August 2003 - otrs - OTRS mailing lists

Error when moving Ticket with GenericAgent
by Dennis.Buehring＠net-and-works.de 28 Aug '03

28 Aug '03

Moving tickets with GenericAgent worked, all tickets appear in the new queue but while executing GenericAgent it drops an errormessage : * 208167488193 (196) - Move Ticket to Queue verschieben-test Argument "1.1.1.1 " isn't numeric in addition (+) at /opt/otrs_prodsystem/Kernel/cpan-lib/MIME/Entity.pm line 653. whats that ? mfg Dennis

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Canned Note Templates
by Ron Shannon 28 Aug '03

28 Aug '03

Feature Request: In addition to creating custom Responses and Auto Responses, we'd like to be able to create several "canned" Notes too -- just like creating "canned" Responses. Seems like it would be easy to add, given the existing functionality. Looked in archives but couldn't find this. Maybe someone's already done that...? Regards, Ron

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Removing lots of mails from OTRS?
by atosi＠oki.it 27 Aug '03

27 Aug '03

Hi Florian, could you be more "specific", I mean that I'm not that good in php, so would be great if you can post your script, so I can run it in cron, I'm filled with loop protection message, because I've BadFrommed the email I was receiving the virus from, without thinkink that my postmaster mail was in a queue. Whatever, the simple php script, could help a lot. BR AleX >Hello there, I had the same problem and i wrote a small PHP-Script which >helped me out here: > >basically, the idea is to selects the "bad" emails from the article table, >reads out the ticket_id and then removes >these in the "tickets" table. here's how i did it: > >(of course, you have to select your db settings first) >========================================== > $abfrage = "SELECT ticket_id from article where > a_subject = 'Re: Re: My details' >... >CUT >... >========================================== > >I am aware of the fact that it is not very clean, but running it as a >cronjob started every 2 minutes >it is doin a fine work for me. > ------------------------------------------------- This mail sent through IMP: http://horde.org/imp/

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Removing tickets by subject or sender!
by Martin Edenhofer 27 Aug '03

27 Aug '03

Hi, because so many people asked for that. There is a little script which removes existing tickets by subject (or from, ...). http://bogen.net/close.pl Just edit the SQL line in line 25 and execute it. This file is just a quick hack, in future the GenericAgent.pl will be able to do the same. .-) Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- esanta: 9:29pm up 5 days 22:45, 7 users, load average: 0.04, 0.12, 0.17

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Repeating RE:'s in subject
by Ron Shannon 27 Aug '03

27 Aug '03

The auto response adds the first "RE:" to the ticket subject line. Then each new email on the ticket also adds an "RE:", until soon we have zillions of RE:RE:RE:RE:...(etc.) in the subject line. Ugly. How can we limit this to just one "RE:" in the first reply and all future email correspondence on each ticket? Thanks.

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CustomerUser auth with other backend
by Marcel van der Boom 27 Aug '03

27 Aug '03

Am i correct in understanding that authenticating a CustomerUser from another db/table than otrs/customer_user hasn't been implemented yet? By looking at Kernel/System/UserAuth/DB.pm it looks that way. [CVS revision of that file] If i'm right, what would be the quickest route to add this, it seems that replacing the hardcoded $SQL with a configobject would do the trick, but i'm a bit afraid i'm missing something or overlooking side-effects. Any suggestions how i can proceed? marcel -- Marcel van der Boom, HS-Development BV Kwartiersedijk 14B, 4893 RE Fijnaart, The Netherlands T: +31-168-468822, F: +31-168-468823

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Changing of Header
by Gary Chan 27 Aug '03

27 Aug '03

Hi, Where do I change the header of every HTML page of the OTRS system ? Regards, Gary

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Why can't I start the cron jobs?
by Wes Plate 27 Aug '03

27 Aug '03

Here's what happens when I try to do the step of starting the cron jobs... [otrs@bdsl bin]$ ./Cron.sh start Cron.sh - start/stop OTRS cronjobs - <$Revision: 1.8 $> Copyright (c) 2002 Martin Edenhofer <martin(a)otrs.org> ./Cron.sh: line 57: /opt/otrs//var/tmp/otrs-cron-tmp.4491: No such file or directory Failed Is the Cron.sh file messed up? -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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Move Tickets with GenericAgent
by Dennis.Buehring＠net-and-works.de 27 Aug '03

27 Aug '03

Hi, i need to move all tickets from one queue to another. What do i have to do with this ? # -- # [name of job] -> move all tickets from tricky to experts # -- 'move tickets from tricky to experts' => { # get all tickets with this properties Queue => 'oldqueue', States => ['new', 'open'], # new ticket properties New => { Queue => 'newqueue', }, }, I added this to a copy of GenericAgent, but it does not work, what am i doing wrong ? Has anyone a sample-script i could alter ? thxalot Dennis

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$Self->{FQDN}
by Jorge Becerra 27 Aug '03

27 Aug '03

Hi, 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? Jorge

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