May 2003 - otrs - OTRS mailing lists

Loop protection
by Alex Mihicinac 15 May '03

15 May '03

Hi all, One more question :) How mail loop protection works? I made the following test: - mail arrives to otrs from mailing-list - other maillist watchers need to see replys from otrs, so i set BCC to maillist address - but now i get all BCCs to OTRS like followups? Where is the loop protection here? How come it don't ignore such loop? Thanks! Lp, Alex

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Perl & GD lib
by Alex Mihicinac 15 May '03

15 May '03

Hi all, I have Perl 5.6.1 installed and I'm wondering if it's recommended to upgrade it to Perl 5.8? All about that, because I get this error when generating stats graph: ---- ld.so.1: /usr/bin/perl: fatal: relocation error: file /opt/gnu/lib/perl5/site_perl/5.6.1/i86pc-solaris/auto/GD/GD.so: symbol gdImagePngPtr: referenced symbol not found Killed ---- I've installed all perl modules which are listed in INSTALL text. Best regards, Alex

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Mysql config problem
by George Zullich 14 May '03

14 May '03

Hi, I am hoping someone can shed some light on an issue I am having with ORTS 3 installation. I am installing on a Win2K system. All has installed properly (Perl/Apache2/mod_perl), until the SQL config section. C:\>cd /d d:\mysql D:\mysql>mysql -u root -p password -e 'create database otrs' D:\mysql>mysql -u root -p password otrs < d:\otrs\scripts\database\otrs-schema.mysql.sql D:\mysql>mysql -u root -p password otrs < d:\otrs\scripts\database\initial_insert.sql D:\mysql>mysql -u root -p -e 'GRANT ALL PRIVILEGES ON otrs.* TO otrs@localhost IDENTIFIED BY "some-pass" WITH GRANT OPTION;' D:\mysql>mysqladmin -u root -p password reload I have tried this in all the dirs and there doesn't appear to any commands available to execute the command. I have tried to manually create the dB's with MyAdmin and WinMySql and there is no way to build the dBs or assign rights. I have also tried to install phpMyadmin without success. Any thoughts? TIA Cheers, George Zullich

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FW: Cron <otrs@server> $HOME/bin/GenericAgent.pl >> /dev/null
by Paul 14 May '03

14 May '03

Hi all, I received the following e-mail via cron today. It seems to occur whenever I put a ticket into our Spam queue (which is set up with GenericAgent.pl to delete messages) that hasn't been closed (I think). Any ideas on how to debug/fix it? Thanks, Paul -----Original Message----- From: Cron Daemon Sent: Saturday, May 10, 2003 9:20 PM To: root Subject: Cron <otrs@server> $HOME/bin/GenericAgent.pl >> /dev/null Use of uninitialized value in concatenation (.) at /otrs/Kernel/System/Ticket/SendNotification.pm line 40.

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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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update a ticket via email
by Alex Zheng 13 May '03

13 May '03

Hi, All, Is there anyway you can update a (existing) ticket via email? (so that user /agent do not have to login into otrs web interface at all?) Thanks.

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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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Wishlist :)
by Alex Mihicinac 13 May '03

13 May '03

Hi all, I have one small thing to add it on to the wishlist. It would be nice if there would be a indicator of ticket/article size (maybe attachment size also), just for reference; if someone sends you some .doc file and size is 0, you know there is something wrong with it. Thanks, Best regards, Alex Mihicinac

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Add note to another one's ticket
by Ovidiu Constantin 13 May '03

13 May '03

Scenario: Tickes has owner operator X. Operator Y adds a note to the ticket. When viewed, the note reads: From: Y To: Y Subject: Note! when it should read: From: Y To: X 10x, Ovidiu

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Ticket unlocks when moved to another queue
by Ovidiu Constantin 13 May '03

13 May '03

As as I said in $SUBJ, is this a feature? It does not seem right... 10q Ovidiu

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