October 2002 - otrs - OTRS mailing lists

beta 8 administration panel
by Detlef Kocks 29 Oct '02

29 Oct '02

Hi, if i don't need e.g. the "misc"-queue and want to delete it, is it right that i have to delete the mysql-record? I did not found any possibility to delete several standards (e. g. queue, auto-answer etc.). Is there any other way, beside to edit the values, for deletion? Or a hidden button "delete" i not found? Thanks in advance and best regards Detlef Kocks

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Apache 2.0.x?
by Stefan Wintermeyer 29 Oct '02

29 Oct '02

Hi, does anybody use OTRS with Apache 2.0.x? Did you have any problems (e.g. with Perl or mod_perl)? take care Stefan -- Stefan Wintermeyer I wish we hadn't had to do this. (McCoy) "Star Trek"

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OpenTicketView idea
by Bastian Hoyer 28 Oct '02

28 Oct '02

Hi all, The OpenTicketView is really a cool thing, but it would be even better if Tickets with new messages (customer responses) would be marked with an red exclamation mark or highlighted in an other way in the list. Bastian

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text wrap.
by Diane Shieh 28 Oct '02

28 Oct '02

Hello, Is there any way that I can set the text of an outgoing email to be 72 characters across instead of text-wrapping? The emails end up looking "unattractive" on PINE and other email clients =( I would really appreciate any solutions or assistance =) =Diane

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some suggestions
by Volker Voßkämper 28 Oct '02

28 Oct '02

First my congratulations to the progammers of this tool. I'm happy that I can use it now! OTRS is nice for managing incomming e-mails but support is often done via telephone. For telephone support the most important thing (at least for me) is managing contacts. So I miss the following features: - Forms for managing customers and their contact persons (two tables) - field for foraign system customerID for referencing with billingsystem - In PhoneView: - search for contact name and automatic fill for the fields e-mail and customer ID - optional new ticket with only a name (if contact has no e-mail - yes, this ist real) - Quick insert of new customer and contact if name is not found - Filter for open (and closed) )tickets by customerID, Name or contact name (for fast editing an existing call when contact person did not know his ticket#) - on incomming mail automatical fill contact name and customerID if e-mail address match with contact in contact table - change of the From field on existing ticket if ticket is generated via PhoneView (to correct errors) - flag for billing in each step of a ticket (you can't make an invoice for all things you do) - separat statistics for work and possible billing grouped by customer and contact with list of ticket# - view cusomer name in queue view Generally I miss: - send answers with attachment I hope I'm not alone with this wishes and may find some of this in feature releases. regards Volker

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Let's start from the beginning
by Chris Day 28 Oct '02

