April 2007 - otrs - OTRS mailing lists

Re: otrs Digest, Vol 45, Issue 25
by mzanier＠xtcommerce.com 19 Apr '07

19 Apr '07

Hallo Lieber Kunde, Dies ist meine persönliche E-Mail Adresse, und vom 6.4 bis zum 23.4 wegen Urlaub nicht erreichbar. Für Supportfragen wenden Sie sich bitte an das bereitgestellte Supportforum. Im Forum beantworten unsere Supportmitarbeiter Werktags Ihre Anfragen. In Dringenden Fällen wenden Sie sich bitte an meinen Kollegen Herrn Winger, gwinger(a)xt-commerce.com , oder bei technischen Problemen an Herrn Hinsche mh(a)xt-commerce.com mfg, xt:Commerce Mario Zanier E-Mail: mzanier(a)xt-commerce.com

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How to limit input ticket queues list
by Орлов Олег 19 Apr '07

19 Apr '07

Hi ! To allow to write notes into all queues, some agents group have RW rights for these groups. Same group creates new tickets in 2 input queues. In "New Phone" form in field "for" thay can see all 10 queues. It' s possible to limit list of groups to reduce input errors ? How this can be done ?

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Error "Use of uninitialized value" in POP3.pm (otrs-2.2.0)
by Steven Carr 19 Apr '07

19 Apr '07

Evenin, I keep getting the following error appearing in my cron jobs: > Use of uninitialized value in numeric eq (==) at /usr/lib/perl5/5.8.8/Net/POP3.pm line 319, <PRODUCT> line 4. > ERROR: OTRS-PM3-77 Perl: 5.8.8 OS: linux Time: Tue Apr 17 19:21:06 2007 > > Message: Auth for user tickets@gpf.me.uk@pop.1and1.co.uk failed! > > Traceback (19941): > Module: main::FetchMail (v1.25) Line: 162 > Module: /group/otrs//bin/PostMasterPOP3.pl (v1.25) Line: 125 Doesn't seem to occur all the time which is the weird thing, the line in questions contains... > sub _PASS { shift->command('PASS',$_[0])->response() == CMD_OK } Anyone any suggestions or should I log it as a possible bug Thanks Steve -- Steven Carr Engineer - Khipu Networks support(a)khipu-networks.com Secure - Compliant - Infrastructure

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Re: otrs Digest, Vol 45, Issue 24
by mzanier＠xtcommerce.com 19 Apr '07

19 Apr '07

Hallo Lieber Kunde, Dies ist meine persönliche E-Mail Adresse, und vom 6.4 bis zum 23.4 wegen Urlaub nicht erreichbar. Für Supportfragen wenden Sie sich bitte an das bereitgestellte Supportforum. Im Forum beantworten unsere Supportmitarbeiter Werktags Ihre Anfragen. In Dringenden Fällen wenden Sie sich bitte an meinen Kollegen Herrn Winger, gwinger(a)xt-commerce.com , oder bei technischen Problemen an Herrn Hinsche mh(a)xt-commerce.com mfg, xt:Commerce Mario Zanier E-Mail: mzanier(a)xt-commerce.com

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e-mail responses from agents?
by Jo Rhett 19 Apr '07

19 Apr '07

I'm really not trying to be dense. I've spent two days searching for these answers before mailing the list. I need the agents to be able to reply to the ticket using just e- mail. Right now this does work, but the reply doesn't get sent to the customer. -- Jo Rhett senior geek Silicon Valley Colocation Support Phone: 408-400-0550

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documentation of escalation?
by Jo Rhett 19 Apr '07

19 Apr '07

I've read the existing documentation of escalation, and it really doesn't describe enough of the process. Can someone clue me in here? 1. How can I prevent escalation of a ticket that doesn't need attention? 2. How can we enable e-mail notification of escalation without modifying the source code in a way which will be overwritten during an upgrade? -- Jo Rhett senior geek Silicon Valley Colocation Support Phone: 408-400-0550

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Re: otrs Digest, Vol 45, Issue 23
by mzanier＠xtcommerce.com 19 Apr '07

