September 2005 - otrs - OTRS mailing lists

configuration - ticket ownership
by Gabriela Rodriguez Beron 16 Sep '05

16 Sep '05

Hi!! Do you know if there is a way to configure otrs to not "hide" the tickets when somebody take them from the queue (when the ticket get an owner)? thanks, Gabriela

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RE: [otrs] Inserting company logo
by James Marcinek 16 Sep '05

16 Sep '05

Thanks Mike! "User questions and discussions about OTRS.org" <otrs(a)otrs.org> wrote: > Mine is in /opt/otrs/var/httpd/htdocs/images/Standard > > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of James Marcinek > Sent: Friday, September 16, 2005 10:26 AM > To: otrs(a)otrs.org > Subject: RE: [otrs] Inserting company logo > > Thanks Mike, > > I see the following: > > 'src="$Env{"Images""}mylogo.png"> </td>' > > Can you tell me what directory you put this into so I know where to place it? > I'm running linux (RH), I only need a general idea where to put it. > > Thanks, > > James > > > "User questions and discussions about OTRS.org" <otrs(a)otrs.org> > wrote: > > It is in the CustomerHeader.dtl file for whichever theme you are using. Here > is an extrac of mine... > > > >  > > <table border="0" width="100%" cellspacing="0" cellpadding="8"> > > <tr> > > <td width="120" class="header"><img border="0" align="left" > src="$Env{"Images""}mylogo.png"> </td> > > <td class="header">My Helpdesk</td> > > </tr> > > <tr> > > > > Mike > > > > -----Original Message----- > > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of James > Marcinek > > Sent: Friday, September 16, 2005 9:54 AM > > To: otrs(a)otrs.org > > Subject: [otrs] Inserting company logo > > > > Hello Everyone, > > > > Can someone point me to the file that I need to modify to put a company logo > in? > > I recall the customer logon site has this available. I believe it's in the > > CustomerHeader.dtl file. I found and modified the Syntax. I was looking for > the > > 'add logo here...' text (something like that anyway), but could not find it. > > > > Thanks, > > > > James > > > > _______________________________________________ > > 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/ > > > > > > > > This email may contain material that is confidential, privileged and/or > attorney work product for the sole use of the intended recipient. Any review, > reliance or distribution by others or forwarding without express permission is > strictly prohibited. If you are not the intended recipient, please contact the > sender and delete all copies. > > > > > _______________________________________________ > 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/ > > > > > This email may contain material that is confidential, privileged and/or attorney work product for the sole use of the intended recipient. Any review, reliance or distribution by others or forwarding without express permission is strictly prohibited. If you are not the intended recipient, please contact the sender and delete all copies. >

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RE: [otrs] Inserting company logo
by Seigafuse, Mike 16 Sep '05

16 Sep '05

Mine is in /opt/otrs/var/httpd/htdocs/images/Standard -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of James Marcinek Sent: Friday, September 16, 2005 10:26 AM To: otrs(a)otrs.org Subject: RE: [otrs] Inserting company logo Thanks Mike, I see the following: 'src="$Env{"Images""}mylogo.png"> </td>' Can you tell me what directory you put this into so I know where to place it? I'm running linux (RH), I only need a general idea where to put it. Thanks, James "User questions and discussions about OTRS.org" <otrs(a)otrs.org> wrote: > It is in the CustomerHeader.dtl file for whichever theme you are using. Here is an extrac of mine... > >  > <table border="0" width="100%" cellspacing="0" cellpadding="8"> > <tr> > <td width="120" class="header"><img border="0" align="left" src="$Env{"Images""}mylogo.png"> </td> > <td class="header">My Helpdesk</td> > </tr> > <tr> > > Mike > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of James Marcinek > Sent: Friday, September 16, 2005 9:54 AM > To: otrs(a)otrs.org > Subject: [otrs] Inserting company logo > > Hello Everyone, > > Can someone point me to the file that I need to modify to put a company logo in? > I recall the customer logon site has this available. I believe it's in the > CustomerHeader.dtl file. I found and modified the Syntax. I was looking for the > 'add logo here...' text (something like that anyway), but could not find it. > > Thanks, > > James > > _______________________________________________ > 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/ > > > > This email may contain material that is confidential, privileged and/or attorney work product for the sole use of the intended recipient. Any review, reliance or distribution by others or forwarding without express permission is strictly prohibited. If you are not the intended recipient, please contact the sender and delete all copies. > _______________________________________________ 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/ This email may contain material that is confidential, privileged and/or attorney work product for the sole use of the intended recipient. Any review, reliance or distribution by others or forwarding without express permission is strictly prohibited. If you are not the intended recipient, please contact the sender and delete all copies.

