November 2005 - otrs - OTRS mailing lists

Follow up notification and the "My Queues" feature
by UIUC Library OTRS Admin 02 Nov '05

02 Nov '05

I am having trouble with the "My Queues" feature. If I select one of the queues as a "My Queue", and I have the "Follow up notification" set to "Yes", then I receive email notifying me of a follow up response for ALL tickets to that queue, even ones where I am NOT (and never was) the owner. Is this the intended behavior? (I am using the 2.0 version of OTRS.)

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[Need Help] Customize Subject notification
by APPANAH Ravi 02 Nov '05

02 Nov '05

Hi If I open a new ticket, an email is sent with subjet "Re: xxxx". I try without any result to change the value of "Ticket::HookDivider" in Kernel/Config.pm. I still have the ":" in all emails subject. I would like to change the ":" with a "". Thanks in advance for your help. Regards, Ravi APPANAH -- Ravi APPANAH Chef de Service Exploitation - Ingénieur Sécurité --------------------------------------------------------------------------------------- La Documentation Française Sous Direction Administration Département des Systèmes Informatiques (DSI/Service Exploitation) 124 Rue Henri Barbusse 93308 Aubervilliers Tel : +33 1 40 15 68 47 / +33 6 64 40 24 79 http://www.ladocumentationfrancaise.fr GPG/PGP Id: 0xF8322F8C -- Kfp: F079 EDDD 4A02 0D3F E4BD 3051 35CC A14F F832 2F8C ---------------------------------------------------------------------------------------

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New OTRS User - Where to start
by keith.d.turner＠gmail.com 02 Nov '05

02 Nov '05

Hi, I'm setting up an OTRS system for evaluation and, assuming my employers like it, probable roll out in a month or so. I have it installed and it seems to be working, though there are still some SMTP issues to be worked out. I'm trying to evaluate how best to set it up, what cues I should add, how to handle users, etc. I realize that these depend on the scope of the company and the kind of products, but it's better to have a good system in place at start rather than try to fix it later. We have a single product, but also are a reseller and will be handling returns and maintenance as well. I'd like to hear suggestions from any users on how they approached gathering requirements and deployment. We are looking at a small number of tickets to start with, dozens a day at most, but potentially a lot more over time. Also, I tried to download the English Manual so I could print it(http://doc.otrs.org/2.0/en/pdf/otrs_admin_book.pdf), but that file is corrupt. Regards, Keith Turner Cloud Systems Suite 405, 665 Third Street San Francisco, CA 94107 kturner(a)cloudsystems.com http://www.cloudsystems.com

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External database backends
by Thanos A. 02 Nov '05

02 Nov '05

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Re: [otrs] Lite theme missing files/images?
by Wes Plate 02 Nov '05

02 Nov '05

When I asked this question over the summer the answer basically came back "It is lite, so no graphics" http://lists.otrs.org/pipermail/otrs/2005-June/008130.html But then why the image links?! :-) -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

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Lite theme missing files/images?
by Jason Turner 02 Nov '05

02 Nov '05

Begging your pardon if I've overlooked some answer to this in the list or in the documentation... On my otrs-2.0.2-01 system, I decided to experiment with the Lite theme. Once selected as a frontend theme and enabled, all configurable options seem to disappear from the rendered page. Unfortunately, there don't seem to be pages(*.dtl) for the Preferences pane and a few other screens so I can't change the theme BACK to Standard. Have I read the problem correctly? Ie., .../otrs/Kernel/Output/HTML/Lite and .../otrs/var/httpd/htdocs/images seem to be missing a few things in the distribution. I checked 2.0.3-01 also and I think the same is true. But the demo at otrs.com seems to function correctly after selecting the Lite theme so I acknowledge that I'm still a bit fuzzy when it comes to OTRS templating and themes. Before I do something like trying to copy some of the dtls from Standard to Lite, I want to be sure I'm understanding the problem properly. Any guidance here is appreciated. Thanks. -- jt TEN Technology

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Email headers saved to dB?
by Soul Reaper 01 Nov '05

01 Nov '05

Hello Are ALL of the email headers of emails saved to the OTRS database stored anywhere in that database? If yes, where? I have only been able to locate the basic email headers.(To, From, CC, etc) If not, is their any easy way to save an email header value when the ticket is being added to the database, so it can be displayed later on with the article details? Thank you and regards _________________________________________________________________ Dating has never been easier - get FREE Match.com membership! http://match.msn.ie/match/mt.cfm?pg=channel&tcid=237596

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