19 Apr '07

Hallo Lieber Kunde, Dies ist meine persönliche E-Mail Adresse, und vom 6.4 bis zum 23.4 wegen Urlaub nicht erreichbar. Für Supportfragen wenden Sie sich bitte an das bereitgestellte Supportforum. Im Forum beantworten unsere Supportmitarbeiter Werktags Ihre Anfragen. In Dringenden Fällen wenden Sie sich bitte an meinen Kollegen Herrn Winger, gwinger(a)xt-commerce.com , oder bei technischen Problemen an Herrn Hinsche mh(a)xt-commerce.com mfg, xt:Commerce Mario Zanier E-Mail: mzanier(a)xt-commerce.com

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RE: [otrs] faster ticket-creation
by STENT, Aaran 19 Apr '07

19 Apr '07

Hi Alex, I have just been given the green light to start designing the workflow for our implementation and have the exact same need you do. We will use the system for staff at our 18 sites and have already integrated with LDAP for authentication AND the customer data. I was thinking of either A. Creating some custom web forms that post a semi structured piece of text (or maybe use the free fields). B. Use our outlook forms (everyone has outlook 2003 and Exchange) and again post a semi structured piece of text. I am yet to find an example that I can then copy from. I have almost no Perl experience but can use PHP, Python and VB Script to various levels. Does anyone have an example of either A or B? Aaran -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alexander Scholler Sent: Thursday, 19 April 2007 3:34 PM To: User questions and discussions about OTRS.org Subject: [otrs] faster ticket-creation Hi, we want to be able to create ticket with standard-issues faster and with higher data-quality (standarized informations provided in the ticket) than in standard-OTRS. Normally, * the agent have to create a mail- or phone-ticket, must write down the issue as free text and must set - priority - queue - ... * the customer - have to open a web-ticket - write down the issue as free text - set priority etc... - have to write a mail and the agent has to set queue, priority, etc... Much work if you have to handle many tickets concerning some standard-issues like * data-restore-request * mail-account-creation * access-rights-modification * ... What is your suggestion how to optimize this? Of course, you can achieve optimization in using special mail-adresses for incoming mail-tickets and postmaster-filters to preset some values (like queue, priority, ...) But I think most potential would come out if you switch from free text written by the customer to a form-based ticket-creation through the customer. E.g. if he request a data-restore, he has to provide * the exact location of the files * the date of the file that should be restored * shall the present file be overriden or not * ...? How can these forms be achieved? Not so easy with the customer-webgui? It would be easier within the comanies intranet, but then the data has to be send to otrs in a special mail-format (with extensive usage of x-mailheaders for postmaster-filter, and the intranet-form must also care for customer-authentification.... Is this the right way you would also suggest? I would welcome spreading discussion on this issue. Bye, Alex p.s. There has been some posting previously about using faq-articles as ticket-creation-templates. Without thinking too much about this, I think this can only be some kind of solution for the agent creating the ticket. But if the customer shall create the ticket... _______________________________________________ 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 or consulting for your OTRS system? => http://www.otrs.com/ _____________________________________________________________________ Disclaimer: This message is intended only for the use of the addressee(s) named above and may contain privileged information. If you are not the intended recipient of this message you are hereby notified that you must not disseminate, copy or take any action based upon it. Please delete and destroy the message from your computer. If you received this message in error please notify the Healthe Group of Companies immediately. Any views expressed in this message are those of the individual sender, except where the sender specifically states them to be the views of the Group.

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Re: otrs Digest, Vol 45, Issue 22
by mzanier＠xtcommerce.com 19 Apr '07

19 Apr '07

Hallo Lieber Kunde, Dies ist meine persönliche E-Mail Adresse, und vom 6.4 bis zum 23.4 wegen Urlaub nicht erreichbar. Für Supportfragen wenden Sie sich bitte an das bereitgestellte Supportforum. Im Forum beantworten unsere Supportmitarbeiter Werktags Ihre Anfragen. In Dringenden Fällen wenden Sie sich bitte an meinen Kollegen Herrn Winger, gwinger(a)xt-commerce.com , oder bei technischen Problemen an Herrn Hinsche mh(a)xt-commerce.com mfg, xt:Commerce Mario Zanier E-Mail: mzanier(a)xt-commerce.com

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HINT: Use the escape string syntax for escapes, e.g., E'\\r\\
by Marcos Kamada 18 Apr '07

18 Apr '07

How can I fix this error? HINT: Use the escape string syntax for escapes, e.g., E'\\r\\ _________________________________________________________________ MSN Hotmail, o maior webmail do Brasil. http://www.hotmail.com

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