August 2003 - otrs - OTRS mailing lists

post message from agent interface
by Jorge Becerra 31 Aug '03

31 Aug '03

Hi: I read something on the documentation about: # AgentCanBeCustomer # (use this if an agent can also be a customer via the agent interface) $Self->{AgentCanBeCustomer} = 1; But i can´t make it works. Is there any link on the agent interface to post a new ticket other than phone message or the agent need to login using the client interface? I prefer if the link to create the new ticket were on the agent interface, but i can´t make it work. Maybe a link to AgentCompose.pm is missing. Jorge

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RE: [otrs] Creating new tickets
by gilles.massen＠restena.lu 29 Aug '03

29 Aug '03

Hi Paul, Supposing you do not have a problem I had not, the agentemail does not create two tickets, but does create two articles (with exactly the same content) as it is patchwork of pieces from AgentPhone (for creating a new ticket) and SendEmail parts (which create an article when sending an email). For me it's an unpleasant side-effect due to the quick'n'dirty approach (mainly the dirty part...). Probably it would be reasonably easy for someone with good knowledge of the inner workings of OTRS to make a clean implementation of this (the code is very clear an well documented) but starting from scratch I'd have taken too mich time. Of course if there is another problem, please let me know. But let's take the discussion off the list as I do not want to create confusion between the official release and some patchwork lying around.... Regards, Gilles -- RESTENA - DNS-LU 6, rue Coudenhove-Kalergi L-1359 Luxembourg tel: (+352) 424409 fax: (+352) 422473 "Paul" <otrs-users(a)neenerville.com> Sent by: otrs-bounces(a)otrs.org 08/26/2003 16:48 Please respond to "User questions and discussions about OTRS." To: <otrs(a)otrs.org> cc: Subject: RE: [otrs] Creating new tickets and merging tickets We've run into problems using the supplied agentemail module--it appears to create two tickets. Wouldn't a better alternative be to skip the phoneview entry altogether? > -----Original Message----- > From: otrs-admin(a)otrs.org [mailto:otrs-admin@otrs.org] On > Behalf Of gilles.massen(a)restena.lu > Sent: Thursday, August 21, 2003 1:55 AM > To: otrs(a)otrs.org > Subject: Re: [otrs] Creating new tickets and merging tickets > > > Hi Mike, > > > Sorry for the late answer...I only got around to answer this. > > Actually the subject is a bit confusing. The function I added > is only for > "creating" tickets, but has nothing to do with the merge. The > code for the > creation of new tickets has been posted on the mailing list > somewhere on > July. For the "merge" I'm waiting for an "official" solution. > > Best, > Gilles > > -- > RESTENA - DNS-LU > 6, rue Coudenhove-Kalergi > L-1359 Luxembourg > tel: (+352) 424409 > fax: (+352) 422473 > > > > > Mike Witkowski <witkowsk(a)pop900.gsfc.nasa.gov> > Sent by: otrs-admin(a)otrs.org > 07/29/2003 13:22 > Please respond to otrs > > > To: otrs(a)otrs.org > cc: > Subject: Re: [otrs] Creating new tickets and > merging tickets > > > Gentlemen: > > I would also be very interested in the ticket merge > functionality. > If you could point me to your modules I would greatly appreciate it. > > Michael Witkowski > > > Paul wrote: > 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 > > > > > > > _______________________________________________ > 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 > _______________________________________________ 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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Sub-Queue Problem
by L. Mark Stone 28 Aug '03

28 Aug '03

We rebuilt our OTRS server, and took the opportunity to do a fresh install of OTRS 1.1.3 on SuSE 8.2. For each client, we set up three sub-queues: Incoming, Closed and Invoiced. In each client's email system, we set up an account always named "Trouble(a)clientdomain.com", and we instruct users at each client to use this address when making new tickets. We then make in OTRS POP3 email accounts for each client, and set the queue for newly fetched emails to Incoming. But the emails are not going into the Incoming sub-queue, they are going into the top queue. Plus, no auto responders are being sent (although this probably because the incoming email is going into the wrong queue). Example: Client is Acme Publishing (fake name). We set up a parent queue called Acme Publishing, and the Acme Publishing::Incoming subqueue, along with a POP3 email address "trouble(a)acmepub.com". OTRS fetches the emails just fine, but deposits them in the Acme Publishing queue, not the Acme Publishing::Incoming queue. So, where do you all think I have gone wrong? Thanks! Mark P.S. In our old OTRS setup, using SuSE 8.1 and OTRS 1.1.2, this setup did work OK. L. Mark Stone President 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 Web: http://www.RNoME.com

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RE: [otrs] Malfunction of ticket lock ?
by Erik Mathis - ATL Dunwoody Staff 28 Aug '03

28 Aug '03

That's correct, does jmartins have admin rights? If so then he can do as he pleases. Erik Mathis AIU Dunwoody Network Administrator > -----Original Message----- > From: Duarte Cordeiro [mailto:Duarte.Cordeiro@cm-lisboa.pt] > Sent: Thursday, August 28, 2003 8:08 AM > To: 'User questions and discussions about OTRS.' > Subject: [otrs] Malfunction of ticket lock ? > > > 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 > > _______________________________________________ > 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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auto-replies appear in AgentZoom
by Dennis.Buehring＠net-and-works.de 28 Aug '03

28 Aug '03

Hi, is it possible remove auto-replies from the AgentZoom ? mfg Dennis

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Antwort: Re: [otrs] Add a new field to Customer User Backend
by Rene.Fertig＠cne.de 28 Aug '03

