November 2004 - otrs - OTRS mailing lists

Response format problem
by Sorin BRABETE 16 Nov '04

16 Nov '04

I have changed the $Self{ResponseFormat} in Config.pm as follows, in order to place the original message below the agent signature: ------------------------------------------------------------------ $Self->{ResponseFormat} = '$Data{"Salutation"} $Data{"StdResponse"} $Data{"Signature"} $Data{"OrigFrom"} $Text{"wrote"}: $Data{"Body"} '; ------------------------------------------------------------------ However it seems my change is not taken into account. I noticed that sometimes, the response format is ok (according to the configuration), but in most cases it is not, meaning that the original message is placed above the signature. I'm using otrs 1.3.2 Any help would be greatly appreciated. -- Best Regards, Sorin BRABETE Lead developer SC SoftNews NET SRL (+4) 0788570527 sorin(a)softpedia.com http://www.softpedia.com

2 1

Add a note and move to new code in the same time (like in bulk action)
by Alessio Tosi 16 Nov '04

16 Nov '04

I'd like to use the same telmplate as bulk action for adding new notes I've tried to add the checkbox to the dtl and to the module agentNote.pm but probably there is something else to add in the pm for example When you select more than one ticket and do a bilk action you can add a note and move all tickets to a new state and a new queue When you are zooming one ticket you can't do a bulk action and if you select to add a note you can only select if the note would be internal or external without the possibility to change the queue or change the state Ciao AleX

2 2

[spam] Agent reply sent twice
by Sorin BRABETE 16 Nov '04

16 Nov '04

Hello, Another problem I got in otrs 1.3.2 is that every agent reply sent to the customer is sent twice (the customer receives two identical emails) Is there any possibility that this issue is related to otrs, or I should look further? (mailserver config - it is a qmail (netqmail) installed on the same machine otrs resides on). I do not have similar problems with other applications that send emails through that specific mailserver. Thanks in advance for any hint anybody may provide -- Best Regards, Sorin BRABETE Lead developer SC SoftNews NET SRL (+4) 0788570527 sorin(a)softpedia.com http://www.softpedia.com

1 0

Email Agent on Ticket Close
by bcarpio＠americanitsolutions.us 15 Nov '04

15 Nov '04

First off I would like to say that I think this software is GREAT. Anyway I get the "Agent" e-mails when a ticket is open and when the queue changes, the customer receives a responce e-mail when they open as ticket as well which is GREAT. However the "Agent" doesn't receive an e-mail when he/she closes a ticket out, I need to add this functionality, I would assume that all I need to to is fine the correct .pm file and place another line in there that says to e-mail the "Agent" as well, can someone PLEASE show me how I could do this it's very important to me that I receive an e-mail when a ticket is closed. Brian Carpio ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program.

1 1

Show locked tickets from all queues
by Rolf A. Vaglid 15 Nov '04

15 Nov '04

Is it possible to keep locked tickets visible to other otrs-users? Yes, I know I could define a search template that do just that, but we want this as the default behavior. We find it useful to know which tickets other collegues work on at any time, also to be able to post notices on their tickets. Cheers Rolf

1 0

Easiest way to get an SMS (via SMTP) notification
by James Sleeman 15 Nov '04

15 Nov '04

Hi all, I would like to have OTRS send a notification to my cellular phone via SMS each time a new ticket is opened, I use the Clickatel SMTP->SMS gateway currently for other important system notifications. I'm looking at the Generic Agent system, having it call a script which would just send the required email to Clickatel, but it looks like the script is only given the ticket id + number, not anything more, interesting, specifically, I'd like the SMS to include the subject, and perhaps the submitter email address or a useful portion thereof. I could make the script dig the subject (& email) out of the database itself no trouble, but that wouldn't be very clean, it would be much better if the Generic Agent system could pass this interesting information on the command line so that the script (and me) needs to know nothing about the structure of the OTRS database. I can't see anywhere that this functionality (extended info on the command line to generic agents) can be turned on, and my PERL isn't good enough to really see where (or how) to add it, can anybody point me in the right direction? Or better yet, has anybody done it already? No sense re-inventing the round rolling things. Thanks in advance, James Sleeman **

4 4

FAQ link in AgentCompose
by Wes Plate 12 Nov '04

12 Nov '04

I love in 1.3 that there's a link to open the FAQ window. But I would love it more if the window opened to /otrs/faq.pl instead of /otrs/index.pl&Action=FAQ This is because I want to copy the link from the appropriate FAQ article and paste it into the message to the customer. But I want the public version of the URL, not the FAQ URL that requires a log in. Where do I change this? Thanks. -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

