November 2006 - otrs - OTRS mailing lists

note-external in otrs 1.3 ?
by Maxim Vexler 08 Nov '06

08 Nov '06

Hi, I'm using otrs 1.3 on debian sarge. I'm looking for a way to create more transparent ticket handling between the clients and the agents. Now, in the "note" screen the only option I have for Note type: is note-internal. How can I add the option of "note-external" to the selection list ? Thank you, Maxim. -- Cheers, Maxim Vexler "Free as in Freedom" - Do u GNU ?

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Where are customer and public FAQ
by EDV Tekomedia 08 Nov '06

08 Nov '06

Hello, perhaps I just forgot to configure something, but where are the public and the customer FAQ-views gone? I updated otrs from 2.0.4 to 2.1.2, installed the FAQ-package and can use the FAQ in the agent-view but when I logon in the customer view, I can see the icon for the FAQ, but when I click on it, only the header and the footer of the customer view appear. When I go to the adress www.my-server.adress/faq.pl or www.my-server.adress/public.pl, also only the header and the footer do appear. Have I forgot anything? Thanks in advance -- EDV Tekomedia Markus Nagel Tekomedia GmbH Castroper Str.12 D-44791 Bochum T: +49 (0)234 8939-0 F: +49 (0)234 8939-28 ____________ Virus checked by G DATA AntiVirusKit

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No new ticket notification
by Kayra Otaner 07 Nov '06

07 Nov '06

Hello, I'm trying to solve a new ticket notification issue for a while. Here is my setup and description of the problem: - Config.pm has these lines : $Self->{CustomerGroupSupport} = 1; $Self->{CustomerGroupAlwaysGroups} = ['users', 'info', 'customersupport']; When using agent Interface (/otrs/index.pl): - Tickets created by agents in any queue sends new ticket notifications to all agents who are in the same group with the queue and opts in to receive emails. When using customer Interface (/otrs/customer.pl): - Tickets created by agents and customers sends new ticket notifications if queue is owned by 'users', 'info' or 'customersupport' groups. - Tickets created by agents and customers doesn't send new ticket notification for any other queue. When I disable 'CustomerGroupSupport' feauture in Config.pm by specifying: $Self->{CustomerGroupSupport} = 0; then all queues from all groups show up in the pulldown menu at the customer interface and new ticket notifications are sent. I tried this on fresh otrs installations of 2.0.4 and 2.1.2 (source installations) without any customization and issue exists on both. I've searched mailing list archives for last 11 months (starting from January 2006) and noticed that several people reported same issue but no solution posted to the list (as far as I can see) Any help will be greatly appreciated. Thanks Kayra Otaner

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Send a daily email of open tickets to admin?
by Bo Wells 07 Nov '06

07 Nov '06

Our manager wants a daily email of all open tickets. I'm not sure this is possible, but does anyone know of a way to get the OTRS server to send a daily email of non-closed tickets?

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RE: [otrs] Email too big
by Peter van Beugen 07 Nov '06

07 Nov '06

sounds like a problem with the default binary size in mysql check te setting 'max_allowed_packet' in my.cnf -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Richard Hinkamp - BeSite Verzonden: dinsdag 7 november 2006 9:26 Aan: User questions and discussions about OTRS.org Onderwerp: Re: [otrs] Email too big In Config.pm put: $Self->{'PostMasterPOP3MaxEmailSize'} = 1024 * 6; You can set this to other values. I had some serious problems with big emails and reported a bug (http://bugs.otrs.org/show_bug.cgi?id=1077) and it has been partially fixed and I reopened and they closed it saying it wasn't a bug. So please TEST before setting the value to something big! Richard Graham Leggett wrote: > Hi all, > > I am suddenly getting errors as follows: > > Email to big (6744 KB - max 6144 KB)! > > I can't find where this figure "6144KB" is configured, it's not > configurable in the POP config. > > Does anyone know where I can change this figure? > > I am using OTRS v2.0. > > Regards, > Graham _______________________________________________ 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 orr consulting for your OTRS system? => http://www.otrs.com/

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RE: Send a daily email of open tickets to admin?
by Phil Morris 07 Nov '06

07 Nov '06

Hi, We quickly realised the limitations of the stats part of OTRS, and because we are a BI (reporting, OLAP etc.) house we simply connected to the database over ODBC to MySQL, and now we can use all of the reporting and distribution facilities of our toolsets. (I won't bore you with the details - just go to www.it-performs.com to read about the stuff we play with) This lets us produce virtually any report, and explore our tickets at will. A good one the other day was trying to journal activity on a particular date - very difficult in OTRS, very easy in the database ;) I would recommend you have a look what you have lying around on your shelves in terms of reporting and BI software (Crystal for example) and give it a go! If you want any help let me know. Cheers, Phil Morris

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Email too big
by Graham Leggett 07 Nov '06

07 Nov '06

Hi all, I am suddenly getting errors as follows: Email to big (6744 KB - max 6144 KB)! I can't find where this figure "6144KB" is configured, it's not configurable in the POP config. Does anyone know where I can change this figure? I am using OTRS v2.0. Regards, Graham --

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Can OTRS be used for non-ticket# E-mail via POP3?
by s taylor 07 Nov '06

07 Nov '06

Hello. Can OTRS be used for sending/receiving non-ticket# (personal) E-mail via POP3 AND automatically send to a specific queue that is only accessible by that person? If so, how can I set it up differently from the other ticket#-assigned E-mail? I would like to have 1 E-mail system vs. 2: 1 for ticket#-generation and another for personal (e.g. using a PC-based E-mail software program). Thanks in advance.

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can't receive messages
by henche muliawan 06 Nov '06

06 Nov '06

i need ur help, i have problem, why i'cant receive mail from admin? in my account, only show "my queues" and another queues didn't show in my account. and i have problem with reply message from user, ex: i'm login to admin account, and i can receive message from user, i want to reply it, but in this menu "To : Re: xxxx" is wrong address, this address show my admin address just like send to my self... pls give me solution to fix my problem ASAP... thx. - Henche Muliawan - ____________________________________________________________________________________ Cheap Talk? Check out Yahoo! Messenger's low PC-to-Phone call rates (http://voice.yahoo.com)

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AW: [otrs] OTRS 2.1 and the FAQ
by shawn.beasley＠dlh.de 06 Nov '06

06 Nov '06

Sorry, Here is the bug link. http://bugs.otrs.org/show_bug.cgi?id=1457 Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 LPIC - 1 (pruefen) Cargo Future Communications GmbH > -----Ursprüngliche Nachricht----- > Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im > Auftrag von Matthias Wegner > Gesendet: Montag, 6. November 2006 08:58 > An: User questions and discussions about OTRS.org > Betreff: Re: [otrs] OTRS 2.1 and the FAQ > > Hi James, > > FAQ is now a sperate Module. > > Use the Administation/Package manager to install it. > To Access the FAW you need rw or ro rigths in the FAQ group. > > Greetings > MW > > > James Mohr wrote: > > Hi All! > > > > According to the OTRS homepage, it has a "FAQ-/Knowledge > Database for > > Selfservice and Problem Management". However, I find no way of > > activating or accessing this. Any help would be appreaciated. > > > > Regads, > > > > Jim Mohr > > > > _______________________________________________ > 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 orr consulting for your OTRS system? > => http://www.otrs.com/ >

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