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how to unlock tickets?
by Glossop, Andrew 06 Aug '09

06 Aug '09

As Admin, I want to be able to unlock a ticket. At the moment I have to change the owner to myself. Is there a way to be able to unlock tickets easily? Ideally there would be an unlock link at the top of the ticket (in AgentTicketZoom). Also, is it possible to answer a ticket without being the owner? As Admin I often want to do this, without having to own the ticket. Kind Regards, Andrew Glossop

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Re: [otrs] OTRS 2.4.1 Links in agent notifications are not clickable links
by Stager, Ken 06 Aug '09

06 Aug '09

The single .pm file updated did not work, but pushing the system to 2.4.2 and copying over configuration files from the 2.4.1 install did the trick. Thanks!

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connection to several active directories
by Leonardo Certuche 05 Aug '09

05 Aug '09

Hi there, Here's a short question for the ones who have OTRS working against Microsoft Active Directory: Is it possible to integrate a single OTRS installation with several Microsoft's Active Directory at the same time? Thanks in advance for your help. Greetings, Leonardo Certuche

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Queue <> Services relationship
by Guillermo Vargas-DellaCasa 05 Aug '09

05 Aug '09

Hi again, How can I establish a relationship between Queue and Services? I would like customers to select a Queue on the "TO:" field when they are creating a ticket and that the "Service" field be updated to show only services handled by that particular Queue. For example: To: Networking Team Services: Internet, Email, Folder Shares To: Database Team Services: HR Database, Student Database Is that possible? Thanks! Guillermo Vargas-Dellacasa Computer Operations Manager North Hunterdon-Voorhees Regional High School District (908) 713-4199 ext 5128 gvargas-dellacasa(a)nhvweb.net

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Differences in US, CA and UK English?
by Alan McKay 05 Aug '09

05 Aug '09

Hey folks, I am pretty familiar with US vs UK differences What about Canadian English? Is there some way for me to compare all 3 of these? Or can some one tell me? Enquiring minds (here in Canada) want to know :-) thanks, -Alan -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

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Email configuration issues with OTRS
by Michiel Beijen 05 Aug '09

05 Aug '09

Personally, I would always choose to just configure the IMAP mailboxes via Admin > PostMaster Mailboxes. If you'd have set up the cron jobs as per the manual, you woulnd't have to alter those, and also you would not have to bother about fetchmail - OTRS will retrieve the messages directly from IMAP. If you would decide to use fetchmail however, the OTRS mailing list is probably not the best place to ask about configuring fetchmail. Try your favorite unix/linux forum for that. Best regards, -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl On Wed, Aug 5, 2009 at 11:33, rajaa Jlil <rajaa_0000(a)hotmail.com> wrote: > Dear colleague > > Could you please help me to configure otrs, I have a trainee who works on > it but she has difficulties on sending/receiving emails > > Mentioned below the procedure of configuring: > > She edited this file: /opt/otrs/.fetchmailrc > > And type this line: > > *Poll DEEXVS03 protocol IMAP user ** > wincor-nixdorf/softwaresupport.ma/softwaresupport.ma(a)wincor-nixdorf.com*<wincor-nixdorf/softwaresupport.ma/softwaresupport.ma(a)wincor-nixdorf.com> > * **password YOURPASSWORD is otrs* > > After that, she activated the cronjob for fetchmail. /opt/otrs/var/cron and > edited the file: fetchmail by adding this line: > > #fetch every 5 minutes emails via fetchmail > > */5 * * * * [ -x /usr/bin/fetchmail ] && /usr/bin/fetchmail –a >> /dev/null > > So normally OTRS/fetchmail should fetch the emails every 5 minutes from the > IMAP/Exchange postbox, but it doesn’t work. > > Maybe it’s possible to change somewhere in the source code? > > With kindest regards. > > Cordialement > > > > -JLIL Rajaa- > ESG-Casablanca > tél : 0665 78 86 49 > > > > > > Date: Fri, 19 Jun 2009 10:41:19 -0700 > > From: support(a)sjobeck.com > > To: otrs(a)otrs.org > > Subject: [otrs] ITSM module for v.2.4 > > > > > Hi, All, > > > > I upgraded our 2.3 install, which had the ITSM module installed, to > > 2.4.0beta3, and now it seems caught in a little bit of a trap between > > versions. We were just about to start using ITSM 1.2.2 but had not quite > > yet so this not too big a deal thankfully. I first noticed this > > situation when checking the "support" module page & it showed me a bunch > > of errors of files mismatching versions. I see ITSM 1.2.3 out there (FTP > > site) but it wont install in to this version of beta. I was just > > curious if any one had a roadmap or a timeline or advice on when & how I > > can upgrade my way out of this sooner or later. That's all. Thanks so > > much to the dev's, great stuff, really appreciate it. > > > > Jason Sjobeck > > www.sjobeck.com > > --------------------------------------------------------------------- > > 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 > > > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > > http://www.otrs.com/en/support/enterprise-subscription/ > > ------------------------------ > Avec Windows Live, vous organisez, retouchez et partagez vos photos.<http://www.microsoft.com/northafrica/windows/windowslive/products/photo-gal…> > > --------------------------------------------------------------------- > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ >

