June 2004 - otrs - OTRS mailing lists

Problem with Loop - Why and how do I prevent it?
by Tyler Hepworth 08 Jun '04

08 Jun '04

At 1:30 p.m. MST I went to look at a ticket I was working on and found that it had over 200 "Customer Reply (email-external)" entries showing in the thread view. A new reply would be added to the ticket every single minute (this is how often my mail cron runs). Each reply would be the exact same text as the previous ones. The system log (viewed from within OTRS) is normally filled with entries, but now had only one single entry about a "max packet size" error. I checked the physical inbox of the address that receives ticket requests and found that the offending message was sent to the system around 8:50 a.m MST and it was still sitting there. The message had an attachment of approx 1.4 MB. All other tickets sent to the system after that time had not been retrieved and were still in the inbox waiting to be collected by OTRS. I stopped the loop by manually deleting the offending message from the inbox. The rest of the messages were then promptly collected and properly entered into OTRS. I can see that OTRS was retrieving the message and appending the reply to the ticket, but OTRS was not deleting the message after retrieval, but does anyone know why this might have happened? Is it because OTRS could not retrieve the attachment as well? What I can do to prevent it in the future? Thanks, Tyler Hepworth

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Utilities Page for Customers?
by Tyler Hepworth 08 Jun '04

08 Jun '04

Is there a way to enable search functionality for the Customer Panel? User's want to do full text searches on their tickets so they can find forgotten information in old tickets. Thanks, Tyler Hepworth

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Multiple tickets move
by Jorge Becerra 08 Jun '04

08 Jun '04

Hi: Is there any way to move multiples tickets from one queue to another? Or close some of the with the same response ? On monday some queues have almost 200 tickets including unclasiffied spam, we have the delete queue , but move one by one is a long job. Maybe somebody have a view besides of Lite and Standard , something like Mail where is possible to do the same a any normal email client like to multiples move Is currently any work on progress about? Jorge

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Deleting several emails at once
by Christian Schaller 08 Jun '04

08 Jun '04

After digging in the OTRS manual I found out that messages put to the delete queue will be deleted by an automatic task. However, it is soooo tedious moving every message on its own to the delete queue. Is it possible (or will it be?) just like it is done in HTML based email services to mark (check) several emails and then perform an action (like moving to a certain queue) to all the selected ones? - Chris

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pop3 setting
by Qais Alamri 08 Jun '04

08 Jun '04

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Asset Management
by Adam Herbert 07 Jun '04

07 Jun '04

I run an IT department for a medium sized company and have used OTRS for almost 18 months. It's been a godsend, wonderful product. Kudos to all the developers. I almost couldn't have written it better myself. ;) To my question, I am in need of an inventory control or asset management system. Does OTRS have plans of creating anything like this? Also, does any one on the list have a system in use that they have integrated with OTRS? I know that OTRS has a goal of integration with Peregrine, but that's a little out of my price range. (Long live OpenSource and the GPL!!) Thanks for any help. -- Adam Herbert IT Operations Manager Franklin American Mtg. aherbert(a)franklinamerican.com

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Re: [otrs] OTRS needs IRC
by unbekennt X 07 Jun '04

