April 2004 - otrs - OTRS mailing lists

[Fwd: Re: [otrs] subqueue filter]
by Damian Fuentes 20 Apr '04

20 Apr '04

didn't notice anyone answer this. anyone got any ideas why this doesn't work. thanks again. -----Forwarded Message----- From: Damian Fuentes <damian(a)evite.com> To: User questions and discussions about OTRS. <otrs(a)otrs.org> Subject: Re: [otrs] subqueue filter Date: Fri, 16 Apr 2004 11:28:05 -0700 Unfortunately, that seemed to not work. Here is the following section in my default.pm (i have other filters in that file that do work for some main queues ie evthost) $Self->{'PostMaster::PreFilterModule'}->{'17-MatchSubjectHost'} = { Module => 'Kernel::System::PostMaster::Filter::Match', Match => { Subject => 'Form: Host.*Address Book', }, Set => { 'X-OTRS-Queue' => 'evthost::Address Book', }, }; Could the regular expression be wrong. It seems pretty basic. On Fri, 2004-04-16 at 00:20, Martin Edenhofer wrote: > Hi Damian, > On Thu, Apr 15, 2004 at 05:33:27PM -0700, Damian Fuentes wrote: > > I have filters setup in default.pm using the match.pm modules. How do I > > filter to a subqueue? When i put: > > > > Set => { > > 'X-OTRS-Queue' => 'Address Book', > > }, > > > > if a main queue is 'Host' and a subqueue under that is 'Address Book', > > what would i put as the queue in the filter above? Is it formatted > > 'queue:subqueue' or 'queue/subqueue', or does it not support that yet? > The format is "Queue::SubQueue::SubSubQueue". > In your case: > Set => { > 'X-OTRS-Queue' => 'Host::Address Book', > }, > > -- > > Damian Fuentes > > Associate Systems Administrator > > Evite.com > Martin Edenhofer > -- > ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg > http://www.otrs.de/ :: Manage your communication! > _______________________________________________ > 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 fr Ihr OTRS System? > => http://www.otrs.de/ -- Damian Fuentes Associate Systems Administrator Evite.com (310) 360-2481 damian(a)evite.com - And all was good in the wonderful land of Linux.

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New Ticket via Phoneview Owner Problem
by Alex Kelly 19 Apr '04

19 Apr '04

We have been running OTRS 1.1.1 for nearly a year in our department, so I am fairly familiar with the operation, though I am not that versed in Perl. We are growing our OTRS usage to our helpdesk staff as well, so I am building a new box with OTRS 1.2.3. This is running on a RedHat Enterprise Linux server with Stronghold(apache) webserver. I have postgresql as the database and we are using LDAP for customer authentication (we are not using it for agents, so I don't believe this is relevent to my problem...but thought I would pass that on anyway :) ) The problem I am having is when adding a new ticket via phone. I cannot set the owner to anything, the only entry in the dropdown is "-". I have poked around with some Config.pm settings and have added things like "$Self->{PhoneViewOwnerSelection} = 1;", and I have also tried changing the "lock ticket" option at the bottom of the page, but the ownder dropdown never gets populated. I have also checked syslog and the "admin area/system log" to see if there was any kind of database error or something, and don't see anything like that either. What am I missing? Thanks, Alex Kelly

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Debian packages available
by Torsten Werner 19 Apr '04

19 Apr '04

Hello, I have prepared a very experimental Debian package of otrs. Just add the following two lines to your /etc/apt/sources.list: deb http://twerner.debian.net/deb/ ./ deb-src http://twerner.debian.net/deb-src/ ./ Maybe the developers can add that information to the otrs homepage? Best regards, Torsten

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Customer can't see ticket closed
by Leonardo Amezquita 19 Apr '04

19 Apr '04

Hi list i have installed otrs-1.2.2-01, the problem is this. when the Agent or the Customer close the ticket the customer can't see ticket closed i hope that you can help me

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RE: [otrs] remove language...
by Tyler Hepworth 19 Apr '04

