February 2005 - otrs - OTRS mailing lists

FW: [otrs] Syslog Error on PostMasterPOP3
by Nigel Clarke 07 Feb '05

07 Feb '05

PostMasterPOP3.pl: Modification of a read-only value attempted at /usr/lib/perl5/5.8.5/i386-linux/Sys/Syslog.pm line 312. Still getting this error on some danish emails. It looks like the offending e-mail gets downloaded but not deleted from pop3 account. The download then fails. So I end up with lots of the offending e-mail and a backlog of emails on my pop account. Syslogger is syslog-ng. Database is MySQL. Does anybody have any suggestions? Regards, Nigel -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nigel Clarke Sent: Friday, 28 January 2005 10:14 AM To: otrs(a)otrs.org Subject: [otrs] Syslog Error on PostMasterPOP3 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. _______________________________________________ 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] Opening a ticket with the Agent interface?
by Peter van Beugen 07 Feb '05

07 Feb '05

Yes, (of course) you can! You don't need the "Customer" option at all (I don't use it....) My "customer" just send an e-mail to OTRS (= e-mail address which OTRS POPs) OTRS creates a ticket (and sends an auto-reply if you want) My agents handle the tickets (and can also create a new ticket with the "New Ticket" option) So you only have to create User accounts for the agents that are responding to tickets (and is very easy to use for internal ticketing). Peter -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Nick Bright Verzonden: donderdag 3 februari 2005 16:43 Aan: otrs(a)otrs.org Onderwerp: [otrs] Opening a ticket with the Agent interface? Is it possible to open a ticket with the Agent interface (in otherwords, not use the "Customer" user interface at all)? The way we are trying to use this is for internal ticketing, with eventual escalation to other agents. There's an option when creating new users for the screen to go to after creating a new ticket, the options are "New Ticket" or "Ticket Zoom"; so it seems like it's possible for new tickets to be created by the agents - I just sure don't see where. -- - Nick Bright Terraworld, Inc http://home.terraworld.net | 888-332-1616 _______________________________________________ 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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Chaning To field in 'New Ticket' window
by Andrew Whalen 07 Feb '05

07 Feb '05

Hello, I would like to change the 'To:' field in the New Ticket window. By default I see Junk, Misc, Postmaster, and Raw. I would like to delete these and make my own options. As I understand it these are the default queues in OTRS. Is there a way to change these? (I tried creating customer queues, but they didn't show up!) Thanks! Andrew Andrew Whalen CTO NetDialog bv Virtualizing Technology. http://www.netdialog.biz <http://www.netdialog.biz/>

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(2nd Posting) Automatic "From" in new Ticket
by Mark Seamans 06 Feb '05

06 Feb '05

Hi all! I have OTRS configured to accept login from my Windows AD (LDAP) which is working great. However when creating a ticket (phone-ticket) the "From" Field must be populated (of course since OTRS is based heavily on email transactions). I am wanting so when user "Irene Swallow iswallow(a)xyz.com" logs in and creates a ticket, she does not have to search for herself to populate the "From" Field. (She gets confused...searching for herself can blow an hour real quick). Ideally, I would like otrs to grab the user email automatically. Thanks for the input. Mark

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RT to OTRS migration
by Nuno Vieira 05 Feb '05

05 Feb '05

Hello, We are migrating our TT system from RT to OTRS. Is there anybody outhere that already done that and has any nice script to migrate open tickets from RT to OTRS, and is willing to share it ? Regards, -- Nuno Vieira NFSi - Soluções Internet, Lda. Chief Technical Officer Office Phone : +351 244 145615 Mobile Phone : +351 91 6184656 General Phone : +351 244 145600 (ext. 15) Fax : +351 244 145601

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Answering non-English emails
by Akbar S. Ahmed 04 Feb '05

04 Feb '05

Hi, I had asked this question previously but did not receive a response. Is it possible to use OTRS to answer non-English emails? For example, how do you configure OTRS to enable an agent to response to emails written in Spanish? Thank, Akbar

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RE: [otrs] OTRS 1.3.2 on SuSE 9.2
by Pete McDonnell 04 Feb '05

