May 2003 - otrs - OTRS mailing lists

Autoreply with POP3 eMail
by G.T.Smith 23 May '03

23 May '03

All, I am in the process of doing a test evaluation of OTRS for some support functions at our institution. I have come across a rather odd problem. The auto-reply function on a particular queue works fine when a mail is sent directly to the server and delivered to the queue, but when I configure the server to use POP3 to download messages from an external mail box to the same queue the auto-reply function does not run for these messages. What I wish to know is this expected behaviour or is there something I have missed? I will be trying out a fetchmail based configuration later. ====================================================== G.T.Smith Computer Officer ASSL mailto:G.T.Smith@bham.ac.uk ====================================================== When you Have lost your inns, drown your empty selves, for you will have lost the last of England.. Hilaire Belloc ======================================================

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RE: [otrs] How to assign a ticket to 1 specific agent?
by Erik Mathis - ATL Dunwoody Staff 22 May '03

22 May '03

Click on ZOOM then OWNER. Select the agent, and type away. Erik Mathis AIU Dunwoody Network Administrator emathis(a)aiuniv.edu -----Original Message----- From: Alex Zheng [mailto:azheng@monterey.k12.ca.us] Sent: Wednesday, May 21, 2003 4:22 PM To: otrs(a)otrs.org Subject: [otrs] How to assign a ticket to 1 specific agent? Here is my queue set-up: IT Software Hardware So IT is the top level queue, and software and hardware are subqueues with multiple people assigned to it. Now if the manager wants to reassign a task to a specific person(once he receives a ticket from a customer), what can he do? _______________________________________________ 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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Workflow mechanism with OTRS? (question+idea)
by Christian Hammers 22 May '03

22 May '03

Hello We're currently using the RUST ticket system and would like to switch to something else which offers a kind of workflow-ticket classes. What I mean is that a ticket can be of a specific class which has some predefined points which when reached activate some actions like assigning another group, altering the priority or state etc. To make it clearer an example: * A ticket of class "Installation" is opened by an employee. * He enters the customer's address etc and clicks on "stage1 reached" or similar. * The ticket gets automatically assigned to the tech group with a medium priority. * They install whatever and click on "stage2 reched". * The ticket then gets automatically back to the account manager who checks that everything was ok and writes the bill and closes the ticket. I know from the docs that there are some hooks for little robot scripts but I wonder if anybody has ever implemented the above idea? If not I have some ideas with special keywords like X-Checkpoint: 1,2,3 X-Assign 1 tech(a)example.com X-Priority 1 medium X-Priority 2 important X-Tags 3 + billing and X-Reached 2 The robot would then check the mail of a thread from top to bottom, parses the first set of commands and look if it finds some "reached" lines. The could e.g. be hidden by the web frontend and be displayed in form of a little checkbox field on the side so that every collegue is able to easyly use them. Any comments? bye, -christian- -- Christian Hammers WESTEND GmbH | Internet-Business-Provider Technik CISCO Systems Partner - Authorized Reseller Lütticher Straße 10 Tel 0241/701333-11 ch(a)westend.com D-52064 Aachen Fax 0241/911879

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agent can be a customer?
by Alex Zheng 21 May '03

21 May '03

I saw this option under Default.pm. But even when I turn it on, how can I submit a ticket as an agent? Default.pm: $Self->{AgentCanBeCustomer} = 1; Thanks!

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Stats Graph Error
by L. Mark Stone 21 May '03

21 May '03

Trying to get graphs on an OTRS 1.1.1 system on SUSE 8.1. I get the following error: bero:/opt/otrs/bin # ./mkStats.pl Can't locate GD/Graph.pm in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib /opt/otrs /usr/lib/perl5/5.8.0/i586-linux-thread-multi /usr/lib/perl5/5.8.0 /usr/lib/perl5/site_perl/5.8.0/i586-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl .) at ./mkStats.pl line 37. BEGIN failed--compilation aborted at ./mkStats.pl line 37. bero:/opt/otrs/bin # Line 37 reads: use GD::Graph; What am I missing? Thanks! _____________________________________________ A Message From... L. Mark Stone Reliable Networks of Maine, LLC 477 Congress Street, 5th Floor Portland, ME 04107 Tel: (207) 772-5678 Cell: (917) 597-2057 Email: LMStone(a)RNoME.com Private: LMStone(a)LMStone.com Web: http://www.rnome.com

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How to assign a ticket to 1 specific agent?
by Alex Zheng 21 May '03

21 May '03

Here is my queue set-up: IT Software Hardware So IT is the top level queue, and software and hardware are subqueues with multiple people assigned to it. Now if the manager wants to reassign a task to a specific person(once he receives a ticket from a customer), what can he do?

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Auto-reply problem
by Sadri Sahraoui 21 May '03

21 May '03

Hi I Just upgraded to v1.1.1, and I have a problem with auto-reply. All works fine (notification, sending reply's etc..) just the auto-reply, I guess that I setup all things correctly, just like older version (1.0.1), so there's no auto reply at all. Does anybody have any clue. NB : I'm running otrs under Redhat 8.0 Thank's Sadri Sahraoui -- ______________________________________________ http://www.linuxmail.org/ Now with e-mail forwarding for only US$5.95/yr Powered by Outblaze

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Second System Email Address
by FSackewitz＠hasco.com 21 May '03

21 May '03

Hi folks! I've setup a second system email address for otrs in the AdminArea - Email Addresses - System Email Address Management, so people can send mails to helpdesk(a)my.local.domain. Where I have to say otrs, that it has to pick up emails for this account too? Till now I find in the RAW-Queue only emails for otrs(a)my.local.domain. Thx! -- Bye Frank Sackewitz

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How to prevent unauthorized person submit ticket via email?
by Alex Zheng 21 May '03

21 May '03

Is there way to verify the from email address so that only valid customer can submit ticket via email? If YES, which module am I supposed to modify to include this function?

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Graph in Stats
by Tim Notestein 20 May '03

20 May '03

I don't appear to get any errors... but I'm not getting any graphs on my Stats page. Any ideas?

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