March 2003 - otrs - OTRS mailing lists

Attach note when moving ticket to new queue
by ajrothstein＠yahoo.com 25 Mar '03

25 Mar '03

Is their any way to require an agent to attach a note when moving a ticket to a new queue? I'd like to be able to force an agent to attach an explanation of why the ticket is being moved. Thanks, - Alan -

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RE: [otrs] Feature Requests
by Covert, Jake 24 Mar '03

24 Mar '03

Great! :-) -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Monday, March 24, 2003 11:04 AM To: otrs(a)otrs.org Subject: Re: [otrs] Feature Requests Hi Jake, On Mon, Mar 24, 2003 at 10:36:53AM -0500, Covert, Jake wrote: > Yes, this is what I meant. Sorry for the confusion: > ==================== > Auto-notification-email to the > customer (with the phone number of the new agent) if the owner/agent of the > ticket has changed? > ==================== Fine! This works with the current cvs version. Let me see if this is what you want. 1) Enable customer ticket-owner notifications -=> AdminArea -=> Queue -=> (select your queue for customer ticket-owner notifications, maybe each queue) -=> Set 'Customer Owner Notify' to 'Yes'. 2) Add a new agent preferences item (the phone number) to Kernel/Config.pm [...] $Self->{PreferencesGroups}->{Phone} = { Colum => 'Other Options', Label => 'Phone', Type => 'Generic', Desc => 'Agent phone number.', Data => '$Env{"UserPhone"}', PrefKey => 'UserPhone', Activ => 1, }; [...] and add this option to the used options by adding the following to Kernel/Config.pm [...] $Self->{PreferencesView} = { 'Mail Management' => [ 'NewTicketNotify', 'FollowUpNotify', 'LockTimeoutNotify', 'MoveNotify', ], Frontend => [ 'Language', 'Charset', 'Theme', 'RefreshTime', 'QueueView', ], 'Other Options' => [ 'Password', 'CustomQueue', 'SpellDict', 'Phone', ], }; [...] -=> The agent is able to set/change the own phone number via the agent Preferences. 3) Modify the 'customer new-ticket-owner notifications' by adding the following to Kernel/Config.pm [...] $Self->{CustomerNotificationBodyOwnerUpdate} = " *** THIS IS JUST A NOTE *** The owner of your ticket '<OTRS_TICKET_NUMBER>' has been changed to '<OTRS_CUSTOMER_UserFirstname> <OTRS_CUSTOMER_UserLastname>'. The phone number is: <OTRS_CUSTOMER_UserPhone> <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>custome r.pl?Action=CustomerZoom&TicketID=<OTRS_TICKET_ID> Your OTRS Notification Master *** THIS IS JUST A NOTE *** "; [...] That's all. The sender will get a notification with the phone number of the new agent on each ticket owner update. > Jake 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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RE: [otrs] Feature Requests
by Covert, Jake 24 Mar '03

24 Mar '03

Yes, this is what I meant. Sorry for the confusion: ==================== Auto-notification-email to the customer (with the phone number of the new agent) if the owner/agent of the ticket has changed? ==================== Cheers, 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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postgresql wierdness
by Frank Barton 24 Mar '03

24 Mar '03

I just set up otrs with postgresql, and it seems to be working fine, however, whenever I submit a page I get an error page, and then I refresh it appears to have worked. any clues as to why this has happened? It claims that the database otrs doesn't exist. but it obviously does, becuase it's been using it the apache error log shows: null: DBI->connect(database=otrs;host=localhost;) failed: Unknown database 'otrs' at /opt/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 77 ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: linux Time: Mon Mar 24 10:03:06 2003 Message: Unknown database 'otrs' Traceback (16323): Module: Kernel::System::DB::new Line: 55 Module: Apache::ROOTstarwolf_2ebiz::otrs::index_2epl::handler Line: 69 Module: (eval) Line: 143 Module: Apache::Registry::handler Line: 143 any help would be most appreciated -- Frank Barton Starwolf.biz Systems Administrator www.starwolf.biz/~pauling (My Key is linked there.)

