July 2003 - otrs - OTRS mailing lists

Customers from other host and db
by Jason Joines 30 Jul '03

30 Jul '03

I just installed OTRS 1.1.3 and read the manual. I read the section about Customer User Backends but I really don't understand what it's saying, especially the part about the Map. I have a database of all our customers on a separate MySQL host. Could someone please explain a bit more about setting this part up or point me at some more documentation? Thanks, Jason Joines Open Source = Open Mind ========================

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RE: [otrs] Having customers update their phone information
by Covert, Jake 30 Jul '03

30 Jul '03

My db experience is quite limited, so without assistance, I don't think I'd be able to do option A (create user_pref. phone table and create an update data link). If you guys would be willing to patch Kernel/System/CustomerUser/DB.pm, I think that this feature would be a great boon to the community at large. P.S. On an offhand topic, I don't see any links on how to donate to the OTRS development team on your website. Have you thought about setting up a paypal site and linking to it? -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Wednesday, July 23, 2003 10:52 AM To: otrs(a)otrs.org Subject: Re: [otrs] Having customers update their phone information Hi Jake, On Wed, Jul 23, 2003 at 09:03:14AM -0400, Covert, Jake wrote: > As of 1.1.2, I added the phone information into our database and now > require all new users to add that information. > > But we have about 500 users who we would like to have update their > phone number. Is there any way I can add that field to their > preferences page and make it editable by them? It would be possible to add a customer user preferences named phone and it would be possible to make it editable by them (just a config option). But customer user preferences will not be shown in the customer info table. Just info from the customer-table. Solutions: a) Create the customer user preferences - phone - and the phone number will be in the customer_perferences table. Add a trigger function to the database (if possible) which updates the customer-table. If you don't want to add a trigger function, you also could do this via a little script every night (via cron). b) Patch the Kernel/System/CustomerUser/DB.pm to read also the preferences stuff of one customer user. PS: If we can help... > ********************************* > Jake Covert > Infrastructure Analyst > Electronic Data Systems > PSIC Support Group > (586) 986-9698 Work > (586) 518-3859 Pager > http://www.eds.com > ********************************* -Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- _______________________________________________ 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: Can I mandatory control the queue in "new ticket" fo
by list＠supratec.de 30 Jul '03

30 Jul '03

Hello Martin! I have the following additional question to this problem: If an KNOWN customer send his mail to support(a)myname.de, is it possible to automatically assign this support-ticket to his account (because his Name and e-Mail-adress is under "Misc" -> "Customer User" wellknown to OTRS)? As far i have tested yet, the staff has to assign each support ticket manually to the right account. This is full of errors and is often forgotten. I think its important if customers sometime logging in via customer.pl and sometimes they are sending e-mails. If they are auto- assigned the customer find all tickets under customer.pl! Thank you for your help and answer Beste regards Gerhard Forster

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RE: [otrs] Backup Procedure
by Covert, Jake 29 Jul '03

29 Jul '03

OTRS also comes with a nicely prepackaged backup script: ~otrs/scripts/backup.sh This worked great on my Redhat 8 box. -----Original Message----- From: Stefan Wintermeyer [mailto:stefan@otrs.org] Sent: Tuesday, July 29, 2003 1:44 PM To: otrs(a)otrs.org Subject: Re: [otrs] Backup Procedure Hi Charles, On Tue, Jul 29, Charles R. Rusty Thompson wrote: > Can anyone share a backup procedure for OTRS using MySQL on SUSE Linux > 8.1? I keep putting it off and we're too far into using it now to > have anything bad occur. :( You can use the MySQL documentation for the database backup. Have a look at http://www.mysql.com/doc/en/Backup.html To backup the OTRS config files is easy. Just use tar. take care Stefan -- Stefan Wintermeyer I love this planet. I've got wealth, fame, and access to the depths of sleaze that those things bring. (Bender) "Futurama" _______________________________________________ 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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Backup Procedure
by Charles R. "Rusty" Thompson 29 Jul '03

29 Jul '03

Can anyone share a backup procedure for OTRS using MySQL on SUSE Linux 8.1? I keep putting it off and we're too far into using it now to have anything bad occur. :(

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RE: [otrs] Creating new tickets and merging tickets
by Paul Rhein 29 Jul '03

29 Jul '03

So am I .

