug? I understand you normally want to close a ticket with a reply, but in some cases we do want to work only web-based and still leave a note for the customer when closing the ticket. A workaround is to first add a note and then close it, but that's not very elegant. For me this is a minor issue, but I'm just curious... Thanks, -- -- Jos Vos <jos(a)xos.nl> -- X/OS Experts in Open Systems BV | Phone: +31 20 6938364 -- Amsterdam, The Netherlands | Fax: +31 20 6948204

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how to send mail when new ticket created
by battulga.g 08 Nov '10

08 Nov '10

Hi all Not received mail when newticket created. Configured on "Auto Responses <-> Queue". But not received mail. How to another configure this. BR, Battulga.g

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