March 2005 - otrs - OTRS mailing lists

Re: [otrs] Timed unlocking of tickets on OTRS 1.3.2
by Al Al 03 Mar '05

03 Mar '05

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

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RE: [otrs] Where are the emails stored?
by Jack Doyle 03 Mar '05

03 Mar '05

They are stored in the database as articles on the ticket. If I understand right, the email comes in, and an article is created. The email itself isn't saved, I don't think. But the content of the email becomes the article. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems -----Original Message----- From: Rudi Kramer [mailto:rudi.kramer@gmail.com] Sent: Wednesday, March 02, 2005 2:21 AM To: otrs(a)otrs.org Subject: [otrs] Where are the emails stored? 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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Queue blinking
by Scott Moore 03 Mar '05

03 Mar '05

Does anyone out there know how to disable the blinking feature for the queue links? I¹m pretty sure it¹s somewhere in Agent.pm but I just can¹t figure it out... Help would be VERY appreciated! Scott Moore

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Format of email messages and external mailbox (again)
by David Hoskin 02 Mar '05

02 Mar '05

How can the outgoing email be reformatted to place the response ABOVE the original message? And again, anyone know how to "pre-populate" the bcc field for sending to an external mailbox? David Hoskin

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auto-login (passing params on the command line)
by m 02 Mar '05

02 Mar '05

I'm building a portal for our staff. I want to include a menu item which will drop the staff member directly into the OTRS system. So, cutting straight to the point, can I somehow pass a username/password combination in the URL so that OTRS will accept it and log the user into the system? ie: "CLICK HERE TO ENTER THE TICKET SYSTEM" (as a clickable link), which links to: http://my.otrs.system/index.pl?username=someuser&password=something Not being an expert in HTML/web stuff (I'm a network engineer), I'm kind of lost here. Any help would be most appreciated. As an aside: OTRS has saved my a**! Mark Nernberg

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RE: [otrs] Format of email messages and external mailbox (again)
by Jack Doyle 02 Mar '05

02 Mar '05

I see. Are you running anything besides OTRS on that box? If not, you can usually set postfix or sendmail or whatever to automatically BCC all outgoing mail automatically. I would consider the "archive" to be the existance of the articles in my otrs database. I'm not sure how to do what you are asking, though. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems -----Original Message----- From: David Hoskin [mailto:dhoskin@ebia.com] Sent: Wednesday, March 02, 2005 3:32 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Format of email messages and external mailbox (again) Trying to get all responses to go into an "archive" mailbox, which is how the present customer service is handled now. Trying to ease migration fears, and to keep a "backup" process. David Hoskin On Mar 2, 2005, at 12:20 PM, Jack Doyle wrote: > Why are you sending to a bcc on every message? just curious. > > ----- > Jack Doyle, Network+ > Systems Operations Specialist > Lewis-Gale Clinic Information Systems > > -----Original Message----- > From: David Hoskin [mailto:dhoskin@ebia.com] > Sent: Wednesday, March 02, 2005 3:19 PM > To: User questions and discussions about OTRS. > Subject: [otrs] Format of email messages and external mailbox (again) > > > How can the outgoing email be reformatted to place the response ABOVE > the original message? > > And again, anyone know how to "pre-populate" the bcc field for sending > to an external mailbox? > > David Hoskin > > _______________________________________________ > 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/

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RE: [otrs] Queue blinking
by West, Bradley G. 02 Mar '05

02 Mar '05

You should be able to edit most of the presentation layer by editing the dtl files in the /opt/otrs/Kernel/Output/HTML/<Standard or Lite>/ For example I disabled the Company Tickets link in the Customer view by editing the /opt/otrs/Kernel/Output/HTML/Standard/CustomerNavigationBar.dtl I hope this leads you down the right path. Bradley G. West Network/Systems Engineer Spang & Company -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jack Doyle Sent: Wednesday, March 02, 2005 3:43 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] Queue blinking Not sure, but it might be in the Standard template. It might be a style defined there. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems -----Original Message----- From: Scott Moore [mailto:scott.moore@northpoint.org] Sent: Wednesday, March 02, 2005 3:41 PM To: otrs(a)otrs.org Subject: [otrs] Queue blinking Does anyone out there know how to disable the blinking feature for the queue links? I'm pretty sure it's somewhere in Agent.pm but I just can't figure it out... Help would be VERY appreciated! Scott Moore _______________________________________________ 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] Queue blinking
by Jack Doyle 02 Mar '05

02 Mar '05

Not sure, but it might be in the Standard template. It might be a style defined there. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems -----Original Message----- From: Scott Moore [mailto:scott.moore@northpoint.org] Sent: Wednesday, March 02, 2005 3:41 PM To: otrs(a)otrs.org Subject: [otrs] Queue blinking Does anyone out there know how to disable the blinking feature for the queue links? I'm pretty sure it's somewhere in Agent.pm but I just can't figure it out... Help would be VERY appreciated! Scott Moore

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RE: [otrs] Format of email messages and external mailbox (again)
by Jack Doyle 02 Mar '05

02 Mar '05

Why are you sending to a bcc on every message? just curious. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems -----Original Message----- From: David Hoskin [mailto:dhoskin@ebia.com] Sent: Wednesday, March 02, 2005 3:19 PM To: User questions and discussions about OTRS. Subject: [otrs] Format of email messages and external mailbox (again) How can the outgoing email be reformatted to place the response ABOVE the original message? And again, anyone know how to "pre-populate" the bcc field for sending to an external mailbox? David Hoskin _______________________________________________ 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] auto-login (passing params on the command line)
by Jack Doyle 02 Mar '05

02 Mar '05

I'd be interested, too. Not for passing a password, but a username in my case would be nice. Even on the Customer interface if possible. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems -----Original Message----- From: m [mailto:m@telerama.com] Sent: Wednesday, March 02, 2005 1:51 PM To: User questions and discussions about OTRS. Subject: [otrs] auto-login (passing params on the command line) I'm building a portal for our staff. I want to include a menu item which will drop the staff member directly into the OTRS system. So, cutting straight to the point, can I somehow pass a username/password combination in the URL so that OTRS will accept it and log the user into the system? ie: "CLICK HERE TO ENTER THE TICKET SYSTEM" (as a clickable link), which links to: http://my.otrs.system/index.pl?username=someuser&password=something Not being an expert in HTML/web stuff (I'm a network engineer), I'm kind of lost here. Any help would be most appreciated. As an aside: OTRS has saved my a**! Mark Nernberg _______________________________________________ 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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