September 2005 - otrs - OTRS mailing lists

Line break issue
by Sheline, Carl (LLU) 13 Sep '05

13 Sep '05

Hello, Apparently OTRS is stripping the end of line markers from all emails. I try to send an email from outlook2003/exchange and it also has all of the line breaks stripped out. How can I fix this? Thanks, Carl -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sheline, Carl (LLU) Sent: Tuesday, September 06, 2005 1:36 PM To: User questions and discussions about OTRS.org Subject: [otrs] Email end of line markers gone Howdy everyone, Our OTRS installation is receiving emails from a Tfmail webform. Everytime it receives an email generated from the webform, the end of line markers are gone and all of the text is run together: Name: carlage: testcomments: did it work? I pointed the tfmail webform to send email to my address and the email comes across perfectly: name: carl age: test comments: did it work? Can anyone point me in the right direction? Thanks, Carl Sheline csheline(a)llu.edu _______________________________________________ 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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bug in customer autoresponse: otrs_ variables not being interpreted
by Mike Conigliaro 13 Sep '05

13 Sep '05

ive noticed that starting in version 2.0.2, otrs_ variables are not being interpreted in the customer autoresponses. for example, here's what one of mine looks like. notice the url at the bottom of the message: <snip> your ticket is now in queue. Our support staff will respond as soon as possible. You wrote: >> test >> >> -- >> Mike Conigliaro >> Proactive Technologies >> conigliaro(a)getproactivenow.com You can track this ticket online at: <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>customer.pl?Action=CustomerZoom&TicketID=<OTRS_TICKET_TicketID> </snip> -- Mike Conigliaro Proactive Technologies conigliaro(a)getproactivenow.com 203.239.0440 ext.17 http://www.getproactivenow.com

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Mail template order
by jsiepkes＠planet.nl 13 Sep '05

13 Sep '05

Hi everyone, In the old OTRS (< 1.3) it was possible to set the default order of the response format: $Self->{ResponseFormat} = '$Data{"Salutation"} $Data{"StdResponse"} $Data{"Signature"} $Data{"OrigFrom"} $Text{"wrote"}: $Data{"Body"}'; Is there such an option in OTRS 2.0 ? I can't seem to find it :( TIA Jasper

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RE: [otrs] backup
by West, Bradley G. 13 Sep '05

13 Sep '05

>From your previous forum post it looks like you are using Windows with OTRS and possibly Apache or IIS. A lot of this really depends on what database back end you have chosen or had chosen for you. Most likely MySQL from what I remember of the Windows package. What you will need to do is to back-up the MySQL database periodically using mysqlhotcopy or mysqldump (whichever seems more appropriate to your needs) to a folder that you can back up, documentation on this can be found on the MySQL website. These tools should be scriptable through batch language or VBScript and subsequently run as a Windows Scheduled Task. You should then be able to use NTBackup.exe to selectively backup the directory structures you want, including the IIS or Apache. I would also recommend backing up the system state, a full system backup probably isn't required in this instance. I hope this is what you are after. Thanks, 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 Karkhanis Sent: Tuesday, September 13, 2005 10:47 AM To: User questions and discussions about OTRS.org Subject: [otrs] backup How do we take regular backup for this system In case the machine with the system crashes, is there a way we can use the backedup database and restore the system Ashutosh *********** PAIN IS TEMPORARY, PRIDE FOREVER !! ************ __________________________________ Yahoo! Mail - PC Magazine Editors' Choice 2005 http://mail.yahoo.com _______________________________________________ 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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Help Needed
by Karkhanis 13 Sep '05

13 Sep '05

Hi i have just started using OTRS on a win32 platform. The only thing that i have not managed is enebling the system to send out e-mails. can anyone send me the config.pm file, in which outbound e-mials have been enabled on SMTP. Ashutosh Karkhanis Pune *********** PAIN IS TEMPORARY, PRIDE FOREVER !! ************ __________________________________ Yahoo! Mail - PC Magazine Editors' Choice 2005 http://mail.yahoo.com

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new ticket automatically locked when assigned to agent
by Mike Conigliaro 13 Sep '05

13 Sep '05

i noticed that when you create a new phone/email ticket with the owner assigned, the ticket is automatically locked under the assigned owner. does anyone know if its possible to disable this feature? ie: i want to assign the ticket to a particular tech, but i dont want it locked by default. thanks in advance. -- Mike Conigliaro Proactive Technologies conigliaro(a)getproactivenow.com 203.239.0440 ext.17 http://www.getproactivenow.com

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RE: [otrs] Feature request: customer super-users
by Peter van Beugen 13 Sep '05

13 Sep '05

When I understand you right, this is very easy: Create 4 groups (branch 1-4) and make each user member of their specific group. In the queue config you can assign the queue to a group. The superuser will be member of all the groups. Regards, Peter -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Vådahl Thomas Verzonden: dinsdag 13 september 2005 13:33 Aan: otrs(a)otrs.org Onderwerp: [otrs] Feature request: customer super-users I have a small (?) feature request that would help a lot. We need to create customer users that would be allowed access to (read at least access) several organisation-ID's. For example, in a company with 4 large branches, we would create x users per branch and 1 super-user for the main office. The brach users only see tickets created from their branch office, while the super-user will se tickets created from all the branch offices. Is this doable? :-) Kind regards, Thomas Vådahl Broadband Engineer NTE Bredbånd N-7736 Steinkjer http://www.nte.no/ _______________________________________________ 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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Feature request: customer super-users
by Vådahl Thomas 13 Sep '05

13 Sep '05

I have a small (?) feature request that would help a lot. We need to create customer users that would be allowed access to (read at least access) several organisation-ID's. For example, in a company with 4 large branches, we would create x users per branch and 1 super-user for the main office. The brach users only see tickets created from their branch office, while the super-user will se tickets created from all the branch offices. Is this doable? :-) Kind regards, Thomas Vådahl Broadband Engineer NTE Bredbånd N-7736 Steinkjer http://www.nte.no/

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LDAP support
by florian2000＠no-log.org 13 Sep '05

13 Sep '05

Hi, Is it planned to support LDAP fully ? I mean to be able to add/search/modify customer as well as agents ? It will be really really useful for users (like me) using otrs to manage customers and tickets, and then using another software for generating bills (for example)... if there were full LDAP support it will be possible to use all the customers' data specified in OTRS in the other software ! Any plan ? is it hard to implement ? Thanks ! -- Florian

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pending auto,pending remainder, what are these?
by KartheeK 13 Sep '05

13 Sep '05

Hello All, I am using otrs-2.0.2 on a fc3 machine. I want to know the behavior of the states: pending auto and pending customer. What is the action taken upon setting these states? Regards KartheeK __________________________________________________________ Yahoo! India Matrimony: Find your partner now. Go to http://yahoo.shaadi.com

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