[otrs] (Update) Customer -> New Ticket, filter queue based on ticket type

[n***@knowit.se]

Sorry for messing up the last mail, first time posting here... I create a
new post to clean up.

In create new ticket in the customer web, I have manage to remove the
queues from the list by leaving properties-match empty.

When choosing RfC as type, an associated queue should be presented in the
queue-list. However, the queue-list is still empty after type has been
selected. Hence, my second section ("ACL-show-change-queu-for-rfc") is not
working. I tried several ways, using Name and Type and nothing (e.g. Queue
=> ['Change Queue Several Nines']), nothing works.

Please advice how to configure so a specific queue is presented in the
queues drope-down list when the associated type has been selected.

This is how my ACL looks now.

$Self->{TicketAcl}->{'ACL-hide-queues'} = {
Properties => {
},
# hide the queues's for types
PossibleNot => {Ticket => { Queue =>
#['[RegExp]::','[RegExp]^*'] },
['[RegExp]^*'] },

},
};

$Self->{TicketAcl}->{'ACL-show-change-queu-for-rfc'} = {
Properties => {
# current ticket match properties
Ticket => { Name => ['RfC']},
},

Possible => { Ticket => {
Queue => ['Change Queue Several Nines']
},
},
};


Thanks in advance!

[Charles]

"

Sent: Saturday, June 04, 2011 8:52 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] [Spam] Re: Firefox does not remember otrs agent password
* Check password cache doesn't have multiple references...
Firefox doesn't fill the user name and password if you have multiple names
and passwords stored for a website (domain). If the user name field is not
empty then you may need to use the Delete key to clear the user name field
and then the Down key should open the drop down list.
* Doesn't seem to be an OTRS Issue...
This doesn't seem to be an OTRS problem. OTRS does not use javascript for
the user login& unless you've modified the site code the browser password
save feature works.
If I may suggest that you take a look at...
http://kb.mozillazine.org/Password_only_filled_after_entering_user_name
... if the above isn't helpful.
Last suggestion is to check with a Mozilla support group.
gl

Hello :-)

When otrs/index.pl is browsed with JavaScript disabled (using NoScript),
OTRS displays "In order to experience OTRS, you'll need to enable
JavaScript in your browser". On clicking in the Username box and typing
(or pressing down arrow), nothing is displayed.

Once JavaScript is enabled, typing displays characters. Typing the
initial letter of the username in Firefox's Saved Passwords list for the
site does not result in a drop down list of usernames beginning with
that letter as it does for sites that Firefox has multiple usernames for
(not surprising; I only have the one saved username for the OTRS server).

Firefox does username and password completion for all other sites that
it has them for.

Versions: OTRS 3.0.8, Firefox 3.6.17.

Best

Charles

[LQ Marshall]

http://kb.mozillazine.org/Password_only_filled_after_entering_user_name

Have you checked the mozilla website to see if any of the fixes listed address the problem? I was unaware of the javascript component.

Where it is likely possible to edit the OTRS login code to restore the password save feature, it seems that this is something that Mozilla should be addressing?

----- Original Message -----
From:Charles <***@catcons.co.uk>
To:***@otrs.org
Sent:6/8/2011 4:24
Subject:Re: [otrs] Firefox does not remember otrs agent password


"

Sent: Saturday, June 04, 2011 8:52 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] [Spam] Re: Firefox does not remember otrs agent password
* Check password cache doesn't have multiple references...
Firefox doesn't fill the user name and password if you have multiple names
and passwords stored for a website (domain). If the user name field is not
empty then you may need to use the Delete key to clear the user name field
and then the Down key should open the drop down list.
* Doesn't seem to be an OTRS Issue...
This doesn't seem to be an OTRS problem. OTRS does not use javascript for
the user login& unless you've modified the site code the browser password
save feature works.
If I may suggest that you take a look at...
http://kb.mozillazine.org/Password_only_filled_after_entering_user_name
... if the above isn't helpful.
Last suggestion is to check with a Mozilla support group.
gl

Hello :-)

When otrs/index.pl is browsed with JavaScript disabled (using NoScript),
OTRS displays "In order to experience OTRS, you'll need to enable
JavaScript in your browser". On clicking in the Username box and typing
(or pressing down arrow), nothing is displayed.

Once JavaScript is enabled, typing displays characters. Typing the
initial letter of the username in Firefox's Saved Passwords list for the
site does not result in a drop down list of usernames beginning with
that letter as it does for sites that Firefox has multiple usernames for
(not surprising; I only have the one saved username for the OTRS server).

