February 2004 - otrs - OTRS mailing lists

Pending auto issue
by Daniel Balan 26 Feb '04

26 Feb '04

Hello OTRS, A little issue about Pending tickets: A made a status: "Waiting for Customer Verification +" Status type=pending auto > this should close the ticket if the customer does not reply in x days. Here is a piece from the one ticket history : 1. SendAnswer Sent email to 'mail(a)customer.com'. x dan 02/17/2004 17:07:20 2. TimeAccounting 1 time unit(s) accounted. Now total 7 time unit(s) x dan 02/17/2004 17:07:21 3. StateUpdate Old: 'pending reminder' New: 'Waiting for Customer Verification +' x dan 02/17/2004 17:07:21 4. SetPendingTime Set Pending Time to 2004/02/22 17:06. - dan 02/17/2004 17:07:21 At that moment (2004/02/22 17:06) I was expecting the ticket to be closed, but today I have: Pending till: -1 day 23 hours So, OTRS is working for my new status like it is a pending reminder not a pending auto or am I wrong about the pending auto behavior. Regards, Daniel

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How do I notify people that there is a new ticket
by Reinhard en Partners 26 Feb '04

26 Feb '04

Hi folks, We installed OTRS and configured it a bit more to our liking but I'm unable to get the following working. We have customers mail us at an helpdesk e-mail address and use pop tot retreive the correct message to the corresponding queue. The new tickets are then owned by root which is not that much a problem, but nobody gets a notification that there is a new ticket. How do we configure it to send a message to the people that handle a particular queue when there is a new ticket? Otherwise our helpdesk staff has to monitor the queues themself all the time. Thanks in advance for any help and kudos to the people who made this software possible! __________________________________ Do you Yahoo!? Yahoo! Mail SpamGuard - Read only the mail you want. http://antispam.yahoo.com/tools

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Creating a postgres database
by peter McGregor 26 Feb '04

26 Feb '04

Hi, I have been following a post from Eddie Urenda Date: Thu, 6 Feb 2003 00:53:54 -0800 (PST) on how to set up otrs with postgres. I think I have successfully set up otrs with postgres on fedora, using the redhat 8 rpms. (well the web interface works anyway) I have also tried to install otrs on a redhat 7.3 system. My problem is that the postgres on redhat fedora is postgres 7.3 and the postgres on redhat 7.3, is postgres 7.2 The command I used to create otrs on redhat fedora is psql> create database otrs with owner=otrs; This command is not available on postgres 7.2, so I have to create the database and assign it to otrs some other way. I don't know the commands to do this <Eddie's post> 1. As user "postgres" issue a "creatuser -P otrs", say yes to allow creation of other users and databases if you want otrs to be database superuser (not required). Write down your selected password, you will need to provide it when configuring Config.pm in 7. 2. Login as user "otrs", issue a "createdb otrs" </> I don't know how to do point 2 Any help would be appreciated. regards Peter McGregor

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Actual use of the OTRS system in a production environment?
by Juan Gonzalez 26 Feb '04

26 Feb '04

I apologize in advanced if this is the wrong forum to ask of this, but it is very important. I am in charge of technology at joann.com, the largest arts and crafts ecommerce site out there. This includes a call center that houses many agents. We are currently using a product called Facetime for our customer care emails. Needless to say, this product is too simple for us and not customizable. I have been monitoring the OTRS web site and mailing lists, and I can clearly see that this product can work great for us. I've even showed it to our customer care manager, and she is loving the added functionality. In trying to sell the product to management, it's very easy to say that the product is open source (FREE, but with cost for support) and that it will run on a server that I recently bought (an Apple Xserve). But, the standard question of "Is this something that is actually used at a big company out there?" comes up. Direct responses to me would be appreciated on: Amount of agents using the system at your location Number of tickets that you have in the system and have you seen any problems with a large amount of tickets in the system Any problems that you've noticed with the system What maintenance do you perform on the system and what is the amount of time spent of making sure that everything is working I clearly see that the developers are monitoring the mailing list as they are always willing to help. I've actually made it a point that if I were to setup OTRS for our own use, that we would definitely get support through otrs.de as it's always a good idea to support those who make your life a little easier. I thank all of you in advanced for any responses and could create a short summary of the responses that I could post to the mailing list. Juan Gonzalez Manager, Information Technology Ideaforest 2361 Rosecrans Ave. Suite 360 El Segundo, CA 90245 juan(a)ideaforest.com

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RE: [otrs] OTRS Customizations Discussion
by Covert, Jake 25 Feb '04

