February 2006 - otrs - OTRS mailing lists

RE: [otrs] Customer email as ID
by Thomas Nilsen 15 Feb '06

15 Feb '06

Can't you use a dummy email for these which is routed to /dev/null on a dummy domain or something? I assume you have to register a name of some sort or a phone number. If you have a local domain of example.com, create a null routed domain of noemail.example.com and give these phone only tickets a <phonenumber>@noemail.example.com or <fullname>@noemail.example.com email address. That way if any mail is sent out to such an address, it is never delivered to anyone and you can use OTRS without customising it (if it is at all possible). Regards, Thomas -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Jason Loven Sent: Wednesday, February 15, 2006 9:33 PM To: otrs(a)otrs.org Subject: [otrs] Customer email as ID Is there a particular reason that it's required that the customer ID be an email address? I understand that it's good to have that to maintain a communications trail with the customer etc but often our issues are handled over the phone and in about 15-20% of the cases the specific person we are speaking with does not have an email address. At least not that they wish to share. Also in about 25% of the tickets we open the tickets are opened by a receptionist who takes the call or it may come in via a voice mail where the customer does not leave an email. Just wondering if it's possible to make some small tweaks to accommodate this since currently OTRS checks the MX validity of entered email so we cant even do something like customername(a)company.nodomain to get the ticket open. DISCLAIMER: This message contains information that may be privileged or confidential and is the property of the Roxar Group. It is intended only for the person to whom it is addressed. If you are not the intended recipient, you are not authorised to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message.

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Customer email as ID
by Jason Loven 15 Feb '06

15 Feb '06

Is there a particular reason that it's required that the customer ID be an email address? I understand that it's good to have that to maintain a communications trail with the customer etc but often our issues are handled over the phone and in about 15-20% of the cases the specific person we are speaking with does not have an email address. At least not that they wish to share. Also in about 25% of the tickets we open the tickets are opened by a receptionist who takes the call or it may come in via a voice mail where the customer does not leave an email. Just wondering if it's possible to make some small tweaks to accommodate this since currently OTRS checks the MX validity of entered email so we cant even do something like customername(a)company.nodomain to get the ticket open.

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SV: [otrs] IPC problem ?
by Haugland, Tore 15 Feb '06

15 Feb '06

Hi. I had the same problem some time ago; http://bugs.otrs.org/show_bug.cgi?id=465 Think the solution was to remove a leading digit in the IPCKey to make it work - dunno what the current OTRS default value for IPC key is (still running otrs 1.3) Tore H -----Opprinnelig melding----- Fra: Jordan Bracco [mailto:jordan@exmuros.net] Sendt: 14. februar 2006 18:45 Til: otrs(a)otrs.org Emne: [otrs] IPC problem ? Hello. I have installed a OTRS with apt-get install on Debian Sarge, but I have a problem: "Invalid argument at /usr/share/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 156." when i'm login. The block of code around line 156 is: # write shm cache log if ($Priority !~ /^debug/i && $Self->{IPC}) { $Priority = lc($Priority); my $Data = localtime().";;$Priority;;$Self->{LogPrefix};;$Subroutine2;;$Line1;;$Message;;\n"; my $String = $Self->GetLog(); shmwrite($Self->{Key}, $Data.$String, 0, $Self->{IPCSize}) || die $!; } return 1; } # -- Thanks :) _______________________________________________ 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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Authentication (User's and Admin's) Question?
by carinus.carelse＠mrc.ac.za 15 Feb '06

15 Feb '06

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RE: RE: [otrs] Sub-Sub Queues[Scanned]
by Danie Theron 15 Feb '06

