[otrs] AW: Change the length of Ticket ID

12 Jul 2006

      Hi,

have a look at the configs for Ticket::NumberGenerator and Ticket::Hook
. If there is no satisfiying method to generate the ticket number, you
may write our own module as in and
/opt/otrs/Kernel/System/Ticket/Number.

Thomas

-----Ursprüngliche Nachricht-----
Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von
Arif Hussain
Gesendet: Mittwoch, 12. Juli 2006 11:20
An: otrs@otrs.org
Betreff: 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,

  _____  

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Sent: Wed 12/07/2006 02:24
To: otrs@otrs.org
Subject: otrs Digest, Vol 36, Issue 18

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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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Support orr consulting for your OTRS system?
=> http://www.otrs.com/
...
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
------------------------------

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.

=============================
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!
_______________________________________________
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
Support orr consulting for your OTRS system?
=> http://www.otrs.com/
------------------------------

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.

------------------------------

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End of otrs Digest, Vol 36, Issue 18
************************************

[otrs] AW: Change the length of Ticket ID

Kaiser Dr., Thomas (LfStaD)