RE: otrs digest, Vol 1 #348 - 12 msgs - otrs

27 Jun 2003

      leave otrs

-----Original Message-----
From: otrs-request@otrs.org [mailto:otrs-request@otrs.org]
Sent: 27 June 2003 11:00
To: otrs@otrs.org
Subject: otrs digest, Vol 1 #348 - 12 msgs

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Today's Topics:

   1. list selection follow-up. (gilles.massen@restena.lu)
   2. Re: Phone View: Queues are incorrect (Jim Wight)
   3. Is there a Windows version? (J M)
   4. Re: Is there a Windows version? (Stefan Wintermeyer)
   5. Re: Full ASP support?!? (Matthias Eichler)
   6. Re: LDAP Auth / Config.pm without effects (Matthias Eichler)
   7. Internal Server Error:  log says CheckItem.pm (Wes Plate)
   8. Re: Creating new tickets and merging tickets (Brian)
   9. What is the different between Queue & Sub-Queue?
(=?big5?q?Chris=20Wong?=)
  10. Can I mandatory control the queue in "new ticket" for each customer?
(=?big5?q?Chris=20Wong?=)
  11. Re: Creating new tickets and merging tickets
(gilles.massen@restena.lu)
  12. Re: Phone View: Queues are incorrect (Jim Wight)

--__--__--

Message: 1
To: otrs@otrs.org
From: gilles.massen@restena.lu
Date: Thu, 26 Jun 2003 11:53:58 +0200
Subject: [otrs] list selection follow-up.
Reply-To: otrs@otrs.org

....forget the second question of my previous email. Ctrl-Click was what I 
was looking for (for quite some time).

stupid, stupid....

Gilles

--
RESTENA - DNS-LU
6, rue Coudenhove-Kalergi
L-1359 Luxembourg
tel: (+352) 424409
fax: (+352) 422473

--__--__--

Message: 2
From: "Jim Wight" 
Date: Thu, 26 Jun 2003 13:39:04 +0100
To: otrs@otrs.org
Subject: Re: [otrs] Phone View: Queues are incorrect
Reply-To: otrs@otrs.org

Alan Murrell writes:
...
...
If you want you own choose of queues in Customer
interface, use:
[...]
    $Self->{CustomerPanelOwnSelection} = { 
        # QueueID => String
        '1' => 'First Queue!',
        '2' => 'Second Queue!',
    };
[...]
That's perfect.  Thank you!  Now we can enable the
Customer interface :-)
(Almost) perfect for me too. This thread has been very useful. I
hadn't cottoned on to the possibilities of the alternatives for
PhoneViewSelectionType and CustomerPanelSelectionType, but making some
or all of the queues available (Queue) in the agent interface, while
restricting the customer interface to a single queue (SystemAddress)
with a modified CustomerPanelSelectionString is just what I want.

However, the QueueID that is required when defining
PhoneViewSelectionString or CustomerPanelOwnSelection is the numeric
id that is stored in the database. As far as I can tell, these ids
aren't available from the agent interface. It would be convenient if
they were displayed under Queue Management, in the way that user ids
are displayed under User management.

Also, it seems that OTRS sorts the entries alphabetically according to
the 'String' values. I would like to force our default queue,
Incoming, to be the default in PhoneViewSelectionString, but it's not
the earlist alphabetically. Can it be done? I had expected the order
of presentation to be the order of listing in PhoneViewSelectionString.

Jim

--__--__--

Message: 3
Date: Thu, 26 Jun 2003 06:03:05 -0700 (PDT)
From: J M 
To: otrs@otrs.org
Subject: [otrs] Is there a Windows version?
Reply-To: otrs@otrs.org

--0-1227570413-1056632585=:41281
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I saw some talk about Win32 and wondered how to get the Windows version.
Does it require PERL on the Windows machine?  Uses IIS?  Thanks.

