Hi Gerald,

Thank you for your reply.
When I do this, the customers won't have any "My tickets" as they all
have the same CustomerID I presume? Or am I wrong?

Kind regards,
Erik

-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of
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Sent: woensdag 8 december 2010 19:04
To: otrs@otrs.org
Subject: otrs Digest, Vol 27, Issue 24

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Today's Topics:

1. No notification for agents and customers after new ticket
and new tickets created by email are not created (Erik van Ast)
2. Re: Problem CustomID(s) and "My tickets" and "Company
tickets" (Gerald Young)
3. Re: Antw: Re: Antw: Upgrading from 2.4.9 to 3.0.3: pain
(Martin Gruner)
4. Re: Next ticket state (Dominique 'NetAndroid' Schramm)
5. Bug Tracking - or other bug tracking integration (Clayton Doty)


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

Message: 1
Date: Wed, 8 Dec 2010 13:45:51 +0100
From: "Erik van Ast" <Erik.van.Ast@suzohapp.nl>
Subject: [otrs] No notification for agents and customers after new
ticket and new tickets created by email are not created
To: <otrs@otrs.org>
Message-ID:

<80A72F1B1CFF80409D8E422437CEDC9A0205 FE78@srv03-suzo-03.Suzo.int>
Content-Type: text/plain; charset="iso-8859-1"

Hi all,



The agents in our organisation don't get any notifications anymore when
a new ticket is created. Another thing that goes wrong is that when a
ticket is being created by sending an email, the ticket is not created
at all in the OTRS system. Both problems occurred after changing the
authentification from DB to LDAP and after changing the passwords of 2
OTRS users in the Active Directory. My guess is that the problem lies on
the email (Postmaster) of OTRS, but where can I check the settings and
set the new passwords correctly?



Met vriendelijke groet / Kind regards / Mit freundlichem Gru?,
Erik van Ast



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Message: 2
Date: Wed, 8 Dec 2010 09:32:19 -0500
From: Gerald Young <crythias@gmail.com>
Subject: Re: [otrs] Problem CustomID(s) and "My tickets" and "Company
tickets"
To: "User questions and discussions about OTRS." <otrs@otrs.org>
Message-ID:
<AANLkTimK-16zH6TC83Uxh1ZvZ1pt-f8oUDBzcCpO4dZ7@mail.gmail.com>
Content-Type: text/plain; charset="windows-1252"

You're using Active Directory for customers, your map determines the
customerID (Kernel/Config.pm).
CustomerID must be mapped to an entry (field) in AD that has the word
"TEST".

On Wed, Dec 8, 2010 at 6:29 AM, Erik van Ast
<Erik.van.Ast@suzohapp.nl>wrote:

> Hi all,
>
>
>
> I hope someone can help me with this.
>
>
>
> We want all customers to see each other?s tickets. We have
accomplished
> this by making sure a customer also has a CustomIDs (TEST) which is
> connected to a field in our AD (we have our customers authenticated
with
> LDAP) and all tickets have a CustomID (TEST) that is the same as the
> CustomIDs (TEST) of the customer so the ticket is visible for all
customers.
> That?s the good part, but now comes the part I don?t like. When I
create a
> new ticket with user A the ticket is visible in his ?My tickets? and
the
> CustomID of the ticket is his email address. When I change the ticket
ID to
> the value that all customers have as CustomIDs (TEST) I can see the
ticket
> in his ?Company tickets?, but the ticket is gone from his ?My tickets?
> because I changed the customID of the ticket and now the ?Customer
> Information? of the ticket is emp ty.
>
> How can I make sure that when user A creates a ticket, the ticket is
shown
> in his ?My tickets? and in ?Company tickets?? Is it possible to create
the
> field CustomIDs also with the ticket? Or is it possible to search for
other
> fields when displaying ?My tickets??
>
>
>
> I hope someone can help me with this?
>
>
>
> Met vriendelijke groet / Kind regards / Mit freundlichem Gru?,
> Erik
>
>
>
> ---------------------------------------------------------------------
> 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
>
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Message: 3
Date: Wed, 08 Dec 2010 16:09:24 +0100
From: Martin Gruner <martin.gruner@otrs.com>
Subject: Re: [otrs] Antw: Re: Antw: Upgrading from 2.4.9 to 3.0.3:
pain
To: "User questions and discussions about OTRS." <otrs@otrs.org>
Message-ID: <4CFF9FA4.4000404@otrs.com>
Content-Type: text/plain; charset=ISO-8859-1

>From Bj?rns reply off-list, this was indeed the problem. If you do
modify files locally, carefully check after the upgrade for *.rpmnew
files. These must be moved over the original files for OTRS to be able
to work correctly.

