August 2004 - otrs - OTRS mailing lists

hungarian translation
by SITKEI Attila 04 Aug '04

04 Aug '04

Hi, Yes, I investigated some work into the translation of otrs as I were in need of a good helpdesk system and found resonably to do so. If there is any interest for the language package, one can download it at http://uu.pmihiv.hu/~teflon/otrs/hu.pm.gz. It uses UTF-8 coding but I have not had any trouble with it. Yours, tef

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Is it possible to select several Ticket to put them in a different Queue ?
by Olivier ECKERT 04 Aug '04

04 Aug '04

Hello everybody, We are using OTRS 1.2.3 on Linux As everybody I get a lot of SPAM mail in the morning when I connect to OTRS arround 50 to 250 (depends on the day). But put each ticket one ticket after the other in the SPAM queue is too long. Is it possible to select several Ticket and put them in a different Queue ? As the usual IMAP mailbox like netscape, hotmail, etc ....... you can cross every mail that you want to delete or move to another directory. I read the RTFM but I didn't find anything about this. :) Do you have a workarround ? Thank you, -- Olivier ECKERT - Strasbourg in France

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Queue Escalation and Individual Priorities
by Varsani, Rajendrakumar (PSD) 04 Aug '04

04 Aug '04

Hi, Where are the individual, ie Very High, Very Low, etc. prioritisation times set? And how do tickets behave with respect to reaching deadlines? And can someone point me to or explain to me how the escalation priorities for queues and the individual ticket priorities interact? Any help very appreciated! Thanks for taking time out to read this email. 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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PostMasterPOP3.pl fails with many messages (help please!)
by Alessandro Ranellucci 03 Aug '04

03 Aug '04

Hi all, we've got more than 500 messages in our POP mailbox, and PostMaster.pl fails after getting some of them: ----------------------------------------------------------------------- Message 44/507 (otrs-in@**ourdomain**) DBI connect('database=jellycentral;host=**host**','otrs',...) failed: Too many connections at /opt/otrs/Kernel/System/DB.pm line 236 ERROR: OTRS-PM3-10 Perl: 5.8.4 OS: darwin Time: Mon Aug 2 16:56:51 2004 Message: Too many connections Traceback (28044): Module: Kernel::System::DB::new (v1.37) Line: 212 Module: Kernel::System::CustomerUser::DB::new (v1.22) Line: 46 Module: Kernel::System::CustomerUser::new (v1.17) Line: 42 Module: Kernel::System::Ticket::new (v1.70) Line: 112 Module: Kernel::System::PostMaster::new (v1.40.2.1) Line: 53 Module: main::FetchMail (v1.11) Line: 163 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.11) Line: 106 Too many connections at /opt/otrs/Kernel/System/CustomerUser/DB.pm line 46. ----------------------------------------------------------------------- Then I raised the max_connections parameter in /etc/my.cnf, and now PostMasterPOP3.pl fails with another error: ----------------------------------------------------------------------- Message 126/508 (otrs-in@**ourdomain**) Can't locate Carp/Heavy.pm in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib /opt/otrs /System/Library/Perl/5.8.4/darwin /System/Library/Perl/5.8.4 /Library/Perl/5.8.4/darwin /Library/Perl/5.8.4 /Library/Perl /Network/Library/Perl/5.8.4/darwin /Network/Library/Perl/5.8.4 /Network/Library/Perl .) at /System/Library/Perl/5.8.4/Carp.pm line 178. (in cleanup) Can't call method "Disconnect" on an undefined value at /opt/otrs/Kernel/System/CustomerUser/DB.pm line 449 during global destruction. ----------------------------------------------------------------------- How can we feed those messages in our OTRS queues? Please help, as this is a production system and I don't see any other solution than having a Perl script feed them one by one to PostMaster.pl. But this of course doesn't fix the problem itself. - Alessandro Ranellucci

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RE: [otrs] Customising OTRS (Outlook Priorities Solution)
by Varsani, Rajendrakumar (PSD) 03 Aug '04

