November 2004 - otrs - OTRS mailing lists

How do you remove queues?
by rcg＠wt.bc.ca 09 Nov '04

09 Nov '04

Richard Giroux IT Manager Whitelaw Twining 604-443-3464 (direct) rcg(a)wt.bc.ca http://www.whitelawtwining.com --------------------------------------------------------------------- This e-mail message is directed in confidence solely to the person or entity to whom it is addressed. The contents of this e-mail may be subject to solicitor-client privilege. All rights to that privilege are expressly claimed and not waived. Any review, retransmission, dissemination or other use of the contents of this e-mail by persons or entities other than the intended recipient is prohibited. We would appreciate a reply if this e-mail has been delivered to someone other than its intended recipient. ---------------------------------------------------------------------

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Default Tech
by rcg＠wt.bc.ca 09 Nov '04

09 Nov '04

My goal is to have a "preferred tech" for each of my queues. An agent would take new tickets in a specific queue and change the owner and lock the ticket so that the preferred tech has a chance to look at it. It the preferred tech doesn't respond, the auto unlock feature for OTRS will open it up for all the other techs. The problem is that I can't seem to get it to work. If I use the GUI agent interface, the ticket gets locked but not assigned (change owner) to the tech. If I create an agent, the owner gets changed but the ticket doesn't get locked. Here's my custom agent code... @QUEUELIST = ("White Rock","Surrey","North Van"); @QUEUETECHNAME = ("richard","rcg","Atul"); @QUEUEEMAIL = ('%whiterock(a)techmedics.ca%','%surrey(a)techmedics.ca%','%northvan(a)techmedics.ca%'); 'assign owner 1' => { Queue => 'Raw', Locks => ['unlock'], States => ['new'], To => @QUEUEEMAIL[1], New => { Locks => ['lock'], Owner => @QUEUETECHNAME[1], Queue => @QUEUELIST[1], }, }, As you can see, this agent moves and locks the tickets based on the address the ticket was sent to. This allows me to have tickets automatically assigned to specific queues. Personally, I'd rather have this work using the GUI tool since it will be much easier to manage for non-linux people. Richard Giroux IT Manager Whitelaw Twining 604-443-3464 (direct) rcg(a)wt.bc.ca http://www.whitelawtwining.com --------------------------------------------------------------------- This e-mail message is directed in confidence solely to the person or entity to whom it is addressed. The contents of this e-mail may be subject to solicitor-client privilege. All rights to that privilege are expressly claimed and not waived. Any review, retransmission, dissemination or other use of the contents of this e-mail by persons or entities other than the intended recipient is prohibited. We would appreciate a reply if this e-mail has been delivered to someone other than its intended recipient. ---------------------------------------------------------------------

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error OTRS-CGI-10
by Alex Mihicinac 09 Nov '04

09 Nov '04

Hello, does anyone know what does this error mean? Tue Nov 9 08:51:46 2004 error OTRS-CGI-10 Need ID or Name! Regards, Alex

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RE: [otrs] error OTRS-PM-10
by Eric Assouad 08 Nov '04

08 Nov '04

Thanks Tyler, I am trying to find out how to change the max attachment size in the documentation, but I haven't found it yet. Could you tell me how? Thanks, Eric -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Tyler Hepworth Sent: Monday, November 08, 2004 9:09 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] error OTRS-PM-10 On Mon, 8 Nov 2004 08:38:16 -0700, Eric Assouad <eassouad(a)sandcherry.com> wrote: > > What does the message below mean and how can I fix it? It's happens > every night and is causing the e-mail to bounce and create a new > ticket everyday around midnight. > > > Got a packet bigger than 'max_allowed_packet', SQL: 'INSERT INTO > article_plain (article_id, body, create_time, create_by, change_time, > change_by) VALUES (2591, 'From EPonomarenko(a)sandcherry.com Thu Sep 2 > 15:05:02 2004 > Has to do with attachment size. The default only allows attachments of <= 2Mb. If an attachment larger than this comes in, you get the message. You have to increase the max_allowed_packet size and make sure your database supports the larger attachment as well. _______________________________________________ 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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Link to FAQ category
by Wes Plate 08 Nov '04

08 Nov '04

I'm not sure if I've asked this before, but here is my request: I would like to have a link to our FAQ, but have the link specify the category of articles to show. So I could offer on my main support page links that say: Click here for questions about Apples Click here for questions about Oranges Click here for questions about Grapes Right now our users click a link to the entire FAQ, which can be daunting and confusing to the customer. -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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error OTRS-PM-10
by Eric Assouad 08 Nov '04

08 Nov '04

What does the message below mean and how can I fix it? It's happens every night and is causing the e-mail to bounce and create a new ticket everyday around midnight. Got a packet bigger than 'max_allowed_packet', SQL: 'INSERT INTO article_plain (article_id, body, create_time, create_by, change_time, change_by) VALUES (2591, 'From EPonomarenko(a)sandcherry.com Thu Sep 2 15:05:02 2004 Thanks, Eric

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Company Tickets
by EDV Tekomedia 08 Nov '04

08 Nov '04

Hello and - as it's the first time I'm posting in this list - a great accolade to the OTRS-Team. I've wondered about the "Company Tickets"-button in the CustomerUser-area (customer.pl). What different options does this button realize the "MyTickest"-button doesn't? Does it have anything to do with the Customer <-> Group configuration? Thanks in advance Markus Nagel

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How to uninstall otrs?
by Wes Plate 08 Nov '04

08 Nov '04

I have an old system that is no longer running OTRS, what are the steps to remove OTRS from this old system? Thank you. -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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Communication between agents and customers
by Mark Maas 08 Nov '04

08 Nov '04

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 All, Do I understand correctly that the only email-communication an agent can have between him and the customer is when he closes the ticket? I mean when an agent adds for instance a "note" this note can only be seen internally. The customer only sees emails about owner changes, queue changes and state changes. Is there a way to add intermediate notes that the customer also receives? Sort of like keeping someone "up-to-date" or "keeping you informed"? Thanks, Mark -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.4 (GNU/Linux) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQFBjer48SFyUHWnEvMRAmSSAJ9F58zLbkAug09cRcP90JT3J91S8wCdHLia PHGW4qzxziUbcxu9Co1nB3M= =ZOZj -----END PGP SIGNATURE-----

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How can I setup email for a specific queue event?
by Chris Willis 06 Nov '04

06 Nov '04

I would like to setup OTRS to send an email to a user when a new ticket is placed in that user's queue. How can I do that? Chris Willis Senior SE, Castellan 818-789-0088 x203

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