November 2007 - otrs - OTRS mailing lists

Pulling emails from Active Directory
by Andrew Meyer 19 Nov '07

19 Nov '07

Is there a way to pull emails from Active Directory, and just dump the emails into OTRS one time? Or maybe I need to set it up to pull from AD all the time. Andrew Meyer Unix Systems Administrator 314-787-0681 x39 314-565-0868 (cell) 1300 Hampton Ave. Saint Louis, MO 63139

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RE: [otrs] Address book on OTRS 2.2.4+link FAQ to Ticket
by Andy Lubel 19 Nov '07

19 Nov '07

1) Create an LDAP db with your "contacts", why wouldn't that work? 2) Huh? -Andy Lubel From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Julien CHAMPSEIX Sent: Sunday, November 18, 2007 2:24 PM To: 'User questions and discussions about OTRS.org' Subject: RE: [otrs] Address book on OTRS 2.2.4+link FAQ to Ticket Any body have any idea about my request ? Kinds Regards, Julien. De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Julien CHAMPSEIX Envoyé : vendredi 16 novembre 2007 10:49 À : otrs(a)otrs.org Objet : [otrs] Address book on OTRS 2.2.4+link FAQ to Ticket Importance : Haute Hello Everybody, I have 2 request for the OTRS community : 1) I would know how it's possible to add or create an address book into OTRS ? If yes how can I enable it or create it. And what in the future OTRS will ask LDAP Address book in order to transfer some ticket or other option. 2) I would link automatically an ticket with a OTRS FAQ documentation following the Queue. Someone could say to me how do it. Best Regards, Julian.

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Help with Error Need TicketID!
by FEREY Jean-Louis 19 Nov '07

19 Nov '07

Hello, I'm trying to configure OTRS for my usage (creating customer companies, customer users, queues, etc ..). I was writing some tickets to understand queues managing when suddenly I have this message when I try to creat a new ticket: ERROR: OTRS-CGI-99 Perl: 5.8.5 OS: linux Time: Mon Nov 19 16:07:38 2007 Message: Need TicketID! Traceback (3327): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.147) Line: 83 Module: Kernel::Modules::CustomerTicketMessage::Run (v1.24) Line: 318 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.20) Line: 704 Module: /opt/otrs/bin/cgi-bin/customer.pl (v1.37) Line: 47 Is there someone who know how to deal with this error ? Thanks in advance. _____________________________________________________________________________ Ne gardez plus qu'une seule adresse mail ! Copiez vos mails vers Yahoo! Mail

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RE: [otrs] Address book on OTRS 2.2.4+link FAQ to Ticket
by Julien CHAMPSEIX 18 Nov '07

18 Nov '07

Any body have any idea about my request ? Kinds Regards, Julien. De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Julien CHAMPSEIX Envoyé : vendredi 16 novembre 2007 10:49 À : otrs(a)otrs.org Objet : [otrs] Address book on OTRS 2.2.4+link FAQ to Ticket Importance : Haute Hello Everybody, I have 2 request for the OTRS community : 1) I would know how its possible to add or create an address book into OTRS ? If yes how can I enable it or create it. And what in the future OTRS will ask LDAP Address book in order to transfer some ticket or other option. 2) I would link automatically an ticket with a OTRS FAQ documentation following the Queue. Someone could say to me how do it. Best Regards, Julian.

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chat software integrated to OTRS
by TT 18 Nov '07

18 Nov '07

Hi Community, We are the developer team of BeHelper, an Instant Assistance software, best known as "chat". We are users of OTRS and some times we have seen messages asking for a chat software integrated to OTRS. Last months we have been working on it, so we are pleased to announce the first version that will be launched next Monday November 12, 2007. We have named BeHelper TT (troule ticket) to this version. If you want to receive additional info from BeHelper TT or when the demo is online just email us to advance(a)behelper.org. We plan to grow the BeHelper-OTRS integration, so all suggestions are well received. BeHelper TT will be sold to $24 usd yearly as a hosted solution. Best Regards, BeHelper Developer Team

