May 2004 - otrs - OTRS mailing lists

RE: [otrs] Pending Auto Close Question
by Tyler Hepworth 03 May '04

03 May '04

Erik Mathis wrote: > The plus is for completed successfully and the minus is for > unsuccessfully closed. Thanks! :-) Tyler

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RE: [otrs] Help With Customer Interface/Permissions
by Tyler Hepworth 03 May '04

03 May '04

L. Mark Stone wrote: > Is there a way to change the Customer ID for every existing > ticket on a per queue basis? (We have thousands of tickets > in our database already, so changing each one manually is not very > attractive!) You are right manual labor is not attractive. Fortunately, SQL is our friend and makes an automated process easy. Here is an SQL query that will select the queue name and customer id for each ticket associated with a particular queue select queue.name, ticket.customer_id from queue, ticket where queue.id = ticket.queue_id and queue.name = 'ClientA-Mgt' This demonstrates how easy it is to find the customer id for every ticket in a queue you specify. Change the statement a little bit and you can easily update the customer_id: ** Warning this code is not tested. Use at your own risk. ** update ticket set customer_id = 'ClientA-Mgt' where queue.id = ticket.queue_id and queue.name = 'ClientA-Mgt' ** You have been warned ** Change queue.name = ' ' for each of your three companies and run the query for each. Voila! You have updated thousands of tickets in a matter of seconds (or destroyed them if you are not careful ;-). To make this even easier (what agent wants to manually set each customer id as a ticket comes in?) you could create a simple perl script that contains the sql code in it. Then, set the script in a cron to run at periodic intervals. Your tickets will automatically be changed for you at the specified interval and you won't have to lift a finger. Cheers, Tyler

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Email confusions?
by Mike Dent 03 May '04

03 May '04

Hi, forgive what may turn out to be a silly question. I have installed otrs on a Redhat 9.0 box. This PC is a 'root server' which is hosted in a datacenter somewhere! Actually Germany I think (1 & 1). I started trying to get RT working on this system but ran in to too many dependency problems. So I looked at OTRS and it seemed easier to install. At the time I was trying RT I set up a host rt.mysystem.com which is the same IP address as mysystem.com. The web interface to otrs all works fine now, and the command line email test cat /opt/otrs/doc/test-email-1.box | /opt/otrs/bin/PostMaster.pl works ok too. However, I would like to assign helpdesk users & queues to the system, who will get mail for user(a)rt.mysystem.com , without having to have linux accounts setup on mysystem.com , is this possible? At the moment if I email a email address I have setup on rt.mysystem.com like faults(a)rt.mysystem.com which points to the 'faults' queue, I get a bounce back: Hi. This is the qmail-send program at mystsystem.com. I'm afraid I wasn't able to deliver your message to the following addresses. This is a permanent error; I've given up. Sorry it didn't work out. <faults(a)rt.mysystem.com>: Sorry, no mailbox here by that name. (#5.1.1) Obviously I'd like this to go to the faults queue. Thanks Mike p.s. mysystem.com is not my real host

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An answer: statistics
by Peter Didenko 03 May '04

03 May '04

Hello, We are using OTRS in a corporate environment. Our operators sending his answers to clients using OTRS. I want to have some statistics for each operator: how many tickets/articles they answered during the period, average time for the one answer, average articles number within the ticket and so on like this. Is there any ready to use statistics packages available from OTRS team or from any other developers/OTRS users? I believe, this is very actual question, but I found no any information on this. Thank you. -- Peter

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[Fwd: filtering spam by header and manually]
by Damian Fuentes 03 May '04

03 May '04

don't think anyone answered this, anyone got any ideas. much appreciated. -----Forwarded Message----- From: Damian Fuentes <damian(a)evite.com> To: otrs(a)otrs.org Subject: filtering spam by header and manually Date: Fri, 16 Apr 2004 14:21:15 -0700 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 (310) 360-2481 damian(a)evite.com - And all was good in the wonderful land of Linux.

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subqueue filter
by Damian Fuentes 03 May '04

03 May '04

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? Thanks again. -- Damian Fuentes Associate Systems Administrator Evite.com - And all was good in the wonderful land of Linux.

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Pending Auto Close Question
by Tyler Hepworth 03 May '04

03 May '04

I see there are two Auto Close options Pending auto close+ Pending auto close- What is the difference? Why a + for one and a - for the other? Thanks, Tyler

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how to change user localhost as default
by marc＠mercator.net 03 May '04

03 May '04

I am new to OTRS, just installed the new version. I have sooo many questions, but let´s start with 1 or a few only. Besides my questions, the manual is - in my opinion - too detailed. I mean, there are many things HOW to configure the files and the system, but I would like to have answered some standard questions, such as: - how to respond to new tickets? Move them first to another queue or lock them first for a specific user or what? Anyway, this is my main question: I log in as "root@localhost". I know I should NOT!! But when I log in as a user I created, I cannot change priority for a mail or so, because it says: "mail is of user "root@localhost" permission" or somethin similar!! SO.. how can I EITHER log in as a user and have full "root@localhost" access (I put all permissions for this user) OR how can I change the user "root@localhost" to another user so that the mails that come in as a new ticket belong to this user? To explain better: we are only two people, working with OTRS. I don´t want to log in as root and set priority, permissions etc and then log in as another user again and work on the mails/tickets. If there is another/better manual out there besides the ones on otrs.org, please let me know! Thanks, Marc

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few more questions
by Damian Fuentes 03 May '04

03 May '04

I have to say, this ticketing system is one of the best feature filled of all available open-source ticket based projects. We appreciate all the work you guys are doing. I had another question: Is there a way to view the contents of a whole ticket without having to 'Print' it? Like, I would like to see the whole thread in one page. Also, I'm looking for more advanced reporting options, I like the simple numbers and GD graphs but I would like to get some more specific statistics ie. number of total(and per agent) tickets closed per day, week, month, and year. What are my options? I know i could gut the code myself but is there anything that someone has made for those type of stats or is there a third party project on freshmeat or sourgeforge that might help. I've already searched but to no avail. Thanks a lot for all the help. -- 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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Version Change Management
by Tyler Hepworth 03 May '04

03 May '04

Is there a way to keep custom code separate from the default so that it is not lost when I upgrade to a new version? For example, I made extensive changes to sync2ldap in User.pm so it would work correctly with my setup. How can those changes survive upgrades without having to rewrite the code in the newer files? Thanks, Tyler Hepworth

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