Re: [otrs] Permission denied errors on index.pl in admin section

Hi Jefferson, This is unlikely but, by any chance are you accessing the OTRS site through a proxy? If so, do you have the option of bypassing the proxy? It certainly seems like the user that runs the webserver is having permission problems. Are you running a Windows or Linux version? What type of

[otrs] Moving a closed ticket does not fire move notifications

Hi all. In OTRS version 2.4.7, when moving a Closed Ticket into a queue changing its status to Open, OTRS does not send any notification to the Users that put "Yes" in "Move Notification" preferences. As we can see through the History, OTRS first moves the ticket while still Closed, and the

Re: [otrs] Moving a closed ticket does not fire move notifications

Hi Davide, On Wed, Jun 1, 2011 at 11:21, Davide Manzi wrote: > In OTRS version 2.4.7, when moving a Closed Ticket into a queue changing its > status to Open, OTRS does not send any notification to the Users that put > “Yes” in “Move Notification” preferences. See this bug report: http://bugs.o

[otrs] Restrict agent to only see one customer

Hi All, Is there a way to set some of the agents to only see and be able to log calls for a particular customer. We have few people in the company that only deal with one customer. We don't want them to see details of other customers and we don't want them to be able to log calls for any other cu

[otrs] 3.0.8 SetPermissions.pl: ownerships/permissions problem after running

Hello :-) After using 3.0.7's UPGRADING instructions to upgrade from 3.0.7 to 3.0.8 (from otrs-3.0.8.tar.gz), the OTRS logon page displayed "the browser you are using is too old".  /var/log/apache2/error.log pointed to an OTRS permissions probl

Re: [otrs] Restrict agent to only see one customer

Hello, here we have a group for each queue and each agent we want to allow giving support on that queue, we configure it to be part of that group. Also, each queue corresponds to a system at a customer. This suit us because we just use web tickets (when you say "log calls" I am understanding y

[otrs] OTRS and Mysql performance

Hi, we have two OTRS instances on one server, nothing else is running there. There are some mysql statistics though, that make me worry: . Slow_queries: 96 . Innodb_buffer_pool_reads: 12 . Handler_read_rnd: 9,198 k . Handler_read_rnd_next: 710 M . C

[otrs] 3.0.8 SetPermissions.pl: ownerships/permissions problem after running

Hello :-) Sorry -- I accidentally sent the earlier mail as HTML so am resending in plain text. After using 3.0.7's UPGRADING instructions to upgrade from 3.0.7 to 3.0.8 (fromotrs-3.0.8.tar.gz), the OTRS logon page displayed "the browser you are using is too old". /var/log/apache2/error.log

Re: [otrs] Restrict agent to only see one customer

Mauricio, Yes, we are using phone tickets so I don't think this will work for us. We could possibly try that in worst case so thanks anyway. Anybody else was trying something similar? -- Kind Regards, Robert 2011/6/1 Maurício Ramos > Hello, here we have a group for each queue and each agent

Re: [otrs] OTRS and Mysql performance

Hi Jan, Have you checked the recommendations in the Support Module? Apart from that, the so called "Full text searches" -- which are not using FTS indexes in MySQL, as you might expect -- are known to generate heavy requests. I have a proposal of creating an article search backend that uses MySQL

Re: [otrs] Restrict agent to only see one customer

Hi Robert: Please see this OTRS Feature Add On: http://www.otrs.com/solutions/subscriptions/feature-add-ons/descriptions/#RestrictAccesstoCustomerBackEnds Thanks! -- Mike On Wed, Jun 1, 2011 at 14:42, Robert Poreba wrote: > Mauricio, > > Yes, we are using phone tickets so I don't think this wi

Re: [otrs] OTRS and Mysql performance

Hi Jan, I used the following to improve the performance of our MySQL dramatically: http://mysqltuner.com/mysqltuner.pl Some of the SQL in OTRS could probably be better, but the script did a lot to help. You need to make changes, then let the system run a couple of days, then run the script aga

[otrs] Restrict agent to only see one customer

The correct way as I know it is to have one group (with one queue) for each company. You then assign the agent to that group. In case you register the customers you will then assign both the agent and the customer-users to the same group. Isn't this sufficient? ---

Re: [otrs] Restrict agent to only see one customer

Mauricio, Yes, this would work. However we haven't got OTRS subscription at the moment so this add-on is not be available for us. -- Regards, Robert On Wed, Jun 1, 2011 at 1:46 PM, Michiel Beijen wrote: > Hi Robert: > > Please see this OTRS Feature Add On: > http://www.otrs.com/solutions/subs

Re: [otrs] Restrict agent to only see one customer

Sorry, I meant Michiel On Wed, Jun 1, 2011 at 2:35 PM, Robert Poreba wrote: > > Mauricio, > > Yes, this would work. > However we haven't got OTRS subscription at the moment so this add-on is > not be available for us. > > -- > Regards, > Robert > > On Wed, Jun 1, 2011 at 1:46 PM, Michiel Beijen

Re: [otrs] Permission denied errors on index.pl in admin section

ANYONE - Original Message - From: "Jefferson Davis" To: "User questions and discussions about OTRS." Sent: Tuesday, May 31, 2011 9:27:19 AM Subject: Re: [otrs] Permission denied errors on index.pl in admin section BUMP - Original Message - From: "Jefferson Davis" T

Re: [otrs] Restrict agent to only see one customer

Hi Niklas, I've just tried that. However even though the agent is the member of only this one group, he can still log tickets for all the customers in the database (both those that are in the group and those that are not in it). -- Kind Regards, Robert On Wed, Jun 1, 2011 at 2:13 PM, wrote:

Re: [otrs] Permission denied errors on index.pl in admin section

On 01.06.2011, at 19:53, Jefferson Davis wrote: > You don't have permission to access /otrs/index.pl on this server This seems to be a webserver issue, isn’t it? Cheers, Nils -- Nils Leideck http://webint.cryptonode.de / a Fractal project -