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Feature Requests
by Covert, Jake 24 Mar '03

24 Mar '03

A few feature requests that might help along with the next version: 1) Create an admin interface page to cover the functions / capabilities of the 'GenericAgent.pm'. This can be a few options and move / execute commands. 2) My technicians would like individual automated replies to messages assigned to them. Mainly so that their phone number can be sent out. I 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 ================================================= Great work so far, and I appreciate all the hard work. Cheers, Jake Covert

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roblem Running Multiple Instances of OTRS
by Alan J. Rothstein 24 Mar '03

24 Mar '03

I'm trying to run two instances of OTRS under one server. The server is running Solaris 8 with Apache 1.3.27 and mod_perl 1.27. I've installed one in /opt/otrs (1.0.1), the second in /opt/otrs_is (1.0.2). One is using a user called otrs, the second a user called is_issue. I've set up two databases, one called otrs, the second called otrs_is. Each system has unique TicketHook, Database, DatabaseUser, DatabasePW, SystemID in it's Config.pm file. In the httpd.conf file I have the following: Perlrequire /opt/otrs/scripts/apache-perl-startup.pl Alias /otrs/ "/opt/otrs/bin/cgi-bin/" <Location /otrs> SetHandler perl-script PerlHandler Apache::Registry Options ExecCGI PerlSendHeader On </Location> Perlrequire /opt/otrs_is/scripts/apache-perl-startup.pl Alias /is_issue/ "/opt/otrs_is/bin/cgi-bin/" <Location /is_issue> SetHandler perl-script PerlHandler Apache::Registry Options ExecCGI PerlSendHeader On </Location> My initial install in /opt/otrs works fine. If I then try to use the second one http:://hostname/is_issue/index.pl I end up getting the the queview for the initial install rather than the login screen for the second. It seems like no matter what I do I end up back at the /opt/otrs install. One thing I noticed is that the startup script (apache-perl-startup) has the /opt/otrs hard coded in it (lines 10&11). I tried changing this in the /opt/otrs_is instance, but it did not help. It occured to me that the two startup scripts each try and update perl's lib path (@INC) so that when the script later does the: use Kernel::Config, it will always get whichever Config.pm shows up first in the perl library path. To confirm this, I switched the order of the Perlrequire lines in my httpd.conf. Sure enough, I could only get to the /opt/otrs_is instance. So, am I doing something wrong? Have I missed something? Anyone out there have two instances of OTRS running under mod_perl? Thanks in advance for any help. - Alan -

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Deleting System Email Addresses
by Jim Wight 23 Mar '03

23 Mar '03

How can I delete system email addresses? I have been experimenting with these, not realising that they appear in a dropdown menu on the customer New Ticket screen. I have managed to "hide" one I don't want by forcing it down the sort order, but I'd rather it wasn't there at all. Jim

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Bad RFC822 field name 'R0c0-Path' with PostMaster.pl
by T S 23 Mar '03

23 Mar '03

I receive this error when piping a mailbox to PostMaster.pl cat /opt/otrs/doc/test-email-1.box |/opt/otrs/bin/PostMaster.pl Bad RFC822 field name 'R0c0-Path' at /opt/otrs/Kernel/cpan-lib/Mail/Internet.pm line 118 So it causes the process of picking up /opt/otrs/var/spool/* to fail. Yet, when I use procmail, the messages DO WORK...or if I do in /etc/aliases, this also works: support: "|/opt/otrs/bin/PostMaster.pl" I can't figure out why this happens, though it is something to do with the top headers: >From darthvader(a)otrs.org Fri Dec 21 23:55:24 2001 Return-Path: <darthvader(a)otrs.org> Received: (from darthvader@localhost) by avro.de (8.11.3/8.11.3/SuSE Linux 8.11.1-0.5) id f3MMSE303694 for martin@localhost; Fri, 21 Dec 2001 23:55:24 +0200 If I remove these, it works fine (i.e. just the rest of the headers and message piped doesn't cause this error. I am using Redhat 8, with the RPM installation. Everything else is working fine. Thanks, Tara _________________________________________________________________ MSN 8 with e-mail virus protection service: 2 months FREE* http://join.msn.com/?page=features/virus

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html formatted emails
by Covert, Jake 23 Mar '03

23 Mar '03

It appears that OTRS 1.0.1 does not have the ability to process html formatted emails received from the customer. Is this a known limitation? Cheers, Jake Covert

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GenericAgent.pm question
by Covert, Jake 23 Mar '03

23 Mar '03

Using the GenericAgent.pm how would I reference a ticket by it's ticket number for delete? Would it be as simple as this below? ================================== [...] # -- # [name of job] -> close and delete all tickets in queue delete # -- 'delete' => { # get all tickets with this properties Ticket => '10105521', # new ticket properties (no option is required, use just the options # witch should be changed!) # DELETE! Delete => 1, }, [...] ================================== Cheers, ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com *********************************

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