September 2005 - otrs - OTRS mailing lists

CustomerGroupSupport limitation in 2.0.2
by Jim Wight 28 Sep '05

28 Sep '05

Is there any way to be able to assign any customer to a group if you have a customer base of more than 200? Customer Users <-> Groups presents a list of around - probably exactly - 200 customers, with no apparent way of locating the missing ones. I am in an academic environment in which every one of the ~1500 members of staff and students in my department is automatically (extracted from a password file and) entered in the (LDAP) database as a potential customer of the ticket system. I've encountered this same 200 limit in connection with searches when no search text is entered, but there it can obviously be got round by entering some text to search for. There is no such escape route that I can see in this case. Jim

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escalation and visible Queues
by Brigitte Neumärker 28 Sep '05

28 Sep '05

Hello! I have two problems! Hope someone can help me! 1. If I give ro-permission to a user, he can't see the queues with their tickets in it. So, I set in Kernel/Config.pm $Self->{QueueViewAllPossibleTickets} = 1; But this changes nothing. The queue isn't visible. I configured all queues as favourites Queues in the profile of the agent. If I give rw-permission the queue ist visible but thats not the solution... 2. If I set an escalation time and an unlocked time on the queue, it happens the following: Escalation happens on the written time on the queue, but the mail is be sent minutes later. The same with unlocked ticket: It unlock the ticket one hour later, than written on the queue, but the notification for unlocked ticket is sent at the same time the ticket gets unlocked. Can someone help me! Thanks...

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Hide Customers From Agent
by Carlos Echavarria 28 Sep '05

28 Sep '05

Hello, I´ve looking through the documentation and google/mailing list to see if I could find some function to hide the customer list from the Phone Ticket view of an Agent (user), what I want is to have certain agents only be able to open tickets for a given customer and not be able to see the listing of all customers like I´m experiencing right now, I understand that based on the example of usage given by the documentation on the first pages, otrs seems not to be designed to do this (I´m talking about Max who is a fabricant who produces video recorders :) But maybe there´s some hiden configuration to do it, well if anyone knows how to do it it would be appreciated. Best Regars from Uruguay.

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RE: [otrs] Newline characters removed from incoming emails
by Sheline, Carl (LLU) 28 Sep '05

28 Sep '05

Ok problem solved. Used Fetchmail/Procmail piped to PosterMaster.pl When OTRS receives mail in this fashion, newline characters are retained in the tickets. If anyone wants exact details on the solution, they can email me at csheline(a)llu.edu Carl Sheline Loma Linda University -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sheline, Carl (LLU) Sent: Sunday, September 18, 2005 1:57 PM To: User questions and discussions about OTRS.org Subject: [otrs] Newline characters removed from incoming emails When PostMasterPOP3.pl gets the new messages, do the messages then go to EmailParser.pm before becoming a ticket in OTRS? I'm trying to discover where OTRS is stripping all of the newline characters from incoming emails. Thanks, Carl _______________________________________________ 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: English manual - Help with translation
by Matt Midson 27 Sep '05

27 Sep '05

Hello, I would also be happy to review a section of the doco. As I am not a programmer, I feel that this is at least some way of contributing to the project. As with everyone, my time is also limited, however just send me the sections you would like me to review. Thanks, Matt Midson Director Midson Net Pty Ltd

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presorting with procmail - help?
by Neil J MacNeil 27 Sep '05

