March 2006 - otrs - OTRS mailing lists

Thorsten Kocher/Spirit21 ist außer Haus.
by TKocher＠spirit21.de 19 Apr '17

19 Apr '17

Ich werde ab 13.05.2005 nicht im Büro sein. Ich kehre zurück am 30.05.2005. Vielen Dank für Ihre Email. Leider befinde ich mich bis Montag, 30. Mai 2005 außer Haus und kann daher Ihre Nachricht nicht bearbeiten. Bitte rufen Sie mich in dringenden Fällen mobil unter 0172 6377392 an. Vielen Dank für Ihr Verständnis. Thorsten Kocher Ich werde Ihre Nachricht nach meiner Rückkehr beantworten.

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Possibly a Bug...Possibly Me....Agent Notifications
by Trevor Vaughan 22 May '07

22 May '07

Ok, This is kind of related to a previous post but I've been able to expound upon it further. Basically, does anyone know how to properly set up Agent Notifications. I.e. When an external email comes into the queue, a notification is sent. When an agent enters something into the queue, a notification is sent. However, when a customer adds something into the queue from the customer web interface a notification is NOT sent. Can't figure this one out. Help appreciated. Thanks, Trevor -- Heredocs, theredocs, everwhereadocsdocs old macdonald had a server farm he eyed the I/O

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/vat/tmp files locked so can't be opened by PGP
by John Gurhy 08 Nov '06

08 Nov '06

HI, I am running version 2.0.3 on Windows 2003 and I am trying to get PGP working. PGP can't open a clear signed message, even if I try and manually verify the file from the CMD line. It looks like the tmp file is being kept locked open as I get the following error message: "gpg: can't open `C:\OTRS\otrs\var\tmp\pautHul8AF.tmp' gpg: verify signatures fail" However if I copy the tmp file to another dir I can verify it via the CMD line. Any idea where I am going wrong? Thanks in advance John John at gurhy.co.uk 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 have received this email in error please notify the sender.

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Put ticket Print link in QueueView?
by Wes Plate 19 Oct '06

19 Oct '06

I would like to put a print link in Queueview, so that I don't have to first zoom in to a ticket in order to print it. How can this be done? -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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OTRS statistics
by Edgar Meij - Hostnet Helpdesk 29 Sep '06

29 Sep '06

Dear all, During the greater part of this year I've been developing a statistics module for OTRS (and Hostnet). Attached you'll find a zip file with the final result. See the README file within for further installation details, requirements, etc. etc. The script is able to produce the following ticket statistics, aggregated on a per-day or per-week basis, between specified dates and in specified queues. The output can be selected as well; graphs, CSV and HTML (tables) are supported. Maybe it'll be of use to some of you ;-) . - Number of new tickets (total/calls/e-mails) - Workload (number of calls, in- and outgoing e-mails) efficiency: - E-mail time calculations: Open time Reply time Resolution time efficacy: - Average number of follow-ups/replies per ticket - Number of first time fixes Best regards (and happy holidays), Edgar Meij Hostnet BV Singel 106 1015 AD Amsterdam The Netherlands helpdesk website: http://www.hostnet.nl/helpdesk helpdesk : helpdesk(a)hostnet.nl tel : 020 // 7500 811 fax : 020 // 7500 825 sales : sales(a)hostnet.nl administratie : admin(a)hostnet.nl

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Not all Tickets shown in "New messages" if "Locked Tickets" are more than 1000
by André Bauer 22 Jul '06

22 Jul '06

Hallo. IŽm not sure if this is a bug or missconfiguration (Limits?) of otrs. If there are more than 1000 "Locked Tickets" the "New messages" are not completly shown. Please take a look at this url: http://monotek.ath.cx/images/otrsbug.png Like you can see there are 1051 "Locked Tickets" and 15 "New messages". If i click on "New messages" there are only 4 of the 15 "New messages" shown. If you close some of the "Locked Tickets" the complete amount of "New messages" is shown. This is not possible in my case because all these tickets have the state "pending autoclose" an i need to wait for the configured time. If i search for my open tickets all 15 tickets are shown. Any ideas how to fix this? I also created a bug report for this: http://bugs.otrs.org/show_bug.cgi?id=1114 -- Best regards André Bauer System: Debian 3.1 / Apache 2.0.54 / MySQL 4.0.24 / OTRS 2.0.4

