July 2005 - otrs - OTRS mailing lists

Emailing group when a ticket is closed
by Mark Wallace 28 Jul '05

28 Jul '05

Is there a way within OTRS to email the entire group when a ticket is closed by a group member? I have instructed our users to use the empty answer feature and manually insert our internal "group" email aliases. I would rather have it so that when a ticket is closed the whole group is auto notified by default by OTRS. This notifcation would inclued the customers problem and whatever solution was recomended. Thanks Mark W.

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Re: OTRS::Core::Error! Please help
by Nicolas Motte 28 Jul '05

28 Jul '05

thanks for your response but i have verify MySal pernissions and it is ok In fact i found an error in /etc/hosts file there were fill the wrong intranet I changed it and restart apache but i have the same error I t is lik the wrong address from hosts file is still in the memory Is there another config file for OTRS ? This sounds as MySQL permissions. MySQL uses a user:host permission scheme, and after the repair it seems that your OTRS is trying to connect using a different IP or interface to your DB server. In $OTRSHOME/Kernel/Config.pm chech for your database settings, specially the IP address OTRS it's connecting to. Then check for the correct permissions in MySQL: http://dev.mysql.com/doc/mysql/en/adding-users.html > > Hope this helps! Hi everybody, I had some big problem today, i have made some try on apache virtual host, apache did not work and now it is ok ! ouf ! But when i want to connect to OTRS i have this error : Error: Host 'intranet.marketing.com <http://intranet.marketing.com/>' is not allowed to connect to this MySQL server *Comment:* Please contact your admin *Bug Report:* *Traceback:* ERROR: OTRS-CGI-10 Perl: 5.8.0 OS: linux Time: Wed Jul 27 19:30:43 2005 Message: Host 'intranet.nacls.com <http://intranet.nacls.com/>' is not allowed to connect to this MySQL server Traceback (3517): Module: Kernel::System::DB::new (v1.40) Line: 222 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 124 Module: (eval) (v1.73) Line: 184 Module: ModPerl::RegistryCooker::run (v1.73) Line: 184 Module: ModPerl::RegistryCooker::default_handler (v1.73) Line: 154 Module: ModPerl::Registry::handler (v1.99) Line: 16 i do not understand because 'intranet.marketing.com<http://intranet.marketing.com/> is not my intranet but another one on my company network I guess it is only a little option somewhere but i did not find it ! Can anyone help me ? thanks Nicolas

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Subject of tickets
by Lara Abel 28 Jul '05

28 Jul '05

Hello all, Is it possible to change the subject of a ticket after it's been opened? Thanks, Lara

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New Customer User
by Karthik Narayan 28 Jul '05

28 Jul '05

Hello Everyone, I was testing the OTRS system, before releasing it to my customers. I have now customized every aspect that I need, but during the installation process, I used my own email address instead of a system address. Now when a new user is created, an email is being sent on my behalf (using my email address from the OTRS system) and I can't figure out where this is being accessed from. I changed the root@localhost email address, but the change is not being refected when a new user is created. Any help will be appreciated. Thanks, -- Karthik Narayan

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Matching against unlisted X-Headers
by Jason Lixfeld 28 Jul '05

28 Jul '05

I'd like to have PostMaster Filter match against a custom headers called X-First-Run-Is-Spam. Is there an easy way to do this without hacking around in the configuration files?

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changing subject format of tickets
by Yourhosting.nl > Peter Langenkamp 28 Jul '05

28 Jul '05

We would like to know if it is possible to change the location of the text "[Ticket: ######]" which is added by OTRS to the subject of a new email ticket. We would like to have it added at the end of the subject, instead of the start of the subject to which it is added now. Does anyone know if and how this can be done? Sincerely, Peter Langenkamp FirstFind

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closed notification & age query
by nsaliza＠nc.com.my 28 Jul '05

28 Jul '05

Dear All can u help me with this query 1. how to notify admin or other agent when the ticket is closed. 2. is there any way to auto stop the age when the ticket is closed. thank you in advance.

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Can I see ALL the System Log entries?
by Wes Plate 28 Jul '05

28 Jul '05

OTRS 1.3 /otrs/index.pl?Action=AdminLog When I look at the System Log, I can see recent events, but is there a way I can go somewhere to see the ENTIRE log so I can research events that didn't only just happen very-recently? -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

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Agent preferences defaults
by Jason Lixfeld 28 Jul '05

28 Jul '05

Is there a way to specify new agent preferences defaults? Basically, I have a queue called Support and another one called Sales. The Support is a member of group support and the Sales queue is a member of group sales. If a new agent named Joe is created, and he is a member of the support and sales groups, I would like Joe's preferences to automatically inherit certain user preferences, specifically automatic selection of the Support and Sales queues in My Queues so the agent will receive notifications for new tickets in these queues. The way it appears to work currently is that each agent needs to manually configure their preferences to include the Support and Sales queues in My Queues. The problem with that is if the agent fails to do this, they will never be made aware of new tickets in these queues, because the agents aren't always tied to their web browsers to see new tickets in the Queue View. Is this possible or is there another method I can use to achieve the same functionality?

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Customer User questions
by Rob Cas 28 Jul '05

28 Jul '05

Hi, I'm using OTRS 2.0.0b4. - Is there any way to delete a customer user? I can only see an option to mark a user as 'Invalid'. (An email to this list "Subject: Re: [otrs] Delete Customers + ChangeSystemEmailAddress" indicated that OTRS 1.2 would allow this functionality...) - Is there any way to add email addresses to the 'Address Book' without having to provide a full Customer User login? eg. You don't necessarily want them to have an account, but just want the email address easily accessible, say, for forwarding messages... Thanks in advance, Rob.

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