Firefox does username and password completion for a

[Charles]

Date: Wed, 08 Jun 2011 10:45:21 -0400
Subject: Re: [otrs] Firefox does not remember otrs agent password
Content-Type: text/plain; charset=utf-8

http://kb.mozillazine.org/Password_only_filled_after_entering_user_name

Have you checked the mozilla website to see if any of the fixes listed address the problem? I was unaware of the javascript component.
Where it is likely possible to edit the OTRS login code to restore the password save feature, it seems that this is something that Mozilla should be addressing?

Hello :-)

Yes -- I checked that.

BTW I found one more site that Firefox does not complete the
username/password for. In this case it doesn't offer to remember it,
either. The site is http://my.pogoplug.com/pickup/<UID> where I cannot
give the UID because it is personal. That site uses JavaScript too.

IDK enough about this issue to know if it is an OTRS issue, a Firefox
issue or an OTRS-Firefox interaction issue.

Best

Charles

[J***@bertelsmann.de]

Hi,

I suspect it to be a bug by design:
The input fields of the OTRS login (Username and Password) have the
readonly-tag by default; a JavaScript disables this later. I think this is
to avoid someone entering the ticket system without JavaScript being turned
on.
Firefox obviously ignores input fields with "readonly" set for auto fill,
and does not interpret the JavaScript-changed code.

Maybe it would be easier to put an overlay-div atop of the login-form, and
set that one to display:none with JavaScript?!

Indeed if I tamper with the code and remove that "readonly="readonly" from
Login.dtl, auto fill works ...

Cheers
Jan Dreyer

-----Original Message-----
From: otrs-***@otrs.org [mailto:otrs-***@otrs.org] On Behalf Of
Charles
Sent: Thursday, June 09, 2011 2:40 PM
To: ***@otrs.org
Subject: Re: [otrs] Firefox does not remember otrs agent password

Date: Wed, 08 Jun 2011 10:45:21 -0400
Subject: Re: [otrs] Firefox does not remember otrs agent password
Content-Type: text/plain; charset=utf-8

http://kb.mozillazine.org/Password_only_filled_after_entering_user_
name

Have you checked the mozilla website to see if any of the fixes listed

address the problem? I was unaware of the javascript component.

Where it is likely possible to edit the OTRS login code to restore the

password save feature, it seems that this is something that Mozilla should
be addressing?
Hello :-)

Yes -- I checked that.

BTW I found one more site that Firefox does not complete the
username/password for. In this case it doesn't offer to remember it,
either. The site is http://my.pogoplug.com/pickup/<UID> where I cannot give
the UID because it is personal. That site uses JavaScript too.

IDK enough about this issue to know if it is an OTRS issue, a Firefox issue
or an OTRS-Firefox interaction issue.

Best

Charles
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[Michiel Beijen]

Hi Jan, I guess it would be enough to just disable the login button, right?

--
Mike

Post by J***@bertelsmann.de
Hi,
The input fields of the OTRS login (Username and Password) have the
readonly-tag by default; a JavaScript disables this later. I think this is
to avoid someone entering the ticket system without JavaScript being turned
on.
Firefox obviously ignores input fields with "readonly" set for auto fill,
and does not interpret the JavaScript-changed code.
Maybe it would be easier to put an overlay-div atop of the login-form, and
set that one to display:none with JavaScript?!
Indeed if I tamper with the code and remove that "readonly="readonly" from
Login.dtl, auto fill works ...
Cheers
Jan Dreyer
-----Original Message-----
Charles
Sent: Thursday, June 09, 2011 2:40 PM
Subject: Re: [otrs] Firefox does not remember otrs agent password

Date: Wed, 08 Jun 2011 10:45:21 -0400
Subject: Re: [otrs] Firefox does not remember otrs agent password
Content-Type: text/plain; charset=utf-8

http://kb.mozillazine.org/Password_only_filled_after_entering_user_
name

Have you checked the mozilla website to see if any of the fixes listed

address the problem? I was unaware of the javascript component.

Where it is likely possible to edit the OTRS login code to restore the

password save feature, it seems that this is something that Mozilla should
be addressing?
Hello :-)
Yes -- I checked that.
BTW I found one more site that Firefox does not complete the
username/password for.  In this case it doesn't offer to remember it,
either.  The site is http://my.pogoplug.com/pickup/<UID> where I cannot give
the UID because it is personal.  That site uses JavaScript too.
IDK enough about this issue to know if it is an OTRS issue, a Firefox issue
or an OTRS-Firefox interaction issue.
Best
Charles
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[J***@bertelsmann.de]

Hi Mike,

I'm not sure how some browsers will interpret pressing return after doing some
input in the username or password field. It may be that submits, too. That's
why I supposed an overlay-div.

