January 2003 - otrs - OTRS mailing lists

OTRS_TICKET_ID in Autoresponse
by Moshe Leibovitch (SoftLink) 27 Jan '03

27 Jan '03

Hi, For some reason, this field is missing in the substitution. I have added it in Kernel/System/Ticket/SendAutoResponse.pm: $Param{Body} =~ s/<OTRS_TICKET_ID>/$Param{TicketID}/gi; (after the OTRS_TICKET_NUMBER replace) this allows me to send the user Auto response that includes a direct link to the ticket: http://www.softlink.com/otrs/customer.pl?Action=CustomerZoom&TicketID=16 is this the right way of doing this? Regards, Moshe

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Attaching files from the server to agent response
by Moshe Leibovitch (SoftLink) 27 Jan '03

27 Jan '03

Hi, First, I apologize for the flood of ideas I have. I just recently installed OTRS on our server and I find it terrific. I would like to suggest the option of attaching files from the server, not using http upload, but from a common repository (like documents, patches etc). the reason for this is that our server and HQ are geographically remote and bandwidth is OK, but not terrific. having to attach the same things over and over again is a waste of bandwidth. I know that you can make a "response" with the file attached. this has two cons: 1. if the repository updates frequently, you have to remember to update the emails as well 2. if there are many files that can be attached, in many combinations the number of messages will be overwhelming. Thanks for the great software, Moshe

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Different approach to the e-mail problem
by Stefan Wintermeyer 27 Jan '03

27 Jan '03

Hi Guys, maybe this could be a solution for the e-mail discussion. Tell me what you think about it: An agent has to use the browser interface to "get" the tickets but the system sends the tickets to his e-mail account. There could be a "lock ticket and send this ticket to me by e-mail" functionality. We did have such an approach at the STTS (the trouble ticket system at SuSE). In case an agent doesn't answer this e-mail within a period of time it gets unlocked again automaticly. Pro: Every agent can use his favorate e-mail client. Con: Every agent has to use a browser and an e-mail client (two tools). BUT, one of the key features of the OTRS is the possibility to create standard responses and to answer these tickets very very fast. To use an e-mail client to answer the tickets is kind of bypassing this idea. take care Stefan Wintermeyer -- Stefan Wintermeyer What am I, a doctor or a moon shuttle conductor? (McCoy) "Star Trek"

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Re: [otrs] Integrating OTRS with e-mail more easily
by Moshe Leibovitch (SoftLink) 27 Jan '03

27 Jan '03

Hi, We are not trying to complicate things, just make them more effective. If you allow the "race" condition between two agents, you can also work with "reply" to the otrs user. The system will process the email as "agent response" and reject the second email. This is more reasonable (IMHO). It is also the easiest modification to the source. You can detect the agent by its email address, so it is really simple. Moshe --__--__-- Message: 3 Date: Mon, 27 Jan 2003 11:00:04 +0100 From: Stefan Wintermeyer <stefan(a)wintermeyer.de> To: otrs(a)otrs.org Subject: Re: [otrs] Integrating OTRS with e-mail more easily Reply-To: otrs(a)otrs.org Hi Guys, On Mon, Jan 27, Gene Parks wrote: > I have been thinking about this on and off and maybe some of the > functions from Big Brothers mail interface can be of use here. I don't think that the LOCK e-mail as proposed by Moshe is a good idea. I think this is an unnessesary work overhead. I don't wanna send a LOCK e-mail each time I answer a ticket. Most people use the OTRS to handle large amounts of e-mails. So this is not a feasable idea (IMHO). But I see the point, so lets find a good solution. One could be to offer an IMAP port to the OTRS and to take the risk that two people waste the same amount of time to answer a single ticket. The system could dump the second answer to /dev/null because it is allready answered. So first come, first get. Of course this system has to set some default rules (e.g. an answered ticket would be a closed ticket). Or you could send basic commands by an X-Header. But guys, let's don't make things more complicated as nessesary. Many OTRS users don't have a clue what an X-Header is and we are proud that we can offer them a solution which is so easy that anybody can use it. But anyway IMAP could be a good idea. Do we have an IMAP guru here to implement an IMAP port? I don't think this port should be enabled by default, but it is indeed a nice feature for some people and it can be mixed with the standard HTML interface. take care Stefan -- Stefan Wintermeyer Don't say thing like that! Of course we'll see Master Luke again. He'll be quite all right, you'll see. (C3PO) "Star Wars (The Epire Strikes Back)" --__--__-- _______________________________________________ otrs mailing list otrs(a)otrs.org http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest