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RE: [otrs] Inserting company logo
by Seigafuse, Mike 16 Sep '05

16 Sep '05

It is in the CustomerHeader.dtl file for whichever theme you are using. Here is an extrac of mine...  <table border="0" width="100%" cellspacing="0" cellpadding="8"> <tr> <td width="120" class="header"><img border="0" align="left" src="$Env{"Images""}mylogo.png"> </td> <td class="header">My Helpdesk</td> </tr> <tr> Mike -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of James Marcinek Sent: Friday, September 16, 2005 9:54 AM To: otrs(a)otrs.org Subject: [otrs] Inserting company logo Hello Everyone, Can someone point me to the file that I need to modify to put a company logo in? I recall the customer logon site has this available. I believe it's in the CustomerHeader.dtl file. I found and modified the Syntax. I was looking for the 'add logo here...' text (something like that anyway), but could not find it. Thanks, James _______________________________________________ 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/ This email may contain material that is confidential, privileged and/or attorney work product for the sole use of the intended recipient. Any review, reliance or distribution by others or forwarding without express permission is strictly prohibited. If you are not the intended recipient, please contact the sender and delete all copies.

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RE: [otrs] Inserting company logo
by James Marcinek 16 Sep '05

16 Sep '05

Thanks Mike, I see the following: 'src="$Env{"Images""}mylogo.png"> </td>' Can you tell me what directory you put this into so I know where to place it? I'm running linux (RH), I only need a general idea where to put it. Thanks, James "User questions and discussions about OTRS.org" <otrs(a)otrs.org> wrote: > It is in the CustomerHeader.dtl file for whichever theme you are using. Here is an extrac of mine... > >  > <table border="0" width="100%" cellspacing="0" cellpadding="8"> > <tr> > <td width="120" class="header"><img border="0" align="left" src="$Env{"Images""}mylogo.png"> </td> > <td class="header">My Helpdesk</td> > </tr> > <tr> > > Mike > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of James Marcinek > Sent: Friday, September 16, 2005 9:54 AM > To: otrs(a)otrs.org > Subject: [otrs] Inserting company logo > > Hello Everyone, > > Can someone point me to the file that I need to modify to put a company logo in? > I recall the customer logon site has this available. I believe it's in the > CustomerHeader.dtl file. I found and modified the Syntax. I was looking for the > 'add logo here...' text (something like that anyway), but could not find it. > > Thanks, > > James > > _______________________________________________ > 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/ > > > > This email may contain material that is confidential, privileged and/or attorney work product for the sole use of the intended recipient. Any review, reliance or distribution by others or forwarding without express permission is strictly prohibited. If you are not the intended recipient, please contact the sender and delete all copies. >

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Inserting company logo
by James Marcinek 16 Sep '05

16 Sep '05

Hello Everyone, Can someone point me to the file that I need to modify to put a company logo in? I recall the customer logon site has this available. I believe it's in the CustomerHeader.dtl file. I found and modified the Syntax. I was looking for the 'add logo here...' text (something like that anyway), but could not find it. Thanks, James

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RE: [otrs] What do I need to configure to change the System Admii strator email address?
by West, Bradley G. 16 Sep '05

16 Sep '05

Rajendrakumar, Take a look in your Default.pm file. What is the value for $Self->{AdminEmail}? Also, take a look in your system addresses to see which ones are noted in the database. I hope this helps Brad West Network/Systems Engineer Spang & Company bwest(a)spang.com -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Varsani, Rajendrakumar (PSD) Sent: Friday, September 16, 2005 7:05 AM To: User questions and discussions about OTRS.org Subject: [otrs] What do I need to configure to change the System Admiistrator email address? Folks, I've configured something incorrectly but I can't work out how to correct it. OTRS thinks that the System Administrator is postmaster(a)psd.defra.gsi.gov.uk when I want it to be me. How do I change it? It results in circular emails at the moment which is confusing and causes extra work. Hi Rajendrakumar, You got a follow up! "System Administrator" <postmaster(a)psd.defra.gsi.gov.uk> wrote: <snip> > Your message > > To: System Administrator > Subject: [Ticket#: 2005091610000015] New State 'closed successful'! > Sent: Fri, 16 Sep 2005 09:54:24 +0100 > > did not reach the following recipient(s): > > postmaster(a)psd.defra.gsi.gov.uk on Fri, 16 Sep 2005 09:54:29 +0100 > The e-mail account does not exist at the organization this message > was sent to. Check the e-mail address, or contact the recipient > directly to find out the correct address. > <EXCHANGE.solar.local #5.1.1> <snip> Click on http://comet2/otrs/index.pl?Action=AgentZoom&TicketID=4474 for full details Your OTRS Notification Master Rajendrakumar Varsani BSc (Hons) Tel: (01904) 455805 (GTN 5138 5805) Fax: (01904) 455711 (GTN 5138 5711) Mobile: 07968 243125 Email: rajendrakumar.varsani(a)psd.defra.gsi.gov.uk Department for Environment, Food and Rural Affairs (Defra) This email and any attachments is intended for the named recipient only. If you have received it in error you have no authority to use, disclose, store or copy any of its contents and you should destroy it and inform the sender. Whilst this email and associated attachments will have been checked for known viruses whilst within Defra systems we can accept no responsibility once it has left our systems. Communications on Defra's computer systems may be monitored and/or recorded to secure the effective operation of the system and for other lawful purposes. _______________________________________________ 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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RE: [otrs] Ticket number generator reset
by West, Bradley G. 16 Sep '05

