July 2005 - otrs - OTRS mailing lists

RE: [otrs] Accessing Attachments saved to FS outside of OTRS
by Keith Mitchell 22 Jul '05

22 Jul '05

Thanks Victor. Of course I'm using Winblows. I'm curious whether this method would work on binaries. I tried something on Windows with GNU SED for Windows, but no joy (at least on the binaries). I suspect the problem may lie in the whole LF => CR/LF problem along with the prepended line. Ended up writing the attachments to the DB and writing ASP code to write out the BLOBs to Files... -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Victor Rodriguez Cortes Sent: Friday, July 22, 2005 6:02 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Accessing Attachments saved to FS outside of OTRS Hi!! On 21 Jul 2005 at 10:45, Keith Mitchell wrote: > *bump* never got an answer on this one... I remember thinking about replying, but I didn't! Lets go... > -----Original Message----- > Is there an easy way to access attachments saved to the FS from > outside of OTRS? BTW, if you're using filesystem as article storage, they can be located at: $OTRSHOME/var/article/[year]/[month]/[day]/[dont know]/file > I notice that OTRS prepends the first line of the attachment with the > MIME type and filename. Is there an easy way to change this behavior > so I can manipulate the files via the filesystem without having to > tail them? If you're using Linux/unix, a good solution could be to create an alias: alias otrscat='sed 1d $1' Then, using otrscat against any OTRS article file will remove the first line and display the file in your terminal. With: otrscat otrsfile.ext > otrsfile.stripped.ext Or simply use "sed 1d otrsfile.ext > otrsfile.stripped.ext" ;-) You can redirect the output and have a new file on your disk identical to the one attached to the original mail. It's also possible to make a script to copy the article tree to a different directory (OTRS needs the files as it stores them), and then removes the first line of the all the files in the directory tree... Do it every night and you'll have all your attachments available ;) Regards, --- Victor R. Rodriguez Departamento de Sistemas Valoraciones del Mediterraneo, S.A. --- _______________________________________________ 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 f?r Ihr OTRS System? => http://www.otrs.de/

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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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upgrading
by Luis Fernando 22 Jul '05

22 Jul '05

hello I'm running OTRS 1.1.3 on a shared hosting So I don't have access for stopping/starting MySQL, to directories like var/, etc... When I first installed OTRS it wasn't an easy task... I had to change some paths on sources to make it works ok Now I ended up with OTRS installed on /home/username/otrs/ I have directories like /home/username/otrs/var/, /home/username/otrs/Kernel/, and so on the "problem": I want to upgrade to the newer version How do you suggest me to do this? Thanks, Luis Fernando

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RE: [otrs] MySQL upgrade question
by Peter van Beugen 22 Jul '05

22 Jul '05

I'm running OTRS 1.3.2 with MySQL 4.1. No problems Regards, Peter -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Chris Peterson Sent: vrijdag 22 juli 2005 17:12 To: otrs(a)otrs.org Subject: [otrs] MySQL upgrade question Hello, I am running OTRS 1.2.3. The version of MySQL included in the install package was 4.0. I am planning on putting another application on this server that requires MySQL 4.1, however. Does anyone know if this will cause any problems with my current installation of OTRS? Thanks, Christopher J. Peterson Compulit, A Pitney Bowes Company (616)285-9590 cpeterso(a)compulit.com _______________________________________________ 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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MySQL upgrade question
by Chris Peterson 22 Jul '05

22 Jul '05

Hello, I am running OTRS 1.2.3. The version of MySQL included in the install package was 4.0. I am planning on putting another application on this server that requires MySQL 4.1, however. Does anyone know if this will cause any problems with my current installation of OTRS? Thanks, Christopher J. Peterson Compulit, A Pitney Bowes Company (616)285-9590 cpeterso(a)compulit.com

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OTRS Variables.
by Mark J. Nernberg 22 Jul '05

22 Jul '05

Is there a list, somewhere of all of the variables which can be used in responses (such as <OTRS_CUSTOMER_REALNAME> I thought I had seen one somewhere, but for the life of me I can't find it! -- Mark J. Nernberg Director of Technology Downtown Help Desk (412)478-6262 (cell) (412)232-0710 (fax) http://www.downtownhelpdesk.com

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Question about notifications
by Léonard Wauters 22 Jul '05

22 Jul '05

Hello, We are currently massively using notification messages from OTRS (the ones that are set in Admin area / notifications). I found that the automatic sending different messages are controlled in these menus (tell me if I'm wrong) : Client:OwnerUpdate : In the Queue menu, setting "Customer OwnerNotify: " Client:QueueUpdate : In the Queue menu, setting "Customer Move Notify: " Client:StateUpdate : In the Queue menu, setting "Customer State Notify: " Agent:AddNote : (?) Agent:Escalation : (?) Agent:FollowUp : In the user preferences, Follow up notification item Agent:LockTimeOut : In the user preferences, Ticket lock timeout notification item Agent:Move : In the user preferences, Move notification item Agent:NewTicket : In the user preferences, New ticket notification item Agent:OwnerUpdate : In the Queue menu, setting "Customer OwnerNotify: " Agent:PendingReminder : (?) So, it seems that the same parameter (Queue menu, setting "Customer OwnerNotify") is used for notifying both clients and agents. But, in my case, I do not want clients to be notified of a OwnerUpdate. How can I do it ? is there a config parameter holding that or any other solution ? Thanks a lot for your help. Greetings Léonard Wauters.

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RE: [otrs] Accessing Attachments saved to FS outside of OTRS
by Keith Mitchell 22 Jul '05

22 Jul '05

*bump* never got an answer on this one... -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Keith Mitchell Sent: Wednesday, July 06, 2005 11:28 AM To: otrs(a)otrs.org Subject: [otrs] Accessing Attachments saved to FS outside of OTRS Is there an easy way to access attachments saved to the FS from outside of OTRS? I notice that OTRS prepends the first line of the attachment with the MIME type and filename. Is there an easy way to change this behavior so I can manipulate the files via the filesystem without having to tail them? _______________________________________________ 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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Question : Emailing
by Danie Theron 22 Jul '05

22 Jul '05

Just a quick newbie question. I see it is possible to incorporate OTRS into existing IMAP mail servers etc. Does this imply that an agent/customer can merely reply to an emailed ticket and it will be updated on the OTRS system? I might be getting ahead of myself :) , or can it become a future request...:P -- Regards , @-----------------------------@ | Danie Theron | | Network Administrator | | Verpakt Management Services | | email : danie(a)verpakt.com | | tel : +2711 6020117 | @-----------------------------@ If you dislike change, you're going to dislike being irrelevant even more. Only two things are infinite, the universe and human stupidity, and I'm not sure about the former. ------------------------------------------------------------------------------------------------------------------------------------------ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. ------------------------------------------------------------------------------------------------------------------------------------------

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Questions about OTRS
by Léonard Wauters 22 Jul '05

22 Jul '05

Hello, I am currently installing OTRS ver 1.3.2 at my office for internal use. We found this software great, and had very few problem during installation. We are currently tuning it for our internal use and creating our own template. However, I did not find informations on the documentation or config file about the following problem : When a ticket enters into OTRS, depending on the queue it enters in, it gets a "Escalation time". Passed this escalation time, when an agents clicks on "queue view", he only sees the escalated ticket, and there is no possibility for him to see the other tickets in the other queues. The problem is that everyone sees the escalated tickets, and not only the ticket owner. Is there a way to bind escalation tickets only for the ticket owner and not for all agents ? I couldn't find how to set it, and I'm wondering if it is possible. Thanks for your help, Greetings Léonard Wauters.

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