October 2007 - otrs - OTRS mailing lists

Create non-client visible tickets
by Jesús M. Navarro 18 Oct '07

18 Oct '07

Hi, list: I'm looking for a way to create tickets for a client that still are not visible for them (quite alike to an "internal note" but expanding the whole ticket). There are situations like i.e. maintenance operations we want to associate to a given client and take advantage of OTRS's workflow, SLA, notes, etc. but that simply are not for "client consumption". Anyone know how can I achive this goal? TIA -- Jesús M. Navarro Jefe de Sistemas y Soporte Ándago Ingeniería - www.andago.com Teléfono: +34 916 011 373 (ext. 29) Móvil: +34 666 431 088 e-mail: jesus.navarro(a)andago.com

3 3

first or last note showing
by Peter Hoogkamer 18 Oct '07

18 Oct '07

Dear all, When I view a ticket the first note within the ticket is showing. How can I make sure it will show the last note upon opening? I am using OTRS 2.2.2 with ITSM on Server 2003 with Apache server Thanks, Peter

2 1

The creation of tickets
by Marius Flage 18 Oct '07

18 Oct '07

Hi there We've been using RT for a while now and are now in the process of converting to OTRS. One of the features of RT was that you could create new tickets and avoid them getting sent to the customer upon creation. Problem with OTRS is that if you set up a auto response that's supposed to give the user feedback that their ticket has been accepted to the system, this will also happen for tickets created "internally" by the agent. Is it possible to set up auto response so that it only happens when receiving external emails? Marius

2 1

Auto-generated config files
by Jim Edlin 18 Oct '07

18 Oct '07

Can anyone explain to me... 1) what events or circumstances cause generation of configuration files with names like "ZZZAuto.pm" in the /Kernel/Config directory? 2) why these files, when generated, overwrite settings I have made in the Config.pm file (e.g. names of mail servers)? Thanks, Jim Edlin Business Applications Architect Tides Network [t] 415.561.6304 [f] 415.561.6401 [e] jedlin(a)tides.org [w] www.tides.org Tides actively promotes change toward a healthy society, one which is founded on principles of social justice, broadly shared economic opportunity, a robust democratic process, and sustainable environmental practices. Tides believes healthy societies rely fundamentally on respect for human rights, the vitality of communities, and a celebration of diversity.

4 4

[Fwd: automated response on 2.23]
by dean＠headnoodle.com 18 Oct '07

18 Oct '07

Hi, I have a problem with automated responses. If an email is sent into the system by an email address that has never sent to the system, the auto response fails with Can't send to: XXXX(a)XXX.com! Enable debug for more info! if the user sends any other email to open a new ticket after the first one everything works fine. I have tried to enable the debug in SMTP.pm and I guess the debug is in the apache error.log but cannot find any debug information popping up in the log in relation to SMTP. Can anyone tell me A) where is the debug log stored, and B)if this problem is a known one with a known fix. Cheers, Dean.

1 0

Standard Types and Queues
by Buechling, Thomas 18 Oct '07

18 Oct '07

Hallo! i want to Speed up the Ticket Typing Procedure.. Most Tickets ( we mostly use Telephone Tickets ) have the same Type ( "Problem" ) and go the same Queue. But in OTRS the preselcetion for those Fileds is "-" and you have to Click on "Problem" and the right Queue. Is there a way set Standard Values for those Fileds? I cant find Anything in Sysconfig... Thank You! Freundliche Grüße i. A. Thomas Büchling Praktikant / IT-Services Tel +49 (0)561/ 4991 -125 Fax +49 (0)561/ 4991 -93125 thomas_buechling(a)rudolph-log.de http://www.rudolph-log.de <http://www.rudolph-log.de/> http://www.logeon.net <http://www.logeon.net/> -------------------------------------- Rudolph Logistik Gruppe -------------------------------------- Rudolph Holding GmbH Harzweg 10 D 34225 Baunatal Amtsgericht Kassel HRB 6548 Geschäftsführer: Jürgen Rudolph, Werner Rudolph, Torsten Rudolph, Peter Malkomeß ------------------------------------- Abonnieren Sie unseren Newsletter RudolphREPORT unter http://www.rudolph-log.de/aktuelles/aktuelles.cfm

4 7

Automatically update customer data upon incoming email
by Marius Flage 18 Oct '07

18 Oct '07

I've managed to get the synchronization working with AD when I'm creating tickets myself. Then I can retrieve all the fields I've defined for the customer. But when one of the customers in the AD database sends an email to the system, those fields aren't updated at all. If I go to "Customer" and then just search for the customer that's already been entered in the fields by the email, everything works as expected. How can I automatically update these customer fields when the user sends an email? Marius

1 0

"Customer Company" are not diplayed on the Customer list
by Agim Cami 17 Oct '07

17 Oct '07

The "Customer Company" are not displayed on Customer list. Is any workaround on this? -- Agim Cami

3 2

POP3 import of utf-8 emails
by Andreas Unterkircher 17 Oct '07

17 Oct '07

Hi, Somebody has a clue how to get OTRS (Debian, 2.04p01-18) working with emails containing special characters? For example I have here an email with some Turkish characters (like ç ı ğ - hopefully they will remain through mailman). If OTRS is configured with charset=iso-8859-15 (DefaultCharset), PostMasterPOP3.pl is fetching the email from the mailbox and it appears in OTRS. Ok, the Turkish characters are all lost now and replaced by some other never seen characters - but this is logical for an ISO charset like that one. If I now change charset to utf-8, the Perl script immediately spits out an error message as soon as it fetched the mail via POP3: Wide character in syswrite at /usr/share/perl/5.8/Net/Cmd.pm line 436. and exits immediately. And not only that - OTRS is left in a very bad state and PostMasterPOP3.pl believes now it's already running: Notice: PostMasterPOP3.pl is already running (use '-f 1' if you want to start it forced)! I know the trick already how to cleanup the process, but hey, I can't predict that I will never receive such an email again... and in fact it should be possible to receive Greek, Turkish, Russian, ... emails as well in OTRS. Someone has a hint how to handle that situation correctly? Furthermore German umlaut's or the "ß" seems to make problems when charset=utf8, while they are ok when charset=iso-8859-15. Thanks, Andreas

2 1

IRC integration
by Marius Flage 17 Oct '07

17 Oct '07

Hi there I'd like for all my status changes on tickets to be mirrored on a IRC channel used by all helpdesk people. Has anyone done something like this already? I'm thinking about hooking up some simple TCP/socket/signal operations each time a new ticket enters the system and whenever state on this ticket changes. Any hints on how to accomplish this? Marius

3 3