May 2006 - otrs - OTRS mailing lists

RE: otrs Digest, Vol 34, Issue 42 Languaje (spanish) problem (Christian Schoepplein)
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 giving de 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". There is another thing: i'm trying to change the text of the status on a ticket, but then when a client Create a new ticket an error comes up. At the bottom of the admin->status page there is 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 ------------------------------ UPB 70 años de Transformación Social y Humana -----Mensaje original----- De: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] En nombre de otrs-request(a)otrs.org Enviado el: Miércoles, 24 de Mayo de 2006 02:10 a.m. Para: otrs(a)otrs.org Asunto: otrs Digest, Vol 34, Issue 42 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: TimeWorkingHours not working? I am including my config (Christian Schoepplein) 2. Re: Languaje (spanish) problem (Christian Schoepplein) 3. TimeWorking-bug (Alexander Scholler) 4. "AgentEmail rejected" problems (Christoph Lindemann) 5. Re: "AgentEmail rejected" problems (Alexander Scholler) 6. 2 questions (Abdelrahman) 7. time accounting otrs 2.0.4 (Johan Bijlsma) 8. login (Mamakwa M. Sefiri) ---------------------------------------------------------------------- Message: 1 Date: Tue, 23 May 2006 14:58:38 +0200 From: Christian Schoepplein <christian.schoepplein(a)otrs.com> Subject: Re: [otrs] TimeWorkingHours not working? I am including my config To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <20060523125836.GB4234(a)athlon.schoeppi.net> Content-Type: text/plain; charset="us-ascii" Hi Carinus, On Tue, May 23, 2006 at 06:41:31AM +0200, carinus.carelse(a)mrc.ac.za wrote: > Ok is it possible to do this then. Can I set a working hours time and > then the call is only counted during that time. No, that isn't possible at the moment. > We have a very > ratings centric organisation and they want the performance stats based > on the time that a call is open. I wonder if there is a way to modify > the TimeWorkingHours to also be used by the ticket as a an accounting > tool. So if the call is logged then the Age is only counted inside the > TimeWorkingHours specified. We can implement this for you, if you want. Please write a message to sales(a)otrs.com if you are interested in our support. > Carinus Best regards, Chritian -- ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769 http://www.otrs.com/ :: Communication with success!

1 0

Billing rates
by Thorne Lawler 30 May '06

30 May '06

Folks, We're implementing OTRS here as a replacement for Kemma software's "Bridge Tracker" since their mercenary approach to maintenance and support has bled us dry. I have now fought my way through installing OTRS on an iPlanet web server, with an Oracle backend, only to find that we're missing a key piece of functionality: We need to be able to associate a billing rate with a ticket, so that hours worked against that ticket will be billed at the appropriate rate. Ideally, the user would select the billing rate from a drop-down list of possible rates, each with its own rate-code. Once a rate was selected, a ticket would show you the charges for that ticket, based on hours worked multiplied by that rate. Is there any way to do this within OTRS? Thanks in advance. -- _________________________________ Thorne Lawler Systems Administrator t: +61 3 8329 2026 f: +61 3 9326 7588 e: thorne.lawler(a)microlistics.com.au Microlistics A Dawson Group Company www.microlistics.com.au _________________________________