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RE: [otrs] Integrating OTRS with e-mail more easily
by Gene Parks 27 Jan '03

27 Jan '03

I have been thinking about this on and off and maybe some of the functions from Big Brothers mail interface can be of use here. Gene -----Original Message----- From: Moshe Leibovitch (SoftLink) [mailto:moshe@softlink.com] Sent: Monday, January 27, 2003 2:57 AM To: 'otrs(a)otrs.org' Subject: [otrs] Integrating OTRS with e-mail more easily Hi, I would like to see this functionality as well. the locking problem can be solved by sending a "LOCK" email at the beginning of the processing by the agent. one of the big advantages of having this interface, is easy integration with hand held devices and cellulars, that do not have a web interface. Regards, Moshe _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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Integrating OTRS with e-mail more easily
by Moshe Leibovitch (SoftLink) 27 Jan '03

27 Jan '03

Hi, I would like to see this functionality as well. the locking problem can be solved by sending a "LOCK" email at the beginning of the processing by the agent. one of the big advantages of having this interface, is easy integration with hand held devices and cellulars, that do not have a web interface. Regards, Moshe

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RE: [otrs] A Few Questions...
by Jolet, John 24 Jan '03

24 Jan '03

ah, then we can assume you have successfully collected mail for that address outside of otrs.... -----Original Message----- From: L. Mark Stone [mailto:LMStone@LMStone.com] Sent: Friday, January 24, 2003 6:46 AM To: otrs(a)otrs.org Subject: RE: [otrs] A Few Questions... John, I'm Argent's CIO (probably I should have mentioned this in my first post) and we have configured Exchange to support POP3 and SMTP as we have a number of users worldwide who travel a great deal and must rely on slow dialup connections. They typically use Outlook Express, Eudora, Evolution (without the Exchange connector) or Kmail. Stefan, I'd be happy to document how to configure Exchange for POP3 and SMTP use. But I'd like to get my system working first! :-) On Fri, 2003-01-24 at 07:11, Jolet, John wrote: > on the exchange issue...you DO know that exchange doesn't support pop, imap, > or smtp by default right? run fetchmail or some other pop collector at the > command line to make sure your unix system can collect the mail first. > > -----Original Message----- > From: L. Mark Stone [mailto:LMStone@LMStone.com] > Sent: Thursday, January 23, 2003 5:20 PM > To: otrs(a)otrs.org > Subject: [otrs] A Few Questions... > > > I've set up RC2 on a SuSE 8.1 system. All the basics work, so now I'm > trying to customize the system for a particular use, and although I've > now read the manual several times, I am clearly missing > something--probably embarrassingly basic! > > Here's what I am trying to accomplish: > > 1. OTRS will be (hopefully!) the front line of a help desk for all > domain users at argenttrading.com. > > 2. The OTRS system is setup on a different domain (lmstone.com) in a > different physical location than Argent. > > 3. Argent's email system is Exchange 2000, so, I set up a new User > account in Exchange called "Trouble(a)argenttrading.com". In this way > Argent users with a problem can send an email to this address (and get > OTRS to auto-reply). > > 3. I customized OTRS via the Root account by adding an Argent queue, a > new OTRS user, a POP3 account (trouble(a)argenttrading.com) and also a > few Salutations, Signatures and auto-response messages. > > 4. I added (I think correctly) the new OTRS user to all three default > groups (by holding down CTRL and selecting all three groups). > > 5. I sent a test message to trouble(a)argenttrading.com. I can log in via > Outlook Web Access and see that the message arrived. > > But, now I have two problems: > > First, OTRS doesn't seem to have gone and collected the test message. > > Second, when I log in to OTRS as the new user I created, the Argent > queue doesn't appear on the front page. It's not clear to me if I need > to somehow "attach" the Argent queue to the new user. Or something else > perhaps! > > > I feel like I haven't understood the "Zen" of OTRS fully, so any > suggestions would be greatly appreciated! > > Thanks, > Mark -- ___________________________________________________________________ A Message From... L. Mark Stone http://www.lmstone.com _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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I can't send tickets
by Ruben Lopez 24 Jan '03

