March 2005 - otrs - OTRS mailing lists

RE: [otrs] Timed unlocking of tickets on OTRS 1.3.2
by Jack Doyle 02 Mar '05

02 Mar '05

Be sure to look over that carefully. On my system, if I change the schedule of a cronjob, or set any others to run as otrs, and then use rcotrs restart, it will remove excess jobs and revert schedules to the way they were originally. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems -----Original Message----- From: Al Al [mailto:al_al_al@mail.com] Sent: Tuesday, March 01, 2005 10:03 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Timed unlocking of tickets on OTRS 1.3.2 Victor, Thanks for your reply. You sent me on the right track. The problem was that the "unlock" cron job was running hourly, yet the queue's unlock timeout was sub-hourly. I set the unlock cron job to run every minute, and that solved the problem. To the developers/packagers - Maybe to get rid of this confusion, the unlock cron job should run each minute by default, or the unlock timeout should not have sub-hourly granularity? Thanks again, Al Amin Khaef ----- Original Message ----- From: victor.rodriguez(a)valmesa.es To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Subject: Re: [otrs] Timed unlocking of tickets on OTRS 1.3.2 Date: Tue, 01 Mar 2005 09:10:35 +0100 > > Hi! > > I not sure, as I haven't done it yet, but maybe you have to setup > the cron jobs > related to this actions. Take a look at > http://doc.otrs.org/1.3/en/html/cronjob.html > > Bye! > > > > On 28 Feb 2005 at 15:58, Al Al wrote: > > > > > Hello, > > > > Are there any gotchas to using the per-queue ticket lock timeouts on > > OTRS 1.3.2? I try setting the value, but tickets simply aren't > > being automatically unlocked. Am I missing something? > > > > Thanks, > > Al > > -- ___________________________________________________________ > > Sign-up for Ads Free at Mail.com > > http://promo.mail.com/adsfreejump.htm > > > > --- > Victor R. Rodriguez > Departamento de Sistemas > Valoraciones del Mediterraneo, S.A. > --- > > _______________________________________________ > 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/ -- ___________________________________________________________ Sign-up for Ads Free at Mail.com http://promo.mail.com/adsfreejump.htm _______________________________________________ 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] replying to tickets without using webinterface
by Jack Doyle 02 Mar '05

02 Mar '05

I had an agent doing that. Doesn't work. Their reply to the notification creates a new ticket. It is just that, a notification. To work with it, they need to log into the interface. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems -----Original Message----- From: Dan Mahoney, System Admin [mailto:danm@prime.gushi.org] Sent: Tuesday, March 01, 2005 4:38 PM To: otrs(a)otrs.org Subject: [otrs] replying to tickets without using webinterface Hey all, Is OTRS supposed to have the functionality such that one can have agents reply to tickets via email without ever having to log into the web interface? Or is the system ONLY intended to be answered via the web? I'd ideally like it if OTRS could possibly just take my response to a notification, optionally strip the >> quoted reply, possibly strip a signature, and use it, that way agents could answer email from mobile devices. Is this possible? -Dan Mahoney -- "SOY BOMB!" -The Chest of the nameless streaker of the 1998 Grammy Awards' Bob Dylan Performance. --------Dan Mahoney-------- Techie, Sysadmin, WebGeek Gushi on efnet/undernet IRC ICQ: 13735144 AIM: LarpGM Site: http://www.gushi.org --------------------------- _______________________________________________ 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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Doubts in CustomerGroupSupport
by Francisco Henriques 02 Mar '05

02 Mar '05

Dear Sirs, I´m just giving the first steps in OTRS. When i was configuring user client group, the OTRS give me this message: >Sorry, feature not activ! > >CustomerGroupSupport needs to be activ in Kernel/Config.pm, read more about this feature in the documentation. Take care! I don´t understand why this feature is not active? Is there some kind of implications in a low level system? Best regards, Francisco Henriques

