February 2007 - otrs - OTRS mailing lists

Moving the complete OTRS (Win32)
by Jurgen De Vlieger 15 Feb '07

15 Feb '07

Hi everybody, I've been test running the installation on a test server here at work (Windows server 2003 R2). We'd like to use it in production but it should be moved to another (virtual) server. Can anyone tell me how I'd best do the move? I eventually can create a new virtual server with the same name of the test server if that would help. Thanks in advance Jurgen

1 0

Default item shown in queueview
by Dan Mahoney, System Admin 15 Feb '07

15 Feb '07

Hey all, Is there someplace where I can toggle what is shown on the queueview? Either the customer's ORIGINAL post OR their most recent followup? -Dan -- "She's NOT my girlfriend!" -Dan Mahoney, Quite a bit recently. --------Dan Mahoney-------- Techie, Sysadmin, WebGeek Gushi on efnet/undernet IRC ICQ: 13735144 AIM: LarpGM Site: http://www.gushi.org ---------------------------

2 1

Help!
by Roger F. Ham 15 Feb '07

15 Feb '07

Roger FHi list! i need know if can remove the option for the customer no can reply a ticket is it status: closed, attach 2 pictures about it Thanks friends Roger F. Ham e-mail: rf.ham(a)gcshn.com

2 1

Thank you, typos, and a question.
by Munzir Taha (منذر طه) 14 Feb '07

14 Feb '07

Hi, I am looking for an open source ticket request system with an integrated knowledge base and google magically suggested otrs.org. It seems to be a nice software. Thus, accept a big thank you for the developers. However, I am still not sure whether it satisfies my needs; hence the question. To begin with, I noticed some (may be) typos on this page: http://doc.otrs.org/2.1/en/html/x682.html <quote> To explain it more practically, remember Max's company describe in the section about a example of a ticket system ... with filter rules or if tow different mail addresses are used Sandra only ... </quote> Shouldn't this read "description" instead of describe and "an example" instead of a example and "two" instead of tow with a comma before Sandra? Please, notice I am not a native speaker and I haven't read all my grammar books yet ;) Now, I am still not sure whether otrs satisfies my needs; hence the question: I want to sort tickets into categories (I guess this is what you call queues) and when I answer a ticket, I have a checkbox that is labeled something like public or published which would allow me to publish the answer to the public in a public knowledge base. My first impression is that the articles of the knowledge base is not integrated with the answers of the tickets. Can you please clarify? -- Munzir Taha Telecommunications and Electronics Engineer Maintainer of Fedora Arabic Translation Project https://listman.redhat.com/mailman/listinfo/fedora-trans-ar Maintainer of the OpenBugs project page at http://www.arabic-fedora.org/munzir/OpenBugs.html Master CIW Designer, ICDL, MOUS, Linux+, LPI 101 Riyadh, SA

2 3

Re: Postmaster filters - also Is OTRS for me?
by Phil Morris 14 Feb '07

14 Feb '07

Re: Postmaster filters question. >I like the "Postmaster Filter" way of handling inbound dispatching/filtering. >First of all, as far as i can see, a postmaster filter is in effect on ALL defined pop3 accounts. >Second, it seems as if it's only possible to AND multiple matches in a filter, is that true? Any way to OR them? This would be a nice feature i.e. relevant POP account picked from a list. The way to produce the same result is to check the RCPT-TO email header to see where the message was sent to. This is complicated by the fact that the email might be received via CC or BCC. It's further complicated when a customer uses the web to log a message. To produce an OR type of filter, it is necessary to add an additional filter, with same SET options but different test options. These are then treated as OR logic instead of AND. The onlt drawback is having many many filters. Ultimately you can do as you please by using pre-filter modules and writing custom filter code. Re: >I am looking for an open source ticket request system with an integrated knowledge base >To begin with, I noticed some (may be) typos on this page: ..and you will find one or two in the application too. Neither really distracts from the application's 'quality'. >I want to sort tickets into categories (I guess this is what you call queues) and when I answer a ticket, I have a checkbox that is labeled something like public or published which would allow me to publish the answer to the public in a public knowledge base. My first impression is that the articles of the knowledge base is not integrated with the answers of the tickets. It's not quite as easy as you describe, but you CAN link published KB articles in the FAQ module to tickets, and also keep attachments. This makes sense, as it is often better to 'boil down' a ticket history into the FAQ 'Problem, Symptoms, Solution' format rather than just publish the ticket - which will have many extraneous messages uninteresting to a solution seeker. If it helps, we just rejected high end KB and knowledge management packages and opted to put our KB into the FAQ module. Hope this helps you guys :) Phil

