Hi, I've setup the OTRS 1.3.2p01-5 Debian package and it now works like a charm with PostgreSQL. OTRS is really great stuff ! Now I'm wondering : I'd like to propose to customers the choice between only two queues with names I'll choose, but actually there are several predefined queues : 'Raw', 'Junk', 'Postmaster' and 'Misc' which are of no interest to me. I've read the documentation, especially "What is a ticket queue" section, but it doesn't seem to explain if these predefined queues are needed or not. I'd like to delete them if possible (this I know how to do), but what happens if I delete these predefined queues ? Now another question : the PostgreSQL database schema doesn't contain statements to ensure the database integrity when someone tries to do some manual modifications : for example (with my need), if I delete from table 'queue' and still have datas matching the deleted queues in 'personal_queues' the database is incoherent, but a foreign key which references the other table would have prevented this to happen. So is this sort of things fixed in the 2.0 branch ? Thanks to all in advance Jerome Alet
Hi! With OTRS you don't need to access the database directly, except in very rare occasions (disaster recovery, corrupted tables, etc). To disable the default queues you have 2 options: - Rename them to something usefull for you. - Disable them, so they won't be shown (mark as invalid in admin interface). Anyway, they can be used for things not related directly to your clients, as 'Junk' to store spam (and delete it automatically with the generic agent) or "Postmaster" to store system or administrative messages. Also, it's usefull to have some test queues, to test all kind of things without disturbing your clients queues. I've renamed 'Raw' and 'Misc' as 'TestQ1' and TestQ2' ;-) Regards, On 27 May 2005 at 10:26, Jerome Alet wrote:
Hi,
I've setup the OTRS 1.3.2p01-5 Debian package and it now works like a charm with PostgreSQL. OTRS is really great stuff !
Now I'm wondering : I'd like to propose to customers the choice between only two queues with names I'll choose, but actually there are several predefined queues : 'Raw', 'Junk', 'Postmaster' and 'Misc' which are of no interest to me.
I've read the documentation, especially "What is a ticket queue" section, but it doesn't seem to explain if these predefined queues are needed or not.
I'd like to delete them if possible (this I know how to do), but what happens if I delete these predefined queues ?
Now another question : the PostgreSQL database schema doesn't contain statements to ensure the database integrity when someone tries to do some manual modifications : for example (with my need), if I delete from table 'queue' and still have datas matching the deleted queues in 'personal_queues' the database is incoherent, but a foreign key which references the other table would have prevented this to happen.
So is this sort of things fixed in the 2.0 branch ?
Thanks to all in advance
Jerome Alet _______________________________________________ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
--- Victor R. Rodriguez Departamento de Sistemas Valoraciones del Mediterraneo, S.A. ---
On Fri, May 27, 2005 at 11:36:20AM +0200, Victor Rodriguez Cortes wrote:
With OTRS you don't need to access the database directly, except in very rare occasions (disaster recovery, corrupted tables, etc).
I beg to differ. Having relational integrity constraints is an important part of having and maintaining a consistent database.
To disable the default queues you have 2 options:
- Rename them to something usefull for you. - Disable them, so they won't be shown (mark as invalid in admin interface).
Anyway, they can be used for things not related directly to your clients, as 'Junk' to store spam (and delete it automatically with the generic agent) or "Postmaster" to store system or administrative messages. Also, it's usefull to have some test queues, to test all kind of things without disturbing your clients queues. I've renamed 'Raw' and 'Misc' as 'TestQ1' and TestQ2' ;-)
OK so is there a way to let the queues exist and be seen by agents, while hiding them from customers ? bye Jerome Alet
On 27 May 2005 at 11:47, Jerome Alet wrote:
With OTRS you don't need to access the database directly, except in very rare occasions (disaster recovery, corrupted tables, etc).
I beg to differ.
Having relational integrity constraints is an important part of having and maintaining a consistent database.
I'm with you. But it's a feature that you don't miss while using OTRS, as the app takes care of data integrity and, in my experience, usually you don't need to modify the DB directly. Writing as I think (and about something I don't really know ;), OTRS was developed initially for MySQL and maybe MySQL don't support (or didn't in the past) that feature.
To disable the default queues you have 2 options:
- Rename them to something usefull for you. - Disable them, so they won't be shown (mark as invalid in admin interface).
Anyway, they can be used for things not related directly to your clients, as 'Junk' to store spam (and delete it automatically with the generic agent) or "Postmaster" to store system or administrative messages. Also, it's usefull to have some test queues, to test all kind of things without disturbing your clients queues. I've renamed 'Raw' and 'Misc' as 'TestQ1' and TestQ2' ;-)
OK so is there a way to let the queues exist and be seen by agents, while hiding them from customers ?
