February 2007 - otrs - OTRS mailing lists

2 questiobs
by Орлов Олег 27 Feb '07

27 Feb '07

1. How to fix case sensitive search in FAQ ? 2. Can I include FAQ categories names into FAQ searching ? Thank you.

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CustomerID -> sum of work units statistics
by James Gorz 26 Feb '07

26 Feb '07

Hello, Since upgrading to OTRS 2.1.4 from 2.0.4, it seems that we've lost a bunch of stats features that had worked with the old version. Does anyone know of a module that can be integrated into OTRS to sort customer numbers and their total work units? I wanted to ask before attempting to write my own module. Any help would be appreciated. Thanks. -Jim

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(no subject)
by Kovács Gábor 25 Feb '07

25 Feb '07

Hi all! I want to modify the AgentTicketFreeText module. I wannt to enable on this module the Accounting time function. Please help me, how can i do this. Thanks. _____________________________________________________________________ Foglalja le kényelmesen utazását, repülőjegyét vagy szállását online! Tájékozódjon a legjobb úticélokról az [origo] utazás oldalain! http://magazin.utazas.origo.hu/index.html

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Qualify tickets
by Carlos A Cardona Gomez 23 Feb '07

23 Feb '07

Hello people, I'm working with OTRS 2.0.3... I wonder if is there an easy way to make customers qualify the tickets after the ticket gets closed, or if it would be a development I have to do myself.... Thanks in advance! Carlos Andrés Cardona | Analista de Informática | Centro de Tecnologías de Información y Comunicación Universidad Pontificia Bolivariana | Circular 1 No. 70-01, Bloque 9 Of.210. | Medellín, COLOMBIA Tel: +57(4)415 90 06 | Ext. 7402 carlos.cardona(a)upb.edu.co| www.upb.edu.co <http://www.upb.edu.co/> "El contenido de este mensaje puede ser información privilegiada y confidencial. Si usted no es el destinatario real del mismo, por favor informe de ello a quien lo envía y destrúyalo en forma inmediata."

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otrs on gentoo - Apache catch 22?
by Ed 23 Feb '07

23 Feb '07

Hello, I have installed otrs on a gentoo box and I'm so close to gettting it to work but I am stuck on a problem with Apache and virtual hosts. Can you help? My first attempt at a Apache Vhost config file: <VirtualHost *:80> ScriptAlias /otrs/ "/var/www/ticket.precognet.com/otrs-2.1.5/bin/cgi-bin/" Alias /otrs-web/ "/var/www/ticket.precognet.com/htdocs/" ServerName ticket.precognet.com DocumentRoot /var/www/ticket.precognet.com/htdocs ErrorLog /var/log/apache2/ticket.precognet.com.error_log CustomLog /var/log/apache2/ticket.precognet.com.access_log combined <Directory "/var/www/ticket.precognet.com/otrs-2.1.5/bin/cgi-bin/"> AllowOverride None Options +ExecCGI -Includes Order allow,deny Allow from all </Directory> <Directory "/var/www/ticket.precognet.com/htdocs/"> AllowOverride None Order allow,deny Allow from all </Directory> </VirtualHost> This is what I get in the apache logs though: [Fri Feb 23 17:11:52 2007] [error] Can't locate Kernel/System/Web/InterfaceAgent.pm in @INC (@INC contains: /usr/sbin/../../Kernel/cpan-lib /usr/sbin/../.. /home/httpd/perl /etc/perl /usr/lib/perl5/vendor_perl/5.8.8/i686-linux /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl /usr/lib/perl5/site_perl/5.8.8/i686-linux /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl /usr/lib/perl5/5.8.8/i686-linux /usr/lib/perl5/5.8.8 /usr/local/lib/site_perl . /usr/lib/apache2) at /var/www/ticket.precognet.com/otrs-2.1.5/bin/cgi-bin/index.pl line 41. \nBEGIN failed--compilation aborted at /var/www/ticket.precognet.com/otrs-2.1.5/bin/cgi-bin/index.pl line 41.\n My second attempt at a Apache Vhost config file: <VirtualHost *:80> ScriptAlias /otrs/ "/var/www/ticket.precognet.com/otrs-2.1.5/bin/" Alias /otrs-web/ "/var/www/ticket.precognet.com/htdocs/" ServerName ticket.precognet.com DocumentRoot /var/www/ticket.precognet.com/htdocs ErrorLog /var/log/apache2/ticket.precognet.com.error_log CustomLog /var/log/apache2/ticket.precognet.com.access_log combined <Directory "/var/www/ticket.precognet.com/otrs-2.1.5/bin/"> AllowOverride None Options +ExecCGI -Includes Order allow,deny Allow from all </Directory> <Directory "/var/www/ticket.precognet.com/htdocs/"> AllowOverride None Order allow,deny Allow from all </Directory> </VirtualHost> This is what I get in the apache logs though: [Fri Feb 23 17:15:03 2007] [error] slurp_filename('/var/www/ticket.precognet.com/otrs-2.1.5/bin/index.pl') / opening: (2) No such file or directory at /usr/lib/perl5/vendor_perl/5.8.8/i686-linux/ModPerl/RegistryCooker.pm line 540 Here is a capped structure of the directories . ./htdocs ./htdocs/images ./cgi-bin ./error ./icons ./otrs-2.1.5 ./otrs-2.1.5/Kernel ./otrs-2.1.5/bin ./otrs-2.1.5/bin/cgi-bin ./otrs-2.1.5/bin/fcgi-bin ./otrs-2.1.5/scripts ./otrs-2.1.5/var ... Index.pl can be found at: ./otrs-2.1.5/bin/cgi-bin/index.pl Any help or pointers to dcumentation are welcome. I read the manual but it seems gentoo moved things arround. Many thanks -Ed