---------------------------------
Do you Yahoo!?
SBC Yahoo! DSL - Now only $29.95 per month!
--0-1227570413-1056632585=:41281
Content-Type: text/html; charset=us-ascii

<DIV>I saw some talk about Win32 and wondered how to get the Windows
version.  Does it require PERL on the Windows machine? 
Uses IIS?  Thanks.</DIV><p><hr SIZE=1>
Do you Yahoo!?<br>
<a
href="http://pa.yahoo.com/*http://rd.yahoo.com/evt=1207/*http://promo.yahoo.
com/sbc/">SBC Yahoo! DSL</a> - Now only $29.95 per month!
--0-1227570413-1056632585=:41281--

--__--__--

Message: 4
Date: Thu, 26 Jun 2003 15:10:18 +0200
From: Stefan Wintermeyer 
To: otrs@otrs.org
Subject: Re: [otrs] Is there a Windows version?
Reply-To: otrs@otrs.org

On Thu, Jun 26, J M wrote:
...
I saw some talk about Win32 and wondered how to get the Windows version.
Does
it require PERL on the Windows machine?  Uses IIS?  Thanks.
RTFM

http://doc.otrs.org/1.1/html/x111.html

BTW, Robert Kehl is creating a easy installer. You'll find his e-mail
address at the end of win32 install documentation. 

take care
  Stefan Wintermeyer

-- 
Stefan Wintermeyer

   Matlock is irrelevant. Resistance is futile. You will be
assimiZZZZZZZZZZ...
   (Grampa)                                                       
                                              "The Simpsons (Simpsons of
Borg)"

--__--__--

Message: 5
Subject: Re: [otrs] Full ASP support?!?
From: Matthias Eichler 
To: otrs@otrs.org
Organization: AME Aigner Media & Entertainment GmbH
Date: 26 Jun 2003 16:17:49 +0200
Reply-To: otrs@otrs.org

Hi Martin,

Am Mit, 2003-06-25 um 11.17 schrieb Martin Edenhofer:
...
On Mon, Jun 23, 2003 at 04:52:13PM +0200, Matthias Eichler wrote:
...
I installed our OTRS as an ASP system, but it seems to me as some of the
settings are not really ASP-like.
e.g. the "Organization"-tag in the Config.pm
If I want some real ASP-system, that means, that also different
"companies" are using the same server, do I just have a chance in
duplicating the whole installation?!? Please not...;-)
...
It depends on what you want to do with OTRS. 
It's possible for host more departments or companies on one instance but
just with one admin(-group) for all.
Thats what I want. We are an agency which is managing the
Support-Requests for different customers which have nothing to do with
each other.

I already set up:
- different queues for each customer,
- teams for each customer
- emails for each customer
and linked them together as they belong.

My problems:
- It seems that some settings (for example X-Organisation in Config.pm)
  can just set once for the whole instance, but we would need something
  like seperate settings for each queue

- It seems as our OTRS setup ignores some settings from Config.pm,
  because I set:
  ---cut---
         $Self->{MoveInToAllQueues} = 0;
         $Self->{ChangeOwnerToEveryone} = 0;
         $Self->{ShowCustomerSelection} = 0;
         $Self->{PhoneViewASP} = 1;
  ---cut---
  And we can still move through all queues.

- The servername should be different for each queue as they should have 
  something like support.customer.de, all links in OTRS eMails are with
  the one servername-setting from Config.pm, which is not asp'able...

- Is it right that the customer-frontend can just customized once for
  each installation and not for each queue?!?
...
If you want system admin(-groups) for each customer, then you need to
install a new instance.
No, there is just one admin-group for all customers.

Thanks,

Matthias

--__--__--

Message: 6
Subject: Re: [otrs] LDAP Auth / Config.pm without effects
From: Matthias Eichler 
To: otrs@otrs.org
Organization: AME Aigner Media & Entertainment GmbH
Date: 26 Jun 2003 16:19:46 +0200
Reply-To: otrs@otrs.org

Hi Martin,

Am Mit, 2003-06-25 um 11.12 schrieb Martin Edenhofer:

[...]
...
It sounds like you need to restart your webserver (if you use mod_perl)
because the perl modules are loaded on apache startup (improve
performance!!). ,-)
I thought I have done that, but I will check again.
Something strange btw with mod_perl together with mod_php4:
after some time the apache is running PHP code can not be executed but
therefore the index.pl from OTRS is executed by PHP, which can not be
interpreted...;-)

Matthias

--__--__--

Message: 7
Date: Thu, 26 Jun 2003 08:31:51 -0700
From: Wes Plate 
To: 
Subject: [otrs] Internal Server Error:  log says CheckItem.pm
Reply-To: otrs@otrs.org

When I try to reply to a ticket, I get an Internal Server Error.

