October 2004 - otrs - OTRS mailing lists

Question about customer tickets history
by Pascal Gouttebel 04 Oct '04

04 Oct '04

Hi, We have a problem with the module AgentCustomer : it permits to change the customer of a ticket and it shows all tickets for the current customer. The problem is that there is no limit (default is 10000) and it could take a very long time before we can see the result. After looking at source files, I've discover that an option exists in one case for customer tickets history : AgentCustomerMaxShownCustomerTickets. The program <OTRS_HOME>/Kernel/Modukes/AgentCustomer.pm try to get this option which didn't exist (both in Config.pm and Default.pm), but only in one case of the Tickets search. So I added this option in Config.pm : # set the limit for customer ticket history $Self->{AgentCustomerMaxShownCustomerTickets} = 10; And I use the same option for the two Tickets search method in AgentCustomer.pm : # -- # get ticket ids with customer id # -- my @TicketIDs = (); if ($TicketCustomerID || $CustomerUserData{UserID}) { if ($CustomerUserData{UserID}) { my @CustomerIDs = $Self->{CustomerUserObject}->CustomerIDs(User => $CustomerUserData{UserID}); @TicketIDs = $Self->{TicketObject}->TicketSearch( Result => 'ARRAY', Limit => $Self->{ConfigObject}->Get('AgentCustomerMaxShownCustomerTickets') || '40', CustomerID => \@CustomerIDs, UserID => $Self->{UserID}, Permission => 'ro', ); } elsif ($TicketCustomerID) { @TicketIDs = $Self->{TicketObject}->TicketSearch( Result => 'ARRAY', # ept change -> add option limit Limit => $Self->{ConfigObject}->Get('AgentCustomerMaxShownCustomerTickets') || '40', CustomerID => $TicketCustomerID, UserID => $Self->{UserID}, Permission => 'ro', ); } } The problem is that you will only see the X last tickets for this user. But, I guess that it's enough to work. (There is no pagination either.) Do you think you could integrate this in a future version ? Kind regards. Pascal Gouttebel

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Authorisation on the Creation of a new customer user
by Des Quinn 03 Oct '04

03 Oct '04

Hi, I have had a look at the mailing list archive and could not see anything that addresses my issue. However I could have missed it. What I am looking for is a way for a way to do one of the two followwing things: A) When a Customer creates a new account through the cusomer.pl screen they are then required to have their account activated by an agent. Even if this is through direct manipulation of the sql table it would be ok. Perhaps this would be possible if the default status of "valid" setting was set to invalid? On this same note what is the meaning of the invalid-temporarily setting? B) Have a separate New Customer registration page that allows them to input their details. I prefer Option A but would be happy with this as an alternative where the page is then given a semi obsure url separate from the login page. I had a look thru the code but perl is not one of my strengths. I have managed to adjust the DTL to my requirements but this is one of the changes I need to have sorted prior to letting clients access it. At the moment I have the new customer section of the customer login page commented out to prevent new unauthorised registrations. I appreciate any help or links that might enable me to solve this. Thanks Des Quinn

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Error: Can't connect to localhost: Unknown error!
by Daemon Behr 02 Oct '04

02 Oct '04

I'm getting this error when I try to send mail. Mercury32 is running. I have otrs for win32 version 1.2.4, running on WinXP pro SP2. I have tried changing the smtp mail server to the ISPs (in config.pm) but that made no difference. Error: Can't connect to localhost: Unknown error! Comment: Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.0 OS: MSWin32 Time: Sat Oct 2 07:52:09 2004 Message: Can't connect to localhost: Unknown error! Traceback (1544): Module: Kernel::System::Email::SMTP::Send (v1.6) Line: 152 Module: Kernel::System::Email::Send (v1.3) Line: 108 Module: Kernel::Modules::AdminEmail::Run (v1.12) Line: 117 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_otrs_otrs_bin_cgi_2dbin_index_2ep l::handler (v) Line: 688 Module: (eval) (v1.66) Line: 184 Module: ModPerl::RegistryCooker::run (v1.66) Line: 184 Module: ModPerl::RegistryCooker::default_handler (v1.66) Line: 154 Module: ModPerl::Registry::handler (v1.99) Line: 16 Daemon Behr Network Engineer Interserve Technologies Corporation 2149A Bowen Road Nanaimo, BC V9S 1H8 Tel: 250-756-3915 Fax: 250-756-3994 http://www.interserve.ca ________________________________________________________________________ CONFIDENTIALITY NOTICE: This e-mail, including attachments, is intended only for the addressee and contains information that is confidential and may be privileged. If you are not the intended recipient of this e-mail, you may not copy, forward, disclose or otherwise use it, or any part of it, and any action in reliance on the contents is strictly prohibited. If you have received this e-mail in error please delete or destroy it and notify the sender immediately. Thank you. Interserve Technologies Corporation. ________________________________________________________________________

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Click "Next" link to zoom to the next ticket
by Robin Mordasiewicz 01 Oct '04

