March 2006 - otrs - OTRS mailing lists

Ticket
by Ralph Mason 23 Mar '06

23 Mar '06

How does OTRS decide when to attach an email to an existing ticket rather than creating a new one? Is there any way to have OTRS find the ticket number from the body of an email. For example, joe(a)customer.com has an open ticket with us, and he sends an email to support(a)ourcompany.com with the ticket number in the body - he isn't replying to any of the OTRS generated emails though, and he doesn't put the ticket number in the subject. Thanks Ralph

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AW: [otrs] How to change autoresponse
by shawn.beasley＠dlh.de 22 Mar '06

22 Mar '06

Hello, go to the admin panel, and then select sysconfig. Then select framework and then frontend:customer. In this section you can configure the messages. Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 <http://www.lpi.org/> 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: shawn.beasley(a)dlh.de <mailto:shawn.beasley@dlh.de> Web: http://www.cfc-callcenter.de <http://www.cfc-callcenter.de/> -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Cody Grosskopf Gesendet: Dienstag, 21. März 2006 19:09 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] How to change autoresponse maybe i'm new to this but that makes no sense to me ----- Original Message ----- From: shawn.beasley(a)dlh.de To: otrs(a)otrs.org Sent: Tuesday, March 21, 2006 9:57 AM Subject: AW: [otrs] How to change autoresponse Config Options: Framework -> Frontend::Customer Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 <http://www.lpi.org/> 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: shawn.beasley(a)dlh.de <mailto:shawn.beasley@dlh.de> Web: http://www.cfc-callcenter.de <http://www.cfc-callcenter.de/> -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Cody Grosskopf Gesendet: Dienstag, 21. März 2006 18:32 An: otrs(a)otrs.org Betreff: [otrs] How to change autoresponse How do you change the auto response for people who have just added themselves as a new user? ________________________________ _______________________________________________ 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 f|r Ihr OTRS System? => http://www.otrs.de/

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RE: [otrs] Having a problem, please help...
by Matthew David Evens 22 Mar '06

22 Mar '06

Hello, Thank you all for your help; However, I still have this problem. I opened up otrs.conf, and the first thing I noticed is that the apache2 folder is not there, and instead it's the httpd folder. I am positive that I have apache2 installed because the config file has http://httpd.apache.org/docs/2.0/ as a reference. When I opened the file, it already had the lines corrected with 'Apache2'. I'm at a complete loss. Thank you for any help... -David -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Peter van Beugen Sent: Tuesday, March 21, 2006 10:15 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Having a problem, please help... I run OTRS on FC4 and the FC1-FC3 RPM works fine Disable SElinux and just change one thing: In /etc/apache2/conf.d/otrs.conf, change "Apache::Reload" to "Apache2::Reload", at lines 13 and 14. PerlModule Apache::Reload PerlInitHandler Apache::Reload ==> PerlModule Apache2::Reload PerlInitHandler Apache2::Reload Regards, Peter van Beugen directeur ICT Telecom Direct Almere BV -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Nils Breunese (Lemonbit Internet) Verzonden: dinsdag 21 maart 2006 17:48 Aan: User questions and discussions about OTRS.org Onderwerp: Re: [otrs] Having a problem, please help... Matthew David Evens wrote: > I'm using Fedora 4. Thank you for any help. I believe there are some issues with running OTRS on FC4. The rpm is for FC1-FC3. I believe you need to change at least otrs.conf (search the mailinglist archives) and possibly your SELinux settings. Still I don't think that that would give you the following error: >> No SASL mechanism found >> >> at /opt/otrs/Kernel/cpan-lib/Authen/SASL.pm line 62 Maybe someone else on this list that got OTRS working on FC4 can help out. I just upgraded my workstation to FC5, but I'm not running OTRS on it. :o) Nils. _______________________________________________ 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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New Theme
by Tojo RANDRIANAIVOJAONA 22 Mar '06

22 Mar '06

Hi ! I created a new theme by adding a new theme directory (mkdir ~otrs/Kernel/Output/HTML/NewTheme/), Copying an existing theme into the new directors (cp ~otrs/Kernel/Output/HTML/Standart/*.dtl ~otrs/Kernel/Output/HTML/NewTheme/). and Modifying the dtl files. Then, I inserted the new theme into the table "Theme" and I changed Config.pm ( $Self->{DefaultTheme} = 'NewTheme'; ) In addition, I updated AgentPreferences (Theme = 'NewTheme') (http://xxx.xx.xx.xx/otrs/index.pl?Action=AgentPreferences) Consequently, I have a new theme when I am in the Login page (CustomerLogin.dtl). However, when I am in customer page (CustomerStatusView.dtl), I don't have the new theme, I have the "standard" theme. I don't understand !! Can you help me ? (I'd like to use a new theme for any customer) Tojo Randrianaivojaona 18, rue Fouré c.319 44 000 NANTES Tel: 06 33 56 94 84 ra_tojo(a)yahoo.fr Tojo.Randrianaivojaona(a)polytech.univ-nantes.fr ___________________________________________________________________________ Nouveau : téléphonez moins cher avec Yahoo! Messenger ! Découvez les tarifs exceptionnels pour appeler la France et l'international. Téléchargez sur http://fr.messenger.yahoo.com

