November 2003 - otrs - OTRS mailing lists

Framed OTRS and Message Links Logging Us Out
by Charles R. "Rusty" Thompson 05 Nov '03

05 Nov '03

Haven't had to ask for help on anything in months. This has served us well! We've run for 161 consecutive days controlling 632 tickets without one glitch in the system. Now for my problem! ;) We're implementing a new Intranet and in the spec it requires web-based applications to run within a framed environment whenever possible. Basically all our tools are in a list framed on the left and when clicked they load in a frame on the right. I've been able to get OTRS to load in the frame and all was fine until today. It appears that anytime we click a message in the message thread view (something historical), OTRS logs us out. This only occurs on those links and the rest of the app runs fine in the frames. Take OTRS out of the frame and the message history links behave as they should. I've looked it over but just can't put my finger on it. Anyone know what's wrong? Would be a shame to have to launch this in a new browser window when it's not neccesary.. I think. Charles

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RE: otrs Digest, Vol 4, Issue 4
by Charles R. "Rusty" Thompson 05 Nov '03

05 Nov '03

Haven't had to ask for help on anything in months. This has served us well! We've run for 161 consecutive days controlling 632 tickets without one glitch in the system. Now for my problem! ;) We're implementing a new Intranet and in the spec it requires web-based applications to run within a framed environment whenever possible. Basically all our tools are in a list framed on the left and when clicked they load in a frame on the right. I've been able to get OTRS to load in the frame and all was fine until today. It appears that anytime we click a message in the message thread view (something historical), OTRS logs us out. This only occurs on those links and the rest of the app runs fine in the frames. Take OTRS out of the frame and the message history links behave as they should. I've looked it over but just can't put my finger on it. Anyone know what's wrong? Would be a shame to have to launch this in a new browser window when it's not neccesary.. I think. Charles

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customising agent view
by Strange, PJ (Philippa) 05 Nov '03

05 Nov '03

Hi Is it possible and can someone tell me how I do the following? I need a sub category in each queue which can take the form of a drop down list, dynamically constructed depending on the queue. All this sub category is used for really is reporting and I tried initially creating sub-queues but this proved unfeasable. Has anyone else done anything like this?? or could someone send me the perl needed to implement?? I assume I need to add an extra field in the database but that won't be a problem. Thanks ever so much, in advance Philippa Strange

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closed tickets
by Jorge 04 Nov '03

04 Nov '03

Hi, How can an agent view the list of closed tickets? I have some manager as an agent who want to see as normal agent response to tickets, how fast and how many, but i don´t find how to see that on the agent interface. Jorge

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wishlist for new features? -- bug report: open attachment
by Frank Adler 04 Nov '03

04 Nov '03

Hi all, we are using OTRS 1.1.3 for evaluation the last 2 weeks. It works great except one bug we discovered while trying to open an HTML email: "Dies ist eine E-Mail, hier klicken um sie in einem neuen Fenster angezeigt zu bekommen" The link on "hier klicken" points to ../index.pl?Action=AgentQueueView&TicketID=4757&ArticleID=5393&Subaction=ShowHTMLeMail which will show the queue view instead of the HTML view. The email will be shown if "AgentQueueView" is replaced by "AgentZoom". OTRS seems to solve many of our problems we had with email support (2.000 emails per week, 90% spam), but there are still some wishes left: - bulk processing (move tickets to spam queue) I wrote a small php script to do this - reports on how many tickets were processed per day and week for each queue - allow users to add or change stored replies for their queue without giving them full admin rights Is there a place where such wishes are gathered? I noticed a discussion about bulk processing in the archives about one year ago. Regards, Frank Adler allesklar.com AG

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AW: [otrs] Installationsprobleme - index.pl startet nicht
by Tomas Müller 03 Nov '03

03 Nov '03

Hallo Andrea, > > Mein System: > Suse 8.2 > Apache/2.0.47 > MySql 3.23.55 > PHP 4 > Da OTRS auf Perl basiert würde ich mal versuchen Perl zu installieren. Gruss Tomas Müller cimt ag ------------------------------------------------------------------------ Unter den Eichen 128 - 12203 Berlin fon: +49.30.834098-0 fax: -22 mobil: +49.178.7270777 email: Tomas.Mueller(a)cimt-ag.de http://www.cimt-ag.de

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locks and status
by Ruslan Bondarev 02 Nov '03

02 Nov '03

Hello. We are using OTRS as our support tickets system. Since we don't have a lot of supporters, everyone might answer to request. But we have problems with it. 1) Tickets are accidentally locked to specific user. When someone is just viewing ticket and not replying, the ticked becomes locked. Why? I've found a message in the list archive, saying to put $Self->{UnlockTicket} = 1; into Config.pm, but it didn't help though. 2) Can't find the way to see follow-ups of others. What if I want to receive notifications, as if it's customers follow-up? How may one see if ticket has (and how many) follow-ups/notes in the queue view? Or the name of the supporter who answered last. 3) In Zoom view why some rows of the history tree are red and some are green? Thanks. -- rb

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otrs-de-request@lists.otrs.org: "Relay access denied"
by Eberhard Moenkeberg 02 Nov '03

02 Nov '03

Hi, while trying to confirm my otrs-de subscription, I get: > This message was created automatically by mail delivery software. > > A message that you sent could not be delivered to one or more of its > recipients. This is a permanent error. The following address(es) failed: > > otrs-de-request(a)lists.otrs.org > SMTP error from remote mailer after RCPT TO:<otrs-de-request(a)lists.otrs.org>: > host mail.edenhofer.de [217.160.215.153]: 554 <otrs-de-request(a)lists.otrs.org>: > Relay access denied Cheers -e -- Eberhard Moenkeberg (emoenke(a)gwdg.de, em(a)kki.org)

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RE: [otrs] german manual
by Lars Monsees 02 Nov '03

02 Nov '03

> Hi! > > I don't know how much people are needed to translate the > whole manual, > but I would like to help if anyone start this "project". > Me too! Lars > Regards > Christian > > > _______________________________________________ > 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 > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ >

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Installationsprobleme - index.pl startet nicht
by Andrea Dittler 02 Nov '03

02 Nov '03

Hallo, allerseits Kann mir irgendjemand helfen? Ich habe otrs m.H. von RPM installiert. danach lies sich installer.pl problemlos aufrufen und ausführen. Danach habe ich "rcotrs start-force" ausgeführt, ging auch noch problemlos. aber der Aufruf von /otrs/index.pl führt zur Meldung "Die Seite kann nicht angezeigt werden" Nun habe ich keine Ahnung, an welcher Stelle ich nach dem Fehler suchen könnte. /var/log/httpd/error_log enthällt nach jedem Aufrufversuch folgende Zeile: [Fri Oct 31 12:43:22 2003] [notice] child pid 10727 exit signal Segmentation fault (11) Wo kann ich ausführliche Fehlermeldungen finden? Mein System: Suse 8.2 Apache/2.0.47 MySql 3.23.55 PHP 4 fehlt eine Info? Mit freundlichen Grüßen Andrea Dittler -- webspezi.com \\:// Glück und Erfolg sind 22143 Hamburg (o -) auf der Seite der Narren. 01805/34885337 ---ooO-(_)-Ooo--- James T. Kirk

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