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Configure ticket priorities (PostgreSQL)
by helpdesk 30 Jun '09

30 Jun '09

Good day, I'm trying to configure the OTRS priorities. The doc only have instruction for mysql but not for postgresql. Since I'm not that familiar with database, is there anyone outthere could provide me the instructions or link on how about I couldconfigure the priorities. Thanks, Fairuz

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OTRS Ticket Customer fields
by Marchesi Mario 29 Jun '09

29 Jun '09

Hi, I'm wondering if someone can help me to understand if with OTRS 2.4 is possible add Customers fields to Ticket and define the new fields with the common filed attributes i.e. Mandatory , Type , legal values .... Thank you in advance for your help Mario Internet Email Confidentiality Footer ----------------------------------------------------------------------------------------------------- La presente comunicazione, con le informazioni in essa contenute e ogni documento o file allegato, e' rivolta unicamente alla/e persona/e cui e' indirizzata ed alle altre da questa autorizzata/e a riceverla. Se non siete i destinatari/autorizzati siete avvisati che qualsiasi azione, copia, comunicazione, divulgazione o simili basate sul contenuto di tali informazioni e' vietata e potrebbe essere contro la legge (art. 616 C.P., D.Lgs n. 196/2003 Codice in materia di protezione dei dati personali). Se avete ricevuto questa comunicazione per errore, vi preghiamo di darne immediata notizia al mittente e di distruggere il messaggio originale e ogni file allegato senza farne copia alcuna o riprodurne in alcun modo il contenuto. This e-mail and its attachments are intended for the addressee(s) only and are confidential and/or may contain legally privileged information. If you have received this message by mistake or are not one of the addressees above, you may take no action based on it, and you may not copy or show it to anyone; please reply to this e-mail and point out the error which has occurred. -----------------------------------------------------------------------------------------------------

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user rights
by Coert Waagmeester 29 Jun '09

29 Jun '09

Hello OTRSsers! In the manual and online I have searched for a solution to this... I have about 6 users under the users group with all privileges set. As soon as I remove owner privilege, the users cant see the tickets, and gets read-only access to all.. What can I do to get around this? At the moment I have to give all user privileges to all, but I only want some people to be able to change ownership. Kind regards, Coert

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OTRS and Remote Network Access
by Daja300 28 Jun '09

28 Jun '09

Hi folks New subscriber, first question. With otrs can someone setup a vpn or login using some sorta remote management system in order to access their client's network? This company have clients in other cities and need access to their machine in order to configure their network settings and perform other tasks. Also can otrs run in Windows? They want to integrate the program with their website. Thanks Dave

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receive mail problems
by fatemeh hassani 28 Jun '09

28 Jun '09

Hello every body I had problem with post master mail account in otrs 2.3.3 recently and I can't receive my email in otrs queue(however I can send email with otrs). now I install otrs 2.3.4 win 32, I install it in my windows 2003 server. I use kerio mail server and create a domain (mydomain) and 2 users (admin,hassani) I run my otrs system as admin and click on admin button and then sysconfig in core window I set "AdminEmail" element with "admin@mydomain" but when I submit the page it doesn't change my "AdminEmail" with my email address and it has it's default address. And in my log file I don't receive any messages. and so when I want to add new user and set user EmailAddress element with hassani(a)mydomain.com I receive 2 errors in my log file: [Kernel::System::CheckItem::CheckEmail][161] DNS problem: Unknown error [Kernel::System::User::UserAdd][263] Email address (hassani(a)mydomain.com) not valid (invalid hassani(a)mydomain.com (DNS problem: Unknown error)! )! but when in sysconfig core window I set "CheckMXRecord" element with "No" then I can add my user with hassani(a)mydomain.com and don't receive any error. and other question: what is "FQDN","CheckMXRecord","CheckMXRecord::Nameserver" elements in core window and if I use mail server on my local system, with what value I must set these elements? Thanks.

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OTRS Search Issue
by sumeet jain 27 Jun '09

27 Jun '09

Hello, I have a very typical issue. The OTRS Search works for all things except Closetime Parameter. If i use that , then it shows no results. And once i use that after which if i try to search using Create Time, that too doesnt work which otherwise was working earlier . However, in any case Closetime is not working. OTRS version 2.3.1 Pls let me know is it a bug in OTRS? or what wrong?

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Installation path
by sumeet jain 27 Jun '09

27 Jun '09

Does OTRS needs to be installed at /opt/otrs/ Only?

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FAQ articles not visible for customers
by Linda Lewis 25 Jun '09

25 Jun '09

We are just beginning with OTRS. We have created some FAQ articles and have them set to the public (all) state. When we log into the customer interface, the FAQ categories and article counts show up but we can't see the articles. Nothing shows up when we search. Nothing shows up under latest created article, latest changed article, or top 10 articles. They all show up in the agent interface. Changing the articles to external (customer) didn't help either. If anyone has any ideas on how we can get them to show up, it would be very helpful. TIA. Linda Lewis

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conditional events in otrs
by J 25 Jun '09

25 Jun '09

Is there any way (or addin module) to simply handle conditional events in OTRS. For example. If a ticket has: 1. a response required of "priority = 'A 0-15min" then forward to urgentescalations(a)companyxyz.com 2. a response required of "priority = 'A 0-15min" then change queue to "EscalationsTeam" or 3. "Queue = 'Critical_Outage'" then forward to mobilephonenumber(a)smsservice.com Thanks and regards J

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how do you unmerge merged tickets?
by Rodney McDuff 25 Jun '09

25 Jun '09

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