July 2008 - dev - OTRS mailing lists

Feature request: response template -> next ticket state
by Sascha.Rommelfangen＠ses-astra.com 17 Jan '11

17 Jan '11

Hi, I have a suggestion for OTRS, probably someone wants to implement this: When creating a response template (Admin Area -> Responses; AdminResponse.pm), it would be nice to have the possibility to define the next ticket state. For example: I have a 'CloseWithStateExplanation' template, and often people forget to change the next ticket state. The result is a nice explanation about the state ('closed'), but the state is of course still 'open'. Best regards, Sascha Rommelfangen

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PostMasterMailbox.pl hangs/complex RE
by Manfred Dohmen 25 Jul '08

25 Jul '08

I proposed a patch to MatchDBSource.pm last year in order to have the ability to use complex REs with multi line matching in postmaster filters, see: http://www.mail-archive.com/dev@otrs.org/msg01510.html We upgraded to OTRS 2.3 RC1 these days and noticed Problems with PostMasterMailbox.pl. The process hangs on random (spam) emails fetched from a mailbox. We straced the process and found that it hangs somewhere after fetching the postmaster filter rules from DB. The process obviously hangs forever. After the one hour PID timeout elapses another PostMasterMailbox.pl process is started starting over to fetch some mails again. Bar the support for complex REs I think this is quite bad. We had some rules like these in place: /^Ihre Nachricht\n\n\s*An:.*wurde gelesen am ?\n?\d\d\.\d\d\.\d\d\d\d ?\n?\d\d:\d\d\.[\n\s]*$/is /^[\n\s]*Ihre E-Mail an.*soeben[\n\s]*vom[\n\s]*Empfänger[\n\s]*geöffnet.[\n\s]*$/is With the referenced patch these rules worked in an _older_ OTRS version. After we removed these rules PostMasterMailbox.pl did not fail again until now. Greetings Manfred Dohmen _______________________________________________________________________ Jetzt neu! Schützen Sie Ihren PC mit McAfee und WEB.DE. 30 Tage kostenlos testen. http://www.pc-sicherheit.web.de/startseite/?mc=022220

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Last article instead of last customer article
by Manfred Dohmen 25 Jul '08

25 Jul '08

Our support staff unlocks tickets back to the queue before leisure-time. In many cases they appended notes to the tickets. For the views queue and zoom the function ArticleLastCustomerArticle is called and the corresponding article is shown. We patched our old OTRS version so that it had a function to show the very last article -- whatever the type is. It's quite annoying not to see a colleague's comments for our way of handling support tickets. Because the new RC1 doesn't have this feature neither I patched it in again. Simply add a function ArticleLastArticle to Article.pm as copy of the existing ArticleFirstArticle with this return: return $Self->ArticleGet( ArticleID => $Index[scalar(@Index)-1] ); ... and these two calls: ===Modules/AgentTicketZoom.pm (instead of the for-loop at "get last customer article")=== my %tmpArticle = $Self->{TicketObject}->ArticleLastArticle( TicketID => $Self->{TicketID} ); $ArticleID = $tmpArticle{ArticleID}; ===Modules/AgentTicketQueue.pm=== my %Article = $Self->{TicketObject}->ArticleLastArticle( TicketID => $TicketID ); I think a sysconfig option would be reasonlable here giving the admin the option to choose what article should be shown: 1st, last customer or last. Greetings Manfred Dohmen _______________________________________________________________________ EINE FÜR ALLE: die kostenlose WEB.DE-Plattform für Freunde und Deine Homepage mit eigenem Namen. Jetzt starten! http://unddu.de/?kid=kid@mf2

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Auto answer
by Alex 22 Jul '08

22 Jul '08

Hi, I already did it Problem in other case: I can not get auto answer from OTRS for my mail, but mails for users were without any problems. May be I forgot to turn on any option ? ---------- Hi Alex, try "Auto Responses <-> Queues" in the admin interfach. :) Greetings, -Martin