Please refer to http://doc.otrs.org/3.0/en/html/c2580.html to see why
you do not need and should not modify *.dtl files that come with OTRS,
even if you want to make changes to your system.

Regards, mg

Am 0 8.12.10 10:36, schrieb Martin Gruner:
> Hi Bj?rn,
>
> I believe that your problem might be caused by modified files. RPM
will
> not update DTL files which were locally modified. In that case, it
will
> store the new file as $File.rpmnew. Of course, this will break the
> system. Can you check if any .rpmnew or any other additional files are
> present in /opt/otrs after the initial rpm upgrade?
>
> Regards, mg
>
>
>
> Am 08.12.10 09:50, schrieb bjoern wahl:
>> Workaround:
>>
>> - rpm -U /tmp/otrs-3.....rpm
>> - cat scripts/DBUpdate-to-3.0.mysql.sql | mysql -p -f -u root otrs
>> - scripts/DBUpdate-to-3.0.pl
>> - cat scripts/DBUpdate-to-3.0-post.mysql.sql | mysql -p -f -u root
otrs
>> - bin/otrs.RebuildConfig.pl
>> - bin/otrs.DeleteCache.pl
>> - mysqldump -u username -ppassword database_name > FILE.sql
>>
>> Now uninstall all otrs, del the folder /opt/otrs/.
>>
>> - rpm -i /tmp/otrs-3....rpm
>> - mysql -u username -ppassword database_name < FILE.sql
>>
>> WORKED!
>>
>> But its not a real solution ....we`ll wait until otrs.3.1 if there do
>> not come up any heavy impacts....
>>
>> bjoern
>>
>> Mit freundlichen Gr??en
>>
>> __________________________________
>>
>> Bj?rn Wahl
>> Leiter EDV-Abteilung
>> Betriebswirt Fachrichtung Wirtschaftsinformatik
>>
>>
>> St.-Marien Hospital Borken GmbH
>> Am Boltenhof 7 - D-46325 Borken
>> Telefon: +49 (0) 2861 97 - 1125
>> Telefax: +49 (0) 2861 97 - 5 1122
>> bjoern.wahl@hospital-borken.de
>> www.hospital-borken.de
>>>>> Martin Gruner 08.12.10 9.24 Uhr >>>
>> Hi Bj?rn and Aron,
>>
>> this seems to be caused by JavaScript errors. Can you please post
>> a) your Kernel/Config/ZZZAuto.pm
>> b) the generated HTML code of your Dashboard
>>
>> Btw, we improved the UPGRADING instructions file, the improvements
will
>> be in the next release of OTRS, 3.0.4. Please see
>> http://source.otrs.org/viewvc.cgi/otrs/UPGRADING?view=markup and
check
>> if there is anything that might apply to you.
>>
>> Regards, mg
>>
>> Am 07.12.10 10:45, schrieb bjoern wahl:
>>> We have also a lot of pain with the move to 3.0.3.
>>>
>>> http://forums.otrs.org/viewtopic.php?f=35&t=6831
>>>
>>> I did not manage to solve the problem by now.
>>> If you have any solution please mail.
>>>
>>> Mit freundlichen Gr??en
>>>
>>> __________________________________
>>>
>>> Bj?rn Wahl
>>> Leiter EDV-Abteilung
>>> Betriebswirt Fachrichtung Wirtschaftsinformatik
>>>
>>>
>>> St.-Marien Hospital Borken GmbH
>>> Am Boltenhof 7 - D-46325 Borken
>>> Telefon: +49 (0) 2861 97 - 1125
>>> Telefax: +49 (0) 2861 97 - 5 1122
>>> bjoern.wahl@hospital-borken.de
>>> www.hospital-borken.de
>>>>>> Aron Rotteveel 07.12.10 10.42 Uhr >>>
>>> Hi,
>>>
>>> I have just *tried* upgrading from 2.4.9 to 3.0.3 but found it to be
a
>>> great
>>> pain. I have manually plowed through the database a nd ZZZAuto.pm to
>>> change
>>> our default theme to 'Standard' again to make the basics work, but
>> after
>>> that it seems that I am left with a completely unusable
installation.
>>>
>>> I can not click anything except for the tickets in the dashboard
view.
>>> When
>>> I get in the ticket screen, I can no longer click *anything*. Not
the
>>> menus,
>>> not the ticket/conversation options, nothing. My bet is this is
caused
>>> by
>>> overusage of JavaScript and not providing a fallback. If this is the
>>> case,
>>> this should really be re-thought. The interface does not really feel
>>> that
>>> intuitive compared to 2.x and the use of JavaScript I have seen so
far
>>> does
>>> not really improve it, es pecially if it is the cause for errors like
>>> these.
>>>
>>> I have tested this in Google Chrome, Firefox 3.6 and IE8. None of
them
>>> work.
>>> My Firebug console shows the following JavaScript error in the
ticket
>>> detail
>>> screen: printStackTrace is not defined (/js/Core.App.jsm, line 42)
>>>
>>> I have this can be fixed soon.
>>>
>>> --
>>> Best regards / Met vriendelijke groet,
>>>
>>> Aron Rotteveel
>>>
>>> Registergericht : Amtsgericht Coesfeld
>>> Registernummer : HR B 4914
>>> Vertretungsberechtigter Gesch?ftsf?hrer: Dipl.-Kfm. Christoph
Br?cker
>>> Umsatzsteuer-Identifikationsnummer gem 27 a Umsatzsteuergesetz: DE
>>> 307/5937/0049
>>> Aufsichtsrat: Her r Hubert Vennemann (Vorsitzender)
>>>
>>>
---------------------------------------------------------------------
>>> 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
>>>

