March 2005 - otrs - OTRS mailing lists

Put ticket Print link in QueueView?
by Wes Plate 19 Oct '06

19 Oct '06

I would like to put a print link in Queueview, so that I don't have to first zoom in to a ticket in order to print it. How can this be done? -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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How can I add some new internal Note Types
by Matthias Wegner 22 Jul '05

22 Jul '05

Hi OTRS Mailers, I would like to add some new Internal Note Type "Wartung". I added the new type to the "Article_type" table. But, as i understand it, i have to modify the "Default.pm" script. This is what i did: $Self->{DefaultNoteTypes} = { 'note-internal' => 1, 'note-external' => 2, 'note-report' => 3, 'Wartung' => 4, }; But even after this modification the drop Down Box of the "note" Form only lists "note-internal". What else is necessary ? Thank you. Matthias Wegner

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RE: [otrs] sort order of the QueueView
by Jack Doyle 14 Apr '05

14 Apr '05

I see. You want to sort based on the timestamp of the latest article on a given ticket. Makes sense... wish I could help you... but that's beyond me. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems Public key: http://keys.thajack.com/jd_lgc_public.asc -----Original Message----- From: amg-1 [mailto:amg-1@reqwireless.com] Sent: Tuesday, March 29, 2005 10:54 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] sort order of the QueueView I don't think I was making myself clear. It's not the reverse sort order that I want. In fact, I don't want the messages in my queue to be sorted by ticket age at all. I want the messages to be sorted by timestamp on the messages themselves, not by the time/date the original ticket for each message was created. Essentially, I want the messages sorted just like they would be in a regular email client that knows nothing about mail threads. As I said, if you always deal with the messages at the top of the queue using the current sort order, you risk only dealing with open tickets and never addressing new tickets which always appear at the end. Imagine a scenario where a customer with a longstanding open ticket sends a reply, which appears at the top of the queue because the ticket is older than any other one. You reply to the message, and a couple minutes later, the customer sends another reply, which again shows up at the top of the queue because it belongs to such a longstanding ticket. Multiply this scenario, and it soon becomes difficult to tell whether you're simply replying to the same people all day, or whether everyone gets an even share of your time. That's why I want the messages sorted by the time they arrived into the queue, not by the time the tickets they belong to were created. Does this make more sense? I'm a programmer, I know PERL, perhaps this is something I can do given some guidance? Of course, I'd much prefer hearing that there's an easy way to change the sort order to be like a standard email client. thanks.

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problem with filtering mail
by Roman Rabochiy 05 Apr '05

05 Apr '05

i'd try to filetring my mail receiving from test(a)test.ru by Subject => 'adsl', but mail dont forwarded to Queue adsl and still forwarded to deault Queue i try restart apache and i using /opt/otrs/bin/PostMasterPOP3.pl to fetch my mail > > What;s wrong, please help... > > .................................................................................................................. > > frame from Kernel/System/PostMaster/Filter/Match.pm > .................................................................................................................... > > #test roman adsl > $Self->{'PostMaster::PreFilterModule'}->{'adsl'} = { > Module => 'Kernel::System::PostMaster::Filter::Match', > Match => { > To => 'test(a)test.ru', > Subject => 'adsl', > }, > Set => { > 'X-OTRS-Queue' => 'adsl', > }, > }; > > ........................................................................................................................ > > -- Regards, Rabochiy Roman Business Sviaz Holding rrabochiy(a)bsh.ru +7(095)3630670 uin#313018899

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allow "unprivileged" agents to create responses?
by James Sleeman 04 Apr '05

04 Apr '05

Hi all, to cut a long story short, I want to allow agents who service queues to be able to create (and edit) 'canned' responses in thier queues. It seems however that the only way of making these canned responses is through the Admin area, but I don't want to give the agents access to the admin area. Solutions? -- James Sleeman, Gogo Internet Services Website : http://www.gogo.co.nz/ Gogo Internet Services also provides web hosting services to New Zealanders. Earn some extra cash by joining our affiliate program! http://host.gogo.co.nz/affiliates/user/index.php