07 Jun '04

Actually, I wish to make a different point about IRC. I really would like to have an IRC client "bolted" onto OTRS so that I can offer and capture support via IRC to the customer. Sometimes IRC would be fater than email, and better than phone - especially if allied to remote control of clients machine. Just my 5c worth Matthew >From: Stefan Berder <sbe(a)oleane.net> >Reply-To: "User questions and discussions about OTRS." <otrs(a)otrs.org> >To: "User questions and discussions about OTRS." <otrs(a)otrs.org> >Subject: Re: [otrs] OTRS needs IRC >Date: Mon, 7 Jun 2004 11:02:10 +0200 > >On Mon, 07 Jun 2004 02:06:22 +0200 >Robert Kehl <robert.kehl(a)otrs.de> wrote: > > > Am Mo, den 07.06.2004 schrieb Jesse um 1:04: > > > Do you guys have an IRC channel? If so that would be a great > > > addition for support and info on OTRS. > > > > Our support line is fully outlined here: > > http://www.otrs.de/supprt/ > ^^^^^^-- support ? ::p >What I understand is that he wants the same kinda support as the >mailing-list. What I could suggest is to open an otrs chan on freenode >as it's the irc network I know that has the most opensource activity. >Website: http://www.freenode.org/ >irc servers: http://www.freenode.org/irc_servers.shtml > >I think peepz here can join for now > >Stefan >-- > #=- Stefan Berder tel : 6 14 80 -=# > #=- Ingénieur système et réseau 01 53 95 14 80 -=# > #=- TRANSPAC / CSIG-SIS-ISS mail : sbe(a)oleane.net -=# > #=- /(bb|[^b]{2})/ stefan.berder(a)francetelecom.com -=# >_______________________________________________ >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/ _________________________________________________________________ Warm up the natural way - find a hot date at Match.com! http://match.msn.co.za/match/mt.cfm?pg=channel&tcid=1826

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Where do I specify Customers default theme?
by Jesse 07 Jun '04

07 Jun '04

I want to keep the customers default theme the same as the admin/agents default theme but it's still on standard. I have the line in my Config.pm file as: $Self->{DefaultTheme} = 'BGCEV'; but this only changes it for the admin/agents. What is the string to specify this for the customers? thanks marshall

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OTRS needs IRC
by Jesse 07 Jun '04

07 Jun '04

Do you guys have an IRC channel? If so that would be a great addition for support and info on OTRS. marshall

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RE: [otrs] Making Customers Only able to Send tickets to certainq ueue's
by Tyler Hepworth 07 Jun '04

07 Jun '04

_____ From: Jesse [mailto:marshall28@juno.com] Sent: Sunday, June 06, 2004 6:04 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Making Customers Only able to Send tickets to certainqueue's Tyler Hepworth wrote: Jesse wrote: Jeff Griffiths wrote: That's a queue permissions thing, I thought it was initially confusing as well. Just put the rest of of your queues as 'admin' with only the 'submission' queue as 'users'. cheers, JeffG Jesse wrote: I want to make it so that when when a customer creates a new ticket they can only post to a certain queue. right now I'm doing testing on a future ticket system and when I goto post with a user they can send a ticket to all the queue's. thanks marshall Are you saying that you want me to make the group admin on the "Junk" "Misc" "Postmaster" and "Raw" queues? I did this and they can still see each of the queues when creating a ticket. Much easier than all that. Add the following to Config.pm #CustomerPanelOwnSelection #(If this is in use, "just this selection is valid" for the CustomMessage.) $Self->{CustomerPanelOwnSelection} = { QueueID => String '1' => 'First Queue!', '2' => 'Second Queue!', }; Define the queues that you want the customer to see in the web panel. Those will be the only ones available. hth, Tyler Hepworth _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs <http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs <http://lists.otrs.org/cgi-bin/listinfo/otrs> Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/ <http://www.otrs.de/> Is this for all the "customers"? Can I make it so that only one queue is selected for a group of "customers." My situation is that I have eight differnt sites and want to make the whole process of sending a ticket as easy as pie (you know how end users are). If I can make it so that the people at site A can only post and select site A's queue on that drop down list, that would be ideal. This looks like it makes it so that all the "customers" can see the queues defined in: '1' => 'First Queue!', '2' => 'Second Queue!', and that I can't define specified queues for specific "customers." Do see my situation? thanks marshall Yes, it is possible to do this, but it involves activating customer group support and then classifying each and every customer into a group. Throw away the code snippet I gave you and search Kernel/Config/Defaults.pm for "CustomerGroupSupport". I don't use it so I don't have an working example to give you, but the commenting in Defaults.pm seems pretty self explanatory. Hth, Tyler Hepworth

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