February 2003 - otrs - OTRS mailing lists

AW: [otrs] Creating new tickets and merging tickets
by Marc Scheuffler 17 Feb '03

17 Feb '03

We are interested in such a function, too. ;-) Marc -----Ursprüngliche Nachricht----- Von: Paul [mailto:otrs-users@neenerville.com] Gesendet: Montag, 17. Februar 2003 07:10 An: otrs(a)otrs.org Betreff: RE: [otrs] Creating new tickets and merging tickets Hi Martin, > > I do have two questions though. > > > > Is it possible to create a new ticket and send an e-mail to a user > > without them e-mailing or submitting a ticket first in such > a way that > > when they reply it will be added to that newly created > ticket? I don't > > see this functionality. Is there something I'm missing? > > I think you want an "auto reply" (with the ticket number in > the subject)? > > -=> new ticket is created -=> auto reply is sent to the > customer (if the > customer send an follow up, it will be added to the ticket) > > AdminArea -=> Auto Response <-> Queue -=> set "auto reply" > for your wanted queue. Not exactly. Instead, what I'm looking for is a way to initiate contact with the customer, similar to the PhoneView however via e-mail. For example: I need to contact a customer regarding an issue with billing. I initiate a new ticket within OTRS and send them an e-mail explaining the problem. They receive: To: customer(a)domain.org From: billing(a)mydomain.net Subject: [Ticket# 20030207000012] Issue with last month's payment ... As OTRS stands, it seems that the only way to get in touch with a customer is by *them* e-mailing *you*. I'd like to see the ability to reverse this process. > > Also, occasionally we have more than one ticket that need to be > > merged. Is this possible? > > "merge tickets" is on the todo list. Great to hear it! :) Best wishes, Paul _______________________________________________ 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

1 0

mkStats.pl
by Covert, Jake 16 Feb '03

16 Feb '03

I'm getting this error when I run mkStats.pl on redhat8. otrs1.0.1 (did the same w/ 1.0rc3 though) Any thoughts? ****************************************** [otrs@wnpsitl1 otrs]$ bin/mkStats.pl Can't locate GD.pm in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib /opt/otrs /usr/lib/perl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0 /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl .) at bin/mkStats.pl line 36. BEGIN failed--compilation aborted at bin/mkStats.pl line 36. [otrs@wnpsitl1 otrs]$ ****************************************** Appreciate your help. Jake Covert www.jakecovert.com

2 1

OTRS 1.0.1 INSTALL Instructions
by Ulan King 15 Feb '03

15 Feb '03

Greetings, In the INSTALL file for OTRS 1.0.1, step 3 mentions: 3. Install tar.gz: --------------- [. . . . ] $shell: chown -R /opt/otrs/* otrs Shouldn't it say: 3. Install tar.gz: --------------- [. . . . ] $shell: chown -R otrs /opt/otrs/* Just my .02 cents. Gnik

2 1

Where to set length for Pending automaticaly
by Marc Scheuffler 15 Feb '03

15 Feb '03

Me again :-) Is it possible to change the pending time automaticaly +7 days after answering the ticket? I ve set "next status" to ".. pending.. +" -> this is the standard status for answering. Next point is to set the time to wait Thx again.

2 1

Spell Checker Question
by Marc Scheuffler 15 Feb '03

15 Feb '03

Hi, Could someone write a quick note how to set german as default language with ispell and otrs? Is there a parameter that i can't find? Cheers, Marc

2 1

From in PhoneView architecture and sed
by t.wandersmann＠philips.com 15 Feb '03

15 Feb '03

Hi there on the list. I searched the documentation and the list but didn't find something equal.. What exactly is with the "From" field in the "PhoneView" (if I enter a new ticket). The only thing I always get ifs "RFC.." or "invalid MX". In the meanwhile I tried to stop this MX in Config.pm by setting it to "0" but it did not work, so I tried the "installer.pl" but it was in "Secure Mode" Also it did not work to set this to "0". What is the need of the "From" field if I have a customer number and is it somehow possible to set this to a default? Or let it added a default automatically? In this, it would be nice to cut of this "default add" away from the CustomerID if the Customer adds himself over the webinterface. OTRS 1.0.0 RC 2 SuSE Linux 7.3 Sparc By the way: the RPMs are not arch-independent and need to be installed with --noarch. It should work with "BuildArchitectures: noarch " in the header of the specfile. I tried to make a new style and for this I wanted, that the DTL identifies itself with its name, so I let sed add a line "<h1>filname.dtl</h1>" at the beginning of each dtl file.But than OTRS couldn't read its dtl. If I added this line by hand in an editor it worked. Do I need to do it now all by hand or is there something like a "DTL-Debug" config switch in the Config? Last but not least, a happy new year to you all, even if it is a little bit late. Greetings to all I know. thorsten -- Tech-Support __ Thorsten Wandersmann Philips SC | \ _ _ Phone: +49-911-2001-1220 Nuremberg |__/ | | * | * | \ / Fax: +49-911-2001-1102 | |_| | | | |_/ \ SERI: tcmc_twm@tcmcn1 Stromerstr. 5-7 | | | | | | | _\ email: t.wandersmann(a)philips.com 90443 Nuremberg S_E_M_I_C_O_N_D_U_C_T_O_R_S *** Sametime enabled ***

