September 2006 - otrs - OTRS mailing lists

Two Interface requests
by Jan Miczaika 15 Sep '06

15 Sep '06

Hello, I'm not sure whether this is implemented in 2.1.0 yet, but I have two small requests for interface enhancements: 1. When I select a ticket via its checkbox I get a javascript confirmation box. I need to click this away. This increases the number of clicks required for batch editing by 100%. Especially when I select all Spam etc. this is a major pain. I would recommend removing this. 2. Also regarding batch selection: I would propose radio buttons for selecting all tickets on a screen and all tickets in a queue. Thanks! Jan -- Jan Miczaika Co-Founder, Hitflip Tel +49-221-272407-27 (Cologne Office) Tel +49-261-6509-263 (Koblenz Office) Mob +49-173-3092638

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Intermittend Errors when reply/forwarding tickets
by Danie 15 Sep '06

15 Sep '06

Hi , I have searched the mailing list for answers to this problem , and even applied the resolutions , but still i am getting the following error : ERROR: OTRS-PM3-10 Perl: 5.8.8 OS: linux Time: Fri Sep 15 12:30:42 2006 Message: Can't send to: [email protected]! Enable debug for more info! Traceback (7920): Module: Kernel::System::Email::SMTP::Send (v1.9) Line: 97 Module: Kernel::System::Email::Send (v1.14) Line: 467 Module: Kernel::System::Ticket::Article::SendAgentNotification (v1.94) Line: 1582 Module: Kernel::System::Ticket::Article::ArticleCreate (v1.94) Line: 293 Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 208 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: main::FetchMail (v1.17) Line: 198 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.17) Line: 126 I added the CheckMXRecord = 0 to my Config (as suggested in one of the mailing list replies) , also this is quite odd as this particular email is being sent to an internal address. I am running SMTP on a Debian box which forwards the mails to Exchange Servers. Any help / suggestions will be greatly appreciated as I am at a loss :( Daniel

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Changing "Ticket" to desired language
by Nima Samadi 15 Sep '06

15 Sep '06

Is there a way to change the "Ticket" in Re: [Ticket#...] in the subject of the outgoing emails to desired language? For example -> Re: [Ärende#...] And how would this affect the system? Thank you in advance. Regards Nima Samadi System development Besedo - För att dina kunder gillar service Dalénum 32 181 70 Lidingö Tel 08 544 899 90 Mobil 073 627 54 45 nima.s(a)besedo.se

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send mail on ticket close
by Alan McKeown 15 Sep '06

15 Sep '06

All, I created an email ticket yesterday and the customer was sent the ticket number. However when I closed the ticket no email was sent. I would have expected this to happen. Is there some configuration that needs to be put in place for this to work. 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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keeps sending Ticket reminder
by Carlos A. Cardona Gomez 15 Sep '06

15 Sep '06

Hi, I'm using OTRS 2.0.3. One of the agents is complaining because OTRS is sending a ticket reminder, even after closing the ticket and even after changing the owner!... Anybody knows what can i do to stop that? Thanks, Carlos Cardona

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RE: [otrs] Admin Link lost :(
by Dale Shriver 14 Sep '06

14 Sep '06

Same here. You have to start with a fresh database and never touch admin's privileges or groups. OTRS doesn't do a good job of protecting you from yourself in this area. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alan McKeown Sent: Thursday, September 14, 2006 10:11 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Admin Link lost :( Hi, This happened to me some time ago and I had to get the sys admin guy to refresh OTRS. 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 ********************************************************************** 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. ********************************************************************** -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Ambrish Yadav Sent: 14 September 2006 11:08 To: otrs(a)otrs.org Subject: [otrs] Admin Link lost :( Hi Everyone, I'm new to the whole support thing and was evaluating OTRS. I know i did something nasty by which the "admin" link has vanished (even after logging with admin credentials). Therefore, i cannot in anyway, set user, user group, customer, cutomer groups , etc. Can anyone help me with this :( ? Cheers Ambrish _______________________________________________ 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/ -- This message has been scanned for viruses and dangerous content by JoraPh Consulting Ltd (Server #1), and is believed to be clean. -- This message has been scanned for viruses and dangerous content by JoraPh Consulting Ltd (Server #1), and is believed to be clean. _______________________________________________ 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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RE: [otrs] Admin Link lost :(
by Alan McKeown 14 Sep '06

14 Sep '06

Hi, This happened to me some time ago and I had to get the sys admin guy to refresh OTRS. 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 ********************************************************************** 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. ********************************************************************** -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Ambrish Yadav Sent: 14 September 2006 11:08 To: otrs(a)otrs.org Subject: [otrs] Admin Link lost :( Hi Everyone, I'm new to the whole support thing and was evaluating OTRS. I know i did something nasty by which the "admin" link has vanished (even after logging with admin credentials). Therefore, i cannot in anyway, set user, user group, customer, cutomer groups , etc. Can anyone help me with this :( ? Cheers Ambrish _______________________________________________ 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/ -- This message has been scanned for viruses and dangerous content by JoraPh Consulting Ltd (Server #1), and is believed to be clean. -- 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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Empty answer in HTML
by odracir_seravat＠simplesnet.pt 14 Sep '06

14 Sep '06

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Admin Link lost :(
by Ambrish Yadav 14 Sep '06

14 Sep '06

Hi Everyone, I'm new to the whole support thing and was evaluating OTRS. I know i did something nasty by which the "admin" link has vanished (even after logging with admin credentials). Therefore, i cannot in anyway, set user, user group, customer, cutomer groups , etc. Can anyone help me with this :( ? Cheers Ambrish

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Need help understanding an error message
by Steve Hill 14 Sep '06

14 Sep '06

I have asked before, but have not received any responses, so I will try again. I have a OTRS-supplied cron job that runs at 45 minutes after every even hour, and in the SystemLog, I get sit iterations of (for example): Wed Jul 12 00:45:02 2006 error OTRS-PendingJobs-10 Need StateID or State! Wed Jul 12 00:45:02 2006 error OTRS-PendingJobs-10 Need StateID or State! Wed Jul 12 00:45:02 2006 error OTRS-PendingJobs-10 Need StateID or State! Wed Jul 12 00:45:02 2006 error OTRS-PendingJobs-10 Need StateID or State! Wed Jul 12 00:45:02 2006 error OTRS-PendingJobs-10 Need StateID or State! Wed Jul 12 00:45:02 2006 error OTRS-PendingJobs-10 Need StateID or State! I can locate the area where the message comes from, but I don't "speak" perl>4 so I don't understand what the system is complaining about. It might be six records in the database that have gotten corrupted, or something else, which I don't understand. Can anyone please give me some troubleshooting steps to get rid of these annoying messages?? Thanks, Steve

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