August 2006 - otrs - OTRS mailing lists

newbie question: how to change ticket 'subject', 'from' or 'status'
by Duncan C White 18 Aug '06

18 Aug '06

Hi all, Sorry for the extremely basic newbie questions: having installed OTRS 2.0.4 and got it basically working, how do I (an agent) change: - the subject of a ticket, suppose the user has been massively inaccurate or left it blank. - who the ticket is from, either replacing the originator's email address entirely, or perhaps adding a second person to the "from" or "interested" set? - the ticket state (obviously "close" closes it, etc) but how for instance could I (an agent) reopen a ticket after closing it in error? I have checked through the last 2 months of archives, and of course read the admin manual from cover to cover, before asking these questions... cheers duncan

4 3

How to enable debug for smtp?
by Keith Turner 18 Aug '06

18 Aug '06

We are still experiencing some very annoying behavior after moving to a new SMTP account. Agent Notifications from the Agent site and email ticket replies from the Agent Site go through perfectly. All the automatic notifications fail. The otrs log says: [Fri Aug 4 09:40:13 2006][Error][Kernel::System::Email::SMTP::Send][100] Can't send mail to: xxx(a)xxx.com! Enable debug for more info! I tried adding the code below to enable debug, to no avail, same error message either way. I tried both $Self->{SMTPDebug} = 1; and $Self->{SMTPDebug} = 0;, restarting otrs between each test to the same result. # debug $Self->{Debug} = $Param{Debug} || 0; if ($Self->{Debug} > 2) { # shown on STDERR $Self->{SMTPDebug} = 1; } # added by Keith $Self->{SMTPDebug} = 1; So how do you enable debug? Do debug results even show up in otrs.log? Is it perhaps in a PERL or Apache error log instead. We are running this on a windows server. Any help, pointers, or other information deeply apreciated. Keith Turner

2 1

Allow users to register them selves from the main otrs screen ?
by Maxim Vexler 18 Aug '06

18 Aug '06

Hello list I've installed the system and it's great, thank you devs ! I wish to know how to configure it so that my users (internal LAN) would be able to connect to the system and register them self. I plan to use the system as a "display and request" work load for company employees vs. the tech support guys. How to enable users to register them selves into the system and also assign them to 1 default (unprivileged) group ? Thank you a lot. -- Cheers, Maxim Vexler "Free as in Freedom" - Do u GNU ?

4 6

Email ticket integration question
by jtown＠eml.cc 18 Aug '06

18 Aug '06

Hello, My users are now using the web interface to crate tickets and their login id is their email address. I'd like they also were able to use the email to create them, but I don't know if the system would recognize them and show them the email tickets in theirs customer web interface. Could anybody who is using this feature tell me how this works? And the question for the prize: If so, does anybody know the part of the code that analyzes the user who the tickets belongs to? Thanks in advance

2 3

FW: [otrs] How to 'stop the clock' during a 'HOLD' status?
by s taylor 17 Aug '06

17 Aug '06

Anyone? Possibly, add an extra calendar 'day' e.g. "50" to the calendar and tie it somehow to reflect a 'HOLD'? That way, the ticket is not aging under special circumstances. Thanks in advance. ===================================== >From: "s taylor" <staylor00(a)hotmail.com> >Reply-To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> >To: otrs(a)otrs.org >Subject: [otrs] How to 'stop the clock' during a 'HOLD' status? >Date: Mon, 24 Jul 2006 23:49:59 -0400 > >Hello. > >I plan to add a 'HOLD' status (state type) but would like the clock to stop >similar to that used for vacation days. > >Does anyone have any suggestions? > >Thanks in advance. > > >_______________________________________________ >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 orr consulting for your OTRS system? >=> http://www.otrs.com/

1 0

Generic Agent every 20 minutes
by news gonzo news gonzo 17 Aug '06

17 Aug '06

Hello, I have a problem with my genrerics agents which aren't executing every 10 minutes. Here is an extract of the log: [Thu Aug 10 10:10:08 2006][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'AFFECTATION_ACME' from db. [Thu Aug 10 10:30:08 2006][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'AFFECTATION_ACME' from db. [Thu Aug 10 10:40:08 2006][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'AFFECTATION_ACME' from db. [Thu Aug 10 11:00:07 2006][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'AFFECTATION_ACME' from db. [Thu Aug 10 11:10:08 2006][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'AFFECTATION_ACME' from db. [Thu Aug 10 11:20:08 2006][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'AFFECTATION_ACME' from db. [Thu Aug 10 11:40:07 2006][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'AFFECTATION_ACME' from db. [Thu Aug 10 11:50:08 2006][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'AFFECTATION_ACME' from db. [Thu Aug 10 12:00:08 2006][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'AFFECTATION_ACME' from db. [Thu Aug 10 12:20:08 2006][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'AFFECTATION_ACME' from db. [Thu Aug 10 12:30:08 2006][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'AFFECTATION_ACME' from db. [Thu Aug 10 12:50:07 2006][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'AFFECTATION_ACME' from db. [Thu Aug 10 13:00:08 2006][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'AFFECTATION_ACME' from db. [Thu Aug 10 13:10:08 2006][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'AFFECTATION_ACME' from db. [Thu Aug 10 13:30:07 2006][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'AFFECTATION_ACME' from db. [Thu Aug 10 13:40:07 2006][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'AFFECTATION_ACME' from db. As you can see the execution is not regular. Besides, I have change the cron tab for an execution every 10 minutes: */10 * * * * C:/OTRS/Perl/bin/perl.exe C:/OTRS/otrs/bin/GenericAgent.pl -c db */10 * * * * C:/OTRS/Perl/bin/perl.exe C:/OTRS/otrs/bin/GenericAgent.pl Thx. Regards. ___________________________________________________________________________ Découvrez un nouveau moyen de poser toutes vos questions quelque soit le sujet ! Yahoo! Questions/Réponses pour partager vos connaissances, vos opinions et vos expériences. http://fr.answers.yahoo.com

2 1

Customer Fields add
by Martin Waichman 17 Aug '06

17 Aug '06

I have implemented the OTRS and finishing the configuration in Fedora Platform, but I need to add more fields to Customer Table, I don´t know if the best idea is to use LDAP, (I don´t have a problem with authentication), only need to add for example Address, Zip Code, and fields like this. I found in the documentation how to add an external backend, but I don´t know if it´s the best idea. Regards Martin Waichman Director Serbiznet

2 1

ITIL
by Cota Antonio 17 Aug '06

17 Aug '06

Hello Someone could give me tips about configuration of OTRS for compliant with Incident, problem and change management? Facts such a Users and groups to be created and so on. Thanks. P.D. Sorry for my poor English.

2 1

Import Customers
by Kent Dias 17 Aug '06

17 Aug '06

Is there a way to import (from a database, comma delimited file, etc) customers into the system?

2 1

Is there a way to specify a queue when sending e-mail?
by Her, Andre 17 Aug '06

17 Aug '06

I have defined several queues on my OTRS 2.0.4 server. For DNS requests, WEB services, new install. Users are normally supposed to handle only the requests they are responsible for, DNS,WEB,install,etc. I accept requests send by e-mail. And I would like if there is a way to automatically direct the requests, coming by e-mail, to the correct queue? Many thanks in advances Andre

3 2