August 2003 - otrs - OTRS mailing lists

AW: [otrs] Follow up without changing email address
by Thorsten Philipp 26 Aug '03

26 Aug '03

I dont't have a solution. But I also could need it ;) -----Ursprungliche Nachricht----- Von: Duarte Cordeiro [mailto:duarte.cordeiro@netcabo.pt] Gesendet: Dienstag, 26. August 2003 10:20 An: otrs(a)otrs.org Betreff: [otrs] Follow up without changing email address 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 _______________________________________________ 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] Adding Fields to Forms
by travis＠cloudmark.com 25 Aug '03

25 Aug '03

We would like to add the Free Fields to the bottom of the Compose Answer for Ticket screen to allow the agent to enter an issue code. This will save the agent a few clicks and increase the likelihood of recording the cause of the issue. Does anyone have experience making changes to these screens or have something like this already completed? Thanks Travis Murdock travis(a)cloudmark.com I've stopped 39,880 spam messages. You can too! One month FREE spam protection at http://www.cloudmark.com/spamnetsig/ -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Friday, August 01, 2003 3:57 AM To: otrs(a)otrs.org Subject: Re: [otrs] Adding Fields to Forms Hi Paul, On Mon, Jul 28, 2003 at 02:58:31PM +0100, Paul O'Neill wrote: > is it possible to add new fields to forms. In this case I want to add a > Bugzilla ID field to the call forms to record issues logged with the > internal engineering team. I assume I would need to alter some tables to > allow this field to get populated in MySQL, There are two default ticket fields for use (key and value -=> e. g. PC: sun). You can change it if you zoom a ticket and click on "Free Fields". -=> If a free field is used, the you will see it in the queue and zoom view. PS: OTRS 1.2 comes with improvments of "Free Fields" functions. > paul.... Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "Security is a process, not a product." - Bruce Schneier _______________________________________________ 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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Notification problem
by sylvain angers 25 Aug '03

25 Aug '03

Hi, I just finish installing otrs on rh8.0 and did create user/group/queue I sent a test ticket and i see it in the interface but I do not receive ticket number and no staff receive notification. Perhaps I can change the ownership and the new owner receive a notification By the way I have copy a lot of thing from default.pm to config.pm and I have popmaster_pop3.pl.cron running as cron job Sorry for my english, I do write better in french Sylvain Sylvain Angers Tel: (514)767-3223 sylvain_angers(a)yahoo.com --------------------------------- Do You Yahoo!? -- Une adresse @yahoo.fr gratuite et en français ! Testez le nouveau Yahoo! Mail

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Mail address~
by Drnak Marek 25 Aug '03

25 Aug '03

Hello all, Maybe someone will know what to do. We have M$ Exchange mail server. Not all mail users have external email address (they do not have smtp address). I do not know, how to setup OTRS, to be able to send those people email notification. Also what format use at entering email of such customer to OTRS, because it requires only addresses with @. Please help me - how to set that, this and the previous problem can break down whole my helpdesk project:(((( Thanks in advance Marek Drnak

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steps in making the cron job for downloading the emails every 10 minutes
by Gary Chan 25 Aug '03

25 Aug '03

Hi, I am trying to create cron job in order to download emails every 10 minutes. I tried using the documentation but I failed to do so. If possible, can I have a step by step guide in activating the cron job ? Regards, Gary

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RE: I want my number to be 4 characters long, not 5
by Martin Edenhofer 25 Aug '03

25 Aug '03

Hi Wes, | My ticket number rolled from 1099 to 10100 today, I wanted it to roll to | 1100. I had the MinCounterSize set to 2, now I have it set to 1. But it | still is five characters long (10101...). | | $Self->{'TicketNumberGenerator::AutoIncrement::MinCounterSize'} = 1; | | Can my number not be only four characters long? It would be possible. The first part of the ticket number is the SystemID. Your SystemID is currently 10. Set it to 1 (Kernel/Config.pm) and you will have 1100. -=> But maybe you will run in follow up problems for old ticket. 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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Stat error
by Renzo Bianchi 25 Aug '03

25 Aug '03

Hi all, running the stat command $HOME/bin/mkStats.pl, I receive this error message: /usr/bin/perl: relocation error: /usr/local/lib/perl5/site_perl/5.8.0/i686-linux/auto/GD/GD.so: undefined symbol: Perl_get_sv Any suggestions ? Renzo

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Unlock timeout [Newbies]
by boris＠namebay.com 25 Aug '03

25 Aug '03

Hi, Again me. I have an another option who seems do not work : Unlock timeout. I enter 15 (for 15 minutes). Then when i Lock a ticket and do not answer to it, 15 minutes after i locked it it do not unlock the ticket. Does i miss something ? Sorry for all my questions... just a newbie in this matter -- Boris Fernandez SAM NAMEBAY http://www.namebay.com Fax : +377 97 97 21 13

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automatics movement to special queries
by Berger Josef 25 Aug '03

25 Aug '03

Hello, we try OTRS as our helpdesk system, it looks like tool what we need. We created some queues with central one.All request are at first in this central one and then someone must manually move tickets from this central queue to another e.g HW. I can imagine that in subject of incomming mail will be string HW (if it is for HW query) , or somethink like this. How can I do it? Helpdesk email address is not on this server, OTRS is connecting to POP3 account for helpdesk. Thank you. Josef Berger

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Downloading of email
by Gary Chan 25 Aug '03

25 Aug '03

Hi, After using the OTRS system to download the emails, the emails are still in the mailbox. Where can I configure in order to allow the emails to be downloaded into the OTRS system and not leaving any emails in the mailbox ? Regards, Gary

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