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Re: [otrs] Creating new tickets and merging tickets
by gilles.massen＠restena.lu 29 Jul '03

29 Jul '03

Hi Brian, I've finished a quick'n'dirty implementation of that function. Although I doubt that this would be a starting point for actual OTRS code, it works (with some sideeffects due to my lack of understanding of the guts of OTRS). But as a Module it is easy to put in place and there should not be any major issues with updates along the 1.1 path, or the correct working of OTRS in that matter. If there is interest I'll put a small install doc together with the files and post it here... Best, Gilles -- RESTENA - DNS-LU 6, rue Coudenhove-Kalergi L-1359 Luxembourg tel: (+352) 424409 fax: (+352) 422473 "Brian" <brian(a)mylinuxisp.com> Sent by: otrs-admin(a)otrs.org 06/27/2003 01:29 Please respond to otrs To: otrs(a)otrs.org cc: Subject: Re: [otrs] Creating new tickets and merging tickets ---------- Original Message ----------- From: Martin Edenhofer <martin(a)edenhofer.de> To: otrs(a)otrs.org Sent: Sat, 12 Apr 2003 14:02:14 +0200 Subject: Re: [otrs] Creating new tickets and merging tickets > Hi Paul, > > On Wed, Apr 09, 2003 at 02:37:30AM -0400, Paul wrote: > > No, not split tickets. What I'd like is just like the "New e-mail" button in > > Outlook or Eudora, etc. There are many times when an agent has to initiate > > contact with a client and presently have to do it via an external e-mail > > program. OTRS is currently setup for INTAKE only. > > > > What I have in mind is similar to the PhoneView, HOWEVER with a blank "TO" > > field and a selectable "FROM" field. For example: > > > > To: <Enter e-mail address or customer> > > From: Drop down box with queues > > Subject: <Enter subject> > > [...] > > Ohh now I got it. .-) It's not implemented yet. I put it on the TODO > list. > > A good idea. Hi there Martin. I was wondering if there was any work on this TODO item in CVS? I was thinking about writing my own interface but didn't want to if work was under way. With this feature we could also allow our abuse department to have a more formal way of notifying other networks. -- Brian _______________________________________________ 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] Creating new tickets and merging tickets
by Covert, Jake 29 Jul '03

29 Jul '03

Me too! ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com ********************************* -----Original Message----- From: Paul [mailto:otrs-users@neenerville.com] Sent: Tuesday, July 29, 2003 7:50 AM To: gilles.massen(a)restena.lu Cc: otrs(a)otrs.org Subject: RE: [otrs] Creating new tickets and merging tickets Hi Gilles, I'd be very interested in seeing the changes you've made. I'm about to embark on adding the same features to our installation and would appreciate any help getting the ball rolling. Best wishes, Paul > -----Original Message----- > From: otrs-admin(a)otrs.org [mailto:otrs-admin@otrs.org] On > Behalf Of > Sent: Friday, June 27, 2003 1:56 AM > To: otrs(a)otrs.org > Cc: brian(a)mylinuxisp.com > Subject: Re: [otrs] Creating new tickets and merging tickets > > > Hi Brian, > > I've finished a quick'n'dirty implementation of that > function. Although I > doubt that this would be a starting point for actual OTRS > code, it works > (with some sideeffects due to my lack of understanding of the guts of > OTRS). But as a Module it is easy to put in place and there > should not be > any major issues with updates along the 1.1 path, or the > correct working > of OTRS in that matter. > > If there is interest I'll put a small install doc together > with the files > and post it here... > > Best, > Gilles > > _______________________________________________ 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: [Ticket#: 2003072510000131] Re: closed
by Karim Jamal 29 Jul '03

