April 2003 - otrs - OTRS mailing lists

Creating new tickets and merging tickets
by Paul 26 Jun '03

26 Jun '03

Hi all, I've recently installed OTRS and absolutely have fallen in love with it. It took a bit of time getting it to work across two su_exec domains, but it's finally operating and handling a good deal of our e-mail traffic. I do have two questions though. Is it possible to create a new ticket and send an e-mail to a user without them e-mailing or submitting a ticket first in such a way that when they reply it will be added to that newly created ticket? I don't see this functionality. Is there something I'm missing? Also, occasionally we have more than one ticket that need to be merged. Is this possible? Many thanks for such a great project! Best wishes, Paul

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Multiple Attachments in a Response/Note
by Adrian McCray 14 May '03

14 May '03

When creating a note (or an empty answer for that matter) how do you more than one attachment to the note/answer for a particular ticket? Example 1. Customer creates a ticket. 2. Issue that customer is a known problem that is fixed with an executable and a PDF document explaining how to apply the fix. 3. Agent intends to send FIX.EXE and EXPLAIN.PDF to the customer via the agent web frontend. How do I send both files in the same response? Adrian McCray LAN Manager

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More than one Ticket identifier & ticket keyword
by Alex Mihicinac 13 May '03

13 May '03

Hello! I have two questions: 1) is it possible to have different Ticket identifiers (for each queue one Ticket identifier)? # (To set the Ticket identifier. Some people want to # set this to e. g. 'Call#', 'MyTicket#' or 'TN'.) $Self->{TicketHook} = 'foobar#'; e.g. Queue1 -> Subj: [ foo #: 1243343 ] Queue2 -> Subj: [ bar #. 4384389 ] 2) is there any way to add some kind of keywords to ticket - to make statistics more specific (for e.g. "mark" ticket with keyword PC to define all tickets related with PC support) Any hint more than welcome! Thanks! Best regards, Alex P.S. OTRS rocks!

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QueueView v Mailbox format
by Jim Wight 02 May '03

02 May '03

I like the minimal Mailbox layout in which only "From", "To" and "Subject" are displayed, and would prefer it for QueueView too as more tickets are visible at once when looking for a particular one, or simply choosing one to work on. I hacked the code in an earlier version to achieve the effect (I don't think I even included "To"), but I haven't the stomach to keep on doing it. An option would be nice. Jim

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first login error
by Adam Denenberg 01 May '03

01 May '03

i am getting this on my first login.. DBD::mysql installed successfully and so did the mysql db's.. however getting this in the error log running 1.0.2 on redhat 7.3 thanks [Wed Apr 30 15:51:00 2003] index.pl: DBD::mysql::st execute failed: You have an error in your SQL syntax near ') AND login = 'root@localhost'' at line 1 at /usr/local/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 192. ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: linux Time: Wed Apr 30 15:51:00 2003 Message: You have an error in your SQL syntax near ') AND login = 'root@localhost'' at line 1, SQL: 'SELECT pw, id FROM system_user WHERE valid_id in ( ) AND login = 'root@localhost'' Traceback (7394): Module: Kernel::System::Auth::DB::Auth Line: 88 Module: Kernel::System::Auth::Auth Line: 60 Module: /opt/otrs/bin/cgi-bin/index.pl Line: 183 [Wed Apr 30 15:51:00 2003] index.pl: DBD::mysql::st fetchrow_array failed: fetch() without execute() at /usr/local/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 205. any ideas? thanks adam

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RE: [otrs] Customer User Groups & Broadcast e-mails
by DTerrell＠Delphi-Tech.com 01 May '03

01 May '03

Beautiful, I'll use the note->external here. Another question about the locking, it seems odd that after a ticket is locked it seems to go to a different queue. We definately like the locking ticket idea, but the ability to view others' locked tickets and possibly add notes to that ticket (via follow-up email instead of directly into the ticket perhaps?) would be nice. Like I said before we collaborate on just about everything that comes in, unless its minor, in which case the ticket would most likely be closed by the first person to pick it up. Please also keep in mind we're newbies to this system, I appreciate all of your time greatly. -Dave -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Wednesday, April 30, 2003 2:40 PM To: otrs(a)otrs.org Subject: Re: [otrs] Customer User Groups & Broadcast e-mails Hi Dave, On Wed, Apr 30, 2003 at 01:22:42PM -0400, DTerrell(a)Delphi-Tech.com wrote: > Thanks for the follow-up, knowing this, is there any harm in using > note-external? The way we're trying to do this, since this is replacing an > existing (non-existant) e-mail based helpdesk setup (as in, it was just all > e-mails, no tracking), we all like to see all the tickets, but respond > individually. Its the colaborative effort, since there's only four of us, > that gets all these things done. Being able to reply to agent e-mails isn't > available, adding notes would be...any suggestions on how we might go about > this? Right now we have the default queue and individual queues...but we've > all setup that the custom queue shows each-others' queue. Also, we don't > lock tickets, at least we try not to, but sometimes they still lock (any way > around that, too?). * If you don't want to send emails to the customer us the note-external. It's not active by default because some people was wondering because the customer got no email by adding an external note. * There is no workaround for not locking a ticket if somebody is working on it. Because the locking is one of the main ideas of OTRS. > -Dave 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

