March 2003 - otrs - OTRS mailing lists

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

04 Mar '03

We've been using OTRS in-house for a few days now and I have a request. It appears to me that every time we find something that seems perfect for us, it's always missing one little thing that makes it 100% perfect. OTRS needs to have a few more customer-contact features as you currently have to use external software for this purpose. I realize I could spend time and do this, and probably will, but I'm just putting it out here for consideration by the core developers. We are a software house serving a worldwide customer base and hopefully some of our findings (we've been through about a dozen ticket systems) can help make OTRS even better than it already is. 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. Right now we have to depend on secondary software to lookup customer info and just being able to click a 'customer info' link at a ticket view would save tons of time. Here is a sample of what we might need that others could add to: Company name Employee Name (child table of company) - We are often contacted by up to 5 people in a company on various issues so being able to group emplyees under company (which is close to what company code does but not quite) would be beneficial. Further... a large scale corporation has divisions so the ability to add multiple contacts per company would help in this case. Phone Alt Phone Fax Product (custom) ... sometimes there are multiple products Version (custom) Support Contract? (custom)... we have two support types.. email/web and phone we don't phone unless there is a support contract Support COntract Expiration (custom) You get the idea... an idea as it would relate to OTRS, in our custom software packages for measurement systems we have solved custom field issues through providing eight additional text fields, 8 numeric and two date fields per unique item record. Along with that is a master table of 'labels' by which you can specify what those fields are used for. This allows the end user (OTRS admin in this case) to label Custom1 as Product Custom2 as Version, CustomDate1 as Support Contract Expiration, etc. This keeps OTRS development from forcing people to use canned contact info and allows some flexibility for the end user to configure their own contact system. When displaying custom fields you only show fields for which there is a corresponding label in your label table. CT

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RE: Win2k Mail Sending Problems - Headers Intepreted Differently by different services
by Charles R. "Rusty" Thompson 04 Mar '03

