May 2006 - otrs - OTRS mailing lists

Tickets unlock even if there is no new message
by Jurgen de Wijs 18 May '06

18 May '06

When an agent has replied to a client with an e-mail message the ticket becomes locked. We have set an unlock timeout of 480 minutes (8 hours) so that when a customer replies to a ticket that is locked it becomes unlocked. The strange thing is that the ticket gets unlocked even if the client has not replied, i.e. there is no new message with this ticket. After the agent has written and sent his reply the ticket will be unlocked after 480 minutes unconditionally. This does not seem right. Is this a configuration option? Regards, Jurgen de Wijs

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AW: Re: AW: Re: [otrs] Queue ID in ticket number or hook?
by falko.zurell＠idmedia.com 18 May '06

18 May '06

Thanks! I'll give it a try Falko Zurell Head of Application Management I-D Media AG eMail: falko.zurell(a)idmedia.com Tel.: +49-30-25947-357 Mobil: +49-160-3625277 ----- Original Message ----- From: otrs-bounces Sent: 18.05.2006 17:11 To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Subject: Re: AW: Re: [otrs] Queue ID in ticket number or hook? Found it. In Kernel/Ticket.pm change # create ticket number if not given if (!$Param{TN}) { $Param{TN} = $Self->CreateTicketNr( ); } to # create ticket number if not given if (!$Param{TN}) { $Param{TN} = $Self->CreateTicketNr( QueueID => $Param{QueueID} ); } Regards, Richard Richard Hinkamp - BeSite wrote: > Hmm, Just saw it doesn't work when creating a new ticket in OTRS, only > with incoming mails. Let's see if I can fix that. _______________________________________________ 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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AW: Re: [otrs] Queue ID in ticket number or hook?
by falko.zurell＠idmedia.com 18 May '06

18 May '06

Hello Richard, This sounds very interesting to me. Maybe you can post a patch for the changes you made on NewTicket.pm so I can rework you solution for me. Thanks and kind regards Falko Zurell Head of Application Management I-D Media AG Tel.: +49-30-25947-357 ----- Original Message ----- From: otrs-bounces Sent: 18.05.2006 16:28 To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Subject: Re: [otrs] Queue ID in ticket number or hook? Hi, I got it working :) The queue is determined with Postmaster Filter before creating ticket number, so it's available at the right time. So I copied the AutoIncrement generator to be modified. In Kernel/System/Postmaster/NewTicket.pm I had to pass the QueueID to the $Self->{TicketObject}->CreateTicketNr() call. This way I have the queue ID so I can get all queue info en use whatever available data I have to put in the ticket number. Thanks for the pointers! Regards, Richard Richard Hinkamp - BeSite wrote: > Hi, > > A customer of us does support for multiple customers of his. Every > customer has his own queue with all the settings and e-mail addresses > etc. He wants the ticket number or hook to contain a part of the queue > name. So when someone calls and says I have ticket nr XYZ-0123456, he > knows it's a XYZ customer. Is this possible? Maybe I could write a new > ticket number generator, but I don't know if the queue is known at the > moment of ticket number generation. And what to do when the ticket > changes queue? > My feeling is that it's not a smart thing to try, since a ticket is not > locked to a certain queue and changing ticket numbers when changing > queues seems really awkward to me. > > Any thoughts on this? > > Regards, > Richard _______________________________________________ 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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Queue ID in ticket number or hook?
by Richard Hinkamp - BeSite 18 May '06

18 May '06

Hi, A customer of us does support for multiple customers of his. Every customer has his own queue with all the settings and e-mail addresses etc. He wants the ticket number or hook to contain a part of the queue name. So when someone calls and says I have ticket nr XYZ-0123456, he knows it's a XYZ customer. Is this possible? Maybe I could write a new ticket number generator, but I don't know if the queue is known at the moment of ticket number generation. And what to do when the ticket changes queue? My feeling is that it's not a smart thing to try, since a ticket is not locked to a certain queue and changing ticket numbers when changing queues seems really awkward to me. Any thoughts on this? Regards, Richard

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OTRS and LDAP
by Joe Holden 18 May '06