04 Feb '05

What version of mod_perl are you using, Martin? - Pete McDonnell Manager, Technical Services Hip Interactive > -----Original Message----- > From: martin hochreiter [mailto:linuxbox@wavenet.at] > Sent: Thursday, February 03, 2005 9:20 AM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] OTRS 1.3.2 on SuSE 9.2 > > Yes, I'm using mod_perl. There is a bug when installing via > Yast - the module is not written into the > /etc/sysconfig/apache2 and so apache2 is actually not really > configured with mod_perl. > That was the only 'problem' I got during OTRS / Apache2 setup > > lg > > >Mod_perl included with 9.2 appears not to have > Apache::Registry installed. > >If I start the cpan shell and attempt to install that module > from cpan > >it asks for the apache source tree. If I point it to the > >/usr/src..../apache path after installing the apache2 source rpm it > >states that mod_perl 1.99 is only for apache v1.x. > > > >Are you using mod_perl or just cgi-bin mode of running otrs? > > > >- Pete McDonnell > > Manager, Technical Services > > Hip Interactive > > > > > > > > > >>-----Original Message----- > >>From: martin hochreiter [mailto:linuxbox@wavenet.at] > >>Sent: Thursday, February 03, 2005 2:33 AM > >>To: User questions and discussions about OTRS. > >>Subject: Re: [otrs] OTRS 1.3.2 on SuSE 9.2 > >> > >>Hi Peter! > >> > >>I don't know what exactly your configuration looks like, but I'm > >>running the testing enviroment and the production > enviroment of OTRS > >>1.3.2 on standard SuSE 9.2. > >> > >>What problems occure while running on SuSE 9.2? > >> > >>lg > >>Martin > >>_______________________________________________ > >>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/ > > > > > > > > > > _______________________________________________ > 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] Time Accounting
by Pete McDonnell 04 Feb '05

04 Feb '05

It seems as though if I comment out the following line (3209) in /opt/otrs/Kernel/System/Ticket.pm that the full value of the ticket gets stored. I'll have to do some testing to see what happens if I enter a value with too many decimal places etc. The line commented out is: # $TimeUnit = int{$TimeUnit}; Might this break something else that I might not be aware of? - Pete McDonnell Manager, Technical Services Hip Interactive > -----Original Message----- > From: Gerold Gruber [mailto:Gerold.Gruber@edv2g.de] > Sent: Friday, February 04, 2005 11:11 AM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] Time Accounting > > In the installation I'm involved in we also use minutes > (integer) as time units. > At the end of the month a aggregate my units per ticket into > a list and add this as appendix to my invoice, 'cause I get > paid for handling tickets in this case. > > So I'm also 'raw' on the database: > select tn, customer_id, sum (time_unit) from time_accounting > ta , ticket t where ta.ticket_id = t.id and ta.create_by = 5 > and (ta.create_time >= > '2005-01-01 00:00:00') and (ta.create_time < '2005-02-01 > 00:00:00') group by tn, customer_id order by tn; > > 5 is just my user id > > Hth > > Gerold > > _______________________________________________ > 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] Time Accounting
by Pete McDonnell 04 Feb '05

04 Feb '05

Is anyone using time accounting in the real world? Someone must... Are you using minutes or hours as the time unit? Any reports or queries that anyone can share for reporting using this data? - Pete McDonnell Manager, Technical Services Hip Interactive _____ From: Pete McDonnell Sent: Thursday, February 03, 2005 10:51 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] Time Accounting Correction, both systems are not displaying the same behaviour. No fraction of a whole time unit is being stored. The decimal places are just zeroes. - Pete McDonnell Manager, Technical Services Hip Interactive _____ From: Pete McDonnell Sent: Thursday, February 03, 2005 10:44 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] Time Accounting So I changed the time_accounting.time_unit field to decimal(4,2) and added the following to Kernel/Config.pm: $Self->{FrontendNeedAccountedTime} = 1; $Self->{TimeUnits} = ' (hours)'; The time is only getting recorded as an integer still though. IE if I enter 0.25 for the time unit field on a reply 0.00 gets stored in the DB. If I enter 1.25 1.00 gets stored in the DB. What else do I need to change? On my live 1.3.1 I only changed the time_accounting.time_unit field to decimal(4,2) and it stores the time properly. I did not modify the Config.pm with the above two lines on the production server. - Pete McDonnell Manager, Technical Services Hip Interactive _____ From: Pete McDonnell Sent: Tuesday, February 01, 2005 4:13 PM To: User questions and discussions about OTRS. Subject: [otrs] Time Accounting I dug up the following from an old 2003 post on this list. Just wondering if it'll still work the same on version 1.3.1 and newer versions? Still haven't upgraded the production server to 1.3.2. __SNIP__ You can set a config option to force time accounting ("$Self->{FrontendNeedAccountedTime} = 1;") and a option to defined the time format name (" $Self->{TimeUnits} = ' (work units)';") -=> e. g. "$Self->{TimeUnits} = ' (hours)';". __SNIP__ - Pete McDonnell Manager, Technical Services Hip Interactive Phone: (519) 272-0234 x228 "What the large print giveth, the small print taketh away." - Anonymous

