March 2004 - otrs - OTRS mailing lists

Auto-Reply on new ticken doesnt work
by Timo Eckert 08 Mar '04

08 Mar '04

hello, I want that our Customers get an notify-email with the ticket-number on an New Ticket. So, my Queue is called 'xyz-queue'. I Created a new eMail in the Admin-Module under 'Auto-Antworten' (sorry for german. I think this is Auto-Reply) and then i assigned the eMail under 'Auto-Antworten <-> Queues' to my queue 'xyz-queue'. If i write a new email to this queue, nothing happend. Is this broken, or have i to change my Config (Config.pm)? Regards, Timo. (Sorry for my English. ;) )

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Where do I change Subject string length
by Wes Plate 07 Mar '04

07 Mar '04

User sends an email with this subject... Duplicated filenames when I'm trying to capture ! It OTRS, it becomes... [Tkt#: 1267] Re: Duplicated filenames when I'm [...] Where do I make a change to the config so that the subject heading's text is not truncated? -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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Graphical Stats Probleme
by Frédéric PLANCHON 06 Mar '04

06 Mar '04

Hi, I've a problem with Graphical Stats. mkStats.pl work perfectly every night and produce valid yyyy-mm.png file. So when I want to see stats via my browser, an invalid picture. It's not a browser problem, I've tested unsuccessfully with IE and mozillla and directly with a wget command. I use the last published version of otrs (1.2.1) on Linux RedHat with apache 1.3.28, and perl 5.8.3. I don't use mod_perl. Do you have some idea ? -- Fred

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RE: [otrs] 1.2 Questions
by Thomas Nilsen 06 Mar '04

06 Mar '04

Don't know if this might be of interest, but I'm currently developing Brage CM, a change management/Asset management application using PHP (http://brage-cm.sourceforge.net) I could look at trying to integrate this with OTRS (although I'm not much of a perl coder). Brage CM is still in its early development (but fully functional) so I can easily adopt it to fit other needs. Regards, Thomas >-----Original Message----- >From: Robert Kehl [mailto:robert.kehl@otrs.de] >Sent: Thursday, March 04, 2004 12:41 AM >To: User questions and discussions about OTRS. >Subject: Re: [otrs] 1.2 Questions > > >> Is there a plan to add asset management to otrs? If not might be a >> project we will look into adding as our issues usual relate more to >> hardware than users and we need to track more by equipment/location >> than by user (school environment) > >Currently, we plan to integrate some day with these (from TODO): >- interfaceing with bugzilla (martin) >- interfaceing with Nagios (http://www.nagios.org/) >- interfaceing with ISPMan (http://www.ispman.org/) > >We're looking forward to your suggestions or ready-to-patch-in code ;) >concerning asset managemant! > >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 > >_______________________________________________ >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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using OTRS with a more advance auto-Response?
by Francois Lambert 05 Mar '04

05 Mar '04

Did anyone of you know if there is a way to have an autoresponse that would allow to analyse the constext of the e-mail. Im thinking something like weka3 (data mining) tool? Francois Lambert COO Atelka Inc. Tel. : 514-448-4905 #2200 Cel. : 514-570-4797

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Invalid SessionID
by TK 05 Mar '04

05 Mar '04

Hi all, when I login with a customer on machine A and want to create a new ticket, I get an "Invalid SessionID"-error. When I login with the same customer on machine B, everything is fine. Does anyone know what's the problem? Do I have to set special preferences in the browser? I think cookies are allowed, otherwise the login should fail, too. Thanks in advance! Tobias

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Revisions i would love to see.
by Jeremy Kenney 04 Mar '04

04 Mar '04

We are a small outsource support facility for ISP's we currently have a ASP ticket system. We want to move to OTRS but it has some limitations that keep us from moving forward. We would like to see a survey system built into the system. We would also like to a layout for customers that allow ISP's to login and issue alerts to us like equipment problems and other such issues. Also support for database client database searches allow us to search the ISP's database for specific information that would be added to the ticket such as telephone number username and password information. Also a more tighter link between the tickets and the clients.

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1.2 Questions
by J.Traynor 03 Mar '04

03 Mar '04

Hi, Just moved to 1.2 after a successful trial of 1.1.3 and on the whole things are working great. We have a few niggles that we aren't sure how to get working. I've done the rtfm bit and still got nowhere. 1,We want a user to just be able to view the postmaster queue (read only). I created a new user and gave him ro to the users group(postmaster is a member of this). When the user logs in all he sees is a blank personal queue even if he has his personal queue set to include postmaster. I change the account to rw for the uses group and now he sees all the tickets but of course can edit them. How do I get the ro option to work?? 2, In phone view it defaults to To: - , what is the config option to default this to postmaster as it's a pain having to change it each time 3, I want to use a free text item to store a barcode equipment number for each call. I have defaulted the field name which works fine so I can enter the information once a ticket is created but I can't see a way of adding a free text input box to the phone view. I read in a dev list email tat this feature is there, I just can't find the option. Is there a plan to add asset management to otrs? If not might be a project we will look into adding as our issues usual relate more to hardware than users and we need to track more by equipment/location than by user (school environment) Many Thanks James Traynor King's College School DISCLAIMER: This Electronic mail is strictly confidential and intended solely for the person or organisation to whom it is addressed. It may contain privileged information and if you are not the intended recipient, you must not copy, distribute or take any action in reliance on it. Its content doesn't necessarily represent the views of this organisation. If you have received it in error, please notify us as soon as possible and delete it. We have an anti-virus system installed on all our PCs and therefore any files leaving us via e-mail will have been checked for known viruses. We accept no responsibility once an e-mail and any attachments leave us. Please be aware that we store all e-mails and may monitor messages at any time. Registered Charity Number 310024.

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See tickets locked by other agent
by Marton András 03 Mar '04

03 Mar '04

Hi! I am new to OTRS and trying to customize my system. Is it possible to configure agents to see tickets locked by other agent(s)? Thanks for your help in advance! Andras -------------------- Andras Marton systems engineer mailto:marton@omikron.hu

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Installation
by Jeremy Kenney 03 Mar '04

03 Mar '04

I am having a lot of problems install things I could just be dumb but I would appreciate a hand

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