29 Jul '03

Hallo Herr Edenhofer, ich habe die vorhandene GenericAgent durch die revision 1.6 ersetzt und auf einmal hat es funktioniert. Die Eintraege sind gleich wie vor: # ----------------------------------------------------------------------- # config options # ----------------------------------------------------------------------- %Jobs = ( 'delete' => { Queue => 'delete', States => ['new', 'open'], Locks => ['unlock'], New => { Delete => 1, }, }, ); 1; Mit freundlichen Gruessen Jamal -----Original Message----- From: Karim Jamal [mailto:ajamal@syskonnect.de] Sent: Tuesday, July 29, 2003 11:56 AM To: 'Drawsign OTRS Support' Subject: RE: [Ticket#: 2003072510000131] Re: Hallo Herr Edenhofer, vielen Dank fuer die schnelle Antwort. anbei finden Sie meine Konfiguration: Step 1: ich habe ueber AdminInterface / add Queue, "delete" klein geschrieben hinzugefuegt. Name: delete Group: Admin . . Follow-up option: New Ticket . Step2: ich habe in der Datei /opt/otrs/Kernel/Config/GenericAgent.pm folgendes hinzugefuegt: #--------------------------------------------------------------------------- ---------------------------------------- #Config option #--------------------------------------------------------------------------- ---------------------------------------- %Jobs = ( 'delete' => { Queue => 'delete', States => ['new', 'open' ], Locks => ['unlock'], New => { Delete => 1, }, }, ); 1; Ich habe mehrmals den rccron sowie rcotrs restartet , leider ohne Erfolg. Vielen Dank Jamal -----Original Message----- From: Drawsign OTRS Support [mailto:otrs@drawsign.de] Sent: Tuesday, July 29, 2003 8:06 AM To: Karim Jamal Cc: tschuber(a)syskonnect.de Subject: [Ticket#: 2003072510000131] Re: Hallo Herr Jamal, "Karim Jamal" <ajamal(a)syskonnect.de> schrieb: > fuer unsere Technical Support Abteilung testen wir zur Zeit die OTRS V1.1.3 > unter SuSe 8.0. > > Leider haben wir folgendes festgestellt und hoffen, dass Sie uns anhand > Ihrer Erfahrung ein paar Tipps vorschlagen koennen: > > 1) - Wir haben ein Queue "Delete" laut der Readme File erstellt und die > Eintraege ( wie in der Readme unter Rubrik "14.2.2.deletetickets") in der > Datei "Kernel/Config/GenericAgent.pm" hinzugefuegt, trotzdem werden leider > die Tickets in diesem Queue nicht geloescht? Dies kann zwei Gründe haben. a) Der Queue Name ist nicht richtig geschrieben. b) Der GenericAgent wird über Cron aufgerufen. Bitte prüfen sie /opt/otrs/var/cron/generic_agent (ob der Job aktiv ist) und lesen sie die Jobs neu ein (rcotrs restart). (http://doc.otrs.org/1.1/html/cronjob.html) > 2) - Das System gibt fuer jede eingehenden mail eine neue TroubleTicket > Nummer. Dieses ist nicht sinnvoll, wenn auch die Spam Tickets und nicht > Supportmails solche Nummer erhalten. Wie kann man diese Einstellung > anpassen? Also das ist so, jede eMail ohne Ticket-Nummer die ins System kommt, bekommt eine (damit sie zuordbar ist). Kommt eine eMail mit Tickt-Nummer im Subject an, wird diese eMail zum existierenden Ticket gehängt. > mit freundlichen Gruessen > Jamal > > SysKonnect GmbH > A Marvell®Company > ------------------------------------- > Karim Jamal > Technical Support Engineer Ich hoffe Ihre Fragen beantwortet zu haben! :-) Mit freundlichen Grüßen, Martin Edenhofer -- Drawsign Internetservices GmbH Kesselboden 3 - D-94344 Wiesenfelden Web: http://www.drawsign.de/ OTRS-Fragen: otrs(a)drawsign.de

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RE: [otrs] Configurations to receive email at helpdesk from Custo mers
by Covert, Jake 29 Jul '03

29 Jul '03

This section of the online documentation (http://doc.otrs.org/1.1/html/receiving-email.html <http://doc.otrs.org/1.1/html/receiving-email.html> ) should help explain most of what you need to know. Jake -----Original Message----- From: Gary Chan [mailto:gary@dsssasia.com] Sent: Tuesday, July 29, 2003 5:41 AM To: otrs(a)otrs.org Subject: [otrs] Configurations to receive email at helpdesk from Customers Hi, I am using OTRS on Red Hat Linux version 7.3. I would like to find out what are the configurations needed at the OTRS system to download all emails from the POP account given to the helpdesk system. Please advise. Thanks. Regards, Gary

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