24 Jan '03

Hi, The Customer Users can't send tickets, when trying it shows me the following error: Software error: at /opt/otrs/bin/cgi-bin/../../Kernel/System/Ticket/Number/AutoIncrement.pm line 74. For help, please send mail to the webmaster (root@localhost), giving this error message and the time and date of the error. I'm using Red Hat 7.3, mysql-3.23.49-3 and apache-1.3.23-11. Thanks for any help. ------- RUBEN DARIO LOPEZ A. Ingeniero de Operaciones Ubiquando Ltda.

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RE: [otrs] A Few Questions...
by Jolet, John 24 Jan '03

24 Jan '03

not an exchange guru, just know that you have to add a piece or pieces of software (which requires a reboot, of course) to add those protocols...i know because i've been bugging MY exchange admin to do it! -----Original Message----- From: Stefan Wintermeyer [mailto:stefan@wintermeyer.de] Sent: Friday, January 24, 2003 6:19 AM To: otrs(a)otrs.org Subject: Re: [otrs] A Few Questions... On Fri, Jan 24, Jolet, John wrote: > on the exchange issue...you DO know that exchange doesn't support pop, imap, > or smtp by default right? run fetchmail or some other pop collector at the > command line to make sure your unix system can collect the mail first. Could some of the Exchange gurus in this mailinglist add a little chapter to the manual which describes how to configure Exchange to do so or which contains a link to such a documentation? I am not familiar with Exchange and I don't wanna be so I can't do it by my self. Thanks! take care Stefan Wintermeyer -- Stefan Wintermeyer What is the Matrix? (Neo) "The Matrix" _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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RE: [otrs] A Few Questions...
by Jolet, John 24 Jan '03

24 Jan '03

on the exchange issue...you DO know that exchange doesn't support pop, imap, or smtp by default right? run fetchmail or some other pop collector at the command line to make sure your unix system can collect the mail first. -----Original Message----- From: L. Mark Stone [mailto:LMStone@LMStone.com] Sent: Thursday, January 23, 2003 5:20 PM To: otrs(a)otrs.org Subject: [otrs] A Few Questions... I've set up RC2 on a SuSE 8.1 system. All the basics work, so now I'm trying to customize the system for a particular use, and although I've now read the manual several times, I am clearly missing something--probably embarrassingly basic! Here's what I am trying to accomplish: 1. OTRS will be (hopefully!) the front line of a help desk for all domain users at argenttrading.com. 2. The OTRS system is setup on a different domain (lmstone.com) in a different physical location than Argent. 3. Argent's email system is Exchange 2000, so, I set up a new User account in Exchange called "Trouble(a)argenttrading.com". In this way Argent users with a problem can send an email to this address (and get OTRS to auto-reply). 3. I customized OTRS via the Root account by adding an Argent queue, a new OTRS user, a POP3 account (trouble(a)argenttrading.com) and also a few Salutations, Signatures and auto-response messages. 4. I added (I think correctly) the new OTRS user to all three default groups (by holding down CTRL and selecting all three groups). 5. I sent a test message to trouble(a)argenttrading.com. I can log in via Outlook Web Access and see that the message arrived. But, now I have two problems: First, OTRS doesn't seem to have gone and collected the test message. Second, when I log in to OTRS as the new user I created, the Argent queue doesn't appear on the front page. It's not clear to me if I need to somehow "attach" the Argent queue to the new user. Or something else perhaps! I feel like I haven't understood the "Zen" of OTRS fully, so any suggestions would be greatly appreciated! Thanks, Mark -- ___________________________________________________________________ A Message From... L. Mark Stone http://www.lmstone.com _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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