Looking at the web server log, I see...

query timed out at /opt/otrs/bin/cgi-bin/../../Kernel/System/CheckItem.pm
line 68
[Thu Jun 26 07:58:58 2003] [error] [client xx.xx.xx.xx] Premature end of
script headers: /opt/otrs/bin/cgi-bin/index.pl

I have never had this problem before, we are running 1.1.2 on MacOS X.

Help please!  :-)

-- 
Wes Plate
 Automatic Duck, Inc.
  http://www.wesplate.com
   http://www.automaticduck.com

--__--__--

Message: 8
From: "Brian" 
To: otrs@otrs.org
Subject: Re: [otrs] Creating new tickets and merging tickets
Date: Thu, 26 Jun 2003 17:29:23 -0600
Reply-To: otrs@otrs.org

---------- Original Message -----------
From: Martin Edenhofer 
To: otrs@otrs.org
Sent: Sat, 12 Apr 2003 14:02:14 +0200
Subject: Re: [otrs] Creating new tickets and merging tickets
...
Hi Paul,
On Wed, Apr 09, 2003 at 02:37:30AM -0400, Paul wrote:
...
No, not split tickets. What I'd like is just like the "New e-mail"
button in
Outlook or Eudora, etc. There are many times when an agent has to
initiate
contact with a client and presently have to do it via an external e-mail
program. OTRS is currently setup for INTAKE only.
What I have in mind is similar to the PhoneView, HOWEVER with a blank
"TO"
field and a selectable "FROM" field. For example:
To: <Enter e-mail address or customer>
From: Drop down box with queues
Subject: <Enter subject>
[...]
Ohh now I got it. .-) It's not implemented yet. I put it on the TODO
list.
A good idea.
Hi there Martin. I was wondering if there was any work on this TODO item in
CVS? I was thinking about writing my own interface but didn't want to if
work
was under way. With this feature we could also allow our abuse department to
have a more formal way of notifying other networks. 

--
Brian

--__--__--

Message: 9
Date: Fri, 27 Jun 2003 10:04:39 +0800 (CST)
From: =?big5?q?Chris=20Wong?= 
To: otrs@otrs.org
Subject: [otrs] What is the different between Queue & Sub-Queue?
Reply-To: otrs@otrs.org

--0-1407929799-1056679479=:81883
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thx

³Ì·s¹aÁn±À¤¶:¤Q±®I¥ñ¡A¤dª÷¡A¤C¤Í...
http://ringtone.yahoo.com.hk

--0-1407929799-1056679479=:81883
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<DIV>thx</DIV><p>³Ì·s¹aÁn±À¤¶:¤Q±®I¥ñ¡A¤dª÷¡A¤C¤Í...<br>
<a
href="http://hk.yahoo.com/mail_tagline/?http://hk.ringtone.yahoo.com/">http:
//ringtone.yahoo.com.hk</a><br>
--0-1407929799-1056679479=:81883--

--__--__--

Message: 10
Date: Fri, 27 Jun 2003 10:22:55 +0800 (CST)
From: =?big5?q?Chris=20Wong?= 
To: otrs@otrs.org
Subject: [otrs] Can I mandatory control the queue in "new ticket" for each
customer?
Reply-To: otrs@otrs.org

--0-1466801332-1056680575=:85463
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For example, i have created 2 queue, "q1"  & "q2" and i have 2 customer, "c1
& c2". 

I want c1 can only select q1 in the "To" dropdown list when he create a new
ticket, and c2 can select q2 .

How can i do this?

