November 2005 - otrs - OTRS mailing lists

Change FAQ status
by Richard Hinkamp - BeSite 15 Nov '05

15 Nov '05

Hi, I can't find where in the admin area I can change FAQ status names (from the faq_state table). Am I looking in the wrong places or is it not possible? -- Kind regards, Richard Hinkamp richard(a)besite.nl ................... BeSite Internetdiensten www.besite.nl

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Merge Function
by shawn.beasley＠dlh.de 15 Nov '05

15 Nov '05

I was hoping, as was another poster in this list, that someone could explain what the merge function does, and how to use it. I would greatly appreciate all help in this area, and would like to know if anyone has written any how-to's on OTRS. Vielen Dank, Shawn Beasley Support - IT Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de Web: http://www.cfc-callcenter.de <http://www.cfc-callcenter.de/>

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RE: [otrs] problems sending/receiving mail on freebsd
by Claude Watson 14 Nov '05

14 Nov '05

You can easily set sendmail to "smarthost" through your ISP's mail server. Look at the man page for sendmail.cf. Claude Watson At 04:10 PM 11/14/2005, you wrote: >I do not use the MTA on freebsd because we have to forward over to our >ISP, with our helpdesk and other email addresses. Our setup is not >configured to do this as is, everything routes to our ISP and our domain >sits with them. > >Thank you, > >Michael W. Belz >Jr. Systems Administrator, Sky River Management >(702) 336-9418 >AIM: SimbaSRM > >-----Original Message----- >From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of >Pim Rupert (Lemonbit) >Sent: Monday, November 14, 2005 11:37 AM >To: User questions and discussions about OTRS.org >Subject: Re: [otrs] problems sending/receiving mail on freebsd > > > > The first thing I thought of was to call my ISP and have them > > create for > > me a customized distribution list called " otrs(a)falcon.sky-river.com" > > how does this sound? I have a dist list creator in my admin profile > > but > > it only supports @sky-river.com not hostname.sky-river.com, does it > > sound viable to have the ISP creat a special distribution list for our > > falcon.sky-river.com suffix? > >Normally... I would think it's an odd question. But if you have some >kind of expensive SLA or the server you are running OTRS on is co- >located / rented at your ISP it would be a quite reasonable question. > >But I still don't get why you just don't use the MTA on your FreeBSD >machine... > >Kind regards, >Pim Rupert >Lemonbit Internet > >_______________________________________________ >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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(no subject)
by Michael Belz 14 Nov '05

14 Nov '05

Guys, I have had OTRS up and running, I was submitting emails through the customer interface, and even receiving emails for new account setups to my ISP and getting them in outlook. What I have setup is FreeBSD with Sendmail configured. I have my emails going to the OTRS system and also OTRS was! Sending them to our companies email at helpdesk. It seems as though I cannot receive any eamils to our ISP mail server, so when I check my mail client(outlook) I never receive any mail messages. The docs say that it uses a flat configured sendmail and that all should work out of the box. When you reset OTRS setting securemode = 0 does this wipe all the settings out completely? I cannot get emails sent to my ISP mail server!!! Help! It seems like they are just stuck in OTRS. Thank you, Michael W. Belz Jr. Systems Administrator, Sky River Management (702) 336-9418 AIM: SimbaSRM

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CustomerIDs
by christian.verdun＠cfi-pac.com 14 Nov '05

14 Nov '05

Is there any method that I could have an all customer ID that I could put into each customer ID so that everyone can view everyone else? I want all customers to be able to view all other customer tickets so they can find similar help or see where they are in the waiting list. Thank you very much.

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remove buttons
by Hugo Lousa 14 Nov '05

14 Nov '05

hi, how can i remove buttons from CustomerNavigationBar.dtl? i saw that i´ts rendered on the lines:  <td valign="top" align="center" class="nav"> <div title="$Text{"$QData{"Description"}"}"><a href="$Env{"Baselink"}$Data{"Link"}" onmouseover="window.status='$Text$ </td>  but i dunno how to remove one of these items.. thanks hugo

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change subject of ticket
by Pim Rupert (Lemonbit) 14 Nov '05

14 Nov '05

Hi folks, Is it possible to change the Subject of a ticket via the webinterface? Some of our clients just don't seem to know the netiquettes :-) -- kind regards, Pim Rupert Lemonbit Internet

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(no subject)
by Manish Sharma 14 Nov '05

14 Nov '05

Hi I am facing problem in creating customer groups. OTRS gives me a Warning: Sorry, feature not activ! Comment: CustomerGroupSupport needs to be activ in Kernel/Config.pm, read more about this feature in the documentation. Take care! Can anyone help me in activating this feature? I am using OTRS in Windows environment. Warm regards, Manish Sharma Programme Manager PTU's Gian Jyoti School of TQM & Entrepreneurship Mobile: +91 98554 06222 Telephone: 0172 223 6187, 0172 5541187

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Mailing List
by Manish Sharma 14 Nov '05

14 Nov '05

Hi List, We are an education institute running distance education programmes. We have implemented OTRS to handle students queries. We also need to send out common mailers to our students can anyone help us in sending out mailer to all our students without having to select each student from the customer list. Warm regards, Manish Sharma Programme Manager

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mail notifier on calendar
by Luis Fernando 12 Nov '05

12 Nov '05

Hello for whom it may concern, I coded an E-Mail reminder for the calendar ( http://doc.otrs.org/2.0/en/html/c1409.html#application-calendar ) events I'm running this script everyday at 8am on cronjob... you may want to run it each 5 minutes, for example, but then you'd need to change the comparison of time (currently it's sending if today=event_date) #!/usr/bin/perl use DBI; ########## START CONFIG ########## #maybe the MySQL information could be read from Kernel/Config.pm, but I don't know how to do it $mysqluser = ''; $mysqlpass = ''; $mysqldb = ''; $mailprog = "/usr/sbin/sendmail"; $from = 'OTRS Events Notifier <otrs@YOURDOMAIN>'; ########### END CONFIG ########### $time=time(); $dia=(localtime($time))[3]; $mes=(localtime($time))[4]+1; $ano=(localtime($time))[5]+1900; $db_handle = DBI->connect("dbi:mysql:database=$mysqldb;host=localhost:port number;user=$mysqluser;password=$mysqlpass") or die "Couldn't connect to database: $DBI::errstr\n"; $sql = "SELECT ce.start_time,up.preferences_value,ce.title,ce.content FROM calendar_event ce, calendar_event_involved cei, user_preferences up WHERE ce.id=cei.event_id AND cei.user_id=up.user_id AND up.preferences_key LIKE 'UserEmail'"; $statement = $db_handle->prepare($sql) or die "Couldn't prepare query '$sql': $DBI::errstr\n"; $statement->execute() or die "Couldn't execute query '$sql': $DBI::errstr\n"; $reminders=0; while (@Row = $statement->fetchrow()) { if ((substr($Row[0], 0, 4) == $ano) && (substr($Row[0], 5, 2) == $mes) && (substr($Row[0], 8, 2) == $dia)) { $reminders++; $subject="[otrs] REMINDER - " . $Row[2]; $body = "Reminder for Row[0]\n\n"; $body .= "Title: $Row[2]\n\n"; $body .= "Lembrete: $Row[3]"; open(MAIL,"|$mailprog -t") || die("Error opening $mailprog"); print MAIL "From: $from\n"; print MAIL "To: $Row[1]\n"; print MAIL "Subject: $subject\n\n"; print MAIL "$body\n"; close(MAIL); } }

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