March 2006 - otrs - OTRS mailing lists

AW: [otrs] Auto Responses
by shawn.beasley＠dlh.de 17 Mar '06

17 Mar '06

What have you configured, exactly? POP Master POP3 Account must be entered to receive emails Mail account for the system must be configured to send mail Queue must be programmed to send the autoresponse. 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 Nikhil Parva Gesendet: Freitag, 17. März 2006 12:27 An: 'User questions and discussions about OTRS.org' Betreff: RE: [otrs] Auto Responses Hello all, Even I'm experiencing the same problem. I have configured the auto response for new tickets but it's not working. Please help. Thanks, Nikhil ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of shawn.beasley(a)dlh.de Sent: Friday, March 17, 2006 7:01 PM To: otrs(a)otrs.org Subject: [otrs] Auto Responses Hi all, When and how can I use the default closed -> new ticket auto response? Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 <http://www.lpi.org/> Tel. +49 6543 983 113

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AW: [otrs] Auto Responses
by shawn.beasley＠dlh.de 17 Mar '06

17 Mar '06

Hey Alex, I have been testing the email for 2 days straight now, and I think my thought process is a little fuzzy. Ticket is opened per email Ticket is closed by the agent Follow up is sent by the customer ------------------- now it gets tricky. ------------------- The ticket, even though it is closed opens up again. <* deny the follow-up <* reopen the ticket <* leave it closed but open a new ticket (I don't know whether the two <tickets are automatically linked together) The only logical thing I can figure out is that the ticket number has to be in the subject. What do you do to accomplish the steps that you described? Vielen Dank, Shawn Beasley Support - IT LPIC-1 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 Web: http://www.cfc-callcenter.de -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Alexander Scholler Gesendet: Freitag, 17. März 2006 12:20 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] Auto Responses Hi, this response will be sent when a new ticket is created as result of an follow-up of a closed ticket. You can decide within the queue-settings what reaction is done after an follow-up retrieval of an closed ticket: * deny the follow-up * reopen the ticket * leave it closed but open a new ticket (I don't know whether the two tickets are automatically linked together) Bye, Alex shawn.beasley(a)dlh.de schrieb: > Hi all, > > > > When and how can I use the default closed -> new ticket auto response? > > > > /*/Vielen Dank,/*/ > > /*/ /*/ > > /*/Shawn Beasley/*/ > > Support - IT > > LPID LPI000077664 > > VERIFICATION NUMBER 3vk4xshbx6 > > > > LPIC - 1 <http://www.lpi.org/> > > > > Tel. +49 6543 983 113 > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > 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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Auto Responses
by shawn.beasley＠dlh.de 17 Mar '06

17 Mar '06

Hi all, When and how can I use the default closed -> new ticket auto response? Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 <http://www.lpi.org/> Tel. +49 6543 983 113

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Upgrade procedure windows 2.0.1 - 2.0.4?
by Jeff Frost 16 Mar '06

16 Mar '06

What is the recommended upgrade procedure for running windows otrs version 2.0.1 to get to 2.0.4? We have a non-standard apache that includes mod_ssl; otherwise, we are mostly default install. Can I just use the .exe installer and then reinstall my apache? Or should I just copy the new otrs\otrs directory over top of old one and replace our config files afterward? -Jeff

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Problem storing UTF greek chars in mysql using otrs 2.0.4
by Maistros Stelios 16 Mar '06

