March 2003 - otrs - OTRS mailing lists

Creating new tickets and merging tickets
by Paul 26 Jun '03

26 Jun '03

Hi all, I've recently installed OTRS and absolutely have fallen in love with it. It took a bit of time getting it to work across two su_exec domains, but it's finally operating and handling a good deal of our e-mail traffic. 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? Also, occasionally we have more than one ticket that need to be merged. Is this possible? Many thanks for such a great project! Best wishes, Paul

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Multiple Attachments in a Response/Note
by Adrian McCray 14 May '03

14 May '03

When creating a note (or an empty answer for that matter) how do you more than one attachment to the note/answer for a particular ticket? Example 1. Customer creates a ticket. 2. Issue that customer is a known problem that is fixed with an executable and a PDF document explaining how to apply the fix. 3. Agent intends to send FIX.EXE and EXPLAIN.PDF to the customer via the agent web frontend. How do I send both files in the same response? Adrian McCray LAN Manager

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Closed ticket notification
by Travis Kelley 09 Apr '03

09 Apr '03

I have read your response to the previous question in the mailing list archives about getting notifications when a ticket is closed where you said that the current cvs version supports this. I assume this means that the version that I am currently using 1.0.2 does not support this. If this is correct do you know when the cvs version will be released. We are thinking about using OTRS in a K-12 school system, but the ability to print out work orders that are closed (for archival purposes) is essential. Thank you for any help you may be able to give. Travis Kelley

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OTRS fails after customer sends attachments
by Wes Plate 03 Apr '03

03 Apr '03

Maybe it is a coincidence, but a customer replied with a followup to a ticket, and their reply contained three attachments of sizes 1MB, 253KB and 97KB. I received notification of the followup, but also this report from CRON: http://66.14.134.209/~wes/otrs/error_message_1.txt Every four minutes (CRON checks mail every four minutes) I would get another notification, and another report. It seemed that CRON was getting the same followup message-- like it wasn't deleting the message from the server after downloading it. Also, the attachments were not available it OTRS. So, I set my email client up with the OTRS mail account and I retrieved the message and the attachments. Did the attachments kill OTRS? I was able to create another ticket as a test, but is there something seriously wrong now? Thanks. -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com Read review of our FCP to AE solution at Creative Mac... http://creativemac.com/2002/12_dec/reviews/automaticduckfcpsuite.htm

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Feature Requests
by Covert, Jake 01 Apr '03

01 Apr '03

Feature Requests: 1) When selecting a follow up time, "00" is not available as a valid minute selection option. If I want to have a follow up for 13:00, the closest I can get is 12:59 or 13:01. 2) Can you have a 'Mark as Read' button on the zoom view to remove the 'New Message' indicator? Just like a web based email system. Right now I have to add a note to change the status from New to Open. Cheers, Jake Covert www.jakecovert.com

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Otrs deleting tickets
by Aaron Downing 01 Apr '03

01 Apr '03

I am reading the archives now, however I have a simple question. I insert the following code into my GenericAgent.pm file: <snip> 'delete' => { # get all tickets with this properties Queue => 'delete', States => ['new', 'open'], Locks => ['unlock'], # new ticket properties (no option is required, use just the options # witch should be changed!) New => { # DELETE! Delete => 1, }, }, <snip> Minus the <snip> of course- I get the following error message when I attempt to execute the script: ./GenericAgent.pm: line 12: package: command not found ./GenericAgent.pm: line 14: use: command not found ./GenericAgent.pm: line 15: syntax error near unexpected token `(' ./GenericAgent.pm: line 15: `use vars qw($VERSION @ISA @EXPORT %Jobs);' I am supposed to be running it from the command prompt right? If so then perhaps there is some syntax I need to customize? My queue name is delete. Thanks, Aaron

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Installation problems
by gd^crazy 01 Apr '03