Thanks

Chris

³Ì·s¹aÁn±À¤¶:¤Q±®I¥ñ¡A¤dª÷¡A¤C¤Í...
http://ringtone.yahoo.com.hk

--0-1466801332-1056680575=:85463
Content-Type: text/html; charset=big5
Content-Transfer-Encoding: 8bit

<DIV>For example, i have created 2 queue, "q1"  & "q2" and i have 2
customer, "c1 & c2". </DIV>
<DIV> </DIV>
<DIV>I want c1 can only select q1 in the "To" dropdown list when he create a
new ticket, and c2 can select q2 .</DIV>
<DIV> </DIV>
<DIV>How can i do this?</DIV>
<DIV> </DIV>
<DIV>Thanks</DIV>
<DIV> </DIV>
<DIV>Chris</DIV><p>³Ì·s¹aÁn±À¤¶:¤Q±®I¥ñ¡A¤dª÷¡A¤C¤Í...<br>
<a
href="http://hk.yahoo.com/mail_tagline/?http://hk.ringtone.yahoo.com/">http:
//ringtone.yahoo.com.hk</a><br>
--0-1466801332-1056680575=:85463--

--__--__--

Message: 11
To: otrs@otrs.org
Cc: brian@mylinuxisp.com
Subject: Re: [otrs] Creating new tickets and merging tickets
From: gilles.massen@restena.lu
Date: Fri, 27 Jun 2003 07:56:02 +0200
Reply-To: otrs@otrs.org

Hi Brian,

I've finished a quick'n'dirty implementation of that function. Although I 
doubt that this would be a starting point for actual OTRS code, it works 
(with some sideeffects due to my lack of understanding of the guts of 
OTRS). But as a Module it is easy to put in place and there should not be 
any major issues with updates along the 1.1 path, or the correct working 
of OTRS in that matter.

If there is interest I'll put a small install doc together with the files 
and post it here...

Best,
Gilles

--
RESTENA - DNS-LU
6, rue Coudenhove-Kalergi
L-1359 Luxembourg
tel: (+352) 424409
fax: (+352) 422473

"Brian" 
Sent by: otrs-admin@otrs.org
06/27/2003 01:29
Please respond to otrs

        To:     otrs@otrs.org
        cc: 
        Subject:        Re: [otrs] Creating new tickets and merging tickets

---------- Original Message -----------
From: Martin Edenhofer 
To: otrs@otrs.org
Sent: Sat, 12 Apr 2003 14:02:14 +0200
Subject: Re: [otrs] Creating new tickets and merging tickets
...
Hi Paul,
On Wed, Apr 09, 2003 at 02:37:30AM -0400, Paul wrote:
...
No, not split tickets. What I'd like is just like the "New e-mail" 
button in
Outlook or Eudora, etc. There are many times when an agent has to 
initiate
contact with a client and presently have to do it via an external 
e-mail
program. OTRS is currently setup for INTAKE only.
What I have in mind is similar to the PhoneView, HOWEVER with a blank 
"TO"
field and a selectable "FROM" field. For example:
To: <Enter e-mail address or customer>
From: Drop down box with queues
Subject: <Enter subject>
[...]
Ohh now I got it. .-) It's not implemented yet. I put it on the TODO
list.
A good idea.
Hi there Martin. I was wondering if there was any work on this TODO item 
in
CVS? I was thinking about writing my own interface but didn't want to if 
work
was under way. With this feature we could also allow our abuse department 
to
have a more formal way of notifying other networks. 

--
Brian
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OTRS mailing list: otrs - Webpage: http://otrs.org/
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To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

--__--__--

Message: 12
From: "Jim Wight" 
Date: Fri, 27 Jun 2003 08:07:28 +0100
To: otrs@otrs.org
Subject: Re: [otrs] Phone View: Queues are incorrect
Reply-To: otrs@otrs.org

Jim Wight writes:
...
Also, it seems that OTRS sorts the entries alphabetically according to
the 'String' values. I would like to force our default queue,
Incoming, to be the default in PhoneViewSelectionString, but it's not
the earlist alphabetically. Can it be done? I had expected the order
of presentation to be the order of listing in PhoneViewSelectionString.
Of course I meant PhoneViewOwnSelection, not PhoneViewSelectionString.

I've hit upon an answer to getting Incoming to the top of the list. It
came on realising that the 'String' values don't have to be the
queue names, but can be any text. So I've simply added a leading
space, which forces it to the top after sorting.

Jim

--__--__--

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End of otrs Digest

RE: otrs digest, Vol 1 #348 - 12 msgs

Strange, PJ (Philippa)

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