May 2004 - otrs - OTRS mailing lists

forbid cc: or multiple to:
by Sebastien Guilbaud 21 May '04

21 May '04

our customers do not seem to understand there is no need to cc: other people in tickets, it opens unnecessary tickets if one of them answers, and some of them use our otrs system to talk to each other. I tried to warn them not to proceed like this, now I'm fed up with this behaviour, I would like to bounce "invalid" tickets with a standard message "do not cc: anyone, and the to: field must contain only *one* adress" Any ideas how to implement this ?? have a nice day ! -- Sébastien

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RE: [otrs] Windows 2000 Manual installation
by Tyler Hepworth 20 May '04

20 May '04

> Many thanks for your help. > > What about the SMTP part? I do also have an SMTP server > running on that > box ... Will this interfere with the Mercury agent or viceversa? > You can choose not to install Mercury. You can use your existing SMTP server instead. Do you need Mercury to receive mail for you though? Or do you have a mail server already in place? If you already have both incoming and outgoing mail available to you, then you do not need to use Mercury at all. I have my setup both sending and receiving from a remote exchange server. There are no mail services on my local machine. Tyler

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RE: [otrs] Windows 2000 Manual installation
by Tyler Hepworth 20 May '04

20 May '04

> Hello, > > I cannot use the Windows installer because I've already an > Apache server > and MySQL running on the same box where I need to install OTRS. Sure you can. The installer lets you choose which components to install or not install. Run the installer but leave out the mysql piece. Install everything else. The apache piece wont' hurt anything because it is not started by default. Nothing else should interfere either because the Windows installer places everything inside of a main directory "otrs". Your tree structure will look something like this: Otrs # root directory apache mercury mail filezilla .... otrs # this is the main otrs directory .... .... Once it is all installed you can then go into the apache httpd.conf, specify a different port to run under, and then fire it up. Windows will run two different apache servers just fine. When you look at Apache Monitor it will show two instances going. If you don't want to go this way, then just copy the relevant sections of httpd.conf into your existing apache config and then you can delete the apache folder in the OTRS installation. Once you are all set with the webserver, run the installer.pl and point your script to your existing database. You should be all set. This how I setup OTRS even though I had an already existing apache/mysql installation. Hth, Tyler Hepworth

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Windows 2000 Manual installation
by Franco Stellin 20 May '04

20 May '04

Hello, I cannot use the Windows installer because I've already an Apache server and MySQL running on the same box where I need to install OTRS. Unfortunately the manual Windows installation instructions I found in the documentation section of the OTS web site didn't help me too much .. :( since it seems to me they are somwhat incomplete... Are there more detailed information elsewhere to perform such installation (manual OTRS Windows installation)? Anyone that can share his experience on this issue? Many thanks in advance --Franco

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RE: [otrs] Delete or Block one ticket
by Tyler Hepworth 19 May '04

19 May '04

> -----Original Message----- > From: Luis Carlos Bethancourt [mailto:lcba813@gmail.com] > Sent: Wednesday, May 19, 2004 3:55 PM > To: otrs(a)otrs.org > Subject: [otrs] Delete or Block one ticket > > > Hello, > > I hope I'm not the only one having this problem, > > Is there a way to delete a ticket completely from the > database, I mean... we are getting some spam and we would > like to delete all the spam entries. I thougth of creating a > Spam Queue, but I think it would be better to completely > erase thos tickets. > > Any idea? Yes, Read Chapter 14 - Generic Agent Specifically read this: http://doc.otrs.org/1.2/en/html/generic-agent-example.html#AEN1040 It will tell you how to setup a queue that will delete any tickets placed in it. Hth, Tyler Hepworth

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Delete or Block one ticket
by Luis Carlos Bethancourt 19 May '04

19 May '04

Hello, I hope I'm not the only one having this problem, Is there a way to delete a ticket completely from the database, I mean... we are getting some spam and we would like to delete all the spam entries. I thougth of creating a Spam Queue, but I think it would be better to completely erase thos tickets. Any idea? Thanks in advance LCB

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RE: [otrs] New ticket notification
by Tyler Hepworth 19 May '04

19 May '04

Next question. New ticket being created how? Auto-responses only go out to new tickets being created via email. Also check that your auto-response is associated with the proper queue. It has to be associated with the queue that receives the initial ticket from the system. Once a ticket has been created, moving it around to different queues (even if it has state new) will not trigger additional auto-responses. Not sure what else to say. It should work just fine according to your description of how you set it up. Tyler -----Original Message----- From: Nic Laschinger [mailto:nicl@newingtoncs.co.za] Sent: Wednesday, May 19, 2004 1:16 AM To: 'User questions and discussions about OTRS.' Subject: RE: [otrs] New ticket notification Hi all, Sorry I should have been more specific. The auto-responses that go out to the user. I have checked the auto-responses, and auto-responses <-> queue, there is a response called default reply which is associated with the queue and is set to auto-reply. The agent notifications work great, and user notifications of state changes (the only one I set on) works too. Cheers Nic _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Tyler Hepworth Sent: Tuesday, May 18, 2004 5:56 PM To: 'User questions and discussions about OTRS.' Subject: RE: [otrs] New ticket notification Which notification are you talking about? Auto-reply to customer that sends in an email? Notification to agents of new tickets in the queue? If it is auto-reply to the customer, you have to make sure that you have created an auto-response and associated it with the proper queue. If you are talking about agents, the agents has to have the queue selected as part of their custome queue and the agent has to choose to have new ticket notifications sent. hth, Tyler Hepworth -----Original Message----- From: Nic Laschinger [mailto:nicl@newingtoncs.co.za] Sent: Tuesday, May 18, 2004 7:54 AM To: otrs(a)otrs.org Subject: [otrs] New ticket notification Hi, Though I have state change notifications going out via email, when a new ticket is created a notification is not being sent out. I am running a completely standard install on a SuSE 9.0 box, and all other mail comes and goes happily. What have I missed? Cheers Nic

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version 1.3?
by Mercator GmbH 19 May '04

19 May '04

I am following the mailinglist, but today I saw messages about version 1.3 ... Is this out?? I cannot see anything on your website. I am running 1.2.3. Is this an old version now? Thanks. Marc

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RE: [otrs] New ticket notification
by Tyler Hepworth 19 May '04

19 May '04

Which notification are you talking about? Auto-reply to customer that sends in an email? Notification to agents of new tickets in the queue? If it is auto-reply to the customer, you have to make sure that you have created an auto-response and associated it with the proper queue. If you are talking about agents, the agents has to have the queue selected as part of their custome queue and the agent has to choose to have new ticket notifications sent. hth, Tyler Hepworth -----Original Message----- From: Nic Laschinger [mailto:nicl@newingtoncs.co.za] Sent: Tuesday, May 18, 2004 7:54 AM To: otrs(a)otrs.org Subject: [otrs] New ticket notification Hi, Though I have state change notifications going out via email, when a new ticket is created a notification is not being sent out. I am running a completely standard install on a SuSE 9.0 box, and all other mail comes and goes happily. What have I missed? Cheers Nic

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Help with SSL
by Tyler Hepworth 19 May '04

19 May '04

Can someone point me in the right direction to run OTRS through SSL? I just need a reference to a tutorial or some hints to get me started. Any help is appreciated, Tyler Hepworth

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