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RE: [otrs] Customer User Groups & Broadcast e-mails
by DTerrell＠Delphi-Tech.com 30 Apr '03

30 Apr '03

Very nice, I feel I have contributed in some way...I'm beginning to get a list of things, 'nice to have's if you will. Another that just came in is in the event someone would like to be notified that their ticket has been closed, and other customer users should be notified as well, would there be a way to close and CC or notify other users? -Dave -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Wednesday, April 30, 2003 2:31 PM To: otrs(a)otrs.org Subject: Re: [otrs] Customer User Groups & Broadcast e-mails Hi Dave, On Wed, Apr 30, 2003 at 12:31:22PM -0400, DTerrell(a)Delphi-Tech.com wrote: > While working with OTRS is has become apparent, especially in our companies > alpha-stage testing of it, that we need to contact the customer users. I > think it would be good to also have a customer users grouping, and something > similar to the 'admin email' function, except to email customer users. * The 'contact customer' feature is on the todo list. * You can group customer users by CustomerID. * I added the enhance of AdminEmail with customer user to the todo list (misc - not scheduled yet/nobody is working on it yet). > TIA > -Dave 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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Multi-Agent use question
by Wes Plate 30 Apr '03

30 Apr '03

Right now I am the only "Agent", but that is soon to change. If I reply to a ticket, I become the "owner", right? So any follow-ups are directed to ME and to no other agents, right? What would be the procedure to put one of these follow-ups back into the queue? Or to direct it to a specific agent? I can imagine I can handle the first inquiry, but a follow-up may require that another agent take over, so I'd like to know how that is done. Thank you. -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com Now shipping Automatic Composition Import for Mac AND Windows! http://www.automaticduck.com/products/index.html

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RE: [otrs] Customer User Groups & Broadcast e-mails
by DTerrell＠Delphi-Tech.com 30 Apr '03

30 Apr '03

Thanks for the follow-up, knowing this, is there any harm in using note-external? The way we're trying to do this, since this is replacing an existing (non-existant) e-mail based helpdesk setup (as in, it was just all e-mails, no tracking), we all like to see all the tickets, but respond individually. Its the colaborative effort, since there's only four of us, that gets all these things done. Being able to reply to agent e-mails isn't available, adding notes would be...any suggestions on how we might go about this? Right now we have the default queue and individual queues...but we've all setup that the custom queue shows each-others' queue. Also, we don't lock tickets, at least we try not to, but sometimes they still lock (any way around that, too?). Thanks for helping the newb -Dave -----Original Message----- From: Robert Kehl [mailto:otrs@robertkehl.de] Sent: Wednesday, April 30, 2003 12:57 PM To: otrs(a)otrs.org Subject: AW: [otrs] Customer User Groups & Broadcast e-mails > Also, in using 1.1.0rc2 there isn't the ability to write Note-External? > What am I doing wrong. > > TIA > -Dave Nothing. See this from last Friday on the same list. Regards, Rob -----Ursprungliche Nachricht----- Von: otrs-admin(a)otrs.org [mailto:otrs-admin@otrs.org]Im Auftrag von Martin Edenhofer Gesendet: Freitag, 25. April 2003 16:19 An: otrs(a)otrs.org Betreff: Re: [otrs] 1.1.0-RC2 Note type in 'Note' Hi Jim, On Fri, Apr 25, 2003 at 03:08:22PM +0100, Jim Wight wrote: > The only Note type offered when adding a note is note-internal. It was > the same in RC1. We changed the default note type selection to 'note-internal' (only) because 'note-external' and 'note-report' was confusing the users. -=> Note should just used for Agent<->Agent communication (not Agent<->Customer)! If you know this and you want to have the 'note-external' and 'note-report', add the followig to Kernel/Config.pm [...] $Self->{DefaultNoteTypes} = { 'note-internal' => 1, 'note-external' => 1, 'note-report' => 1, }; [...] > Jim 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 _______________________________________________ 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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Customer User Groups & Broadcast e-mails
by DTerrell＠Delphi-Tech.com 30 Apr '03

30 Apr '03

While working with OTRS is has become apparent, especially in our companies alpha-stage testing of it, that we need to contact the customer users. I think it would be good to also have a customer users grouping, and something similar to the 'admin email' function, except to email customer users. Just a thought. Perhaps its already there, since I've seen so much already in OTRS (great job!). Also, in using 1.1.0rc2 there isn't the ability to write Note-External? What am I doing wrong. TIA -Dave

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