June 2005 - otrs - OTRS mailing lists

Combining messages...
by Francois Meehan 14 Jun '05

14 Jun '05

Hi all, I have just started to play around with OTRS, I like what I see, kudo for the developpers. Is it possible, when a customer replies to an auto response, to combined the new email with the original ticket, in other words, can you combined tickets? Best regards, Francois Random Thought: ---------------

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locked ticket
by viktorija 14 Jun '05

14 Jun '05

Hello, i am new to OTRS. I have freshly installed OTRS system with users and all is running perfectly, but i have one question. I need following thing: users must see other users locked tickets. For example: If John wants to see all locked tickets by Sara, he for example press some buttons or something like this. But case of Search->User name there will be displayed all tickets which this user had and have now - is not acceptable for me. Please give me some solutions. With best Regards, Viktorija

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Admin user security.
by Henry Chan 14 Jun '05

14 Jun '05

Hi! I think there should be a restriction on at least one admin user have all user privilage, because what if you take off every admin user's privilage and none of them can go back to the "admin area"? Where is the admin rw privilage stored ? Is it in the mysql table? or a pm file? Is it a safe place? Henry

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RE: [otrs] wats diference between pending auto close + and - ?
by Cainkar, Paul 11 Jun '05

11 Jun '05

I believe this was in the docs, but + and - distinguish a successful or unsucessful close, respectively. -----Original Message----- From: Frank Cases [mailto:fcases@teliax.com] Sent: Fri 6/10/2005 4:57 PM To: otrs(a)otrs.org Cc: Subject: [otrs] wats diference between pending auto close + and - ? wats diference between pending auto close + and - ??/ _______________________________________________ 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] Newbie: Questions on product.
by Baughn,Jeff 10 Jun '05

10 Jun '05

I am also looking for this exact feature. If OTRS had something like this, it would cover 95% of what I need. I don't want to have to create 20-30 queues. I'd rather the categories be presented when submitting the new ticket. > > > > It really depends on what you're trying to achieve. I'm sure some > simple > html editing could result in their selection being placed in the > beginning > of the ticket text, but this would make statistical generation > troublesome. > You could use cascading queues... this would be ideal if the different > requests went to different teams. I'm sure someone else will chime in > with > some other ideas. > > > > > > > > _____ > > From: Dave Morrow [mailto:david.morrow@autodata.net] > Sent: Monday, May 30, 2005 7:01 PM > To: otrs(a)otrs.org > Subject: [otrs] Newbie: Questions on product. > > Hi all. I am just looking at OTRS for my first time and was wondering > if > someone can answer one question for me that the demo does not seem to > answer. > > > > For my installation it is critical that when a user enters a trouble > ticket, > he/she should be presented with a list of categories and sub-categories > which define the type of issue they are experiencing. For example; a > major > category would be hardware, with a sub-category of "Monitors". Is this > possible with OTRS? > >

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wats diference between pending auto close + and - ?
by Frank Cases 10 Jun '05

10 Jun '05

wats diference between pending auto close + and - ??/

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Help please
by setiembre setiembre 09 Jun '05

09 Jun '05

Hello I have a group in which there are 4 users with different permissions, two of them have all the permissions and the other two the one of ro, create and to owner the problem is when a new single mail arrives it can read those that have all the permissions, and those that have all the permissions wish to give like ownner to the other two of the group they cannot see it in menu drop-down single appear those that have all the permissions, but I believe that they to appear all those that in the tail. If somebody could help thanks please me René

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Help please
by setiembre setiembre 09 Jun '05

09 Jun '05

hello I am creating usuary each one with certain permissions, but when shipment a mail to certain tail with certain group and users with certain permissions (example some single usuary read) must have all the permissions, otherwise they cannot see the mail, that I can do so that works correctly, the permissions. Thanks to which can help me René

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Character Set Conversion error
by Victorio Sam 08 Jun '05