4 3

RE: [otrs] Billing rates
by Seigafuse, Mike 30 May '06

30 May '06

Another way to do this might be to use one of the free fields to enable the agents to select the rate for each ticket - a section of Config.pm might look like this... $Self->{"TicketFreeKey1"} = { 'Billing Rate' => 'Billing Rate', }; $Self->{"TicketFreeText1"} = { '' => '-', 'Tier 1' => '5', 'Tier 2' => '25', 'Tier 3' => '50', 'Tier 4' => '75', }; Or whatever your rates might be. Then it would be relatively simple to build invoices off of this data. Mike -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Theuns Smuts Sent: Tuesday, May 30, 2006 4:50 AM To: 'User questions and discussions about OTRS.org' Subject: RE: [otrs] Billing rates Hi Perhaps one way of achieving this would be to create multiple queues e.g. Rate1, Rate2, Rate3 etc. Tickets can then be moved to the correct queue. You can then at the end of each month look at tickets in each queue and bill / invoice accordingly. Theuns Smuts -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Thorne Lawler Sent: 30 May 2006 02:13 To: User questions and discussions about OTRS.org Subject: [otrs] Billing rates Folks, We're implementing OTRS here as a replacement for Kemma software's "Bridge Tracker" since their mercenary approach to maintenance and support has bled us dry. I have now fought my way through installing OTRS on an iPlanet web server, with an Oracle backend, only to find that we're missing a key piece of functionality: We need to be able to associate a billing rate with a ticket, so that hours worked against that ticket will be billed at the appropriate rate. Ideally, the user would select the billing rate from a drop-down list of possible rates, each with its own rate-code. Once a rate was selected, a ticket would show you the charges for that ticket, based on hours worked multiplied by that rate. Is there any way to do this within OTRS? Thanks in advance. -- _________________________________ Thorne Lawler Systems Administrator t: +61 3 8329 2026 f: +61 3 9326 7588 e: thorne.lawler(a)microlistics.com.au Microlistics A Dawson Group Company www.microlistics.com.au _________________________________ _______________________________________________ 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/ This email may contain material that is confidential, privileged and/or attorney work product for the sole use of the intended recipient. Any review, reliance or distribution by others or forwarding without express permission is strictly prohibited. If you are not the intended recipient, please contact the sender and delete all copies.

1 0

AW: Re: RE: [otrs] LDAP & Active Directory
by falko.zurell＠idmedia.com 29 May '06

29 May '06

Hi Volker, I'm so sorry but I'm in Italy right now and don't have access to our servers. I will be back in germany on june 5th. Kind regards Falko Zurell Head of Application Management I-D Media AG Ohlauer Strasse 43 D-10999 Berlin fon: +49 (0)30 - 2 59 47 - 357 fax: +49 (0)30 - 2 59 47 - 111 mobile: +49 (0)160 - 3 62 52 77 web: http://www.idmedia.com mail: falko.zurell(a)idmedia.com ----- Original Message ----- From: otrs-bounces Sent: 29.05.2006 07:24 To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Subject: Re: RE: [otrs] LDAP & Active Directory you may search the mailing list by yourself on otrs.org.... Li otrs-bounces(a)otrs.org schrieb am 26.05.2006 15:44:17: > > Sorry to be a pain Falko, but any chance when you are able that you > could send me a copy of the Config.pm you posted? (or someone else > on the list who still has that email????) > I only joined the mailing list a couple of days ago so don't have > your previous email to look at, and in the online archives the > attachment isn't there!! > > Much appreciated

3 2

FW: Problem downloading incomming mails
by Manish Sharma 29 May '06

29 May '06

Hi, I find my OTRS is not accepting incoming mails by itself. I have download all my incoming mails manually using "postmasterpop3.pl -f -d 2" And each time I run this module I get this error message Can't open file: 'process_id.MYI'. (errno: 145), SQL: 'SELECT process_ name, process_id, process_host, process_create FROM process_id WHERE process _name = 'PostMasterPOP3'' Can anyone help me with that. Warm regards, Manish Sharma Programme Manager PTU's Gian Jyoti School of TQM & Entrepreneurship Mobile: +91 98554 06222 Telephone: 0172 223 6187, 0172 5541187

2 1

Customize customer notification
by Umberto Nicoletti 29 May '06

29 May '06

Hi list, I am trying to customize the customer notification for state change so that it shows the closing note written by the operator (the text written in the the text area when closing the ticket). So far I have tried: OTRS_BODY, OTRS_COMMENT, OTRS_CUSTOMER_DATA_BODY but without success. I have looked at the code and I'm ready to hack it, but before I do I wanted to ask on the list. I am running otrs 2.0.4. Any help will be very much appreciated, Umberto