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Re: [otrs] "New message!" alert is gone on upgrade from 2.2.4 to 2.4.1
by Christian Meier | Medienzentrum 05 Aug '09

05 Aug '09

To substantiate my request: See the last screenshot at http://doc.otrs.org/2.4/en/html/x1769.html Unfortunately this red "New message" alert does not work anymore with 2.4.1...any hints? Thanks in advance, Christian Meier E-Learning-Support TU Dresden

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Viewing all tickets via Customer Interface
by David Holder 05 Aug '09

05 Aug '09

Hi all, I've almost got OTRS running exactly how I need to, due to many long nights and awesome support from the members of this mailing list. I just have one obstacle left before I can deploy this at my workplace. There is a requirement for everyone in the organisation I work for to be able to view ALL the tickets assigned to the IT Help Desk. This is mainly to demonstrate the current workload and where their request is in the queue. I have agents and customers logging in via LDAP. I've noticed that in the customer interface there are sections for "MyTickets" and "CompanyTickets". Is it possible to have "CompanyTickets" displaying all tickets in a particular queue? if so, can someone please tell me how I go about this? Thanks, David

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Installation otrs 2.4.1
by Davis, Sam 05 Aug '09

05 Aug '09

Greetings, I am experiencing a problem with the installation of OTRS 2.4.1. I have installed the web server and need to implement the database but everytime I execute in a browser http://localhost/otrs/installer.pl . I get the error the extension .pl is unknown and wants to download the file. Does anyone has any suggestions. Best Regards, Sam Davis ___________________________________ Sam Davis System Adminstrator AAIPharma c/ Rosa de Lima, 1-bis, Edificio Alba 28290 Las Matas (Madrid) Tel: +34 91 372 6065 (Direct) Fax: +34 91 372 6060 sam.davis(a)aaipharma.com www.aaipharma.com <http://www.aaipharma.com/> ___________________________________ The content of this e-mail and any attachments to it is intended only for the confidential use of the intended recipient(s). If you are not the intended recipient(s), you are hereby notified that you have received this communication in error and that any disclosure, copying, distribution, or the taking of any action in reliance on the contents of this e-mail is strictly prohibited and that the documents should be returned to the author immediately. If you have received this email in error, please notify the author by using the reply key immediately. P Please consider the Environment before printing this e-mail.

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locked ticket to System OTRS
by Gator SLP 05 Aug '09

05 Aug '09

Hello all, just joined the group and hope you can help me out. I am admin for our OTRS but seem unable to do anything with a ticket that a user accidentally changed owner to blank. Due to her changing owner to blank, it is now assigned to "n/a (System OTRS)". I can't move it to spam, close it, do anything to it. Always says im not owner and so cant take this action. She can also not touch it, same error about not being owner. I assume you can't login as system otrs user so unsure what to do. all i want is to either close or remove this ticket. any help much appreciated. Neil

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