May 2003 - otrs - OTRS mailing lists

speller
by Alex Mihicinac 09 May '03

09 May '03

Hi all, I'd like to know if there is any way making speller use private dictionary words too (besides primary catalogue dictionaries). Ispell supports that. Private dictionariy is stored in ~/ispell_language file (plain text). Best regards, Alex

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Type-o in default e-mail reply
by DTerrell＠Delphi-Tech.com 09 May '03

09 May '03

Guys, Could someone help me locate this and perhaps fix it? <snip> *** THIS IS JUST A NOTE *** The state of your ticket '1010062' has been chaned by </snip> last I knew, 'chaned' is not how to spell changed :-) and many people have commented on that. -Dave

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RE: [otrs] Out of office admins?
by Erik Mathis - ATL Dunwoody Staff 08 May '03

08 May '03

Since we all touch each others tickets at one time or another, I have queues setup like > Erik's Queue But they are not personal queues I have them move the ticket into their queue before they start to work the ticket. I have also disabled ticket locking as best as I can. Also, you can use the View All tickets and sort by UID. You could also have the tech assign the ticket to someone else before they leave. Or the admin can snatch the ticket from the tech in question. OTRS will do what you want, you just have to be a little creative on how you implament it. Erik Mathis AIU Dunwoody Network Administrator emathis(a)aiuniv.edu -----Original Message----- From: Gary Traffanstedt [mailto:otrs@traffanconsulting.com] Sent: Saturday, May 03, 2003 1:39 PM To: otrs(a)otrs.org Subject: [otrs] Out of office admins? How can I assign each admin a unique login for tracking purposes, yet allow all admins to view each incoming support request whether it's new or a reply to an existing ticket? My problem is that if Admin #1 replies to a concern and then he has a couple days off and the user replies to his message, he won't get it until he's back at work. If he goes on vacation for a week or two, that could be quite a while. So I need a way for other admins to be able to see all new entries as well as replies so that if something comes in for a particular person but he/she is not in the office, it can still get resolved in a timely fashion. Any ideas or solutions that you could pass along? Thank you!! Gary _______________________________________________ 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] Request: User Aliases
by DTerrell＠Delphi-Tech.com 08 May '03

08 May '03

Actually, I was thinking more along the lines of aliasing from the Customer User list as opposed to a whole new address book. I understand it could be confusing, but not having the functionality of aliasing seems a loss to me. Many times more then one person is involved in a ticket, be it their managers or other clients they have for which they've escalated the problem. We'd like to continue informing these people of whatever the situation is... -Dave -----Original Message----- From: Stefan Wintermeyer [mailto:stefan@otrs.org] Sent: Thursday, May 08, 2003 3:37 AM To: otrs(a)otrs.org Subject: Re: [otrs] Request: User Aliases On Thu, May 08, Martin Edenhofer wrote: > On Mon, May 05, 2003 at 03:06:17PM -0400, DTerrell(a)Delphi-Tech.com wrote: > > As part of working with OTRS, when adding a follow-up empty e-mail or what > > have you, we'd like to be able to CC people. Although the ability is there, > > would there be any way to use aliases for those addresses as opposed to > > writing in the whole address. For example, I have the user login dat, his > > e-mail address is dterrell(a)delphi-tech.com, but instead of writing in the > > whole address I'd like to be able to just put in 'dat' and have OTRS look > > through the customer user list for that login... > > Hmmm... you need an address book! I don't know if this is a good idea > for a default installation. It's confusing for agents if the agent can > select customers to CC. > > Any other opinions? I don't think that it is a good idea either. Gruss Stefan Wintermeyer -- Stefan Wintermeyer I'm a doctor, not an escalator. (McCoy) "Star Trek" _______________________________________________ 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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1.1.1 "Can't Connect To..."
by L. Mark Stone 08 May '03

08 May '03

I'm seeing errors in the system log every 10 minutes from Facility OTRS-PM3-7 with message "Can't connect to". I see in the /opt/otrs/.procmailrc file there is a line that tries to pull mail for the OTRS user from mail.example.com. If I comment out this line, the system log error messages continue. I have two POP3 email accounts set up. OTRS pulls from both accounts just fine. What could be causing this error? What else does OTRS need to connect to every 10 minutes? I did not see this with 1.0.2. Thanks for a great product, Mark _____________________________________________ 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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Solving the Outlook Express subject replacement problem
by Paul 08 May '03

08 May '03

Hi, Is it possible (I ask before digging too far in the configuration file) to replace the colon that precedes the ticket number with a hyphen? For example, instead of: [ID#: 20020505000001] Have OTRS use: [ID#-20020505000001] It seems that regardless of the length of a ticket identifier, Outlook express will replace the text in the subject line preceding the first colon, in our case "[ID#:" is replaced with "Re:" I will continue to explore defaults.pm and see if there's something I'm missing, but I don't recall seeing that configuration option. Thanks, Paul

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Request: User Aliases
by DTerrell＠Delphi-Tech.com 08 May '03

