December 2002 - otrs - OTRS mailing lists

Redhat & otrs
by Hans Scheffers 18 Dec '02

18 Dec '02

Hi, when I get mail to otrs, it is put into /var/spool/mail/otrs

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Autoreplays
by Diego Fernandez 18 Dec '02

18 Dec '02

Hi Martin, I can receive receive requests by two ways, by phone registering it in phoneview, and by via web, can't I? Can I have two diferent autoreplays, one for phone calls and another for the web requests? Because I create two diferents messages but I can just assign only one for auto replay. And what is the difference between "auto reply/new ticket" and "auto replay"? Area: Postmaster Change "auto reply" settings: |---------------------------| | ( ) none | | ( ) default reply | | (*) respuesta por defecto | |---------------------------| Change "auto reject" settings: |--------------------| | ( ) none | | (*) default reject | |--------------------| Change "auto follow up" settings: |-----------------------| | (*) none | | ( ) default follow up | |-----------------------| Change "auto reply/new ticket" settings: |----------------------------------| | ( ) none | | (*) Registro de llamada | | ( ) default closed -> new ticket | |----------------------------------| Change "auto remove" settings: |--------------------| | (*) none | | ( ) default remove | |--------------------| Thanks, Diego.

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Sending to the Customer e-mail his Phone Call registered by the Agent
by Diego Fernandez 16 Dec '02

16 Dec '02

Hi, I noticed the OTRS doesn't send a copy to the customer email of the New Ticket opened by a customer phone call. It is very important for us that OTRS were able to do that in order to have the customer informed of the registrations made by the system. If this feature exist, I didn't find it. If not, please include it. Thanks, Diego.

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Customer.pl - Ticket limit problem
by Diego Fernandez 16 Dec '02

16 Dec '02

Hi, I found a problem at Customer.pl When I reduce to 5 the Ticket limit, and there are 10 tickets, the system don't show me a link to view the folowing 5 tickets. Can you solve it, please! Thanks, Diego.

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Is the ticket answered? Successfull Closed?
by Diego Fernandez 16 Dec '02

16 Dec '02

Hi, In the page "Compose answer for ticket:" I want to know in which cases do you use the options "yes" and "no" here: "Is the ticket answered" (Yes/No) and in which cases do yo use the options "Successful Closed" and "Unsuccessful Closed" here: "Next Ticket State" Thanks. Diego

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Customer - frontend date
by Diego Fernandez 16 Dec '02

16 Dec '02

Hi, Where do you define the date you show in the frontend. I want to translate it, or modify its format. Regards, Diego.

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auto-reply
by Jon Conkle 13 Dec '02

13 Dec '02

the way i have it set up, there are only two email addresses in OTRS - the default otrs@localhost, and the one i added - rma(a)cctvwholesalers.com I set the default otrs@localhost to be invalid, so the only option would be the rma@ one. I also set this email to be the default 'auto-response from'. However, every time i test this out (test user creates ticket), the auto response always shows OTRS System (otrs@localhost) in the From: header instead of the rma@. What am I missing here? -- Jon Conkle

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Ticket Number
by Diego Fernandez 13 Dec '02

