October 2004 - otrs - OTRS mailing lists

Starting Apache2 Issue
by Marshall28 30 Oct '04

30 Oct '04

Here is the error I get when trying to start Apache2. Anyone have any ideas on what is wrong here. This occurred right after I installed OTRS. Starting httpd2 (prefork) Syntax error on line 10 of /etc/apache2/conf.d/otrs.conf: Invalid command 'Perlrequire', perhaps mis-spelled or defined by a module not included in the server configuration The command line was: /usr/sbin/httpd2-prefork -f /etc/apache2/httpd.conf I'm running SuSE 9.1 with apache2 and have apache2-prefork installed. Anyone know what I'm missing here? thanks marshall

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Sendmail integration of otrs and postmaster.pl
by otrs＠aqueos.com 30 Oct '04

30 Oct '04

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Restoring an OTRS from a prior version?
by Marshall28 30 Oct '04

30 Oct '04

I'm currently running OTRS 1.2.3 and I do daily backups of OTRS using the backup.sh script. This produces a .tar.bz2 file of about 113KB. Can I use this to restore all of my OTRS for when I rebuild on a new server with version 1.3.2? Basically, does the restore.sh script only restore the system aspect of OTRS? What all does the backup.sh script backup? I'm also wondering if I can directly copy in my Custom OTRS Theme on version 1.3.2? I've backed up the Output directory in 1.2.3 and I'm wondering if it's that easy? thanks marshall

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RE: [otrs] Set default of "Answered?" to Yes?
by Pete McDonnell 29 Oct '04

29 Oct '04

This diff is taken from the current version? 1.3.2? - Pete McDonnell Manager, Technical Services Hip Interactive > -----Original Message----- > From: Tyler Hepworth [mailto:raklet@gmail.com] > Sent: Friday, October 29, 2004 5:33 PM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] Set default of "Answered?" to Yes? > > On Thu, 28 Oct 2004 18:09:50 -0400, Pete McDonnell > <pmcdonnell(a)hipinteractive.com> wrote: > > Tyler, thanks so much for your detailed information. As I > don't want > > tickets that have *just* been created to have the answered = 1 I > > believe the option of changing AgentCompose.pm makes more > sense. I've > > located the following lines and will list a couple of ways > in which I have attempted to > > change them. I've seen absolutely no change in the > operation of the > > AgentCompose screen. Perhaps you can offer a quick pointer or two? > > > > Original: > > # set answerd > > $Self->{TicketObject}->TicketSetAnswered( > > TicketID => $Self->{TicketID}, > > UserID => $Self->{UserID}, > > Answered => $GetParam{Answered} || 0, > > ); > > I've tried changing the 'Answered' line in the following > ways (Sorry > > about my COMPLETE ignorance regarding perl programming!!!!) > > > > Answered => '1' || 0, > > Answered => '8' || 0, (a non-zero and non-one value) > Answered => 1 || > > 0, Answered => 0 || 1, Etc... > > > > Thanks in advance... > > > > > Okay, here is a diff patch that will give you the behavior you want. > Note, this breaks the program and cause "Is Ticket Answered" > to always show "Yes" regardless of what is in the database; > however, despite the showing of "Yes", the value does update > appropriately in the backend so you should still get the > ultimate goal of what you are trying to achieve. > > --- Kernel/Modules/AgentCompose.pm (revision 15) > +++ Kernel/Modules/AgentCompose.pm (working copy) > @@ -634,6 +634,7 @@ > $Param{'StdAttachmentsStrg'} .= "</select>\n"; > } > # answered strg > + $Param{Answered} = undef; > if (defined($Param{Answered})) { > $Param{'AnsweredYesNoOption'} = > $Self->{LayoutObject}->OptionStrgHashRef( > Data => $Self->{ConfigObject}->Get('YesNoOptions'), > > > Hth, > > Tyler Hepworth > _______________________________________________ > 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] Set default of "Answered?" to Yes?
by Pete McDonnell 29 Oct '04

