http://blog.gmane.org/gmane.comp.otrs.user hourly 1 1901-01-01T00:00+00:00 http://gmane.org/img/gmane-25t.png http://gmane.org http://comments.gmane.org/gmane.comp.otrs.user/38996 <pre>Hello again and thank you for your support. I have another thing that I cannot figure out. In my agent/group definition some of the agents (which I call supervisors) have all the rights for a certain queue and some other agent (normal ones) that have only certain rights like: RO, MOVE_INTO, CREATE, NOTE, OWNER. Well the “sueprvisors” can view the opened or new tickets in dashboard, just as it should, BUT other agents that have the above rights can’t view anything in dashboard, they can only see their tickets in “tickets&gt;status view”, even though the tickets are in the same queue and have the owner the respective “normal” agent. Can you provide me an idea. Have a good day! ---- Mihai Oprea mihai.oprea&lt; at &gt;sphs.ro&lt;mailto:mihai.oprea&lt; at &gt;sphs.ro&gt; --------------------------------------------------------------------- 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</pre> Mihai Oprea 2013-06-18T10:43:34 http://comments.gmane.org/gmane.comp.otrs.user/38994 <pre>Is the lenght of the "system Log" (/otrs/index.pl?Action=AdminLog) limited? Is there a way of looking at old entries? </pre> Ralf Hildebrandt 2013-06-17T11:16:16 http://comments.gmane.org/gmane.comp.otrs.user/38989 <pre>Hello, I have studied and test OTRS for the past 2 month, and I found that it can do a lot of great things. But I cannot figure out how can you automatically assign an owner to the ticket to the first agent that responses to an email ticket. Let me make it clear: - Someone send an email on OTRS' address - A new ticket is created - An agent gives a response to that ticket and I want that when he does this the owner to be automatically changed to the respective agent that answered - Also if it changes the owner there should be a noted added to that ticket, as it is done when you manually change owner. So please give me an advice on how can I do that or something similar if you've already done this. Thank you and I hope I was clear enough. Have a good day! ---- Mihai Oprea mihai.oprea&lt; at &gt;sphs.ro&lt;mailto:mihai.oprea&lt; at &gt;sphs.ro&gt; --------------------------------------------------------------------- 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</pre> Mihai Oprea 2013-06-14T14:36:40 http://comments.gmane.org/gmane.comp.otrs.user/38987 <pre>Hello: I want know if is possible to enable one Link CI dropdown or autocomplete from Create Email Ticket or Create Phone Ticket. Thanks --------------------------------------------------------------------- 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 </pre> Esteban Monge 2013-06-13T17:25:59 http://comments.gmane.org/gmane.comp.otrs.user/38983 <pre>Hello all, I'm new here and need your help.. I've created a new process in the 'Process Management' with many flows and it's working fine. I have a question.. How can I give permissions/configure this process to the 'Customer Interface'? OR How can I give permissions to users from ldap to access this menu option in the 'Agent Interface'? Thank you very much. --------------------------------------------------------------------- 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</pre> Evan Lynd 2013-06-12T12:53:36 http://comments.gmane.org/gmane.comp.otrs.user/38982 <pre>I found deleted tickets in a two month old backup. mysql-wise, how can I export the tickets from this backup and import them into the current db? Is there a script for that? E.g. export_ticket_dump ticketnumber and import_ticket_dump? </pre> Ralf Hildebrandt 2013-06-12T12:38:46 http://comments.gmane.org/gmane.comp.otrs.user/38981 <pre>Hi I had a 3.2.2 installed on a Opensuse by RPM. Now i've installed on a fresh server 3.2.7 from source, I've copied the DB with a new name and copied the Defaults.pm to the new installation. I've launched bin/otrs.RebuildConfig.pl and checked the permissions but whhen i reply to a ticket otrs reply me with Need ArticleType or ArticleTypeID! Backend ERROR: OTRS-CGI-01 Perl: 5.16.2 OS: linux Time: Wed Jun 12 14:35:11 2013 Message: Need ArticleType or ArticleTypeID! RemoteAddress: 192.168.1.2 RequestURI: /otrs/index.pl Traceback (3533): Module: Kernel::System::Ticket::Article::ArticleSend (OTRS 3.2.7) Line: 2022 Module: Kernel::Modules::AgentTicketCompose::Run (OTRS 3.2.7) Line: 763 Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.2.7) Line: 863 Module: