October 2007 - otrs - OTRS mailing lists

error creating ticket from POP3 account
by Peter Hoogkamer 28 Oct '07

28 Oct '07

Hello everybody, Since a few days I am not able to create a ticket from email picked up by the POP3 account. When I execute POP3Master.pl it says that it cannot handle a ticket priority of NULL and cannot create the entry in the database. I think the solution will be to set a default priority of 3 for tickets that are created from mail. But I cannot seem to find where to configure this. I am using OTRS::ITSM 2.2.2 on Apache and Server 2003. Thanks, Peter

5 14

Kernel::Modules::AdminUser::_Edit issues
by Tuc at T-B-O-H.NET 28 Oct '07

28 Oct '07

Hi, On a fairly fresh install, I can't add a user. Instead of bringing me to what I think should be the user input screen here : http://otrs.org/images/screen-2.0/user.png It gives me : Message: Need UserID! Traceback (1944): Module: Kernel::Output::HTML::PreferencesCustomQueue::Param (v1.7) Line: 49 Module: Kernel::Modules::AdminUser::_Edit (v1.42 ) Line: 383 Module: Kernel::Modules::AdminUser::Run (v1.42 ) Line: 214 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: /opt/otrs/bin//otrs/index.pl (v1.81) Line: 47 What can I do to debug this more or get help. The customer has had this installed for a few weeks and can't do anything since they can't create users. Thanks, Tuc

1 0

Back end not rendering page
by Tuc at T-B-O-H.NET 27 Oct '07

27 Oct '07

Hi, On a fairly fresh install, I can't add a user. Instead of bringing me to what I think should be the user input screen here : http://otrs.org/images/screen-2.0/user.png It gives me : Message: Need UserID! Traceback (1944): Module: Kernel::Output::HTML::PreferencesCustomQueue::Param (v1.7) Line: 49 Module: Kernel::Modules::AdminUser::_Edit (v1.42 ) Line: 383 Module: Kernel::Modules::AdminUser::Run (v1.42 ) Line: 214 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: /opt/otrs/bin//otrs/index.pl (v1.81) Line: 47 What can I do to debug this more or get help. The customer has had this installed for a few weeks and can't do anything since they can't create users. Thanks, Tuc

1 0

(no subject)
by Mark Nernberg 26 Oct '07

26 Oct '07

This is a repost, as there has been no positive response. This is now the THIRD TIME I am posting! I don't mean to be rude or confrontational, but the lack of response is disheartening. It is quickly damaging the perceived quality of OTRS. I have a new deployment of OTRS 2.2.3, with the OTRS Webmail client (v. 0.11.2). The Webmail client is disfunctional. The INBOX and other mailboxes work correctly. I can send mail with no problem, also. But, when clicking on a message to display it, I get the OTRS screen, and a "View" menu (with back/reply/reply-all/plain/delete), and a small grey area marked "options", but the message never displays. If someone would like, I'll include a screenshot. There are no apparent errors showing in my Apache error log, nor in the system message log. The only error message is from the OTRS log: Wed Oct 10 10:19:19 2007 notice OTRS-CGI-10 Totally empty attachment part (1) In MS-Outlook, or any one of a number of webmail clients, there's no problem, so its not a structural issue with the email itself. Advice, anyone? -- Mark J. Nernberg

5 5

help with Fetch
by Mujtaba Karim 26 Oct '07

26 Oct '07

How do I keep a copy of email in my mail server and at the same time make oTRS fetch email in its database Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: <mailto:mkarim@pixsense.com> mkarim(a)pixsense.com <http://www.pixsense.com/> www.pixsense.com

3 2

what is the best linux distro in my situation?
by kerneljack 26 Oct '07

26 Oct '07

Hello, I'm trying to install the latest version of otrs and I have a choice of whichever distro I like. I am familiar with CentOS 5 and Debian Etch. However, looking at the OTRS website I see I can choose Suse as well, so I am trying to decide which one will be better in terms of support or maintenance? I have been told that for CentOS 5 I need to install the Fedora version, is this correct? Any help appreciated, Khusro

