April 2005 - otrs - OTRS mailing lists

ticket escalation
by fazli zainol 23 Apr '05

23 Apr '05

I've quick question, why my otrs doesn't escalate tickets? ive set the queue escalation time. but the ticket wasn't escalated to other queue when the time comes. ive tried to escalate ticket to manager level if the ticket not being entertain by anyone. plus, do we get email notificaiton once the ticket being escalated?

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Converting from Request Tracker.
by Deon George 22 Apr '05

22 Apr '05

Sorry, if this has been asked before - but I couldnt find a search for this list - and googling didnt yield any results... I want to convert from RT 2.0.15 to OTRS - has anybody done this? I'm hoping to keep all the old tickets (not many ~2000)... If there is a script or a tool (or a document), then I'd appreciate if somebody could send me the information... Thanks... ...deon

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Change Comment Field
by Ashish 22 Apr '05

22 Apr '05

hi all, when i click on customer user in admin area, the fields are presented to enter the name id, first name, comment and other things.....i want to rename the comment field as well as increase its field limit from 50(current) to 100 or more. plz help -- Thanks, __________________________________ Ashish

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CustomerUser are not seeing there tickets
by Sven Fischer 22 Apr '05

22 Apr '05

Hi, we have currently the problem that CustomerUsers, which created an own account via the webinterface and queueing in tickets via this, are not able to see them anymore. They are afraid the tickets are gone :-( What is wrong here? Regards, Sven

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DB steps involved in a ticket move
by Parent, Cyrille 22 Apr '05

22 Apr '05

What are the DB steps involved in moving a ticket from one queue to another? (inserts/deletes/update....) I am using MS SQL with OTRS and need to write a stored procedure to have tickets submitted by customers moved to their respective manager's queue for approval (budget reasons) before they reach the help desk for dispatching. CRONW won't work for me because I need to read the customer's manager's name in Active Directory to figure out the name of the queue it is supposed to move to. I could spend some time reverse-engineering otrs to figure the move ticket steps, but if someone already knows... can s/he share this info. Thank you in advance, Cyrille

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FW:
by Cainkar, Paul 22 Apr '05

22 Apr '05

_____ From: Petersen, Sue Sent: Wednesday, April 20, 2005 9:51 AM To: Erickson, Bryninn Cc: Cainkar, Paul Subject: Bryninn, Have you had a chance to take a look at andlab12 computer. I am still getting alerts for 3 viruses on this computer. Thanks. Sue Petersen Network Analyst Albertson College of Idaho 208-459-5401

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Notifications straightened.
by Yaroslav Klyukin 21 Apr '05

21 Apr '05

In "Agent" interface: There was a problem that I had to deal with - the "Follow Up" notifications were sent to the owner of a ticket only. We wanted it to be sent to everybody who chooses to receive follow-up notifications for a specific queue in his "Preferences". This patch does that - it allows every agent to receive an update. I have also patched OTRS to send notifications with a "From" being a real queue e-mail address, not a generic one. This allows replies to notifications end up in the right place. Hopefully, it can be merged into the main source. Have fun! diff -urN otrs-orig/Kernel/System/Ticket/Article.pm otrs/Kernel/System/Ticket/Article.pm --- otrs-orig/Kernel/System/Ticket/Article.pm 2004-10-14 15:17:54.000000000 +0000 +++ otrs/Kernel/System/Ticket/Article.pm 2005-04-21 10:59:52.000000000 +0000 @@ -292,15 +292,24 @@ } } elsif ($Param{HistoryType} =~ /^FollowUp$/i || $Param{HistoryType} =~ /^AddNote$/i) { - # get owner - my ($OwnerID, $Owner) = $Self->OwnerCheck(TicketID => $Param{TicketID}); - if ($OwnerID ne $Self->{ConfigObject}->Get('PostmasterUserID') && $OwnerID ne $Param{UserID}) { - my %Preferences = $Self->{UserObject}->GetUserData(UserID => $OwnerID); - if ($Preferences{UserSendFollowUpNotification}) { - # send notification + +# +# Changed by Yaroslav Klyukin +# Sends notification to everybody who chooses to receive Follow-Ups in his preferences, not only if he is the owner. +# 04/21/05 +# + + foreach ($Self->GetSubscribedUserIDsByQueueID(QueueID => $Ticket{QueueID})) { + my %UserData = $Self->{UserObject}->GetUserData( + UserID => $_, + Cached => 1, + Valid => 1, + ); + if ($UserData{UserSendFollowUpNotification}) { + $Self->SendAgentNotification( Type => $Param{HistoryType}, - UserData => \%Preferences, + UserData => \%UserData, CustomerMessageParams => \%Param, TicketID => $Param{TicketID}, Queue => $Param{Queue}, @@ -1751,9 +1760,16 @@ $Notification{Subject} =~ s{<OTRS_CONFIG_(.+?)>}{$Self->{ConfigObject}->Get($1)}egx; # send notify + +# +# Changed by Yaroslav Klyukin +# Make notifications originate from the Queue E-mail address, not from a generic one. +# 04/21/05 +# + my %Address = $Self->{QueueObject}->GetSystemAddress(QueueID => $Article{QueueID}); + $Self->{SendmailObject}->Send( - From => $Self->{ConfigObject}->Get('NotificationSenderName'). - ' <'.$Self->{ConfigObject}->Get('NotificationSenderEmail').'>', + From => "$Address{RealName} <$Address{Email}>", To => $User{UserEmail}, Subject => $Notification{Subject}, Type => 'text/plain', @@ -1773,7 +1789,7 @@ # log event $Self->{LogObject}->Log( Priority => 'notice', - Message => "Sent agent '$Param{Type}' notification to '$User{UserEmail}'.", + Message => "Sent agent '$Param{Type}' notification from '<$Address{Email}>' to '$User{UserEmail}'.", ); return 1;