15 Feb '06

Hi , I have managed to get a workaround for my problem. I first created a Parent Queue with all it's sub queues and then simply moved that queue into my desired sub queue. :-) _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Volker.Lipper(a)de.mecglobal.com Sent: 15 February 2006 10:39 AM To: User questions and discussions about OTRS.org Subject: Re: RE: [otrs] Sub-Sub Queues[Scanned] then you would create a sub-sub-sub queue and thats not possible afaik.... but you just asked for sub-subs..... ;-)) Li otrs-bounces(a)otrs.org schrieb am 15.02.2006 08:49:41: > Hi Patrick , > > I tried that but the Sub Queue does not show in the dropdown list of Queues. > > To explain , I create a main queue called VPL. Under that queue I > created a Sub Queue called Help. Under the Help queue I have created > another Sub Queue called Management Follow Up. Now if I want to > create another queue UNDER the Management Follow Up queue called > Finance. So the queue list will look as follows : > > VPL::Help::Management Follow Up::Finance > > I can only see the Help queue in the drop down list when creating a > new Queue. So you can see my predicament :( > > > -----Original Message----- > > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > > Patrik Forsberg > > Sent: 14 February 2006 04:58 PM > > To: User questions and discussions about OTRS.org > > Subject: RE: [otrs] Sub-Sub Queues[Scanned] > > > > sure, just create a new queue and select the sub-queue you want it to be a > > child of. > > > > > > > -----Original Message----- > > > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > > > Behalf Of Danie Theron > > > Sent: Tuesday, February 14, 2006 3:44 PM > > > To: User questions and discussions about OTRS.org > > > Subject: [otrs] Sub-Sub Queues > > > > > > Hi , > > > > > > Just a quick question , is it possible to have sub queues of > > > sub queues? > > > I don't see the option in the web interface. > > > > > > Regards , > > > > > > Danie Theron > > > > > > ----------- > > > > > > > > > _______________________________________________ > > > 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 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 für Ihr OTRS System? > => http://www.otrs.de/

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DTL question
by Braun Brelin 15 Feb '06

15 Feb '06

Hi folks, According to what I understand about DTL, setting variables like $Data{OptionStrg} are only valid for the actual page. What I don't understand is where these hash elements (I assume that they're hash elements) are actually set in the first place. Certainly, there isn't a set Data{"OptionStrg"} anywhere in the .dtl page that i'm trying to customize (AgentTicketPhoneNew.dtl). Can any one point me to a document explaining DTL, other than the README.dtl or the TEST.dtl file, which are rather basic? Thanks, Braun Brelin

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Perl error? httpd won't start.
by Mike Pietersen 15 Feb '06

15 Feb '06

I seem to have worked out my AD authentication issues, but my apache service won't start. My error log says: [Wed Feb 15 08:08:08 2006] [error] syntax error at /opt/otrs/Kernel/Config.pm line 122, near "$Self"\nCompilation failed in require at /opt/otrs/scripts/apache2-perl-startup.pl line 28.\nBEGIN failed--compilation aborted at /opt/otrs/scripts/apache2-perl-startup.pl line 28.\nCompilation failed in require at (eval 2) line 1.\n [Wed Feb 15 08:08:08 2006] [error] Can't load Perl file: /opt/otrs/scripts/apache2-perl-startup.pl for server 127.0.0.1:0, exiting... Has anyone had similar problems with OTRS where perl modules are failing? I ran the checkmodules and all of them are correctly installed except for the ones that are required for OTRS stats. Any insight? Thanks, Mike Pietersen, A+, MCP All State Fastener Corporation IT (586) 498-1388

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adding fields to MySQL tabel
by Koning, Rene 15 Feb '06

15 Feb '06

Hi, I did add some fields (like department) to 'customerMessagenew.dtl'. I add the same fields in the table 'ticket' (with ALTER table ...), but when I make a new ticket and fill-in the new fields, the data is not displayed in the database... Do I have to add the fields somewhere else too and/or do I have to make other changes? Do I have have to make changes to the program 'customerticketzoom.dtl' ? Greetings, Rene ########################################### This message has been scanned by F-Secure Anti-Virus for Microsoft Exchange.

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Ticket Escalation every 20 minutes problem ***URGENT***
by JC Boursiquot 15 Feb '06

15 Feb '06

Does anyone know how to turn off ticket escalations. The OTRS system is escalating open and closed tickets every 20 minutes. I have all queues and sub-queues notification field Escalation time (minutes): are set to 0. JC Boursiquot

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RE: [otrs] OTRS Stress Tests
by Peter van Beugen 15 Feb '06

15 Feb '06

I run OTRS 1.3.2 on a RH9-linux box: an "old" Compaq Prioliant system Pentium III-500Mhz 1 Gb RAM Up to 20 simultaneous users, handling about 1.500 tickets a day And no performance issues at all ! Regards, Peter ________________________________ Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Thought Fix Verzonden: dinsdag 14 februari 2006 20:56 Aan: User questions and discussions about OTRS.org Onderwerp: [otrs] OTRS Stress Tests Is there a site for OTRS stress tests? I was unable to find it after much Googling. We're trying to find the right solution for up to 20 simultaneous agents and around 6,000-8,000 tickets per day. We can build as much of a server as this needs but would like to high instead of low. Thanks! --DRG

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