April 2003 - otrs - OTRS mailing lists

Feature Request
by Covert, Jake 08 Apr '03

08 Apr '03

When searching for a ticket, and a match is found (based on whatever criteria was used), multiple instances of the same ticket are presented. Is there a way for the search results window to display only 1 return for each ticket that matches the search string, even if multiple hits came up from within a ticket. (Maybe a drill-down option to see where in this given ticket my search came back positive...) Cheers, Jake

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Feature Request
by Covert, Jake 08 Apr '03

08 Apr '03

When using the responses that can be made available to a queue, it puts the text at the bottom of the message with all of the ticket email reply history at the top (this can be a lot, if the ticket has had some activity). Is there a way to put the response text at the top the email that's generated? Jake

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Article type
by Daniel Balan 08 Apr '03

08 Apr '03

hello OTRS Team, Great work. Question: If I am forwarding a ticket I have 2 option at Article type: 1.email-external 2.email-internal What does this means ? Regards, Daniel

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SMP Kernel; Rebuild RPM?
by L. Mark Stone 08 Apr '03

08 Apr '03

I'm running OTRS on a Compaq 6400R, with two PIII 500MHz Xeons (2MB cache each). Linux is SuSE Professional 8.1 with the SMP kernel. I initially installed the i386 rpm, but am wondering if instead I should get the source rpm, run "rpm --rebuild ..." and then install that rpm? Thanks! Mark -- ___________________________________________________________________ A Message From... L. Mark Stone http://www.lmstone.com

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Customer ticket management interface
by travis＠cloudmark.com 08 Apr '03

08 Apr '03

We are currently evaluating OTRS. I was wondering if any of the current users are allowing their customers to manage their own tickets - view status and history. Everyone I have seen so far is only receiving submissions via a form and replying via email. I believe OTRS has this functionality, but I haven't seen anyone using it. If an OTRS user is utilizing the customer interface, please direct me to your support site. I would like to see what the OTRS solution looks like from the customer's perspective. Thanks for your help. Travis Murdock Cloudmark 415-543-1220 ext. 207 - work 650-740-6055 - cell travis(a)cloudmark.com _____ I've stopped 13,505 spam messages. You can too! Get your free, safe spam protection at www.cloudmark.com <http://www.cloudmark.com/spamnet?v1> <http://www.cloudmark.com/>

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shared memory problems
by jules 08 Apr '03

08 Apr '03

otrs (1.0) was working fine for a several weeks until i had to reboot the machine. after the reboot the whole system is porked. every component dies while attempting to get the shared memory segment for Log.pm [line 60]: /home/otrs/Kernel/System/Log.pm line 60. $Self->{Key} = shmget($Self->{IPCKey}, $Self->{IPCSize}, 0777 | 0001000) || die $!; where does this shared memory segment get created??? ~j

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Install OTR in a Cobalt Server
by jprk500 08 Apr '03

08 Apr '03

I would like if is it possible to install OTR in a Cobalt server RAQ3 We're using msql,phpmyAdmin and php 4 Thank you jesus

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easy questions
by ahall＠coxnews.com 08 Apr '03

08 Apr '03

Greetings, If a 'note internal' is not a private note then what is the difference between a 'note internal' and a 'note external', when adding a note to a ticket? Stats: What statistics are available from version 1.0.2-01? All I can see is total tickets with its closed status. What Graphs are available? I see a heading under the 'stats' page, but no graphs, nor did I find any documentation about such. Thanks in Advance, Andrew

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Session time out
by Covert, Jake 08 Apr '03

08 Apr '03

If a session times out, you are logged out and in red text at the top it says: "Session to old!" I think it would be good to change this to: "Session has timed out. Please log in again."

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New Message Indicator Question
by Charles R. "Rusty" Thompson 08 Apr '03

08 Apr '03

One of our techs is getting confused. A customer sends in a support request and is assigned a ticket #. The Tech moves it to Tier 1 Queue then replies. Customer replies back, the You Have 1 New Message indicator shows. Tech replies to that... the new message indicator remains. Sometimes I have the new mail indicator even after I've read a message. What trigger makes this message go away? Opening the mailbox, zooming a ticket, replying? We can't seem to figure it out. The tech can never tell when he really has a new message because of this. CT

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