Dear Team, we have a set of customers and i want to manage those customers in a group. how can it b possible? when i click this link..[ Customer Users <-> Groupshttp://localhost/otrs/index.pl?Action=AdminCustomerUserGroup] im getting a message like this, """"Warning: Sorry, feature not active! *Comment:* CustomerGroupSupport needs to be active in Kernel/Config.pm, read more about this feature in the documentation. Take care!""""' wat should i do for this? pls give the steps that i want to do.....
it's a joke and you are a bot ?! :D
On Fri, Aug 27, 2010 at 3:01 PM, Joseph Thomas
Dear Team, we have a set of customers and i want to manage those customers in a group. how can it b possible?
when i click this link..[ Customer Users <-> Groupshttp://localhost/otrs/index.pl?Action=AdminCustomerUserGroup] im getting a message like this, """"Warning: Sorry, feature not active! *Comment:* CustomerGroupSupport needs to be active in Kernel/Config.pm, read more about this feature in the documentation. Take care!""""'
wat should i do for this? pls give the steps that i want to do.....
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Joseph Thomas wrote : [...]
when i click this link..[ Customer Users <-> Groups http://localhost/otrs/index.pl?Action=AdminCustomerUserGroup ] im getting a message like this, """"Warning: Sorry, feature not active! *Comment:* CustomerGroupSupport needs to be active in Kernel/Config.pm, read more about this feature in the documentation. Take care!""""' [...]
Hi Joseph, you really should read the documentation first. And you have to provide a meaningful subject, all your postings have the same subject. You find more about customer groups in chapter 5.3 of the OTRS admin manual : http://doc.otrs.org/2.4/en/html/x1157.html Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 132/5889/0264, DE 814559152 Web: http://www.radprax.de
Hi all, On 27.08.2010, at 09:44, Alexander Halle wrote:
Joseph Thomas wrote : [...]
when i click this link..[ Customer Users <-> Groups http://localhost/otrs/index.pl?Action=AdminCustomerUserGroup ] im getting a message like this, """"Warning: Sorry, feature not active! *Comment:* CustomerGroupSupport needs to be active in Kernel/Config.pm, read more about this feature in the documentation. Take care!""""' […]
you really should read the documentation first. And you have to provide a meaningful subject, all your postings have the same subject. You find more about customer groups in chapter 5.3 of the OTRS admin manual :
With this feature you can restrict the access to tickets in the customer portal - basically. In most cases this is not wanted as a customer should be able to see all of their tickets. In some cases it can make sense, e.g. if you have areas where you open tickets for customers and the ticket is not dedicated to a support case but for your internal tracking. The Customer <-> Group feature is disabled by default as it does require several process planning and some knowledge of OTRS insides. Joseph, what is your actual goal with enabling this feature? Off Topic: Thanks Alex, for your topic-related, patient and objective answer! Not that other would do less but in this case it goes fast to an annoying scenario. I just wanted to highlight this and ask you all for the same patient answers, primary submitting links to documentation if it is that clear that one did not read them … maybe he did not found the right chapter and we need to work on this … might be ;-) Thanks to you all again. Joseph, I am looking forward to see your next email containing specific descriptions and subjects, no “help me soon!”. The subject of an email is very important for the mailinglist to work, please consider this in your next email. You could use the template that we use in our public bugtracking tool at bugs.otrs.org, which should also be one of your first resources (beside the list, wiki and of course the documentation - btw. for those who don’t know, RTFM is an abbreviation standing for “Read The Famous Manual” :-) when searching for answers and reasons to your issues. Did you browse trough the open issues already? it is very interesting and helpful, also for beginners. And by resolving your issues with your own knowledge will increase your fun you will have with OTRS and you can probably see then your personal rising curve of OTRS knowledge and other areas faster than you would ever have been thought before ;-) Template used in the Bugzilla: PROBLEM DESCRIPTION =================== STEP-BY-STEP DESCRIPTION TO REPRODUCE THE PROBLEM ================================================= ACTUAL RESULTS ============== ADDITIONAL INFORMATION ====================== Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net nils.leideck@otrs.com http://webint.cryptonode.de / a Fractal project
On 8/27/10 8:01 AM, "Joseph Thomas"
wat should i do for this? pls give the steps that i want to do.....
From your postings so far, I'd say you want to do the following steps:
0. Read the error message, and note the "read more about this feature in the documentation" part of the message. 1. Read more about this feature in the documentation. 2. Perform the steps in the documentation. 3. Write a best practices document for yourself that includes performing steps #0, #1 and #2 before asking the mailing list for help, posting a copy in a prominent place near your computer. 4. Hire a OTRS consultant. 5. Provide consultant with requirements for implementation. 6. Go away and let consultant work undisturbed. 7. Pay consultant. 8. Declare victory. 9. Go home. In general: OTRS (and in fact, ANY operations automation and incident/problem management tooling) is NOT a tool that you can randomly click around in and get something that works successfully. You need to start with a specific definition of what you are trying to accomplish and how you want the system to work. You then need to RTFM, and understand how to express each part of your system definition using the tool that you've chosen. Only then can you reasonably go to implementation, and you can expect a few false starts and reinstalls while you get it right. It's pretty clear from your posts that you've skipped right to implementation. Don't. You'll get frustrated, and you'll annoy the people who might be willing to help you. This mailing list is other users of OTRS. We don't get paid to answer questions, so demanding help isn't going to get you anywhere. Go read a bit more, and come back with a description of what it is you're trying to do, and what you've tried so far. THEN we have a basis to help *you* work through it. Failing that, you need to pay for someone to help you implement OTRS in your environment. You don't seem to grasp the tradeoff between open-source tooling where you save money by being your own tech support vs commercially supported software where you can demand help at any time, but you pay for the privilege of doing so. -- db
participants (5)
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Alexander Halle -
David Boyes -
Joseph Thomas -
Marco Vannini -
Nils Leideck - ITSM