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flashing queues
by Jason Joines 31 Mar '05

31 Mar '05

When I'm using "Queue View", there's usually one of the queues being displayed on the "Queues" line flashing. At one point I could pick which queue would flash by moving a particular ticket into it. However, once that ticket was closed a different queue started flashing. What causes the flashing? Jason Joines =================================

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problem adding new users
by Maciak, TJ 31 Mar '05

31 Mar '05

I am brand new to OTRS and testing it out on a Fedora Core 3 box along with * otrs-1.3.2-01 * apache 2.0.52 * MySQL 4.1.10.a-0 * fetchmail-6.2.5-7 I was able to run the installer a-ok. Logged in as root with no problems. When I try to add myself as a user, it gives me the following error message: === START Error: Email address (tmaciak(a)ci.grand-rapids.mi.us) not valid (invalid tmaciak(a)ci.grand-rapids.mi.us (mx)! )! Comment: Bug Report: Traceback: ERROR: OTRS-CGI-15 Perl: 5.8.5 OS: linux Time: Wed Mar 30 15:25:54 2005 Message: Email address (tmaciak(a)ci.grand-rapids.mi.us) not valid (invalid tmaciak(a)ci.grand-rapids.mi.us (mx)! )! Traceback (8247): Module: Kernel::System::User::UserAdd (v1.41) Line: 129 Module: Kernel::Modules::AdminUser::Run (v1.16 ) Line: 136 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 638 Module: (eval) (v1.73) Line: 202 Module: ModPerl::RegistryCooker::run (v1.73) Line: 202 Module: ModPerl::RegistryCooker::default_handler (v1.73) Line: 168 Module: ModPerl::Registry::handler (v1.99) Line: 30 === END When I looked up on both google and the otrs web page for similar error messages I found no results. I also looked in the archived list and also found no results. This very well could be an email configuration issue as I have not set email up on my machine. However instructions provide no clue as to what this really means, and/or how to fix it. Any help is appreciated. Thanks, T.J. Maciak Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448

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Unable to connect to DB
by Are Hoel 31 Mar '05

31 Mar '05

Hi During the night OTRS has been unable to connect to the database server and I'm unsure what happens to the emails received and tried processed when this happens. I've set myself up to receive any mails with errors and have gotten a couple with: "DBI connect('database=otrs;host=[ip];','otrs',...) failed: Can't connect to MySQL server on '[ip]' (111) at /opt/otrs/Kernel/System/DB.pm line 236 ERROR: OTRS-PM3-69 Perl: 5.6.1 OS: linux Time: Thu Mar 31 04:20:01 2005 Message: Can't connect to MySQL server on '[ip]' (111) Traceback (3865): Module: Kernel::System::DB::new (v1.37) Line: 212 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.11) Line: 71 Got no DBObject at /opt/otrs/Kernel/System/POP3Account.pm line 36. " Did OTRS wait until the server was available again and process all messages at that time? If not, what can I do to process the messages? Best regards Are Hoel Systems Administrator Telio AS - www.telio.no

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Enabling attachments option on Phoneview for agents?
by Codling, Andrew 30 Mar '05

30 Mar '05

Sorry if this has been asked a thousand times already, I've searched the website, the documentation but I cant seem to enable the phoneview attachments option for agents on the windows install? Can anyone advise how its done? I'm running version 1.2.4-01 (Win32) Regards, Andrew

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Aspell Spell Checker
by Philippe Roth 30 Mar '05

30 Mar '05

Dear All, We installed Aspell on our OTRS system. We would like to check french words. We installed the french directory and can make checks on files with the instruction : aspell --lang=fr check filename. This works We made modifications on our Config.pm file to include aspell as described in the manual and Default.pm But we can't make spell checks under OTRS... Where should we look? Do you have any ideas? Many thanks in advance, Philippe Roth

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