October 2004 - otrs - OTRS mailing lists

Otrs matching up emails
by lance＠uklinux.net 27 Oct '04

27 Oct '04

Is otrs supposed to match emails on reply-to/message-id and put them into the correct ticket ??? Thanks Lance -- uklinux.net - The ISP of choice for the discerning Linux user.

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Thanks for your information
by Franke Dirk 27 Oct '04

27 Oct '04

Thank you for your detailed infos. D. Franke ------------------------------------------- Abteilung / Department Techn EDV / Technical EDP Tel.: (+49) (0) 2372-54-382 ------------------------------------------- SUNDWIG GmbH - Member of the ANDRITZ Group Stephanopeler Strasse 22, 58675 Hemer, Germany Tel.: (+49) (0) 2372-54-0 Fax: (+49) (0) 2372-54-200 mailto:itservice@sundwig.de http://www.sundwig.de <http://www.sundwig.de/>

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Ticket Number Date Format
by Carl Davis 27 Oct '04

27 Oct '04

I have searched through the archives and cannot find anything specific to this. I have setup DateChecksum but would like the ticket to read monthdayyearid instead of yearmonthdayid. Is this possible without being a seasoned programmer? Thanks -- Carl Davis <lists(a)tswireless.net>

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Well, it's been fun
by Joaquim Homrighausen 26 Oct '04

26 Oct '04

It was a lot of fun playing with OTRS; unfortunately, our company has chosen to use Cerberus instead, and there isn't much I can do with it. The handlers/operators here simply didn't care for OTRS user interface. I'm still interested in getting OTRS to a level where some of our customers can use it, so I might be back from time to time to see how things are going. I would have liked to contribute to the development too. Sh*t happens I guess :-( Thanks to the OTRS team too! -joho

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Re: [otrs] Line wrap problems
by Robert L Mathews 26 Oct '04

26 Oct '04

At 10/9/04 3:00 AM, Robert Kehl <mailinglists(a)robertkehl.de> wrote: >Robert L Mathews schrieb: >> It looks like only some of the patch got applied, so it didn't solve all >> the line wrapping issues. :-( >> I added a full description of the issue to the bug report (explaining why >> the other part of the patch is necessary) and reopened it; hope that's >> okay... Sorry to be such a pest. > >Let me add that the patch is running smoothly on 1.3, at least for me. >I'm auto-patching OTRS with several patches everytime I update it from >CVS HEAD and did not encounter any problems so far since weeks. Unfortunately, the patch in bug 526 still hasn't been fully applied to CVS, so the fix to do proper line wrapping still isn't working. Can one of the OTRS guys tell me what's holding this up? Is there anything I can do to make it more acceptable and likely to be applied? The patch is in danger of getting out of date because other changes are being made to those files. (The same goes for bug 518: OTRS is almost unusable with PostgreSQL as the backend with a large number of tickets, so I submitted a patch that fixes the schema to speed up OTRS dramatically and make OTRS work properly. But the patch appears to be languishing and is in danger of getting out of date so that it doesn't apply cleanly any more.) -- Robert L Mathews, Tiger Technologies http://www.tigertech.net/ "Ignorance more frequently begets confidence than does knowledge." -- Darwin

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Assign incoming mails to existing ticket
by Dirk Melchers 26 Oct '04

26 Oct '04

Hi all, is it possible to assign an incoming Mail to an existing ticket? We often have the problem, that customers send mails without ticket number and those mails become new tickets in otrs. I would like to assign these Mails to another ticket as if it was a normal "reply". Is it possible? "Linking" the two tickets together is not enough, because the conversation in the agent-view is divided in more than one "stream". Best regards, Dirk Melchers. ----------------------------------------------------------------------- Dirk Melchers NUREG Neue Medien Fon +49 911 32002-256 melchers(a)nureg.de Dorfäckerstrasse 31 Fax +49 911 32002-299 http://www.nureg.de D-90427 Nürnberg Mobil +49 172 935 46 70 -----------------------------------------------------------------------

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Installation problem on FreeBSD
by Oskar Eyb 26 Oct '04

26 Oct '04

Hello! I've tryd to install otrs on a FreeBSD server. On access to index.pl and installer.pl the following error message appears in error_log: Function not implemented at /opt/otrs//Kernel/System/Log.pm line 80. without the line Perlrequire /opt/otrs/scripts/apache-perl-startup.pl in httpd.conf the message is slightly different: Function not implemented at /opt/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 80. Installation-source: otrs-1.3.0-beta4.tar.gz Perl v5.8.5 Whats wrong? Cheers, Oskar

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Change Answered default to "Yes"?
by Pete McDonnell 26 Oct '04

26 Oct '04

Is there a Config.pm option that one can set in order to change the default of the "Answered" question to "Yes"? Is there something else I might be missing? I've searched through the lists.otrs.org and doc.otrs.org with no success. Thanks in advance. - Pete McDonnell Manager, Technical Services Hip Interactive Phone: (519) 272-0234 x228

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Question about the features of Otrs
by Franke Dirk 26 Oct '04

26 Oct '04

Hello, i am planning to install otrs and i have a question about the features of otrs. Does otrs support a knowledge base functionality? I mean a database saved all problems and all solutions from every user? Thanks for your reply D. Franke ------------------------------------------- Abteilung / Department Techn EDV / Technical EDP Tel.: (+49) (0) 2372-54-382 ------------------------------------------- SUNDWIG GmbH - Member of the ANDRITZ Group Stephanopeler Strasse 22, 58675 Hemer, Germany Tel.: (+49) (0) 2372-54-0 Fax: (+49) (0) 2372-54-200 mailto:itservice@sundwig.de http://www.sundwig.de <http://www.sundwig.de/>

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help with MX record checking on OTRS 1.3.2
by Tom Simpson 26 Oct '04

26 Oct '04

Hi there, I'm having problems with "Phone ticket" under OTRS 1.3.2. When I put in the customer name and ID with an email address outside of "sun.com", it responds with "invalid MX". I've set [...] # CheckEmailAddresses # (Check syntax of used email addresses) $Self->{CheckEmailAddresses} = 0; [...] Example 13-6. Kernel/Config.pm - CheckMXRecord [...] # CheckMXRecord # (Check mx recorde of used email addresses) $Self->{CheckMXRecord} = 0; [...] but this makes no difference. Any ideas ?

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