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AW: [otrs] Delete old closed tickets
by Kaiser Dr., Thomas (LfStaD) 22 Mar '06

22 Mar '06

Hi, We have a GenericAgent.pm, which will do this für the create date. IMHO the easied way would be to add the changes to support TicketChangeTime or use TicketFreeTime Regards Thomas ... 'delete-old-ML' => { # get all tickets with these properties Queue => ['xxxs','xyyy'], # States => ['new', 'open'], Locks => ['unlock'], # tickets older then 1 year+1 day TicketCreateTimeOlderMinutes => 568800, # new ticket properties (no option is required, # use just the options which should be changed!) New => { # DELETE! Delete => 1, # Queue => 'Junk', }, }, ... -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Alexander Scholler Gesendet: Mittwoch, 22. März 2006 15:50 An: User questions and discussions about OTRS.org Betreff: [otrs] Delete old closed tickets Hi all, I would like to delete all tickets which have state "closed" with their close-date older than X month. To achieve this I think I should use an generic agent job on all closed tickets, but how can it be checked that the close-date is minimum X month ago? I could call an external CMD that examines the DB-entries, but that's no good idea because this CMD-scripts need the DB-connection-parameters, an extra DB-connection etc., all thinks that are present within OTRS. So I think a self written module would be better. But I've no idea where to start ("25. Developer's guide - Writing OTRS Modules" on OTRS-DOC v1.3 doesn't really help me). Has anybody experience on that? Bye, Alex _______________________________________________ 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 fr Ihr OTRS System? => http://www.otrs.de/

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Delete old closed tickets
by Alexander Scholler 22 Mar '06

22 Mar '06

Hi all, I would like to delete all tickets which have state "closed" with their close-date older than X month. To achieve this I think I should use an generic agent job on all closed tickets, but how can it be checked that the close-date is minimum X month ago? I could call an external CMD that examines the DB-entries, but that's no good idea because this CMD-scripts need the DB-connection-parameters, an extra DB-connection etc., all thinks that are present within OTRS. So I think a self written module would be better. But I've no idea where to start ("25. Developer's guide - Writing OTRS Modules" on OTRS-DOC v1.3 doesn't really help me). Has anybody experience on that? Bye, Alex

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Invalid address but it is correct
by Wes Plate 21 Mar '06

21 Mar '06

I am trying to compose a reply to a customer but OTRS won't let me send the mail because it says that the email address is invalid. The address seems correct. It looks like some.name(a)abc.com but OTRS reports "* invalid some.name(a)abc.com!" Why is this? -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

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AW: [otrs] How to change autoresponse
by shawn.beasley＠dlh.de 21 Mar '06

21 Mar '06

Config Options: Framework -> Frontend::Customer Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 <http://www.lpi.org/> 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: shawn.beasley(a)dlh.de <mailto:shawn.beasley@dlh.de> Web: http://www.cfc-callcenter.de <http://www.cfc-callcenter.de/> -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Cody Grosskopf Gesendet: Dienstag, 21. März 2006 18:32 An: otrs(a)otrs.org Betreff: [otrs] How to change autoresponse How do you change the auto response for people who have just added themselves as a new user?

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How to change autoresponse
by Cody Grosskopf 21 Mar '06

21 Mar '06

How do you change the auto response for people who have just added themselves as a new user?

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RE: [otrs] Having a problem, please help...
by Peter van Beugen 21 Mar '06

21 Mar '06

I run OTRS on FC4 and the FC1-FC3 RPM works fine Disable SElinux and just change one thing: In /etc/apache2/conf.d/otrs.conf, change "Apache::Reload" to "Apache2::Reload", at lines 13 and 14. PerlModule Apache::Reload PerlInitHandler Apache::Reload ==> PerlModule Apache2::Reload PerlInitHandler Apache2::Reload Regards, Peter van Beugen directeur ICT Telecom Direct Almere BV -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Nils Breunese (Lemonbit Internet) Verzonden: dinsdag 21 maart 2006 17:48 Aan: User questions and discussions about OTRS.org Onderwerp: Re: [otrs] Having a problem, please help... Matthew David Evens wrote: > I'm using Fedora 4. Thank you for any help. I believe there are some issues with running OTRS on FC4. The rpm is for FC1-FC3. I believe you need to change at least otrs.conf (search the mailinglist archives) and possibly your SELinux settings. Still I don't think that that would give you the following error: >> No SASL mechanism found >> >> at /opt/otrs/Kernel/cpan-lib/Authen/SASL.pm line 62 Maybe someone else on this list that got OTRS working on FC4 can help out. I just upgraded my workstation to FC5, but I'm not running OTRS on it. :o) Nils. _______________________________________________ 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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