Cheers
Jan Dreyer


-----Original Message-----
From: otrs-***@otrs.org [mailto:otrs-***@otrs.org] On Behalf Of
Michiel Beijen
Sent: Friday, June 10, 2011 2:59 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Firefox does not remember otrs agent password

Hi Jan, I guess it would be enough to just disable the login button, right?

--
Mike

Post by J***@bertelsmann.de
Hi,
The input fields of the OTRS login (Username and Password) have the
readonly-tag by default; a JavaScript disables this later. I think
this is to avoid someone entering the ticket system without JavaScript
being turned on.
Firefox obviously ignores input fields with "readonly" set for auto
fill, and does not interpret the JavaScript-changed code.
Maybe it would be easier to put an overlay-div atop of the login-form,
and set that one to display:none with JavaScript?!
Indeed if I tamper with the code and remove that "readonly="readonly"
from Login.dtl, auto fill works ...
Cheers
Jan Dreyer
-----Original Message-----
Of Charles
Sent: Thursday, June 09, 2011 2:40 PM
Subject: Re: [otrs] Firefox does not remember otrs agent password

Date: Wed, 08 Jun 2011 10:45:21 -0400
Subject: Re: [otrs] Firefox does not remember otrs agent password
Content-Type: text/plain; charset=utf-8

http://kb.mozillazine.org/Password_only_filled_after_entering_user
_
name

Have you checked the mozilla website to see if any of the fixes listed

address the problem? I was unaware of the javascript component.

Where it is likely possible to edit the OTRS login code to restore the

password save feature, it seems that this is something that Mozilla
should be addressing?
Hello :-)
Yes -- I checked that.
BTW I found one more site that Firefox does not complete the
username/password for. In this case it doesn't offer to remember it,
either. The site is http://my.pogoplug.com/pickup/<UID> where I
cannot give the UID because it is personal. That site uses JavaScript too.
IDK enough about this issue to know if it is an OTRS issue, a Firefox
issue or an OTRS-Firefox interaction issue.
Best
Charles
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[Charles]

Hello :-)

We are not using the Customers facility. Is it possible to suppress
display of the CUSTOMERS button to give a cleaner interface for our agents?

Best

Charles

[Roy Kaldung]

Post by Charles
Hello :-)
We are not using the Customers facility. Is it possible to suppress display of the CUSTOMERS button to give a cleaner interface for our agents?

Check out the agent's group permissions to the customer frontend module

Regards,
Roy

[Charles]

Date: Sun, 19 Jun 2011 20:35:22 +0200
Subject: Re: [otrs] Is it possible to hide the CUSTOMERS button?
Content-Type: text/plain; charset=us-ascii

Hello:-)
We are not using the Customers facility. Is it possible to suppress display of the CUSTOMERS button to give a cleaner interface for our agents?

Check out the agent's group permissions to the customer frontend module
Regards,
Roy
-- Roy Kaldung

Thanks Roy :-)

That was a good clue. It turns out on an as-installed system, the
CUSTOMERS button is displayed for users with a RW relation with the
admin or users groups.

That doesn't jive with the helpful text for RW: "Full read and write
access to the tickets in this group/queue".

The configuration that effects the observed behaviour is found on
otrs/index.pl?Action=AdminSysConfig;Subaction=Edit;SysConfigSubGroup=Frontend::Admin::ModuleRegistration;SysConfigGroup=Framework;#


On that page, Frontend::Module###AdminCustomerUser has:

Groups: admin and user.
Groups ro: empty.

Incidentally, on the same page, NavBar -> Name is the value used to
generate the CUSTOMERS string; this allows organisations that do not
have customers (for example clients or members) to change the string to
suit.

Best

Charles

[Charles]

Hello :-)

I've just posted a script and associated SQL to import data from an
Outlook contacts format CSV file into an OTRS 3.0.8 Address Book as an
entry in my blog at Linux Questions.

The format was chosen because many email programs can export contacts in
Outlook CSV format; the test file was generated by Google Mail.

The link is (sorry about any wrapping):
http://www.linuxquestions.org/questions/blog/catkin-444761/otrs-importing-an-outlook-contacts-format-csv-to-the-address-book-3917/

I'm very new to OTRS so may not have done this the best way; comments
and suggestions are invited. In particular the method may have created
a large number of OTRS Customer logons as a side effect of populating
the Address Book; if so, it would be great to learn a) how not to do so
or, if that is not possible, how to disable them.

