May 2006 - otrs - OTRS mailing lists

Working Days and Hours
by Bulent Oktem 31 May '06

31 May '06

Hi, Is there any way of defining different work hors and days for different quees and how? I am trying to have 2 different SLA's 7x5 and 24x7. Regards, Bulent oktem -- ******************************** Bulent Oktem Suntel Communications www.suntel.com.tr mailto:bulent@suntel.com.tr IM: bulent(a)suntel.com.tr (Jabber) VoIP: pbx(a)suntel.com.tr (SIP) Tel:+90-212-3369299 (Istanbul) Tel:+44-870-0685002 (London) Tel:+1-310-3177825 (USA) Fax:+90-212-2117482 ******************************** Profile: https://www.linkedin.com/in/oktem

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Inventory Suggestions
by Carl Davis 31 May '06

31 May '06

I recognize that an inventory module does not exist for otrs and doesn't look like it is being developed. Can everyone make suggestions on what they are currently using? We want to track inventory we have for sale and inventory we have for internal usage and upkeep of our network. Carl

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RE: [otrs] funny charectors
by Mamakwa M. Sefiri 31 May '06

31 May '06

Hi This has been a problem for me. I have tried to use 'utf-8' and 'iso-8859-1' once at a time with no success. I also changed the default chatset in Default.pm. Please advice -----Original Message----- From: Mikael Mattsson [mailto:Mikael.Mattsson@konsumvarmland.se] Sent: 17 May 2006 11:37 AM To: User questions and discussions about OTRS.org Subject: SV: [otrs] funny charectors If you have access to browse the database (through phpMyAdmin for instance), then you could find what charset is mostly used by viewing the the 'a_content_type' -field in the 'article' table. SQL query: SELECT `a_content_type` , `a_from` , `a_to` FROM `article` /Mikke > -----Ursprungligt meddelande----- > Från: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] > För Mamakwa M. Sefiri > Skickat: den 17 maj 2006 10:38 > Till: User questions and discussions about OTRS.org > Ämne: RE: [otrs] funny charectors > > Is there other chatset that I can use besides 'iso-8859-1' > and 'utf-8'. I tried this two variables the both does not work > > > -----Original Message----- > From: Nils Breunese (Lemonbit Internet) [mailto:nils@lemonbit.nl] > Sent: 15 May 2006 01:02 PM > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] funny charectors > > Mamakwa M. Sefiri wrote: > > > I am getting funny characters on the emails send to the system. > > > > > > > > I have put in $self ->{'DefaultChatset'}; in Config.pm, I thought > > the problem will be solved. > > It is DefaultCharset and you have to give the variable a value. I > have this set: > > $Self->{DefaultCharset} = 'iso-8859-1'; > > Instead of iso-8859-1 you can set the charset you need. > > 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/ > > _______________________________________________ > 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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Report per Agent
by Mamakwa M. Sefiri 31 May '06

31 May '06

I am using the OTRS helpdesk and I assign tickects to defferent Agents, Is it possible to create a report an Agent. Thanks Mamakwa

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Re: Help about ResponseFormat in the otrs version 2.04
by Nicolas Karlinski 30 May '06

30 May '06

Fernando, Do the same kind of change in /usr/local/otrs/Kernel/Config/Files/ZZZAuto.pm: $Self->{'Ticket::Frontend::ResponseFormat'} = '$Data{"Salutation"} $Data{"StdResponse"} $Data{"Signature"} '; Hope this helped NICOLAS KARLINSKI Operation Manager

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Errors from CRON jobs about DB.pm...
by Eric Nielsen 30 May '06

