February 2003 - otrs - OTRS mailing lists

How do I delete 300 error generated tickets?
by Covert, Jake 21 Feb '03

21 Feb '03

A quick question: 1) While messing around with my MTA (sendmail) and my LDA (procmail), 300 messages automatically got dumped into my RAW queue. How can I close all of these junk messages all at once. The system isn't live yet so I'm not too worried about losing any test tickets we've made. I'm not a mysql wizard, so be kind ;-) System info: ------------------------- redhat 8 mysql otrs1.01 ------------------------- ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com *********************************

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Mail to customer, when creating note for external
by Andreas Haase 21 Feb '03

21 Feb '03

Hi, in OTRS I have the option to add a note to a ticket. I can decide, whether I want to add an internal or external note. When I use "external", then I would expext a mail to be sent out to the creator of the ticket (or optionally to a address, I fill in?), but no mail is sent. Do I have to configure some more options or did I misunderstand something? Tnx and bye, Andreas Haase EastLink GmbH -- --------------- 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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View transfer of ownership reason within OTRS
by Paul 21 Feb '03

21 Feb '03

Hi all, Is there a method to view the transfer of ownership comment within OTRS? I can only seem to get it via e-mail. Ideally, I guess we'd be looking for something like a note-internal on a transfer. Thanks, Paul

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Generic Agent feature question
by Marc Scheuffler 21 Feb '03

21 Feb '03

These are the possible options: 'name of job' => { # get all tickets with these properties Queue => 'system queue', States => ['new', 'open'], Locks => ['unlock'], # or escalation tickets Escalation => 1, What about from, subject or header? Is the following procedure possible? (because of statistic reasons) Email is coming into otrs -> pool x or y or z GenericAgent looks for: from, subject or header If from is xxxx(a)yyyy.zzz or subject contains "*** spam ***" then forward to queue SPAM I know this is normally done by procmail (like in our system) but procmail is the fronttool and the mail never gets into otrs (which is normaly ok). But we would like to count such mails for statistic reasons. Cheers Marc

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How can I add a ticket ?
by Ruben Sajnovetzky 21 Feb '03

21 Feb '03

Hi all ! I just installed otrs for evaluation and I couldn't get the way to add a ticket. I could add notes, users, etc. but no new tickets. Also, I couldn't find this info in the doc. How can I do that ? THanks ----------------------------------------------------------------------------------------- Saludos Ruben Sajnovetzky CCNA - NCC Network Consulting Engineer Americas International Advanced Services - Matrix Team Cisco Systems Ing. Butty 240 - Piso 17 1001 - Buenos Aires - Argentina Phone: +54-11-4341-0100 x177 rsajnove(a)cisco.com ---------------------------------------------------------------------------------------

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Re: [otrs] ResponseFormat in AgentCompose.dtl ... Thanks so much Martin
by Diane Shieh 21 Feb '03

21 Feb '03

Hello Martin, You are the best. Everything works great. =Diane

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ResponseFormat in AgentCompose.dtl
by Diane Shieh 19 Feb '03

19 Feb '03

Hello, Before I was able to change the format of the response by changing the order of the lines inside AgentCompose.dtl: **************************** <textarea name="Body" rows="25" cols="80"> $Data{"Salutation"} $Data{"StdResponse"} $Data{"Signature"} $Data{"To"} $Text{"wrote"}: $Data{"Body"} </textarea> ***************************** Now all I see is $Data{"ResponseFormat"} Is there somewhere I can change the format of my replies? I appreciate any help=) =Diane

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Ticket number format
by Andre Fortin 19 Feb '03

19 Feb '03

Heya, We recently implemented an OTRS system for dealing with internal and 3rd party requests to our operations centre. The problem is that some 3rd parties have complained that the ticket numbers are far too long, and are very irritating to have to read aloud during a phone call. Is it possible to shorten the ticket number length? Perhaps I'm missing something obvious, and if so I apologize. Can anyone point me in the right direction? TIA, Andre

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AW: [otrs] Compose answer - Feature request :)
by Marc Scheuffler 19 Feb '03

19 Feb '03

As far as I know: This can be done in the "Default.pm" /opt/otrs/Kernel/Config Here you can find such an option. -----Ursprüngliche Nachricht----- Von: Gregor [mailto:Gregor@Hostica.com] Gesendet: Dienstag, 18. Februar 2003 20:34 An: otrs(a)otrs.org Betreff: [otrs] Compose answer - Feature request :) First of all, thanks to the developers! We just switched to OTRS and its amazing! Now the the question, We have many,many prewritten RESPONSES, and so the screen gets quite cluttered. Would it be possible to have an OPTION to show the "Compose answer (email)" in a dropdown list? Thanks _______________________________________________ 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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Note-external/note-report
by Paul 19 Feb '03

19 Feb '03

Hi all, This might be a silly question, but as we've been going through all the features in the OTRS interface, we can't seem to figure out what note-external and note-report do exactly. Can anyone give us a quick synopsis? Thanks, Paul

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