I want to run through the entire OTRS tickets table and add each customer_user_id as a customer with the same password in the customer users' list. How might this be done? Can it be done via SQL? My concern is that maybe the passwords have to be encrypted. I was wondering if I could encrypt a simple password and use that encrypted string for all the others. Charles
On Tuesday, June 08, 2004 4:42 PM
Charles R. Thompson
I want to run through the entire OTRS tickets table and add each customer_user_id as a customer with the same password in the customer users' list. How might this be done? Can it be done via SQL?
Although we do not recommend working on the raw database, it were possible this way. Be cautious, though. What do you mean by customer_user_id - The customer_id, ie. login? Then the SQL statement were: UPDATE customer_user SET customer_id = login, pw ='CryptedPassHere';
My concern is that maybe the passwords have to be encrypted. I was wondering if I could encrypt a simple password and use that encrypted string for all the others.
Yes. Best were to use the password entry of an existing customer user. hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388
Hi, Ive seen some mention of posible IRC chat support within OTRS, and am wandering if anyone has looked at one-one chat support stuff? E.g. a user logs in and requests a live chat with an engineer, one of the engineers curently on call pick up the request and start a chat sesion with the customer, at the end the customer is emailed a copy of the transcript, and the whole thing is loggd to a database. If anyones ever used Epson's e-support pages they will have come across this type of thing, a quick search of google gave me : http://www.elitehelpdesk.com/index.php (not had a trial run of it yet, i think they are in bed at the moment, i know i should be!) But this would be better (in my opinon) than a IRC chat client, because the chat sesions are purly between the user and the engineer, and cant be vied by anyone else. If this is what was ment by IRC chat being intergrated into OTRS i am sorry for posting this email. It was just my understanding that IRC was normally an open chat sesion rather than a closed sesion between 2 people. Yours Matt Lowe otrs@mlsis.co.uk -- This message has been scanned for viruses and dangerous content by the www.ms.mlsis.co.uk MailScanner, and is believed to be clean. Please contact ms@ms.mlsis.co.uk for support.
On Thursday, June 10, 2004 2:04 AM
otrs@mlsis.co.uk
Ive seen some mention of posible IRC chat support within OTRS, and am wandering if anyone has looked at one-one chat support stuff? E.g. a user logs in and requests a live chat with an engineer, one of the engineers curently on call pick up the request and start a chat sesion with the customer, at the end the customer is emailed a copy of the transcript, and the whole thing is loggd to a database.
Shouldn't this better read: "...at the end of the chat session a new ticket is created or an existing one opened, with the session's log contents appended to it."
http://www.elitehelpdesk.com/index.php (not had a trial run of it yet, i think they are in bed at the moment, i know i should be!)
I guess chances are little we'd implement PHP code.
But this would be better (in my opinon) than a IRC chat client, because the chat sesions are purly between the user and the engineer, and cant be vied by anyone else.
Point.
If this is what was ment by IRC chat being intergrated into OTRS i am sorry for posting this email. It was just my understanding that IRC was normally an open chat sesion rather than a closed sesion between 2 people.
Both is true. You may have private conversations between to (or more) people in your own channel, as well as use /msg to send private notes to someone else while not having joined a channel at all. The first were the more desirable. The idea of connecting an IRC client to OTRS is an interesting one. Regards, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388
Hi, Ive been looking at customizing the OTRS customer front end (and some of the auto-reply stuff as well) and was wandering if anyone has a template that uses a set of vars to define things like the company name and logo url etc. This would allow customizing the customer front end and the generic replys etc. very easly within one file rather then (as i see it) having to edit several diferent template files. Also, Is it posible to create muliple customer front ends, on diferent domains but keep the same backend (admin/support area)? This would allow me to create a support page for each customers website that i host, using there own logos/company names etc. but have the same set of support techs to answer the tickets. Also would there be a way to automagicly cusomize reply ticks by the domain (ether from the URL or the domain within the customers email address) so that rather than creating seperate replys for each customer i can have a set of generic replys that have something like :- Thanks you for your request support@<$email_domain> will contact you shortly with regards to this. this could be used for generic replys and then have more customized replys within each queue for certain things (you could posibly use the queue name instead of $email_domain if the queues where named as per the support domain) If any of this makes sence please let me know :) Yours Matt Lowe otrs@mlsis.co.uk -- This message has been scanned for viruses and dangerous content by the www.ms.mlsis.co.uk MailScanner, and is believed to be clean. Please contact ms@ms.mlsis.co.uk for support.
On Thursday, June 10, 2004 2:16 AM
otrs@mlsis.co.uk
Ive been looking at customizing the OTRS customer front end (and some of the auto-reply stuff as well) and was wandering if anyone has a template that uses a set of vars to define things like the company name and logo url etc.
You customize the frontend via dtl files. Look here: http://doc.otrs.org/1.2/en/html/dtl.html
This would allow customizing the customer front end and the generic replys etc. very easly within one file rather then (as i see it) having to edit several diferent template files. y
I hope we do not repeat much in the dtls. The counter example is the login page for the customers, which somewhat repeats the design from the actual GUI a customer sees while being logged on. This has been done on purpose to allow easy and -first off- independent customizing of the login screen. Generic replys have not that much to do with the GUI, so a template for the frontend won't fit here.
Is it posible to create muliple customer front ends, on diferent domains but keep the same backend (admin/support area)?
Yes. You can use several frontends, all connected to one backend, but this is a task for themes, I'd say.
Also would there be a way to automagicly cusomize reply ticks by the domain (ether from the URL or the domain within the customers email
Why not set up a queue for each domain (among dome sub-queues maybe), and assign each domain to that queue? This way you have full control over them. hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388
On Thursday, June 10, 2004 8:36 AM
Robert Kehl
Why not set up a queue for each domain (among dome sub-queues maybe), and assign each domain to that queue? This way you have full control over them.
Additionally, the rights management alongside CustomerGroupSupport will help you structurize your system. Regards, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388
participants (3)
-
Charles R. Thompson -
otrs＠mlsis.co.uk -
Robert Kehl