March 2005 - otrs - OTRS mailing lists

Installing OTRS 1.3.2 on SuSE Linux 9 for X86_64
by Janak Vakharia 30 Mar '05

30 Mar '05

Hi How does one go about installing OTRS 1.3.2 for SLES 9 for x86_64. The RPMs available seem to be for i386. Any advice would be greatly appreciated. Thank you in Advance Janak

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Filter for spam
by Serge ALGAROTTI 30 Mar '05

30 Mar '05

Hello, we want do a filter for spam. We have read the documentation and mailing list but we doesn't understand exactly how do that. We have, on the mail server, SpamAssasin with Amavisd-new. We use pop3 to download the mail. We have create a Postmaster filter name : spam the match condition is: X-Spam-Flag Value: yes the set is: X-OTRS-Queue value : spam We have create a queue name: spam but no spam go in the spam queue. Is there someting other to do to activate the filter ? thank for your help [OTRS 1.3.2] -- Serge ALGAROTTI [http://www-cemef.cma.fr/] Ecole des Mines de Paris / CEMEF UMR CNRS 7635 [tel 04 93 95 74 02]

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Editing "Free field" without taking ownership of ticket
by Stefansen Espen 30 Mar '05

30 Mar '05

Hi I wondered if it is possible to edit the "Free field" in a ticket, without locking the ticket or taking ownership? If not, how could i make this possible? Regards Espen Stefansen

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OTRS Logs
by Philippe Roth 30 Mar '05

30 Mar '05

Dear All, Thank you for all the answers you sent us before. These helped a lot. We have a question about the logs shown in OTRS. We found that we could create log files under /tmp/otrs.log (or elsewhere) as described in the manual and the Config.pm file. But otherwise, where are the logs stored? Also we would like to know how it is possible to show more log lines in the AdminLog/SystemLog area instead of the few lines by default? We found a value which could be modified, "4x1024" in the ./Kernel/Modules/AdminLog.pm file but if we change it, we have an error on line 80 when OTRS is restarted... Could we show a day, a week, a month of logs? Many thanks in advance and have a nice day, Philippe Roth

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RE: [otrs] sort order of the QueueView
by Are Hoel 29 Mar '05

29 Mar '05

A slightly different solution would be to have all new tickets appear first, then open ones. This would be a great thing for a simple inbox where you sort cases and give quick answers. For the cases where a customer "replies" to an old case you should split it into a new case and handle it there. I beleive the new case (the one you split out) should get a created time "now". Just my 2 cents Best regards Are Hoel > I would guess just changing the select queries that generate the QueueView and changing > the ORDER BY clauses... however, in Perl it's a little beyond my abilities. > > ----- > 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 12:29 PM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] sort order of the QueueView > > >> There's an option you can use in Config.pm: >> >> # AgentQueueSortDefault >> # (default sort order of the queue view / after priority sort) >> # ASC: oldest on top, default >> # DESC: youngest on top >> $Self->{AgentQueueSortDefault} = 'DESC'; > > Found this already, but it simply reverses the existing order, not at all > what I'm looking for. Jack Doyle expressed succinctly what I'm after, which > to me seems like a very straightforward way to order messages. > > Any idea how this might be achieved? > > Anybody else interested in this type of message queue sorting? > >> Why do you need this ordering option? Maybe there's another way of >> doing what you need to do ;) I think that you'll face the problem >> exposed before sooner or later. > > I need this ordering option to prevent the starvation scenario I described > previously. I want to make sure that I don't end up spending more time on > certain tickets just because they were opened a long time ago. > > Alain. > > _______________________________________________ > 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/ > -- Are Hoel Systems Administrator Telio AS - www.telio.no are.hoel(a)telio.no

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RE: [otrs] sort order of the QueueView
by Jack Doyle 29 Mar '05

