March 2003 - otrs - OTRS mailing lists

Locking and the Queues
by Nicholas Veeser 30 Mar '03

30 Mar '03

So, fundementally I am at a loss for what locking a ticket means. When does it happend and why? How do queues relate to Locking and incoming mail? Why is it "new message" and not new ticket in incoming queue? Doesn't a message automatically become a ticket and get inserted into the correct queue. Shouldn't it be "new ticket"? Why are locked tickets listed at the top of the menu next to incoming tickets? Is that the same as ownership? Why do queues in QueueView show only new tickets and not open ones? Is that tickets that are not "owned"? Don't I also want to see the stuff I am working on (ie open tickets)? by queue and not just by how I work on them? Summary: Basically, I am looking for an explaination of the general/abstract model. Mostly my questions come from not understanding your data model. Again, so far, looks really cool. Thanx Nicholas

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Bounce text question
by Covert, Jake 30 Mar '03

30 Mar '03

I can't quite figure out where the text is set that comes up when you bounce an email with the 'Bounce' button on zoom view. Cheers, Jake

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mass close tickets / tickets not going into queue
by ahall＠coxnews.com 28 Mar '03

28 Mar '03

Greetings, I have two questions: 1. I have 294 tickets in my Raw queue that I want to close. My setup is still in testing so, I just wanna close em all. Can I do that via the OTRS interface? If not what do I need to update in the db to close them all correctly. 2. I have setup a lot of email address in the 'email addresses' section, but new tickets are not being put into the appropriate queue(s). Any suggestions on how to debug this? Thank you in advance. Drew

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RE: [otrs] Admin Email?
by DTerrell＠Delphi-Tech.com 28 Mar '03

28 Mar '03

Thanks for the info, I did restart the webserver immediately after making that change but it didn't show that change on the page...which is why I was configused. I just manually killed and restarted the web services and all was happy...go figure, maybe I need to have a look at my startup scripts! -Dave -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Friday, March 28, 2003 12:38 PM To: otrs(a)otrs.org Subject: Re: [otrs] Admin Email? Hi Dave, On Fri, Mar 28, 2003 at 10:14:13AM -0500, --------(a)Delphi-Tech.com wrote: > When going to send out an admin email from the admin view OTRS is using a > certain From address. I don't know where it got this address from (I've > changed $Self->{AdminEmail} = in Kernel/Config.pm but it still doesn't > change on the page). Where can I go to change this address? AdminEmail in Kernel/Config.pm is the right one! -=> If you use mod_perl, restart your werserver and it will work. > Dave 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

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Admin Email?
by DTerrell＠Delphi-Tech.com 28 Mar '03

28 Mar '03

When going to send out an admin email from the admin view OTRS is using a certain From address. I don't know where it got this address from (I've changed $Self->{AdminEmail} = in Kernel/Config.pm but it still doesn't change on the page). Where can I go to change this address? TIA Dave

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pending close
by Nicholas Veeser 28 Mar '03

28 Mar '03

What does that mean as a state? And what is "pending close +" vs "pending close -" Thanx Nicholas

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RH8.0 MySQL and OTRS NOTES
by Nicholas Veeser 27 Mar '03

27 Mar '03

So I played with the spec file for 7.x to get OTRS to work on RH8.0. I had some notes about installation for anyone who tries and some thoughts on packaging for RH8. 1. Requires: I had to adjust the Requires list to match up with the current versions on RH8 perl-Digest-MD5 is default on RH8 and not a package perl-MIME-Base64 is default on RH8... sendmail replaced with MTA metapackage cause I use postfix mysqlclient is now at 10 and is a part of mysql apache is now called httpd 2. Auto update of httpd.conf In the post-install, the spec file appends the include of the apache-httpd.include.conf file to the end of httpd.conf. I did not notice this, and since it does not work with apache2, this cause me no end of trouble to track down. this leads to 3 3. /etc/httpd/conf.d Apache2 on RH8 has a dir called /etc/httpd/conf.d, specifically for packages. In the install phase of the spec file, I installed the apache2-httpd.include.conf file there as otrs.conf. When you install the package, the conf file appears under apache and will be loaded the next time apache is loaded. (I assume this is what you want). 4. Net-LDAP and perl-GD et al. These two perl packaged are considered optional as they are only used as for certain modules. Redhat though, finds references to them in code and determines them as requirements. As they are not part of the standard distribution and there are no contrib packages available, this is hard if you prefer to install modules as packages. Is is possible to separate this code into a different perl module and then package? This would allow allow installation of these features (as well as their required modules) to be optional. otrs-version.i386.rpm otrs-ldap-version.i386.rpm otrs-GD-version.i386.rpm 5. apache2-httpd.include.conf This file uses <IfModule> directives. These did not work for me out of the box, and once I removed them, things worked find. I am not sure why and did not delve into it, so there maybe something I did wrong, but, I thought that might be usefull. I have using this for a week and so far its pretty awesome. Seems like you have headed in a great direction. Many thanks for the work so far. nIcholas

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DELETING CERTAIN EMAILS WITH GENERICAGENT
by Luis Vazquez 27 Mar '03

27 Mar '03

Is there anyway to delete certain emails (with a specific destination address) from one of the queues? I don't want to delete all the emails from the queue just the ones directed to a specific destination address. Thanks Luis

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RUNNING GENERICAGENT.PM
by Cisco 27 Mar '03

27 Mar '03

Hi all: I'm running OTRS and changed the contents of GenericAgent.pm to %Jobs = ( # insert your jobs (see Kernel/Config/GenericAgent.pm.examples) # -- # [name of job] -> close and delete all tickets in queue Junk # -- 'junk' => { # get all tickets with this properties Queue => 'junk', States => ['new', 'open'], Locks => ['unlock'], # new ticket properties (no option is required, use just the options # which should be changed!) New => { # DELETE! Delete => 1, }, }, Because I want to delete the emails in the Junk default queue. How does the GenericAgent.pm runs ? Is it running by default ? Because none of the emails in the Junk queue are deleted. Thanks Luis Vazquez

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Are there any other ticket number modules available?
by Wes Plate 27 Mar '03

27 Mar '03

I understand that people can design their own ticket number formats, but I'm really not capable of doing that. I'm more a copy-paste kind-of-guy. Are there any Ticket Number format modules that are available? I'd like something shorter than DateChecksum, but more interesting than AutoIncrement. -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com Reviewed in DV magazine's September 2001 issue, FOUR Stars! http://www.dv.com/magazine/2001/0901/hullfish0901.html

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