August 2005 - otrs - OTRS mailing lists

How to display open tickets in queues from seperate page
by Rudi Kramer 29 Aug '05

29 Aug '05

Good Morning, My company has recently purchase a couple of wallboards and they would like the queue view displayed as a sinlge line on the screens: e.g queue (2) customer emails (10) The only way I can think about doing this is by building a new php page which pulls the data from the database but that's about where I get horribley stuck. Can someone point me in the right direction or perhaps give me a sample sql script which I can then modify? Thanks Rudi _____________________________________________________________________ For super low premiums, click here http://www.dialdirect.co.za/quote http://www.webmail.co.za the South African FREE email service

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Re: Problem with attachments using default charset UTF-8
by Rainer Hasenzagl 29 Aug '05

29 Aug '05

The problem has been solved with Generic.pm Version 1.192. Downloadable via OTRS CVS System: http://otrs.org/cvs/ Thx to Martin Edenhofer how has corrected this problem. "Matthias Müller" <Matthias.Wegner(a)cimt-ag.de> schrieb im Newsbeitrag news:430C80C2.7010602@cimt-ag.de... > Rainer Hasenzagl wrote: > >> >> If I switch the default charset from 'iso-8859-1' to 'UTF-8' in OTRS >> config (Config.pm), I cannot open any attachment (sent by an >> customer). (e.g. Adobe PDF- or Microsoft Word File or any other) >> >> If I switch back to 'iso-8859-1' everything works fine. >> So, I suggest that it is not an DB problem --> I save all attachments >> in the DB (MySQL) >> > > There seems to be a problem in otrs or Perl to distinguis between utf-8 > strings and binary Data in special situations. > Since utf-8 is expanding special chacters to 2 or 3 bytes, every binary > data gets corrupted when this is done accidentially. > In the db the data is only a blob and character set are not relevant, so > everything comes out as it went in. > We had a similar problem. When using utf-8 encoding we could not > foreward articels with binary attachments, since the base64 encoder did > not accept the Data and failed with "Wide character found". > We switched to iso-8859-1 and it works. > Sorry this is only an explanation, but no solution, since debugging this > problem is not easy. > > > > _______________________________________________ > 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/ > --------------------------------- Gesendet von Yahoo! Mail - Jetzt mit 1GB kostenlosem Speicher

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no connection to syslog available
by Emonet Jean-Bruno 29 Aug '05

29 Aug '05

Hello, When i try to log on index.pl or customer, i've got this error : SOFTWARE ERROR no connection to syslog available at ../..//Kernel/System/Log/SysLog.pm line 64 I don't understand, it worked well friday with the same configuration. Any ideas?? JB -- Emonet Jean-Bruno <jbemonet(a)cri74.org>

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Re: RSS feeds?
by Michael March 28 Aug '05

28 Aug '05

I have looked through-out the entire OTRS website and mailing lists and I can not find one mention of a RSS option for OTRS. Am I overlooking something or is RSS functionality not available at this point? Thanks! -- <admiral> Michael F. March <mmarch(a)gmail.com> "Seriously" - HSR Michael F. March ----- mmarch(a)gmail.com Ph: (415)462-1910 ---- Fax: (602)296-0400 P.O. Box 2254 ---- Phoenix, AZ 85002-2254 "Seriously" - HSR

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.procmailrc and recent sendmail
by Alexandre Ghisoli 26 Aug '05

26 Aug '05

Hi, I've upgraded to OTRS 2.0.2, glad to see the report fuctions working with PostgreSQL (referrer to my old post and the broken SQL query and the ORDER BY) So, now I've to change some the procmailrc to support sendmail 8.13 and the SPF (http://spf.pobox.com/) Sendmail add a new line into the message header that looks like : >From smmsp Fri Aug 26 19:34:39 2005 And otrs cannot manage this. So, just add this in the .procmailrc : :0 fhw : * ^>From.*20[0-9][0-9]$ | grep -vi '^>.*' Regards -- Alexandre

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use a different customer db(s)
by Daniel Balan 26 Aug '05

