March 2003 - otrs - OTRS mailing lists

Another feature request
by Moshe Leibovitch (SoftLink) 26 Mar '03

26 Mar '03

Hi, We would like to be able to "reply" from zoom to an agent reply, not the customer email. The reason for this is that sometimes one agent gives partial answer and another agent wants to refer to the reply given by the first one. The only way we found of doing it is by cut and paste. Regards, Moshe

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Re: feature request and question
by Moshe Leibovitch (SoftLink) 25 Mar '03

25 Mar '03

Hi, An idea... Maybe a "next state" of "open - new ticket" will be more appropriate. Thanks, Moshe

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Re: feature request and question
by Moshe Leibovitch (SoftLink) 25 Mar '03

25 Mar '03

Hi, >> 1. can agent open a new ticket for customer in a reply? what happens is that >> customers always "reply" to the last agent reply, even if this is a totally >> new and unrelated problem. > >No, you need to open the phone view and cut & paste the new ticket infos >into the phone view. Then press "create" and a new ticket is created. > > -=> Of course a functions (link) would be nice for this. I put it to the > TODO-list (misc). Yes, a more straight forward way of doing this will be very nice. I think this is a very useful function. >> 2. we had a problem with the agent compose page expiring during the time >> that he wrote the answer. I am not sure where this can be set (we are using >> apache on redhat7) > >What is expired? The OTRS session (needed to login again)? No, it is not session expiry, but page expiry. I understand this probably has nothing to do with OTRS, I was just wondering if you encountered this problem. The agents work through squid, and it might have expiry of its own. Too many links on the way - browser, squid, apache... Thanks, Moshe

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Passwords lost after httpd restart
by T S 25 Mar '03

25 Mar '03

Under RedHat 8, otrs 1.0.2, using RPM install, the passwords are lost after each httpd restart for all users. There are no errors reported in the logs (other than incorrect password) If I ask for a new password by email, it is sent, and I can login. Restart again, and THAT password is lost. Help please! Tara _________________________________________________________________ Tired of spam? Get advanced junk mail protection with MSN 8. http://join.msn.com/?page=features/junkmail

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Status Scheme
by Open Ticket Request System 25 Mar '03

25 Mar '03

Hi, I'm new to this list and to OTRS, but I have what is probably a basic question regarding the OTRS system. We've installed OTRS 1.0.1 on a machine to help us with a trouble request system. We are looking for a way to change the status of a message to open from new when adding a note, or a way to show on the main QueueView that a note has been added to a message. We get too many messages in a day to check with each one as to whether or not a note has been added and someone in the group is working on it. If there isn't a way, has anyone come up with a good scheme to work around this? Ben Wolpoff

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Re: [otrs] Passwords lost after httpd restart
by T S 25 Mar '03

25 Mar '03

I am using defaults, though I am not sure how to determine this. rpm -q mod_perl mode_perl-1.99_05-3 Now one thing I have discovered, is that if I don't have this in my Config.pm: $Self->(TicketStorageModule) = 'Kernel::System::Ticket::ArticleStorageFS'; Then the passwords work fine! Take it out, they work, put it in, they are broken (in the way I described, until a restart) >From: Martin Edenhofer <martin(a)edenhofer.de> >Reply-To: otrs(a)otrs.org >To: otrs(a)otrs.org >Subject: Re: [otrs] Passwords lost after httpd restart >Date: Tue, 25 Mar 2003 07:30:15 +0100 > >Hi Tara, > >On Mon, Mar 24, 2003 at 09:07:05PM -0800, T S wrote: > > Under RedHat 8, otrs 1.0.2, using RPM install, the passwords are lost >after > > each httpd restart for all users. > > > > There are no errors reported in the logs (other than incorrect password) > > If I ask for a new password by email, it is sent, and I can login. >Restart > > again, and THAT password is lost. > >Do you use mod_perl2? The default package of RedHat 8? > > > Tara > > Martin > >-- >Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ >-- >Old programmers never die. They just branch to a new address. > >_______________________________________________ >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 _________________________________________________________________ Add photos to your e-mail with MSN 8. Get 2 months FREE*. http://join.msn.com/?page=features/featuredemail

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Fwd: Cron <otrs@admin> $HOME/bin/PostMasterPOP3.pl >> /dev/null
by Bryan Fullerton 25 Mar '03

25 Mar '03

So... what causes this? I'm using 1.0.1. Thanks, Bryan Begin forwarded message: > From: otrs(a)admin.samurai.com (Cron Daemon) > Date: Mon Mar 24, 2003 17:40:02 Canada/Eastern > To: root(a)localhost.samurai.com > Subject: Cron <otrs@admin> $HOME/bin/PostMasterPOP3.pl >> /dev/null > > Use of uninitialized value in concatenation (.) or string at > /usr/local/otrs/Kernel/System/EmailParser.pm line 166.

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SQL cleanup script
by Charles R. "Rusty" Thompson 25 Mar '03

25 Mar '03

In time I could do this myself but I was wondering if anyone had written a cleanup script for the OTRS database. After the mail, users, etc are set up we have a testing cycle. After that testing it would be nice to be able to clear all the cases from the system, leaving the core user and setup data intact. If anyone has a scrub script or could give some guidelines on what can/should be deleted by force it would be great. CT

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feature request and question
by Moshe Leibovitch (SoftLink) 25 Mar '03

25 Mar '03

Hi all, So far, so good. OTRS is working very well. Two things - 1. can agent open a new ticket for customer in a reply? what happens is that customers always "reply" to the last agent reply, even if this is a totally new and unrelated problem. 2. we had a problem with the agent compose page expiring during the time that he wrote the answer. I am not sure where this can be set (we are using apache on redhat7) Thanks, Moshe

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RE: [otrs] Feature Requests
by Covert, Jake 25 Mar '03

25 Mar '03

Any thoughts on the admin interface to the GenericAgent.pm? Jake -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Monday, March 24, 2003 10:25 AM To: otrs(a)otrs.org Subject: Re: [otrs] Feature Requests Hi Jake, On Mon, Mar 24, 2003 at 08:39:38AM -0500, Covert, Jake wrote: > A few feature requests that might help along with the next version: > [...] > 2) My technicians would like individual automated replies to messages > assigned to them. Mainly so that their phone number can be sent out. I > [...] What do you mean with "automated replies"? Auto-notification-email to the customer (with the phone number of the new agent) if the owner/agent of the ticket has changed? > figure this can be done in two possible ways. The first way seem is the > easiest, but less flexible: > > a) Create a tech_phone_number variable in the system and then I can update > the standard signature line to just add that in to all of our emails. > > b) Create a Auto Responses <--> Tech Lead mapping. I like this one a lot. > This would allow a nice email to go our to the customer notifying them to > who their ticket was assigned to and what that Tech's specific contact > information is. > > 3) Add some delete capabilities to the interface. I've noticed that the > following areas in the interface do not have any delete capabilities: > > a) Queues > b) Signatures > c) Responses > d) Email Addresses > e) Auto-Responses > f) Responses > g) Attachments A real "delete" from the database is on the todo-list. It's a problem because of the database id references. But we work on it. Anyway, currently have the possibility to set the record to 'invalid'. -=> Then the record is not used in the agent- or customer interface. > Jake Covert Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Perfection is our goal, excellence will be tolerated. -- J. Yahl _______________________________________________ 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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