July 2004 - otrs - OTRS mailing lists

Search by History?
by Tyler Hepworth 22 Jul '04

22 Jul '04

Is it possible to use the "Utilities" to search for tickets by history? I would like to see all tickets with the history entry "Customer sent new ticket via web". That way I can find out who is using the web interface vs email. If not available, this might be a nice feature to add to OTRS. Thanks, Tyler Hepworth

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problem in getting mail in otrs system
by Umer Waqar 22 Jul '04

22 Jul '04

Hi, I have installed OTRS on windows(xp) and configured it to get mail from the mail server using POP3. I cannot get mails inside the system when i click "New Messages". I can however send messages from the OTRS system. Any help??? Thanks --- Umer

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RE: [otrs] Message: Can't process email with MessageID xyz (SOLVE D)
by _ext Reuter, Joerg (Werkstudent ASW 6 ) 22 Jul '04

22 Jul '04

Hi, thanks a lot - that did the trick! Problem was, my colleague changed the priority name and didn't think this would require a configuration change ... Ciao, Joerg Jörg Reuter ::: Wincor Nixdorf International GmbH, Banking Division ASW 6 (Germany) ::: joerg.reuter.ext(a)wincor-nixdorf.com, +49-5251-812790, www.wincor-nixdorf.com > -----Original Message----- > That sounds easy. It looks like you change the priority names > in ticket_priority? > > It it is so, you also need to tell OTRS what the new default priority > is: > > [Kernel/Config.pm] > > # PostmasterDefaultPriority > # (The default priority of new tickets.) [default: '3 normal'] > $Self->{PostmasterDefaultPriority} = 'some new name'; > > [...] > > See also: http://doc.otrs.org/1.2/en/html/priority.html

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Default FAQ Article State
by Alex Kelly 22 Jul '04

22 Jul '04

Hello All, In our organization, the helpdesk is using the FAQ internally for all of their own documentation to help people when they call in with tickets. As such, I would like the defautlt FAQ state to be Internal. I have done a few searches and looked through the Defaults.pm and cannot seem to find a setting for this. Does anyone know how to accomplish this? Thanks, Alex Kelly

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Master View
by Cogley, Rick 22 Jul '04

22 Jul '04

Hello - Thank you for your hard work on OTRS. I am working on CVS 1.3.x, and have a question about creating a "master" mailbox view. It seems to be possible to use the search function to search for all tickets, which is very good, and I can save the search profile with a name to reuse it later. I tried making a saved search with Ticket set to *, and it seems to spit back all the tickets in the system. This is similar to what I want but relatively several clicks to get there. Is it possible to make a mailbox view that just defaults to showing all the tickets and is sortable, but which I can access in one click? The use I am thinking is if I have an engineering manager and several engineers answering tickets, I would like the manager to be able to have sort of a "dashboard" view of what is going on in his or her team at any moment. Cheers, Rick Cogley Tokyo

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otrs and ldap
by Ross Mann (WFF) 22 Jul '04

22 Jul '04

I am having troubles connecting to my ldap tree. I have uncommented all the code needed in the config.pm and restarted my webserver. Is there any one out there that can give me directions on how to actual get this running.

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Attachments in OTRS 1.2.4 on Suse Linux 9.1
by Kazmierczak, Thomas 22 Jul '04

22 Jul '04

Hi all, Does anyone know how to solve the attachment problem in otrs? When a customer sends in a mail with an attachment, the postmasterpop3.pl can not import the attachment (cause of myssql / otrs config). This happens because the attachement is bigger than myssql can store. Because of that the email is not imported and stays in the queue. The next time the postmasterpop3.pl runs, otrs again creates a new ticket, ... I am very new to this. I now this has to be configured in myssql and/or otrs. In defaults.pm I found a configuration about the max size (5mb). Can anyone help me to get this solved? Regards Thomas Kazmierczak

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Error From PendingJobs.pl when adding new status type
by Charles R. Thompson 20 Jul '04

20 Jul '04

I have recently added a new status to our Statuses called 'Awaiting Customer' which is basically when a tech guy answers the question correctly but waits for a possible follow up from customer. We often just don't hear a 'Yeah that worked' from folks. In any case, I want it to work just like the pending auto-close (+) function but I'm getting a list of "No stateafterpending found for 'AwaitingCustomer"..." Errors in my root email. What additional step is required to make 'awaiting customer' work like 'pending auto-close (+)' Charles

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I Can't Acces AdminArea
by Jesse 18 Jul '04

18 Jul '04

I recently logged in today with the same user I've been logging in as that has Admin rights and I now can't see the "AdminArea" Icon. I can see FAQ, QueueView, Preferences, Stats, and a few others but no AdminArea icon. ? I went to my preferences and under the custom queues I saw that I don't have the stats, users, junk, raw etc. queues available. Somehow I locked myself out of the AdminArea. This happened to the other agents who have access to the AdminArea as well, so I'm guessing it's over all of OTRS. Any ideas on what I could have done and how I can go about regaining access would be greatly appreciated. I really need help on this. thanks marshall

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RE: [otrs] Upper Right Date Format
by Cogley, Rick 16 Jul '04

16 Jul '04

Must have been something stuck, because now a change is indeed showing up. However, it is not right - Please assume this is in my utf-8 formatted "jp.pm" lang file and that there are double-byte chars after certain % variables in date formats. Since not everyone will be able to view the double-byte japanese chars, I replaced them with _JPN_ below. $Self->{Charset} = ['utf-8', ]; # date formats (%A=WeekDay;%B=LongMonth;%T=Time;%D=Day;%M=Month;%Y=Jear;) $Self->{DateFormat} = '%Y/%M/%D %T'; $Self->{DateFormatLong} = '%Y_JPN_ %B%D_JPN_ %A_JPN_ %T'; <<<<==== HERE $Self->{DateInputFormat} = '%Y/%M/%D'; $Self->{DateInputFormatLong} = '%Y/%M/%D - %T'; Now, there is %B, which comes out correctly already with the japanese signifier on it meaning "month" but %Y, %D and %A only gives the YYYY, not YYYY_JPN_ etc which looks "normal" for a long date in Japan. The convention here in Japan on a long date would be to put the word "nen" in Japanese chars after the 2004. Looks like this: 2004Nen 7Gatsu 16Nichi KinYoubi, with the Nen, Gatsu, Nichi and Youbi appearing as Japanese text, where the YYYY, MMM, etc appear how the system represents them. Now, the strings I have entered are coming out on the screen as "junk". How do I make sure they get displayed correctly? Regards Rick _____ From: Cogley, Rick [mailto:rick.cogley@esolia.co.jp] Sent: Friday, July 16, 2004 7:38 AM To: 'User questions and discussions about OTRS.' Subject: [otrs] Upper Right Date Format Hello - does anyone know what governs the date format in the upper right side of the screens in OTRS? I tried changing the long date format in my language file (jp.pm) but it has no effect, even after restarting the webserver. Can anyone help? Is this a bug? Regards Rick Cogley Tokyo

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