February 2005 - otrs - OTRS mailing lists

What to do if I don't want to use some functions?
by gemini＠net9.org 18 Feb '05

18 Feb '05

hello, Is there a way to avoid login as a customer, that is, only use index.pl and the referenced pages, and not use custoomer.pl and its referenced pages and functions? Best wishes Silver

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Problems with PostMasterPOP3.pl
by Giuseppe Iuculano 18 Feb '05

18 Feb '05

Hello, when i run PostMasterPOP3.pl i get the follow error: Message 1/32 (xxxxxx@xxxxxxx.org@localhost) Quantifier follows nothing in regex; marked by <-- HERE in m/* <-- HERE WC Mail*/ at /usr/local/www/otrs/Kernel/System/PostMaster/Filter/MatchDBSource.pm line 67. I don't understand what is the problem :( Regards

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Customer right access to faq
by Rafael Estevan de Quesada 18 Feb '05

18 Feb '05

Hi, Is it possible to configure OTRS in such way that a customer can have access to some specific FAQ categories but not to all of them? Thanks, Rafa

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BMP attachments stripped
by Nav Dhunay 17 Feb '05

17 Feb '05

I am using OTRS in a Windows environment. When a user submits a ticket with a .bmp attachment, the attachment is stripped. However .jpg, .doc, or other file types are not stripped. Is there a setting that controls this? Nav

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Answer closed tickets
by Jack Doyle 17 Feb '05

17 Feb '05

I never did figure out how to use the Generic Agent to automatically mark closed tickets as answered, so I figured I'd just write a sql query and run it on a schedule. Here is the query I came up with if anyone is interested.. UPDATE ticket T INNER JOIN ticket_state TS ON T.ticket_state_id = TS.id SET T.ticket_answered = 1 WHERE T.ticket_answered = 0 AND TS.type_id = 3; ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems

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Problem displaying TicketFreeText
by flardy＠slit.fr 17 Feb '05

17 Feb '05

Hi, I'm using OTRS 1.3 and I've got a problem with ticket free fields. Eveything is OK with the 4th first fields (from TicketFreeText1 to TicketFreeText4) but I can't display the other ones. Thanks for your help. François LARDY

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Daily reminders
by Chris Osborn 17 Feb '05

17 Feb '05

Is there a way I can set up OTRS so I will get sent a daily reminder for every ticket that is still open, no matter who the owner is? My users open tickets during the day, and most of them cannot be handled until after they have gone home for the evening, which is of course when I am no longer thinking about work either and have forgotten about the tickets. I need to get a constant reminder each evening until the ticket is closed.

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? about error msg in the log
by Erling D. Andersen 17 Feb '05

17 Feb '05

Hi, In the log I get Thu Feb 17 14:54:03 2005 error OTRS-PM3-10 Auth for user sales@mosek.com@mail.mosek.com failed! Thu Feb 17 14:38:03 2005 notice OTRS-PM3-10 Fetched 1 email(s) from sales@mosek.com@mail.mosek.com. How come it says error about Auth when it can fetch emails? Is not it a bit strange. Erling ************************************************************************* MOSEK ApS C/O Symbion Science Park Fruebjergvej 3, Boks 16 DK-2100 Copenhagen O Denmark Phone (work): +45 3917 9907 Mobile-phone: +45 2362 9520 Fax: +45 3917 9823 Email: e.d.andersen(a)mosek.com Homepage: http://erling.andersen.name http://www.mosek.com/homepages/e.d.andersen/ *************************************************************************

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how to add Free Text from X-OTRS headers?
by Anne-Mie Vandermeeren 17 Feb '05

17 Feb '05

Hi, I know it's possible to add some extra X-OTRS headers to change priority, state..., but can I also fill in Free fields by using X-OTRS- headers? I want to add the used mailclient in a free field by using procmail. Anne-Mie

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utf-8 and 8bit problem
by Czakó Krisztián 17 Feb '05

17 Feb '05

Hello, I've configured our otrs system to use UTF-8 charset. When otrs sends e-mail (agent or auto-reply), it uses 8bit as Content-Transfer-Encoding, like this: Content-Type: text/plain; charset="utf-8" Content-Transfer-Encoding: 8bit I think this is correct, and my Evolution2 displays the message ok, however Mozilla (1.7), Lotus Notes and Outlook displays the raw unicode two bytes instead of the correct message. As I can't fix at least two out of them (in fact, 3 out of 3), is it possible to use quoted-printable as transfer-encoding instead of 8bit in otrs? Regards, Slapic

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