29 Mar '05

I would guess just changing the select queries that generate the QueueView and changing the ORDER BY clauses... however, in Perl it's a little beyond my abilities. ----- 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 12:29 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] sort order of the QueueView > There's an option you can use in Config.pm: > > # AgentQueueSortDefault > # (default sort order of the queue view / after priority sort) > # ASC: oldest on top, default > # DESC: youngest on top > $Self->{AgentQueueSortDefault} = 'DESC'; Found this already, but it simply reverses the existing order, not at all what I'm looking for. Jack Doyle expressed succinctly what I'm after, which to me seems like a very straightforward way to order messages. Any idea how this might be achieved? Anybody else interested in this type of message queue sorting? > Why do you need this ordering option? Maybe there's another way of > doing what you need to do ;) I think that you'll face the problem > exposed before sooner or later. I need this ordering option to prevent the starvation scenario I described previously. I want to make sure that I don't end up spending more time on certain tickets just because they were opened a long time ago. Alain. _______________________________________________ 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] sort order of the QueueView
by Jack Doyle 29 Mar '05

29 Mar '05

I don't understand what you're saying. The ticket age corresponds with the ticket arrival (created) time. How would you define the arrival time if not the ticket created time? ----- 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 9:34 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] sort order of the QueueView No, I actually want the order to be by message arrival time. By ordering by Age, you risk starving new tickets if you're always handling old ones first. So, the arrival time of the messages in the queue makes sure that those messages get handled first come first served, instead of giving preference to those who opened a ticket a long time ago. Can this be done? ----- Original Message ----- From: "Jack Doyle" <jdoyle(a)lewisgaleclinic.com> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Sent: Monday, March 28, 2005 10:52 AM Subject: RE: [otrs] sort order of the QueueView The age is the amount of time since the ticket was created. Is that not what you want? Also, it sorts based on priority, then age. There may be more to it that I'm not aware of. However, the age seems to me to be the amount of time since the created date/time. ----- 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: Monday, March 28, 2005 10:47 AM To: otrs(a)otrs.org Subject: [otrs] sort order of the QueueView When I view My Queues, the order of the messages shown is the "Age" of the ticket. I'd like to change the sort order to be the message arrival time, not the time of the creation of the ticket's very first message (which is what I understand to be the "Age" of the ticket). I've looked through the mailing list archive, and searched the Defaults.pm file, but no success. Is the sort order I'm suggesting possible w/ OTRS? thanks. -- Alain M. Gaudrault, Reqwireless Inc. Web: http://www.reqwireless.com/ _______________________________________________ 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] sort order of the QueueView
by Jack Doyle 29 Mar '05

29 Mar '05

This brings to mind an idea that I have for a future update... when you have it set to create a new ticket on a follow-up, you should be given the option to link the two tickets. i.e. Two questions instead of one in config... allow follow-up? If no, link new tickets on follow-up? So, if you have it set to create new tickets on a follow-up, it would create the new ticket with a ticket link to the old ticket. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems Public key: http://keys.thajack.com/jd_lgc_public.asc -----Original Message----- From: Victor Rodriguez Cortes [mailto:victor.rodriguez@valmesa.es] Sent: Tuesday, March 29, 2005 12:10 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] sort order of the QueueView Ummm... that's a bit complicated, but sounds absolutely logical. Two workarounds come to my mind: 1- Don't allow follow-up's: every new mail received will create a new ticket, even if it has a TicketID in it's subject, etc. I don't like this one because you'll loose the relationship between mails (exactly as with a generic mail client). If the new mail received doesn't include the complete text of the thread you'll have to search each TickedID you could find and stablish the relationship between them manually... seems way too much work to me, but if you seldom receive follow-up's could be an option. This can be setup in the admin interface in a per queue basis. 2- Play with Priorities. As OTRS puts Tickets with higher priority first, if you reduce the priority of a ticket with follow-up's, it will appear below in the QueueView. If a client keeps replying to a longstanding ticket, won't be attended until all new tickets are replied. Read "new tickets" as "not a follow-up, not related to a longstanding ticket". For example, if your default priority is "normal (3)" and you change the priority of all tickets with follow-ups to "low (2)", when you receive new mail, all those new tickets will show above all your longstanding tickets, even if they are older. Obviously, for a given priority, Age will be used to order tickets. But you have 5 priorities ;-) The ideal way to manage this would be having some kind of cron job that changes priorities automatically if priority == "Normal" and "has follow-up's" = true. Even you could create a new ticket state (like "replied"), that is asigned automatically when you reply to a mail ticket, and then have the cron job to change the priority if piority == "Normal" and state == "replied". Maybe GenericAgent can do something like this, but I don't know as I haven't messed with it yet (http://doc.otrs.org/1.3/en/html/generic-agent.html) If you manage to do this using option 2 and that "cron job" I would be glad to hear how you did it :) Good luck! On 29 Mar 2005 at 10:53, amg-1 wrote: > 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. --- 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/

