March 2004 - otrs - OTRS mailing lists

The FAQ system - how to use it?
by Wes Plate 14 Mar '04

14 Mar '04

I searched the documentation, it doesn't mention the FAQ system. How are we supposed to use the FAQ feature in the customer interface? It sounds good, assuming that it is what it sounds like it is. Thanks. -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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Configure incoming queue ?
by Carsten Zerbst 13 Mar '04

13 Mar '04

Hallo, is it possible in otrs 1.2 to configure a single incoming queue for customers ? Currently they see all defined queues. Thanks, Carsten -- Carsten Zerbst, Atlantec Enterprise Solutions, Hamburg

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Problem with attachments
by Branko Zecevic 11 Mar '04

11 Mar '04

Hello, We are new to OTRS and have been building a test system with OTRS 1.1.3 on Windows 2000. We have encountered a problem after uploading attachments of "binary" type (e.g. zip, exe). The attachments are visible in the respective folders (i.e.C:/otrs/var/article), but are not of correct size, and subsequently cannot be opened or executed correctly. The system has been set up with the following options: * TicketStorageModule = Kernel::System::Ticket::ArticleStorageFS (file system) Thanks for your help. Regards Branko Zecevic Pointer d.o.o., Iblerov trg 7, 10000 Zagreb, Croatia tel: +385 (0)1 2325 908 fax: +385 (0)1 2308 416 mobile: +385 (0)98 415 705 email: branko.zecevic(a)pointer.hr

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Customer receives thank you for your email message when using phone view
by Jorick Astrego 11 Mar '04

11 Mar '04

When we use the Phone button to open a new ticket for a customer, they receive an email message with "thank you for your email, you have been assigned ticket no." or someting like that. How do I modify this message to reflect that it was a phone entry? 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.nl

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RE: [otrs] Invalid SessionID
by TK 11 Mar '04

11 Mar '04

> -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of > Robert Kehl > Sent: Thursday, March 11, 2004 2:12 AM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] Invalid SessionID > > > On Monday, March 08, 2004 11:19 AM > TK <TK(a)de-facto.de> wrote: > > Hi, I do not use the same session! I only login with the same > > Customer-Data (Username, Password) on different Machines. Login is > > successful on both machines. But when I want to submit a new ticket, > > on one machine I get the "Invalid SessionID"-Error. > > Does the issue happen when you log _out_ beforehand on the questioned > machine? > > Regards, > > Robert Kehl > No, I do not log out. I did the following steps: 1. Login 2. New Ticket - Button 3. Fill out fields 4. Press Submit - Button --> Invalid SessionID - Error It has to be a problem with the questioned machine, because the 4 steps work on every other machine. Maybe there's another software which detects cookies and deletes them??? Thanks and Regards Tobias > -- > ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg > http://www.otrs.de/ :: Tel. +49 (0)6172 4832388 > > _______________________________________________ > 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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[Q]Large Attachments
by Bakari Allen 11 Mar '04

11 Mar '04

We are having a problem with large attachments in our OTRS 1.1.3 system. Our configuration uses the mail fetch feature to pull requests from an internal POP3 account. Requests are then dropped into the appropriate queue for review. Occasionally, one of our users will send an attachment that screws up the system. The attachments in question are usually about 1 MB in size. The fetch doesn't pull the mail message completely from our POP3 server, but it does successfully create a ticket. Unless we go into the account and manually delete the message with the attachment, it will continue to loop. Newer messages (sent after the message with the attachment) never make it out either. In turn, the customer receives several auto-responder messages, each with a different ticket number. Any ideas? Bakari A. Allen Director of Information Technology Jackson and Hardwick bakari.allen(a)jhlaw.net

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CRLF in Notifications Forms Breaks Zoom Link
by L. Mark Stone 11 Mar '04

11 Mar '04

We have OTRS 1.2 send out notifications to agents whenever a new ticket is generated. The notification has a web link to zoom directly to the ticket. But, OTRS formats the link with a space between the domain and the web page, which makes the link not work. I looked at the notifications forms and saw that there is a CRLF between the domain variable and the ticket variable. I removed the CRLF from the English notification forms and now all seems fine. This wasn't an issue in 1.1x BTW. Best regards, and thanks for a terrific product! Mark -- ______________________________________________________________ L. Mark Stone President Reliable Networks of Maine, LLC 477 Congress Street, 5th Floor Portland, ME 04107 Tel: (207) 772-5678 Cell: (917) 597-2057 Email: LMStone(a)RNoME.com Web: http://www.RNoME.com

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RE: [otrs] StorageDB configuration
by Seigafuse, Mike 11 Mar '04

11 Mar '04

I had the same issue for quite a while, I finally figured out that I was using the wrong syntax in my my.cnf file. Once I got that right the problem was cured. Since it seems others may have the same problem, here is what my file looks like: [mysqld] datadir=/var/lib/mysql socket=/var/lib/mysql/mysql.sock set-variable = max_allowed_packet=8M [mysql.server] user=mysql basedir=/var/lib [safe_mysqld] err-log=/var/log/mysqld.log pid-file=/var/run/mysqld/mysqld.pid My error was that I wasn't using the set-variable part. Mike -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Brice Levy Sent: Thursday, February 19, 2004 10:06 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] StorageDB configuration Hi again, I finally found out why it did not work, and how to have it work. It seems (on both systems I've tried) that options files are read by mysql client, but not by mysql server. Hence, mysql --help reported the value I wanted to set, but mysql server still used the default 1Mbyte value ... don't ask me why :-) running mysqld_safe with --max_allowed_value=8M in the command line did the trick : # mysqladmin -p variables | grep packet Enter password: | max_allowed_packet | 8387584 and sending a bigger file now works, though I can't use an option file to achieve it. 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/

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CMD in generic agent / run external applications
by Michael Puetz 11 Mar '04

11 Mar '04

Hallo Guys! I like OTRS but i am no PERL guru. I have a special Queue called DELETE_USER I have a external application which needs the Customer Emailaddres of each user in that queue as parameter. The GenericAgent only allows TicketID and TickerNumer as parameter for the CMD attribute. Not Priority 1 but it would be nice to attach the Application Response / Output to the ticket. :-) So what to do to get this thing running? Really interested in any draft and help Michael

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RE: [otrs] a newbie question about reporting
by Paul Stigaard 11 Mar '04

11 Mar '04

Hello again, I wrote: > >>reporting how many of each category of issue is handled weekly, > >>monthly and so on. It seems like it should be straight-forward > >>enough to generate a report based on what response or category was > >>chosen to associate with each ticket, and how many tickets received > >>any particular response within a given time period. However, the > >>only statistics generated that I can find are for agent performance, > >>not the issues themselves. > >> > >>Is this something that is addressed in OTRS 1.2? > Robert Kehl replied: >No, sorry, we do not currently provide means from withtin OTRS to get >where you want to. I've noticed references to different levels of importance on a 'to-do' list in the archives. Is this one of those "yeah, it would be nice but we have no priority on when to get to it" features, or is there any chance it's placed a little higher for future versions? > >>Is there maybe a different piece of software that others use for this > >>functionality, that can generate information based on what's in the > >>database? > >Most people construct raw SQL queries for use in reporting tools mayber. Well, while I have some SQL, even MySQL, experience, I'm certainly no DBA. >I can't tell you much about staistical report tools, but there must be >plenty out there. Has anyone else found a good reporting tool for these features? I noticed an email in the archives describing MySQL Control Center as a potential interface for this, but has anyone tested this for making similar queries? many thanks, Paul -- Paul Stigaard Operations Analyst Retail Lockbox, Inc.

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