February 2005 - otrs - OTRS mailing lists

Linking a ticket to an asset register
by Nigel Gibbs 25 Feb '05

25 Feb '05

Hi all, I have to get OTRS to work with a web-based asset register. Particularly, we need to the ability to assign each OTRS ticket to an asset. My approach has been to stuff the TicketFreeKey1 and TicketFreeText1 with AssetIDs from our asset database from within Config.pm... .... $Self->{"TicketFreeKey1"} = { 'AsssetID' => 'AssetID', }; .... # connect to asset DB using DBI while( $resptr = $rs->fetchrow_hashref() ) { $Self->{"TicketFreeText1"}{ $row->{"AssetID"} } = $row->{"Desc"} ; } .... The trouble is that with 2000 rows in the table, there is a huge overhead on every page hit for what is only needed on a few entry screens. Can anyone please suggest a better place to put this code so that it only has to run once for each users session, and where the variables $Self->{"TicketFreeKey1"} and $Self->{"TicketFreeText1"} can still be 'seen' in the necessary pages? Many thanks! Nigel

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RE: [otrs] email addresses and queues
by Jack Doyle 24 Feb '05

24 Feb '05

That's different. You're not talking about informing them of the problem, you're talking about creating two separate tickets for the same problem. That doesn't make much sense. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems -----Original Message----- From: Anne-Mie Vandermeeren [mailto:AnneMie.Vandermeeren@UGent.be] Sent: Thursday, February 24, 2005 10:36 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] email addresses and queues On Thu, 24 Feb 2005, Edgar Meij wrote: > Hi Anne-Mie, > > Why have two queues if the same people are supposed to be reading > them? You can make agents working in B also a member of queue A, so > they get notified (and respond to) new messages there. These are not the same people, but both groups should be informed about the same problem. Anne-Mie > > hth, > Edgar > > > On Thu, 24 Feb 2005 14:58:54 +0100 (MET), Anne-Mie Vandermeeren > <AnneMie.Vandermeeren(a)ugent.be> wrote: > > > > Hi, > > > > I have the following setup. All mail to address A@ is going to queue > > A. All mail for address B@ is going to queue B. > > > > If someone sends a mail To: A@, B@ (or even To: A@, Cc: B@) the mail > > is delivered only to one queue (e.g. queue A). I guess this is > > normal, since only one ticket should be created. > > > > But, the people reading queue B don't even know about the ticket > > being created. > > > > Has someone sorted this out already? Any hints? > > > > Anne-Mie > > _______________________________________________ > > 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/ > > > > > -- > 'An approximate answer to the right question is worth a great deal > more than a precise answer to the wrong question' > _______________________________________________ > 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? > Anne-Mie _______________________________________________ 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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email addresses and queues
by Anne-Mie Vandermeeren 24 Feb '05

24 Feb '05

Hi, I have the following setup. All mail to address A@ is going to queue A. All mail for address B@ is going to queue B. If someone sends a mail To: A@, B@ (or even To: A@, Cc: B@) the mail is delivered only to one queue (e.g. queue A). I guess this is normal, since only one ticket should be created. But, the people reading queue B don't even know about the ticket being created. Has someone sorted this out already? Any hints? Anne-Mie

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Re: otrs Digest, Vol 19, Issue 38
by Ronny 24 Feb '05

24 Feb '05

otrs-request(a)otrs.org wrote: >Send otrs mailing list submissions to > otrs(a)otrs.org > >To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs >or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > >You can reach the person managing the list at > otrs-owner(a)otrs.org > >When replying, please edit your Subject line so it is more specific >than "Re: Contents of otrs digest..." > > >Today's Topics: > > 1. agent interface (Frank Cases) > 2. disabling notification (Andreas Rittershofer) > > >---------------------------------------------------------------------- > >Message: 1 >Date: Thu, 24 Feb 2005 00:49:31 -0000 (UTC) >From: "Frank Cases" <fcases(a)teliax.com> >Subject: [otrs] agent interface >To: otrs(a)otrs.org >Message-ID: <1316.65.92.227.79.1109206171.squirrel(a)65.92.227.79> >Content-Type: text/plain;charset=iso-8859-1 > >Sorry forgot to include logs > > >this is what log file show > > > > >No commands in AgentInterface email found, send reject to agent >(MessageID:<6b5f61a205022316443940784a(a)mail.gmail.com>)! > > > > >------------------------------ > >Message: 2 >Date: Thu, 24 Feb 2005 11:19:39 +0100 >From: Andreas Rittershofer <andreas(a)rittershofer.de> >Subject: [otrs] disabling notification >To: otrs(a)otrs.org >Message-ID: <1109240379.3244.0.camel@coredump> >Content-Type: text/plain > >I want to disable the notification of an agent when he is made owner of >a ticket. I have no idea where to do that. > >mfg ar > > I think you can do that under agent's preferences if am not mistaken Ronny -- *************************************************************************** / ''We can't become what we need to be by remaining what we are''\ \ ,, ,,/ ***************************************************************************

