[otrs] RE: Change the length of Ticket ID

Hi, I am new to Otrs and would like to start using it, but I cannot work out how to reduce the size of the ticket number. we would like it to be much smaller i.e 8-10 characters. Can anyone point me in the right direction Regards, ________________________________ From: otrs-bounces@otrs.org on behalf of otrs-request@otrs.org Sent: Wed 12/07/2006 02:24 To: otrs@otrs.org Subject: otrs Digest, Vol 36, Issue 18 Send otrs mailing list submissions to otrs@otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request@otrs.org You can reach the person managing the list at otrs-owner@otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Where do I find the system log? (Andy Lubel) 2. Re: Where do I find the system log? (s taylor) 3. Prevent user reopening a ticket (jtown@eml.cc) 4. Re: Prevent user reopening a ticket (Andy Lubel) 5. RE: How to CONVERT 'customers' into 'agents' or 'admins'? (s taylor) 6. Uh oh! /opt/otrs/Kernel/System/DB.pm line 219 (Andy Lubel) 7. RE: Uh oh! /opt/otrs/Kernel/System/DB.pm line 219 (s taylor) 8. Re: Prevent user reopening a ticket (jtown@eml.cc) 9. How can a CUSTOMER to update their info? (s taylor) ---------------------------------------------------------------------- Message: 1 Date: Tue, 11 Jul 2006 15:35:04 -0400 From: Andy Lubel Subject: Re: [otrs] Where do I find the system log? To: "User questions and discussions about OTRS.org" Message-ID: Content-Type: text/plain; charset="US-ASCII" If its entered as /tmp/otrs.log then its going to the root, not relative to where its called from.. If you wanted that relative then you want tmp/otrs.log. Mine is set to /opt/otrs/tmp/otrs.log but would also work if I did tmp/otrs.log (because /opt/otrs is my home directory and considered the root of the application) In other words if you put '/' at the beginning its like going to the root of the drive. HTH, Andy On 7/11/06 3:12 PM, "s taylor" wrote:

Thanks for your reply.

I have 'write' permissions on the folder; enough that the file, 'Kernel-System-Stats-StateAction-2006-06.cache' was able to write to it a few days ago.

For the SysLog file in SysConfig, I have '/tmp/otrs.log' as the LogFile name (using the default) which I'm ASSUMING that this implies that this folder is located in the 'var' subdirectory.

As another attempt, I manually created the 'otrs.log' file with 777 and placed it in '/tmp/otrs.log' (which is contained in 'var') subdir. I logged in then out of a test account in order to generate a line entry in the log. The 'System Log' on the web interface was updated, but nothing was written to the 'otrs.log' file I created.

Any ideas?

Thanks.

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-- ------------------------------ Message: 2 Date: Tue, 11 Jul 2006 15:48:44 -0400 From: "s taylor" Subject: Re: [otrs] Where do I find the system log? To: otrs@otrs.org Message-ID: Content-Type: text/plain; format=flowed That did it! I used the full path '/usr/.../otrs/var/tmp/otrs.log' and now the file has been created by the system (prior to this last test, I deleted the file I manually created) and is being updated with each syslog entry! Thanks, Andy! ========================================

From: Andy Lubel Reply-To: "User questions and discussions about OTRS.org" To: "User questions and discussions about OTRS.org" Subject: Re: [otrs] Where do I find the system log? Date: Tue, 11 Jul 2006 15:35:04 -0400

If its entered as /tmp/otrs.log then its going to the root, not relative to where its called from.. If you wanted that relative then you want tmp/otrs.log. Mine is set to /opt/otrs/tmp/otrs.log but would also work if I did tmp/otrs.log (because /opt/otrs is my home directory and considered the root of the application)

In other words if you put '/' at the beginning its like going to the root of the drive.

HTH,

Andy

On 7/11/06 3:12 PM, "s taylor" wrote:

...

Thanks for your reply.