1 0

RE: [otrs] Installing 1.3.2 and Restoring 1.2.3 DBase
by Chris Salter 12 Nov '04

12 Nov '04

I recently moved our system to a new box and took the opportunity to upgrade from 1.1.3 to 1.3.1. All I did was copy the database files to the new system, restart MySQL, and run the database upgrade scripts. As far as I can tell, there were no problems that resulted, and we've been using the new machine for a few weeks now. That was on Windows machines, so it's possible that it'll work differently on Linux. -- Chris Salter Software Engineer ZANTAZ, Inc. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Marshall28 Sent: November 4, 2004 11:03 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] Installing 1.3.2 and Restoring 1.2.3 DBase Thank you so much for taking the time to post and help me out. I will try and upgrade this way. I'm curious if you have a copy of the older version of OTRS 1.2.3 for SuSE 9.1? I have it for SuSE 9.0 but not 9.1. thanks marshall -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Graham Smith Sent: Thursday, November 04, 2004 6:09 AM To: otrs(a)otrs.org Subject: Re: [otrs] Installing 1.3.2 and Restoring 1.2.3 DBase Seeing no-one else has commented I will make some observations as I have been through a similar process in the past ... On Wed, 2004-11-03 at 20:47, Marshall28 wrote: > If I'm installing OTRS 1.3.2 from scratch on a new system do you > recommend me going through all of these steps and then restoring my 1.2.3 database? > What order should things be done, in order to successfully Install > 1.3.2 and > restore my 1.2.3 database bringing me up to par with my current 1.2.3 > OTRS database? I just want to make sure I have the most up to date > database with > all the new features of OTRS 1.3.2. > > 1. Install the latest OTRS-RPM for SuSE Linux (http://otrs.org/) and > all required > software packages (if needed, Apache, MySQL, ...) with YaST or "rpm > -i otrs-xxx.rpm". > Err No... The tables in the 1.2.3 version will be in different format from the 1.3.2 tables, you will probably need to ... 1) Backup old 1.2.3 on old server ... 2) Install 1.2.3 version of otrs on new server ... 3) Restore 1.2.3. version of data to new server ... 4) Follow instructions for upgrading from 1.2.3 to 1.3.2... as a safe route. One might get away with restoring between versions but it is probably not worth the additional excitement :-) This will only deal with data ... modified scripts and dtl files will need to be updated manually as required... > 2. Start SuSEconfig If you are using YaST this will be taken care of... You will probably only need to do this if the rpm route is used. > > 3. Restart the webserver (rcapache restart) > > 4. Setup the database via "http://yourhost/otrs/installer.pl" (just > for > MySQL) > > 5. restart the whole OTRS system (rcotrs restart-force) Restarting the webserver forces a reload of modified perl scripts. rcotrs effectively checks MySQL and apache are running and loads them if not. It also gracefully manages otrs cron jobs and the otrs Postmaster scripts, if you are not running any of these you should not need to run rcotrs. One potential problem is that by default rcotrs on SuSE refers to apache, if there is a preference to use apache2 this can be fixed by modifying the /etc/sysconfig/otrs file. However if you wish to use apache2 and if you also wish define the load of otrs via the YaST runlevel editor (at least on 9.0) another tweak is required, the simplest way to do this is to ensure that /etc/init.d/apache links to /etc/init.d/apache2. > 6. Installation finished, login ("http://yourhost/otrs/index.pl") as > user "root@localhost" > with password "root" If you have updated the database your passwords, usernames and queues should revert to whatever they were on the old otrs system. Last time I did this the old mail response and mail address information also migrated across and some of this did need modification. > > --> goto AdminArea and set some config settings (UserAdd, Queues, ...). > > thanks > marshall > > _______________________________________________ > 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/ -- Meum est propositum In tabernum mori, Graham Smith <grahamsmith(a)gandalfsemporium.co.uk> _______________________________________________ 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/

4 5

Agent Note Notification
by Carl Davis 12 Nov '04

12 Nov '04

Is there a way to determine if any of the tickets that belong to a specific agent have been updated? Like a search or email notification to the agent if his ticket has a note added? For example some of the tickets belonging to our agents are waiting for equipment to come in to be installed. A note is added to the ticket when the equipment arrives and it would be nice for the agent not to have to look through all the tickets each time to determine if any updates have been made. Carl

2 1

Using a localized first line in a TICKET
by Sven Abels 12 Nov '04

12 Nov '04

Hi everybody, I'm using OTRS for both, English and German support-mails. To realize this, I move all English tickets to a Queue 'English' and the rest to 'German'. This works nice and it allows me to use an English signature for English mails and a German signature for German mails. However: Unfortunately every email that I answer starts with: "XXX YYY <xxx at yyy.com> schrieb:" This might be nice when replying to a German mail but it not very helpful when replying to an email in the 'English' Queue. I would prefer to use "XXX YYY <xxx at yyy.com> wrote:" for those mails. Is there a way to localize this so that it depends on the Queue? If not: If there a way to completely remove this message? Best greetings, Sven

2 1