September 2005 - otrs - OTRS mailing lists

RE: [otrs] note-external not available on tickets 2.0.2
by Seigafuse, Mike 19 Sep '05

19 Sep '05

From Defaults.pm: # --------------------------------------------------- # # defaults for add note # # --------------------------------------------------- # # default note type $Self->{DefaultNoteType} = 'note-internal'; $Self->{DefaultNoteTypes} = { 'note-internal' => 1, 'note-external' => 0, 'note-report' => 0, Copy this section to your Config.pm and change the value of note-external to 1. That should do the trick (I just tested it and it worked for me). Mike -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Leah Cunningham Sent: Friday, September 16, 2005 6:30 PM To: otrs(a)otrs.org Subject: [otrs] note-external not available on tickets 2.0.2 Hi, I have asked about this before, but never got a response so I am trying again. I cannot find anywhere in the documentation or the system information on what settings to look at to enable the note-external. All of the tickets coming into the system have the option of adding an internal note, but the documentation mentions that there should be a note-external that customers can see with the customer interface. I have the customer interface set up and it appears to be working okay. I am using LDAP for the backends for the Customer and auth. If anyone knows anything about this, I would really appreciate it. Leah -- Leah Cunningham : d416-585-9971x692 : d416-703-5977 : m416-559-6511 Frauerpower! Co. : www.frauerpower.com : Toronto, ON Canada _______________________________________________ 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] otrs forum/wiki
by West, Bradley G. 19 Sep '05

19 Sep '05

I wholeheartedly agree. Something that would have some robust searching capability would be nice, especially if it is easy to use. Why not use the FAQ module within OTRS? Would it suit the needs of the community? -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of John A. Heidingsfelder Jr. Sent: Thursday, September 15, 2005 8:34 AM To: otrs(a)otrs.org Subject: Re: [otrs] otrs forum/wiki I third that. This mailing list is very high volume. And it's all valid questions with some not so easy answers. Would be nice to have a forum... something as simple as phpBB would work. Thing is, I may have to unsubscribe to this list because of the high volume. So, yes I agree. But should this be an official otrs forum, or a community only one. Getting a domain name and web host isn't a big deal, but perhaps having it ride on a subdomain of otrs.org(forums.otrs.org) would be best. John On Thu, 2005-09-15 at 05:47 -0400, Trevor Vaughan wrote: > I second that, who's got hosting space and the time to implement/secure it? > > Will it be moderated (hopefully). > > Trevor > > On 9/14/05, Sumo664 <sumo664(a)yahoo.co.uk> wrote: > > Sounds like a good idea to me.... > > > > -----Original Message----- > > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Mike > > Conigliaro > > Sent: 13 September 2005 22:25 > > To: otrs(a)otrs.org > > Subject: [otrs] otrs forum/wiki > > > > why not create an otrs forum/wiki? i see tons of questions going unanswered > > every day. i think a forum would alleviate this, since posts can be > > categorized and searched much easier. a wiki would be great for howtos and > > other documentation. > > > > -- > > Mike Conigliaro > > Proactive Technologies > > conigliaro(a)getproactivenow.com > > 203.239.0440 ext.17 > > http://www.getproactivenow.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/ > > > > > > > > > > > > ___________________________________________________________ > > Yahoo! Messenger - NEW crystal clear PC to PC calling worldwide with voicemail http://uk.messenger.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/ > > > > _______________________________________________ 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 fr Ihr OTRS System? => http://www.otrs.de/

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turn off JavaScript alert on the bulk action checkbox?
by patrick cranston 19 Sep '05

19 Sep '05

hello - is there a way to disable the JavaScript alert ("Ticket selected for bulk action!") that pops up when you select a ticket for Bulk Action? thanks, patrick

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Questions about upgrading.
by Jason Lixfeld 19 Sep '05