19 Apr '04

-----Original Message----- From: Nikunj Patel [mailto:patel@isis.imac.georgetown.edu] Sent: Monday, April 19, 2004 8:14 AM To: OTRS Subject: [otrs] remove language... Hi, how can I remove a language from the FAQ language. I see an interface to add and even change the values, but there is no way to delete the language. The same is true for most of the other functions, they have an add, change option but no delete option. I read the faq on why I cannot delete a user and it does make sense to keep the information, but it might also make sense to delete or remove things if they do not have any associations to themselves. Like a user with no tickets or a FAQ language with no FAQ articles in it. I suggest that there ought to be a delete option with a confirmation that if they delete then all information will be lost or if there is associated information delete should not suceed. I'll leave that for the developer's to hash out. In the mean time, how can I get rid of the languages in the FAQ language option box.... However, to remove the languages that you do not want, you must delete them from the faq_language table inside of your database. Tyler

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remove language...
by Nikunj Patel 19 Apr '04

19 Apr '04

Hi, how can I remove a language from the FAQ language. I see an interface to add and even change the values, but there is no way to delete the language. The same is true for most of the other functions, they have an add, change option but no delete option. I read the faq on why I cannot delete a user and it does make sense to keep the information, but it might also make sense to delete or remove things if they do not have any associations to themselves. Like a user with no tickets or a FAQ language with no FAQ articles in it. I suggest that there ought to be a delete option with a confirmation that if they delete then all information will be lost or if there is associated information delete should not suceed. In the mean time, how can I get rid of the languages in the FAQ language option box.... TIA, Nik

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Status of Statistics Developers?
by Tyler Hepworth 19 Apr '04

19 Apr '04

Paul and Kai have both stated that they are working on developing better statistics for OTRS. Does anybody know the status of their projects? I am ready to develop a module of my own, but if there is already good work in progress then I will forego my project and would like to offer my assistance in development and testing. Regards, Tyler Hepworth

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RE: [otrs] problems sending emails
by Tyler Hepworth 19 Apr '04

19 Apr '04

Adrián Deccico wrote: > Where I cant put this parameters? In Mercury> In any file? Sending email from the system is completely independent of Mercury. You just need an smtp host that will accept your user name and password. You put these paramters in your "Config.pm" file. The same that you setup database connections, passwords, etc in. You already have a Config.pm and it should be configured with basic information that was placed there from the WebInstaller. Just search your system for Config.pm. You will find that the sendmail parameters are already in there - just with generic information. In case they are not, here is the complete list of params that you need to add to Config.pm. (Did I mention Config.pm enough? :-) ) $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = 'smtpserver.example.com'; $Self->{'SendmailModule::Port'} = '25'; $Self->{'SendmailModule::AuthUser'} = 'username'; $Self->{'SendmailModule::AuthPassword'} = 'password'; Hth, Tyler

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Re: [otrs] Unsuccessful upgrade to 1.2.x
by Jim Wight 19 Apr '04

19 Apr '04

On Fri, 2004-04-16 at 17:20, Martin Edenhofer wrote: > Jim, I have no more ideas. Nor me, at the moment. I have other things to do, so I am going to have to reduce time spent on trying to get to the bottom of the problem. We will have to forego the benefits of 1.2 and soldier on with 1.1. > What OS do you use? Linux (Red Hat 9). Jim

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filtering spam by header and manually
by Damian Fuentes 17 Apr '04

17 Apr '04

I'm trying to filter pre-screened spam and also filter spam using Spamassassin, here are the filters in default.pm that i'm using: $Self->{'PostMaster::PreFilterModule'}->{'4-MatchSpamMatch'} = { Module => 'Kernel::System::PostMaster::Filter::Match', Match => { 'X-Spam-Status' => 'Yes', }, Set => { 'X-OTRS-Queue' => 'spam', }, }; $Self->{'PostMaster::PreFilterModule'}->{'5-SpamAssassin'} = { Module => 'Kernel::System::PostMaster::Filter::CMD', CMD => '/usr/bin/spamassassin | grep -i "X-Spam-Status: yes"', Set => { 'X-OTRS-Queue' => 'spam', }, }; I am getting false positives and false negatives with these filters. What i might be doing wrong? -- Damian Fuentes Associate Systems Administrator Evite.com - And all was good in the wonderful land of Linux.

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