28 Oct '02

Ok, let me first say I WANT OTRS! This is the best thing since sliced bread (really!) when it comes to online CRMs (especially FREE ones!). I'm still kinda figuring out the capabilities of my hosted service. I'm hoping that OTRS will run in our environment. Webserver: Apache 1.3.26 (Unix) Operating System: FreeBSD 3.4-RELEASE Complier: GCC 2.7.2.3 Database: MySQL 3.23.32-log Perl 5.00503 PHP 4.2.2 PHP3 3.0.18 Sendmail 8.9.3 I also found out that I'm allowed one cron task, which will run at 3am every night and must be called crontask.cgi. What that means, I don't know, but I found it out anyway. I also do NOT have telnet or shell access. I use FTP for file managing, a PHP admin script for managing databases, and a text editor as well as using FrontPage for the site management, etc. So, that gets me stuck on step one (create user) of the installation (haha). shell> useradd -d /opt/OpenTRS/ otrs shell> cd /opt/ shell> tar -xzvf otrs-xxxx-xx.tar.gz shell> chown -r /opt/OpenTRS/* otrs Ok I understand that if I had the access, I'd pass those commands to the server. But can someone explain what exactly that does so that I can figure out the equivelant to getting it done. Is this setting up a mailbox? So I just need to create a otrs(a)heartlevelministries.org? Or if I want it to be info(a)heartlevelministries.org, is that gonna affect any files that maybe looking for "otrs"? Also, file structure - cgi files are enabled only in /cgi-bin. So I'm assuming I should extract the entire tar file into the /cgi-bin folder. It's the only place where scripts, etc. can be executed. Should that cause any problems with the program? I noticed that you have "/opt/OpenTRS" but for me I think it would need to be "/cgi-bin/OpenTRS" and what affect will that have? Note: Since I don't have telnet/shell access, I used WinZip to extract the files into a temp folder and then FTP'd them to their places. The bug was that when it aborts the extract because there is an "install" folder and an "INSTALL" file. Just thought you'd like to know. The only way around it is to extract everything except the INSTALL file since that's just a readme anyway. I did manage to setup the database just fine and completed the initial insert, but I TOTALLY get lost with the webserver steps. What exactly needs to be done (in non-programmer language). I am on a hosted server and can't modify the actual server itself. But I can set up user access to certain directories with an .htaccess file. Is this the same thing, and what would I need to do? Ok, I think that's enough questions for now, but there are plenty more to come :) If anyone is up for the challenge and wanted to help over AIM, I'd greatly appreciate your time. We're a non-profit receiving a LOT of emails and really need this system to be more efficient. Best Regards, Chris Day

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Incorrect MD5 checksums
by Andreas Haase 28 Oct '02

28 Oct '02

Hello, I just downloaded the new archives of beta8 and run md5sum to check, whether the files are intact, but I saw, that they have different checksums than in the announce mail. Could you please send the correct checksums to the mailing list or publish them on the homepage? Tnx and bye, Andreas -- --------------- professional INTERNET services -------------- EastLink GmbH - Augustusburger Strasse 1 - D-09111 Chemnitz voice: +49-180-5432060 fax: +49-371-4320626 www.eastlink.de

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Re: [otrs] Localizations problems. End.
by Vladimir Gerdjikov 28 Oct '02

28 Oct '02

Hi, I found my error. There is missing ' in one line in Bulgarian.pm. Sorry for trouble - I apologyze! :) Best regards, Vladimir Gerdjikov, Communication and NOS Manager, HebrosBank Head Office, +359 32/903435, +359 88 578 458 mailto:vladimir.gerdjikov@hebros.bg ----------------------------------------------------------------

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Localizations problems
by Vladimir Gerdjikov 28 Oct '02

28 Oct '02

Hi all, I just finished translation of Bulgarian.pm, but there is some problems when I try implement this new language. Here is output in error log: ...... [OpenTRS-CGI-8770][Error][1:Kernel::Output::HTML::Generic::new][Line:112] [OpenTRS-CGI-8770][Error][0:Kernel::Language::new][Line:68] Sorry, can't locate Kernel::Language::Bulgarian translation! ...... I've done everything in docs (and email, 10x Stefan) 1. create new file Bulgarian.pm (copy Bavarian.pm); 2. replace Bavarian statements and world - translate English; 3. change language package name (to Bulgarian.pm, of course); 4. add new language in Language.pm (add row bellow Bavarian); 5. add the new language translation in admin area; .. 6. send problems to otrs(a)otrs.org :)) Help needed! Best regards, Vladimir Gerdjikov, Communication and NOS Manager, HebrosBank Head Office, +359 32/903435, +359 88 578 458 mailto:vladimir.gerdjikov@hebros.bg ----------------------------------------------------------------

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config files
by Bastian Hoyer 25 Oct '02

25 Oct '02

hmm.. what about splitting config file into template and then what the user actually wants... that makes cvs updates easier i think. i mean there would be a config.pm with all the stuff in it and then an config.user.pm which is loaded after config.pm where you just copy&paste the values you want to change from the default. so you can always easy see what you changed from default values. bastian

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