May 2004 - otrs - OTRS mailing lists

track monthly email traffic
by Ryan Thompson 07 May '04

07 May '04

I need to track all outgoing mail from OTRS on a monthly basis for my manager's reports. Do anyone else do this or know how I might accomplish this? I don't have control of our outbound smtp server, so I can't track it there. Thanks in advance, Ryan Thompson

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Few questions ;)
by Ivica Mustapic 07 May '04

07 May '04

Hi all, I am still looking for a way to solve following questions. Any suggestions? 1. Is it possible to have a notification like this: ---------------------------- Send me a notification if a customer sends a follow up to any ticket in "My Queues" (even if I'm not the owner of the ticket). ---------------------------- 2. Is it possible to search for or have a Queue view that has "all tickets modified today" option. 3. Is it possible to search incoming email for the string "Accounted time: 10" and then add that info to the ticket (ie. using PostMaster Filter Modules). Thanks Ivica

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RE: [otrs] Introduction
by Lars Monsees 07 May '04

07 May '04

(snip) > > Cool. I think it would make sense to change the terminology on the > preferences screen to match what is in the agent view. > Ack. >> Whatever you select in your agents preferences under 'custom queues' >> is used to select unlocked tickets from and to show these in your >> personal queue. >> > > Right, thanks. > > What is the state of play re: maintenance of OTRS? Are there lots of > folks at work on the code & documentation? > As always, I guess there could be more. If you want to contribute you could perhaps send an mail to 'info(a)otrs.de'. (snip) > > Thanks for your help Lars. > De nada =) > M

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RE: [otrs] Introduction
by Lars Monsees 07 May '04

07 May '04

> Hi Lars, > > Lars Monsees wrote: > >> The personal queue is used to show tickets that are not locked > > and in one of the queues you declared as your "personal queues". > > So, this is just a compilation of tickets you might be interested > > in. > > > > I don't understand what you mean when you say "declared as one of your > personal queues." In the preferences I can see a list of 'custom > queues' however: > Sorry for being unprecise. Nevertheless, you found what I meant =) > For my agent 'custom queues' contains the queue 'support'. The > support queue has 3 new items but my personal queue is empty. > Is the queue 'support' just listed or have you also selected it (just to make sure)? If it is selected and the tickets in that queue are not locked then they should appear in your personal queue. > Maybe personal queues are not custom queues? If not, where are > personal queues defined? And what are custom queues? > Whatever you select in your agents preferences under 'custom queues' is used to select unlocked tickets from and to show these in your personal queue. > I'm confused... > Me too, sometimes =) >> When you lock a ticket, you can actually see it by clicking on > > locked tickets" in the upper right corner. And as this ticket > > is locked, it isn´t shown in your personal queue anymore. > Otherwise, > agents who have that specific queue in their personal > queue too, > would see this ticket. >> > > Does locking an item imply ownership? In most ticketing systems I > have used you have verbs like "Take" and "Release" to imply that you > are taking/giving up ownership of the issue. > Yes (Actually an agent remains the owner (also when the ticket is unlocked) until some other agent locks the ticket and therefore becomes the new owner). > Regards, > > Matt

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RE: [otrs] Introduction
by Lars Monsees 07 May '04

07 May '04

(snip) >> >> My first question is about locking & the agent personal queue. I've >> searched the manual and cannot find reference to either of these. >> @Robert: Maybe this should be documented in the manual/FAQ? I had the same problems understanding this feature at the beginning. >> If I see a ticket in a queue and click "lock" I assumed it would be >> moved to my personal queue. But what actually happens is that I end >> up with a flashing "You have 1 new message" message. My personal >> queue is empty. >> >> My personal queue is never offered in the "Change queue" drop down >> for tickets. >> >> So my question is: What (& why) is the personal queue? >> > > The personal queue is used to show tickets that are not locked and in > one of the queues you declared as your "personal queues". So, this is > just a compilation of tickets you might be interested in. > When you lock a ticket, you can actually see it by clicking on > "locked tickets" in the upper right corner. And as this ticket is > locked, it isn´t shown in your personal queue anymore. Otherwise, > agents who have that specific queue in their personal queue too, > would see this ticket. > > > > Lars > > >> Thanks, >> >> Matt

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Stop the flashing!!
by Matt Mower 07 May '04