28 Aug '03

Hi Martin, > On Tue, Aug 26, 2003 at 05:35:34PM +0200, Rene.Fertig(a)cne.de wrote: >> I just added a field 'phone' to the database table customer_user and to >> the customer user backend (Kernel/Config/Default.pm) as described in the >> documentation (10.2.1. at the 1.1-manual). >> >> Unfortunately no new field appears at the page 'Customer User' on the >> admin area. >> >> Did I missed something? > Try to restart your webserver (if you use mod_perl). Some things are such simple ... Of cause, this helped! Perhaps this should be mentioned within the docs? Thank you verry much! Rene

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Running with Apache2
by Jens Dobberthin 28 Aug '03

28 Aug '03

Salut, when I try to access my http//mydomain/otrs I get the following error messages: [Tue Aug 26 17:24:00 2003] -e: Apache::Reload: Can't locate /var/home/otrs/Kernel/Config/Defaults.pm [Tue Aug 26 17:24:00 2003] -e: Apache::Reload: Can't locate /var/home/otrs/Kernel/Modules/AgentOwner.pm [Tue Aug 26 17:24:00 2003] -e: Apache::Reload: Can't locate /var/home/otrs/Kernel/Modules/AdminGroup.pm [Tue Aug 26 17:24:00 2003] -e: Apache::Reload: Can't locate /var/home/otrs/Kernel/System/User/Preferences/DB.pm [Tue Aug 26 17:24:00 2003] -e: Apache::Reload: Can't locate /var/home/otrs/Kernel/System/Auth.pm But the files are there (and I think they have the right permissions): -rw-r--r-- 1 otrs apache 64026 Jul 13 21:23 /var/home/otrs/Kernel/Config/Defaults.pm I also get: [Tue Aug 26 18:32:03 2003] [error] [client 192.168.0.222] (13)Permission denied: access to /otrs/ denied Any ideas? I used the apache2 configuration files that were aupplied with the otrs archive. I have just changed the paths. Thanks, Jens

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Re: [otrs] customer ticket view
by Dennis.Buehring＠net-and-works.de 28 Aug '03

28 Aug '03

Hi Martin, i think you misunderstood me, i want the customer to see the original-tickettext plus all external notes on one page, like in the agentview where you can scroll down through all notes. Is that possible ? ...and again thxalot !!! mfg Dennis Hi Dennis, On Tue, Aug 26, 2003 at 03:43:52PM +0200, Dennis.Buehring(a)net-and-works.de wrote: > when a customer clicks on a ticket he is only able see the original > ticket-text but no notes. Is there a way to alter this to get the same view > as the agent ? > I`ve been searching the scripts, but i am not that familiar with perl :) > any hints are welcome ! There are different types of notes, 'note-internal', 'note-external' and 'note-report'. In the default setup just 'note-internal' is active. Add the following config option to your Kernel/Config.pm and you also will have 'note-external'. $Self->{DefaultNoteTypes} = { 'note-internal' => 1, 'note-external' => 1, }; > mfg > Dennis B. > net&works Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- esanta: 8:49pm up 5 days 22:05, 7 users, load average: 0.68, 0.47, 0.32 _______________________________________________ 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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customer ticket view
by Dennis.Buehring＠net-and-works.de 28 Aug '03

28 Aug '03

Hi, when a customer clicks on a ticket he is only able see the original ticket-text but no notes. Is there a way to alter this to get the same view as the agent ? I`ve been searching the scripts, but i am not that familiar with perl :) any hints are welcome ! mfg Dennis B. net&works

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RE: otrs Digest, Vol 1, Issue 424
by Ben Gladstone 28 Aug '03

28 Aug '03

hi martin - emails composed by agents arrive with a from address = www-data [www-data(a)server.mydomain.com] on behalf of My Company [info(a)mydomain.com] in the header, Sender: www-data <www-data(a)server.mydomain.com> it seems that OTRS isn't setting a sender, and maybe exim supplies one if it doesn't get one. so is there any way to set the sender from otrs? thanks ben > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of > otrs-request(a)otrs.org > Sent: 27 Aug 03 23:27 > To: otrs(a)otrs.org > Subject: otrs Digest, Vol 1, Issue 424 > > ------------------------------ > > Message: 2 > Date: Wed, 27 Aug 2003 21:14:01 +0200 > From: Martin Edenhofer <martin(a)edenhofer.de> > Subject: Re: [otrs] how to set the 'sender' on mails from OTRS (to > avoid 'on behalf of') > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: <20030827191401.GZ20763(a)esanta.pureserver.info> > Content-Type: text/plain; charset=us-ascii > > Hi Ben, > > On Tue, Aug 26, 2003 at 05:24:31PM +0100, Ben Gladstone wrote: > > hi - can anyone help me control the sender/from infomration on > mail sent by > > otrs? > > > > recipients are seeing mails arrive from (as seen in MS Outlook): > > 'OTRS [otrs(a)server.mydomain.com] on behalf of My Company > > [info(a)mydomain.com]' > > In the mail header, there is > > From: My Company <info(a)mydomain.com> > > Sender: OTRS <otrs(a)server.mydomain.com> > > > > i want to remove the 'OTRS [otrs(a)server.mydomain.com] on behalf > of' bit - ie > > set the sender as 'My Company <info(a)mydomain.com>' > > > > any ideas? i've searched config.pm and much else... i'm using > otrs 1.1.3 on > > debian with exim as the mailer. > > Is this just in notification emails? Or also in agent composed emails? > > Maybe it's a exim problem because I'm using postfix and there is > no "Sender:" > header in my emails. > > > thanks > > ben > > Martin > > -- > Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ > -- > "There are two major products that come out of Berkeley: LSD and Unix. > We don't believe this to be a coincidence." -- Jeremy S. Anderson > > > ------------------------------ >

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