September 2004 - otrs - OTRS mailing lists

Ticketing Process
by Alex Ricordi 21 Sep '04

21 Sep '04

Hi , I am testing the ticketing system (OTRS) but all the documentation I found is technical-oriented... Is there any user-oriented documentation to understand the proposed flow process for the tickets using OTRS.. i.e. When the tickets get locked? (I supposed when you assign an owner... plus some configuration in the queue), How I follow up the tickets for the whole department as an Admin)? (only using the utilities report???). Please let me know if there is some user manual to read Alex Ricordi

2 1

RE: [otrs] PROBLEM SEND EMAIL
by Neal Timm 21 Sep '04

21 Sep '04

Looks like the problem is connecting to the mail server to try telnetting to port 110 from the otrs server from command line and see what happens. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of cruiz(a)sigef.gov.ec Sent: Monday, September 20, 2004 10:50 AM To: otrs(a)otrs.org Subject: [otrs] PROBLEM SEND EMAIL Hi. When creating ticket doesnt send the mail of notification of the message displaying this message. X-Cron-Env: <HOME=/opt/otrs> X-Cron-Env: <PATH=/usr/bin:/bin> X-Cron-Env: <LOGNAME=otrs> Status: RO ERROR: OTRS-PM3-10 Perl: 5.8.0 OS: linux Time: Mon Sep 13 15:50:00 2004 Message: Can't connect to 200.107.4.121 Traceback (16149): Module: main::FetchMail (v1.11) Line: 130 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.11) Line: 106 Might indicate like solving but fast possible. Thanks Regards Ing. Christian Ruiz Z. PROYECTO SIGEF E-mail : cruiz(a)sigef.gov.ec Telfs : 2906893, 2561427 2549077, 2503951 Ext. 254 ____________________________________________________ Mensaje revisado y escaneado por AntiVirus del SIGEF

4 3

OTRS on OSX server
by mhellar 21 Sep '04

21 Sep '04

Hi, I installed otrs from source on OSX server 10.3.5. When I run the web installer I get to the license and database setup page ok. After that I get redirected to 'foo.example.com'. I went over all of the settings in Config.pm. Any ideas on how to fix this? Thanks in advance. -Mark

3 2

Any news on OTRS 1.3?
by Rudi Kramer 21 Sep '04

21 Sep '04

Good Morning Any news on when OTRS 1.3 (final build) will be released? Thanks Rudi

2 2

questions
by Strange, PJ (Philippa) 21 Sep '04

21 Sep '04

We've gone live with 1.2.4 and currently running in tandem with Remedy for just one more week and then OTRS will be our main helpdesk. Anyway I have the following questions: 1/ Is it possible to search for the number of phone calls over a given period? 2/ we are forwarding tickets from Remedy to OTRS and changing the customer id to be the ticket originator. However, when we then action, respond or close the ticket the from: address is still Remedy even though we have changed the Customer ID. Is this a bug? 3/ I've added entries in GenericAgent.pm to delete tickets in the spam queue but they aren't being deleted. Is there something else I need to do? I've restarted cron.sh just in case Rgds Philippa

4 4

PROBLEM SEND EMAIL
by cruiz＠sigef.gov.ec 20 Sep '04

20 Sep '04

Hi. When creating ticket doesnt send the mail of notification of the message displaying this message. X-Cron-Env: <HOME=/opt/otrs> X-Cron-Env: <PATH=/usr/bin:/bin> X-Cron-Env: <LOGNAME=otrs> Status: RO ERROR: OTRS-PM3-10 Perl: 5.8.0 OS: linux Time: Mon Sep 13 15:50:00 2004 Message: Can't connect to 200.107.4.121 Traceback (16149): Module: main::FetchMail (v1.11) Line: 130 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.11) Line: 106 Might indicate like solving but fast possible. Thanks Regards Ing. Christian Ruiz Z. PROYECTO SIGEF E-mail : cruiz(a)sigef.gov.ec Telfs : 2906893, 2561427 2549077, 2503951 Ext. 254 ____________________________________________________ Mensaje revisado y escaneado por AntiVirus del SIGEF

2 1

Re: Status
by martin＠otrs.org 20 Sep '04

20 Sep '04

Your requested mail has been attached.

1 0

Strange problem with 1.3b4
by Ruairi Hickey 17 Sep '04

17 Sep '04

Hi, I've installed 1.3b4 on debian sarge and run through the initial configuration. Now after 2 or 3 selections within otrs when I click on something I get bounce somewhere else within otrs and I get a new session. These 'ghost' sessions never close ... I have a feeling I've messed up with permissions ... Does anyone have any suggestions as to how to rectify this ? Thanks Ruairi

1 0

Strange problem with 1.3b4
by Ruairi Hickey 17 Sep '04

17 Sep '04

Hi, I've installed 1.3b4 on debian sarge and run through the initial configuration. Now after 2 or 3 selections within otrs when I click on something I get bounce somewhere else within otrs and I get a new session. These 'ghost' sessions never close ... I have a feeling I've messed up with permissions ... Does anyone have any suggestions as to how to rectify this ? Thanks Ruairi

1 0

customer authentication via ldap
by Erol YILDIZ 17 Sep '04

17 Sep '04

Hi, How can I authenticate customers via LDAP? thanks

2 1