08 Jun '05

Hi, I am running into the exact error that the post below had with character set encoding. I tried changing the encoding to utf-8 in the Config.pm file to Config.pm: $Self->{DefaultCharset} = 'utf-8'; But it does not seem to work and it creates other errors, such as -e: Malformed UTF-8 character (unexpected non-continuation byte 0x6b, immediately after start byte 0xe6) in substitution iterator at /opt/otrs//Kernel/Output/HTML/Generic.pm line 664. Does anybody know how to change the character set? I heard that RH 8/9 have problems with UTF-8 and I am running RedHat 9. Does anybody have UTF-8 working on RedHat 9? Thanks in advance any help, -Vic Joerg Friedrich Joerg.Dieter.Friedrich at uni-konstanz.de <mailto:dev%40otrs.org?Subject=%5Bdev%5D%20Problems%20with%20otrs&In-Reply-To=20040617070833.GI6267%40esanta.pureserver.info> Tue Jun 22 08:59:09 CEST 2004 * Previous message: [dev] Problems with otrs <http://lists.otrs.org/pipermail/dev/2004-June/000568.html> * Next message: [dev] Problems with otrs <http://lists.otrs.org/pipermail/dev/2004-June/000572.html> * Messages sorted by: [ date ] <http://lists.otrs.org/pipermail/dev/2004-June/date.html#569> [ thread ] <http://lists.otrs.org/pipermail/dev/2004-June/thread.html#569> [ subject ] <http://lists.otrs.org/pipermail/dev/2004-June/subject.html#569> [ author ] <http://lists.otrs.org/pipermail/dev/2004-June/author.html#569> ________________________________ Hi, yesterday I tried to get the reason of these problems, because I noticed that otrs is only slow for my account, no other user has the same problems. Martin Edenhofer schrieb am Donnerstag, 17. Juni 2004 um 09:08:33 +0200: > On Tue, Jun 15, 2004 at 07:24:10AM +0200, Joerg Friedrich wrote: > > a few days I noticed that our otrs-system is very slow. > > But only when I browse through the queues, every other page is as fast > > as usual, so I thought, the problem is somewhere else. > > > > I just realized, that everytime someone clicks on "Queue View" or any > > queue the load on the Server jumps at 100% running 'postmaster' for > > about 5 seconds, then the queue is displayed and the server load is at > > zero. > > > > now I found in apache errorlog: > > > > Charset encode 'unicode-1-1-utf-7' -=> 'iso-8859-15' (postmaster at digitalworkshop.com <http://lists.otrs.org/cgi-bin/listinfo/dev> ) not supported! > > Charset encode 'unicode-1-1-utf-7' -=> 'iso-8859-15' (rz.ca at uni-konstanz.de <http://lists.otrs.org/cgi-bin/listinfo/dev> ) not supported! > > Charset encode 'unicode-1-1-utf-7' -=> 'iso-8859-15' (Delivery Status Notification (Failure)) not supported! > > Charset encode 'unicode-1-1-utf-7' -=> 'iso-8859-15' (This is an automatically generated Delivery Status Notification. > > [...] > > This is just a message that perl can't convert "unicode-1-1-utf-7" chateset > to "iso-8859-15" charset. Because perl can't convert "unicode-1-1-utf-7" charsets. > > I would guess that this is an database problem. How many open tickets in the > system? How many tickets in the system? What database do you use? > 1. the four messages could be delivered, by switching the otrs charset to utf-8. 2. the heavy load the machine has, when I access the queue view is a db problem. I use postgres. Number of tickets ~7000. I tracked this down to this query: SELECT t.id, a.article_sender_type_id, a.incoming_time, q.escalation_time, a.id, t.ticket_priority_id FROM article a, queue q, ticket t WHERE t.ticket_answered != 1 AND q.escalation_time != 0 AND t.ticket_state_id in ( 1, 4, 6, 7, 8 ) AND t.id = a.ticket_id AND q.id = t.queue_id AND q.group_id IN ( 2, 3, 4, 10, 1, 12, 7,6 ) AND t.ticket_lock_id in ( 1, 3 ) ORDER BY t.id, t.ticket_priority_id DESC, a.incoming_time LIMIT 1500 postgres needed ~15 sec to perform it. removing one queue from my rw-queues, and the query is done in less than a second. this is a postgres problem. -- Jörg Friedrich There are only 10 types of people: Those who understand binary and those who don't.