3 2

RE: [otrs] Remove lock option from tickets
by Sune T. Tougaard 26 Oct '07

26 Oct '07

How about using an "Unlock Timout" setting of 1 at the queue level? I think that may be more appropriate than disabling it. The same effect as the DB script, i suppose, but still... -- /Sune -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Mikhail Pauw Sent: 26. oktober 2007 09:27 To: User questions and discussions about OTRS.org Subject: RE: [otrs] Remove lock option from tickets Hi all, I've pretty much the same question as Mujtaba Karim. We work with a small support team that is well played into each other and need the possibility to handle the same tickets, so the locking mechanism is for us not the best option. We have looked trough all the settings, but weren't able to discover something that disables the locking completely. We solve it now by running a script on the database every minute that removes all the lock states. So we're wondering if it's possible to disable the lockstate all together? Thanks in advance, Mikhail -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gabriele D'Andrea Sent: woensdag 24 oktober 2007 12:43 To: User questions and discussions about OTRS.org Subject: Re: [otrs] Remove lock option from tickets Maybe you are making confusion. Locking a ticket means assigning it to a specified agent: in this way you are sure that only one agent can work on the ticket. This is different from ticket states: a ticket can be in state open, closed, new, etc., regardless if it's been locked or not. Finally, you're concerned about customers notifications, you can enable/disable different type of notifications on a per queue basis, in the queue configuration ----- Original Message ----- From: "Mujtaba Karim" <mkarim(a)pixsense.com> To: <otrs(a)otrs.org> Sent: Wednesday, October 24, 2007 12:30 PM Subject: [otrs] Remove lock option from tickets HI The thing here is I will not be able to notify customer if I move a ticket to any other state. My issue can be resolved if I eliminate ticket lock option from all my tickets Is there any possibility for that? Thanks Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: mkarim(a)pixsense.com www.pixsense.com -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Wednesday, October 24, 2007 3:12 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 51, Issue 45 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: error creating ticket from POP3 account (Torsten Thau) 2. Re: Can users (agents) work with OTRS by email? (Torsten Thau) 3. one more thing (Mujtaba Karim) 4. RE: otrs Digest, Vol 51, Issue 44 (Mujtaba Karim) 5. Re: one more thing (Richard Hinkamp - BeSite) 6. Re: RE: otrs Digest, Vol 51, Issue 44 (Richard Hinkamp - BeSite) ---------------------------------------------------------------------- Message: 1 Date: Wed, 24 Oct 2007 11:48:13 +0200 From: Torsten Thau <Torsten.Thau(a)cape-it.de> Subject: Re: [otrs] error creating ticket from POP3 account To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <471F14DD.1010802(a)cape-it.de> Content-Type: text/plain; charset=ISO-8859-1 -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Peter Hoogkamer schrieb: > Hello everybody, > > Since a few days I am not able to create a ticket from email picked up > by the POP3 account. When I execute POP3Master.pl it says that it > cannot handle a ticket priority of NULL and cannot create the entry in > the database. > > I think the solution will be to set a default priority of 3 for > tickets that are created from mail. But I cannot seem to find where to > configure this. You can do this in a postmaster filter, but the actual problem is: where did your "priority 3" go? Ist it still available in the admin-area under priorities? regards, Torsten Thau - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux) iD8DBQFHHxTcvXo8m5PgoXQRAh02AJ9GaIpaub1d1OOtAdRG9iaFvuh0gQCfcyj3 VASfChb5qjwVXCuvJnRLE0s= =1q8P -----END PGP SIGNATURE----- ------------------------------ Message: 2 Date: Wed, 24 Oct 2007 11:30:09 +0200 From: Torsten Thau <Torsten.Thau(a)cape-it.de> Subject: Re: [otrs] Can users (agents) work with OTRS by email? To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <471F10A1.5070604(a)cape-it.de> Content-Type: text/plain; charset=ISO-8859-1 -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Oleg Polovinkin schrieb: > Nils Breunese (Lemonbit) wrote: >> Oleg Polovinkin wrote: >> >>> Hmmm... Can't understand, why not look at user base, if email of >>> sender is agent >>> email?.. >> In our setup we have e-mail addresses that belong to both agents and >> 'customers'. Of course it is not impossible to have a system work like >> you are requesting, but currently OTRS does not support this workflow >> AFAIK. Indeed, I was missing this feature as well sometimes. But, besides the fact that the desired functionality [*] is not implemented yet, how does one decide in which role (agent or customer) someone replied when you have "agents can be customers" enabled and the e-mail addresses are identical? regards, Torsten Thau - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux) iD8DBQFHHxChvXo8m5PgoXQRAsvQAJ9eV8b3qz3AOtItJQYLP/nBFxNgZQCfdI5S i7TKlOjV/ZdbKW6yWurRJ9Q= =ZpZY -----END PGP SIGNATURE----- ------------------------------ Message: 3 Date: Wed, 24 Oct 2007 14:58:25 +0500 From: "Mujtaba Karim" <mkarim(a)pixsense.com> Subject: [otrs] one more thing To: <otrs(a)otrs.org> Message-ID: <006601c81624$808cbd40$81a637c0$@com> Content-Type: text/plain; charset="us-ascii" Hi I guess I am flooding in with questions please bear me Is there a way to completely disable the lock functionality? I want Tickets to be always unlocked... Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: <mailto:mkarim@pixsense.com> mkarim(a)pixsense.com <http://www.pixsense.com/> www.pixsense.com

1 0

Customer can post ticket with notification to agent without creating and/logging into the customer portal
by Srinivasa Chaganti 26 Oct '07

26 Oct '07

Can I setup OTRS so that a customer can place a ticket without creating a login or logging into the customer portal? Also if a ticket is created, can OTRS send an email notification to the agent? Please help with some details in setup. I am new to perl. Thank You ________________________________ "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." ________________________________ "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."

3 2

QueueView with the different queues and their status
by Marius Flage 25 Oct '07

25 Oct '07

Hi I want to add a box to QueueView where I quickly can see the different status of the different tickets in the system. Something like this: New Open Pending Raw 1 4 3 Postmaster 0 0 0 Raw::SubQ 2 10 5 ... and of course only showing the queues that are selected as "my queue" by the user. Clicking on either of the numbers will list the tickets in question. Has anyone set up something like this? Marius

1 0

Otrs email subject issue
by Mujtaba Karim 25 Oct '07

25 Oct '07

Hi I have an issue can there be a way to increase the email subject I receive in OTRS I have another otrs running which sends me a ticket and then my otrs sends a notification to which a reply is generated by another otrs as a followup however due to subject being small that follow-up is created as a new ticket My guess is if I increase the subject line of incoming email longer the issue will be resolved Do let help me Thanks Mujtaba Karim Customer Support Manager PixSense Inc. 172/P 3rd Floor Block-2 PECHS Tariq Road Karachi 75400 Pakistan C: 92.300.821.8601 | F: 92.21.432.2721-4 | E: <mailto:mkarim@pixsense.com> mkarim(a)pixsense.com <http://www.pixsense.com/> www.pixsense.com

2 1