August 2004 - otrs - OTRS mailing lists

Notification on Ticket Close
by Marshall28 11 Aug '04

11 Aug '04

Is there a way to get notification when a ticket has closed via e-mail? thanks marshall

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Troubles in OTRS
by Daniel Balan 11 Aug '04

11 Aug '04

Hello guys, I am using OTRS 1.3 CVS Today I received in the Postmaster queue about 500 messages like this. ---------------------------------------------- From: Mail Delivery Subsystem <MAILER-DAEMON@OTRS> To: otrs@otrs Subject: Warning: could not send message for past 4 hours Created: 08/05/2004 14:05:17 Attachment: file-1 Download 493 Bytes file-3 Download 297 Bytes file-2 Download 322 Bytes ********************************************** ** THIS IS A WARNING MESSAGE ONLY ** ** YOU DO NOT NEED TO RESEND YOUR MESSAGE ** ********************************************** The original message was received at Thu, 5 Aug 2004 07:10:02 +0300 from otrs-bitdefender@localhost ----- Transcript of session follows ----- root@localhost... Deferred: Connection timed out with [127.0.0.1] Warning: message still undelivered after 4 hours Will keep trying until message is 5 days old ---------------------------------------------- Any idea ? Cheers, Daniel Balan -- This message was scanned for spam and viruses by BitDefender For more information please visit http://www.bitdefender.com/

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Notification Mail Xchange
by Leonardo Amezquita 11 Aug '04

11 Aug '04

Hi am install to OTRS on Linux. i have to know if can to form the notification email vs a servant xchange. i hope that you can help me Thanks Leonardo Amezquita Tecnico de Operaciones Ubiquando Ltda

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RE: [otrs] stats questions
by Lohmeijer, Martijn 11 Aug '04

11 Aug '04

At the moment you would have to edit the .pl that generates the stats. OTRS have stated that OTRS 1.3 will have a statistic framework. Don't know what functionality that will mean though. Regards, Martijn -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Adam Lee Verzonden: woensdag 11 augustus 2004 3:55 Aan: User questions and discussions about OTRS. Onderwerp: [otrs] stats questions is there a way to configure the stats section to itemise the basics stats per queue? also i havent been able to setup/configure the graphing correctly. where can i find resources to read about this? _______________________________________________ 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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Customer info not shown
by Gerold Gruber 11 Aug '04

11 Aug '04

Hi, we use otrs for a couple of months now and become more and more familiar with the system. Recently we updated to 1.2.4, we run on SuSE with postgres. One thing I noticed now, where I would really look for a solution: I configured the customer info to be shown (config see below), but it is not always shown as I would expect: a) when the ticket has a customer user and a customer assigned, then the customer user info is only shown for cus.user with a completly lowercase email adress (=login) (admin area, customer user data). b) when the ticket has only a customer assigned and no customer user, then one customer users data is shown (customer all lowercase so far here), even that of an invalid customer user, that belonged to that customer! How can I make the customer user data show up in case a), when the customer user email resp. login contain uppercase letters? Why did I see infos of an invalid customer user in case b)? Best regards Gerold from Config.pm: (additional fields in database created, this works) # ShowCustomerInfo* # (show customer user info on Compose (Phone and Email), Zoom and Queue view) $Self->{ShowCustomerInfoCompose} = 1; $Self->{ShowCustomerInfoZoom} = 1; $Self->{ShowCustomerInfoQueue} = 0; # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser} = { Name => 'Database Backend', Module => 'Kernel::System::CustomerUser::DB', Params => { Table => 'customer_user', }, # customer uniq id CustomerKey => 'login', # customer # CustomerID => 'customer_id', CustomerValid => 'valid_id', CustomerUserListFields => ['first_name', 'last_name', 'email'], CustomerUserSearchFields => ['login', 'last_name', 'customer_id'], CustomerUserPostMasterSearchFields => ['email'], CustomerUserNameFields => ['salutation', 'first_name', 'last_name'], # ReadOnly => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type, http-link [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'login', 1, 1, 'var' ], [ 'UserPassword', 'Password', 'pw', 0, 1, 'var' ], [ 'UserEmail', 'Email', 'email', 0, 1, 'var' ], [ 'UserPhone', 'Fon', 'phone', 1, 0, 'var' ], [ 'UserMobile', 'Mobil', 'mobile', 1, 0, 'var' ], [ 'UserFax', 'Fax', 'fax', 1, 0, 'var' ], [ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var' ], [ 'UserComment', 'Comment', 'comments', 1, 0, 'var' ], [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int' ], ], }; -- edv2g Ingenieurbuero fuer EDV-Beratung Dipl.-Ing. Gerold Gruber Alaunstr. 76 fon: +49 351 56355753 01099 Dresden fax: +49 351 56355752 http://www.edv2g.de mobil: +49 172 7948568

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RE: [otrs] Forwarding Tickets
by Paul Rhein 11 Aug '04

11 Aug '04

Hi, I am a bit confused. What exactely do you want to do ? 1) ALL mail that go to your otrs email account will be forwarded to some (otrs) external email OR 2) Only tickets that are in THISqueue in OTRS get forwarded (automatically) to an external emal address ? -p. "Thorsten Philipp" <thorsten.philipp(a)netage.de>@otrs.org on 11-08-2004 10:16:07 Please respond to "User questions and discussions about OTRS." <otrs(a)otrs.org> Sent by: otrs-bounces(a)otrs.org To: "User questions and discussions about OTRS." <otrs(a)otrs.org> cc: Subject: RE: [otrs] Forwarding Tickets Forgot something: I think procmail wouldn't help because we only want to forward tickets in a specific queue. _______________________________________________ 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] Forwarding Tickets
by Thorsten Philipp 11 Aug '04

11 Aug '04

Forgot something: I think procmail wouldn't help because we only want to forward tickets in a specific queue.

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RE: [otrs] Forwarding Tickets
by Thorsten Philipp 11 Aug '04

11 Aug '04

> Hi, > > Do use use promail ? Yes we use it for dispatching. > > If yes set up a rule in .procmailrc. > > hth Is there a way to pass a email to otrs AND forward it ? ( I'm not very experienced with procmail) Because we also want to get them in otrs. >> Hi all, >> >> I'd like to forward all incoming/new tickets (specific queue) >> temporarily to an external e-mail adress. >> How could I realize that in otrs ? Any ideas ? >> >> Thanks in advance >> >> Thorsten Philipp >> >> _______________________________________________ >> 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/ >> > > _______________________________________________ > 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] Forwarding Tickets
by Paul Rhein 11 Aug '04

11 Aug '04

Hi, Do use use promail ? If yes set up a rule in .procmailrc. hth -p. "Thorsten Philipp" <thorsten.philipp(a)netage.de>@otrs.org on 11-08-2004 09:31:39 Please respond to "User questions and discussions about OTRS." <otrs(a)otrs.org> Sent by: otrs-bounces(a)otrs.org To: "User questions and discussions about OTRS." <otrs(a)otrs.org> cc: Subject: [otrs] Forwarding Tickets Hi all, I'd like to forward all incoming/new tickets (specific queue) temporarily to an external e-mail adress. How could I realize that in otrs ? Any ideas ? Thanks in advance Thorsten Philipp _______________________________________________ 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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Forwarding Tickets
by Thorsten Philipp 11 Aug '04

11 Aug '04

Hi all, I'd like to forward all incoming/new tickets (specific queue) temporarily to an external e-mail adress. How could I realize that in otrs ? Any ideas ? Thanks in advance Thorsten Philipp

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