--
Martin Gruner
Senior Developer R&D

OTRS AG
Europaring 4
94315 Straubing

T: +49 (0)6172 681988 0
F: +49 (0)9421 56818 18
I: www.otrs.com/

Gesch?ftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751,
USt-Nr.: DE256610065
Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: Andr?
Mindermann

Steigern Sie Ihre Effizienz um 30% - mit OTRS Help Desk 3.0:
http://www.otrs.com/



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

Message: 4
Date: Wed, 08 Dec 2010 16:12:25 +0100
From: Dominique 'NetAndroid' Schramm <lists@schramm.es>
Subject: Re: [otrs] Next ticket state
To: "User questions and discussions about OTRS." <otrs@otrs.org>
Message-ID: <4CFFA059.1040001@schramm.es>
Content-Type: text/plain; charset=ISO-8859-1

Jean BROW schrieb:
> How can I change so "Next ticket state:" always is "sucsessfull
closed" ?

As an example you can set the next ticket state by compose response to
customer via sysconfig:

Ticket::Frontend::AgentTicketCompose###StateDefault

King regards
--
Dominique 'NetAndroid' Schramm
- Twitter: @NetAndroid_BY
- Identi.ca: @netandroid



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

Message: 5
Date: Wed, 8 Dec 2010 11:03:49 -0700
From: Clayton Doty <ckdoty01@gmail.com>
Subject: [otrs] Bug Tracking - or other bug tracking integration
To: o trs@otrs.org
Message-ID:
<AANLkTimEU3ULO0xu5WtqYfBHvPbkQaDUKHAyyeJRgYSd@mail.gmail.com>
Content-Type: text/plain; charset="iso-8859-1"

Sorry for bringing this up as I can see from google searches that this
question is asked quite often. With that said for some reason i am
unable
to find an answer.

Is there any bug tracking capabilities in OTRS? or is there any
integration
with a bug tracking software? (Bugzilla preferred)

I am looking for a solution to handle our helpdesk and also something to
handle out websites bugs and feature requests. I don't mind if they are
two separate systems, but it would be nice to generate bugs from
tickets. I
am very open to any suggestions.

Thank you.

Clay
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