16 Mar '06

Hello everyone, I have installed otrs 2.0.4 on a CENTOS 4.2 using mysql 4.1.12 Mysql was installed from the distribution rpms. I have followed the directions in the otrs faq regarding the use of utf in http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ID=52 where it is mentioned to: - make changes in Kernel/Config.pm $Self->{DefaultCharset} = 'utf-8'; - make changes in /etc/my.cnf [mysqld] default-character-set = utf8 I then created the mysql database following the instruction in the README.database document. So far, so good. I can display and search greek text in tickets from the web interface without problems. This is my problem: I *cannot see* the greek chars that are stored in the database from the mysql command line. When I do something like "select from article" I get hieroglyphics/unreadable and since they are not stored in greek it is impossible to do sql queries. I know that utf works in mysql because: mysql> SHOW VARIABLES LIKE "character_set_%"; +--------------------------+----------------------------+ | Variable_name | Value | +--------------------------+----------------------------+ | character_set_client | utf8 | | character_set_connection | utf8 | | character_set_database | utf8 | | character_set_results | utf8 | | character_set_server | utf8 | | character_set_system | utf8 | | character_sets_dir | /usr/share/mysql/charsets/ | I apologize for the long message. Any ideas on where to look next ? Thank you, Stelios

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closing ticket
by Honza Rezab 16 Mar '06

16 Mar '06

Hello all. I have problem with OTRS 2.0.4. If I want close any ticket I obtain only this error message in web browser: -------- Software error: Wide character in syswrite at /usr/local/share/perl/5.8.4/Net/Cmd.pm line 436. For help, please send mail to the webmaster (xxxx(a)xxxx.xx) giving this error message and the time and date of the error. -------- I use OTRS 2.0.4 on debian with perl 5.8.4 and mysql 4.1.14. And my locale is "cs_CZ.UTF-8". Can you help me??? Thanks -- Jan Rezab ------------------------------ Mobil: +420 603 553 811 E-mail: honza(a)rezab.org WWW: http://www.rezab.org ICQ: 153 407 507 MSN: rezab(a)netwin.cz Yahoo IM: honza.rezab AIM: honzarezab ------------------------------ Dobra nalada nevyresi vsechny tvoje problemy, ale nasere tolik lidi, ze stoji za to si ji pestovat.

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DELETE tickets
by BALAN, Daniel 16 Mar '06

16 Mar '06

I am using the Delete tickets option option in order to clear the Spam messages our antispam filters. In the OTRS manual is written: "Example for Kernel/Config/GenericAgent.pm [...] # -- # [name of job] -> close and delete all tickets in queue delete # -- 'delete' => { # get all tickets with this properties Queue => 'delete', States => ['new', 'open'], Locks => ['unlock'], # new ticket properties (no option is required, use just the options # witch should be changed!) New => { # DELETE! Delete => 1, }, }, [...]" I would like to know what really happens in the DB when Delete => 1. Only the records in the ticket table are deleted? What about the article table? Thanks, Daniel -- This message was scanned for spam and viruses by BitDefender. For more information please visit http://www.bitdefender.com/

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Tickets Average open time
by Richard Mollel 15 Mar '06

15 Mar '06

Hi, I am trying to run metrics...to find out average time of tickets stay open, for say, a week, a month or total average from a given point in time. Any clues on how to achieve this, even if it means custom script fetching input from mysql db? Where is the best place to locate the mysql variable names? _Thanks Richard __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com

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RE: Problem storing UTF greek chars in mysql using otrs 2.0.4 - SOLVED
by Maistros Stelios 15 Mar '06

