May 2004 - otrs - OTRS mailing lists

RE: [otrs] Session timeout
by Tyler Hepworth 27 May '04

27 May '04

Scott Moore wrote: > Hello! > > Where would I go to change the settings for OTRS' automatic session > timeout? > The tool auto-refreshes for a while, but eventually kicks out to the > login screen. I want to change that setting... > > Scott > > _______________________________________________ > 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/ Set the following option in Config.pm # SessionMaxTime # (Max valid time ofone session id in seconds (8h = 28800)) $Self->{SessionMaxTime} = 28800; Adjust the seconds value to the time that you desire. Hth, Tyler Hepworth

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Session timeout
by Scott Moore 27 May '04

27 May '04

Hello! Where would I go to change the settings for OTRS' automatic session timeout? The tool auto-refreshes for a while, but eventually kicks out to the login screen. I want to change that setting... Scott

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Help with custom Postmaster module
by Tyler Hepworth 27 May '04

27 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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Cron daemon flooding me with messages
by Tyler Hepworth 27 May '04

27 May '04

I currently have 38,000 mail messages in my root mailbox. I have received them in less than a month's time. The majority come from the OTRS cron daemon. Can someone please tell me how to make this stop? Here are the contents of a mail message: >From tylerh@host X-Original-To: root@localhost Delivered-To: root@localhost From: root@host To: root@localhost Subject: Cron <tylerh@host> $HOME/bin/PostMasterPOP3.pl >> /dev/null X-Cron-Env: <MAILTO=root@localhost> X-Cron-Env: <SHELL=/bin/sh> X-Cron-Env: <HOME=/home/tyler> X-Cron-Env: <PATH=/usr/bin:/bin> X-Cron-Env: <LOGNAME=tylerh> Date: Some date /bin/sh: line 1: /home/tylerh/bin/PostMasterPOP3.pl: No such file or directory I can see that the cron is looking for the *.pl files in my home directory (of course they are not there, they are in /opt/otrs/bin), but why is it looking there and how do I make it stop? As root, I just issue the command: #>rcotrs restart and that starts my cron for me. I thought it also set the cron to run as the correct user. What am I missing here? Thanks, Tyler Hepworth

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Locking to agent
by Patrik Forsberg 27 May '04

27 May '04

Hi, I would like to add a rule in example procmail to add a header that OTRS picks up and lock the specific case to a specific agent.. for example.. Incoming mail with "Subject: Att. John" then I'd like to add a header to the mail that OTRS then sees and lock the specific incoming mail to the Agent "John".. is this possible or can it be done in some other way.. like GA ? Regards, Patrik

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mercury alias-file not being executed
by Daniel Tippmann 27 May '04

27 May '04

I'm using OTRS 1.2.3 on W2K with the default configuration from the installer. Now mercury-mail will not forward any incoming mails to otrs, in fact, any alias-file: will not be executed at all. This is probably not a OTRS but a mercury problem, but maybe anyway someone has some experience with this. any suggestions welcome. Thx Daniel -- Daniel Tippmann | Freie Universität Berlin ZEDAT FS | Hochschulrechenzentrum Tel. ++49-30-838-54068 | Fabeckstr. 32 danitipp(a)zedat.fu-berlin.de | D-14195 Berlin

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Making categories of tickets
by Lohmeijer, Martijn 27 May '04

27 May '04

Hello, For our soon-to-be switch to OTRS I am currently in the process of testing and configuring the system to our needs. In this process I ran across the following and want to know others have similar experience or other solutions: Because we want to use the ticket system to administer tickets for hardware as well as software and network support and support on our business applications (if I take our inter/intranetsites as whole entities it's more than 10 but on the sites there are a lot of different applications so if I want to split that up I get > 40 apps.) we want to be able to differentiate the calls to specific categories. Our current callsystem has a category/subcategory that is required to select when entering a ticket. An example is the category 'hardware' which has subcategories like 'laptop', 'printer', 'monitor', etc. On the "application support" side I want to be able to see how much tickets are related to a single application for management purposes, personnel planning etc. The challenge is this: because we have a limited amount of staff handling all the tickets the message queues are organized around the different support levels (helpdesk, systems, telecoms etc.) so I can't use different queues for different applications (40 queues would be pretty much not workable anyway). This led me to the "Freetext" fields. After configuring a sample freetext field I noticed that the freetext fields in general remain flat text fields and that working with drop down boxes is not enforced through the UI. An agent or customer can simply leave them blank or edit them any way he/she likes. Am I overlooking something ? How have you handled this situation and / or what do you do to differentiate calls for different applications ? I am very interested. Thanks in advance, Martijn Lohmeijer

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Mail response from: header domain based on incoming from: domain?
by Douglas Gee 27 May '04

27 May '04

Let me apologize first if this question has already been asked, but I have not discovered it: Is it possible to set mail responses "from:" headers to be the same as that of the incoming from: domain? Our support department handles support for hundreds of domain.com addresses. It would be ideal if we could tailor each OTRS support request that comes in as, say, "support(a)domain12.com" to be answered as csrXX(a)domain12.com in the response header. How would I do this? Thanks in advance.

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RE: [otrs] Re: How can an agent behave like a customer?
by Tyler Hepworth 27 May '04

27 May '04

Andrej Bazovkin wrote: > Hello! > > On Wednesday 26 May 2004 16:39, Teodor Georgiev wrote: > >> Login as agent and see on the "Phone View" (or whatever it is) menu. >> By using it, your agent can generate tickets on customer's behalf as >> he has received a call from them :))) > > The problem is in that fact, that there are some agents that act as > customers to other agents. So they need to generate tickets not on > customer's behalf, but on behalf of themselves, and this is > impossible via this way. When I want to place a ticket from myself as the customer, I just create the ticket in phone view and put that is from myself (my email address). My email then receives notifications and everything else just as if I were a customer. If I log into the customer self-service page, all my tickets show up just as if I were a customer. Tyler

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sequential ticket numbers?
by unbekennt X 27 May '04

27 May '04

is there a really really simple way to have sequential ticket numbers rather than random? Matthew _________________________________________________________________ Get your FREE e-toolkit from MSN - download today! http://toolbar.msn.co.za?DI=1054&XAPID=2083

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