25 Feb '04

Those look like some nice modifications. I think there should be maybe a mods section of the website where users can submit custom modifications for everyone to see / distribute. Then if they are popular enough, they'd eventually get rolled into the main code. Martin, any hope of a "Mods" section of the website where the users can add their own customizations? Going back through the mail list archives for that one modification is a little bit of a hassle. Plus, there's no way to tell what it worked on, how popular it is, etc... ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com ********************************* -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Charles R. Thompson Sent: Monday, February 23, 2004 4:22 PM To: otrs(a)otrs.org Subject: [otrs] OTRS Customizations Discussion I'm curious how far people have taken customizing OTRS inside and out. I think a shared discussion might help foster some new ideas others may not have considered. I'd appreciate any feedback from other users on things they've done to make the technician's jobs easier. I haven't modified the deep guts of OTRS too much myself, but have tweaked a few things based on requests from our users. Here are a couple of sorta large screenshots with notations of minor tweaks I've made to make technicians happy... Btw.. The timeframes on those.. We do some projects that take months and use OTRS to track them as well. We're not the slowest team on earth! ;) http://www.indysoft.com/personal/charles.thompson/indysoft/otrs1.gif (100Kb) http://www.indysoft.com/personal/charles.thompson/indysoft/otrs2.gif (90Kb) Charles _______________________________________________ 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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Owner by Queue / Search template
by Ronan O'Brien 25 Feb '04

25 Feb '04

Hey, I've been testing OTRS for a few weeks now and I'm really impressed with its features and customisability. However, I've two questions that I've been scratching my head with .. hopefully someone will be able to help! 1/ I'm having a problem searching for tickets based on their owner. I'm using the ticket search function, and am specifying the state as new/open and the owner as the agent who's active tickets I want to view. However, the search result shows tickets that other agents own too. Any ideas? The way I've set up the system (Win32 1.2.2) is that each agent has a queue, and ownership of tickets it their queue is automatically set to them - I did this using a generic agent that runs every minute i.e: genericagents.pm.. 'SetQOwnerRonan' => { Queue => 'Ronan', States => ['new', 'open'], New => { Queue => 'Ronan', Owner => 'robrien', States => ['new', 'open'], }, 2/ Is it possible to have generic search templates shared between different agents placed on front end? I'm not sure how to share search templates between users, or the code required to update the dtl file (what would the action/url be?) Basically I want agents to have 1-click access to everyone's queue list .. without having to worry about locked tickets etc.. Thanks again, Ronan Ronan O'Brien IT Team http://www.thamesreachbondway.com _____ This message and any attachments (the "message") are intended solely for the addressee(s) and are confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accordance with its purpose and any dissemination or disclosure, either whole or partial, is prohibited except by formal approval. The contents of this message may contain personal views which are not the views of Thames Reach Bondway, unless specifically stated. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission.

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perl-GD problem
by Vyacheslav Garonin 25 Feb '04

25 Feb '04

Hi! Graph Stats don't work I see in document stats Create every day new graphics (default: not active). 50 23 * * * $HOME/bin/mkStats.pl >> /dev/null and on my server perl-GD is installed [slavag@uadncio otrs]$ rpm -qli perl-GD Name : perl-GD Relocations: (not relocateable) Version : 1.41 Vendor: ASPLinux Release : 9asp Build Date: Вск 27 Апр 2003 12:23:30 Install Date: Птн 26 Дек 2003 17:36:26 Build Host: arena.asplinux.ru Group : Development/Libraries Source RPM: perl-GD-1.41-9asp.src.rpm Size : 1229509 License: distributable Signature : DSA/SHA1, Пнд 05 Май 2003 10:21:29, Key ID c96aa8e69b3c94f4 Packager : ASPLinux Team <packages(a)asp-linux.com> URL : http://www.cpan.org Summary : GD module for perl Description : GD module for perl /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi/GD.pm /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi/auto/GD/GD.bs /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi/auto/GD/GD.so /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi/auto/GD/autosplit.ix /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi/patch_gd.pl /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi/qd.pl /usr/share/man/man3/GD.3pm.gz But [root@uadncio etc]# [root@uadncio bin]# ./mkStats.pl Can't locate GD/Graph.pm in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib /opt/otrs /usr/lib/perl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0 /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl .) at ./mkStats.pl line 37. BEGIN failed--compilation aborted at ./mkStats.pl line 37. As you can see path for search this lib exist. Please, help me found my mistake. -- Regards, Vyacheslav. System administrator MaxBill Donetsk UA. VVG-RIPE ************************************************************************************************************************************************ Important Notice The information contained in this e-mail message and its attachments is privileged and confidential, and is protected from unauthorized use or dissemination or by intellectual property rights. The information is intended only for the use of the individual or entity named above. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please notify us immediately by telephone, or by e-mail and delete the message from your computer. Thank you! ************************************************************************************************************************************************