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Re: [otrs] CTI / Tapi
by Haugland, Tore 21 Apr '05

21 Apr '05

Hey, I want to integrate OTRS with a Nortel Networks symposium callcenter Module for our Nortel Merdian switch. The callcenter module supports TAPI and other CTI stuff in diffrent ways, so i see it no diffrent that if it had been a normal one user ISDN card or modem connected to a single pc :-) Am really interested in getting in touch with someone who has done this already or are currently working on it. regards, Tore Haugland SSB -----Opprinnelig melding----- Fra: martin hochreiter [mailto:linuxbox@wavenet.at] Sendt: 21. april 2005 13:59 Til: otrs(a)otrs.org Emne: [otrs] CTI / Tapi HI! Does anyone have a CTI / Tapi integration working with OTRS? lg _______________________________________________ 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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Detecting Spam Headers
by Charles R. Thompson 21 Apr '05

21 Apr '05

First.. I'd like to say that as of this email we've been running OTRS for 694 consecutive days with no downtime whatsoever. We haven't even updated/upgraded and have seen nothing that has stopped our workflow. This is quite possibly the most stable piece of software that we use in our daily operations. I use the standard pop3 mail checking and am highly reluctant to start messing around with things but I was wondering if I can 'tweak' the app easily to read our iMail anti-spam header. The techs get about 12 emails a day which generate 12 outgoing mails, etc. I'd like to move the spam mails immediately to Junk and make their mornings a little brighter. Our standard header looks something like below: I want to focus on 'X-IMAIL-SPAM-DNSBL' in particular as it's presence just means somebody is on our blacklist. Going further I'd like to try 'X-IMAIL-SPAM-STATISTIC x%' where X is a floating point representing the probability of spam. 1.0 is spam 0.1 most likely not, etc. Received: from dsl-201-135-129-214.prod-infinitum.com.mx [201.135.129.214] by mail.indysoft.com (SMTPD32-8.10) id ABBE584C00C8; Fri, 25 Feb 2005 14:25:50 -0500 X-Message-Info: 3ouga7azVM/fksTXdxMLdDbvJX5FVYub Received: from ire (140.48.232.152) by vbp50.atlantis.snuffly.worsen.bluebottle.com (InterMail vQ.5.65.56.46 53-30-48-1553-64887-805417) with ESMTP id <248051570.TFVX0269.vpbr63-mail.fear.concrete.net.cable.rogers.com@chic> for <charles.thompson(a)indysoft.com>; Fri, 25 Feb 2005 15:19:49 -0400 Message-ID: <64210ydhu8k$0034752x1$523q2no6@digestion> Reply-To: "Margie Lam" <morton(a)dcemail.com> From: "Margie Lam" <klingman(a)linuxmail.org> To: <charles.thompson(a)indysoft.com> Subject: hi... Date: Fri, 25 Feb 2005 23:26:49 +0400 MIME-Version: 1.0 Content-Type: multipart/alternative; boundary="--90038073223643205" X-IMAIL-SPAM-DNSBL: (SpamCop,7bbc584c00c83bdd,127.0.0.2) X-RCPT-TO: <charles.thompson(a)indysoft.com> Status: U X-UIDL: 390952710 Charles R. Thompson General Manager IndySoft Corporation 864 627-8858 ext 240 charles.thompson(a)indysoft.com IndySoft Corporation 1200 Woodruff Road Suite H-11 Greenville, SC 29607

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Win32 Error creating users/replies
by Band|t - 21 Apr '05

21 Apr '05

Hi, done the Win32 install, whenever I try to create a new user, or reply to a ticket, i get the following error: Server error! The server encountered an internal error and was unable to complete your request. Error message: connection failed at C:/otrs/otrs//Kernel/System/CheckItem.pm line 68 If you think this is a server error, please contact the webmaster. Error 500 localhost 21/04/2005 13:29:21 Apache/2.0.47 (Win32) mod_perl/1.99_10-dev Perl/v5.8.0 mod_ssl/2.0.47 OpenSSL/0.9.7b PHP/4.3.3 Any ideas? Thnx

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