March 2003 - otrs - OTRS mailing lists

Using an array as a reference is deprecated
by Wilfried Gödert 06 Mar '03

06 Mar '03

Hello I use Suse 8.1 on a root 1und1 Server. With Confixx 2.0!!! Postfix After installation it seems that otrs is changing my main.cf in Postfix is that ok? I dont think also all the Mails are now going only to the first Confixx Mailaccount. all others are ignored. So i deinstalled otrs and then Postfix was looking to a non existent User with UID 644 I installed it again but the system is not missing the User UID 644 now. But all Mails are routed to "web1p1 pop. If I send to a system User e.g. admin an email all is ok. But the Confixx Users are normaly here the Users with the accounts. Is anyone able to sove tis problem? 1und1 is a very common provider in Germany for cheap systems. I think they have more than 10000 rootservers. Hmmm a Manual in different languages would be a nice feature. for otrs There where some horable things at the moment because since this time :-(

2 1

PostMasterPOP3.pl
by Bryan Fullerton 06 Mar '03

06 Mar '03

Finally, I have some time to look at OTRS again. :) The usage line in PostMasterPOP3.pl says: usage: PostMasterPOP3.pl -h <POP3-SERVER> -u <USER> -p <PASSWORD>\n This is wrong - the option for POP3-SERVER is -s, if you specify -h all it does is print the usage info. ;) Bryan

2 1

W2K, Email problem
by Tim Yeung 06 Mar '03

06 Mar '03

hi all, I have setup otrs on a WinXP and using http://caspian.dotconf.net/menu/Software/SendEmail/ to sendmail. to make it work, i have modified the sendArticle.pm and sendmail.pm and i have commented some lines to remove the header of the mail sent. The problem occur when a user send a follow up message to us and the message is not added to the ticket, it created an new ticket instead the subject look like this Case#: 00037] RE: RE: [Case#: 00036] R [...] the message become this This is a demo text which is send to every inquery. It could contain something like: Thanks for your e-mail. A new ticket has been created. You wrote: > tetsing follow up > > -----Original Message----- > From: Open Ticket Request System > Sent: 2003/3/5 [æ˜ŸæœŸä¸‰] ä¸‹åˆ 11:42 > To: Tim Yeung Your e-mail will be answered by a human asap Have fun with OTRS! :-) Your OTRS Team Is it the problem with header? --Tim

2 1

Forced spell checking before sending
by Moshe Leibovitch (SoftLink) 06 Mar '03

06 Mar '03

Hi all, This is the diff of AgentCompose.dtl: 28,32d27 < else if (document.spelling.was_spell_checked != true) { < alert('$Text{"A message must be spell checked!"}'); < document.compose.Body.focus(); < return false; < } 45,46c40 < document.spelling.submit(); < document.spelling.was_spell_checked=true; --- > document.spelling.submit() Regards, Moshe

2 1

Feature request: OTRS settings
by Covert, Jake 06 Mar '03

06 Mar '03

Feature request: UI change I know this is a really small thing, but I figured it might help some admins out of the box. The 'Home' link in the admin interface is dark blue on a black background. Understanding that this will be controlled quite easily via css next time around, I would still advise the default color selection for this link be of higher contrast by default. A few of admins keep asking me to change it. Cheers, Jake Covert

2 1

Setting time zone per agent
by Moshe Leibovitch (SoftLink) 06 Mar '03

06 Mar '03

Hi, Is there a way of setting the time zone per agent? we have agents in multiple time zones (countries), all using the same web site. Regards, Moshe

2 1

Question on PhoneView and ticket Status
by Covert, Jake 06 Mar '03

06 Mar '03

How do I change the status of a ticket from 'New' to 'Open' with sending an email to the customer. (Such a case would arise if I opened an internal ticket via 'Phone View'. Since I created the ticket, I don't really need notification, I should be able to change to the status to Open) Even better behavior would be to set the default ticket status of tickets created via the 'PhoneView' to 'Open' instead of 'New', since customer contact has, by necessity, already been made. ;-)

2 1

users, queues and groups
by Strange, PJ (Philippa) 06 Mar '03

06 Mar '03

Help!! I've come unstuck finalising users, groups and queues. We devised a hierarchy of queues which matched identically the hierarchy of staff within the project. Unfortunately OTRS is lacking some finer customisation that RequesTracker allows ie /groups/queues - staff /tier1/support - everyone in tier1 /tier1/tech - selected experts in tier1 /tier1/mngmnt - management in tier1 /tier2/support - everyone in tier2 /tier2/tech - selected experts in tier2 /tier2/mngmnt - management in tier2 /tier3/support - everyone in tier3 /tier3/tech - selected experts in tier3 /tier3/mngmnt - management in tier3 If I use the groups as above then tier1/support staff can see the tier1/mngmnt queue, if I have a support group then they can see queues across the 3 tiers. In order to workaround this in OTRS I will have to have a group for each queue which kind of defeats the object or have I missed the plot? In Requestracker for instance the configuration of users and queues allows finer selection ie Joe Bloggs has read access to tier2/tech and write access to tier1/support AND admin access to tier3/mngmnt Are there any plans to implement something more flexible and why did you choose the user->groups->queues option? Thanks Philippa Strange

