October 2004 - otrs - OTRS mailing lists

no ticket lock and no FollowUp Notify after followup message
by Alex Mihicinac 28 Oct '04

28 Oct '04

Hello, I've found strange problem and I can't find the right cause. :-/ After followup email comes to OTRS, it finds right ticket and place itself into ticket as a new article. The problem is, that owner desn't get any followup notification and ticket also don't get locked. Howcome? Settings: Queue: followup possible Agent: Followup Notification->Yes Best Regards, Alex

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

28 Oct '04

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? - Pete McDonnell Manager, Technical Services Hip Interactive > -----Original Message----- > From: Rudi Kramer [mailto:rkramer@bus-sol.co.za] > Sent: Wednesday, October 27, 2004 11:14 AM > To: otrs(a)otrs.org > Subject: Re: [otrs] Set default of "Answered?" to Yes? > > I would also like to know it's quite irritating having to do > this every time for every email when only 1 out of 100 emails > will have "no" response. > > Rudi > > ----- Original Message ----- > From: "Pete McDonnell" <pmcdonnell(a)hipinteractive.com> > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Sent: Wednesday, October 27, 2004 4:10 PM > Subject: [otrs] Set default of "Answered?" to Yes? > > > Is anyone able to provide and information or hints on how we > might be able > to change this? > > - Pete McDonnell > Manager, Technical Services > Hip Interactive > > > > -----Original Message----- > > From: Pete McDonnell > > Sent: Monday, October 25, 2004 5:31 PM > > To: 'User questions and discussions about OTRS.' > > Subject: RE: [otrs] Time Units: Default Value ? > > > > Would something similar work for changing the default of > > "answered?" to "Yes"? > > > > Thanks in advance. > > > > -Pete McDonnell > > > > -----Original Message----- > > From: Daniel Balan [mailto:dbalan@bitdefender.com] > > Sent: Monday, October 25, 2004 10:22 AM > > To: 'User questions and discussions about OTRS.' > > Subject: RE: [otrs] Time Units: Default Value ? > > > > > > You just have to modify the following files: > > /Kernel/Output/HTML/Standard/AgentClose.dtl > > /Kernel/Output/HTML/Standard/AgentCompose.dtl > > /Kernel/Output/HTML/Standard/AgentEmailNew.dtl > > /Kernel/Output/HTML/Standard/AgentForward.dtl > > /Kernel/Output/HTML/Standard/AgentNote.dtl > > /Kernel/Output/HTML/Standard/AgentPhone.dtl > > /Kernel/Output/HTML/Standard/AgentPhoneNew.dtl > > /Kernel/Output/HTML/Standard/AgentPending.dtl > > > > (for Standard theme) as follows: > > 1. set the value="1" at line: > > <td><input type="text" name="TimeUnits" value="1" size="3"></td> > > > > 2. If you need the working time to increase as your operator > > is working on the ticket please add this function: > > <script language="JavaScript" type="text/javascript"> > >  > > </script> > > > > Hth, > > > > Daniel > > > -----Original Message----- > > > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] > > On Behalf > > > Of > > Franz > > > Ferdinand Esberger > > > Sent: Monday, October 25, 2004 5:05 PM > > > To: User questions and discussions about OTRS. > > > Subject: [otrs] Time Units: Default Value ? > > > > > > Hi everybody, > > > > > > Is there a way to set the default value for "Time Units" > to another > > > value than just "0" ? > > > > > > any comments appreciated > > > greets > > > > > > Franz > > > > > > > > > ______________________________________ > > > Inflex - installed on mailserver for domain > > @technikum-wien.at Queries > > > to: log(a)technikum-wien.at > > > _______________________________________________ > > > 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 f|r Ihr OTRS System? > > > => http://www.otrs.de/ > > > > > > > > > -- > > > This message was scanned for spam and viruses by > > BitDefender For more > > > information please visit http://www.bitdefender.com/ > > > > > > > > -- > > This message was scanned for spam and viruses by BitDefender > > For more information please visit http://www.bitdefender.com/ > > > > _______________________________________________ > > 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 fur Ihr OTRS System? > > => http://www.otrs.de/ > > _______________________________________________ > > 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/ > > > _______________________________________________ > 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/ > > _______________________________________________ > 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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answering to ticket is slow
by Toni Maatta 28 Oct '04

28 Oct '04

Hi, When I try to answer a ticket (eg. empty answer) is takes a long time before composing screen appears. When I first installed otrs, it was ok and worked fine. Then suddenly it started to act slow. There are about 4000-5000 tickets in database, if it matters. Server is fast enough and OS is debian. Otrs version is 1.3.1. It was slow in previous version also. All other actions works fine. Any ideas? Thanks, Toni Maatta

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Blinking Queues and Messages
by Jeff Quarrington 28 Oct '04

28 Oct '04

Hi all, I just installed OTRS as we are evaluating ticket software, and I am a big fan of open source. I just have two questions about OTRS, one is why do certain queues blink, and how can I stop that before I have an epilictic fit? and the second, at the top right it says new message although I have read the message. How do you trigger the new message count to realize you have read the new message??!? Thanks all, Jeff

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Radius Auth
by Neal Timm 27 Oct '04

27 Oct '04

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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problem with POP3 postmaster.pl fetching mail
by TT 27 Oct '04

