September 2006 - otrs - OTRS mailing lists

How to set a multiple line default phone new note ?
by Paul Rhein 05 Sep '06

05 Sep '06

Hi list, I am trying to set a default phone new note in OTRS 2.04. in the Agent phone form. That looks like this <start> Problem description: Action Requested: Customer mood: <end> Under Sysconfig I find Frontend::Agent::Ticket::ViewPhoneNew TicketFrontEnd::ViewPhoneNew An enter $Text{"Problem description:\nAction Requested\nCustomer mood:\n"} And OTRS displays <Problem description:\nAction Requested\nCustomer mood:\n> in one line on the Agent Phone view. I tried \r instead of \n and various other things to no avail. Do I miss something ? Can anybody tell me how to achieve this ? TIA Paul

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FileManager trash problem
by jtown＠eml.cc 04 Sep '06

04 Sep '06

Hello, I've installed FileManager Module and works fine but deleted files aren't sent to the trash folder, I've checked all twice and I can't find why. Please, could anybody help me? Thanks in advance,

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can's see queues on the customer.pl webinterface
by Max Glanz 04 Sep '06

04 Sep '06

Hi, On the webinterface "customer.pl" I can generate a ticket but i don`t see any of my tickets. The queue is always empty! When pushing "my Tickets" button, i get a message in /var/log/warn: [Error][Kernel::System::Ticket::TicketSearch][Line:2484]: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') OR st.customer_user_id = 'Max Otrstest1') AND sq.group_id IN (4, 1, 3, 2, 5' at line 1, SQL: 'SELECT DISTINCT st.id, st.tn, st.create_time_unix FROM ticket st, queue sq WHERE sq.id = st.queue_id AND (LOWER(st.customer_id) IN () OR st.customer_user_id = 'Max Otrstest1') AND sq.group_id IN (4, 1, 3, 2, 5, 1, 1, 5, 5) AND LOWER(st.customer_user_id) LIKE LOWER('Max Otrstest1') ORDER BY st.create_time_unix DESC LIMIT 10000' So, what i can see is, that mysql doesn?t like the empty IN () expression! This SQL searchrequest line will be generated by the ticket.pm module in a part which is commented as "# customer groups". I did a hack on the Ticket.pl code, inserted a value to the IN expression "IN (1)", then i saw all my queues on the webinterface! what is wrong with my configuration ? I didn?t activate CustomerGroupSupport. My setting is: otrs-2.0.4-10, SuSE 10.1, mysql-5.0.18 thank you for your help, Max Glanz

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Reply eMail with password
by Peter Sereinigg 04 Sep '06

04 Sep '06

1.) Is there a possibility to send automaticly an email WITH LOGIN DATAS amd password after a supportrequest. - Reply with eMail works fine - but how can i send in this reply with a password? is there any plugin i should install 2.) Can i map incomming eMails using the domain to a certain customer? - otherwise each eMail gets a customer and has to be sorted manualy? thanks for your help Peter Sereinigg

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change location of [Ticket#....] in subject
by Benjamin Putsch 04 Sep '06

04 Sep '06

Hi! I'm currently evaluating OTRS using Version 2.0.4 on Windows. Is there a way to modify the subject of the OTRS generated mails? Currently the subject is like that: Re: [Ticket#2006090335000429] printer not working I would rather have the subject look like that: Re: printer not working [Ticket#2006090335000429] I think it can be very confusing to users to have the ticket ID in front of the actual subject. Thanks in advance! Regards Benjamin Putsch

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adding notes to a ticket
by Alan McKeown 04 Sep '06

04 Sep '06

Hi, When I add notes to a ticket there is a selection box which gives 3 options Note-external, note-internal and note-report. Is it possible to change/add to this list. I want to add entries such as 'waiting on customer' Regards Alan 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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Pb connecting customer using a db backend / password
by patrice-bonhomme＠neuf.fr 03 Sep '06

03 Sep '06

Hi, I have a problem with the password that are stored within a DB Backend. OTRS and my user database are not using the same password hashing algorithm ! Clear password : test3 Otrs hashing password : teWtwbeIm3BdA My user database password : 8ad8757baa8564dc136c1e07507f4a98 What can i do ? I can't change the hashing algorithm of my user database. Tx, Pat

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RE: [otrs] wanted: help to fix problem
by Tony Nguyen 02 Sep '06

02 Sep '06

Do I have direct access (ie ssh) to your server? Tony -----Original Message----- From: "Marc Herms" <marc(a)mercator.net> To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Sent: 9/2/06 5:54 AM Subject: RE: [otrs] wanted: help to fix problem On Fri, 1 Sep 2006 23:05:50 -0400, Tony Nguyen wrote > It should be easy. Most likely its a Sendmail issue. I can give you a hand on tuesday. I am flying to Germany on Tuesday, so unfortunately I don´t have time tuesday. Either monday or later the next week (thursday/friday). thanks, marc > > Tony > > -----Original Message----- > From: "Mercator GmbH" <info(a)mercator.net> > To: "otrs(a)otrs.org" <otrs(a)otrs.org> > Sent: 9/1/06 8:40 PM > Subject: [otrs] wanted: help to fix problem > > WHO can help me to fix my mail problems with OTRS? I haven´t got it > fixed yet and I really need to receive mails. > > I will pay with Paypal. > > I have a Linux (Debian) with kernel 2.6.8-2-k7 machine, Apache 1.3.33 > (Debian GNU/Linux) PHP 4.3.10-16. > > OTRS is installed, but all was moved from another server. It`s installed > though and database works, just the mail doesn´t work. > > I don´t have enough knowledge to fix it myself and the server admin has > no time, because the former server hoster went bankrupt and now the > ex-staff is saving machines and configuring. So, I am alone by myself to > fix this problem. > > Please email me to "marc at mercator.net" if you have time and don´t ask > too much money for this job. > > thanks, marc > > _______________________________________________ > 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/ > _______________________________________________ > 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/

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Pb connecting customer using a db backend
by Test 1001 listes 02 Sep '06

02 Sep '06

Hi, I have a problem with the password that are stored within a DB Backend. OTRS and my user database are not using the same password hashing algorithm ! Clear password : test3 Otrs hashing password : teWtwbeIm3BdA My user database : 8ad8757baa8564dc136c1e07507f4a98 What can i do ? I can't change the hashing algorithm of my user database. Tx, Pat

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RE: [otrs] wanted: help to fix problem
by Tony Nguyen 02 Sep '06

02 Sep '06

It should be easy. Most likely its a Sendmail issue. I can give you a hand on tuesday. Tony -----Original Message----- From: "Mercator GmbH" <info(a)mercator.net> To: "otrs(a)otrs.org" <otrs(a)otrs.org> Sent: 9/1/06 8:40 PM Subject: [otrs] wanted: help to fix problem WHO can help me to fix my mail problems with OTRS? I haven´t got it fixed yet and I really need to receive mails. I will pay with Paypal. I have a Linux (Debian) with kernel 2.6.8-2-k7 machine, Apache 1.3.33 (Debian GNU/Linux) PHP 4.3.10-16. OTRS is installed, but all was moved from another server. It`s installed though and database works, just the mail doesn´t work. I don´t have enough knowledge to fix it myself and the server admin has no time, because the former server hoster went bankrupt and now the ex-staff is saving machines and configuring. So, I am alone by myself to fix this problem. Please email me to "marc at mercator.net" if you have time and don´t ask too much money for this job. thanks, marc _______________________________________________ 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/

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