1 0

French caracters from active directory in OTRS
by Guillaume Rehm 29 May '06

29 May '06

Hi list, I have integer active directory account with otrs. Or some account have french caracters (é, ç, ...) And in OTRS they are not correctly updated. I try to change charset parameter in Config.pm without results. As anyone have this problem and find a solution ? Thanks in advance -- Guillaume REHM Service Informatique Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 43 fax: 03 88 25 28 03 mail: guillaume.rehm(a)bnu.fr web: http://www.bnu.fr

2 1

Is this possible?
by carinus.carelse＠mrc.ac.za 29 May '06

29 May '06

I would like to create a technician that can only see one queue and nothing else and I don't want him to be able to change his preferences to see every other queue. I have given him access in the profile but I can't see the queue when I log in with that ID. Carinus -- This e-mail and its contents are subject to the South African Medical Research Council e-mail legal notice available at http://www.mrc.ac.za/about/EmailLegalNotice.htm

2 2

AW: RE: RE: [otrs] LDAP & Active Directory
by falko.zurell＠idmedia.com 29 May '06

29 May '06

Yeah, maybe I'm wrong and this worked for my agents. But we also get our customer data from the AD. There is a section with the mapping of OTRS fields to AD fields in our Config.pm. This tells OTRS where to find the data in the AD scheme fields. We can fetch names, telephonnumbers and department information from AD with this. A few days ago I posted our Config.pm on this list as an example. Maybe you can search for it as I doesn't have access to our config from here (I'm on vacation in Italy). Kind regards Falko Zurell Head of Application Management I-D Media AG Ohlauer Strasse 43 D-10999 Berlin fon: +49 (0)30 - 2 59 47 - 357 fax: +49 (0)30 - 2 59 47 - 111 mobile: +49 (0)160 - 3 62 52 77 web: http://www.idmedia.com mail: falko.zurell(a)idmedia.com ----- Original Message ----- From: otrs-bounces Sent: 25.05.2006 17:37 To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Subject: RE: RE: [otrs] LDAP & Active Directory Hmmmm, the documentation says this is for "ADMIN" users, not actually = "CUSTOMERS" and from what I've found so far playing with it today, this = does seem to be the case! You've really got customer users working using this?? I don't know what = else to do on this anymore ... =20 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of = falko.zurell(a)idmedia.com Sent: 25 May 2006 16:34 To: User questions and discussions about OTRS.org Subject: AW: RE: [otrs] LDAP & Active Directory Yes, this section has done the magic at our installation. But I don't actually know where the web based settings are saved. Kind regards Falko Zurell Head of Application Management I-D Media AG Ohlauer Strasse 43 D-10999 Berlin fon: +49 (0)30 - 2 59 47 - 357 fax: +49 (0)30 - 2 59 47 - 111 mobile: +49 (0)160 - 3 62 52 77 web: http://www.idmedia.com mail: falko.zurell(a)idmedia.com ----- Original Message ----- From: otrs-bounces Sent: 25.05.2006 11:26 To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Subject: RE: [otrs] LDAP & Active Directory You mean this section Falko? # UserSyncLDAPMap # (map if agent should create/synced from LDAP to DB after login) $Self->{UserSyncLDAPMap} =3D3D { # DB -> LDAP Firstname =3D3D> 'givenName', Lastname =3D3D> 'sn', Email =3D3D> 'mail', }; I do have this (EXACTLY entered like this) in the Config.pm file. Am I = =3D missing anything else?? The other query I have is about where the actual data is stored relating = =3D to the LDAP settings. I changed most of the entries through the web = =3D based sysconfig, and they have been saved, but they DON'T appear in = the =3D config.pm file. Does anyone know in which file they reside??? =3D20 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of = =3D falko.zurell(a)idmedia.com Sent: 25 May 2006 09:44 To: User questions and discussions about OTRS.org Subject: AW: [otrs] LDAP & Active Directory Hi Gary, Do you need excessiv data from the AD? We also have our customers =3D = authenticate against an AD but didn't had to import one customer in the = =3D Mysql DB. This is done automatically by OTRS if needed when a = Customer =3D log in first. There is a special parameter in the Config.pm which provides this =3D functionality: $Self->{"UserSyncLDAPMap"} =3D3D ... Make sure this is set to your values and not commented out. Kind regards Falko Zurell Head of Application Management I-D Media AG Ohlauer Strasse 43 D-10999 Berlin fon: +49 (0)30 - 2 59 47 - 357 fax: +49 (0)30 - 2 59 47 - 111 mobile: +49 (0)160 - 3 62 52 77 web: http://www.idmedia.com mail: falko.zurell(a)idmedia.com ----- Original Message ----- From: otrs-bounces Sent: 25.05.2006 09:55 To: <otrs(a)otrs.org> Subject: [otrs] LDAP & Active Directory Hi, Ok so I have OTRS installed on a suse Linux box and it all works fine, = =3D I've even got users authenticating against a Windows Active = Directory =3D ... Now the problem is, as I understand it even though you can authenticate = =3D against an LDAP server, you STILL need the users in the local MySql = DB =3D (right or wrong?) ... This isn't ideal, but also isn't the end of = the =3D world but my problem then is how do I do a mass import of users = (read: CUSTOMERS not ADMINS!) into the DB? I see there is one particular script that MAY help me (sync-ldap2db.pl) = =3D but there is no documentation on this so can anyone help me out at = all =3D as I am pulling my hair out right now!!! Any help at all would be greatly appreciated Gary _______________________________________________ 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=3DFCr Ihr OTRS System? =3D3D> 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 f=3DFCr Ihr OTRS System? =3D3Dhttp://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 f=FCr Ihr OTRS System? =3D> 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 f=FCr Ihr OTRS System? =3Dhttp://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/