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Auto reply
by Alex 22 Jul '08

22 Jul '08

>: Hello, I mean not I send answer, but the system, after it get my message (the case when new ticket appeare) Alex ------- You wrote: Hello, I don't know if I understand You right, but before you can send an answer You must configure Responses <-> Queue in the admin interface. Greetings, Ren? ------------- Alex schrieb: > Dear sirs ! > could you send me instruction, how to turn on answer > for message, I tried all options but without any result > (system sending answer only inside) > > My OTRS ver 2.2.5 > > Alex

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OTRS auto reply
by Alex 18 Jul '08

18 Jul '08

Dear sirs ! could you send me instruction, how to turn on answer for message, I tried all options but without any result (system sending answer only inside) My OTRS ver 2.2.5 Alex

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#otrs on irc.freenode.net has one idle user, more are invited.
by John Teddy 16 Jul '08

16 Jul '08

So I looked around for an irc channel for otrs, and the only thing I could find was some wikimedia channel which uses otrs, but they don't like to talk about otrs, they only talk about wikimedia issues. So I decided to dedicate myself to months of idling in #otrs on irc.freenode.net with screen/ssh/irssi, everyone else is welcome to join me. Can talk about otrs end-user stuff, management, dev, whatever. I just thought it would be nice to have an irc channel as well, and not just mailing list. Some wikipedia developer has registered #otrs but freenode staff will allow re-registration if someone from otrs wants to contact them. Hope to see lurkers/others there. Cheers, John

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Size of textfield ArticleFreeText
by René Kleffel 15 Jul '08

15 Jul '08

Hello, I use a freetextfield in some articles. In the frontend, this field has only a size of 30. In the database I changed the size to mediumtext, but it would be great, if this little single-line field could be an multi-line field similar to the body of an article. Is this possible, could anyone help me with that? Thanks. Regards, René

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Otrs 2.2.6-01 and VirtualHost httpd 2.2.6
by Giuseppe GP. Perna 04 Jul '08

04 Jul '08

Hello, i have installed otrs on my centos whit rpm. Otrs work fine. I want to configure the virtualhost but does not work with this configuration: NameVirtualHost *:80 <VirtualHost *:80> ServerAdmin ... ......... </VirtualHost> <VirtualHost *:80> ServerAdmin ...... CustomLog logs .... </VirtualHost> <VirtualHost *:80> ServerName demo.otrs.it ServerAdmin mail(a)dominio.it DocumentRoot /opt/otrs ScriptAlias /cgi-bin /opt/otrs/bin/cgi-bin ErrorLog /etc/httpd/logs/log.local-error_log CustomLog /etc/httpd/logs/log.local-access_log common </VirtualHost> What mistake? thanks ________________________________ Giuseppe Perna System Engineering gperna(a)apsnet.it <mailto:gmennella@apsnet.it> aps srl napoli / roma / milano +39 081 741 12 08 tel +39 081 743 70 28 fax www.apsnet.it <http://www.apsnet.it/> ________________________________ Le informazioni contenute in questo messaggio e negli eventuali allegati sono riservate al destinatario. Persone diverse dallo stesso non sono autorizzate a leggere, copiare, modificare, diffondere il messaggio a terzi. Qualora il messaggio fosse stato ricevuto per errore vogliate cortesemente darcene notizia a mezzo telefax oppure e-mail e distruggere il messaggio ricevuto erroneamente. Ai sensi dell'Art. 13 del D. LGS 196/2003 vi informiamo che il vostro indirizzo di posta elettronica è nei nostri archivi in conseguenza di precedenti comunicazioni intercorse e che sarà da noi utilizzato nel rispetto della vostra volontà di ricevere o meno comunicazioni via posta elettronica dalla nostra società. Nel caso perciò desideraste che il vostro indirizzo di posta elettronica fosse rimosso dal nostro archivio, ovvero per l'esercizio dei diritti di cui all'Art. 7 del suddetto D.LGS.

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