Best

Charles

[Charles]

Hello :-)

Sometimes tickets are initiated by a personal visit to our offices or in
a meeting. The TICKETS drop down list includes "New email ticket" and
New phone ticket". Can we extend the list?

Best

Charles

[Gerald Young]

:) I'm all about removing the choice myself. :) Using a phone ticket should
be adequate for this purpose, don't you think?

Post by Charles
Hello :-)
Sometimes tickets are initiated by a personal visit to our offices or in a
meeting. The TICKETS drop down list includes "New email ticket" and New
phone ticket". Can we extend the list?
Best
Charles
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[Robert Woodworth]

If someone walks up to me with something that needs a ticket, its almost
indistinguishable from a phone call, so Id vote

for using the new phone call when someone tags me in a meeting, a hall,
breakroom or corners me in my cube (grin)



From: otrs-***@otrs.org [mailto:otrs-***@otrs.org] On Behalf Of
Gerald Young
Sent: Friday, July 01, 2011 7:05 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] New tickets -- only email or phone?



:) I'm all about removing the choice myself. :) Using a phone ticket should
be adequate for this purpose, don't you think?

On Fri, Jul 1, 2011 at 9:31 AM, Charles <***@catcons.co.uk> wrote:

Hello :-)

Sometimes tickets are initiated by a personal visit to our offices or in a
meeting. The TICKETS drop down list includes "New email ticket" and New
phone ticket". Can we extend the list?

Best

Charles
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[Rory]

I agree that the phone ticket option is the most appropriate of what's
there.

Though I would prefer more options in this regard. I think a single 'new
ticket' option that opens the ticket input form. Within that form there
would then be a drop down for source that could be populated with user
specific items which are added through the configuration.
While by no means essential I wouldn't mind knowing how most people prefer
to approach my IT team (a small 2 person outfit).

Rory

Post by Robert Woodworth
If someone walks up to me with something that needs a ticket, its almost
indistinguishable from a phone call, so Id vote ****
for using the new phone call when someone tags me in a meeting, a hall,
breakroom or corners me in my cube (grin)****
** **
*Gerald Young
*Sent:* Friday, July 01, 2011 7:05 AM
*To:* User questions and discussions about OTRS.
*Subject:* Re: [otrs] New tickets -- only email or phone?****
** **
:) I'm all about removing the choice myself. :) Using a phone ticket should
be adequate for this purpose, don't you think?****
Hello :-)
Sometimes tickets are initiated by a personal visit to our offices or in a
meeting. The TICKETS drop down list includes "New email ticket" and New
phone ticket". Can we extend the list?
Best
Charles
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** **
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[Charles]

Hello :-)

Is it possible to configure OTRS so it is optional whether to create a
note-internal on changing the ticket owner (or to make the
note-internal's content optional)?

This is seen, for example, in TICKETS -> Queue view -> open previously
untouched ticket -> Owner

OTRS version: 3.0.9

Best

Charles

[Grzella, Mark]

Hey Charles,

why would you like to change the owner without leaving a note for the new owner?

Manual owner changes should not be done without a comment in my opinion.

Depending on what you are aiming for it could be an option to consider doing an owner change via generic agent instead (which does not need to leave a comment so).


mit freundlichen Grüßen

Studienkreis GmbH
Mark Grzella
Junior IT-Projektleiter

Universitätsstraße 104, 44799 Bochum
Tel.: [phone] - 404
***@studienkreis.de
www.studienkreis.de

AG Bochum HRB 4581
Geschäftsführer:
Franz Dahlmanns
Bernd Kreissig (Sprecher)
Bastian Schmidt-Faber

-----Ursprüngliche Nachricht-----
Von: otrs-***@otrs.org [mailto:otrs-***@otrs.org] Im Auftrag von Charles
Gesendet: Dienstag, 19. Juli 2011 16:59
An: ***@otrs.org
Betreff: [otrs] Change owner: make note-internal content optional?

Hello :-)

Is it possible to configure OTRS so it is optional whether to create a
note-internal on changing the ticket owner (or to make the
note-internal's content optional)?

This is seen, for example, in TICKETS -> Queue view -> open previously
untouched ticket -> Owner

OTRS version: 3.0.9

Best

Charles
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[Michiel Beijen]

You could modify the FreeText mask to contain the owner, in that case
you'd be able to change the owner without leaving a note.

I sometimes do this on customers systems and rename the FreeText mask
to 'classification', handy for classifying new tickets.

