November 2007 - otrs - OTRS mailing lists

rpc-examlple.pl - Auth for user failed
by mario 27 Nov '07

27 Nov '07

Hello List, i am trying to get the example script rpc-example.pl with OTRS 2.1 running. I change the variables $User and $Pw for my needs but get those errors: root@OTRS:/tmp# ./rpc-examlple.pl NOTICE: TicketObject->TicketCreateNumber() Use of uninitialized value in concatenation (.) or string at ./rpc-examlple.pl line 33. NOTICE: New Ticket Number is: NOTICE: TicketObject->TicketGet(TicketID => 1) Use of uninitialized value in concatenation (.) or string at ./rpc-examlple.pl line 38. NOTICE: Ticket Number is: Use of uninitialized value in concatenation (.) or string at ./rpc-examlple.pl line 39. NOTICE: Ticket State is: Use of uninitialized value in concatenation (.) or string at ./rpc-examlple.pl line 40. NOTICE: Ticket Queue is: System Log: ---------------- Nov 27 21:45:32 OTRS OTRS-RPC-10[4502]: [Notice][Core::Dispatch] Auth for user myuser faild! Nov 27 21:45:32 OTRS OTRS-RPC-10[4504]: [Notice][Core::Dispatch] Auth for user myuser faild! I can log into otrs with that username and password. Is there anything else i need to change or set up? Thanks, Mario

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Problem with $/ as given is currently unsupported at C:/OTRS/otrs/Kernel/cpan-lib/MIME/Decoder/QuotedPrint.pm line 153
by Antonio Sarmiento 27 Nov '07

27 Nov '07

Hi, The system is giving this message, but I didn't modify MIME parameters nor QuotedPrint.pm I only modify Sendmail and pop3 parameters and autoreply message And now when I create a new phone ticket the system create de ticket and send this message: $/ as given is currently unsupported at C:/OTRS/otrs/Kernel/cpan-lib/MIME/Decoder/QuotedPrint.pm line 153 Who can help me ?? Thanks Antonio

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Practical Examples... Locking?
by Kris Jacobs 27 Nov '07

27 Nov '07

I have read and re-read the documentation available for OTRS @ http://doc.otrs.org I still do not understand what is meant by "locking" a ticket. I do not understand why a ticket would be locked, unlocked, or what either of those terms mean in the context of an OTRS ticket. Could someone explain it to me clearly and concisely please? Thank you!

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Escalation notification
by Greg Evans 27 Nov '07

27 Nov '07

can't believe how much trouble i'm having sending notifications to agents when a ticket is escalated in his/her queue. I have no problem sending email notifications when they receive a new ticket, but I've spent countless hours configuring genericagent.pm... generic agent via the frontend.. and cannot get OTRS to send emails when a ticket has been escalated. I'm using OTRS 2.1.7.... windows flavor ( you can crucify me later :-p ) What am i doing wrong? I've added the following code to the genericagent file in C:\OTRS\otrs\Kernel\Config %Jobs = ( # -- # [name of job] -> send escalation notifications # -- 'send escalation notifications' => { Escalation => 1, # new ticket properties New => { Module => 'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue', }, }, _________________________________________________________________ Your smile counts. The more smiles you share, the more we donate. Join in. www.windowslive.com/smile?ocid=TXT_TAGLM_Wave2_oprsmilewlhmtagline

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Difference between tn and id
by Simon Adams 27 Nov '07

27 Nov '07

Hey guys, I'm modifying OTRS fairly heavily for a large implementation. Part of this is creating tickets from our own customised interface, which we've done. The main issue is with the fields TN and ID. Does anyone know why tickets in OTRS have 2 identifiers? Is there a way to tell OTRS to only use one, or to always make them equal? Regards, Simon Adams

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Create or search ticket using an URL
by Anders Schjelderup Lyng 27 Nov '07

27 Nov '07

I am trying to connect my ACD-application (ACD=Automatic Call Distributor) to OTRS What I want is to be able to display in my ACD-application a URL for creating tickets and for searching tickets. I want to automatically crate a ticket for the spesific user and search that users tickets. I want to put the 2 URLs in my LDAP server so the agent just have to click on the URL to create or search Anders S. Lyng

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Time-Accountig
by Agim Cami 27 Nov '07

27 Nov '07

I Installed the Time-Accountig module, but I don't see any trace of it on the menus. So, my question is : how to start using it? Thnx. --

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Email option in Queue view
by DataForce CRM 27 Nov '07

27 Nov '07

Hi, the email option to send "empty" email to a ticket creator is now blanked out or not available in my otrs. This has been working and I do not believe I changed anything. How do I get this email option back to respond to ticket queries? This is in the ticket view at right under Contact Customer the phone option is there, email has dropped out. Regards, Jim Romano GM - 817-886-0380 - Skype: DataForceCRM http://www.dataforcecrm.com Visit site for Live Demos, Screenshots, & Customer Support

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cron job for auto email checker
by DataForce CRM 27 Nov '07

27 Nov '07

hi, got email running and thank you for fine support. now I want to do a cron job in crontab. My otrs does not have a crontab file. do I make this and put in the cron job command? on restart I see message that "no crontab" and I do see the "cron" starting , but the email is not being checked. so i think i need to make a crontab. is this a directory or a file with the cron in it like */10 * * * $HOME/bin/Postmaster.pl ( I have read and reread the documentation) Regards, Jim Romano GM - 817-886-0380 - Skype: DataForceCRM http://www.dataforcecrm.com Visit site for Live Demos, Screenshots, & Customer Support

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stop solution time accounting
by Damien BASTIE 26 Nov '07

26 Nov '07

Hi, There is any way to stop solution time accounting ? For example i have a queue with the solution time parameter set at 120 minutes, but if an agent is waiting a phone call, how can he "pause" the ticket to prevent decrease of solution time ? Thanks in advance, Regards, Damien BASTIE

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