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RE: [otrs] Emails
by Peter van Beugen 08 Jun '05

08 Jun '05

RTFM :-)) Copied from the manual: ----------------- OTRS has many config options. There are two config files. Kernel/Config.pm and Kernel/Config/Defaults.pm. Kernel/Config/Defaults.pm is the default config file which should not be changed. You will find all possible config options in this file. Is quite simple to read. Kernel/Config.pm.dist is the example file for Kernel/Config.pm (custom config file) which must be copied (cp Kernel/Config.pm.dist Kernel/Config.pm). How it works! The Kernel/Config/Defaults.pm (default config settings) is loaded at first, then the Kernel/Config.pm (custom config file). So if you want to change the default config settings, copy (copy and paste) the needed options from Kernel/Config/Defaults.pm into Kernel/Config.pm and change the values like you want. ----------------- Regards, Peter -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Graeme Brough Sent: woensdag 8 juni 2005 13:07 To: User questions and discussions about OTRS.org Subject: Re: [otrs] Emails Hi Richard, I have often wondered that myself, but never had the time to investigate further, I suspect it may actually be Default.pm, but that is an absolute guess with no substance. Perhaps one of our fellow list members may be able to enlighten us. Over to you guys :-) Graeme Richard Hamson wrote: > Graeme, > > That was a big help - many thanks. Out of interest I only noticed this code > in the Defaults.pm file and nowhere else. Where does OTRS draw the default > configuration from if the code doesnt appear in the Config.pm file? > > Regards > > Richard > > >>From: Graeme Brough <Graeme.Brough(a)Sun.COM> >>Reply-To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> >>To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> >>CC: dev(a)otrs.org >>Subject: Re: [otrs] Emails >>Date: Wed, 08 Jun 2005 09:21:05 +0100 >> >>Hi Richard, >> >>To reformat your outgoing OTRS Email, simply add the following to Config.pm >>: >> >>$Self->{ResponseFormat} = '$Data{"Salutation"} >> >>$Data{"StdResponse"} >> >>$Data{"OrigFrom"} $Text{"wrote"}: >>$Data{"Body"} >> >>$Data{"Signature"} >>'; >> >>If you don't want the original message displayed remove : >> >>$Data{"OrigFrom"} $Text{"wrote"}: >>$Data{"Body"} >> >>HTH >> >>Graeme >> >>Richard Hamson wrote: >> >>>Guys, >>> >>>What I am after is some advice on amending the way email text is setup. >>>Below is an example from an email from Christian. You can see that the >>>salutation 'Hi Owen' is added and then the new text is added below the >>>original mail. >>> >>>Is it possible to change this so new text is automatically added above >> >>the >> >>>original mail - or possibly get rid of the original mail text >> >>altogether? >> >>>Cheers >>> >>>Hi Owen, >>> >>>On Di, Jun 07, 2005 at 09:07:35 -0600, Owen Stenseth wrote: >>> >>> >>>>>Would you please open a report with the error message on this problem >> >>in >> >>>>>our bugzilla system on >>>> >>>>Done. >>>> >>>> >>>> >>>>>http://bugs.otrs.org >>>>> >>>>>Please include your patch in this report also. >>>> >>>>And Done. >>> >>> >>>Thanks a lot! >>> >>>_________________________________________________________________ >>>Want to block unwanted pop-ups? Download the free MSN Toolbar now! >>>http://toolbar.msn.co.uk/ >>> >>>_______________________________________________ >>>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/ >> >>-- >>~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ >> >>NOTICE: This email message is for the sole use of the intended >>recipient(s) and may contain confidential and privileged information. >>Any unauthorized review, use, disclosure or distribution is prohibited. >>If you are not the intended recipient, please contact the sender by >>reply email and destroy all copies of the original message. >> >>~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ >> >>_______________________________________________ >>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/ > > a > > _________________________________________________________________ > Winks & nudges are here - download MSN Messenger 7.0 today! > http://messenger.msn.co.uk > > _______________________________________________ > 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/ -- ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ _______________________________________________ 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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