October 2004 - otrs - OTRS mailing lists

changing ticket dates
by Jason Joines 01 Oct '04

01 Oct '04

I have some tickets in an old system that I would like to recreate in OTRS before taking the old system off-line. I updated the create_time and change_time for this ticket in the ticket table but it isn't reflected in the User/Agent view. It still shows the time I actually entered the ticket. What else do I need to change to get the correct date and age on these tickets? Thanks, Jason Joines ===============================

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Including ticket priority in notifications?
by Dan Matthews 01 Oct '04

01 Oct '04

Anyone know if or how one can include a ticket's priority in notification e-mails? This is important since out support staff get notifications sent to their pagers and they need to know how quickly they need to respond. 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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How do I reject a ticket
by Robin Mordasiewicz 01 Oct '04

01 Oct '04

How can I reject a ticket or merge it into an existing one. Sometimes people email the system regarding currently open tickets, but the system creates a new ticket. I would like to know how I can either reject, or delete or merge the follow up into an existing ticket --

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locked tickets
by Strange, PJ (Philippa) 01 Oct '04

01 Oct '04

Is it possible for the administrator to unlock someone else's tickets? I have a problem where there is either a large attachment or a corrupt file in a locked area which is stopping access to an important ticket. I need to unlock the tickets or be able to perform a search on locked tickets. Any ideas gratefully received. Philippa

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

01 Oct '04

It is always comforting to know you are not the only person with the same problem! If I hadn't mentioned it I am running SuSe 9.1 and otrs 1.3.1 Regards Neil Baldwin Tel:01296 633256 Fax:01296 633001 Mob:07713 189707 > -----Original Message----- > From: Robin Mordasiewicz [mailto:robin@bullseye.tv] > Sent: 01 October 2004 14:13 > To: User questions and discussions about OTRS. > Subject: RE: [otrs] Error in $HOME/bin/PostMasterPOP3.pl > > > On Fri, 1 Oct 2004, Pete McDonnell wrote: > > > 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. > > > yep, thats what I did. > su to otrs and then "crontab -e", then uncomment the line > which downloads > pop3. > The mail comes down but I just get the warning message sent to root > > <snip> > Use of uninitialized value in string eq at > /opt/otrs/Kernel/System/Ticket/Article.pm line 1387 </snip> > _______________________________________________ > 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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RE: [otrs] changing TicketNumber
by Neil Baldwin 01 Oct '04

01 Oct '04

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

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changing TicketNumber
by bandb＠t-online.de 01 Oct '04

01 Oct '04

I've changed the settings in the Defaults.pm to AutoIncrement first. Didn't work out. Then I've put the settings into the Config.pm. Didn't work out to. It still has the DateTimeChecksum thing. What's up?

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Error in $HOME/bin/PostMasterPOP3.pl
by Neil Baldwin 01 Oct '04

01 Oct '04

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

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Template views
by Joaquim Homrighausen 01 Oct '04

01 Oct '04

Is there any way to get a quick-access link or something else, similar to Queueview, that will allow me to view all tickets given a specific criteria? I might, for example want to have my default view set to "Show all open tickets in all queues except 'ToDo'" (and not just my tickets). Or "Show all new unassigned tickets older than 30 minutes", etc. I realize I can use the "Search" function, but I want to be able to define the view I'm presented with when I log in, without having to click around. -Joaquim

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Character sets
by Joaquim Homrighausen 01 Oct '04

01 Oct '04

Hello; OTRS is *some* piece of work! We usually use ISO8559-1 around here, some people use UTF-8; is there a simple way to have OTRS automatically convert incoming mail (piped through the PostMaster-skript from a .qmail file) to a given character set, say ISO8859-1? This is to avoid getting: "This message was written in a character set other than your own.If it is not displayed correctly, click here to open it in a new window." at the top of every "external" message. (OTRS 1.3.1) -Joaquim

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