July 2005 - otrs - OTRS mailing lists

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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Email notifications for new tickets in queue
by Jason Lixfeld 15 Jul '05

15 Jul '05

Hello, OTRS is great. Very robust. Kudos to the dev team! Question: Is it possible to have OTRS notify either a queue specific email address or email the agents who are in the same group as the queue group when a new ticket is opened and/or a new request hits a queue (but does not auto-generate a ticket)? Basically, this question stems from a requirement to not require agents to necessarily be tied to their web browser in order to be notified of new tickets. Thanks in advance.

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Bulk action question.
by Mark Wallace 15 Jul '05

15 Jul '05

I want to close an entire series of tickets as the admin using the bulk feature. I select the tickets by using the adjacent checkbox, then click bulk-action. The dialog screen comes up, I enter something in the text area relating to closing a bulk amount of tickets. Then select the closed successful state. And all that happens is the tickets get locked, and remain in the original state. I tried this at the http://demo.otrs.org site as well with my installation. Does anyone know how this is supposed to work? Thanks

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deleting users
by Jason Joines 15 Jul '05

15 Jul '05

We've had a user leave and need to get rid of their account. Is it simply a matter of deleting the record for that user from the system_user table or do other things need to be done? Thanks, Jason Joines ===============================

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installation
by Luca Tebaldi 14 Jul '05

14 Jul '05

Hi I'm luca from Italy, i have a little proplem to install otrs from tar.gz in fodora core 4 basic configuration I have fact all the steps contained in http://doc.otrs.org/1.3/en/html/install-cli.html but the server have an internal server error [Thu Jul 14 13:45:36 2005] [error] [client [cut]] failed to resolve handler `Apache::Registry': Can't locate Apache/Registry.pm in @INC (@INC contains: /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.6/i386-linux-thread-multi /usr/lib/perl5/5.8.6 . /etc/httpd) at (eval 5) line 3.\n [Thu Jul 14 13:45:36 2005] [error] [client [cut]] failed to resolve handler `Apache::Registry': Can't locate Apache/Registry.pm in @INC (@INC contains: /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.6/i386-linux-thread-multi /usr/lib/perl5/5.8.6 . /etc/httpd) at (eval 5) line 3.\n where is my error??? thanks a lot Luca -- Luca Tebaldi <->-<->-<->-<->-<->-<->-<->-<->-<->-<->-<->-<->- Centro di Telematica dell' Universita di Ferrara http://www.unife.it/centel http://student.unife.it e-mail: luca(a)unife.it Phone +39.0532.97.4052 Fax +39.0532.248199 <->-<->-<->-<->-<->-<->-<->-<->-<->-<->-<->-<->-

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(no subject)
by Mark Wallace 14 Jul '05

14 Jul '05

I need a tag for the Notifications files that contains a customers phone number. Here is an example of the formatting we are using for the Agent::NewTicket and Agent::Move otrs notifications at the beginning of the body text. (Our agents want to know this information upfront from the email rather than linking to OTRS to view it). Ticket Number: # <OTRS_TICKET_NUMBER> Subject: <OTRS_CUSTOMER_SUBJECT> First Name: <OTRS_CUSTOMER_DATA_USERFIRSTNAME> Last Name: <OTRS_CUSTOMER_DATA_USERLASTNAME> E-mail: <OTRS_CUSTOMER_FROM> Phone: <OTRS_CUSTOMER_DATA_*> (PHONE??????) I am able to get all data except for the phone number in these two notifications. Can someone tell me how data is mapped to these tags and how I can change or create new tags? Thanks, Mark Wallace Building 258 / 232-27 650-604-2532

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RE: [otrs] installation
by West, Bradley G. 14 Jul '05

14 Jul '05

I had problems with OTRS 2.0 beta 2 using mod_perl2 under FC4 as well. The problem seemed to stem from the differences between mod_perl 1.99_xxx and the final release code. I ended up installing FC3 instead and it worked like a charm. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jeremy Blain Sent: Thursday, July 14, 2005 9:24 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] installation You are trying to run it under mod_perl, but have don't have the proper perl libraries installed. Luca Tebaldi wrote: > Hi I'm luca from Italy, > i have a little proplem to install otrs from tar.gz in fodora core 4 > basic configuration > I have fact all the steps contained in > http://doc.otrs.org/1.3/en/html/install-cli.html > but the server have an internal server error > > [Thu Jul 14 13:45:36 2005] [error] [client [cut]] failed to resolve > handler `Apache::Registry': Can't locate Apache/Registry.pm in @INC > (@INC contains: _______________________________________________ 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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Problem after upgrading from from 2.0 beta2 to 2.0 beta4
by Ken Kilgore 13 Jul '05

13 Jul '05

Can't use an undefined value as a HASH reference at ../..//Kernel/System/Ticket/Article.pm line 1101. The line referenced above is: if ($Param{ArticleID}) { return %{$Content[0]}; I get this when I click on the "locked tickets" link or from the "new messages" link. Any suggestions? -- Ken Kilgore ---------------------------------------------- When life hands you lemons just grab the salt and pass the Tequila.

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Re: [otrs] Ticket Age data
by duarte.cordeiro＠cm-lisboa.pt 13 Jul '05

13 Jul '05

you'll need to look at ticket_history. But search for all the rows that havfe that same ticket_id. After that, you just need to find the create action and the close... and do the math. Duarte

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