January 2007 - otrs - OTRS mailing lists

Fix wrong tickets merge
by Oleg O. Orlov 31 Jan '07

31 Jan '07

It is possible to fix wrong merge? I'm SQL'ing the database, but say me about right method. I know this system main concept is non rolback moves. But Admin must be able do this to return logic in stable state.

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Certificate of quality
by Oleg O. Orlov 31 Jan '07

31 Jan '07

Is there any public available certificate for OTRS ??? For example (and most preferred) ISO 9001 Quality certificate. I read about upcoming ITIL ready certificate, but what about now ?

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Re: Re: Server config for our setup - recommendations?
by Jan Miczaika 31 Jan '07

31 Jan '07

Hello Jozsef, thank you for the pointer. Best regards Jan -- Geschäftsführer / Managing Director Hitflip Media Trading GmbH www.hitflip.de - coming soon: www.hitflip.co.uk Tel. +49-(0)221-272407-27 Fax. 0221-272407-22 HRB 59046, Amtsgericht Köln

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FW: [otrs] cron jos in windows
by Mamakwa M. Sefiri 31 Jan '07

31 Jan '07

Can some please give me a clue as to how to solve the problem below. _____ From: Mamakwa M. Sefiri Sent: 30 January 2007 12:38 PM To: User questions and discussions about OTRS.org Subject: [otrs] cron jos in windows Can someone please help me I need help with cron jobs, I have set up the postmaster pop3 account, have checked cron services and they are running. Please advise I have activated custemergroupsupport and still can not see list of users Thanks Mamkwa _______________________________________________ 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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Server config for our setup - recommendations?
by Jan Miczaika 31 Jan '07

31 Jan '07

Hello, we currently receive about 400 tickets per day, with a total of maybe 100.000 tickets in the system. OTRS is slowing down our server, so we would like to put it on a dedicated machine (this machine would be running both Apache & mySQL). My spec: 1 x Intel 5130 Xeon Dual Core 2048 MB RAM 2 x 160 GB HDD (RAID 1) Will this machine be able to comfortably handle three operators working on the daily tickets? Alternatively I would perhaps choose a Intel Core 2 Duo E6600 2,40 GHz, if CPU is not very important. Thanks Jan -- Geschäftsführer / Managing Director Hitflip Media Trading GmbH www.hitflip.de - coming soon: www.hitflip.co.uk Tel. +49-(0)221-272407-27 Fax. 0221-272407-22 HRB 59046, Amtsgericht Köln

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how to configure mail server
by Amit Jain 31 Jan '07

31 Jan '07

Dear all, I have installed OTRS on linux. Whenever the customer opens a ticket from Customer web interface I want that ticket also to be mailed to my ID. Is it possible and if yes then how? Also when the agent replies the ticket it should be mailed to customer's mail id. Can I also configure my outlook for it ? Thanks in advance. Regards, Amit Jain Regards, Amit Jain

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Autoset responsible
by Davide Bortolini 31 Jan '07

31 Jan '07

Hi all, i'm using otrs for manage requests from users. I need to set automatically a responsible id for each ticket comes from email. If i set ResponsibleAutoSet it sets responsible to uid 1. It is a way to set what responsible id I want?? Thanx Davide Bortolini

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customer organisation
by Minor, Thomas 30 Jan '07

30 Jan '07

Hello, I have a little question about the customer organisation within the OTRS. As far as I see it, there is no hierarchy visible when it comes to the customer. What I would like to have is a Customer, which can be customized with some neccessary Informations and then some customer contacts assigned to this customer. At the moment I map this by assigning the same CustomerID to all the contacts. But this is just a poor replacement. So, has anyone implemented such a feature yet or is something like this planned? Or would anyone be interested in this feature, too. Take care, -- ---------------------------------------------------------- Thomas Minor Development Niggemann Innovations GmbH Hauptsitz: Heinrich-Hertz-Str. 4, 59423 Unna Geschäftsführer: Olaf Niggemann Amtsgericht Hamm, HRB 3966 Fon : +49 (2303) 96 601 - 451 Fax : +49 (2303) 96 601 - 99 451 http://www.niggemann-innovations.de Ein Unternehmen der Niggemann Group -- ----------------------------------------------------------

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Forwarding Email Generated Tickets to Technical staff.
by Janet Post 30 Jan '07

30 Jan '07

Hello everyone, I have just implemented otrs at my organization, but it is not working out quite the way I need it to and I am hoping someone here can help. We receive tickets from an external call center by email, usually in HTML format with screen shots to help clarify problems to our technical staff. OTRS needs to take this email, generate a ticket number to tack onto the subject, and than forward the email unchanged to our technicians via email. So far, the best I can do to forward the email is to send notifications that there is a new ticket and set the <OTRS_CUSTOMER_EMAIL[2000]> to a very high number of lines, (like 2000). This does not forward the html email, but rather changes it to text which badly mangles charts and tables and does not include any graphics. Is there a way to fix this problem? Janet Post

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MS SQL error importing schema file
by Robin Mordasiewicz 30 Jan '07

30 Jan '07

I am running Microsft Ms SQL 2000 and I am getting an error while trying to import the schema file. erver: Msg 156, Level 15, State 1, Line 47 Incorrect syntax near the keyword 'system_user'. Server: Msg 170, Level 15, State 1, Line 469 Line 469: Incorrect syntax near 'MAX'. Server: Msg 170, Level 15, State 1, Line 493 Line 493: Incorrect syntax near 'MAX'. Server: Msg 170, Level 15, State 1, Line 510 Line 510: Incorrect syntax near 'MAX'. Server: Msg 170, Level 15, State 1, Line 524 Line 524: Incorrect syntax near 'MAX'. Server: Msg 170, Level 15, State 1, Line 552 Line 552: Incorrect syntax near 'MAX'. Server: Msg 170, Level 15, State 1, Line 657 Line 657: Incorrect syntax near 'MAX'. Server: Msg 170, Level 15, State 1, Line 781 Line 781: Incorrect syntax near 'MAX'. Server: Msg 170, Level 15, State 1, Line 807 Line 807: Incorrect syntax near 'MAX'. Server: Msg 170, Level 15, State 1, Line 824 Line 824: Incorrect syntax near 'MAX'. --

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