January 2005 - otrs - OTRS mailing lists

where is Escalation Status in the GenericAgent web interface?
by m 25 Jan '05

25 Jan '05

I'm trying to set up a bunch of escalation rules. However, for the life of me, I can't find "Escalation" anywhere in the GenericAgent web interface (using OTRS 1.3). Did I miss something, or do I have to write them into GenericAgent.pm by hand? M.

2 1

Changing default priority based on CustomerUser data?
by Talley, Brooks 25 Jan '05

25 Jan '05

First, let me say that I'm really impressed with OTRS. Our testing and evaluation is going well, and our support people are very excited to see it in production. I've got a question about priorities: we have some customers who we'd like to automatically set to a higher priority when their ticket is first created from email. I could supply a column in the CustomerUser view that would either give a 1/0 indication or specify the actual priority that new tickets should be created at. Is that possible? If so, any tips? If not, any tips for where to hack the source to make it happen? Thanks! -Brooks

1 0

Re: [otrs] otrs 1.3.2 with mozilla on Solaris
by Graeme Brough 24 Jan '05

24 Jan '05

Hello Tom, The issue here appears to be the 'Content-Disposition' MetaTag. In Mozilla 1.4 under Solaris this does not appear to be handled correctly and opens the File Download Dialog Box. If you simply comment out the 'Content-Disposition: $Data{"ContentDisposition"}' line in Header.dtl this appears to solve the problem and, if my understanding of the Content-Disposition Tag is correct, will have no impact on other functionality. Does anyone else have any experience of the this issue or is it environment unique ? HTH Graeme > ---------------------------- Original Message ---------------------------- > Subject: [otrs] otrs 1.3.2 with mozilla on Solaris > From: "Tom Simpson" <tom.simpson(a)sun.com> > Date: Wed, October 27, 2004 4:10 pm > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > -------------------------------------------------------------------------- > > Hi, > > Has anybody experience problems with mozilla under solaris, where after > login, mozilla says "AgentQueueView.html is of type text/html - Mozilla > does not know how to handle this filetype" > > Works with firefox fine, just not mozilla - BTW, it's mozilla-1.4, and > I'm not in a position to change this :-( > > Tom > _______________________________________________ > 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/ ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

1 0

otrs 1.3.2 with mozilla on Solaris
by Graeme Brough 24 Jan '05

24 Jan '05

Hello Tom, The issue here appears to be the 'Content-Disposition' MetaTag. In Mozilla 1.4 under Solaris this does not appear to be handled correctly and opens the File Download Dialog Box. If you simply comment out the 'Content-Disposition: $Data{"ContentDisposition"}' line in Header.dtl this appears to solve the problem and, if my understanding of the Content-Disposition Tag is correct, will have no impact on other functionality. Does anyone else have any experience of the this issue or is it environment unique ? HTH Graeme ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

1 0

Priorities and times
by Dean Baldwin 24 Jan '05

24 Jan '05

Hi, I have been using the GenericAgent.pm file to build specific escalations based upon the time a ticket has been in the system using TimeCreateTimeOlderMinutes. This works well when a ticket arrives with a normal priority and is escalated gradually up the priority list. However, I require each priority to have an escalation procedure and this is where the problem lies. For example a ticket comes into OTRS with normal priority. The escalation time for this priority could be 2 hrs. Using TimeCreateTimeOlderMinutes I can determine how long a ticket has been in the system and therefore escalate the ticket. But in this case an operator has seen this ticket after 30 mins and determines this is important and they manually increase the priority. This now causes a problem. Priority 4 has an escalation time of 1 hour ie anything that is in this queue for more than an hour needs to get pushed up the escalation queue. However, from what I am aware TimeCreateTimeOlderMinutes is based on the time it enters OTRS which means if the operator drops the ticket into priority 4 it may only be there for 30 minutes before it gets escalated. Is there anyway to calculate the amount of time has ticket has been in a particular priority. Regards, Dean

2 1

RE: [otrs] <OTRS_CUSTOMER_FIRSTNAME> in salutation
by Jack Doyle 24 Jan '05

24 Jan '05

Is there a place where all of these "variables" are listed? I'd like to know all of the options that I could use in emails that go out. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems -----Original Message----- From: shar0119(a)yahoo.com [mailto:shar0119@yahoo.com] Sent: Thursday, January 20, 2005 5:43 PM To: otrs(a)otrs.org Subject: [otrs] <OTRS_CUSTOMER_FIRSTNAME> in salutation Hi, Is it possible to use <OTRS_CUSTOMER_FIRSTNAME> in salutation. Right now i get a - when i try to use it. Another question is that I get a - when i try to use <OTRS_CUSTOMER_UserEmail> in signature. I have version 1.3.2 of OTRS. Thanks for your help. Regards, Chris __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com _______________________________________________ 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/

2 1

Installation
by Bernard PRE 24 Jan '05

24 Jan '05

Hello, As somebody installed on Mandrake 10.1 with success ? Pb with perl Pb with httpd Thanks for your help Bernard

4 9

RE: [otrs] Installation
by Balaji_Krishnamurthy 24 Jan '05

24 Jan '05

Check if you sql connection is Ok . -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alvaro Lopez Sent: Monday, January 24, 2005 12:55 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Installation I have just installed otrs (i am a newbee) and i nedd some help. >>I can't join this url : http://my_server/otrs/installer.pl >> >>Forbidden >>You don't have permission to access /otrs/installer.pl on this server. >> >> >> I had the same issue, and the trouble was permission, check it, probably you don't change the owner, and the group. Check too the apache config, you need to change User and Group. I hope that it can help you. Alvaro. _______________________________________________ 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/

1 0

HTML and mail tickets]
by Alvaro Lopez 24 Jan '05

24 Jan '05

Hello all: I have a trouble, OTRS run perfectly, but when receive an e-mail with HTML format, OTRS not load HTML, and write all html labels, have you got any solution, or I may use html2txt scripts?. If I must use html2txt, OTRS let e-mails body in a temp file or load it directly to Database?. This is the trouble. I have a pair of question about OTRS: May user add a ticket in internal FAQs? Can I remove mail headers before it be load in Database? Thanks for all. Alvaro.

1 0

RE: [otrs] Procedure for upgrading OTRS from source?
by Peter van Beugen 22 Jan '05

22 Jan '05

Already solved or do you need extra explanation? I also did an upgrade on RH9 from 1.2.4 to 1.3.2 a few months ago. Regards, Peter -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens shar0119(a)yahoo.com Verzonden: donderdag 20 januari 2005 8:14 Aan: User questions and discussions about OTRS. Onderwerp: Re: [otrs] Procedure for upgrading OTRS from source? I think you can just download the latest RPM and update it. Chris --- Cobb <cobbjb1(a)cox.net> wrote: > Can anyone help out with this? > > Cobb wrote: > > > Can anyone tell me how to upgrade from OTRS 1.2 to > 1.3 from source? > > Consider it's installed in /opt/otrs on a RH9 > system. > > _______________________________________________ > > 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/ > > > _______________________________________________ > 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/ > __________________________________ Do you Yahoo!? The all-new My Yahoo! - What will yours do? http://my.yahoo.com _______________________________________________ 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/

2 1