December 2004 - otrs - OTRS mailing lists

RE: [otrs] Close call message
by Mathew Davies 10 Dec '04

10 Dec '04

> From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Tyler Hepworth > > Is it possible to include the 'close call message' into the > Instead of closing the ticket through the "close" link, use > "Compose Answer (email)" and close it there. I had already realised that but if we have a new agent or someone forgets is it possible to change the behaviour of otrs to this way -Mat ________________________________________________________________________ This e-mail has been scanned for all viruses by Star. The service is powered by MessageLabs. For more information on a proactive anti-virus service working around the clock, around the globe, visit: http://www.star.net.uk ________________________________________________________________________

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How big can OTRS be ?
by Daniel Balan 10 Dec '04

10 Dec '04

Hello OTRS, I have a question about how big OTRS can be. For example my OTRS has at this moment almost: 50 000 tickets and more than 150 000 articles. The articles are kept in the file system and the size exceed 20 Gb. I am using MySql on Linux (fedora core). Does any one has a similar installation? Do you have any idea how big OTRS can be? Regards, Daniel -- This message was scanned for spam and viruses by BitDefender For more information please visit http://www.bitdefender.com/

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RE: [otrs] Delete Ticket
by Nav Dhunay 09 Dec '04

09 Dec '04

Should have stated, that I tried that. My OTRS is installed on Windows. The GenericAgenct functionality uses Unix/Linux "rm" to delete the tickets. Nav -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Tyler Hepworth Sent: Thursday, December 09, 2004 10:53 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Delete Ticket > Hello. > > Is there a way to delete a ticket from the front end (web interface)? > > Nav > Yes. RTFM Chapter 15 ;). Place tickets in the queue "Junk". Create a GenericAgent via the web interface that "deletes" all tickets in queue "Junk". Tyler Hepworth _______________________________________________ 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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RE: [otrs] Upgrading OTRS on windows from 1.2.4 to 1.3.2?
by Shum, Jack 09 Dec '04

09 Dec '04

ok found an old message that explained my configuration was using IPC module instead of DB. Changed that. After a few other minor issues, bareword and others. Got it running. Running test right now. Maybe getting that nice KQ theme to work on the new version. At least the AgentView. If someone got some ideas on how to get that going, any advice will be appreciated. Jack -----Original Message----- From: Shum, Jack Sent: Thursday, November 11, 2004 5:33 PM To: 'User questions and discussions about OTRS.' Subject: RE: [otrs] Upgrading OTRS on windows from 1.2.4 to 1.3.2? Well, after further digging I found these in the event logger [error] Can't locate IPC/SysV.pm in @INC (@INC contains: C:/otrs/otrs/Kernel/cpan-lib C:/otrs/otrs/ C:/otrs/perl/site/lib/Apache2 C:/otrs/perl/lib C:/otrs/perl/site/lib . C:/otrs/apache/ C:/otrs/apache/lib/perl) at C:/otrs/otrs/, , , , , . /Kernel/System/AuthSession/IPC.pm line 15., , , , , . If these help any great. Also I check config.pm to make sure it is using DB for AuthSession. Read that from a previous list thread. ok, thanks again. Jack -----Original Message----- From: Shum, Jack Sent: Thursday, November 11, 2004 4:01 PM To: 'otrs(a)otrs.org' Subject: [otrs] Upgrading OTRS on windows from 1.2.4 to 1.3.2? Hi, OTRS run perfect with the packaged installation. That is one sweet installation package. Thanks for all the work. Now the problem is trying to upgrade to 1.3.2. The new version may not be supported on windows yet and that could be the problem. If so, tell me so I could stop hitting my head against the monitor. Here is what is done so far: 1. Get the tar file and uncompressed it. 2. Backup 1.2.4 stuff 3. replace 1.2.4 stuff with 1.3.2 4. went through all the otrs script directory to replace all references to /opt and changed it to c:\otrs Cronw and MySql starts fine. Apache is having problem start with this message: "The Apache2 service terminated with service-specific error 1." Looked into the apache log dir and no error message that stands out in the error.log. Well, any help would be appreciated. Thanks in advance. Oh, I doing this to get some of the generic GUI interface and customer text fields to work. Jack _______________________________________________ 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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RE: [otrs] new windows version
by Shum, Jack 09 Dec '04

