January 2007 - otrs - OTRS mailing lists

Re: otrs Digest, Vol 42, Issue 13
by Mike Morris 05 Jan '07

05 Jan '07

> Yes, with OTRS this can be done (easy) ! > > In OTRS you need to define different system e-mail addresses and > different queues per domain. In the definition of the queue, you assign > the "system"(reply) address. I'm new enough to OTRS that this is my first time being bold enough to offer advice... so take it with a grain of salt :-) But, FYI, I think this implies that you're OK with having different queues for the different sender's domains. Incoming emails are sorted (with lots of flexibility/smarts) into queues. Sender domain could be one of the criteria for queue assignment. Replies, status emails, etc. from those queues can have any address you want - but only one outgoing email address per queue. So you'd have to sort different incoming domains to different queues to have their replies have different addresses. This may be fine (probably is, in fact) but I wanted to mention it. Mike Morris The Music Place 1617 Willowhurst Avenue San Jose, CA 95125 (408) 445-ARTS (2787) ------------------------------------ Your Free Quote: We are not afraid to entrust the American people with unpleasant facts, foreign ideas, alien philosophies, and competitive values. For a nation that is afraid to let its people judge the truth and falsehood in an open market is a nation that is afraid of its people. - John F. Kennedy ------------------------------------

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RE: [otrs] Update: New Customers Not Receiving New Ticket Auto-Response
by Mike Hayward 05 Jan '07

05 Jan '07

Almost sounds like you haven't set the auto response <-> queue for your queue to send out the notifications. Best regards Mike Hayward Managing Director Comclusive Limited e: mike.hayward(a)comclusive.co.uk <mailto:mike.hayward@comclusive.co.ukw> w: www.comclusive.co.uk <http://www.comclusive.co.uk/> t: 0845 003 7571 m: 07793 505155 (Direct) ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of icecoldeuro(a)gmail.com Sent: 05 January 2007 00:15 To: otrs(a)otrs.org Subject: [otrs] Update: New Customers Not Receiving New Ticket Auto-Response I forgot to mention: When I closed out some of the test tickets I DID get a State Change notification to the "customer" address from which I sent the original email. So I get New Ticket notifications to the agent, State Change Notifications to the customers, but I don't get the New Ticket notification to the customer which should contain the user id and temporary password. Thanks!

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Upgrading to ver 2.1
by Ed Morrison 05 Jan '07

05 Jan '07

Hi Everyone: I'm running OTRS ver 1.2.4-1.2.el4.rf. This was installed via yum to a CentOS 4.4 box using Dag's Repository. I've noticed OTRS hasn't had any updates to it since 4.16.2006. Is anyone running 2.1 on CentOS and has anyone had any experience with upgrading to the newer version over a yum install (i.e. rpm -Uvh otrs-2.1.4-01.i386.rpm) on CentOS? Any suggestions? I would prefer to keep yum involved and in particular not have to install from source if possible. Thanks! Ed

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question about multiple domains
by Chad Kimball 05 Jan '07

05 Jan '07

I'm looking for a helpdesk solution that allows me to assign different reply addresses/domains depending on where the customer emailed from. For instance, customer 1 emailing support(a)niche1.com would automatically receive support emails coming from the niche1.com domain. Then customer 2 emailing support(a)niche2.com would receive support email from niche2.com domain. does this software have this function? _________________________________________________________________ The MSN Entertainment Guide to Golden Globes is here. Get all the scoop. http://tv.msn.com/tv/globes2007/?icid=nctagline2

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Time of the ticket
by daniele.otrs 05 Jan '07

05 Jan '07

Hi, Why the passed time of the ticket not firm also when these come sluices? Thanks

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Insert Logo
by daniele.otrs＠libero.it 05 Jan '07

05 Jan '07

Hi, How I insert the logo and company name in my customer.pl? Which are the files to modify ? Thanks!