If I remember correctly, there's one way... let me find it... Yes, it's called "CustomerPanelOwnSelection". It's something like: # CustomerPanelOwnSelection # (If this is in use, "just this selection is valid" for the CustomMessage.) $Self->{CustomerPanelOwnSelection} = { # Queue => Frontend-Name 'CustQueue' => 'This queue is for you!', }; This will only show the CustQueue in customers frontend named as "This queue is for you!"
bye
Jerome Alet
Regards! --- Victor R. Rodriguez Departamento de Sistemas Valoraciones del Mediterraneo, S.A. ---
Hi, On Fri, May 27, 2005 at 02:15:51PM +0200, Victor Rodriguez Cortes wrote:
Writing as I think (and about something I don't really know ;), OTRS was developed initially for MySQL and maybe MySQL don't support (or didn't in the past) that feature.
Ah, yes you're probably right ! Thanks
To disable the default queues you have 2 options:
- Rename them to something usefull for you. - Disable them, so they won't be shown (mark as invalid in admin interface).
Anyway, they can be used for things not related directly to your clients, as 'Junk' to store spam (and delete it automatically with the generic agent) or "Postmaster" to store system or administrative messages. Also, it's usefull to have some test queues, to test all kind of things without disturbing your clients queues. I've renamed 'Raw' and 'Misc' as 'TestQ1' and TestQ2' ;-)
OK so is there a way to let the queues exist and be seen by agents, while hiding them from customers ?
If I remember correctly, there's one way... let me find it... Yes, it's called "CustomerPanelOwnSelection". It's something like:
# CustomerPanelOwnSelection # (If this is in use, "just this selection is valid" for the CustomMessage.) $Self->{CustomerPanelOwnSelection} = { # Queue => Frontend-Name 'CustQueue' => 'This queue is for you!', };
This will only show the CustQueue in customers frontend named as "This queue is for you!"
This is great (even if only for email tickets). In the meantime I've followed Yann's advice and marked the queues as invalid Thanks to all. Now I know that BOTH the software and its support are great ! :-) bye Jerome Alet
On 27 May 2005 at 14:20, Jerome Alet wrote:
If I remember correctly, there's one way... let me find it... Yes, it's called "CustomerPanelOwnSelection". It's something like:
# CustomerPanelOwnSelection # (If this is in use, "just this selection is valid" for the CustomMessage.) $Self->{CustomerPanelOwnSelection} = { # Queue => Frontend-Name 'CustQueue' => 'This queue is for you!', };
This will only show the CustQueue in customers frontend named as "This queue is for you!"
This is great (even if only for email tickets).
Don't get confused: CustomerPanelOwnSelection is to hide queues in Customer the web interface and PostmasterDefaultQueue is to specify the default queue for email tickets sent to mail addresses managed by OTRS. So they do completely different things ;)
Thanks to all. Now I know that BOTH the software and its support are great !
Just use OTRS a lot as maybe tomorrow someone else may need your help! --- Victor R. Rodriguez Departamento de Sistemas Valoraciones del Mediterraneo, S.A. ---
Jerome Alet a écrit :
Hi,
I've setup the OTRS 1.3.2p01-5 Debian package and it now works like a charm with PostgreSQL. OTRS is really great stuff !
Now I'm wondering : I'd like to propose to customers the choice between only two queues with names I'll choose, but actually there are several predefined queues : 'Raw', 'Junk', 'Postmaster' and 'Misc' which are of no interest to me.
I've read the documentation, especially "What is a ticket queue" section, but it doesn't seem to explain if these predefined queues are needed or not.
You must declare the default Queue for the system in Kernel/Config.pm : # PostmasterDefaultQueue # (The default queue of all.) [default: Raw] $Self->{PostmasterDefaultQueue} = 'Your Personnal Queue'; This Queue MUST be created before via admin web interface. Regards, Yann.
On Fri, May 27, 2005 at 11:39:37AM +0200, Yann Richard wrote:
# PostmasterDefaultQueue # (The default queue of all.) [default: Raw] $Self->{PostmasterDefaultQueue} = 'Your Personnal Queue';
This Queue MUST be created before via admin web interface.
This doesn't seem to work. When a "faked" customer creates a new ticket, the destination queue which is selected is always the first one in alphabetical order, i.e. 'Junk' I'd like to have only the two queues I need there. bye Jerome Alet
AFAIK, that option is just for mail tickets (read as received by mail by OTRS), a not for the ones created through the web interface... On 27 May 2005 at 12:25, Jerome Alet wrote:
On Fri, May 27, 2005 at 11:39:37AM +0200, Yann Richard wrote:
# PostmasterDefaultQueue # (The default queue of all.) [default: Raw] $Self->{PostmasterDefaultQueue} = 'Your Personnal Queue';
This Queue MUST be created before via admin web interface.
This doesn't seem to work.
When a "faked" customer creates a new ticket, the destination queue which is selected is always the first one in alphabetical order, i.e. 'Junk'
I'd like to have only the two queues I need there.
bye
Jerome Alet _______________________________________________ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/
--- Victor R. Rodriguez Departamento de Sistemas Valoraciones del Mediterraneo, S.A. ---
participants (3)
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Jerome Alet -
Victor Rodriguez Cortes -
Yann Richard