27 Oct '04

Gang sorry if this question has been asked before but, I have a new install (so far so good) and have configured the postmaster.pl to reflect y mail server but when I execute the script manually I get Auth for user xx(a)xx.com failed! traceback 29770 main fetchmail line: 140 ./PostMasterPOP3.pl Line: 106. Does anyone know what this could be failing? I tested the same information in a mail client on the same network and had no problem fetching the email. Thanks for all replies. TT

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Setting owner of new tickets automatically?
by Bryan K. Wright 27 Oct '04

27 Oct '04

Hi folks, I've just installed otrs and started playing around with it. In my case, I've created a queue called "Computer" and a group called "Computer". I've added an alias to /etc/aliases that does the following: computer: "|/opt/otrs/bin/PostMaster.pl" so that mail sent to "computer(a)blahblah.blah" will be sent to otrs. Within otrs, I've defined a "system e-mail address" that maps "computer(a)blahblah.blah" to the "Computer" group. All this works fine. When I e-mail the address, the messages show up in otrs and are assigned to the "Computer" queue. But the owner of all new messages is "root@localhost", which means that other users need to first take ownership of the messages before they can do things like changing the priority of a ticket. This is a tedious process that requires zooming in on the ticket, then clicking "owner", then selecting an owner from a list and clicking submit. I'd like to define a default owner for each queue, so that somebody appropriate starts out owning new tickets. Is functionality already available? Failing that, I'd at least like each user to have a "take ownership of this ticket" button, so they can quickly start managing the ticket. Thanks for any help 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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Auto Response to Queue agents, when new Ticket is Assigned
by Santosh Balan 27 Oct '04

27 Oct '04

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

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Hello and a question
by Chris Willis 27 Oct '04

27 Oct '04

Hello! Just introducing myself to the list. I am the Senior SE for a Microsoft Partner in Los Angeles, CA, USA. I have installed the Windows version of OTRS, and am going to implement it so that all of our customers can submit help requests to us via the internet. I have my first question: If a ticket goes into the postmaster queue, how do I change the owner of the ticket to one of my technicians? I have entered the techs as users, and each seems to have a personalqueue, but I don't see any options to move the ticket from the PostMaster queue to the queue of a technician. Chris Willis Senior SE, Castellan 818-789-0088 x203

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Not able to POP emails
by Asim Ansari 27 Oct '04

27 Oct '04

Hi, we are using OTRS 1.2.3 on Windows 2003 server, every thing seems to be working fine except POP emails, we have defined a POP3 account from web admin consol i.e. Admin-Area -> POP3 Account, screen shot of my settings is as below Login: Password: Host: Trusted: No Yes Dispatching: Dispatching by email To: field. Dispatching by selected Queue. Queue: - Network Support Valid: invalid invalid-temporarily valid Comment: Find below the entry in c$\otrs\otrs\var\cron\postmaster_pop3 */10 * * * * $HOME/bin/PostMasterPOP3.pl >> /dev/null I can see the logs in c:\otrs\CRONw\logs\cron.20041027.log the following entries **************************************************************************** **************************************** [10/27/04 18:35:00]:ACT: Executing Command <"C:\otrs\perl\bin\perl.exe" "C:\otrs\otrs\bin\UnlockTickets.pl" --timeout> [10/27/04 18:40:00]:ACT: Executing Command <"C:\otrs\perl\bin\perl.exe" "C:\otrs\otrs\bin\GenericAgent.pl"> [10/27/04 18:45:00]:ACT: Executing Command <"C:\otrs\perl\bin\perl.exe" "C:\otrs\otrs\bin\PendingJobs.pl"> [10/27/04 18:55:00]:ACT: Executing Command <"C:\otrs\perl\bin\perl.exe" "C:\otrs\otrs\bin\DeleteSessionIDs.pl" --expired> [10/27/04 19:00:00]:ACT: Executing Command <"C:\otrs\perl\bin\perl.exe" "C:\otrs\otrs\bin\GenericAgent.pl"> [10/27/04 19:20:00]:ACT: Executing Command <"C:\otrs\perl\bin\perl.exe" "C:\otrs\otrs\bin\GenericAgent.pl"> [10/27/04 19:35:00]:ACT: Executing Command <"C:\otrs\perl\bin\perl.exe" "C:\otrs\otrs\bin\UnlockTickets.pl" --timeout> [10/27/04 19:40:00]:ACT: Executing Command <"C:\otrs\perl\bin\perl.exe" "C:\otrs\otrs\bin\GenericAgent.pl"> [10/27/04 19:45:00]:ACT: Executing Command <"C:\otrs\perl\bin\perl.exe" "C:\otrs\otrs\bin\PendingJobs.pl"> [10/27/04 20:00:00]:ACT: Executing Command <"C:\otrs\perl\bin\perl.exe" "C:\otrs\otrs\bin\GenericAgent.pl"> [10/27/04 20:20:00]:ACT: Executing Command <"C:\otrs\perl\bin\perl.exe" "C:\otrs\otrs\bin\GenericAgent.pl"> [10/27/04 20:35:00]:ACT: Executing Command <"C:\otrs\perl\bin\perl.exe" "C:\otrs\otrs\bin\UnlockTickets.pl" --timeout> **************************************************************************** **************************************** I am not sure why it is not running postmaster_pop3 cron job and also there is no entry in log file about this. Also I need if someone tell me how can I POP mails after 1 minute instead of default 10 minutes. Thanks in Advance. Asim

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