07 May '04

Hi, Please, PLEASE, can someone tell me how to stop OTRS using flashing text for queues with items? Thanks, Matt -- Evectors Software Email:matt@evectors.com Web:http://www.evectors.com Tel:+44-(0)7977-076-709 Blog:http://matt.blogs.it/

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RE: [otrs] Introduction
by Lars Monsees 07 May '04

07 May '04

> Hi folks, > Hi Matt > Quick intro: I am Matt Mower, from Evectors software. We're based in > London and Italy and develop Knowledge Management software for > collaboration, innovation and goal management. > > We're just starting to evaluate OTRS (installed on Linux/MySQL) for > managing incoming email support & sales inquiries. So far it looks > promising but rather daunting. > > My first question is about locking & the agent personal queue. I've > searched the manual and cannot find reference to either of these. > > If I see a ticket in a queue and click "lock" I assumed it would be > moved to my personal queue. But what actually happens is that I end > up with a flashing "You have 1 new message" message. My personal > queue is empty. > > My personal queue is never offered in the "Change queue" drop down for > tickets. > > So my question is: What (& why) is the personal queue? > The personal queue is used to show tickets that are not locked and in one of the queues you declared as your "personal queues". So, this is just a compilation of tickets you might be interested in. When you lock a ticket, you can actually see it by clicking on "locked tickets" in the upper right corner. And as this ticket is locked, it isn´t shown in your personal queue anymore. Otherwise, agents who have that specific queue in their personal queue too, would see this ticket. Lars > Thanks, > > Matt

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Introduction
by Matt Mower 07 May '04

07 May '04

Hi folks, Quick intro: I am Matt Mower, from Evectors software. We're based in London and Italy and develop Knowledge Management software for collaboration, innovation and goal management. We're just starting to evaluate OTRS (installed on Linux/MySQL) for managing incoming email support & sales inquiries. So far it looks promising but rather daunting. My first question is about locking & the agent personal queue. I've searched the manual and cannot find reference to either of these. If I see a ticket in a queue and click "lock" I assumed it would be moved to my personal queue. But what actually happens is that I end up with a flashing "You have 1 new message" message. My personal queue is empty. My personal queue is never offered in the "Change queue" drop down for tickets. So my question is: What (& why) is the personal queue? Thanks, Matt -- Evectors Software Email:matt@evectors.com Web:http://www.evectors.com Tel:+44-(0)7977-076-709 Blog:http://matt.blogs.it/

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RE: [otrs] RE: Forwarding Error
by Thorsten Philipp 06 May '04

06 May '04

We use RH8 too. Today we upgradet to 1.2.3 (but problem existed before). Thorsten -----Original Message----- From: otrs-bounces(a)otrs.org on behalf of Lars Monsees Sent: Thu 5/6/2004 12:08 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] RE: Forwarding Error So what´s the differences between our systems and demo.otrs.org? We´re running otrs 1.2.3 (but problem already existed in 1.1.3) on a redhat 8 box. MySQL 3.23.58. otrs installed via rpm Lars > Hi Lars, > > this is what we experienced here too. But I didn't make the test up > till now so I didn't mention my assumtption. > > A possible workaround is to create an answer to the ticket and not > forwarding it. But this is not really a good one. > > Best regards > Thorsten > > > -----Original Message----- > From: otrs-bounces(a)otrs.org on behalf of Lars Monsees > Sent: Thu 5/6/2004 9:49 AM > To: User questions and discussions about OTRS. > Subject: [otrs] RE: Forwarding Error > > Hi Thorsten, > > I´ve got the same problem. I just discovered that I can forward > articles as long as the text is "test". When I forward a "real" > article with a lot more text I get the error. > > Therefore I created a test ticket and testet the forwarding with > different text lengths. The text itself was just a row of "test > test". To 1080 bytes forwarding works fine, with one column more > (1152 bytes) it fails. This problem doesn´t exist on the otrs demo > system. > > What could it be??? > > > >> Hi, >> >> when forwarding messages I get this error message at the GUI: >> ----------------------------------------------------------------- >> -ERROR: OTRS-CGI-10 Perl: 5.8.0 OS: linux Time: Wed May 5 12:09:17 >> 2004 - >> -Message: Need ArticleType or ArticleTypeID! >> - >> -Traceback (11189): >> - Module: Kernel::System::Ticket::SendArticle::SendArticle (v1.15) >> Line: 58 >> - Module: Kernel::Modules::AgentForward::SendEmail (v1.28) Line: 301 >> - Module: Kernel::Modules::AgentForward::Run (v1.28) Line: 88 >> - Module: >> ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler >> -(v) Line: 688 >> - Module: (eval) (v1.66) Line: 187 >> - Module: ModPerl::RegistryCooker::run (v1.66) Line: 187 >> - Module: ModPerl::RegistryCooker::default_handler (v1.66) Line: 159 >> - Module: ModPerl::Registry::handler (v1.99) Line: 16 >> ------------------------------------------------------------------ >> >> AgentFrontend->Systemlog prints this >> >> ------------------------------------------------------------------ >> - Thu May 6 09:08:55 2004 error OTRS-CGI-10 Need ArticleType or >> ArticleTypeID! >> - Thu May 6 09:08:55 2004 error OTRS-CGI-10 Unknown column 'NULLNULL' >> in 'where clause', SQL: 'SELECT ts.id, ts.name, ts.valid_id, >> ts.comments, ts.type_id, tst.name FROM ticket_state ts, >> ticket_state_type tst WHERE ts.type_id = tst.id AND ts.id = ??' >> ------------------------------------------------------------------ >> >> >> What's the problem ? Any hints ? >> >> >> Best regards >> Thorsten Philipp > _______________________________________________ > 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/ _______________________________________________ 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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RE: [otrs] RE: Forwarding Error
by Lars Monsees 06 May '04

