March 2003 - otrs - OTRS mailing lists

Wrong Languages
by Erik Mathis - ATL Dunwoody Staff 18 Mar '03

18 Mar '03

Thank You Erik Mathis ITS Member emathis(a)aiuniv.edu

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Some requests...
by Ovidiu Constantin 18 Mar '03

18 Mar '03

Dear OTRS developers, First of all, congratulations for a beautiful product! It beats a lot of closed-source products out there. We are testing OTRS, and we consider switching to it. We do have some questions, though. We have special needs here and would like to ask the developers if they consider implementing them. 1). We would like to have more "properties" for tickets (different that (sub)queues) - like: Incident type = "Known Bug", "New Bug", "Testing"... 2). We need the possibility for a operator to create new tickets (usually after the problem has been solved). 3). Knowledge Base - we know this is in the not-so-near future, but we are thinking of a multi-category knowledge base, with the possibility to update/add notes to texts, to be able to include the text in the emails, keywords, search engine, "preferred" (or top hits) answers for each operator and queue. 4). We need to be able to see All/Closed/Opened/New tickets in queue view. 5). We also need to be able to filter tickets by date (like between x and y). 6). Now that we're at this, filters from arbitraty criteria would be nice (tikets opened, assigned to X, that have the property "Bug"). Thank you again, and keep up the good work! Ovidiu

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Suse Install - Can't SetPermissions
by Charles R. "Rusty" Thompson 18 Mar '03

18 Mar '03

Ok. it took awhile but I'm now running Suse 8.1, have set up MySQL, Apache, etc and installed the otrs rpm. I went through the installer.pl but have hit a snag. Where it asks me to set file permissions I cannot get the .sh to run in a shell. Each time I get 'command not found'. I checked the case and it was fine. I looked at the .sh and it appears that if I were to leave out parameters I would get a usage display but even that does not work. I'm assuming that something in the .sh is not being resolved and that's where the command not found is coming into play? I tried running it as SetPermissions.sh alone and verified the same error message. This is the only problem so far in what appears to have been an extremely simple setup procedure overall. Any help appreciated CT

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Notes and attachments
by Jim Wight 17 Mar '03

17 Mar '03

A colleague wonders why they can't include an attachment with a Note. And I wonder why I can't send email from a Note. On occasions, I have felt I would like to email the customer as I was looking at a Note, and would have liked to include some of the text in the note as context. Jim

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A "general" request
by Moshe Leibovitch (SoftLink) 17 Mar '03

17 Mar '03

Hi, I often encounter things in the OTRS which I am almost sure were corrected. However, the mailing list site is not very usable for searches, and even seeing threads is not trivial. I am not sure what is the proper way of doing a news group, but it seems that having a google groups presence will definatly make things easier. Regards, Moshe

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RE: [otrs] FW: How can I attach a document in e-mail from connect ion at home ?
by DTerrell＠Delphi-Tech.com 17 Mar '03

17 Mar '03

This was an accidental email that was supposed to go to my test OTRS system, Sorry :/ -----Original Message----- From: DTerrell(a)Delphi-Tech.com [mailto:DTerrell@Delphi-Tech.com] Sent: Monday, March 17, 2003 11:50 AM To: otrs(a)otrs.org Subject: [otrs] FW: How can I attach a document in e-mail from connection at home ? > -----Original Message----- > From: Patty Pietrzak > Sent: Monday, March 17, 2003 9:54 AM > To: ! MIS Help Desk ! > Subject: How can I attach a document in e-mail from connection at > home? > > Thanks, Patty _______________________________________________ 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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FW: How can I attach a document in e-mail from connection at home ?
by DTerrell＠Delphi-Tech.com 17 Mar '03

17 Mar '03

> -----Original Message----- > From: Patty Pietrzak > Sent: Monday, March 17, 2003 9:54 AM > To: ! MIS Help Desk ! > Subject: How can I attach a document in e-mail from connection at > home? > > Thanks, Patty

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Manual ticket generation doesn't show up in queues
by Glenn Engel at home 16 Mar '03

16 Mar '03

I have otrs set up on OS X and it appears to be working from the web interface except that I cannot get any tickets to show up. When I run the test where I cat a message into PostMaster.pl I get a response as follows but all queues still show zero items. The ticketID number increments each time I run the test. Is there something else needed to get the tickets to show up in otrs web pages ? Any suggestions or debugging ideas welcome. -- Glenn bash-2.05a$ cat doc/test-email-2.box | /opt/otrs/bin/PostMaster.pl New Ticket created! TicketNumber: 2003031510000059 TicketID: 6 Priority: normal State: new CustomerID: darthvader(a)otrs.org From: System Tester II <darthvader(a)otrs.org> To: skywalker(a)otrs.org Subject: test 2 MessageID: <20011221002814.A3599@avro> Queue: Raw

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password generation
by Strange, PJ (Philippa) 14 Mar '03

14 Mar '03

additional to previous email The 'lost your password' functionality is on the customer login but only works with existing customers. Would it be possible to remove the customer choose password and have the system create the new account then post the password to the customers email address? Philippa

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passwords
by ahall＠coxnews.com 13 Mar '03

13 Mar '03

Greeting, I have setup otrs and its running. I have an inhouse authentication system used that I have integrated into otrs, but I am stumped on one last issue. I would like to use the encrypted system password for a user and use that as the password for otrs also. 1. Where is the salt defined? I see from the db that the first two characters of the username are used as the salt, but where is that configured? 2. Any suggestions on ways to accomplish this? Thank you in advance. Andrew

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