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remove system messages in history in ticket view
by Samphan Raruenrom 18 Nov '07

18 Nov '07

Below, you can see the "system (email-external)" and "system (email-notification-ext)" entries in the ticket history. I found this confusing for the customers. I try to turn them off. So that the tree show only customer's and agent's messages and not the system's messages. But I still want to receive the notification emails. I can't find any way to configure this. Any idea? Zoom Ticket : 1000172 Age: 6 minutes Print Created: 10/15/2007 |--> customer (webrequest) 10/15/2007 15:41:52 |-->customer (webrequest) 10/15/2007 15:42:37 |-->system (email-external) 10/15/2007 15:42:37 |-->>> system (email-notification-ext) 10/15/2007 15:42:39 ------------------------------ From: Callcenter OpenOffice.org To: somebody(a)somewhere.com Subject: Re: [Ticket 1000172] New State "open"! *** THIS IS JUST A NOTE *** -- _/|\_ Samphan Raruenrom. Open Source Development Co., Ltd. Tel: +66 38 311816, Fax: +66 38 773128, http://www.osdev.co.th/

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Agent notification
by Cristiano Marchettini 16 Nov '07

16 Nov '07

Hi, I'm using OTRS 2.2.3 in my company, but I have a problem with agent notification of new tickets. If I open a phone or email request, a mail is sent to all the agents, but if a customer opens a request from the customer.pl web page the email is not sent. Unfortunately, in this way we have to continuously check the main page to see if there are new requests. Is it possible to enable the notification also for that kind of tickets? I tried searching something on Google, but didn't find anything. Thanks for your help, Cristiano Marchettini -- A Bus-station is where the bus stops. A Train-station is where the train stops. On my desk I have a Work-station...

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Re: [otrs] Counting responses used
by Tabitha Stang 16 Nov '07

16 Nov '07

Hi Gabriele, Thanks so much for your reply! I actually do mean "response", like in the table standard_response. Basically I want to count how many times we've used each standard_response (by standard response name) in all of the e-mails we've ever sent externally. Unfortunately all attempts I've made to link the name of the standard response to outgoing messages have failed. If there is any further help you can provide, I would be so very grateful! Thanks! Tabitha Date: Mon, 12 Nov 2007 19:37:17 +0100 From: "Gabriele D'Andrea" <gabriele.dandrea(a)ecohmedia.com> Subject: Re: [otrs] Counting responses used To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <013901c8255b$0dc9a6b0$8e04a8c0@nettezza> Content-Type: text/plain; format=flowed; charset="iso-8859-1"; reply-type=original I think you mean the artcile type: in table ARTICLE , the filed ARTICLE_TYPE_ID refers to the table ARTICLE_TYPE, where are stored the article names (e.g. email-external, which is the article type you are looking for, is referred to ID 1) Always refer to the database structure published in ftp://ftp2.otrs.org/pub/otrs/misc/otrs-2.0-database.png Bye Gabriele ----- Original Message ----- From: "Tabitha Stang" <stang(a)cleverbridge.com> To: <otrs(a)otrs.org> Sent: Thursday, November 08, 2007 11:45 AM Subject: Re: [otrs] Counting responses used > Hi Gabriele, > > Thanks so much for this! > > Unfortunately it doesn't seem possible to actually find out the name of > the > response used for an article sent by an agent, or am I somehow > misunderstanding the tables? > > Thanks again! > Tabitha > > ============================================= > > Date: Wed, 7 Nov 2007 14:56:42 +0100 > From: "Gabriele D'Andrea" <gabriele.dandrea(a)ecohmedia.com> > Subject: Re: [otrs] Counting responses used > To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> > > You have got to query the database directly to do this. > First you got to understand the database structure > Take a look at > ftp://ftp2.otrs.org/pub/otrs/misc/otrs-2.0-database.png > > As a quick suggestion, you could point attention to the article table: > here > you find the different notes, replies etc. that compose a ticket, in the > same table, the a_to filed contains the addressee of your replies. > > Hope this helps > Gabriele > ----- Original Message ----- > From: Tabitha Stang > To: 'User questions and discussions about OTRS.org' > Sent: Wednesday, November 07, 2007 2:11 PM > Subject: [otrs] Counting responses used > > > Hi, > > > > My company would like to see how many incoming contacts we answer with > each of our responses. > > > > I don't see this possibility under "Stats" or "Search". > > > > Does anyone have a solution or a good workaround for this? > > > > Thanks so much! > > Tabitha Stang > > > > > > ---------------------------------------------------------------------------- > -- > > > _______________________________________________ > 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] Manual OTRS Installation on Win32
by Dan King 16 Nov '07

