February 2004 - otrs - OTRS mailing lists

Customer 'Show closed tickets' preference
by Jim Wight 19 Feb '04

19 Feb '04

I'm in the process of checking a test system I've upgraded to 1.2.1 (from 1.1.1-01). I notice that the customer preference 'Show closed tickets' has no effect. I always get only open and new tickets listed in Ticket-Overview whatever the setting. Is the preference supposed to work, or do the Show closed tickets/Don't show closed tickets links effectively replace it? Jim

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RE: [otrs] PhoneView question
by Covert, Jake 19 Feb '04

19 Feb '04

Ok. Great! ********************************* 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 Martin Edenhofer Sent: Thursday, February 19, 2004 1:43 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] PhoneView question On Thu, Feb 19, 2004 at 08:21:15AM -0500, Covert, Jake wrote: > Ok, I'm remembering now. A way to initiate an email to an existing > customer. Maybe the usage is a little hidden, but not sure the new phone > view matches up with this functionality. Jake, it's not the new phone view. It's a new module. http://host/otrs/index.pl?Action=AgentEmail PS: It's not activ in the demo system. Because it's the best way to spam people. Martin Edenhofer -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication! _______________________________________________ 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] PhoneView question
by Covert, Jake 19 Feb '04

19 Feb '04

Ok, I'm remembering now. A way to initiate an email to an existing customer. Maybe the usage is a little hidden, but not sure the new phone view matches up with this functionality. In the 'To:' field, there should an area to select a customer to send an email to, but I only see queues listed. Hrmmm??? (search customer maybe?) In the 'From:' field, I see a blank field, as if you can put any email address in the from field. Why? Wouldn't every system initiated e-mail going to a customer automatically come from the default email address set? Or maybe, if there are multiple system e-mails defined, maybe a list of those? (as in from sales(a)company.com or support(a)company.com, instead of just having to guess). Of course, I might have mis-understood: a) What was really requested *or* b) How what was requested was implemented Appreciate your help. ********************************* 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 Martin Edenhofer Sent: Wednesday, February 18, 2004 5:13 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] PhoneView question On Tue, Feb 10, 2004 at 08:55:59AM -0500, Covert, Jake wrote: > :-) > > Can you explain how this works again? (or the manual page..) Like http://lists.otrs.org/pipermail/otrs/2003-April/001377.html -=> Send a new inital ticket/email to an customer. > ********************************* > Jake Covert > Infrastructure Analyst > Electronic Data Systems > PSIC Support Group > (586) 986-9698 Work > (586) 518-3859 Pager > http://www.eds.com > ********************************* Martin Edenhofer -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication! _______________________________________________ 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] StorageDB configuration
by Thomas Nilsen 19 Feb '04

19 Feb '04

Try adding the following to you my.cnf set-variable = max_allowed_packet=20M That's what we use (on a Windows MySQL 4.x installation). Thomas >-----Original Message----- >From: Brice Levy [mailto:brice.levy@6wind.com] >Sent: Thursday, February 19, 2004 2:08 PM >To: User questions and discussions about OTRS. >Subject: Re: [otrs] StorageDB configuration > > >Hi Martin, > >> Normally /etc/my.cnf works (in my cases). >I found out that /etc/my.cnf works, and the other ways too. >What's more, the default on my system is 16Mbytes, which is >quote enough for >our needs : >-- >$ mysql --help | grep packet >max_allowed_packet current value: 16777216 >-- > >Alas, I still get the 'packet bigger than' error in OTRS logs for a >2.6Mbytes file (the otrs-1.1.3-01.tar.gz archive, actually :) >I have been trying with mysql : >mysql Ver 12.17 Distrib 4.0.10-gamma, for portbld-freebsd4.8 (i386) >mysql Ver 11.18 Distrib 3.23.56, for portbld-freebsd5.1 (i386) >on different servers, both have a default value of 16777216 for >max_allowed_packet, and both give the same error > > >> Martin Edenhofer > >Brice > >_______________________________________________ >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/ > DISCLAIMER: This message contains information that may be privileged or confidential and is the property of the Roxar Group. It is intended only for the person to whom it is addressed. If you are not the intended recipient, you are not authorised to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message.

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StorageDB configuration
by Brice Levy 19 Feb '04

19 Feb '04

Hi, Our OTRS system uses the default Kernel::System::Ticket::ArticleStorageDB (because apache does not run as otrs), and I would like to be able to store larger tickets than the default. OTRS doc says i have to use max_allowed_packet=8M in mysql configuration. I have created (following MySQL doc) a file named my.cnf containing : -- [mysql] set-variable = max_allowed_packet=8M -- The file is located in the mysql data dir. I have restarted mysqld and apache, but i still get a "Got a packet bigger than 'max_allowed_packet'" error in OTRS logs when i send a mail with a large attachement. I have tried to place the file in /etc/my.cnf , and in ~otrs/.my.cnf but I still get the same error. Has anyone tried to tweak this ? Is it a mysql or otrs issue ? Thanks, Brice

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Attachment not working : "Need ContentType !"
by Brice Levy 19 Feb '04

19 Feb '04

Hi again, I'm trying to send an email to OTRS with an attachment (a small ascii file named error.log created with notepad). The system receives the e-mail, creates a ticket with an attachment named 'filed-1', containing the message body, but no attachment for the error.log file. In the OTRS logs I get the error "Need ContentType !" at the same date as the ticket creation. I am using OTRS 1.2.1. Any help would be appreciated, Brice

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Support for error message Can't get ArticleID from INSERT!
by Manuel Marin Garcia 19 Feb '04

19 Feb '04

Please help! When there is an owner change or state update in any ticket. The use never get a notification. Checking the system log I see error Can't get ArticleID from INSERT!. Please help!

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otrs vs ldap
by Leonardo Amezquita 19 Feb '04

19 Feb '04

Hi list i have that otrs auth vs ldap but i´am not what make can help me thanks you bye

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RE: [otrs] PhoneView question
by Covert, Jake 18 Feb '04

18 Feb '04

:-) Can you explain how this works again? (or the manual page..) ********************************* 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 Martin Edenhofer Sent: Monday, February 09, 2004 8:57 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] PhoneView question Hi All, because of this thread, I create a new beta for OTRS 1.2 b3 with the contact customer (create ticket) feature. Thanks for feedback and testing! :) Martin Edenhofer -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication! _______________________________________________ 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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newbie questions..
by Brian 18 Feb '04

18 Feb '04

Hello All, I have otrs 1.1.3 working and running a FreeBSD box. I'm routing the email there.. as in I have a valid email account (support(a)poklib.org) which redirects to an internal machine where otrs is running (otrs(a)mystique.poklib.org) Both machines are running qmail and in the /opt/otrs home I've added a .qmail file with the delivery instructions |/usr/local/bin/maildrop for the .mailfilterrc to deliver it properly.. My question is.. shouldn't it send an auto response that otrs has recieved a message? I can reply back to the sender using the Compose Answer (email) empty option. But I thought there was a way to auto respond to an email.. Also how do I delete things like POP3 accounts and Responses, Auto Responses.. do I just edit them so they are 'blank' then save them? Do I save it as invalid?..

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