19 Sep '05

I'm running a CVS installation from July 15th. I think it's around the time of 2.0.0 beta5. I'd like to upgrade to the current release (2.0.2 source) but I'm not sure what the best practice is for doing so. I tried by copying the changed files from my 2.0.0 beta5 install overtop of a clean 2.0.2 source install, but that didn't go as well as I expected. All the tickets were there and at first glance everything worked OK, but when I dug a little deeper, I lost all the ticket history. For example, if I click Zoom on a ticket, I would usually be able to see the history of a ticket. Agent responses, Customer responses, notes, etc. After upgrading to 2.0.2 I see none if that. All I see is a whatever updates have been made to that particular thread of the ticket. Is this something that I'm doing wrong or is this some new expected behavior? I didn't touch the database. What I did to find the changed files was: root@eshara# find . -mtime -58d ./var/log/TicketCounter.log ./var/spool ./var/tmp ./var/tmp/TicketHistoryCache ./var/tmp/TicketHistoryCache/2005 ./var/tmp/TicketHistoryCache/2005/07 ./var/tmp/TicketHistoryCache/2005/07/TicketHistoryCache_11_2005\-07\-31 ./var/tmp/TicketHistoryCache/2005/07/TicketHistoryCache_21_2005\-07\-31 ./var/tmp/TicketHistoryCache/2005/07/TicketHistoryCache_7_2005\-07\-31 ./var/tmp/TicketHistoryCache/2005/07/TicketHistoryCache_26_2005\-07\-31 ./var/tmp/TicketHistoryCache/2005/07/TicketHistoryCache_2_2005\-07\-31 ./var/tmp/TicketHistoryCache/2005/07/TicketHistoryCache_17_2005\-07\-31 ./var/tmp/TicketHistoryCache/2005/07/TicketHistoryCache_22_2005\-07\-31 ./var/tmp/TicketHistoryCache/2005/07/TicketHistoryCache_1_2005\-07\-31 ./var/tmp/TicketHistoryCache/2005/07/TicketHistoryCache_18_2005\-07\-31 ./var/tmp/TicketHistoryCache/2005/07/TicketHistoryCache_23_2005\-07\-31 ./var/tmp/TicketHistoryCache/2005/07/TicketHistoryCache_13_2005\-07\-31 ./var/tmp/TicketHistoryCache/2005/07/TicketHistoryCache_16_2005\-07\-31 ./var/tmp/TicketHistoryCache/2005/07/TicketHistoryCache_6_2005\-07\-31 ./var/tmp/TicketHistoryCache/2005/07/TicketHistoryCache_27_2005\-07\-31 ./var/tmp/TicketHistoryCache/2005/07/TicketHistoryCache_25_2005\-07\-31 ./var/tmp/TicketHistoryCache/2005/07/TicketHistoryCache_3_2005\-07\-31 ./var/tmp/TicketHistoryCache/2005/07/TicketHistoryCache_9_2005\-07\-31 ./var/tmp/TicketHistoryCache/2005/07/TicketHistoryCache_12_2005\-07\-31 ./var/tmp/TicketHistoryCache/2005/07/TicketHistoryCache_14_2005\-07\-31 ./var/tmp/TicketHistoryCache/2005/07/TicketHistoryCache_15_2005\-07\-31 ./var/tmp/TicketHistoryCache/2005/07/TicketHistoryCache_20_2005\-07\-31 ./var/tmp/TicketHistoryCache/2005/07/TicketHistoryCache_8_2005\-07\-31 ./var/tmp/TicketHistoryCache/2005/07/TicketHistoryCache_4_2005\-07\-31 ./var/tmp/TicketHistoryCache/2005/07/TicketHistoryCache_24_2005\-07\-31 ./var/tmp/TicketHistoryCache/2005/07/TicketHistoryCache_10_2005\-07\-31 ./var/tmp/TicketHistoryCache/2005/07/TicketHistoryCache_19_2005\-07\-31 ./var/tmp/TicketHistoryCache/2005/07/TicketHistoryCache_5_2005\-07\-31 ./var/tmp/Kernel-System-Stats-NewTickets-2005-07.cache ./Kernel/Config/Files/Ticket.xml ./Kernel/Config/Files/TicketPostMaster.pm ./Kernel/Config.pm root@eshara# then copied all these files (which were changed after the system was installed) over to the new fresh installation. Any ideas?

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RE: [otrs] note-external not available on tickets 2.0.2
by Seigafuse, Mike 19 Sep '05