09 Dec '04

Just got done upgrading from 1.2.4 to 1.3.2 on win32. Get the tarball for 1.3.2 find all references with unix path format to dos location of otrs and debug a few module startup issues then you should be all set. Still testing right now to see everything is working. Hope that helped. Jack -----Original Message----- From: Andreas Bublitz [mailto:abublitz@genese.de] Sent: Monday, December 06, 2004 11:52 AM To: otrs(a)otrs.org Subject: [otrs] new windows version Hey guys, I just wanted to know if there will be any new OTRS version for Windows or if you just stopped bringing out new versions for Windows, God bless, Andy _______________________________________________ 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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Delete Ticket
by Nav Dhunay 09 Dec '04

09 Dec '04

Hello. Is there a way to delete a ticket from the front end (web interface)? Nav

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Missing something in main view
by Thomas Earl 09 Dec '04

09 Dec '04

Greetings to all, Ok, I have RTFM and poured over the config files and I think I'm missing something. My boss wants to be able to see all the tickets (and queues) on the main display when he logs in. Can I do this? Thanks, Tom -- Thomas Earl Network Engineer & Designer Communications Access Center (CAC) 1631 Miller Road Flint, Michigan, 48503 248-705-7408 (cell) 810-239-3112 (office) "Life is not a journey to the grave with the intention of arriving safely in a pretty and well preserved body, but rather to skid in broadside, thoroughly used up, totally worn out, and loudly proclaiming...'Wow! What a ride!!'" --Jack Wilson

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Close call message
by Mathew Davies 09 Dec '04

09 Dec '04

Is it possible to include the 'close call message' into the email sent to the customer. Currently we appear to only be able to add an internal or external note but this is only visible when the customer checks back to the website. -Mat ________________________________________________________________________ This e-mail has been scanned for all viruses by Star. The service is powered by MessageLabs. For more information on a proactive anti-virus service working around the clock, around the globe, visit: http://www.star.net.uk ________________________________________________________________________

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howto configure backup DC in ldap authentication for agents
by ATosi＠oki.it 09 Dec '04

09 Dec '04

I've successfully configured the ldap lookup for password verification on a windows 2000 domain in native mode. Is there a way to configure a backup ldap server for authentication? Ciao AleX

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Remove [Ticket#] from the subject
by Akbar S. Ahmed 09 Dec '04

09 Dec '04

Hi, I modified the AgentCompose.pm file as documented below. What I did appears to work, however, I do not know Perl and was wondering if there are any side effects that I should be aware of. Are the modifications I made correct? I made the following modifications in: /opt/otrs/Kernel/Modules/AgentCompose.pm 1. In sub SendEmail I made the following modifications: my $TicketHook = $Self->{ConfigObject}->Get('TicketHook') || ''; $GetParam{Subject} =~ s/^..: //; $GetParam{Subject} =~ s/\[$TicketHook: $Tn\] //g; $GetParam{Subject} =~ s/^..: //; $GetParam{Subject} =~ s/^(.{45}).*$/$1 [...]/; # Akbar S. Ahmed - Removed TicketHook from Subject # Original line is commented out. Modified line follows. #$GetParam{Subject} = "[$TicketHook: $Tn] ".$GetParam{Subject}; $GetParam{Subject} = "Re: " .$GetParam{Subject}; 2. In sub Form I made the following modifications: my $TicketHook = $Self->{ConfigObject}->Get('TicketHook') || ''; $Data{Subject} =~ s/^..: //; $Data{Subject} =~ s/\[$TicketHook: $Ticket{TicketNumber}\] //g; $Data{Subject} =~ s/^..: //; $Data{Subject} =~ s/^(.{45}).*$/$1 [...]/; # Akbar S. Ahmed - Removed TicketHook from Subject # Original line is commented out. Modified line follows. #$Data{Subject} = "[$TicketHook: $Ticket{TicketNumber}] Re: " . $Data{Subject}; $Data{Subject} = "Re: " . $Data{Subject}; Thanks in advance, Akbar

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