October 2007 - otrs - OTRS mailing lists

An issue
by Mujtaba Karim 24 Oct '07

24 Oct '07

HI I have a small issue What I want is that when I close the ticket in OTRS! I have a screen where I can add anything i.e reason for closing the ticket. And ticket is closed Right now when I go and compose a message it just sends and email and closes the ticket I can use customer notification for in the same email or can I have the closed notification activated with a custom message ? 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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one more thing
by Mujtaba Karim 24 Oct '07

24 Oct '07

HI is there a way I can insert note and that is sent to the customer???? 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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search by a_freekey
by Alex Mihicinac 24 Oct '07

24 Oct '07

Hi all, is it possible, to perform search and use a_freekey (article freekey) as search criteria? TIA, Alex

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Importing data from another ticket system
by Baker, Greg 24 Oct '07

24 Oct '07

Hi all... I want to switch from our current ticket system to otrs, however I do not want to lose all our old data. I'm wondering if anyone has successfully imported data from another ticket system. Is there currently any mechanism to import, say, XML files into the database? If not, then I guess I would have to write up some kind of script to manually insert the data into the database myself. I'm just looking for comments on this. Is there anything I should be careful of? Thanks, Greg

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RE: otrs Digest, Vol 51, Issue 47
by Mujtaba Karim 24 Oct '07

24 Oct '07

Okay hi Here is the thing how do I set up notification for each state??? 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 3:58 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 51, Issue 47 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: Remove lock option from tickets (Gabriele D'Andrea) 2. RE: otrs Digest, Vol 51, Issue 46 (Mujtaba Karim) ---------------------------------------------------------------------- Message: 1 Date: Wed, 24 Oct 2007 12:42:50 +0200 From: "Gabriele D'Andrea" <gabriele.dandrea(a)ecohmedia.com> Subject: Re: [otrs] Remove lock option from tickets To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <00c101c8162a$a0290720$8e04a8c0@nettezza> Content-Type: text/plain; format=flowed; charset="iso-8859-1"; reply-type=original 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

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RE: otrs Digest, Vol 51, Issue 46
by Mujtaba Karim 24 Oct '07

24 Oct '07

HI I am unable to find the options you said All I can see are these in framework Frontend::Admin::ModuleRegistration 20 Framework Frontend::Agent 12 Framework Frontend::Agent::Auth::LDAP 2 Framework Frontend::Agent::ModuleNotify 4 Framework Frontend::Agent::ModuleRegistration 9 Framework Frontend::Agent::Preferences 10 Framework Frontend::Agent::Stats 8 Framework Frontend::Customer 14 Framework Frontend::Customer::Auth 22 Framework Frontend::Customer::ModuleNotify 2 Framework Frontend::Customer::ModuleRegistration 4 Framework Frontend::Customer::Preferences 9 Framework Frontend::Public::ModuleRegistration 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 3:31 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 51, Issue 46 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: one more thing (Gabriele D'Andrea) 2. Remove lock option from tickets (Mujtaba Karim) ---------------------------------------------------------------------- Message: 1 Date: Wed, 24 Oct 2007 12:21:31 +0200 From: "Gabriele D'Andrea" <gabriele.dandrea(a)ecohmedia.com> Subject: Re: [otrs] one more thing To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <008a01c81627$a5a4dd80$8e04a8c0@nettezza> Content-Type: text/plain; charset="iso-8859-1" Yea, I did it. In SysConfig, you must disable RequiredLock in these pages Frontend::Agent::Ticket::ViewBounce Frontend::Agent::Ticket::ViewClose Frontend::Agent::Ticket::ViewCompose Frontend::Agent::Ticket::ViewForward Frontend::Agent::Ticket::ViewMerge Frontend::Agent::Ticket::ViewPending Frontend::Agent::Ticket::ViewPhoneOutbound Frontend::Agent::Ticket::ViewPriority In general, check all ..View.. pages to see wether RequiredLock is enabled. Then, you can disable the links to locks: unchek Ticket::Frontend::MenuModule###100Lock: Ticket::Frontend::MenuModule###400-Owner: in Frontend::Agent::Ticket::MenuModule and Frontend::Agent::Ticket::MenuModulePre I've done these modification and worked fine without locks for a while in the past Additionally, you might also want to disable Frontend::Module###AgentTicketLock: Frontend::Module###AgentTicketOwner: in Frontend::Agent::ModuleRegistration but I don't know if this can cause some issues Bye Gabriele ----- Original Message ----- From: Mujtaba Karim To: otrs(a)otrs.org Sent: Wednesday, October 24, 2007 11:58 AM Subject: [otrs] one more thing 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: mkarim(a)pixsense.com www.pixsense.com ---------------------------------------------------------------------------- -- _______________________________________________ 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 or consulting for your OTRS system? => http://www.otrs.com/

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Re: [otrs] POP3 import of utf-8 emails
by Maciej Uhlig 24 Oct '07