13 Dec '02

Hi, I made up a new type of ticket number, it is composed this way: year.month.day.Counter The Counter must reset to zero every midnight, so I added a cron to the crontab. But my problem is: What happend if someone store a new ticket at 23:59:59 of 11/12/02 and it takes to form the ticket number this date. The cron runs at 00 of 12/12/02. and the Counter is taken after the cron changes it to 0 then i'll have the ticket number 20021211001, and not the last ticket of 20021211. Its a litle confused. There is a critical region between the program takes the date until the program takes the counter. So the file where the Counter is saved, must be blocked inside that critical region. And the cron, must retry if the file is blocked. Here are the files I create /opt/OpenTRS/var/log/cero.log with 0 I create /opt/OpenTRS/var/cron/reset/reset_ticket_counter (look botom of this mail) #crontab -e -u otrs :1000 #to go to the end of th file. :r /opt/OpenTRS/var/cron/reset/reset_ticket_counter :wq # -- # Ticket/Number/DateCounter.pm - a date ticket number generator # Copyright (C) 2002 Diego Fernandez <dfernandez(a)openware.biz> # -- # $Id: DateCounter.pm,v 1.1 2002/12/12 10:41:24 diego Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (GPL). If you # did not receive this file, see http://www.gnu.org/licenses/gpl.txt. # -- # Note: # available objects are: ConfigObject, LogObject and DBObject # # Generates ticket numbers like yyyymmddss.... (e. g. 200206231010138) # -- package Kernel::System::Ticket::Number::DateCounter; use strict; use vars qw($VERSION); $VERSION = '$Revision: 1.2 $'; $VERSION =~ s/^.*:\s(\d+\.\d+)\s.*$/$1/; sub CreateTicketNr { my $Self = shift; my $JumpCounter = shift || 0; # -- # get needed config options # -- $Self->{CounterLog} = $Self->{ConfigObject}->Get('CounterLog'); $Self->{SystemID} = $Self->{ConfigObject}->Get('SystemID'); my ($Sec, $Min, $Hour, $Day, $Month, $Year) = localtime(time); $Year = $Year+1900; $Month = $Month+1; $Month = "0$Month" if ($Month <10); $Day = "0$Day" if ($Day <10); # -- # read count # -- open (COUNTER, "< $Self->{CounterLog}") || die "Can't open $Self->{CounterLog}"; my $Line = <COUNTER>; my ($Count) = split(/;/, $Line); close (COUNTER); if ($Self->{Debug} > 0) { $Self->{LogObject}->Log( Priority => 'debug', MSG => "Read counter: $Count", ); } # -- # count auto increment ($Count++) # -- $Count++; $Count = $Count + $JumpCounter; # -- # write new count # -- if (open (COUNTER, "> $Self->{CounterLog}")) { flock (COUNTER, 2) || warn "Can't set file lock ($Self->{CounterLog}): $!"; print COUNTER $Count . "\n"; close (COUNTER); if ($Self->{Debug} > 0) { $Self->{LogObject}->Log( Priority => 'debug', MSG => "Write counter: $Count", ); } } else { $Self->{LogObject}->Log( Priority => 'error', MSG => "Can't open $Self->{CounterLog}: $!", ); die; } # -- # new ticket number # -- $Count = "0$Count" if ($Count <100 && $Count >9); $Count = "00$Count" if ($Count <10); my $Tn = $Year.$Month.$Day.$Count; # -- # Check ticket number. If exists generate new one! # -- if ($Self->CheckTicketNr(Tn=>$Tn)) { $Self->{LoopProtectionCounter}++; if ($Self->{LoopProtectionCounter} >= 1000) { # loop protection $Self->{LogObject}->Log( Priority => 'error', MSG => "CounterLoopProtection is now $Self->{LoopProtectionCounter}!". " Stoped CreateTicketNr()!", ); return; } # -- # create new ticket number again # -- $Self->{LogObject}->Log( Priority => 'notice', MSG => "Tn ($Tn) exists! Creating new one.", ); $Tn = $Self->CreateTicketNr($Self->{LoopProtectionCounter}); } return $Tn; } # -- sub GetTNByString { my $Self = shift; my $String = shift || return; # -- # get needed config options # -- my $TicketHook = $Self->{ConfigObject}->Get('TicketHook'); # -- # check ticket number # -- if ($String =~ /$TicketHook:+.{0,1}(\d{8,40})/i) { return $1; } else { return; } } # -- # -- # cron/reset_ticket_counter - Resets ticket Counter to 0 for OTRS # Copyright (C) 2002 Diego Fernandez <dfernandez(a)openware.biz> # -- # $Id: reset_ticket_counter,v 1.1 2002/12/12 11:22:38 diego Exp $ # This software comes with ABSOLUTELY NO WARRANTY. # -- # just every day 0 0 * * * cp $HOME/var/log/cero.log $HOME/var/log/TicketCounter.log Thanks, Diego.

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Time Units
by Diego Fernandez 13 Dec '02

13 Dec '02

Hi Martin, I need to know what do you use Time Units for? If possible, give me an example. Thank you. Diego.

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Re: [otrs] cusomter's reply does not come in the ticket, and new ticket > is created!
by Dair Grant 12 Dec '02

12 Dec '02

murahashi <murahashi(a)ayayu.com> wrote: > Incomming new email dispached and our system generate new ticket well. > But cusomter's reply does not come in the ticket, and new ticket is created. > I 'm confusing and I can't find where should I check? Check the AdminArea->Queue settings for that queue, and make sure that the "Follow up Option" menu is set to "possible" rather than "new ticket" (assuming the English language files). We've just started using OTRS a couple of days ago, and had the same problem... It might be an idea to change the text for that menu item to "add to existing ticket", as it didn't occur to me that "possible" meant it would find an existing ticket. I only realised after digging through the code and back-tracking to how that option is applied. :-) Other than that though, I'm very impressed with OTRS - we're running it on Mac OS X 10.1 and 10.2, and it's working perfectly. BTW, what is the preferred way to submit patches? We have a couple of minor changes we'd like to send back (e.g., we run the server on a non-standard port, and would like to be able to generate URLs as //host:port/ if port is != 80) at some point. -dair __________________________________________________ mailto:dair@zonic.co.uk http://www.zonic.co.uk/

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