March 2003 - otrs - OTRS mailing lists

Preventing response from being submitted twice when refreshing page.
by Paul 06 Mar '03

06 Mar '03

Hi all, I'm sure this must happen to other people. I find myself pressing "reload" in my browser after submitting a response to a ticket and see that my original response has now been sent twice. Any ideas on a way to prevent this from happening within OTRS itself? Perhaps warn if the new reply matches the one just sent? Thanks, Paul

2 2

RE: [otrs] Change queue and the Move button
by Covert, Jake 05 Mar '03

05 Mar '03

Is there any way to set it so that if this option is set, the 'Move' button becomes hidden, so people don't get confused? Jake ;) -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Wednesday, March 05, 2003 3:35 PM To: otrs(a)otrs.org Subject: Re: [otrs] Change queue and the Move button Hi Jim, On Mon, Mar 03, 2003 at 12:34:16PM +0000, J.K.Wight(a)newcastle.ac.uk wrote: > I find that as soon as I select an alternative queue from the dropdown > menu the change takes place. I expected to have to use the Move > button to bring about the change. There is a config option "OnChangeSubmit" (default 1) for this. Because many people love this short cut. Add the following to your Kernel/Config.pm, restart your webserver (if you use mod_perl) and you need use the "move" button. [Kernel/Config.pm] $Self->{OnChangeSubmit} = 0; [...] > Jim 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 _______________________________________________ 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

2 1

Change queue and the Move button
by J.K.Wight＠newcastle.ac.uk 05 Mar '03

05 Mar '03

I find that as soon as I select an alternative queue from the dropdown menu the change takes place. I expected to have to use the Move button to bring about the change. Jim

2 1

Changing the statistics view
by Covert, Jake 05 Mar '03

05 Mar '03

How can I change the statistics view to include three separate reports, each with only variable graphed? Thanks, Jake Covert

2 1

Ticket-View with flipped open ticket items
by Ralph Müller 05 Mar '03

05 Mar '03

Hello, we will switch to otrs soon, but there are two things we would like to have: 1. in the ticket-view, when you are zoomed in, you see all items of that ticket in a tree view. Is it possible to flipp all the item open, so that one can see the content of all the phone calls and mails in one view. That would be very helpfull to get an overview over the ticket, for instance if you have taken over a ticket from an other user. 2. in the ticket view again, you only have the possibility to compose an email or phone call if you have selected the first item of the ticket (e.g. the mail with which the case was created or the appropriate phone call). But if you want to compose a mail or call the customer, than the information from the last item is most important. Is it possible to insert the links for 'Compose Answer (email)' and 'Contact customer (phone)' in the ticket view even if you have selected the last item? In addition we mentioned a little problem by creating the <OTRS_CUSTOMER_REALNAME> for the salutation. If the ticket was created via a phone call and one did select the customer-user from the drop-down list, than the login of the customer-user is inserted in the From field as well. To exclude the login from the salutation we did adapt the AgentCompose.pm: # get realname my $From = $Data{OrigFrom} || ''; $From =~ s/<.*>|$.*$|\"|;|,|[^ ]*\@[^ ]*//g; .... Thanks for your effort! By Ralph

2 1

Possible to use TCP/IP with mysql instead of unix socket?
by Paul 05 Mar '03

05 Mar '03

Hi, I'm wondering if it's possible to use TCP/IP to connect to mysql instead of using a unix socket. I'm running otrs within a chrooted jail and have to create a hard link to mysql.sock everytime mysqld is restarted. This is becoming a bit of a problem. ;) Thanks, Paul

1 1

Another question/feature request - Cc/Bcc for all agent response s
by Moshe Leibovitch (SoftLink) 05 Mar '03

05 Mar '03

Hi, I tried to find how to configure this but could not find a way of doing it without modifying code. I want all agent responses to be Bcc to an administrator pre-configured mail address. This helps to keep a copy of the emails in "raw" format is some backup repository. Thanks, Moshe