16 Sep '05

Duarte, I think you are going to run into problems using the same ticket numbers over and over again as time progresses. One suggestion I have would be to change your System ID annually to prefix with the year, then you could successfully reset the starting ticket number in the TicketCounter.Log file (I think) or you could simply change over to the DateChecksum method. In scenario 1 your tickets would be 200500001 if you choose a 5 digit MinCounterSize In scenario 2 your ticket numbers would be 2005091607163400001 If you don't want to change your system ID or your ticket numbering method then my suggestion would be to export your database (MySQL?) into a sql script and edit out the ticket related fields and subsequently reimport the data after dropping and recreating the database. (Don't forget the permissions grants) I hope this helps Brad West Network/Systems Engineer Spang & Company bwest(a)spang.com <mailto:bwest@spang.com> _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Duarte Cordeiro Sent: Friday, September 16, 2005 6:17 AM To: User questions and discussions about OTRS.org Subject: [otrs] Ticket number generator reset Hi, Yesterday we've created with our ticket number 19000. Adding this to our system id (that I wrongly choose as 10), we have a ticket numbers like 1019000. I would like to reset this number every year, so what I would like to know is: - if I change the number in TicketCounter.log do the ticket numbering restart ? - Is there any implication to this ? Does otrs stops working correctly? What happens if a user reply to a ticket number that exists twice in the database? Thanks, Duarte Cordeiro

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What do I need to configure to change the System Admiistrator email address?
by Varsani, Rajendrakumar (PSD) 16 Sep '05

16 Sep '05

Folks, I've configured something incorrectly but I can't work out how to correct it. OTRS thinks that the System Administrator is postmaster(a)psd.defra.gsi.gov.uk when I want it to be me. How do I change it? It results in circular emails at the moment which is confusing and causes extra work. Hi Rajendrakumar, You got a follow up! "System Administrator" <postmaster(a)psd.defra.gsi.gov.uk> wrote: <snip> > Your message > > To: System Administrator > Subject: [Ticket#: 2005091610000015] New State 'closed successful'! > Sent: Fri, 16 Sep 2005 09:54:24 +0100 > > did not reach the following recipient(s): > > postmaster(a)psd.defra.gsi.gov.uk on Fri, 16 Sep 2005 09:54:29 +0100 > The e-mail account does not exist at the organization this message > was sent to. Check the e-mail address, or contact the recipient > directly to find out the correct address. > <EXCHANGE.solar.local #5.1.1> <snip> Click on http://comet2/otrs/index.pl?Action=AgentZoom&TicketID=4474 for full details Your OTRS Notification Master Rajendrakumar Varsani BSc (Hons) Tel: (01904) 455805 (GTN 5138 5805) Fax: (01904) 455711 (GTN 5138 5711) Mobile: 07968 243125 Email: rajendrakumar.varsani(a)psd.defra.gsi.gov.uk Department for Environment, Food and Rural Affairs (Defra) This email and any attachments is intended for the named recipient only. If you have received it in error you have no authority to use, disclose, store or copy any of its contents and you should destroy it and inform the sender. Whilst this email and associated attachments will have been checked for known viruses whilst within Defra systems we can accept no responsibility once it has left our systems. Communications on Defra's computer systems may be monitored and/or recorded to secure the effective operation of the system and for other lawful purposes.

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No Sent Date and Time in OTRS Emails and notification
by Asim Ansari 16 Sep '05

16 Sep '05

Hi, I see "Sent: None" in email (Ms Outlook 2003) replies/notifications sent by OTRS (1.3.2) running on RHEL 3 AS, I have tried sending this email from my two different email servers (qmail and VPOP) but both have the same results. I am sure there is some thing wrong with OTRS, email servers are working perfectly. Please help. Asim

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