June 2006 - otrs - OTRS mailing lists

Problem with OTRS mails in Eudora
by Thomas Riedrich 08 Jun '06

08 Jun '06

Hello, we're currently testing OTRS in our company. It works fine, except that only Eudora displays mails from the OTRS system incorrectly. Outlook, Evolution & Thunderbird do fine. Eudora doesn't print any newlines, the whole e-mail is one single line. There's absolutely no option in Eudora which would configure the way Eudora displays e-mails, so we must re-configure something in OTRS (charset etc.). Is there any such option for outgoing e-mails in OTRS? Tom

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Migrating and article file storage
by Danie 08 Jun '06

08 Jun '06

Hi all , I want to migrate from one otrs system to another (mainly due to old hardware) , but I have a few questions before I jump into stormy waters : - If migrating let's say from a Debian based system to a Redhat (Fedora) based system , is the data the same? - Also if I only want to migrate the database , is it as simple as dumping the database (let's say with the ./backup script) ? - I'm currently running my ticket storage module in ArticleStorageFS , how can i migrate this data over to the new server? Regards D

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question: mail notification to customer
by Robertino Hermansson 08 Jun '06

08 Jun '06

hi, Is it possible for otrs to automatically send an e-mail to a customer when the customers account is created in the agent interface? like a checkbox for 'send notification to customer' and then send the relevant data to the customer. --Robertino Hermansson

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posponed tickets otrs 2.0.4
by Johan Bijlsma 08 Jun '06

08 Jun '06

Is there a way to prevent the system to allert when i change the owner of a posponed ticket. Thanks for your time, Best Regards, Johan Bijlsma. Rotaform. Lelystad, Netherlands.

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Permission problems when accessing SysConfig
by Robertino Hermansson 08 Jun '06

08 Jun '06

hi list, Permission problem on a RedHat Enterprise release 4 box, When I installed otrs I had permission problems with the installer.pl but did that manually according to the manual. I installed the release from rpm package. Now I'm not able to access the SysConfig from the Admin interface, It gives me this error message. -- ERROR: OTRS-CGI-10 Perl: 5.8.5 OS: linux Time: Wed Jun 7 13:32:33 2006 Message: Can't write /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm: Permission denied! Traceback (16177): Module: Kernel::System::Config::WriteDefault (v1.45) Line: 183 Module: Kernel::Modules::AdminSysConfig::Run (v1.38) Line: 54 Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 651 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.80) Line: 47 -- I've run SetPermissions.sh like this: [root@xxx bin]# ./SetPermissions.sh /opt/otrs otrs apache apache apache SetPermissions.sh <$Revision: 1.27 $> - set OTRS file permissions Copyright (c) 2001-2004 Martin Edenhofer <martin(a)otrs.org> Setting file permissions... chown -R apache:apache /opt/otrs chmod -R og+rw /opt/otrs chown otrs:apache /opt/otrs chown otrs:apache /opt/otrs/.fetchmailrc chmod 0710 /opt/otrs/.fetchmailrc chown otrs:apache /opt/otrs/.procmailrc chmod 0644 /opt/otrs/.procmailrc chown otrs:apache /opt/otrs/.mailfilter chmod 0600 /opt/otrs/.mailfilter chown -R otrs:apache /opt/otrs/var/ chown -R apache:apache /opt/otrs/var/sessions/ touch && chown otrs:apache /opt/otrs/var/log/TicketCounter.log chmod -R 775 /opt/otrs/bin/ (chown && chmod 700) otrs:0 /opt/otrs/bin/DeleteSessionIDs.pl (chown && chmod 700) otrs:0 /opt/otrs/bin/UnlockTickets.pl (chown && chmod 700) otrs:0 /opt/otrs/bin/otrs.getConfig Since httpd runs as user/group apache. Even tried to chmod 777 the whole directory tree (opt/otrs/Kernel/Config/Files) Anyone that could help me with a solution? --Robertino

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Where are the themes ?
by Dennis Kavadas 08 Jun '06

08 Jun '06

hi all where can i find themes for otrs 2.x ?

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Where are the themes ?
by Dennis Kavadas 08 Jun '06

08 Jun '06

hi all where can i find themes for otrs 2.x ?

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Automatic ticket transfering to specified queue on time basis.
by Константин Ёлшин 07 Jun '06

07 Jun '06

Hello. Is there any way to make tickets automaticaly be transfered from one queue to another after specified amount of time? Every ticket should have it's own counter of time it spent in some queue.

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TicketView & default User Question
by Nicolas Karlinski 07 Jun '06

07 Jun '06

Hi there, The length of the lines of the Email I am receiving are trunkated after 70 caracters or so. I changed the TextArea setting but it does not seems to do anything... How can I increase the default lenght? Also, when I ticket is received by the system, the owner is root@otrs. This does not mean anything for the Customers. How can I chnage it to "No-One" or something more meaningful for the customer? Thanks NICOLAS KARLINSKI Operation Manager ARKADIN GLOBAL AUDIO & DATA CONFERENCING One Penn Plaza, Suite 2200 New York, NY 10119 Tel: 646-495-7608 Fax: 212-594-1910 Web: www.arkadin.com <http://www.arkadin.com/>

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How to allow email tickets from a group only
by Bulent Oktem 07 Jun '06

07 Jun '06

Hi, I have several queues with different groups having write access to it. In the Web user interface only those groups can create tickets in these queues as expected. However, sending a ticket via email and filtering that into one of these queues have no group control. How can I control the group of the sender (email->group) and reject the ticket if that customer is not in the group of the queue? Regards, Bulent Oktem

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