August 2003 - otrs - OTRS mailing lists

RE: [otrs] Ticket from Email automatically assigned
by Gene Parks 20 Aug '03

20 Aug '03

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 -----Original Message----- From: Drnak Marek [mailto:marek.drnak@metro.sk] Sent: Tuesday, August 19, 2003 12:06 PM To: 'otrs(a)otrs.org' Subject: [otrs] Ticket from Email automatically assigned Hello all, We would like to receive the tickets from users more via email, less via web interface. The problem is, that when mail comes, customer is not automatically assigned according email address, unfortunately it must be done manually zoom>customer>search customer>take this user>update. I find this way as very time consuming, I would like to have some smarter solution. Please help me - is there any possibility to have it automatic? Thanks in advance Marek Drnak

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Timestamp New Message! header?
by Charles R. "Rusty" Thompson 19 Aug '03

19 Aug '03

Sup OTRS folks, Well it took me a few months but I finally found a feature besides merging I'd like to see in OTRS. Actually if this could be hacked in some way before a release it would save us some grief. I've found that the 'New Message!' header confuses all of us at times. Often we'll have a case that will roll along for a week or so before we need to write a customer back, when glancing at a Queue view it is impossible to discern if that 'New Message!' means the new message written last week, or if the customer has written again, perhaps inquiring how progress is going on some horribly run amuck support issue. :) In any case... I'd like to be able to add the most recent 'New Message!' either 1) Age or 2) Date to the message so at a glance I will see somethign like [#21312312] Bad problems - New Message 08/04/2003 12:25pm Most of our support guys know their cases, but when we need to pass off ownership or something sits dormant for awhile lack of a date can result in the support guy wasting time reviewing new messages that aren't really new. Can this easily be implemented? We definitely would like to see it happen. Charles

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Ticket from Email automatically assigned
by Drnak Marek 19 Aug '03

19 Aug '03

Hello all, We would like to receive the tickets from users more via email, less via web interface. The problem is, that when mail comes, customer is not automatically assigned according email address, unfortunately it must be done manually zoom>customer>search customer>take this user>update. I find this way as very time consuming, I would like to have some smarter solution. Please help me - is there any possibility to have it automatic? Thanks in advance Marek Drnak

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Subqueues hiding tickets :-(
by Daniel Seifert 18 Aug '03

18 Aug '03

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

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Re: [otrs] - Change the to combobox in CustomerMessageNew.dtl
by otrsm＠isp-manager.de 16 Aug '03

16 Aug '03

Hi! found it!! Kind Regards, Ingo Schramme otrsm(a)isp-manager.de wrote .. > Hi! > > Is it possible to change the "to" combobox? > > Now there is "Realname <Email> - Queue" but I just want to have the Realname > in there. > > Thanks!! > > Kind Regards, Ingo Schramme

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Mod_perl is nice
by Wes Plate 15 Aug '03

15 Aug '03

We finally got OTRS up and running on mod_perl. Wow, the speed is nice, it is SO much faster! If you're not using mode_perl, you should look into it. -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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One more question regarding filtering
by Drnak Marek 15 Aug '03

15 Aug '03

Hello all, please let me ask, one more question about filtering - if the mentioned procmail also runs for tickets from web interface. Filtering could work not according key words from subject, but for customer_ID - people from one department have the same ID to be able to see common tickets. Thank you in advance With regards Marek Drnak Slovakia

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- Change the to combobox in CustomerMessageNew.dtl
by otrsm＠isp-manager.de 15 Aug '03

15 Aug '03

Hi! Is it possible to change the "to" combobox? Now there is "Realname <Email> - Queue" but I just want to have the Realname in there. Thanks!! Kind Regards, Ingo Schramme

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OTRS Red Hat 8 Installation
by Jonothon Ortiz 15 Aug '03

15 Aug '03

Hey! I need the PW for the OTRS user running locally; the RPM does not appear to have an INSTALL / README file, just RELEASE. It'd be nice to set up those cron jobs :D This is a great product and we look forward to using it! Thanks!

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Russian Cyrillic Charsets + iis "document moved" issues
by XRadio Stuff 15 Aug '03

15 Aug '03

I`ve recently installed OTRS on Windows 2000 system using iis 5.0 and ActiveState Perl ver. 5.6. All feautures works fine except 2 main issues that couldn`t get this soft to go into real production: 1) Problem with Cyrillic (Russian) Charsets Hope you know, that the most russian clients use 2 charsets win-1251 and koi8-r. OTRS allows to choose only one charset for user interface and system messages, but if i`m choosing Russian Language for user interface and the recommended charset WIN-1251 - i`m having problems with incoming emails written in KOI8-R. Of course i can read this requests through web-interface, but while replying to this mail subject and user request become unreadeable without changing charset in mail client. Is there any option to recode all incoming KOI8-R emails to WIN-1251 and store them in OTRS in WIN-1251 charset. This will help to prevent mess up with these two charsets. Maybe, there are some other solutions for resolving this language specific issue. 2) Problem with redirect while logging in. We have a problem that makes the life of operator more diffucult than it can be;) Everytime while logging into system and making some updates to the otrs db (replying to tickets, saving preferences, etc..) operator should click the "document moved" link in browser. I`ve made a search and try through the lists and google to find out how to resolve such "redirect issues with perlis.dll and IIS", but none working methods were found :(( Maybe anybody knows - how to change the redirect.dtl to autoredirect the browser to the new location ? Another Cookie-related issue: --> 3) Problem with deleting cookie (Can`t remove SessionID) I`m getting the following error when trying to Exit from interface with LogOf option. I`ve installed rm from cygwin to allow the script to delete files, but anyways i get this error: Message: Can't delete file c:/otrs/var/sessions/106128a64a5c3bb9678e39ac28b79fd6ce: No such file or directory But, If we trying to find and delete this file manually - we have no problems. ;) I`ll apprecicate any help in resolving and woring out on any of these issues. Thanx a lot and looking forward for our future cooperation. -- Igor Poznyakov XRadio.Ru The 1st Russian Internet Radio Email:xradio@xradio.ru Web: http://www.nthost.ru

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