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Update: New Customers Not Receiving New Ticket Auto-Response
by icecoldeuro＠gmail.com 05 Jan '07

05 Jan '07

I forgot to mention: When I closed out some of the test tickets I DID get a State Change notification to the "customer" address from which I sent the original email. So I get New Ticket notifications to the agent, State Change Notifications to the customers, but I don't get the New Ticket notification to the customer which should contain the user id and temporary password. Thanks!

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New Customers Not Receiving New Ticket Auto-Response
by icecoldeuro＠gmail.com 04 Jan '07

04 Jan '07

Good evening! I recently installed OTRS 1.3 (since I didn't want to deal with installing the various prerequisites for v2 on my Ubuntu system). Overall, it looks like a great tool. I got as far as receiving, as an agent/admin, new ticket notifications but if I pretend to be a "customer" submitting a ticket via email from some email address I don't receive any sort of auto-response telling me that it was received and somebody will get to it soon. As far as the web interface goes I've pretty much tried everything I can, so I think it has to do with the Config.pm file. I've copied everything from the default file that deals with customers but to no avail. There is also no indication in the System log that an email is being generated to the customer...only to the agent, which I do receive. Does anyone have any pointers for me? Thanks!

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RE: [otrs] OTRS on CentOS 4.4 incredibly slow
by Jason Loven 04 Jan '07

04 Jan '07

Actually I built a VM-based CentOS box and did the RPM install of OTRS. It's the only thing running on this particular VM. I got mod_perl without any real work on my part. Wish I had more useful info to give you. ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Mike Hayward Sent: Thursday, January 04, 2007 2:55 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] OTRS on CentOS 4.4 incredibly slow That sounds much more acceptable. How did you achieve the mod_perl? mike ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jason Loven Sent: 04 January 2007 19:31 To: User questions and discussions about OTRS.org Subject: RE: [otrs] OTRS on CentOS 4.4 incredibly slow Just FYI... I had/have similar problems. Getting mod_perl going helped but there is still a noticeable pause when moving from page to page. Typically 5-8 seconds on average. This appears to be mostly related to the code that handles loading the page formatting as I remember it. I had done some perl profiling a while back on our older server to try to determine where the bottleneck was. I have some other PHP and Perl based apps running on the same platform that snap almost instantly from page to page. ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Mike Hayward Sent: Thursday, January 04, 2007 1:59 PM To: User questions and discussions about OTRS.org Subject: [otrs] OTRS on CentOS 4.4 incredibly slow My OTRS system is taking upwards of 20 seconds per action to load pages, log in, process actions etc. This is very frustrating. Could it be the OS that is causing this? I have a standard CentOS 4.4 server load that I have run yum update on, set up mysql and apache, installed OTRS rpm, and basically that's it. I saw a post from someone referring to a CGI update, which I did, then it killed the system and apache would not restart, so I have wiped the system and started from scratch. Mike

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RE: [otrs] OTRS on CentOS 4.4 incredibly slow
by Mike Hayward 04 Jan '07

04 Jan '07

That sounds much more acceptable. How did you achieve the mod_perl? mike ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jason Loven Sent: 04 January 2007 19:31 To: User questions and discussions about OTRS.org Subject: RE: [otrs] OTRS on CentOS 4.4 incredibly slow Just FYI... I had/have similar problems. Getting mod_perl going helped but there is still a noticeable pause when moving from page to page. Typically 5-8 seconds on average. This appears to be mostly related to the code that handles loading the page formatting as I remember it. I had done some perl profiling a while back on our older server to try to determine where the bottleneck was. I have some other PHP and Perl based apps running on the same platform that snap almost instantly from page to page. ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Mike Hayward Sent: Thursday, January 04, 2007 1:59 PM To: User questions and discussions about OTRS.org Subject: [otrs] OTRS on CentOS 4.4 incredibly slow My OTRS system is taking upwards of 20 seconds per action to load pages, log in, process actions etc. This is very frustrating. Could it be the OS that is causing this? I have a standard CentOS 4.4 server load that I have run yum update on, set up mysql and apache, installed OTRS rpm, and basically that's it. I saw a post from someone referring to a CGI update, which I did, then it killed the system and apache would not restart, so I have wiped the system and started from scratch. Mike

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