August 2006 - otrs - OTRS mailing lists

Automatically merging email responses into original ticket
by Lee Friedman 25 Aug '06

25 Aug '06

I was under the impression that OTRS could do this, but cannot find configuration options to set it up. Here is the scenario. A ticket is created via the Compose Email/new Ticket web page. An email is sent to the email address in the "To" field. The recipient of that email responds back, keeping the subject line intact, so that the Ticket Number remains (after Re:). I want OTRS when it receives the return email to merge the email into the original ticket. Is this possible, and if so, where is it configured. Thanks in advance, Lee Friedman ----------------------------------------------------------------- Lee Friedman - Consultant Secure Technology Integration Group, Ltd. Ansonia Station P.O. Box 237165 New York, NY 10023 ----------------------------------------------------------------- This message is for the named person's use only. It may contain confidential, proprietary or legally privileged information. No confidentiality or privilege is waived or lost by erroneous transmission. If you receive this message in error, please immediately delete it and all copies of it from your system, destroy any hard copies of it and notify the sender. You must not, directly or indirectly, use, disclose, distribute, print, or copy any part of this message if you are not the intended recipient. Secure Technology Integration Group, Ltd. reserves the right to monitor all e-mail communications through its networks.

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Report generation based on client name
by Gary Wright 25 Aug '06

25 Aug '06

Hi, Am new to OTRS, which we are currently evaluating for use as our ticketing system. Is there a means of generating a report based on a customerID? I tried to find it in the admin doc. but was unable to:-( Thanks, Gary

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New Ticket Notification
by Joe Fusco 25 Aug '06

25 Aug '06

How do I enable new ticket notification for an agent? I've tried selecting YES on the new ticket and move ticket options but they don't seem to work. Thank you Joe Fusco Network Manager Ocean Dental Corporate Headquarters Stillwater, OK Email: joe.fusco(a)oceandental.net Customer Service: The state of voluntary subjection to a customer, the condition of being bound to service. IMPORTANT - This e-mail message is intended only for the use of the individual or entity to which it is addressed, and may contain information that is privileged, confidential and exempt from disclosure under applicable law. If you are not the intended recipient, you are hereby notified that we do not consent to any reading, dissemination, distribution or copying of this e-mail message. If you have received this communication in error, please notify the sender immediately by return e-mail, delete this e-mail, delete the transmitted information and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and may be illegal. Violators may be prosecuted. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late, incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission.

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Any experience on 64bit ?
by Nima Samadi 25 Aug '06

25 Aug '06

Thank you for the reply Andy. What worries me is this : http://lists.otrs.org/pipermail/otrs/2005-December/009696.html Regards Nima

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Any experience on 64bit ?
by Nima Samadi 25 Aug '06

25 Aug '06

Hi Does OTRS work on a Fedora installed on a 64bit machine? Are there any special issues to consider when choosing between 32bit and 64bit? Regards Nima Samadi

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Note types in OTRS
by Alan McKeown 25 Aug '06

25 Aug '06

All, I am playing about with notes in OTRS. I have added a filed in sysconfig Ticket::DefaultNextNoteStateType: Default states of next note. Waiting on customer. However when I create a test ticket and then add a note I cannot see this status or any statuses for that matter. The only field I get to see is note_type which is defined as being internal Can anyone help please Alan Mckeown JoraPh Consulting Ltd Unit 3, Springfield Industrial Estate, Newport, Shropshire, TF10 7NB Mobile: +44 (0)7841 996 331 Office: +44 (0)8700 433877 Fax: +44 (0)1952 825058 http://www.joraph.com <http://www.joraph.com/> ********************************************************************** CONFIDENTIALITY This message is confidential and may be legally privileged or otherwise protected from disclosure. If you are not the intended recipient, please telephone or email the sender and delete this message and any attachment from your system(s); you must not copy or disclose the contents of this message or any attachment to any other person. Although we have taken steps to ensure that this e-mail and attachments are free from viruses, we advise that in keeping with good computing practice, the recipient should ensure they are actually virus free. ********************************************************************** -- This message has been scanned for viruses and dangerous content by JoraPh Consulting Ltd (Server #1), and is believed to be clean.

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version of mysql?
by Herbert Mueller 25 Aug '06

25 Aug '06

hallo wich version of mysql should be used with otrs? our otrs works but our logfile contains messages like: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax ...... what is the reason for this? greetings Herbert Mueller ------------------------------ Dr.Herbert Mueller Physikdepartment Z30 85748 Garching Tel 089 289 12391 FAX 089 289 12296

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EHLO localhost.localdomain
by Juergen Tolksdorf 25 Aug '06

25 Aug '06

Hi, if I try to send an E-Mail with OTRS through my Exchange Server, I get the following Message in the Web Interface: Software error:No SASL mechanism found at C:/OTRS/otrs/Kernel/cpan-lib/Authen/SASL.pm line 62 For help, please send mail to the webmaster (admin(a)your-domain.com) giving this error message and the time and date of the error. If I trace the packets between the OTRS Server and my Mailserver I can see that OTRS sends the following request to the mailserver: "EHLO localhost.localdomain\r\n" First, I'd like to change the "admin(a)your-domain.com" in the error message to the right value. Next, I'd like to change the localhost.localdomain in the SMTP Request from the OTRS Server. Can anybody help me to do so? However, in the packettrace I see, that the mailserver gives the message "TCP Checksum incorrect". Does anyone have an Idea about what mybe wrong here? thanks in advance Herb. _________________________________________________________________ Testen Sie Live.com - das Zentrum Ihrer Online-Welt, das Sie mit aktuellen Nachrichten, Sport- und Wetterinfos und vielem mehr versorgt. http://www.live.com/getstarted

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OTRS and Freeradius
by Jan Rieger 25 Aug '06

25 Aug '06

Hi, we have an existing freeradius setup for customer authentification. Now we'd like to integrate OTRS. Users now can authenticate (against freeradius), but they can't log in to OTRS because they are rejected with the message "Panic! No UserData!!!". Is there any possibility to get OTRS to automatically setup the user data in the MySQL database on first login if they don't exist? Best regards Jan Rieger -- Systemhaus Klaus Sommerfeld Rathenaustrasse 16 D-99085 Erfurt Telefon: +49-361-6534037 Telefax: +49-361-6534038

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RE: [otrs] import customer user with a text file?
by Martin Waichman 24 Aug '06

24 Aug '06

>Message: 1 >Date: Wed, 23 Aug 2006 14:07:03 -0700 >From: "Jeff Lansidel" <jtlatgf(a)gmail.com> >Subject: [otrs] import customer user with a text file? >To: otrs(a)otrs.org >Message-ID: > <523710a50608231407j1296af19x7f2ac97b19d8cdc1(a)mail.gmail.com> >Content-Type: text/plain; charset="iso-8859-1" > >I have not had any luck finding information about how to do this if it is possible. >I would like to import all of our employees into the database so they do not have to go through the "new" registration process. This is to insure that >><their email address is spelled correctly. >Thanks for the input. >Jeff I used a CSV file, with the fields of the Customers Database, and make the import using a query in MySQL, taking in care the ID has to be unique. And it´s working now, I had to import 3000 customers. Regards Martin Waichman Director Serbiznet

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