April 2004 - otrs - OTRS mailing lists

List-FAQ: Composing New Messages, Quoting in Outlook et al.
by Robert Kehl 01 Apr '04

01 Apr '04

Hello all! This message contains two valuable tips. The first goes to all list users: == Composing New Messages to the List == When you want to address a new message to the list, you are kindly asked to please always use an empty email for composing. You must not use an existing email, hit 'reply', eventually empty it and begin your new message, as in this case the headers of the previous mail are remaining intact. This results in your mail being placed in a most often completely different thread, but not in a new one, which is undesirable. Additionally, you'll most probably get less responses - you won't even reach those list members not interested in the previous thread. Following are tips for the users of Outlook Express and Outlook in special: == Trying to Use Outlook/Outlook Express == First point: Your mail clients cannot quote correctly. Sad enough the vendor of these products doesn't show the will to comply with existing and established standards of the usenet (which is the area we're all posting in, btw). Second: Your clients are breaking existing threads far too often, making it hard for others to follow a thread. In other words, the two can't follow existing mail threads. Last but never least: The quoting headers of the mentioned software are oversized in such an unnecessarily way not deserving a positive rating at all. So, what to do about it? See this software to help you out, and the list, too: http://flash.to/outlook-quotefix for users of Outlook http://flash.to/oe-quotefix for users of Outlook Express Please, please, try it. It's free, it's honest (neither Ad- nor Spyware!) and in the end nothing more than very helpful! You'll gonna love it, promise. After having installed Quotefix, you're in the position to do s.th. like this: http://www.netmeister.org/news/learn2quote.html Thank you for your undivided attention, Robert Kehl PS: Neither the OTRS GmbH nor me personally are in any way related to the above software (despite regarding it as quite valuable). The author is Dominik Jain, more info is available under http://flash.to/oblivion. Contact him in case of technical questions, please. PPS: No, we're definitly not into answering flames. Please sit on your hands and calm down. Now. For sure we want to force you, but into nothing else than _thinking_. Same procedure as every year, Miss Sophie ;) -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388

1 0

RE: [otrs] Letting customers choose a FreeText option when they c reatea ti cket
by Covert, Jake 01 Apr '04

01 Apr '04

I updated CustomerMessageNew.dtl to 1.10, commented out one of the options, updated CustomerMessage.pm to 1.27. Still no luck. Config.pm still has hard-coded options: --------- $Self->{"TicketFreeKey1"} = { 'Focus Area' => 'Focus Area', }; $Self->{"TicketFreeText1"} = { '' => '-', 'CAE' => 'CAE', 'CAD' => 'CAD', }; --------- -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Robert Kehl Sent: Thursday, April 01, 2004 12:28 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Letting customers choose a FreeText option when they createa ti cket On Monday, March 29, 2004 4:44 PM Covert, Jake <jake.covert(a)eds.com> wrote: > Didn't quite fix it. Here is the portion of my Have a look in Kernel/Output/HTML/Standard/CustomerMessageNew.dtl. You'll find some commented lines there, that, when uncommented, perform exactly what you want. Please note: The above is true for file revision v1.10, it may well be you'd have to upgrade to that version. Update Kernel/Modules/CustomerMessage.pm to revision 1.27 (not 1.28). Let me know if it works, 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/

1 0

RE: [otrs] 1.2.2 questions
by Covert, Jake 01 Apr '04

01 Apr '04

http://doc.otrs.org/1.2/en/html/configfile-freetext.html <http://doc.otrs.org/1.2/en/html/configfile-freetext.html> Jake :-) _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Paul Stigaard Sent: Wednesday, March 31, 2004 1:29 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] 1.2.2 questions Hej igen, I noticed this tidbit in a much longer thread... Jake Covert asked: >>* Can you add a phone number field for the techs? And then, is there >>a way to use a variable to put this phone number in each Tech's >>signature? Robert Kehl replied: >I don't understand this. The idea of FreeText fields doesn't fit? While it seems that this wasn't what Jake was asking about, it may be something I've been trying to figure out... So my apologies if this is just a newbie issue, but I hadn't seen anything about FreeText fields - is the way to set this up documented anywhere in particular? We'd love to add about eight or ten required fields in the PhoneView screen, so that when our customer service agents can't take a call, the person who does take it has a better structure to follow that ensures they collect all the pertinent information. Then we won't have to call our customer back for more information before resolving the issue. (Yes, this is a training issue not a software issue, but required fields in the screen where they enter the information would help tremendously.) many thanks, Paul -- Paul Stigaard Operations Analyst Retail Lockbox, Inc.

