January 2007 - otrs - OTRS mailing lists

Survey Module
by Maurice James Ny 13 Jan '07

13 Jan '07

Does anyone know how to use the survey module? I have it installed, but how do I send it to customers to participate?

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OTRS 2.1.4 on SUSE and can't access the FAQ, the calendar, the webmail...
by De Los Santos, Oriol 13 Jan '07

13 Jan '07

I have installed OTRS 2.1.4 on a SUSE system but when I access OTRS everything seems to work fine but I don't get the icons to access the FAQ or the webmail or the calendar. Unlike what the manual mentions I don't have the FAQ group created,, and although I create and provide RW permissions to the users I still don't get the icons to access these functions. I'm desperate ... Can someone help me? Thanks Oriol

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RE: [otrs] Re: OTRS on Windows
by Mamakwa M. Sefiri 12 Jan '07

12 Jan '07

Hi there I had the OTRS system installed using Linux and I did not back it up. Last week I reinstalled the system on Windows XP. I need to activate customer form the active Directory, get the mails to send and receive, can some one please advice. My question is where do I need to do to can be able to put in the command lines? Do I go to the command prompt or what? Sorry to be a pain I am not good in this I am still learning. Thanks Mamakwa -----Original Message----- From: Shawn [mailto:shawn.beasley@freenet.de] Sent: 11 January 2007 01:13 PM To: otrs(a)otrs.org Subject: [otrs] Re: OTRS on Windows Hi, Mamakwa M. Sefiri <msefiri <at> nrf.ac.za> writes: > > > > > > Hi there > > > > I had the OTRS system installed using Linix and I did not > back it up. Last week I reinstalled the system on Windows. > > > > I need to activate customer form the active Directory, get > the mails to send and receive, can some one please advise. > That question is too vague, can you be a little more spefic? Do you need support to set this up? Or, do you have a specific problem? Thanks, Shawn _______________________________________________ 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] Deleting a ticket
by Bas Rijniersce 11 Jan '07

11 Jan '07

Hello, Excellent, I did what other people suggested. Create a /dev/null queue :-) Work fine Thank you very much, Bas -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Tobias Lütticke Sent: January 11, 2007 2:00 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Deleting a ticket Hi, the official answer would be "no" (as nothing should be deleted, just de-activated), but there is a way which is not even a hack. - Visit the Admin-Area - Goto "GenericAgent" - Create a new generic agent (enter a name and confirm) - In the options form enter criteria that identify the ticket to delete. Be careful to select very specific values in order not to delete too many tickets (e.g. use the ticket ID). - On the bottom o the form you find the option "delete tickets". Change the switch to "yes". - Press "save" - OTRS shows you a preview of all tickets affected by your operation. It asks whether you are sure to perform the action. Confirm by "execute now" (maybe phrased differently, my installation is in German). DONE. OTRS shows you the job list where the generic agent you just created is listed. You may delete it if this was a one-time operation or keep it. As far as deletion is concerned it's probably better to delete it, just to be sure that no tickets are killed accidentally. Generic agents are somehow similar to cron tasks. You may not want to have a ticket deletion job active in the background (even if nothing should go wrong is the ticket selection criteria are specific enough). HTH, Tobias Bas Rijniersce schrieb: > Hello, > > Is there a way to delete ticket just after it's created. Sometimes I > get mails in the OTRS email address that really should not have gone there. > I can obviously close the ticket, but then they will still show in > overviews etc. > > Bas > > > ---------------------------------------------------------------------- > -- > > _______________________________________________ > 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/ -- Tobias Lütticke Systems Architecture inovex GmbH Pforzheim (Head Office) Karlsruher Strasse 71 D-75179 Pforzheim Tel.: +49 (0)72 31 / 31 91 - 84 Fax: +49 (0)72 31 / 31 91 - 91 mailto:t.luetticke@inovex.de http://www.inovex.de _______________________________________________ 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] Cron jobs in windows
by Keith Turner 11 Jan '07

11 Jan '07

Thanks Tobias, This seems to be working. Keith Hi Keith, looking at <install-root>\OTRS_Restart.bat you find the command: perl.exe <install-root>otrs\bin\Cron4Win32.pl This re-reads "var\cron\postmaster_pop3.dist" and updates "CRONw\crontab.txt". There you will find the updated value. Restart of OTRS should not be necessary as the crontab.txt may be updated while the cron service is running and it picks up any changes. At least CRONw\README.txt says: <quote> The service will parse the crontab again if it the file modification time changed since last parsing so feel free to alter the crontab while the service is running. </quote> What I don't know is, how often the cron service checks the crontab.txt for modifications. You may force by restarting cron only (without OTRS as a whole) using the commands "net stop cron" and "net start cron". So what you will have to do is: * Update var\cron\postmaster_pop3.dist * Call perl otrs\bin\Cron4Win32.pl * (optional) "net [stop|start] cron" That should do it. HTH, Tobias

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reopen closed ticket as agent
by EDV Tekomedia 11 Jan '07

11 Jan '07

Hello and sorry for a perhaps stupid question, but how can I reopen an already closed ticket as an agent? Any hint would be appreciated. -- EDV Tekomedia Markus Nagel Tekomedia GmbH Castroper Str.12 D-44791 Bochum T: +49 (0)234 8939-0 F: +49 (0)234 8939-28 ____________ Virus checked by G DATA AntiVirusKit

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Deleting a ticket
by Bas Rijniersce 11 Jan '07

11 Jan '07

Hello, Is there a way to delete ticket just after it's created. Sometimes I get mails in the OTRS email address that really should not have gone there. I can obviously close the ticket, but then they will still show in overviews etc. Bas

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OTRS on Windows
by Mamakwa M. Sefiri 11 Jan '07

11 Jan '07

Hi there I had the OTRS system installed using Linix and I did not back it up. Last week I reinstalled the system on Windows. I need to activate customer form the active Directory, get the mails to send and receive, can some one please advise. Thanks Mamakwa

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Cron jobs in windows
by Keith Turner 11 Jan '07

11 Jan '07

I want to download pop3 mail every 5 minutes instead of 10. Looking at the manual, the chron job instructions at http://doc.otrs.org/2.1/en/html/x1215.html#email-receiving-pop3 http://doc.otrs.org/2.1/en/html/x325.html#cronjobs seem to be linux specific, we're using WindowsServer2003. Is it as simple as editing var\cron\postmaster_pop3.dist to read */5 * * * * $HOME/bin/PostMasterPOP3.pl >> /dev/null instead of */10 * * * * $HOME/bin/PostMasterPOP3.pl >> /dev/null ? Is a restart of OTRS needed to initialize it? Or do I need to set up a recurring job on the windows system itself? Keith

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RE: [otrs] Reporting Work Units
by Beugen, Peter van 11 Jan '07

11 Jan '07

Do you use MySQL? Runs perfectly on my OTRS MySQL 5 database.... But you can change the where clause to your needs and database... Regards, Peter van Beugen -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Jozsef Valkai Verzonden: woensdag 10 januari 2007 13:55 Aan: User questions and discussions about OTRS.org Onderwerp: Re: [otrs] Reporting Work Units > SELECT > t.create_by, > u.first_name, > u.last_name, > Sum(t.time_unit) > FROM > time_accounting AS t > Left Join system_user AS u ON t.create_by = u.id > WHERE > year(t.create_time) = '2006' > GROUP BY > t.create_by Error: ERROR: function year(timestamp without time zone) does not exist -- Valkai Jozsef +36 70 36 28 147 valkaij(a)externet.hu jvalkai(a)gmail.com lat:N 47° lon:E 19° _______________________________________________ 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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