03 Aug '04

Sorry! For 'Priority' read 'Importance' Markus, the suggestion below worked, but only when we declared Priority rather than X-Priority (thanks Matt!): $Self->{'PostmasterX-Header'} = [ ... 'Priority', ... ]; and then this instead: # Job Name: 1-Match # (Set incoming mails with prio highest to OTRS Prio 5 very high) $Self->{'PostMaster::PreFilterModule'}->{'1-Match'} = { Module => 'Kernel::System::PostMaster::Filter::Match', Match => { Priority => 'High', }, Set => { 'X-OTRS-Priority' => '5 very high', }, Match => { Priority => 'Low', }, Set => { 'X-OTRS-Priority' => '1 very low', }, }; ... and it works splendidly. Now, if someone could tell me why I get two emails to Postmaster instead of one email to RAW ... ? Rajendrakumar Premji Varsani BSc (Hons) -----Original Message----- From: Markus Ruecker [mailto:mr@otrs.de] Sent: Tuesday, May 25, 2004 1:54 PM To: 'User questions and discussions about OTRS.' Subject: RE: [otrs] Customising OTRS Hi, > Folks, How do I go about tweeking the interface; I've started putting in corporate logos and > Suchlike but does anyone have any tips on setting colours etc? Which OTRS version? In version 1.2.3 you can do this with the css-Statements in the *.dtl files. > Also, I've noticed that the Outlook priority marking is lost when the emails > get to OTRS. Any idea how to get around this? Customers have finally been > trained to use the correct priority markings and we'd hate to lose the > functionality! Try this, it's without any warranty! Add the following to /opt/otrs/Kernel/Config.pm $Self->{'PostmasterX-Header'} = [ ... 'X-Priority', ... ]; # Job Name: 1-Match # (Set incoming mails with prio highest to OTRS Prio 5 very high) $Self->{'PostMaster::PreFilterModule'}->{'1-Match'} = { Module => 'Kernel::System::PostMaster::Filter::Match', Match => { X-Priority => '1 (Highest)', }, Set => { 'X-OTRS-Priority' => '5 very high', }, }; Regards, Markus Ruecker -- ((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/ 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] Customising OTRS (Outlook Priorities Solution)
by Varsani, Rajendrakumar (PSD) 03 Aug '04

03 Aug '04

Markus, the suggestion below worked, but only when we declared Priority rather than X-Priority (thanks Matt!): $Self->{'PostmasterX-Header'} = [ ... 'Priority', ... ]; and then this instead: # Job Name: 1-Match # (Set incoming mails with prio highest to OTRS Prio 5 very high) $Self->{'PostMaster::PreFilterModule'}->{'1-Match'} = { Module => 'Kernel::System::PostMaster::Filter::Match', Match => { Priority => 'High', }, Set => { 'X-OTRS-Priority' => '5 very high', }, Match => { Priority => 'Low', }, Set => { 'X-OTRS-Priority' => '1 very low', }, }; ... and it works splendidly. Now, if someone could tell me why I get two emails to Postmaster instead of one email to RAW ... ? Rajendrakumar Premji Varsani BSc (Hons) -----Original Message----- From: Markus Ruecker [mailto:mr@otrs.de] Sent: Tuesday, May 25, 2004 1:54 PM To: 'User questions and discussions about OTRS.' Subject: RE: [otrs] Customising OTRS Hi, > Folks, How do I go about tweeking the interface; I've started putting in corporate logos and > Suchlike but does anyone have any tips on setting colours etc? Which OTRS version? In version 1.2.3 you can do this with the css-Statements in the *.dtl files. > Also, I've noticed that the Outlook priority marking is lost when the emails > get to OTRS. Any idea how to get around this? Customers have finally been > trained to use the correct priority markings and we'd hate to lose the > functionality! Try this, it's without any warranty! Add the following to /opt/otrs/Kernel/Config.pm $Self->{'PostmasterX-Header'} = [ ... 'X-Priority', ... ]; # Job Name: 1-Match # (Set incoming mails with prio highest to OTRS Prio 5 very high) $Self->{'PostMaster::PreFilterModule'}->{'1-Match'} = { Module => 'Kernel::System::PostMaster::Filter::Match', Match => { X-Priority => '1 (Highest)', }, Set => { 'X-OTRS-Priority' => '5 very high', }, }; Regards, Markus Ruecker -- ((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/ 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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Two emails in the Postmaster queue
by Varsani, Rajendrakumar (PSD) 03 Aug '04

03 Aug '04

Hi, I've been preparing OTRS for an internal pilot within our IT section. Alas! All of a sudden I noticed that two emails now appear in the Postmaster queue rather than in the RAW queue. Does anyone have any idea as to what I've inadvertently changed? I didn't think I'd done anything other than minor tweeks and front-end dtl customization last week but I obviously have. Somewhere. Any help GREATLY appreciated. Thank-you in advance. 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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