29 Oct '04

Tyler, thanks so much for your detailed information. As I don't want tickets that have *just* been created to have the answered = 1 I believe the option of changing AgentCompose.pm makes more sense. I've located the following lines and will list a couple of ways in which I have attempted to change them. I've seen absolutely no change in the operation of the AgentCompose screen. Perhaps you can offer a quick pointer or two? Original: # set answerd $Self->{TicketObject}->TicketSetAnswered( TicketID => $Self->{TicketID}, UserID => $Self->{UserID}, Answered => $GetParam{Answered} || 0, ); I've tried changing the 'Answered' line in the following ways (Sorry about my COMPLETE ignorance regarding perl programming!!!!) Answered => '1' || 0, Answered => '8' || 0, (a non-zero and non-one value) Answered => 1 || 0, Answered => 0 || 1, Etc... Thanks in advance... - Pete McDonnell Manager, Technical Services Hip Interactive > -----Original Message----- > From: Tyler Hepworth [mailto:raklet@gmail.com] > Sent: Wednesday, October 27, 2004 7:06 PM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] Set default of "Answered?" to Yes? > > On Wed, 27 Oct 2004 14:58:35 -0600, Tyler Hepworth > <raklet(a)gmail.com> wrote: > > On Wed, 27 Oct 2004 14:40:28 -0400, Pete McDonnell > > <pmcdonnell(a)hipinteractive.com> wrote: > > > Rudi, do you think this is something that would have to > be set using > > > Perl code (altering the function, perhaps?) Or might one > be able to > > > change the order in which the options are displayed using > HTML changes? > > > > > > I wonder if it's simply displaying them in alphabetical > order right now? > > > > > > > > > No it is not. If you look at Contact Customer (phone), it > is set to > > "yes". If you look at Compose Answer (email) it is set to > "no". I am > > digging through the source code to figure out how this is generated. > > Please be patient as I hope to have something figured out > by the end > > of today. > > Ok, I have some insight on this with a NOT RECOMMENDED fix. > > The code for Compose Answer is contained in AgentCompose.pm > The code for Contact Customer is in AgentPhone.pm. > > Here is the gist of it > > if $Param{Answered} is defined then set the select option value to > display the defined value. Otherwise, set the selected value to > "Yes" and display that. > > When dumping the result of $Param{Answered}, AgentCompose.pm > returns the value "0", which is a defined value and > corresponds to the state "No". If you change the value to > "Yes" and submit it, then the next time you work on the > ticket $Param{Answered} returns a value of 1 and displays > "Yes" in the ticket screen. So this works as it should. It > is built that way by design. > > Where does $Param{Answered} come from you might ask? It is > stored in the database in the table "ticket". The column is > "ticket_answered". > So, ultimately, what is displayed in the ticket screen (yes > or no) depends on what is stored in the database. All new > tickets are created with a default value of "0". > > Why does Contact Customer show "yes" then? Dumping the > result of $Param{Answered} returns undef - it is not defined. > I have set a ticket to "No", submitted, and reopened, but it > always displays "Yes" > even if the value in the database is "No". This is a bug > that needs to be fixed. > > So, how can I make Contact Customer (email) display yes > (other than setting it to yes and saving it). You have to > break the system. You either have to reprogram the ticket > module to make the default value of new tickets "1" which > would be a lie. Or you can modify $Param{Answered} in > AgentCompose.pm to set it to undef. Which would make the > ticket also show "Yes" regardless of whether that is really true. > _______________________________________________ > 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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Mapping a sender email with a real customer
by Sylvain Thomas 29 Oct '04

29 Oct '04

Hello, I'm considering using OTRS for our support system which is linked to a database containing our customers. I have setup OTRS 1.2.4 to use this as the customer_user backend. After I clicked on the "Customer" link of the "Zoom Ticket", I have a screen with two fields and a "Search Customer" link. The first one is filled with the ticket sender email, and the second as well. Problem is : I can't find what the "Search Customer" button does... I would like it to find a real customer (ie a proper customer id, if I understood well) from that email. Thanks for your time, Sylvain Thomas Illicom

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RE: [otrs] Setting owner of new tickets automatically?
by Patrik Forsberg 29 Oct '04

29 Oct '04

> Thanks for your help. I've created a new GenericAgent job > called "AssignOwnershipComputer", and configured it as you suggest. > I run into a couple of problems, though. > > First, after I create the job, I get the message " 6 Tickets > affected! You really want to use this job?". There's no "Yes" button > or anything similar to click. What should I do? > > I went to the GenericAgent job list and saw that the > job was there, so I clicked "Run Now!" to see what happened. There > weren't any complaints, but the ownership of the tickets in the > Computer queue hasn't changed, either. They're still owned by > root@localhost. > > In /var/log/messages I see: > > OTRS-CGI-10[3836]: [Notice][Kernel::System::Generic > Agent::JobRun] Run GenericAgent Job > 'AssignOwnershipComputer' from db. > > One other question: Can I get GenericAgent to check the queue > more often than every 10 minutes? Yes, but not throw DB. I'd probably add it to the system version of GenericAgent and it would look something like this: 'AssignOwnerCompter' => { Queue => 'Computer', States => ['new', 'open'], Locks => ['unlock'], New => { Locks => 'lock', Owner => 'someone', } } then make your cron run GenericAgent.pl every 1 minute or something like it. > I'm worried that users will be > frustrated if they see a new ticket before GenericAgent has > changed the > ownership. Ideally, I'd like to just set the ownership at > the time the > ticket is placed in the queue. You could possibly do this by hacking and slashing the Postmaster program some.. hm.. or possibly hacking Postmaster so it understands another "header" like "X-OTRS-Agent" and make procmail(or any filter soft) set the X-OTRS-Queue and X-OTRS-Agent via that.. Well.. some ideas atleast ;) Regards, Patrik