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otrs4win32-1.2.2-01.exe released
by Robert Kehl 25 Feb '04

25 Feb '04

Today we present to you OTRS 1.2.2-01 on Win32 in the OTRS for Windows32 Installer: otrs4win32-1.2.2-01.exe (29,2 MB) ftp://ftp.gwdg.de/pub/misc/otrs/misc/win32/otrs4win32-1.2.2-01.exe MD5: 2125793a84ad034e6f97211c6e3d5bb1 It is based on OTRS 1.2.2-01, the INSTALL document can be found at http://doc.otrs.org/cvs/en/html/install-win32.html#OTRS4WIN32 Please be so kind to direct all questions and answers to this mailing list. You are encouraged to file reports on bugs (if you found some) via http://bugs.otrs.org/ We would very much like to hear from your experiences with this software. Thank you for your help! With highest regards, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388

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Internal Server Error
by Daniel Balan 25 Feb '04

25 Feb '04

Hello otrs, There is little bug: I am using a lot of pending tickets so there are few moments when I am trying to set a pending and I get : "Internal Server Error 500". Where is the bug: when I set the pending time I set: 31 Feb 2004...what a glorious day. :) So if any one of you encounters this issue please make sure the date is OK. Any way, I think for future versions OTRS should include protection against such errors. Have a nice day. Daniel

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First time install problems
by John Nicholson 25 Feb '04

25 Feb '04

Hello All- This is my first attempt to install anything like OTRS. I'm trying to install it on a Mac OS 10.3.2 Server. Here is what I get when I run the checkmodules. xmailserver:/opt/otrs/bin admin$ ./otrs.checkModules Can't stat /Network/Library/Perl/5.8.1/darwin-thread-multi-2level: No such file or directory at ./otrs.checkModules line 41 Can't stat /Network/Library/Perl/5.8.1: No such file or directory at ./otrs.checkModules line 41 Can't stat /Network/Library/Perl: No such file or directory at ./otrs.checkModules line 41 CGI ... ok Date::Pcalc ... ok DBI ... ok DBD::mysql ... ok Digest::MD5 ... ok Email::Valid ... ok IO::Scalar ... ok IO::Wrap ... ok MIME::Base64 ... ok MIME::Tools ... ok Mail::Internet ... ok Net::DNS ... ok Net::POP3 ... ok Net::LDAP ... not installed! (for directory authentication - not required) Net::SMTP ... ok Authen::SASL ... ok GD ... not installed! (for stats - not required) GD::Text ... not installed! (for stats - not required) GD::Graph ... not installed! (for stats - not required) GD::Graph::lines ... not installed! (for stats - not required) GD::Text::Align ... not installed! (for stats - not required) xmailserver:/opt/otrs/bin admin$ Is the can't stat messages at the beginning something to be worried about? I don't know what this means. Then I the instructions it says to do these commands: Check if all needed modules are installed: ------------------------------------------ $shell:~> perl -cw /opt/otrs/bin/cgi-bin/index.pl /opt/otrs/bin/cgi-bin/index.pl syntax OK $shell:~> perl -cw /opt/otrs/bin/PostMaster.pl /opt/otrs/bin/PostMaster.pl syntax OK $shell:~> Here is what I get when I do that: xmailserver:/ admin$ perl -cw /opt/otrs/bin/cgi-bin/index.pl Can't locate Kernel/Config.pm in @INC (@INC contains: /opt/otrs/bin/cgi-bin/../../Kernel/cpan-lib /opt/otrs/bin/cgi-bin/../.. /System/Library/Perl/5.8.1/darwin-thread-multi-2level /System/Library/Perl/5.8.1 /Library/Perl/5.8.1/darwin-thread-multi-2level /Library/Perl/5.8.1 /Library/Perl /Network/Library/Perl/5.8.1/darwin-thread-multi-2level /Network/Library/Perl/5.8.1 /Network/Library/Perl .) at /opt/otrs/bin/cgi-bin/index.pl line 49. BEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/index.pl line 49. xmailserver:/ admin$ Can anyone explain to me where I have gone wrong and how to get back on track? Thanks for any help. John

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