18 May '06

Hi all, I'm trying to authenticate against an OpenLDAP server, using the core.schema, i'm unsure of what to put for uid etc, do I need a specific schema for otrs authentication? (I basically want 3 groups, internal users, agents and customers). Or do I just need to add an additional attribute to the OU? I'm not very experienced at all with ldap, so any pointers will be greatly appreciated. Thanks, Joe Holden Opera Telecom Network Administrator (http://www.operatelecom.com)

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Backup
by Mamakwa M. Sefiri 18 May '06

18 May '06

I am want to do backups the system everyday I read the manual on how to back and when I run this command line ./backup.pl -d /backup/ I get an error directory:/backup Thanks Mamakwa

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Statistic analysis: SQL-monster for pending-reminder-overtime
by Alexander Scholler 18 May '06

18 May '06

Hi, I created an SQL-monster which shows all overtimes for pending tickets within an selected month. Check it out... Bye, Alex /* shows all overtime of finished pending-reminder states which pending-time-set was done within the selected YEAR/MONTH */ SELECT (SELECT tn FROM ticket WHERE id = th2.ticket_id) AS Ticket, th1.time1 AS timefrom, th2.create_time AS timeto, /* time when pending stops, perhaps overtime */ th1.timepending AS timeuntil, (UNIX_TIMESTAMP(th2.create_time)-UNIX_TIMESTAMP(th1.timepending))/3600 AS overtime_24h, (SELECT SUBSTRING_INDEX(TRIM(BOTH '%%' FROM name), '%%', 1) FROM ticket_history WHERE id = idstate) AS state FROM ( /* search for set pending-time */ SELECT TIMESTAMP(TRIM(BOTH '%%' FROM th.name)) AS timepending, /* pending-time */ /*SELECT MAX(id) FROM ticket_history WHERE ticket_id = th.ticket_id AND history_type_id IN (1, 26, 27) AND id < th.id) AS id1,*/ (SELECT MIN(id) FROM ticket_history WHERE ticket_id = th.ticket_id AND history_type_id IN (26, 27) AND id > th.id) AS id2, /* history-entry with next state-update or set pending-time */ (SELECT MIN(id) FROM ticket_history WHERE ticket_id = th.ticket_id AND history_type_id IN (27) AND id > th.id) AS idstate, /* history-entry with next state-update */ th.create_time AS time1 /* time when pending starts */ FROM ticket_history th WHERE th.history_type_id = 26 /* set pending-time history-entry */ AND YEAR(th.create_time) = 2006 /* ===>>> YEAR */ AND MONTH(th.create_time) = 04 /* ===>>> MONTH */ ) AS th1 INNER JOIN ticket_history th2 ON th1.id2 = th2.id /* union with next state-update or pending-time-update */ WHERE th1.idstate IS NOT NULL AND /* state must be finished */ (SELECT SUBSTRING_INDEX(TRIM(BOTH '%%' FROM name), '%%', 1) FROM ticket_history WHERE id = idstate) IN (SELECT name FROM ticket_state WHERE type_id = 4) AND /* only pending-reminder states */ th1.time1 < th1.timepending /* pending-time must be greater than its set pending time - should always be true */

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Problem downloading incomming mails
by Manish Sharma 18 May '06

18 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

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AW: [otrs] Help with Configurations
by falko.zurell＠idmedia.com 18 May '06

18 May '06

Hi James, What mail system do you use on the linux box? Is it its own MTA or has it to use another box as mail relay? Do you already have POP3 mailboxes to use with OTRS? Kind regards Falko Zurell Head of Application Management I-D Media AG Tel.: +49-30-25947-357 ----- Original Message ----- From: otrs-bounces Sent: 18.05.2006 07:16 To: otrs(a)otrs.org Subject: [otrs] Help with Configurations Hello, I have just successfully installed otrs on a linux suse 9 server platform. Unfortunately, i am kind of defeated to configure it up for use(especially the mailing part)? Can any buddy help out with this? If you can help can i have your contacts eg phone no. or msn ? Regards, James Yogo _______________________________________________ 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�r Ihr OTRS System? => http://www.otrs.de/

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Help with Configurations
by James Yogo 18 May '06

18 May '06

Hello, I have just successfully installed otrs on a linux suse 9 server platform. Unfortunately, i am kind of defeated to configure it up for use(especially the mailing part)? Can any buddy help out with this? If you can help can i have your contacts eg phone no. or msn ? Regards, James Yogo

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