August 2003 - otrs - OTRS mailing lists

I want my number to be 4 characters long, not 5
by Wes Plate 21 Aug '03

21 Aug '03

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? -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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BCCing reply messages to the customer
by Isamar Maia 21 Aug '03

21 Aug '03

Greetings, I need to BCC every reply to the customer to a specific email. How can I do that? ./isamar -maia Networking/Helpdesk Oak Lawn Marketing Nagoya, Japan 052-800-7526 (Direct) 052-800-7524 (FAX) **************************** ----------------------------------------------------- Disclaimer This transmission may contain information that is confidential and privileged and intended only for the addressee. If you are not the addressee you may not use, disseminate or copy this information. If you have received this information in error notify us immediately. Thank you. ----------------------------------------------------- このメールに書かれている内容は、宛先に指定されている人にのみ有効な情報です。宛先以外の方は、このメールを転送・コピーしたり、情報を利用したりしないで下さい。もし、誤ってこのメールを受け取られた場合は、上記の差出人までご連絡下さるようお願いいたします。このメッセージは契約上の合意を発生させるものではありません。

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Checking emails every 10 mins
by Gary Chan 21 Aug '03

21 Aug '03

Hi, I would like to ask if any person has implemented in their OTRS system to download emails in every 10 minutes. I read the documentation but I am not able to implement it into my OTRS installlation successfully. Please advise. Thanks. Regards, Gary

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Removing lots of mails from OTRS?
by Anders Hinding 20 Aug '03

20 Aug '03

Hi all, Due to the new virus (sobig) slamming our OTRS system, we have archieved to have our queues filled up with mail containing virus (including attachments). The amount is so huge that it will take several hours to delete each mail manually by closing them down from OTRS. We tried to delete them directly from the database by first selecting and then deleting the entries from the following tables : article, article_plain, article_attachment and ticket_history. But even thou the messages seems to have been deleted, they still show up in the system, but when clicking on them, we get the error "Invalid ticket" or "Ticket does not exist". Does anyone know how we can get around this so we wont have to manually close down all the mails from otrs. Any information on this is most welcome. Best Regards Anders H

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Missing Ticket in Queue
by Charles R. "Rusty" Thompson 20 Aug '03

20 Aug '03

I'm using one of our other support guys' system while he is at a trade show. It's saying he's got 3 new messages... but I can only find two. I've looked in every queue but it's just not there. What can I do to find the missing message? Charles

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RE: [otrs] Ticket from Email automatically assigned
by Drnak Marek 20 Aug '03

20 Aug '03

Hans, they have no access to internet and never will have, because their work does not require that - it is retail. They will connect via intranet. Maybe creating some internal addresses with this format will help. Marek -----Original Message----- From: Hans Bakker [mailto:h.bakker@a-net.nl] Sent: Wednesday, August 20, 2003 12:29 PM To: otrs(a)otrs.org Subject: RE: [otrs] Ticket from Email automatically assigned Hi Marek, because all communication is done by smtp address, there is no other way than to assign an smtp address to everybody... Finally these people will be connected by the internet :-) Hans Bakker, OTRS ondersteuning in het Nederlands. http://otrs.nl <http://otrs.nl/> -----Oorspronkelijk bericht----- Van: otrs-admin(a)otrs.org [mailto:otrs-admin@otrs.org]Namens Drnak Marek Verzonden: woensdag 20 augustus 2003 11:53 Aan: 'otrs(a)otrs.org' Onderwerp: RE: [otrs] Ticket from Email automatically assigned Hi Hans, thanks for this idea, that is great and help at all who have external email addresses. Is there possibility also do this in exchange network with internal email addresses, who do not have smtp address? Thanks Regards Marek -----Original Message----- From: Hans Bakker [mailto:h.bakker@a-net.nl] Sent: Wednesday, August 20, 2003 9:48 AM To: otrs(a)otrs.org Subject: RE: [otrs] Ticket from Email automatically assigned Hi Marek, If you make the login name of the customer his e-mail address the e-mail will automatically assigned to this customeruser. If you want more users belonging to the same customer you can use the 'customerID' field to link them together. Hans Bakker, A-NeT Internet Services bv. ( <http://www.a-net.nl/> http://www.a-net.nl) OTRS ondersteuning in het Nederlands. <http://otrs.nl/> http://otrs.nl

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RE: [otrs] Ticket from Email automatically assigned
by Drnak Marek 20 Aug '03

20 Aug '03

Hi Hans, thanks for this idea, that is great and help at all who have external email addresses. Is there possibility also do this in exchange network with internal email addresses, who do not have smtp address? Thanks Regards Marek -----Original Message----- From: Hans Bakker [mailto:h.bakker@a-net.nl] Sent: Wednesday, August 20, 2003 9:48 AM To: otrs(a)otrs.org Subject: RE: [otrs] Ticket from Email automatically assigned Hi Marek, If you make the login name of the customer his e-mail address the e-mail will automatically assigned to this customeruser. If you want more users belonging to the same customer you can use the 'customerID' field to link them together. Hans Bakker, A-NeT Internet Services bv. ( <http://www.a-net.nl/> http://www.a-net.nl) OTRS ondersteuning in het Nederlands. <http://otrs.nl/> http://otrs.nl

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RE: [otrs] Ticket from Email automatically assigned
by Drnak Marek 20 Aug '03

20 Aug '03

You are right, the owner is changed, but this unfortunately does not solve my problem. I need chnge customer to real customer listed in OTRS. Change of owner means only assigning ticket to agent=solver, not customer. How do you treat email tickets? If you have another ideas please let me know, I will be glad. Thank you very much. Marek Drnak -----Original Message----- From: Gene Parks [mailto:Gene.Parks@vipdirect.net] Sent: Wednesday, August 20, 2003 3:47 AM To: otrs(a)otrs.org Subject: RE: [otrs] Ticket from Email automatically assigned Am I wrong or is the ticket owner automatically changed when you send a reply? At least that is what happens on mine. Gene Parks VIP Direct

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RE: [otrs] Subqueues hiding tickets :-(
by Erik Mathis - ATL Dunwoody Staff 20 Aug '03

20 Aug '03

Once you find the tickets, click history. More then likely you will find that the ticket has been locked, and is sitting in your Locked queue. This would also explain why you don't see the sub queues, because there is nothing in them. Erik Mathis AIU Dunwoody Network Administrator > -----Original Message----- > From: Daniel Seifert [mailto:dseifert@79bmedia.de] > Sent: Monday, August 18, 2003 7:51 AM > To: otrs(a)otrs.org > Subject: [otrs] Subqueues hiding tickets :-( > > > Hi, > > I have created the queues A and B. A has sub-queues A1, A2, A3 and B > has B1, B2, B3. When a new ticket arrives and I move it to A1, the > queue view correctly lists that A has a new ticket, but when > I click on > A I neither get A1 listed nor the ticket. The only way I can get hold > of the ticket is by listing all open tickets in the tool section and > looking for this one. > > As we started OTRS for our support system this morning, I'm not sure > whether to turn it off now until this problem has been solved. I'm > using OTRS 1.1.3. Thanks in advance for a quick reply. > > > With best regards / Mit freundlichen Grüßen > > Daniel Seifert > _______________________________________________ > 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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Is it possible to change the order of priorities in otrs ?
by Dennis.Buehring＠net-and-works.de 20 Aug '03

20 Aug '03

Hi, i want to change the priorities in otrs as follows 1 - very high 2 - high 3 - normal 4 - low 5 - very low is this possible or would i have to change too many of the scripts / tables in the db ? Did anyone try this by now ? Any feedback welcome :) Dennis B.

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