27 Sep '05

Hi Everyone, I am trying to evaluate otrs for a support system, and so far it is going great, apart from one problem that has me stumped. I am looking for some help with queue presorting. I am using OTRS 2.0.2/RH Linux 8 (don't ask). I have strange results trying to use queue presorting with procmail. In my otrs users .procmailrc I have the following recipe: # -- # presort NAI email to the VIR queue # -- :0 fhw : * X-NAI-Header: .* | formail -I "X-OTRS-Queue: VIR" I use fetchmail to grab messages from my imap server, these are forwarded to procmail, and dumped into otrs with Postmaster.pl I have tested procmail and postmaster using a dummy text file email message, and all is fine. When I run fetchmail, EVERYTHING works, in that messages get dumped into otrs, but the queue presort is not being recognised. All messages go into the RAW queue. Even though, when I check out the plain text of a ticket message, I see the X-OTRS-Queue: VIR line - so procmail is doing its thing. Got me stumped. The really odd thing is, if I use a test file, with an X-NAI-Header and pipe that into procmail, it gets picked up by postmaster.pl and correctly dumped into the VIR queue. e.g. procmail VERBOSE=on DEFAULT=/dev/null $HOME.procmailrc < ./test.email Weird. I must be doing something wrong, but for the life of me I cant crack it. Can anyone help. thanks Neil.

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OTRS on SME server
by madjid Oudai 27 Sep '05

27 Sep '05

hi I new OTRS server I installed OTRS on inux debian ant I have fan. it works right. Now i tried to installe OTRS on E-smith SME server. The particularity of this server, I can't mofidy httpd.conf because every night the configuration files are regenerated. the server configuration is done by web interface. 1- I created ibay (otrs directoy) on httpd.conf. in httpd.conf file , I can see : # otrs ibay (otrs) ScriptAlias /otrs/cgi-bin /home/e-smith/files/ibays/otrs/cgi-bin Alias /otrs/files /home/e-smith/files/ibays/otrs/files Alias /otrs /home/e-smith/files/ibays/otrs/html 2- I installed OTRS in /home/e-smith/files/ibays/otrs/files/otrs In /home/e-smith/files/ibays/otrs/files/otrs/Kernel/Config.pm $Self->{Home} = '/home/e-smith/files/ibays/otrs/files/otrs'; I know that my otrs web configuration should be ScriptAlias /otrs/ /home/e-smith/files/ibays/otrs/files/otrs/bin/cgi-bin Alias /otrs-web/ /home/e-smith/files/ibays/otrs/files/otrs/var/httpd/htdocs It is possible to make otrs work with this configuration? Thanks for any help you can provide regards

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www.otrs.org down?
by Carlos Echavarria 27 Sep '05

27 Sep '05

Greetings, I was investigating how to hide customers from an agent view when creating a new phone ticket when I realized that I can no longer navigate the page, anybody knows if there´s a problem or maybe is my connection? Well, thanks in advanced.

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calendar & ticket linking
by Mark Nernberg 27 Sep '05

27 Sep '05

We use OTRS for scheduling our technicians, among other things. How about some way to link appointments to tickets? i.e. a "schedule this" button in the ticket zoom options, which would bring up the calendar application and allow the technician to enter any required notes (such as directions/etc), but that links the appointment to the ticket. Then a note (system note) could be inserted into the ticket history to the effect of "Scheduled by TECHNICIAN on DATE @ TIME" While OTRS is a great program and we swear by it, better integration of the calendar and email functions would be more than just a little useful. While I am not a programmer, I would be willing to help someone working on such a project. [I have also suggested the idea of integrating the webmail client such that an incoming email can be "turned into" a ticket request, as have a few others]. -- Mark J. Nernberg Director of Technology (412)478-6262 http://www.downtownhelpdesk.com/ Customer Support: support(a)downtownhelpdesk.com Have you tried our on-demand remote support services? Downtown Help Desk and 1-Fast Computer Service, providing quality technology solutions to the small business since 2003.

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Mailing Woes
by Chaitanya Reddy 27 Sep '05

27 Sep '05

NO matter what I do I cannot get the out of the box email functionality to work FULLY. IT receives with no problems but it cannot send the right way. I am assuming it is because our dumb ISP SBCYAHOOO in columbus needs us to use their SMTP server to send mail. WEll I went into the config files and put in the 4 lines for using SMTP but then the OTRS fails to start. CHecked syntax and everything IT still does not do the job for me. How do we setup SMTP any guides or readmes avaible. THe manual has 4 lines of code in it thats all!!! Shay

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