September 2004 - otrs - OTRS mailing lists

helpdesk setup
by Gilles Bordelais 29 Sep '04

29 Sep '04

Hello, I wish to setup the following helpdesk to support an application: 1st level - recieves the incoming tickets submitted via mail or web front-end, responds and tries to get as much details as possible. If the problem doesn't get solved along the way, the ticket is forwarded to: 2nd Level - only gets the ticket from 1st level. Takes a deeper insight at the problem, and solves it. If the problem is a bug in the software, the ticket is forwarded to: 3rd Level - development folks. only gets the ticket from 2nd level. All levels also maintain the FAQ. OTRS 1.2.4 is installed, and I've been trying to reproduce this organisation. I have been having problems with groups and queues, though. Like tickets of the 1st level excalating for the admins, some groups not seeing tickets they should, etc. I also couldn't forward a ticket from 1st level to the 2nd and thus make it disappear from the queue of the 1st. As I am quite unsure of the best way to do this, I would very much appreciate a roadmap. I am starting from scratch, so I'm really open for suggestions as to the best way of doing this. Thanks a lot in advance, Gilles Bordelais

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Ticket Dates showing as 1970... Solution
by Ruairi Hickey 29 Sep '04

29 Sep '04

Hi, As I reported before, as a follow up to a similar report, email tickets had no date field in the header and were reported by thunderbird as having a date of 1970... I modified the file Article.pm as follows to add a DATE header. Ruairi diff -u otrs/Kernel/System/Ticket/Article.pm /opt/otrs/Kernel/System/Ticket/Article.pm --- otrs/Kernel/System/Ticket/Article.pm 2004-09-08 12:34:51.000000000 +0100 +++ /opt/otrs/Kernel/System/Ticket/Article.pm 2004-09-22 15:11:51.000000000 +0100 @@ -16,6 +16,7 @@ use Kernel::System::StdAttachment; use Kernel::System::Crypt; +use POSIX qw(strftime); use vars qw($VERSION); $VERSION = '$Revision: 1.70 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; @@ -1114,6 +1115,8 @@ my $InReplyTo = $Param{InReplyTo} || ''; my $Loop = $Param{Loop} || 0; my $HistoryType = $Param{HistoryType} || 'SendAnswer'; + my $DateStr = strftime "%a, %d %b %Y %H:%M:%S +0000", gmtime(); + # check needed stuff foreach (qw(TicketID UserID From Body)) { if (!$Param{$_}) { @@ -1189,6 +1192,7 @@ Cc => $Param{Cc}, Bcc => $Param{Bcc}, Subject => $Param{Subject}, + Date => $DateStr, 'Message-ID' => $MessageID, 'In-Reply-To:' => $InReplyTo, 'References' => $InReplyTo,

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Bulk ticket locking
by Paul Rhein 29 Sep '04

29 Sep '04

Hi list, In OTRS 1.3.1 when moving ticket with the BULK feature to another queue, all the selected tickets get locked, and then moved to the new queue. Fine. But the tickets stay locked on the user who used the bulk action even so I have the option $Self->{UnlockTicket} => 1 in the Config.pm Can anybody tell what to do to avoid the locking of the bulk feature after the move ? Thanks and cheers Paul

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POPping mail with usernames that contain @ symbols
by Robin Mordasiewicz 29 Sep '04

29 Sep '04

I am trying to POP mails with a username that contains an @ symbol but when I check the slapd.log files on the pop server I can see that domain portion of the username is not sent to the server and then of course the authenticaion fails. Is there somewhere in the perl scripts where it is truncating special characters or treating the @domain portion as some array variable. --

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Test
by Tyler Hepworth 28 Sep '04

28 Sep '04

I changed my email address a few days ago and am receiving the mail list at my new address, but I have tried to submit a mail and it never showed up. I need to see if my posts are being received. Tyler Hepworth

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help! tickets re-appearing
by N.R. 28 Sep '04

28 Sep '04

I already wrote, but no one replied. Maybe somebody has ANY idea on what is going one here - we answer an email, and after a few hours or sometimes a day - the tickets all show up in the QUEUE VIEW _Again_! state `open`, owner `person who answered`. I had to manually close all those tickets (20 of them). OTRS 1.3.1 N.