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Where are the emails stored?
by Rudi Kramer 02 Mar '05

02 Mar '05

Good Morning My apologies if this question has already been asked and answered but where exactly does OTRS store it's emails on a linux fedora server? Thanks Rudi

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Use ldap and local users
by Philippe Roth 02 Mar '05

02 Mar '05

Dear all, We would like to know if there is a way to use ldap and local users under OTRS? Our problem, our OTRS is configured to use our LDAP but we also have local users, such generic users, for special use, like sending a SMS to a mobile... Many thanks in advance for some light and have a nice day, PHRoth, Switzerland

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replying to tickets without using webinterface
by Dan Mahoney, System Admin 01 Mar '05

01 Mar '05

Hey all, Is OTRS supposed to have the functionality such that one can have agents reply to tickets via email without ever having to log into the web interface? Or is the system ONLY intended to be answered via the web? I'd ideally like it if OTRS could possibly just take my response to a notification, optionally strip the >> quoted reply, possibly strip a signature, and use it, that way agents could answer email from mobile devices. Is this possible? -Dan Mahoney -- "SOY BOMB!" -The Chest of the nameless streaker of the 1998 Grammy Awards' Bob Dylan Performance. --------Dan Mahoney-------- Techie, Sysadmin, WebGeek Gushi on efnet/undernet IRC ICQ: 13735144 AIM: LarpGM Site: http://www.gushi.org ---------------------------

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Content-Transfer-Encoding and UTF-8 problem
by Czakó Krisztián 01 Mar '05

01 Mar '05

Hello, When I set DefaultCharset to "ISO-8859-2", outgoing e-mails are sent with "Content-Transfer-Encoding: quoted-printable". When I set DefaultCharset to "UTF-8", outgoing e-mails are sent with "Content-Transfer-Encoding: 8bit". Unfortunately, several e-mail clients (Lotus, Outlook*, Mozilla) can't handle this. How can I control the "Content-Transfer-Encoding:" of the outgoing e-mail? The same problem occurs when a customer sends a unicode (utf-8) e-mail. The incoming e-mail has charset=UTF-8 and Content-Transfer-Encoding: quoted-printable, while the autoreply from OTRS is sent with charset=UTF-8 and Content-Transfer-Encoding: 8bit. Is there any solution for this? Regards, Krisztian Czako

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List of Tokens for Notifications
by Stephen Martin 01 Mar '05

01 Mar '05

I'd like to do some customization of the OTRS notifications (specifically, Customer:OwnerChange). Is there a listing somewhere of the valid tokens that can be used in the notification e-mails (i.e., <OTRS_Owner_FirstName>, <OTRS_TICKET_NUMBER>, etc.)? I have looked through the manual, but can find no reference to the valid placeholder tokens beyond the ones in the default notifications and those in the example text shown on the update notifications admin screen. -Stephen

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Re: How to delete mutiuple emails
by Rudi Kramer 01 Mar '05

01 Mar '05

Good Afternoon I have a major problem which I need some help with, the scenario is as follows: Our main customer mailbox sits on a m$ exchange server, we pop the email from the exchange server to OTRS version 1.3.2. There was a problem with the exchange server and it lost 3 day's worth of email for our whole company. The fix was to restore the emails, this was done but it restored from 45 day's back, so about 99% of the emails in otrs are duplicates which have already been done. Is there any way we can do a search for duplicate message ID's or something similar to delete the duplicate emails? Thanks Rudi

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Customers queues
by Philippe Roth 01 Mar '05

01 Mar '05

Dear All, We use OTRS for our CallCenter and HelpDesk and find it great. Could anyone tell us how it is possible to limit queues access to customers. For example, we have a queue called HelDesk and different sub-queues (Windows, Apple, Security, Mail, etc...) We would like that customers using the OTRS customer interface just have access to the main queue HelpDesk and can't see the sub-queues. Is it possible and how ? Many thanks in advance for any light. Best regards, Philippe Roth - Switzerland

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