08 May '03

As part of working with OTRS, when adding a follow-up empty e-mail or what have you, we'd like to be able to CC people. Although the ability is there, would there be any way to use aliases for those addresses as opposed to writing in the whole address. For example, I have the user login dat, his e-mail address is dterrell(a)delphi-tech.com, but instead of writing in the whole address I'd like to be able to just put in 'dat' and have OTRS look through the customer user list for that login... -Dave

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Email-address customer user
by Wolfgang Ebneter 08 May '03

08 May '03

Hi, I got an error when I tried to insert an email address like xyz(a)osnabrueck.de for a customer user. The error is : Fehler: Email address (xyz(a)osnabrueck.de) not valid (invalid xyz(a)osnabrueck.de (mx)! )! I checked that this is valid address. If I for testing put my email address in the field no error is encountered. Please shed a light onto this. I'm using otrs 1.0rc1 on SUSE-linux. Wolfgang

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PostMasterPOP3.pl error message
by Serge ALGAROTTI 08 May '03

08 May '03

Hello, we try OTRS since a few days. Everything works well, except that we have a error mesage, we doesn't understand. The error is from PostMasterPOP3.pl We have 9 pop3 account for OTRS (and only 9) When we run manually or by cron, we have a message: ================================================================== $HOME/bin/PostMasterPOP3.pl -d 22 No messages (otrs-log(a)log.cma.fr) Connection to log.cma.fr closed. ERROR: OTRS-PM3-10 Perl: 5.6.1 OS: linux Time: Wed May 7 15:40:54 2003 Message: Can't connect to Traceback (22199): Module: main::FetchMail (v1.9) Line: 130 Module: /web/Public-support/otrs/bin/PostMasterPOP3.pl (v1.9) Line: 106 ================================================================== The line 106 is: [...] else { %List = $CommonObject{POP3Account}->POP3AccountList(Valid => 1); foreach (keys %List) { my %Data = $CommonObject{POP3Account}->POP3AccountGet(ID => $_); FetchMail(%Data); <<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<< } } [...] the log of the pop server for this 9 accounts is good: popper[16505]: Stats: otrs-log 0 0 0 0 www-bis.cma.fr 193.54.112.24 popper[16506]: Stats: sauvegarde 0 0 0 0 www-bis.cma.fr 193.54.112.24 popper[16507]: Stats: windows 0 0 0 0 www-bis.cma.fr 193.54.112.24 popper[16508]: Stats: linux 0 0 0 0 www-bis.cma.fr 193.54.112.24 popper[16509]: Stats: unix 0 0 0 0 www-bis.cma.fr 193.54.112.24 popper[16510]: Stats: imprimante 0 0 0 0 www-bis.cma.fr 193.54.112.24 popper[16511]: Stats: developpement 0 0 0 0 www-bis.cma.fr 193.54.112.24 popper[16512]: Stats: reseau 0 0 0 0 www-bis.cma.fr 193.54.112.24 popper[16513]: Stats: eudora 0 0 0 0 www-bis.cma.fr 193.54.112.24 All the 9 pop3 accounts works and everything works, except the ennoying message. We not use fetchmail, we have only declared the 9 pop3 account with the menu admin pop3account and there are only this 9 accounts for the menu Pop3 Account Management OTRS 1.1.1 Redhat 7.2 Perl v5.6.1 built for i386-linux thank for your help Best regards -- Serge Algarotti Ecole des Mines de Paris CEMEF/EII ps: the complete display of PostMasterPOP3.pl: $HOME/bin/PostMasterPOP3.pl -d 22 No messages (otrs-log(a)log.cma.fr) Connection to log.cma.fr closed. ERROR: OTRS-PM3-10 Perl: 5.6.1 OS: linux Time: Wed May 7 15:40:54 2003 Message: Can't connect to Traceback (22199): Module: main::FetchMail (v1.9) Line: 130 Module: /web/Public-support/otrs/bin/PostMasterPOP3.pl (v1.9) Line: 106 No messages (sauvegarde(a)log.cma.fr) Connection to log.cma.fr closed. Message 1/2 (windows(a)log.cma.fr) Message 2/2 (windows(a)log.cma.fr) Connection to log.cma.fr closed. No messages (linux(a)log.cma.fr) Connection to log.cma.fr closed. No messages (unix(a)log.cma.fr) Connection to log.cma.fr closed. No messages (imprimante(a)log.cma.fr) Connection to log.cma.fr closed. No messages (developpement(a)log.cma.fr) Connection to log.cma.fr closed. No messages (reseau(a)log.cma.fr) Connection to log.cma.fr closed. No messages (eudora(a)log.cma.fr) Connection to log.cma.fr closed. =============================================================== -- Serge Algarotti ENSMP CEMEF [CNRS UMR 7635]

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User Comment Bug
by Alex Mihicinac 08 May '03

08 May '03

Hi all, I've notice a small bug in User Management interface. After adding new user I cannot see field Comment anymore - I mean it's always empty, even if I enter some comment when adding new user. Is this bug or just me? Best regards, Alex P.S. I have OTRS1.1.1-01 running flawless on SunOS 5.8 ! :-) (even install docs are pretty much linux only) :-)

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