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RE: [otrs] sort order of the QueueView
by Jack Doyle 29 Mar '05

29 Mar '05

I don't think I can help, either. I have always been satisfied with the sort order. If you want first come, first served, then the older tickets SHOULD be at the top. I'm sorry I can't help any more. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems Public key: http://keys.thajack.com/jd_lgc_public.asc -----Original Message----- From: Graeme Brough [mailto:Graeme.Brough@Sun.COM] Sent: Tuesday, March 29, 2005 10:23 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] sort order of the QueueView Hi, The way it sounds to me, 'amg-1' wants to reverse the sort order so that newer tickets are at the top, rather than tickets that have not been worked for a longer period. At this point however I am not able to offer a solution. Graeme Jack Doyle wrote: > I don't understand what you're saying. The ticket age corresponds > with the ticket arrival (created) time. > > How would you define the arrival time if not the ticket created time? > > ----- > 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 9:34 AM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] sort order of the QueueView > > > No, I actually want the order to be by message arrival time. By > ordering by Age, you risk starving new tickets if you're always > handling old ones first. > > So, the arrival time of the messages in the queue makes sure that > those messages get handled first come first served, instead of giving > preference to those who opened a ticket a long time ago. > > Can this be done? > > > ----- Original Message ----- > From: "Jack Doyle" <jdoyle(a)lewisgaleclinic.com> > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Sent: Monday, March 28, 2005 10:52 AM > Subject: RE: [otrs] sort order of the QueueView > > > The age is the amount of time since the ticket was created. Is that > not > what you want? Also, it sorts based on priority, then age. There may be > more to it that I'm not aware of. > > However, the age seems to me to be the amount of time since the > created > date/time. > > ----- > 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: Monday, March 28, 2005 10:47 AM > To: otrs(a)otrs.org > Subject: [otrs] sort order of the QueueView > > > When I view My Queues, the order of the messages shown is the "Age" of > the ticket. I'd like to change the sort order to be the message > arrival time, not the time of the creation of the ticket's very first > message (which is what I understand to be the "Age" of the ticket). > > I've looked through the mailing list archive, and searched the > Defaults.pm file, but no success. Is the sort order I'm suggesting > possible w/ OTRS? > > thanks. > > -- > Alain M. Gaudrault, Reqwireless Inc. > Web: http://www.reqwireless.com/ > > _______________________________________________ > 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/ -- ============================================================== Graeme Brough graeme.brough(a)sun.com Internal: x(70) 73428 Worldwide: +44 (0)1506 673428 Sun Remote Support Centre Application Development Linlithgow, UK ============================================================== ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ _______________________________________________ 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] sort order of the QueueView
by Jack Doyle 29 Mar '05

29 Mar '05

The age is the amount of time since the ticket was created. Is that not what you want? Also, it sorts based on priority, then age. There may be more to it that I'm not aware of. However, the age seems to me to be the amount of time since the created date/time. ----- 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: Monday, March 28, 2005 10:47 AM To: otrs(a)otrs.org Subject: [otrs] sort order of the QueueView When I view My Queues, the order of the messages shown is the "Age" of the ticket. I'd like to change the sort order to be the message arrival time, not the time of the creation of the ticket's very first message (which is what I understand to be the "Age" of the ticket). I've looked through the mailing list archive, and searched the Defaults.pm file, but no success. Is the sort order I'm suggesting possible w/ OTRS? thanks. -- Alain M. Gaudrault, Reqwireless Inc. Web: http://www.reqwireless.com/ _______________________________________________ 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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