May 2004 - otrs - OTRS mailing lists

Customer replies are not coming into correct ticket
by Tyler Hepworth 08 May '04

08 May '04

I have an open ticket with the customer. The customer replied to an email they had received from the system (the ticket number was included in the subject line), but the email was not appended to the existing ticket. Rather it created a brand new ticket. Any idea why this is occurring? Is there a merge function so that I can place the ticket in the appropriate location? Thanks, Tyler Hepworth.

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Pending reminder
by Domnic Vijay 08 May '04

08 May '04

Hi, Is there is any other way to send a email notification to the concern agent when the pending time reached. PendingJobs.pl is sending notification whenever the script invoked. Can this script be used when the pending time is reached? If so, how? Regards, Domnic _________________________________________________________________ Strike the right balance! News, gossip n fundas! http://www.msn.co.in/women/ Get it all at MSN Women!

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ERROR No Permission! - while customer tries to read ticket fro Ti cket-Overview
by Stig Graasbøl Rasmussen 08 May '04

08 May '04

I get the Error: No Permission! - message while clicking on an old ticket from the customer login "Ticket-Overview" screen. The ticket exists fine and can be accessed with no problems from the Agent screens. Does anybody have any suggestions on how I can get the customer back his permissions? Thanks Stig Rasmussen P.S. The tickets were created by an Agent using "Compose Email" addressed to the customer user in question (I'm not sure if that has something to do with the problem)

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OTRS Win32 to OTRS Linux Migration - What are the issues?
by Tyler Hepworth 08 May '04

08 May '04

I am currently using OTRS on Win32 but am going to migrate to Linux. Are there any major 'gotchas' to be aware of? I have modified over a dozen different files in the Win32 source. Can I create diff patches and apply them directly to Linux source or will I have problems there? Currently I both send and receive mail from an exchange server. I send out directly via the SMTP modules. I get mail via a POP3 account and a cron that runs every minute. Anything different there or can I continue to use this same process? Thanks, Tyler Hepworth

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Configuring and Integrating OTRS Win32 1.2.3 with Exchange 5.5 an d Outlook 2000
by Varsani, Rajendrakumar (PSD) 08 May '04

08 May '04

Hi. I'm having difficulty getting my head round the naming convention I should adopt for using OTRS in our environment. Our FQDN is pesticides.gov.uk .. I think!?. All our emails are in the format {forename}.{surname}(a)psd.defra.gsi.gov.uk. What do I enter at the installation stage for "System FQDN"? What should the "AdminEmail" be? Once the installation is complete, and I go on to create Users, should they be named exactly the same as they are in Outlook, i.e. a duplicate? Eg, rajendrakumar.varsani(a)psd.defra.gsi.gov.uk <mailto:rajendrakumar.varsani@psd.defra.gsi.gov.uk> ? Or can I get get it to integrate with Exchange 5.5 somehow? IS this a fairly trivial task? Is the idea that OTRS works independently of our existing Outlook system, i.e. we have to duplicate accounts and passwords etc or can customers send an email to OTRS, we deal with the requests on OTRS and email back to our users' Outlook accounts? All the servers, users and customers are sited at the same location. I've got the installation of OTRS to work, but got confused with the naming conventions and so am just about to install again and start from scratch, with your help, which will be greatly appreciated. Rajendrakumar Varsani

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Re: [otrs] Attachments and mysql max_packet_size
by Dennis.Buehring＠net-and-works.de 08 May '04

08 May '04

I forgot to mention... Why is there a configoption to limit the filesize that is not used ? Or is it used, if i try to attach files larger than the MaxFileUpload OTRS just 'kills' itself.. Why is this option not used to display an errormessage/-text to inform the user that his attachment is too large ? I know that this is only applicable for the agent/customer - interface and not for incoming emails, but it would be a nice feature. mfg Dennis

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Customer replies to a ticket are created as new tickets
by Tyler Hepworth 08 May '04

08 May '04

I have an open ticket with the customer. The customer replied to an email they had received from the system (the ticket number was included in the subject line), but the email was not appended to the existing ticket. Rather it created a brand new ticket. Any idea why this is occurring? Is there a merge function so that I can place the ticket in the appropriate location? Thanks, Tyler Hepworth.

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What is the purpose of a sub-queue?
by Tyler Hepworth 08 May '04

08 May '04

Why is there a distinction between root-queues and sub-queues? Does the sub-queue inherit the permissions of the root queue or is it just an organizational thing? Thanks, Tyler Hepworth

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Show relative Ticket Age.
by Timo Eckert 08 May '04

08 May '04

Hello, how can i setup orts, that the ticketage is relative to the last incoming email and not to the first email? Regards, Timo.

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Create Ticket problem
by Reinaldo Santos 08 May '04

08 May '04

Hello, I have installed OTRS 1.2.2 an I have a problem when I try create ticket. I get this error via my web browser: Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. Please contact the server administrator, and inform them of the time the error occurred, and anything you might have done that may have caused the error. More information about this error may be available in the server error log. ________________________________________________________________________ Apache/1.3.27 Server at The server error log show this message: [Wed Apr 21 20:47:55 2004] NBit.pm: Unquoted string "whine" may clash with future reserved word at /opt/otrs/Kernel/cpan-lib/MIME/Decoder/NBit.pm line 144. [Wed Apr 21 20:47:55 2004] NBit.pm: String found where operator expected at /opt/otrs/Kernel/cpan-lib/MIME/Decoder/NBit.pm line 144, near "whine "saw 8-bit data while encoding 7bit"" [Wed Apr 21 20:47:55 2004] NBit.pm: (Do you need to predeclare whine?) [Wed Apr 21 20:47:55 2004] NBit.pm: Unquoted string "whine" may clash with future reserved word at /opt/otrs/Kernel/cpan-lib/MIME/Decoder/NBit.pm line 149. [Wed Apr 21 20:47:55 2004] NBit.pm: String found where operator expected at /opt/otrs/Kernel/cpan-lib/MIME/Decoder/NBit.pm line 149, near "whine "saw long line while encoding 7bit/8bit"" [Wed Apr 21 20:47:55 2004] NBit.pm: (Do you need to predeclare whine?) [Wed Apr 21 20:47:55 2004] [error] syntax error at /opt/otrs/Kernel/cpan-lib/MIME/Decoder/NBit.pm line 144, near "whine "saw 8-bit data while encoding 7bit"" syntax error at /opt/otrs/Kernel/cpan-lib/MIME/Decoder/NBit.pm line 149, near "whine "saw long line while encoding 7bit/8bit"" The ticket was created sucefull, but e-mail messages are not sent. When I try to response a ticket I have the same error. Somebody can help me ?! Thanks a lot Reinaldo Santos Net1 Soluções www.net1solucoes.com.br

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