16 Nov '07

Hey Harry, I don't have any instructions on how to do this. I had similar questions to this list sent a while back but no one replied. Your best bet is to extract the source from the Windows installation and then follow the instructions for Linux. Some won't be too helpful but I am sure it can prove to be a good starting ground. You will need to install perl, cronw (unless you have other options already on the server), the required perl modules and mod_perl for apache, the last option there is a way to compile mod_perl when apache has already been installed. I think a good way around this would be to install OTRS on a desktop and look how it lays out the directories and configuration files. Sorry I can't be any more help. Dan King Software Developer Canadian Resident Matching Service 613.237.0075 ext. 241 (Toll free) 877.CARMS.42 171 Nepean Street, Suite 300 Ottawa, ON, CAN K2P 0B4 www.carms.ca <http://www.carms.ca> ------------------------------------------------------------------------------------ This e-mail message, including any attachments, is for the sole use of the intended recipients and may contain confidential and or privileged information. If you are not the intended recipient or this information has been forwarded in error, please contact the sender by reply e-mail and destroy copies of the original message. Ce message (incluant toute pièce jointe) s'adresse uniquement au(x) destinataire(s) prévu(s) ou à une personne autorisée à le recevoir en son (leur) nom. Il pourrait contenir des renseignements confidentiels ou protégés. Si vous l'avez reçu par erreur, nous vous prions d'en informer l'auteur dans les meilleurs délais, de ne pas divulguer son contenu et de le supprimer de votre système. Merci. ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Harry Cruz Sent: November 12, 2007 7:31 AM To: User questions and discussions about OTRS.org Subject: [otrs] Manual OTRS Installation on Win32 Hello, you all! Do you know where I could get some detailed information on how to install OTRS in a already running server. I've initially installed on a test server, using a Debian distro. But now the system must go into production to a windows 2003 server, which has got its own apache2, supporting Subversion . I'd like to get OTRS running without getting into trouble with my CIO. Any help is appreciated, Harry Cruz

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Can I have a default queue selected when creating a phone ticket from the agent frontend?
by Dan King 16 Nov '07

16 Nov '07

Can I have a default queue selected when creating a phone ticket from the agent front-end? Thanks, Dan King Software Developer Canadian Resident Matching Service 613.237.0075 ext. 241 (Toll free) 877.CARMS.42 171 Nepean Street, Suite 300 Ottawa, ON, CAN K2P 0B4 www.carms.ca <http://www.carms.ca> ------------------------------------------------------------------------------------ This e-mail message, including any attachments, is for the sole use of the intended recipients and may contain confidential and or privileged information. If you are not the intended recipient or this information has been forwarded in error, please contact the sender by reply e-mail and destroy copies of the original message. Ce message (incluant toute pièce jointe) s'adresse uniquement au(x) destinataire(s) prévu(s) ou à une personne autorisée à le recevoir en son (leur) nom. Il pourrait contenir des renseignements confidentiels ou protégés. Si vous l'avez reçu par erreur, nous vous prions d'en informer l'auteur dans les meilleurs délais, de ne pas divulguer son contenu et de le supprimer de votre système. Merci.

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