01 Apr '03

Hi there, we installed OTRS on our SuSE 7.2 system with the SuSE 7.3 RPM file, which is available for download on the site. In general, the installation seems to be fine, no error occured. Additionally, I must say that we have installed Confixx 1.6 (Webmin-like administration interface), which has completely changed the default structure of the webpages. So our main presence, www.unitedbytes.de is at /home/www/web1 for example. Then I ran SuSEconfig, all went fine, restarting our Apache also. The documentation says something about running the web installer of OTRS, installer.pl, so I tryed to access it there: http://www.unitedbytes.de/otrs, but nothing happend (404). Then I created a sub-domain, http://otrs.unitedbytes.de, which has it´s root directory in /opt/otrs/bin/cgi-bin. Surprisingly, my web browser want to download the installer.pl or index.pl to my hard drive instead of executing them! What I am doing wrong? I saw something in the documentation regarding checking the perl scripts. As I did so, the following errors occured: perl -cw /opt/otrs/bin/cgi-bin/index.pl Can't locate DBI.pm in @INC (@INC contains: /opt/otrs/bin/cgi-bin/../../Kernel/cpan-lib /opt/otrs/bin/cgi-bin/../.. /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/../../Kernel/System/DB.pm line 15. BEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 15. Compilation failed in require at /opt/otrs/bin/cgi-bin/index.pl line 53. BEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/index.pl line 53. Any ideas? Für weitere Fragen stehe ich Ihnen selbstverständlich gerne zur Verfügung. / For further questions please don´t hestitate to contact me. Mit freundlichen Grüßen / Best regards, ---------------------------------------------------------------------------- Andreas Löffler Fachinformatiker / Anwendungsentwicklung United Bytes Entertainment mailto:andy@unitedbytes.de http://www.unitedbytes.de ---------------------------------------------------------------------------- Diese Nachricht und jeder übermittelte Anhang beinhaltet vertrauliche Informationen und ist nur für die Personen oder das Unternehmen bestimmt, an welche sie tatsächlich gerichtet ist. Sollten Sie nicht der Bestimmungsempfänger sein, weisen wir Sie darauf hin, dass die Verbreitung, das (auch teilweise) Kopieren sowie der Gebrauch der empfangenen E-Mail und der darin enthaltenen Informationen gesetzlich verboten ist und gegebenenfalls Schadensersatzpflichten auslösen kann. Sollten Sie diese Nachricht aufgrund eines Übermittlungsfehlers erhalten haben, bitten wir Sie, den Sender unverzüglich hiervon in Kenntnis zu setzen. Sicherheitswarnung: Bitte beachten Sie, dass das Internet kein sicheres Kommunikationsmedium ist. Obwohl wir im Rahmen unseres Qualitätsmanagements und der gebotenen Sorgfalt Schritte eingeleitet haben, um einen Computervirenbefall weitestgehend zu verhindern, können wir wegen der Natur des Internet das Risiko eines Computervirenbefalls dieser E-Mail nicht ausschliessen. This message (including any attachments) contains confidential information intended for a specific individual or entity as the intended recipient. If you are not the intended recipient, you are hereby notified that any distribution, any copying of this message in part or in whole, or any taking of action based on it, is strictly prohibited by law and may cause liability. In case you have received this message due to an error in transmission, we ask you to notify the sender immediately. Safety warning: Please note that the Internet is not a safe means of communication or form of media. Although we are continuously increasing our due care of preventing virus attacks as a part of our Quality Management, we are not able to fully prevent virus attacks as a result of the nature of the Internet. ----------------------------------------------------------------------------

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Queue Error From Cron
by Charles R. "Rusty" Thompson 01 Apr '03

01 Apr '03

Well I'm almost set with our test environment. I got everything installed using the rpm for Suse 8.1. I'm having some problems receiving my first mail into the system though. I managed to set up the Cron jobs and from the looks of things they are running as expected but when a mail is captured it is not showing up in the otrs system. There is an error: Message: Found no $Queue I have 1 queue set up called 'Incoming Mail' and one POP3 box that maps to 'Incoming Mail' for email to: dispatching Since I have the queue and the address is mapped to it, I'm at a loss as to what I missed. Any clues? CT

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Raw SQL Import Question
by Mark.Jackson＠uk.neceur.com 01 Apr '03

