August 2003 - otrs - OTRS mailing lists

closed tickets
by Jorge 04 Nov '03

04 Nov '03

Hi, How can an agent view the list of closed tickets? I have some manager as an agent who want to see as normal agent response to tickets, how fast and how many, but i don´t find how to see that on the agent interface. Jorge

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ODBC to existing Customer database
by david.cruz＠kpnqwest.pt 21 Oct '03

21 Oct '03

Hi, We'd like to have OTRS Tickets linked to our existing Customer database. All we need is for the Customer info to be taken from a table/view. Since it's in a Microsoft SQL2000 database, we're trying to do this the easy way, by connecting to the sql2k database with FreeTDS and unixODBC. I just can't figure out how to direct the Customer data through ODBC... This is what we've done so far: (all of this in RedHat 7.3, server choice in install) - install mysql (most recent version from redhat updates) - install otrs :) - install GD-1.41 (the most recent version didn't compile) - install GD::Text - install GD::Graph - install freetds-0.61-2 - install freetds-unixodbc-0.61-2 - configure freetds and unixodbc making sure they can talk with sql2k Can you help us put this scenario working? I'm thinking about an ODBC backend (like the LDAP backend), but don't know how to do it. I did find some lines of code about ODBC in Kernel/System/DB.pm, but didn't understand how to use them. Thanks, -- |)avid ------------------------------------------------- KPNQwest Portugal http://www.KPNQwest.pt

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printing ticket
by Guenther Rasch 16 Oct '03

16 Oct '03

Hi Is there a posibility to print tickets automatically via GenericAgent.pl? Regards Guenther

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RE: [otrs] Time Tracking
by Erik Mathis - ATL Dunwoody Staff 26 Sep '03

26 Sep '03

Jason Joines wrote: > It looks like we are going to deploy OTRS as the Ticket System for > my organiztion. Other organiztions have asked me for sugggestions. > However, one of their requirements is the ability for each Tech that > works on a ticket to be able to enter the amount of time they spent on > it. The management wants to be able to see how much time was spent on > various things. > > I didn't see any mention of this kind of functionality in the > manual. Is this capability available or does anyone have any ideas > for how to add it? > When one closes a ticket, a box named "Time units (work units):" is where they can fill this in. > Thanks, > > Jason Joines > Open Source = Open Mind > ======================== > > _______________________________________________ > 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 Erik Mathis AIU Dunwoody Network Administrator emathis(a)aiuniv.edu

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problem with webmailer freemail.web.de
by Stefan Pampel 17 Sep '03

17 Sep '03

Hello ML, WEB.DE (german freemail-provider) sends Messages in HTML and they look like this: ------------------- <html><base href="https://freemail.web.de/"/><style>p {margin: 0px}</style> <body style='font-size:9pt; font-family:Verdana; font-family: Verdana' > -Message body- </body> </html> __________________________________________________________________________<br> Die sicherste Form der Kommunikation: E-Mails verschluesseln, Spam-Filter,<br>Adressverifizierung, digitale Unterschrift: <A HREF="http://freemail.web.de"><B>http://freemail.web.de</B></A> ------------------- In queue view every mail after (under) such a mail can not be edited. Every Tool (answer, Zoom etc) links to https://freemail.web.de/otrs...., not http://myotrshost/otrs.. I think because of the <base>-tag in their mail every following mail uses freemail.web.de as host and not my otrs-host. Is there a way to filter out those base-tags before the mail arrives at otrs? (i use postfix) --Stefan

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LDAP & Customer Authorization
by Ortner, Uwe 17 Sep '03

17 Sep '03

Hello, viewing customer information from a LDAP database works fine, I can see Userid, Username and Email in OTRS. Now I want my customer to logon using the ldap information provided. Due my LDAP database is an addressbook there is no password attribute available. What can I do, or is there something I missunderstood? Uwe

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Presorting mail
by boris＠namebay.com 08 Sep '03

08 Sep '03

we try the following settings in the procmailrc: # -- # Examples for queue presorting. # -- :0 fhw : * From:.*@stats.validname.com | formail -I "X-OTRS-Queue: mailerdaemon" and # -- # Examples for queue presorting. # -- :0 fhw : * From: MAILER-DAEMON(a)stats.validname.com | formail -I "X-OTRS-Queue: mailerdaemon" It look like these email do not go in the mailerdeamon queue but still in the TO queue. Where is the mistake ? By the way Martin about the /// we replace it by \\\ and it shown "d\administration" ;o) Best regards -- Boris Fernandez SAM NAMEBAY http://www.namebay.com Fax : +377 97 97 21 13

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Deleting trashmail from OTRS
by Anders Hinding 08 Sep '03

08 Sep '03

Hello, first a thank you to Florian Gattung for the suggestion as to how to close all the viramails we have recieved. Now I have another question. We have heaps of mails in the OTRS-system that really is spam and mails that we dont need in there, simply junk that fills up the database. Does anyone know a script (perhaps in php) that can delete all those mails, so they wont be in the system at all anymore? (having around 120000 sobig related mails and lots of other spam). Thanks in advance. Med venlig hilsen / Best regards Anders Hinding

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Malfunction of ticket lock ?
by Duarte Cordeiro 03 Sep '03

03 Sep '03

I run into a problem today... Someone took a ticket from a queue and took control of it: Lock Ticket lock. - cfernandes (Carlos Fernandes) 08/28/2003 11:41:04 OwnerUpdate New Owner is 'cfernandes' (ID=4). - cfernandes (Carlos Fernandes) 08/28/2003 11:41:04 Another user suposelly looked to the queue and saw that ticket (I suppose it happened before the lock). And promptely went to solve it, taking its ownership: SendCustomerNotification Sent notification to '"Helpdesk" <helpdesk(a)xxx.com>'. 08/28/2003 11:41:05 OwnerUpdate New Owner is 'jmartins' (ID=6). - jmartins (Jorge Martins) 08/28/2003 11:43:30 How the hell can this happen ? Even if the later user view hasn't refreshed (and for him the ticked is still unlocked and without owner), OTRS shouldn't allow a user to take ownership from a ticket who is already assigned... or should ? I though that when a user locks and sets the ticket ownership to him, it disappeared from the other users views.. Am I wrong with this though ? Thanks, DC

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Re: [otrs] $Self->{FQDN}
by Jorge Becerra 31 Aug '03

31 Aug '03

Hi: I means, the notification sender email. The queue sender email is normally the system email assigned to the queue and works fine. Jorge > Date: Wed, 27 Aug 2003 20:45:33 +0200 > From: Martin Edenhofer <martin(a)edenhofer.de> > Subject: Re: [otrs] $Self->{FQDN} > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: <20030827184533.GU20763(a)esanta.pureserver.info> > Content-Type: text/plain; charset=unknown-8bit > > Hi Jorge, > > On Wed, Aug 27, 2003 at 02:42:19PM -0500, Jorge Becerra wrote: > > I am using OTRS on a host where we have virtual domains for email and > > hosting. > > > > The config file specify only one var for both of them, i want to make the > > difference between email and hosting and not to use the same $Self->{FQDN} > > for both, > > the email and the link to the ticket. I don´t what to use the same. For > > example: > > email: otrs(a)someplace.com > > link: > > http://www.otherplace.com/otrs/index.pl?Action=AgentZoom&TicketID=1234 > > > > Is there any way to do that? > > Of course! ,) > > But you need to clarify what you mean with email, notification sender emails > or queue sender emails? > > > Jorge > > Martin

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