August 2003 - otrs - OTRS mailing lists

Ticket Counter
by Henning Werner 27 Aug '03

27 Aug '03

Hi all, i have a question regarding the handling of tickets and customers in OTRS. Is it possible to get the number of tickets belonging to a special customer (e.g. customer with ID: "example.com" has opened 314 tickets this year)? Any hints or ideas? Thanks, Henning Werner

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Theme: RT looks
by Carlos Canau 27 Aug '03

27 Aug '03

Hi, is there anyone working in Themes for OTRS ? Or collecting them on a page ? I've setup a theme for the QueueView that tries to emulate the looks of RT amongst other cool things (KILL button! :->). Here's a screenshot: http://home.kqnet.pt/ccanau/CapturaEcra.jpg If anyone what's it just ask :-), </canau

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How to stop notifications ?
by Dennis.Buehring＠net-and-works.de 27 Aug '03

27 Aug '03

Hi, everyone is here is receiving notifications from our test-system and i dont know exactly how to stop it... I searched the documentation and found this : Use $OTRS_HOME/bin/Cron.sh {start|stop|restart} to start or stop this cronjobs from $OTRS_HOME/var/cron/* (.dist will be ignored). How does this work ? Cron.sh tells me : Run this script just as OTRS user! Or use 'Cron.sh {start|stop|restart} OTRS_USER'! Thanks to everyone answering my dumb questions :) mfg Dennis

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how to delete user ?
by Dennis.Buehring＠net-and-works.de 27 Aug '03

27 Aug '03

Hi, how do i delete user ? there is no button / option for that purpose in the admin-area and i did not find anything in the documentation... mfg Dennis B. net&works www.naw.de

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AW: [otrs] how to delete user ?
by Thorsten Philipp 27 Aug '03

27 Aug '03

Hi, To definitely delete him you have to delete him directly in the database. Just disable his Account if you don't want him to login anymore. Warning : I'm a total OTRS newbie. This could be 100% wrong ;) Greets -----Ursprungliche Nachricht----- Von: Dennis.Buehring(a)net-and-works.de [mailto:Dennis.Buehring@net-and-works.de] Gesendet: Mittwoch, 27. August 2003 10:33 An: otrs(a)otrs.org Betreff: [otrs] how to delete user ? Hi, how do i delete user ? there is no button / option for that purpose in the admin-area and i did not find anything in the documentation... mfg Dennis B. net&works www.naw.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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Removing lots of mails from OTRS?
by afreaasdadwewwqwq 27 Aug '03

27 Aug '03

I'm sorry but I'm a newbie. Can anyone tell me how can I run the following PHP Script sent by Florian ? and which db setting do I have to select ? Thanks ========================================== $abfrage = "SELECT ticket_id from article where a_subject = 'Re: Re: My details' OR a_subject = 'Re: Details' OR a_subject = 'Re: Approved' OR a_subject = 'Re: Wicked screensaver' OR a_subject = 'Re: That movie' OR a_body = 'See the attached file for details' "; $ergebnis = mysql_query($abfrage); if(!$ergebnis) echo "Abfrage nicht korrekt: $abfrage<br>\n"; while ( list ( $db_id ) = mysql_fetch_row($ergebnis) ) { $abfrage2 = "update ticket set ticket_state_id = '2' where id = '$db_id'"; $abfrage2 = mysql_query($abfrage2); } ========================================== Luis Vazquez

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Delete specific tickets from a Queue
by Raymond Keckler 26 Aug '03

26 Aug '03

In the GenericsAgent.pm you can delete all tickets from the queue. ------------------------------ 'delete' => { # get all tickets with this properties Queue => 'testgroup', States => ['new'], Locks => ['unlock'], # new ticket properties (no option is required, use just the options # witch should be changed!) New => { # DELETE! Delete => 1, }, }, -------------------------------- I want to only delete a specific from address in the queue Delete all tickets in a queue that comes from mailer-daemon. Does anybody know how to do this. Ray

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Using SQL to Delete Tickets
by Randy Shepherd 26 Aug '03

26 Aug '03

Hey Folks... Just a warning.. prior to this morning I had no idea what CS was using here to track issues. But since the guy who set it up and maintains it is in Seattle today.. I was asked to take a look at an issue. So please forgive my ignorance. My question is pretty basic.. there are a ton of tickets in our OTRS that are mailer-daemon responses. We want to get rid of them. Can I just go into the tickets table of our MySQL DB and do a delete of the records we want gone? Or is that going to mangle relationships and frag the whole thing? I looked through the archives, but was unable to find anything answering this question. Thanks, Randy

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Re: [otrs] Creating new tickets and merging tickets
by gilles.massen＠restena.lu 26 Aug '03

26 Aug '03

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

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Follow up without changing email address
by Duarte Cordeiro 26 Aug '03

26 Aug '03

Hi again, It seems that Martin came back from holidays :), so I'll ask this again, because I need some help modifying otrs. We use the forward facility to send tickets to ppl outside our organization. We would like that every time these external entities contact us regarding a ticket, that they would simply reply to our email, allowing us to "automagically" attach that info to OTRS. That is what otrs does, but with a little "add-on" that really upsets us: "it changes the customer email to the From: from the last received email. To be more clear: If customer(a)a.com creates a ticket, and then I forward it to support(a)provider.com , if I receive a reply from support(a)provider.com, and then (for example) I close the ticket, the "close ticket notification" goes to support(a)provide.com, not to customer(a)a.com. Why is this implemented like this ? (real scenarios that should use this "set the customer to the last from: field received) If it is intended to work like this, is there a quick way to disable it ? (I imagine that it should be something like adding ("high level language") if(!customer_is_already_set) prior to set_customer_email, but I don't know where to look at ! Thanks for your time, Duarte

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