3 2

Re: otrs Digest, Vol 34, Issue 48
by Prafulla Kumar H.S. 27 May '06

27 May '06

Message: 2 Date: Fri, 26 May 2006 12:46:58 +0200 From: "ced" <ced(a)comune.mirandola.mo.it> Subject: [otrs] Fw: ticket from mail To: <otrs(a)otrs.org> Message-ID: <016301c680b1$b6b72360$84027a0a@mirko> Content-Type: text/plain; charset="iso-8859-1" Sorry, I want that the mail sended from a customer to helpdesk(a)xxx.xx they come inserted automatically in the queue of otrs. How can i do? You have to carry out some configuration changes as given below: 1. Login as root user or admin user 2. Open Administrative menu 3. Under "Misc" menu option select "PostMaster POP3 Account" 4. Add your helpdesk(a)xxx.xx id along with password for POP3 Account. Ensure that your setup is having a POP3 server. 5. Under "Despatching:" option, select "Despatching by Selected Queue" 6. Select the appropriate queue under "Queue:" That is all. It works. But there is one catch. If you are id., helpdesk(a)xxx.xx is having old mails, then OTRS will try to pull the same and will try to acknowledge the same. This in turn triggers lots of mails. I don't know how to fix this problem. Thanks, Prafulla Kumar ----- Original Message ----- From: Volker.Lipper(a)de.mecglobal.com To: User questions and discussions about OTRS.org Sent: Thursday, May 11, 2006 1:37 PM Subject: Re: [otrs] Fw: ticket from mail please dont write too much to describe your questions. we all love good riddles. couldnt you describe it with, hmmm, lets say six words? Li otrs-bounces(a)otrs.org schrieb am 11.05.2006 13:09:17: > Hi, > > how can automatic insert the ticket (with a script???) send from a mail to a > help(a)xxx.xx into a list of my otrs ticket? > > > Thank > > > > > _______________________________________________ > 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/

1 0