04 Mar '03

Ok.. I've done some more searching on my problems with munged headers coming out of OTRS and now have it tracked down to specifics. I don't know enough about mail headers to get this to do what I think needs to be done. If anyone could help me figure out what's going on I'd appreciate it. We're ready to throw the switch on this and start using it in house the second this last issue is resolved. Problem #1 ---------- The emails coming from OTRS appear to have no newlines in their headers and thus I'll end up with this as a message body: -------------------- Content-Disposition: inline Content-Transfer-Encoding: 8bit MIME-Version: 1.0 Message-Id: <1046699177.1251.2194519043.5.1(a)www.indysoftsuppport.com> From: IndySoft Support <otrs(a)indysoft.com> Organization: IndySoft Corporation X-Mimetools: 1.1 X-Mailer: MY OTRS Mail Service (1.2) X-Powered-BY: OTRS - Open Ticket Request System (http://otrs.org/) To: <charlest(a)indysoft.com> Date: Mon, 03 Mar 2003 08:46:17 -0500 Subject: [indysoft] [Case#: 1000013] Re: Test Support Sehr geehrter Charles R. \Rusty\ Thompson, Danke für Ihre Anfrage. "Charles R. \"Rusty\" Thompson" <charlest(a)indysoft.com> wrote: > I want a case number > -- Thanks, OTRS Admin IndySoft Support -- -------------------- Out of curiosity I opened the email and saved it as a .eml (Outlook email format). When I opened it, same difference. So then I added newlines after each header item and resaved the .eml -------------------- Content-Disposition: inline Content-Transfer-Encoding: 8bit MIME-Version: 1.0 Message-Id: <1046699177.1251.2194519043.5.1(a)www.indysoftsuppport.com> From: IndySoft Support <otrs(a)indysoft.com> Organization: IndySoft Corporation X-Mimetools: 1.1 X-Mailer: OTRS Mail Service (1.2) X-Powered-BY: OTRS - Open Ticket Request System (http://otrs.org/) To: <charlest(a)indysoft.com> Date: Mon, 03 Mar 2003 08:46:17 -0500 Subject: [indysoft] [Case#: 1000013] Re: Test Support Sehr geehrter Charles R. \Rusty\ Thompson, Danke für Ihre Anfrage. "Charles R. \"Rusty\" Thompson" <charlest(a)indysoft.com> wrote: > I want a case number > -- Thanks, OTRS Admin IndySoft Support -- -------------------- When I opened this one..viola! It appears as it should with the To: Subject, etc all where they are supposed to be. Somehow the newlines in the headers are getting truncated. So I started looking at SendArticle.pm for missing newlines... no dice there. I traced the packages through MIME and Mail and finally got dizzy and had to quit :) Then I created a new account with an email address on a totally different service than I had been using to test and that account worked! Weird... So I tried a third different service. That one failed. When replying to a Queue Message, Outgoing mail to Dell Hosted Services and Bellsouth accounts get munged while mail going to Verio services does not. I would speculate the headers aren't being read correctly but then I think "How could the mail get sent?" Not knowing much about mail sending I am assuming that the headers are primarily for client interpretation while the actual delivery to the To/Cc is done through command line parameters or the like. Possible Cause??? I *think* what is going on here is that some mail servers munge up the headers (maybe something in the order or syntax confuses them?) while others leave them be. I can visually see a difference in the headers from one service to the other so I'm very confused how this is happening. Problem #2 ---------- At this point I decided ok... let's see where else this occurs. I discovered this... sending an email via the AdminEmail utility, only the From field is placed correctly in the received mail. There appears to be an additional newline after the From: field which prevents the subject and rest of the lines from being read correctly. At this point I'm wondering what, if anything, can be done to get this mess straightened out. I think all that needs to occur is either some resorting of the headers, making sure something is in the header that should be, or making absolutely certain the newlines are in there properly. All in all... I see something here that isn't working 100% of the time so my first guess is a more generic header needs to be generated and I'm not sure how that's done. I'm still poking around but management won't let me 'play' with this much longer. I've invested a good bit of time in this and really don't want to have to go to them and say we gotta switch to yet another package. Charles

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Diego Fernandez/Openware/AR está ausente de la oficina.
by Diego Fernandez 04 Mar '03

04 Mar '03

Estaré ausente de la oficina desde el 03/03/2003 y no volveré hasta el 03/10/2003. Responderé a su mensaje cuando regrese. Durante mi ausencia contactarse con Diego Mascietti y/o Carlos Crembil.

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Auto-Responders
by Charles R. "Rusty" Thompson 04 Mar '03

04 Mar '03

I can't seem to get the auto responders to work in the following manner. Can someone coach me on how to set this up? We have a multi-tier support system as follows: Incoming Tier 1 Tier 2 Tier 3 Critical Incoming Web Posts or Emails go into the Incoming Queue. Once reviewed, if the request is indeed an issue, it is moved into Tier 1. From that point I would like to have OTRS fire off an email to the sender stating that the case has been opened and provide the case (ticket) number for tracking purposes. Afterwards, any incomimg mail for that case should go to Tier 1 queue automatically as it has been pre-qualified. I assumed the auto-response along with the email routing could do this but it's escaping me how to set it up to work as expected.

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RE: [otrs] Queue view question
by Covert, Jake 03 Mar '03

03 Mar '03

Thanks for all the hard work! -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Monday, March 03, 2003 2:18 AM To: otrs(a)otrs.org Subject: Re: [otrs] Queue view question 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 _______________________________________________ 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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Feature request
by Covert, Jake 03 Mar '03

03 Mar '03

Feature Request: 1) Add / Enable a customer preference that allows them to only see their open tickets in the 'My Tickets' view. Cheers, Jake Covert

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Queue view question
by Covert, Jake 03 Mar '03

03 Mar '03

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. Any thoughts? ----- Jake Covert -----

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Feature request
by Covert, Jake 03 Mar '03

03 Mar '03

Feature request: 1) Phone number field for the customers and a way to make this field mandatory. Jake Covert

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