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Dictionary & System logs
by Rudi Kramer 28 Sep '04

28 Sep '04

Good Morning I have two questions 1) How to a add custom words to the dictionary? 2) Can the system log section in OTRS be extended? How would I go about doing this? Thanks Rudi

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few questions
by Strange, PJ (Philippa) 28 Sep '04

28 Sep '04

Our OTRS helpdesk has been live for 1 week now and has splendidly handled over 3200 tickets plus a few hundred I deleted form the database (eagerly waiting for the bulk facility!) Can anyone answer the following: 1/ occasionally ie not regularly enough to form a consistent pattern, tickets will reopen themselves! In the ticket history you can see the ticket being closed and then marked as open again. Why does this happen? 2/ is there a way to remove queues from the custom/personal queue box in preferences. I set a queue to receive notifications from and now I don't want them but it seems I have to have something in there now!! Is there a way around this? 3/ there appears to have been a mail loop problem and there was a situation where tickets were bouncing back and forth to a particular user. The only auto-response set is on new tickets so I'm not sure why this happened. What I want to know is, is there a way to suspend OTRS or at least the mail handling in order to delete the looping mail? Thanks guys and keep up the good work. Philippa Strange

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Re: [otrs] Dictionary & System logs
by Rudi Kramer 28 Sep '04

28 Sep '04

erm, yes that's what my question is also :-) ----- Original Message ----- From: "Varsani, Rajendrakumar (PSD)" <rajendrakumar.varsani(a)psd.defra.gsi.gov.uk> To: <rkramer(a)bus-sol.co.za> Sent: Tuesday, September 28, 2004 1:34 PM Subject: RE: [otrs] Dictionary & System logs Rudi, I'd like to know the answer to extending the log system too if you get the answer. Thanks in advance. Rajendrakumar -----Original Message----- From: Rudi Kramer [mailto:rkramer@bus-sol.co.za] Sent: Tuesday, September 28, 2004 11:27 AM To: otrs(a)otrs.org Subject: [otrs] Dictionary & System logs Good Morning I have two questions 1) How to a add custom words to the dictionary? 2) Can the system log section in OTRS be extended? How would I go about doing this? Thanks Rudi _______________________________________________ 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. If you have received it in error you have no authority to use, disclose, store or copy any of its contents and you should destroy it 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] Install question
by Pete McDonnell 27 Sep '04

27 Sep '04

Installation was quite smooth on SuSE Linux 9.1 with the exception of one item. I had to configure the mod_perl Apache module manually. Apache was not loading it and therefore none of the OTRS scripts worked at all. At one or more points in the setup docs there is mention of a phpmyadmin script which I am unable to use for the same reason - mod_php doesn't even exist on this system. I haven't had a chance to investigate that yet though. - Pete McDonnell Manager, Technical Services Hip Interactive > -----Original Message----- > From: Brian Ronk [mailto:bronk@bookmasters.com] > Sent: Monday, September 27, 2004 11:17 AM > To: otrs(a)otrs.org > Subject: [otrs] Install question > > I've been trying to get otrs to install to test it. I want > to see what it could do internally here where I work, and > thought I could set up a test system. I'm having some > problems though. I installed Debian testing, with otrs 1.2 > (all from the Debian servers) just to see what I can do with > it. I can't get it running though. > I can't access the /otrs/ directory through the web, even > though otrs is the web user, and I set up the <Location> > stuff in the apache2.conf file (as far as I can tell there is > a httpd.conf but it is not used for > Apache2 configuration). > I think what I'm going to do is setup a Suse 9.1 install on > this computer to test it. It seems that it's easier to > install otrs on Suse by the look of it. I downloaded the > Personal cd, and am installing from that. I'll let you know > how that goes. If you have ideas on what was going wrong > though, that would be extremely helpful. Thanks. > -- > Brian Ronk > System Administrator > BookMasters, Inc > _______________________________________________ > 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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