November 2004 - otrs - OTRS mailing lists

Eskalation Notification Mails(How 2 prevent during nights)
by Volker.Lipper＠de.mecglobal.com 18 Nov '04

18 Nov '04

Hi list, how can i prevent OTRS from sending eskal notification mails in the night? i found some pieces in the config files but they do not seem to be the right ones....(SendNoPendingNotifications) Any Ideas? Tia Li

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Follow up: upgrade problems
by Jorick Astrego 18 Nov '04

18 Nov '04

Hi all, I posted yesterday about troubles after upgrading but I already resolved them. The first time I ran the upgrade script failed because I did something wrong. I did it again and everything works ok now. But I have another question: In my previous otrs installation I could hit the search button with nothing in the search field. I then got a list of all the customers in the system and could pick one out. Is it correct that this doesn't work anymore in the latest version? Regards, Jorick Astrego IBM Certified System Administrator - Lotus Notes and Domino Quality On-Line® Hengelosestraat 501 P.O. Box 1414 NL-7500 BK Enschede the Netherlands Phone +31 53 4809090 Fax +31 53 4342040 Internet http://www.qualityonline.com

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RE: [otrs] Eskalation Notification Mails(How 2 prevent during nig hts)
by Pete McDonnell 18 Nov '04

18 Nov '04

It seems like this might be the next logical progression for OTRS - adding some sort of configurable hours that each agent works. In our usage of OTRS all support personnel are out of the office by 6pm or so and only do support via cell phone (unless there's a problem, of course). When we arrive in the morning, there are of course several escalated tickets, most of which are low to medium priority. In the past there has been at least one occasion where a system-down critical ticket was in the queue, but was not viewable because other tickets had needlessly escalated and were blocking the view! (Of course all the support agents were notified via e-mail and were aware of the issue, but nonetheless...) Are there any existing plans for future versions to include configuration of agent working hours in some manner? - Pete McDonnell _____ From: Volker.Lipper(a)de.mecglobal.com [mailto:Volker.Lipper@de.mecglobal.com] Sent: Thursday, November 18, 2004 6:49 AM To: otrs(a)otrs.org Subject: [otrs] Eskalation Notification Mails(How 2 prevent during nights) Hi list, how can i prevent OTRS from sending eskal notification mails in the night? i found some pieces in the config files but they do not seem to be the right ones....(SendNoPendingNotifications) Any Ideas? Tia Li

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Queue View
by Ronny 18 Nov '04

18 Nov '04

Hi was inquiring installed the redeemer program but having trouble like me the admin would like to see all the tickets in the respective queues where can I do it from otherwise it's a kool software Thanks in advance Ronny -- *************************************************************************** / ''We can't become what we need to be by remaining what we are''\ \ ,, ,,/ ***************************************************************************

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RE: RE: [otrs] can't open my locked tickets queue
by Strange, PJ (Philippa) 18 Nov '04

18 Nov '04

If I run a query on tickets owned by the agent none of them are locked! If I manually unlock all locked tickets then nothing happens to these 8 tickets. They're there but they're not, very weird Philippa -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Volker.Lipper(a)de.mecglobal.com Sent: 18 November 2004 10:15 To: User questions and discussions about OTRS. Subject: Re: RE: [otrs] can't open my locked tickets queue otrs-bounces(a)otrs.org schrieb am 18.11.2004 10:51:12: > There appears to be 8 tickets in her locked queue ie there is a [8] > next to locked tickets. thats in the upper right corner? (im using the german version and have never seen the english one, in german this is called "own tickets") have you tried 2 unlock the tickets manually in the database. all needed things must be in the unlock script. or querying them by sql directly to have a closer look at them? Li > If she tries to open her queue then the system just sits there > apparently trying to open them, the status bar at the bottom of > Internet Explorer starts to move then stays still nothing happens! > microsoft is really abit talkactive aren't they? ;-) Li

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RE: [otrs] can't open my locked tickets queue
by Strange, PJ (Philippa) 18 Nov '04

18 Nov '04

There appears to be 8 tickets in her locked queue ie there is a [8] next to locked tickets. If she tries to open her queue then the system just sits there apparently trying to open them, the status bar at the bottom of Internet Explorer starts to move then stays still nothing happens! Philippa -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Volker.Lipper(a)de.mecglobal.com Sent: 18 November 2004 09:46 To: User questions and discussions about OTRS. Subject: Re: [otrs] can't open my locked tickets queue otrs-bounces(a)otrs.org schrieb am 18.11.2004 10:36:18: > Hi hello, > > I have an agent who can't open her locked tickets queue. If we do a what happens when she tries? > search on all tickets owned by her the results say that none are > locked. I've even run the script to unlock all locked tickets and > this had no effect either. if there are no locked tickets for her, so what happens when she tries to open the empty queue? for me an empty screen will be opened. Li

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Some users can not login
by Joe Bagaza 18 Nov '04

18 Nov '04

Hi All I need some help, this morning I just notice the OTRS was not responding, so I restarted the server, and found that I had /var partition full, so I deleted some emails on mqueue and deleted some log files then restarted the server, OTRS came back, however All users could log in except me, I can login with admin. Can I have some help to fix this? When I login with my user ID I get the following error Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. Please contact the server administrator, root@localhost and inform them of the time the error occurred, and anything you might have done that may have caused the error. More information about this error may be available in the server error log. ------------------------------------------------------------------------ -------- Apache/1.3.27 Server at support.9netave.uk.net Port 80 I am using red hat 7.3 and OTRS 1.0.1 Please help, I have tried to create a new user but still giving me problems Any help would be very much appreciated Thank you Joe

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can't open my locked tickets queue
by Strange, PJ (Philippa) 18 Nov '04

18 Nov '04

Hi I have an agent who can't open her locked tickets queue. If we do a search on all tickets owned by her the results say that none are locked. I've even run the script to unlock all locked tickets and this had no effect either. What can we try next? Thanks Philippa Strange

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Saluation: a Firstname: sd Lastname: f [WHAT?]
by Peter Beckman 17 Nov '04

17 Nov '04

So I just sent a ticket from myself to OTRS. On the right side, I see this: Customer Info: Salutation: a Firstname: sd Lastname: f Login: beckman(a)purplecow.com The email: From: Peter Beckman <beckman(a)purplecow.com> To: chat(a)xxxx.xxx Subject: you suck gimme money Created: 11/17/2004 17:12:01 --------------------------------------------------------------------------- Peter Beckman Internet Guy beckman(a)purplecow.com http://www.purplecow.com/ --------------------------------------------------------------------------- I've looked in the archives for why this happens, and the docs (maybe not closely enough) and couldn't find anything. I also looked at the code, and could not find anything... I'm hoping people have had this problem before and can point out what is happening and how to fix it. Hopefully it is something I can patch/fix, not "upgrade..." Answers like "just upgrade to 1.3.0" will be kicked in the shins... Beckman --------------------------------------------------------------------------- Peter Beckman Internet Guy beckman(a)purplecow.com http://www.purplecow.com/ ---------------------------------------------------------------------------

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Re: Email Agent on Ticket Close
by Chris Peterson 17 Nov '04

17 Nov '04

Near the beginning of the agentclose.pm file, make sure that the following line appears: use Kernel::System::Queue If you don't see this line, add it in underneath any other use statements that might appear in the code. I believe that I had to add this line of code into the module as well. The rest of the code I told you to add won't work without this line, as you've discovered. Christopher J. Peterson Compulit, Inc (616)285-9590 cpeterso(a)compulit.com

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