01 Oct '04

Is it possible that there be a "Next" link on the zoom page so that I can browse through tickets in zoom mode without having to click "back" and then find the next one and then click the next one in the list. --

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Phone View - Text Templates?
by Cameron Charles 01 Oct '04

01 Oct '04

Is it possible (or planned) to allow for the 'Text:' field to have templates based on the "To:" field requested? For example, In the "To:" field you select "Phone Message" it populates the "Text:" field with a template something like this: Phone Number: ----------------------------------------------- First: Last: ----------------------------------------------- Info: If I have this right, the Queue section dictates the field choices you have in the To: field - so this feature would be tied to the Queue section correct? Thank You Cameron

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Error in cronjob in version 1.3.1
by Robin Mordasiewicz 01 Oct '04

01 Oct '04

I see the following warning. Date: Wed, 29 Sep 2004 00:26:00 -0400 (EDT) From: Cron Daemon <root(a)wb02.domain.com> To: root(a)localhost.localdomain Subject: Cron <otrs@smtcorwb02> $HOME/bin/PostMasterPOP3.pl >> /dev/null Use of uninitialized value in string eq at /opt/otrs/Kernel/System/Ticket/Article.pm line 1387. --

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how do I prevent the character set warning from showing
by Robin Mordasiewicz 01 Oct '04

01 Oct '04

I see this warning when viewing messages sent from the ticket tracker [ The following text is in the "iso-8859-15" character set. ] [ Your display is set for the "ISO-8859-1" character set. ] [ Some special characters may be displayed incorrectly. ] What do I have to do to make it so that this does not show up. I am using otrs 1.3.1 --

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Where are the <OTRS_TICKET_*> options defined?
by Dan Matthews 01 Oct '04

01 Oct '04

I'm looking for a way to add a ticket's priority to an agent notification. I was wondering if anyone knows where (in which file or module) the usable options such as <OTRS_TICKET_ID> are defined? If I could find this I might be able to make an <OTRS_TICKET_PRIORITY> option. I don't really care if it is numeric, so long as something is there. Thanks ============================== Dan Matthews Network Administrator Coleman Professional Services Phone: 330-676-6862 ============================== -------------------------------------------------------- POTENTIAL CONFIDENTIAL INFORMATION ENCLOSED This information 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 sender and delete and destroy this message and its attachments. All health information MUST be protected. Any protected health information (PHI) enclosed is protected by Federal confidentiality rules (42 CFR Part 2) and/or Ohio law (O.R.C. 5122.31; O.A.C. 5122-27-09). The Federal rules and Ohio law prohibit you from making any further disclosure of this information unless further disclosure is expressly permitted by the written consent of the person to whom it pertains or is otherwise permitted by 42 CFR Part 2 and applicable Ohio law. A general authorization for the release of medical or other information is not sufficient for this purpose. The Federal rules restrict any use of the information to criminally investigate or prosecute any alcohol or drug abuse patient.

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RE: [otrs] Error in $HOME/bin/PostMasterPOP3.pl
by Pete McDonnell 01 Oct '04

01 Oct '04

Are you creating a new cron entry and if so as which user? Su'd to otrs and edited that user's cron. I only had to uncomment the pop3 line. - Pete McDonnell Manager, Technical Services Hip Interactive > -----Original Message----- > From: Neil Baldwin [mailto:neil.baldwin@entsys.net] > Sent: Friday, October 01, 2004 4:09 AM > To: 'User questions and discussions about OTRS.' > Subject: [otrs] Error in $HOME/bin/PostMasterPOP3.pl > > Sorry I posted this to an existing thread so here it is again > in a new thread! > > We have just set up version 1.3 on a new Suse 9.1 box, and > are starting to understand how things work. > > We are using the cron command > $HOME/bin/PostMasterPOP3.pl -s 192.0.0.53 -u support -p > [password] >> /dev/null > > To collect mail from an exchange 5.5 server > > The command completes without error if there is no mail but > if there is mail we get the following message. > > Use of uninitialized value in string eq at > /opt/otrs/Kernel/System/Ticket/Article.pm line 1387 > > Even though the error is generated the command appear to do > what it is supposed to and creates a new ticket. > > Can anyone suggest what might be the problem? > > Regards > Neil Baldwin > Tel:01296 633256 > Fax:01296 633001 > Mob:07713 189707 > _______________________________________________ > 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 > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ >

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Cron error
by Robin Mordasiewicz 01 Oct '04

01 Oct '04

I have seen a couple errors in my cron jobs that got installed. I am running redhat AS3 and otrs 1.3.1 I reported another error but I am not sure if this is the right place becuase nobody seemed to notice it. Please let me know if I should report this somewhere else. the error I just saw was Unrecognised line: tickets(a)domain.com at /opt/otrs/Kernel/System/EmailParser.pm line 197 I had just closed a ticket that had two other people in a cc list. Not really sure what to to but thought I'd say something here. shrug.

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