2 1

few questions
by Strange, PJ (Philippa) 06 Mar '03

06 Mar '03

I'm really motoring with my OTRS install, thanks guys I like what I see so far. Is it possible to 1/ delete system email addresses preferably via the front end? 2/ have a link in agentview to see all closed tickets? 3/ authenticate new customers (in a similar way to subscribing to this list)? 4/ allow agents to move or escalate to queues via the existing drop-down but to queues which they don't have queueview access to ? btw I'm installing OTRS along side Request Tracker and Bugzilla, is anyone out there migrating from these two to OTRS? I only wish to have one system running 5/ why do the OTRS team use Bugzilla and not their own product? Thanks Philippa Strange

4 4

give and take
by Strange, PJ (Philippa) 06 Mar '03

06 Mar '03

Hi I've added the following to the queueview.dtl to give a link to show all closed tickets for the agent's authorised queues. Thus reducing the need for agents to use utilities: $Text{"show my "}: <a href="/otrs/index.pl?Action=AgentStatusView&Type=Closed" onmouseover="window.status='All closed tickets'; return true;" onmouseout="window.status='';">closed tickets</a>. What would be a really nice feature would be to merge tickets. We have some customers who for whatever reason don't use the reply to button. How easy do you think it would be to add this type of functionality? Also, can you explain how the sub-lists will work apart from the creation of. There doesn't appear to be a tree or heirarchical view of queues once created. Thanks Philippa -----Original Message----- From: otrs-request(a)otrs.org [mailto:otrs-request@otrs.org] Sent: 03 March 2003 11:00 To: otrs(a)otrs.org Subject: otrs digest, Vol 1 #217 - 4 msgs Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-admin(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. AW: [otrs] few questions (Robert Kehl) 2. Re: Feature request (Martin Edenhofer) 3. Re: Queue view question (Martin Edenhofer) 4. Re: Feature request (Martin Edenhofer) --__--__-- Message: 1 From: "Robert Kehl" <otrs(a)robertkehl.de> To: <otrs(a)otrs.org> Subject: AW: [otrs] few questions Date: Sun, 2 Mar 2003 19:33:21 +0100 Reply-To: otrs(a)otrs.org > -----Ursprüngliche Nachricht----- > Von: Strange, PJ (Philippa) > Gesendet: Dienstag, 25. Februar 2003 16:36 > > Is it possible to > 2/ have a link in agentview to see all closed tickets? It's now included in CVS. Details: Update these to given version no. (by the time of this writing) /Kernel/Modules/AgentStatusView.pm 1.7 /Kernel/Output/HTML/Lite/AgentUtilTicketStatus.dtl 1.5 /Kernel/Output/HTML/Lite/AgentStatusView.dtl 1.7 And, if you want and need to: /Kernel/Language/de.pm 1.16 Regards, Robert --__--__-- Message: 2 Date: Mon, 3 Mar 2003 08:14:36 +0100 From: Martin Edenhofer <martin(a)edenhofer.de> To: otrs(a)otrs.org Subject: Re: [otrs] Feature request Reply-To: otrs(a)otrs.org Hi Jake, On Wed, Feb 26, 2003 at 12:49:04PM -0500, Covert, Jake wrote: > 1) Phone number field for the customers and a way to make this field > mandatory. OTRS 1.1 comes with a lot of this features (also partially OTRS 1.0). I will write a chapter for the online doc for the different customer backends (DB and LDAP exists) and how to configure the backend in detail. > Jake Covert Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "There are two major products that come out of Berkeley: LSD and Unix. We don't believe this to be a coincidence." -- Jeremy S. Anderson --__--__-- Message: 3 Date: Mon, 3 Mar 2003 08:17:55 +0100 From: Martin Edenhofer <martin(a)edenhofer.de> To: otrs(a)otrs.org Subject: Re: [otrs] Queue view question Reply-To: otrs(a)otrs.org Hi Jake, On Thu, Feb 27, 2003 at 10:02:02AM -0500, Covert, Jake wrote: > How can I see all of the tickets are in a given queue, even if I don't own > them all. I have queue "Computer Lab", with 10 tickets. 3 are assigned to > one tech, 4 to another and the rest to a third technician. > > If I click on [queue view] I only see the 'New' ones. I'd like to see all > open tickets though based by queue. Use the "Ticket Status" for this. Utilities -=> Ticket Status (sort by queue). > ----- > Jake Covert Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "Security is a process, not a product." - Bruce Schneier --__--__-- Message: 4 Date: Mon, 3 Mar 2003 08:19:19 +0100 From: Martin Edenhofer <martin(a)edenhofer.de> To: otrs(a)otrs.org Subject: Re: [otrs] Feature request Reply-To: otrs(a)otrs.org Hi Jake, On Thu, Feb 27, 2003 at 03:26:11PM -0500, Covert, Jake wrote: > 1) Add / Enable a customer preference that allows them to only see their > open tickets in the 'My Tickets' view. You are not the first one with this feature request. So I added this feature the the CVS (1.1 tree). > Jake Covert Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Noch 195 Tage bis zum Gäubodenvolksfest! ;-) --__--__-- _______________________________________________ otrs mailing list otrs(a)otrs.org http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest

2 1