April 2005 - otrs - OTRS mailing lists

Problem auto-closing pending tickets
by Jim Edlin 05 Apr '05

05 Apr '05

I have PendingJobs.pl in the otrs crontab file (45 * * * * $HOME/bin/PendingJobs.pl >> /dev/null), but my pending tickets are not getting auto-closed. All the other entries in the otrs crontab file are executing successfully (generic agent, PostMasterPOP3, etc.). In my Config.pm file, I have the entries $Self->{StateAfterPending} = [ 'pending auto close' +> 'closed successful', 'pending auto close+' +> 'closed successful', 'pending auto close-' +> 'closed unsuccessful', ]; But pendding jobs do not get closed when their pending time expires, which is what I believe should be happening. When I attempt to run the PendingJobs.pl module directly from the command line... $ sudo /opt/otrs/bin/PendingJobs.pl I get PendingJobs.pl <Revision 1.13> - check pending tickets Copyright (c) 2002-2004 Martin Edenhofer <martin(a)otrs.org> Pseudo-hashes are deprecated at /opt/otrs/bin/PendingJobs.pl line 84. Can't coerce array into hash at /opt/otrs/bin/PendingJobs.pl line 84. Can anyone offer advice about how to get this to work? ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ Jim Edlin Tides, Inc. 415-561-6304 v 415-561-6301 f jedlin(a)tides.org http://www.tides.org

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changing ticket owner makes it disappear for others
by Christophe Zwecker 05 Apr '05

05 Apr '05

Hi, we are admins with different fields of work, I created 3 queues by our names. we got an incoming queue. Everyone can see tickets in the other queues. however when one assignes a ticket to him, the other ones seem not to be able to see the tickets anymore, how can I change this ? and also I wonder what ticketlocking is for, so no other can change the ticket ? we dont need that can it be disabled at all ? thx for helping a newbie Chris -- Christophe Zwecker mail: doc(a)zwecker.de Hamburg, Germany fon: +49 179 3994867 http://www.zwecker.de "Reality is that which, when you stop believing in it, doesn't go away"

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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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display picturs (attachements) inline
by Rudolf Harney 05 Apr '05

05 Apr '05

Hallo otrs-users, Does someone know, how to display Attachements inline? Many Emails come with screen-shots and it would help, to view them without having to click on a link. Thanks, RUDOLF HARNEY -- tuxwerk OHG Dipl.-Phys. Rudolf Harney Basler Straße 13 D-79100 Freiburg Germany fon: ++49 (0)761 / 7043067 fax: ++49 (0)761 / 7043066 mobil: ++49 (0)177 / 2858377 web: www.tuxwerk.de mail: rh(a)tuxwerk.de

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Statistic about resolving time
by TKocher＠spirit21.de 05 Apr '05

05 Apr '05

Hi all, is there any out of the box statistic about the average / max time in which tickets are resolved? Thanks Thorsten *************************************** Thorsten Kocher Security and Network Consultant email: tkocher(a)spirit21.de phone: +49 (0) 7031 71496-00 mobile: +49 (0) 172 6377392 SPIRIT/21 AG Otto-Lilienthal-Strasse 36 71034 Böblingen

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Non-translated symbols in field "Subject" (in UTF-8)
by Dmitry Kambur 05 Apr '05

05 Apr '05

Hello! When I create e-mail ticket in OTRS or receive autoanswer that I see in a field "Subject" instead of russian (cyrillic)letters strange symbols in my e-mail program (Mozilla TB and The Bat!) . For example: Subject: Ð¿ÑÐ¾Ð²ÐµÑÐºÐ° This is word: "ÐÒÏ×ÅÒËÁ" (test) I have compared headings from OTRS and headings from my mail server ( I have sent the letter to myself). Here they: 1. From OTRS: Subject: [2005032810000012] RE: яяп╬я subj. п╡ utf-8 ( [...] 2. From me: Subject: =?UTF-8?B?0Y3RgtC+0YIgc3Viai4g0LIgdXRmLTggKHRoaXMgc3Viai4gaW4gdXQ=?= =?UTF-8?B?Zi04KQ==?= In the second variant the Subj line is coded correctly and obviously specified the codepage (?UTF-8?). Why it does not work in OTRS? -- Dmitry Kambur TeNeT ISP System Department E-mail: tracer(a)Te.NeT.UA

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Installing OTRS
by Andrew Blackstone 05 Apr '05

05 Apr '05

I am installing OTRS 1.3.2 and when trying to use the installer.pl I get the warning... "Kernel/Config.pm isn't writable!" Then it follows with the comment, "If you want to use the installer, set the Kernel/Config.pm writable for the werserver user!" I've searched around in the Kernel/Config.pm but couldn't find any settings for this. If anyone knows how to get around this problem please let me know. Thanks in advance, Andrew Blackstone

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How can I make Bcc:?
by Alex Povolotsky 04 Apr '05

04 Apr '05

Hello! I'd like to make an automated Bcc: for every outgoing EMail generated by OTRS. How can I do that? -- Alex Povolotsky <tarkhil(a)webmail.sub.ru>

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RE: [otrs] Apache Using to much memory for Windows
by Pete McDonnell 04 Apr '05

04 Apr '05

Have you reviewed the apache config file? There are several settings for the number of processes to start by default, number of spare servers, etc. I think this may also be related to the way perl is used. IIRC a lot of perl code is loaded in RAM depending on the way OTRS is used as well? I'm sure someone can clarify that. - Pete McDonnell > -----Original Message----- > From: Tony Mart [mailto:tony@colony1.net] > Sent: Monday, April 04, 2005 12:57 PM > To: 'User questions and discussions about OTRS.' > Subject: [otrs] Apache Using to much memory for Windows > > Hi All, > > Heres my server > > Windows 2003 Server SP1 > 3.0 Ghz P4 > 1.5 Gigs Ram > 200 Gb HD > > Otrs 1.2.4-01 For Windows > > Right now I have 14 users and about 20 queues with about 70 > tickets, and for some reason apache that came with the > windows installer eats up my server memory, right now its > using 1.3 gigs itself are there any tweaks to force it to use > no more that 384megs of ram Now remember Im a windows guy, > and only windows so please be gentle with me all this > perl,php,MYSQL and apache stuff is killing me > > Let me know if you all need to see some of my httpd.conf > > Thanks > > Tony Mart > Systems Admin > Colony On On-Line > > > _______________________________________________ > 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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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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