24 Oct '07

André Bauer: > You should us OTRS version 2.2.3. There was a lot of improvements > for UTF8. > we're actually running OTRS 2.2.3 and have got very similar errors to the errors shown by the original poster. using UTF-8 it's impossible to fetch mail via popmasterpop3.pl due to 'wide character' errors in syslog.pm module. this is under Perl 5.8.4. should we go for the newer Perl? Best regards, Maciej Uhlig

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RE: otrs Digest, Vol 51, Issue 44
by Mujtaba Karim 24 Oct '07

24 Oct '07

Dear Gabriele. What I want to do is this I have OTRS installed.I have different queues set up however when I close the ticket It is locked and if I unlock it it goes to open state Can I eliminate the lock option in OTRS completely? Secondly what I require is That when I close the ticket a response is sent to customer telling him that his ticket is closed but with that response I can also add the reason and details as to why I am closing the ticket Can this be done ? 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 1:21 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 51, Issue 44 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. Installed, but can't create a user (Tuc at T-B-O-H.NET) 2. RE: iis & otrs? (G?bor Rell beltex) 3. error creating ticket from POP3 account (Peter Hoogkamer) 4. An issue (Mujtaba Karim) 5. Re: An issue (Gabriele D'Andrea) 6. one more thing (Mujtaba Karim) ---------------------------------------------------------------------- Message: 1 Date: Tue, 23 Oct 2007 15:02:32 -0400 (EDT) From: "Tuc at T-B-O-H.NET" <ml(a)t-b-o-h.net> Subject: [otrs] Installed, but can't create a user To: otrs(a)otrs.org Message-ID: <200710231902.l9NJ2WMp015725(a)himinbjorg.tucs-beachin-obx-house.com> Content-Type: text/plain; charset=us-ascii 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 ------------------------------ Message: 2 Date: Wed, 24 Oct 2007 09:35:57 +0200 From: G?bor Rell beltex <rellg(a)beltex.hu> Subject: RE: [otrs] iis & otrs? To: User questions and discussions about OTRS.org <otrs(a)otrs.org> Message-ID: <408DC635473D1A46A2E54EA662AD863F07087953FD(a)bdc1.bunzl.internal> Content-Type: text/plain; charset="utf-8" Hi! I'm running iis 6.0. I gave the permissions to the user at the specified folders. And did you found anything? :) -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of henning.diederich(a)arcor.de Sent: Monday, October 22, 2007 7:50 AM To: otrs(a)otrs.org Subject: [otrs] iis & otrs? Hi GC!bor, 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 FCR ALLE NEUEINSTEIGER Jetzt bei Arcor: gC<nstig und schnell mit DSL - das All-Inclusive-Paket fC<r clevere Doppel-Sparer, nur 34,95 b, inkl. DSL- und ISDN-GrundgebC<hr! http://www.arcor.de/rd/emf-dsl-2 _______________________________________________ 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 or consulting for your OTRS system? =ttp://www.otrs.com/ ------------------------------ Message: 3 Date: Wed, 24 Oct 2007 09:41:09 +0200 From: "Peter Hoogkamer" <peter.hoogkamer(a)gmail.com> Subject: [otrs] error creating ticket from POP3 account To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <73aa5bd40710240041o540e09e6oeb251dc400ca44fe(a)mail.gmail.com> Content-Type: text/plain; charset=ISO-8859-1 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 ------------------------------ Message: 4 Date: Wed, 24 Oct 2007 13:03:18 +0500 From: "Mujtaba Karim" <mkarim(a)pixsense.com> Subject: [otrs] An issue To: <otrs(a)otrs.org> Message-ID: <003601c81614$58491280$08db3780$@com> Content-Type: text/plain; charset="us-ascii" HI I have a small issue What I want is that when I close the ticket in OTRS! I have a screen where I can add anything i.e reason for closing the ticket. And ticket is closed Right now when I go and compose a message it just sends and email and closes the ticket I can use customer notification for in the same email or can I have the closed notification activated with a custom message ? 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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Can users (agents) work with OTRS by email?
by Oleg Polovinkin 24 Oct '07

24 Oct '07

I want to give users of my OTRS (agents) to work partially with OTRS without web interface. Now I have: 1. Customer writes email to support(a)blabla.com. This address is used for OTRS, so new ticket created and agents informed by email about that new ticket, including content of customer's message. 2. Agent press "Reply" button in his mail user agent and writes answer to customer. But OTRS embraces that agent's answer as CUSTOMER's message, not as agent's note or agent's answer. Can I change that behaviour? Can I configure OTRS so it'll treat agent's reply to notification message as an internal note? -- Sincerely yours, Oleg Polovinkin o.polovinkin<at>optima<dot>ua Billing Dept, Optima Telecom Dnipropetrovsk, Ukraine

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Installed, but can't create a user
by Tuc at T-B-O-H.NET 23 Oct '07

23 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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