2 1

RE: [otrs] Installing RC2 under RH8 - several problems
by Pedro Carvalho 15 Feb '03

15 Feb '03

Thanks for your reply Stephen > Have you double checked your /etc/ld.so.conf for any discrepancies? On > my last installation of RH 8.0, I had to not only make modifications to > the path, but to the lib paths in /etc/ld.so.conf to include my /usr/lib > and /usr/local/lib, then re-run ldconfig to rebuild the cache... # cat /etc/ld.so.conf /usr/kerberos/lib /usr/X11R6/lib /usr/lib/qt-3.0.5/lib /usr/lib/sane /usr/lib/qt2/lib /usr/lib/wine It looks fine to me. /usr/local/lib is not there but the directory is empty. > Have you made sure that all the mod_* were configured properly for > Apache? I had to reconfigure all the modules, but luckily, I'm using > Webmin which makes it all the more easier... Yes mod_perl v1.99 is running under Apache httpd, remember I run installer.pl and index.pl, and requested a new password for root, but still can't login. Best regards, Pedro Carvalho

2 1

OTRS 1.0RC3 on Apache 2.0
by Gregor 15 Feb '03

15 Feb '03

Hey, I'm trying to get OTRS to work with this config (not yet production Server): Apache/2.0.44 (Unix) mod_perl/1.99_08 Perl/v5.8.0 mod_ssl/2.0.44 OpenSSL/0.9.6b DAV/2 on Redhat 7.2 I started testing with mod_perl and the startupscript as delivered in RC3 and get the following error: ------ [Wed Feb 05 11:16:46 2003] [error] 14386: ModPerl::Registry: Died at /opt/otrs/Kernel/cpan-lib/CGI/Carp.pm line 301. ------ then I took out the line: #Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl got this error: ------ 14402: ModPerl::Registry: Can't locate Kernel/Config.pm in @INC (@INC contains: //../../Kernel/cpan-lib //../.. /usr/local/lib/perl5/5.8.0/i686-linux /usr/local/lib/perl5/5.8.0 /usr/local/lib/perl5/site_perl/5.8.0/i686-linux /usr/local/lib/perl5/site_perl/5.8.0 /usr/local/lib/perl5/site_perl .) at /opt/otrs/bin/cgi-bin/index.pl line 51. BEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/index.pl line 51. ------ then I took out the mod perl part: <Location /otrs> SetHandler perl-script PerlHandler ModPerl::Registry Options +ExecCGI PerlOptions +ParseHeaders </Location> got this error: ------- Died at /opt/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 60. ------- I changed permissions as described in the Docu and also for testing made a chmod 777 over the whole otrs path but nothing helped. Any ideas? Thanks Gregor

3 14

Version 1.0 - Admin User problem
by Gnik Nalu 14 Feb '03

14 Feb '03

Greetings, Version 1.0 rocks! (grin) Got it up and running with SuSE, Apache2 and MySQL. One thing I've run into and can't seem to resolve is when I'm in the "Admin Area", I get this error when I click on "[User]" : Software error: Can't read /opt/otrs/Kernel/Output/HTML/Standard/AdminUserPreferences.dtl: No such file or directory at /opt/otrs/bin/cgi-bin/../../Kernel/Output/HTML/Generic.pm line 260. For help, please send mail to the webmaster (myaddress(a)myprovider.com) giving this error message and the time and date of the error. Everything else in that area seems to work fine. Is there something I did wrong? Thanks, Gnik

3 3

AW: [otrs] Spell Checker Question
by Marc Scheuffler 12 Feb '03

12 Feb '03

Add Note: I am using Suse... the RC_LANG is set to de_DE@euro I have to select the german dictionary by hand. Every word containing a üäöß is seperated into 2 words like "Gr" - "en" Sorry for that question but ispell is very new to me. Thx -----Ursprüngliche Nachricht----- Von: Marc Scheuffler Gesendet: Mittwoch, 12. Februar 2003 14:14 An: otrs(a)otrs.org Betreff: [otrs] Spell Checker Question Hi, Could someone write a quick note how to set german as default language with ispell and otrs? Is there a parameter that i can't find? Cheers, Marc

1 0