--
Mike

Post by Grzella, Mark
Hey Charles,
why would you like to change the owner without leaving a note for the new owner?
Manual owner changes should not be done without a comment in my opinion.
Depending on what you are aiming for it could be an option to consider doing an owner change via generic agent instead (which does not need to leave a comment so).
mit freundlichen Grüßen
Studienkreis GmbH
Mark Grzella
Junior IT-Projektleiter
Universitätsstraße 104, 44799 Bochum
Tel.: [phone] - 404
www.studienkreis.de
AG Bochum HRB 4581
Franz Dahlmanns
Bernd Kreissig (Sprecher)
Bastian Schmidt-Faber
-----Ursprüngliche Nachricht-----
Gesendet: Dienstag, 19. Juli 2011 16:59
Betreff: [otrs] Change owner: make note-internal content optional?
Hello :-)
Is it possible to configure OTRS so it is optional whether to create a
note-internal on changing the ticket owner (or to make the
note-internal's content optional)?
This is seen, for example, in TICKETS -> Queue view -> open previously
untouched ticket -> Owner
OTRS version: 3.0.9
Best
Charles
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[Charles]

Subject: Re: [otrs] Change owner: make note-internal content optional?
Content-Type: text/plain; charset="iso-8859-1"
Hey Charles,
why would you like to change the owner without leaving a note for the new owner?
Manual owner changes should not be done without a comment in my opinion.
Depending on what you are aiming for it could be an option to consider doing an owner change via generic agent instead (which does not need to leave a comment so).
mit freundlichen Gr??en
Studienkreis GmbH
Mark Grzella
Junior IT-Projektleiter

Thanks Mark :-)

We have just started using OTRS so questions about the way we are using
it are especially welcome.

Our small organisation is non-hierarchical and non-authoritarian; it
operates very personally. Although we loosely work in teams, the
majority of tickets are obviously for a specific person/agent. The
usual business model of having a queue for each team and leaving it to
members of each team to take ownership of tickets from the team queue
does not fit well with our way of working.

Agents working as dispatchers, moving tickets from the Raw queue,
typically assign a ticket to a specific agent; the receiving agent knows
why that ticket has been assigned to them. Thus, as we understand how
to use OTRS to suit our way of working, the "manual change owner
note-internal" doesn't add any value and our dispatchers would prefer
not to have to complete it.

AIUI, the wide variety of tickets does not permit automated owner changes.

Best

Charles

[Grzella, Mark]

Thought about using the responsible feature than instead of changing the owner ?

Can´t judge if it suits your needs, but I would give it a try auto setting tickets in raw queue to a global (team) user, for each different team and moving them to the proper teams queue. Afterwards just set a ticket responsible instead of an owner.

This way around you could set up the teams general user to a mailgroup where every involved team agent would also get note about what´s going on.

But as said... just an idea :)


mit freundlichen Grüßen

Studienkreis GmbH
Mark Grzella
Junior IT-Projektleiter

Universitätsstraße 104, 44799 Bochum
Tel.: [phone] - 404
***@studienkreis.de
www.studienkreis.de

AG Bochum HRB 4581
Geschäftsführer:
Franz Dahlmanns
Bernd Kreissig (Sprecher)
Bastian Schmidt-Faber

-----Ursprüngliche Nachricht-----
Von: otrs-***@otrs.org [mailto:otrs-***@otrs.org] Im Auftrag von Charles
Gesendet: Mittwoch, 20. Juli 2011 15:49
An: ***@otrs.org
Betreff: Re: [otrs] Change owner: make note-internal content optional?

Subject: Re: [otrs] Change owner: make note-internal content optional?
Content-Type: text/plain; charset="iso-8859-1"
Hey Charles,
why would you like to change the owner without leaving a note for the new owner?
Manual owner changes should not be done without a comment in my opinion.
Depending on what you are aiming for it could be an option to consider doing an owner change via generic agent instead (which does not need to leave a comment so).
mit freundlichen Gr??en
Studienkreis GmbH
Mark Grzella
Junior IT-Projektleiter

Thanks Mark :-)

We have just started using OTRS so questions about the way we are using
it are especially welcome.

Our small organisation is non-hierarchical and non-authoritarian; it
operates very personally. Although we loosely work in teams, the
majority of tickets are obviously for a specific person/agent. The
usual business model of having a queue for each team and leaving it to
members of each team to take ownership of tickets from the team queue
does not fit well with our way of working.

Agents working as dispatchers, moving tickets from the Raw queue,
typically assign a ticket to a specific agent; the receiving agent knows
why that ticket has been assigned to them. Thus, as we understand how
to use OTRS to suit our way of working, the "manual change owner
note-internal" doesn't add any value and our dispatchers would prefer
not to have to complete it.

AIUI, the wide variety of tickets does not permit automated owner changes.

Best

Charles
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