I have 'write' permissions on the folder; enough that the file, 'Kernel-System-Stats-StateAction-2006-06.cache' was able to write to it a few days ago.

For the SysLog file in SysConfig, I have '/tmp/otrs.log' as the LogFile name (using the default) which I'm ASSUMING that this implies that this folder is located in the 'var' subdirectory.

As another attempt, I manually created the 'otrs.log' file with 777 and placed it in '/tmp/otrs.log' (which is contained in 'var') subdir. I logged in then out of a test account in order to generate a line entry in the log. The 'System Log' on the web interface was updated, but nothing was written to the 'otrs.log' file I created.

Any ideas?

Thanks.

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------------------------------ Message: 3 Date: Tue, 11 Jul 2006 22:22:33 +0200 From: jtown@eml.cc Subject: [otrs] Prevent user reopening a ticket To: otrs@otrs.org Message-ID: <1152649353.7328.265802431@webmail.messagingengine.com> Content-Type: text/plain; charset="iso-8859-1" Hello, I need to deploy a ticket system in two weeks so I have to quickly try the best alternatives, so please, forgive if the questions are too easy or have already been answered. The main question would be: Can I prevent that a user reopens a closed ticket? I'd need that the user could close itself its ticket for the case he is able to solve his problem, so I can't simply remove the status field from the interface. And a stupid question: when a user opens a ticket, he can choose the 'to' (I refer to the customer demo) field of the ticket, can't he? I'd need that the user could choose between two different kind of problems so I had thought to create two different account for them. Thanks in advance and sorry my English, Jean ------------------------------ Message: 4 Date: Tue, 11 Jul 2006 17:48:15 -0400 From: Andy Lubel Subject: Re: [otrs] Prevent user reopening a ticket To: "User questions and discussions about OTRS.org" Message-ID: Content-Type: text/plain; charset="US-ASCII" On 7/11/06 4:22 PM, "jtown@eml.cc" wrote:

Hello,

I need to deploy a ticket system in two weeks so I have to quickly try the best alternatives, so please, forgive if the questions are too easy or have already been answered.

The main question would be: Can I prevent that a user reopens a closed ticket? I'd need that the user could close itself its ticket for the case he is able to solve his problem, so I can't simply remove the status field from the interface. Check the Queue Settings for "Follow Up Option" - for what you want, "reject" may be appropriate.

And a stupid question: when a user opens a ticket, he can choose the 'to' (I refer to the customer demo) field of the ticket, can't he? I'd need that the user could choose between two different kind of problems so I had thought to create two different account for them.

/bump

Thanks in advance and sorry my English,

Jean

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-- ------------------------------ Message: 5 Date: Tue, 11 Jul 2006 17:51:14 -0400 From: "s taylor" Subject: RE: [otrs] How to CONVERT 'customers' into 'agents' or 'admins'? To: otrs@otrs.org Message-ID: Content-Type: text/plain; format=flowed Anyone? Thanks. ==============================

From: "s taylor" Reply-To: "User questions and discussions about OTRS.org" To: otrs@otrs.org Subject: [otrs] How to CONVERT 'customers' into 'agents' or 'admins'? Date: Mon, 10 Jul 2006 16:30:07 -0400

Hello.

1) How to convert 'customers' (signed up via customer.pl) into 'agents' (move them into the 'users' table)?

I'd like to find a way to have prospective agents to signup themselves with the info provided in my customized 'customer.pl' form and then I, as superadmin, give them full agent permissions. I would also want all of their prior E-mail ticket correspondence history to go with them with the move.

2) What significance is the 'ro/rw' in the 'Admin Group' or 'FAQ Group' or 'Stats Group' or 'Users Group' when "CustomerGroupSupport" is activated? If 'ro/rw' is checked for the 'Admin Group', would they be able to login via the index.pl form? If so, what activities would they be able to do?

