March 2007 - otrs - OTRS mailing lists

Thorsten Kocher/Spirit21 ist außer Haus.
by TKocher＠spirit21.de 19 Apr '17

19 Apr '17

Ich werde ab 13.05.2005 nicht im Büro sein. Ich kehre zurück am 30.05.2005. Vielen Dank für Ihre Email. Leider befinde ich mich bis Montag, 30. Mai 2005 außer Haus und kann daher Ihre Nachricht nicht bearbeiten. Bitte rufen Sie mich in dringenden Fällen mobil unter 0172 6377392 an. Vielen Dank für Ihr Verständnis. Thorsten Kocher Ich werde Ihre Nachricht nach meiner Rückkehr beantworten.

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RE: [otrs] using email to close otrs tickets
by Bartsch, Martin msg asp gmbh 13 Sep '07

13 Sep '07

Hi, use the generic agent. Search for tickts with CLOSE an set the new state to closed. Mit freundlichen Grüßen / Kind regards Martin Bartsch > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Janet Post > Sent: Monday, December 18, 2006 9:51 PM > To: User questions and discussions about OTRS.org > Subject: [otrs] using email to close otrs tickets > > > Hello all, > > I am using otrs version 2.1.2. I would the ability to close > tickets via > email. I would like to have a filter that finds either: CLOSED or > RESOLVED as the first word in the subject line, and have otrs > close the > ticket. Is there some way to do this? > > I have tried using the postmaster filter with these settings: > > Match: > Header 1: Subject Value: CLOSED > > Set: > Header 1: X-OTRS-State Value: closed successful > > But this does not seem to work. > > Janet > > _______________________________________________ > 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/ >

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Bounce emails without ticket numbers
by Maurice James Ny 13 Aug '07

13 Aug '07

How do I have the system bounce emails that do not contain ticket numbers? When ever I enable this option in sysconfig the POP3PostMaster.pl PID always hangs and I get the following error: [Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterPOP3, because it's already running yourhost.example.com/1837)

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Possibly a Bug...Possibly Me....Agent Notifications
by Trevor Vaughan 22 May '07

22 May '07

Ok, This is kind of related to a previous post but I've been able to expound upon it further. Basically, does anyone know how to properly set up Agent Notifications. I.e. When an external email comes into the queue, a notification is sent. When an agent enters something into the queue, a notification is sent. However, when a customer adds something into the queue from the customer web interface a notification is NOT sent. Can't figure this one out. Help appreciated. Thanks, Trevor -- Heredocs, theredocs, everwhereadocsdocs old macdonald had a server farm he eyed the I/O

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AD Authentication question
by Nick Goldwater 12 Apr '07

12 Apr '07

I have noticed in the system log that user's passwords are in clear text. Does anyone know how to change this? Thanks!

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moving tickets
by Tabitha Stang 12 Apr '07

12 Apr '07

Hi, After a ticket is moved to another queue, the user is still zoomed into that mail. This is kind of confusing and we would much prefer that we could be brought to a different view after moving a ticket - the "locked tickets view" is what we would most prefer. I've looked through the SysConfig and can't find a setting for this. Is it somehow possible to change what the next screen is after you move a ticket? Thanks! Tabitha

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Error on QueueView with new upgrade
by Danie 12 Apr '07

12 Apr '07

Hi All , Ok so we decided to build a secondary OTRS system , sort of as a reference archive to our production system. I basically did a clean install of 2.1.6 on FC5 , copied over the 2.0.4 database and article data , followed the instructions of the UPGRADE.txt document to upgrade the database. All went fine , could log in but as soon as I click on a queue to view the tickets I get an error message : Can't use an undefined value as a HASH reference at /opt/otrs//Kernel/System/Ticket/Article.pm line 1363. I searched the otrs archives but to no avail , I think the ticket data in the database can't find the actual article reference? Also I did run the Setpermissions.sh script as well.. Any help will be appreciated. Daniel

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Why agents can add clients?
by Vicente Barbera 02 Apr '07

02 Apr '07

Hi All, Before go to production with otrs we are testing it and some doubts are appearing. I don't want my agents are able to add clients, why they see the clients link icon on the menu bar? The only way i found to is removing "rw" permission, but i need this permission for the agents to see the queue. Maybe i am not understanding well the essence of otrs, but i am trying, testing. I hope you can help me again. Regards, Vince.

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Agents do not receive the notification for email activating the CustomerGroupSupport
by daniele.otrs 02 Apr '07

02 Apr '07

Hi, I have activated the CustomerGroupSupport within SysConfig Frontend:Customer in order to manage the Customer-Group. Now if I open a TICKET from the Customer.pl page, the agents do not receive the notification for email. This only succeeds after to have activated the CustomerGroupSupport. Why? Daniele

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Invalid signatures are still valid...
by Jeff Shepherd 02 Apr '07

02 Apr '07

Hello, We have several signature files that we use for different agents due to the department that they are in. Some of the Agents have elected to use the default signature lines, while others have their own. The problem is that OTRS will sometimes use the signature lines even after I have marked them as 'Invalid'. Why is this? Thanks! Jeff

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