ModPerl::ROOT::ModPerl::Registry::shared_opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 41 Module: (eval) (v1.99) Line: 204 Module: ModPerl::RegistryCooker::run (v1.99) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 Where did I go wrong? Best regards --------------------------------------------------------------------- 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 </pre> Claudio M. 2013-06-12T12:36:43 http://comments.gmane.org/gmane.comp.otrs.user/38978 <pre>Hello all, when composing articles there is a nice autocompletion feature which autocompletes e-mail addresses looking up from the Customer database. Is there a way to enable lookup *also* from the Agent list database? It shoudl be very helpful. Thanks in advance. Best regards, Luca --------------------------------------------------------------------- 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</pre> Luca Maranzano 2013-06-12T08:42:07 http://comments.gmane.org/gmane.comp.otrs.user/38976 <pre>Hello all, I'm new on this list and I ask sorry in advice if this is an already taken question. I've updated my OTRS from 3.1 to 3.2, all the upgrade task works fine except for the DB update that give me this errors: ERROR 1091 (42000) at line 7: Can't DROP 'group_read'; check that column/key exists ERROR 1091 (42000) at line 11: Can't DROP 'group_write'; check that column/key exists ERROR 1091 (42000) at line 15: Can't DROP 'other_read'; check that column/key exists ERROR 1091 (42000) at line 19: Can't DROP 'other_write'; check that column/key exists ERROR 1091 (42000) at line 20: Can't DROP 'ticket_answered'; check that column/key exists ERROR 1091 (42000) at line 24: Can't DROP 'ticket_answered'; check that column/key exists ERROR 1091 (42000) at line 29: Can't DROP 'group_id'; check that column/key exists ERROR 1050 (42S01) at line 34: Table 'pm_process' already exists ERROR 1050 (42S01) at line 51: Table 'pm_activity' already exists ERROR 1050 (42S01) at line 66: Table 'pm_activity_dialog' already exists ERROR 1050 (42S01) at line 81: Table 'pm_transition' already exists ERROR 1050 (42S01) at line 96: Table 'pm_transition_action' already exists ERROR 1050 (42S01) at line 111: Table 'pm_entity' already exists ERROR 1050 (42S01) at line 118: Table 'pm_entity_sync' already exists ERROR 1060 (42S21) at line 129: Duplicate column name 'internal_field' ERROR 1062 (23000) at line 135: Duplicate entry 'ProcessManagementProcessID' for key 'dynamic_field_name' ERROR 1062 (23000) at line 141: Duplicate entry 'ProcessManagementActivityID' for key 'dynamic_field_name' ERROR 1005 (HY000) at line 158: Can't create table 'otrs.#sql-38f_f1' (errno: 121) ERROR 1005 (HY000) at line 159: Can't create table 'otrs.#sql-38f_f1' (errno: 121) ERROR 1005 (HY000) at line 160: Can't create table 'otrs.#sql-38f_f1' (errno: 121) ERROR 1005 (HY000) at line 161: Can't create table 'otrs.#sql-38f_f1' (errno: 121) ERROR 1005 (HY000) at line 162: Can't create table 'otrs.#sql-38f_f1' (errno: 121) ERROR 1005 (HY000) at line 163: Can't create table 'otrs.#sql-38f_f1' (errno: 121) ERROR 1005 (HY000) at line 164: Can't create table 'otrs.#sql-38f_f1' (errno: 121) ERROR 1005 (HY000) at line 165: Can't create table 'otrs.#sql-38f_f1' (errno: 121) ERROR 1005 (HY000) at line 166: Can't create table 'otrs.#sql-38f_f1' (errno: 121) ERROR 1005 (HY000) at line 167: Can't create table 'otrs.#sql-38f_f1' (errno: 121) At the actual state I can login to my OTRS, I can see the old ticket and close them and also open a new ticket manually. But all the ticket received by mail are deleted from my POP3 account but not appears in the OTRS queues. Have you any idea on how I can fix it? Thanks a lot Fabio --------------------------------------------------------------------- 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</pre> Fabio.Grasso< at >itatis.net 2013-06-12T08:00:16 http://comments.gmane.org/gmane.comp.otrs.user/38974 <pre>Hi, I am running OTRS version 3.2.7 on CentOS 6.4. Can someone please help me understand about http://wiki.otterhub.org/index.php?title=Notify_Users_that_a_Ticket_has_closed I am not sure i understand it how to implement. Regards, Kaushal --------------------------------------------------------------------- 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</pre> Kaushal Shriyan 2013-06-12T01:53:16 http://comments.gmane.org/gmane.comp.otrs.user/38973 <pre>hello, this is my doubt: I wish there was a manager to OTRS with permission to manage users, including use SwitchToUser. For this I created a group called G_MANAGE and I added it in Frontend :: Module # # # AdminUser