2 1

RE: Win2k Sending Email Resolved!!!
by Charles R. "Rusty" Thompson 04 Mar '03

04 Mar '03

Good gosh I finally got it. I'm not sure what was causing the problems but I dropped Exim, tried Blat, dropped blat.. tried MS's port of sendmail, dropped that. Ended up with Indigo Star's Sendmail port for Windows (30 day eval, $49 purchase). It came with a .pl script that looked alot like EmailSend.pm's routine so my confidence was high! I was able to manually do a few sends with their script... no mail munges and it appeared to operate rock solid. However! :) Once I tried using it with OTRS, no mail would go out. OTRS' log happily reported the messages were sent, sendmail.log reported no errors and no sends... and I never got my mail. I found there is something in the mail sending pm's that needs to be changed for this particular port of sendmail. Here's the first fixes I found to get email working with Win32 IndigoStar Sendmail... 1) Install Sendmail (I chose c:\sendmail\) 2) Sendmail path in Config.pm needs to be c:/yourpathhere/sendmail.exe -t -console 3) AgentCompose.pm has to be changed. It appears the '$RetEmail' breaks IndigoStar sendmail rather quietly. Maybe this should be optional in the PM to prevent others from having headaches? Maybe a config line for return mail that is only placed if it's not blank? The final line was: if (open ( MAIL, "|$Self->{Sendmail}")){ My take on this is that since it read the From, etc in the headers (-t) I think the $RetEmail was unneccesary 4) Any other instances of Sendmail (like EmailSend.pm) must be changed as well or silent email failure will occur. I still don't know why exim was causing munged emails. My hosting service is lost on that one. Robert... you might consider taking a look at IndigoStar as an option for the install docs on Windows. I found it absolutely simple to install and configure and it seems like a much 'thinner' solution that installing cygwin, downloading, setting permissions, etc. Further... IndigoStar has a feature which is required in some shared hosting environments, that being server authentication on the default account. There are alot of anti-spam SMTP tests out there requiring the checking of mail (authentication) before a send can occur. This pre-authentication test in IndigoStar gets around that. Thanks to all for so much help... I thought I'd never see the light of day. Management is happy and off my back. Thanks for all the hard work on the software, we are really going to get tremendous use out of it! Charles

1 0

Re: Feature Request
by Charles R. "Rusty" Thompson 04 Mar '03

04 Mar '03

> > I would like to request there be more fields for customer contact > > information such as phone, alt phone fax and a few custom fields that can be > > relabeled to meet the needs of the OTRS implementor. > > I understand the need for such a feature, no question about this. > In general there is the problem of proper usage and maintenace of > the custom fields in the OTRS (and the underlying database). > > I can say from practical experience, that once a critical number of > companies ans support contracts is reached (two or three dozens probably) > nobody will be able to track changes that have been made to your customer > database, so these changes will not be available in the OTRS. >well, not neccessarily. If you would use the LDAP customeruser module >(ieks, I still haven't finished it *g*) you have only one customer base. >What I could do is to write a generic mapping mechanism that would be >displayed on a customerinfo page. so you can specify as much info with >the aproperiate mapping as you want. Martin, what do you think? Originally when I saw customer code I thought I could cluster support users under a code and logically group people that way but it caused a little confusion so I skipped that. The way I envisioned this (from the end user POV, and what would be optimal since I'm dreaming of something that doesn't exist, is that you have one table of companies, one table of employees (or customers) for that company, one table of products and a table of purchases with support agreement dates. All of these are tied together and work pretty much as explaned above. From the back end though: 1) You add your product/service line to the products table on initial setup. Since we use software, each major release would be a product name.. liek Gage InSite 2003, 2004, etc. 2) Under company you state the company 3) You add multiple purchases/support contracts per purchase for that company and have a notes field so minor revision notes might be added. As people upgrade or contracts expire you simple change this table. 4) You add employees(customers) to a company (if they are a single entity you just name the company their name and treat the corresponding employee like a contact record). I think the customer users and employee table I'm discussing are one and the same and should be to avoid confusion. To access this, it would be a simple link from a ticket view.. You could click and get something like: Joe's Software Joe Mann 123-123-2322 joe(a)software.com 123 West Way Hereville, US 29333 Products: Softsoft 2003 Support Expires:2/14/2003 Softwhat 2002 Support Expires:2/12/2002 I wouldn't even attempt to do anything that calculates the dates and says "this contract is expired, cannot send answer", or even search on those fields, etc. I would simply provide some method of relabeling some custom fields so you can specify what a date or text field relates to. CT

1 0

Always Feature Requests ?!
by Marc Scheuffler 04 Mar '03

04 Mar '03

Hi, there seems to be a global feature request wave. What about this: A Get Next Button Example: There are several pools with emails in. An email agent just want to process easy mails and not to answer difficult emails. But to handle the difficult emails too the agent has only the possibility to press GET NEXT and receives the oldest mails from what pool ever in his personal queue! The amount of the emails send to the personal queue could be defined in the Admin area. The agent is not able to look into the pools to pick his favorites. What do others think about this? Cheers, Marc

1 0