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How to change company name
by Ramziddin Artykov 23 Feb '07

23 Feb '07

Hi list I just wonna ask where i can change the writing next to *LOGO "*COMPANY NAME" to my company name in the in the log-in page of the customer web interface. Multo Gracio Ramziddin

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Increasing POP3 Check Time
by Chris Watt 23 Feb '07

23 Feb '07

Hi guys, Is it possible to have the pop3 check every 60-90 seconds? I need to feed e-mail into the system faster to cope with the amount of messages we are receiving. Cheer! ~Chris

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Re: [otrs] Autoanswer/notification : customer email in reply to
by Christophe Pouillet 23 Feb '07

23 Feb '07

Hi Salvador, Thanks for you reply. But it seems I've mised something. When you say that autoresponses are sent to both customer and agent, do you mean an autoresponse to customer and a notification to agent. If so, that already work. If not, I don't see any parameter to specify multiple email adresses for an autoreply. thx for your lights, Regards, Chris > Christophe, > You can set the queues so that autoresponses are sent to both the customer > and an agent email of your choice without the need for any special > programming. Alternately, there is a setting to BCC all messages to a > specific external mailbox. > > > On 2/22/07 01:39, "Christophe Pouillet" <cpouillet(a)exosec.fr> wrote: > > >> Hi list, >> >> This is my first post. >> We are a small IT Services company and we are giving a try at OTRS to >> see if it could match our needs. >> >> My support Team is mainly on the field at customers sites and have >> almost only an access to their mail, not web access. >> So 90% of the time, they support customers through email. >> >> What I would like to do is : >> >> - customer send a request in OTRS (support(a)example.com) >> - OTRS creates a ticket with ticket number >> - OTRS send an autoanswer or notification to an external common email >> account (shared by the support team) >> with a 'reply to' field set with customer email and a 'Cc' field set >> with our support email (e.g support(a)example.com) >> >> I had a look in API and modules, found some interesting things but I'm >> not a PERL developper so I'm stuck. >> >> Does anyone with same needs has already solved this ? >> Any hints would be appreciate. >> >> Thanks for your lights, >> >> Best regards >> >> Chris. >> >> _______________________________________________ >> 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 orr consulting for your OTRS system? >> => http://www.otrs.com/ >> > > ----- > Salvador Manzo [ 620 W. 35th St € Los Angeles, CA 90089 e. > manzo(a)usc.edu ] > Auxiliary Services IT, Datacenter > University of Southern California > 818-612-5112 > An avidity to punish is always dangerous to liberty. It leads men to > stretch, to misinterpret, and to misapply even the best of laws. He that > would make his own liberty secure must guard even his enemy from oppression; > for if he violates this duty he establishes a precedent that will reach to > himself. > Thomas Paine, "Dissertation on First Principles of Government" > > >

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Few Questions
by Chris Watt 23 Feb '07

23 Feb '07

Hi Guys, I've jsut been playing with OTRS to try and convince my company to use it as it will simplify our lives a lot! However, when I go to the File Manager page, I get this error: Error: FileManager Root directory doesn't exist: /home/otrs-share/, please check your c[..] I also have a problem with webmail not working at all which gives me this error after inouting details in preferences: Bad arg length for Socket::pack_sockaddr_in, length is 0, should be 4 at C:/OTRS/Perl/lib/Socket.pm line 376, <PRODUCT> line 544. Also, does anyone know a good tutorial for getting the e-mail to work? I.e. when someone emails support(a)domain.com it will create a ticket for them. I haven't seem to have gottne it quite right. Cheers!! ~Chris

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Autoanswer/notification : customer email in reply to
by Christophe Pouillet 22 Feb '07

22 Feb '07

Hi list, This is my first post. We are a small IT Services company and we are giving a try at OTRS to see if it could match our needs. My support Team is mainly on the field at customers sites and have almost only an access to their mail, not web access. So 90% of the time, they support customers through email. What I would like to do is : - customer send a request in OTRS (support(a)example.com) - OTRS creates a ticket with ticket number - OTRS send an autoanswer or notification to an external common email account (shared by the support team) with a 'reply to' field set with customer email and a 'Cc' field set with our support email (e.g support(a)example.com) I had a look in API and modules, found some interesting things but I'm not a PERL developper so I'm stuck. Does anyone with same needs has already solved this ? Any hints would be appreciate. Thanks for your lights, Best regards Chris.

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