July 2004 - otrs - OTRS mailing lists

Email to ticket, but NOT from customer, from queue address
by Wes Plate 04 Jul '04

04 Jul '04

I want to create an email to a customer outside of OTRS, but using the email address associated with a queue that contains the customer's ticket. I want to CC the queue so that the correspondence is included in the OTRS database, but when I do this, I get a Follow-up! Notification because OTRS thinks that my email to the customer is a customer reply. Make sense? This must be possible to do, right? How can the email I send to OTRS appear in the history as a SYSTEM or AGENT message? -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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POP3 SSL?
by Josh M. Hurd 04 Jul '04

04 Jul '04

Does the POP3 emailer support SSL? Would it require much code change to support SSL? Thanks, Josh

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customizing the customer interface question
by jimsuop＠sbcglobal.net 04 Jul '04

04 Jul '04

I'm trying to customize the customer interface. When the customer goes to logon all I want them to see is the username and password form with a link that says "lost password". When they click on the "lost password" link it displays the username form just like on the original page. I figured out how to eliminate the lost password, language, and create customer forms from the main form, but can't figure out how to get the link to work. Can anyone give me some ideas Jim

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Running OTRS on Linux Red Hat Enterprise 3
by Varsani, Rajendrakumar (PSD) 04 Jul '04

04 Jul '04

Rajendrakumar Premji Varsani BSc (Hons) Hi Guys, I'm trying to get OTRS to run under Red Hat Enterprise 3 but I think it's looking for 'mysqld' as the MySQL service. In Enterprise 3 it appears to run as 'mysqld-max'. ... Therefore, when I try to run it, it refuses to startup because it doesn't think that MySQL is up. Can anyone tell me where I can comment the line out / change the line so it sees that MySQL IS running? Thanks in advance! Rajendrakumar Varsani rojer(a)lycos.co.uk Department for Environment, Food and Rural Affairs (Defra) This email and any attachments is intended for the named recipient only. Its unauthorised use, disclosure, storage or copying is not permitted. If you have received it in error, please destroy all copies and inform the sender. Whilst this email and associated attachments will have been checked for known viruses whilst within Defra systems we can accept no responsibility once it has left our systems. Communications on Defra's computer systems may be monitored and/or recorded to secure the effective operation of the system and for other lawful purposes.

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RE: [otrs] Attachments not viewable
by Nigel Clarke 03 Jul '04

03 Jul '04

Martin, Thanks for the suggestion, but I tried pointing the good OTRS at the DB of bad and it also couldn't view attachments correctly. Could I have selected a character set option in my perl module installations that stores the attachment in a form that allows the attachment to be forwarded but not viewable in excel or word? Just don't want to make the same mistake again. Nigel -----Original Message----- From: otrs-bounces(a)otrs.org on behalf of Martin Edenhofer Sent: Sat 03.07.2004 09:00 To: User questions and discussions about OTRS. Cc: Subject: Re: [otrs] Attachments not viewable Hi Nigel, On Fri, Jul 02, 2004 at 03:16:48PM +0100, Nigel Clarke wrote: > Really appreciate some help with this. Bound to be a simple stuff up on > my part. > > I have a problem with viewing attachments like word and excel. > > When I try to view them the correct application gets launched but I get > garbage presented. If I forward the e-mail to exchange the attachment is > ok. > > I have successfully implemented another OTRS server and the attachments > work fine on it. If I point this server to the data of my problem server > it also can't present them correctly. > > I moved the data from my good OTRS server to the db server of my bad > OTRS server and the attachments continue to work correctly. So it is not > the DB. It looks like you changed something in the OTRS application on the bad server. Just change the OTRS application (good server -> bad server) and it should work. > Regards, > Nigel Clarke 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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Agent name in the From: when reply to ticket
by Yann RICHARD 03 Jul '04

03 Jul '04

Hi, Is there a way to have the real name of the agent who reply to a customer. ie: From: support(a)domain.tld (Yann Richard) Yann -- o--------------------------------------------------------------o | Yann Richard | | GPG FingerPrint: | .oO| A2F4 1EFB 66B6 65F8 1093 E11A 3E0A 9DF6 72E7 DE9E | `--------------------------------------------------------------o

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Attachments not viewable
by Nigel Clarke 03 Jul '04

03 Jul '04

Really appreciate some help with this. Bound to be a simple stuff up on my part. I have a problem with viewing attachments like word and excel. When I try to view them the correct application gets launched but I get garbage presented. If I forward the e-mail to exchange the attachment is ok. I have successfully implemented another OTRS server and the attachments work fine on it. If I point this server to the data of my problem server it also can't present them correctly. I moved the data from my good OTRS server to the db server of my bad OTRS server and the attachments continue to work correctly. So it is not the DB. I am running OTRS 1.2.3. Apache 1.3.29 mod_perl Mysql 4.0.18 Otrs.checkmodules reports: Can't stat /etc/perl: No such file or directory at ./otrs.checkModules line 41 Can't stat /usr/local/lib/site_perl: No such file or directory at ./otrs.checkModules line 41 CGI ... ok Date::Pcalc ... ok DBI ... ok DBD::mysql ... ok Digest::MD5 ... ok Email::Valid ... ok IO::Scalar ... ok IO::Wrap ... ok MIME::Base64 ... ok MIME::Tools ... ok Mail::Internet ... ok Net::DNS ... ok Net::POP3 ... ok Net::LDAP ... ok Net::SMTP ... ok Authen::SASL ... ok GD ... ok GD::Text ... ok GD::Graph ... ok GD::Graph::lines ... ok GD::Text::Align ... Ok perl --version This is perl, v5.8.2 built for i686-linux Regards, Nigel Clarke ____________________________

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Queue highlight settings?
by Scott Moore 03 Jul '04

03 Jul '04

Hello, I have a question about what changes the text color of the tickets. I understand there are time settings to change the color of the queue, but what file or settings determine what changes the colors of actual tickets. I thought at first it was based on time, but I see tickets that change color even if they were closed within minutes. Any help would be appreciated. Scott

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OTRS Graph
by Marshall28 03 Jul '04

03 Jul '04

Is there a way to change the look of the graphs that are outputted from mkStats.pl? Also can someone explain to me what is happening on the graph. The colored lines which represent different actions within OTRS are scribbled together and it's hard to tell what has happened. Finally is there any way to change the size of the text within the graph as well as the graph itself? thanks marshall

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Time accounting
by Christian Schaller 03 Jul '04

03 Jul '04

Is there an easy way to find out how many time units have been spent during a period (e.g. last month) for a certain queue? TIA, Chris

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