September 2004 - otrs - OTRS mailing lists

Queues
by Neal Timm 03 Sep '04

03 Sep '04

I would like to have multiple valid queues but only want the customer to be able to see one queue is there any way to hide these when the customer selects create ticket.

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Re: [otrs] Line wrap problems
by Robert L Mathews 03 Sep '04

03 Sep '04

At 8/31/04 8:26 AM, Frederik Seiffert <lists.otrs(a)equinux.de> wrote: >Yes, that was me. Unfortunately, while the incoming message looks just >fine, the reply sent with OTRS still looks awful. Have a look at the >first and third external agent email. > >Is there any reason against wrap=soft in the input field? As I see it, >this would fix the problem. Hmmm. I was the one who suggested the new line wrap algorithm (it was discussed on dev list), but I think I must not have made that part clear: the algorithm can only work when the textarea field is NOT set to wrap=hard. With the algorithm, OTRS code handles all wrapping and the browser should do none at all. So all the "wrap=" parts from the textareas in the HTML templates should probably just be completely removed (unless there is some weird browser that actually needs "wrap=soft"). When that's done, the algorithm doesn't have this problem. I haven't had a chance to install 1.3 beta yet; I should do so and go over for it for problems. But in the meantime, Martin, I can say that having "wrap=hard" in an HTML template will definitely break it.... -- Robert L Mathews, Tiger Technologies http://www.tigertech.net/ "Ignorance more frequently begets confidence than does knowledge." -- Darwin

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Does anyone know how to...
by Sandy Canfield 01 Sep '04

01 Sep '04

Hello all, We just started using the OTRS ticketing system for all our support and really like it. We just have a few customization items that somebody else may have already written code to do. If you have, could you send me the code? 1. When a customer sends an email with multiple addresses in the To field, all are lost except the first one when and agent sends a response. Has anyone written perl code to put the additional addresses as CC? 2. We would like to do a query on all closed tickets with a specific close date. Has anyone added that enhancement? 3. The ability to assign the owner of a ticket without locking it to that person. This may be a customization item that I have not yet found. Thanks, Sandy

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OTRS VS Gforge
by Alex Kelly 01 Sep '04

01 Sep '04

In my organization, we have been using OTRS for over a year now and have had very good luck with it. Some developers have been using Gforge for their development issue tracking and have suggested that we use it for all of our ticketing needs. I now have to battle management to keep using OTRS and have to prove why it is better than Gforge. I have a list of all the features of OTRS that we use. The problem is, I do not have time to setup a gforge installation to compare it to OTRS. Has anyone looked at Gforge for ticketing in enough depth to tell me where it falls short? Any help will be very much appreciated. Thanks, Alex

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Problems with LDAP UTF8 encoding and german Umlauts
by Matthias Eichler 01 Sep '04

01 Sep '04

Dear List, I've just entered all the customerdata from our groupware database into the LDAP directory. The entries went into the LDAP as UTF8 converted strings. Now the CustomerUser function works for searching etc., BUT all german Umlaute are not displayed correctly by OTRS. All other applications that can read this LDAP directory display the data in the correct way, so I think it must be an OTRS bug. Any comments? Thanks, Matthias

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spanish spell check
by Daniel Balan 01 Sep '04

01 Sep '04

Hello otrs, Is the Spanish spell check available in OTRS 1.2.3 ? If so how can I enable it ? Are there any other spell checkers available ? Cheers Daniel -- This message was scanned for spam and viruses by BitDefender For more information please visit http://www.bitdefender.com/

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OTRS/Exchange 2000
by bandb＠t-online.de 01 Sep '04

01 Sep '04

When sending an Email via OTRS to our Clients, Exchange 2000 does'nt delivers the mail and instead only displays a Message saying that the Content Type is unknown. The Header of the OTRS - Mail looks like this: Return-Path: <it(a)westeifel-werke.de> Received: from mailin02.aul.t-online.de (mailin02.bbul.t-online.de [172.18.16.130]) by imss05 (Cyrus v3.0.5.1d) with LMTP; Tue, 24 Aug 2004 15:07:33 +0200 X-Sieve: CMU Sieve 2.2 Received: from web-world.relay ([194.25.166.222]) by mailin02.sul.t-online.de with esmtp id 1Bzb1O-15nNb60; Tue, 24 Aug 2004 15:07:30 +0200 Received: from localhost.localdomain ([217.230.65.150]) by web-world.relay with Microsoft SMTPSVC(5.0.2195.6713); Tue, 24 Aug 2004 15:07:29 +0200 Received: (from apache@localhost) by localhost.localdomain (8.11.6/8.11.6) id i7OD9EU01732; Tue, 24 Aug 2004 15:09:14 +0200 Date: Tue, 24 Aug 2004 15:09:14 +0200 Content-Type: text/plain; charset=iso-8859-1 Content-Disposition: inline Content-Transfer-Encoding: 8bit MIME-Version: 1.0 Message-Id: <1093352954.949438.768337229.48.2(a)westeifel-werke.de> Subject: [Ticket#: 2004082410000129] test charset From: OTRS System <it(a)westeifel-werke.de> X-Mailer: OTRS Mail Service (1.15) X-Powered-BY: OTRS - Open Ticket Request System (http://otrs.org/) To: wew.edv2(a)t-online.de X-OriginalArrivalTime: 24 Aug 2004 13:07:29.0906 (UTC) FILETIME=[4F927D20:01C489DB] X-TOI-SPAM: u;0;2004-08-24T13:07:33Z X-Seen: false On other Mail - Systems, everything works fine. Any hints?

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Query
by Brian Killeen 01 Sep '04

01 Sep '04

Hello otrs, Has anyone hit a limit on the size of emails OTRS can download - Recently had a 7MB download that OTRS could not handle and no other e-mails behind it in the queue could be dealt with. Perhaps there is a configuration file where this can be changed. Grateful for all thoughts/ideas. -- Best regards, Brian mailto:brian.killeen@similaritysystems.com

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