August 2005 - otrs - OTRS mailing lists

Change to auto generated tickets.
by Scott Sheridan 31 Aug '05

31 Aug '05

I can't seem to find where to change the from address on the response a person gets when they submit a ticket i.e (OTRS Notification Master) Thanks, Scott

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Re:[otrs] change state while adding a note
by maurizio.mont＠libero.it 31 Aug '05

31 Aug '05

Looking at the demo system, I realized that "change state" command doesn't appear in the "Note" form, not even in the standard installation. So, my question is: how can I change the state of a ticket? I know some transactions are implicit in "Pending" and "Close" forms, but how can I manually move a ticket to the "open" state? ____________________________________________________________ Libero Flat, sempre a 4 Mega a 19,95 euro al mese! Abbonati subito su http://www.libero.it

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Apache conflicting ScriptAlias with SUSE RPM install
by Leah Cunningham 31 Aug '05

31 Aug '05

I have noticed that the SUSE RPM sets up a /etc/apache2/conf.d/otrs.conf configuration file for Apache. However, this conflicts with the included /opt/otrs/scripts/apache2-httpd.include.conf and we get messages like this when Apache is started: Starting httpd2 (prefork) [Wed Aug 31 11:05:10 2005] [warn] The ScriptAlias directive in /opt/otrs/scripts/apache2-httpd.include.conf at line 6 will probably never match because it overlaps an earlier ScriptAlias. [Wed Aug 31 11:05:10 2005] [warn] The Alias directive in /opt/otrs/scripts/apache2-httpd.include.conf at line 7 will probably never match because it overlaps an earlier Alias. I am wondering what the correct solution is to this issue. Currently, i just rename the /etc/apache2/conf.d/otrs.conf to something like /etc/apache2/conf.d/otrs.conf.invalid and the system continues to function, but I was not sure if that was the correct solution. Cheers, Leah -- Leah Cunningham : d416-585-9971x692 : d416-703-5977 : m416-559-6511 Frauerpower! Co. : www.frauerpower.com : Toronto, ON Canada

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RE: [otrs] Ticket merge error
by Matthieu Dagoreau 31 Aug '05

31 Aug '05

Bug, seems to be solved in 2.0.2 : Changes in 2.0.2: ======== - fixed bug #877 - Error when merging tickets - Can't call method "LockSet" on an undefined value at Kernel/System/Ticket.pm - fixed bug #879 - "Wide character in subroutine" - mails with attachements in utf-8 mode - fixed bug #871 - Erroneous Content-Length fields are sent when downloading attachments - fixed bug #861 - Problems in faq attachments and postgresql backend - fixed broken download of public SMIME certs - fixed bug #847 - Broken download of public PGP keys - fixed bug #862 - Wrong sum for time acounting - fixed bug #811 - 404 Error for role link OTRS::Admin::Role <-> User - fixed bug #822 - Missing FAQID in TicketZoom for linked FAQ article - fixed bug #815 - Strange line in history - fixed bug #836 - GenericAgent (GUI based) seem to ignore priority - fixed not shown linked objects in faq zoom and print view - fixed bug #850 - Can't locate object method "KeySearch" error - fixed bug #874 - Password plaintext in UserLastPw - fixed bug #860 - Error in AgentTicketForward.pm, missing title in the warning for the owner check - added config option for defaul sortby and order in ticket search result in customer and agent interface - added missing merge params to Kernel/Config/Files/Ticket.xml - added add/delete option in SysConfig for NavBar - added warning message in customer panel on account create if invalid email address is given - removed default selections (UserSalutation) from CustomerUser config - removed not needed Kernel/Modules/FAQState.pm and not needed config setting - updated it translation - thanks to Giordano Bianchi! - updated nb_NO translation - thanks to Espen Stefansen! - updated pt_BR translation - thanks to Glau Messina! -----Message d'origine----- De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Leah Cunningham Envoyé : mercredi 31 août 2005 00:49 À : otrs(a)otrs.org Objet : [otrs] Ticket merge error Hi, When I try to merge a ticket, I get an error like this: Can't call method "LockSet" on an undefined value at /opt/otrs//Kernel/System/Ticket.pm line 3720, <PRODUCT> line 224. Does anyone have a clue what this is? Leah -- Leah Cunningham : d416-585-9971x692 : d416-703-5977 : m416-559-6511 Frauerpower! Co. : www.frauerpower.com : Toronto, ON Canada _______________________________________________ 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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PostMaster.pl error message
by Torgeir Vidnes 31 Aug '05

