October 2007 - otrs - OTRS mailing lists

Upgrade OTRS v. 2.0.4 to v. 2.2.3
by Ivan De Masi 06 Nov '07

06 Nov '07

Hello, we have a bit older installation of OTRS (v. 2.0.4 from the sources) and want to upgrade to v. 2.2.3. Can this be realized in one step or do I have to install some versions beetween (e.g. 2.1. an than 2.2. etc.) Has anyone expierence in such a major upgrade, especially with possible problems with the database (mysql) etc. I have found this post in this month with very helpful hints: http://lists.otrs.org/pipermail/otrs/2007-October/020536.html Is there somebody having also any other experience - any feedback is welcome! Thanks! Best wishes, Ivan

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Frederic Fraudeau/FR/Schneider est absent(e).
by frederic.fraudeau＠fr.schneider-electric.com 02 Nov '07

02 Nov '07

Je serai absent(e) à partir du 31/10/2007 de retour le 05/11/2007. Bonjour, Je suis actuellement absent et serai de retour le 05/11/07 à mon bureau. Pour toute question technique, merci d'ouvrir un ticket OTRS à l'adresse "http://support.ilevo.com/customer" ou de de contacter le Support Technique Ilevo : +33 4 76 60 50 00 Pour toutes autres questions, merci de contacter Alice Avila au : +33 4 76 60 54 05 Hello I'm currently out of office and I will be back on 11/05/07. For all technical question, please open an OTRS ticket using the following address "http://support.ilevo.com/customer" or contact the Ilevo Technical Support : +33 4 76 60 50 00 For all other questions, please contact Alice Avila: +33 4 76 60 54 05

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RE: what is the best linux distro in my situation?
by Agim Cami 01 Nov '07

01 Nov '07

Otrs runs fine under CentOS. Actually I use otrs under CentOS 4.4. So, no need to Install obligatory Suse or Fedora. -- Agim Cami

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is there a way to automate the creation of a ticket?
by Craig Meirick 31 Oct '07

31 Oct '07

our help desk recieves calls about many different problems all the time, but a lot of calls are routine things as well. Password resets, file relocation, various requests, etc. are routine jobs that we would like to automate as much as possible to be more efficient. Does anybody have any suggestions to take care of these routine tasks in a more automatic way using OTRS? >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support -- meirickc(a)nicc.edu

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New to OTRS
by Craig Meirick 31 Oct '07

31 Oct '07

Hi, I am a Helpdesk/PC Support tech at a small community college and am testing OTRS to see if it would work for a better solution to our helpdesk. I have installed it on our web server and have it running. I have been testing it to see what user/group/queue configuration would work best for us. We have a staff of 9 in our Information Services department that will be using this, of which 4 of us will be using the most often from the helpdesk. We operate with one person on helpdesk at a time and switch people every three hours for 12 hours of the day. The person on the helpdesk at the time is responsible for every ticket they create to see that they are closed. My question- Is there anybody out there with a similar setup that has been able to use OTRS effectively that could send me advice or any helpful tips that have been proven helpful according to user/group/queues?

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How can I setup to receive tickets via email
by Srinivasa Chaganti 31 Oct '07

31 Oct '07

Hi I want my users to be able to setup tickets by email. I have setup the default email address in the Email Address section of System in the Admin portal. Do I have to setup anything on the Postmaster POP3 account in the Misc section of the admin portal? The default email address is a distribution list on my exchange server, I want to set it up so that when an email is mailed to the distribution list ( the list has its own SMTP address like p.It(a)dhr-rgv.com<mailto:p.It@dhr-rgv.com>) it sends the ticket notification to all agents. I am also interested in setting up the system so a user can go to the customer portal and a log a ticket without logging in. Please help me with some details or redirect me to where I can find some clear instructions on setting it up this way. Thanks in advance ________________________________ "This e-mail and the files transmitted with it are the property of Doctors Hospital at Renaissance and/or its affiliates, are confidential, and are intended solely for the individual or entity to whom this e-mail is addressed. If this e-mail was sent to you by error, please delete the message immediately from your computer. Any other use, retention, dissemination, forwarding, printing, or copying of this e-mail is strictly prohibited. All inbound and outbound e-mail messages and attachments are being scanned for viruses, spam, and content by an appliance. Any questions or concerns please call the IS E-mail Administrator or IS Network Administrator at 956-661-7799."

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Let OTRS mail external notify
by henry＠gamerzday.nl 30 Oct '07

30 Oct '07

Hi, Is it posible to let OTRS mail a customer when a external note is made? -- Henry,

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Default user
by henry＠gamerzday.nl 30 Oct '07

30 Oct '07

Hi, Where can i change the default user when i move a ticket to another group? I have asked this before but until now no answers. This mus be posible because i have seen it work but never got the change to see where it is changed. Love to read your possible solutions. -- Henry Verbeek

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Bulk Action
by Randy Rodriguez 29 Oct '07

29 Oct '07

I had changed the ticket view to display 75+ tickets at a time to allow the bulk action of sorting spam. But when I select tickets for bulk action it only takes action on the first 25 tickets selected. Any help would be appreciated. * I will be adding some spam flags from the mail server to help OTRS filter by email header but I still would like to take bulk action on more tickets if needed. Randy __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com

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Use more than one LDAP customer backend with OTRS
by Bart Verstricht 29 Oct '07

29 Oct '07

Hello, I know it is possible to use more than one customer backend to authenticate users, but from what I understand by reading the docs you can only use different methods (for example LDAP end DB). What I want to do is use more than one LDAP auth method. Why? Our helpdesk will deliver support to mainly 3 companies with their own LDAP tree (active directory) that are located on our network. My question: Is it possible to use 2 or more LDAP authentication configurations for customer users? Bart Verstricht Interdiocesaan Centrum ICT / Netwerk Tel.: 025099770 b.verstricht(a)interdio.be <mailto:b.verstricht@interdio.be>

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