3 2

Feature Request: un-linking tickets
by Covert, Jake 01 Apr '04

01 Apr '04

Feature request: Once a ticket is linked, how do you unlink them? Of course, you could probably clear out the ticket number in the Link page, and hit update, but I think if there was an 'Unlink' button or link next to each of the 7 possible link fields. See attached image for my idea of how it might look. I also think that this would provide some feedback to the tech that he had sucessfully linked the tickets together. Right now when you enter in a link, it just returns you to the link page without knowing that it worked. Just my $.02 Jake Covert :-) -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Robert Kehl Sent: Tuesday, March 30, 2004 1:17 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Problems with sending emails On Tuesday, March 30, 2004 3:38 PM Andreas Bublitz <abublitz(a)genese.de> wrote: > I didn't mean CheckEmailAddresses but CheckMXRecord. Your server can't check the MX (Mail eXchanger) record in the DNS for gmx.de. This means DNS resolution isn't working. It may well be the server is not allowed to issue DNS queries to the outside. hth, 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/

1 0

Problems with sending emails
by Andreas Bublitz 01 Apr '04

01 Apr '04

Hey Everyone, I am not able to send emails to an address outside of our local network. Inside the network everything works fine, but as soon as I send an email to our customers OTRS reports an error: Message: Can't send to: maetra(a)gmx.de! Enable debug for more info! Traceback (1148): Module: Kernel::System::Email::SMTP::Send (v1.6) Line: 128 Module: Kernel::System::Email::Send (v1.3) Line: 108 Module: Kernel::System::Ticket::SendArticle::SendArticle (v1.15) Line: 185 Module: Kernel::Modules::AgentCompose::SendEmail (v1.58) Line: 376 Module: Kernel::Modules::AgentCompose::Run (v1.58) Line: 78 Module: ModPerl::ROOT::ModPerl::Registry::D_3a_otrs_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 688 Module: (eval) (v1.66) Line: 184 Module: ModPerl::RegistryCooker::run (v1.66) Line: 184 Module: ModPerl::RegistryCooker::default_handler (v1.66) Line: 154 Module: ModPerl::Registry::handler (v1.99) Line: 16 I am sure this has something to do with the setting of CheckEmailAddresses in the config.pm file. But I don't know how to solve this. If I change the value of CheckEmailAddresses to 1 I get Server Error 500. Same thing if I just leave CheckEmailAddresses out. Thanks in Advance, Andreas Bublitz

2 3

My Theme for 1.2.2 [was: Re: [otrs] Theme: RT looks]
by Carlos Canau 01 Apr '04

01 Apr '04

Hi all, I've "ported" and enhanced my theme to the new otrs 1.2.2. If anyone is interested, here's a page with a screenshot, some really basic instructions and a tar.gz. USE AT YOUR OWN RISK :-))) http://home.kqnet.pt/ccanau/1.2.2/ comments are welcome since this isn't yet fully tested :-) </canau On Wed, Aug 27, 2003 at 02:57:53PM +0100, Carlos Canau wrote: > > Hi, > > is there anyone working in Themes for OTRS ? Or collecting them on a > page ? > > I've setup a theme for the QueueView that tries to emulate the looks > of RT amongst other cool things (KILL button! :->). > > Here's a screenshot: > > http://home.kqnet.pt/ccanau/CapturaEcra.jpg > > If anyone what's it just ask :-), > </canau > > _______________________________________________ > 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

2 2

OTRS / MSSQL Setup Instructions
by Tyler Hepworth 01 Apr '04

01 Apr '04

Here is my documentation on how I set up OTRS on Windows / Microsoft SQL Server. Regards, Tyler Hepworth <<OTRS_MSSQL.tar.gz>>

1 0