June 2004 - otrs - OTRS mailing lists

Ticket notification after certain amount of time
by Marshall28 23 Jun '04

23 Jun '04

Is there a way to notify the owner of a ticket if he/she hasn't addressed the issue after a set period of time? Say I just became the owner of a ticket and ended up forgetting about it, can I have OTRS send me a notification that the ticket is still active after 2 days of not accessing that ticket? thanks marshall

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Re: [otrs] Recieving Mail Problem
by Qais Alamri 23 Jun '04

23 Jun '04

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Recieving Mail Problem
by Qais Alamri 23 Jun '04

23 Jun '04

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Re: [otrs] Upgrade to 1.2.1
by Diego Fernandez 22 Jun '04

22 Jun '04

Ok. thank you very much. bye Diego Fernández Servicios Profesionales http://openware.biz eMail: dfernandez(a)openware.biz "Robert Kehl" <robert.kehl(a)otrs.de> Enviado por: otrs-bounces(a)otrs.org 22/06/2004 17:44 Por favor, responda a "User questions and discussions about OTRS." Para: "User questions and discussions about OTRS." <otrs(a)otrs.org> cc: Asunto: Re: [otrs] Upgrade to 1.2.1 On Friday, June 18, 2004 6:46 PM Diego Fernandez <DFernandez(a)openware.biz> wrote: > Dear Martin, > I read this instructions and I wonder if them wroks in upgrading from > 0.5 Beta to 1.2.3? It's basically the same, but you have to apply more patches towards the database. Search the list archives for a more precise guide. hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388 _______________________________________________ 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] Upgrade to 1.2.1
by Diego Fernandez 22 Jun '04

22 Jun '04

Dear Martin, I read this instructions and I wonder if them wroks in upgrading from 0.5 Beta to 1.2.3? Thanks in advance. Diego Fernández Servicios Profesionales http://openware.biz eMail: dfernandez(a)openware.biz Martin Edenhofer <me(a)otrs.de> Enviado por: otrs-bounces(a)otrs.org 18/02/2004 16:25 Por favor, responda a "User questions and discussions about OTRS." Para: "User questions and discussions about OTRS." <otrs(a)otrs.org> cc: Asunto: Re: [otrs] Upgrade to 1.2.1 Hi Vishal, On Thu, Feb 19, 2004 at 12:56:15AM +0530, V i s h a l Kashyap @ [Sai Hertz And Control Systems] wrote: > Dear all, > I am new to OTRS and out company has a previous install of OTRS *1.1.3 * > As the new OTRS system has FAQ and knowledge base integrated we would > like to migrate to 1.2.1 > the latest version. > > So what must I do for an upgrade ? > 1. Just copy the new otrs files to the apache directory from where the > NOW *1.1.3 is being served It's all in the UPGRADING file: [UPGRADING] These instructions are for people upgrading OTRS from "1.1" to "1.2". *) Stop all your services (e. g. rcotrs stop-force) *) Backup everything (database, Kernel/Config.pm, Kernel/Config/GenericAgent.pm, var/*) *) Make sure that you have backed up everything ,-) *) If possible try this install on a separate machine, althoug I had always only production machines to upgrade *) Install the new release (tar or RPM) *) If you use the tar: a) the otrs themes between 1.1 and 1.2 are _not_ compatible (don't us the old theme)! *) Update the database changes with: MySQL: cat $OTRS_HOME/scripts/DBUpdate-to-1.2.mysql.sql | mysql -p -f -u root otrs PostgreSQL: cat $OTRS_HOME/scripts/DBUpdate-to-1.2.postgresql.sql | psql otrs (Don't worry about the error messages, you can update all previous version with this script and in the most cases your database has already the most changes!) *) Execute $OTRS_HOME/bin/SetPermissions.sh ! *) Restart your services (e. g. rcotrs restart-force or each service manually) > Regards, > Vishal Kashyap Martin Edenhofer -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication! _______________________________________________ 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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Problem Installing CPAN GD::Text in order to see OTRS Graphs
by Marshall28 22 Jun '04

22 Jun '04

This is what I get when trying to install the GD::Text CPAN module in order to get the graphs to work in OTRS. any ideas on what I'm missing or doing wrong? CPAN: Storable loaded ok Going to read /root/.cpan/Metadata Database was generated on Wed, 16 Jun 2004 08:38:04 GMT Running install for module GD::Text Running make for M/MV/MVERB/GDTextUtil-0.86.tar.gz CPAN: Digest::MD5 loaded ok Checksum for /root/.cpan/sources/authors/id/M/MV/MVERB/GDTextUtil-0.86.tar.gz ok Scanning cache /root/.cpan/build for sizes GDTextUtil-0.86/ GDTextUtil-0.86/Text.pm GDTextUtil-0.86/t/ GDTextUtil-0.86/t/align.t GDTextUtil-0.86/t/lib.pl GDTextUtil-0.86/t/text.t GDTextUtil-0.86/t/wrap.t GDTextUtil-0.86/demo/ GDTextUtil-0.86/demo/GDWrap.pl GDTextUtil-0.86/demo/GDWrap.ref.png GDTextUtil-0.86/MANIFEST GDTextUtil-0.86/Makefile.PL GDTextUtil-0.86/Dustismo_Sans.ttf GDTextUtil-0.86/Text/ GDTextUtil-0.86/Text/Wrap.pm GDTextUtil-0.86/Text/Align.pm GDTextUtil-0.86/Changes GDTextUtil-0.86/Dustismo.LICENSE GDTextUtil-0.86/README Removing previously used /root/.cpan/build/GDTextUtil-0.86 CPAN.pm: Going to build M/MV/MVERB/GDTextUtil-0.86.tar.gz Checking if your kit is complete... Looks good Writing Makefile for GD::Text -- NOT OK Running make test Can't test without successful make Running make install make had returned bad status, install seems impossible thanks marshall

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Module repository
by Josh M. Hurd 22 Jun '04

22 Jun '04

Does any one maintain an OTRS module repository of any kind? I am curious to see what has been done by 3rd parties. I am currently looking into a custom DB module so any help would be appreciated... Josh

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Change Default Ticket State - How?
by L. Mark Stone 22 Jun '04

22 Jun '04

When we are at a customer's site, we will log in as an agent to create a ticket for the day's work before we leave. We do this by using the Compose Email feature. This window displays the default next ticket state as closed successfully. That isn't appropriate for our workflow patterns; we would like the next ticket state to be open. Where is the correct place to change this? Thanks! Mark -- _____________________________________________ A Message From... L. Mark Stone Reliable Networks of Maine, LLC 477 Congress Street, 5th Floor Portland, ME 04101 Tel: (207) 772-5678 Web: http://www.RNoME.com

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Organization of Addresses for two locations
by Charles R. Thompson 22 Jun '04

22 Jun '04

We're about to launch a UK division and are working towards implementing that division within OTRS. I already have my .co.uk address and email services established along with adding the pop3 account, a custom UK queue and the system uk address. Now... We will have two teams on opposite sides of the world. When a UK user sends in a support request, the Pop3 account for co.uk should grab it. When the UK agent replies, will the co.uk address always stay with them or is there something I need to do to ensure our UK agents are sending mail out from the right account when doing a simple reply? Charles

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Custom subject for responses
by Jorick Astrego 22 Jun '04

22 Jun '04

We have different responses for different queues but I am not able to modify the subject of the response. I was able to do this for the autoresponses but I need to replace the default RE:, when I replace the subject manually the RE: gets added anyway. Thanks in advance for any help. 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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