April 2006 - otrs - OTRS mailing lists

RE: Customer Screen (Logon)
by Tom French 04 Apr '06

04 Apr '06

Nils, I figured where to make the changes... Added the image to here: C:\OTRS\otrs\var\httpd\htdocs\images\Standard\ That did what I needed. Thanks Tom

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Customer Screen (Logon)
by Tom French 04 Apr '06

04 Apr '06

Nils, Is there any place, like in customerheader.dtl that I can add a Company Graphic across the top.? What path are the graphics stored. I looked for otrs-web/images and could not find the directory. Danke Tom

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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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System Log in Windows OTRS setup
by Jurgen de Wijs 03 Apr '06

03 Apr '06

We have succesfully installed OTRS and are now currently testing if it can be used for our aftersales system. We currently have one situation: The System Log in the Admin menu is not working. We have installed OTRS 2.0.4 on a windows machine using the installer. Is there any config change required to make this work? Regards, Jurgen de Wijs - jdewijs(a)gmail.com

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Password
by Cody Grosskopf 03 Apr '06

03 Apr '06

Is there a way to make it so that all the users you create automatically get the same password?

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OTRS features
by Jan Stanik 03 Apr '06

03 Apr '06

Hi all, I work for ISP (GTSNextra) in Slovakia and we are looking for new troubleticketing system. OTRS is one of hot candidates to satisfy our needs. I have a few questions to ensure that OTRS is the best for us: 1. Assign ticket to group - we prefer to assign the ticket to group not to agent. We have the teams of specialists who can handle the dedicated queues and every agent within that team should have the possibility to change status of ticket, create note etc. Is it posssible in OTRS? 2. Workflow - is there some workflow in OTRS? How can I set it up? 3. Notifications - is it possible to notify a group of agents not only the owner of ticket when the status of ticket has changed? Thank you for the answers. Best regards, Jan

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Use of uninitialized value in split
by Graham Leggett 02 Apr '06

02 Apr '06

Hi all, After configuring OTRS v2.0.4 to receive email from a POP mailbox, I am getting the following emailed to me from cron: Use of uninitialized value in split at /opt/otrs/Kernel/System/Ticket/Number/DateChecksum.pm line 51. The message I sent was otherwise delivered successfully. The code in question seems to be involved with a counter of some kind. Is this something I should worry about? Regards, Graham --

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RE: [otrs] Found no $QueueID for .....
by Ross Tsolakidis 02 Apr '06

02 Apr '06

Hello again :) Can anyone point me in the right direction with the issue below ? Still having problems and I am no closer to a solution, thank again ! Regards, Ross -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Ross Tsolakidis Sent: Wednesday, 29 March 2006 4:44 PM To: otrs(a)otrs.org Subject: [otrs] Found no $QueueID for ..... Hello, We are running otrs verson 1.3.2 Debian package. Everything seems to be working well except when we try and run reports. When our support staff go into the "Stats Area" and try to generate a report, the syslog fills with errors such as: Mar 29 16:33:27 localhost OTRS-CGI-10[2555]: [Error][Kernel::System::Queue::QueueLookup][Line:424]: Found no $QueueID for <subject of the ticket> Mar 29 16:33:27 localhost OTRS-CGI-10[2555]: [Error][Kernel::System::Queue::QueueLookup][Line:424]: Found no $QueueID for <subject of the ticket> Mar 29 16:33:27 localhost OTRS-CGI-10[2555]: [Error][Kernel::System::Queue::QueueLookup][Line:424]: Found no $QueueID for <subject of the ticket> Mar 29 16:33:27 localhost OTRS-CGI-10[2555]: [Error][Kernel::System::Queue::QueueLookup][Line:424]: Found no $QueueID for <subject of the ticket> Mar 29 16:33:27 localhost OTRS-CGI-10[2555]: [Error][Kernel::System::Queue::QueueLookup][Line:424]: Found no $QueueID for <subject of the ticket> Mar 29 16:33:27 localhost OTRS-CGI-10[2555]: [Error][Kernel::System::Queue::QueueLookup][Line:424]: Found no $QueueID for<subject of the ticket> And the browser eventually times out. Any ideas ? Thanks, Ross. _______________________________________________ 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/ DISCLAIMER: This e-mail and any files transmitted with it may be privileged and confidential, and are intended only for the use of the intended recipient. If you are not the intended recipient or responsible for delivering this e-mail to the intended recipient, any use, dissemination, forwarding, printing or copying of this e-mail and any attachments is strictly prohibited. If you have received this e-mail in error, please REPLY TO the SENDER to advise the error AND then DELETE the e-mail from your system. Any views expressed in this e-mail and any files transmitted with it are those of the individual sender, except where the sender specifically states them to be the views of our organisation. Our organisation does not represent or warrant that the attached files are free from computer viruses or other defects. 3/4/2006 The user assumes all responsibility for any loss or damage resulting directly or indirectly from the use of the attached files. In any event, the liability to our organisation is limited to either the resupply of the attached files or the cost of having the attached files resupplied.

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RE: [otrs] FQDN
by Tom French 02 Apr '06

02 Apr '06

Nils, I know what a FQDN is, I guess my question was not specific enough. I want to change the file (code) that sends the email, so I can put The required IP or UNC name. We do not have this hosted on our website, it is Behind our firewall and will not be on a public IP. So if I could find the code section that sends the email to a customer or agent Telling them they can view or adjust this ticket by clicking on the link in the email. I believe my issue will be resolved. Thanks -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Breunese (Lemonbit Internet) Sent: Friday, March 31, 2006 9:07 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] FQDN Tom French wrote: > The above FQDN is NOT what I want. I need to use a static ip > 192.168.111.31 or server1 as the FQDN. Neither is a fully qualified domain name. A FQDN would be something like server1.deicoprs.net. Nils Breunese. _______________________________________________ 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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