April 2004 - otrs - OTRS mailing lists

RE: [otrs] Email notification when ticket is escalated
by Tyler Hepworth 16 Apr '04

16 Apr '04

> The > Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue > module just takes the agents which the selected escalated queue. That's all I needed to know. Thanks. > If you want to notify any agent who is able to work (rw) on > the ticket, then you need to write a own GenericAgent module > like this one. > I can do that. Perl is fun! Regards, Tyler

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Ticket search : filtering on priority field not working?
by Lionel MARIE 16 Apr '04

16 Apr '04

Hello All, It seems that the priority field in the "Ticket Search" form of "utilies" does not work...Whatever the priority selected, OTRS returns all tickets for any priority. We use OTRS 1.2.2. I've searched some related topics on the Net but found nothing revealant. Does anyone see the same behavior? Cheers L.

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RE: [otrs] What does "split" do?
by Covert, Jake 16 Apr '04

16 Apr '04

Can you give a practical example of how this feature would be used? Martin Edenhofer wrote: > On Fri, Apr 16, 2004 at 10:03:00AM -0600, Tyler Hepworth wrote: >> In addition to "forward", I noticed there is an option to "split". >> What is that? > > So you can split/copy an ticket. > >> Tyler Hepworth > > Martin Edenhofer Jake Covert

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RE: [otrs] What does "split" do?
by Covert, Jake 16 Apr '04

16 Apr '04

Ah... Thank you. Martin Edenhofer wrote: > On Fri, Apr 16, 2004 at 12:17:55PM -0400, Covert, Jake wrote: >> Can you give a practical example of how this feature would be used? > > A customer sends an email with two questions (to different topics). > > So "split" the ticket and move one ticket to "Queue A" and the other > ticket to "Queue B". > > -Martin > >> Martin Edenhofer wrote: >>> On Fri, Apr 16, 2004 at 10:03:00AM -0600, Tyler Hepworth wrote: >>>> In addition to "forward", I noticed there is an option to "split". >>>> What is that? >>> >>> So you can split/copy an ticket. >>> >>>> Tyler Hepworth >>> >>> Martin Edenhofer >> >> Jake Covert > _______________________________________________ > 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] What does "split" do?
by Tyler Hepworth 16 Apr '04

16 Apr '04

Martin Edenhofer wrote: > On Fri, Apr 16, 2004 at 12:17:55PM -0400, Covert, Jake wrote: >> Can you give a practical example of how this feature would be used? > > A customer sends an email with two questions (to different topics). > > So "split" the ticket and move one ticket to "Queue A" and > the other ticket to "Queue B". > Sweet! Thank you. Tyler

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RE: [otrs] Unsuccessful upgrade to 1.2.x
by Covert, Jake 16 Apr '04

16 Apr '04

These are just some random thoughts here. Sorry if confusing. Jim Wight wrote: > ago became the test system, so, yes, it has fewer tickets. The main > thing we changed was the ticket number format. The Config.pm settings > that are different are: I would change all of these things back, to exactly match production as much as possible. (unless you can make suggested disk image below) > The last one is because the test system has additional queues that I > subsequently experimented with. Try making these extra queues 'invalid'. > I upgrade by: <list of changes I made> If I were really at wit's end, I would take a copy of my system with all the data, and return everything back to default. Then start implementing the x number of site specific modifications to see which one is breaking the function in question. (suggestion: try returning the .dtl files back to normal first, then customer authentication) > It appeared as soon as I logged > in after upgrading the production system to 1.2.3 (from 1.1.1). Question: So you took your test system manually through each step: 1.1.1 --> 1.2.1 1.2.1 --> 1.2.2 1.2.2 --> 1.2.3 You then rounded up all the changes to your test system and laid them down into your production system thus taking it: 1.1.1 --> 1.2.3 directly, bypassing the in-between steps? (just trying to see if I got that right). > I upgraded the production system by copying the modified 1.2.3 tree > from the test machine, modifying the settings in Config.pm listed > above and running DBUpdate-to-1.2. NB I have moved TicketCounter.log > out of the tree so that I have one fewer thing to change; its > location - the same on both systems - is defined in Config.pm > ($Self->{CounterLog}). If it were me, I'd make a complete image of your production machine (symantec ghost works for me), copy it onto a new machine and follow the exact upgrade steps that you did on the production system, trying to reduce the number of new changes (other than those mandated obviously by the upgrade itself). > So far, by adding print diagnostics to > Kernel/Modules/AgentQueueView.pm, I see the creation of HTML suddenly > stopping mid-ticket in this loop at line 190. > > # -- > # show ticket's > # -- > foreach (@ViewableTickets) { > print $Self->ShowTicket(TicketID => $_); > } > > but so far I haven't a clue what set of circumstances is giving rise > to it. Not quite sure what this is. Developers? > I'm not using mod_perl. What version of mod_perl? ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com *********************************

