September 2005 - otrs - OTRS mailing lists

change state for closed tickets
by Alexander Kardailsky 09 Sep '05

09 Sep '05

Dear otrs, How do agent can change current state for a ticket? Some emails closed by spam filter by mistake and I need to reopen them. Thanks. -- Best regards, Alexander

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How to add icon in agent login?
by KartheeK 08 Sep '05

08 Sep '05

Hello All, I want to add a Icon[just before New Tickets] in the Agent Login, and add a url link to the icon. Can Any body of you tell me, which files to modify to do this. Any input regarding the matter is a welcome... Regards KartheeK __________________________________________________________ Yahoo! India Matrimony: Find your partner now. Go to http://yahoo.shaadi.com

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[Fwd: [otrs] AdminPackageManager - Write permission]
by florian2000＠no-log.org 08 Sep '05

08 Sep '05

Any idea for my problem ? :( I didn't find any solution yet... Thanks ! ---------------------------- Message original ---------------------------- Objet: [otrs] AdminPackageManager - Write permission De: florian2000(a)no-log.org Date: Jeu 1 septembre 2005 23:31 À: otrs(a)otrs.org -------------------------------------------------------------------------- Hi ! I just installed OTRS for the first time and it seems to be really useful with a lot of features ! But when I'm trying to add an optional package (i'm really interested by the webmail and file manager) i just got this error : ------------- Software error: ERROR: Need write permission in OTRS home Try: $OTRS_HOME/bin/SetPermissions.sh !!! For help, please send mail to the webmaster (webmaster@localhost), giving this error message and the time and date of the error. ------------ I've been running this SetPermissions script but it didn't solve my pb :( I also tried to change all the permissions in /usr/share/otrs (chmod -R 777 /usr/share/otrs - which is not a nice solution...) but it didn't work :( I'm using Debian Sarge... Any idea ?? I really need the webmail and this file manager ! :) Thanks for your help ! (A few days before I posted a message because I didn't manage to install otrs in Debian Sarge : the package in the standard repository was 1.3.x so I download the one from the Experimental repository and it solved my pb :)) -- Florian _______________________________________________ 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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Queues
by Jeff 07 Sep '05

07 Sep '05

Sorry but I'm missing something trivial about queues. Why does a ticket with an assigned owner not show up in the "My Queues" area? Thanks.

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Can't close tickets - tehy seem to automatically reopen
by Jim Nachlin 07 Sep '05

07 Sep '05

Hi List, I'm rather new to OTRS and having a puzzling problem. Every time I close a ticket, about 20 minutes later I get a message that it's been re-opened. I close it again and again it gets re-opened. I'm reasonably sure it's not a co-worker playing a joke on me. The procedure I use to close a ticket is to go to the queue, click "Close" above a ticket, check my close type which in this case is called "Issue Resolved", leave a note and click "submit". Wait a few minutes, and I get the note, Your ticket status has been updated to: "open". All help appreciated. Regards, Jim

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Turn off SessionID
by Brad Potts 07 Sep '05

07 Sep '05

Is there any way to turn off the session ID? Often times when I login I get a "SessionID is invalid!!!" error message and cannot seem to figure out why it's doing this. I've tried both Firefox 1.0.6 and IE 6 and they both do the same thing. Other people seem to not have this problem though and I'm tired of messing with it so just want to turn it off. Thanks! Brad

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Email end of line markers gone
by Sheline, Carl (LLU) 06 Sep '05

06 Sep '05

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

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Re: [otrs] Help Adding Field to Search Results
by pas.de.quoi＠voila.fr 06 Sep '05

06 Sep '05

Hello, I've done quite the same attempts. I can't understant where I must fill the array in. I would like to add in the result of a search the "Creation Date" column for example. I'm very intrested if someone has succeed in this improvment of the Search Result Page Antony

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Ticket locked notification
by Vådahl Thomas 06 Sep '05

06 Sep '05

Hi, Is it possible to send a customer notification when a ticket gets locked? I need this to notify the customer that their ticket is now being handled by an engineer. If this is not possible, then make this a feature request. When the engineer locks the ticket, a message like this should be sent: "Your ticked is now in the hands of <name>. She or He will contact you when ...blah, blah, blah". The customer then automatically knows that their ticket is is human hands, and that they should expect some development in a short time. Customer feedback is very important. Or so I'm being told ;) Kind regards, Thomas Vådahl

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Restoring the database
by Chris Mellor 06 Sep '05

06 Sep '05

Hi This is a quick C&P from my own notes. It's actually about moving a database rom a 32 bit machine to 64 bit. Perhaps there are much easier ways - but - this worked for me. Note that this is for a dotproject mysql database but is just as applicable for otrs. Your milage may vary and I do suggest taht you read the link as it contains a lot of useful information. How to Move a Database This is a bit like how to copy a database from one machine to another - generally it's also to do with backing up... Most of this comes from the following reference: http://dev.mysql.com/doc/mysql/en/upgrading-to-arch.html This is ALL about mysqldump and it's kith & kin. Anyways - heres what I did to move the dotProject database. First - I created the database on new machine - note that this can be done remotely (because root for mysql has been allowed to log on from other hosts): mysql -h 'new machine' -u 'root' -p create dotproject (the -p switch will cause mysql to ask for the password) Once created - the database needs a user adding - in this case 'dp_user'. This user needs to be granted all permissions to the dotproject database. For this - I used the mysql-administrator GUI - note though that for this - when you create a user - make sure you add all perms and hosts that will be needed - the current version has a bug that will not allow you to change the settings after they have been applied (the only way then being to remove the user and re-add it). Once the database was created - the following can be run (on old machine): mysqldump --opt dotproject | mysql -h 'new machine' -u 'dp_user' -p dotproject This dumps the database (the files can be moved but this is not without with problems - so don't do it) and pipes it directly into the new dotproject database. And thats about it - there are other options for mysqldump and this will form the basis for any backup procedures that need to be done. Cheers Chris

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