April 2004 - otrs - OTRS mailing lists

error in checkitem.pl
by Volker.Lipper＠de.mecglobal.com 16 Apr '04

16 Apr '04

Hi, i am really new to this list cause i started just 4 hours ago with downloading the newest package. After runnin the installation on a windoze box (w2k server, sp3) and fullfill the webinstaller, i can do some things but the most things i cat use in the admin menu. while creating a new user i receive: Fehlermeldung: connection failed at C:/otrs/otrs//Kernel/System/CheckItem.pm line 68 did i miss something during the install process? Tia for any help, Volker Lipper

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AgentMailboxTicket.dtl question
by Mercator GmbH 16 Apr '04

16 Apr '04

Martin wrote: > HOW can I configure the screen for the "new messsages" view so that I > see them full, like the Standard view, which I can change in the > preferences settings? You need to modify the the Kernel/Output/HTML/Standard/AgentMailboxTicket.dtl template. <<<< Dear martin, thanks for your answer. I had a look at this file and I found this: ------------  <table border="0" width="100%" cellspacing="0" cellpadding="3" cols="2"> <tr> <td align="left" width="65%" class="table0"> <b>$Env{"Box0"}$Config{"TicketHook"}: $Data{"TicketNumber"}$Env{"Box1"}</b> <font color="red">$Text{"$$ </td> <td align="right" valign="top" width="34%" class="table0"> <b>$Env{"Box0"}$Text{"Age"}: $Data{"Age"}$Env{"Box1"}</b> </td> </tr> </table> ---------------- However, I don´t know WHERE and WHAT I have to add in order to see the body of the new messages. I could think of adding the "body" after the last "$Env" line, but don´t know how to. Could somebody help me? Would be great! Thanks, Marc

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SV: [otrs] Defaults.pm config - one comment
by Mats Sjöberg 16 Apr '04

16 Apr '04

Marc, > I am still new to OTRS and I am "trying" to find out how I can configure > things. Honestly, the manual is not very informative. There are only > basis configs. I would like if there would be a manual that explains > better how all things work. I have already asked for this. > I mean the USE of OTRS, not only the configuration. > Examples are: > - when I respond to a customer or send a new ticket, how should I treat > the sending? Should I close it or put it in pending state and if yes, > for what time and how does this work? I have figured out that I can use > "pending autoclose+" and hope this works. So, why isn`t there written in > the manual HOW this works? I know that this feature is in the manual, > but only briefly. Isn´t this mainly a question of how you design the process in which you use OTRS (the tool)? The right tool can support your process but you can not have the tool to create the process for you. Regards, Mats

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AW: [otrs] Feature Request
by Bühler. Kai 16 Apr '04

16 Apr '04

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. ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com ---------------- There are 10 types of people in the world - those who understand binary, and those who don't. ---------------- ********************************* _______________________________________________ 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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new messages view
by Mercator GmbH 16 Apr '04

16 Apr '04

I have configured the message list as "standard" so that I can see quite a bit of each message. However, I want to use this configuration ALSO for the "new messages" page. There is only a short message header for each message, with the subject, sender and date information. HOW can I configure the screen for the "new messsages" view so that I see them full, like the Standard view, which I can change in the preferences settings? Thanks, Marc

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character set problems
by Mercator GmbH 16 Apr '04

16 Apr '04

Hi, I have the character set "iso-8859-1" in the Config file, but STILL I receive e-mails with a strange apostroph: cŽè This should be c`è. Also other instances, such as "l`appartamento" arrives as "lŽappartamento" This is true for messages I send and for ones that I receive! I want to use Italian AND German characters (besides english ones of course). So, which character set do I have to put in? Thanks, Marc

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Upgrade from 1.2.2 to 1.2.3
by Juan Gonzalez 16 Apr '04

16 Apr '04

Hi, Is there an easy way to upgrade from 1.2.2 to 1.2.3? I see that I should possibly copy config.pm, but what about other files that would include other system configurations? Do I just save these files somewhere, extract the new tar file, and then put these config files back into their place? I plan on upgrading this in the next day or so - I haven't had the time yet to really think about this. I see an UPGRADING file, but it shows me steps from a 1.1.x to 1.2.x upgrade. Juan Gonzalez Manager, Information Technology Ideaforest 2361 Rosecrans Ave. Suite 360 El Segundo, CA 90245 Juan(a)ideaforest.com

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Dealing with large numbers of mail
by Maarten Wulffers 16 Apr '04

16 Apr '04

Hi, The company I work for deals with about 600 e-mails a day. About 35 users are logged in simultaneously. At the moment we use Cerberus Helpdesk (http://www.cerberusweb.com) but Cerberus becomes horribly slow with these volumes and number of users. Are there people on this list that have experience with OTRS dealing with these volumes? Thanks. -- Maarten Wulffers

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auto-response does not work
by Mercator GmbH 16 Apr '04

16 Apr '04

I am trying to configure auto-responses, but it doesn´t work. In the Admin, I have created an auto-response. The type is "Auto reply/New ticket" and it´s valid. I have assigned this to a queue. However, no replies are sent. I think I found the problem now. The ticket arrives in the main queue and NOT in the assigned queue. However, my problem is that I have created three queues below this queue, one for each language (german, italian, english). But even this doesn´t work! I mean, the mails should arrive automatically in these queues, depending on their sender´s e-mail address. But HOW do I do this? Again: I have three different e-mail addresse for three different languages and want that when an e-mail for the german address for example arrives, an auto-reply in German should be sent AND the mail should be moved into the corresponding queue. Any idea? Thanks, Marc

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Multiple Emails associated with Single login
by Tyler Hepworth 16 Apr '04

16 Apr '04

Is it possible to associate multiple emails with a single user login? Is it possible to have multiple logins associated with a single email address? Thanks, Tyler Hepworth

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