August 2005 - otrs - OTRS mailing lists

Move ticket to different queue if nothing happens ...
by Niels Kueck 23 Aug '05

23 Aug '05

Hi, we have an installation with one 1st level support queue and several 2nd level queues. If 1st level cannot answer the ticket they will move the ticket to one of the 2nd level queues. Depending on the ticket content. What we would like to have is an automatically action to move the ticket back to the 1st level queue if the guys from the 2nd level don't handle the ticket within 2 days. I thought that this should be possible with the generic agent, but in the generic agent configuration - I can just see the default queues like Junk, Spam, Postmaster, but not my own ones. - I don't see any possibility to filter for tickets with '2 days without action'. Does anyone has an idea how to get this working ? Thanks, Niels Kueck. -- 5 GB Mailbox, 50 FreeSMS http://www.gmx.net/de/go/promail +++ GMX - die erste Adresse f�r Mail, Message, More +++

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Error when running cronjob on Debian
by Danie 23 Aug '05

23 Aug '05

Hi , I'm getting the following error everytime I want to run otrs_postmaster_pop3: Subject: Cron <otrs@jupiter> otrs /usr/share/otrs/bin/PostMasterPOP3.pl >> /dev/null X-Cron-Env: <SHELL=/bin/sh> X-Cron-Env: <HOME=/usr/share/otrs> X-Cron-Env: <PATH=/usr/bin:/bin> X-Cron-Env: <LOGNAME=otrs> Date: Tue, 23 Aug 2005 10:23:01 +0200 (SAST) /bin/sh: otrs: command not found As I am not that familiar with cron not sure where to start looking for this. I change my shell to /bin/bash as well but to no avail. Any help/tips would be appreciated. Also it seems installation documentation on Debian systems are non existent? If anyone has howtos/links that would be greatly appreciated. TIA -- Regards , @-----------------------------@ | Danie Theron | | Systems 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. "Time is an illusion. Lunchtime double so." (Douglas Adams.) ------------------------------------------------------------------------------------------------------------------------------------------ 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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Email configuration questions
by James Marcinek 22 Aug '05

22 Aug '05

Hello Everyone, I just started using OTRS and have configuration questions that I hope someone can answer for me. I have been reading through the manual but I'm not getting enough out of it to grab the concepts. I set OTRS on a CentOS 4(open source RHEL) running apache and mysqld. This has been setup and is running. Our email server is on an exchange system. Although I've seen the POP3 settings, I would appreciate it if somebody could explain how to setup access to the mail server. If I use the web gui to create an email account do I still have to automate a cron job to get mail? Should I use more than one email account to recieve mails? What mail account is used to send emails from OTRS (and how to set it up to authenticate and send to exchange). Thanks, James

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Generic Agent Web-interface and Cron job relationship
by nuttapong 22 Aug '05

22 Aug '05

Dear all, I'm seeking clarification on the relationship between Generic Agent (set up via Web-interface) and Cron Job setting. As we can specify or set the Generic agent job to be run via Web interface, do we still need to set up the cron job to run the GenericAgent.pl? I had set up one Generic agent job (using web-interface)to delete the ticket that I had move it to Junk queue every 10:30 am Manday, without setting up cron job. It seem to me that the job never get execute by itself as the pre-config schedule (I can click Run Now to execute the job manually). Or if I have to set up the cron job to execute my Web-interface generic Agent job, can anyone give me the step to do so? With best regards Nuttapong

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Tickets locked after close
by UIUC Library OTRS Admin 22 Aug '05

22 Aug '05

There seems to be a strange inconsistency when closing tickets one-by-one and when closing via bulk action. If a ticket arrives and I immediately choose to close it (e.g., it is obvious spam), then the ticket closes and unlocks. However, if I choose to close it by using the bulk action method, the ticket closes but remains locked by me. (Note that the lock pulldown is selected to be "Unlock ticket.) This second behavior is a problem since I do now want to have to then go in and unlock all the tickets I have just closed. Is this the way bulk action is supposed to work? Thanks, UIUC Library OTRS admin

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customize customer.pl
by anushya beauty 22 Aug '05

22 Aug '05

Hi, I want to customize customer.pl. Actually when we login to the customer.pl, it directly shows the MyTickets page. I want to customize like to show some other page. For example, I created MyProperty page which contains the details of the property that we are dealing. What I want is, when I login to customer.pl it should directly show the MyProperty page. I tried to find the solution. But I failed. Anybody could you please help me to achieve what I want?. Thanks in advance, with regards, G.Anushya. with regards,G.Anushya,anushya(a)wellspringsystems.com ____________________________________________________ Send a rakhi to your brother, buy gifts and win attractive prizes. Log on to http://in.promos.yahoo.com/rakhi/index.html

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map to a group limited access to admin module
by Anton Todorov 22 Aug '05

22 Aug '05

Hi, What is the right way toimplement this? I am using http://doc.otrs.org/cvs/en/html/permission-module.html as reference. 1. Created grup 'managecust' and map 'rw' rights to test agent 2. added to Kernel/Config.pm $Self->{'Module::Permission'}->{'AdminCustomerUser'} = ['admin', 'managecust']; 3. added to AgentNavigationBar.dtl <a href="$Env{"Baselink"}Action=AdminCustomerUser">ManageCust</a> 4. When I am loggied in by test agent the system displays "No Permission!" I am looking for some typo, but not found solution yet. Otrs 2.0.x Debian 3.1 (Sarge) still not using mod_perl Best Regards, Anton Todorov

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Unlock timeout
by nuttapong 22 Aug '05

22 Aug '05

Dear all, I have some point regarding configuration of Queue Ticket Unlock timeout setting to seek guidance, In the Queue setting it said "If an agent locks a ticket and he/she will not send an answer within this time, the ticket will be unlock automatically. So the ticket is viewable for all other agents." I had set it to 5 which suppose to mean after 5 minute the ticket should be unlock and the other agent shall able to see the ticket, but it seem to be not working! Is there any trick or step that I might miss out? Do I have to set up a cron job to unlock the ticket? I'm still on OTRS 1.3.2 on Suse 9.3 and Apche 2.0 Best Rgds Nuttapong

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Getting mail into OTRS
by berg＠san.rr.com 20 Aug '05

20 Aug '05

I'm looking for some help getting email into OTRS 2.0. I can access otrs via the webserver and I can see that fetchmail is getting the mail. It's connecting to my IMAP server and dropping the mail into /var/mail/otrs but I'm not sure where to go next. For background the OS is SuSE 9.3 Pro. I installed OTRS via the SuSE rpm and the webserver is Apache 2.0. Procmail is running. Thanks, Joel

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show all caller's tickets
by Baughn,Jeff 19 Aug '05

19 Aug '05

How can I modify the system so that when an agent takes a phone call from a user and inputs that user's username or customer ID into a new phone ticket, OTRS will pull up all of that customer's tickets or history at the bottom of the screen? I thought it did so when I was evaluating OTRS, but now that I have an actual install that I'm going to roll-out, I can't seem to get it working again. Thanks. -Jeff

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