March 2007 - otrs - OTRS mailing lists

Line wrap setting?
by Salvador Manzo 23 Mar '07

23 Mar '07

I¹ve been digging through SysConfig but can¹t seem to find where to set linewrap length for outgoing messages. At the moment, I have outgoing messages set to include the return URL for a given ticket. However, the URL is being cut off just before the actual OTRS .pl file gets appended to the link. So, instead of a working link, I¹m getting something similar to the following: http://servername.usc.edu/OTRS Customer.pl...(etc) ----- 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 Discourage self-help, and loyal subjects become the slaves of ruffians. Over-stimulate self-assertion, and for the arbitrament of the Courts you substitute the decision of the sword or the revolver. - The Law of the Constitution, by A.V. Dicey (MacMillan, London 1885).

2 2

GenericAgent - Finding tickets closed in the last n days
by Jan Miczaika 23 Mar '07

23 Mar '07

Hello, I would like to include all tickets in a GenericAgent query, which have been closed in the last n days. I can find an option for selecting the tickets created in the last n days. Is there an option for those closed in the last n days? 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 (that's so 1990s) HRB 59046, Amtsgericht Köln Geschäftsführer: Andre Alpar, Jan Miczaika, Gerald Schönbucher

2 1

Error: Module 'Kernel::Modules::AgentFileManager' not found!
by Zuzel Vera Pacheco 22 Mar '07

22 Mar '07

I installed otrs2 on debian. In the chapter 4 of the documetation I read about the Public web interface and I tried to go to that page on my machine but i got the error : ======= Error: Module 'Kernel::Modules::AgentFileManager' not found! Comentario: Reporte de errores: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Thu Mar 22 16:18:51 2007 Message: Module 'Kernel::Modules::AgentFileManager' not found! Traceback (2958): Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 204 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.80) Line: 203 Module: ModPerl::RegistryCooker::run (v1.80) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 ========= otrs.checkModules does not report any missing required modules How do I fix it? Thanks in advance! Regards, Zuzel.

1 0

Re: [otrs] Backup.pl script Rotation feature doesn't work
by Mike Morris 22 Mar '07

22 Mar '07

Jeff -- thank you so much for this information, this is great!!! I'm the original poster, and have still never gotten around to looking into it. I'm excited to hear both the fix for my version, and that 2.1.6 holds some improvements that I have to look forward to!!1 Thanks again, MikeM > It looks like the backup.pl script has been modified in 2.1.6 and goes > about "rotation" in a different manner. However, I'm still using 2.0.4 > and I have the same problem you describe. > > I looked into it (didn't need all those backups filling up the > partition) in a bit more detail and the issue isn't the time part of the > date stamp. The issue is that there is an error in the variable used for > the backup directory. Line 132/133 currently reference Opts{'b'} when in > fact they should reference Opts{'d'}. Make that simple change to > backup.pl and the rotation feature will work properly. Mike Morris The Music Place 1617 Willowhurst Avenue San Jose, CA 95125 (408) 445-ARTS (2787) ------------------------------------ Your Free Historical Quote: Above all, I know there is a Supreme Being who rules the affairs of men and whose goodness and mercy have always followed the American people, and I know He will not turn from us now if we humbly and reverently seek His powerful aid. - Grover Cleveland, Second Inaugural Address, March 4, 1893 ------------------------------------

1 0

ticket age
by Matas Labasauskas 22 Mar '07

22 Mar '07

hello, i have one question here: strange, but after we described working hours (9-18), OTRS system continues to count (increase) ticket age after 18 oclock. OTRS documentation says that ticket age is calculated only from 9 to 18 after working hour are described. Best Regards -- Matas Labasauskas

2 1

Variables and Replies
by Chris Watt 22 Mar '07

22 Mar '07

Hi Guys, I seem to be having some problems with the replies in OTRS. Whenever I sue one of the replies I have made, it puts the original message between my salutation and message. Now can I remove this so it only shows up AFTER the signature? I have tried all of the options I can think of and there is no where that I can see <OTRS_CUSTOMER_EMAIL> other than where I have put it in the signature (this doesn't seem to work though as it just displays a hash instead of the email). Does anyone have any ideas about that one? Also, is there a way to call the Agents Salutation or comment into an e-mail? I have tried OTRS_AGENT_Salutation and OTRS_AGENT_Comment but neither seem to give me anything other than a hash (which I assume means it doesn't work). Cheers guys ~Chris

