August 2004 - otrs - OTRS mailing lists

Import Customer Database to OTRS database
by Jim Norman 26 Aug '04

26 Aug '04

We have about 300 end users and we would like to import a CSV file into the otrs database, is there an easy way to do this?

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CustomerUser
by Matthias Eichler 26 Aug '04

26 Aug '04

Dear List, I want to use the Customer-Feature of OTRS, so our Agents can search through the Customer-Data and do not have to enter everything manually. Now I have come to an conceptional problem: - The "From"-Field should be the customer person who is reporting in, because all the communication is done via this field. - We have a customer-email address for each customer with customername(a)kernzeit.com which is used for internal mail-archive-processing and should be used here, too! - The person who is reporting the problem and with who we are communicating in this case may _not_ be the customer. In 90% of all cases our customer is a company for which the "From"-person is working for... Is anybody out there with such a conceptional problem? How did you solved this?!? Thanks, Matthias .FIN

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Auto-Close tickets
by N.R. 26 Aug '04

26 Aug '04

We have here an active support team all using OTRS, and people are writing to support every day tens of messages - a lot of them don't answer more than once, and there is no way we can tell to leave the ticket open or to set next ticket state as closed when answering. so is there any way to make the tickets auto-close themselves after a certain period of time ? because now each OTRS agent has a few hundred locked tickets because the customers never continued conversation and we didn't know that they won't. N.

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agent notification (SMTP sending mail) problem
by Paul Fahy 26 Aug '04

26 Aug '04

I am using SMTP to send mail in OTRS. If you go into compose mail, and send an email, it works fine. But notifications to the agent if a ticket is created or replied to do not work. In the system log, it says: Can't send to: pfahy(a)paradiesanalytics.com! Enable debug for more info! I can't figure out this problem. Everything seems to be setup correctly. Please let me know if you have any idea. Thanks, Paul

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Problem with loosing emails
by Iustin Pop 26 Aug '04

26 Aug '04

Hello, I have a (seldom) problem with loosing emails which should be inserted by PostMaster. I believe the problem is that the database (Postgresql) is using UTF-8 encoding and I think that the email contained an invalid UTF-8 character/sequence. I got this in the postgres log: 2004-08-24 10:19:04 [31899] ERROR: invalid byte sequence for encoding "UNICODE": 0xe26e26 Most probably, the PostMaster inserts but does not check the result. Now i have two questions: * what does PostMaster.pl do when it can't insert the message in the database? It just drops it? * how can I check the database integrity? I caught this situation because the search options shows a ticked with no data, not even ticked ID - the application searches for in the article database for an inexistent ID; Thanks for any help, Iustin Pop (sorry for the following disclaimer) ########################################### The information contained in this communication is confidential and may be legally privileged. It is intended solely for the use of the individual or entity to whom it is addressed and others authorized to receive it. If you are not the intended recipient you are hereby notified that any disclosure, copying, distribution or taking action in reliance of the contents of this information is strictly prohibited and may be unlawful. Orange Romania SA is neither liable for the proper, complete transmission of the information contained in this communication nor any delay in its receipt. ###########################################

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Problems with TicketID
by Leonardo Amezquita 26 Aug '04

26 Aug '04

Hi list I have a problem with customer interfaz, when the user wishes to create a ticket the browser shows its error Error: Need TicketID! i hope that can you help me Leonardo Amezquita Tecnico de Operaciones Ubiquando Ltda

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how to find out the agent's name?
by Marc Schlaile 26 Aug '04

26 Aug '04

hello, i've searched the defaults.pm but no luck so far. i need a unique identifier for the agent (a variable with the name or ID will do) which i can use in config.pm thanks, marc

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Customer Cannot Create Ticket
by Tyler Hepworth 26 Aug '04

26 Aug '04

When I try to create a ticket from the customer interface, I get the message "need TicketID!". Could someone please point me in the right direction as to what I should look for to fix this? Thanks, Tyler Hepworth Here is the output of my logs: Apache: Aug 24 17:50:58 fnabogtls OTRS-CGI-10[1128]: [Error][Kernel::System::Ticket::CreateTicketDB][Line:235]: No StateID!!! Aug 24 17:50:58 fnabogtls OTRS-CGI-10[1128]: [Error][Kernel::System::Ticket::Article::CreateArticle][Line:41]: Need TicketID! OTRS Log: ERROR: OTRS-CGI-10 Perl: 5.8.1 OS: linux Time: Tue Aug 24 17:49:53 2004 Message: No StateID!!! Traceback (1131): Module: Kernel::System::Ticket::CreateTicketDB (v1.70.2.1) Line: 235 Module: Kernel::Modules::CustomerMessage::Run (v1.26) Line: 267 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_customer_2epl::hand ler (v) Line: 692 Module: (eval) (v1.24) Line: 184 Module: ModPerl::RegistryCooker::run (v1.24) Line: 184 Module: ModPerl::RegistryCooker::default_handler (v1.24) Line: 154 Module: ModPerl::Registry::handler (v1.99) Line: 16 ERROR: OTRS-CGI-10 Perl: 5.8.1 OS: linux Time: Tue Aug 24 17:49:53 2004 Message: Need TicketID! Traceback (1131): Module: Kernel::System::Ticket::Article::CreateArticle (v1.52) Line: 41 Module: Kernel::Modules::CustomerMessage::Run (v1.26) Line: 281 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_customer_2epl::hand ler (v) Line: 692 Module: (eval) (v1.24) Line: 184 Module: ModPerl::RegistryCooker::run (v1.24) Line: 184 Module: ModPerl::RegistryCooker::default_handler (v1.24) Line: 154 Module: ModPerl::Registry::handler (v1.99) Line: 16

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RE: [otrs] Deleting all tickets from a single queue
by Tyler Hepworth 26 Aug '04

26 Aug '04

Marc Tardif wrote: > The OTRS FAQ (http://faq.otrs.org) covers deleting all tickets from > database. However, I would only want to delete all tickets from a > single queue. Keep reading the docs! :-). Look here: http://doc.otrs.org/1.2/en/html/generic-agent-example.html#AEN1040 for the answer. > > The reason for this request is that the POP3 mailbox polled by OTRS > receives unsolicited messages. These are then manually moved to the > JUNK queue. However, after a few days only, it has become apparent > that this queue will become needlessly big. Furthermore, the JUNK > queue is constantly blinking in the interface, giving the impression > messages within should be handled. However, junk is junk, there is > really no need to handle these messages. The generic agent is on a cron that you configure is automatically handled by a cron. You junk queue will be emptied every 20 minutes.

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for in-house support: assets and locations tables?
by lloyd 26 Aug '04

26 Aug '04

hi - when providing support within a company, you're often dealing with a piece of hardware like a problematic workstation. the following capabilities would be very useful: - have a table of ASSETS like workstations, servers, printers, etc - have a table of LOCATIONS, to which you can assign assets - be able to associate an asset with a ticket this would allow you to: - keep track of your asset inventory - maintain a history of issues for each asset is this possible with OTRS? if not, might it be added in the future? if not, is anyone aware of a similar FOSS tool that might be more appropriate for this task? thanks

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