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Auto Intimation to Agents in a QUEUE, whenever new Ticket is Assigned to the QUEUE
by Santosh Balan 29 Oct '04

29 Oct '04

Hi All, I understand that the Agents will get a mail from OTRS, if they have any new ticket in their QUEUE, if they have put "Notify for new ticket"=YES in the preferences. I tried this for few of my users... ..but still I am not able to send mail to the agents in the QUEUE, whenever a new ticket is assgined to their QUEUE. This is required, else the agent will not be aware, unless he logs in to the OTRS system, that there is some new ticket in his queue. Can sombody help ! I want to send mail to the concerned agents, whenever there is a new ticket in their QUEUE ? - Santosh KB ----- Original Message ----- From: "Santosh Balan" <kbsantosh(a)linuxmail.org> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Subject: [otrs] Auto Response to Queue agents, when new Ticket is Assigned Date: Thu, 28 Oct 2004 03:27:03 +0800 > > Hi, > > I did google and also read the docs, but could't get far. I set up the queue >> autoresponse, but didn't work. > > I want to send a mail to everybody in the queue, if there is any new ticket assigned to that Queue. > > For example if there is a Queue "Sales" - and 4 agents in Sales. If one ticket is assgined to "Sales", these 4 agents should get individual mails from OTRS to check out the new ticket. > > Any help or clues are most welcome. > > > - Santosh KB > -- > ______________________________________________ > Check out the latest SMS services @ http://www.linuxmail.org > This allows you to send and receive SMS through your mailbox. > > > Powered by Outblaze > _______________________________________________ > 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/ > -- ______________________________________________ Check out the latest SMS services @ http://www.linuxmail.org This allows you to send and receive SMS through your mailbox. Powered by Outblaze

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Re: [otrs] Auto Response to Queue agents, when new Ticket is Assigned
by Santosh Balan 29 Oct '04

29 Oct '04

Hi All, I understand that the Agents will get a mail from OTRS, if they have any new ticket in their QUEUE, if they have put "Notify for new ticket"=YES in the preferences. I tried this for few of my users... ..but still I am not able to send mail to the agents in the QUEUE, whenever a new ticket is assgined to their QUEUE. This is required, else the agent will not be aware, unless he logs in to the OTRS system, that there is some new ticket in his queue. Can sombody help ! I want to send mail to the concerned agents, whenever there is a new ticket in their QUEUE ? - Santosh KB ----- Original Message ----- From: "Santosh Balan" <kbsantosh(a)linuxmail.org> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Subject: [otrs] Auto Response to Queue agents, when new Ticket is Assigned Date: Thu, 28 Oct 2004 03:27:03 +0800 > > Hi, > > I did google and also read the docs, but could't get far. I set up the queue >> autoresponse, but didn't work. > > I want to send a mail to everybody in the queue, if there is any new ticket assigned to that Queue. > > For example if there is a Queue "Sales" - and 4 agents in Sales. If one ticket is assgined to "Sales", these 4 agents should get individual mails from OTRS to check out the new ticket. > > Any help or clues are most welcome. > > > - Santosh KB > -- > ______________________________________________ > Check out the latest SMS services @ http://www.linuxmail.org > This allows you to send and receive SMS through your mailbox. > > > Powered by Outblaze > _______________________________________________ > 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/ > -- ______________________________________________ Check out the latest SMS services @ http://www.linuxmail.org This allows you to send and receive SMS through your mailbox. Powered by Outblaze

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Notice of pending auto close to customer
by lists＠tswireless.net 29 Oct '04

29 Oct '04

Support emails are answered via OTRS and frequently the customer never emails us back to let us know if it does or does not resolve the situation, so we typically set the ticket to autoclose. Is there a way to send a notice to the customer of the pending auto close because we consider the situation resolved? If the customer emails us back then we can cancel the autoclose, keep the ticket open and continue to attempt to resolve the problem? Carl

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