October 2004 - otrs - OTRS mailing lists

otrs.cleanup script mess
by Alex Mihicinac 29 Oct '04

29 Oct '04

Hi all, I've noticed another problem and this one is related to otrs.cleanup script, which is not "cleaning" var/spool folder properly. Well, it's not cleaning folder at all, files are staying in spool folder and everytime script is ran, it duplicates existing tickets from the old spool files. :-( If I run script manually it says this: $ /opt/otrs/bin/otrs.cleanup /opt/otrs/bin/otrs.cleanup: !: not found Checking otrs spool dir... -n Starting otrs PostMaster... (/opt/otrs/var/spool/1) failed. -n Starting otrs PostMaster... (/opt/otrs/var/spool/10) failed. -n Starting otrs PostMaster... (/opt/otrs/var/spool/11) ... Please help! Best regards, Alex

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RE: [otrs] Radius Auth
by Neal Timm 28 Oct '04

28 Oct '04

Has anyone seen these errors before. Doing perl -cw on the radius.pm says syntax is ok. ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Neal Timm Sent: Wednesday, October 27, 2004 4:32 PM To: otrs(a)otrs.org Subject: [otrs] Radius Auth I am getting a error message when trying to authenticate against a radius server. Undefined subroutine &Authen::Radius called at /opt/otrs//Kernel/System/Auth/Radius.pm line 106. Apache error log: [Wed Oct 27 16:29:04 2004] [error] 5398: ModPerl::Registry: [Wed Oct 27 16:29:03 2004] -e: Undefined subroutine &Authen::Radius called at /opt/otrs//Kernel/System/Auth/Radius.pm line 106. Neal Timm System Engineer/Developer Network Logistic, Inc. Networking Services, Business Telephones, Web Design, CCTV, OffSite Backup Phone: (512) 491-9700 ext. 135 Email: ntimm(a)networklogistic.com CCNA,CSPFA

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RE: [otrs] Queue Management Question
by Patrik Forsberg 28 Oct '04

28 Oct '04

> Once I assign a ticket to one of my tech's personal queue, I can't see > it anymore. > > How can I view each tech's personal queue? If there is no > method, then > how can I manage my tech's workload? Use the search button :) Search for the agent/owner=tech + State=new and open.

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Queue Management Question
by Chris Willis 28 Oct '04

28 Oct '04

Once I assign a ticket to one of my tech's personal queue, I can't see it anymore. How can I view each tech's personal queue? If there is no method, then how can I manage my tech's workload? Chris Willis Senior SE, Castellan 818-789-0088 x203

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Design, and ER Diagrams
by Jeff Quarrington 28 Oct '04

28 Oct '04

Hi all, I am looking for DB Entity Relation diagrams, and any software design diagrams (UML) for the OTRS application. I looked through the documentation with no luck. Does this exist somewhere? thanks, jeff

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Re: [otrs] Setting owner of new tickets automatically?
by Bryan K. Wright 28 Oct '04

28 Oct '04

Hi again, 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? 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. Thanks again, Bryan -- =============================================================================== Bryan Wright |"If you take cranberries and stew them like Physics Department | applesauce, they taste much more like prunes University of Virginia | than rhubarb does." -- Groucho Charlottesville, VA 22901 | (434) 924-7218 | bryan(a)virginia.edu ===============================================================================

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Header.dtl seems not to be processed properlly
by Alex Mihicinac 28 Oct '04

28 Oct '04

Hi all, Me again (busy day, hehe). It seems Header.dtl is not processed at all since all generated pages do not have set things like (especialy encoding!!): ------------------------------------- Content-Type: text/html; charset=$Env{"UserCharset"}; Content-Disposition: $Data{"ContentDisposition"} X-Powered-By: $Env{"Product"} $Env{"Version"} - Open Ticket Request System (http://otrs.org) X-Wanted: I think you are smart. I'm looking for smart people! Expires: Tue, 1 Jan 1980 12:00:00 GMT Cache-Control: no-cache Pragma: no-cache ------------------------------------- If I look to page source after being generated, header consists only of css. Like this: -------------------------------------      <html> <head> <title>OTRS :: Agent :: Zoom Ticket</title> <style type="text/css">  </style> </head> <a name="top"></a> <body> <table border="0" width="100%" cellspacing="0" cellpadding="3" cols="2"> <tr> <td align="left" width="40%" class="header"> <b>[ <a href="/otrs/index.pl?" onmouseover="window.status='Home'; return true;" onmouseout="window.status='';" class="headeritem">OTRS</a> ]</b> </td> <td align="right" width="60%" class="header"> user (email) Čet 28 Okt 2004 - 16:24:13 </td> </tr> </table>  ------------------------------------- Best regards, Alex

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RE: [otrs] Set default of "Answered?" to Yes?
by Pete McDonnell 28 Oct '04

