December 2007 - otrs - OTRS mailing lists

upgrade form 2.2.2 to 2.2.4
by Peter Hoogkamer 10 Dec '07

10 Dec '07

Hello, I can't seem to find any documentation about upgrading otrs from 2.2.2 to 2.2.4. Are there things to pay special atention to? Or can I just make a backup and run the 2.2.4 installer? Peter

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Re: Building workflow
by Antonio Sarmiento 09 Dec '07

09 Dec '07

On Thu, 06 Dec 2007 13:44:19 -0300 "Antonio Sarmiento " <asarmiento(a)mi.cl> wrote: > Hi: > > Who can help me? where can I find informatio about workflow building ?? > > Thanks > Antonio

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Version 2.2.4-001
by hamood Iqbal 08 Dec '07

08 Dec '07

I am trying to install otrs 2.2.4-001 on client server on windows 2003 sp1 i am getting this error Create Database (2/4) Creating database 'otrs' utf8: done. Creating tables 'otrs-schema.mysql.sql': done. Inserting initial inserts 'otrs-initial_insert.mysql.sql': done. Foreign Keys 'otrs-schema-post.mysql.sql': false! :-( ---==> Error on rename of '.\otrs\#sql-11c4_6.MYI' to '.\otrs\role_user.MYI' (Errcode: 13) Please help? Thanks

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RE: Time-Accountig
by Agim Cami 08 Dec '07

08 Dec '07

Before installing Time accounting into my otrs platform I would like to know what are main features of the module. In what case this module can bee useful? -- Agim Cami

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Allow Agents to close tickets without being the owner
by Stephen Loewinsohn 08 Dec '07

08 Dec '07

We would like to allow agents to close tickets without having to first take ownership of them. For example, when a spam ticket comes in, we'd like to be able to close it in one step. Is this possible? Thanks, -Steve

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Getting emails from a Gmail account
by kirpi＠kirpi.it 08 Dec '07

08 Dec '07

We would like to get emails into Otrs from a Gmail account, but are having hard times and no success. Is there please a simple primer on how to accomplish the task? It seems that extra parameters are to be set (example: port 665): where are the settings, please? Does anybody have any experience about it? Thank you! Luigi

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Getting emails from a Gmail account
by kirpi＠kirpi.it 07 Dec '07

07 Dec '07

> Do you run OTRS on a Linux box? > You can use the powerful features of Fetchmail then No, I installed it on a Windows pc, the only machine I found at hand here which has a 24/24 stable internet connection, so that we can reach it from anywhere at anytime by just typing its ip address http://xxx.xxx.xxx.xxx/otrs/index.pl Luigi

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Getting emails from a Gmail account
by kirpi＠kirpi.it 07 Dec '07

07 Dec '07

> The report can be as simple as explaining you are unable to retrieve > emails from Gmail... Done! http://bugs.otrs.org/show_bug.cgi?id=2569 > It is my opinion that every system > needs a capable system administrator. That would be in a perfect world, though... ;-) Actually, we do not even have a "system" here: just tons of people write to us, and we need to answer those emails, somehow. > If your system doesn't have a capable one, then you > might have bigger problems than not being able to fetch mail from > Gmail. Yes, I agree. Here is why I'd prefer to have all the mail go first to a Gmail account which, whatever might happen locally to my pc, will reliably keep all data and thanks to its search functions is quite practical in case of need. Whatever happens, we could always "downgrade" into using Mozilla Thunderbird and the whole archive of incoming and outgoing email would be safe inside Gmail. Then I would simply gather the incoming mail, answer them with the powerful features of Otrs (filters, queues, preformatted answers,...) and silently store a copy as bcc: to Gmail again. But connecting to Gmail, which as an example in Mozilla Thunderbird is a matter of seconds, seems an incredibly overwhelming task on Otrs. At the same time, it seems that such IMAP thing is even better, but again documentation on what it is, how it works and how to use it, are absolutely cryptic. Luigi

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Getting emails from a Gmail account
by kirpi＠kirpi.it 07 Dec '07

07 Dec '07

> Nils: > You could file a bug report at http://bugs.otrs.org/ and maybe > alternative ports will be added as an option in a future version of OTRS. Yes, Nils, you are right. I'm struggling since long with this problem [1] The point is that I'm **not** a computer/email/system expert, and do not understand anything about all this software. In plain word, I do not know what to write when opening the bug: retrieving emails from Gmail is a POP3 port problem? And/or also an encryption problem? And/or what other issues are involved? Just opening a bug writing "I'd simply retrieve emails from Gmail" might seem a joke to the programmers. If, instead, any other people who have in-depth knowledge of the matter could express the whole thing in proper technical terms, maybe the Otrs programmers could/would take it more seriously. > Mike: > I do it with fetchmail. > gmail -> fetchmail -> local smtp-server -> procmail -> Postmaster.pl All I could find about it is this http://doc.otrs.org/2.2/en/html/x1269.html#email-receiving-fetchmail It is far too "compact" and technical, and gives for granted that you are a system admin. [2] Also, it seems that such "procmail" thing runs only under Linux. Is there any place where the process is explained in plain words: what to do, where, how to? Luigi [1] You might recall a similar questions and your kind reply from last summer, as an example. http://lists.otrs.org/pipermail/otrs/2007-July/019517.html I browsed the whole web, since months, but answers are lacking (or, instead, are too technical to understand) [2] I'm just a "poor devil" with tons of emails to answer, and struggle to set up Otrs as a tool on my pc at work. ;-)

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changing queue to a ticket
by Daniele 07 Dec '07

07 Dec '07

I have a problem I try to explain simplifying it as much as I can. I have some queues in my otrs. Agents of each queue are not allowed to work on the queue they are not specifically assigned to. Each agent is assigned to ONLY ONE queue. In other words, each agent must work on his specific queue AND NOT ON THE OTHERS. A customer sent, by mistake, a ticket to a wrong queue. How can the agent of the reached queue move the request of ticket to a different queue if he/she is not allowed to see them? How can I solve this problem? Thank you in advance. Daniele

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