in Framework-&gt; Frontend :: Admin :: ModuleRegistration. The SwitchToUser is enabled. Alright here! The problem is that I would want that a G_MANAGER group user can't "become" a member of the admin group using SwitchToUser. What do I do to add this restriction? Thanks, Jocielma Monteiro --------------------------------------------------------------------- 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</pre> Jocielma Rocha 2013-06-11T21:14:12 http://comments.gmane.org/gmane.comp.otrs.user/38972 <pre>I was messing around with scheduling work orders. Am I correct that there can be no direct connection between work orders and tickets? I think the order of operations I'd be looking for is something like: Trouble report from customer -&gt; create new ticket -&gt; remote troubleshooting -&gt; schedule service call -&gt; field tech rolls out and makes repair -&gt; update and close ticket. It seems like there's not any connection between the ticket and the work order though. I'm also very unclear on the purpose and meaning of "Changes". What is a change supposed to represent, and why would I want one before making a work order? Wouldn't you want to just attach a work order to a ticket? I think there is something fundamental about OTRS that I don't understand. --------------------------------------------------------------------- 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 </pre> Adam Moffett 2013-06-11T17:26:35 http://comments.gmane.org/gmane.comp.otrs.user/38966 <pre>--------------------------------------------------------------------- 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</pre> Darshak Modi 2013-06-10T16:32:47 http://comments.gmane.org/gmane.comp.otrs.user/38961 <pre>Has anybody successfully used the 'backup.pl' and 'restore.pl'? If so what preparation did you do before running the scripts? - new PostgreSQL database? - from template 0? - load schema before - create user, role? - etc The documentation is a little light on the preceding steps Regard ___________________________________________ Paul Simons ________________________________ Disclaimer: This e-mail (and any attachments to it) is confidential and intended solely for the named person/s to whom it is addressed. If you are not an intended recipient, please notify us immediately and delete the email from your system. Any review, dissemination or other use of it in these circumstances is prohibited. --------------------------------------------------------------------- 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 </pre> Paul Simons 2013-06-10T15:10:48 http://comments.gmane.org/gmane.comp.otrs.user/38960 <pre>Hi ! after updating to version 3.2.5 the body field is no longer changeable. That means you can change it by drag it out. But you cannot change the width of the field. That´s unpractical for enter datas. Is this a bug or a feature in version 3.2.5 ;-) Best regards, Stefanie Krüger--------------------------------------------------------------------- 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</pre> S.Krueger< at >aswo.com 2013-06-10T12:41:09 http://comments.gmane.org/gmane.comp.otrs.user/38959 <pre>HI All, Dynamic Fields date and time created as Estimated Resolution Time . I am using SLA Escalation - first response time but not using Escalation - solution time. I want use "Estimated Resolution Time" (Dynamic Fields date and time ) as "Escalation - solution time". If any ticket reach Estimated Resolution Time means ticket solution time Escalated. Example: Ticket first response time : 30min Estimated Resolution Time" (Dynamic Fields date and time ): some date xx/xx/xxxx 60min How to use Dynamic Fields date and time as Escalation - solution time:????? Thank you, Regards, Kalyana chakravarthy M .P, --------------------------------------------------------------------- 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</pre> KalyanaChakravarthy MP 2013-06-10T11:46:17 http://comments.gmane.org/gmane.comp.otrs.user/38955 <pre>Two customers, customer a and b, belong to the same company. It appears that customer b could reply to customer a's ticket. How can't I restrict customer b's access to customer a's tickets to read only? Also, is there block a customer from changing ticket state (ie.. open, closed successful, closed unsuccessful) Thanks in advance --------------------------------------------------------------------- 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 </pre> Roman Gelfand 2013-06-07T21:31:20 http://comments.gmane.org/gmane.comp.otrs.user/38952 <pre> OK, it's