September 2003 - otrs - OTRS mailing lists

<OTRS_CUSTOMER_FIRSTNAME>
by Adrian Noble 03 Sep '03

03 Sep '03

Hi, Is it possible to create customized fields in our auto-responses? We would like to be less formal in our replies and have something like: Hi <OTRS_CUTSOMER_FIRSTNAME>, rather than: Dear <OTRS_CUSTOMER_REALNAME>, Is there a way to create this? Thanks, Adrian

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How to deal with calls from new customers?
by Jonathan Cutting 03 Sep '03

03 Sep '03

Hi, What is the recommended way of dealing with calls from new customers? For example, someone calls a help desk who doesn't exist as a 'customer' in OTRS. How can an agent (without admin privileges!) enter in information about a new customer? Right now it won't let me create a new ticket in PhoneView without selecting a valid customer in the From field. Is there something that I'm missing here? Jonathan

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Malfunction of ticket lock ?
by Duarte Cordeiro 03 Sep '03

03 Sep '03

I run into a problem today... Someone took a ticket from a queue and took control of it: Lock Ticket lock. - cfernandes (Carlos Fernandes) 08/28/2003 11:41:04 OwnerUpdate New Owner is 'cfernandes' (ID=4). - cfernandes (Carlos Fernandes) 08/28/2003 11:41:04 Another user suposelly looked to the queue and saw that ticket (I suppose it happened before the lock). And promptely went to solve it, taking its ownership: SendCustomerNotification Sent notification to '"Helpdesk" <helpdesk(a)xxx.com>'. 08/28/2003 11:41:05 OwnerUpdate New Owner is 'jmartins' (ID=6). - jmartins (Jorge Martins) 08/28/2003 11:43:30 How the hell can this happen ? Even if the later user view hasn't refreshed (and for him the ticked is still unlocked and without owner), OTRS shouldn't allow a user to take ownership from a ticket who is already assigned... or should ? I though that when a user locks and sets the ticket ownership to him, it disappeared from the other users views.. Am I wrong with this though ? Thanks, DC

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fetchmail ;-(
by Andreas Kienle 02 Sep '03

02 Sep '03

Hello, I try to fetch my Mails via fetchmail. Know when I start fetchmail with usr \'otrs\' i got the following error: --snip-- Output from command /usr/bin/fetchmail -a .. fetchmail: lock creation failed. --snap-- where is my misstake?? thx all cu Andreas Kienle

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Problem with procmailrc
by boris＠namebay.com 02 Sep '03

02 Sep '03

we try the following settings in the procmailrc: # -- # Examples for queue presorting. # -- :0 fhw : * From:.*@stats.validname.com | formail -I "X-OTRS-Queue: mailerdaemon" or # -- # Examples for queue presorting. # -- :0 fhw : * From: MAILER-DAEMON at stats.validname.com | formail -I "X-OTRS-Queue: mailerdaemon" It look like these email do not go in the mailerdeamon queue but still in the TO queue. Where is the mistake ? By the way Martin about the /// we replace it by \\\ and it shown "d\administration" ;o) Best regards -- Boris Fernandez SAM NAMEBAY http://www.namebay.com Fax : +377 97 97 21 13

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LDAP Setup
by Thorsten Philipp 02 Sep '03

02 Sep '03

Hi all, I'm curretnly trying to setup LDAP User Auth. When I enter the username and password nothing happens. The only thing I've found is this log entry [Mon Sep 1 17:13:22 2003][Notice][Kernel::System::Auth::LDAP::Auth] User: tphilipp login failed: 'Invalid credentials' (REMOTE_ADDR: 10.1.25.13). The user 'tphilipp' exists in both the otrs DB and the LDAP tree. LDAP section from documentation is very short. So I hope getting some more feedback on LDAP here. Beste Grüße Thorsten Philipp Thorsten.philipp(a)netage.de Netage solutions GmbH -- Dingolfingerstr. 6 -- 81673 München T : (+49) (89) 666 584 - 0 -- F : (+49) (89) 666 58 4 - 11 <http://www.netage.de/>

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Owner update with Browser-'BACK'-Button -UPDATE-
by Dennis.Buehring＠net-and-works.de 02 Sep '03

02 Sep '03

Hi, the owner changes immediately after clicking the 'close' link even if you dont click 'submit' !!!! mfg Dennis

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Auto Responses - Closed tickets
by Pedro Rebelo 02 Sep '03

02 Sep '03

Hello there. Whenever the agent closes a ticket and makes a note, I would like the customer who requested the ticket to get notified (via email) that his problem was solved (or not). I would also like him to receive the note in the same email. How can that be done ? Thank you.

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Combine Customer DB with Portal
by Nagies Stefan 02 Sep '03

02 Sep '03

Hi all... i am running OTRS and i am quite happy with it.. we also have a portal that uses a mysql db for user authentication... what i would like to do is to tell otrs that customers log on and are authenticated with that other db...how do i do that? Stefan ********************************************************************** This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. This footnote also confirms that this email message has been checked for the presence of computer viruses. ******************************************************************

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Junk Bin Deletion: Bug Or Feature?
by Charles R. "Rusty" Thompson 02 Sep '03

02 Sep '03

I've been playing again. :) I set up the junk folder to delete our junk mail when GenericAgent runs. While messing around with that I was looking through some older closed tickets and noticed the Queue dropdown was still active... so out of curiousity I dropped one of our first test cases in there and sure enough, it was deleted on the next pass. So my question. Is that supposed to happen, and when it does, what happens to the associated message thread? Is this a hole in OTRS that allows you to accidentally wipe out the originating message, or is the system set up where all child elements of a thread are removed when GenericAgent makes it's pass? Charles

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