February 2007 - otrs - OTRS mailing lists

Pending Notification
by Chris 06 Feb '07

06 Feb '07

Hi ! Is it possible to send pending notification not only to the owner but to ALL agents concerned by the queue ? thx

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POP3 Account Help
by Brent Slater 06 Feb '07

06 Feb '07

Hi, Can someone give me a hand, I have my POP3 account setup properly and OTRS is receiving the mail but its creating 3 new tickets everytime for the same email.... This can't be right Can it?? Brent Slater IT Support Officer Sydney Olympic Park Aquatic & Athletic Centres T: (02) 9752 3605 F: (02) 9752 3699 M: 0439 478 560 E: bslater(a)sopac.nsw.gov.au SOPAC Logo <http://aquatics.sopac.elcom.com.au/Images/UserUploadedImages/13/sopac_signa…> http://www.aquaticcentre.com.au <http://www.aquaticcentre.com.au/> http://www.athleticcentre.com.au <http://www.athleticcentre.com.au/> This message is intended for the addressee named and may contain confidential information. If you are not the intended recipient, please delete it and notify the sender. Views expressed in this message are those of the individual sender, and are not necessarily the views of the Sydney Olympic Park Aquatic & Athletic Centres. This message may be archived and reviewed by officers other than those named in the header. _____

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.......... Undefined value as a HASH reference ........
by Piergiovanni Gualotto 05 Feb '07

05 Feb '07

in the function of the "search customer" i get the value of '%{$Content[0]' = ' ' and the system crash with the message "Can't use an undefined value as a HASH reference at Knel/System/Ticket/Article.pm line 1004 ". i resolv thi error changing the if control in the sub "ArticleGet" from: if ($Param{ArticleID}) { return %{$Content[0]}; } else { return @Content; } to : if ($Param{ArticleID} && $Content[0] ) { return %{$Content[0]}; } else { return @Content; } is correct ? is a bug ? Now when "Search customer" i get some the article empy !!! thanks and wait for reply bye

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Adding dynamic objects to the statistic framework
by Jan Miczaika 05 Feb '07

05 Feb '07

Hello, I would like to run statistics on the productivity of our agents. When I go to statistics, the only dynamic object I see is "ticket" and the notice "It depends on your installation how many dynamic objects you can use". Unfortunately I can't find this in the documentation. How can I add dynamic objects? Thanks Jan -- Geschäftsführer / Managing Director Hitflip Media Trading GmbH www.hitflip.de - new: www.hitflip.co.uk Tel. +49-(0)221-272407-27 Fax. 0221-272407-22 HRB 59046, Amtsgericht Köln

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Upgrade from 2.1.2 to 2.1.5
by Maurice James Ny 05 Feb '07

05 Feb '07

Does anyone know how to manually upgrade from version 2.1.2 to 2.1.5? What files got changed and what the changes are? I don't want to download the entire rpm or risk loosing any config modifications that I already made.

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RE: [otrs] Articel shown in QueueView
by Dave Wojciechowski 03 Feb '07

03 Feb '07

Anyone give you any pointers on this, I'm interested as well. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Max Bidlingmaier Sent: Wednesday, January 31, 2007 7:39 AM To: otrs(a)otrs.org Subject: [otrs] Articel shown in QueueView Hi, I wonder if it's possible to get the lastest article in the ticket-history in the queue-view. By default the orginial ticket-text (last customer reply?) is shown there. My agents would like to see the latest article there and if possible also when using the Zoom-Function the latest article should be shown. thanx max -- ------------------------------------------------------------ EasternGraphics - visualize your business Max Bidlingmaier Administration http://www.EasternGraphics.com phone: +49 3677 67820 EasternGraphics GmbH - Albert-Einstein-Strasse 1 - DE-98693 Ilmenau Geschaeftsfuehrer - Ekkehard Beier, Volker Blankenberg, Frank Wicht Amtsgericht Jena - HRB 304052

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About Escalation time/Unlock timeout
by Ramziddin Artykov 03 Feb '07

03 Feb '07

Hi What is that number that putting into textbox? If i put 1 does that mean the ticket in this queue will be escalated or unlocked in 24 hours? Regards Ramziddin

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About Generic Agent
by Ramziddin Artykov 03 Feb '07

03 Feb '07

Hi everybody I just want to ask if there is more easier explanation of how generic agent in the web or anywhere else because i find the documentation a bit useless on this topic Regards Ramziddin

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Generic agent's note
by Ramziddin Artykov 03 Feb '07

03 Feb '07

Hi What should i do so that the note i specified in generic agent's settings is sent? Regards Ramziddin

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Help on POP3 account
by Ramziddin Artykov 03 Feb '07

03 Feb '07

Hi What is a pop3 account and how to work with that? What should i enter for host? I just couldn't understand this. Regards Ramziddin

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