January 2006 - otrs - OTRS mailing lists

Changing "Ticket#" to something else on the Subject line?
by Björn Wiberg 16 Jan '06

16 Jan '06

Hi! Does anyone know if it is possible to change the appearance of the subject line, reading "Ticket#123456" by default, to something else, e.g. "MySystem#123456"? Thanks in advance! Best regards, Björn

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Reg: Queues & SubQueues Differences??
by KartheeK 16 Jan '06

16 Jan '06

Hello All, Can anybody of you tell me, if there is any differences in the behavior of queues and subqueues.?? How or where is the concept of "SubQueues" useful ?? Regards KartheeK Send instant messages to your online friends http://in.messenger.yahoo.com

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Where can I get a listing of all OTRS variables e.g. <OTRS_USER, <OTRS_CUST
by Michael Belz 16 Jan '06

16 Jan '06

Gang, Where can I get a complete listing of all the system defined variables i.e. <OTRS_FIRSTNAME[10}> etc. they have them for almost everything, but right now I have to search other admin section or the config files to find them all, very time consuming, is there a listing of all variable? Thank you Thank you, Michael W. Belz Jr. Systems Administrator, Sky River Management (702) 336-9418 AIM: SimbaSRM

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Team Leaders
by shawn.beasley＠dlh.de 16 Jan '06

16 Jan '06

Dear all, I have team leaders that will login to the customer.pl to check tickets that are open. They will need to see all tickets that have been created. This is available by the company ticket option, but I am not sure where to set this up. Can anyone assist me in this? Vielen Dank, Shawn Beasley Support - IT Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: <mailto:shawn.beasley@dlh.de> shawn.beasley(a)dlh.de Web: <http://www.cfc-callcenter.de/> http://www.cfc-callcenter.de

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AW: [otrs] Changing priority
by shawn.beasley＠dlh.de 16 Jan '06

16 Jan '06

Hello Jennifer, Try this selection: Config Options: Ticket -> Frontend::Customer CustomerPriority: YES Vielen Dank, Shawn Beasley Support - IT -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Jennifer Valdez Gesendet: Donnerstag, 12. Januar 2006 19:15 An: otrs(a)otrs.org Betreff: [otrs] Changing priority Is there a way for the customer to change the priority of a ticket? For example, a ticket was submitted with normal priority (priority 3), but much time has passed and the request has now become urgent. Is there any way for the customer make this change? Or do they just have to send a follow-up email? Thanks, Jennifer _______________________________________________ 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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Syslog.pm line 312 error...
by Buchner, Daniel 16 Jan '06

16 Jan '06

Hi, Anyone got any ideas as to why I *sometimes* get the following error when using PostmasterPOP3.pl, the whole POP process dies and I am required manually purge the affected message from the queue before I can continue. Modification of a read-only value attempted at /usr/lib/perl/5.8/Sys/Syslog.pm line 312. Is there a work around for this? Rgs, Daniel Buchner BigPond Operations Desk: +61 2 8255 0618 Mobile:+61 428 225 476 Email: daniel.buchner(a)team.telsra.com

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OTRS install on CentOS
by David Vanderpoort 15 Jan '06

15 Jan '06

Anyone using OTRS on CentOS with cPanel / WHM? We are about to install OTRS on one of our production servers running CentOS with cPanel. Wondering if there is a RPM or if someone perhaps has a punchlist / check list of issues to check prior to install or during install. Our intent is to offer OTRS and promote to our current and future hosting clients. Cheers! Dave Safley otrs.us [at] gmail.com ParagonHost.com

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Using private key to DECRYPT SMIME email?
by Stephen Ritter 14 Jan '06

14 Jan '06

Hello, I've got a question regarding SMIME support in otrs-2.x. I found some information on SMIME in the otrs faq and from that it appears as though OTRS expects the SMIME email to be encypted using the Customer's Private Key and thus decrypted with the Customer's Public Key (cert). This makes perfect sense. We are using SMIME a bit differently and I am wondering if there is a way to get OTRS to support it. We have an application that is installed at the customer site and creates SMIME email on behalf of the user, encrypting the SMIME email using a well known public key (cert) that is included with our software. So, all customer email is encrypted using the same key (our public cert) and can therefore only be decrypted with our secret private key. Is there some way to load a secret key into the Customer User object that would allow OTRS to decrypt incoming SMIME email in the fashion described above? Thanks in advance for any help! --Steve

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Pending tickets don't close when scheduled
by Peake, Jeremy 13 Jan '06

13 Jan '06

When I change a ticket to pending auto close, why doesn't it close when the time passes? Is it supposed to? Thanks Jeremy P

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No Permission!
by Florent Guiliani 13 Jan '06

13 Jan '06

Hi all, I don't know what I've changed but when I click on 'Zoom' on a ticket in the queue I've got "No Permission!" even if I try with root@localhost (admin user) What's wrong? Florent,

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