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RE: [otrs] Time Accounting
by Pete McDonnell 04 Feb '05

04 Feb '05

Thanks Harald! As mentioned before, I'd prefer to store the units as hours, and have changed the time_unit field in the time_accounting table to fload(4,2) as per the note in the TODO file. But alas the fractional time unit entered in the interface winds up getting stored as an integer. I think there must be a variable in the code somewhere declared as an integer which is killing the decimal places before they reach the database. I'm having trouble locating it as I'm not a programmer and completely foreign to perl. - Pete McDonnell Manager, Technical Services Hip Interactive > -----Original Message----- > From: Harald Paterek [mailto:harald.paterek@moniforce.com] > Sent: Friday, February 04, 2005 11:00 AM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] Time Accounting > > I am using this. We are using minutes. But you can use > whatever you like. Our time registration package uses 15 > minutes as the smallest resolution, so you could use that as > your work unit. I am using the time accounting to fill in the > time registration at the end of the week. I use this query on > the database for that. > > select > s.login,date_format(t.create_time,'%v-%x'),date_format(t.creat > e_time,'%a > %d %b %y'), ti.customer_user_id, a.a_subject, t.time_unit, > ti.tn, a.a_body from system_user s, time_accounting t, > article a, ticket ti where t.create_by=s.id and > t.article_id=a.id and t.ticket_id=ti.id and > date_format(t.create_time,'%v-%x')='02-2005' > ORDER BY s.login, t.create_time > > I have not figured out how to build this query into the stats > interface so that I can select the week I want to see the time for. > > Kind regards, > > Harald Paterek > > Pete McDonnell wrote: > > > Is anyone using time accounting in the real world? Someone > must... Are > > you using minutes or hours as the time unit? > > Any reports or queries that anyone can share for reporting > using this > > data? > > - Pete McDonnell > > Manager, Technical Services > > Hip Interactive > > > > > -------------------------------------------------------------- > ---------- > > *From:* Pete McDonnell > > *Sent:* Thursday, February 03, 2005 10:51 AM > > *To:* User questions and discussions about OTRS. > > *Subject:* RE: [otrs] Time Accounting > > > > Correction, both systems are not displaying the same > behaviour. No > > fraction of a whole time unit is being stored. The > decimal places > > are just zeroes. > > - Pete McDonnell > > Manager, Technical Services > > Hip Interactive > > > > > -------------------------------------------------------------- > ---------- > > *From:* Pete McDonnell > > *Sent:* Thursday, February 03, 2005 10:44 AM > > *To:* User questions and discussions about OTRS. > > *Subject:* RE: [otrs] Time Accounting > > > > So I changed the time_accounting.time_unit field to > > decimal(4,2) and added the following to Kernel/Config.pm: > > $Self->{FrontendNeedAccountedTime} = 1; > > $Self->{TimeUnits} = ' (hours)'; > > The time is only getting recorded as an integer > still though. > > IE if I enter 0.25 for the time unit field on a reply 0.00 > > gets stored in the DB. If I enter 1.25 1.00 gets > stored in the DB. > > What else do I need to change? On my live 1.3.1 I > only changed > > the time_accounting.time_unit field to decimal(4,2) and it > > stores the time properly. I did not modify the > Config.pm with > > the above two lines on the production server. > > - Pete McDonnell > > Manager, Technical Services > > Hip Interactive > > > > > -------------------------------------------------------------- > ---------- > > *From:* Pete McDonnell > > *Sent:* Tuesday, February 01, 2005 4:13 PM > > *To:* User questions and discussions about OTRS. > > *Subject:* [otrs] Time Accounting > > > > I dug up the following from an old 2003 post on > this list. > > Just wondering if it'll still work the same on version > > 1.3.1 and newer versions? Still haven't upgraded the > > production server to 1.3.2. > > __SNIP__ > > /You can set a config option to force time accounting > > ("$Self->{FrontendNeedAccountedTime} = 1;") and a option > > to defined the time > > format name (" $Self->{TimeUnits} = ' (work > units)';") -=> > > e. g. > > "$Self->{TimeUnits} = ' (hours)';"./ > > __SNIP__ > > > > - Pete McDonnell > > Manager, Technical Services > > Hip Interactive > > Phone: (519) 272-0234 x228 > > /"What the large print giveth, the small print taketh > > away." - Anonymous/ > > > >------------------------------------------------------------- > ---------- > >- > > > >_______________________________________________ > >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/ >

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