15 Mar '06

Hello again Nils / all, It seems that I can get the greek chars to work by installing mysql 5.x from source specifying all the character sets. .. ./configure --prefix=/usr/local/mysql --with-extra-charsets=all .. I will have to nail down the specific set when I have time.. I also removed the references that were specifying character sets in the /etc/my.cnf file I then recreated the otrs db w/o using any character set option Finally, I made sure that iso-8859-7 is entered in /etc/httpd/conf/httpd.con .. AddDefaultCharset iso-8859-7 .. And In /opt/otrs/Kernel/Config.pm ... $Self->{'DefaultCharset'} = 'iso-8859-7'; .. So far, so good...If anyone has run into similar problems please let me/everyone know. Stelios -----Original Message----- From: Maistros Stelios Sent: Tuesday, March 14, 2006 4:33 PM To: 'otrs(a)otrs.org' Subject: RE: Problem storing UTF greek chars in mysql using otrs 2.0.4 Hello Nils, I just set it up and the result is the same. So far, I have tried putty, secure shell and the system console with the same results. It makes me think that the problem is on the mysql side or possibly in the way otrs stores data, but do not know where else to look. Stelios //// Nils Breunese wrote: > So far, so good. I can display and search greek text in tickets from > the web interface without problems. > > This is my problem: > > I *cannot see* the greek chars that are stored in the database from > the mysql command line. > When I do something like "select from article" I get > hieroglyphics/unreadable and since they are not stored in greek it is > impossible to do sql queries. Maybe the commandline doesn't support utf-8? Have you tried something like phpMyAdmin? Nils Breunese. -----Original Message----- From: Maistros Stelios Sent: Tuesday, March 14, 2006 2:11 PM To: 'otrs(a)otrs.org' Subject: Problem storing UTF greek chars in mysql using otrs 2.0.4 Hello everyone, I have installed otrs 2.0.4 on a CENTOS 4.2 using mysql 4.1.12 Mysql was installed from the distribution rpms. I have followed the directions in the otrs faq regarding the use of utf in http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ID=52 where it is mentioned to: - make changes in Kernel/Config.pm $Self->{DefaultCharset} = 'utf-8'; - make changes in /etc/my.cnf [mysqld] default-character-set = utf8 I then created the mysql database following the instruction in the README.database document. So far, so good. I can display and search greek text in tickets from the web interface without problems. This is my problem: I *cannot see* the greek chars that are stored in the database from the mysql command line. When I do something like "select from article" I get hieroglyphics/unreadable and since they are not stored in greek it is impossible to do sql queries. I know that utf works in mysql because: mysql> SHOW VARIABLES LIKE "character_set_%"; +--------------------------+----------------------------+ | Variable_name | Value | +--------------------------+----------------------------+ | character_set_client | utf8 | | character_set_connection | utf8 | | character_set_database | utf8 | | character_set_results | utf8 | | character_set_server | utf8 | | character_set_system | utf8 | | character_sets_dir | /usr/share/mysql/charsets/ | I apologize for the long message. Any ideas on where to look next ? Thank you, Stelios

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line endings
by Enda Nagle 14 Mar '06

14 Mar '06

Hi guys, thanks for that help earlier. Another small one - in the admin, I have set up responses which are all working fine except for one thing - for each return, I have to enter two in the textbox so that they display properly in the email client on the other side. e.g. if i have: thank you for your it displays as thank you for you similarly, with the bottom of each reply, the customer email client displays something like this: --------------------------Enda Nagle <enda(a)powerballs.com> wrote: >> > > -- > > > *Enda Nagle> RPM Sports* - /The Powerball People!/> > Nenagh Road, Thurles> Co. Tipperary, Ireland> > *Phone:* +353 (0)504 23969> *Fax:* +353 (0)504 23450> > Email: enda(a)powerballs.com <mailto:enda@powerballs.com>> Web: www.powerballs.com <http://www.powerballs.com/> - don't spin it too > fast - you'll create a black hole!> > > /"*Watch what happened <http://www.powerballs.com/hamleys.wmv> when > Powerball hit London!*"/> > --> ** Email Scanned by Elive's Virus Scanning Service -> http://www.elive.net **> > > > instead of returns before each */> >/*/ /Can I change the line endings somewhere in OTRS or will I have to do it in the system itself? Or is it something entirely different? Thanks for the continued help! Enda -- *Enda Nagle RPM Sports* - /The Powerball People!/ Nenagh Road, Thurles Co. Tipperary, Ireland *Phone:* +353 (0)504 23969 *Fax:* +353 (0)504 23450 Email: enda(a)powerballs.com <mailto:enda@powerballs.com> Web: www.powerballs.com <http://www.powerballs.com/> - don't spin it too fast - you'll create a black hole! /"*Watch what happened <http://www.powerballs.com/hamleys.wmv> when Powerball hit London!*"/

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