1 0

New message alert in OTRS Agent
by Marcos Kamada 22 Mar '07

22 Mar '07

Hi Folks! Every new message locked by me in OTRS generate a "You have a new message" red alert. This state don't change! How can I disable the new message alert? I try to set the "new ticket notification" in preferences to no, but don't work! Regards, ---------------------------- Marcos Mina Kamada _________________________________________________________________ MSN Hotmail, o maior webmail do Brasil. http://www.hotmail.com

1 0

OTRS on Ubuntu 6.10 Server
by RainMkr 22 Mar '07

22 Mar '07

Dear All, First of all, i do apologize if this is not the proper channel to post my question on installing OTRS. I am a newbie so would appreciate if some kind soul can assist me. I am having some problems in installing OTRS on my ubuntu 6.10 server pc. I did a LAMP install via the ubuntu server CD. check apache okay. then i use apt-get install otrs2 to install the package from ubuntu repository According to this site: http://www.debianadmin.com/how-to-install-otrs-open-source-ticket-request-s… I am supposed to get the installation screen but i didn't. it just finish installed by itself and nothing comes up. I am sure i am missing something. Can anyone suggest what? Btw, i should tell you that i am running my ubuntu server on Virtual PC 2007. Thanks, RM ____________________________________________________________________________________ Don't pick lemons. See all the new 2007 cars at Yahoo! Autos. http://autos.yahoo.com/new_cars.html

1 0

Re: [otrs] Backup.pl script Rotation feature doesn't work
by Jeff Baughn 21 Mar '07

21 Mar '07

It looks like the backup.pl script has been modified in 2.1.6 and goes about "rotation" in a different manner. However, I'm still using 2.0.4 and I have the same problem you describe. I looked into it (didn't need all those backups filling up the partition) in a bit more detail and the issue isn't the time part of the date stamp. The issue is that there is an error in the variable used for the backup directory. Line 132/133 currently reference Opts{'b'} when in fact they should reference Opts{'d'}. Make that simple change to backup.pl and the rotation feature will work properly. -Jeff > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Mike Morris > Sent: Thursday, February 01, 2007 4:00 PM > To: otrs(a)otrs.org > Subject: [otrs] Backup.pl script Rotation feature doesn't work > > I'm using the "backup.pl" script, which works fine and is a big help. > > > From looking at the code it's clear that the "-r XX" option is intended > to "rotate", or delete old, backups. I'm using the suggested "-r 30" > setting, but a couple of months into it, I have 60 backups, not 30 :-) > > > I took a look at the section that decides whether or not to delete a > dir, and it looks to me like maybe it used to use only a date string for > directory names, and now uses date_time... because the pattern matching > doesn't allow for the time portion. > > > Anyway, a quick test... I renamed an old directory from: > > > 2006-12-15_01-00 to just 2006-12-15 > > > and running "backup.pl -r 30 ..." deleted the directory as advertised. > > > I'm not able to take the time at the moment to fix this... but thought I > would document it for others, and maybe someone will come up with a fix > before I have the time to look at it... say, about 3 -- 6 months :-) > > > > > Mike Morris > The Music Place > 1617 Willowhurst Avenue > San Jose, CA 95125 > (408) 445-ARTS (2787) > ------------------------------------ > Your Free Quote: > Parachute for sale, cheap. > Only used once, never opened. > Slightly soiled. > ------------------------------------ >

1 0

3 questions about: stats per user, per agent and about email notification
by Chris 21 Mar '07

21 Mar '07

Hello, I have 3 questions: How to have stats with number of tickets (closed or still open) and time accounting per customer (all tickets are open via Phone Ticket) ? Same question about agent ? About notification: when I open a phone ticket with "pending reminder", I get an email after the pending time: works fine except that the message comes with few minutes of delay. When I want to set an open ticket to pending state, I do not receive the notification after the pending date. Did I miss something in the config ? Thank you for your answerS :-)

4 4