April 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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Multiple OTRS installations, same machine
by Matt Linton 15 May '06

15 May '06

Hello all! I'd like to allow multiple software groups within our single organization to handle their own "issue reporting" via OTRS. Since I don't want to manage multiple servers, and want them each to have full administrative control over their own FAQ entries, customer users, etc -- I had planned on installing multiple OTRS installations like this: ScriptAlias /otrs1/ /local/otrs1 ScriptAlias /otrs2/ /local/otrs2 (and so on...) Problem is, I'm running into wierd behaviors with the secondary and other OTRS's. Log.pm seems to use the OTRS ID as a function for grabbing memory for logging. Is that true? If I set my server IDs "1" and "2" then #2 has memory conflicts, but if I set them to "1" and "20" then it seems fine. Has anyone done this before, and does anyone know how to accomplish it better, perhaps? -- ------------------------------------------------------------- Matt Linton "So, you think there's no money UNIX/Linux SysAdmin to be made as a philosophy major? ASANI Solutions, LLC Think again! You're still right."

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Retrieving intact initial message
by Paul Dale 03 May '06

03 May '06

Hello, First, to the OTRS team. Let me congratulate you on a truly fine product. I am really impressed with how flexible and usable OTRS is. In only a few days I've gotten everything set up exactly how we want it with no compromises or changing of processes to accommodate for the tool. That said, I want to retrieve emails that are in the TTS intact with headers. Optimally the exact message that was fed into the system. Is that accessible? What I'm doing now is using the Kernel::System::Ticket Object, but as far as I can see that doesn't have the header. print "From: " . $Ticket{From} . "\n"; print "To: " . $Ticket{To} . "\n"; print "Subject: " . $Ticket{Subject} . "\n"; print $Ticket{Body}; Gives me the most of it ... but I really need to get at the headers ... Many thanks, Paul

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FW: OTRS problem in customer.pl
by Harishkumar 30 Apr '06

30 Apr '06

_____ From: Harishkumar [mailto:harish.kumar@vyomlabs.com] Sent: Saturday, April 29, 2006 6:34 PM To: 'mailman(a)lists.otrs.org'; 'dev(a)otrs.org' Cc: 'prasadk(a)vyomlabs.com' Subject: OTRS problem in customer.pl Dear Sir / Madam Request you you to please suggest on the following problem in the OTRS 1 ) Using customer.pl , when customer creates the ticket , and then press submit icon , the response of the server goes tremendously slow , it takes long time for bottom bar to complete . 2 ) Is there any problem of database ,??? , when we checked with empty database , the response was quite good . , . 3 ) Can we purge the old and closed tickets from the database , please suggest on this , how can we do this . Thanks and Regards Harish kumar

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