31 Aug '05

Hi I try to pipe a message to the PostMaster.pl script as suggested in the manual: cat /opt/otrs/doc/test-email-1.box | /opt/otrs/bin/PostMaster.pl Then I get the following error message: ERROR: OTRS-PM-10 Perl: 5.8.5 OS: linux Time: Wed Aug 31 13:37:37 2005 Message: Module 'Kernel::System::PostMaster::Filter::DAF' not found! Traceback (2969): Module: Kernel::System::PostMaster::Run (v1.52) Line: 251 Module: (eval) (v1.19) Line: 111 Module: /opt/otrs/bin/PostMaster.pl (v1.19) Line: 85 Any ideas how this can be fixed? Regards, Torgeir Vidnes

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Doubts
by KartheeK 31 Aug '05

31 Aug '05

Hello Everybody, I am a OTRS newbie, i have the following questions, 1] What is bulk action option used for? 2] What are Pending Auto and Pending remainder ticket states used for? 3] Will a locked ticket get escalated?, if not how can we do that? Regards KartheeK --------------------------------- Free antispam, antivirus and 1GB to save all your messages Only in Yahoo! Mail: http://in.mail.yahoo.com

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Attachment handling to multiple recipient
by nuttapong 31 Aug '05

31 Aug '05

Dear all, On my OTRS 1.3.2, I do encounter the problem when sending reply ticket with attachment to more than 1 recipient, (1 in To: and a few in CC :) the mail just not going out and I keep stuck to the reply page. I do remember that some might have ask the same question before but I could not find it in achieve. Can anyone give me a resolution please! With Best Rgds Nuttapong

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Move option
by Daniel Balan 31 Aug '05

31 Aug '05

Hello otrs, Using 1.3.2 I just need to select the new queue for a ticket and the ticket goes there (I do not need to click on "Move" button). Using 2.0.2 I have to select the new queue and then to click "Move". Where can I change this behavior (as in 1.3.2)? Thanks Daniel -- This message was scanned for spam and viruses by BitDefender. For more information please visit http://www.bitdefender.com/

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Where is note-external and question regarding autoresponse
by Leah Cunningham 30 Aug '05

30 Aug '05

Sorry for so many questions, The documentation mentions that you can have an internal and external note type, but I only seem to have internal available. How can I enable external notes? I am running version 2.0.1... I am also having a problem where an auto-response email is not sent even though I have mail arriving in the correct queue and the queue is set to send an automatic response. I am able to send responses to queue items without a problem. I am wondering where to begin looking to track this down. It doesn't look like the system even tries to send anything, as I do not see anything in the mail logs, at least. Leah -- Leah Cunningham : d416-585-9971x692 : d416-703-5977 : m416-559-6511 Frauerpower! Co. : www.frauerpower.com : Toronto, ON Canada

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Ticket merge error
by Leah Cunningham 30 Aug '05

30 Aug '05

Hi, When I try to merge a ticket, I get an error like this: Can't call method "LockSet" on an undefined value at /opt/otrs//Kernel/System/Ticket.pm line 3720, <PRODUCT> line 224. Does anyone have a clue what this is? Leah -- Leah Cunningham : d416-585-9971x692 : d416-703-5977 : m416-559-6511 Frauerpower! Co. : www.frauerpower.com : Toronto, ON Canada

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