30 May '06

This is one of the many errors that our install of OTRS is generating right now. Initially, this type of error hasn't occurred for past few months that OTRS has been installed. For the last couple of weeks, it has been generating the messages like the ones pasted below each time a CRON job runs. So far I have not been able to determine the cause. The only change we've made around when the error messages began was to configure the apache server to use a "virtualserver" for this domain. This is installed on a red had dist. Of Linux, using mostly default configuration options (save for the change in apache mentioned above.) Redhat 9, MySQL 4.0, Apache 1.3, PHP 4.4.1 Has anyone else encoutered this type of message before - and how did you fix it? Below are a few examples of the error messages I've been receiving (I've noted the 'subject' and 'body' of the messages below.) Thanks Eric N ---example 1--- Subject: Cron <otrs@server> $HOME/bin/GenericAgent.pl -c db >> /dev/null Body: DBI::db=HASH(0x8adac60)->disconnect invalidates 1 active statement handle (either destroy statement handles or call finish on them before disconnecting) at /opt/otrs/Kernel/System/DB.pm line 219, <PRODUCT> line 4. ---example 2--- Subject: Cron <otrs@server> $HOME/bin/UnlockTickets.pl --timeout >> /dev/null Body: DBI::db=HASH(0x8af1704)->disconnect invalidates 1 active statement handle (either destroy statement handles or call finish on them before disconnecting) at /opt/otrs/Kernel/System/DB.pm line 219, <PRODUCT> line 4. ---example 3--- Subject: Cron <otrs@server> $HOME/bin/PendingJobs.pl >> /dev/null Body: DBI::db=HASH(0x8aef6a8)->disconnect invalidates 1 active statement handle (either destroy statement handles or call finish on them before disconnecting) at /opt/otrs/Kernel/System/DB.pm line 219, <PRODUCT> line 4.

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Help about stdresponde
by Fernando Palma Sanchez 30 May '06

30 May '06

Hello, I have instaled the OTRS version 2.04. I´d like know how can I change the position of ResponseFormat fields. In the version 1.31 in the file config.pm, I did that: $Self->{ResponseFormat} = '$Data{"Salutation"} $Data{"StdResponse"} $Data{"Signature"} $Data{"OrigFrom"} $Text{"wrote"}: $Data{"Body"} '; But in the version 2.04, this configuration doesn't works. Thanks Fernando Palma Sanchez Segurança de dados tel:+55 11 3068-0060 fsanchez(a)f9c.com.br www.f9c.com.br <http://www.f9c.com.br/> <http://www.f9c.com.br/> ________________________________ O conteúdo deste documento está restrito ao interesse das partes e, portanto, não deverá ser divulgado, transcrito ou modificado, sem a devida autorização do seu emitente F9C Security Ltda.

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Languaje (spanish) problem II
by Carlos A. Cardona Gomez 30 May '06

30 May '06

Hello! Last time i wrote: > I am using ORTS in spanish, but i still get the english "sentence Sent > new password to: whatever(a)whatever.com" when i request for a new > password in the login page. I tried to translate this sentence in the > /otrs/Kernel/Language/es.pl file but i didn't find it. ¿Can anyone > tell me how can i translate it? The answer you gave was for the content and subject of the email responding the new password (it helped anyway), but what I need is to change the message that comes up in the login page, the sentence in red color over the username fieldtext that says "Sent new password to: whatever(a)whatever.com", when i request for a new password in the login page. There is another thing: i tried to change (translate) the text of the status on a ticket from admin.->status, but then when a client Create a new ticket an error comes up. At the bottom of the admin->status page appears this message: "Attention: Take care that you also updated the default states in you Kernel/Config.pm! See also: http://doc.otrs.org/cvs/en/html/state.html", but such page doesn't exist, and I dont know what should i do in the Kernel/Config.pm file to make the changes of the ticket's status work. Thanks! Carlos Andrés Cardona Analista de Informática Centro de Tecnologías de Información y Comunicación Universidad Pontificia Bolivariana Circular 1 No 70-01 Bloque 9 Medellín COLOMBIA Tel: +57 4 415 9006 Fax: +57 4 230 6164 carlos.cardona(a)upb.edu.co -------------------------- www.upb.edu.co <http://www.upb.edu.co/> ------------------------------ UPB 70 años de Transformación Social y Humana

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Sending mails
by Bipin 30 May '06

30 May '06

Hi everybody, I have installed OTRS in a test machine before implementing in the Office. It working fine. Tickets are coming through the mails. But the problem is I could not send mails/reply to tickets. When send the reply no errors shown to debug. I am using Qmail as my mail server. Any help -- Bipin Das Linux Administrator Spectrum Softtech Solutions (P) Ltd. Ph:+91 4842 346344 www.spectrum.net.in

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Re: [otrs] Billing rates
by duarte.cordeiro＠cm-lisboa.pt 30 May '06

30 May '06

Hi, assuming that you have different hour rates, but constant within a ticket. I think you can achieve that with: - A pulldown FreeText with rate codes (search for FreeText on admin/sysconfig panel) - A script that runs daily on new closed tickets?!? or still open tickets ?!? that calculates time*rate and populates another FreeText. Automatic achievable.... only by changing the code that updates the time_accounting table. Thats the ways I can think off. Maybe someone comes with a clever way. Hope it can help, Duarte

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