January 2007 - otrs - OTRS mailing lists

signatures in responses
by Marie Leclercq 16 Jan '07

16 Jan '07

Hello, When I answer to an user, the signature comes after the user response. Is it possible to put the signature before the user response ? Thanks Marie

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Upgrading from mySQL 4 to mySQL 5 and from 2.0.4 to 2.1
by Jan Miczaika 16 Jan '07

16 Jan '07

Hello, we use OTRS for our trouble ticket systems and are very satisfied so far. We would like to upgrade the system though, and would like to check whether someone has good/bad experiences. 1. We currently run OTRS 2.0.4 on mySQL 4. We would like to run it on mySQL 5. We would dump the whole DB from mySQL 4 and import it into a new mySQL 5 database. Has anyone experienced problems with this approach (e.g. character encoding). 2. We would like to upgrade from 2.0.4 to 2.1 (Esmeralda). Unfortunately we can't find information on upgrading in the user's manual. What is the process? I would assume backup DB and config, install new version somewhere else, import config and DB, test. Or is there an automated process? Thanks Jan -- Geschäftsführer Hitflip Media Trading GmbH www.hitflip.de - jetzt neu: www.hitflip.at Tel. 0221-272407-27 Fax. 0221-272407-22

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Pre-defined subject
by Christian 15 Jan '07

15 Jan '07

Hello, I'm interested to have have pre-defined subject like mentionned in this topic: http://article.gmane.org/gmane.comp.otrs.user/10214/ Anyone can post or send me the script please ? Thx. Chris P.S. Same question about the queues: how to asing a default queue instead of the "-" ?

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OTRS Admin Manual version 0.5 Beta7
by Lou Gonzales 15 Jan '07

15 Jan '07

My company is currently using the 0.5 Beta7 version of OTRS. I was looking for a copy of the admin manual for this version and was not able to find it on the OTRS.org site. Would anyone happen to have an archived copy of this admin manual? Regards, Lou Gonzales

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RE: [otrs] auto-reply to cc: addresses?
by Janet Post 15 Jan '07

15 Jan '07

Hello Dale, I had this issue as well. I had to edit the source code directly to get this to work. This change works with autoresponses, but has not been tested with other form of responses. I had to change the file "Article.pm". I did not need to 'change' any code, only add to what was already there. This starts at line 2266 (otrs ver 2.1.2): To the developers of otrs: Might I suggest this be added as an option in the next revision of otrs? Janet Post. ------------------ Article.pm {...} chomp $NewOldBody; $Param{Body} =~ s//$NewOldBody/g; } # set new To address if customer user id is used my $Cc = ''; ### Added by Janet Post to get all addresses into autoresponse: my @ToArray = (); foreach (qw(To Cc Bcc)) { if ($GetParam{$_}) { foreach my $Emailjp (Mail::Address->parse($GetParam{$_})) { push (@ToArray, $Emailjp->address()); if ($Cc) { $Cc .= ', '; } $Cc .= $Emailjp->address(); } } } ### End of addition to autoresponse my $ToAll = $GetParam{From}; if ($Article{CustomerUserID}) { {...} ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Dale Shriver Sent: December 8, 2006 5:13 PM To: otrs(a)otrs.org Subject: [otrs] auto-reply to cc: addresses? Hello all, Is there an answer published for this issue? OTRS currently only auto replies to the sender of a message, but doesn't seem to reply to everyone on the original request for assistance. Any help would be appreciated. I need OTRS to reply to both the sender, and everyone else the sender copied. Thanks, Dale [otrs] auto-reply to cc: addresses? kougioum at no-log.org kougioum at no-log.org <mailto:otrs%40otrs.org?Subject=%5Botrs%5D%20auto-reply%20to%20cc%3A%20a ddresses%3F&In-Reply-To=> Fri Dec 3 10:52:34 CET 2004 * Previous message: [otrs] bulk feature problems <http://lists.otrs.org/pipermail/otrs/2004-December/006814.html> * Next message: [otrs] GD and Stats <http://lists.otrs.org/pipermail/otrs/2004-December/006816.html> * Messages sorted by: [ date ] <http://lists.otrs.org/pipermail/otrs/2004-December/date.html#6810> [ thread ] <http://lists.otrs.org/pipermail/otrs/2004-December/thread.html#6810> [ subject ] <http://lists.otrs.org/pipermail/otrs/2004-December/subject.html#6810> [ author ] <http://lists.otrs.org/pipermail/otrs/2004-December/author.html#6810> ________________________________ Hello everybody To the point: how can we make otrs send auto replies not only to the From: address but to all cc: addresses, and to certain other (prefixed) addresses? thanks in advance for any replies, george. Dale Shriver . Director of Enterprise Systems Cortiva Institute . 230 Park Avenue . 27th floor . New York . NY . 10169 c 646.421.9332 f 786.345.0733 e dshriver(a)cortiva.com http://www.cortiva.com <http://www.cortiva.com/>

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Automatic Ticket
by daniele.otrs 15 Jan '07

15 Jan '07

Hi, can I schedulare the automatic opening of a ticket? As operating generic a ticket can be modified or be moved. There is also the possibility to open ticket in automatic mode? Daniele

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dtl how it works??
by odracir_seravat＠simplesnet.pt 15 Jan '07

15 Jan '07

Hi! I'm trying to understand how de block of dtl works and how dtl work! I'm making some changes in the agent interface,i'm working on AgentTicketQueue.dtl and at some lines it appear something like .I'm wondering if what comes below this is the  or this is a call to a block already defined. So if is like a function where is the body of the function?? Compliments Ricardo Tavares (Computer Engenieer) Simplesnet GTI, a net até 6 vezes mais rápida, ao mesmo preço de sempre! http://www.simplesnet.pt/

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why by obtaining the lock, I automatically become the owner?
by Robert Bui 15 Jan '07

15 Jan '07

Hello All, Another confusing situation which caused headaches. Why by obtaining the lock, I automatically become the owner? Shouldn't anyone, or at least the responsible person for the ticket, able to obtain the lock on a ticket?

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Display Agent Name
by Robert Bui 15 Jan '07

15 Jan '07

Hello all, Why in some area the name displayed as FirstName Surname, while other place display as Surname FirstName? Very confusing.... How has OTRS handled internationalise the order of displayed name?

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RE: [otrs] Insert Logo
by David Hatcher 13 Jan '07

13 Jan '07

Section 9.4.1. (Customizing the web interface) of the documentation got me close. Look at the file /opt/otrs/Kernel/Output/HTML/Standard/CustomerFooter.dtl. I simply typed my company's name in the <body> rather than inserting a logo, but give it a try. -Dave ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of daniele.otrs(a)libero.it Sent: Friday, January 05, 2007 1:00 AM To: User questions and discussions about OTRS.org Subject: [otrs] Insert Logo Hi, How I insert the logo and company name in my customer.pl? Which are the files to modify ? Thanks!

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