February 2005 - otrs - OTRS mailing lists

Help with email
by Jack Doyle 11 Feb '05

11 Feb '05

I've asked before, but haven't really gotten any help and I'm desperate at this point. Could someone please help me figure out how to add a Reply-To: header to all outgoing mail from otrs? Basically, I want to take the original From: address and put it in the Reply-To: address and then put a different address (that I pull out of my head) into the From: header. Basically, right now messages from otrs come from: otrs(a)blah.com I want it to come from: helpdesk(a)blah.com with a reply-to header of: otrs(a)blah.com Could someone PLEASE help me? Thanks in advance.

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FAQ Question
by Jack Doyle 11 Feb '05

11 Feb '05

Is there any way to get the faq to wrap at 100%? If I have a long paragraph, it goes on and on forever to the right. Is there a way to fix this? ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems

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PostMasterPOP3.pl
by Tom McKenzie 11 Feb '05

11 Feb '05

Hello When I run PostMasterPOP3.pl nothing happens. I installed via rpm on FC3. Any suggestions on debugging the script? Thanks, Tom

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FW: OTRS installation help requested
by Ennis William McCaffrey 10 Feb '05

10 Feb '05

Otrs help: I've installed OTRS on a Fedora Core 2 machine. All seemed to go well, until I tried to login to OTRS. Would somebody please help???? I get the following error: [ OTRS ] Thu Feb 10 12:13:52 2005 Error: Access denied for user 'otrs'@'engFS' (using password: YES) Comment: Please contact your admin Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.3 OS: linux Time: Thu Feb 10 12:13:52 2005 Message: Access denied for user 'otrs'@'engFS' (using password: YES) Traceback (3313): Module: Kernel::System::DB::new (v1.40) Line: 222 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 124 Module: (eval) (v1.73) Line: 184 Module: ModPerl::RegistryCooker::run (v1.73) Line: 184 Module: ModPerl::RegistryCooker::default_handler (v1.73) Line: 152 Module: ModPerl::Registry::handler (v1.99) Line: 16 QueueView - PhoneView Thanks you, Mr. Ennis McCaffrey Ennis(a)New.RR.COM

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Supervisor page
by Stephen Burley 10 Feb '05

10 Feb '05

Hi I have a small but useful suggestion for OTRS to make in even more useful. The problem we have is the supervisor uses this system but is unabel to get to a screen where he can see at a glance which users have how many tickets assigned to them, and for how long. I know you can do this in the search function but its not the same bosses never want to use the search funtions they just want to log in and see whats going on. So my suggestion is if we coulg have a supervisor page which would show the users in the system and what tickets they are working on, and allow the supervisor to unlock tickets here and reassign tickets. Is this something anyone else would find useful? Stephen Burley Africonnect Ltd.

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Search for tickets to a customer
by martin hochreiter 09 Feb '05

09 Feb '05

Hi there! Is there a direct way to search directly for tickets to a certain customer? Example: I'm searching for a company named something like 'Miller', the only good way to find that company is to search with the CustomerUser module. If I have identified the right Miller in London, then there is no way to click on a button/link and see all the tickets to that customer, I have to copy login or customer id and go back to the search module... is that the only way or am I wrong? lg martin

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RE: [otrs] Ticket selected for bulk action!
by Jack Doyle 09 Feb '05

09 Feb '05

Look in the Defaults.pm. There is an option in there somewhere. Can't remember what it's call right at the moment, but it's there. You can disable that popup. Just add the option to your Config.pm file when you find it. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems -----Original Message----- From: Erling D. Andersen [mailto:e.d.andersen@mosek.com] Sent: Wednesday, February 09, 2005 3:19 AM To: User questions and discussions about OTRS. Subject: [otrs] Ticket selected for bulk action! Hi Every time we select a ticket for bulk action a small window pop up and says Ticket selected for bulk action Ok we find that rather annoying. Can we avoid that additional Window? 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/ ************************************************************************* _______________________________________________ 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] Chaning To field in 'New Ticket' window
by Peter van Beugen 09 Feb '05

09 Feb '05

You will see the names of the queues of the queues in the groups you are a member of. So a queue is member of a group and an user is member of a group. An user (agent) will only see "his" queues in the TO field. So make new queues (A,B), make these queues member of a new group (X), make your users member of this new group (X) and these queues (A,B) will show up. Peter ________________________________ Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Andrew Whalen Verzonden: maandag 7 februari 2005 11:11 Aan: otrs(a)otrs.org Onderwerp: [otrs] Chaning To field in 'New Ticket' window 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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"from" in answer
by bahmed_11 09 Feb '05

09 Feb '05

hi, i want to now if it's possible to get automaticly the email of the agent who is loged in and working on a ticket into the "from" field in the answer for the ticket. I know that the this field 'from" takes his value from the email entred in the queue settings. thanks in advance. ------------------------------------------ Faites un voeu et puis Voila ! www.voila.fr

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Internal-email response sent to customer
by Jorick Astrego 09 Feb '05

09 Feb '05

We use OTRS for a while now and sometimes forward customer questions to other people in the organization. We use the type internal-email for this purpose so the internal communication doesn't show up when the customer logs in. The problem is now that when our people respond to these forwarded messages the auto responder sends a "thank you for your follow-up" message to the customer with the content of the internal e-mail. We would like to keep internal communications private, is there a way to configure otrs so no follow-up notices are sent for messages? Regards, Jorick Astrego IBM Certified System Administrator - Lotus Notes and Domino Quality On-Line® Hengelosestraat 501 P.O. Box 1414 NL-7500 BK Enschede the Netherlands Phone +31 53 4809090 Fax +31 53 4342040 Internet http://www.qualityonline.com

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