28 Oct '04

These aren't the "thank you" messages. The ticket still needs some type of further action and can't be closed just yet. What I usually do to clear the escalation view is re-assign the owner. The users will be trained on the proper use of the "answered" field (to prevent escalation), but setting the default to "Yes" will mean that they only have to change it to "No" in the rare circumstance that a they DO want a ticket to escalate if they don't respond. As I said earlier, we really only want ticket escalation of new tickets. - Pete McDonnell Manager, Technical Services Hip Interactive > -----Original Message----- > From: N.R. [mailto:normis@mikrotik.com] > Sent: Thursday, October 28, 2004 9:25 AM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] Set default of "Answered?" to Yes? > > why do you ignore the ticket, close it instead if you see > there can be no answer (if the message contains only `thank > you for help` for example). > > N. > > Thursday, October 28, 2004, 4:22:36 PM, you wrote: > > PM> We're seeing tickets needlessly escalate. Example, an > agent replies > PM> to a ticket. The customer then responds. Agent doesn't have any > PM> new information or any need to reply so ignores the > ticket. Ticket > PM> soon escalates and blocks all other agents' (who are > monitoring the same queue) 'QueueView' > PM> display with a ticket that need not have escalated. > > PM> Basically, we ONLY want to have unanswered tickets escalate. The > PM> lock timeout will nag the agent who has been assigned a ticket to > PM> follow up with the user. > > PM> Am I incorrect in any of the logical flow in my statements? > > PM> Thanks VERY much for digging through the code, Tyler! > It's far more > PM> detail than I could ever have hoped to dig up! > > PM> - Pete McDonnell > PM> Manager, Technical Services > PM> Hip Interactive > > > >> -----Original Message----- > >> From: Gerold Gruber [mailto:Gerold.Gruber@edv2g.de] > >> Sent: Thursday, October 28, 2004 5:49 AM > >> To: User questions and discussions about OTRS. > >> Subject: Re: [otrs] Set default of "Answered?" to Yes? > >> > >> Daniel Balan wrote: > >> > >> > It is true that this Yes or No doesn't affect the system > search or > >> > stats, but what is its purpose? > >> In dependence of the related queue setting unanswered tickets are > >> unlocked (taken away from agent) and go back to the queue where > >> another agent could deal with them. > >> > I do not think that OTRS team implemented something without > >> a reason. > >> > Unfortunately the documentation doesn't include any > >> references to this > >> > issue. > >> > > >> > Cheers, > >> > Daniel > >> Hth > >> > >> Gerold > >> > > >> > > >> >>-----Original Message----- > >> >>From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] > >> On Behalf Of > >> > > >> > Tyler > >> > > >> >>Hepworth > >> >>Sent: Thursday, October 28, 2004 2:16 AM > >> >>To: User questions and discussions about OTRS. > >> >>Subject: Re: [otrs] Set default of "Answered?" to Yes? > >> >> > >> >>One question. Why does it matter what "Is Ticket Answered" > >> is set to? > >> >> I have not found anywhere in the system that reports on that > >> >>statistic. I can't search for tickets with that state, and > >> it doesn't > >> >>affect whether I can close a ticket or not. That all works > >> >>independently of that value. So, what is the big deal? > >> Just curious. > >> >> > >> >>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/ > >> > PM> _______________________________________________ > PM> OTRS mailing list: otrs - Webpage: http://otrs.org/ > PM> Archive: http://lists.otrs.org/pipermail/otrs > PM> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > PM> Support oder Consulting für Ihr OTRS System? > > > _______________________________________________ > 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 28 Oct '04

28 Oct '04

We're seeing tickets needlessly escalate. Example, an agent replies to a ticket. The customer then responds. Agent doesn't have any new information or any need to reply so ignores the ticket. Ticket soon escalates and blocks all other agents' (who are monitoring the same queue) 'QueueView' display with a ticket that need not have escalated. Basically, we ONLY want to have unanswered tickets escalate. The lock timeout will nag the agent who has been assigned a ticket to follow up with the user. Am I incorrect in any of the logical flow in my statements? Thanks VERY much for digging through the code, Tyler! It's far more detail than I could ever have hoped to dig up! - Pete McDonnell Manager, Technical Services Hip Interactive > -----Original Message----- > From: Gerold Gruber [mailto:Gerold.Gruber@edv2g.de] > Sent: Thursday, October 28, 2004 5:49 AM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] Set default of "Answered?" to Yes? > > Daniel Balan wrote: > > > It is true that this Yes or No doesn't affect the system search or > > stats, but what is its purpose? > In dependence of the related queue setting unanswered tickets > are unlocked (taken away from agent) and go back to the queue > where another agent could deal with them. > > I do not think that OTRS team implemented something without > a reason. > > Unfortunately the documentation doesn't include any > references to this > > issue. > > > > Cheers, > > Daniel > Hth > > Gerold > > > > > >>-----Original Message----- > >>From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] > On Behalf Of > > > > Tyler > > > >>Hepworth > >>Sent: Thursday, October 28, 2004 2:16 AM > >>To: User questions and discussions about OTRS. > >>Subject: Re: [otrs] Set default of "Answered?" to Yes? > >> > >>One question. Why does it matter what "Is Ticket Answered" > is set to? > >> I have not found anywhere in the system that reports on that > >>statistic. I can't search for tickets with that state, and > it doesn't > >>affect whether I can close a ticket or not. That all works > >>independently of that value. So, what is the big deal? > Just curious. > >> > >>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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Forwarding problem / base64
by Andreas Rittershofer 28 Oct '04

28 Oct '04

I want to forward a mail and get: Software error: can't have encoding base64 for message type message/delivery-status! at /data2/var/www/otrs/bin/cgi-bin/../../Kernel/System/Ticket/Article.pm line 1265 For help, please send mail to the webmaster (webmaster(a)lbs.bw.schule.de) giving this error message and the time and date of the error. What is wrong here? I urgently need this function, otherwise tickets can not be closed. mfg ar -- Online-Kurs "Computernetzwerke": http://www.OntoLearn.de/moodle

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