1 0

R: [otrs] OTRS and MS SQL Server
by COSTA Dave - Lievitalia S.p.A. 13 Feb '07

13 Feb '07

Hi, in order to let the MSSQL sripts work I had to do these mods: - First of all the scripts work only on SQL 2005, due to the "var(max)" function which was introduced with this latest version - Changed "system_user" in "system_user2", as suggested on OTRS site - the otrs-schema-post.mssql.sql script has been heavily modded. - Since script otrs-schema-post.mssql.sql gave some errors on foreign keys I had to modify Two tables: table "standard_attachment" column "id" changed from "smallin"t to "int" table "auto_response" column "id" changed from "smallin"t to "int There will be 3 messages following with the corrected scripts. Hope this helps. Best regards Dave

1 1

more sort/order options for QueueView
by Petar Kazakov 13 Feb '07

13 Feb '07

Hi to all. I'm keeping asking that question from a while, and nobody answer me yet. Did somebody add sort/order options like the one in "Locked Tickets" (index.pl?Action=AgentTicketMailbox) to the "QueueView". I don't find this ridicules, I think it will be a lot helpful. And another thing, how I or my team can be notified that there is an answer from a customer at some ticket? Because right now it is sending email notify, but just to the owner of the ticket. Is there an option, parameter, variable or anything like, when was the last event on some ticket? I think it will be a lot better, if all the tickets in the "QueueView" are arranged/sorted by the last event, not just by "Priority" and then by "Age" like it is done currently. That way you/we will be able to see easily if there is an new answer from a customer. My people are forced to check their mail boxes to see is there a new e-mail and to reassign all their tickets to the next shift, which looks like a harassment to me :-). And I don't think that they should be using something else to be able to work with the OTRS. If there someone that already implemented this or have some working solution (workaround) till the OTRS team have this "feature" build in, it will be very nice if you shared it with me :-). Be aware that I'm quick in uptake but you have to explain me a lot :-) Just kidding

2 2

Postmaster filters question.
by Sune T. Tougaard 13 Feb '07

13 Feb '07

Hi, I like the "Postmaster Filter" way of handling inbound dispatching/filtering. However, i see a few shortcomings, that i'm not entirely sure is because i'm doing something wrong or because they just don't work the way i "would like them to". First of all, as far as i can see, a postmaster filter is in effect on ALL defined pop3 accounts. I would be very cool, if a filter could be applied to only pop3 accounts "a" and "b" but not "c" and combinations like that. Is there a way to do that, somehow? Second, it seems as if it's only possible to AND multiple matches in a filter, is that true? Any way to OR them? Perhaps features to consider in future releases... ;-) Thanks for any input. -- /Sune

1 0

HELP Customer Notifications Showing in Summary View
by Joe Fusco 13 Feb '07

13 Feb '07

Whenever we change the owner on an existing ticket, the "This is just a note" message that goes to the customer replaces the original text in the summary view. Now, we have several tickets that list "... the owner of your ticket "#####" has been changed to "Technician Bob." In the summary view instead of listing the problem. We have to zoom to each ticket to see what the issue is. Any ideas why it would be doing this and/or how to fix it? Thanks Joe Fusco Network Manager Ocean Dental Corporate Headquarters Stillwater, OK Email: joe.fusco(a)oceandental.net Customer Service: The state of voluntary subjection to a customer, the condition of being bound to service.

2 1

Ldap Configuration Issues
by Kurt OConnor 12 Feb '07

12 Feb '07

I think OTRS is very well developed and will be exactly what we need at our school. I would like to integrate OTRS in with our Active Directory for both Agents and Customers. For my test install, I downloaded the Win32 msi. I am assuming that NET::LDAP is installed. I am a novice, but I googled and googled so if I missed an obvious resource I apologize. 1) I am not finding it clear how to format Config.pm. Should I simply remove all references to the default DB and have only the LDAP config? 2) The configuration options and steps I need to take in order to get AD and OTRS working together are not clear to me. I am not completely familiar with the way LDAP works. Is there a dumbed down, aka gentooish install how-to for setting AD and OTRS up? I would be happy to be more specific if need be. NOTE: This e-mail transmission may contain confidential information. If you are not the intended recipient, employee or agent responsible for delivering this information to the intended recipient, unauthorized disclosure, copying, distribution or use of the contents of this transmission is strictly prohibited. If you have received this e-mail in error, please immediately notify the sender and delete it from your computer. Thank you for your compliance.

1 0