April 2005 - otrs - OTRS mailing lists

CTI / Tapi
by martin hochreiter 21 Apr '05

21 Apr '05

HI! Does anyone have a CTI / Tapi integration working with OTRS? lg

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Non-translated symbols in field "Subject" (in UTF-8)
by Roman Tutkevich 21 Apr '05

21 Apr '05

Hello In config.pm already been set this options. Problem only with field "Subject". Body of incoming email in correct charset - utf-8. When I try to convert field "Subject" I see, what charset is broken (maybe). Example: I send "проверка2" I receice "РїСРѕРІРµСРєР°2" After convert "п?+ве?¦а2" Question: why? And what I can do to solve this problem? > AFAIK, > > You need to enable UTF-8 support in Config.pm: > > http://doc.otrs.org/1.3/en/html/configfile-utf8.html > and > http://faq.otrs.org/otrs/faq.pl?Action=&ID=3&SessionID= > > Regards, > > > On 4 Apr 2005 at 17:51, Dmitry Kambur wrote: > >> 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: A?A?A‘A?A?A?A?A?AµA‘A?A?A?A° This is word: "A?A’A?A—A > A’A‹A?" >> (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: N?N???a•¬N? subj. ??a•? 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 at Te.NeT.UA >> > > > > > --- > Victor R. Rodriguez > Departamento de Sistemas > Valoraciones del Mediterraneo, S.A. > --- -- Best regards, Roman mailto:midi_em@mail.ru

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"Ticket-Monitoring-Feature"?!?
by Matthias Eichler 21 Apr '05

21 Apr '05

Dear List, we are using OTRS for managing different support queues. Because of our internal workflows it is often possible that a ticket changes its agent or even queue. At the moment the responsible manager has to make a search query for all tickets of some status and has to lookup for the status. There comes the idea of a ticket monitoring function, meaning that I can assign a ticket as monitored if I am a manager. After this I get also notifications of status changes, or added notes, i.e. but maybe I can also get a list of all tickets that I am monitoring. Does anybody knows how to implement such a function? Or does anybody knows if this will be a feature of upcoming 2.0? Thanks a lot, Matthias

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Pending closed tickets
by Philippe Roth 21 Apr '05

21 Apr '05

Dear All, We are experiencing a problem with pending tickets which are now closed : - Reminding emails are still sent to technicians after these tickets are closed... How could we cancel this? Many thanks in advance, Philippe Roth

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Note - Internal
by Dave Buote 21 Apr '05

21 Apr '05

How do I add a non-internal note to a support ticket? It seems when I create a note the only option I have is internal?

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In what perl module there is a creation of the letter?
by Dmitry Kambur 20 Apr '05

20 Apr '05

Hello! In what module headings of an autorespond email are created? Article.pm? Emailparser.pm? Or other? Thank you -- Dmitry Kambur

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autoForward script
by Alex Mihicinac 20 Apr '05

20 Apr '05

Hi all, i've made an autoforward script (with OTRS functions), to forward all tickets to some mailing list. Script is working fine when i run it in shell. Now i'd like to know where in source I can "call" my script, that every mail which goes to specific queue, would be autoforwarded too? Ticket number must be assignet to that mail, before it's forwarded. Any hint more than welcome. TIA, Alex

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How-To: Change pop3 port number
by Rudi Kramer 20 Apr '05

20 Apr '05

Good Morning How could I change the port number that OTRS ver# 1.3.2 uses for pop3? Our firewall admin will only allow secure pop3 connections through to our exchange box where we pop the email from and I cant work out where to change the port number from 110 to 995? Thanks in advance Rudi

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Solution for a ticket state "collecting"
by Olaf Bottek 19 Apr '05

19 Apr '05

We have customers, which send us several mails to a ticket we assign them. We do the tasks in there once per week. So actually, we create a new ticket with the state "pending" and the due date over a week and send the customer the new ticket-id. What happens now is, that every single mail that comes in for this ticket is actually setting the ticket state back to "new" or "open". But actually I want have it staying on "pending" until the real working day arrives. Any ideas? Greetings, Olaf

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randomize password for new customers
by EDV Tekomedia 19 Apr '05

19 Apr '05

Hello, I have a little question. Perhaps I havn't found the feature yet or there is a little modification to do. What I want is to generate a randomized password for new customers and to send it to them automatically after they are saved I think it should be sth like the lost-password-function, but generated manually by an agent when he saves a new customer. Is there a possibility to realize this? Thanks in advance Markus Nagel

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