01 Apr '03

Hi, Checked through most of digests and can't find ref to anyone importing from a 3rd party DB to otrs system, hence email to list. Aim is to import to create ticket and single article as a Phone entry, hard coding the tn and ID's as per the system config but recording and keeping the unix time and create times from the other 3rd party system (hence import - rather than email each ticket to the Q etc) I assume that a basic entry would follow same method as ../install/database/initial_install.sql i.e INSERT ticket INSERT article (with ticketID ref) INSERT ticket_history (with both ticketID and article ID) So, The data was exported from 3rd party DB and imported successfully into the 3 tables above as new Phone Entries (no associated var/article/2003/ etc but article_path set to todays date anyway. Article correctly references the ticket and ticket_history correctly references both ticket and article ID's. This all worked okay using mysql client. However, the Kernel/System/ doesn't recognise the new tickets correctly on the GUI, count is correct i.e 30 tickets imported, but the system doesn't display the tickets correctly, Text grab from screen for ticket_id 264 -------------------------------------------------------- State: Priority: Queue: CustomerID: Escalation in: none Compose Answer (email): Need StdResponsesRef in TicketStdResponseString() Contact customer (phone): # phone call Change queue: Got no Data ref in OptionStrgHashRef()! From: To: Subject: State: Priority: Queue: CustomerID: Escalation in: none Compose Answer (email): Need StdResponsesRef in TicketStdResponseString() Contact customer (phone): # phone call Change queue: Got no Data ref in OptionStrgHashRef()! Error: No customer article found!! (TicketID=264) Comment: Please contact your admin Bug Report: Click here to report a bug! Handle: /opt/otrs/bin/cgi-bin/index.pl Frontend Subfunction: Kernel::Modules::AgentQueueView::ShowTicket (v 1.25) Frontend Line: 321 Backend Subfunction: (v ) Backend Line: Backend BackendMessage: The system states that for ticketID 264 no customer article exists but extract from otrs.article below shows the ticket has an article associated :- mysql> select * from article where 1 and ticket_id=264; +------+-----------+-----------------+------------------------+------------------------+------------+-----------------------------+------+-----------------+---------------+---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------+---------------+--------------+------------+-------------+------------+-------------+------------+-------------+----------+---------------------+-----------+---------------------+-----------+----------------+ | id | ticket_id | article_type_id | article_sender_type_id | a_from | a_reply_to | a_to | a_cc | a_subject | a_message_id | a_body | incoming_time | content_path | a_freekey1 | a_freetext1 | a_freekey2 | a_freetext2 | a_freekey3 | a_freetext3 | valid_id | create_time | create_by | change_time | change_by | a_content_type | +------+-----------+-----------------+------------------------+------------------------+------------+-----------------------------+------+-----------------+---------------+---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------+---------------+--------------+------------+-------------+------------+-------------+------------+-------------+----------+---------------------+-----------+---------------------+-----------+----------------+ | 1048 | 264 | 3 | 1 | Goldmine(a)uk.neceur.com | | cns.support(a)ecsc.neceur.com | | Goldmine Import | 007@localhost | Goldmine Ref : 794 : Customer ID : A1101639533(,-3D`RON : Call Type : Corus Console : Priority Level: 5 : Call Details : When a call terminates to the console and is placed on hold, and a second call terminates to the console, if you double click on the answer button it will unhold the call on hold after dispensing the first call. : Close Details : Sent To NEC Au Said to be fixed in Version 3 Awaiting Software | 1034163129 | 2003/03/20 | NULL | NULL | NULL | NULL | NULL | NULL | 1 | 2002-10-09 11:32:00 | 28 | 2002-11-21 09:14:00 | 28 | NULL | +------+-----------+-----------------+------------------------+------------------------+------------+-----------------------------+------+-----------------+---------------+---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------+---------------+--------------+------------+-------------+------------+-------------+------------+-------------+----------+---------------------+-----------+---------------------+-----------+----------------+ 1 row in set (0.00 sec) The same is true for the ticket_history Before I send any more data on the errors received, is this a valid way of importing the data, are there any article references required other than ID's ? Best regards to all Mark ======================================================= Mark Jackson Chief Engineer Systems Div NEC (UK) Ltd t:+44 (0) 208 752 3757 f +44(0) 208 752 3754 m+44 (0) 7721 613 044 telnet : 800 44 21 3757 Mobex : 5270 ======================================================= This message and any attachments are intended for the use of the addressee and may contain information that is privileged and confidential. If you are not the intended recipient, any use, disclosure or copying this message or attachments is unauthorised. If you are not the intended recipient, please immediately notify the sender and delete this message and the attachment from your system.

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Statistics Help!
by Covert, Jake 30 Mar '03

30 Mar '03

I need help from someone. My boss wants a few specific statistics and I'm not sure how to get 'em for him from OTRS. First thing: ============================ Only one metric per chart. Right now, all the stats are jammed onto one graphic that high-level types can read very well. How can I turn some of those options off? Then I could just make one chart per metric or something like that. Second thing: ============================ Number of requests per Queue? Third thing: ============================ Length of time that tickets were open. (How long did it take for the technicians to solve the request.) Not sure how something like this would get reported. Maybe average ticket duration with a Max. / Min. for a given week / month? I would really appreciate anyone's help. ********************************* 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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