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disabling notification
by Andreas Rittershofer 24 Feb '05

24 Feb '05

I want to disable the notification of an agent when he is made owner of a ticket. I have no idea where to do that. mfg ar -- Lernen mit Topic Maps: http://www.LmTM.de/ OntoLearn-Server: http://www.OntoLearn.de/ Online-Kurs "Computernetzwerke": http://www.OntoLearn.de/moodle

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agent interface
by Frank Cases 24 Feb '05

24 Feb '05

Sorry forgot to include logs this is what log file show No commands in AgentInterface email found, send reject to agent (MessageID:<6b5f61a205022316443940784a(a)mail.gmail.com>)!

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ticket and agentemail
by Frank Cases 24 Feb '05

24 Feb '05

ok is this a conf problem or what ? i have exim send support@domain to tickets@domain now i get ticket in otrs.. i reply.. user replies.. and get a bounced with Sorry, AgentEmail rejected because no <OTRS_CMD> found! any reason for this ? PLEASE HELP.. pretty please this is a live system with users and now seem to be broken 5$ to whoever helps me resolv this Frank

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RE: [otrs] Generic Agent not running
by Jack Doyle 23 Feb '05

23 Feb '05

Yes, it is. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems -----Original Message----- From: Brian McFarlane [mailto:brian.m@asu.edu] Sent: Wednesday, February 23, 2005 4:17 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] Generic Agent not running Double check that this process: $HOME/bin/GenericAgent.pl -c db >> /dev/null Is the one that runs every 10 minutes. The -c db tells it to run the Agents stored in the database. -brian -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jack Doyle Sent: Wednesday, February 23, 2005 10:51 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] Generic Agent not running They are there and both work. The system set them up itself. The GenericAgent runs at 00, 20, and 40 and the Generic Agent for the DB stuff every 10 minutes. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems -----Original Message----- From: Brian McFarlane [mailto:brian.m@asu.edu] Sent: Wednesday, February 23, 2005 11:54 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] Generic Agent not running Check your cron job for the generic agent. -Brian -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jack Doyle Sent: Wednesday, February 23, 2005 8:46 AM To: User questions and discussions about OTRS. Subject: [otrs] Generic Agent not running I have three generic agent jobs set up. Two are set to run every ten minutes (basically, as often as the web interface will allow). However, it doesn't run every ten minutes. Seems to run every twenty or so. Any thoughts? Running from the "run now" link is fine. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems _______________________________________________ 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/ _______________________________________________ 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] Generic Agent not running
by Brian McFarlane 23 Feb '05

23 Feb '05

Double check that this process: $HOME/bin/GenericAgent.pl -c db >> /dev/null Is the one that runs every 10 minutes. The -c db tells it to run the Agents stored in the database. -brian -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jack Doyle Sent: Wednesday, February 23, 2005 10:51 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] Generic Agent not running They are there and both work. The system set them up itself. The GenericAgent runs at 00, 20, and 40 and the Generic Agent for the DB stuff every 10 minutes. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems -----Original Message----- From: Brian McFarlane [mailto:brian.m@asu.edu] Sent: Wednesday, February 23, 2005 11:54 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] Generic Agent not running Check your cron job for the generic agent. -Brian -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jack Doyle Sent: Wednesday, February 23, 2005 8:46 AM To: User questions and discussions about OTRS. Subject: [otrs] Generic Agent not running I have three generic agent jobs set up. Two are set to run every ten minutes (basically, as often as the web interface will allow). However, it doesn't run every ten minutes. Seems to run every twenty or so. Any thoughts? Running from the "run now" link is fine. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems _______________________________________________ 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] X-OTRS
by Jack Doyle 23 Feb '05

23 Feb '05

No. Unfortunately the sendmail function for asp.net doesn't do cc or bcc. I just ended up having it send two messages... one to the helpdesk and then one to the support techs. Just thought I'd see if the postmaster filter could do it. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems -----Original Message----- From: Chris Osborn [mailto:fozztexx@fozztexx.com] Sent: Wednesday, February 23, 2005 12:54 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] X-OTRS On Feb 23, 2005, at 9:52 AM, Jack Doyle wrote: > I have a webpage on my Intranet that pages support personnel on the > weekend. Basically, it sends an email to the support person's > cellphone and one to otrs to create a ticket. However, since it is > to: otrsaddress,phoneaddress both addresses show up under To: in otrs > for both the agent and the customer. > > Is there a way for me to have otrs remove any secondary email > addresses that the message was also sent to? Do I make sense? Can you make your webpage Bcc the phone number? _______________________________________________ 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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