January 2005 - otrs - OTRS mailing lists

Support for non-English emails using English Interface
by Akbar S. Ahmed 28 Jan '05

28 Jan '05

Hi, How do you configure OTRS to allow non-English emails to be answered when the GUI is set to English? Specifically, multilingual staff need to use the English based GUI to answer emails in Spanish, Chinese, and Korean. I'd like to setup OTRS to receive customer emails in multiple languages and store the emails in the non-English languages in the DB. Thanks in advance, Akbar

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Syslog Error on PostMasterPOP3
by Nigel Clarke 28 Jan '05

28 Jan '05

Hi, Received the following error when executing PostMasterPOP3.pl: Modification of a read-only value attempted at /usr/lib/perl5/5.8.5/i386-linux/Sys/Syslog.pm line 312. I removed the offending e-mail and process continued as normal. The e-mail seems to be a simple 3K, text no attachment e-mail. Language was Danish. Is this a problem with Syslog or OTRS? Regards, Nigel Clarke ____________________________ Mindpearl AG Information Technology Hythe House 200, Shepherds Bush Road, London W6 7NY Phone: +44 208 762 7505 Mobile: +44 776 423 2281 Telefax: +44 208 762 7766 Email: nclarke(a)mindpearl.com The information in this Internet eMail is confidential and may be legally privileged. It is intended solely for the addressee. Access by any other person to this Internet eMail is not authorized. If you are not the intended recipient, please delete this Internet eMail and please advise the sender immediately by reply eMail. Any disclosure of this Internet eMail or of the parties to it, any copying, distribution or any action taken or omitted to be taken in reliance on it is prohibited, and may be unlawful. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of Mindpearl AG. The recipient should check this email and any attachments for the presence of viruses. Mindpearl AG accepts no liability for any damage caused by any virus transmitted by this eMail.

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Answerd -- Generic Agent -- Robert Kehl
by Jack Doyle 27 Jan '05

27 Jan '05

Robert, Thanks for sending me that Generic Agent file this morning. However, I don't see any options in there to set the answered flag. How do I do that? I want to do it on all closed tickets. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems

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what variable do I use?
by m 27 Jan '05

27 Jan '05

I want to reset the escalation time on tickets after they are answered, such that, when a ticket is answered, the escalation timer will restart based on the escalation time for whatever queue has the ticket. Once the ticket escalates, I already move the ticket to a new queue. I also want to reset the "Answered" status at the time the queue changes. 1.) Could this be done via the web interface for GenericAgent? If so, where would I input the variables to check for escalation and answered status? And then, how do I change them in the ticket? otherwise: 2.) What are the variables I need to check and change if I need to edit GenericAgent.pm? Thanks for the help. Mark.

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Customer table - UserLogin, email, Customerid
by Martin Hochreiter 27 Jan '05

27 Jan '05

Hi! I try to use otrs within my support group - but I don't want to have UserLogin, email and Customerid as requiered fields, as not every Customer needs a login, not every Customer has an email address. I only need the id as primary key in the table (and that should be Auto Increment) Is there a way to do that, or at least to set automatic random default values for the fields? lg Maritn

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Moving tickets
by Jack Doyle 27 Jan '05

27 Jan '05

I like to go through our system every now and then and take tickets that are possibly closed that may have been filed in the wrong queue and move them to the correct queue. i.e. We have level 1 and level 2 support. We have L1 and L2 queues, and there are sub-queues under L2. L1 users sometimes put them into L2 if they aren't exactly sure where to put them. I go after the fact and move them, for filing purposes, into the correct queue. However, users with "move" notifications enabled get the notification. Is there a way to have it NOT send that notification if I am moving an already closed ticket? i.e. if the ticket is closed, don't send the note. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems

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RE: [otrs] what variable do I use?
by Jack Doyle 27 Jan '05

27 Jan '05

Robert, you were going to send me an already patched GenericAgent.pm since my patch failed. I still haven't gotten that yet. Are you still wanting to send it to me? ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems -----Original Message----- From: Robert Kehl [mailto:mailinglists@robertkehl.de] Sent: Thursday, January 27, 2005 6:14 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] what variable do I use? m schrieb: > 1.) Could this be done via the web interface for GenericAgent? If so, > where would I input the variables to check for escalation and answered > status? And then, how do I change them in the ticket? > 2.) What are the variables I need to check and change if I need to edit > GenericAgent.pm? The 'Answered' state is set when a customer adds something you have to answer, such as an email arriving or a customer message added in customer.pl. Standard OTRS does not implement a function to actually reset the 'Answered' state. I believe this to be by design. See http://wiki.robertkehl.de/?PatchGAAnswered for what you want - a patch to GenericAgent to allow setting the 'Answered' State. There has been a discussion on how to implement this recently on this list. hth, Robert Kehl _______________________________________________ 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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RE: [otrs] administrator approval for customer self-created accounts
by Jack Doyle 27 Jan '05

27 Jan '05

You can google by entering into google: site:lists.otrs.org [query] That's the best way I've found. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems -----Original Message----- From: m [mailto:m@telerama.com] Sent: Thursday, January 27, 2005 1:31 AM To: User questions and discussions about OTRS. Subject: [otrs] administrator approval for customer self-created accounts I would like to use the self-creation of customer accounts feature, however, I'd like to also require Administrator approval before the account is created. In addition, I want to set the customer number and perhaps even the username myself before the system sends out the password. Is this possible? Unforunately, the archives are not easily Google-able. _______________________________________________ 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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administrator approval for customer self-created accounts
by m 27 Jan '05

27 Jan '05

I would like to use the self-creation of customer accounts feature, however, I'd like to also require Administrator approval before the account is created. In addition, I want to set the customer number and perhaps even the username myself before the system sends out the password. Is this possible? Unforunately, the archives are not easily Google-able.

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Question about actions on Queues and subqueues
by m 27 Jan '05

27 Jan '05

If I want to check the status of a ticket in a queue and its subqueus, such as: Active Active:Senior Technicians Active:Junior Technicians Active:Supervisor Can I merely specify the queue as "Active"? That is to ask: when specifying a queue, are all subqueues included in a search?

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