pretty clear that I did something wrong in setting up the externalDB. I pretty much pasted the example from the admin guide into Config.pm and edited it. It's at least partially working because I can see the customers and create tickets for them. In addition to the weird thing that happens when creating tickets (which I posted about separately), I also get an error when I load customer.pl. I pasted it below. I must be overlooking something fundamental. Error: Need CustomerID!!! Comment: Traceback: ERROR: OTRS-CGI-10 Perl: 5.14.2 OS: linux Time: Fri Jun 7 14:28:22 2013 Message: Need CustomerID!!! Traceback (1654): Module: Kernel::Output::HTML::Layout::CustomerError (v1.381.2.10) Line: 3653 Module: Kernel::Modules::CustomerTicketOverview::Run (v1.4.2.1) Line: 68 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.63) Line: 998 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_customer_2epl::handler (unknown version) Line: 46 Module: (eval) (v1.44) Line: 204 Module: ModPerl::RegistryCooker::run (v1.44) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.44) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 --------------------------------------------------------------------- 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</pre> Adam Moffett 2013-06-07T18:36:43 http://comments.gmane.org/gmane.comp.otrs.user/38951 <pre>When I create a new ticket in OTRS (Tickets -&gt; New Phone Ticket) the form seems to have two different places to select a customer. One is an edit box labeled "From Customer:" where I can start typing a customer's name or email address and it starts showing me options I can pick from. The other is an HTML link titled "[customer]" next to a label that says "Options:". The link brings up a popup window where I can search for customers and click on one. If I use "From Customer" to choose the customer and then click "Submit", I get an alert that says "One or more errors occurred" and then red text under the customer entry that says "Please remove this entry and enter a new one with the correct value." If I add the same customer using the "Options: [customer]" link it works fine. One difference I see is the "From customer:" edit box seems to use the form '"name" &lt;email&gt;' whereas using "Options: [customer]" just puts in the email address only. I setup OTRS with an external backend, and it's quite possible I did something foolish. Just wondering if somebody already bumped into something like this and can point me towards a reason for this. --------------------------------------------------------------------- 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 </pre> Adam Moffett 2013-06-07T18:21:29 http://comments.gmane.org/gmane.comp.otrs.user/38943 <pre>Consider a company that uses otrs for it's helpdesk application for internal purposes. It's employees create trouble tickets. What would be a correct approach for this? Do I create a single customer and employees as customer users? If so, how do I prevent customer users from updating the other tickets? or Do I create a separate customer for each user? Thanks in advance --------------------------------------------------------------------- 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 </pre> Roman Gelfand 2013-06-06T22:24:47 http://comments.gmane.org/gmane.comp.otrs.user/38941 <pre>Hello, I have two otrs systems installed at my work for different departments. The customers to both are the same. I'd like use the same tables of customers to both systems. So, I have all required values at the database for the first system and I put at the file Config.pm on the second system the following values: $Self-&gt;{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::DB'; $Self-&gt;{'Customer::AuthModule::DB::Table'} = 'customer_user'; $Self-&gt;{'Customer::AuthModule::DB::CustomerKey'} = 'login'; $Self-&gt;{'Customer::AuthModule::DB::CustomerPassword'} = 'pw'; $Self-&gt;{'Customer::AuthModule::DB::DSN'} = "DBI:Oracle:sid=sid_DB_the_first_system;host=Host_DB_the_first_system;port=1521;"; $Self-&gt;{'Customer::AuthModule::DB::User'} = "DBUser_the_first_system"; $Self-&gt;{'Customer::AuthModule::DB::Password'} = "DBUserPassword_the_first_system"; It doesn't work! Can't I use external backend so? Any another idea to I don't need replicating the customers and I manage them on the same system? thanks, Jocielma Monteiro --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs</pre> Jocielma Rocha 2013-06-06T21:39:43 Search the mailing list at Gmane query http://search.gmane.org/?group=$group=gmane.comp.otrs.user