June 2005 - otrs - OTRS mailing lists

Thorsten Kocher/Spirit21 ist außer Haus.
by TKocher＠spirit21.de 19 Apr '17

19 Apr '17

Ich werde ab 13.05.2005 nicht im Büro sein. Ich kehre zurück am 30.05.2005. Vielen Dank für Ihre Email. Leider befinde ich mich bis Montag, 30. Mai 2005 außer Haus und kann daher Ihre Nachricht nicht bearbeiten. Bitte rufen Sie mich in dringenden Fällen mobil unter 0172 6377392 an. Vielen Dank für Ihr Verständnis. Thorsten Kocher Ich werde Ihre Nachricht nach meiner Rückkehr beantworten.

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Put ticket Print link in QueueView?
by Wes Plate 19 Oct '06

19 Oct '06

I would like to put a print link in Queueview, so that I don't have to first zoom in to a ticket in order to print it. How can this be done? -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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System Logs
by Rudi Kramer 28 Jul '05

28 Jul '05

Good Morning I need to view old system logs for OTRS version 1.3.2 but I cannot seem to find them on the linux box, can anyone tell me where to look? Thanks Rudi

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How can I add some new internal Note Types
by Matthias Wegner 22 Jul '05

22 Jul '05

Hi OTRS Mailers, I would like to add some new Internal Note Type "Wartung". I added the new type to the "Article_type" table. But, as i understand it, i have to modify the "Default.pm" script. This is what i did: $Self->{DefaultNoteTypes} = { 'note-internal' => 1, 'note-external' => 2, 'note-report' => 3, 'Wartung' => 4, }; But even after this modification the drop Down Box of the "note" Form only lists "note-internal". What else is necessary ? Thank you. Matthias Wegner

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Re: [otrs] Agent Replies to Customers via Email
by Paul Schouten 17 Jul '05

17 Jul '05

Hi Michael, I usually respond back to the user by e-mail using a follow-up. Main reason is that we are testing OTRS and do not have the users send mail directly to OTRS yet. I send the user e-mail with the ticket number in the subject header and copy the OTRS system. OTRS captures the e-mail and adds it as follow up to the correct ticket. For closing/changing states of tickets I use the web interface. This would work for a blackberry as well. Best regards, Paul >When a customer submits an email to OTRS a new ticket is generated and >agents are notified. > >Is there a way to allow agents to response to the customer ticket via >email instead of having to use the Agent web interface? That way an >agent could reply via a Blackberry and close the ticket when they are >back in the office. > >Michael Bush

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Managing tickets using email
by Shri Shrikumar 17 Jul '05

17 Jul '05

Hi All, I found a discussion about this on the mailing lists ages ago and wondered if there was an update. Basically, what I am looking for is functionality similar to how request tracker works. There is an email address setup to which all requests are emailed like support(a)example.com. When the system receives an email, it sends off the email to all the subscribers and requestor (in this case to everyone who has this queue as their queue) with a ticker id. Any of the parties who recieved this email can now reply to it which would distribute it back to the same list. In essence, it creates a mini mailing list. The ticket would be closed from the web front-end. I appreciate concerns re: race conditions and am quite happy for the system to not worry about race conditions at this time. Would it be possible to set the system up as per above? Alternatively, is it possible to get the system to email out as From: the currently logged in user but with a reply-to that will bring the email back into the system? I am trying to personalise the tracking while still tracking all communications. Any help in trying to acheive this would be greatly appreciated. Thanks and best wishes, Shri -- Shri Shrikumar Project Manager Kraya Solutions Edinburgh t: 0845 644 4745 m: 0773 980 3499 w: www.kraya.co.uk

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Using apostrophes in the subject causing problems
by Sheline, Carl (LLU) 05 Jul '05

05 Jul '05

I'm using OTRS 1.3.2 When I create a phone ticket and type "someone's computer needs blah blah" in the subject and then finish out filling the rest of the ticket and then click on create I get this error message: Error: called with 2 bind variables when 0 are needed, SQL: 'INSERT INTO article (ticket_id, article_type_id, article_sender_type_id, a_from, a_reply_to, a_to, a_cc, a_subject, a_message_id, a_body, a_content_type, content_path, valid_id, incoming_time, create_time, create_by, change_time, change_by) VALUES (36, 5, 3, '"csheline csheline" <csheline(a)llu.edu>', '', 'normal', '', 'carl\'s computer', '', ?, 'text/plain\; charset=iso-8859-15', ?, 1, 1120157813, current_timestamp, 2, current_timestamp, 2)' So I hit the back button take out the apostrophe and create the ticket no problem. But the error message generated a ticket ID without an article. I delete the ticket ID and everything seems ok. I have 2 questions: 1. Can I use apostrophes at all? 2. Every time I get an error message like the one above will I get data corruption? Thanks, Carl Sheline School of Dentistry Loma Linda University

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Search "text" field case sensitive?
by Sheline, Carl (LLU) 04 Jul '05

04 Jul '05

In Otrs 1.3.2 full text search field appears to be case sensitive. Any way to fix this?

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RE: [otrs] Using apostrophes in the subject causing problems
by Sheline, Carl (LLU) 04 Jul '05

04 Jul '05

I'm using Postgresql instead of mysql. Would this error have occurred using mysql? It shouldn't matter because sql is sql right? OTRS devs: is mysql the preferred database for otrs? Thanks, Carl -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jeremy Blain Sent: Thursday, June 30, 2005 12:18 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Using apostrophes in the subject causing problems This sounds like an sql escaping issue, where placeholders or proper quoting should be used for all the data, but isn't correct. (this is potentially a security issue too) I've filed a bug report about it http://bugs.otrs.org/show_bug.cgi?id=809 Sheline, Carl (LLU) wrote: >I'm using OTRS 1.3.2 > >When I create a phone ticket and type "someone's computer needs blah >blah" in the subject and then finish out filling the rest of the ticket >and then click on create I get this error message: > >Error: called with 2 bind variables when 0 are needed, SQL: 'INSERT >INTO article (ticket_id, article_type_id, article_sender_type_id, >a_from, a_reply_to, a_to, a_cc, a_subject, a_message_id, a_body, >a_content_type, content_path, valid_id, incoming_time, create_time, >create_by, change_time, change_by) VALUES (36, 5, 3, '"csheline >csheline" <csheline(a)llu.edu>', '', 'normal', '', 'carl\'s computer', >'', ?, 'text/plain\; charset=iso-8859-15', ?, 1, 1120157813, >current_timestamp, 2, current_timestamp, 2)' > > >So I hit the back button take out the apostrophe and create the ticket >no problem. > >But the error message generated a ticket ID without an article. I >delete the ticket ID and everything seems ok. > >I have 2 questions: > >1. Can I use apostrophes at all? > >2. Every time I get an error message like the one above will I get >data corruption? > >Thanks, > >Carl Sheline >School of Dentistry >Loma Linda University >_______________________________________________ >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? > > _______________________________________________ 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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Filters and redirects
by Frank Cases 30 Jun '05

30 Jun '05

Basicaly im trying to do this if email is sent to support@ i will autoreply with please use online form at www.xxxxxx/form so i can grab accoundid with it. and tag it to X-username problem is i need to use same email. so basicaly if not X-username then send XX message if there treat as ticket Any help , info ?

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