August 2004 - otrs - OTRS mailing lists

Problems with mod_perl 1.99_14
by Wiktor Wodecki 13 Aug '04

13 Aug '04

Hello List, I just wanted to inform you that mod_perl 1.99_13 and _14 give weird errors on apache 2.0.50. Use md_perl 1.99_12 for now. The errors you'll receive might look like: ModPerl::Util::exit: exit was called at /data/opt0/otrs/Kernel/cpan-lib/CGI/Carp.pm line 486ModPerl:: Util::exit: exit was called at /data/opt0/otrs/Kernel/cpan-lib/CGI/Carp.pm line 486ModPerl::Util::exi t: exit was called at /data/opt0/otrs/Kernel/cpan-lib/CGI/Carp.pm line 486ModPerl::Util::exit: exit w as called at /data/opt0/otrs/Kernel/cpan-lib/CGI/Carp.pm line 486ModPerl::Util::exit: exit was called at /data/opt0/otrs/Kernel/cpan-lib/CGI/Carp.pm line 486ModPerl::Util::exit: exit was called at /data /opt0/otrs/Kernel/cpan-lib/CGI/Carp.pm line 486ModPerl::Util::exit: exit was called at /data/opt0/otr s/Kernel/cpan-lib/CGI/Carp.pm line 486ModPerl::Util::exit: exit was called at /data/opt0/otrs/Kernel/ cpan-lib/CGI/Carp.pm line 486 maybe this would be something for the FAQ? -- Regards, Wiktor Wodecki net mobile AG - 40470 Duesseldorf - Germany 923B DCF8 070C 9FDD 5E05 9AE3 E923 5A35 182C 9783

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Small bug on queue naming
by Duarte Cordeiro 13 Aug '04

13 Aug '04

Hi, Using 1.2.2 on Linux. We've tried to create some subqueues, and apparently some didn't show up. We narrowed the problem to the main's queue name: if it contains a plus sign (+) it doesn't displays any subqueue in agent view. Example: Queue name: A+B, subqueue A and subqueue B. The subqueues A and B don't show up anywhere. Renaming A+B to AB solves the problem. Regards, Duarte

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Problems with open ticket´s on win32
by Bruce E. Souza 13 Aug '04

13 Aug '04

Hi, I installed and configured OTRS on Windows 2000 and when I send an e-mail to a specific e-mail address (i.e.:support@mydomain.com), OTRS not open a ticket neither responds to the sender with the ticket number. It just works when I open a ticket by web browser (i.e.: http://myhost/otrs/customer.pl ) I do need configure something more on MySQL or Mercury Mail? Would you please help me about this? With kind regards, Bruce --------------------------------- Yahoo! Acesso Grátis - navegue de graça com conexão de qualidade!

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What does the 'All tickets' display relate to?
by Varsani, Rajendrakumar (PSD) 12 Aug '04

12 Aug '04

...in the Agent Queueview? (http://{SERVERNAME}/otrs/index.pl?Action=AgentQueueView) For example, I have : Tickets shown: 0 - Page: - Tickets available: 0 - All tickets: 2 But only one Locked, Pending ticket Yours confusedly, Rajendrakumar Premji Varsani BSc (Hons) Rajendrakumar.varsani(a)psd.defra.gsi.gov.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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DATABASE schema of OTRS 1.2.4
by Olivier ECKERT 12 Aug '04

12 Aug '04

hello, I need to do some specific statistics. Therefore I looked for the Database Schema of otrs in the documentation or on the otrs's web site. But I didn't find anything. Is there anybody that can tell me where can I find it or if you have it can you give it to me please ? I have OTRS 1.2.4 and Mysql 3.23 Thank you very much, -- ____________________________________________________________ Olivier ECKERT ____________________________________________________________

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Linking Tickets to Knowledgebase
by Marshall28 12 Aug '04

12 Aug '04

Are there plans to link the tickets created with the knowledgebase? This way someone can search for a ticket and what has occured on a ticket in the knowledgebase and everything is centralized. thanks marshall

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Carbon copy of incoming mails to technicians
by Jean-Michel Barbet 12 Aug '04

12 Aug '04

Hi, I am evaluating OTRS as a candidate repacement for our old "req". There is one important feature in req that I miss in OTRS : With req, almost all the work can be done by mail (for a small team of techs) and every tech can see the answers of the others and of the customers (of course this is only suitable for a small team). Being able to work by mail is handy for members of the support team when they are off the site having only a mail access. I wanted to reproduce a similar behavior with OTRS and it looks like it is possible with minor adaptations : a) A "Post-filter" hook in Postmaster.pl (similar to the Pre-filter hook but after ticket creation to be able to get back the ticket number, Ticket-hook string, and other features like the mail addresses of techs who subscribed to the queue... b) Then I designed a post-filter called "MailCC" that does the job but I soon discovered that I needed the possibility of calling sendmail with an enveloppe "To:" different from the headers "To:". So I modified Config.pm this way (suppression of -t) : $Self->{'SendmailModule::CMD'} = '/usr/sbin/sendmail -i -f '; and took care to call it with a valid To: parameter this way in SendMail.pm : if (open( MAIL, "|".$Self->{Sendmail}." $RealFrom $RealTo" )) { => The question is : Is it possible to add a "Post-Filter" hook to Postmaster.pl like I did in future versions of OTRS ? Is it possible also to permit the use of sendmail without -t option by modifying SendMail.pm ? If agreed, this could be done in a clean and supported way for everybody... Jean-Michel BARBET. PS: I can send the modified files on request. -- ------------------------------------------------------------------------ Jean-michel BARBET | Tel: +33 (0)2 51 85 84 86 Laboratoire SUBATECH Nantes France | Fax: +33 (0)2 51 85 84 79 CNRS-IN2P3/Ecole des Mines/Universite | E-Mail: barbet(a)subatech.in2p3.fr ------------------------------------------------------------------------

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a couple of questions
by Marc Schlaile 12 Aug '04

12 Aug '04

hello there, I'm new to this list - apologies if these questions have already been covered. it seems that OTRS decides to send no auto reply on certain addresses. the logged action looks like this: " OTRS-PM3-80 Sent no 'auto reply' for Ticket [1234567890] (joe dough <joedough(a)hotmail.com>) because the sender don't want a auto-response (e. g. loop or precedence header) " how can I switch off this behaviour? the second question I have is about the auto responses. in fact I would like to send an email to the customer once his ticket has been closed. how can I do that? thanks in advance, marc --

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Getting error While changing ticket from one queue to another
by ikid＠caramail.com 11 Aug '04

11 Aug '04

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RE: [otrs] Notification Mail Xchange
by Tyler Hepworth 11 Aug '04

11 Aug '04

Leonardo Amezquita wrote: > Yes its a SMTP but already the it does > > Thanks > Ahora estas bien? Or todavia necesitas ayuda? Seria mehor hablar in en espanol porque is muy dificil entender tu ingles. Si necesitas ayuda, me puedes mandar un mensaje directament a tylerh(a)natr.com Tyler Hepworth

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