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What does "split" do?
by Tyler Hepworth 16 Apr '04

16 Apr '04

In addition to "forward", I noticed there is an option to "split". What is that? Thanks, Tyler Hepworth

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What do the different colors mean?
by Tyler Hepworth 16 Apr '04

16 Apr '04

What do all the different colors mean? For example, a queue sometimes flashes red, other times it flashes a bold blue, and other times it is just regular blue. What does it all mean. Also, when I search for closed tickets in utilities, many of the tickets show up in red. A very few of them show as black. What is the difference? Thanks, Tyler Hepworth

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Filtering config question
by Mercator GmbH 16 Apr '04

16 Apr '04

I am becoming mad!! I don´t know why this doesn´t work. I have put an entry in the Config.pm just as described in the manual and in the Defaults.pm. I want to filter incoming mails from a certain e-mail address to a certain queue and this queue is configured with an auto-response. However, it doesn´t work!! The mails do NOT get filtered to this subqueue. Here is what I put into the Config.pm: _________ $Self->{'PostMaster::PreFilterModule'}->{'2-Match'} = { Module => 'Kernel::System::PostMaster::Filter::Match', Match => { From => 'anfrage(a)sardiniatravel.net', }, Set => { 'X-OTRS-Queue' => 'SardiniaTravel::Richieste de', }, }; __________ I put "2-Match", because I already have a "1-Match" for spam. I also renamed the subqueue to "SardinaTravel::RichiesteDE", because I thought it might be the space, but still it doesn´t work!! I ran PostMasterPOP3.pl -d2 and it gave me: ________ mercator:/opt/otrs/bin# ./PostMasterPOP3.pl -d2 Message 1/2 (sardiniatravel(a)sardiniatravel.net) New Ticket created! TicketNumber: 1000338 TicketID: 339 Priority: 3 normal State: new CustomerID: info(a)mercator.net CustomerUser: info(a)mercator.net From: "Mercator GmbH" <info(a)mercator.net> ReplyTo: <info(a)mercator.net> To: <anfrage(a)sardiniatravel.net> Subject: Modulo inviato da Microsoft Internet Explorer. MessageID: <013901c423ba$0d3b8430$0200a8c0@MARC> Queue: SardiniaTravel SenderType: customer ArticleType: email-external __________ but I want the mails get into the Subqueue!!!! How can I do this?? Thanks, Marc

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RE: [otrs] Feature Request
by Covert, Jake 16 Apr '04

16 Apr '04

I used to think that way as well. But notes are basically a scratch pad for notes as Admins work on a given task. So as I'm working for a few days on a given job, I might end up actually writing things down a few times a day for a few days. This ends up with a whole lot of "Notes". If 'history tracking' were of importance to a given admin, then maybe there could just be a config option to prevent the re-editing of notes globally. What are they thoughts from the rest of the admins on how useful / un-useful this feature would be to you? :-) Jake Bühler. Kai wrote: > Hi Jake, > I don't think this is a good idea, because notes are part of the > history documentation of a case, by giving the user the posibility to > edit notes afterwards you give him a tool to fake the history. > > As notes are for internal use only, where is the problem to add > another note with corrected information? > > kai > > -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]Im Auftrag > von Covert, Jake > Gesendet: Donnerstag, 15. April 2004 20:37 > An: User questions and discussions about OTRS. > Betreff: [otrs] Feature Request > > > Can we have the ability to 're-edit' notes? (maybe add to, subtract, > etc...) > > This would be really useful. > >

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