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RE: [otrs] customer.pl frontend - remove queue column
by Isaac Gonzalez 26 Jun '06

26 Jun '06

What queue does this go to then if the customer cannot select a queue to go to?...I am assuming the raw queue, but not sure. Isaac Gonzalez Systems Administrator AutoReturn Phone: (415)575-2359 Fax: (415)575-2379 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Omar Speranza Sent: Tuesday, March 28, 2006 1:47 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] customer.pl frontend - remove queue column Christian Schoepplein ha scritto: > Please see the Customer*.dtl files in Kernel/Output/HTML/Standard. These > files controll the output in the customer.pl panel. Just change the > files for your needs. I've changed CustomerStatusView.dtl it works fine, thanks a lot! -- ~omar _______________________________________________ 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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LDAP/AD issues
by Mike Cook 10 Apr '06

10 Apr '06

Simply put; I can't make this work. I've read through the mailing lists, and the site documentation for getting LDAP auth to work for agents/customers. I've ported/integrated plenty of apps into LDAP before, but OTRS continues to stump me. I've started with customers; using the web frontend I configured everything, but customers can't login. They are taken back to the login screen with "Panic! No UserData!!!", while the server log shows: Dec 1 14:06:11 helpdesk OTRS-CGI-10[12252]: [Notice][Kernel::System::CustomerAuth::LDAP::Auth] CustomerUser: mikec authentification ok (REMOTE_ADDR: 192.168.169.154). Any ideas?

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problems after upgarde
by Jerome Alet 03 Apr '06

03 Apr '06

Hi there, I'm running OTRS v2.0.4p01-4 under Debian Etch which has been upgraded from Sarge with OTRS v1.x on it. I manually upgraded the PostgreSQL database schema because this wasn't done during the automatic upgrade, and all seems to work fine, excepted the notifications. If I create a ticket by sending an email to otrs@mydomain, the ticket is created and put in the correct queue. So it seems that procmail is correctly launched and PostMaster.pl correctly parses the message. If I login as a fake customer user and create a ticket it is created correctly and viewable when I login as a normal user. If when logged as a normal user I answer a ticket by email, the message is sent correctly to the customer user. BUT normal users are never notified that a new ticket has been created, which renders OTRS in fact unusable. If while logged in as the admin I send an admin notification, it is correctly sent to normal users though. I've checked my mail server logs and nothing gets sent. If when logged as an admin I view the system log, I've got : "OTRS-PM-10 Sent agent 'NewTicket' notification to 'user@mydomain'." So it appears that OTRS "believes" that it has sent the notification but in fact wasn't able to do this. I use Exim as the outgoing SMTP server, and nothing appears in mainlog, rejectlog or paniclog, so OTRS fails somewhere before the notification gets sent. Any idea of what I should do to manually send a fake notification to diagnose the problem further ? Thanks in advance for any help bye Jerome Alet

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Assigning ticket owner on ticket creation
by Jon H 03 Apr '06

03 Apr '06

Hello all, I was not able to solve my previous issue: >> I setup a generic agent to assign new tickets from a certain user to >> change the owner to another user. When I save the agent, it warns me that >> 35 tickets will be effected. >> >> >> >> However when I click "Run now", none of the tickets are changed. I tried >> something as simple as assigning all new tickets a user and even that >> doesn't work. I see in the system log that the agent is running every ten >> minutes, but it still does not make any changes. >> >> >> >> Could this be a permission problem of some sort? Any advice is greatly >> appreciate. Thank you, Therefore I was wondering if there is a way to automatically assign ownership to the same person on any tickets that are created when sent in via email. I have set up about 20 rules to correctly place them in queues, but there does not appear to be any kind of line I can put in there that would assign ownership as well. Any suggestions? Thanks! - Jon

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