Do folks really put those signed up via the customer.pl form into the 'Admin Group' shown in "CustomerGroupSupport" without first making them full-fledged agents? If so, for what purpose or scenario? What functions/activities can they really do with those limited permissions?

Thanks in advance.

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------------------------------ Message: 6 Date: Tue, 11 Jul 2006 17:51:43 -0400 From: Andy Lubel Subject: [otrs] Uh oh! /opt/otrs/Kernel/System/DB.pm line 219 To: "User questions and discussions about OTRS.org" Message-ID: Content-Type: text/plain; charset="US-ASCII" What is the correct fix for this? I have a couple other systems but my management has asked for mysql5 testing. Is there a bug with DBI or the interaction of this perl script with mysql5? DBI::db=HASH(0x1a8a56c)->disconnect invalidates 1 active statement handle (either destroy statement handles or call finish on them before disconnecting) at /opt/otrs/Kernel/System/DB.pm line 219, <DATA> line 225. OTRS 2.0.4 (tarball) Mysql 5.0.22 (binary from mysql.com) Mac OSX 10.4.7 SERVER Fink (Latest) Developer Tools (latest) Any help would be great! ------------------------------ Message: 7 Date: Tue, 11 Jul 2006 17:54:44 -0400 From: "s taylor" Subject: RE: [otrs] Uh oh! /opt/otrs/Kernel/System/DB.pm line 219 To: otrs@otrs.org Message-ID: Content-Type: text/plain; format=flowed See Bug# 1231 for attachment and comments. HTH. =============================

From: Andy Lubel Reply-To: "User questions and discussions about OTRS.org" To: "User questions and discussions about OTRS.org" Subject: [otrs] Uh oh! /opt/otrs/Kernel/System/DB.pm line 219 Date: Tue, 11 Jul 2006 17:51:43 -0400

What is the correct fix for this? I have a couple other systems but my management has asked for mysql5 testing. Is there a bug with DBI or the interaction of this perl script with mysql5?

DBI::db=HASH(0x1a8a56c)->disconnect invalidates 1 active statement handle (either destroy statement handles or call finish on them before disconnecting) at /opt/otrs/Kernel/System/DB.pm line 219, <DATA> line 225.

OTRS 2.0.4 (tarball) Mysql 5.0.22 (binary from mysql.com) Mac OSX 10.4.7 SERVER Fink (Latest) Developer Tools (latest)

Any help would be great!

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------------------------------ Message: 8 Date: Wed, 12 Jul 2006 00:05:11 +0200 From: jtown@eml.cc Subject: Re: [otrs] Prevent user reopening a ticket To: "User questions and discussions about OTRS.org" Message-ID: <1152655511.17638.265810211@webmail.messagingengine.com> Content-Type: text/plain; charset="iso-8859-1" Hi! On Tue, 11 Jul 2006 17:48:15 -0400, "Andy Lubel" said:

...

The main question would be: Can I prevent that a user reopens a closed ticket? I'd need that the user could close itself its ticket for the case he is able to solve his problem, so I can't simply remove the status field from the interface.

Check the Queue Settings for "Follow Up Option" - for what you want, "reject" may be appropriate.

...

Wouldn't that prevent that the user replies to the ticket while is opened? I'd like he could add notes or comments until I've had closed the ticket. Thanks again J ------------------------------ Message: 9 Date: Tue, 11 Jul 2006 21:24:33 -0400 From: "s taylor" Subject: [otrs] How can a CUSTOMER to update their info? To: otrs@otrs.org Message-ID: Content-Type: text/plain; format=flowed Hello. Is there a way for a customer to update their info? For example: I've added 'phone' and 'company' fields for "customer.pl". If either change, I'd like for that customer to update it...BUT I want the other fields to be READ-ONLY to the customer. Is this possible? Thanks in advance. ------------------------------ _______________________________________________ otrs mailing list otrs@otrs.org http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest, Vol 36, Issue 18 ************************************