19 Sep '05

I'm using 1.3.2, I haven't looked at 2.x yet. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Mike Conigliaro Sent: Monday, September 19, 2005 10:22 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] note-external not available on tickets 2.0.2 that's weird. i dont have that in my defaults.pm... /opt/otrs # grep -r DefaultNoteType * CHANGES: - (2003/04/13) added config option DefaultNoteTypes (used note Kernel/Modules/AgentTicketClose.pm: my %DefaultNoteTypes = %{$Self->{ConfigObject}->Get('Ticket::Frontend::NoteTypes')}; Kernel/Modules/AgentTicketClose.pm: if (!$DefaultNoteTypes{$NoteTypes{$_}}) { Kernel/Modules/AgentTicketNote.pm: my %DefaultNoteTypes = %{$Self->{ConfigObject}->Get('Ticket::Frontend::NoteTypes')}; Kernel/Modules/AgentTicketNote.pm: if (!$DefaultNoteTypes{$NoteTypes{$_}}) { Kernel/Modules/AgentTicketPending.pm: my %DefaultNoteTypes = %{$Self->{ConfigObject}->Get('Ticket::Frontend::NoteTypes')}; Kernel/Modules/AgentTicketPending.pm: if (!$DefaultNoteTypes{$NoteTypes{$_}}) { Kernel/Modules/AgentTicketBulk.pm: my %DefaultNoteTypes = %{$Self->{ConfigObject}->Get('Ticket::Frontend::NoteTypes')}; Kernel/Modules/AgentTicketBulk.pm: if (!$DefaultNoteTypes{$NoteTypes{$_}}) { Seigafuse, Mike wrote: > From Defaults.pm: > > # --------------------------------------------------- # > # defaults for add note # > # --------------------------------------------------- # > # default note type > $Self->{DefaultNoteType} = 'note-internal'; > $Self->{DefaultNoteTypes} = { > 'note-internal' => 1, > 'note-external' => 0, > 'note-report' => 0, > > Copy this section to your Config.pm and change the value of note-external to 1. That should do the trick (I just tested it and it worked for me). > > Mike > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Leah Cunningham > Sent: Friday, September 16, 2005 6:30 PM > To: otrs(a)otrs.org > Subject: [otrs] note-external not available on tickets 2.0.2 > > Hi, > > I have asked about this before, but never got a response so I am trying > again. I cannot find anywhere in the documentation or the system > information on what settings to look at to enable the note-external. > All of the tickets coming into the system have the option of adding an > internal note, but the documentation mentions that there should be a > note-external that customers can see with the customer interface. > > I have the customer interface set up and it appears to be working okay. > I am using LDAP for the backends for the Customer and auth. If anyone > knows anything about this, I would really appreciate it. > > Leah > > > ------------------------------------------------------------------------ > > _______________________________________________ > 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/ -- Mike Conigliaro Proactive Technologies conigliaro(a)getproactivenow.com 203.239.0440 ext.17 http://www.getproactivenow.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/ 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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Mail to several agents when new mail arrives
by Are Hoel 19 Sep '05

19 Sep '05

I've just upgraded from v1.2.2 to v2.0.2 and when email arrives some of the agents receive several mails when an email arrives. I've instructed them to turn off "Follow uo notification" and "Ticket lock timeout notification" and select a queue with little activity as their "subscribed" ones. This seems to solve the immediate problem, but I can't really see it as a good permanent solution. Is this a known problem? What could be the solution? Best regards Are Hoel Systems Administrator Telio AS - www.telio.no

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linked tickets
by Daniel Balan 19 Sep '05

19 Sep '05

Hello otrs, I am using a lot of linked tickets, but upgrading from 1.3.2 to 2.0.2 I was surprised to see all of my links are gone. Did anyone experienced the same issue? Is there a script to fix it? Daniel -- This message was scanned for spam and viruses by BitDefender. For more information please visit http://www.bitdefender.com/

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Newline characters removed from incoming emails
by Sheline, Carl (LLU) 18 Sep '05

18 Sep '05

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

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note-external not available on tickets 2.0.2
by Leah Cunningham 16 Sep '05

16 Sep '05

Hi, I have asked about this before, but never got a response so I am trying again. I cannot find anywhere in the documentation or the system information on what settings to look at to enable the note-external. All of the tickets coming into the system have the option of adding an internal note, but the documentation mentions that there should be a note-external that customers can see with the customer interface. I have the customer interface set up and it appears to be working okay. I am using LDAP for the backends for the Customer and auth. If anyone knows anything about this, I would really appreciate it. Leah -- Leah Cunningham : d416-585-9971x692 : d416-703-5977 : m416-559-6511 Frauerpower! Co. : www.frauerpower.com : Toronto, ON Canada

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RE: [otrs] What do I need to configure to change the SystemAdmiistratoremail address?
by Varsani, Rajendrakumar (PSD) 16 Sep '05

16 Sep '05

I looked there already. It's correctly set to : otrshelp(a)psd.defra.gsi.gov.uk : ( Rajendrakumar Premji Varsani BSc (Hons) ____________________________________ Database & Application Support Team Telephone: 01904 45 5805 Mobile: 07968 243125 rajendrakumar.varsani(a)psd.defra.gsi.gov.uk Room134, Mallard House, PSD, Kings Pool, York, YO1 7PX PSD Website: http://www.pesticides.gov.uk -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Art Powell Sent: Friday, September 16, 2005 12:09 PM To: 'User questions and discussions about OTRS.org' Subject: RE: [otrs] What do I need to configure to change the SystemAdmiistratoremail address? Varsani, Go into Admin. Then click on "Email Addresses". Then click on "OTRS System" on the left side and the "change" button. Change this address to the email you want and it should fix the problem. Art Powell Diamond IT Services 1-512-517-6472 art(a)diamonditservices.com For support email support(a)diamonditservices.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 6:05 AM To: User questions and discussions about OTRS.org Subject: [otrs] What do I need to configure to change the System Admiistratoremail 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 f|r Ihr OTRS System? => http://www.otrs.de/

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