26 Aug '05

Hello OTRS, Let's say I have two customer dbs containing information about my customers. When a message is sent to my tech department I would like to read from those dbs and if the customer found (search after email address) to display some info and to set ticket priority to 4 (high). Does anyone have an implementation like this or have a clue on how to do it? 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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customer suport center
by Alexander Kardailsky 26 Aug '05

26 Aug '05

Dear otrs, I want to make separate pages for customer login, lost pass, create account. Is it possible to do? Also, is it possible to make customer registration with empty password? Thanks. -- Best regards, Alexander

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Working time feature
by Daniel Balan 26 Aug '05

26 Aug '05

Hi there, In the official release you can see as a feature: o WorkingTime feature for ticket time calculations support Does anybody use this one? How should it work? I was expecting the the WorkingTime to increase while editing a ticket but I can not see it. Thanks in advance. -- Daniel -- This message was scanned for spam and viruses by BitDefender. For more information please visit http://www.bitdefender.com/

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OTRS_USER_...
by Daniel Balan 26 Aug '05

26 Aug '05

Hello OTRS Team, I would like to use OTRS_USER_SALUTATION for my Responses/Salutations, but I think this it is not defined. Is there a way to define my own options using information from data base? Thanks in advance. Daniel -- This message was scanned for spam and viruses by BitDefender. For more information please visit http://www.bitdefender.com/

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RE: [otrs] User interface:Limited Queue access
by West, Bradley G. 26 Aug '05

26 Aug '05

I think I should have noted in my original reply Name of your first queue rather than First Queue Name I can understand where that could be read not as it was intended -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Dehnert James Sr Sent: Friday, August 26, 2005 1:16 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] User interface:Limited Queue access Ah ha! It was the First Queue Name in my instance that was the problem. Thanks! On Aug 26, 2005, at 10:04 AM, West, Bradley G. wrote: > It may be a simple syntax error. > > If you have a queue named Dispatch and you wanted it to appear to > the customer as Dispatches your line of code would be as follows: > > $Self->{CustomerPanelOwnSelection} = {'Dispatch' => > 'Dispatches'}; > > If you have a queue named Dispatch that is a subqueue of a > different queue called Tickets then your line of code would be like: > > $Self->{CustomerPanelOwnSelection} = {'Tickets::Dispatch' => > 'Dispatches'}; > > I hope this gets you where you need to be. > > Thanks, > > Brad > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Dehnert James Sr > Sent: Friday, August 26, 2005 11:45 AM > To: User questions and discussions about OTRS.org > Subject: RE: [otrs] User interface:Limited Queue access > > I still seem to be doing something wrong here... > > I added the following to my Config.pm > > # CustomerControlPanel Settings > $Self->{CustomerPanelOwnSelection} = {'First Queue Name' => > 'Dispatch'}; > because I want them to see the Dispatch queue ONLY. With this in > place Dispatch the only queue they see, but when a user tries to > enter a case they are getting the error below.. > > > > Error: Need TicketID! > > Comment: > > Traceback: > ERROR: OTRS-CGI-42 Perl: 5.8.6 OS: linux Time: Fri Aug 26 08:38:01 > 2005 > > Message: Need TicketID! > > Traceback (4900): > Module: Kernel::System::Ticket::Article::ArticleCreate (v1.91) > Line: 84 > Module: Kernel::Modules::CustomerTicketMessage::Run (v1.3) > Line: 311 > Module: Kernel::System::Web::InterfaceCustomer::Run (v1.6) > Line: 677 > Module: > ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_customer_2epl > :: > handler (v) Line: 48 > Module: (eval) (v1.36) Line: 202 > Module: ModPerl::RegistryCooker::run (v1.36) Line: 202 > Module: ModPerl::RegistryCooker::default_handler (v1.36) Line: 168 > Module: ModPerl::Registry::handler (v1.99) Line: 30 > > .. so, I commented line line out, restarted otrs and apache and > things are working again, but with all queues visible. > > Have I committed a minor syntax error up there? Or perhaps I need to > put this line in a specific place in the Config.pm. > > Any ideas? > > _______________________________________________ > 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/ > > _______________________________________________ > 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/ _______________________________________________ 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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