May 2004 - otrs - OTRS mailing lists

More then 1 system address
by Scott Millard 28 May '04

28 May '04

I've setup OTRS to use 3 separate queues. IT,Cars,Radios. Each one has its own email address IT@, Cars@, radios@. I've assigned each one the proper email address. But for some reason all email notices are coming from the first email address i created, in this case, cars@. Anyone else had this problem? Maybe i havent set it up right - i've read of others using 1 system account and forwarding others to it. Any help would be appreciated. Thanks. -Scott

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Help with Custom Postmaster module
by Tyler Hepworth 28 May '04

28 May '04

I created a custom Postmaster module (Simple.pm) and tried to use it like this: Kernel/Config.pm [...] # Job Name: Custom Postmaster # (use custom postmaster module) $Self->{'PostMaster::PreFilterModule'}->{'Custom Postmaster'} = { Module => 'Kernel::System::PostMaster::Filter::Simple', }; [...] When the PostMasterPOP3.pl cron runs, I get the following message: Can't load module Kernel::System::PostMaster::Filter::Simple! Traceback (30596) Module: Kernel::System::PostMaster::Run (v1.40.2.1) Line: 131 Module: main::FetchMail (v1.11) Line:: 169 Module: bin/PostMasterPOP3.pl (v1.11) Line: 106 Any advice would be appreciated, Tyler Hepworth

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e-mail reporting off open tickets
by Jorick Astrego 28 May '04

28 May '04

Hi all, Is there a way to have weekly reports sent by e-mail that list all open tickets of a customer? Regards, Jorick Astrego IBM Certified System Administrator - Lotus Notes and Domino Quality On-Line® Hengelosestraat 501 P.O. Box 1414 NL-7500 BK Enschede the Netherlands Phone +31 53 4809090 Fax +31 53 4342040 Internet http://www.qualityonline.com

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non-ticket email
by Ben Chabot 28 May '04

28 May '04

Hello, OTRS looks really good, and I think it will work for me. One small thing I don't understand... is when I run PostmasterPOP3.pl and get emails with no ticket ID, they sit in the queue, but I can't see them. How can I view/delete them? Thanks! ben

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Case timer/aging
by unbekennt X 28 May '04

28 May '04

In the demo system the case aging continues after the case is closed and locked - so what stops the clock? I would like to see what the elapsed time was from open to present if it is open, but from open to closed if it is no longer open. Is this the wrong place to look or should I close in some way that stops the clock? Matthew _________________________________________________________________ Search the Net from any Web page - get MSN Toolbar! http://toolbar.msn.co.za?DI=1054&XAPID=2083

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Error on Crontab process.
by Luis Carlos Bethancourt 28 May '04

28 May '04

Hello, I keep on getting this errors: fileparse(): need a valid pathname at /usr/otrs//bin/PendingJobs.pl line 26 BEGIN failed--compilation aborted at /usr/otrs//bin/PendingJobs.pl line 26. this is the line the error is refering to... use lib dirname($RealBin); any ideas what it might be? Thanks in advance

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Ticket numbering does not switch
by Lohmeijer, Martijn 28 May '04

28 May '04

Is it correct that ticket numbering does not switch when there are already tickets in the system ? I wanted to test a switch from DateChecksum to Autoincrement (mincountersize=10000). After stopping and starting Apache the numbering of tickets did not change however. Met vriendelijke groet, Martijn Lohmeijer

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Free fields when replying to a ticket (AgentCompose)
by Matt Young 28 May '04

28 May '04

Hi Wanted to first of all say that OTRS is awesome software, I've been able to cut my email handle time by 35% after deploying this package. Because customers are really enjoying the fast response time we are starting to get more and more volume. I need to start reporting on email types, sources, etc. I've designed a few free fields which will give me the reporting I need. However the problem is that we can't set the free fields from the email reply screen. To do it the agents have to zoom in on the ticket, set the fields, then reply to it. I'm losing my handle time savings :( I get the fields to display on the PhoneView screen, and when Composing a brand new message, just not from AgentCompose. I've tried splicing in some of the code from AgentEmail (.dtl and .pm) into AgentCompose, but to no avail, I end up with 500 Internal Server errors. I tried adding the fields to the dtl file, but the corresponding free fields code isn't in the pm file? I've been scouring all the articles for a while and haven't been able to find an answer. Any help that anyone is able to give, or any code I can add would be very appreciated. Thanks! Matt ------------------------------------------------------------------------------ "This communication, including any attachments, is confidential. If you are not the intended recipient, you should not read it - please contact me immediately, destroy it, and do not copy or use any part of this communication or disclose anything about it. Thank you. Please note that this communication does not designate an information system for the purposes of the Electronic Transactions Act 2002." ------------------------------------------------------------------------------

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RE: [otrs] OTRS Doubts
by Tyler Hepworth 28 May '04

28 May '04

> -----Original Message----- > From: Thiago Lima [mailto:thiagolima@webforce.com.br] > Sent: Monday, May 17, 2004 1:47 PM > To: otrs(a)otrs.org > Subject: [otrs] OTRS Doubts > > > > Hi, I'm testing OTRS, to see if it fits in my HelpDesk. > So far, so good. Very nice piece of software. > > But (there's allways a but :)) I have 2 doubts : > > First : when I'm looking at a ticket, the option "Compose > Answer (email):" does not have a link. So I can't reply to > the requesting user. The queue that the ticket is in has to have a response associated with it or else there will be no link to compose answer. You can check this under Admin, Responses <-> Queue. Make sure that there is some response (even if it is "empty answer") associated with the Queue. Also there are some thread entries that will not display the link. One that come to mind is "Agent Note Internal". There might be others. But, anything thread that has the term "email" in it should show the link (as long as there is a response associated). > > Second : There's any way to see all tickets for a queue, > even the locked ones? Each queue has a supervisor that should > see all tickets for that queue, so he can se if his staff is > doing their job. I couldn't find anything like this in OTRS. Use the Utility page. Click on the queue you want to view tickets for and then click on "search". Hth, Tyler Hepworth

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RE: [otrs] mkStats.pl doesn't work
by Tyler Hepworth 27 May '04

27 May '04

>Has anyone experienced errors when they run the mkStats.pl script ? > > > Did you solve this? I am sure GD is installed but cannot run the script as below on SuSE 9.0 Ian >Here's the output > >support:/opt/otrs/bin # ./mkStats.pl >Can't locate GD/Graph.pm in @INC (@INC contains: >/opt/otrs/Kernel/cpan-lib /opt/otrs >/usr/lib/perl5/5.8.1/i586-linux-thread-multi /usr/lib/perl5/5.8.1 >/usr/lib/perl5/site_perl/5.8.1/i586-linux-thread-multi >/usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl >/usr/lib/perl5/vendor_perl/5.8.1/i586-linux-thread-multi >/usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl .) at >./mkStats.pl line 37. >BEGIN failed--compilation aborted at ./mkStats.pl line 37. GD may be installed, but is GD::Graph installed? Its a separate package. Look for Graph.pm in all of the @INC locations listed. If you cannot find it, then it is not installed. If there is a Graph.pm file, it must be inside of a GD folder which must be under one of the directory listings above. Tyler

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