January 2006 - otrs - OTRS mailing lists

Change Pop3 download times
by Eric Gilbert 10 Jan '06

10 Jan '06

I have been looking around at different settings but I'm unable to find where I can change the speed at which OTRS downloads messages from the server it is currently set at every 10minutes by default. Could someone please direct me as to where this option may be. Thanks, Eric Gilbert

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Problem with
by James Van't Slot 10 Jan '06

10 Jan '06

As of about 1:30 pst yesterday... the POP3 collection has stopped. I ran PostMasterPOP3.pl from the command line and I get the following error: Use of uninitialized value in numeric eq (==) at /usr/lib/perl5/5.8.3/Net/POP3.pm line 302, <PRODUCT> line 4. ERROR: OTRS-PM3-10 Perl: 5.8.3 OS: linux Time: Tue Jan 10 10:14:33 2006 Message: Auth for user csa@localhost failed! Traceback (32294): Module: main::FetchMail (v1.17) Line: 164 Module: /opt/otrs//bin/PostMasterPOP3.pl (v1.17) Line: 126 I can't think of one thing that has changed on the server and I can log into the same account (CSA) using IMAP with no difficulty using the same password. Any Ideas how to resolve this issue? Thanks in advance for any help! james

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adding new fields to front end
by ibrahim ALIZ 10 Jan '06

10 Jan '06

Hi everybody, I need to change the front end for the customers for creating a new ticket, is there anyone who have already tried? Thanks for your time, ibrahim __________________________________________ Yahoo! DSL Something to write home about. Just $16.99/mo. or less. dsl.yahoo.com

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Attach FAQ next page problem.
by David Hathiramani 10 Jan '06

10 Jan '06

Dear All, Sorry if this has been answered before, I have trawled the list and can't find a solution. After an FAQ item is attached, or even looked at from within the reply to customer screen, the next page that is displayed after the response is sent is the FAQ search page not the Queue page. I like the function, but have seen that page so many times I hate it. There is an added annoyance in that there are no buttons at the top of the page, so you have to click back twice on the browser to get back to the Queue page. Its probably some little setting that needs to be altered. While I am on FAQ's, is there a away to automatically attach FAQ attachments to the response. It seems to leave these out - if not it would be a good enhancement. Cheers David David Hathiramani Systems Support (Applications) Eden Brown Recruitment, Training & Consultancy, Managed Services 222 Bishopsgate, London, EC2M 4QD T 020 7422 7300 F 0845 434 9573 d.hathiramani(a)edenbrown.com <mailto:d.hathiramani@edenbrown.com> www.edenbrown.com <http://www.edenbrown.com/> Voted as one of The Sunday Times Best Small Companies to Work For 2005. Winner - Best National Recruitment Agency Website Award - National Online Recruitment Awards 2004 Winner - The Best Innovator Award - Britain's most innovative small to medium business - ATKearney and The Business 2004 Winner - Best Public Sector Recruitment Agency - Recruiter Awards for Excellence 2004 www.edenbrown.com/awardwinning for more information on our award winning success. ****************************************************************** Any opinions expressed in this email are those of the individual and not necessarily the Company. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended recipient, be advised that you have received this email in error and that any use is strictly prohibited. Please address any enquiries regarding this notice to:- helpdesk(a)edenbrown.com This footnote also confirms that this email message has been swept by MailMarshal for the presence of computer viruses. ****************************************************************** Eden Brown Ltd, 222 Bishopsgate, London EC2M 4QD Tel: +44 (0)20 7 422 7300 http://www.edenbrown.com This email was scanned by Postini, the leading provider in Managed Email Security. If you have received this email and/or have any questions you can contact the Grove Group on +44 (0) 870 224 0432 or visit our website www.groveis.com

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Feature question
by Florent Guiliani 10 Jan '06

10 Jan '06

Hi all, Is it possible to search for any ticket who have been closed in a laps of time? Another question: Is is possible to see all tickets locked on a given user ? -- <http://www.perinfo.com> * Florent GUILIANI - Développement Système* 41, avenue Jean Jaurès - 67100 STRASBOURG /Tel :/ 03.88.44.96.00 /- Fax :/ 03.88.44.96.29 /E-mail :/ fguiliani(a)perinfo.com <mailto:fguiliani@perinfo.com> /Site Web :/ http://www.perinfo.com

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- Max Upload Size for Customer
by Philip Kuss 10 Jan '06

10 Jan '06

Hello, a time ago someone asked for help how to increase the upload size for attachments using the customer web interface. I did not find a solution for it but I have the same problem now. Attachments are just accepted up to 1MB. How can I change this ? Thank you very much in advance! Yours Philip

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Delete queue
by Maurice James 10 Jan '06

10 Jan '06

Is it possible to delete a que? I am trying to run reports and Queues that I marked invalid are still showing up on the report.

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Agent owners
by Maurice James 10 Jan '06

10 Jan '06

Is it possible for more that one agent to own a ticket?

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new install issues
by Mark J. Nernberg 10 Jan '06

10 Jan '06

I have just moved my OTRS installation from one box to another. The database transfer went fine, along with everything else. On both, I'm using Apache 2.0.55, Perl 5.8.7, and mod_perl2 2.0.2. On the old box, everything works fine. On the new one, when trying to login to OTRS, I get the following error: [Mon Jan 09 23:21:59 2006] [error] Cannot allocate memory at /usr/www/ portal/otrs//Kernel/System/Log.pm line 79.\n Any help would be appreciated.

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Autoreply not working/wrong queue
by Adam Getchell 10 Jan '06

10 Jan '06

Hello all, I'm running OTRS 2.0.4 on Windows 2003. I've got POP3 enabled on my Exchange server, and currently a mailbox is checked by my CSRequests queue, a ticket is created, and SMTP is enabled for autoresponses, which works. That is, a customer sending an email to that e-mail address gets a response back, and the ticket shows up in the CSRequests queue. A similiar setup using a different Systemaddress for a different queue (WebRequests) drops it into the raw queue instead of the WebRequests queue, and the SMTP autoreply consequently does not work. Why would these differ, and where would I look. I've so far looked at POP3 Account management (which works, as I can verify that mailbox gets emptied every 10 minutes -- just the ticket goes to the wrong queue), the Queue, and the Auto Responses Queue. All of these are setup similar, the only difference being the mailbox used. *************** * Adam Getchell, M.S. * Director of Information Technology * College of Agricultural & Environmental Sciences Deans' Office * acgetchell(a)ucdavis.edu (530)752-8008 *************** "Invincibility is in oneself, vulnerability in the opponent." -- Sun Tzu

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