October 2007 - otrs - OTRS mailing lists

can i keep a copy in my server
by Mujtaba Karim 25 Oct '07

25 Oct '07

HI I know OTRS to retrieve all emails in its system but is there a way That I can keep a copy in my mail server at the same time?/' Do let me know 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

3 2

Installed, but can't create a user (RESEND)
by Tuc at T-B-O-H.NET 25 Oct '07

25 Oct '07

Hi, I previously put a ticket in, but it seems to have stalled... (http://bugs.otrs.org/show_bug.cgi?id=2411) 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 The ticket has more info and some debug output... Thanks, Tuc

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Changing Subject
by Kamal 25 Oct '07

25 Oct '07

Greetings, I am using OTRS 2.1.6. When I am using Empty Response when replying to a TT, the default subject is the following: Re: [Ticket#2007102410000039] <subject written> If I delete the "Re: [Ticket#2007102410000039]" from the subject & send the email, the email is sent with the "Re: [Ticket#2007102410000039]" appended automatically. How can I force OTRS not to change the subject that I send? I need to do the above since some recipients don't accept message except with specific subjects. Regards

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Port Binding
by Simon Bierbaum 25 Oct '07

25 Oct '07

Hello all, I have OTRS 2.2.1 installed on a shared webhost. The provider now claims that bin/cgi-bin/index.pl binds to a port and goes on about how I'm not supposed to run any "server software like IRC, game servers or daemons". Does anyone know why OTRS would bind to any port, and how I can disable it? My understanding is that OTRS would not need to bind to any port to listen for connections... Thanks, Simon

3 3

Localization again
by Andrej Šimko 25 Oct '07

25 Oct '07

Hello everybody Auto Response Management doesn't reflect language alteration. (E.g. when current language is changed in Preferences, Auto Response messages remain the same). In case of multinational communication that fact is not too reasonable matter. Does exist possibility of the Auto Response Management localization? And my second question is if there is a possibility for Customer interface to add "-" to listbox for status types, and how can I do it. Thank you very much. Andy

1 0

iis & otrs?
by henning.diederich＠arcor.de 25 Oct '07

25 Oct '07

Hi Gábor, do you have checked the permissions of iusr_<machinename> ? I had long time Troube with this error and the same symptoms like you. Wich version of IIS you are using? Henning Viel oder wenig? Schnell oder langsam? Unbegrenzt surfen + telefonieren ohne Zeit- und Volumenbegrenzung? DAS TOP ANGEBOT FÜR ALLE NEUEINSTEIGER Jetzt bei Arcor: günstig und schnell mit DSL - das All-Inclusive-Paket für clevere Doppel-Sparer, nur 34,95 inkl. DSL- und ISDN-Grundgebühr! http://www.arcor.de/rd/emf-dsl-2

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one more thing
by Mujtaba Karim 25 Oct '07

25 Oct '07

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

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agent notification options (2.1.6)
by charles klement 24 Oct '07

24 Oct '07

Hello, My agents would like to be notified via email in the following situations... 1. when a ticket is taken out of the queue and locked by an other agent 2. when the ticket they own is "stolen" by another agent. I've looked through the SysConfig options and the documentation, and I'm not seeing anything that looks promising. Has anyone gotten this to work somehow? will moving to a more recent version solve this for me? I'm considering looking at the code and modifying it, but I want to see if anyone has done this first. Thanks, charles This message (including any attachments) contains confidential and/or proprietary information intended only for the addressee. Any unauthorized disclosure, copying, distribution or reliance on the contents of this information is strictly prohibited and may constitute a violation of law. If you are not the intended recipient, please notify the sender immediately by responding to this e-mail, and delete the message from your system. If you have any questions about this e-mail please notify the sender immediately.

1 0

Changing from owner to group.
by Henry Verbeek 24 Oct '07

24 Oct '07

Hi, I have got an working OTRS which i now have to manage and i have the following problem. If a user moves a ticket to a group the default "-" is replaced by the first user in row this is the user which name starts whit a "A". I need one thing. Where do i change the order so when a move is done the user stays a "-". -- Yours, Henry.

1 0

Inconsistent ticket numbering
by Marius Flage 24 Oct '07

24 Oct '07

Hi there. I've set the Ticket::NumberGenerator to "Autoincrement" and also the Ticket::NumberGenerator::MinCounterSize to 1, to start counting from 1 and upwards. But now I have a small problem. Since OTRS uses the id returned from mysql when inserting rows to determine the "internal" ID, this is a little off from my actually ticket numbers. For instance ticket number 61 is really number 62 (Action=AgentTicketZoom&TicketID=62) as far as mysql and OTRS are concerned. Is there a way to hack it so that these two numbers will be identical? And will my fix still work for future tickets or are there situations where this is bound to happen anyway? Marius

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