06 May '04

So what´s the differences between our systems and demo.otrs.org? We´re running otrs 1.2.3 (but problem already existed in 1.1.3) on a redhat 8 box. MySQL 3.23.58. otrs installed via rpm Lars > Hi Lars, > > this is what we experienced here too. But I didn't make the test up > till now so I didn't mention my assumtption. > > A possible workaround is to create an answer to the ticket and not > forwarding it. But this is not really a good one. > > Best regards > Thorsten > > > -----Original Message----- > From: otrs-bounces(a)otrs.org on behalf of Lars Monsees > Sent: Thu 5/6/2004 9:49 AM > To: User questions and discussions about OTRS. > Subject: [otrs] RE: Forwarding Error > > Hi Thorsten, > > I´ve got the same problem. I just discovered that I can forward > articles as long as the text is "test". When I forward a "real" > article with a lot more text I get the error. > > Therefore I created a test ticket and testet the forwarding with > different text lengths. The text itself was just a row of "test > test". To 1080 bytes forwarding works fine, with one column more > (1152 bytes) it fails. This problem doesn´t exist on the otrs demo > system. > > What could it be??? > > > >> Hi, >> >> when forwarding messages I get this error message at the GUI: >> ----------------------------------------------------------------- >> -ERROR: OTRS-CGI-10 Perl: 5.8.0 OS: linux Time: Wed May 5 12:09:17 >> 2004 - >> -Message: Need ArticleType or ArticleTypeID! >> - >> -Traceback (11189): >> - Module: Kernel::System::Ticket::SendArticle::SendArticle (v1.15) >> Line: 58 >> - Module: Kernel::Modules::AgentForward::SendEmail (v1.28) Line: 301 >> - Module: Kernel::Modules::AgentForward::Run (v1.28) Line: 88 >> - Module: >> ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler >> -(v) Line: 688 >> - Module: (eval) (v1.66) Line: 187 >> - Module: ModPerl::RegistryCooker::run (v1.66) Line: 187 >> - Module: ModPerl::RegistryCooker::default_handler (v1.66) Line: 159 >> - Module: ModPerl::Registry::handler (v1.99) Line: 16 >> ------------------------------------------------------------------ >> >> AgentFrontend->Systemlog prints this >> >> ------------------------------------------------------------------ >> - Thu May 6 09:08:55 2004 error OTRS-CGI-10 Need ArticleType or >> ArticleTypeID! >> - Thu May 6 09:08:55 2004 error OTRS-CGI-10 Unknown column 'NULLNULL' >> in 'where clause', SQL: 'SELECT ts.id, ts.name, ts.valid_id, >> ts.comments, ts.type_id, tst.name FROM ticket_state ts, >> ticket_state_type tst WHERE ts.type_id = tst.id AND ts.id = ??' >> ------------------------------------------------------------------ >> >> >> What's the problem ? Any hints ? >> >> >> Best regards >> Thorsten Philipp > _______________________________________________ > 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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